- Homecare service
Hounslow Supported Living Services
Assessment report published 19 June 2026
Contents
Ratings
Our view of the service
Date of assessment: 27 April to 4 May 2026.
Hounslow Supported Living Services provided care and support to people with a learning disability and autistic people living in supported living schemes in the London Borough of Hounslow. The registered provider is Support for Living Limited, also known as Certitude.
Not everyone who used the service received support with personal care. At the time of our assessment, people were receiving support in 12 of the supported living schemes (people’s homes). People invited us to visit them in their homes as part of our assessment.
The service was registered with CQC on 4 July 2025, and this was the first assessment. Part of the service previously operated under a different registration, also managed by Certitude. The last rating for that service was good (published 6 May 2021). Following this assessment, we have rated the service outstanding.
People were treated with exceptional kindness from staff who they knew well and trusted. They were involved in planning and reviewing their own care. Their choices and decisions were highly valued. Everyone was treated as an individual. Staff supported people to achieve their potential and try new things. People were supported to learn skills and prepare for the future. The provider supported people to celebrate their talents. For example, they showcased the work of an art group at a public art exhibition.
Staff worked in partnership with a wide range of community groups and organisations to ensure people received individualised and holistic care. For example, working with local cafes, libraries and shops to ensure people had safe spaces to go and that the staff working in these places understood people’s needs.
Staff focussed on ensuring people lived healthy and active lives. The provider ran keep fit classes and encouraged people to attend the gym and walk. Staff also supported people with their mental wellbeing through various individual and group work therapies. Staff were able to give us several examples where people had become more independent and taken part in a wider variety of things they enjoyed because of their improved health.
The provider and staff found creative ways to ensure everyone’s voice was heard and they were able to communicate their needs. Staff advocated for people, challenging others and overcoming barriers they faced. Staff supported people to ensure they lived healthy and fulfilling lives.
People had opportunities to undertake learning to improve their knowledge and skills. Some people had taken on roles as auditors of other services as part of the organisation’s quality assurance processes.
Some people had been given the opportunity to attend training with staff. This helped to empower people and gave them opportunities to share their views and lived experiences to help develop staff skills.
Whilst most risks were well managed, we identified some improvements were needed in the way staff recorded and monitored medicines. We also saw a small number of safety concerns within people’s homes. The provider’s own audits had not previously identified these issues. The provider took immediate action and put things right to mitigate risks. They also updated and improved their systems of audits and staff learning to help ensure these issues did not reoccur. There was no negative impact for people.
There were systems to safeguard people from abuse and learn when things went wrong. People were empowered with information to help them recognise and report abuse. Staff were informed when things went wrong. They involved people and relatives in learning from these and making improvements.
There were enough staff to support people and meet their needs. Staff were well trained and felt supported. Staff liked working for the service and spoke passionately about their work and the people they supported. Staff worked closely with external professionals to assess, plan for and monitor people’s needs.
Staff and people using the service told us managers were visible and provided good leadership and guidance for staff.
We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. The service was meeting these principles. People were at the centre of decision making locally and within the whole organisation. For example, when the provider developed policies and procedures, they considered the needs of people and took on board their views and feedback. People were always able to make choices and staff respected these. People were supported to be important members of the local community. Staff supported community members and external stakeholders to understand what was important to the people they supported and how to achieve this.
People's experience of this service
People had a very good experience living at the service. They received exceptionally person-centred care which reflected their individual needs and preferences. People liked where they lived and got on well with the others they lived with. People took part in a wide range of different events based on their individual needs and interests. Some people had jobs and some went to college. People were supported to learn new skills and develop their independence. People liked the staff, who were kind, considerate and polite.
Comments from people using the service included, “I love being here”, “I am happy, comfortable and safe”, “I love my life”, “My keyworker helps me if I want to try something new” and “It is the best house. I like living here.”
Relatives felt people were very well cared for. They were consulted and involved in supporting people when this is what the person wanted. Relatives told us they felt welcome when they visited and knew who to speak with regarding any concerns. Comments from relatives included, “[Person] chooses what to wear and where [they] go”, “The carers are wonderful and [person] is familiar with all of them”, “[Staff] create a welcoming, warm, safe, positive and joy filled environment” and “The care, love and dedication staff show is excellent and consistent.”
External professionals thought the service was exceptionally well-run and right for the people who were supported. Comments from professionals included, “It is very positive and I genuinely value the service they provide” and “I believe there is dedication and true determination by the employees to strive for the best possible service.”