The inspection was carried out on 30 January and 6 February 2017. This service was last inspected on 14 January 2014 when all the service met all the legal requirements in force at that time.

Carlisle Mencap Limited is a charitable organisation registered with the Care Quality Commission (CQC) to provide lifelong person centred support for people with learning disabilities and their families in North Cumbria. Its offices are located on Kingmoor Business Park to the North of the city of Carlisle. The agency provides services that are based in a person's own home and in supported living services in the community. The supported living service is provided to people in order to promote and maintain their independence.

A registered manager was in post. 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.

The families of people who used the service told us they felt safe and secure in the way their relatives were supported by the staff. They said staff were kind and caring and understood the needs of their relatives.

Appropriate numbers of staff were available to provide a flexible service and to ensure people received the support at a time when they needed it. Effective recruitment processes were in place to ensure that staff were suitable to work with vulnerable people, some of whom had very complex needs.

Staff had completed adult safeguarding training. They were knowledgeable about adult abuse and clear about the arrangements for reporting any concerns they may have. They were aware of the agency's whistle blowing policy and said they would not hesitate to use it.

Staff received regular training for their role. Staff were up-to-date with their supervision and annual appraisal.

People were supported with their health care needs and, where required, in taking their prescribed medicines. Staff promoted healthy eating for those using the supported living service. People gave consent to the care they received. Staff had developed close relationships with the people they supported and treated people with dignity and respect.

The registered manager understood her responsibilities under the Mental Capacity Act 2005 and the rights of people who needed support to make decisions were protected.

Care and support plans were in place and were regularly reviewed and updated. The care plans contained sufficient information to enable to the staff to provide the most appropriate level of care and support.

The service had a complaints procedure in place that was produced in a format suitable for people to understand. People were aware how to raise any complaints or concerns they had.

There were suitable arrangements in place to ensure the effective management of the service. People knew how to contact a senior person in the agency if they needed. The registered manager was knowledgeable about her responsibilities and committed to providing a high quality service. She set high standards for staff to work to and monitored the service to check these were met.