St Augustine's Place

I already feel very much at home here and well cared for and safe.

My relative has, in the last 2 weeks, moved into a council-owned bungalow at St Augustine's Place. The bungalow, when signed for, was not in a habitable state. It required professional cleaners and painter/decorators to make it fit to move into, well beyond the capabilities of an average person's DIY skills, let alone a disabled resident. One floor is still to be replaced and a new shower is required as the present one does not wash out, there was no gas supply even for hot water, and 1 radiator needs to be replaced. The manager and assistant manager, however, seem great - very helpful. The carers so far are mostly good apart from communication. Activities with 1 or 2. Too soon to comment on activities.

The staff and management consistently provide a safe and supportive environment for my brother. They are attentive to his special learning needs and help him to live a full and active life.

I enjoyed all the activities the staff arranged during the month of December. We had a lot of fun things to do.

What stands out most is the warmth and dedication of the team. They celebrate small achievements, maintain routines that give my brother stability, and are always attentive to his wellbeing. Communication with family is clear and reassuring, which gives us great peace of mind.

New furniture is an improvement. Wonderful professional staff. Would enjoy more entertainment such as, tea mornings, games and BBQ's.

I can cook myself,e and the staff & managers are perfect.

Mum moved into her flat in June 2023. She has improved in her confidence and has started to socialise more. The staff are really friendly and the management are really supportive of both Mum and family members. When in Mum's flat it doesn’t feel like she is in a home, but it’s good to know she is safe and has people around her.

My experience of the care staff and management at St Augustine's Place Gorleston is somewhat mixed. Though most of the staff are pleasant enough and great to have a laugh and a joke with, one or two of the staff are not. Point in question is that I recently attended a birthday party of one of the residents with my friend, however, I was treated badly by one of the staff while I was talking to my friend. She showed lack of respect and unprofessional behaviour.

Our nan lived here for one year until she was taken ill and sadly passed away in hospital. She was happy here and staff were on hand 24 hrs a day, 7 days a week, which put our minds at rest knowing someone was there if needed. All the staff are very friendly, including the manager and deputy. The unfurnished flat was a good size and I liked the idea that the lounge and kitchen were in the same room. Activities, from what we saw, were very good. Some of these included an outing to the garden centre at Christmas, trip to the sea life centre, in house singers and miniature donkeys. Nan especially enjoyed the college students that would visit and Bonnie the pat dog. I was always informed if Nan was unwell and if the doctor or paramedic was called. Nan had the highest care package, from assisting with personal care to administering her medication. Overall, the experience over the last year was good and we would recommend to anyone looking at assisted living.

Individual carers were kind but management was shocking. Such a shame because the previous manager was excellent. I have had to witness the deterioration of my partner's well-being over the last year, caused by Norse. Only okay if care needs remain minimal.

Since I can't come out/down to activities, the care staff make sure I still play bingo; they use their phones and support me and support tenants to come and see me. They brought the donkeys down to me and made sure I'm always ok.

I've been welcomed and supported by all cleaners, carers, team leaders, activity and management. They've learnt about my needs and ways in a comfortable and calm environment, actively including me in discussions. The carers have a natural air of patience and respect - nothing is too trivial or a bother. They've normalised what can be uncomfortable (when were you last naked with strangers to have a wash). Everyone is interesting to chat and interact with; we've all laughed, cried, comforted, joked, vented and shared together. The activities are varied, from quizzing, crafting, gardening, games, coffee mornings and light exercising, plus special events. You choose how much you want to participate. Family and friends are welcomed with the same warmth and respect. Nowhere is perfect 24/7 - I had an issue and spoke to management, who listened, understood and appreciated my position, then rectified the issue immediately. We are a mixed bag thrown together and a friendly group of neighbours.

I would not recommend Norse.

All was great until Mum, a resident of 8 years started to lose her balance. In August, the manager called to say Mum was dehydrated and an ambulance had been called. I asked to be notified when it arrived but after not hearing I called back only to be told that the manager and the crew had been in with Mum for half an hour. I arrived in time to see Mum being taken away where she was admitted into hospital 24 hours later. She was never diagnosed with dehydration but was put on end of life within 2 days. The last two weeks of Mum's life were a living hell and could have been prevented if I or Social Services had been involved. Although the manager states that she is a Dementia Friend, she dumped my mum into a hospital because she was now an inconvenience. Mum could have passed in a loving environment which was her home, not a cold hospital. To the manager - your lack of empathy does not generate the excellent ratings you so desperately seek. The care staff absolutely deserve a five-star rating.

The staff love us all.

The staff at St Augustine's Place are brilliant, and the care and attention my mum receives are amazing. I sleep easier at night now, knowing that help is at hand as and when my mum requires it. She is now in a safe and caring environment, and we as a family have all been impressed by everything that the staff and St Augustines provide.

I can't rate St Augustine's Place highly enough. The care and compassion that my dad received in the time he was a resident were truly exceptional. As someone who was so reluctant to move in through the fear of change, after just a few days, he was a much happier person. The service provided was second to none and gave my brother and myself the chance to just spent time with Dad.

Will forever be grateful to everyone for the support over the last 2.5years.

The well-being of residents is second to none by staff and management. They are dedicated to ensuring that residents are clean, happy and fed regularly and that the building itself is clean and friendly. St Augustine's Place is a brilliant home with care. Highly recommend.