- Homecare service
Eliot Gardens
Report from 27 August 2025 assessment
Contents
Ratings
Our view of the service
Date of assessment: 30 September to 7 November 2025.
The inspection was completed because the service did not have a rating. This was the first inspection following registration of a new provider.
Eliot Gardens, Little Lane and Meadow View Court were extra care housing facilities which supported people to live independently in their own apartment. Eliot Gardens was registered as the main location with CQC, whilst Little Lane and Meadow View Court were 2 associated satellite sites. Each site operated under the same registration and governance arrangements. The extra care schemes provided people with their own apartment within a secure community setting. The extra care schemes worked in partnership with landlords and operated a 24-hour emergency response system for people.
People were protected and kept safe. Staff understood and managed risks. The facilities and equipment met people’s needs, were clean and well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications and experience. Staff received training and regular supervisions. Staff managed medicines safely and involved people in planning any changes.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff carried out risk assessments and regularly reviewed these.
People were truly respected and valued as individuals. People’s wishes and choices were fully understood, and the provider made every effort to uphold these, so they could live their best lives as independently as possible. People described the staff as exceptionally kind, considerate and empathic. They received kind and compassionate care and staff always protected and respected people’s privacy and dignity.
People’s physical, mental and social needs were holistically assessed and met. Care and treatment were coordinated with involvement from other relevant organisations.
There was an inclusive, positive learning and improvement culture which was well established and was driving improvements in outcomes for people. Learning was shared and sought from partners. There were consistent examples of an inclusive, supportive, and collaborative leadership approach which had driven improvements in safety, sustainability, care integration and meeting people’s needs. Leaders recognised their role as drivers of a strong culture which was visible in practice. Governance and management systems enabled leaders to identify information about risks, performance and outcomes.
People's experience of this service
People consistently described the care they received across Eliot Gardens, Little Lane, and Meadow View Court as compassionate, respectful and tailored to their individual needs. Feedback from people, relatives and partner agencies reflected a service where kindness, dignity and person centred support were embedded in everyday practice.
People felt staff were caring and attentive, often going above what was expected to understand their preferences, personality and life history. Positive relationships were a recurring theme, with people saying they felt known, valued and listened to as individuals. Staff were observed interacting warmly and respectfully, taking time to build trust and rapport. People described staff as friendly, patient and supportive, and several expressed how the encouragement and emotional reassurance they received had helped them regain confidence, independence and social connections after periods of deterioration, hospitalisation or isolation.
Feedback highlighted consistently kind and considerate care. Staff showed genuine interest in people’s wellbeing, understood what mattered to them, and adapted their communication and approach sensitively in response to people’s needs, abilities and circumstances. Feedback described a culture in which people were empowered to make choices about their daily routines, appearance, activities and relationships. Examples included the provider supporting people to reconnect with hobbies, use technology to combat loneliness, or achieve personal goals such as re engaging with reading, attending the gym, or learning to make a cup of tea independently after a stroke.
Partners also noted respectful interactions and commented on staff’s compassion and professionalism. Staff and leaders were described as treating people with dignity and taking time to build meaningful, trusting relationships that supported positive outcomes.
People’s experiences were also shaped by a strong, visible and inclusive leadership culture. People and relatives consistently described managers as approachable, open and responsive. They felt confident concerns would be taken seriously and addressed with care. Staff echoed this, reporting high levels of satisfaction and describing leaders as supportive, knowledgeable and readily available. They felt empowered, valued and encouraged to speak openly, reflect on practice and contribute ideas for improvement. The provider’s vision and values were evident in the day to day running of the schemes. People benefitted from leaders who modelled the organisation’s ethos of empowerment, respect, collaboration and person centred care. There was a clear commitment to transparency and inclusion, with leaders actively fostering a culture where people, staff and partners were listened to and treated fairly. The strong focus on equality, diversity and human rights ensured that people experienced care which respected their identity, protected their rights and supported equity.
Partnership working was another strength influencing people’s experience. Professionals described communication as open, respectful and solution focused, with staff and leaders working collaboratively across services to support safe, holistic and person centred care. Overall, people’s experiences across the schemes reflected a caring, compassionate and well led service where people felt respected, valued and supported to live meaningful, independent and self directed lives.