The Manor

Updated 4 June 2025

Date of Assessment: 19 June to 17 July 2025. The service is a residential care service providing support to older people and younger adults living with dementia and mental health support needs. This assessment was completed due to the service having an aged rating.

The service environment was not safe. Essential checks of water safety had not been completed, and necessary fire safety improvements had not been made within required timescales. The kitchen area and service grounds were not secure, exposing people to the risk of avoidable harm.

Staff had been recruited safely and most people, relatives and staff felt staffing levels were appropriate to meet people’s needs. Staff managed people’s medicines safely. However, the provider’s approach to learning from safety incidents was not always effective.

While the service promoted a kind, compassionate culture, with people encouraged to be independent and make choices, management and governance arrangements needed to be improved. Audits completed by the registered manager and provider visits had failed to identify the safety concerns found during the inspection.

We found two breaches of regulation relating to safe care and treatment and the governance of the service. We have asked the provider for an action plan in response to the concerns found at this assessment.

Updated 4 June 2025

While the people and relatives we spoke with expressed that they were generally happy with the care being provided, our assessment found elements of care did not meet the expected standards.

People and relatives were happy with the care and support provided and responses to a recent survey issued by the service confirmed a high level of satisfaction. They told us there were always enough staff available to meet people’s needs in a timely way. They described staff as kind and caring and felt staff knew people well. They felt staff were professional and provided safe care which reflected people’s needs, risks and preferences. They told us staff encouraged people to make decisions about their care when they could and involved family members when they were unable to.

While people, relatives and staff told us some activities and excursions took place, some felt there could be more available. They told us the service had a homely, family-type atmosphere. Some relatives felt the environment needed updating. One commented, “Yes, the place needs stuff replacing and changing but the residents are happy, clean and well fed, so that ticks all the right boxes.” People and relatives felt the service was managed well. A relative told us, “Whether I ask about food, health, mental health or anything else, the staff and [registered manager] are on the ball. Any tweaks happen the same day and as a management team they are excellent.”