Haven Lodge

Date of Assessment: 4 August to 27 August 2025. Haven Lodge is a residential care home providing support to older people and people living with dementia. The service can accommodate up to 32 people, at the time of our assessment 25 people were living at the service. We found a breach around good governance; we found systems or processes were not established and operated effectively to monitor and improve the quality and safety to the services provided in the carrying on of the registered activity. An acting manager was in post with support from other managers during the assessment as there was no registered manager in post. We found the service did not investigate incidents thoroughly. The facilities and equipment were not always recorded as maintained and no bed mattress checks were in place. Staff did not have regular supervisions, meetings or appraisals and reported they felt unable to speak up. Staff said the change in management had brought some positives, but the history of concerns continued to influence staff attitudes. During our assessment we found some records were not available. There was only recent evidence of a safeguarding log for referrals made, cleaning schedules, some maintenance checks and staff identity documents at the service and no complaints log. This had been identified and the acting manager with support from the area manager had completed an action plan and started to address the concerns. We found incidents involving some people who displayed behaviours that challenge had not always been recorded. Referrals to relevant partner agencies had not been completed when some people’s needs had changed. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training. Staff managed medicines well.