Our Regulator

Standards you can expect from us

Who regulates Health and Social Care?
The specific regulations that govern our registration are the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and the Care Quality Commission (Registration) Regulations 2009.Guidance on the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 are available in the Department of Health’s publication: ‘The Code of Practice for health and adult social care on the prevention and control of infections and related guidance’.

About the Care Quality Commission
The Care Quality Commission is the independent regulator of health and adult social care services in England, who are also responsible for protecting the interests of people whose rights are restricted under the Mental Health Act. The Care Quality Commission states that whether services are provided by the NHS, local authorities, private companies or voluntary organisations, they make sure people receive better care. This is achieved by:

  • Driving improvement across health and adult social care
  • Putting people first and championing their rights
  • Acting swiftly to remedy bad practice
  • Gathering and using knowledge and expertise, and working with others


Although packages of care are designed to meet individual needs and circumstances the needs of people using our services vary greatly; but with stringent standards and regulations governing our services this fundamentally ensures our service users receive high standards of care and support.

The following standards are from the Care Quality Commission leaflet ‘What standards you have a right to expect from the regulation of agencies that provide care in your own home’

  • To be involved and told what’s happening at every stage of your treatment
  • You (or someone acting on your behalf) will be involved in discussions about your care, treatment and support
  • You will get support if you need it to help you make decisions and staff will respect your privacy and dignity
  • Before you receive any examination, care, treatment or support, you will be asked whether or not you agree to it


Care, treatment and support that meets your needs

  • Your personal needs will be assessed to make sure you get safe and appropriate care that supports your rights
  • You will get the care that you and your social care professional agree will make a difference to your health and wellbeing
  • Your care needs are coordinated if you move from one care provider to another
  • Staff respect your cultural background, gender, aged, sexual orientation, religion or belief and your disability if you have one


To be safe when using a service

  • You will be protected from abuse or the risk of abuse, and staff will respect your human rights
  • If your home care agency is providing nursing care, you will get the medicines you need, when you need them, and in a safe way


To be cared for by staff with the right skills to do their jobs properly

  • You will be cared for by staff who have the knowledge, skills and experience needed to meet your health and welfare needs
  • You will be looked after by staff who are well managed and have the chance to develop and improve their skills


Your home care agency routinely checks the quality of its services

  • The managers of your home care agency continuously monitor the quality of their services to make sure you receive the support you need
  • Your personal records will be accurate and kept safe and confidential
  • You or someone acting on your behalf can complain and will be listened to. Your complaint will be dealt with properly


Further information about our company’s accreditation:

  • Care Quality Commission (CQC)
  • United Kingdom Homecare Association (UKHCA)
  • Local Government Ombudsmen (LGO)
  • ISO 9001
  • ISO14001



We would like to thank you from the bottom of our heart for all the wonderful care you gave my mum.  The last 2 and a half years was made much more bearable for mum thanks to everything you did for her. She loved you all and looked forward to you coming in.  I could hear mum laughing when she was with you and that meant the world to us.  We always knew that mum was safe and cared about when she was with you.  You became our family too and we will never forget you.  We are truly heartbroken now but in time we will look back with fond memories and smile, and mum’s carers will be included in them.

With lots of love D & M


Service User family - SC Milton Court, Arnold

I feel that I must write this letter to tell you how much I appreciate the care and compassion shown to me by the carer who looks after me.  Two years ago after an accident and stay in hospital where I experienced a nasty time, the thought of having carers for the first time in my life I found this quite frightening, also after the tales I had heard about them.

How wrong I was! Whether I have been lucky I don’t know but, June, Bev, Cathy Cavita & Nicky have changed my mind.  I only hope they are appreciated by their employers.

M Swatton Symal service user

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