Inspection on 19/01/06 for 295 Long Lane

This inspection was carried out on 19th January 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector found there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 2 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

295 Long Lane 11/11/08

295 Long Lane 20/06/07

295 Long Lane 21/06/06

295 Long Lane 01/02/05

295 Long Lane 27/07/04

295 Long Lane 13/02/04

Similar services:

Coopers Mill Ltd

Bramley Avenue (73)

Paradise Lodge

Grangewood

Upaya Ananda

Newton Court (1-2)

Kings Lane (32)

Pemdale

Extracts from inspection reports are licensed from CQC, this page was updated on 08/07/2008.

CARE HOME MIXED CATEGORY MAJORITY ADULTS 18-65 Long Lane (295) 295 Long Lane Grays Essex RM16 2QD Lead Inspector Claire Brookes - Nandara Unannounced Inspection 11:10 19 January 2006 th Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People and Care Homes for Adults 18 – 65*. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Long Lane (295) Address 295 Long Lane Grays Essex RM16 2QD 01375 387952 Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mosaic Essex Mr Jon Fuller Care Home 4 Category(ies) of Learning disability (4) registration, with number of places Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 26th July 2005 Brief Description of the Service: The home is situated in a large residential area. It is a converted bungalow, with a well maintained garden, that includes a sensory area. It is close to local amenities in the town of Grays, and is a short journey away from the A13 / M25 and Lakeside Shopping Centre, Thurrock. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection took place during an afternoon in January. On the inspectors arrival there was one member of staff on site, who was later joined by two more support workers and the homes’ manager. The inspection included a tour of the entire building and conversations with staff. What the service does well: What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 6 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home Individual Needs and Choices Lifestyle Personal and Healthcare Support Concerns, Complaints and Protection Environment Staffing Conduct of Management of the Home Scoring of Outcomes Statutory Requirements Identified During the Inspection Adults 18 – 65 (Standards 1–5) (Standards 6-10) (Standards 11–17) (Standards 18-21) (Standards 22–23) (Standards 24–30) (Standards 31–36) (Standards 37-43) Older People (Standards 1–5) (Standards 7, 14, 33 & 37) (Standards 10, 12, 13 & 15) (Standards 8-11) (Standards 16-18 & 35) (Standards 19-26) (Standards 27-30 & 36) (Standards 31-34, 37 & 38) Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 7 Choice of Home The intended outcomes for Standards 1 – 5 (Adults 18 – 65) and Standards 1 – 5 (Older People) are: 1. 2. 3. Prospective service users have the information they need to make an informed choice about where to live. (OP NMS 1) Prospective users’ individual aspirations and needs are assessed. No service user moves into the home without having been assured that these will be met. (OP NMS 3) Prospective service users’ know that the home that they choose will meet their needs and aspirations. Service Users and their representatives know that the home they enter will meet their needs. (OP NMS 4) Prospective service users’ have an opportunity to visit and “test drive” the home. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. (OP NMS 5) Each service user has an individual written contract or statement of terms and conditions with the home. Each service user has a written contract/statement of terms and conditions with the home. (OP NMS 2) 4. 5. The Commission considers Standard 2 (Adults 18-65) and Standards 3 and 6 (Older People) the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 2&5 The residents’ needs and aspirations are valued, and the home assesses these in a very effective way. The residents do not all have verbal communication skills, so staff have developed close and trusting relationships with them in order to properly assess their needs. The residents’ contracts / tenancy agreements need to be reviewed and updated. EVIDENCE: Before a prospective resident moves in, they are offered a series of social visits to the home where by they can meet the other residents and staff. Their relatives / representatives are invited along to talk to staff about any queries or concerns that they may have. An assessment of their abilities, along with any necessary risk assessments are made to ensure that the service can cater Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 8 for the persons particular needs. Other needs such as special dietary requirements or support needed for mobilising are also carefully considered. The support plans list the residents’ individual abilities and needs. These are assessed and reviewed on a monthly basis. The home sets aims and objectives, which are designed for the staff to support the residents’ in their everyday lives. Resident likes and dislikes are documented in detail. The individual support plans also document the residents’ progress towards achieving their goals, and any positive changes that occur in their lives as a result. The residents each have a contract held in their care plan with an accompanying booklet entitled “Understanding Your Tenancy”. This is in a pictorial format, which is easy to follow. However the information presented in this booklet is not entirely accurate to the service provided by the home, and some terms and conditions within the residents’ contracts are now out-of-date. