Herefordshire Council has today responded to the publication of the Care Quality Commission’s (CQC) Assessment Report of Adult Social Care, recognising where improvement is needed, work is already underway, and areas where CQC identified strong and effective practice.

CQC’s assessment rated the service as Requires Improvement, with an overall score of 56%, which is seven percentage points from being rated ‘Good’.

Cllr Carole Gandy, Herefordshire Council’s Cabinet Member for Adults, Health and Wellbeing, said: “We fully recognise the need to improve in areas of how we support those adults who are often the most vulnerable in society and need us the most. We have developed and already made progress on many elements of a comprehensive Improvement Plan during the past year. The CQC’s report is clear about where we are doing well, and reflects where we know we can provide better services for people in our care, and those who look after them. Changes we are implementing will further help people live well, and as independently as possible, with choice and control over their care.

“Herefordshire Council is fully committed to further acting on these findings. We know people are often waiting too long for assessments and sometimes for support. Like everywhere, demand has increased dramatically, putting pressure on services and budgets, and as CQC recognised, we have the additional challenges of a large rural area and ageing population.

“That’s why we’re now doing things differently - introducing new services, care models, and technology. By further collaborating with people using services, their families and carers, and joining-up across the public, private and voluntary and community sectors we can develop new approaches that give people the best opportunities and quality of life possible.”

The CQC report also recognised strengths in how services support people including:

Keeping people safe

CQC found ‘people feel safe and are kept safe’, with safeguarding arrangements rated ‘Good’. The assessment found ‘there were effective systems, processes and practices to make sure people were protected from abuse and neglect’, and that safeguarding concerns were triaged quickly, with clear thresholds and timely responses. Inspectors ‘did not find any safeguarding issues or concerns’, reflecting the focus on safety and strong multi‑agency working through the Herefordshire Safeguarding Adults Board.

Strong quality assurance and oversight

CQC highlighted a ‘robust, evidence‑based approach’ to quality assurance: ‘the local authority had clear arrangements to monitor the quality and impact of the care and support services commissioned for people and it supported improvements where needed. A robust quality assurance framework included monthly reporting, off-site reviews, on-site assessment of services, improvement action planning and escalation protocols.’

This assurance work supports consistency, safety and improvement across commissioned services and helps ensure people receive high‑quality care. CQC highlighted 77% of home care providers and 79% of residential care providers commissioned by the local authority were ‘good or outstanding’.

Dedicated, professional and compassionate staff

CQC reported ‘staff were passionate about supporting people’, and ‘understood the area and the specific needs of the people and communities in Herefordshire’, supporting strengths‑based practice. It said: ‘most of the people and partners we spoke with had good experiences of assessments, care planning and reviews’. It highlighted that staff were experienced, caring and focused on supporting people to maintain independence wherever possible.

Working in partnership

Partnership working was rated ‘Good’, with a ‘collaborative nature to health and care in Herefordshire’, and ‘there were strong links between adult social care, housing, public health and community organisations. The Council’s Talk Community service was recognised as an effective part of prevention and early support. The Council was recognised for its work to provide access to information, guidance, prevention and early support across what is a large, dispersed rural area. CQC highlighted ‘the authority had invested in Talk Community Hubs in community venues which provided opportunities for people to connect with support in ways that worked for them’

Prevention Strategy - preventing avoidable need

CQC highlighted ‘clear ambition… to invest and grow an early prevention approach’ in adult social care, recognising work with partners to help people stay well, independent and connected in their communities.

Tackling areas for improvement

Alongside these strengths, CQC identified areas where further improvement is needed, particularly around waiting times for Care Act, Financial and Occupational Therapy (OT) assessments; waiting times to receive some specific services; and support for unpaid carers.

Cllr Gandy said: “We fully acknowledge the CQC’s findings. During the past year we have already put major changes into place and are continuing to do so at pace. The team and our many partners are working hard to improve, and we’re determined to get to ‘Good’.”

The CQC Assessment Report site visit took place in September 2025. Key new developments and improvement already delivered during 2025-26 include:

• New All-Age Carers Strategy and Carers Partnership Board launched with unpaid and carers central to both, including as members of the Board
• ‘Waiting Well’ approach implemented to tackle the national issue of increased demand for assessments: this involves an embedded operating process including target of initial contact and conversation inside 48 hours, and a number of measures to help people on waiting lists. The Council maintains regular contact with people waiting for assessment and equipment, and monitors if their situations have changed to ensure they are safe. A clear prioritisation protocol means the most vulnerable, who may have urgent needs, are prioritised for assessment. Financial assessments are also brought forward for people clearly likely to need social care support, helping them plan for the future
• Embedding a best practice strengths-based approach for everyone needing support -planning care on what they can* and want* to do in life, not what restricts them
• New Prevention and Reablement strategies co-produced with service users, families/carers, and partners such as the NHS to help keep people safe and well at home, and to recover quicker after hospital and residential care
• Recruitment marketing campaign for Occupational Therapists (OTs) and Social Workers, including welcome and relocation payments to help attract people to Herefordshire
• Principal Social Worker appointed, and development of a structured training, education and career development pathway for social workers and OTs
• Launching comprehensive Transformation Programme to improve and speed up processes and maximise opportunities from new digital technology
• New commissioning frameworks and partnership working to provide even more choice and opportunities to live at home, and with as much independence as possible outside residential care, including growing Shared Lives adult carers.

A copy of the full assessment report can be viewed on the CQC website

Background

Adult Social Care is a statutory service, making a positive difference to people who need extra support and help across Herefordshire, including the most vulnerable in society. The service supported more than 6,000 adults in 2025, including commissioning care at home or in specialist accommodation for almost 2,900 people. Innovative prevention approaches mean people can live well and as independently as possible, with choice and control over their care. This includes new technology, and physical improvements and adaptations, to more than 4,100 homes annually.