Mill Street

Updated 3 November 2025

Date of Assessment: 19 November 2025 to 26 November 2025. The service is a care at home extra care service providing support to adults with brain injuries and physical disabilities. People lived in their own self-contained flats with access to communal areas. The service was supporting 13 people. Not everyone was in receipt of the regulated activity.

People told us they felt safe, respected, and supported to live fulfilling lives. Staff demonstrated kindness and compassion, and care was tailored to individual needs and preferences. The environment was clean, well maintained, and adapted for safety and accessibility.

Leaders promoted an open and positive culture where staff felt valued and able to speak up. Governance systems were effective, and audits and reviews were used to drive improvements. Staff worked collaboratively with health and social care professionals to ensure continuity of care and positive outcomes. People were involved in decisions about their care, and feedback confirmed they felt listened to.

While most care plans were detailed and person-centred, some risk assessments lacked clarity in some areas, which we raised with the provider, who acted promptly to address these issues. Medicines management and infection control were robust, and staffing levels met people’s needs.

Updated 3 November 2025

People told us they feel safe, respected, and well supported at Mill Street. They described the service as a pleasant place to live, with staff who understand their individual needs. A person said, “This is the best place I’ve lived compared to others. The staff are brilliant and I feel very safe here.” Another person told us they appreciated having control over their life and considered their flat their “safe space.”

People spoke positively about staff attitudes and the quality of care. They said staff are kind, caring, and take time to listen. Relatives echoed this, telling us their family members are well looked after and happy. A relative said, “Staff do a good job, they are nice, kind and caring. We have no concerns.” Another relative commented, “[Person] is happy and settled, staff are lovely and know them very well. Leadership is great.”

People valued being involved in decisions about their care and having choices. Examples included choosing décor for their flats and being supported to maintain independence. They told us staff respect their routines and preferences, which helped them feel in control and dignified. Relatives confirmed they were kept informed and felt confident raising concerns if needed.