Netherclay House

Updated 20 January 2026

The assessment of Netherclay House took place between 5 February and 27 February 2026. We visited the home on the 11 and 19 February 2026.

Netherclay House is a residential care home providing personal care to older people, including those living with dementia. This is the first assessment for this service since the new provider was registered 9 January 2026. The assessment focused on whether the service under the new provider provided safe, effective, caring, responsive and well‑led care.

People experienced a clean, calm and welcoming environment, with relatives consistently describing the home as “Spotless” and noting there were “Always staff about” when visiting. Staff knew people well, and care was delivered with dignity, respect and kindness. One relative told us, “You can’t fault them at Netherclay,” while another said, “Staff are very kind, nothing is too much trouble.”

The new provider had strengthened governance systems at the home, with clearer delegation, increased clinical oversight and more consistent auditing. Staff reported feeling more supported, communication had improved, and morale was noticeably higher. The introduction of a new electronic care system was progressing well and expected to further improve monitoring and record‑keeping. Relatives reflected positively on the management team, describing the registered manager as “Brilliant… always on everything.”

Care delivery was responsive to people’s changing needs. Risk assessments were updated, and staffing levels had been increased, which had helped reduce falls. People received timely access to healthcare support and relatives told us they were kept informed about any changes, with one commenting, “If anything happens, they are straight on the phone.”

The home offered a varied programme of activities, and people who chose not to join group activities were supported individually. Dining experiences were positive, with people consistently praising the quality of food. One person described the meals as “11 out of 10.”

The staff team were positive about the direction of the service under the new provider and felt the changes being made were, “The right changes.”

Updated 20 January 2026

People and relatives consistently told us they felt the home was safe, welcoming and well‑run. People felt staff knew them well and supported them with kindness and patience. Relatives repeatedly described the home as clean and free from odours, with one relative saying it was “Always spotless” and another noting they had, “Never gone there and smelt food, cooking or wee.” People said staff responded promptly when support was needed, and relatives valued that staff kept them updated about any changes in their family member’s health. Relatives told us communication was strong and they were involved in reviews and updates. Several said staff contacted them “Straightaway” if anything happened, and one relative commented, “I absolutely get told everything.” People had access to healthcare when needed, and relatives confirmed staff took prompt action when concerns arose. People described staff as caring and respectful and they treated people with dignity, knocked before entering rooms, and took time to speak kindly. One relative said staff had, “The patience of saints,” while another told us, “They always speak to her respectfully and are all so kind.” Relatives felt people were supported to maintain their appearance, with hairdressing and personal care provided in ways that maintained dignity. People were supported to take part in activities that interested them. Some chose not to join activities, but relatives felt this was respected. Those who did participate enjoyed regular entertainment, with one relative sharing that at Christmas, “All the residents had a good time” and another describing the home’s events as varied and enjoyable. Relatives spoke positively about the leadership of the home. The registered manager was described as approachable, “On the ball” and quick to address concerns. People and relatives told us they felt confident raising issues, and that staff were responsive. One relative said, “You can’t fault them at Netherclay,” while another described the home as “Improving steadily” with ongoing developments that were communicated clearly to families. Overall, people experienced compassionate, person‑centred care from staff who knew them well. Relatives consistently told us they were reassured their family members were safe, comfortable and well cared for.