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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197609632
Report Date: 11/06/2025
Date Signed: 11/06/2025 03:24:15 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
This is an official report of an unannounced visit/investigation of a complaint received in our office on
10/30/2025 and conducted by Evaluator Martha Arroyo
COMPLAINT CONTROL NUMBER: 29-AS-20251030123659
FACILITY NAME:RESERVE AT THOUSAND OAKS, THEFACILITY NUMBER:
197609632
ADMINISTRATOR:SPENCER, ELIZABETHFACILITY TYPE:
740
ADDRESS:3575 N. MOORPARK ROADTELEPHONE:
(805) 492-2471
CITY:THOUSAND OAKSSTATE: CAZIP CODE:
91360
CAPACITY:170CENSUS: 136DATE:
11/06/2025
UNANNOUNCEDTIME BEGAN:
12:35 PM
MET WITH:Elizabeth SpencerTIME COMPLETED:
03:30 PM
ALLEGATION(S):
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Staff did not ensure that the facility kitchen was kept free of rodents.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA), Martha Arroyo conducted an initial complaint investigation visit for the above allegation. Upon arrival, the LPA met with Executive Director (ED), Elizabeth Spencer and explained the reason for the visit. Entrance interview.

During today's visit, between 12:45 p.m. and 02:10 p.m., the LPA conducted a plant tour, observed the kitchen / food service area, conducted interviews with five staff, and obtained copies of pertinent documents relevant to the investigation.

Report Continued on LIC 9099C...
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Martha Arroyo
LICENSING EVALUATOR SIGNATURE:

DATE: 11/06/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/06/2025
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 1 of 2
Control Number 29-AS-20251030123659
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
FACILITY NAME: RESERVE AT THOUSAND OAKS, THE
FACILITY NUMBER: 197609632
VISIT DATE: 11/06/2025
NARRATIVE
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Report Continued from LIC 9099...

It was alleged that staff did not ensure that the facility kitchen was kept free of rodents. It is the complainant’s concern that rodents have been observed near the kitchen area. During today’s visit, the LPA, along with the ED, toured the kitchen and food service areas. The LPA observed multiple rodent boxes and traps set in place. Record review and interviews conducted revealed that the facility has been receiving monthly pest control services from Pacific Exterminator and that additional rodent control services were initiated as soon as a potential rodent issue was identified. Interviews with kitchen staff indicated that although the pest control company visits several times a week to inspect and replace traps, staff have never personally observed any rodents. Additionally, staff also confirmed that the pest control company consistently inspects and replaces the rodent boxes and traps. Further record review and interviews conducted revealed that the facility has also contracted Ventura Pest Control to provide supplementary services in the meantime. Moreover, staff reported that no residents have expressed any concerns or reported rodent sightings anywhere in the facility. Additionally, the facility has consistently taken measures to ensure that the kitchen remains free of rodents. Based on the information obtained and reviewed, although the allegation may be valid, the Department has insufficient evidence to support allegation "staff did not ensure that the facility kitchen was kept free of rodents". Therefore, this allegation is being deemed Unsubstantiated at this time.

Exit interview. A copy of the report was provided.

SUPERVISORS NAME: Desaree Perera
LICENSING EVALUATOR NAME: Martha Arroyo
LICENSING EVALUATOR SIGNATURE:

DATE: 11/06/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/06/2025
LIC9099 (FAS) - (06/04)
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