- Care home
Tandridge Heights
Assessment report published 9 February 2026
Contents
Ratings
Our view of the service
Assessment date: 7 January 2026
Tandridge Heights Care Home is a service which provides accommodation, nursing and personal care for up to 75 people, some of whom may be living with dementia, physical disabilities and some of whom who may have serious health conditions. At the time of our inspection, 67 people were living in the service.
This inspection was prompted by significant concerns about people’s care and whether people were safeguarded from avoidable harm. Therefore, this inspection consisted of all the quality statements under each of the 5 key questions to enable us to examine those risks.
The inspection has resulted in 2 breaches of regulation in relation to safe care and the governance of the service.
The registered manager was not at the service during our inspection, instead an interim manager and regional director supported us with the visit.
There were insufficient robust governance arrangements within the service which resulted in us finding shortfalls which had not been identified through routine auditing. In addition, management oversight was not always operating effectively and this was reflected through our findings and feedback we received from relatives.
People’s medicines were not managed safely and there were poor infection control practices being carried out by staff. Some aspects of the service posed risks to people and staff deployment required better organisation to ensure people received their care in a safe and timely manner.
Record-keeping improvements were required so management of the service could be assured care was taking place when it should be and in line with a person’s needs and wishes. Further information was needed within guidance staff relied upon in relation to risks relating to some people.
Staff had been impacted by recent safeguarding concerns and told us they felt this had affected staff morale. However, they said they felt supported by management, received enough training and supervision.
Staff worked well with individual external health care professionals and teams to help ensure people received treatment when needed. In addition, the local community were involved in the service giving people new opportunities.
We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
People told us they found staff kind and caring and said they treated them with respect, although some reported having to wait for some time to receive their care. One person told us they could wait for up to half an hour for staff to respond to their call bell and another person was heard complaining that they were still in bed at 11:30 and were waiting for staff to support them to get up. Our observations supported people’s and relatives feedback about staff deployment and availability of staff. People said they enjoyed the activities and they were able to participate in events both inside and outside of the service. People told us they felt safe in staff presence and felt staff were competent in their role. They had the opportunity to see the GP when required and also had access to other health professional appointments. People were given the opportunity to provide their feedback and ideas and they told us they felt listened to. Some people said they felt living at Tandridge Heights had resulted in a better quality of life for them.