Agincare Homes Holdings Ltd in South Yorkshire | 1 Care Home

Review of
Norton Lees Care Home
from Julie A (Daughter of Resident) published on 23 July 2025

Submitted via Website • Report

Overall Experience

I have a long story to tell but this site does not allow for it to be told in full. My experience of this care home was very negative, it lacked good leadership resulting in poor care standards. Floors were sticky and it smelt of urine. We witnessed a number of tea times where congeeling lukewarm soup

was served from a plastic jug and a sandwich and few crisps were given by a care assistant not wearing gloves/hygiene protection, other staff sat and chattered rather than interacting with residents. The dining room consisted of a couple of tables which were never set with clothes, crockery, cutlery so not giving a visual clue/context to those with dementia. A resident may be taken to sit at a table, but often food was taken to where they were sitting, so there was no sense of occasion or routine. It was undignified and lacked care or thought for the residents. The tv was always blaring.
Possessions went missing - clothes, shoes, spectacles. Appalling care. Appalling management.

Reply from Phill Seddon, Care Home Manager at Norton Lees Care Home

Thank you for taking the time to share your feedback.We are very sorry to hear about the experience your loved one had. We want to acknowledge that the concerns raised largely relate to a period prior to Agincare taking over the management and operation of Norton Lees Care Home.Since the change of provider, we have implemented a number of improvements across all areas of the home, including leadership, care quality, dining experience, and resident engagement. The new Home Manager had addressed the concerns you had with the previous care provider directly with you, after your mother had moved to an alternative home to be closer to family on 25th January 2025. We were grateful for your recognition of the positive actions and interventions that had been put in place.At Agincare, resident dignity, safety, and wellbeing are our highest priorities, and we remain fully committed to delivering person-centred, high-quality care for every individual living in our home.

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Review of
Norton Lees Care Home
from M W (Daughter of Resident) published on 3 July 2025

Submitted via Website • Report

Overall Experience

Hi I would like to say a massive thankyou to all the staff and managers at Norton Lees. Since it was taken over things are improving all the time. There are a few little things like making sure my dad gets a shave and having socks in his draws but nothing too sinister.The care given is great and my

dad is so happy here. The food they get is amazing thanks to the wonderful kitchen staff. I would also like to say that it was my dads 90th birthday a couple of weeks a go and the staff couldn't have made it anymore perfect. The place was trimmed up, the food was perfect and a singer was organised for us. All the residents attending had a fabulous time.
Many thanks for making my dads birthday so special they even made him a cake that was beautiful. Keep the good work up and look after your staff there a credit to you. May your home continue to thrive you deserve it with all the hard work your putting in to achieve this

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Review of
Norton Lees Care Home
from M C (Stepson of Resident) published on 16 June 2025

Submitted via Website • Report

Overall Experience

The carers are good and always willing to help if you go to see them with questions or queries.

However, they are so busy that sometimes things get overlooked or forgotten. By way of example a shoe and pair of slippers have been missing for over a week. Despite reminders and the carers saying they

have looked for them, they have not turned up.

To guard against other residents going in the room we have asked for it to be locked but this doesn't happen some of the time.

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Review of
Norton Lees Care Home
from Marie W (Daughter of Resident) published on 4 April 2025

Submitted via Website • Report

Overall Experience

This care home is clean, warm and comfortable and the individual bedrooms are a decent size and well appointed. The majority of the staff were friendly and caring and activities were provided for the residents.
However, my dad stayed here for 3 weeks of respite care and came home with pressure sores

he didn't have when he arrived having being left in his chair all day. Catheter care was a little lacking as neither the leg or the night catheter bags were changed during his stay(even though dad had spares) and despite allergies to the traditional catheter straps, which the home were made aware of, he came home with catheter straps and welts on his thigh rather than the leg sleeves we provided. The breakfasts were excellent, but the warm meal usually served at lunch time was delivered with out a cover and on cold plates from the kitchen so the food was often luke warm at best. There was no warm meal choice and variety was lacking often served with frozen veg.

Reply from Emily Fraher, Marketing Executive at Norton Lees Care Home

Thank you for your feedback. We're glad to hear that you found the care home clean, warm, and comfortable, and that the team were friendly and caring. We appreciate you bringing up the concerns about pressure sores, catheter care, and food quality. We take these matters seriously and would like to investigate them further. Please contact our Customer Care team at customercare@agincare.com so we can look into this and ensure the best possible care for all our residents. Thank you again for sharing your thoughts with us.

