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Inspection Summary

Overall summary & rating


Updated 30 May 2019

About the service

This service provides care and support to people living in their own homes. The Harrogate office is the headquarters for support provided across the North East, East Midlands, the North West, and Yorkshire. People are supported in single occupancy houses, shared houses in multi occupancy or in individual flats in larger complexes. Not everyone using UBU – Harrogate receives regulated activity; CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of the inspection 416 people were using the service. 143 people of who were receiving a regulated service.

People’s experience of using this service

The principles and values of Registering the Right Support other best practice guidance ensure people with a learning disability and or autism who use a service can live as full a life as possible and achieve the best outcomes that include control, choice and independence. At this inspection the provider had ensured they were applied.

The outcomes for people using the service reflected the principles and values of Registering the Right Support in the following ways. People’s care needs were holistically assessed, and care was mostly provided in line with current best practice guidance. Some relatives thought there could be a more consistent staff approach to enhance people’s quality of care. We have made a recommendation regarding the management of some medicines.

Staff worked together to provide people with seamless care when they accessed services and moved between services. Most people had support, which clearly focused on them having as many opportunities as possible to gain new skills and become more independent. They were supported to follow their interests and pursuits including in the wider community and accessed education and work opportunities. Relatives told us people with more complex health care needs did not always have the opportunities they would wish.

People were encouraged to develop and maintain relationships both within the service, with family and loved ones, and in the community. There were some inconsistencies about care delivery and the ability of staff to evidence effective, sustained improvements in some cases. We have made a recommendation regarding the management of complaints.

The provider and management had completed a range of monitoring visits and audits. When these had identified issues, action had been taken to resolve them. They had strong values of improving people’s support and providing high quality care.

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. Many people using the service lacked capacity to make specific decisions and there were appropriate systems in place to make them. People had care plans which were personalised and provided a wealth of information for staff to use to support their needs and wishes.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

At the last inspection the service was rated Good (report published 14 October 2016).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

Inspection areas



Updated 30 May 2019

The service was safe.

Details are in our Safe findings below.



Updated 30 May 2019

The service was effective.

Details are in our Effective findings below.



Updated 30 May 2019

The service was caring.

Details are in our Caring findings below.



Updated 30 May 2019

The service was responsive.

Details are in our Responsive findings below.



Updated 30 May 2019

The service was well-led.

Details are in our Well-Led findings below.