- Care home
New Treetops
Assessment report published 10 July 2026
Contents
Ratings
Our view of the service
Date of assessment: 23 April to 11 May 2026. We visited the service on 23, 24 and 28 April 2026. The visit on the 28 April 2026 was undertaken out of hours. The service is registered for accommodation and personal care for up to 6 people with a learning disability. The service accommodates people on a short time basis for respite care.
Systems were in place to keep people safe; incidents and accidents were managed well. No concerns were noted in relation to the environment and safety checks were ongoing. Sufficient staff were in place to deliver care to people and they had received relevant training and supervision. Medicines were managed safely.
Capacity assessments had been undertaken by the assessing authority; the acting manager discussed the ongoing work with relevant professionals in relation to Mental Capacity Assessments (MCA) and Deprivation of Liberty safeguards (DoLS). Information in relation to people’s health needs were included in assessments and people were supported to access health professionals if this was required during visits. Professionals were positive about New Treetops and the support they provided. Meals were provided to people in line with their needs, choice and cultural/religious requirements. Choices of meals were seen with a range of supplies of food to support varied meal preparation.
People’s care was reviewed regularly prior to each planned stay at New Treetops, any changing need was discussed with relatives. People and relatives could ring and book in easily if there were vacancies. They told us how the initial assessments, after expressing an interest to register with New Treetops, were very thorough and helped allay any fears. People and relatives were able to look around and have short visits to trial the service until they felt confident to stay for a respite period. Relatives had been involved in discussions regarding people’s care needs and choices. No-one was in receipt of end-of-life care, but we heard how well staff training and learning had been put into practice in the past.
Systems were in place to manage complaints, no formal complaints had been received. People and relatives were positive about New Treetops and felt able to call the service at any time. A formal annual satisfaction survey was overdue, but the management team were aware, and this was in progress. We heard how there was regular contact with relatives who said they felt confident and satisfied with the level of feedback and communication. Regular staff team meetings took place, and a range of information was shared with the staff. Staff told us they were engaged and involved and felt supported by an inclusive and supportive management. The registered manager had been on leave for some time. There was an acting manager in place and feedback from people, relatives and staff was positive.
Systems to monitor the service in the form of audits and checks were in place. The management team discussed what they were planning to improve their systems. They felt supported by the provider, Devon County Council. We met with the provider who had recently completed an audit of the service showing clear actions were being taken to ensure people received a good service.
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.
People's experience of this service
We observed and spent time with people using the service. One person was able to tell us about their experiences when they were in New Treetops. We also received email responses from relatives. We observed kind and caring interactions and staff engaging with people in a way that supported their individual needs. Examples of feedback included, “It’s an amazing home, we are very happy to send our daughter there”, “It was worrying to move from children’s services, but the manager made me feel completely reassured. It’s a long time since I have felt this level of trust” and “Staff all learned quickly how best to understand and communicate with our daughter; they understand her needs.”
It was clear positive meaningful relationships had been embedded; activities were undertaken according to people’s likes and choice. This depended on levels of peoples’ needs on any given day and who was booked in for respite. The provider told us they were looking at how this could be managed to enable people to go out more, especially at weekends. People were supported to communicate as they wished and staff understood how to communicate with people effectively. The majority of people communicated in ways other than verbally. We saw staff using electronic devices and signing with success during our visit. People were very happy with the care they received during their stays at New Treetops, they said they were supported with choice, and their individual needs were being met. Comments included, “This is a nice place to be, I come every two weeks. Staff are really friendly, and spend time with me. We get a takeaway or go for coffee.”
Relatives were very positive about their loved ones accessing the respite care at New Treetops. Comments included, “My daughter has been using the service for five years. I am always happy for her to stay having got to know the staff well. They know her well, what her likes/dislikes are. She likes to chill in bed and splash in the bath”, “Our daughter’s health needs are well met and we are given regular feedback. She really enjoys her time there” and “The atmosphere has always felt very relaxed and my son is happy to go there.”
We observed a positive meal time experience where people were supported in line with their assessed and cultural needs. Relatives and people told us they were happy with the meals provided to people and that assessments had been completed with them.