The safety, wellbeing and quality of life of the people we support are at the heart of everything we do. We are committed to providing safe, effective, caring, responsive and well-led services, continually reviewing and improving our practices to ensure we deliver the highest standards of person-centred support. Our quality is shaped not only by regulation, but by listening to the people who live with us, their families, our colleagues and our professional partners.
The Care Quality Commission (CQC) is the independent regulator of health and adult social care services in England. It monitors, inspects and regulates services to ensure they provide safe, effective, caring, responsive and well-led support, publishing inspection reports to help people make informed choices.
At Solden Hill House, we are committed to delivering high-quality, person-centred support that not only meets regulatory standards but continually strives to exceed them. We welcome the CQC's inspection process as an opportunity to demonstrate our commitment to continuous improvement and to ensure the people we support receive the highest possible standard of care.
Our approach is underpinned by the CQC's Right Support, Right Care, Right Culture guidance, which promotes the rights of autistic people and people with learning disabilities to lead fulfilling lives with choice, dignity, independence and meaningful opportunities within their communities.
We encourage you to read our latest CQC inspection reports and learn more about the standards that guide everything we do.
We are committed to protecting the privacy and personal information of everyone connected with Solden Hill House. We handle personal data responsibly, securely and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Our Privacy Policy explains how we collect, use, store and protect personal information, as well as the rights individuals have in relation to their personal data.
Providing safe, reliable support is our priority. We have robust business continuity and emergency planning arrangements in place to ensure that the people we support continue to receive high-quality care and support during unexpected events or service disruptions.
These plans are regularly reviewed and tested, helping us maintain the continuity of our services while protecting the wellbeing of our residents, colleagues and visitors.
At Solden Hill House, we believe everyone has the right to be listened to, involved in decisions about their life and treated with dignity and respect.
VoiceAbility is an independent advocacy organisation that supports people who may need help to express their views, understand their rights or make informed decisions. Their advocates work alongside individuals to ensure their voice is heard and their wishes are represented, particularly when important decisions are being made about their care, support or future.
If a resident, family member or representative would like independent advocacy support, further information can be found by visiting VoiceAbility.
The safety, wellbeing and happiness of the people we support are our highest priorities. We are committed to creating an environment where people feel safe, respected, listened to and empowered to speak up.
Safeguarding is everyone's responsibility. We have robust safeguarding policies, procedures and training in place to protect the people who live with us and to ensure any concerns are recognised, reported and responded to promptly and appropriately.
To support the highest standards of governance and compliance, we work with leading industry specialists Croner-i, ensuring our policies and procedures remain up to date with current legislation, best practice and regulatory guidance.
Listening to Feedback
We believe that listening is one of the most important ways we can continue to improve.
We actively encourage feedback from:
The people we support
Families and friends
Advocates
Commissioners and Local Authorities
Healthcare professionals
Visitors
Our colleagues
Regular feedback helps us understand what we're doing well, identify opportunities for improvement and ensure our services continue to meet the needs and expectations of everyone connected with Solden Hill House.
Whether it's a compliment, suggestion or concern, every piece of feedback is valued and helps shape the future of our organisation.
Raising a Concern or Making a Complaint
If something isn't right, we want to know about it.
We are committed to dealing with concerns and complaints openly, fairly and respectfully. Every concern is taken seriously, investigated appropriately and used as an opportunity to learn and improve.
Our aim is always to resolve issues as quickly as possible while ensuring everyone is treated with dignity, compassion and respect throughout the process.
If you would like to make a complaint or raise a safeguarding concern, please contact us using the details below or request a copy of our Complaints and Safeguarding Policies.
Our Policies
Solden Hill House maintains a comprehensive suite of mandatory and best practice policies covering safeguarding, health and safety, governance, information security, equality, person-centred support and many other aspects of our services.
Copies of relevant policies are available on request. If there is a particular policy you would like to view, please contact us and a member of the team will be happy to assist.
Protecting personal information is an essential part of the care we provide.
Solden Hill House is committed to ensuring that all personal and confidential information is handled securely, responsibly and in accordance with NHS and UK data protection standards.
We complete the NHS Data Security and Protection Toolkit (DSPT) each year, demonstrating that we have appropriate policies, procedures and safeguards in place to protect the information of the people we support, our colleagues and our partners.
Achieving Standards Met provides assurance to residents, families, commissioners, healthcare professionals and partner organisations that we take information security seriously and are committed to maintaining the highest standards of data protection.
You can view our current NHS Data Security and Protection Toolkit submission below.
At Solden Hill House, quality isn't something we only review during inspections—it's something we focus on every single day.
We are committed to continually improving the support we provide by listening, learning and reflecting on our practice. Alongside our regular quality assurance processes, we carry out internal peer reviews that encourage our teams to learn from one another and share good practice across all of our homes.
As part of this process, each service undertakes an independent review of another home, using the Care Quality Commission's "We Statements" to assess how well we are delivering person-centred, high-quality support from the perspective of the people who live with us.
These reviews focus on what life is really like for residents, celebrating areas of excellence while identifying opportunities for learning and continuous improvement. By encouraging colleagues to review and support one another, we create an open culture where good ideas are shared and everyone works together to raise standards across the organisation.
The findings from these quality reviews are published in our internal Quality Review Flipbook, providing transparency, recognising achievements and helping us monitor our progress over time.
For us, quality is not a destination—it's an ongoing commitment to ensuring every person receives the very best support, every single day.
Making sure everyone can access our services, information and opportunities.
At Solden Hill House, we believe everyone should be treated fairly, with dignity and respect, and have the opportunity to participate fully, regardless of their individual needs or circumstances.
We recognise that some people may need additional support or changes to the way we communicate, provide information or arrange visits and meetings. We are committed to making reasonable adjustments to help remove barriers and ensure people feel comfortable, included and listened to.
Reasonable adjustments may include providing information in Easy Read or alternative formats, allowing additional time for appointments, adapting communication methods, accommodating sensory needs or making practical arrangements to support accessibility.
In line with our responsibilities under the Equality Act 2010, we consider requests individually and work with people to understand what adjustments would best meet their needs.
If you require a reasonable adjustment when visiting Solden Hill House, attending a meeting or accessing our information, please let us know.