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.

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.

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.

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.

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.

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.

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.

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

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.