This inspection took place on 23 and 24 October 2018 and was announced. London Care Highdown Court registered with the Care Quality Commission (CQC) on 3 October 2017 and this was the first inspection.

London Care Highdown Court provides care and support to people living in specialist ‘extra care’ housing. They provide support to people living with dementia, people with learning disabilities or autistic spectrum disorders, people living with mental health conditions, older people, people living with physical disability and people with sensory impairments. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented, and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

People using the service lived in 52 one or two bedroomed purpose-built flats in Highdown Court.

Not everyone using London Care Highdown Court receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of the inspection 40 people were receiving the regulated activity of ‘personal care’.

There was a registered manager in post at the time of the inspection. 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.

There had not always been sufficient managerial oversight of the care visit system. People had a variable experience ascare visits had not always been planned and allocated correctly. This meant that some people had sometimes had visits later than they expected or their visits were shorter than expected. People told us that sometimes this meant tasks would not all be completed. Staff told us that they had to rush to fit in additional visits to people. The registered manager was recruiting new staff to meet people’s visit times and length.

People had not always been treated with dignity by all staff. One person’s dignity had been compromised by a member of staff. This was raised with registered manager who took appropriate action immediately. However, other people told us staff treated them with dignity and respect. On person said, “We’re treated with a great deal of respect.”

Assessments took place before people moved into London Care Highdown Court and people’s needs, including risks, were considered and planned for. Staff knew people well, including their life histories.

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. People told us they were treated with kindness and compassion and their privacy and independence were respected.

People told us they felt safe. Systems and processes were in place to learn from things that went wrong and prevent reoccurrence. People’s views were surveyed annually and the registered manager identified actions in response to any improvements required. People told us they could discuss any concerns with the registered manager and complaints were listened and responded to.

People told us they enjoyed activities on offer in the communal lounge and photographs around the building showed some parties which had been enjoyed by people and staff.

Staff worked with healthcare professionals and other relevant people and professionals to ensure people received the right support. People received the right support with their medicines an