The Care Quality Commission
  • Care Home
  • Care home

Dickley Court

Overall: Requires improvement read more about inspection ratings

Dickley Lane, Lenham, Maidstone, ME17 2DD (01622) 859216

Provided and run by:
Symbol Family Support Services Limited

Important: This service was previously registered at a different address - see old profile

All Inspections

During an assessment under our new approach

Date of assessment 16 December 2025 to 09 January 2026. We completed this assessment to follow up on concerns received about the service and because of the age of the rating of the service. We carried out a comprehensive assessment. The service provides care and support to people living in 'supported living' settings within their local communities, so that they can live in their own home as independently as possible. In supported living, people’s care and housing are provided under separate contractual agreements. At the time of this assessment there were 36 people receiving support with ‘personal care’: help with tasks related to personal hygiene and eating. Not everyone using the service receives the regulated activity of personal care. Where they do, we also take into account any wider social care provided. We did not review people’s care and support who did not receive personal care.

Dickley Court is also a residential care home providing accommodation for persons who require personal care. We have written a separate report about the residential care home (short breaks) service.

An assessment has been undertaken of a service that is used by autistic people or people with a learning disability but is not registered as a specialist service. 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 breaches of regulations relating to risk management, medicines management, infection control, person centred care and good governance. Medicines had not always been managed safely. Risk assessments did not always give staff information about how to work with people safely. Some supported living houses had a strong odour in communal areas, staff had reported this and maintenance issues to the provider, these were not always addressed in a timely manner. Care plans were not always detailed in relation to people’s care and support needs. People’s care plans did not include goals and aspirations for people. The provider’s audit systems had not always detected issues identified in the assessment. Staff told us they received mandatory training and support to enable them to care for people safely. Staff told us that they would benefit from further training to aid better communication with people who used Makaton sign language. Before people accessed the service their needs were assessed. We observed there was enough staff on shift to support people. Staffing was adjusted to each person’s assessed needs. Staff worked with health professionals to ensure people got the care and support they needed. The provider had systems and processes in place to promote and support staff wellbeing. Not all staff were aware of these, the provider planned to promote this further in 2026.

We have asked the provider for an action plan in response to the concerns found at this assessment.

People were protected from poor care and abuse. The provider had policies in place and staff had been trained. Safeguarding concerns were reported to the appropriate authorities and the manager worked with the local safeguarding teams to ensure any issues were fully investigated.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff supported people to take part in activities of their choice. People were supported to pursue interests to keep them active and stimulated.

During an assessment under our new approach

Date of assessment 16 December 2025 to 09 January 2026. We completed this assessment because of the age of the rating of the service. We carried out a comprehensive assessment. Dickley Court is a residential care home providing accommodation for persons who require personal care. It can provide care for up to 13 people. The service is registered to provide support to children 13-18 years, older people, younger adults, people living with dementia, people with sensory impairments, people with learning disabilities, autistic people and people with physical disabilities. The service provided short breaks to people, providing respite care to people and their families. At the time of our assessment 5 people were staying at the service.

The service is also registered to provide care and support to people in supported living premises in the community. We have written a separate report about the supported living service.

An assessment has been undertaken of a service that is used by autistic people or people with a learning disability but is not registered as a specialist service. 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 breaches of regulations relating to risk management, maintaining the environment and good governance. There had been a lack of management oversight of building related risks which had the potential to cause harm. The building had not always been adequately maintained. The provider’s audit systems had not always detected issues identified in the assessment. Staff told us they received appropriate training and support to enable them to care for people safely. Before people accessed the service their needs were assessed. We observed there was enough staff on shift to support people. Staffing was adjusted to each person’s assessed needs. Staff worked with health professionals to ensure people got the care and support they needed. The provider had systems and processes in place to promote and support staff wellbeing. Not all staff were aware of these and the provider planned to promote this further in 2026.

We have asked the provider for an action plan in response to the concerns found at this assessment.

People were protected from poor care and abuse. The provider had policies in place and staff had been trained. Safeguarding concerns were reported to the appropriate authorities and the manager worked with the local safeguarding teams to ensure any issues were fully investigated.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The service had systems and processes in place to safely administer medicines. Staff supported people to take part in activities of their choice. People were supported to pursue interests in the local area.

13 September 2019

During a routine inspection

About the service

Dickley Court is registered as both an accommodation based care home and a community based domiciliary care agency (DCA) which delivers personal care to people living in their own homes. The provider Symbol Family Support Services Limited provides support primarily for people who have a learning disability living within a supported living service. At the time of our inspection Dickley Court was being used as a short breaks respite service, offering breaks for people who have a learning disability.

We have reported on the services provided by the short breaks respite service and the DCA separately under the evidence sections of the report, unless the evidence related to both services when we combined the

reporting.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People using the service received planned and co-ordinated person-centred support that is appropriate and inclusive for them.

People's experience of using this service:

The registered manager and provider ensured that there was a clear vision for the service to deliver individualised care and support. They were supported by a strong staff team who were appreciated by people who used the service, relatives and professionals.

