Dove Home Care Agency Limited, a homecare provider supporting people across Solihull, has been rated as "Requires Improvement" following an inspection by the Care Quality Commission (CQC).

The service provides care and support for older people, people living with dementia, physical disabilities, sensory impairments and learning disabilities across the area.

Alongside local homecare visits, the provider also delivers a national live-in care service, where carers live with people in their own homes to provide ongoing support with their day-to-day needs.

Dove Home Care Agency Limited was assessed between April 27 and May 19, 2026, after the CQC carried out a responsive assessment, due to concerns received about the service.

At the time of the inspection, the Solihull-based provider was supporting 245 people receiving personal care.

Inspectors rated the service Requires Improvement overall, with the same rating given for Safe, Effective, Responsive and Well-led.

The service was rated Good for Caring.

The CQC found that some systems and processes were not effective enough to ensure people were consistently protected from risks.

The report said: "Overall, systems and processes were not always robust which meant people were not always fully protected from risk."

Inspectors raised concerns about governance arrangements, including gaps in call monitoring oversight, staff training, recruitment processes and delays in reviewing medicines.

The report also highlighted issues with risk assessments and care planning documentation, finding that records were not always up to date or reflective of changes in people's needs.

The CQC said: "Risk assessments were not always in place or aligned with care delivery, and care planning documentation was not consistently up to date or reflective of changes in people's needs."

Inspectors said this created potential risks around areas including fire safety, safeguarding reporting and medicines management.

They also found evidence around consent and decision-making was not always clearly recorded, meaning that care was not always consistently tailored around people's preferences, equality needs and future wishes.

However, the report also highlighted positive experiences from people using the service and their relatives.

People told inspectors they felt safe and well supported, with feedback describing staff as kind, respectful and supportive of people's independence.

The CQC found staff had a good understanding of safeguarding, consent and infection prevention, and worked with external professionals to help improve outcomes for people receiving care.

The report said: "There was a positive and caring culture, with most staff feeling supported by approachable managers and able to raise concerns."

The provider was open to feedback during the inspection process and had already begun taking action to address the issues identified.

However, Dove Home Care Agency Limited was found to be in breach of four legal regulations relating to person-centred care, consent, safe care and treatment, and governance and oversight.

The inspection also recorded concerns from some people using the service and their families about carers arriving late for visits.

Some respondents said clearer communication around staff rotas and delays would improve their experience, while others suggested additional training in areas such as mental health.

Despite the improvements required, the CQC recognised that people continued to receive support from staff who were committed to treating them with dignity, respect and promoting their independence.

Dove Home Care Agency Limited was contacted for comment.

Read the full report here.