The Willows

Updated 26 May 2026

Date of inspection 09 June to 23 June 2026.

The Willows is a residential care home providing personal care for up to 32 people. The service provides support to older and younger adults some of whom are living with dementia. At the time of our inspection 19 people were living at the home and 1 person was in hospital.

The last rating for this service was requires improvement (report published 28 January 2026), and we identified 2 breaches of the legal regulations. We undertook this inspection to see if improvements had been made to the safety and quality of the service.

At this inspection, the service remained in breach of the legal regulations in relation to governance of the service and safe care and treatment. This was the 9th consecutive inspection we have found the service was not meeting the requirements of the regulations, with a continued breach of regulation 17 (good governance) and a second consecutive breach of regulation 12 (safe care and treatment).

Some improvements had been made, including a cleaner environment, however some concerns remained. There were gaps in risk management, staff training and competency, and medicines management, alongside environmental and safety issues.

Staff demonstrated a good understanding of how to promote privacy and dignity and spoke positively about the relationships they had built with people, which was supported by feedback from relatives and professionals who noted improved interactions. Staff felt well supported and person-centred care planning had improved. However, care planning for behaviours of distress lacked detail, and there was a reliance on medication rather than proactive strategies.

Governance systems were not consistently effective and failed to identify key issues found during inspection. A new manager was in post and improvements made by them were not yet fully embedded. However, the provider and manager promoted an open culture, sought feedback from staff, and supported them to raise concerns. Staff felt well supported, and partnership working with external professionals was generally positive, with appropriate referrals made and people able to access healthcare services.

Updated 26 May 2026

Overall, feedback from people using the service was largely positive, with many describing staff as kind, friendly and attentive. People felt staff knew them well and respected their preferences, and several said they felt comfortable raising concerns if needed. People had positive relationships with staff, with some describing staff as “like friends” and praising the homely environment, good food, and responsive care.

People felt there had been improvements made to the provision of activities, but more work could be done to ensure people had access to things they enjoyed doing.

People told us they felt safe at The Willows and had noted improvements made to the service. Relatives shared the same view and were complimentary of the provider and new manager telling us the home was well managed now.