Florence House

Porthill Bank, Porthill, Newcastle-under-Lyme ST5 0AE
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9.6 46 Reviews
  • Florence House, Newcastle-under-Lyme
Florence House has thirty-six comfortable bedrooms and a highly-qualified team of carers, experienced and thoroughly resourced to specialise in both residential and dementia care.

Located in Porthill, Newcastle-under-Lyme, long-term and short-term stays are available from a team that take pride in their community reputation and adherence to regulatory requirements.

High care standards are practised within a loving environment that supports personal freedoms, an active lifestyle and engagement with meaningful lifelong activities.

Facilities include an on-site salon, sensory garden, WiFi throughout and televisions with DVD player in every bedroom.
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Care Provided

Primary Care Categories

  • Older Person Care
  • Dementia
  • Mental Health Condition
  • Physical Disability
  • Visual / Hearing Impairment
  • Alcohol / Drug Misuse
  • Younger Adults

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Dementia Residential Care
  • For a maximum of 38 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia
  • Advanced/Complex Dementia

Other Care Provided

  • Parkinson's Disease
  • Stroke
  • Palliative / End of Life Care
  • COPD/Pulmonary Disease
  • Convalescent Care
  • Acquired Brain Injury (ABI)
  • Day Care

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Wheelchair Access
  • Gardens
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Weekly Charges per Person

  • Self-Funded Residential Care: £1080 – £1350
  • Self-Funded Residential Dementia Care: £1080 – £1350
  • RESPITE Self-Funded Residential Care: £1080 – £1350
  • RESPITE Self-Funded Residential Dementia Care: £1080 – £1350

These prices are only a guideline, please contact Florence House to find out the exact price for your requirements.

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Good to Know

Group/Owner

Person in charge

  • Beverley Hope (Manager)

Local Authority / Social Services

Admission Criteria

  • Ages 50+

Care Home Design/Build

  • Purpose Built: Yes
  • Number of floors: 2

Room Information

  • Single Rooms (34)
  • Couples/Companion Rooms (2)
  • Single Rooms with Ensuite Wet Room (3)

Visiting

  • If wishing to visit Florence House, please call ahead. However, no appointment is necessary.


    The home has regular events that everyone is welcome to attend. These can be found on the Facebook page or on the activities calendar in the home.


    When entering the home please sign into to Florence House's visitor book and ensure to wear one of the visitor's lanyards available in the reception area.

Parking

  • Free on-site car parking facilities which are located to the side of the building, with two entrances just off Porthill Bank.

Florence House Reviews (46)

9.6

Florence House has a Review Score of 9.6 (9.635) out of 10, based on 23 reviews in the last 2 years.
Over all time Florence House has 46 reviews.

Overall Experience
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Date Published
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Reviewer Connection to Florence House
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Total of 46, showing 1-20
Review from M H (Friend of Resident) published on 29 August 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very welcoming and friendly, very nice atmosphere. Lovely relationships between staff and residents. Fire drill took place - all procedures followed.
Reply from Philip Morris, Managing Director at Florence House

Thank you so much for such a lovely review. We will be sure to share your comments with our team.

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Review from Maria J (Daughter of Resident) published on 28 August 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
My decision to put my mum in a care home was a very difficult decision. However, the care my mum received at Florence House was caring, respectful, understanding and supportive. Her dignity was considered at all times. I was kept informed immediately should the need arise. There is a warmth that emits
from Florence House which is created by a team of dedicated staff whose paramount aim is the care of the residents at all times. My sincere thanks to them all.
Reply from Philip Morris, Managing Director at Florence House

Thank you so much for your kind words which we will share with our team, who i am sure will be very happy to receive such wonderful feedback

