- Homecare service
Hampshire Head Office Brockhurst Rd
Assessment report published 23 September 2025
Contents
Ratings
Our view of the service
Hampshire Head Office Brockhurst Rd is a supported living service providing personal care to people living in shared accommodation. The service supports people with a learning disability and/or autistic people at the time of our inspection, they were supporting 3 people with personal care.
This service was previously registered at a different address, under the same provider organisation. It is now operating from a newly registered location. This was the first inspection of the newly registered service. It was carried out between 23 and 30 July 2025.
We undertook this assessment following information of concern relating to multiple incidents involving the police. These incidents suggested individuals had placed themselves and others at significant risk of harm and raised concerns about the service’s ability to manage these risks effectively and provide safe support.
We found concerns in key areas of care, including risk management, safeguarding, unsafe medicines management and the use of restrictive practices. Some restrictive measures, such as surveillance, locked items, and environmental controls, were applied without clear evidence of informed consent or individualised risk assessment. As a result, people’s privacy, dignity, and autonomy were not always upheld.
These concerns had not been identified or addressed through the provider’s governance arrangements and one person came to harm as a result of this. Systems and processes designed to monitor risk, ensure consent, and drive improvement were ineffective. This meant people were not always protected from avoidable risks associated with their care and safety.
Despite these failings in governance, we found there were enough skilled and experienced staff to meet people’s needs. The manager followed safe recruitment practices, and staff received training and regular supervision to help maintain standards of care. Staff told us they felt supported and confident to raise concerns, and they described managers as approachable and responsive.
People were treated with kindness and compassion and told us they were happy living at the service. They engaged in meaningful activities both in the community and at home. People had goals for the future, including plans to pursue education or employment and move towards more independent living. These outcomes reflected the commitment of staff to support people’s growth and confidence.
An assessment has been undertaken of a specialist service that is used by autistic people or people with a learning disability.
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.
We identified 2 breaches of regulation relating to safe care and treatment and good governance.
We have asked the provider for an action plan in response to the concerns found at this assessment. We will work alongside the provider and local authority to monitor progress.
People's experience of this service
During the assessment, we gathered feedback from people who used the service, their relatives, staff, and professionals involved in their care. Some individuals were unable to tell us directly about their experiences, so we used observations to assess the quality of care and interactions.
Overall, people and their relatives expressed satisfaction with the care and support provided, and feedback was largely positive. One healthcare professional told us they felt staff knew people well and supported them to develop greater independence. A relative told us staff understood people’s needs and helped them exercise choice and control in their lives.
We observed staff interacting with people in a kind, compassionate, and respectful manner. People were engaged in a range of meaningful activities both within the home and in the community, including cooking, shopping, table tennis, and snooker. Where appropriate, people were supported to maintain relationships with their families. People appeared relaxed, content, and happy in their environment.