TLC Community Services Limited

Updated 9 October 2025

Date of Assessment: 9 December to 26 January 2026.

The service is a care at home service registered to provide support to older people, including people who may live with dementia, mental health, sensory impairment or physical disability needs.

At the time of inspection there were 19 people using the service and all of the people were receiving the regulated activity personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

A registered manager was in place. A registered manager is registered with the Commission and is legally responsible to ensure that the service is compliant with legal and regulatory requirements.

At our last inspection, we identified a breach of legal regulation in relation to good governance and records. At this inspection, improvements had been made, and the provider was no longer in breach of legal regulations.

Staffing capacity was sufficient to ensure people's needs were met in a safe way. Rosters were well managed and people received consistent care from staff members familiar to them. Improvements had been made to medicines management and systems were in place for people to receive their medicines in a safe way.

There were enough staff with the necessary skills, qualifications and experience to meet people’s needs. Staff were safely recruited. People were treated with kindness and compassion. Staff protected their privacy and dignity.

Improvements had been made to records. They were up-to-date and accurately reflected people's care and support needs to help staff provide person-centred care. Risk assessments were in place, and they identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks.

People’s mental capacity and ability to consent was taken into account. People and their representatives were involved in planning their care and support. There was evidence of collaborative working and communication with other professionals to help meet people's needs.People, relatives and staff were confident about approaching the registered manager and management team if they needed to. Their views and feedback were valued and respected and used to support service development. Processes were in place to manage and respond to complaints and concerns. Improvements had been made to governance since the last inspection. Systems were in place to monitor the quality and safety of the service.

Updated 9 October 2025

We received positive comments that staff were kind and caring, they were patient. Relative and peoples’ comments included, “It is like a family friend coming in”, “[Name] looks forward to staff coming”, “Staff are very respectful, empathetic and have a good banter, they have time to spend with [Name]” and “These are the best carers we have ever had. I wouldn’t change a thing.” Systems were in place for people to receive consistent care from staff they knew. A relative commented, “[Name] always has the same group of staff, I cannot fault them, they are brilliant.” People were supported to make choices and were involved in decision making about their care and support. A relative commented, “They are a small company and they make changes easily, if needed.” Relatives and people said they had opportunities to give feedback. Relatives told us communication was effective, and they were kept informed and involved. Their comments included, “If staff are running late, they phone me and let me know straight away” and “Any changes, staff let us know.” People and relatives felt listened to and said there was a timely response when concerns were raised. A relative commented, “Any minor problems I telephone the office and staff sort it straight away.”