West Kent housing association is a supported living service. They provide care and support to people with mental health needs or learning disabilities in their own homes. At the time of inspection the service was supporting 13 people with the regulated activity of personal care.

At the last inspection, the service was rated Good. At this inspection we found the service remained Good.

People were supported by staff who knew them well and who had taken time to build positive trusting relationships with them. Staff understood their responsibility in keeping people safe and worked with people to develop skills which helped them to protect themselves and stay safe.

People were involved in managing their own risks. Staff gave them the support and information they needed to choose how risks were managed and how much involvement staff should have. People were supported to make their own decisions and remain as independent as possible. Staff supported people in the least restrictive way possible.

People told us that the staff who supported them understood their needs and always listened to them. People planned their own care and were able to plan the time or focus of their support at short notice. They could use their time with staff to carry out tasks, undertake activities or have emotional support. Staff often stayed with people over their allotted time if people were distressed or needed extra support. Staff treated people with respect and asked people before they carried out any tasks or support. Staff supported people to access local services and to understand their options.

People were supported when they needed to be, such with attending local groups, visiting the vet for a pet or trying new activities. Staff encouraged people to celebrate any achievements no matter how small. A health and social care professional told us the service was very effective in engaging people who often did not want support initially. Staff worked closely with other professionals involved in people’s support. They made people aware if they were going to share information, and the reasons why the information needed to be shared. People were supported to attend health appointments when required. Some people had been encouraged to engage with health professionals such as GPs or dentists following long periods when they had been reluctant to attend appointments. Most people supported by the service did not have any support with preparing meals. Staff had begun preparing meals for one person who was reluctant to eat, in order to encourage them to stay healthy. Staff did not administer medicines to anyone they supported. However, they did speak to people about their medicines. Staff reminded people to take them and re-order them as required.

The service was run by a registered manager who provided support for people as part of their role. Staff told us the registered manager was very accessible. They told us the fact the registered manager still supported people meant they understood the challenges of their role and could offer advice and support. People were supported by staff who were recruited safely, although staff who had worked at the service for over 12 years did not have a reference on their file. Records showed references had been received but they had been archived. The provider agreed to try and locate the missing documents. People were supported by staff who had the right training and experience to meet their needs.

The provider and registered manager welcomed and sought feedback from people, staff and stakeholders on a regular basis through meetings and surveys. The service had a complaints policy in an accessible format which people had been given a copy of. No complaints had been received in the last 12 months. Regular audits of the quality of the service were completed. Any issues identified formed part of an action plan; this also recorded when any shortfalls were resolved and any learning.

Further information is in the de

The inspection was announced and was carried out on 05 August 2015 by one inspector.

West Kent Housing Association provides housing to people throughout Kent. The supported living service regulated by the Care Quality Commission is part of Lifeways, a support arm of the organisation, providing care and support to people in their own homes to promote their independence.

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 2008 and associated Regulations about how the service is run.

Staff were trained in how to protect people from abuse and harm. They knew how to recognise signs of abuse and how to report any concerns.

Risk assessments were centred on the needs of the individual. They included clear measures to reduce identified risks and guidance for staff to follow to make sure people were protected from harm. Accidents and incidents were recorded and monitored to identify how risks of recurrence could be reduced.

There were enough qualified, skilled and experienced staff to meet people's needs. Staffing levels were calculated according to people’s changing needs. The provider followed safe recruitment practices.

Staff knew each person well and understood how to meet their support needs. People told us, “X [support worker] knows me well, and I do what I want to do.” Each person’s needs and personal preferences had been assessed before support was provided and were regularly reviewed. This ensured that the staff could provide care in a way that met people’s particular needs and wishes.

Staff had completed the training they needed to care for people in a safe way. They had the opportunity to receive further training specific to the needs of the people they supported. All members of care staff received regular one to one supervision sessions and were scheduled for an annual appraisal to ensure they were supporting people based on their needs.

All care staff and management were knowledgeable in the principles of the Mental Capacity Act 2005 (MCA) and the requirements of the legislation.

Staff sought and obtained people’s consent before they provided support. When people declined, their wishes were respected and staff reported this to the manager so that people’s refusals were recorded and monitored.

People told us that staff communicated effectively with them, responded to their needs promptly and treated them with kindness and respect. People were satisfied with how their support was delivered.

Clear information about the service, the management, the facilities, and how to complain was provided to people. Information was available in a format that met people’s needs.

People’s privacy was respected and people were supported in a way that respected their dignity and independence.

People were referred to health care professionals when needed and in a timely way. Personal records included people’s individual support plans, likes and dislikes and preferred activities. The staff promoted people’s independence and encouraged them to do as much as possible for themselves.

People’s individual assessments and care plans were reviewed regularly with their participation. People’s support plans were updated when their needs changed to make sure they received the support they needed.

The provider took account of people’s comments and suggestions. People’s views were sought and acted upon. The provider sent questionnaires regularly to people to obtain their feedback on the quality of the service. The results were analysed and action was taken in response to people’s views.

Staff told us they felt valued under the manager’s leadership. The manager notified the Care Quality Commission of any significant events that affected people or the service. Quality assurance audits were carried out to identify how the service could improve and remedial action was taken when necessary.

People's needs were assessed and care was planned and delivered in line with their individual needs. One person we spoke with told us "We love them (the service). They help us”.

We saw that the service had a Whistle Blowing Policy. Staff we spoke with were aware of this policy. They told us that they felt confident in raising any concerns. One person we spoke with told us “They (WKHA) do listen. They are very good, very open”.

We looked at the formal recruitment records for three members of staff. Each of the files included an application form, two references, employment history, confirmation of UK employment eligibility and a health declaration. We also saw that any gaps in employment histories had been investigated and these investigations had been recorded within the staff file.

West Kent Housing Association runs a group called The Pulse. This is a group for people who use WKHA services, including the supported living service, who meet regularly to discuss the service they receive and to feedback on policies and services. Two people we spoke with told us they had recently joined the group. We saw that these meetings had been recorded.