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Review from Tanya H (Daughter-in-law of Resident) published on 18 August 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
From the moment we entered the care home the staff greeted us warmly and welcomed my mother in law into the home and showed her around and made her feel at ease . They listened to her needs and likes/dislikes and took all of this on board.
Staff go above and beyond for the residents . The manager,
care staff, nurses, events team were all very friendly , professional and extremely caring. We could leave my mother in law at the home and feel easy about doing this while we went on holiday . I can recommend this home to anyone and would use it again without a doubt. Thanks to all the staff for their kindness towards my mother in law .
Reply from Philip Morris, Managing Director at Florence House

Thank you so much for your kind words which we will share with our team

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Review from G K (Relative of Resident) published on 7 August 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Friendly and helpful staff from start to finish.
Reply from Sarah Talbot, Head of care at Florence House

This is lovely to hear, Thank you for your kind words. I will pass this on to all our staff.

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Review from Debbie D (Daughter of Resident) published on 16 May 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I can't thank you enough for the loving care your staff are showing towards not only my mum but to us as a family. Nothing is too much trouble, even providing a shoulder to cry on when we are overwhelmed with mum's dementia. The staff's knowledge and understanding are second to none. Knowing that mum
is cared for to such a high standard takes away a lot of stress and guilt. A**** Florence House, and thank you from the bottom of my heart.
Reply from Beverley Hope, Manager at Florence House

Thank you so much for taking the time to write such a positive review regarding the care your Mum is receiving here at Florence House. I will share your kind words with the team. Many thanks

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Review from D K (Brother of Resident) published on 29 April 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
My brother has been a resident here for quite a number of years now, we've not always been happy with things but that has changed recently and things have improved quite a lot. He gets trips out on a regular basis, there are lots of activities and on the whole the staff are sensitive and caring.
Reply from Philip Morris, Director at Florence House

Thank you so much for such a wonderful review. We will share this with the team, they will really appreciate your positive comments. We hope that you will continue to see further improvements in the home moving forward. Thank you again

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Review from R G (Husband of Resident) published on 29 April 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
To whom it may concern, I was very anxious when the family and I decided that my wife needed a care home as I had cared for her for over 3 years, and realised that we could only do so much for her. After my daughters visited several homes, it was Florence House that we chose. From the start, just meeting
the staff lifted a huge weight off our shoulders. The greeting we received was absolutely marvellous, as you can see I have put X in all the boxes that itself tell the story. My opinion is that I have never been or visited a home until now, no amount of crosses in boxes is enough.
Reply from Philip Morris, Director at Florence House

Thank you so much for such a wonderful review. We will share this with the team, they will really appreciate your positive comments. Thank you again

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Review from S B (Daughter of Resident) published on 19 March 2025 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Found all the staff that I have come into contact with very pleasant and informative relating to the care home practice and care of all the residents. Any requests I have made they have all tried to implement which is much appreciated.
Reply from Beverley Hope, Manager at Florence House

Thank you for taking the time to complete a review and for your positive comments which will be shared with the team here at Florence House

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Review from J B (Daughter of Resident) published on 3 March 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My relative has been living at Florence House for 17 months. He settled into living in a community. Although he and I were anxious to start with. He is well cared for and importantly has built up a rapport and trust with the whole care team. I know he is safe and has support 24/7. Florence House is
not much to look at from the outside, but the life inside is wonderful. Activities every day and care every minute.
Reply from Hannah Walker, Deputy Manager at Florence House

Thank you for your kind review and comments. I will pass on your compliments to our staff team.

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Review from Julie B (Friend of Resident) published on 3 February 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My friend has been a resident of Florence House since June 2024. I must admit I had reservations about the care home, looking at reviews mostly were not positive. What a change, the staff are lovely, sensitive and caring, and her room is airy and spacious. The food is plentiful and served in a family
atmosphere. She is encouraged to join in all the activities and the Christmas activities were joyous.
Reply from Beverley Hope, Manager at Florence House

Thank you for your positive feedback and kind words which we will share with the team at Florence House.

