Delivering high-quality, person-centred care
Customer survey results 2026 Solihull
Customer survey results 2026: Delivering high-quality, person-centred care
We are proud to share the results of our latest customer satisfaction survey, which highlights our continued commitment to delivering safe, reliable and person-centred care to every customer. We encourage all customers and their families to share feedback with us, and we are delighted with the responses received.
Key results
94% of customers rated our service as Excellent or Very Good
100% of customers feel safe receiving our care
100% say care is delivered professionally and respectfully
100% confirm care plans are followed correctly
94% would recommend our service to others
These results reflect the consistency, professionalism and compassion of our care team.
All the staff are vigilant with regard to high quality care and how needs can and do evolve which is very reassuring.
What we do well
High-quality, person-centred care
Customers consistently told us that care is delivered with dignity, respect and attention to individual needs.
Loving care, dignity and respect...wonderful carers who always ask what mum needs.
Reliability and responsiveness
Customers value our ability to respond to changing needs and provide reassurance when it matters most.
Very responsive to urgent needs or changes required.
Promoting independence and wellbeing
Our care supports customers to maintain independence and continue living life on their terms.
Overall satisfaction
Many customers expressed complete satisfaction with the service they receive.
You do the job so well as far as my mum is concerned.
Areas for improvement
While the feedback is overwhelmingly positive, the survey also helps us identify where we can do even better.
Communication
Some customers highlighted that communication could be improved when there are delays or changes.
We recognise how important this is for reassurance and are continuing to strengthen our communication processes.
Introducing new carers
Feedback showed that new carers are not always introduced as consistently as we would expect.
We are reinforcing our shadowing and introduction processes to ensure every customer feels comfortable and confident.
Visit consistency
A small number of responses highlighted the importance of visits always running to their full allocated time.
We are increasing monitoring and spot checks to ensure consistency across all visits.
Our commitment to improvement
To build on our strengths and address these areas, we will:
Strengthen communication processes, particularly around delays and changes
Reinforce structured introductions and shadowing for new carers
Continue monitoring visit quality and duration through spot checks
Promote open communication so customers feel confident raising feedback at any time
In summary
Our survey results confirm that we are delivering a highly professional, respectful and trusted service, with strong levels of customer satisfaction.
Choosing the right carer makes all the difference... Thank you.
The feedback also provides valuable insight into how we can further strengthen communication and consistency, helping us make an already strong service even better.
Looking for care at home in Solihull?
Our local team is here to provide safe, reliable, and person-centred care that meets your individual needs. Whether you need short-term support, regular visits, or specialist care, we’re ready to help you or your loved one live safely and independently at home.
Contact us