Phoenix Care
- Home care
- Dementia care
- Registered since 2024
- Bath, Bath and North East Somerset, South West
Requires improvement
Rated on
Rating from the Care Quality Commission.
At a glance
3 ratings
Rated Requires improvement at every inspection since 2021.
This month
The latest rating was published.
6 of 19
rated home care services in Bath and North East Somerset are rated Requires improvement, like this one.
Phoenix Care: inspection record
Rated Requires improvement in October 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: Kumari Care (Good, 0.4 miles away) and MHA Care at Home - Alexander Branch (Good, 0.5 miles away).
Nearest home care services:
- G Kumari Care Good, 0.4 miles away
- G MHA Care at Home - Alexander Branch Good, 0.5 miles away
- RI Amicus Homecare Ltd Requires improvement, 0.8 miles away
- – Caremark Bath & North East Somerset Not yet rated, 0.8 miles away
- – Abney & Baker (Bath) Ltd Not yet rated, 0.9 miles away
What inspectors found
From the Care Quality Commission's assessment published 28 October 2026 (assessment visit 5 August 2026). Quoted under the Open Government Licence.
Date of Assessment: 7 August to 12 September 2026.
Phoenix Care is a domiciliary care agency providing personal care to people living in their own homes. At the time of our assessment, the provider was supporting 44 people with a regulated activity. People using the service had a range of needs, including learning disabilities, mental health conditions, dementia, physical disabilities, sensory impairments and substance misuse needs.
- Safe No rating
- Effective No rating
- Caring Good
- Responsive No rating
- Well-led No rating
Read the rest of CQC's summary
We assessed the service against the ‘Right support, Right care, Right culture’ guidance to make judgements about whether the provider guaranteed and demonstrated that people with a learning disability and autistic people are considered with respect, equality, dignity, choices, independence and access to local communities that most people take for granted.
We identified concerns in relation to risk management, care planning, medicines management, Mental Capacity Act processes, staff training and competency, recruitment practices, record keeping and governance arrangements. Risks associated with people's health conditions, including diabetes and epilepsy, had not always been fully assessed or clearly documented, and staff did not always have sufficient guidance to support people safely. Records contained gaps and inconsistencies, reducing assurance that people's needs and risks were being consistently monitored and managed.
The provider had not consistently embedded learning from incidents, complaints, audits or previous assessments. Governance systems lacked effective oversight and had not always identified or addressed issues in a timely way. Opportunities to learn from previous concerns and drive sustained improvement had not always been fully realised. Planning for future care, including end of life wishes, was not routinely discussed or documented, meaning people's preferences for future care were not always clearly recorded.
Despite these concerns, the provider demonstrated a caring and person-centred approach. Most staff spoke positively about the support provided and the relationships they had with managers. Staff knew people well, understood their preferences and promoted independence, choice and access to community activities. Staff demonstrated an understanding of safeguarding procedures and how to raise concerns. Managers were open, transparent and receptive to feedback. The provider also worked with families, healthcare professionals and community organisations to help people maintain important relationships and access opportunities within their local communities.
We identified 5 breaches of legal requirements relating to consent, safe care and treatment, fit and proper person employed, governance and oversight, and the requirement to display performance assessment ratings.
-
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 requires improvement. At this assessment the rating has remained 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.
The provider was previously in breach of legal regulations in relation to Safe care and treatment, and fit and proper persons employed. Improvements were not found at this assessment, and the provider remained in breach of these regulations.
-
Effective
No rating
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 requires improvement. At this assessment the rating has remained requires improvement.
This meant the effectiveness of people’s care, treatment and support did not always achieve good outcomes or was inconsistent.
The provider was in breach of legal regulations in relation to consent to care and treatment.
-
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 good. At this assessment the rating has remained good.
This meant people were supported and treated with dignity and respect; and involved as partners in their care.
-
Responsive
No rating
Responsive – this means we looked for evidence that the provider met people’s needs.
At our last assessment we rated this key question requires improvement. At this assessment the rating has remained requires improvement.
This meant people’s needs were not always met.
-
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 requires improvement. At this assessment the rating has remained 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 provider was previously in breach of legal regulations in relation to governance and oversight. Improvements were not found at this assessment, and the provider remained in breach of these regulations. The provider was also found to have breached regulations in relation to displaying their rating.
Questions to ask the service
- Safe was rated Requires improvement on 28 October 2026. Ask how medicines are managed, how staffing levels are decided and how incidents are reviewed.
- Effective was rated Requires improvement on 28 October 2026. Ask about staff training and how health appointments are arranged.
- Responsive was rated Requires improvement on 28 October 2026. Ask to see how care plans are kept up to date, how complaints are handled.
- Well-led was rated Requires improvement on 28 October 2026. Ask about changes in management and what has changed since the report.
Registration details
- Registered manager
- Thomas Greenwood
- Registered with the CQC since
- What it provides
- Domiciliary care service
- Who it supports
- Dementia, Learning disabilities or autistic spectrum disorder, Mental Health, Older People, People who misuse drugs and alcohol, 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
- Provider
- Phoenix (SW) Limited
- Ownership type
- Organisation
- Companies House number
- 07094584 (opens Companies House)
Getting help from Bath and North East Somerset Council
The council can assess what care someone needs and tell them what help with the cost they may get.
- Adult social care at Bath and North East Somerset Council
- Ask for a care needs assessment
- Phone: 01225 394570, Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm
- Support for carers
- Paying for care: Bath and North East Somerset Council
Checked on the council's website, November 2026.
Common questions
- Does Phoenix Care provide nursing care?
- The Care Quality Commission's register does not list nursing care for Phoenix Care.
- When was Phoenix Care last inspected?
- The Care Quality Commission's latest rating for Phoenix Care was published on 28 October 2026.
- Who runs Phoenix Care?
- Phoenix Care is run by Phoenix (SW) Limited.
- What is Phoenix Care's CQC rating?
- Its overall rating from the Care Quality Commission is Requires improvement, published on 28 October 2026.
Contact
- Phone
- 01225 592980
- Address
- Office 3.53 Northgate House, Upper Borough Walls, Bath, BA1 1RG Map (opens Google Maps)
Compare nearby
Nearest rated Good or Outstanding: Kumari Care (Good, 0.4 miles away) and MHA Care at Home - Alexander Branch (Good, 0.5 miles away).
Nearest home care services:
- G Kumari Care Good, 0.4 miles away
- G MHA Care at Home - Alexander Branch Good, 0.5 miles away
- RI Amicus Homecare Ltd Requires improvement, 0.8 miles away
- – Caremark Bath & North East Somerset Not yet rated, 0.8 miles away
- – Abney & Baker (Bath) Ltd Not yet rated, 0.9 miles away