Inspection on 29/11/05 for 3 Lenham Road

This inspection was carried out on 29th November 2005.

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 no outstanding requirements from the previous inspection report, but made 5 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

3 Lenham Road 29/05/08

3 Lenham Road 31/10/06

3 Lenham Road 04/07/05

3 Lenham Road 15/03/05

3 Lenham Road 10/06/04

Similar services:

Thorndene

Insight - Eastchurch

Southfields

Magenta

Seabourne House

33 St John`s Church Road

Dovedale Court

Lyncol House

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

CARE HOME ADULTS 18-65 3 Lenham Road 3 Lenham Road Headcorn Ashford Kent TN27 9TU Lead Inspector Lynnette Gajjar Unannounced Inspection 29th November 2005 09:50 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 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 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 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 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. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service 3 Lenham Road Address 3 Lenham Road Headcorn Ashford Kent TN27 9TU 01622 891067 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) MCCH Society Limited Vacant Care Home 3 Category(ies) of Learning disability (3) registration, with number of places 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 4th July 2005 Brief Description of the Service: 3, Lenham Road is on of a group of small care homes managed by MCCH Society Ltd. The home provides 24-hour residential care for three adults aged 18-65 years with a learning disability. The house is located within near the Headcorn village that has major shopping and banking amenities. The accommodation is provided over two floors, with three single bedrooms occupied by service users on the first floor. There is no lift to the first floor requiring tenants to be able to manage stairs. There is a shared bathroom and WC on this floor. The staff sleep in room is located on the ground floor adjacent to the entrance hall. The ground floor also has a WC and walk in shower room, lounge, dining room and kitchen. The home has a small garden and off road parking for one car. There is ample parking without restriction on nearby roads. The staff roster allows for one staff member on a sleep over duty, with 2 to three staff during the day working structure and flexi shifts. The home has no ancillary staff employed to undertake catering and domestic duties. With the homes usual routine being for all staff and service users to undertake these tasks. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This was an unannounced inspection, the second in the year running from April 1st 2005 to March 31st 2006. The visit lasted from 9:50 am until 14:25 pm. The home currently has two service users in residence who have lived together for over 14 years. The home is currently running with one vacancy. The visit was spent talking directly with one-service users privately and collectively with the two care staff and newly appointed manager. A service user had left for the day to attend their day service and returning home to their parent s for an over night stay. Due to the nature of the service, it is difficult to reliably incorporate accurate reflections of the service users. Some judgements about quality of life and choices were taken from direct conversation with service users and observation followed by discussion with care staff and evidencing records held at the home. Time was spent reviewing care plans and other associated documentation. A tour of the premises was undertaken. Following a review of managers for MCCH locally, internal transfers have taken place since the last inspection. Due to this the acting manager has moved to another home earlier this month and a new manager transferred to the home from 21st November. Due to unforeseen circumstances, this will have been the fifth manager over two years. This has also bee the case for the senior support workers posts. The current manager wishes this arrangement to remain stable for the benefit of the service users and staff team. What the service does well: 3 Lenham Road provides a welcoming, homely, bright and airy environment. Personal health care needs are well supported. Service users are encouraged to maintain regular contact with external agencies and professionals to managed their health care and personal preferences. Service users are supported to maintain regular activities and social events at a pace comfortable to them. The home has recently benefited from a more stable staff team. Staff know the individuals well and communicate effectively with them. Continued good relationships and contact is maintained with service users and their family. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 6 What has improved since the last inspection? What they could do better: Staff would feel more confident in the support they provide for service users through specialist input and guidance in the effective management of current behaviours being experienced. Service users would benefit from very clear guidelines for all PRN medication to ensure safe and consistent administration by staff. Personal aspirations, friendships and compatibility to continue sharing the home should be discussed and monitored with the service users and advocates on a regular basis to ensure that it is meeting their individual needs. Through the refurbishment and repair to the kitchen units and work surfaces and deep cleaning, service users would be guaranteed a safe food preparation area. Service users and staff would benefit from regular internal audits / monitoring by the manager of records held in the home. Through monthly regulation 26 visits, better monitoring and quality assurance of the service will be achieved. Following so many changes in the management of the home, undertaking a formal quality assurance of the services provided to families, professionals and service users in the home will enable the new manager to assess the impact this may have had and appropriate action to take for future planning of the service. Service users and staff would feel more supported and secure by having a permanent manager in post. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 7 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. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 9 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1 Information is available to enable individuals to make an informed choice about living at 3 Lenham Road. EVIDENCE: Both service users have lived at the home for a number of years. As identified in the last inspection since the departure of a fellow resident last year, the current group living relationships have become strained due to changing dynamics of those living here. Staff continue to support them through this, expressing that there have been some improvements and joining in some outings and activities together. There are no plans for anyone to imminently ‘move on’. This is an area staff and the manager should explore further through service user reviews of their personal aims and aspirations. The service user guide as been reviewed is evolving using photographs and simple wording and object referencing. . 