The Care Quality Commission (CQC) said Kingston Council staff were supported well by compassionate leaders, although warned improvements could be made to tackle delays in access, varied response times and gaps in provision.
A new report by the CQC praised the council’s focus on helping people to live independently, particularly through short-term support to help patients regain everyday skills after illness or injury, occupational therapy and digital assistive technology, following an inspection in February.
It said access to care following hospital discharge was well-coordinated for patients.
Staff reported feeling supported and described a positive and inclusive working culture, according to the report.
They said leaders were capable and compassionate, with extensive experience in adult social care.
Inspectors also found safeguarding arrangements were well developed, with patients feeling safe and knowing who to contact with concerns.
But the report warned delays in access, varied response times across teams and gaps in provision affected people’s experiences, particularly for those from ethnic minority communities, with complex needs or without support networks.
It raised concerns about the accessibility and clarity of information provided, including around eligibility decisions and financial assessments.
The report said that while direct payments were well-established and valued for their flexibility, some people struggled to manage them or recruit personal assistants – leading to the discontinuation of support in a few cases.
Some families had also reported inconsistent support during the handover from children to adult services, especially where needs were complex.
The report said: “Senior leaders were visible and acknowledged the need to improve areas such as carer’s support, accessibility of information, and waiting times. There was a clear transformation programme underway, focusing on locality-based delivery, digital innovation, and market development.
“The next steps included continued work to reduce delays, strengthen commissioning linked to local need, and improve equity of access.
“Ongoing evaluation, co-production, and improved communication with people using services and carers, were key to building trust and delivering better outcomes.”
The council welcomed the report as a “strong endorsement of the compassion, professionalism, and dedication” shown by staff.
It added it was committed to “learning, growing and continuously improving services to ensure we put every resident at the heart of what we do”.
Lib Dem councillor Sabah Hamed, portfolio holder for adult social care, public health and equalities, said: “This rating from the CQC is a reflection of the outstanding dedication of Kingston’s adult social care and health teams, and the strength of our partnerships.
“This result is a key part of our ambition to build a fairer and safer Kingston for all, where people receiving care and support, and their carers, get the care and respect they deserve.
“We will continue working together with our partners and communities to make a positive difference.”
Independent councillor James Giles, leader of the opposition, said the report was “a testament to the hard work of our frontline staff and officers, who continue to deliver for our residents, often in challenging circumstances”.
Councillor Giles added: “The positive findings – including the CQC’s recognition of our strengths in working with people and our commitment to person-centred care – should be celebrated.
“At the same time, the report also identifies areas for improvement, particularly around leadership consistency and long-term workforce planning. These are challenges faced across the country, and Kingston is not alone.
“As leader of the opposition, I will continue to play a constructive role in scrutiny – ensuring that the improvement plan is robust, timely, and resident-focused.
“But I also want to thank those working in the sector for their dedication, and I look forward to working cross-party to help Kingston become an outstanding provider of adult social care by our next inspection.”
