08/05/2026
Service Summary
Registered Manager Qualifications
The registered manager of the service holds a BSc (Hons) in Health and Social Care Management and has successfully completed Level 4 training. At present, there is no requirement for the manager to advance to Level 5 training.
Compliments and Complaints
A robust and structured system is in place for monitoring compliments and complaints. This framework allows for effective tracking of all feedback received from clients and representatives, ensuring that every compliment and complaint is addressed promptly and appropriately. Such an approach supports ongoing service improvement and maintains high standards of client satisfaction.
Recruitment Process
There is a recognized delay between the initial staff interview and the subsequent client interview stages. This delay has impacted the availability of representatives and led to increased wait times for clients. Addressing these delays would contribute to a more efficient recruitment process and improved service delivery.
Community Engagement and Recruitment Outcomes
During the reporting period, the team organized and delivered eight community events, which fostered active participation from both representatives and clients. Interest in representative roles was notably high, with 102 applications submitted. Out of these, 78 applicants progressed through the pre-screening stage. However, 54 candidates did not attend their scheduled interviews, and an additional eight candidates did not advance to the client interview stage. The primary reasons for these drop-offs were extended waiting times for DBS checks and a lack of available full-time positions.
Staff Onboarding and Retention
Within the reporting period, a total of 17 staff members were onboarded to the service. At the end of the period, two staff members had been employed for more than 12 months, and four additional staff members had been in post for over six months, reflecting the retention rates within the team.
Client Onboarding and Service Activity
Over the last 12 months, 15 clients were onboarded to the service. During this time, three clients accessed respite support, and two clients transitioned to nursing care. By the close of the reporting period, three clients had been receiving support from the service for more than 12 months, indicating ongoing client engagement and sustained service provision.
Compliance and Workforce Development
The service has maintained a strong emphasis on workforce compliance and professional development throughout the reporting period. All staff members successfully completed mandatory online training as required by the organization. Additionally, 71% of staff hold dementia accreditation, supporting the delivery of safe, person-centered care for clients living with dementia.
