- Care home
Crescent House
Assessment report published 4 March 2026
Contents
Ratings
Our view of the service
The onsite assessment took place on 17 and 18 September 2025. We reviewed documents and had follow-up contact with the provider, completing the assessment on 15 October 2025.
Crescent House is a care home providing accommodation and personal care for up to 40 people, including those living with dementia, physical disabilities and sensory impairments. At the time of the inspection, 34 people were living at the home.
People were supported by kind and caring staff who treated them with respect and compassion. The home felt calm and welcoming, and staff worked together to promote people’s comfort and wellbeing. People and relatives said they felt safe and well cared for.
Safeguarding procedures were in place, and staff understood their roles in protecting people from abuse. However, management oversight of safety needed improvement. Some risk assessments, care plans and maintenance checks had not been kept up to date. The provider took prompt action to address these issues and improve monitoring once they were identified.
According to the provider’s dependency tool, staffing levels met the minimum requirement. However, deployment and support arrangements meant people did not always receive care in a consistent or timely way. Staff sometimes had to help with domestic tasks as well as care duties, which reduced time for direct support. New staff received induction and essential training, though some said they would benefit from more guidance. Teamwork and morale were positive.
The environment was clean, comfortable and well maintained. Bedrooms were personalised, and communal areas were homely and accessible. Infection control measures were in place, although audits needed to be more consistent to identify risks early.
People’s health and wellbeing were supported effectively. Staff knew people well and worked closely with healthcare professionals to meet changing needs. Referrals were made quickly, and visiting professionals said communication was good. Meals were adapted to individual needs, and staff encouraged people to eat, drink and stay as independent as possible. People’s cultural and spiritual needs were respected, and they were supported to stay connected with their community.
People and relatives said they were listened to and could raise concerns easily. Feedback was gathered through meetings and informal chats, and most said issues were resolved quickly. Some relatives said communication from management could be better, especially when care or safety measures changed.
Leadership and governance required improvement. There was no registered manager in post at the time of inspection, and management arrangements lacked stability. Audits and quality checks were not always regular or thorough enough to identify risks. The provider was in breach of regulations related to good governance. Systems for monitoring and improving care quality were not used consistently.
The provider was open and responsive during the inspection and took immediate action to strengthen audits, record-keeping and staff supervision. A new manager had been appointed to bring stability and improve governance. Staff said they felt supported and were committed to making improvements.
Overall, people received kind, person-centred care in a safe and comfortable environment. The provider responded positively to feedback and acted quickly to address shortfalls. Although further improvement is needed to ensure governance and leadership systems are firmly embedded, the service showed a strong commitment to ongoing improvement.
People's experience of this service
People and relatives shared mixed feedback about their experiences at the home. Many described staff as kind, friendly and approachable, while others highlighted areas where improvements were needed in communication and timeliness of care. People said they felt safe and comfortable living in the home. Comments included, “Yes, I feel safe… there is always someone around,” and “The staff have been very friendly since the very first. I have never had any reason to raise a concern.” One relative said, “The carers are kind, personable; they have a joke and smile.” Several people and relatives described staff as compassionate and caring. One person told us, “Yes, they are lovely,” and another said, “I like them all, can’t fault any.” A relative said staff were, “Lovely, kind, friendly, very capable and willing to help,” and another added, “They’re gentle and kind, very much about meeting her needs and wishes.” Another family member said, “Staff are great; all very caring and they know the residents well.” People described staff as respectful and attentive to their preferences. Comments included, “Staff are respectful; they know what I can do for myself and what I need help with,” and “They ask what I want to wear and what I would like to do.” One person said, “I can watch TV all day if I want to, it’s up to me.”
People and relatives praised the food and activities. A relative said, “She’s happy, she likes activities and she’s eating well.” One person told us, “It’s not bad at all, I can’t complain, and plenty of drinks through the day.” Another said, “I love when the animals visit,” and, “A performer came to my room just for me and sang Frank Sinatra songs, he was so good.” Relatives said staff were approachable and responsive. One told us, “If I ever have a concern, they sort it out quickly,” while another said staff were “always friendly and open to feedback.” A person’s family member said, “She’s happy and well looked after,” and another told us, “What they’re doing suits her well.” Some relatives shared examples of good health outcomes. One said, “They quickly worked out how best to help him with his support boot… it’s progress,” and another told us, “She’s really perked up since moving here, eating better and getting health checks.” However, not all feedback was positive. A person told us they sometimes waited for help, saying, “It can be 20 minutes or so.” A relative commented that their family member was, “Being left largely to her own devices at the moment.” Some relatives also said they were not always informed of changes to care plans or health concerns as promptly as they would like. Overall, people and relatives said staff were kind, caring and respectful. They felt safe and valued, though some said communication and responsiveness needed improvement to ensure care was always timely and consistently person-centred.