Compassion
Listen with empathy and respond to the person’s circumstances.
Safeguarding & quality assurance
Values-led support. Clear accountability. Continuous improvement.
We believe people should feel safe, respected and confident in the support they receive. Our approach brings together personalised planning, staff competence, safeguarding and management oversight.
Our leadership commitment
The CCREEDD Standard.
Championed by Mr. Jean Abortta-Kuleke, our CCREEDD values set expectations for how we support people, lead our teams and review quality.
Candour
Be open, accountable and clear about responsibilities.
Respect
Uphold choice, privacy, dignity and meaningful involvement.
Equality
Recognise and address barriers to access and participation.
Excellence
Review practice and outcomes to pursue high standards.
Dedication
Follow through on agreed actions, concerns and improvements.
Diversity
Recognise the individual, their identity, experience and preferences.
Safeguarding in everyday practice
Independence supported by proportionate safeguards.
We take concerns about abuse, neglect, exploitation and avoidable harm seriously.
Staff are expected to recognise concerns, record relevant information and escalate promptly through the appropriate safeguarding routes. We listen to the adult’s wishes, consider relevant risks and involve appropriate professionals or services where necessary.
Safeguarding is considered throughout assessment, support planning and review. Our aim is to support independence while respecting the person’s choices and dignity.
Confidence in our people
Professional standards from recruitment through to ongoing learning.
Our recruitment approach includes identity, right-to-work, reference, appropriate DBS and role-suitability checks.
Induction, mandatory and role-specific training, competency assessments, supervision and ongoing development support staff to work within their responsibilities. Staff must understand the limits of their role and when to seek advice or escalate a concern.
Safer recruitment
Role-specific learning
Competency assessment
Ongoing supervision
How we review quality
Learning from experience, checking what matters and following through.
Support reviews
We consider changing needs, individual goals and the person’s experience of support.
Audits and checks
We assess records, agreed processes and areas requiring attention.
Training and competence
We identify workforce development needs through training and competency reviews.
Feedback and suggestions
We use people’s views, concerns and compliments to inform service improvements.
Incident learning
We review incidents to support learning and appropriate corrective action.
Management follow-up
We check that agreed improvements are completed, owned and reviewed.
Your voice matters
Share your experience, suggest an improvement or tell us when something is wrong.
We welcome feedback from people receiving support, families, representatives, professionals and community partners.
Raise a concern or complaint
Tell us if you are unhappy with our service, worried about safety or concerned about how support is being provided. You do not need to describe it as a formal complaint for us to take it seriously.
Raise a concernShare a comment or compliment
Tell us about your experience, recognise a team member or let us know what has worked well.
Share feedbackMake a suggestion
Share an idea that could improve our support, communication, accessibility or the way we work.
Make a suggestionWhat happens when you raise a concern?
A clear process, with appropriate support and follow-through.
These are our service response targets. Where a commissioned or statutory complaints process has different requirements, we will explain the arrangements that apply.
Tell us what happened
Explain what happened, when, how it affected you and what you would like us to do. A written complaint or special form is not required.
We acknowledge your complaint
We aim to acknowledge complaints within three working days, confirm the issues and explain the next steps.
We investigate
We review the relevant information and speak with people involved where appropriate. Immediate safety concerns are addressed promptly.
We explain the outcome
We aim to provide a full response within 20 working days, explaining findings, remedies or improvements and review options.
You can request a review
If you remain dissatisfied, tell us which findings or aspects you would like reviewed. We consider requests fairly and arrange independent review where needed.
Urgent safety concerns
Our website and feedback form are not emergency services. If someone is in immediate danger, call 999. For an urgent adult safeguarding concern, contact the relevant local authority adult safeguarding service.