Built on the CQC's Five Key Questions
The CQC assesses care providers against five key questions. We have shaped our policies, training, and day-to-day practice around them — because they reflect what good care should look like for the people and families who rely on us.
Protecting people from harm
Robust safeguarding, risk assessments, safe medication practices, and thorough pre-employment checks — including enhanced DBS — so the people we support are protected and secure.
Care that works
Care plans grounded in best practice and current guidance, delivered by trained staff, and reviewed regularly to make sure each person's needs are genuinely met.
Treating people with dignity
Compassion, respect, and kindness in every visit. We support independence, privacy, and the right of every person to be treated as an individual.
Care shaped around the person
Person-centred plans built around each individual's needs, wishes, and routines — and the flexibility to adapt as those needs change.
Leadership that takes responsibility
Clear management, open communication, and a culture of continuous learning. Our Registered Manager leads a team committed to honesty, accountability, and doing the right thing — with systems in place to listen, reflect, and improve.
The standards we hold ourselves to
Quality care depends on getting the fundamentals right, every day. These are the standards built into how we work.
Person-centred care planning
Plans built with each person, reflecting their needs, wishes and routines.
Safe medication support
Clear, recorded medication practices that follow recognised guidance.
Trained, supported staff
Induction and ongoing training aligned to the Care Certificate standards.
Safe recruitment
Enhanced DBS checks, references, and right-to-work verification for every carer.
Dignity & respect
Privacy, independence and choice at the centre of every visit.
Always reachable
A 24/7 on-call line so support is there when families need it.
Safeguarding the people we support
Safeguarding is everyone's responsibility, and it is at the heart of our service. Our staff are trained to recognise and respond to concerns, and we work in partnership with the local safeguarding authority to keep people safe.
Our primary safeguarding partner is the Lambeth Safeguarding Adults Board. If you have a safeguarding concern about someone we support, please contact us straight away — or, in an emergency, always call 999.
Your feedback matters
We welcome feedback from the people we support and their families — it is one of the most important ways we learn and improve. If something isn't right, we want to know, and we will listen.
To share feedback, ask a question, or raise a concern, contact us at info@fazhalnoval.co.uk or call our office. Every concern is taken seriously and handled with care.