This was an announced inspection that took place on 5 and 10 October 2018.

This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is 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. The agency is registered to provide domiciliary care to older people, people with dementia, mental health, a physical disability and sensory impairment. It is located in the Clapham area of London. There were 32 people receiving a service at the time of the inspection.

This was the first inspection since the service was registered.

There was a registered manager 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 and associated Regulations about how the service is run.

People told us they were satisfied with the service they received and the way that staff provided care and support.

The records were up to date and clearly recorded the choices people made, if they were met and the care and support people received. Staff were supported to perform their duties by records that were fully completed and regularly reviewed.

Staff were aware of their responsibilities towards the people they supported, the tasks they performed and knew how people liked to be supported. Staff were equipped with appropriate skills and provided care and support in a professional, kind and compassionate way.

Staff were aware that they must treat people with respect, equally and observe their diversity and human rights. People and their relatives felt fairly treated by staff.

Staff received appropriate training. They made themselves accessible to people and encouraged feedback from them. Staff said the organisation was a good place to work, they enjoyed their work and had access to good training and support.

The registered manager and staff encouraged people and their relatives to discuss health and other needs and agreed information was passed on to community based health professionals, as required.

Staff protected people from nutrition and hydration associated risks by giving them advice about healthy food options whilst still making sure people’s likes, dislikes and preferences were met.

The agency was aware of the Mental Capacity Act (MCA) and their responsibilities regarding it.

The agency consistently monitored and assessed the quality of the service provided.