# Housing 21 - Rowan Croft

*Operated by Housing 21.*

Housing 21 - Rowan Croft is a CQC-regulated home-care agency in Newcastle Upon Tyne.

## CQC Ratings

| Key question | Rating |
| --- | --- |
| Overall | Good |
| Safe | Good |
| Effective | Good |
| Caring | Good |
| Responsive | Good |
| Well-led | Good |

Rating published: 30/03/2026

## Practical info

- Postcode: NE12 6HT
- Local authority: North Tyneside
- Region: North East
- City: Newcastle Upon Tyne
- Last CQC check: 30/Mar/2026 - 00:00

## Inspection findings

### caring

- Finding
  - Independence promotion
  - Published: 2021-01-25
- Finding
  - Compassion, dignity and respect
  - Published: 2021-01-25

### effective

- Finding
  - Nutrition and healthcare access
  - Published: 2021-01-25
- Finding
  - Mental Capacity Act / consent
  - Published: 2021-01-25
- Finding
  - Supervision and appraisal
  - Published: 2021-01-25
- Finding
  - Staff training
  - Published: 2021-01-25

### Other

- Finding
  - Evidence: The new manager was actively working to address shortfalls and had introduced improvements including allocated staff breaks.
  - Published: 2021-01-25
- Finding
  - Evidence: A 93% satisfaction score was recorded in the 2015 people's satisfaction survey.
  - Published: 2021-01-25
- Finding
  - Evidence: Complaints were handled appropriately and in a timely manner.
  - Published: 2021-01-25
- Finding
  - Evidence: People were supported to eat and drink sufficiently and to attend healthcare appointments.
  - Published: 2021-01-25
- Finding
  - Evidence: Staff understood the Mental Capacity Act 2005 and obtained consent appropriately.
  - Published: 2021-01-25
- Finding
  - Evidence: Sufficient staff were in place to meet people's needs and appropriate recruitment procedures were followed.
  - Published: 2021-01-25
- Finding
  - Evidence: People were encouraged to remain as independent as possible.
  - Published: 2021-01-25
- Finding
  - Evidence: Staff treated people with compassion, kindness, and respect, and people were not rushed during care.
  - Published: 2021-01-25
- Finding
  - Evidence: People felt safe and staff demonstrated a working knowledge of safeguarding and whistleblowing procedures.
  - Published: 2021-01-25
- **record_keeping** _(minor)_
  - Evidence: Staff did not have any written information [at handover], which meant that there was a possibility of relevant and important information being missed by accident.
  - Published: 2021-01-25
- **care_planning** _(moderate)_
  - Evidence: A small number of people's care plans had not been reviewed recently, including one since May 2014.
  - Published: 2021-01-25
- **care_planning** _(moderate)_
  - Evidence: one person's care records stated they needed to be supported with a shower. The records did not explain how staff would do this or how the person preferred to be showered.
  - Published: 2021-01-25
- **incident_learning** _(moderate)_
  - Evidence: the manager told us that they currently did not keep an accident and incident log to monitor any trends forming.
  - Published: 2021-01-25
- **governance** _(critical)_
  - Evidence: Overall, audits and checks, including those by the manager and the provider, were not robust.
  - Published: 2021-01-25
- **supervision_appraisal** _(critical)_
  - Evidence: One member of care staff reported they had never had an appraisal and another member of care staff said, "I last had it at the beginning of January 2014."
  - Published: 2021-01-25

### responsive

- Finding
  - Complaints handling
  - Published: 2021-01-25
- Finding
  - Person-centred care planning
  - Published: 2021-01-25

### safe

- Finding
  - Staffing levels and recruitment
  - Published: 2021-01-25
- Finding
  - Safeguarding
  - Published: 2021-01-25
- Finding
  - Risk assessments
  - Published: 2021-01-25
- Finding
  - Safe management of medicines
  - Published: 2021-01-25

### well_led

- Finding
  - Staff engagement and management culture
  - Published: 2021-01-25
- Finding
  - Accident and incident monitoring
  - Published: 2021-01-25
- Finding
  - Governance and audit
  - Published: 2021-01-25

## Source

Data published by the [Care Quality Commission](https://www.cqc.org.uk/) under the Open Government Licence v3.0. Canonical page: https://homecarecompass.co.uk/agency/1-1688749283

HomeCare Compass is an independent guide and is not affiliated with the CQC.