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 9 Individual Needs and Choices The intended outcomes for Standards 6-10 (Adults 18-65) and Standards 7, 14, 33 & 37 (Older People) are: 6. Service users know their assessed and changing needs and personal goals are reflected in their Individual Plan. The Service Users health, personal and social care needs are set out in an individual plan of care. (OP NMS 7) Service users make decisions about their lives with assistance as needed. Service Users are helped to exercise choice and control over their lives. (OP NMS 14) Service users are consulted on, and participate in, all aspects of life at the home. The home is run in the best interests of service users. (OP NMS 33) Service users are supported to take risks as part of an independent lifestyle. The service users health, personal and social care needs are set out in an individual plan of care. (OP NMS 7) Service users know that the information about them is handled appropriately and that their confidences are kept. Service Users rights and best interests are safeguarded by the home’s record keeping, policies and procedures. (OP NMS 37) 7. 8. 9. 10. The Commission considers Standards 6, 7 and 9 (Adults 18-65) and Standards 7, 14, and 33 (Older People) the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 & 9 The home takes great care to ensure that the residents know their assessed and changing needs are reflected in their support plan. The residents are supported to make decisions about all aspects of their lives, and risk assessments are put in place where necessary, to help support the residents’ independence. EVIDENCE: The residents have a series of Care Needs Assessments. Each assessment consists of an aim, a goal for the individual, details of any support required, how staff will enable the resident to achieve their goal and a date for which the assessment should be reviewed. Reviews for each of the residents’ needs assessments happen on a monthly basis, where it can be decided whether the need has changed, been met, or whether continued support is required. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 10 Along with the Care Needs Assessments, residents are also encouraged to be as independent as possible with support from the staff. Each day, the residents are given the opportunity to make decisions within their daily routines. For example, the residents are offered a series of choices, which the staff can facilitate. E.g, would they like a bath or shower when they get up in the morning? What would they prefer to eat for dinner? The residents at this home are supported to take risks, in order for them to maintain an independent lifestyle. The home has Risk Assessments documented for each resident - for any potentially hazardous activity that they may undertake during their daily routines. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 (Adults 18-65) and Standards 10, 12, 13 & 15 (Older People) are: 11. Service users have opportunities for personal development. Service Users find the lifestyle experienced in the home matches their expectations and preferences and satisfies their social, cultural, religious and recreational interests and needs. (OP NMS 12) Service users are able to take part in age, peer and culturally appropriate activities. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. (OP NMS 12) Service users are part of the local community. Service users maintain contact with family/ friends/ representatives and the local community as they wish. (OP NMS 13) Service users engage in appropriate leisure activities. Service users find the lifestyle experienced in the home matches their expectations and preferences and satisfies their social, cultural, religious and recreational interests and needs. (OP NMS 12) Service users have appropriate personal, family and sexual relationships and maintain contact with family/friends/representatives and the local community as they wish. (OP NMS 13) Service users’ rights are respected and responsibilities recognised in their daily lives. Service users feel they are treated with respect and their right to privacy is upheld. (OP NMS 10) Service users are offered a (wholesome appealing balanced) healthy diet and enjoy their meals and mealtimes. Service users receive a wholesome appeaing balanced diet in pleasing surroundings at times convenient to them. (OP NMS 15) 12. 13. 14. 15. 16. 17. The Commission considers standards 12, 13, 15, 16 and 17 (Adults 1865) and Standards 10, 12, 13 and 15 (Older People) the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 & 17 The home offers its residents’ a wide variety of activities. The residents are offered a good range of varied wholesome and healthy meals. The home needs to record the residents’ daily food intake in more detail. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 12 EVIDENCE: The residents’ each have an “Annual Diary” kept in their care plan, which lists all of the activities that the individual has participated in. Individual preference is taken into account when the staff plan activities. The residents are invited to evening meals and parties with their friends at other local homes. They attend appointments in the community, as well as visiting the local shopping centre and other places of interest such as near by country parks and the seaside. The relatives and friends of the residents are encouraged to visit the home as where ever possible. Seating is provided in the residents’ rooms and quiet space is made available as necessary for any guests who may visit. Staff will also facilitate family contact outside of the home should it be requested. The care plan has a list of each individual’s “Weekly Opportunities”, which is a daily record of the residents’ every day activities inside and outside of the home. Onsite activities such as cookery, listening to music or enjoying time in the garden are also available. The residents’ weekly menus offer a choice of meals and meal alternatives, which are nutritionally balanced and healthy. Menus are planned six weeks in advance to ensure good organisation. Food intake is currently recorded on menu sheets, but is too brief, and lacks sufficient details of what the residents are consuming at each mealtime. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 – 21 (Adults 18-65) and Standards 8 – 11 (Older People) are: 18. 19. 20. Service users receive personal support in the way they prefer and require. Service users feel they are treated with respect and their right to privacy is upheld. (OP NMS 10) Service users’ physical and emotional health needs are met. Service users’ health care needs are fully met. (OP NMS 8) Service users retain, administer and control their own medication where appropriate and are protected by the home’s policies and procedures for dealing with medicines. Service users, where appropriate, are responsible for their own medication and are protected by the home’s policies and procedures for dealing with medicines. (OP NMS 9) The ageing, illness and death of a service user are handled with respect and as the individual would wish. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. (OP NMS 11) 21. The Commission considers Standards 18, 19 and 20 (Adults 18-65) and Standards 8, 9 and 10 (Older People) the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18 & 19 The residents’ all receive good quality care, and the home always aims to meet the residents’ physical and emotional needs. EVIDENCE: There are currently two male and two female residents in the home, cared for by a mixed staff team. The residents are all encouraged to be as independent as possible with their personal care, whilst being supported by staff. Staff work closely with the residents in order to meet their physical and emotional needs. Key workers review the residents’ progress within the home on a monthly basis; a person-centred approach is used. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 14 Concerns, Complaints and Protection The intended outcomes for Standards 22-23 (Adults 18-65) and Standards 16-18 & 35 (Older People) are: 22. 23. Service users feel their views are listened to and acted on. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted on. (OP NMS 16) Service users’ are protected from abuse, neglect and self-harm. Service users legal rights are protected. (OP NMS 17) Also Service users are protected from abuse. (OP NMS 18) Also Service users financial interests are safeguarded. (OP NMS 35) The Commission considers Standards 22-23 (Adults 18-65) and Standards 16-18 and 35 (Older People) the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22 & 23 The home has clear guidance for staff contained within its protection and complaints policies and procedures, along with details of how to contact the Commission for Social Care Inspection. The home has it’s own complaints book, which is designed in a suitable format. EVIDENCE: All staff have read the homes’ abuse guidance policy and protection guidelines. The manager has had training for Protection of Vulnerable Adults, and all staff attend Adult Protection training on an annual basis. The homes’ protection policy, and complaints guidelines contain details of the CSCI and how to make contact if necessary. In addition the homes’ manager keeps an extensive list of twenty-seven relevant statutes to refer to in case of any concern. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 15 Environment The intended outcomes for Standards 24 – 30 (Adults 18-65) and Standards 19-26 (Older People) are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users live in a safe, well-maintained environment (OP NMS 19) Also Service users live in safe, comfortable surroundings. (OP NMS 25) Service users’ bedrooms suit their needs and lifestyles. Service users own rooms suit their needs. (OP NMS 23) Service users’ bedrooms promote their independence. Service users live in safe, comfortable bedrooms with their own possessions around them. (OP NMS 24) Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Service users have sufficient and suitable lavatories and washing facilities. (OP NMS 21) Shared spaces complement and supplement service users’ individual rooms. Service users have access to safe and comfortable indoor and outdoor communal facilities. (OP NMS 20) Service users have the specialist equipment they require to maximise their independence. Service users have the specialist equipment they require to maximise their independence. (OP NMS 22) The home is clean and hygienic. The home is clean, pleasant and hygienic. (OP NMS 26) The Commission considers Standards 24 and 30 (Adults 18-65) and Standards 19 and 26 (Older People) the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): These standards were not assessed on this occasion. EVIDENCE: Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 16 Staffing The intended outcomes for Standards 31 – 36 (Adults 18-65) and Standards 27 – 30 & 36 (Older People) are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported and protected by the home’s recruitment policy and practices. (OP NMS 29) Service users are supported by competent and qualified staff. Service users are in safe hands at all times. (OP NMS 28) Service users are supported by an effective staff team. Service users needs are met by the numbers and skill mix of staff. (OP NMS 27) Service users are supported and protected by the home’s recruitment policy and practices. Service users are supported and protected by the home’s recruitment policy and practices. (OP NMS 29) Service users’ individual and joint needs are met by appropriately trained staff. Staff are trained and competent to do their jobs. (OP NMS 30) Service users benefit from well supported and supervised staff. Staff are appropriately supervised. (OP NMS 36) The Commission considers Standards 32, 34 and 35 (Adults 18-65) and Standards 27, 28, 29 and 30 (Older People) the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 35 & 36 The home offers its staff a comprehensive training package and operates efficient recruitment practices. The home does not always have an effective system in place for evidencing the staffs’ training course attendance. Staff receive a good level of support and supervision within the