The registered manager had undertaken training which they used to enhance the well-being of people who used the service, staff and relatives. This had a positive effect on the people we talked to and helped provide

the calm and happy atmosphere we witnessed.

There was high-quality leadership in the service, and a very high level of caring for and supporting staff. Strong links had been developed with other health and social care professionals which enabled the provider

to deliver consistently person-centred care.

People felt safe and comfortable living at the home. There was a calm atmosphere where staff were knowledgeable and skilled in supporting people with their routines, activities and behaviour.

There were safe systems in place to manage risks to people's health and associated within the service and the domiciliary care service. People were safeguarded from the risk of suffering abuse or avoidable harm.

People had access to healthcare services and input from specialist professionals when required. Their needs in relation to their personal care, nutrition and medicines were met.

People were able to have an input into their care planning and felt able to make complaints or give feedback about the quality of care. People had their dignity and privacy respected by staff who encouraged them to be as independent as possible.

The leadership of the home was very experienced and competent.

There were systems in place to monitor the quality and safety of the home and the registered manager was aware of their regulatory responsibilities.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

People had the opportunity to have a say and to be involved in how the service was run and the registered manager took on board people's ideas of how the service could be improved. The registered manager ensured when things went wrong, lessons were learned and changes were made to further improve the service provided.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection:

The service was rated good at our last inspection (published 30 January 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our reinspection programme. If we receive any concerning information we may inspect sooner.

29 November 2016

During a routine inspection

We inspected this service on 29 and 30 November 2016. The inspection was announced. The provider was given two working days’ notice because the location provides a domiciliary care service and we needed to be sure that someone would be available at the locations office to see us.

Dickley Court is registered as both an accommodation based care home and a community based domiciliary care agency (DCA) which delivers personal care to people living in their own homes. At the time of our inspection the provider was supporting approximately 35 people living in supported living services. The domiciliary care agency is run from an office which is attached to the main building of the care home. The provider Symbol Family Support Services Limited provides support primarily for people who have a learning disability living within a supported living service. At the time of our inspection Dickley Court was being used as a short breaks respite service, offering themed weekend breaks for people who have a learning disability.

We have reported on the services provided by the short breaks respite service and the DCA separately under the evidence sections of the report, unless the evidence related to both services when we combined the reporting.

The registered manager was also the managing director of the organisation Symbol UK Ltd. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The feedback we received from people and their relative’s was excellent. Those people that used the service and their relative’s expressed great satisfaction of the service being provided and spoke very highly of the registered manager, senior management team and the staff. Everyone within the organisation was highly motivated and committed to ensuring people that used the service were treated as individuals and had as much choice and control over their lives. Staff were supported to develop and progress within their role by the registered manager and the senior management team.

Recruitment practices were safe and checks were carried out to make sure staff were suitable to work with people who needed care and support. However, gaps in potential staffs employment had not always been explored. We have made a recommendation about this.

The safety of people using the service was taken seriously by the registered manager, management team and staff who understood their responsibility to protect people’s health and well-being. Staff, the management team and the registered manager had received training about protecting people from abuse, and they knew what action to take if they suspected abuse. Risks to people’s safety had been assessed and measures put in place to manage any hazards identified. The short breaks respite premises were maintained and checked to help ensure the safety of people, staff and visitors. A fire risk assessment was in place and an evacuation plan to be used in the event of an emergency.

Staff had a full understanding of people’s care and support needs and had the skills and knowledge to meet them. People received consistent support from the same staff who knew them well. People were supported to be fully involved in the recruitment of their own staff team. Job advertisements were personalised and people were supported to be involved in the interview and selection process. The provider used innovative ways to enable people to gain work within the local community and fulfil their hopes and dreams. A shop was opened within the local community which enabled people to gain work experience and a qualification.

People received their medicines safely and when they needed them. Policies and procedures were in place for the safe administration of medicines and staff had been trained to administer medicines safely. Incidents and accidents involving people were recorded, monitored and investigated to prevent a reoccurrence.

There were enough staff with the right skills and knowledge to meet people’s needs. Staff received the appropriate training to fulfil their role and provide the appropriate support. Staff were supported by the management team who they saw on a regular basis. Staff worked well as a team within the supported living services and felt supported by one another. The registered manager encouraged staff to undertake additional qualifications to develop their skills.

People had positive relationships with their staff with many have worked together for a number of years. People were treated with kindness and respect. People’s needs had been assessed to identify the care they required. People’s individual care and support plans were person centred and gave staff the information and guidance they required to give people the right support. Detailed guidance was available for staff to follow to support people who displayed any behaviour which caused a risk to themselves or others.

People had clear communication plans and guidance in place to ensure staff were able to communicate effectively with them. Detailed guidance was provided to staff within people’s homes about how to provide all areas of the care and support people needed. People’s nutrition and hydration had been carefully considered and recorded for staff to follow. Staff ensured people and their loved ones remained as healthy as possible.

The registered manager, management team and staff were committed to providing a high quality service to people and its continuous development. Feedback from people, their representatives and others were continually sought and used as an opportunity for improve the service people received. The registered manager also demonstrated strong values and a commitment to ensure people had as much control as possible over their lives.