Cross House

Updated 20 May 2026

Date of assessment was 9 June to 16 June 2026. This assessment was announced the day before we visited due to the size of the service and to ensure someone would be available to let us into the office to complete the assessment. Cross House, which is also known as Headzpace, provides personal care and support to children and young adults in their own homes within the community. Many of the young people they support are living with a learning disability, autism, or both, and/or mental health needs. Not everyone who used the service received personal care. CQC only assess where people receive personal care.

At the time of our assessment, there were 12 people using the service. However, only 2 people were receiving the regulated activity of personal care. We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

Cross House was last rated requires improvement (published 30 December 2025). This assessment was a focussed assessment. Theproviderwas previously in breach of the legal regulation in relation to good governance and safeguarding service users from abuse and improper treatment. Improvements were found at this assessment, and theproviderwas no longer in breach of these regulations. This service has been in Special Measures since 5 June 2025. The provider demonstrated improvements that have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures

There was no CQC registered manager, however an application to the CQC had been made. The service was delivering care to children in unregistered children’s homes. Leaders were aware of this and had an application with CQC for care homes and in with the informed Office for Standards in Education, Children's Services and Skills (Ofsted) for these packages and the funding local authority were aware. Improvements had been made to governance systems which now provided the management team with clearer oversight of the service. A range of new polices and auditing systems had been introduced and overall embedded into the service. Medicines were now managed safely. The provider had followed the Mental Capacity Act for people who were deemed to lack capacity. Improvements had been to people’s health checks, records showed people were supported to have their regular checks such as annual health reviews. The provider supported people to ensure required environmental checks had been completed. Accident and incidents were recorded, investigated and reviewed. Improvements had been made in reporting incidents to CQC. However, we found the provider needed to fully embed their safeguarding policy and ensure all incidents that meet the threshold of reporting to the local authority safeguarding team are reported.

Updated 20 May 2026

People were not able to tell us about the care and support they received, so we obtained views of care from relatives. We were told that people were supported by a consistent staff team that knew their loved ones well.

Relatives told us they had seen improvements since our last assessment. One relative told us, “Yes, I’ve seen improvements with management. There are still a lot of them, but it is more structured. I know who I can go to now, [director] with any problems. I’ve also got [staff member] in the house. It’s made a big difference because if I’ve got concerns, I know who to contact.”

Relatives told us incident management had improved, one relative told us. “I had a concern when [person] had scratches, I spoke to staff who didn’t know and then I told [manager] who looked into it properly and raised a safeguarding, whereas before no followed up my concerns, it’s more reassuring.”

Relatives told us systems and processes were in place now. One relative told us, “When I pick [person] up for his visit home I’ve noticed I’ve got more things to sign. When the medication was originally handed over, I never did anything, now we sign. We have to sign the visitors book as well and it seems they’re more hot on it. This is a big improvement.”

All feedback showed that relative felt their loved ones were safe and well cared for. One relative told us, “Yeah, 100% [person] is safe. He’s happy, I can get in touch with [staff] whenever, we’ve got a group chat, and we talk all day every day. I’ll get his lunch pictures. Days out, Birmingham, Leicester, Wales. They ‘ll say if they’ve had to change plans. They’ll say what mood their in.”