This inspection took place on 20 and 22 February 2018 and was announced. We gave the provider two days’ notice that we would be visiting their head office as we wanted to make sure they were available on the day of our inspection.

At our last comprehensive inspection in March 2016 the service was rated ‘Good’. In August 2016 the head office of the service moved to a new address. At this inspection we found the service remained ‘Good’.

Individualised Care Limited is a domiciliary care agency. It provides personal care to people living in their own homes in the community. It provides a service to children and adults. At the time of this inspection there were approximately 56 people using the service who were receiving support with personal care. The provision of personal care is regulated by the Care Quality Commission.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act and associated Regulations about how the service is run.

People told us they liked the staff and felt safe with them. Staff knew how to recognise and report abuse and understood their responsibilities in keeping people safe. Staff understood that people were at risk of discrimination and knew people must be treated with respect. Staff understood there were laws to protect people from discrimination.

Where risks to people’s safety had been identified ways to mitigate these risks had been discussed with the person and recorded so staff knew how to support the person safely.

The service was following appropriate recruitment procedures to make sure only suitable staff were employed.

Staff had completed training in the management of medicines and understood what they should and should not do when supporting people or prompting people with their medicines.

Staff were provided with the training they required in order to support people safely and effectively.

Staff offered choices to people as they were supporting them and people were involved in making decisions about their care. People confirmed they were involved as much as they wanted to be in the planning of their care and support.

Care plans included the views of people using the service. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

The management and staff responded quickly and appropriately to any changes in people’s needs and care plans reflected people’s current needs and preferences.

People told us they had no complaints about the service but said they felt able to raise any concerns without worry.

The service was led by an experienced and skilled registered manager who provided a stable and consistent management style where staff felt supported and included in the running of the service.

People who used the service, their relatives and the staff said they felt valued by the registered manager and by everyone who worked at the service.