This inspection took place on 6, 13 and 14 December 2017 and was announced. The registered provider was given 48 hours’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be at the office to assist with the inspection. This was the first inspection since the service was registered at this location in January 2017.

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to younger adults, people with learning disabilities or autistic spectrum disorders and people with mental health conditions. At the time of our inspection 16 people were receiving personal care from the service.

The care service has been developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any citizen.

There was a registered manager in place. 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.

Risks to people were assessed and plans put in place to reduce the chances of them occurring. Policies and procedures were in place to promote infection control. People’s medicines were managed safely. Policies and procedures were in place to safeguard people from abuse. The provider and registered manager monitored staffing levels to ensure enough staff were deployed to support people safely. The provider’s recruitment processes minimised the risk of unsuitable staff being employed.

Relatives told us staff had the knowledge and skills needed to support people. Staff completed mandatory training in a number of areas, and this was refreshed to ensure staff worked to current best practice. Newly recruited staff were required to complete the provider’s induction programme before they could support people without supervision. Staff spoke positively about the training they received. Staff were supported with supervisions and appraisals. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this. People were supported to maintain a healthy diet and access external professionals where needed.

People were happy and relaxed with the staff supporting them. Relatives spoke positively about staff at the service, and described the support they delivered as kind and caring. People were treated with dignity and respect. Staff were knowledgeable about people’s communication needs, and used this information to engage with people effectively. People were supported to maintain as much independence as possible and to maintain and enhance their independent living skills. People were supported to access advocacy services where needed.

People received personalised support that was responsive to their support needs and preferences. Where it was part of their support package people were supported to access activities they enjoyed. Policies and procedures were in place to investigate and respond to complaints. At the time of our inspection no one was receiving end of life care but policies and procedures were in place to arrange this if needed.

Staff spoke positively about the culture and values of the service. Staff felt supported by management and had regular opportunities to contribute to the running of the service. Relatives spoke positively about the leadership of the service. The registered manager, provider and team leaders carried out a number of quality assurance audits to mo