Care By Us Limited
- Home care
- Dementia care
- Registered since 2010
- Bishop's Stortford, Hertfordshire, East of England
No overall rating
No overall rating: this location offers more than one kind of service, so the CQC rates each service separately.
At a glance
2 ratings
Rated Outstanding at every inspection since 2016.
15 months
since the latest rating was published.
86%
of rated home care services in Hertfordshire are Good or Outstanding (86% across the East of England, 88% across England).
Care By Us Limited: inspection record
This service has no overall rating at present. The squares show its earlier ratings.
| 2015 | 2016 | 2017 | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 | 2025 | 2026 | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Overall | ||||||||||||
| Safe | ||||||||||||
| Effective | ||||||||||||
| Caring | ||||||||||||
| Responsive | ||||||||||||
| Well-led |
Ratings published by the Care Quality Commission.
Compare nearby
Nearest rated Good or Outstanding: Kindherts Care Ltd (Good, 0.3 miles away) and HF Trust Herts and Essex (Good, 0.4 miles away).
Nearest home care services:
- RI Sagecare (Biggleswade) Requires improvement, less than 0.1 miles away
- G Kindherts Care Ltd Good, 0.3 miles away
- G HF Trust Herts and Essex Good, 0.4 miles away
- G Professional Nursing Services Limited - 25A White Horse Court Good, 0.7 miles away
- – RTS Healthcare Services Not yet rated, 1.6 miles away
What inspectors found
From the Care Quality Commission's assessment published 23 July 2025 (assessment visit 21 October 2024). Quoted under the Open Government Licence.
Care By Us Limited is a domiciliary care agency registered to provide personal care. The service provides care and support to people in their own homes, within ‘extra care’ settings and to people living in supported living settings. This was the first assessment carried out under our single assessment framework.
- Safe No rating
- Effective Good
- Caring Good
- Responsive Good
- Well-led No rating
Read the rest of CQC's summary
This assessment was announced. Assessment activity and gathering of evidence started on 23 October 2024 and ended on 11 January 2025. We met with the provider and leadership team on 06 February 2025. During our assessment, the service was providing the regulated activity to more than 600 people.
This assessment was carried out as we had received concerns about aspects of the safety and management of the service. We looked at a total of 17 quality statements, across all of the five key questions. At our last inspection (report published 03 October 2019) the service was rated Outstanding.
At this assessment we found improvements were needed with regards to staff deployment and timeliness, staff training and induction, quality assurance and leadership. The service is now rated Requires Improvement.
Quality assurance systems and processes were not being operated effectively. Where audits, checks and surveys had been completed, these did not always lead to action being taken to make improvements. Process in place to manage safeguarding concerns, incidents, accidents and untoward events were not always consistently followed.
Changes in management had created instability. Improvements were needed to the culture of the service and the communication from senior staff and leaders. People, their relatives and staff told us they did not always receive a response or outcome to information shared with managers.
People were not always receiving a timely service. In some areas of the service, people were experiencing early and late visits along with the visit duration being cut short. Well organised staff deployment, along with effective training and induction was not evident.
Whilst people and their relatives told us they were satisfied with the assessment completed when they began to receive a service, and subsequent reviews, we found that care plans and associated risk assessments were not always consistent with people’s needs.
People, relatives and staff offered mixed feedback about their experiences of the service.
-
Safe
No rating
Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.
At our last assessment we rated this key question Outstanding. At this assessment the rating has changed to Requires Improvement. This meant some aspects of the service were not always safe and there was reduced assurance about safety. There was an increased risk that people could be harmed.
-
Effective
Good
Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.
At our last assessment we rated this key question Outstanding. At this assessment the rating has changed to Good. This meant the effectiveness of people’s care, treatment and support achieved good outcomes and people’s feedback confirmed this, however we found consistency could be improved.
-
Caring
Good
Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.
At our last assessment we rated this key question Outstanding. At this assessment the rating has changed to Good. This meant people were supported and treated with dignity and respect; and involved in their care.
-
Responsive
Good
Responsive – this means we looked for evidence that the provider met people’s needs.
At our last assessment we rated this key question Outstanding. At this assessment the rating has changed to Good. This meant people’s needs were met through organisation and delivery, however we found that listening to feedback and complaints could be improved.
-
Well-led
No rating
Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.
At our last assessment we rated this key question Outstanding. At this assessment the rating has changed to Requires Improvement. This meant the management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care.
Questions to ask the service
- Ask to see the most recent Care Quality Commission (CQC) report and what the service did about any points in it.
- Ask how visit times are agreed and who covers when your usual carer is away.
Registration details
- Registered manager
- Sophie Riding
- Registered with the CQC since
- What it provides
- Domiciliary care service, Supported living service
- Who it supports
- Children 0-18 years, Dementia, Learning disabilities or autistic spectrum disorder, Mental Health, Older People, People who misuse drugs and alcohol, People with an eating disorder, Physical Disability, Sensory Impairment, Younger Adults
Inspection report
Read the full inspection report (opens the Care Quality Commission website)4 inspection reports, latest 3 October 2019. Latest assessment published 23 July 2025; the Care Quality Commission's newer assessments are published on its website rather than as reports.
The rating is the Care Quality Commission's. We show it as published and do not change it.
Who runs it
- Provider
- Care By Us LtdBrand: City and County Healthcare Group
- Ownership type
- Organisation
- Companies House number
- 04664433 (opens Companies House)
Care By Us Ltd runs 4 services, all in the East of England. 1 is rated Good or Outstanding and 3 have no rating yet.
Other services run by Care By Us Ltd
- O Care By Us - North London & West Hertfordshire Outstanding. Home care, Hertfordshire
- – Care By Us – Silkin Court Not yet rated. Home care, Hertfordshire
- – Care By Us – Swan Field Court Not yet rated. Home care, Hertfordshire
Getting help from Hertfordshire County Council
The council can assess what care someone needs and tell them what help with the cost they may get.
- Adult social care at Hertfordshire County Council
- Ask for a care needs assessment
- Phone: 0300 123 4042, Monday to Friday, 8.30am to 5.30pm (closed weekends and public holidays)
- Support for carers
- Care home fee rates published by the council
Checked on the council's website, November 2026.
Common questions
- Does Care By Us Limited provide nursing care?
- The Care Quality Commission's register does not list nursing care for Care By Us Limited.
- When was Care By Us Limited last inspected?
- The Care Quality Commission's latest rating for Care By Us Limited was published on 23 July 2025.
- Who runs Care By Us Limited?
- Care By Us Limited is run by Care By Us Ltd. It runs 4 services, all in the East of England.
- What is Care By Us Limited's CQC rating?
- No overall rating: this location offers more than one kind of service, so the CQC rates each service separately.
Contact
- Phone
- 01279 755875
- Address
- Millars Three, Southmill Road, Bishops Stortford, CM23 3DH Map (opens Google Maps)
Compare nearby
Nearest rated Good or Outstanding: Kindherts Care Ltd (Good, 0.3 miles away) and HF Trust Herts and Essex (Good, 0.4 miles away).
Nearest home care services:
- RI Sagecare (Biggleswade) Requires improvement, less than 0.1 miles away
- G Kindherts Care Ltd Good, 0.3 miles away
- G HF Trust Herts and Essex Good, 0.4 miles away
- G Professional Nursing Services Limited - 25A White Horse Court Good, 0.7 miles away
- – RTS Healthcare Services Not yet rated, 1.6 miles away