Springbank Community Care Ltd.

What Springbank Community Care Ltd. does

Springbank Community Care Ltd. (trading as Custom Care) is a UK private home care services provider and a wholly-owned subsidiary brand within City & County Healthcare Group (CCH Group), described as the UK's largest family of homecare businesses. The company delivers personalised one-to-one home care services to elderly and disabled individuals across the West Midlands region via a network of regional offices, with service lines including general home care, live-in care as an alternative to nursing homes, dementia and Alzheimer's care, disability care for adults and children, reablement, palliative and end-of-life care, and post-hospital recovery support.

On the commercial side, the company generates revenue primarily through managed home care service contracts commissioned by public sector bodies such as local authorities, councils, and integrated care boards, with service pricing not publicly disclosed because packages are tailored to individual needs. Care worker compensation disclosed on job postings stands at £10-£11/hour for Care Worker - Extra Care Scheme positions, underlining the labour-intensive operating model. Customer segments are horizontal personae, principally elderly and disabled individuals requiring support to live independently at home, adults with physical and learning disabilities, and families with disabled children and young adults. Service distribution is single-country and direct-to-home, with no third-party channel partners.

The underlying operating stack combines a 12-week training programme for new sector entrants, in-house care management software and electronic monitoring for care assignments, and AI-powered call analytics hosted on Microsoft Azure to automatically transcribe and analyse inbound calls for compliance tracking, tone, topics, and action items. Back-office functions (finance, payroll, IT) and middle/senior management are shared across CCH Group's portfolio of regional home care brands (Abacare, Careline Homecare, Comfort Call, Conard Care, Constance Care). Compliance is anchored in UK GDPR and the Data Protection Act 2018, UKHCA Code of Practice membership, and a refreshed ESG agenda embodied in the 2026 Modern Slavery & Human Trafficking Statement.

Name

Springbank Community Care Ltd.

Legal name

City and County Healthcare Group Ltd

Website

https://customcare.co.uk

Company type

Private

Founded year

2010

Operating status

Operating

Short description

Springbank Community Care Ltd. (trading as Custom Care) is a UK home care services subsidiary of City & County Healthcare Group, delivering personalised one-to-one care for elderly and disabled individuals across the West Midlands under public sector contracts.

Ownership category

akta.pro rank

Product category

Home Healthcare and Social Care Services

NAICS

Home Health Care Services (6216), Services for the Elderly and Persons with Disabilities (624120)

SIC

Services-Home Health Care Services (8082), Services-Nursing & Personal Care Facilities (8050)

akta.pro primary industry

Personal Care / Non-Medical Home Care (Private Duty) (HLAFAEAB)

akta.pro secondary industries

Dementia/Alzheimer’s In-Home Care (Non-Medical) (HLADAGAG), Live-In Care (Single Caregiver, 24-Hour Presence) (HSABAHAB), Post-Diagnosis Transition & Hospital-to-Home Dementia Support (HSABAEAL)

Keywords

• Home care services
• Elderly care
• Dementia care
• Disability support
• Live-in care

Headquarters

HQ city

Stoke-on-trent

HQ country

United Kingdom

HQ region

Europe

Offices2 records

Markets served

GTM type

B2C

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D, Others

Revenue model

1. Home Care Services Revenue: The company generates revenue primarily through providing home-based health and social care support services, mostly under contract to the public sector. Services include personal care for older and disabled people living in their own homes, as well as more complex, specialised support including nursing and health care.

Pricing tiers

Distribution channels2 records

Marketing channels3 records

Core offering

Custom Care provides one-to-one personalised home-based care services to elderly and disabled clients across the West Midlands, including general home care, live-in care, dementia and Alzheimer's care, disability care for adults and children, reablement care, palliative and end-of-life care, and post-hospital recovery support. Services are delivered by employed care professionals in clients' own homes as an alternative to residential nursing facilities, with care plans tailored to individual requirements and contracted primarily with public sector funders.

Product overview

Custom Care operates as a home care service provider within the City & County Healthcare Group, offering a coordinated portfolio of care services across the West Midlands. The core offering consists of personalised home care solutions including general home care services, live-in care as an alternative to nursing homes, specialised dementia and Alzheimer's care, disability care for adults and children, reablement care for rehabilitation, palliative care, and post-hospital recovery support. These services are delivered by trained care professionals who provide one-to-one assistance with daily tasks, personal care, medication administration, and companionship. The company also operates a care professional recruitment arm that trains and places care workers across England.

