What’s the issue?
The Care Quality Commission (CQC)’s update in May 2025 inevitably invoked a strong response with many in the health and social care sector. The regulator has openly acknowledged the significant delays that have affected providers in recent months – including in registration, assessment, report publication, and the handling of statutory notifications.
These operational issues have caused considerable disruption for providers trying to meet regulatory expectations, deliver safe services, and plan for growth. It is therefore encouraging to see the CQC begin to set out what it is doing to address these challenges.
In short, progress is being made, but slowly.
Update
The update outlines some early improvements. The backlog of assessment reports stuck in the system has been significantly reduced, from 500 to 38 (as of May 2025). The CQC have undertaken a pilot programme aimed at improving registration processes for homecare agencies. The programme is focusing on speeding up decision making, improving guidance for applicants, and issuing notices of proposal more promptly.
Additionally, the CQC has taken steps to improve how it handles information of concern, by undertaking work to strengthen assurance around its internal processes.
However, despite these developments, there is still limited clarity on when providers can expect more consistent performance across the board. The update does not provide specific timelines for delivering improvements more widely, and it is not yet clear when similar changes will be rolled out to other types of services. As a result, many providers continue to face uncertainty in key areas of their regulatory interactions.
Focus on technology
The CQC has also commissioned an independent review of the technology it uses, recognising that system failures have contributed significantly to operational delays. However, the update does not set out how findings from the review will be implemented, or when improvements might be seen in practice. This is expected to be set out in the June Board meeting.
Given the scale of the disruption caused by system and data issues, clarity around this work will be essential if the regulator is to rebuild confidence and deliver a more responsive service.
What this means for providers
While the CQC’s tone in this update is open and collaborative, providers are still left with practical questions about how and when these changes will impact their day to day experience.
In the meantime, providers should:
- Keep detailed records of communication with the CQC, particularly where delays persist.
- Ensure all applications and statutory notifications are complete, clear, and supported by the correct documentation, to avoid avoidable setbacks.
- Engage with CQC led consultations or requests for feedback where appropriate, as this may help influence the direction of ongoing reform.
Final thoughts
It is positive to see the CQC acknowledge the impact that delays and system issues have had on providers and are beginning to take action to address them. However, progress so far remains limited in scope, and much of what has been set out still lacks precision.
At Kingsley Napley, we continue to support care providers in navigating these challenges and maintaining compliance amid ongoing updates.
Further information
If you would like further information regarding this blog, please contact Shannett Thompson in our Regulatory team.
about the author
Shannett Thompson is a Partner in the Regulatory team and is the firm’s Training Principal. She trained in the NHS and commenced her career exclusively defending doctors. She provides regulatory advice predominantly in the health and social care and education sectors.
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