Inspection on 12/12/06 for Dalling House

This inspection was carried out on 12th December 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 but made no statutory requirements on the home.

Other inspections for this house

Dalling House 04/06/07

Dalling House 14/02/06

Dalling House 29/06/05

Dalling House 13/02/05

Dalling House 12/10/04

Dalling House 27/02/04

Dalling House 06/01/04

Similar services:

The Shelley

Springfield House

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Old Hastings House

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

CARE HOMES FOR OLDER PEOPLE Dalling House Croft Road Crowborough East Sussex TN6 1HA Lead Inspector Nigel Thompson Unannounced Inspection 12th December 2006 09:30 X10015.doc Version 1.40 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 Dalling House DS0000021085.V289513.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. 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. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION Name of service Dalling House Address Croft Road Crowborough East Sussex TN6 1HA 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) 01892 662917 Aspenglade Limited Vacant Care Home 21 Category(ies) of Old age, not falling within any other category registration, with number (21) of places Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. The maximum number of service users to be accommodated is twenty one (21). Service users must be older people aged sixty-five (65) years or over on admission. 14th February 2006 Date of last inspection Brief Description of the Service: Dalling House is close to Crowborough town centre, within walking distance of shops, churches and buses. The home is registered for 21 older people. Seventeen single and two double bedrooms, many with en suite facilities, are situated on three floors and are served by a passenger lift. There is a through dining room and lounge with a sun room that looks out onto a well- maintained rear garden, with a water feature. Information about the service, including the Statement of Purpose, Service User’s Guide and CSCI reports is made available to prospective service users or their relatives, on request, as part of the admission process. The range of weekly fees, as of 12 December 2006, is £340 - £450. Additional charges, not included in the fees, include hairdressing, chiropody and newspapers. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection took place over five and a half hours in December 2006. The purpose of the inspection was to assess compliance with the requirements of the previous inspection and to generally monitor care practices at the home. It was noted that despite previous requirements and recommendations, very little had actually changed and many of the National Minimum Standards that were assessed had still not been met or only partially met and the overall quality of care provided remained adequate. However, service users spoken with during the inspection expressed satisfaction with the home, the staff and the service provided. On the day of the inspection there were eighteen service users living at the home. The inspection involved a tour of the premises, examination of the home’s records and discussion with the acting manager. Responses from a CSCI service users’ survey, regarding their views on the home and quality of care provided, now form part of the inspection process and have also been included in this report. Five service users, three members of care staff and two visitors were also spoken with. The focus of the inspection was on the quality of life for people who live at the home. What the service does well: The relaxed, homely and welcoming environment has evolved over many years and reflects the stability and commitment within the staff team and the open and inclusive management style. Staff have formed close working relationships with service users and have awareness and understanding of their care and support needs. Communication and consultation with service users’ family members is effective and ongoing. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 6 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. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 3,4 & 6 Quality in this outcome area is adequate. This judgement has been made using available evidence, including a visit to this service. The admission policy and procedure ensures that service users are admitted only on the basis of a full needs assessment, undertaken by people competent to do so. However, available documentation does not currently provide prospective service users and their relatives with sufficient accurate and up to date information about the home and the services provided. EVIDENCE: It was evident that, as with much of the home’s documentation, the admission and discharge policies and procedures, (last updated in 2002) are in the process of being reviewed by the new owners and acting manager. Since the previous inspection, as required, it was noted that the Service User Guide has been reviewed and updated. However, details regarding the current status of the acting manager are misleading and, following discussion, are to be amended. The Statement of Purpose is currently under review and was not made available for inspection. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 9 Following a referral to the home, the acting manager confirmed that she carries out a thorough pre-admission assessment including all personal care and support needs, any mental health and mobility issues, social and cultural needs and family involvement. The acting manager confirmed that the admission process has been extended to provide prospective service users with the opportunity to visit the home, before moving in and have the opportunity to look around and meet with existing service users and staff. Having moved into the home, there is an initial four week trial period, of continual assessment, during which time the suitability of the service and the compatibility of the service user can be established. Individual records showed that the acting manager comprehensively assesses each service user prior to moving in. Assessments from social workers or other health professionals are requested before admission in order that the home has a clear understanding of what medical and personal care and support is required. The acting manager confirmed that intermediate care is not currently provided at Dalling House and emergency or unplanned admissions are avoided. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10 Quality in this outcome area is adequate. This judgement has been made using available evidence, including a visit to this service. Individual care plans enable staff to meet service users’ assessed needs in a structured and consistent manner, however they do not always reflect changing support needs. Satisfactory and effective systems for consultation enable service users to make choices and decisions about their day-to-day living. EVIDENCE: Care plans for several service users were examined and despite previous requirements, it was evident that that little progress has been made in improving the care planning system since the last inspection. There was also no evidence that plans had been reviewed or updated to reflect changes in individual support needs or circumstances and little evidence of service users or their relatives being involved, as required, in developing or reviewing care plans. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 11 However, the recent and significant changes at the home are acknowledged and the acting manager and new owners are clearly aware of and working hard to address identified shortfalls. Through direct observation and from discussions with staff, during the inspection, it became evident that some service users’ mental health needs were giving cause for concern. Although the behaviour and level of confusion was variable in each case, it was clear from care plans that were examined that individual assessments did not reflect their changing and sometimes complex needs. There was also no documentary evidence that mental health assessments had been carried out, or if they had been they had not recently been reviewed and updated. The concerns related to the possibility that in cases where no reassessment of an individual’s mental condition had taken place, the unidentified condition may be outside the home’s category of registration and consequently the staff would not have the necessary skills, experience or resources to meet their needs. A key-worker system has recently been introduced and each member of staff now has responsibility for updating and maintaining individual care plans. They receive close and regular support in this process by both the acting manager and an experienced manager from another service within the group. All service users are registered with local GPs and have access to other health care professionals, including district nurses, via the surgeries. It was noted, in care plans that were examined, that all appointments with, or visits by, health care professionals are recorded. Through direct observation and discussion, it is clear that staff are aware of service users’ privacy and dignity. Members of staff were seen knocking on doors before entering service users’ rooms and were observed to be sensitive and respectful in their manner. Satisfactory and up to date policies and procedures are in place for the control, storage, safe administering and recording of medication. The acting manager confirmed that all staff involved in administering medicines receive appropriate training. This was supported by documentary evidence and through discussions with care staff. She was also able to confirm that, following risk assessments, there are currently no service users in the home who maintain responsibility for self administering their medication. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. 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. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above 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, 14 & 15 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Service users maintain contact with family and friends as they wish and benefit from appropriate occupation and leisure activities and from satisfactory menus, that are balanced and nutritious, reflecting their individual likes and preferences. EVIDENCE: Service users’ recreational and leisure interests are recorded in their individual care plan and a weekly programme of activities has recently been developed and implemented. From discussions with staff, service users and their relatives and through direct observation, it is evident that opportunities for much needed stimulation within the home continue to be provided. Regular entertainment sessions take place as well as individual and small group activities, including music, arts and crafts and various games and quizzes. Video or DVD afternoons also continue to be popular in the home, as are the weekly hand massage, manicures, musical movement and gentle exercise sessions. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 13 The acting manager confirmed that, in accordance with the wishes of the service users, visitors to the home are welcome, at any reasonable time. However, they are asked to respect mealtimes. Service users may see friends or relatives in the lounge or in the privacy of their own room. As part of a four-week rolling menu, service users are provided with a varied, wholesome and nutritious diet. However, it was noted that at lunchtime, there is currently no alternative to the main meal available, as required. After discussions with the cook and acting manager, it is also recommended that, for the benefit of service users, a copy of the daily menu be displayed. Following recent consultation with service users, the acting manager confirmed that she is in the process of reviewing the current menus. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 Quality in this outcome area is adequate. This judgement has been made using available evidence, including a visit to this service. An accessible and up to date complaints procedure ensures that service users, staff and visitors feel able to express any concerns, confident that they will be listened to and acted upon. However service users are at potential risk from abuse, through lack of relevant staff training and inadequate and outdated policies and procedures. EVIDENCE: A copy of the home’s complaints procedure is made available to service users as part of the Service Users’ Guide. Service users, relatives and members of staff spoken to described how the acting manager operates an ‘open door policy’ and is generally considered to be approachable and understanding. They confirmed that they would have no hesitation in speaking to her or making a complaint if necessary and each person was confident that they would be listened to. Policies and procedures relating to abuse and including whistle blowing are in place, however they were found to be unsatisfactory and must be reviewed. Inaccurate and outdated procedures refer to alerting the NCSC (National Care Standards Commission – the regulating body that preceded the CSCI.) Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 15 The acting manager confirmed that abuse training is not currently provided for staff. This was also evident through training records that were examined and confirmed by members of staff, spoken with during the inspection. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 23, 24, 25 & 26 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Service users benefit from accommodation that is comfortable, generally well maintained and decorated to a satisfactory standard. EVIDENCE: Standards relating to the physical environment remain largely unchanged. Service users’ accommodation comprise of nineteen bedrooms on three floors, easily accessible by a large passenger lift. The majority of rooms have en-suite facilities and all are fitted with call bells and were found to be clean, comfortable and furnished and decorated to a satisfactory standard. A notable exception to this is the poor condition of the second floor bathroom, which was brought to the attention of the acting manager. It is recommended that this room now be completely refurbished and a new floor covering be fitted. