The Care Quality Commission (CQC) has upgraded the rating of Avondale House, a mental health residential care service in Westgate-on-Sea, Kent, from good to outstanding following an inspection that finished in November 2025.
Avondale House, run by Avondalecare (Kent) Limited, is a care service which provides accommodation and support to people living with a mental health condition, autistic people or people with a learning disability. There were eight people living there during this inspection, which was carried out as part of CQC’s routine monitoring of adult social care services.
CQC has upgraded the ratings for caring, responsive, effective and well-led from good to outstanding and has re-rated how safe the service is as good.
Amy Jupp, CQC’s deputy director for the South East, said:
“When we inspected Avondale House, we found a home where people were exceptionally well cared for and treated as individuals, with their own rights and freedoms. Staff understood that everybody living at the service had the capacity to make decisions for themselves and empowered them to make choices about their own care and lives. During our visits, we saw people being supported to attend community events, such as a Halloween party to socialise with friends.
“Leaders had created a culture that promoted rehabilitation and recovery. Staff told us how they helped people to access support groups for alcohol and substance misuse. People we spoke with explained how they were no longer dependent on drugs or alcohol, could maintain healthy relationships, and were able to engage with the wider community.
“Some people living at Avondale could pose a risk to themselves during periods of mental ill health, but there was clear and detailed guidance for staff on how to respond to and communicate with people in crisis. This meant staff were able to protect people, and themselves, from harm.
“People living at Avondale and their relatives told us of life-changing impacts. One person described how a staff member supported them to attend a support group, giving them the confidence to do this independently. Relatives shared that they no longer worried constantly about their loved ones, and one person told us the service had worked wonders for their relative, who had previously been scared to go outside.
“These outcomes were made possible by a well-resourced team with strong professional relationships with people. Staff told us they had the resources and guidance from managers to help them understand individuals and how best to support them.
“Everyone working at Avondale House should be incredibly proud of the exceptional care they are providing. Other services should look to this report as an example of outstanding practice.”
Inspectors found:
- People living at Avondale House formed a strong community and held regular house meetings where they made suggestions and planned activities together. These meetings strengthened social bonds with peers and gave people greater control over where they lived.
- Staff worked closely with people to review their care plans, ensuring the plans reflected how people wanted to be treated and what they wanted to achieve in their lives at Avondale House. Staff and people then worked together to make this happen.
- Staff and leaders thoroughly investigated incidents to identify opportunities for improvement or to provide additional support. For example, after several alcohol-related incidents, staff helped someone to attend a local support group, and the person is now sober.
- Staff closely monitored people’s medicines to ensure they effectively managed mental and physical health needs and proactively arranged medication reviews with health services when needed.
- Partner organisations spoke highly of the positive relationships they developed with staff at Avondale House. One stakeholder said they felt confident that anyone moving there would be in safe and caring hands.
- Leaders actively promoted and supported staff wellbeing, enabling staff to deliver person-centred care. Without exception, staff spoke positively about the support they received.