Inspection on 01/06/06 for 43 Wellington Terrace

This inspection was carried out on 1st June 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Good. 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 made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

43 Wellington Terrace 22/12/08

43 Wellington Terrace 07/02/06

43 Wellington Terrace 02/08/05

43 Wellington Terrace 27/08/04

43 Wellington Terrace 20/04/04

43 Wellington Terrace 10/06/03

Similar services:

21 High Street

Vale House

Chestnut Walk

The Old Vicarage

Cherwood House Care Centre

Ashley House

Ascot Nursing Home

Fountain View

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

CARE HOME ADULTS 18-65 43 Wellington Terrace Kingsclere Road Basingstoke Hampshire RG23 8HH Lead Inspector Rodney Martin Unannounced Inspection 1st June 2006 09:30 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 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 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 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. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 43 Wellington Terrace Address Kingsclere Road Basingstoke Hampshire RG23 8HH 01256 473674 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) Stonham Housing Association Limited Care Home 15 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (15) of places 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 7th February 2006 Brief Description of the Service: 43 Wellington Terrace was opened by Lady portal on 4 December 1982 and is known as ‘Portal House’. Stonham Housing Association is the registered provider of Portal House. The home is registered to provide care and accommodation to fifteen service users who have mental health issues. Portal House is a detached property set in a residential road within Basingstoke. It is accessible to local services and facilities. The home comprises of fifteen single bedrooms, three sitting rooms; one of which is a smoking room, a dining room and a kitchen. The garden is well maintained, providing additional recreational space. Portal House encourages service users to retain their own privacy and endeavours to support them in reaching their own personal goals. The current level of fees is £1643.31 per month. This information was contained in the pre-inspection questionnaire received in the Commission’s office on 4 May 2006. There are no additional charges. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The unannounced inspection took place between 9.50am and 3.15pm. An opportunity was taken to look around the home, view records and talk to two project workers, several service users, the manager and the chef. On the day of the visit there were fourteen service users accommodated. The home currently has a vacancy. For the purposes of this report 43 Wellington Terrace is referred to as ‘Portal House’. In line with the Commission’s policy, all the key standards were inspected on this occasion and the three previous issues identified at the last inspection were followed up. The home was found to be meeting these; namely that, the recording and storage of medication, regular monthly monitoring visits by the registered provider [Regulation 26 visits] and staff are trained in food hygiene, food safety and health and safety. It was confirmed that the chef had been on a food-handling course and staff had received the relevant training. What the service does well: What has improved since the last inspection? Since the last inspection new blinds have been fitted. The home has met the actions required from the previous inspection report. There has been an improvement in the home’s medication procedures. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 6 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. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 7 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 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 8 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): 2 and 4 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Portal House’s admission procedure ensures that prospective service users have the opportunity to view the home. The home has a system of assessment, which identifies prospective service users needs and how they will be met. EVIDENCE: Portal House has a settled resident group. One service user has been in the home since 1991 and three service users since 1992. Portal House is currently accommodating fourteen residents, whose ages range from 38 to 70 years; with three female and eleven male service users in the home. The last service user was admitted in July 2005 and, until recently, Portal House has remained full. However, one resident went into nursing care in May 2006, following a spell in hospital. Portal House does not provide personal care in respect of washing; bathing, toileting et cetera and so prospective service users need to be independent in these areas of their lives. The manager reported that a prospective service user was coming for a twenty-four-hour trial stay. Portal House had received the referral from head office, when relevant details were obtained. An appointment was then made with the prospective service user and their care manager to visit Portal House to view the home and to meet residents. Subsequently, a letter was sent from the manager offering a short stay. A prospective service user is given a 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 9 comprehensive service users’ pack, which contains a number of relevant leaflets about the service; making a complaint; equal opportunities, confidentiality et cetera; the statement of purpose, a copy of “involving you” [which is the new Stonham assessment of needs document] and a copy of an inspection report from the Commission. From discussion with service users and a sampling of residents’ files, objectives have been clearly identified, based on the wishes of residents. Relevant risk assessments were in place as well as appropriate measures to manage challenging behaviour and minimise risks for residents. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 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 and 9 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There is a clear planning system in place, with evidence of consultation with service users about decision making, which ensures that their needs are met. EVIDENCE: Each resident has a comprehensive file, which includes important, relevant information, a photograph of the service user and a copy of the complaints procedure. The file also included various risk assessments, which were signed by the resident. The service users plan is contained within a comprehensive document entitled “ about you”. The document included risk assessment plans, the residents’ housing needs; their financial situation; employment, training and education needs; skills for life and individual living skills assessment; the resident’s goals and interests and their support networks, including family and friends. This document was also signed by the resident; confirming ownership of the information documented about them. Several residents were tracked through the home’s system. Residents, spoken to, confirmed that there is a relaxed atmosphere in the home, where they have freedom to make decisions about their lives, with help if it was needed. Portal 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 11 House has an “in and out” board, which is situated in the foyer, for residents to indicate if they are on the premises or not. On the day of the inspection, eight service users were not in the home. They were out in Basingstoke on a variety of activities, including shopping. Residents were appreciative of the regime within Portal House and that they could make their own choices over a variety of issues, for example, residents are able to get their own breakfast and lunch; are able to do their washing and keep their room how they like it. The majority of residents smoke. Although they are not allowed to smoke in their room [for health and safety reasons] there is a smoking lounge provided in the home. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 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): 12, 13, 15, 16 and 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are able to engage in a variety of activities in the home and the community, enabling independence, development and choice. EVIDENCE: On the day of the visit, eight service users had signed “out” and had gone into Basingstoke. Apart from residents being able to pursue their own interests, there are various mental health clubs and drop-in centres in Basingstoke, including the Adelphi Club, Vine Road day centre, Harmony Club and the Sycamore Club. The latter is on a Wednesday and most of the residents prefer to go. One service user attends a woodwork class, once a week and another service user, a photography group at Vine Road. Although some residents have been in Portal House, fourteen and fifteen years, there is the potential for residents to move on into more independent living. Service users, would initially, move into a group home and then after a period of assessment, an application for a place of their own would be made. Several residents in the past have moved on and successfully obtained a place 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 13 of their own. Project workers can work with individual service users to help them obtain the necessary skills to equip them for independent living; such as budgeting, cooking skills, household chores et cetera. Service users receive a minimum personal allowance of £19.60. The majority of service users smoke and a lot of their money goes on tobacco and cigarettes. Individual support is available for those that need help in monitoring their spending and cigarette consumption. The resident’s room is their domain and they are responsible for its upkeep. Again, project workers can prompt residents to keep their room tidy, especially if a service user likes to hoard things, which could present a risk under health and safety. Residents can make their own drinks from a tea bar. Apart from three service users, all residents have family or friends involved. One service user has no family in this country and two other service users, although having family members, do not have any contact with them. The manager reported that advocates were not needed for these three service users but would seek to use an advocacy scheme if it was required. Residents are involved in the choice of meals. A survey was carried out as to the most popular choices and additional meals were added. There are regular residents’ meetings, when service users can make further suggestions about meals. Residents help themselves to what they want for breakfast and lunch. A chef, from Monday to Friday, cooks the main meal. The choice on Saturday is left to service users to decide what they would like. The project workers on duty then cook this. Residents thoroughly enjoy the Sunday roast. The inspector met the chef, who has worked in the home a number of years. He was suitably qualified, enthusiastic and interested in his role. Residents were due to have chicken curry and fruit tart for the evening meal. A fish dish was offered as an alternative. The menu is displayed each day on a laminated chinograph board. Residents, spoken to, liked the food in Portal House. They also were happy about getting their own breakfast and lunch. They can cook something, if they wish, but tend to go for sandwiches at lunchtime. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 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 and 20 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents’ physical and emotional health needs are being met, with evidence of good support from health care professionals. The home has clear arrangements in place ensuring the medication needs of residents are met. EVIDENCE: Various service user plans were sampled and they contained clear information on each service user’s specific needs. As none of the service users living in the home require assistance with personal care the plans only detail how service users are encouraged to undertake their own personal care. One resident, for example, had difficulties making telephone calls and following support is now able to make dental appointments et cetera on their own. From discussion with various service users the opinion was expressed that staff are meeting their needs, in respect of activities of daily living. Service users are supported and encouraged to access medical services. Residents are registered with five surgeries in the Basingstoke area. Residents’ physical wellbeing is documented in the service users plan and there was evidence of service users being able to visit their doctor, dentist and optician as needed. