The Haven

Ratings

• Overall

  Inadequate

• Safe

  Inadequate

• Effective

  Requires improvement

• Caring

  Requires improvement

• Responsive

  Requires improvement

• Well-led

  Inadequate

Our view of the service

This assessment took place on the 20 July 2026 and 22 July 2026. This assessment was prompted by a review of the information we held about this service. We undertook a responsive assessment to review and looked at all the quality statements.

The Haven is a residential care home providing accommodation with personal care to up to 32 people. At the time of our assessment there were 29 people using the service. The service is registered to provide care and support to people over 65 and people with dementia.

The service was also providing care and support to 1 person with a learning disability. We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence, and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports the Care Quality Commission (CQC) to make assessments and judgements about services providing support to people with a learning disability and/or autistic people; this guidance was considered as part of the assessment. We found the provider was not working within this guidance.

We found significant concerns regarding the leadership, governance and oversight of the service. Whilst people were supported by a caring and committed staff team who knew them well and had developed positive relationships with them. We found systems to ensure care was safe, effective, person-centred and well managed were not consistently effective.

The provider was in breach of legal regulation’s relating to person-centred care, infection prevention, medicines, risk management, premises and equipment and good governance.

In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward. We have asked the provider for an action plan in response to the concerns found at this assessment in relation to safe care and treatment and good governance.

At this assessment the overall rating for the service has changed from good to inadequate based on the findings of this assessment.

This service is being placed in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide.

People's experience of this service

We received mixed feedback from people, families and staff about the service provided at the Haven. For example, one family member said, “The care is good, although I don’t think there is enough staff and often people are left alone whilst staff are supporting others.”

A stakeholder said, “On the whole I have no major concerns, they have a high level of people with advanced dementia, and this is difficult at times, the senior team are extremely caring.”

There was a theme in feedback that although some people were supported to access the community, in house activities were not enough and people could be doing more.

People and families also shared it was difficult to have quiet time because there was no designated space for people to have visitors. One person said, “When I have a visitor, I sit on my bed so they can use the armchair. I would like more space; my room is very small.”