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Review from Jennifer W (Friend of Resident) published on 20 January 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My friend as been in the care of Florence House since July 2024 and I have nothing but admiration, dedication and support she is receiving. All the staff from the management, care staff, activities coordinator and all domestic staff provided 100% plus to each individual resident. On all of my visits
nothing is too much if I my friend require anything. I have attended some fairs and entertainment and the participation from the staff encouragement to all the residents was excellent. I enjoy all my visits and the staff make you feel very welcome. I would highly recommend Florence House to anyone who required a relative in care.
Reply from Philip Morris, Director at Florence House

Thank you so much for such wonderful feedback. We are very happy that you feel this way about how our team are working. We will share your kind words with our staff.

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Review from J W (Friend of Resident) published on 15 January 2025 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Florence House is the best thing that has happened to my friend. She is happy content and safe. Great meals are provided excellent company. The staff are amazing with the residents, so loving and caring.
Reply from Philip Morris, Director at Florence House

Thank you for your kind words. We are very pleased that your friend has settled in at Florence House and that our team have made a significant difference to her life. We will share your comments with the team.

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Review from Debbie K (Daughter of Resident) published on 30 December 2024 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Mum can be very awkward and demanding which takes a lot of patience and care which staff are supplying in abundance. The room she is in is lovely. She is looked after very well.
Reply from Beverley Hope, Manager at Florence House

Thank you for your positive review and kind words which we will share with the team.

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Review from Alex F (Son of Resident) published on 18 October 2024 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Couldn't ask for anything better from the staff with support, lovely and respectful.
Reply from Vanessa Bailey, Administrator at Florence House

Thank you for your kind words, your comments will be shared with the team, many thanks.

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Review from U K (Granddaughter of Resident) published on 4 December 2023 Submitted via Postal Card • Report
Overall Experience 3.0 out of 5
Some improvement but could use some more changes.
Difficult to park car.
Found urine in room but was sorted when mentioned to manager.
Rooms could use a lick of paint from wear and tear.
Wardrobe doesn't close. But other than these few changes, good experience. Would like to be informed when my
nan needs toiletries.
Reply from Philip Morris, Director at Florence House

Thank you for your feedback. We are always working on improving the environment internally and externally, though at times it can be difficult to decorate a room when someone is in there and some people do not want their room to be changed. We are more than happy to decorate your nan’s room, can you let us know which room it is by speaking to our management and we will get this dealt with right away as with the wardrobe repair. We can also deal with ensuring you are communicated with when toiletries run low.
Please feel free to pop in and have a chat and we will get all these points resolved quickly.
We would also like to discuss with you how we are able to improve the overall experience for you and your nan, looking forward to hearing from you soon.

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Review from Patricia R (Sister of Resident) published on 13 November 2023 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
My experience of Florence House Care Home has always been very satisfactory. The care has always been very good.
Reply from Vanessa Bailey, Office Administrator at Florence House

Thank you, Patricia, for your comments, I will pass on your comments to the team.

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Review from Sandra H (Sister of Resident) published on 25 October 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Cosy, comfortable, very caring staff.
Very happy with my sister's care.
Wonderful place to live.
Reply from Vanessa Bailey, Manager at Florence House

Hello Sandra, thank you so much for your kind words and your five-star review of Florence House; this will be shared with the team.

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Review from B K (Partner of Resident) published on 25 October 2023 Submitted via Website • Report
Overall Experience 4.0 out of 5
I can’t fault the home or the staff. All the time that I have been visiting my partner, everyone has been both polite, helpful and the attention that they have given my partner has been excellent. The overall condition of the home is very good and clean. The extra activities are very good, bringing
in young children and also people coming in to encourage singing, relating to the age of the residents. The encouragement given to my partner with regard to doing jigsaws and word searches has been very positive.
Reply from Vanessa Bailey, Office Administrator at Florence House

Good morning, thank you for your lovely words, I will pass on your comments to the team at Florence House.