Differentiator

Problem solved

Functional benefit

Products and services

• Home Care Services General home care services providing assistance with daily tasks, personal care, household chores, cooking, medication administration, and social companionship for elderly and disabled clients in their own homes across the West Midlands.
• Live-in Care Full-time live-in care as an alternative to traditional nursing homes, with a care worker residing in the client's home to provide continuous personalised support, promote independence, and maintain privacy.
• Dementia and Alzheimer's Care Specialised elderly care for clients with dementia and Alzheimer's disease, including management of challenging behaviour related to cognitive disabilities, delivered by highly-trained care workers.
• Disability Care Services Care for adults with physical and learning disabilities, as well as families with disabled children and young adults requiring assistance with daily living activities.
• Reablement Care Short-term rehabilitation support to help clients regain independence and self-reliance after hospital stays or illness.
• Palliative and End-of-Life Care Compassionate end-of-life care services delivered in the comfort of clients' own homes.
• Post-Hospital Care Recovery support services for clients following hospital discharge to aid rehabilitation and a return to independence.

Segments3 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability5 records

Partnerships

Four partnerships are on record, tiered core, minor and supporting.

• City & County Healthcare GroupcoreStrategic or Co-development PartnerCustom Care is a subsidiary of City & County Healthcare Group, part of the group's network of home care businesses across the UK. The group shares management structure, policy and governance framework, and supply chain. Services are provided through various subsidiary companies operating under the group umbrella.
• UKHCA (United Kingdom Home Care Association)minorOthersCustom Care is a member of the United Kingdom Home Care Association, adhering to the UKHCA Code of Practice for home care providers.
• Microsoft AzuresupportingTechnology or IntegrationCloud service provider used for hosting and processing call recordings and AI analytics. Providers are contractually bound to guarantee data is not used to train external AI models.
• LifeWorkssupportingOthersThird-party employee assistance programme (EAP) and perks platform offered to employees. Employee name and email shared with LifeWorks to verify identity when signing up to services.

Scale indicators3 records

Recent moves4 records

Expansion highlights4 records

Direct peers

• Helping Hands: One of the UK's largest independent home care providers, offering live-in, hourly and dementia homecare nationally. Directly comparable to Custom Care in service mix, customer segments and public/private payor blend.
• Home Instead UK: UK franchise network of home care providers offering personal care, dementia care and live-in services to elderly clients at home. Closely comparable model, customer base and geographic footprint to Custom Care.
• Right at Home UK: UK network providing visiting and live-in homecare for older people and adults with disabilities. Similar customer segments, service portfolio and reliance on commissioned and private-pay revenue.
• Prestige Nursing & Care: UK provider of homecare, live-in care and complex nurse-led support for elderly and disabled clients. Comparable in service breadth, clinical complexity and mix of private and publicly funded contracts.
• Bluebird Care: National UK home care franchise providing personal care, dementia support and live-in care. Competes head-on with Custom Care across regions for similar council-contracted and private-pay clients.
• Caremark: UK home care franchise providing personal care, dementia support and reablement services. Directly competes with Custom Care for the same council-contracted and self-funded client base.
• Agincare: UK family-owned home care and live-in care group operating multiple regional brands. Highly comparable multi-brand, multi-region domiciliary care model to Custom Care within CCH Group.

Broad incumbents

• Allied Healthcare: UK-wide home care and complex care provider serving NHS, local authorities and private clients. Comparable in service scope, payor mix and operating scale to Custom Care's positioning within CCH Group.
• City & County Healthcare Group: Parent group of Custom Care and the UK's largest family of homecare businesses. Comparable as the broader multi-brand platform in which Custom Care operates, providing context for scale and strategic direction.
• Mears Group: Large UK provider of domiciliary care and supported living services, predominantly through local authority contracts. Comparable in public-sector exposure, scale and service mix at the broader group level.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat3 records

Key risks5 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/CustomCareUK

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Subsidiaries6 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Springbank Community Care Ltd.