Carlton House

We assessed the home against ‘right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

Carlton House demonstrated exceptional practice across all areas of right care, right support and right culture. People received highly personalised, therapeutic and empowering care that consistently promoted independence, choice and meaningful outcomes. The provider had created an environment where people were supported to live fulfilling lives, develop confidence and pursue both everyday goals and long‑term aspirations.

The care delivered was compassionate, holistic and tailored to each person’s individual needs, preferences and communication style. Consistently embedded person‑centred practice enabled people to access and participate in activities that were genuinely meaningful to them. Staff supported individuals to set long‑term goals and work towards them in achievable steps, ensuring progress was celebrated and aspirations remained central to care planning. People were encouraged to develop new skills, increase independence and take greater control of their daily lives. Holistic assessment and monitoring ensured people’s safety and wellbeing were always prioritised, with staff responding effectively to changes in need.

People were supported to gain confidence, experience new opportunities and access community life in ways that reflected their interests and ambitions. Staff used personalised approaches to reduce barriers, including sensory adaptations, structured routines and proactive risk management, enabling people to explore new environments safely. Medicines were administered safely, and staff had a strong understanding of people’s health conditions and the support required to manage them. The home environment was adapted and

personalised to reflect people’s specific sensory needs, routines and identity, ensuring comfort and familiarity while maintaining safety. Staff had the skills, knowledge and training to meet people’s complex needs, and safe recruitment practices ensured new staff were suitable, competent and aligned with the service’s values.

The culture of the service was warm, inclusive and empowering. Leaders and staff shared a strong commitment to enabling people to live rich, self-directed lives. Staff behaviour consistently demonstrated respect, patience and genuine belief in people’s potential. This positive culture encouraged people to express themselves, try new things and build resilience. Staff were supported by leadership that promoted reflective practice, continuous improvement and high expectations of person‑centred care. As a result, people experienced continuity, stability and an environment where they felt valued, safe and understood.