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6,7,8,9,10 The health, social and personal care needs of service users are encouraged offering regular contact with specialists and external professionals. Service users are treated with genuine respect and dignity by support staff. EVIDENCE: Through discussion with a service users and sharing of their current care plan, it is clear that service users are given full support and encouragement to maintain personal contact with health and social care professionals, to maintain good standards of health and social care. Guidelines and risk assessments would be better stored together to enable new staff to access information that is most important. Daily diaries were discussed with some very good entries that really gave the reader a good understanding of how the day had gone for the service user, how they felt, what they had done and needed help with. Records seen had some minor gaps in recording and an area easily addressed by staff and picked up by regular monitoring and auditing of records by the manager. In house reviews have taken place for both service users in August and September. It was noted that no reference to compatibility or 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 11 relationships with fellow housemates was recorded or proposed support /action being offered. The service user talked fondly and with familiarity to care staff on duty today. Records are stored securely and service users do not allow these to be share with others without their personal agreement. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 11,12,13,15, Community links are good and personal relationships and activities outside of the home are encouraged and maintained at the individual’s choice. EVIDENCE: Service users are able and encouraged to follow hobbies and interests of their own choosing and the staff knows individual personal preferences. Care records reflect that a steady, though flexible routine occurs on a day - to -day basis and those in the home feel safe with this. Outings happen daily both planned structured sessions at local day centres, adult education as wells as more leisure opportunities such as the local pub as a particular favourite and having ‘lunch out’. Watching personal videos, TV, colouring, looking through magazines and other in house activities continue to be offered and are clearly enjoyed. A service user was attending the local adult day centre and the other was supported to go to do their banking and then lunch out. A service user continues to have very regular contact with their direct and extended family through home visits and was going to stay over night today. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 13 The other service user has contact with their direct family through structured supervised visits with staff two/three times a year. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. 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. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18,19,20 Intimate and personal care needs are attended to in a dignified manner and the physical and emotional health of individuals is promoted. Safe medication practices are followed but will be further enhanced through separate PRN guidelines EVIDENCE: Staff are clearly aware as to the type and nature of the support required for individual’s personal and intimate care needs. Every effort is made to maintain privacy and dignity when people are being supported with bathing, washing and dressing. Due to behaviours being experienced additional assessments, guidance would ensure confidence that the care and guidance promoted is being managed appropriately. Following review with the psychiatrist it was recommended that a referral be made to the psychologist. The records did not evidence whether this has been done and the manager will discuss with staff. Medication was overall managed well and will offer consistent approaches by staff in having written guidelines for all PRN medication not just Diazepam Stesolid. This would ensure consistent safe administration within clear set triggers and action to be taken. Photographs were inserted to the MAR sheet sections during this visit. Due to staff changes signatory lists need reviewing. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 15 A few minor gaps were identified but easily addressed by staff and the manager. Satisfactory alternative arrangements have been implemented for medication being transported to and from day services. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 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 Systems are in place to enable those living and those visiting the home to raise concerns or complaints with staff and people they trust. EVIDENCE: The home has a clear complaint procedure. Due to the nature of the service and those living here, using this system is limited. It is evident they would be heavily reliant on a relative/ advocate/staff to identify concerns and raise them on their behalf. Staff who have been spoken with over a number of visits continue to evidence a good understanding of how to protect and prevent abuse, including reporting under local procedures. There are no current adult protection alerts relating to this home. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 24,25,27,28,30 Service users live in a warm, safe, clean home and garden, which will be enhanced further with deep clean and repairs to the kitchen and laundry facilities. EVIDENCE: The home continues to be presented to good standard with a homely atmosphere. Service users are encouraged to undertake daily chores and cleaning within their agreed activity plan. Staff are required to completed tasks. The bathroom on the first floor has been repaired and improved infection control, however the use of communal non-slip mats in and out of the bath should be risk assessed and appropriate action implemented. The ground floor has an adapted shower room that is not used by current service users. The laundry cupboard continues to require attention to the walls due to ongoing flaking paint. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 18 The kitchen is in need of a deep clean with high fat stains and debris on the walls, tiles and extractor fan. As well as repairs to broken drawers, cracked tiles and chipped work surfaces to maintain safe basic food hygiene standards. The garden is well maintained. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 33,35,36 A committed, and motivated staff team supports Service users. EVIDENCE: The home has experienced senior staff transfers since the last inspection. The home has a whole time equivalent staffing level of 5 carers, senior carer and manager. The home is currently running wit a part time vacancy and senior support worker on sick leave. Existing staff or regular casul bank staff covers these hours. Due to the vacant bedroom this is not having an impact on current staffing ratios. Staff today presented as confident and approachable in their roles. Their commitment to the ensuring the safety and independence of service users was very evident in the manner, support seen during the visit. Good team working, communication and direct respect for each other was observed today. Regular one to one supervision is taking place the acting manager, with written records indicating all staff will receive at least 6 within 12 months. