- Homecare service
Housing 21 - Holm Court
Assessment report published 5 June 2026
Contents
Ratings
Our view of the service
Date of inspection: 16 April 2026. We visited the service on 16 April 2026. Housing 21 Holm Court is an extra care housing service where people live in their own flats within the building. The service provides a personal care service to older people, and people living with dementia, mental health, sensory impairment, and physical disability. Not everyone who used the service received personal care. CQC onlyinspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of our inspection there were 26 people using the personal care regulated activity. The service is also registered to provide the regulated activity of supported living, there were no people using this regulated activity.
This comprehensive inspection was prompted by a review of the information we held about this service, including the length of time since the last rating. The last inspection report for this service was published 1 November 2017, and the service was rated good. At this inspection, the rating had changed to outstanding.
We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the statutory guidance which supports CQC to make assessments and judgements about services providing support to people with a learning disability and/or autistic people. We considered this guidance as there were people using the service who have a learning disability and or who are autistic. We found people consistently received care and support in accordance with the principles of this guidance.
There was a strong emphasis on providing people with an extremely caring service where their privacy, independence, choice and dignity were promoted and met. Staff treated people with kindness and compassion which had a positive impact on people’s wellbeing. Staff were very knowledgeable about people and were committed to ensure their individual and diverse needs and preferences were met, which led to positive outcomes. Staff continuously sought and acted on people’s choices regarding their care, and these choices were valued. The provider supported staff wellbeing extremely well, which demonstrated they were valued. As a result, staff worked well as a team to ensure people’s needs were met in a caring and compassionate way.
The management and staff were passionate and committed to providing people with person centred care and ensuring people had an excellent quality of life. There were numerous ways people could provide feedback about their care, and their comments were always valued and used to drive continuous improvement.
Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and extremely supportive, helping staff develop in their roles. Staff understood their roles and responsibilities in providing excellent quality care. Managers worked with the local community to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement.
The provider had a learning culture and people could raise concerns. Managers investigated incidents and measures put in place to reduce them happening again. Systems were in place to reduce risks of abuse and avoidable harm. Staffing levels were kept under review and staff received training relevant to their role. There were enough care workers to provide the planned care visits to people. Where people required support with their medicines this was provided safely.
People were involved in assessments of their needs, and these were used to inform care plans, which were kept under review. Staff worked with agencies involved in people’s care for the best outcomes and smooth transitions when moving services. Staff supported people, where required, to support healthy living. Where people required support with their nutrition and hydration, this was provided. Staff made sure people understood their care and treatment to enable them to give informed consent.
People's experience of this service
We spoke with five people who used the service and received electronic feedback from five relatives.
Without exception, people and relatives were overwhelmingly positive about the quality of their care and the kindness and compassion they received from all staff, including the registered manager. A person told us, “I am very happy here, all of the staff are so kind.” A relative said, “Throughout [family member’s] stay at Holm Court [family member] received excellent care and attention. All staff were truly excellent and new staff that came in were dedicated and received good training.” Another relative said, “I would not hesitate to recommend Holm Court to others, a well led place that is welcoming to all.”
People were fully involved in planning their care and had control over their own lives. People received high quality care from knowledgeable staff who knew them well and treated them as individuals.
People and relatives felt able to complain and were confident action would be taken and improvements would be made. They confirmed they were kept updated by staff and the management team.
People and relatives knew staff and leaders well and spoke very positively about them and how they were caring, listened to what they said and were available when needed. People told us the registered manager was supportive, and they could speak with them when they needed to. During our observations, we saw people chatting to and laughing with the registered manager. A relative described the registered manager as, “Very approachable, caring and helpful.”