The inspection took place on 5 December 2018. This was an announced inspection. The provider was given 48 hours’ notice because we needed to ensure somebody would be available to assist us with the inspection. The service first became operational in February 2018. This was the first inspection of the service.

Normanshire - Supported Living Services Ltd provides care and support for people living in a 'supported living' setting, so that they can live in their own home as independently as possible. People's care and housing are provided under separate contractual agreements. CQC does not regulate premises used for supported living. This inspection looked at people's personal care and support. Normanshire - Supported Living Services Ltd provides a service to four people with learning disabilities, across two sites in the Waltham Forest and Redbridge area.

The service had been developed and designed prior to the development of the values that underpin the Registering the Right Support and other best practice guidance. These values included choice, promotion of independence and inclusion. However, we saw that people with learning disabilities who used the service were able to live as ordinary a life as any citizen. We saw that people's homes did not house more than six people.

The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission (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.

People and a relative told us they felt the service was safe and there were enough staff to meet their needs. Staff were trained in safeguarding and knew how to safeguard people against harm and abuse. People’s risk assessments were completed, regularly reviewed and gave sufficient information to staff on how to provide safe care. Staff kept detailed records of people’s accidents and incidents. Staff wore appropriate protection equipment to prevent the risk of spread of infection. Medicines were stored and administered safely. The management of people’s finances was not robust however management told us they would start checking people’s finances on a daily basis.

Staff we spoke with had a good understanding of the Mental Capacity Act 2005 (MCA). MCA is law protecting people who are unable to make decisions for themselves. People who had capacity to consent to their care had indicated their consent by signing consent forms. However, where people lacked capacity to consent to their care the provider had not followed the principles of the Mental Capacity Act (MCA) 2005. We have made a recommendation about following the principles of the MCA.

Staff undertook training and received regular supervision to help support them to provide effective care. People were supported to choose what they ate and drank.

People and a relative told us staff and the service was caring. Person centred support plans were in place and people were involved in planning the care and support they received.

People had access to a wide variety of activities within the community. People’s cultural and religious needs were respected when planning and delivering care. Discussions with staff members showed that they respected people’s sexual orientation so that lesbian, gay, bisexual, and transgender people could feel accepted and welcomed in the service.

The provider had a complaint procedure in place. People knew how to make a complaint.

Staff told us the registered manager was approachable and open. People liked the registered manager and found her helpful. The service had various quality assurance and monitoring mechanisms in place.