home, and are encouraged to further their qualifications. EVIDENCE: The home has a comprehensive range of policies and procedures in place, which are updated on an annual basis. All staff members sign to confirm that they have read and understood these policies, and the home also offers its staff a wide range of mandatory and supplementary training courses Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 17 throughout the year. However there is not always evidence of staff having attended the training courses, or evidence of future review dates. Staff spoken to say that they enjoy their job, and feel very much supported within their role. The homes’ manager provides them with regular supervision on a monthly basis. The care provider (Mosaic Homes) offers all staff the opportunity to complete an NVQ level three qualification. One member of staff spoken to has been in the care industry for over twenty years, and with support has recently achieved the NVQ Level 3 qualification. She told the inspector: “I didn’t think I’d ever be able to do something like this … But I did it!” Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 18 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 (Adults 18-65) and Standards 31-34, 37 & 38 (Older People) are: 37. Service users benefit from a well run home. Service users live in a home which is run and managed by a person who is fit to be in charge of good character and able to discharge his or her responsibilities fully. (OP NMS 31) Service users benefit from the ethos, leadership and management approach of the home. Service users benefit from the ethos, leadership and management approach of the home. (OP NMS 32) Service users are confident their views underpin all self-monitoring, review and development by the home. The home is run in the best interests of service users. (OP NMS 33) Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users rights and best interests are safeguarded by the homes record keeping, policies and procedures. (OP NMS 37) Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. Service users rights and best interests are safeguarded by the homes record keeping policies and procedures. (OP NMS 37) The health, safety and welfare of service users are promoted and protected. The health, safety and welfare of service users and staff are promoted and protected. (OP NMS 38) Service users benefit from competent and accountable management of the service. Service users are safeguarded by the accounting and financial procedures of the home. (OP NMS 34) 38. 39. 40. 41. 42. 43. The Commission considers Standards 37, 39 and 42 (Adults 18-65) and Standards 31, 33, 35 and 38 (Older People) the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 42 COSHH materials were not always made safe. There are no risk assessments in place to protect the residents, whilst staff work alone in the home. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 19 EVIDENCE: On arrival to the home the inspector noted that the cupboards containing hazardous cleaning substances (COSHH materials) in the kitchen and utility area had been left unlocked and unattended. In addition to this the COSHH cupboard in the kitchen has a double door, with a lock on only one side – potentially allowing a person to reach across and access hazardous chemicals. During the course of the day members of staff are often left alone in the home with two or three of the residents, whilst another staff member takes the other/s out for an activity or to an appointment. The residents all have severe learning disabilities and do not have very many verbal skills. One male resident in particular is very physically active and needs to be supervised most of the time to prevent him from inadvertently injuring himself, the other residents or the homes’ property. Potentially hazardous areas within the home such as the kitchen and toilets are currently left unlocked. There are no risk assessments in place for lone workers within the home, who may not be able to protect all of the residents from harm whilst they work on a single staff member basis. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 20 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. Where there is no score against a standard it has not been looked at during this inspection. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 X 2 3 3 X 4 X 5 2 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 X 25 X 26 X 27 X 28 X 29 X 30 X STAFFING Standard No Score 31 X 32 3 33 X 34 X 35 3 36 3 CONDUCT AND MANAGEMENT Standard No Score 37 X 38 X 39 X 40 X 41 X 42 2 43 x 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND 3HEALTHCARE SUPPORT Standard No 18 19 20 21 Long Lane (295) Score 3 3 X X DS0000018100.V278875.R01.S.doc Version 5.1 Page 21 Are there any outstanding requirements from the last inspection? Yes STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard YA42 Regulation 13(4)(a) Requirement The registered person must comply with the COSHH Regulations 1999 and ensure that hazardous substances are securely locked away. The registered person must keep an accurate up-to-date record of the care home’s charges to service users. Timescale for action 19/04/06 2 YA5 17(2) Sch 4 19/04/06 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 2 Refer to Standard YA17 YA35 Good Practice Recommendations It is recommended that the resident’s daily food intake be noted in more clear detail, for health monitoring purposes. It is recommended that the staff training records be kept up-to-date, and contain clear evidence of courses attended and there scheduled review date. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 22 Commission for Social Care Inspection South Essex Local Office Kingswood House Baxter Avenue Southend on Sea Essex SS2 6BG National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI. Long Lane (295) DS0000018100.V278875.R01.S.doc Version 5.1 Page 23 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!