ISSAC

Updated 31 May 2026

Date of assessment: We visited the provider's office, attended a social event and visited people in their own homes on 10 and 11 June 2026. We also reviewed information provided electronically by the registered manager.

ISSAC provides both home care and supported living services. This report relates only to the supported living service for people receiving personal care. A separate report has been published for the home care service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of the assessment, 15 people were receiving the regulated activity of personal care under the supported living service.

We assessed the service against the principles of Right Support, Right Care, Right Culture guidance to make judgements about whether the provider guaranteed people with autism and a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

We found that people received exceptionally person-centred care from a staff team that knew them well and was highly committed to achieving positive outcomes. Staff consistently went above and beyond to promote people's independence, choice and control, supporting them to live fulfilling lives centred around their individual needs and preferences. Care and support were delivered with kindness, compassion and genuine warmth, which enabled people to feel valued, respected and in control of their lives.

There were sufficient numbers of skilled and experienced staff to meet people's needs safely and effectively. The provider placed a strong emphasis on consistency, ensuring people were supported by staff who understood their preferences, communication needs and individual circumstances. Staff completed a comprehensive induction and ongoing training programme, including specialist training tailored to the needs of the people they supported. They received regular support, supervision and development opportunities to help ensure care was delivered in line with best practice.

People were protected from abuse and avoidable harm. Staff understood their safeguarding responsibilities and were confident in recognising and reporting concerns. Risks were assessed and managed appropriately and medicines were managed safely.

Staff worked closely with health and social care professionals to ensure people received coordinated and effective support. Professionals spoke positively about the quality of care provided and the professionalism of staff. One professional told us, “I have worked alongside ISSAC in supporting a person with complex needs and have been consistently impressed by the quality of care and professionalism demonstrated by the staff team.”

The provider promoted an inclusive and supportive culture for staff. Staff told us they felt valued, listened to and supported by managers. Employment practices were flexible and responsive to individual circumstances, contributing to a stable workforce and continuity of care for people using the service.

The nominated individual, who was also the registered manager, was visible, approachable and actively involved in the day-to-day running of the service. A range of governance systems were in place to monitor quality, safety and performance and support ongoing improvement. We identified some areas where oversight could be strengthened, including the timely submission of notifications to CQC, some aspects of Mental Capacity Act documentation and recruitment processes. The registered manager was open and receptive to our findings and took prompt action to address these areas. These issues had not impacted on people's care, safety or outcomes. People continued to receive high-quality, person-centred support from a skilled and committed staff team.

Updated 31 May 2026

People experienced outstanding care and support that maximised their choice, control, and independence.

Relatives described staff as caring, compassionate and willing to go the extra mile. One relative said, “Staff love her and she loves them.” Another told us, “They will put themselves out, for example, the day staff will stay longer if it helps to get my [family member] settled, I don’t think they work to the clock.”

Feedback from relatives also highlighted the positive impact staff had on people's independence. Relatives described staff supporting people to access communication aids, specialist equipment, community activities and social opportunities, which helped them achieve greater independence and choice in their daily lives.

Relatives told us how staff took time to understand people and communicate in ways that worked for people which helped them feel valued, respected and in control of their lives. One relative told us, “She is at the centre of her care, it's all about her.” Another said their family member had, “blossomed with the team,” and was now, “very, very seen and in control of her life.”

People's quality of life had improved through the support they received. Relatives described people as happier, more confident and increasingly involved in their communities. One relative told us, “My [family member] goes to the pictures, theatre, bowling and to restaurants… she has a better life than me.”

Families told us they felt involved, informed and listened to. They described staff and managers as responsive and collaborative. One relative told us, “It is a collaborative relationship with both sides committed to my [family member’s] quality of life.”

Relatives expressed a high level of confidence in the service and the outcomes achieved. One relative summarised this by saying, “My sense of it is that staff are committed first and foremost to keeping her safe and secondly to enable her to live a happy and fulfilled life.”