- Homecare service
Promised Care Limited
Report from 18 November 2025 assessment
Contents
Ratings
Our view of the service
The assessment took place on 21 November until 5 December 2025.
Following this assessment, the service has been rated good. Promised Care Ltd is a domiciliary care agency that provides personal care and support to people living in their own homes. At the time of the assessment, 1 person was using the service.
The service was registered with CQC on 9 January 2020. This was the first assessment of the service.
The service is registered to provide care for older people, younger adults, dementia, mental health, people with an eating disorder, sensory impairment, physical disability.
The provider lacked clear governance, and staff roles were unclear. Quality assurance systems existed but were not fully utilised at the time of assessment. While the provider aimed to deliver good care, relying on staff in unclear roles showed a lack of understanding of the registered manager’s responsibilities, which could affect the service’s ability to meet regulatory requirements. However, because the registered manager was hands-on and had a reliable, consistent staff member delivering care, the risk of people receiving unsafe care was reduced.
People were cared for in a safe manner and their needs met. Assessments were undertaken on risks to people’s health and well-being. Staff followed guidance put in place and provided care safely. Staffing levels were appropriate and people received care as planned. Staff were vetted and before they started delivering care.
People took part in the assessing and reviewing of their needs and developing of care plans. Staff provided care as planned and supported people to maintain their independence. People were happy with the quality of care they received. Staff had developed a rapport with the people and knew how they wished to be supported.
Staff were trained and felt supported to undertake their roles. People and staff said the registered manager was approachable. The provider sought feedback from people using the service, relatives and staff and used their views to develop the service.
People's experience of this service
People using the service told us they were happy with support they received from the agency. Comments included, “[Care staff] just support you how you want it to be. Yes, everything is fine.” People felt safe with the care provided. They had developed positive relationships with the staff. They told us, “[Care staff] are very caring, very, very nice. I wouldn’t think of anybody else.” Staff were described as kind and compassionate. People took part in the assessing, planning and review of their health needs and risks to their wellbeing. They spoke positively about the registered manager, the care staff, the running of the service and felt their needs were met.