People using the service at Housing 21 - Warrington confirmed that they were treated with respect and their dignity was maintained. People also told us that they were generally satisfied with the standard of care provided and were of the opinion that staff understood their needs. For example, comments included: 'We have had senior staff call to do spot checks on the staff but we've never had a problem'; 'I've had other agencies in the past but these [Housing 21] are far the best they never let you down'; 'We've not been asked to sign a care plan but I always look at the care file and we have had a meeting with the agency and social services to review the care package, we've had no reason to complain' and 'Nothing can ever be perfect. We accept that. But basically the staff are pleasant and doing their best'.
Systems were in place to offer protection to the people who use the service from abuse and people spoken with confirmed that they felt safe and had no concerns regarding the agency.
No concerns, complaints or allegations were received from the people using the service during the visit. Comments received included: 'We have a file from the agency it has all the contact numbers I need and information about the agency and how to make a complaint'; 'We've only ever had one complaint and the manager dealt with this very quickly and changed the staff member for another person' and 'Everything's alright. We have good carers and have no complaints'.
People spoken with informed us that they had confidence in the staff that provided care and support and that their views had been sought periodically. For example, a relative reported: 'The staff always keep me up to date and always let me know if my mum needs any shopping or any repairs in the house, I find this a big help'. Likewise, a person receiving support from the agency stated: 'We have been asked recently to fill in a survey to ask what we think about the agency.'