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Date of Assessment: 4 December 2025 to 16 December 2025. We completed a site visit to the registered office on 4 December 2025. Polly Care Services Ltd is a domiciliary care agency that provides personal care to people living in their own homes. At the time of this inspection, 80 people were using the service. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. We expect health and social care providers to guarantee people with a learning disability and autistic people respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. 'Right support, right care, right culture' is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people, and providers must have regard to it. We found the provider was meeting this. The inspection was carried out partly because we received some anonymous information of concern regarding the management, training, and recruitment of staff, as well as unsafe moving and handling procedures. These concerns were looked at during our inspection. We identified two breaches of legal regulations in relation to risk management and governance. There were governance systems in place to monitor the quality of the service, but these were not always effective. For example, there was a lack of oversight in relation to medicines management because two systems were being used, and the provider did not always carry out adequate checks when discrepancies were highlighted on the electronic system. This meant we could not be sure people received their medicines appropriately and as prescribed. Although recruitment checks were in place to help ensure staff employed were suitable to care for people, the provider did not always ensure that references received were adequate and did not carry out further checks when these were received. This meant there was a risk that people might receive care from unsuitable staff. Some people’s care plans were incomplete or lacked guidance and information about their needs, preferences and wishes. Although the provider told us there were regular audits and reviews of care plans, they had not identified these shortfalls. This meant there was a risk that people’s needs would not be appropriately met. Following the inspection, the provider put in place more robust monitoring systems to help ensure shortfalls in care planning were identified promptly. People told us their care needs were met, and they liked the staff who supported them. They said the staff were kind and caring, treating them with respect. However, some people raised concerns regarding the timeliness of their planned visits. Following the inspection, the provider took appropriate action to make improvements to the timeliness of the visits. There was oversight in place to monitor missed, late and cancelled calls. People were treated with kindness and compassion. The provider supported staff wellbeing, and staff were encouraged to give feedback. Staff were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Leaders were visible and supportive, helping staff develop in their roles. People received care and support from staff who were trained and qualified to meet their needs. This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. At the time of our inspection a manager was in post and registered with the Care Quality Commission.
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