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 17 During a tour of the premises, it was evident that many doors into service users’ rooms and throughout the home are routinely being wedged open. This is a clear fire safety risk, which again was brought to the attention of the acting manager. Following discussion it is required that wedges will not be used in the home and it is proposed that automatic closers are to be fitted to all doors, as necessary. The acting manager confirmed that, as far as is practicable, independence and individuality continue to be promoted within the home and this is evident from the personalising of service users’ rooms, which clearly reflects individual tastes, interests and preferences. A pleasant dining area provides a relaxed, homely and sociable setting for meal times. The dining area leads through to a comfortable lounge and a separate solarium. A ramp provides easy access into the well maintained rear garden. Apart from the second floor bathroom, it was noted that all communal areas are furnished and decorated to a satisfactory standard. The heating system is effective and lighting throughout is domestic in character. Infection control procedures are in place and generally adhered to and levels of cleanliness remain high throughout. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. There is always sufficient trained and competent staff on duty to meet the assessed needs of the service users and service users are protected by satisfactory staff recruitment policies, procedures and documentation. EVIDENCE: The manager confirmed that staffing levels within the home are sufficient to meet the current care needs of service users and there is some flexibility for additional staff hours should the need arise. This was further evidenced by the current rota, viewed during the inspection, which details which staff are on duty at any given time and includes their designation. Service users, relatives and members of staff, spoken with during the inspection, confirmed that staffing levels within the home are adequate: ‘There’s always someone around and they are all so kind and helpful’. Staff training provision at Dalling House has evidently been affected by recent changes within the home and no records were available for inspection. The acting manager confirmed that one of her priorities in her new role is to Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 19 develop and implement appropriate induction, foundation and core skills training, including first aid, moving and handling, food hygiene and fire safety. Although there have been no recent appointments at Dalling House, the home continues to operate satisfactory recruitment procedures. Individual staff files examined during the inspection, were found to be generally well maintained, containing necessary information, including employment history, two references and satisfactory Criminal Record Bureau (CRB) and Protection of Vulnerable Adults (POVA) disclosures. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. 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. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. 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 and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36 & 38 Quality in this outcome area is adequate. This judgement has been made using available evidence, including a visit to this service. Service users benefit from the positive management approach of the home but are not always protected by inconsistent health and safety procedures. Their best interests are not safeguarded by ineffective quality monitoring systems. EVIDENCE: The recently appointed acting manager has relevant experience of assessing, understanding and meeting the needs of older people. She has previously owned and managed a domiciliary care agency and has worked as a manager in other similar residential services. She is a qualified nurse and has achieved the Advanced Management in Care (AMC) award. She intends to commence studying for the National Vocational Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 21 Qualification (NVQ) in management and care early in the new year. It is also proposed that an application will soon be submitted to register her with the CSCI, as manager of Dalling House. It was noted that there is currently no structured quality monitoring system in place and the views of service users, relatives, friends and other visitors to the home are not currently being sought. Following discussion with the acting manager, the home will be now be reviewing their quality assurance systems and addressing this issue. Despite previous requirements, it is evident that formal and structured staff supervision has yet to be implemented and is still not currently being provided, as required. This was acknowledged by the acting manager and confirmed by other members of staff. COSHH assessments and guidelines are in place. Temperature regulators are fitted to all hot water outlets, accessible to service users and all accidents, incidents and injuries are recorded and reported, as required. However, as previously documented, the safety of service users is currently being compromised by the ongoing and widespread use of door wedges throughout the home. Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People 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 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 2 X 3 2 X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 2 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 2 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 2 3 2 X X 3 3 2 3 STAFFING Standard No Score 27 3 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 2 X 2 Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 23 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 OP1 Regulation 4 (1) & Schedule 1 14 (1) (a) Requirement It is required that the statement of purpose be reviewed and amended, in accordance with Schedule 1. (Previous timescale of 31/05/2006 not met). It is required that the home is able to demonstrate that it has the capacity to meet the assessed needs (including specialist needs) of service users. It is required that the assessment of a service user’s needs be kept under review, having regard to any changing circumstances. It is required that service users’ care plans be regularly reviewed and updated, to reflect an individual’s current care and support needs. It is required that formal staff supervision sessions be introduced for all care staff. (Previous timescales of 01/04/05, 31/08/05 & 31/05/06 not met). It is required that all parts of the home, to which service users DS0000021085.V289513.R01.S.doc Timescale for action 31/03/07 2. OP4 31/03/07 3. OP4 14 (2) (a & b) 31/03/07 4. OP7 15 (1) (2) 31/03/07 5. OP36 18 (2) 31/03/07 4. OP38 13 (4) (a) 31/12/06 Dalling House Version 5.1 Page 24 have access are free from hazards to their safety, including door wedges. 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. 3. Refer to Standard OP15 OP20 OP30 Good Practice Recommendations It is recommended that wherever possible an alternative to the main meal is made available and a copy of the daily menu is displayed. It is recommended that the neglected second floor bathroom be completely refurbished and a new floor covering be fitted. It is recommended that all staff receive specific up to date training regarding the Protection of Vulnerable Adults (POVA). Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 25 Commission for Social Care Inspection East Sussex Area Office Ivy House 3 Ivy Terrace Eastbourne East Sussex BN21 4QT 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 Dalling House DS0000021085.V289513.R01.S.doc Version 5.1 Page 26 - 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!