1-2 Canterbury Close

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. The provider’s values of empowerment, togetherness, honesty, being outstanding and being supportive were discussed at staff meetings and staff were familiar with them.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. People, relatives, staff and external professionals told us the service was well led. One staff member said, “The current manager is very approachable, supportive and I feel confident that if I went to them with any issues or concerns, they would be addressed appropriately and effectively.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The provider had a whistle blowing policy and staff told us they felt at ease to raise concerns. One staff member said, “We [staff] are listened to, and things change as a result.” Another member of staff said, “We at 1-2 Canterbury Close have a ‘see something say something’ policy that all staff are aware of.” Another staff member said, “Staff are encouraged to offer suggestions, and these are listened to and acted upon if possible, relevant and appropriate.”

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. The provider had an equal opportunities and dignity at work policy which was available to staff and included in the employee handbook. The provider’s ethos was to create a working environment where all staff were able to make best use of their skills and to be free from discrimination or harassment.

The provider did not always have clear responsibilities, roles, systems of accountability or good governance. They did not always act on the best information about risk, performance and outcomes, or share this securely with others when appropriate. The provider had a governance system in place which was designed to help them identify areas for improvement and action. However, during our tour of the home we identified some concerns regarding infection prevention and control, environmental safety and medicine optimisation. These had not previously been identified. The registered manager took swift action to address the concerns, however systems required improvement to ensure they were effective.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. Following a Local Authority audit in January 2026, the service had several actions to address. These actions have since been completed. One external professional said, “[Staff and leaders] worked hard to make improvements.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research. The management team and provider were committed to being open and honest if anything went wrong and learning from any incidents or complaints. Staff told us they were confident the registered manager and provider would act on any concerns they raised.