This inspection took place on 31 May and 1 June 2017 and was announced. We gave the registered manager 48 hours' notice because the location provides a domiciliary care service and we needed to make sure someone would be in the office. This was the first inspection carried out at this location since the new office opened on 9 June 2016.

Link Support is a domiciliary care service providing personal care to people in their own homes. At the time of our inspection 15 of the 17 people receiving a service were living in supported living accommodation.

The service had a registered manager as required. A registered manager is a person who has registered with the CQC 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. The registered manager was present and assisted us during this inspection.

The service and staff were exceptionally caring in enabling and supporting people to rekindle family relationships and to maintain their independence. The service went above and beyond what they were commissioned to provide, to the great benefit of people who use the service. One relative commented, "Thank you for giving me the opportunity to say how much I appreciate the great support my relatives receive. The staff seem to care very much."

People were treated with care and kindness. They were consulted about their support and could change how things were done if they wanted to. People were treated with respect and their dignity was upheld. This was confirmed by people we spoke with and relatives who provided feedback.

People were protected from the risks of abuse. Some staff recruitment issues were identified, but were dealt with by the registered manager immediately following the inspection. People and their relatives confirmed people were encouraged and supported to maintain and increase their independence.

People received effective care and support from staff who knew them well and were well trained. They told us staff had the training and skills they needed when providing their care and support. People received effective health care and support. Medicines were stored and handled correctly and safely.

People's rights to make their own decisions were protected. 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 practice.

Where people were potentially being deprived of their liberty, the service had made the relevant commissioning authorities aware. This was so that commissioners could make applications to the Court of Protection for the appropriate authorisations.

People's diversity needs were identified and incorporated into their care plans. People's right to confidentiality was protected and they received support that was individualised to their personal preferences and needs.

People and their relatives knew how to complain and knew the process to follow if they had concerns. They confirmed they felt the staff and management would act upon any concern raised.

Staff were happy working for the service and people benefitted from staff who felt well managed and supported. People and their relatives thought the service was well-led, which was confirmed by social care professionals.

People benefitted from a service which had an open and inclusive culture and encouraged suggestions and ideas for improvement from people who use the service, their relatives and staff.