The Manse Residential Care Home

11 South Norwood Hill, South Norwood, London SE25 6AA
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9.6 56 Reviews
  • The Manse Residential Care Home, London
With just 32 residents, and a team devoted to enriching lives, The Manse has a warm, family feel. Providing residential and dementia care, the team also provide respite care breaks.

The team are passionate about supporting their residents to have an active role to play in the running of the home. For example, the home’s resident ambassador helps to interview potential staff and chairs relatives’ and residents’ meetings.

Another resident loves gardening, so the staff take him shopping for seeds, and he and his fellow residents grow their own herbs and vegetables, which they harvest for the chef to use in the kitchen.

This summer (2023) the residents and team had great fun in The Manse Cook Off, where they created their favourite dishes for the rest of the home to try. And mealtimes are a real highlight of the day, with delicious meals created by the chef, and home baking for afternoon tea.

The loved ones of residents are embraced into life in the home, from taking part in day trips out to summer barbecues. One of the residents’ daughters is a personal trainer, so runs gentle exercise classes.

There are so many wonderful activities to enjoy, from animal visits, with everything from miniature ponies, to chicks and rabbits, to regular art classes, run by one of the residents. And their work has even been exhibited at the local art centre, which gives the home free tickets for residents to enjoy performances there.   

The Manse has fabulous connections with so many other community groups, including the Salvation Army, whose volunteers are regular visitors, as are children from the local academy, who treat the residents to sneak previews of their plays.   

The team are always thinking of creative ways to bring joy and laughter to their residents. They recently organised ‘The Manse Has Got Talent’, performing a variety of acts.

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Care Provided by The Manse Residential Care Home

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 33 Service Users
  • Voluntary / Not for Profit Owned
  • Other Care Provided
  • Own GP if required
  • Palliative Care
  • Sheltered Housing

Good to Know

  • Person in charge
  • Nitin Paupiah (Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (31)
    • Couples/Companion Rooms (1)
    • Single Rooms with ensuite Wet Room (3)
  • Care Home Design/Build
    • Purpose Built: No
    • Last Refurbishment: 2011

Funding & Fees Guide for The Manse Residential Care Home

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care from £1,314
    • RESPITE Self-Funded Residential Care from £1,314

  • Our weekly fees are individual to each of our residents and are subject to a pre-admission assessment, which is required to understand the level of care and support needed. Our 2025 weekly care fees for residential care start from £1314 but may be in the region of 30% more*. This depends on your care needs and the type of bedroom that is right for you, from our standard rooms through to our premium bedroom options.


    *If you require more specialist care such as 1-2-1 support, your weekly fee could be higher.
  • (these prices are only a guideline, please contact The Manse Residential Care Home to find out the exact price for your requirements)

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Phone Point in own room
  • Residents Kitchenette
  • Television point in own room
  • Wheelchair Access

The Manse Residential Care Home Reviews (56)

Total of 56, showing 21-40
9.6

The Manse Residential Care Home has a Review Score of 9.6 (9.622) out of 10, based on 28 reviews in the last 2 years. Over all time The Manse Residential Care Home has 56 reviews.

Overall Experience

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Review from V F (Friend of Resident) published on 4 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

A real homely and caring is the Manse Residential Care Home. I have met several conscientious staff who genuinely look after the welfare and well-being of the residents. The manager sees to it that the resident's needs are met.

Reply from Kate Yates, Communications and Content Specialist at The Manse Residential Care Home

Thank you for your kind words, the team at The Manse certainly do everything they can to make it feel like a warm, family home.


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Review from M A (Friend of Resident) published on 4 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My visits to my friend always reassure me that he is living in a very pleasant environment in which residents are not only looked after but also cared for by caring people. He has had some difficult problems of late and this has been very evident. All his friends are so grateful that he is in such good
hands at The Manse.

Reply from Kate Yates, Communications and Content Specialist at The Manse Residential Care Home

Thank you for taking the time to write this lovely review, the staff at The Manse certainly are a very caring and devoted team.


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Review from Mark B (Son of Resident) published on 2 October 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My father has been in The Manse since April 2020 as he has Alzheimer's and apart from an issue caused by the council, not the Manse I am totally satisfied with the care and assistance he receives he is well looked after by the staff in The Manse and has no issues at all recommending this home to anyone.
My father is bed-bound and has been for the last year, it takes three staff to lift him to his chair so I know this is a lot to ask and to be honest he sleeps a lot and always looks comfortable in his bed. The home purchased a bed set and curtains which I know if he could tell me he loves them.

