- Homecare service
Crown Mews
Assessment report published 7 July 2026
Contents
Ratings
Our view of the service
Date of assessment: 15 April 2026 to 11 June 2026. Crown Mews provides personal care to people living in a 'supported living' setting, so they can live as independently as possible. 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 inspection 4 people were being supported at the location, all of whom were receiving personal care. We carried out this assessment in response to concerns we had received about the service.
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.
The provider was in the process of embedding a shared vision and strategy, having recognised previous cultural issues and inconsistencies in person-centred care, independence, and choice, at the service. The management team demonstrated a commitment to making improvements and ensuring the service met the principles of ‘right support, right care, right culture.” New audits and oversight processes had been introduced and were beginning to support positive change, although it was too early to fully assess their impact. However, staff felt able to report concerns and were confident the management team would act on issues. Staff felt they were treated equitably and had an inclusive culture.
The provider worked with people and professionals to deliver safe care, with safeguarding processes understood and applied by staff. However, some relatives expressed concerns about the quality of care provided, including staff training and support. This was acknowledged by the management team, with ongoing efforts to strengthen communication and relationships with families. Care plans had been recently reviewed and were detailed and robust. Comprehensive positive behavioural support plans were in place. Risks were identified and the provider ensured the environment was safe and there were effective infection control processes in place. Medicines were managed appropriately.
People's experience of this service
We observed that people appeared relaxed and comfortable in the presence of staff. Staff consistently spoke about individuals in a warm and respectful manner, demonstrating a strong understanding of their support needs. Feedback from relatives was mixed. It was evident that, historically, some relatives had felt unheard, with concerns raised relating to poor communication, limited transparency, and the quality of care delivered. These issues had, over time, contributed to a lack of trust in the service. However, leadership was described as having improved in recent months and was seen to be more open, communicative, and proactive in addressing concerns. One relative commented, “In the past, it’s been questionable whether the service was well-managed, but people seem to be on board now. I have to applaud the progress from where we were to where we are now.”