CQC Registration
Our personal care and nursing care services are registered with the Care Quality Commission (CQC), which regulates and inspects all adult social care services in the public, private and voluntary sectors in England.
Statement on CQC Report Published February 2026
At Dover House, the safety, dignity and wellbeing of the people who live with us is our absolute priority. We know that families place immense trust in us, and we believe it is important to explain the context of the Care Quality Commission (CQC) inspection report published in February 2026, and what we have already done in response.
Context of the Inspection
This inspection was not part of a routine review. It was triggered following a single serious incident on a night shift involving one member of staff and one resident, which we promptly reported to the relevant authorities. Although the CQC did not investigate the incident itself as part of this inspection, the concerns raised led to an extensive and highly focused regulatory response.
It is important to note that Dover House had been rated “Good” shortly before this inspection, and many of the same systems, staff, leadership and values were in place at that time. The findings therefore reflect a snapshot taken during a period of intense scrutiny, following an isolated incident, rather than a long-term decline in standards.
What the Report Says and What We Accept
The report highlights a number of serious concerns, particularly around:
- Night-time staffing levels
- Risk assessment and care documentation
- Infection prevention and environmental standards on two floors
- Training and supervision arrangements
- Oversight and governance systems
We accept that these issues were identified, and we recognise that in some areas our systems did not operate consistently or robustly enough, particularly in a home supporting people with very complex dementia-related needs.
Where the CQC identified shortcomings, we acted immediately, including during the inspection itself.
Immediate Actions Already Taken
During and immediately following the inspection, we:
- Increased night staffing levels to ensure safer care during the most challenging periods
- Brought in additional clinical and nursing support
- Strengthened oversight, auditing and governance arrangements
- Commissioned urgent reviews of care planning, risk management and training
- Began a programme of environmental improvements, particularly on the 1st floor and 2nd floor
- Reviewed safeguarding and incident-reporting processes to ensure full external escalation where appropriate
The CQC acknowledged in its report that we were responsive and that an action plan was rapidly developed and implemented.
Reassurance for Residents and Families
While the language of the report is understandably strong, it is also important to emphasise:
- Many residents and families reported feeling safe and well cared for
- Experiences varied significantly between floors, with some areas continuing to provide a positive and homely environment
- The issues identified were systemic and organisational, not reflective of the compassion or commitment of the majority of our staff
- The home continues to operate, with enhanced oversight and support, under a clear improvement framework
Dover House remains fully committed to learning from this inspection, strengthening and investing in our systems, and restoring confidence through sustained improvement.
We welcome scrutiny, we welcome accountability, and above all, we remain committed to providing care that families can trust.
If you are a resident, relative or prospective family member and would like to discuss this report or our improvement programme in more detail, we encourage you to speak directly with the management team.