You have carried this for a long time. You do not have to carry it alone.”
If you are reading this, you have probably spent years worrying about someone you love. You may have sat in meetings where nobody explained anything. You may have been told you were interfering when you were only trying to help. You may be exhausted.
We cannot undo any of that. But we can tell you plainly how we work, so you know what to expect from us.
The people we support are at the centre of their own support plans, secure in the knowledge that they will be listened to and their views treated with respect. Everyone is given a copy of their support plan, which they sign, in a format they can understand, in line with the Accessible Information Standard.
Support plans are reviewed and evaluated after six weeks, or sooner should the need arise. The review meeting brings everyone involved — family and professionals — together with the person to review what is working well and what needs to change.
A “you said, we did” format for reporting on changes introduced following feedback.
“You said, we did” is published for a reason. Feedback that disappears into a drawer is not feedback — it is a formality. If you tell us something and we change it, you will see it written down.
Our governance structure provides clear lines of accountability in line with Regulation 17 (Good governance). Oversight is delivered through monthly management meetings, quarterly quality and compliance reviews, an annual self-assessment mapped to the CQC Single Assessment Framework quality statements, and regular review of key performance indicators — including safeguarding incidents, medication errors, complaints, staff turnover, training compliance and service user outcomes.
We place importance on, and ensure we meet, all Fundamental Standards set out in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Regulations 9 to 20A), including:
As part of our duty of care to the people we support and to our staff, we ensure that all individuals are protected from the risk of abuse and avoidable harm. From time to time, incidents may occur that need to be raised as a safeguarding concern and investigated by the local authority. When this happens, we inform the local authority, the CQC, the family and the staff, and provide all information requested for the investigation. We do not manage concerns quietly in-house.
Our Registered Manager is the safeguarding officer and has lead responsibility and accountability for ensuring that all safeguarding incidents are raised appropriately with the local authority, and that statutory notifications of abuse are submitted promptly to the CQC.
Anyone can raise a safeguarding concern — the person themselves, a family member, a member of staff, a professional or a member of the public. You do not need to be certain. If something does not feel right, tell us.
To raise a safeguarding issue or request a copy of our Safeguarding Policy, please call 0114 489 4434 or email admin@empoweringgraceliving.co.uk.
First Point, Howden House, 1 Union Street, Sheffield, S1 2SH
Telephone: 0114 273 4908
Out of hours (Emergency Duty Team): 0114 273 4855
Website: www.sheffield.gov.uk/safeguarding-adults
Where we support people outside Sheffield, concerns are raised with the safeguarding team for the relevant local authority. Our Registered Manager will confirm the correct route.
We comply fully with the UK GDPR, the Data Protection Act 2018, the common-law duty of confidentiality and the Caldicott Principles. We are registered with the Information Commissioner’s Office (ICO) and have completed the NHS Data Security and Protection Toolkit. Records are held securely in encrypted digital systems with role-based access controls, audit trails and a retention schedule consistent with the NHS Records Management Code of Practice. Information is shared with other professionals only on the basis of consent, statutory duty or legitimate interest, and everyone is provided with a privacy notice at the point of service delivery.
Our Infection Prevention and Control Policy meets the requirements of the Health and Social Care Act 2008 Code of Practice (the Hygiene Code) and aligns with UK Health Security Agency guidance. A designated IPC Lead oversees implementation, conducts periodic audits and ensures staff receive annual IPC training. We recognise that people with severe mental illness can be at higher risk of poor physical health outcomes, and we support people to access vaccinations, annual health checks and screening programmes as part of our commitment to addressing health inequalities.
We maintain a Business Continuity Plan identifying foreseeable disruptions to service delivery — including staff shortages, IT failure, utility failure, severe weather, public health emergencies and loss of premises — with documented actions to ensure continuity of care. The plan includes an on-call rota for out-of-hours incidents, escalation contacts, arrangements for reciprocal support from trusted local providers, and protocols for timely notification to commissioners, families and CQC. It is reviewed at least annually and tested through desktop scenarios.
We welcome complaints, concerns and comments about the services we deliver and how to improve the quality of the care we provide. Complaints are treated seriously — a complaint is information, and information is how we get better. Please contact the Registered Manager in the first instance on 0114 489 4434. They will listen to all concerns and explain the complaints process. Everyone is given a copy of the complaints procedure at the point of service delivery.
If someone requires help to make a complaint, they will be signposted to advocacy services.
The CQC is the national body that regulates health and social care providers in England. They do not investigate individual concerns but do hold providers to account when complaints are not managed effectively. Telephone: 03000 616161. Email: enquiries@cqc.org.uk
If someone is unhappy with our response to their complaint, they can contact their local authority or the Local Government and Social Care Ombudsman, who resolves complaints about care providers in England. It is a free service, and the ombudsman investigates complaints in a fair and independent way. Telephone: 0300 061 0614, Monday to Friday, 10am until 4pm.
Empowering Grace Living Ltd is a dedicated supported living provider based in the heart of West Yorkshire, specialising in supporting adults aged 18 and over who are living with mental health conditions.
Registered in England and Wales. Company number 14818662.
14 Manderston Chase, Armley Leeds, West Yorkshire LS12 2JX
Mon-Fri: 9:00am - 5:00pm Saturday: Closed Sunday: Closed
Copyright 2026 © Empowering Grace Living Ltd, Registered in England & Wales, Company Reg: 14818662.
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