All inspections: Extra Care Service - Care Quality Commission

The provider delivers personalised, person‑centred care designed to support individuals to remain safe, well, and as independent as possible. At the time of our assessment, the provider was supporting 51 people with regulated activities. The service provides care and support to adults over the age of 55 living in extra care housing across 3 sites, Woodview, Cardinal Court and Rossfield Manor.

The provider supported adults aged under and over 65 years with personal care needs and mental health conditions.

We carried out this assessment on 19 October 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.

The provider had systems in place to monitor the quality and safety of the service, including medicine audits, care plan audits and staff competency assessments.

Staff understood their responsibilities for keeping people safe. They knew how to recognise, report and escalate safeguarding concerns and described involving people appropriately. Staff felt able to raise concerns and understood how to escalate these externally when required. Staff also demonstrated awareness of risk assessments and the importance of supporting people to maintain their independence.

There was evidence of learning following incidents. Risk assessments were reviewed following falls, and medicine incidents were followed up through management review, reflective learning, additional training and competency assessments where required. Team meetings were used to reinforce expectations around incident reporting, medicines management, following support plans and accurate person-centred recording.

The provider’s governance systems had identified areas requiring further improvement. This included the quality of communication records and ensuring records clearly reflected the support provided and what people could do independently. Staff were reminded to read people’s support plans, complete incident reports within required timescales and maintain accurate medicine administration records.

Overall, systems for oversight, monitoring and learning were in place and being used to identify areas for improvement.

The inspection took place on 9 and 16 October 2018 and was announced.

At the time of our inspection there were 78 people using the service. The support was given to people living across three sites with short hold tenancy agreements in place. This meant people were living in their own homes.

Extra Care Service is a domiciliary care agency. It provides personal care to people living in their own houses and flats and specialist housing. It provides a service to older adults and younger disabled adults.

CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

The service has a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At our last inspection March 2016, the service was rated Good overall. We found the evidence continued to support the rating of Good overall. There was no evidence or information from our inspection and ongoing monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

People received a service which was safe. We saw that staff understood how to keep people safe and knew how to report any concerns. Risk assessments had been completed to cover all aspects of people’s care, including whilst outside their home. The staff were consistent and the appropriate recruitment checks had been completed. Staff knew how to handle medicine safety and to reduce the risks of infection.

Staff had received training for their role. This involved a range of courses and the latest guidance on specific conditions. When people received support with meals this was done through choice and dietary needs. Health care was monitored and people were supported in this area. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff had established positive relationships with people and this was supported by having consistent staff. Respect and dignity had been maintained along with supporting people to remain as independent as they were able to be.

There was a responsive approach to people’s needs. The hours of support were flexible to meet the needs on a week by week basis. The care plans were detailed and included information in relation to people’s equality needs and information access. Complaints had been documented and investigated and people felt able to raise any concerns.

The service was supported by a registered manager who understood the regulations and ensured we received notifications and information in relation to these. People had been given the opportunity to reflect on the service they received and to support improvements driving forward. Regular audits had been carried out in relation to the care plans and medicines management. Staff felt supported and enjoyed working for this provider. Partnerships had been established to support the needs of peoples making the links with health and social care professionals.

The inspection took place on 08 March 2016 and was unannounced. We carried out an inspection in May 2014, where we found the provider was meeting all the regulations we inspected.

Woodview Extra Care Housing is registered for the regulated activity of providing personal care. Care and support was provided to people in their own flats within a purpose built housing complex in the Swarcliffe area of Leeds.

The service had a registered manager at the time of the inspection, however; they were no longer in day to day control. There was a new manager in post who had worked at the service for approximately four weeks. The manager was supported by an assistant manager who was also new to the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

We found people were cared for, or supported by, sufficient numbers of suitably qualified and experienced staff. Robust recruitment procedures were in place to make sure suitable staff worked with people who used the service. Staff received the training and support required to meet people’s needs.

Staff had a good understanding and knowledge of safeguarding procedures and were clear about the actions they would take to protect people they supported. People told us they felt safe with staff and we saw there were systems and processes in place to protect people from the risk of harm. People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines safely.

Managers and staff understood the requirements of the Mental Capacity Act 2005. The care plans we looked at contained mental capacity assessments where appropriate. There was opportunity for people to be involved in a range of activities within the service or the local community if they wished.

Care and support plans were sufficiently detailed and provided an accurate description of people's care and support needs. People were supported with their nutritional and hydration needs and had access to a range of healthcare services.

Staff understood people's needs and provided care and support accordingly. Staff had a good relationship and rapport with the people they supported. Staff were aware and knew how to respect people’s privacy and dignity.

