Averley Home

Updated 16 March 2026

We carried out this assessment between 18 March and 15 April 2026. Averley Home, formerly known as Welcome Home, is a residential service providing support for up to 5 adults with a learning disability and/or autism. The service was previously registered under a different provider but has continued to be managed by the same registered manager. At the time of our assessment there were 5 people using the service.

We undertook this assessment due to concerns we received about the environment, staffing levels and staff training. We found these concerns were substantiated. 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.

This is the first assessment for this service which was registered on 30 April 2025.

The provider had not always ensured that people were protected against risks to their health, the environment and in the management of medicines. Some people had epilepsy and required a monitor to be used by staff to alert them when they were having a seizure. However, not all staff were aware of the monitor so had not been using it to ensure their safety. The environment had not been regularly maintained. This resulted in the lack of maintenance and repairs of wheelchair ramps which enabled people to access their home and to exit quickly in the event of a fire. Staff had not always followed best practice for storing medicines nor managing people’s medicines when they went out for the day.

The provider had not always ensured that staff had received all the training necessary for their roles. This included how to safely support someone with a feeding tube. People’s opportunities to go out and attend physical activity recommended by health professionals were limited due to staffing levels. Discussion had started with the funding authority about how to address these shortfalls.

The provider had not always ensured effective monitoring of the quality of the service. They had not identified shortalls we found in staff training, medicines nor the assessments of risks. The provider had a range of procedures to monitor the quality of the service but had yet to put them all into practice. This included systems to assess if new staff were competent to be added to the permanent staff team and to learn lessons when things had not gone as well as they could have.

Staff had a good understanding of people’s communication, personal and health needs. People had enough to eat and drink to stay healthy. Staff involved those important to people and took decisions in people’s best interests where they did not have capacity. Staff provided information people could understand.

People were treated with kindness and compassion. Staff protected their privacy and dignity. They treated them as individuals and supported their preferences. People were encouraged to maintain relationships with family and friends.

The provider supported staff wellbeing and the management team were visible and supportive. helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment.

At this assessment we found the provider was in breach of 3 legal regulations in relation to safe care and treatment, staffing and good governance. We have asked the provider for an action plan in response to the concerns found at this assessment

Updated 16 March 2026

Most people living at the service were not able to tell us verbally about their experiences. During the assessment visit we spoke with one person and observed staff interacting and supporting them with their daily routine. One person showed us their bedroom and we joined another person for lunch. We spoke with staff about their roles and understanding of people’s care needs. We telephoned peoples’ relatives to gain their feedback of peoples’ care and treatment.

Relatives told us their family members were safe living at the service. One relative told us, “Their relative is absolutely safe.” They said there was a core team of staff who had supported their family member for a long time. Relatives explain this meant staff were able to notice changes in people’s presentation which would indicate that they were unwell. Relatives appreciated they were kept informed of any medical appointments and their outcomes.

Relative said that staff knew about people’s needs and preferences. One relative said, “What I really like about it is that staff took the time to really get to know his likes and dislikes”; and “I know she is happy there. Staff know her and her little ways. She calls it her home.” Relatives described staff in a positive manner. Comments included, “The staff are brilliant. They are so caring”; and “I cannot fault any of the staff. The new staff are just fine.” When we asked people about the staff support they received, one person put two thumbs up. This indicated the staff were very good.

Relatives said people were given choses but were not always sure about how often they went out. A relative also told us, “They have a car but I don’t think they always have drivers, so I’m not sure how frequently they go out.” One person told us they went swimming the previous week and cycling when the weather was good.

Everyone was positive about the registered manager. We observed they a good a rapport with people and people enjoyed being in their company. The registered manager was described as ‘lovely’ and ‘dedicated.’ Relatives felt about to speak to staff at any time and when they raised concerns they were listened to.