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Review of
Norton Lees Care Home
from Karen T (Niece of Resident) published on 10 October 2024

Submitted via Website • Report

Overall Experience

My uncle was in there 10 days in which time he had 2 falls. The first time he fell they got in touch with me straight away. The second time was 4 days later which resulted in him breaking his hip. This happened on a Tuesday evening around 7.45 pm. No one and I repeat no one phoned and still haven't

to this day. I only found out when the doctor from the hospital phoned me the day after at 1.50 pm. Absolutely disgusting not letting me know. Unfortunately, he passed away in hospital on the 25th June. The care home (if you can call it that) still has not been in touch, despite us sending multiple emails requesting an investigation for the lack of care. Would not kennel my dog here.

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Review of
Norton Lees Care Home
from Diana G (Daughter of Resident) published on 31 October 2022

Submitted via Postal Card • Report

Overall Experience

Mum came to Norton Lees for review for a month, but she wants to stay as she is very happy there. she was always against going into a home but she soon changed her mind! The carers although short staffed do an amazing job and mum loves them all. She has made friends with the other residents too. Thank

you to everyone for making mum so happy.

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Review of
Norton Lees Care Home
from Beverly C (Daughter of Resident) published on 17 October 2022

Submitted via Postal Card • Report

Overall Experience

My mum was reluctant to go into a care home but had to go into one for a review after having several falls. on the first day, she thought she was in another hospital but I told her where she was. When I went to see her a couple of days later, the change in her was unbelievable! She had made friends

with both residents and staff and was so happy. I haven't seen her this content before for a long while. She loves it. Definitely one of the best I have seen.

Reply from Lydia Hardie, Registered Manager at Norton Lees Care Home

Thank you for taking the time to leave a review of Norton Lees Care Home and for your amazing 5-star rating. We are delighted to hear how your mother has settled comfortably into our loving community and are proud to offer peace of mind to families in what can be a challenging time. We really appreciate your kind words and I will be sure to pass on the positive feedback to the rest of the team. Best Wishes.

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Review of
Norton Lees Care Home
from J H (Daughter of Resident) published on 28 September 2022

Submitted via Postal Card • Report

Overall Experience

My mum was admitted to this care home from hospital. She has frontotemporal dementia and therefore assessment for onward care. We would never have agreed to placing her there had we known about the shortage of staff, lack of communication with management and the inability of staff to deal effectively

with my mum. She was often left in bed, served meals there and left in confusion and fear. She was aggressive as a result, understandably.

Reply from Lydia Hardie, Registered Manager at Norton Lees Care Home

Thank you for taking the time to leave a review of Norton Lees Care Home. We regret that you feel there has been a shortfall in care delivery during your visits and reassure you that at no time has there been a shortage of staff.
Unfortunately due to inaccurate documentation on discharge from the hospital, we at Norton Lees were unaware of the behaviours presented by your relative and worked hard to support your family each time you visited to find an appropriate placement. We protect the rights of all of our residents and will not force individuals to take part in activities they refuse to participate in.

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Review of
Norton Lees Care Home
from Howard D (Son of Resident) published on 6 September 2022

Submitted via Website • Report

Overall Experience

Today, The 16th August 22 is one year on from our mum moving into Norton Lees Care Home (Aug 21). Sadly mum passed away after a short illness bravely borne on the 9th of July 22. As a family, we can only say heartfelt thanks for wonderful care all at Norton Lees Care Home provided to our mum. We can

only say heartfelt thanks for the wonderful support we as a family received from all at Norton Lees Care Home from every member of staff male or female who cared so much for our mum in unprecedented times. Your care love and support will never be forgotten.
Hold dear belonging, value destiny. God bless you all at Norton Lees Care Home.

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Review of
Norton Lees Care Home
from C C (Great-Niece of Resident) published on 12 July 2022

Submitted via Website • Report

Overall Experience

Horrible experience with this home. He is always left with meals just thrown at the side of him and same with fluids and he needs prompting so he doesn't eat it. He has lost lots of weight and often looks dehydrated. I have been in and there is medicine on the floor and still in a drink in front of

him. He never has a quilt as it’s always 'in the wash' that seems to be in the wash 24 hours a day and only has a thin sheet for a quilt. The plug socket at the side of the bed has been smashed for at least a week and there is exposed wire, so they have just covered it up with clear sellotape. Most carers are agency and don’t know the residents. He doesn't get to sleep as most residents are constantly screaming day/night. Overall the senior carers are lovely but need more training. There is one senior who is horrible to family and utterly disrespectful. I wouldn’t put a dog in this home never mind a human.

