- Homecare service
Annabelle Care 2020 Ltd
Assessment report published 8 October 2026
Contents
Ratings
Our view of the service
Date of assessment: 29 September 2026.
Annabelle Care 2020 Ltd is a domiciliary care service who provides support to people in their own home. At the time of the assessment, they were supporting 28 people with a regulated activity of personal care.
People received safe, effective, caring and responsive support from a service that placed them at the centre of care delivery. Staff understood people's individual needs, preferences and aspirations and provided personalised care that promoted dignity, independence, choice and positive outcomes. People and their relatives consistently spoke positively about the quality of care provided and the compassionate approach of staff. One relative told us, “They know [person] very well and are very kind and thoughtful, always looking out for [their] welfare.”
The provider had effective systems in place to safeguard people from abuse and avoidable harm, manage risks, support the safe administration of medicines and deliver care in line with current best practice. Staff were well trained, understood people's needs and worked effectively with healthcare professionals and other agencies to ensure care remained coordinated, responsive and focused on achieving positive outcomes. People told us they felt listened to and involved in decisions about their care and support.
There was a strong person-centred culture throughout the service. People were treated as individuals and were encouraged to maintain control over their lives and remain as independent as possible. Staff responded promptly to changes in people's needs and worked proactively with relatives and professionals to ensure people received the right support at the right time.
Leadership was a significant strength of the service. Leaders were highly visible, approachable and inclusive and had created a positive culture of openness, learning and continuous improvement. Staff, people and professionals consistently praised the management team for their responsiveness and support. One professional told us, “They go above and beyond as a provider, and nothing is too much trouble.”
The provider maintained effective governance and quality assurance systems which supported the delivery of safe, high-quality care. However, arrangements for planning future care were not always fully developed. Whilst some end-of-life information was recorded, care plans did not consistently contain detailed information about people's wishes, preferences and choices for their future care and support.
Overall, the service demonstrated a commitment to delivering high-quality, person-centred care and achieved positive outcomes for people through strong leadership, effective partnership working and a culture focused on safety, wellbeing and continuous improvement.
People's experience of this service
Feedback was consistently positive and reflected a service that delivered safe, effective, caring and responsive support. Relatives described staff as reliable, punctual and flexible, with care delivered by a consistent team who knew people well and understood their needs.
People were reported to feel safe and benefited from support that promoted both their wellbeing and independence. Relatives praised staff for their management of medicines, attention to hygiene and proactive approach to safeguarding people's welfare. One relative told us, “[Person] has built up trust with them, and [their] welfare has improved since we moved to this company,” while another said, “We feel they are keeping [person] very safe and really looking out for [their] needs.”
Relatives described staff as skilled, knowledgeable and responsive to changing needs. Initial assessments were thorough, care plans were personalised, and people were supported with nutrition, hydration, medicines and personal care in line with their preferences. One relative told us, “The initial care plan was very thorough and covered everything,” and another said, “Everything is going great. They always turn up and everything we need is being done.”
Feedback about the caring nature of staff was overwhelmingly positive. Relatives consistently described carers as kind, respectful and compassionate. People were encouraged to remain independent, make choices and maintain control over their daily lives.
Communication was highlighted as a particular strength. Relatives told us managers and staff were approachable, proactive and quick to respond to concerns. One relative said, “They are amazingly responsive and [management] will get back to you immediately if we ring up with a concern.”
Relatives consistently described the service as well-led, professional and highly organised. Many said they would recommend the service to others. Comments included, “Compared to other companies we have used they are outstanding,” and “They really are a very well organised company. We are really happy with the standard of care and cannot think of any improvements.”
Overall, relatives told us they had high levels of confidence in the service and the care provided. Feedback demonstrated people received safe, person-centred and compassionate support from a service that was responsive to their needs and committed to achieving positive outcomes