- Care home
Elliscombe House
Assessment report published 20 May 2026
Contents
Ratings
Our view of the service
Elliscombe House is a care home providing personal and nursing care for up to 35 older people. There were 28 people living at the home when we visited.
The assessment was conducted between 12 March 2026 and 31 March 2026. We visited the home on 18 March 2026 and 31 March 2026. This was a responsive assessment prompted by numerous concerns about the owner and the detrimental effect they were having on the service.
The information shared with us raised serious concerns that key members of the management team may leave. The service would then be without the leadership, oversight and expertise needed to ensure safe, effective, and consistent care.
We found the owner’s behaviour continued to have a disruptive and distressing impact on people, relatives and staff. Staff did not feel safe to speak up about concerns relating to the owner and described feeling criticised, undervalued or fearful of repercussions. We were told, “As a management team, we are completely deflated, unable to work and run the home the way we want to and now working in constant fear.”
Governance systems were inconsistent. Although the on-site management team ran the service well, their good work was undermined by the owner. People currently had compassionate care delivered by a stable staff team, but this was at serious risk due to the owner’s behaviour.
People and relatives told us they felt safe and well cared for. We observed strong relationships, good communication and positive interactions between staff and people. The on-site management team were respected, visible and supportive. Staff valued their leadership and the improvements they had made.
Staff remained committed to delivering high‑quality care and people praised the staff, environment, food, activities and housekeeping. However, the behaviour of the owner, and their lack of learning or improvement from previous concerns meant the service was at risk of decline.
At this assessment, the rating for the well led key question has changed from good to requires improvement. In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward.
This assessment was concluded on 31 March 2026. We were advised by the provider’s legal representatives on 30 April 2026 the owner would no longer have involvement with Elliscombe House whatsoever in terms of its management and operations and would not visit the home. An experienced ‘Nominated Individual’ (a person responsible for supervising the management of the service) had also been appointed to take on the role previously undertaken by the owner.
People's experience of this service
Several people, relatives and staff described the behaviour of the owner as disruptive, rude and insensitive. One relative described the owner’s, “Insensitive behaviour. He has no tact or social skills. He is disruptive. Everyone is on edge when he's in here.” There were many other similar comments from people, relatives and staff members. The owner’s behaviour had adversely affected people’s sense of privacy, dignity, security and wellbeing.
In contrast, people and relatives spoke highly of the in-house management team and the staff team. People’s experience of day‑to‑day care was positive.
People told us they were happy; they felt safe and well cared for. People said staff were kind, patient and attentive. Staff knew them well and supported them in ways that respected their preferences and routines.
Relatives also spoke positively about the quality of care, describing nursing care as “marvellous”. They had confidence in the staff team who were “compassionate and dedicated.” People said they were supported to maintain their independence where possible, with staff checking on them regularly and responding when they asked for assistance.
People told us they were involved in their care and that staff explained things clearly. Relatives said care planning was good, and they valued being able to see updates on the digital care system. People said the home was clean, homely and comfortable. They enjoyed the garden, activities and social opportunities available. People said the food was of a very high standard with good choices available.
Somepeople and relatives raised concerns about staffing levels at certain times of day, particularly when fewer care staff were on duty or when agency staff were used. Some said call bell response times could vary, and a small number of people described longer waits on occasion. This was raised with the on-site management team who would ensure staffing levels met people’s needs going forward. People also shared anxieties about decisions affecting their accommodation.