Our current view of the service
Updated
6 January 2026
Date of assessment: 10 February to 17 February 2026.
Housing 21 – Bridlington Branch is a care at home service. It provides personal care to people living in their own homes within an extra care scheme. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing. The service provides support for older and younger people, some of whom may live with dementia, have mental health needs or a physical disability or sensory impairment, or have a learning disability or autistic people. At the time of our visit, 35 people were using the service. Not everyone who used 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.
At the time of the inspection, the location did not provide support for anyone with a learning disability or an autistic person. However, we assessed the care provision under Right Support, Right Care, Right Culture, 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, as it is registered as a specialist service for this population group.
Right Support: People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests. The policies and systems in the service supported this practice. People were made to feel safe by staff who were trained to recognise and respond to concerns of abuse and who managed people's risks in a safe way. Medicines were managed safely. People generally received consistent support from a staff team who were punctual and knew people well. Care plans were very detailed and gave staff the information they needed to be able to support people in the most effective way possible.
Right Care: There were enough staff available to meet people's needs. Staff worked well with other agencies to ensure people received consistent and timely support.
Right Culture: Systems were in place to identify when things went wrong and learning was adopted to prevent future occurrences. The registered manager promoted an open culture where staff felt valued and proud to work at the service. The provider and registered manager worked well with other agencies and organisations to improve the quality of care people received.
People's experience of the service
Updated
6 January 2026
People described mixed experiences of the service. Most people told us staff were kind, supportive and worked hard to meet their needs. However, other people and relatives said care could be inconsistent. People told us they felt safe and were comfortable with the staff who supported them. One person said, “I feel safe and sound with the carers.” A relative told us, “My relative definitely feels safe from risks with these carers.” However, some people and relatives were less assured. Comments included, “I think the care is hit and miss” and “I do not know if [Name] feels safe with the carers.”
People described staff as professional, caring and attentive. They described staff as having “good personalities”, being “approachable and friendly”, and often taking time to chat when possible. One person told us, “The carers show a lot of professionalism, and they work very well together.” Another person said, “The carers are really open and willing to listen.” A relative explained, “They (staff) take care of all [Name’s] personal needs very well.” However, some people raised concerns about punctuality, rushed visits and inconsistent practice. One person told us, “You do not know when the carers are going to turn up.” Relatives shared positive experiences of staff going above and beyond, including supporting people during hospital stays and helping them to maintain important routines.
People’s involvement in planning their care varied. Some people and relatives were fully engaged in reviews, but several did not know where their care plan was or what it contained. One person said, “I have a care plan, but I am not aware of where it is or what is in it.” Another person said, “I do not know if I have a care plan.”
Staff used creative approaches to support people with communication needs, such as personalised picture based‑based tools for a person living with communication difficulties.
People valued the continuity of staff. Relatives described strong, trusting relationships with the staff team. A relative said, “The continuity works well for us.” Staff told us they felt well supported by managers and worked closely together. People and relatives frequently expressed appreciation for staff efforts, especially when needs became more complex or when people required hospital support.
People were generally positive about staff attitudes. Comments included, “Good personality”, “Approachable and friendly,” and “We can always have a laugh together.” A relative explained, “[Staff] always keep an extra eye on [Name] if they have a low point.” Some relatives shared examples of staff going above usual expectations. One relative explained, “[Staff] made such a huge difference.” They said, “I would recommend in a heartbeat.”