Mutual agreement ends Care UK home care contract with Norfolk County Council

Organisational problems have been blamed for the mutual decision between Care UK and Norfolk County Council to terminate a home care contract in the Broadland area of the county.

Letters to service users have been sent out informing them of the gradual phasing out of Care UK services over the next few weeks, with a decision on the replacement provider expected to be made in July.

The contract was due to run for another two years but will come to an end this year because of problems, first highlighted in 2013, which both council and provider agree have not been successfully dealt with.

Recent reports have emerged about a number of missed home care visits and the quality of the service was accepted as unsatisfactory by both Norfolk County Council and Care UK.

Sue Whitaker, chair of the Adult Social Care Committee on Norfolk County Council, said: “Last year, when there were difficulties with the contracts, we said we would not hesitate to act if the situation recurred. We have been monitoring things very closely and have taken quick action which I firmly believe is in everyone’s best interests.”

The new home care provider appointed for the role will be jointly supported by Care UK and the Council during the period where responsibility is transferred.

Care UK will continue to operate home care services under Norfolk County Council contracts in the Great Yarmouth and Norfolk areas. The council said terminating the Broadland contract will allow the care provider to focus on delivering better quality care in these remaining areas.

Ms Whitaker continued: “This is absolutely no criticism of the front line staff who have on the whole provided brilliant care, day in, day out and I very much hope they will continue to do that in the future, albeit under different management.”

Donna Cousins, director of quality and governance for Care UK Community Services said: “We apologise to people who have experienced difficulties with their service over recent weeks.

“Relinquishing the Broadland area will allow us to focus our attention on delivering a high quality of care to the people in the other areas of Norfolk that we will continue to be responsible for. Over the next few weeks, we will work closely with Norfolk County Council to ensure a smooth handover of the service.”

People have been urged to report any worries about relatives or friends receiving care in this area to report them to Norfolk County Council by ringing 0344 800 8020.