Homecare check annual report 2025/26

Healthwatch Brighton and Hove undertook research on residents’ experiences of home care services contracted by Brighton & Hove City Council. They spoke to 190 people receiving home care between May 2025 and May 2026 across nine different home care providers. Overall, people were very positive about their care workers, with most saying carers were kind, professional, competent and treated them with dignity and respect. Most respondents felt the care they received met their needs and helped them remain independent and living safely at home. 

Continuity of care was one of the most important factors influencing satisfaction. Most people usually saw the same carers and valued the relationships they had built with regular staff. However, where carers changed frequently, people reported frustration at having to repeatedly explain their preferences and routines. Respondents also highlighted differences between regular carers and cover staff, with some concerns about training, confidence, communication skills and visits ending early. 

The report found that communication was the main area requiring improvement. Less than half of respondents said they were routinely informed about who would be visiting them or when changes were made to planned care. Office staff and managers received more mixed feedback than care workers, with some people reporting difficulties contacting the office, resolving concerns and obtaining follow-up. Satisfaction with complaint handling was relatively low, with fewer than half of those who had complained reporting that they were satisfied with how their complaint had been managed. 

Healthwatch Brighton and Hove concluded that home care services play a vital role in helping people maintain independence and remain in their own homes. The report highlighted continuity of care, communication, complaints handling and information sharing as the key areas for improvement, while recognising the consistently positive feedback about front-line care workers and the strong value that service users place on regular, trusted carers.