- Care home
Norwood House
Assessment report published 16 February 2026
Contents
Ratings
Our view of the service
Date of assessment: 25 and 26 November 2025.
Norwood House is a residential care service for older people, some of whom were living with dementia. The service also supported individuals with mental health needs and learning disabilities. We assessed the service against Right Support, Right Care, Right Culture guidance to evaluate how people were enabled to live with dignity, independence, and access to community life. The service is registered to support up to 20 people, at the time of the inspection 15 people received a service.
People and relatives generally felt safe and supported, and medicines were managed well. People said they could make day-to-day choices and access healthcare services.
However, care did not consistently meet expected standards. Environmental cleanliness and maintenance were poor, with stained carpets, rusty radiator covers, worn furnishings, and odours. Governance systems were reactive, meaning actions such as deep cleaning and electrical ‘Portable Appliance Testing’ occurred only after feedback. Care plans and hospital passports lacked essential details about people’s individual needs, limiting safe transitions and personalised support.
We observed personal behaviours that were challenging for staff and other residents dating back to June 2025. Staff were not consistently trained in Positive Behaviour Support (PBS). Care plans and risk assessments lacked detailed guidance for staff to follow, increasing the risk of harm. Activities were limited, individual goals and aspirations overdue, and end-of-life planning and some consent records incomplete. These shortfalls meant care was not consistently safe, responsive, or well-led.
People with a learning disability or autistic people were not fully supported in line with Right Support, Right Care, Right Culture. Missing information, including personal details and PBS strategies which reduced opportunities for person-centred care. The provider acted on immediate risks following feedback.
We found breaches of regulations relating to safe care and treatment, premises and equipment, governance, and we found the service was operating outside its scope of CQC registration with an outdated statement of purpose.
We have asked the provider for an action plan in response to the concerns found at this assessment.
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.
People's experience of this service
People and relatives told us they generally felt safe and well supported. They described staff as kind, approachable, and helpful, with comments such as “Staff are excellent, always helpful” and “It’s like a hotel.” People said meals were good with choices available, and they could make everyday decisions, including going out independently or with support. Families valued continuity from a core team who knew people well, appreciated regular communication, and felt involved in reviews. People said staff listened to their ideas, helped with problems, and made them feel happy and cared for.
People were supported to access healthcare services. For example, GP, optician, and chiropody appointments. However, activities were sometimes limited, and communal living experiences were disrupted when incidents occurred.