Housing and Care 21 - Swallowdale provides personal care and support to people who live in specialist 'extra care' housing. 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; this inspection looked at the provision of the personal care service. Housing and Care 21 - Swallowdale has 64 properties. At the time of our visit there were 40 people receiving personal care support.

At our last inspection in May 2017 the service was rated ‘Requires Improvement’. At this inspection, we found the service 'Good'.

The inspection took place on 12 April 2018 and was unannounced and was undertaken by two adult social care inspectors.

There was a registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service and has the legal responsibility for meeting the requirements of the law; as does the provider. 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.

The service people received was safe. There were effective safeguarding systems in place and all staff had received safeguarding training. Staff knew what to do if safeguarding concerns were suspected or witnessed. Safe recruitment procedures ensured unsuitable workers were not employed. Any risks to people's health and welfare were assessed and management plans put in place to reduce or eliminate that risk. There were sufficient numbers of care staff employed to meet people's needs. Where people were supported with their medicines this was done safely. Staff received safe administration of medicines training and their competency to support people properly was reviewed. The staff took appropriate measures to prevent and control any spread of infections.

The service was effective. People's care and support needs were assessed to ensure the supported living environment and care services were appropriate to meet care and support needs. Staff were trained and had regular supervision with the registered manager. People were supported with meal preparation where this had been identified as one of their care and support needs. People were supported to access any health care services they required. People's capacity to make decisions for themselves regarding their care and support was assessed and kept under review. The staff were aware of the principles of the Mental Capacity Act 2005 and understood their roles and responsibilities in supporting people to make their own choices and decisions.

People received a caring service. Staff treated people with kindness, respect and dignity. People were included in making decisions about their care and in planning the care and support they received. People told us staff were helpful and treated them with dignity and respect. Staff supported people to remain as independent as possible. People's care plans detailed information about their likes and dislikes, background, religious needs and required care support.

The service was responsive and each person had a person centred plan of care and support and the staff team were able to provide support flexibly. There was continuity of care as people told us the same staff visited. Feedback was gathered from people regarding their views and experience of the service they received. Information about how to raise a complaint was available to people and people knew who to speak with if they had a concern.

The registered provider had a clear management structure with effective systems and processes to oversee the quality of services and care provided. All staff spoken with told us of their commitment to p

We completed an announced inspection at Housing and Care 21 - Swallowdale on 11 May 2017. This was the first inspection since the service registered with CQC.

Housing & Care 21 – Swallowdale is an extra care service consisting of 66 apartments within the building. There is an office base and care staff provide people with a range of services including; personal care, medicines management and cleaning services. At the time of the inspection 41 people were receiving care and support from the provider.

The service had 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 and associated Regulations about how the service is run.

At this inspection, we identified one regulatory breach. You can see what action we told the provider to take at the back of the full version of the report.

Risks to people's care and support needs had been assessed and records contained information on how to manage the risks associated with people's care. Staff understood their responsibilities of safeguarding people from abuse and could describe how they would recognise the different types of abuse.

Staff told us they received appropriate training and attended supervision meetings to enhance and develop their skills.

The service did not always follow safe recruitment procedures, as the provider did not always obtain the required information about staff. This meant there was a risk that the staff were not suitable.

The service had an available complaints policy and we saw complaints were recorded and outcomes documented. However, not all the people we spoke with believed that their concerns resulted in change.

A variety of audits were carried out but were not always effective in identifying issues.

People using the service and their relatives said staff were kind and helpful and that there was positive communication. People said they were able to make choices and were involved in their day-to-day care decisions.

People were supported to access health and medical support when required.

Staff promoted people's privacy and dignity and people told us they were treated with kindness and respect.