Brandon Trust Supported Living - Hampshire

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated Good: This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff consistently demonstrated kindness, compassion, and respect in the way they supported people, taking time to speak gently, offer reassurance, and ensure individuals felt valued. They remained attentive to people’s emotional needs and upheld dignity during personal care by explaining each step and maintaining privacy. The culture of care promoted person‑centred practice, respect for individuality, and an environment where people felt safe and included. People and relatives spoke positively about their experiences, with one person saying, “Staff are nice. I like them all,” and a relative adding, “Staff are really nice and very kind. They encourage her to go out.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff adapted their approach to reflect what mattered most to each person, showing a strong understanding of individual preferences and needs. Attention to detail, such as supporting daily routines, meal choices, and personal rituals, helped people feel recognised, respected, and valued. Support was tailored to each person’s abilities and aspirations, promoting autonomy and meaningful engagement. Relatives spoke highly of the care provided, with one saying, “On a scale of 10, they are a 9,” and another commenting, “They are amazing… she shouts to them and they come with a smile on their faces. She thrives on helping the staff.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff promoted independence and enabled people to make informed decisions about daily routines and care tasks. People were supported to maintain autonomy and engage in activities in ways that were safe and meaningful to them. Staff used positive encouragement and enabled people to do as much as possible for themselves, fostering confidence and self-esteem.

The provider embedded the principles of Right Care, Right Support, and Right Culture, ensuring that people were empowered to make choices about their care, supported to live in accordance with their personal preferences, and encouraged to participate actively in decisions that affected their lives. Support was designed to promote equality, dignity, and a sense of control, while staff balanced independence with appropriate safeguards to reduce risk. A relative said, “They try to encourage him to help around the place. He has limited ability levels that they know”.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff demonstrated detailed knowledge of each person’s usual routines and behaviours, enabling them to identify subtle changes in mood, health, or presentation. They responded promptly to immediate needs and adapted care accordingly, helping to prevent risks from escalating and ensuring timely, effective interventions. This proactive approach supported safe, person‑centred care that consistently responded to individual needs. Relatives highlighted the skill of staff, with one noting that team members were fully trained in managing seizures and that even agency staff were required to receive this training.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff were well supported in their roles and described feeling valued, listened to, and respected, with regular supervision and accessible management guidance enabling them to deliver consistently high‑quality care. They received comprehensive training, including mandatory subjects and specialist learning in areas such as learning disabilities, autism, epilepsy, behaviours that challenge, and positive behaviour support. Managers provided clear, approachable guidance, ensuring staff could raise concerns, seek advice, and apply best practice safely, which in turn strengthened confidence, competence, and professional development. One staff member reflected this positive culture, saying they were “the happiest [they] have been at work,” highlighting the supportive, person‑centred leadership and strong team relationships.