Reply from Lydia Hardie, Registered Manager at Norton Lees Care Home

We regret that you feel there has been a shortfall in care delivery and reassure you that your perception is not an accurate reflection of Norton Lees. We have been in discussion with immediate family and social workers, all of whom are happy with the standard of care and home environment. To reassure you, for infection control purposes, items requiring laundering will be removed from residents’ bedrooms daily. The socket was unfortunately damaged out of hours and made safe by care staff before a replacement was made within 48 hours. We understand the importance of having a permanent team to really get to know our residents and have successfully recruited a strong team. We are staffed at approximately 85% permanent staff. We are proud to inform you that all senior carers complete mandatory and additional training and regularly complete refresher courses. I am sorry you felt the need to post a negative review but you are more than welcome to discuss these matters with the home manager.

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Review of
Norton Lees Care Home
from S C (Niece of Resident) published on 12 July 2022

Submitted via Website • Report

Overall Experience

Please avoid if you want your relative to be cared for properly, a big shortage of staff which leads to residents being neglected for long periods of time. My uncle has no clothes in his wardrobe and hasn’t had a quilt on his bed for over a week. He’s lost loads of weight, left in a wet bed, my shoes

stick to the floor it’s that dirty. There are a few staff that are lovely and helpful but there is one senior that is horrible and I worry leaving my uncle in her care. The lady in the room next door to my uncle fell on the floor and was screaming for help for 40 minutes they only came to help when I finally got so concerned I had to go and notify them.

Reply from Lydia Hardie, Registered Manager at Norton Lees Care Home

Thank you for taking the time to leave a review of Norton Lees Care Home, we regret that you feel there has been a shortfall in care delivery during your visits and reassure you that at no time has there been a shortage of staff or indeed “neglect”. For Infection Control purposes, items requiring laundering will be removed from residents’ bedrooms daily and individual preferences are always considered. We have now spent time in communication with all relevant parties, relatives and social workers, all of whom have shared incredibly positive reports of the care your uncle has received. I am sorry you felt the need to post a negative review but you are more welcome to discuss these matters in person with the home manager.

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Review of
Norton Lees Care Home
from A W (Son of Resident) published on 28 March 2022

Submitted via Website • Report

Overall Experience

Seem to be short of staff, lots of things being missed. Activities and enrichment are non-existent! While some carers are very good it is apparent that some are agency staff who clearly do not have the same level of connection or commitment as permanent staff. At this present time, I feel let down!

Reply from Lydia Hardie, Registered Manager at Norton Lees Care Home

Thank you for taking the time to leave a review of Norton Lees Care Home, We are happy to inform you that we have successfully recruited a strong team which has drastically reduced the need for external staffing. We understand the impact providing meaningful activities has on our residents' well-being and are glad to share we now have two full-time lifestyle support workers in post. You are more than welcome to discuss any concerns with the home manager.

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Review of
Norton Lees Care Home
from P O (Brother of Resident) published on 21 September 2021

Submitted via Postal Card • Report

Overall Experience

The respite care was second to none. A wonderful place from first arriving he was made welcome and comfortable. Nothing was too much trouble for any of his requests made. Every phone call we made to enquire about how he was settling was always a good conversation unhurried and with empathy for us his

relatives. He was indeed very happy while there with every one of his needs being met which in turn have us, his family, peace of mind.
Everyone was cheerful and very kind always having time to chat with caring.

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Review of
Norton Lees Care Home
from A G (Son of Resident) published on 17 September 2021

Submitted via Postal Card • Report

Overall Experience

We have been very very happy with my dad's care at Norton Lees Care Home. They are the most hard-working/caring/wonderful people we have met.
My dad has a nice clean room with excellent food.
We are very happy with Noton Lees and the support, love and care Dad has received.

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Review of
Norton Lees Care Home
from Maureen E (Daughter of Resident) published on 19 July 2021

Submitted via Website • Report

Overall Experience

The carers here are great. They clearly love the residents and keep a cool head even when everyone's buzzing at once! My Dad has excellent meals cooked by the care home catering team. I have sampled the puddings and they are gorgeous. Compared with the care he received in his own home this is a fantastic

change. He has never had so many baths and is always kept clean. What a fantastic place particularly in the current circumstances. It is not easy delivering quality care when there are so many restrictions.

