TIG Heaven, which is based on Clipper Way, provides personal care and support to 15 people living in their homes, has been downgraded to an overall inadequate rating by the Care Quality Commission (CQC).
The CQC said its inspection was carried out after concerns were made about record keeping.
TIG Heaven’s managing director, Debbie Ikudaisi said in a statement that while she recognised the improvements that needed to be made, the CQC report does not reflect the full picture of the day-to-day care, compassion, and professionalism delivered by staff.
During the assessment, which took place between April 29, 2025 and June 11, 2025, CQC inspectors spoke with three people, six relatives and five care staff. They also received feedback from two healthcare professionals about the service.
CQC inspectors found effective systems and processes were not in place and the service breached six regulations relating to safe care and treatment, need for consent, person centred care, staffing, fit and proper persons employed and good governance.
They said complete and contemporaneous records had not always been kept about people’s care and treatment, and improvement was needed when it came to assessing risk, staff deployment and training, recruitment checks, medicines and consent to care.
The service was last inspected by the CQC in 2019 and was rated good in all areas and overall however, ratings for being safe, and well-led have downgraded to inadequate while effective, caring and responsive ratings have gone down to requires improvement.
The CQC has decided to take enforcement action against TIG Heaven and has served a warning notice and placed it in special measures.
Inspectors said they received mixed feedback from people and their relatives about the service.
They said: “People told us they felt safe, staff were kind and caring and there were positive caring relationships between people and staff. People were supported to access healthcare services when required. People and relatives were able to approach staff and the registered manager if they had any concerns.
“However, people’s and relatives feedback also included concerns in relation to staff competence and training and inconsistencies with communication and quality of care provided by staff. There were also lack of measures in place to obtain feedback from people and relatives.”
Inspectors found care records did not contain information and guidance on people’s dietary needs and individual preferences, and contained limited information on their equality and diversity needs.
They said: “Care records listed people’s religion, however there was no information detailing how people were supported with their cultural and religious beliefs.
“There was no further information recorded which showed if people had any protected characteristics and the support they may need to ensure there was no discrimination and human rights requirements were adhered to.”
People’s care records also did not reflect their communication needs nor did they contain detailed guidance for staff on how to best communicate with people.
The CQC said though records showed people’s needs were monitored, when there was a change in people’s needs, care records did not always detail the changes and the appropriate support they required with their ongoing care and treatment.
Inspectors said: “For example, for one person who used mobility aids, their monitoring review record stated there was improvement in their mobility and their needs had changed since the last review.
“For another person, their care needs had changed from two carers to one carer. However, both care records had not been updated to reflect the support people required in response to changes in their care needs.”
When the Local Democracy Reporting Service (LDRS) got in touch with TIG Heaven, Ms Ikudaisi said the service had already began implementing a comprehensive improvement plan including improving recruitment and staff record-keeping procedures as well as enhancing training for specialist care needs.
Ms Ikudaisi said: “At TIG Heaven, the safety, dignity, and wellbeing of the people we care for will always be our highest priority.
“We welcome the role of the CQC in holding care providers to high standards, and we are committed to using their feedback to strengthen the services we provide.”
She added: “We remain confident in the dedication and abilities of our staff, whose work makes a positive difference to the lives of the people we support every single day.
“Our commitment to delivering safe, person-centred, and high-quality care remains steadfast, and we will continue to work openly with the CQC, our clients, and their families to demonstrate and evidence this. For us, this is not just about compliance – it is about delivering the care that people deserve and continuing to build on the trust placed in us.”
