Ontime Response Healthcare Ltd Norfolk
- Home care
- Dementia care
- Registered since 2023
- Norfolk, East of England
Requires improvement
Rated on
Rating from the Care Quality Commission.
At a glance
1 rating
Only one rating on record, so there is no trend to show yet.
6 months
since the latest rating was published.
25 of 115
rated home care services in Norfolk are rated Requires improvement, like this one.
Ontime Response Healthcare Ltd Norfolk: inspection record
Rated Requires improvement in April 2026.
| 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: Extra Hands of Heacham Limited - Heacham Office (Good, 2.6 miles away) and Yourlife (Hunstanton) (Good, 4.1 miles away).
Nearest home care services:
- G Extra Hands of Heacham Limited - Heacham Office Good, 2.6 miles away
- G Yourlife (Hunstanton) Good, 4.1 miles away
- G Bluebell Support Services Good, 6 miles away
- – Kings Lynn Supported Living No overall rating, 7.7 miles away
- – Wellness Home Care services Ltd Norfolk Not yet rated, 8.9 miles away
What inspectors found
From the Care Quality Commission's assessment published 17 April 2026 (assessment visit 23 February 2026). Quoted under the Open Government Licence.
Date of Assessment 10 March 2026 to 25 March 2026. Ontime Response Healthcare Ltd Norfolk is a domiciliary care agency, providing support to people in their own homes. They provided support to adults of all ages with a variety of different health needs. At the time of our assessment, they were supporting 10 people. All were in receipt of the regulated activity personal care. 1 person was being supported with a live in carer. They also support children up to the age of 18, however, no children were being supported at the time of our assessment.
- Safe No rating
- Effective Good
- Caring Good
- Responsive Good
- Well-led No rating
Read the rest of CQC's summary
This was the first assessment completed on Ontime Response Healthcare Ltd Norfolk since their registration and was conducted due to being unrated. Due to this we conducted a site visit on 17 March 2026. We found the provider was in breach of regulation in relation to good governance.
The service had a lack of systems in place to enable them to identify inconsistencies within peoples care plans and health issues that posed a risk to people. We found safeguarding referrals were not always raised when appropriate. Action plans either had historic actions still outstanding or new actions that had been set, were not robust and did not evidence improvement was always made. There was a lack of provider oversight in the service.
However, there were an adequate number of staff to support people in the service. Medicines were administered safely and staff knew the care and support needs of the people they supported. Staff were kind and caring and they provided information clearly. They listened and acted upon concerns raised. The registered manager was very visible and ensured people received the correct support from healthcare professionals when there was a change to their needs.
We have asked the provider for an action plan in response to the concerns found at this assessment.
-
Safe
No rating
Safe – this means we looked for evidence that people were protected from abuse and avoidable harm.
This is the first assessment for this newly registered service. This key question has been rated requires improvement. This meant some aspects of the service were not always safe and there was limited 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.
This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.
-
Caring
Good
Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.
This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.
-
Responsive
Good
Responsive – this means we looked for evidence that the provider met people’s needs.
This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.
-
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.
This is the first assessment for this newly registered service. This key question has been rated 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.
The service was in breach of legal regulation in relation to governance at the service. There were a lack of effective systems to provide clear oversight.
Questions to ask the service
- Safe was rated Requires improvement on 17 April 2026. Ask how medicines are managed, how staffing levels are decided and how incidents are reviewed.
- Well-led was rated Requires improvement on 17 April 2026. Ask about changes in management and what has changed since the report.
- Ask to see the most recent Care Quality Commission (CQC) report and what the service did about any points in it.
Registration details
- Registered manager
- Caroline Simende
- Registered with the CQC since
- What it provides
- Domiciliary care service
- Who it supports
- Children 0-18 years, Dementia, Older People, Physical Disability, Sensory Impairment, Younger Adults
Inspection report
Read the full inspection report (opens the Care Quality Commission website)The rating is the Care Quality Commission's. We show it as published and do not change it.
Who runs it
- Ownership type
- Organisation
- Companies House number
- 11147805 (opens Companies House)
Ontime Response Healthcare Limited runs 3 services in England, 1 of them in the East of England. 1 is rated Good or Outstanding, 1 is rated Requires improvement or Inadequate and 1 has no rating yet.
Other services run by Ontime Response Healthcare Limited
- G Ontime Response Healthcare Limited Good. Home care, Milton Keynes, South East
- – Ontime Response Healthcare Limited Not yet rated. Home care, West Sussex, South East
Getting help from Norfolk 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 Norfolk County Council
- Ask for a care needs assessment
- Phone: 0344 800 8020, Monday to Friday, 9am to 5pm
- Support for carers
- Paying for care: Norfolk County Council
Checked on the council's website, November 2026.
Common questions
- Does Ontime Response Healthcare Ltd Norfolk provide nursing care?
- The Care Quality Commission's register does not list nursing care for Ontime Response Healthcare Ltd Norfolk.
- When was Ontime Response Healthcare Ltd Norfolk last inspected?
- The Care Quality Commission's latest rating for Ontime Response Healthcare Ltd Norfolk was published on 17 April 2026.
- Who runs Ontime Response Healthcare Ltd Norfolk?
- Ontime Response Healthcare Ltd Norfolk is run by Ontime Response Healthcare Limited. It runs 3 services in England, 1 of them in the East of England.
- What is Ontime Response Healthcare Ltd Norfolk's CQC rating?
- Its overall rating from the Care Quality Commission is Requires improvement, published on 17 April 2026.
Contact
- Address
- 11 Alma Road, Snettisham, King's Lynn, PE31 7NY Map (opens Google Maps)
Compare nearby
Nearest rated Good or Outstanding: Extra Hands of Heacham Limited - Heacham Office (Good, 2.6 miles away) and Yourlife (Hunstanton) (Good, 4.1 miles away).
Nearest home care services:
- G Extra Hands of Heacham Limited - Heacham Office Good, 2.6 miles away
- G Yourlife (Hunstanton) Good, 4.1 miles away
- G Bluebell Support Services Good, 6 miles away
- – Kings Lynn Supported Living No overall rating, 7.7 miles away
- – Wellness Home Care services Ltd Norfolk Not yet rated, 8.9 miles away