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 41-56
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.

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Review from Peter H (Son of Resident) published on 23 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

All the staff and the manager were very caring and looked after my dad wonderfully well. They were also very patient and caring with my mum while Dad was in for his respite stay. The in house kitchen cooks really good wholesome food and the staff wanted to know what Dad liked and what would make him
happy. So we were very happy with The Manse and would recommend it to others. The walls have lovely pictures of the local area in the past and the atmosphere is relaxed and friendly.

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Review from Peter D (Resident) published on 12 August 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have found the support over a period of eleven years, always valid and caring. I have been accepted as an individual.

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Review from Elizabeth A (Resident) published on 7 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very pleased with the treatment at the Manse.

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Review from Karen B (Daughter of Resident) published on 7 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother went to The Manse for 2 weeks respite in December 2016 and stayed until her passing in April 2021. She was very happy there and she received the best care and support possible. The Manse is such a lovely, friendly place and whenever we visited, we were always made to feel so welcome. In March
2020, when life changed for everyone, we can't ever put into words how wonderful all The Manse staff have been during this awful year and can't thank them enough. The kindness, care and love shown to my mother during this time has been so comforting. Thank you.

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Review from Myrtle R (Daughter of Resident) published on 25 March 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Brilliant staff members committed to caring for all residents led by the manager. Genuine individuals who go over and above what they are expected to go to make sure our loved ones have a positive experience. I highly recommend The Manse Residential Care Home.

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Review from M B (Daughter of Resident) published on 16 July 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother spent 18-months at the care home before she died in February 2020. She often used to say how she like being there. The staff were caring and considerate. They gave her a lot of time and treated all her visitors with respect. I cannot commend the strong leadership and commitment of the staff
enough; they were magnificent. I was extremely happy with Mum's time there.

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, they will truly appreciate them. Best wishes, Fae.


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Review from Michael H (Son of Resident) published on 28 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother spent 9 years at the Manse suffering from a severe form of Alzheimer's. It is normally worrying to leave the care of a close relative in other hands but I must say that the staff at The Manse performed way beyond expectations. They treated my mother as one of their family and her needs were
always met with care and dignity. My mother needed 24/7 care and people were always to hand to meet these needs.

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Review from S F (Daughter of Resident) published on 25 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My dad was at the Manse for 3 years. During that time the care and attention he received were second to none. The team of staff are wonderful individuals and always had time for the residents and their families. They treated all the residents with respect and I often saw them sitting with individuals
having a laugh and a joke with them. They were polite and cheerful even in very difficult circumstances. I would not hesitate to recommend The Manse for a loves one. I cannot thank the staff enough for everything they did for our family and especially my wonderful dad.

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

Thank you so much for taking the time to review our home and for your kind words; it is wonderful to hear how pleased you are with the care provided whilst your dad was with us. The team will be very grateful. Best wishes, Fae


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Review from Ronald C (Nephew of Resident) published on 23 January 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My uncle was accepted at the home 2 years ago and I visited him on a fairly regular basis. Unfortunately, he passed away in December 2018.
Whilst at the home, he received first class attention from all the staff, who treated him with civility and kindness.
I would recommend this home to anybody requiring
care and attention.

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

Dear Ronald, Thank you so much for reviewing our home. Whilst I am very sorry to hear of the loss of your uncle, I am so glad that you were so happy with his care. I will be sure to pass your kind words onto the team. Best wishes, Fae.


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Review from Patricia B (Daughter of Resident) published on 1 December 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The Manse is not the newest or the glossiest of the home I visited when looking for a new home for my father, but it was the friendliest and the most homely. My father settled in very quickly and was happy. He liked his room, the staff and was delighted with the food (especially the breakfast). All
the staff took time to get to know the residents and there was lot of chat and laughter.


My father was always clean and tidy and he was encouraged to be as independent as possible. Staff were always approachable and problems were dealt with quickly.


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Review from Lennox B (Son of Resident) published on 27 November 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Staff very helpful. Good with my mum. It is a joy to have my mum in The Manse.

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Review from Ruth G (Daughter of Resident) published on 21 November 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care my mother received for 5 years was amazing.


Care was taken down to small personal details, for plain enjoyment. Good communication, friendly and loving.


Could not mark this home higher 10/10


Excellent.


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Review from Patricia G (Niece of Resident) published on 1 November 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

It was the best home we found when looking for a care home.
The Manse is well run, the atmosphere is warm and friendly and welcoming. We are kept informed of all aspects of care and upcoming events.
The staff are more like friends, they are very well trained and caring.
the food is excellent.
We
are very pleased that our relative is happy and well cared for at The Manse.

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Review from John J (Son of Resident) published on 1 November 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother was in The Manse for several years and the whole time I did not see, hear or experience a single adverse thing.


All the staff were most friendly and I saw how they treated all the residents with care and sympathy. Everyone from the managers to the handymen were, at all times, very kind

and cheerful. Several times, my mother had to go to hospital. Each time, I was told promptly and a member of staff went with her and stayed until I arrived myself. When my mother died in July, it was a Saturday and the member of staff who telephoned me was almost in tears. During this difficult time and again I have nothing but praise for all the staff.

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Review from Carol M (Daughter of Resident) published on 1 November 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

This is a caring, friendly residential home. Residents are well cared for and communication between the home and family members is very good. I would recommend this home to friends who are in search of placement for their loved ones.

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Review from Dorrie Anne B (Daughter-in-law of Resident) published on 2 June 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The Manse stresses the importance of kindness in the care they provide and observation confirms that they succeed in this. The staff treat the residents with kindness, patience and understanding. My mother-in-law, a particular and fastidious person, settled into The Manse quickly and it soon became
home to her. She often expressed satisfaction with and gratitude for the care she was receiving. She felt secure and confident that her needs would be met and that her dignity would be preserved in the process. The atmosphere in The Manse is friendly and warm. Staff are very helpful.

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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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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.