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We are carrying out checks at Yarrow Housing Limited. We will publish a report when our check is complete.


Inspection carried out on 31 March 2016

During a routine inspection

Yarrow Housing Limited provides care and support to people with a learning disability, in order to enable them to live independently in their own homes. People who use the service reside as tenants in a range of shared houses and flats owned by different local housing associations across five boroughs in West London.

This inspection was announced. We gave the provider 48 hours’ notice of the inspection, to make sure that key staff would be available. At the time of the inspection the service was providing personal care to 72 people in 24 properties. At the previous inspection in February 2014 we found the provider was meeting the regulations inspected.

There was a registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider. 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.

People received their personal care and support from staff they trusted and felt safe with. Staff had received training in how to protect people from abuse and knew how to raise any concerns in regards to people’s safety and wellbeing. People’s support plans showed that risks to their safety were identified and plans were put in place to mitigate the risks.

People told us they felt well supported by staff and confirmed that there were sufficient staff to meet their needs. Records showed that there were safe systems in place for the robust recruitment of new staff to ensure they were suitable to work with people who used the service.

Staff had received effective training, supervision and support to meet people’s needs. This included training about the Mental Capacity Act 2005, so that staff understood about supporting people to make their own choices and decisions. People told us they were supported to eat healthily and choose foods that met their dietary and/or cultural need, and to eat out at places of their choice. The provider supported people to meet their healthcare needs through assisting them to attend appointments and follow guidance from healthcare professionals, which was documented in people’s support plans.

People received a caring and compassionate service, which demonstrated some outstanding features. The provider consistently consulted with people and relatives to ensure that their needs and wishes were understood and met. People told us they felt valued as they took part in projects and open days organised by the provider and were supported to make meaningful contributions. The provider keenly sought to celebrate people’s achievements and ensure people understood that their needs were at the core of the organisation. People were treated with dignity and respect and staff protected their confidentiality and privacy.

People received a service that responded to their individual needs and was person centred. People’s needs were properly assessed, and their assessments and support plans were regularly reviewed to ensure they were relevant. The provider responded to people’s aspirations for more independence and their wishes to access community resources, such as regular visits to gyms, cinemas and shopping centres. People were confident about how to make a complaint and relatives said they thought complaints would be dealt with in an open and fair manner.

People received a service that was managed well by the registered manager and other members of the management team. The provider held a clear vision and values that were shaped by people’s contributions to their current strategy plan, and understood by people, relatives and staff. There were systems in place to regularly monitor the quality of the service and identify areas for improvement.

Inspection carried out on 24 February 2014

During a routine inspection

The registered manager told us that staff would obtain consent from people before providing them with care and support.

We spoke with the relatives of two people who used the service as people who used the service were able to verbalise their needs. One person told us "I would not say the care is great but it is good. We get on with the staff and my relative is happy." Another persons relative said "The actual support staff are very good, most have been there for a significant period of time. They do a wonderful job."

We spoke with two members of staff who told us that they worked with social workers, people's family members, psychiatrists and psychologists to meet people's needs

The provider had a recruitment and selection procedure in place which provided clear direction on all aspects of the recruitment process.

Arrangements were in place for responding to complaints. One person said that they had made complaints about the service and these had been dealt with.

Inspection carried out on 30 April 2012

During a routine inspection

People who use the service and relatives made positive comments about the service in the quality questionnaires that the service sent to them. We did not speak directly to them.

Carers and families are involved in daily decision-making about care provided and feel respected. They said staff were generally approachable, listen to their views, act on them and treat them with respect.

Some commented that the management are in regular contact, sometimes visit them, always ask them what they need and they feel they are getting the service they want. They said it was regularly reviewed, updated and delivered on time.

They found staff friendly, competent and prepared to adapt their working methods to provide a good level quality of service.

They are also aware of how to make a complaint and who to.