2 Millbrook Way

Updated 8 September 2025

Date of assessment: 02, 12, 13 October 2025. 2 Millbrook Way provides personal care and/or accommodation for up to 6 people with a learning disability and/or autistic people.

Accommodation is provided in a combination of single person and shared housing. At the time of assessment there were 6 people living in the home, however only 4 people received personal care support.

We assessed the service against ‘Right support, right care, right culture.’ This guidance supported judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choice, independence, and access to local communities that most people take for granted.

We undertook the assessment to check compliance against breaches of the legal regulations. At the last assessment in June 2022, the service was in breach relating to safe care and treatment, safeguarding people from abuse and improper treatment and good governance. At this inspection, enough improvements had been made, and the provider was no longer in breach of these legal regulations.

The provider and management were committed to ensuring people were safe and staff had the training and skills to support people who displayed distressed behaviours using the least restrictive options. Staff were able to share person – centred strategies that promoted positive outcomes for people. Staff told us they had received suitable training that had increased their competence and skills to manage challenging situations more effectively. The provider had systems to review incidents, and safeguarding processes were robust.

Systems in place ensured medicines were managed safely. However, staff did not consistently follow these processes. The manager took immediate action to remind staff of their responsibilities to follow procedure.The manager and deputy manager led by example to foster a positive and caring culture. The manager communicated effectively with relatives and staff. One staff member told us, “They [management] listen; they are brilliant. They know people who live here very well.” One relative said, “We love the managers at Millbrook. They do go the extra mile, and we are not used to that.”

Safe recruitment practices were in place and staffing levels reflected the level of support people had been commissioned for by the local authority. They worked with the local authority to help ensure people’s individual staffing levels were reflective of their needs.

Updated 8 September 2025

We spoke with relatives of people who lived at 2 Millbrook Way. Most relatives we spoke with were positive about the care their family member received and felt they were safe. A relative raised some concerns about the environment and safety of their family member, these were being addressed by the management team.

The provider had systems to share feedback and ideas, or raise complaints about their care, treatment and support. There was a complaints procedure in place, and the manager was able to show what actions had been taken to concerns and complaints raised.

Documentation showed people were referred to health professionals if the need arose and people received person centred care in their local community which met their needs and preferences.

Staff worked to provide opportunities, activities and experiences at home and within their local communities. Staff supported people to maintain relationships with relatives. Families could visit their relatives anytime. Staff supported people to make video calls and drove people to visit relatives at their home.

People took part in sensory play for adults, drawing, went out for meals, bowling, swimming, and used their iPad. People enjoyed going to the pub and having BBQs in the garden. Staff collaborated with people to achieve long term goals such as having a holiday that included the use of a hot tub.

People were supported by staff who knew their needs and preferences. New staff had the opportunity to shadow experienced colleagues before supporting people. This allowed a more relaxed introduction between people and staff. It gave staff time to observe people's environment, communication styles, and how they navigated their daily lives.