Highlea Care Limited

“Date of Assessment: 18 September to 7 November 2025. The service is a supported living service providing support to adults of all ages living with learning disabilities, physical disabilities and mental health conditions. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.”

“Staffing levels were monitored but were sometimes not enough to cover people’s support needs in a timely manner. The provider was taking action to try and improve this. Managers made sure staff received training, though in some cases appraisals had not been carried out in line with the provider’s policy. People’s support needs and choices were assessed, though this was not always done consistently. Relatives and those of importance to people told us they were not consistently involved in care reviews. Staff gave us mixed feedback on how their wellbeing was supported, which the provider was taking action to address. Care plans contained personalised information on people’s communication, personal and health needs. However, people were not always supported to set and review their plans for the future so they were in control of their own lives. Staff generally provided information people could understand, but plans were not always in place to support people in this area. People were involved in planning their care and understood options around choosing to withdraw or not receive care, but this was not always recorded in their support plans. The provider and registered manager carried out a range of checks to monitor and improve standards, but these had not always identified or addressed the above issues. Staff gave us mixed feedback on freedom to speak up, and the culture and the leadership of the service. These issues had also been identified in the provider’s own staff surveys. Relatives and those close to people were not always aware of who the leaders of the service were or who to contact to raise issues.”