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Inspection Summary

Overall summary & rating


Updated 18 April 2019

About the service:

Norbury Avenue is a supported living service providing 24-hour care and support for people with mild to moderate learning disabilities, mental health needs and autistic spectrum conditions.

The service can accommodate seven people with six bedrooms on the first floor and one bedroom on the ground floor. At the time of our inspection five people were using the service.

People’s experience of using this service:

The outcomes for people using the service reflected the principles and values of Registering the Right Support in the following ways, promotion of choice and control, independence and inclusion. For example, people’s support focused on them having as much choice and control over their everyday lives as possible.

People were happy and relaxed in the company of staff. People knew staff and the registered manager and were comfortable approaching them, asking questions or speaking about their day. Staff took time to listen and responded appropriately.

People told us they liked the staff and relatives we spoke with confirmed staff were kind and caring.

People continued to receive safe care by staff who knew the risks people faced. Staff supported people to be independent while keeping them safe.

Managers and staff knew how to record and report concerns, this included any safeguarding concerns. When an incident or accident happened, the reason was investigated and changes were made to make things better for people.

Staff had received training and had the support they needed to do their job well.

People were encouraged to make choices about their lives and to be as independent as they could be. Staff helped people work towards their goals and encouraged people to engage in the activities they wanted to do. This included additional learning to help them support their independence.

People were supported to keep in touch with friends and family.

Staff supported people to attend health care appointments and made sure heath care professionals knew how to support people during treatment.

Managers and staff put people at the centre of the service. People were asked their views about how the service was run and what staff could do to make things better.

Improvements and maintenance were needed around the service to keep people safe and to make a nicer environment for people to live in. The provider and the landlord had agreed what improvements were needed and the expected dates of completion. We will monitor progress and look at this again during our next inspection.

Rating at last inspection:

Good (The date the last report published was 09 September 2016)

Why we inspected:

This was a planned inspection based on the rating at the last inspection.

Follow up:

We will continue to monitor the service through the information we receive. We will inspect in line with our inspection programme or sooner if required.

For more details, please see the full report which is on the CQC website at

Inspection areas



Updated 18 April 2019

The service was safe.

Details are in our Safe findings below.



Updated 18 April 2019

The service was effective.

Details are in our Effective findings below.



Updated 18 April 2019

The service was caring.

Details are in our Caring findings below.



Updated 18 April 2019

The service was responsive.

Details are in our Responsive findings below.



Updated 18 April 2019

The service was well-led.

Details are in our Well-Led findings below.