Hillingdon Council denies it has blacklisted the provider in Hayes, which is rated ‘Good’ by the Care Quality Commission, and claims it just doesn’t need their help
Ashna Luchmun is the Head of Care Services at Parvy Homes, and says it has been unfairly treated by the council(Image: Facundo Arrizabalaga/MyLondon)
A West London care provider claims it has been effectively blacklisted by Hillingdon Council despite providing a service that’s rated ‘Good’ by the healthcare watchdog.
Parvy Homes, based in Hayes, has told the Local Democracy Reporting Service (LDRS) that it believes the council has stopped placing people in its facilities without following due process or providing a proper explanation why – something the council refutes.
Parvy Homes is an independent and family-run organisation. It runs six homes in Hillingdon, including two residential homes. It had worked with Hillingdon Council for almost 20 years, providing residential and supported living care to adults with complex mental health needs. The organisation says this relationship “dramatically” changed in late 2021, when its homes were placed under a Provider Concerns Process (PCP).
A PCP is reserved for serious safeguarding concerns. This process aims to support providers in improving and reducing risk.
In 2021, the organisation was found to have failed to keep correct records of spending on behalf of patients, and failed to follow correct practices around storing medication. The care provider was removed from the PCP in February 2022, following council investigations and improvements within the homes.
Ashna Luchmun, Head of Care Services at Parvy Homes, told the LDRS that this was a lapse due to the heightened stress of the Covid pandemic, which hospitalised the manager of Parvy Homes. She said: “It was really manic during Covid, and with the number of deaths in care homes, our main priority was ensuring resident safety.
“None of our residents were hospitalised, and no one lost their life. We managed really well, which was almost unheard of. Unfortunately, it meant that we did not keep on top of procedure, but the process did what it’s meant to do, and we have improved since.”
The care provider was rated ‘Good’ by the healthcare watchdog in May 2025(Image: Facundo Arrizabalaga/MyLondon)
Parvy Homes has been rated ‘Good’ by the Care Quality Commission (CQC) since 2023, with a ‘Good’ rating reaffirmed as recently as May 2025. The CQC is a regulatory body which oversees health and social care services.
If the CQC has concerns about the care provider, it can place the provider under special measures, or suspend the organisation entirely. Despite the CQC rating, Parvy Homes has not received any new placements from Hillingdon Council since 2021. The home has been under new management for a number of years.
The organisation continues to work closely with other local authorities, including both Hounslow and Ealing councils. Ashna added: “We’ve been told we aren’t on any blacklist, but unofficially we are, we have been excluded from receiving placements.”
Hillingdon Council said: “The council completely refutes the claim that it has ‘blacklisted’ Parvy Homes. Adult Social Care doesn’t have a contract with this provider but will instead spot-purchase places if there is a demand. There hasn’t been a need for this, which is why we have not used Parvy’s services.
“Providers are placed in the Provider Concerns Process where there are concerns over safeguarding and quality of care and this follows careful consideration of all the evidence. The decision to initiate this process is at all times guided by, and in adherence to, policies and procedures set out in the Care Act 2014.
“This is regularly reviewed by the council’s Care Governance Board, which has oversight of care provision in the borough, and Parvy have been provided with frequent updates following these reviews.”
The care provider operates a total of six facilities in the borough(Image: Facundo Arrizabalaga/MyLondon)
Ashna believes a decision by the council to place Parvy Homes into a PCP for a second time in 2024 was unjustified. This PCP is still in place. She argues that the council has misrepresented isolated incidents, failed to verify information, and failed to engage in meaningful attempts to resolve the situation.
The organisation argues that the second PCP used information from anonymous complaints as grounds for its enforcement, despite these complaints being investigated, and closed by the council as they were found to be unsubstantiated. Hillingdon Council maintains that due process was followed at all times.
Following the second PCP, which came before the most recent ‘Good’ rating by the CQC, the council suspended new placements. Parvy Homes remain unclear on why the PCP has not been lifted, or why they have not received new placements.
‘Council officers asked staff where we are from’
Parvy Homes has also raised concerns around the alleged behaviour of Hillingdon Council officers. It says that during a visit by the council, it feels officers behaved inappropriately towards staff, asking questions it believes were asked on the basis of race.
Ashna told the LDRS that the officers asked staff members ‘What country is he [the manager at the time] from? How many children does he have, what are their names?’. She added: “They were asking visa questions, like are they illegally here, are they illegally working? Is there anything weird about the arrangement they have?”
Ashna added: “I would say 95 per cent of our staff are of South Asian descent, and that’s where I think the questions came from… I think yeah [it was a race thing]… it’s like they wanted to find answers to questions that hadn’t been asked.”
Hillingdon Council told the LDRS that no concerns about officer conduct had been brought to their attention. Parvy Homes reiterated to the LDRS that it did flag these concerns to the council, and it claims no action was taken.
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