# Chiltern Support and Housing

*Operated by Chiltern Support & Housing Ltd.*

Chiltern Support and Housing is a CQC-regulated home-care agency in High Wycombe.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Requires improvement |
| Safe | Inadequate |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Requires improvement |

Rating published: 15/03/2023

## Practical info

- Postcode: HP13 6SR
- Registered manager: Mwamuka, Vanessa
- Local authority: Buckinghamshire
- Region: South East
- City: High Wycombe
- Last CQC check: 15/Apr/2026 - 00:00

## Inspection findings

### Other

- Finding
  - Evidence: One supported living setting had robust daily communication systems with a person's representative via phone and email.
  - Published: 2023-03-24
- Finding
  - Evidence: Other required recruitment checks were completed including DBS checks and proof of identification.
  - Published: 2023-03-24
- Finding
  - Evidence: In-house professional support such as physiotherapy was provided to help improve people's mobility and independence.
  - Published: 2023-03-24
- Finding
  - Evidence: Some people were supported to access meaningful activities including day centres, trips and holidays.
  - Published: 2023-03-24
- Finding
  - Evidence: Staff spoke about people with respect and kindness; people appeared comfortable in the presence of staff.
  - Published: 2023-03-24
- Finding
  - Evidence: The service worked with commissioning bodies to provide bespoke adapted environments for people with complex needs at short notice.
  - Published: 2023-03-24
- Finding
  - Evidence: Some staff demonstrated strong knowledge of complex individual needs, including communication, behavioural and sensory requirements.
  - Published: 2023-03-24
- Finding
  - Evidence: Positive feedback from professionals regarding timely and appropriate referrals and staff receptiveness to support.
  - Published: 2023-03-24
- **other** _(critical)_
  - Evidence: Staff recruitment practices were not always fully followed...CVs were routinely accepted...gaps in employment history were not consistently identified and explored.
  - Published: 2023-03-24
- **communication_with_families** _(moderate)_
  - Evidence: Some relatives told us they had not received sufficient feedback when people had sustained injuries to help them understand how these injuries may have occurred.
  - Published: 2023-03-24
- **person_centred_care** _(moderate)_
  - Evidence: My son doesn't get any exercise...She is not really encouraged to try new things…as far as I can gather she has only been out with staff once in the last year.
  - Published: 2023-03-24
- **leadership** _(moderate)_
  - Evidence: One registered manager demonstrated a lack of awareness about the frequency of incidents such as a person's seizures and struggled to locate routine paperwork during our visit.
  - Published: 2023-03-24
- **supervision_appraisal** _(moderate)_
  - Evidence: Supervisions had not been conducted at frequencies in line with the provider's policy. Most supervision records reviewed contained minimal detail.
  - Published: 2023-03-24
- **incident_learning** _(critical)_
  - Evidence: The service had failed to submit notifications to CQC in line with requirements, including the failure to notify CQC of some instances of alleged abuse.
  - Published: 2023-03-24
- **staff_competency** _(critical)_
  - Evidence: Medicines competency records were not available for all staff...no evidence was available that staff were trained and competency assessed to assist with the nebuliser.
  - Published: 2023-03-24
- **staffing_levels** _(moderate)_
  - Evidence: Sometimes always short staffed, don't think we have enough staff on every shift…makes work more strenuous…for service users, think affects them too.
  - Published: 2023-03-24
- **infection_control** _(critical)_
  - Evidence: Cleaning schedules were in place for toilets and bathrooms, however despite these being fully completed these areas were not cleaned to a satisfactory standard.
  - Published: 2023-03-24
- **consent_capacity** _(critical)_
  - Evidence: Mental capacity assessments were not consistently completed in line with the Mental Capacity Act 2005...some best interests checklists had been completed after the assessor documented that the person had mental capacity.
  - Published: 2023-03-24

### safe

- Finding
  - Staffing and recruitment
  - Published: 2023-03-24
- Finding
  - Systems and processes to safeguard people from the risk of abuse
  - Published: 2023-03-24
- Finding
  - Preventing and controlling infection
  - Published: 2023-03-24
- Finding
  - Learning lessons when things go wrong
  - Published: 2023-03-24
- Finding
  - Assessing risk, safety monitoring and management
  - Published: 2023-03-24
- Finding
  - Using medicines safely
  - Published: 2023-03-24

### well_led

- Finding
  - Working in partnership with others
  - Published: 2023-03-24
- Finding
  - Engaging and involving people using the service, the public and staff
  - Published: 2023-03-24
- Finding
  - Promoting a positive culture that is person-centred, open, inclusive, and empowering
  - Published: 2023-03-24
- Finding
  - How the provider understands and acts on the duty of candour
  - Published: 2023-03-24
- Finding
  - Continuous learning and improving care
  - Published: 2023-03-24
- Finding
  - Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirements
  - Published: 2023-03-24

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-131464109

HomeCare Compass is an independent guide and is not affiliated with the CQC.