Amber Home Carers Surrey
- Home care
- Dementia care
- Registered since 2018
- Staines-upon-Thames, Surrey, South East
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
4 ratings
Its last inspection moved it down from Good to Inadequate.
This month
The latest rating was published.
92%
of rated home care services in Surrey are Good or Outstanding (87% across the South East, 88% across England).
Amber Home Carers Surrey: 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: OFH Care (Good, 0.3 miles away) and Avidity Care (Good, 0.5 miles away).
Nearest home care services:
- RI Faith's Walk Healthcare Services Ltd Requires improvement, 0.3 miles away
- G OFH Care Good, 0.3 miles away
- – Vivid Passionate Care Not yet rated, 0.3 miles away
- G Avidity Care Good, 0.5 miles away
- – Acacia Homecare Limited No overall rating, 0.5 miles away
What inspectors found
From the Care Quality Commission's assessment published 23 October 2026 (assessment visit 24 July 2026). Quoted under the Open Government Licence.
Date of inspection: 29 and 30 July 2026
Amber Home Carers Surrey provides personal care to people in supported living settings and older people living in their own homes. This report is in relation to the supported living settings, which at the time of our assessment were provided across 7 separate settings. During our assessment we visited 6 of those settings. The service is also registered to provide treatment for disease, disorder or injury. However, the manager told us they were not utilising this part of their registration. The manager had been appointed following our last inspection and had applied to register with CQC.
- Safe No rating
- Effective Good
- Caring Good
- Responsive Good
- Well-led No rating
Read the rest of CQC's summary
The inspection took place to follow up on concerns identified during our previous inspection where the service was rated inadequate and placed into special measures. At this inspection we found improvements had been made although continued development was required to ensure systems were fully embedded into practice and sustained. We found 1 continued breach of regulation in relation to good governance. Improvements had been made in relation to person-centred care, dignity and respect, safe care and treatment, and safeguarding and the provider was no longer in breach of these regulations.
We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. We found that whilst people’s safety, opportunities and choices had increased, on-going work was required to ensure people were always at the centre of their support and able to live as ordinary a life as possible.
People, relatives, staff and partner agencies gave positive feedback regarding the manager of the service and the changes made. However, there were on-going shortfalls in how the quality of the service was assessed, how incidents were reported externally, the maintenance of records and how on-going improvements were planned.
Systems were in place to monitor accidents and incidents and ensure lessons were learnt. Clear reporting processes were followed, although overarching themes were not analysed to support staff learning and minimise the risk of recurrence. The improvements made, along with environmental changes and a number of people now living alone had led to a significant reduction in incidents and people’s levels of anxiety. Medicines were managed safely with regular checks completed to identify any errors promptly.
Staff told us they felt supported and valued in their roles. Enhanced training had been provided which had helped staff to develop a greater understanding of their responsibilities and the people they supported. Staff worked as a team and communicated openly about any concerns. There was an open culture throughout the staff team which had a clear impact on the support people received.
This service has been in Special Measures since March 2026. The provider demonstrated improvements that have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.
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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 inadequate. At this assessment the rating has changed to 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.
At our last inspection the provider was in breach of the legal regulations in relation to people’s safe care and treatment, the ways people’s medicines were managed, how people were safeguarded from the risk of abuse, and how staff were trained and supported within their roles. At this inspection we found improvements had been made and the provider was no longer in breach of these regulations.
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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 inadequate. At this assessment the rating has changed to good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.
At our last inspection the provider was in breach of the legal regulation in relation to people’s care not being person-centred. At this inspection we found improvements had been made and the provider was no longer in breach of this regulation.
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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 inadequate. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.
At our last inspection the service was in breach of legal regulations in relation to the lack of privacy and dignity afforded to people and people’s care not being person-centred. At this inspection we found improvements had been made and the provider was no longer in breach of these regulations.
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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 inadequate. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.
At our last assessment we found the service was in breach of legal regulation in relation to people’s care not being person-centred.At this inspection we found improvements had been made and the provider was no longer in breach of this regulation.
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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 inadequate. 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.
At our last inspection the provider was in breach of the legal regulations in relation to the management oversight and governance of the service. At this inspection we found although improvement had been made the provider remained in breach of this regulation as increased oversight and governance was required.
Ratings by service
The Care Quality Commission rates each kind of service at this location separately.
| Service | Rating | Date | Safe | Effective | Caring | Responsive | Well-led |
|---|---|---|---|---|---|---|---|
| Homecare | No rating | Safe: No rating | Effective: Good | Caring: Good | Responsive: No rating | Well-led: No rating | |
| Supported Living | No rating | Safe: No rating | Effective: Good | Caring: Good | Responsive: Good | Well-led: No rating |
Questions to ask the service
- Safe was rated Inadequate on 4 March 2026. Ask how medicines are managed, how staffing levels are decided and how incidents are reviewed.
- Effective was rated Inadequate on 4 March 2026. Ask about staff training and how health appointments are arranged.
- Caring was rated Inadequate on 4 March 2026. Ask how staff protect dignity and how people are involved in decisions about their care.
- Responsive was rated Inadequate on 4 March 2026. Ask to see how care plans are kept up to date, how complaints are handled.
Registration details
- Registered manager
- Tionne Godfrey-Smith
- Registered with the CQC since
- What it provides
- Domiciliary care service, Supported living service
- Who it supports
- Dementia, Learning disabilities or autistic spectrum disorder, Mental Health, Older People, Physical Disability, Sensory Impairment, Younger Adults
Inspection report
Read the full inspection report (opens the Care Quality Commission website)3 inspection reports, latest 12 August 2023. Latest assessment published 23 October 2026; 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
- Amber Home Carers Ltd
- Ownership type
- Organisation
- Companies House number
- 08132706 (opens Companies House)
Amber Home Carers Ltd runs 2 services in England, 1 of them in the South East. 1 is rated Good or Outstanding and 1 has no rating yet.
Other services run by Amber Home Carers Ltd
- G Amber Home Carers Good. Home care, Richmond upon Thames, London
Getting help from Surrey 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 Surrey County Council
- Ask for a care needs assessment
- Phone: 0300 200 1005, Monday to Friday, 9am to 5pm
- Contact adult social care online
- Support for carers
- Paying for care: Surrey County Council
Checked on the council's website, November 2026.
Common questions
- Does Amber Home Carers Surrey provide nursing care?
- The Care Quality Commission's register does not list nursing care for Amber Home Carers Surrey.
- When was Amber Home Carers Surrey last inspected?
- The Care Quality Commission's latest rating for Amber Home Carers Surrey was published on 23 October 2026.
- Who runs Amber Home Carers Surrey?
- Amber Home Carers Surrey is run by Amber Home Carers Ltd. It runs 2 services in England, 1 of them in the South East.
- What is Amber Home Carers Surrey's CQC rating?
- No overall rating: this location offers more than one kind of service, so the CQC rates each service separately.
Contact
- Phone
- 020 8890 2566
- Address
- 2 The Parade, Thorpe Road, Staines-upon-thames, TW18 3HF Map (opens Google Maps)
Compare nearby
Nearest rated Good or Outstanding: OFH Care (Good, 0.3 miles away) and Avidity Care (Good, 0.5 miles away).
Nearest home care services:
- RI Faith's Walk Healthcare Services Ltd Requires improvement, 0.3 miles away
- G OFH Care Good, 0.3 miles away
- – Vivid Passionate Care Not yet rated, 0.3 miles away
- G Avidity Care Good, 0.5 miles away
- – Acacia Homecare Limited No overall rating, 0.5 miles away