Channel Court, Sugar Lookout

Updated 21 May 2025

Date of Assessment: 05 to 20 June 2025. The service is a care at home service providing support to adults and children living with nursing needs, mental health conditions, a learning disability and or autism. The service was delivering care to some children in unregistered children’s homes. Leaders were taking the necessary actions to address this by registering with Office for Standards in Education, Children's Services and Skills (Ofsted). We informed Ofsted of the remaining care packages of this nature.

The provider had clear aims and values of the organisation, which were included in the induction programme and staff could tell us about. Recruitment, training and supervision ensured staff were skilled and knowledgeable and followed best practice models and guidance. Staff were supported and valued in their roles. Incidents and complaints were reported and actions taken. The provider learnt and made improvements where needed. Staff told us they were able to raise concerns or issues. Governance systems were in place to monitor and assess the quality and safety of the service, although some development was needed around how all actions were captured and monitored for progress.

We 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. People received person centred care which was tailored for their individual needs. Staff knew people’s interests, routines and preferences. People were supported with their goals and to achieve positive outcomes. People were supported to access and be part of their local community. Risks were assessed. People were supported to engage in positive risks to enhance their health and wellbeing. The provider worked to address any barriers to care and supported people to access available services. Leaders were supportive and encouraged staff development.

Updated 21 May 2025

Family members were positive overall about the care and support people received. Care staff were praised for developing consistent, caring and trusted relationships with people. Relatives commented, “We have a consistent group of carers who know [Name of person] well,” “Staff are all so lovely. It is so good to have the consistency” and “Carers are extremely good.”

We received mixed feedback about people’s safety. With some people telling us their family members were safe and others telling us this could be improved. Relatives told us they did not always know who was in charge or the structure of the organisation. However, leaders were responsive and helpful. Relatives told us they did not always know which staff would be attending in advance. Care plans were in place, but not all family members were aware of this.

Staff were well trained and delivered person centred care which was responsive to people’s needs. A relative said, “The carer is very good, they can manage [Name of person] very well.” People were supported with their health needs and concerns were escalated.