The inspection took place on 13 and 18 September and was announced. This was the first rated inspection for this service.

Bolton Supported Living provides personal care and support to people with learning and physical disabilities and mental health related illnesses. People who used the service lived in shared tenanted accommodation in the Bolton area. The service previously operated under another provider and had transferred to a new provider. Some staff had transitioned to the new provider whilst others had chosen to leave.

There was a manager in post who was currently going through the process of registering with the Care Quality Commission. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.’

People who used the service told us they felt safe. Staffing levels were good and the recruitment process was robust.

Appropriate policies and procedures were in place around safeguarding, staff had undertaken training and were confident that they would recognise any issues and report them immediately. Safeguarding incidents, accidents and incidents were documented and followed up appropriately.

Health and safety measures were in place and records were complete and up to date. General and individual risk assessments were in place and were relevant. Systems for medicines ordering, storage, administration and disposal of medicines were robust and staff had undertaken relevant training.

The induction for new staff was thorough and the Care Certificate was undertaken by newly recruited staff. Training was on-going and the training matrix evidenced refresher courses had been undertaken or were planned to take place very soon.

The houses we visited were clean and bright and the environments were suitable for the people who lived there. Care files included appropriate information about people’s health and well-being. Each house had information in the kitchen around people’s dietary requirements, likes and dislikes. Nutritional guidelines were in place.

The service was working within the legal requirements of Mental Capacity Act (2005) (MCA). There was evidence that decisions were made with full involvement of people who used the service and in their best interests.

People who used the service told us staff were caring and kind and we observed friendly, respectful interactions between staff and people who used the service at all the houses we visited.

People told us they were included in decisions about their care and support and this was evidenced in the care plans we looked at and via notes of house meetings. The service user guide was available in an easy read version which helped ensure people could understand and use the guide effectively.

Privacy and dignity was respected within the houses we visited. There were relevant policies and procedures around confidentiality, data protection and diversity in care.

Care files we looked at were person-centred and included a range of health and personal information. The service actively sought feedback from people who used the service and relatives via surveys and the ‘tell us how it is’ cards, which were readily available to people.

Activities were varied and tailored to the individual. They were also flexible and staff told us that, although they had a programme of activities within the houses, these could be changed to reflect the mood, well-being or wishes of the individuals.

There was an appropriate complaints policy and complaints were followed up appropriately. There was a quarterly Customer Voice newsletter, which informed staff of compliments and complaints received. We saw examples of learning and service improvement within the Customer Voice.

People who used the service, relatives and s