A domiciliary care agency which provides care and support for residents living in Surrey, West Sussex and East Hampshire has “requires improvement” the Care Quality Commission (CQC) says in a report.

Haslemere Homecare, owned by Lisa Kemp, supports those who want to remain in their homes, but who can can no longer care for themselves adequately.

When inspected in January, it was providing care for 112 people Haslemere Grayshott, Liphook, Chiddingfold, Fernhurst and Midhurst, Inspectors visited the office and spoke to the registered manager and six members of staff and also met 12 residents using the service and two relatives.

No concerns were found in the previous inspection in February 2014.

Under the five inspection headings, CQC inspectors graded both the effectiveness and the responsiveness of the service provided as “good”, but in need of improvement to be “safe”, “caring” and “well led”.

They reported individual records were not always kept securely and improvements had not been made following feedback from those cared for and their relatives.

Inspectors recommended the company reviewed travel times between home visits, as carers were not always able to spend the full time allocated for visits and were sometimes “rushed”.

The CQC report said enough staff were deployed to keep residents safe and systems were in place to ensure people were protected from the risk of abuse. Inspectors also found residents were cared for by “kind, respectful staff”.

Although staff were described as “compassionate and caring”, some residents complained they didn’t know who was coming to check on them.

One said: “I’ve seen three different people this week. I ask carers when they are coming next then they don’t come. Their rotas change, which is not helpful to me. I have to explain to a different career all the time what needs to be done. I don’t want anyone in the house I haven’t been informed of.”

Homecare director Duncan Kemp said: “Following our latest inspection under the new CQC inspection guidelines we have implemented procedures and systems to comply with all of the recommendations made in the report.

“We are and remain committed to delivering the highest quality of care.”