The Haven

The Haven is a residential care home situated in an adapted building, providing accommodation and personal care for up to 32 older people, including those living with dementia. At the time of our inspection, 30 people were living at the home. This report reflects a transitional period following the arrival of a new management team, who have quickly demonstrated a clear commitment to driving continuous improvement, addressing historical issues, and working collaboratively with residents, families, and external professionals to enhance the overall quality of support provided.

Looking at safety aspects, care plans and risk assessments were actively being reviewed and updated with input from families, though some older records still needed complete embedding into daily routines. Certain PRN medicine protocols required more detailed guidance, and some furniture such as wardrobes needed securing to walls, which staff resolved immediately upon inspection. Environmental checks were properly conducted, and recruitment procedures were robust. While some areas of the building showed wear and tear that made complete infection control difficult, a substantial property refurbishment was already underway.

The home effectively promoted people's independence and legal rights in line with mental capacity legislation. Staff ensured residents were involved in daily choices, and appropriate legal authorizations for care restrictions were managed correctly, though some formal assessments were awaiting local authority updates.

Feedback from residents and their relatives consistently highlighted a genuinely kind, approachable, and supportive staff team. Families described caregivers as sincerely caring, noting that staff built warm, meaningful relationships with individuals and successfully made them feel happy and valued in their daily lives.

Care delivery was personalized and responsive to individual needs. Residents and their families were actively involved in consultations and ongoing home improvements, such as choosing new flooring for the ongoing interior renovations. Visitors were welcomed warmly, and activities were organized to keep residents socially engaged.

Leadership at the home was structured and forward-thinking, driven by a newly established management team focused on open communication and high standards. Governance systems and regular audits were actively used to monitor quality, and the leadership welcomed feedback promptly, though inspectors recommended creating a formal service development plan to track long-term goals.