Reply from Kate Yates, Communications and Content Specialist at The Manse Residential Care Home

Thank you for taking the time to write such a positive review, the team at The Manse will be pleased to hear you would recommend the home.


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Review from Elaine G (Daughter of Resident) published on 13 September 2023
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My mum was in this care home for about a year. She had dementia/Alzheimer’s but was able to bathe and feed herself. As her condition worsened she needed help with bathing she began to get frequent UTIs and exhibited confused behaviour. When I visited I found her bed soiled and it hadn’t been changed.
She had not been washed for several days. She was incontinent but wasn’t given adult diapers until I asked for them. In March 2023 she had a fall and bruised her head and side No took her to hospital. I asked for reports which were incomplete I was told she had not been washed as she refused personal care. She was admitted to the hospital with a UTI in May 2023 The home refused to take her back unless the NHS supplied one-to-one care to the home and they refused. Mum was left in hospital for 2 weeks and we had to move her to another home. We paid £5000 per month to a home that advertises dementia care but can’t supply it when the disease progresses and they can’t deal with it.

Reply from Fae Doherty, Senior Marketing Officer at The Manse Residential Care Home

We are deeply saddened to hear you feel this way about your loved one’s experience with us. We are confident in our abilities to care for our residents and their loved ones, and your feedback does not match the standards we are so proud of at The Manse. As a residential care home, once resident needs become greater and require nursing care, the safest and best place for them is within a nursing home. We do however take your feedback seriously and your formal complaint is being dealt with swiftly by our team.


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Review from Audrey M (Ex Family Member) published on 5 September 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The Manse Residential Care Home is excellent. The staff are very kind and caring. The standard of care is first class. The staff go out of their way to help the residents. They are also very considerate to friends and family of all residents. The management is very good and there is great leadership.
I'm very pleased my ex-partner has got a place in this lovely home. It is also very clean and the food is good. Well done to all!

Reply from Fae Doherty, Senior Marketing Officer at The Manse Residential Care Home

Thank you for such a wonderful review - our team at The Manse will really appreciate it. Best wishes.


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Review from T M (Daughter of Resident) published on 4 August 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From beginning to end the service recieved by The Manse as it relates to my father's transition to the home has been exceptional. From the moment the phone was picked up the person-centered care is obvious. The management team have been fantastic in helping me to navigate the transition working with
the local authority at a time of intense pressure. The care home has an authentic and genuine family feel. It is cosy, but the staff are incredible. Though my father has dementia his main word for the home was that the people were kind. I was extremely anxious about moving my father to a care home, visited a few of various costings but was assured that The Manse will cared for him properly and improve his quality of life with compassion.

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Review from Olivia H (Daughter of Resident) published on 16 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Staff are friendly, caring and attentive. The home has a strong sense of community with fun and interactive activities daily. When I was told I had to put him into care, it broke my heart and felt like I was betraying him, but I now feel that this move was the best move for him and he is now making
vast improvements and is very happy.

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Review from Peter D (Resident) published on 10 May 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Need work on the greenhouse to be completed soon for the benefit of all residents.

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Review from T J (Resident) published on 17 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Staff, environment, food and care are all excellent. The manager gave me a book to read. It was inspired and caring. I held a session with a group of residents.

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Review from T J (Resident) published on 17 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I like everything here.

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Review from Kathleen M (Daughter of Resident) published on 16 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mum very sadly passed away in The Manse on 30 January. We are very pleased, as a family, with the care, dignity and love shown to Mum during her 3 and 1/2 years at the home. She was loved by all the staff, and she always said how happy she was and how lovely all the staff were. We always said that
the staff were like a second family to Mum. She reached her 100th Birthday in December, and the staff made a big fuss about her, and we had a little party to celebrate. I will miss visiting the home as it had a lovely homely feel, and the staff were always friendly and ready to help.

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Review from John B (Husband of Resident) published on 16 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My wife has been a resident for over three and a half years which involves a consistent high level of care. I always feel welcome when I visit her and have heard on many occasions how she is. The manager compares very favourably with other establishments.

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Review from Amanda A (Daughter of Resident) published on 12 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Mum has been in The Manse since October 2022. She has dementia and when asked, says she likes it there. The staff are all friendly from the manager to the cleaners. The downside is the agency staff, some are very good and some are not. When I have had issues, they have been addressed and sorted where
possible. The manager always makes time to chat with me as a relative, if I have any direct issues. The Manse is small so it feels warm and friendly. I think more staff would be good as residents don't get to chat as staff are always busy. An activities coordinator is definitely required as it's having a detrimental effect on residents.