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Review of
Norton Lees Care Home
from Christine E (Daughter of Resident) published on 15 June 2021

Submitted via Website • Report

Overall Experience

Dad has been in Norton Lees since September 2019, his room is big and light, clean with an en-suite. Dad suffers with dementia & Parkinson's and needs assistance with daily tasks. The staff are all friendly & helpful & do a fantastic job taking care of him. They all know him really well and have built

up a lovely relationship with him, making him smile and laugh often. The menu is varied and dad is given lovely meals with homemade puddings which he loves. I can’t thank the staff enough for taking care of him, it means we can relax knowing he is well cared for. During the pandemic, we were able to window-wave visit, dad, and then they made it possible to visit dad in the conservatory and later installed a separate visitors pod so we could safely visit him which was so important for his mental well being. The manager is great, and person in the office is super and we have good communication with the home over the last few years. Very pleased all round. Thanks to all the wonderful staff.

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Review of
Norton Lees Care Home
from Judy F (Daughter of Resident) published on 15 June 2021

Submitted via Postal Card • Report

Overall Experience

Every member of staff at Norton Lees Care Home has, without exception, shown care, empathy and understanding to my mother and myself. We are so grateful to everybody, especially for their commitment during this horrible year.

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Review of
Norton Lees Care Home
from Jan W (Daughter of Resident) published on 26 June 2017

Submitted via Website • Report

Overall Experience

Our mother was admitted to Norton Lodge on 16th September 2016 she has dementia as well as other health problems.
The care she has received since that date is second to none. When she is taken ill she is seen by a doctor immediately, any concerns we have are dealt with quickly and efficiently and

always to our satisfaction.
When you walk into Norton Lodge it's like being part of a large family the resident's rooms are lovely and the communal areas welcoming. There are a range of activities for the residents and their families are encouraged to join in.
The residents recently went on an outing in the minibus, Mum really enjoyed it as did the other residents, the staff really do go that extra mile to make life interesting.
They are friendly and always have time for a chat even though they are usually busy and the tea flows freely.
We as a family think we have found a wonderful home for our mum, she's well fed, warm, clean and most important well cared for.

Reply from Kath Lindley, Home Manager at Norton Lees Care Home

Many thanks for the review of Norton Lees Hall & Lodge. We really value the feedback that you have given us. I am pleased to hear that you feel your mum is well cared for. We feel that giving the residents a range of activities to participate in is essential to them maintaining a good quality of life so I am glad that your mum enjoys them along with the trips out. Kind regards

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Review of
Norton Lees Care Home
from Karen H (Daughter of Resident) published on 8 November 2016

Submitted via Website • Report

Overall Experience

My Dad just had a week's Respite at Norton Lees Lodge. Having managed care homes in the past my expectations were high. I can't praise this place enough, my dad was well cared for giving me and my mum a stress-free break. The staff are caring, on the ball and nothing is too much trouble. Thank you for

looking after him so well.

Reply from Cheryl Green, Care Home Manager at Norton Lees Care Home

Thank you for such a positive review of our care home.
We are so pleased that you were happy with the care your father received. It is lovely that your mother was able to have a relaxing break too.
Our staff do work hard to make sure all the residents are well cared for and that they enjoy their stay as much as possible.
It was a pleasure to care for your father.
Thank you again.
Kind regards.

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Review of
Norton Lees Care Home
from Alan B (Son of Resident) published on 9 August 2016

Submitted via Postal Card • Report

Overall Experience

We have found that all the staff are fantastic and very caring with residents and visitors alike. Very friendly and helpful, the manageress, there's nothing that is too much trouble for her. She must be one of the best managers in your industry.

Reply from Sharron Whaley, Home Manager at Norton Lees Care Home

Thank you for taking the time to leave this review, we really do appreciate the feedback we get. At Norton Lees Hall, we strive to create a welcoming and relaxed atmosphere, to ensure all residents feel at ease and comfortable with the environment and team.

Our team of compassionate staff aim to maintain a comfortable and friendly atmosphere within the home where residents can feel at ease, socialise and take part in activities. We are pleased to hear your relative has settled into Norton Lees Hall and that your family feel supported.

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Care Home Owned by Agincare Homes Holdings Ltd in South Yorkshire

Agincare Homes Holdings Ltd Locations in South Yorkshire (1)

Agincare Homes Holdings Ltd Reviews in South Yorkshire (26)

Norton Lees Care Home

Norton Lees Care Home

Norton Lees Care Home

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Norton Lees Care Home

Norton Lees Care Home

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