Home care franchise Visiting Angels has celebrated a major milestone after its West Leicestershire franchise achieved an Outstanding rating across all five key assessment areas in its very first inspection by the Care Quality Commission (CQC), underlining the strength of the brand’s franchise model and its carer-first approach.
Led by franchisee Jade Thumwood, Visiting Angels West Leicestershire launched in Hinckley just two years ago and has now become one of only 24 home care providers, out of more than 14,000 services, to achieve Outstanding ratings across all five CQC key lines of enquiry: Safe, Effective, Caring, Responsive and Well-led. The achievement places the franchise among an elite group of regulated home care providers in England.
The CQC inspection praised the business for delivering highly personalised care, strong leadership, effective governance and a culture centred on both clients and caregivers.
Greg Rielly, Deputy Director of Adult Social Care at the CQC for the East Midlands, said: “What we found at Visiting Angels West Leicestershire was genuinely impressive, particularly for its first inspection. From the moment someone first interacted with the service, staff put people at the heart of any decisions and took real time to understand who they were, what mattered to them, and how they wanted to live their lives.”
Inspectors also highlighted the franchise’s proactive approach to healthcare, close collaboration with health professionals, and commitment to helping clients remain active within their local communities. The report recognised a positive workplace culture where caregivers felt valued, supported and proud of the care they delivered.
Commenting on the achievement, Jade Thumwood, Managing Director of Visiting Angels West Leicestershire, said: “Receiving an Outstanding rating in all areas at our first inspection is an incredible achievement and reflects everything we set out to build. “From the beginning, Visiting Angels gave us the tools, guidance and confidence to create a care service that genuinely puts people first while supporting our carers to thrive. Having that framework behind us has allowed us to focus on building meaningful relationships with our clients, our team and the wider community.
Founded in the United States, Visiting Angels is one of the world’s largest home care franchise networks and has expanded its UK presence by offering entrepreneurs a franchise model built around caregiver retention, operational support and community-based care. The company differentiates itself through its “carer-centric” philosophy, believing that well-supported caregivers consistently deliver better outcomes for clients.
Dan Archer, UK CEO of Visiting Angels, said: “Outstanding ratings are never achieved by chance. They’re earned through strong leadership, consistent support and a retention culture. By retaining 90% of our caregivers, we give clients choice on who supports them and the certainty of a familiar face every day. “We’ve always said that it’s impossible to provide outstanding care unless you recruit and retain outstanding caregivers. Our carer-centric model delivers better care and this rating is a fantastic endorsement of Jade’s passion and the Visiting Angels vision.”
The latest recognition further strengthens the franchise brand’s reputation as it continues to expand across the UK. The company said the Outstanding result demonstrates how its franchise systems, operational support and care model enable franchisees to build commercially successful businesses while achieving the highest standards of regulated care.
The West Leicestershire office, based in Hinckley, provides a range of home care services including personal care, companionship, dementia care and complex care, helping people remain independent in their own homes.
