Our CQC Report
Our latest Care Quality Commission (CQC) report (published October 2023) rated us as “Requires Improvement.”
We believe in being completely transparent—but we also believe it’s important to explain what that really means for the people we support and the care we provide every day.
We know that choosing care is a big decision, and it’s important to understand both the rating and the context behind it. Below, we’ve set out a clear explanation of what the report found, what it meant at the time, and the improvements we’ve made since.
What the Report Found
The CQC report highlighted something we are incredibly proud of—
the experiences of the people we support.
Feedback from clients and families was consistently positive. People described our team as:
- Kind, patient, and caring
- Friendly and approachable
- Reliable, with consistent staff they know and trust
People told the CQC they felt:
- Safe in our care
- Respected and listened to
- Confident in the support they receive
The report also recognised that our care promotes dignity, independence, and choice, with a strong focus on person-centred support.
What “Requires Improvement” Meant
The rating was not due to poor care.
The areas identified for improvement were related to internal systems and processes behind the scenes, including:
- Recruitment checks and documentation
- Oversight of staff training and competency
- Governance and audit systems
- Regulatory reporting processes
Importantly:
- There was no evidence that people were harmed
- People told the CQC they felt safe and well supported
The feedback about care itself remained consistently positive.
What We’ve Changed
Since the inspection in August 2023, we have made significant, service-wide improvements.
We have:
- Strengthened recruitment with fully compliant, robust checks
- Introduced structured training pathways and competency assessments
- Improved leadership oversight, audits, and accountability
- Enhanced internal systems and reporting processes
- Continued investing in staff development and service quality
These changes ensure our internal systems now reflect the high standards of care delivered every day.
Where We Are Now
CQC reports are a snapshot in time—not a reflection of ongoing progress.
Even during the inspection, people told the CQC they were happy with their care and felt safe.
Since then, we’ve built on those strengths and addressed every area identified.
Today, our focus is simple:
- Safe care
- High-quality support
- Strong, consistent relationships
Our Commitment
We are proud of our team and the care we provide.
We have never lost sight of what matters most—
the people we support and how they feel in our care.
This report helped us strengthen our systems, grow as a service, and move forward with even greater clarity and purpose.
We are committed to continuous improvement—always.
