During an assessment under our new approach
Lavender Support Services Ltd is a domiciliary care agency providing personal care and support to people living in their own homes. The service was supporting 58 people with the regulated activity of personal care at the time of this assessment.
This service supports older people, some of whom are living with dementia, and people with physical disabilities who are living in their own homes.
We carried out this assessment between the dates of 12 August 2026 to 26 August 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
Staff were aware of risks to people’s safety and knew how to raise concerns. We reviewed risk management plans which contained sufficient guidance to be clearly followed. Staff understood the importance of this, and one told us they could “ensure the people I support are safe by following their care plans and risk assessments."
Staff understood their responsibilities in relation to safeguarding people from abuse and the provider had effective systems in place to monitor, report and address concerns. When accidents or incidents occurred, the provider took action to ensure people’s safety and put measures in place to minimise risks to people going forward.
Robust systems were in place to manage people’s medicines and staff followed safe infection prevention and control procedures. The provider supported people to assess the safety of the environment and made referrals to external agencies if this was needed e.g. falls service. A staff member told us they "keep my eye on their surroundings for trip hazards and clean areas after use. I check any equipment is working correctly."
Staff were recruited safely and received a broad range of training to support them in their roles. They told us they felt fully supported by the manager and their supervisors and were able to contact them for advice at any time. One staff member told us, “I feel I am very well supported at Lavender." Another described when she reported a concern to her manager and it was dealt with and the outcome given.’ This meant staff felt able to discuss any issues with the manager and their supervisors which helps to ensure people have their needs met and are safe.
People’s needs were assessed prior to them receiving care. Regular reviews were held to ensure there were no changes to people’s care needs and that they were happy with the support they received. The service worked well with a range of healthcare professionals to ensure people’s health outcomes were closely monitored and improved. We saw where appropriate referrals had been made to support people’s safety and health needs e.g. The falls service.
The provider had robust systems in place to review the safety and effectiveness of the service people received. Frequent checks of people’s care were undertaken and records were reviewed regularly. Any shortfalls were addressed promptly and action taken to prevent them reoccurring.
People’s care was planned in a person-centred way, where possible at a time of their choosing and using a consistent staff team. The registered manager told us the aim of the organisation was to provide people with safe and highly personalised care. This was reflected in the comments received from people, relatives and staff.