Hales Group Limited – Waveney
Jarrold House, Grove Road, Lowestoft, NR32 1EB · View on map
This is the agency's office. Care is delivered in clients' own homes.
Contains public sector information licensed under the Open Government Licence v3.0.
Registration details
- Registered as a homecare agency with the Care Quality Commission since May 2022.
- Supports: older people (65+), people with dementia, physical disabilities, learning disabilities, sensory impairment, mental health conditions, adults under 65, children, substance misuse and eating disorders
- Local authority: Suffolk
- Registered manager: Kelly-Marie Jean Mildren
- Run by: Hales Group Limited
The inspection record
Rated Good overall. Report published 19 May 2026.
“Date of Inspection:3 March to 27 March 2026.Hales Group Limited – Waveney is a domiciliary care agency supporting people in their own homes. Not everyone who used the service received the regulated activity personal care. CQC only assesses where people receive personal care. This is help with tasks related to personal hygiene and eating. At the time of the inspection 31 people were being supported with the regulated activity of personal care. This was our first assessment of this service.”
“We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. At the time of the assessment, the service was supporting 1 person with a learning disability. As they were not receiving the regulated activity of personal care, we did not review their care records, however, the registered manager demonstrated they had regard to ‘Right support, right care, right culture’, and was able to describe how this guidance was implemented in line with people’s care needs.”
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“There were systems in place to assess risks to people and ways to reduce them, but the quality of risk assessments varied, with some risks being very well detailed whilst others were not. Records did not always describe people’s needs and how staff would support them. This was important as there were new staff working at the service who required accurate guidance to enable them to provide care which was effective and safe. The registered manager who started in post in September 2025, had already identified the need for improvement in risk assessments. Additional digital tasks were added to the information seen by staff on a daily basis so they understood the risk to people. This included risks such as diabetes, falls, choking, and skin integrity. This action reduced the risk of harm whilst risk assessments were being updated.”
“Safeguarding concerns about people using the service were reported to the local authority safeguarding team, however, the provider had not always submitted statutory notifications to CQC as required. People told us they always received their visits by care staff, but some experienced a delay in care staff arrival times. Some people felt the newer staff needed additional training, and better consistency of staff visiting them so they could build trust. The registered manager was monitoring this weekly to try and improve people’s experience. Governance systems were in place which identified where improvements were needed. This included audits of medicines records, care records and the quality of documentation. Improvements were made as a result of the audits being undertaken, for example, the quality of recording in medicines records and daily notes. Where improvements had been identified, additional training was implemented, such as record keeping workshops and medicines refresher training.”
“People were supported to stay healthy and to access external healthcare services.”
“During and following the inspection, the registered manager and regional manager took action to begin rectifying areas which required improvement.”
Frequently asked questions
What services does Hales Group Limited – Waveney provide?
Hales Group Limited – Waveney is registered with the Care Quality Commission to provide dementia home care and personal care.
Which local authority is Hales Group Limited – Waveney registered in?
Hales Group Limited – Waveney is registered in the Suffolk local authority area.
What is Hales Group Limited – Waveney's CQC rating?
Hales Group Limited – Waveney is rated Good by the Care Quality Commission (report published 19 May 2026). The full CQC inspection report is available at cqc.org.uk/location/1-12899241632.
Who is the registered manager at Hales Group Limited – Waveney?
The registered manager is Kelly-Marie Jean Mildren.
Who owns Hales Group Limited – Waveney?
Hales Group Limited – Waveney is operated by Hales Group Limited.
When was Hales Group Limited – Waveney last inspected?
The Care Quality Commission published its latest report on Hales Group Limited – Waveney on 19 May 2026.
Where is Hales Group Limited – Waveney located?
Hales Group Limited – Waveney is located in Lowestoft, United Kingdom.
When did Hales Group Limited – Waveney register with CQC?
Hales Group Limited – Waveney first registered on 6 May 2022.
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Location
Home-care agencies near Lowestoft
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Information disclaimer. Information regarding Hales Group Limited – Waveney is compiled from multiple sources and provided in good faith. While reasonable steps have been taken to ensure accuracy, no guarantee is given and no liability is accepted for any errors or omissions.
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