This unannounced inspection took place on 27 September 2017. Manor House was previously registered under the provider name of Gold Care Homes (Manor House) until May 2017. At this time the provider notified us to tell us that they were re-structuring the organisation and the provider name changed to Gold Care Homes (Midlands) Ltd. This meant that the provider had re-registered some of its locations, including Manor House under this new legal entity making this inspection their first rating inspection at this location since they re-registered with us in May 2017. However, no other changes had been made at the home; the registered manager and the running of the service had remained consistent. Therefore we used the information we hold about the inspection history of this location to guide and inform our inspection planning.

At the time of our last comprehensive inspection in June 2015, the home (under the previous provider name) was rated as ‘Good’. At this inspection we found that the registered manager had continued to develop the service in order to excel the good standards of care provided to people and we found that some aspects of the service were outstanding.

Manor House is a residential care home that is registered to provide accommodation for up to 37 people who require support with their personal care. At the time of our inspection, there were 36 people living at the home.

There was a registered manager in post in accordance with the conditions of their registration with us. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People living at the home were extremely happy with the service they received because they felt very safe, comfortable and respected by the staff that supported them. People felt valued by the staff and were involved in all aspects of their care as well as the running of the service. People felt that their opinions were listened to and respected; it was clear that the registered manager encouraged people living at the home to be in control of their own lives and their home environment. Care was personalised and staff treated people as individuals with the utmost respect; they were exceptionally kind, caring and compassionate, making all interactions count. People were supported and inspired to maintain their hobbies and interests because staff took the time to get to know them and encouraged people to engage in activities that were meaningful to them. People were supported to maintain valued contact with people who were important to them. Staff built trusting and supportive relationships with people and their relatives. All of which contributed to ensuring people received an excellent caring service.

Meal times at the home mirrored a social event where people were supported to eat food that was freshly prepared, well-presented and that met their dietary requirements all in accordance with people’s likes, dislikes and preferences. People received the right level of support to both maintain their independence but also to meet their needs discreetly whilst eating. There was a relaxed, calm and social ambience within the home which promoted people’s comfort and well-being.

People felt safe living at the home and enjoyed the security of the staffs’ presence without feeling unduly restricted in any way; people were supported to feel at home. Staff knew how to keep people safe from the risks associated with their health and care needs and the provider had ensured that there were enough members of staff available, who had been safely recruited to meet people’s needs. This meant that people received the care they required when they required it, including their prescribed medicines.

People were protected from abuse and