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Review from Julie H (Daughter of Resident) published on 25 October 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
I’ve always been very happy with my mother's care since she came into the home. If I’ve ever had concerns or issues, I’ve always felt that I can approach any member of staff or management and they’ve always dealt with or taken on board what I’ve spoken to them about. The staff are very friendly and
are really good with my mum.
Reply from Vanessa Bailey, Office Administrator at Florence House

Hi Julie - thank you for your lovely words, I will pass on your comments to the team at Florence House.

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Review from Colin B (Son of Resident) published on 18 October 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Our mum arrived here. at Florence House Care Home. in April 2022. The staff are always most helpful and work tirelessly to maintain high standards of care for the residents. We have experienced times, following a change in Mum’s mood swings (caused through this awful dementia disease), where the staff
will take the time to sit with Mum and chat with her to provide much-needed reassurance.
The staff create a warm and friendly atmosphere for all the residents. They organise daily activities and events for the residents to participate in, Mum particularly likes joining in with the bingo and colouring activities and also joining in with the singing events.
Reply from Vanessa Bailey, Office Administrator at Florence House

Hello Colin - thank you for taking the time to express your kind words, we will pass this on to the team.

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Current Review Score: 9.6 (9.635)

Overview of Review Score

The Review Score of 9.6 (9.635) out of 10 for Florence House is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.6 out of 5 from 23 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 22 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:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.635 for Florence House is calculated as follows: ( (182 Excellents x 5) + (71 Goods x 4) + (13 Satisfactorys x 3) ) ÷ 266 Ratings = 4.635
  2. 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 Florence House is based on 22 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 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
    2. 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 38 registered maximum number of service users is 7.6, which has been reached with 22 Positive reviews. Points = 1
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 14 May 2022

Overall Good

  • Caring Good
  • Effective Good
  • Responsive Good
  • Safe Good
  • Well-led Requires improvement
Care Quality Commission is responsible for the registration and inspection of social care services in England. View Latest Report

Bed Vacancies

Please contact us for latest vacancies.

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Awards / Recognitions (1)

Meet the Team (1)

Julie

Julie Peksen

Job Title: Registered Manager

Our registered Manager is Julie Peksen


Julie started her career in retail and moved into the Health and Social Care sector where she has worked for over 25 years. Julie initially supported people with Learning Disabilities and then moved to a resettlement service working with people who have more complex needs including physical and learning disabilities, She worked her way to become a senior and then got a position as a manager supporting people within the community care services where she managed 3 different services at the same time.


Julie has also had the experience of setting up a service aimed at transition-aged individuals supporting them in their own homes to be independent. This service was expanded with Julie’s oversight to include another home which included mental health and learning disabilities.


Julie has her RMA Level 4 qualification and has ensured all her training is up to date so she has the current knowledge required. Julie has more recently transferred her vast experience and skillsets within the care sector to residential care where she has managed Florence House for the past two years within Safe Harbor.


Julie has an open door policy with a leadership style of nurturing and supporting staff to extend skills and knowledge but also support personal growth. Julie empowers staff, relatives and residents to access what they need and adapts services to meet changing needs and aspirations of all.


Julie would describe herself as having a calm approach and finding solutions to any challenge that she is faced with. She feels this calm approach supports residents and staff to receive what they need and wish.

Frequently Asked Questions about Florence House

What types of Care is Florence House registered for?

Older Person Care, Dementia, Mental Health Condition, Physical Disability, Visual / Hearing Impairment, Alcohol / Drug Misuse & Younger Adults are the registered (by the Care Quality Commission) categories of Care.

How many Rooms does Florence House have?

There are 34 Single Rooms and 2 Couples/Companion Rooms.

What are the Facilities & Services at Florence House?

Own Furniture if required, Pet Friendly (or by arrangement), Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Wheelchair Access, Gardens, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Florence House to the centre of Newcastle-under-Lyme?

2.0 mile(s) as the crow flies, distance by road may be significantly further.

Information on this page is displayed without responsibility for its accuracy on the part of carehome.co.uk. Please contact Florence House to verify any information. View our terms and conditions. Florence House has an Enhanced Service - more info.