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 20 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. 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 home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37,39,42 Service users and staff are to benefit from the stability and security of a permanent manager to the home promoting a safe service and home. EVIDENCE: 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 22 Following two years of changing managers (5 in all). The home has had a short period of time where an acting manager has been in post and made effective changes to the motivation and direction of care staff. Due to internal management transfers, they have moved to anther home over the past few weeks. A new permanent manager has been transferred and been at the home since 21st November 2005. Due to the changes staff, senior carer and manager are currently building on relationships and maintaining good open dialogue with each other to maintain and develop the services provided. Application to register, as manager must be submitted to the commission immediately for processing. Regular team meetings and service user meetings are held to plan and discuss the running of the home. Christmas arrangements are high on the agenda at present. The commission has only received one regulation 26 visit report for June 2005. Discussion with the service manager has taken place due to this being an ongoing failure to complete. Environmental and fire risk assessments are in place. Weekly walking routes records are undertaken it monitors and report maintenance and health and safety issues for action. Regular servicing of equipment in the home is undertaken as required. Incidents, which affect the well being of service users, are recorded, with what action was taken. All recent incidents have been reported to Commission for Social Care Inspection (Kent and Medway) as required by regulation 37. 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 23 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. 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 CONCERNS AND COMPLAINTS Standard No 1 2 3 4 5 Score 3 X X X X Standard No 22 23 Score 3 3 ENVIRONMENT INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score 2 3 3 2 3 Standard No 24 25 26 27 28 29 30 STAFFING Score 2 3 X 3 3 X 1 LIFESTYLES Standard No Score 11 3 12 3 13 3 14 X 15 4 16 X 17 Standard No 31 32 33 34 35 36 Score X X 3 X 3 3 CONDUCT AND MANAGEMENT OF THE HOME X PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 3 Lenham Road Score 3 2 2 X Standard No 37 38 39 40 41 42 43 Score 2 X 2 X X 2 X DS0000024086.V261851.R01.S.doc Version 5.0 Page 24 NO Are there any outstanding requirements from the last inspection? 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 YA6 Regulation 15(1) Requirement All service users care plans must set out in detail the action which needs to be taken by staff to ensure that all aspects of the health, personal and social care needs of the service user are met. (Ongoing work was evident today to working toward achieving this.) The registered person shall having regard to the number and needs of the Service Users ensure that all parts of the home are kept clean and reasonably decorated, By sanding down and repainting the flaking paint in the small laundry area. (Outstanding from the last two inspections) By deep cleaning the kitchen and ensuring safe food hygiene standards are met. 3 YA24 23(2)(b) The registered person shall DS0000024086.V261851.R01.S.doc Timescale for action 31/12/05 2 YA30 23(2)(d) 31/12/05 31/12/05 Version 5.0 Page 25 3 Lenham Road 4 YA37 5 YA39 having regard to the number and needs of service users ensure that premises uses are kept in good state of repair internally, by replacing cracked tiles, broken drawers, chipped work surfaces in the kitchen 8&9 The manager must submit their application to the commission for procesing to be registered as manager under the Care Standards Act 2000. 26 The registered provider must (1)(3)(4)(5) undertake a monthly visit to the home that will be recorded and a copy of the report sent to the Commission for Social Care Inspection. (The commission has only received one copy for June 2005.) This is an ongoing failure to comply. Failuire to commence these visits through December 2005 will lead to enforcement action. 31/12/05 31/12/05 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 Refer to Good Practice Recommendations Standard YA2YA6YA19 It is strongly recommended that individual aspirations and goals be reviewed to reassess the appropriateness of the current living arrangements and compatibility of those living at the home through their person centre planning meetings. YA5 The statement of terms and conditions should be reviewed to ensure compliance with the National Minimum Standards. (not assessed on this occasion) YA6 Risk assessments and care plans continue to develop (in DS0000024086.V261851.R01.S.doc Version 5.0 Page 26 2 3 3 Lenham Road an easy to complete and read format) to allow new opportunities whilst maintaining personal and individual safety Goals and aspirations are service user led and individual to their social interests as well as maintaining independence. It was recommended that residents’ daily diary’s should be written in more detail of the care and support given There is good progress being made with recommendation and the commission acknowledges the work commited so far by the acting manager and staff. It is strongly recommended that the manager gains access to information stated in a service users guidelines regarding supervised visits with family members. It is strongly recommended that psychologist and learning disability nursing/behavioural care is accessed and supervised as specified in individual care plans, monitored, recorded and regularly reviewed. It is strongly recommended that clear guidelines of administration should be written for individual PRN medication to include triggers ad indicators to follow ensuring consistent administration by staff. It is strongly recommended that contact be made with kent and Medway Health Protection Nurse Specialist for a advice on infection control management in the home and recommended advice pertaining to bathrooms and laundry areas. It is recommended that staffing rosters include the all staff member’s full name and position held. It is strongly recommended that formal surveys are undertaken regularly with other persons involved with individuals, such as visiting professionals, families and visitors to seek views and listen to issues advocated on behalf of the current services users rather than relying in the yearly formal review process 4 5 YA15YA23 YA18 6 YA20 7 YA30 8 9 YA33 YA39 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 27 Commission for Social Care Inspection Maidstone Local Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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 3 Lenham Road DS0000024086.V261851.R01.S.doc Version 5.0 Page 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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