Care and Support Service - Monica Wills House

Updated 19 May 2026

Date of assessment: 1 June to 8 July 2026. Care and Support Service - Monica Wills House is a domiciliary care service operated by The Council of St Monica Trust, providing personal care to people living in their own flats within a village community. At the time of our assessment, 45 people were receiving support, including adults with physical disabilities, sensory impairments, dementia and complex health needs.

At this assessment we rated the service outstanding overall.

People, relatives and professionals were consistently positive about the quality of care. People told us they felt safe, respected and able to make choices about their lives and support. Staff knew people well and delivered highly personalised care that promoted dignity, independence and wellbeing. People described Monica Wills House as their home and were encouraged to maintain relationships, pursue interests and remain active members of their community. One person told us, “Coming here has been the beginning of a different life rather than the end of it. With the support given, I can be myself. It's certainly a new lease of life.”

The provider worked closely with healthcare professionals, commissioners and community organisations to achieve positive outcomes for people. Staff responded promptly to changing needs and coordinated care effectively with GPs, therapists and specialist services. Robust systems supported safe care, including effective medicines management, safeguarding processes, infection prevention measures and regular risk reviews.

Leadership was a significant strength. Staff described leaders as visible, approachable and supportive, and the provider’s values were consistently reflected in practice. Staff wellbeing was prioritised through recognition schemes, development opportunities and personalised support, contributing to high morale, retention and a positive culture.

The provider demonstrated an exceptional commitment to innovation, co-production and continuous improvement. People were genuine partners in shaping the service, contributing to decision-making, co-designing accessible information and leading projects based on their strengths and interests. Innovative approaches, including advanced health-monitoring technology and resident-led initiatives, enhanced independence, wellbeing and quality of life. Strong partnerships with local schools, churches and community organisations created meaningful opportunities for people to remain active, valued and connected members of their community, promoting inclusion, purpose and belonging.

Overall, Monica Wills House provided safe, effective, caring and responsive support within a highly inclusive and well-led service. People experienced outstandingly personalised care, strong community connections and opportunities to live meaningful, fulfilling and enriched lives.

Updated 19 May 2026

People’s experiences at Monica Wills House were exceptionally positive and reflected a service that was outstandingly caring, deeply person-centred and well-led. People consistently told us they felt safe, valued, respected and empowered to live fulfilling lives. They spoke warmly about the meaningful relationships they had developed with staff, describing them as compassionate, kind and genuinely invested in their wellbeing. One person said, “I couldn't wish to be anywhere better. The staff are wonderful and genuinely care about me.” Another told us, “Coming here has been the beginning of a different life rather than the end of it. With the support given, I can be myself. It's certainly a new lease of life.” These comments reflected the significant and positive impact the service had on people's lives.

People were actively involved in decisions about their care and support and were encouraged to influence how the service was delivered. Care plans were developed and reviewed with people and their relatives, ensuring support remained responsive to individual needs, preferences and aspirations. People told us they felt listened to and valued, and described managers as visible, approachable and responsive. A culture of openness and continuous improvement ensured feedback was welcomed and acted upon.

The service promoted independence, inclusion and meaningful engagement. People were supported by personnel employed by the trust to pursue their interests, develop skills and contribute to the wider community through initiatives such as crafting beer, running a weekly bar and supporting local schoolchildren with reading activities. People remained connected to their communities through social groups, outings, religious services and visits to places of interest, helping them maintain their identity, confidence and sense of purpose.

Care was highly personalised and inclusive. Staff demonstrated an excellent understanding of people’s life histories, communication needs, interests and protected characteristics, adapting support to ensure everyone could participate fully in activities and opportunities that mattered to them. Spiritual, emotional and cultural needs were also recognised and respected.

Relatives were overwhelmingly positive about the service, praising staff for their kindness, responsiveness and communication. Feedback consistently demonstrated a caring and inclusive culture, supported by strong leadership, where people were treated as individuals, encouraged to maintain independence and enabled to achieve positive outcomes and live enriched lives.