'Really kind' staff praised at support service

Wilmer has lived in accommodation provided by Community Support - Bedford Services for 14 years

Staff at a supported living service found to be breaching care regulations three years ago have now been praised as "helpful" and "really kind" by a resident.

Creative Support - Bedford Services, which assists people with autism or learning disabilities, was rated as "requires improvement" by the Care Quality Commission (CQC) in 2022 - but after inspectors visited again in July and August, this was raised to "outstanding".

Wilmer, 32, has lived at one of the seven buildings run by the organisation since he was 18 and volunteers at a local charity shop.

He said workers were "nice" and took residents out on trips, and helped them "reunite with friends and family".

The CQC said in the summer inspection that it "found a service that placed people's care and independence at the heart of everything it did" and that "staff treated people with exceptional compassion and dignity" - demonstrating a "remarkable turnaround".

Deputy service manager Serah Murega says previously staff were "not working together"

Many of the staff have moved on in recent years, but deputy service manager Serah Murega has worked for the not-for-profit organisation for two decades and says the culture has changed.

"When you are not working together you cannot have positive outcomes," she said.

"Now we are all one big team. Staff feel valued, they feel empowered.

"Service users feel empowered too, we are listening to them."

Beauty, left, is a staff member who helps Leigh and other residents with household tasks

Leigh has lived with the service for 10 years and, like other residents, receives help with tasks like cooking and money management.

She said there were "nice people, nice friends [and] nice staff" in the block and it had "all changed" in recent years.

Dance sessions are among the activities that residents can attend

Residents in the individual flats are supported financially by local authorities.

Registered service manager Joao Elviro joined in February last year.

"New management was put in place," he said.

"Recruitment improved as well. We used to have quite a bit of agency working, we have reduced that.

"Our staff retention is much better now. We have the right people in front of the right services."