Chocolate Works Care Village

Updated 25 March 2026

Assessment dates: 2 June to 18 June 2026.

The Chocolate Works Care Village is a care home with nursing which can support up to 102 people. 77 people were living there at the time of the assessment. The premises is within a converted listed building that had a central communal hub for social interaction and activities. The Chocolate Works Care Village is run by two providers: WT UK Opco 4 Limited and Care UK Care Services Limited. Both provider's are responsible for the running and safety of the service.

Care planning was person-centred, with good involvement from people and their relatives, and outcomes were consistently positive, supported by effective partnership working with external professionals.

Leaders had created an open and positive culture with a focus on learning and continuous improvement, supported by governance systems and regular oversight. However, some areas required improvement. People, staff and visiting professionals raised concerns about staffing levels, which impacted call bell response times and people’s experience of timely support. Some inconsistencies were identified in practice, including fire safety compliance, medicine management documentation, and oversight of Deprivation of Liberty Safeguards, although leaders responded promptly to address these issues. Overall, while the service demonstrated strong leadership, a compassionate culture and a commitment to person-centred care, further work was needed to ensure sufficient staffing and to fully embed consistent practice across the service.

Updated 25 March 2026

People living at Chocolate Works Care Village generally described a positive experience and spoke warmly about the care they received. Many people and their relatives highlighted the kindness and compassion of staff, with comments including, “The staff are kind. They are really very kind.” And, “They are very good. I couldn’t fault any of them.” People were observed to be relaxed and comfortable in their environment, and interactions between staff and people were warm, respectful and person-centred.

People felt involved in their care and were supported to maintain independence, choice and control. Care plans reflected people’s preferences and histories, and relatives described positive outcomes, including improved independence. People were able to make everyday choices about their routines and were encouraged to participate in activities within the home and community.

There were opportunities for social engagement, with a varied activities programme that people enjoyed, including group sessions and events in communal areas. Observations showed people smiling, laughing and engaging with staff and activities. Meals were an important part of people’s experience; some people described food positively and appreciated having choices, while others felt the quality was inconsistent.

People told us they generally felt safe and supported, and relatives spoke positively about the leadership and improvements in people’s wellbeing. However, feedback about staffing levels and responsiveness was mixed. Several people reported delays in call bell response times, which sometimes caused discomfort and frustration. One person said, “They do come but you have to wait a while.” These issues impacted people’s experience of timely support.

People and relatives felt able to raise concerns and were confident these would usually be acted upon. Regular meetings and open communication supported involvement in the service. Aspects such as laundry and consistency of some support services required improvement. However, the overall atmosphere was calm, friendly and inclusive, with people benefiting from a caring culture and positive relationships with staff.