When a supported living provider was issued a Section 31 notice under the Health and Social Care Act 2008, Choice Support was asked to step in and provide temporary oversight for seven people receiving regulated support. The situation required an immediate, coordinated response to ensure people were safe, supported, and reassured.
This was more than a crisis intervention – it was a demonstration of what happens when trusted providers work in partnership with commissioners, people supported, and their families to uphold quality, dignity, and continuity of support.
A rapid, values-led response
Choice Support quickly implemented management oversight, ensuring safety and stability from day one. Our approach included:
- Focusing on building connection and trust to offer reassurance by people impacted.
- Deploying experienced staff to oversee regulated activity and work alongside existing teams.
- Supporting staff to improve practice, with guidance on safeguarding, support planning, and risk management.
- Introducing new processes and structures, including comprehensive training.
- Conducting quality audits and addressing concerns immediately.
- Working with local learning disability teams to review and update support plans.
After carrying out due diligence on housing arrangements, staffing, and employment status, all existing staff were provided the opportunity to join Choice Support. Using the 2025/26 Learning Disability & Autism Supported Living Costing Tool, developed through More Than a Provider, we re-costed support to ensure transparency and sustainability and provided cost savings to the commissioning team.
Minimising disruption, maximising collaboration
Throughout the transition, we prioritised open communication and shared problem-solving. Weekly meetings with key stakeholders helped maintain clarity, address challenges, and ensure that people, families, and staff were kept informed, in charge of decisions, and supported.
We provided accurate, up-to-date information to regulators, quality assurance teams, and health and social care professionals, helping to build trust and confidence in the process.
A sustainable future starts with strong local relationships
This project highlights what’s possible when providers are deeply committed to the communities they serve. By acting quickly, working collaboratively, and prioritising people’s wellbeing, we helped prevent a breakdown in support and avoided further crisis.
At Choice Support, and through our work with More Than a Provider partners, we believe that market sustainability depends on trusted relationships, shared values, and a long-term commitment to quality. When providers are embedded in local communities and work alongside people, families, and professionals, they don’t just respond to challenges – they help prevent them.