A South London care home has received the worst possible rating after a resident’s family told the inspector they thought record-keeping at the service was “appalling”.

Rowena House Limited in Beckenham, Bromley borough, has been rated ‘inadequate’ by the Care Quality Commission in a report published on September 19.

The report criticised the home’s management of records, saying there were no recruitment records in place for the acting manager at the time of the inspection.

It was also reported that records of staff meetings and actions taken to reduce risks from accidents were unavailable.

The inspector said in their report: “Records related to the management and oversight of the service were disorganised and some could not be located, such as an accident book and staff training records. A relative commented, ‘I am not sure if this home is well managed. Their record keeping skills are appalling.’”

The report also found fault with the care home’s handling of complaints.

Despite the provider reportedly telling inspectors that they did not hide anything and intended to act in a transparent way, the report found leaders did not always act in line with the duty of candour.

The inspector added: “We found that an allegation of theft that was made directly to the provider was not referred onto the local authority’s safeguarding team or the [Care Quality Commission]. A relative commented, ‘The provider did not take me reporting stolen property seriously. The police were not informed.'”

However, staff members reportedly told inspectors that the provider is always present and is very helpful. Residents were also said to have been very happy with the food and service provided at the home, which one relative described as “very caring”.

The report said: “A staff member told us, ‘I am very happy to work here. The managers always support us, and I like caring for people.’”

The care home reportedly looks after up to 22 people aged 65 and over, with five people receiving support at the time of the inspection.

The service has been in special measures since January this year after it was rated ‘Inadequate’ in its previous inspection.

Rowena House Limited was approached by the Local Democracy Reporting Service but declined to comment on the report.