Our Services

The focus of all our services is to support and promote the independence and rehabilitation of Service Users, and integration into the wider community, to enable and empower greater levels of independence, choice and community living as a result.

We provide a range of services to people of all ages living within the community or with their families, including:  outreach support,day care,daily living skills,support with personal care,supported holiday and short breaks and waking or sleeping night services

Service Admission Criteria

Prior to the commencement of a service provision, it is imperative that the following information is available, as requested on our referral form and pre-placement assessment:

  • Individual has a learning difficulty and/or autism, Down Syndrome, Physical disabilities and is in need of care and support.
  • Individual is not in need of nursing care.
  • Individual is 18 years old or over.
  • Individual is in need of longer-term care and support.
  • A referral form has been completed and returned.
  • Individual has had a relevant assessment, including a full risk assessment and a Care Plan has been produced.

Move On Tenancies

We can assist people in finding suitable accommodation, serviced by landlords with a greater understanding of the type of service user that will be supported. To minimize any interruptions in their living arrangements, we can also support the service user in all matters regarding their tenancy, including agreements, inventories and deposits etc.

Support/Care Plans

Planning is essential to ensure that the service is appropriate to the service users needs. The registered manager will ensure that plans are suitable, adequately implemented, checked, reviewed and changed, where necessary. Building on the assessment process, an initial care plan will be written in conjunction with the service user, Care Manager, respective key workers and other professionals involved in providing support for the individual. This will be reviewed after 6 weeks ; thereafter service user’s plans will be reviewed at least twice yearly, or as indicated in the Person Centred Plan. Individual goals and risk assessments will be reviewed as required, often more frequently.

An important function of the care plan is to identify areas to develop, set and agree realistic aims, objectives and goals and to promote the service users independence. This is why pre-service needs are assessed and the care plan prepared in a suitable and appropriate manner, according to the circumstances of each individual service user, before the service starts. Staff-members are made familiar with the care plans of the service users they will support and the manager ensures that all relevant information and changes are carefully recorded. As detailed in our policies and procedures, for confidentiality and data protection, a written record is kept of who has access to care plans and personal information and under what circumstances. Unauthorised access constitutes gross misconduct and may lead to dismissal.

Health Care

Part of the care planning process will be to ensure that all service users are registered and are supported to utilise the services and benefits of relevant health care facilities, according to their needs and wishes. The registered manager will make sure that all service users are adequately supported to register with a G.P. who understands their needs. Service users will be supported and accompanied, if necessary, to access all specialist services such as opticians, dentists and physiotherapists etc. depending on the service user’s specific needs.


We encourage and support all service users to take control and manage their own affairs, wherever practically possible. However, if it is necessary for a person(s) to be appointed as an advocate, to speak on a service user’s behalf, for their best interests to be maintained, then we will offer the necessary support to progress the process.

Social Activities, Hobbies, Leisure Interests and Religious Requirements

We will support service users to access their chosen social, leisure and recreational opportunities both internal and external to their home. This includes visits to local shopping areas, parks to enjoy picnics and walks, cinema/theatre and swimming etc, reflecting the service user’s interests, wishes and capabilities. The staff use individually relevant communication techniques including; symbols, pictures, objects of reference, sign language and makaton etc. to support service users to make any choices.

Quality Management

The quality of our service depends on the experience of our management and abilities of our staff as well as our registered manager. We strive to maintain high standards throughout the service delivery and our various policies and procedures provide suitable, accurate and up to date guidance on how to operate in accordance with relevant legislation, whilst protecting the health, safety, dignity and respect of our service users.

To do this we aim to:

  • Understand service users’ needs
  • Provide suitable staff and environments
  • Promote best care values
  • Train and motivate staff
  • Constantly review policies, procedures and service delivery
  • Monitor plans, seek feedback and react accordingly

Service User Involvement & Consultation

All service users will be involved in the decision-making process of how the service is delivered, including all daily routines within their home. Each person is given the opportunity to make their needs known, and those needs are identified and acted upon as part of their Individual Care/Support Plan and their Person-Centred Planning (PCP)

If due to the nature of their disability, a service user is not able to participate in decisions made about the service, then their relatives and other significant people are consulted and the knowledge of the individuals’ likes and preferences are reflected in the way the service is operated.

Any limitation on the use of facilities is made only in the service user’s best interest, to prevent self-harm, self-neglect, abuse or harm to others, consistent with the purpose of the service and responsibilities under law.

Each person is encouraged to take responsibility for their daily lives, and to do as much for themselves as possible within their daily routine, whilst exercising their right to choose. Service users are offered appropriate opportunities and experiences within the wider community, so as to educate, stimulate and provide greater access to employment, training, health, leisure and recreational facilities.

We will support service users to make informed decisions that reflect individual choice and preference either within their home or through external agencies.

Whether or not people will live together in a shared environment or alone, they will be supported to live as they would in an ordinary household, undertaking the ordinary tasks, chores etc. as any other family living within their own community.

We actively seek the views of service users during routine and annual quality assurance audits, regular consultation processes and through our comment, suggestions and complaints procedures. Separately, the regulatory body will seek the views of service users and others during their regular review of the service.

Complaints and Compliments

We recognise and support the right of all service users to complain about the service, if necessary. There are no restrictions upon issues for complaint and we guarantee that no reprisal will be taken against anyone who complains. As detailed in our Complaints and Compliments Policy, our complaints procedure allows for both informal and formal resolution of complaints and all service users are supported to follow the procedure when making a complaint.

The stages and process of making a complaint, as detailed in our policy, give the complainant ample opportunity and information to discuss the matter with members of the team, up to the manager and the expected response times and methods. Ultimately, should the complainant still remain dissatisfied, they can contact the Commission for Social Care Inspection, the body responsible for the monitoring of our service, whose decision we will accept and implement. A written record of all complaints will be kept, including all outcomes.

It is always encouraging when someone is motivated enough to compliment a member of staff and the service. We openly welcome all compliments received and ensure they are passed on and recorded, as outlined in our policy.

Privacy and Confidentiality

Service users will always be treated with respect and consideration given to the need for privacy. We are sensitive to the fact that due to the nature of the service provided, it can often be harder to enjoy privacy, when compared to living totally independently. Simple procedures can make all the difference to a service user’s quality of life, such as;

  • Service users can lock their own personal areas
  • Always knock on bedroom doors and bathrooms before entering
  • Always wait to be invited into a personal space
  • Service users have privacy in reading mail or during telephone calls
  • Service users can dine and entertain privately, if they choose
  • Consultations with professionals will always be private, unless invited

When dealing with a service user’s personal information, whether in the form of knowledge and/or that kept on file, confidentiality is of paramount importance. Divulging a confidence can have a very detrimental effect on a service user and any incidents or complaints will be dealt with by the Registered Manager. A breach of confidence may constitute gross misconduct and can lead to dismissal. This does not affect whistle blowing rights, detailed further in the relevant policy.

Nominated Individual & Registered Manager:

Name: Samukeliso Mbatha

Address: SM Voice Advocacy Ltd, 65 Milton Close, Basingstoke  , Hampshire , RG24 9BY

Call: 01256 5602601 / 0118 996 0639