New Villas Office

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good.

Good: This meant people were supported and treated with dignity and respect; and involved as partners in their care.

The service was in breach of the legal regulation (privacy and dignity) in relation to independence, choice and control.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider did not always treat people as individuals or make sure people's care, support and treatment met people's needs and preferences.

They did not always take account of people's strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The registered manager did not clearly understand supported living, and how this model of support protected people's rights as ordinary citizens and empowered them to take their part in their communities. Although people had a genuine tenancy and there was clear separation between the accommodation provider and New Villas Office providing their support, the model of care did not always provide the dignity, privacy and independence that people should expect from a supported living service.

People did not always have the opportunity to choose who entered their home, who provided their support and when and where they were supported by staff. One of the shared homes we visited did not feel like an ordinary domestic home, and there were signs and restrictions displayed that remained from when the home was previously a registered care home. People living in this home told us they had not had any say over how the communal areas were decorated and used. One person told us, "I did not choose this décor, it is very busy and distracting." The registered manager and provider's operations director told us they would discuss this with the people who lived there, and we will review the actions they have taken at our next inspection of the service.

Some people who were supported by staff of New Villas Office lived in their own flat in blocks managed by the provider. Some people and their relatives told us about how they had not chosen the flat in which they lived, and it did not necessarily meet their needs, however the provider had not demonstrated that they empowered and supported the person to move into better-suited accommodation.

The provider did not always promote people's independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

Although people were able to make day to day choices, some of these choices were offered with limitations. People did not always have choice and control over who entered their home. Visitor times were restricted as a blanket policy. Care plans were not always up to date making it unclear what people's current goals and aspiration were and how they would achieve these goals.

We did not see evidence that the service adhered to CQC statutory guidance in relation to the expectations of supported living services.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.