- Care home
Z & M Care Limited -12 Lyndhurst Road
Assessment report published 25 August 2026
Contents
Ratings
Our view of the service
About the service
ZM Care Limited, 12 Lyndhurst Road is a care home. It provides accommodation with personal care and support for up to 7 people. At the time of our assessment the service was full. Accommodation is provided over 3 floors, and communal areas included a lounge, dining room and kitchen. People had their own rooms with access to gardens at the rear of the service. The house is adjoined with a care home that accommodates 37 people. People had free access to the adjoining care home next door which is owned by the same provider.
Who the service is for
The service supports people living with a learning disability and/or autism and other complex needs.
Our view of the service
We carried out this assessment on 24 July 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.Overall, staff supported people in line with this guidance. For example, people were supported by staff who knew them well. People were supported to access the community regularly. People’s feedback was listened to and used to improve the service.People told us they felt safe living at the service. People spoke positively about the care and support provided. We observed staff speaking with people respectfully, offering reassurance and taking time to support people at their own pace. Staff knew people well and understood their individual risks, including risks associated with mobility, falls, nutrition, choking and medicines. Medicines were managed safely and the environment was clean, well maintained and free from hazards. People were supported by staff who had the skills and knowledge to meet their needs. Staff told us they received training, supervision and support. Staffing levels were sufficient to meet people’s needs and staff were visible and responsive during the assessment.People’s needs were assessed and reviewed. Staff worked with healthcare professionals when people’s needs changed and followed advice where required. Healthcare professionals spoke positively about the communication and responsiveness of staff when health concerns were identified.People received care that was personalised to their needs, routines and preferences. People and relatives were involved in reviews, and staff gave examples of changes made following feedback. People were supported to maintain their independence, spend time with friends and relatives, and take part in activities that were meaningful to them.Staff described a positive culture at the service and told us managers were approachable and supportive. One member of staff told us, “I can go to [registered manager] and [deputy manager] with any questions I have. I feel supported, they listen to me and take what I say seriously.” There were systems in place to monitor the quality and safety of the service, including oversight of care plans, accidents and incidents, medicines, staff training, recruitment and environmental checks.People can only be deprived of their liberty to receive care and treatment with appropriate legal authority. In care homes, this can be done through a procedure called the Deprivation of Liberty Safeguards (DoLS), which is part of the Mental Capacity Act 2005 (MCA). We checked whether the service was working within the principles of the MCA and how they managed DoLS within the service. Staff and management worked within the principles of the MCA. DoLS authorisations were appropriately applied for and overseen. People were not subject to unlawful or excessive restrictions and had choice, control and freedom over their lives.
People's experience of this service
People told us they had a positive experience of living at Z M Care Limited - 12 Lyndhurst Road and felt safe, comfortable and well cared for, they spoke positively about the care and support provided. One person told us, “Yeah, I’m alright, it’s alright here. No, I don’t have any worries.” Another person said, “I like living here.”
During our visit, the atmosphere in the home was calm and welcoming. People appeared relaxed in communal areas, and staff were visible and responsive. We observed staff speaking with people respectfully, offering reassurance and supporting people at their own pace. Staff understood people's individual needs, routines, preferences and adapted their support accordingly. Some people could not directly tell us about their experience. We used a structured observation tool to assess whether they received good care. This approach showed people were included and listened to and staff consistently interacted positively with them.
People consistently described staff as kind, patient and caring. One person told us, “Yes, I get on with the staff, I’ve never had a problem with them. Yeah, they listen to me.” This showed staff understood the importance of dignity, respect and communication.
People were offered choice and control in their daily lives. One person told us, “I can do as I please, I go next door, I see my friend.” People told us they were offered choices about food, drinks, activities and how they spent their time.
People were supported to maintain relationships and take part in activities that were meaningful to them. One person told us staff supported them to go out in the local community and follow their hobbies and interests. Another person told us they enjoyed activities at the service and said, “I do my puzzles with my friend, I’m good at them.” People had a positive experience of care from staff who supported their choice, dignity, independence and wellbeing.