- Homecare service
Millcroft
Assessment report published 22 January 2026
Contents
Ratings
Our view of the service
Date of Assessment: 17 December to 22 December 2025. This was our first assessment of this service under their new legal entity and included all 5 key questions triggered by our ongoing monitoring of the service.
The service provides personal care services for people living in self-contained flats in an extra care housing scheme. Not everyone who lived in the service received personal care. CQC only inspects 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. The service provides support including for people living with dementia, physical disability, sensory impairment, mental health conditions, and older and younger adults. At the time of our inspection there were 16 people using the service in receipt of support with their personal care.
There was a positive learning culture, where the provider was proactive in seeking feedback and implementing learning to make improvements. People and their relatives knew how to give feedback and were confident the provider took it seriously and acted on it.
People were protected and kept safe from abuse. Staff were happy to raise any safety concerns and felt they would be dealt with properly. There were enough staff in place.
Staff were recruited safely. People were consulted around how they wished their care to be carried out. Staff understood and managed risks related to people’s care. Safe systems were in place to ensure medicines were administered appropriately where required by competent staff.
Staff worked with stakeholders involved in people’s care to promote the best outcomes and safe transitions when people moved between services. The provider made sure staff received mandatory training and was exploring further training to upskill staff in relation to specific medical conditions. Staff cared for people with dignity and respect and promoted their independence. People were treated with kindness and compassion and had a good level of consistency in care staff.
Leaders were visible and supportive, helping staff develop in their roles. There was a registered manager in place at the time of the inspection. Staff felt able to give feedback and were treated equally. Effective audits were in place giving oversight of quality. The provider worked with professionals in the local community to deliver the best possible care.
People's experience of this service
People received good standards of care from staff who knew and understood their needs. People and their relative’s felt people were safe, and staff were caring and kind.
One person said, “I’m very safe-we all are here as I have a team of carer’s that I know” A relative spoke about how staff interacted with their loved one. They said, “Oh yes [person] is [safe] and I think they [staff] care for her needs.”
People felt staff listened to them and were responsive at providing care and meeting their needs. People were involved in their care planning, and relatives felt they were kept informed about their loved ones.