Last updated: 9 February 2026
"Supportive manager, happy staff and varied activities, but short staffing with heavy agency use and poor training for distressed residents hold it back."
Staff had not received appropriate training and did not have the skills necessary to ensure people's safety when they were upset or anxious... Staff did not have the skills necessary to ensure people's safety during periods of upset or distress. This was a breach of regulation 12.
Staff comments included, 'I love working with the guys', 'I don't need to do this job, I do it because I love it' and 'I would not work anywhere else, I love the [people here] too much'. Members of agency staff said, 'It is a good environment here. Really caring'.
The service was very short staffed as it currently employed less than 50% of staff required to meet people's needs. As a result, agency staff were used frequently to cover gaps in rotas.
The service's training matrix showed employed staff had received the training considered necessary by the provider with the exception of positive behaviour management training as detailed in the safe section of this report.
Permanent and agency staff told us they had been supported by the registered manager. Their comments included, 'We could not have done it without [the registered manager]', '[The registered manager] is lovely and is building a good team' and 'The registered manager is a good manager, really good'.
Relatives recognised that people's access to the community and activities had increased... comments included... 'swimming, walks and massages, they tried kayaking'... people were supported to access the community and participate in; community activity groups... open water swimming, power boating.
Less than half the shifts are covered by permanent staff, so lots of agency workers who don't always know the residents well.
The service employed less than 50% of the staff necessary to meet people's needs and agency staff often covered shifts to ensure people's safety... high level of agency staffing had impacted on the quality of support people received.
Staff aren't trained properly on handling upset or distressed residents, leading to some risky incidents.
Staff had not received the necessary training in positive behaviour management and did not have the skills to ensure people's safety when they were upset or distressed. This had exposed people to the risk of harm.
Only standard training with gaps in key specialist areas like positive behaviour support.
Staff had received most necessary training from the provider... with the exception of positive behaviour management training... Specific training in the safe use of restrictive practices had not been provided to all staff.
AI Generated
Last inspected: September 2023
Management Quality
Well-led: Requires improvement
Direct feedback from current and former employees

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