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 15 There are risk assessments in place for each service user. The home operates a monitored dosage system for medication. Various individual cassettes were found to be correct. The medication administration sheets were satisfactorily recorded. One resident is able to self-medicate. They sit down with a member of staff, once a week, and then transfers the medication into their own Nomad weekly dossette box. The only controlled drug is Temazepam. This medication was satisfactorily kept 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 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 and 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has a satisfactory complaints procedure and adult protection procedure, to safeguard and protect residents. EVIDENCE: Portal House has a full complaints procedure and a copy is given to all service users. A summary of the complaints procedure is contained in the service users guide, in a leaflet form entitled ‘making a complaint’, as well as located on the wall in the hall and also there is a copy of the complaints procedure on each resident’s file. The home has a complaints’ book. There were no complaints recorded and the Commission has not received any concerns, complaints or allegations. Service users, spoken to, said they would tell staff about any concerns or complaints they may have. The home has all the relevant documentation relating to adult protection including a whistle blowing procedure, the adult protection policy and the ‘no secrets’ guidance. Additionally all staff have received in house training on abuse, ensuring that residents are safeguarded from abuse. Staff, spoken to, were aware of what to do in the event of an allegation of abuse. Some residents manage their own personal allowance and DLA [disability living allowance]. For other residents their personal allowance is kept by the home. The financial records and money of residents were checked and were satisfactory. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 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 and 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A comfortable, safe and clean standard of accommodation is provided for the service users, which meet their needs. EVIDENCE: A tour of the building was undertaken. The manager reported that there is a maintenance programme and that any defects to the décor and fabric of the building would be addressed. Since the last inspection a new carpet has been laid in a bedroom 15 and new window blinds have been fitted to a bathroom and the kitchen. The manager reported that window blinds are to be fitted, where appropriate, throughout the building. The home does not have a cleaner and this position is currently being advertised. However, the home was clean and tidy on the day of the inspection. As noted elsewhere in this report, residents are responsible for their own rooms. Project workers can support residents to ensure that their rooms are a safe environment and advise on maintaining their rooms to reasonable standard, especially if they are planning to move on to more independent living. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 18 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): 32, 34 and 35 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are well supported and benefit from staff having the necessary skills and training for the tasks they are expected to do. Recruitment procedures are robust in the protection of service users. EVIDENCE: No new staff have been recruited since the last inspection. Portal House is currently thirty-five hours short each week, which is covered by overtime, agency staff or Stonham relief staff. The home does not use volunteers. One project worker was leaving; the next day after this inspection, for a career change and a night worker is currently on long-term sick leave. The manager reported that an advert is due to go in for a new project worker. Staff files contained the necessary checks for employment, including a criminal records bureau check [CRB], an application form, references and a health check ensuring that residents are protected. Staff have many years experience in this field of work and have received training such as food hygiene, fire safety, medication training, health and safety, non-violent crisis intervention, dealing with difficult people, assessments and NVQ [national vocational qualification] courses. Two of the current seven staff have obtained NVQ level 2 and two more staff members are in the process of doing NVQ level 2. Further training is planned for the two project workers with NVQ level 2 to 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 19 start an NVQ level 3 in care course and for staff members to update their first aid qualification. Service users, spoken to, said staff support them and are very approachable. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 20 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 and 42 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Portal House is managed efficiently and service users benefit from a well run home. Service users rights and interests are safeguarded by the home’s policies and procedures and health and safety measures. EVIDENCE: As noted in the previous inspection report, dated 7 February 2006, the home has a new manager as the previous registered manager retired. The manager has worked in care since she was 22 years old. She is a registered social worker and has NVQ level 4 in management, as well as an intermediate certificate in counselling. She has worked for Stonham since September 2005 and was appointed to run Portal House in December 2005. The manager is aware of the Commission’s new procedure for the registration of manager. An application was sent to the Criminal Records Bureau on 15 May 2006. Once this is returned the manager will then submit an application to the 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 21 Commission, along with all the other necessary documentation. The manager has the skills and experience to mange the home. A service users meeting is normally held on a monthly basis, in the evening in the television lounge, although the last one was on 30 March 2006. Two project workers and residents are involved. The minutes were available and showed views being put forward and how these had been actioned. Relevant records were satisfactorily maintained. The fire logbook was inspected and fire safety equipment had been tested and serviced regularly, where appropriate. Staff have received fire safety training. The health, safety and welfare of residents is promoted and protected by the manager ensuring that Portal House is a safe environment to work in, by staff having received appropriate training. Risk assessments are in place, especially for those residents that smoke. 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 22 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 Standard No Score 1 X 2 3 3 X 4 3 5 X 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 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 3 X X 3 X 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? NO 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. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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 43 Wellington Terrace DS0000012300.V296921.R01.S.doc Version 5.2 Page 25 - 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!