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Review from Helen R (Friend of Resident) published on 30 June 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been visiting my friend in this home for about the last four years. During that time, I have always found the staff kind and courteous and care staff have provided us with information. The home have recently had a jubilee barbecue where excellent food was provided. Overall, very pleased.

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Review from J P (Resident) published on 28 June 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home ok.
Everything ok.

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Review from W W (Resident) published on 26 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very nice.

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Review from Barbara J (Wife of Resident) published on 6 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Brilliant care home. Brilliant staff and nothing is too much trouble. I would recommend it to everyone.

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Review from J B (Sister of Resident) published on 21 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My sister has been a resident at The Manse since 2017. All the staff are very supportive, warm, friendly and dedicated. Her condition has worsened, but her care is still superb.

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Review from L B (Son of Resident) published on 24 February 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All good.

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Review from Susan H (Daughter-in-law of Resident) published on 25 January 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

We are delighted my mother-in-law is in this lovely home which was offered to us at extremely short notice, just before Christmas. Although there have been a couple of hiccups, the manager has been delighted and efficient at trying to rectify them and we are looking forward to the ensuing improvements.
Our relative has been a challenging case, due to ongoing medical needs and this is not actually a nursing home. They are working very closely with the GP and we are very happy with their efforts. Fantastic manager, GP and lovely staff.

Reply from Fae Doherty, Senior Marketing Officer at The Manse Residential Care Home

Thank you so much for your kind words about our home and team at The Manse Residential Care Home. The team will be so pleased to hear how happy you are with the care we provide to your loved one. Best wishes, Fae.


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Current Review Score: 9.6 (9.622)

Overview of Review Score

The Review Score of 9.6 (9.622) out of 10 for The Manse Residential Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 28 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 27 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.622 for The Manse Residential Care Home is calculated as follows: ( (229 Excellents x 5) + (84 Goods x 4) + (8 Satisfactorys x 3) + (4 Poors x 2) + (3 Very Poors x 1) ) ÷ 328 Ratings = 4.622

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for The Manse Residential Care Home is based on 27 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 33 registered maximum number of service users is 6.6, which has been reached with 27 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 12 Jan 2024

Overall
Requires improvement

  • Caring

    Requires improvement

  • Effective

    Requires improvement

  • Responsive

    Requires improvement

  • Safe

    Requires improvement

  • Well-led

    Requires improvement

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Bed Vacancies

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Awards / Recognitions (1)

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Meet the Team (4)

Nitin

Nitin Paupiah

Job Title: Home Manager

Joined: 2017

What I enjoy the most about my job is the joy and appreciation I get when making a difference in our residents' lives. Working for Sanctuary Care is incredibly rewarding, especially when you know the company has a very high expectation and knowing that I am in a position where I am part of a team that has the same vision and expectation makes me want to go to work every day and continue to improve our service delivery.
When I walk through the door and I see the smile on our residents' faces, this brings joy to my life knowing that I am making a difference in their lives and that they are living a fulfilling life.
My role is to ensure that the residents' needs are met to the highest standard, and having built a team to be able to deliver this high level of service and person-centred support is what motivates me to keep going every day and to push for excellence.
The most satisfying part of my role is when relatives and residents feel that they or their loved ones are being looked after very well. When we receive positive comments and reviews where they show appreciation. That is when I know that I am doing a good job here and that is incredibly rewarding.


Carla

Carla Davies

Job Title: Team Leader

Joined: 2019

Undoubtedly the best thing about my role is that I get to help people every day, and make a positive impact on their lives. It is such a satisfying and incredibly rewarding job.
Although care work can be demanding, you make so many connections with your residents and their families. I have also developed so many valuable professional and life skills whilst working as a team leader at The Manse.


Stella

Stella Dsei-Dapaah

Job Title: Care Assistant

Joined: 2022

I really enjoy interacting with our residents, knowing that I have a positive impact on their time at The Manse. I particularly enjoy working in a team environment and learning a lot by collaborating with other members.


Cheryl

Cheryl King

Job Title: Team Leader

Joined: 2021

As you may know, the duties and responsibilities of care work vary according to each individual resident - however the one thing in common is that it's an incredibly rewarding job.
It's not just the fulfilment of helping people, I find a lot of appreciation in care and love making a difference in people's lives. When the residents see you walking through the door, they always greet you with a smile.