All inspections: Pendleton Care Limited

Date of Assessment; 26 February to 19 March 2026. We gathered information from visiting the office; visiting people who used the service in their home; speaking to staff and reviewing information off site. The service is a domiciliary care agency providing supported living services for up to 4 people living in their own home. At the time of this assessment 3 people were receiving a regulated service. We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

People were involved in the planning of their care. People had enough to eat and drink to stay healthy and were involved in the menu planning. Staff worked with all agencies involved in people’s care for the best outcomes. Staff were aware of when people needed support when making specific decision.

People were treated with kindness and compassion, and staff treated them as individuals and supported their choices. People had choice in their care and were encouraged to maintain relationships. The provider supported staff wellbeing.

People were involved in decisions about their care. Staff provided information people could understand. People received fair and equal care and treatment. Staff worked to reduce health and care inequalities through training.

Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff understood their roles and responsibilities. There was a culture of continuous improvement with staff given time and resources to try new ideas.

Pendleton Care Limited is a domiciliary care agency that provides staff for a small supported living service in Rochdale. The service is one of a range of services provided by the Wirral-based company Potensial and the agency’s registered office is in Birkenhead. At the last inspection, on 19 May 2015, the service was rated Good. At this inspection we found the service remained Good.

Three people lived at the supported living service and all had lived there for more than ten years. The service also supported two people who lived in their own homes but they did not require personal care. The service had a registered manager.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Environment risk assessments had been completed with respect to the properties where people lived and regular health and safety checks were carried out at the supported living service.

A total of 11 staff were employed, with two new staff currently undergoing an induction process. There was a member of staff on duty 24 hours a day to support people living at the supported living service. Training records showed that all members of the staff team were up to date with the organisation’s mandatory training programme. Some staff had a national vocational qualification and others were working towards a qualification. Staff had regular supervision meetings and an annual performance appraisal.

The care plans we looked at gave details of people’s medical history and medication, and information about the person’s life and their preferences. People were all registered with a local GP practice and there was a record of medical appointments people had attended.

People were supported to choose how they spent their time and to participate in the local community. Menus were planned weekly by the people who used the service.

People were encouraged to complete annual satisfaction surveys. A programme of quality audits was in place to monitor the quality of the service.

Further information is in the detailed findings below

We undertook this comprehensive inspection on 19 May 2015. Pendleton Care Limited is a domiciliary care agency that provides staff for a small supported living service in Rochdale but the registered office for the service is in Birkenhead.

Three people live at the property and have lived there for more than ten years. The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

We found that people had a clean, comfortable and safe place to live that was close to Rochdale town centre. Records we looked at showed that regular health and safety checks were carried out. There was always a member of staff on duty to support people. The staff we spoke with had good knowledge of the needs of the people they supported and had attended relevant training. All staff had received training about safeguarding and this was updated every year. We found that medicines were managed safely and records confirmed that people always received the medication prescribed by their doctor.

People chose how they wished to spend their time and were supported to participate in the local community. Menus were planned weekly by the people who used the service. People were all registered with a local GP practice and had an annual health check. The care plans we looked at gave details of people’s medical history and medication, and information about the person’s life and their preferences. There was a record of medical appointments people had attended.

People were encouraged to complete annual satisfaction surveys. A programme of quality audits was in place to monitor the quality of the service.

Family members who completed a questionnaire rated the service as ‘very good’ in all aspects of service user care. People confirmed that they knew how to make a complaint and were involved in decision making. They considered that the three people who lived at the service got on well together and genuinely cared for each other. People who used the service commented: “I enjoy living here.”: “Staff are kind and make me laugh.” and “Staff are good with supporting me with personal care and cooking.”

Records showed that a mental capacity assessment had been carried out for each person by their social worker to determine whether they were able to understand their tenancy agreement. Staff had completed training about the Mental Capacity Act and Deprivation of Liberty Safeguards.

People who lived at the service were registered with a local GP practice and care files showed that people received services from health professional as required. Risks related to people’s care had been incorporated into the care plans and we saw evidence that risks were reviewed regularly as part of the monthly key worker review.

There were enough qualified, skilled and experienced staff to meet people’s needs.

Regular checks and audits were carried out to monitor the quality of the service and all stakeholders were asked to complete an annual satisfaction survey.

We used a number of different methods to help us understand the experiences of people living at Arbury Avenue. This was because the people using the service had complex needs which meant they were not able to tell us their experiences. We spoke with the families of two people who were supported by Pendleton Care who told us that they were happy with the care and support their relatives received. Some comments were:

'We would never have believed the progress they have made'.

'All the staff are lovely, they make you feel so welcome'.

'We wouldn't ever want xxxx to be moved'.

We found people were treated respectfully and given support to have their say in how they wanted to be helped and were supported to do the things they wanted to do.

The people who lived at Arbury Avenue had limited verbal communication but could communicate in a number of other ways. They were given information in a format that they could understand and were supported by their families and people who knew how to communicate with them when decisions needed to be made about their care and welfare. They were represented in their best interests when it was appropriate to do so.

The people who accessed the service were supported by staff who were appropriated recruited, well trained and experienced at supporting them.

The people using the service said they receive the care and support they need and they have never been treated or spoken to badly. They said staff are always friendly and caring. They said they know who to speak to if they were unhappy and want to make a complaint. Some comments made were:

'The staff encourage me to do what I want so I can stay independent.'

'The staff are lovely.'

' I get on well with all of staff, we do lots of things together and they help me with stuff.'

'The staff are very good, they never speak badly to me.'

'The staff help me with lots of things, they'll all my friends.'

'The staff are really nice, we do lots of things together. Today we're going Christmas shopping. I like living here.'

Relatives of the people using the service said they were happy with the way their relative was looked after and the standard of care provided. They said the staff had a good knowledge of their relative's care needs and they were always kept informed about their welfare. They said know who to speak to if they want to make a complaint. Relatives said they have never seen any signs of abuse or neglect. Some comments made were:

'I have never seen my daughter happier.'

'The staff are always very friendly when I visit, they are like friends.'

'Although the staff have changed over the years, they have always maintained high standards.'

'The staff a marvellous, I'm very happy with everything.'

'The staff are brilliant, they are very involved in my relative's care.'

'I am not invited to the care plan reviews, but the staff to keep me informed about what's going on.'

'The staff are fantastic.'

Health care professionals spoken to said they are very happy with the care provided. They had never seen any signs of neglect. Some comments made were:

'My client couldn't be in a better place. The staff manage a complex behaviours very well.'

'I'm working closely with the staff on the behavioural strategies. They are very receptive and open to the guidance I provide."

Pendleton Care Limited

All Inspections

During an assessment under our new approach

22 August 2017

During a routine inspection

19 May 2015

During a routine inspection

8 November 2013

During a routine inspection

3 December 2012

During a routine inspection

19 December 2011

During a routine inspection