Helping Hands Epsom

Who the service is for

This service supports older people, people living with dementia, and people with physical disabilities who are living in their own homes.

We carried out this assessment from 6 July to 16 July 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

The management team had created a warm and inclusive service that clearly valued both the people it supported and staff members. Staff were supported through hardships in a variety of ways and were provided with praise and positive feedback. Staff told us they felt supported, with comments including, “The management team are approachable and supportive. Recently I have had a family issue, and they were very supportive and they regularly check in on me and provide support throughout the difficult times and given me advice and they make sure that I’m coping”, and “I have felt supported from day 1 and feel part of the team. From the day I first came into the office I have felt that the office team are very professional and polite and always give credit where it is due.”

Staff were aware of their responsibility to safeguard people from the risk of abuse and harm. Care plans and risk assessments around people’s needs were detailed yet concise. These were regularly reviewed and updated, with people and their relatives being involved in this process. Staff were safely recruited and were provided with regular training to support them with the knowledge and skills required to deliver safe care. Medicine recording and administration processes were safe. Staff were aware of the importance of gaining consent before delivering care.

Staff were proud to work for the service. One staff member told us, “It is a pleasure to work for [the service] and we feel like 'family'.” Any shortfalls in care were identified through thorough quality governance audits, with appropriate action being taken to resolve in a timely manner. Accidents, incidents and concerns were used as a learning source to improve the service going forward.