The service had good management and leadership. There was an effective system in place to respond to complaints and concerns. Effective systems were in place which ensured people received safe quality care. People had opportunity to comment on the quality of service and influence service delivery.

Woodview Extra Care Housing is registered for the regulated activity of providing personal care. The extra care housing service means that people live in their own flats within a purpose built housing complex. This is in the Swarcliffe area of Leeds. Care and support is provided to people in their own homes but not all the people who live at the service receive personal care. At the time of our inspection 28 people were receiving personal care and support from the service. Staff worked at the service 24 hours a day. There was parking to the front of the building and garden area to the rear of the property. There were several communal areas where people could socialise which included a café, hairdressers and a gym.

At the time of our inspection the service had a registered manager in post.

Below is a summary of what we found. The summary is based on looking at records and from speaking with people who used the service in their own flats, relatives and staff.

People told us they were happy living in their own flat and they felt safe. People who used the service and their families had contributed their opinions and preferences in relation to how support was delivered. We found that people were involved in most decisions about the care and support they received. We spoke with staff and saw they understood people’s care and support needs.

People who used the service and people who mattered to them, such as family and friends, had been encouraged to make their views known about their care. They had contributed to their assessments and support plans about how they should be given care and support. People’s support plans had a level of information about how each person should be supported to make sure their needs were met. People told us they received the care and support they needed. One healthcare professional who regularly visited the service told us they thought the service was effective in meeting people’s needs.

We were told people’s privacy and dignity was respected when staff supported people with their personal support needs.

We found people were cared for, or supported by, sufficient numbers of suitably qualified, skilled and experienced staff. Robust recruitment and selection procedures were in place and appropriate checks had been undertaken before staff began work. This included obtaining references from previous employers to show staff employed were safe to work with vulnerable people.

People were supported to maintain good health and have access to healthcare services. The service worked effectively with healthcare professionals and was pro-active in referring people for treatment and diagnosis.

The manager told us they were confident that all the staff had a good understanding of the Mental Capacity Act 2005 and knew the correct procedures to follow to ensure people’s rights were protected. People’s choices and decisions were respected. Mental Capacity Act 2005 is law protecting people who are unable to make decisions for themselves. We did not observe any restrictions of people’s liberty during the inspection. People told us their freedom was not restricted.

Everyone we spoke to said they would be confident to make a complaint, should this be required. Staff members told us that they would support people if they wanted to complain. We found the service learnt from any complaints made and investigations were thorough and objective.

The provider had systems in place to assess and monitor the quality of the service. People had a chance to say what they thought about the service and the feedback gave the provider an opportunity for learning or improvement. A tenants committee for people who lived at the service was in place and was attended by some people who used the service on the day of our inspection. People spoke positively about this.

The service promoted a positive culture that was open and included people. People spoke positively about the approach of staff and the manager. Staff were aware of their roles and responsibilities.

Care and support was provided to people in their own flats within a purpose built extra care housing complex. People we spoke with were satisfied and positive about the care and support they received.

Records we saw confirmed Woodview Extra Care Housing had effective recruitment and selection policies in place which ensured staff members were of good character and had the required skills to perform their work.

We spoke with eight people who used the service and they said they were happy with the care and support they received. People told us they were well looked after. One person said, 'I like living here, the staff are very nice.' Another person said, 'I love my flat and it's good to know staff are on hand.' We saw people had been involved in making decisions about the care and support they received. People had been asked to sign records to consent to the care and support planned.

People were cared for, or supported by, suitably qualified, skilled and experienced staff. We observed staff supporting people who used the service and saw good care being provided. Staff knew the people they were supporting very well. People who used the service seemed comfortable with the members of staff who were supporting them. Staff told us people received very good care and support.

People told us they could contact the manager or staff at the service if they needed to discuss anything. People said they had the opportunity to talk about their opinions of the service during reviews.

People had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.

We found people were treated with dignity and respect and received care that met their needs.

People we spoke with were very positive about the quality of the care they received. Comments included 'Carers are lovely', 'Like living here' and 'Staff are very good.'

People told us that they knew who to contact and that the staff were well trained and knowledgeable about their care needs. People told us that they would be listened to and that action would be taken if they had a concern.

We looked at compliments received from relatives and comments included 'Wonderful care you gave our dad' and 'The support has been fantastic and reassuring.'

Extra Care Service

All Inspections

During an assessment under our new approach

9 October 2018

During a routine inspection

8 March 2016

During a routine inspection

13/05/2014

During a routine inspection

28 October 2013

During a routine inspection

18 July 2012

During a routine inspection