Care and support were consistently praised for kindness, respect and personalised approaches. However, staff, raised concerns about managing challenging behaviour, new staff being unfamiliar with needs, and handover gaps that could risk medication errors.

Bungalows and flats generally looked clean and safe, and most customers felt secure.

Customers enjoyed choice in meals, activities and supported holidays, though some staff said new colleagues needed basic cooking training.

Accessible Information Standard requirements and digital support plans were in place, and customers and relatives were involved in annual reviews. Most concerns were handled well, though a few remained unresolved.

Fewer than half of customers felt the service had improved, while many staff felt it had worsened, referring to staffing levels, recruitment, induction, training and management visibility.

Aspire commits to person centred training, regular supervision, competency checks and stable core staff teams. They also pair staff and customers by shared interests and review support plans every six months.

Aspire managers carry out regular walkaround audits, and induction for agency/new staff has been strengthened with clearer guidance and support.

Customers are involved in menu planning and shopping, with new pictorial menus being developed to support choice.

Accessible formats are used across documents, picture cards are being introduced for non verbal customers, and complaint processes are being strengthened with regular follow up.

Recruitment is being tightened, training reviewed monthly, Positive Behaviour Support(PBS) training provided, and emotional support offered through debriefs, welfare services and wellbeing programmes.