Townsend Hub

The following is CQC's published account of its assessment, published 6 January 2026. References to “we” mean CQC. It describes findings at that time.

Date of Assessment: From 27 November 2025 to 8 December 2025. The service is a residential care home providing reablement support to adults following a hospital stay.

People told us staff were kind and supportive, and we observed caring interactions that promoted dignity and respect. Staff worked well together and collaborated with external professionals to achieve good outcomes. People felt safe during transitions and were supported to maintain independence and plan for their future.

We found a breach of regulation. The provider continued to be non-compliant with regulations concerning governance and record-keeping, as further improvements were required to ensure care was consistently safe and effectively managed. Risk management was not always person-centred, and care plans lacked detail about consent and capacity. Falls mitigation strategies were generic, and monitoring of health needs such as diabetes and catheter care was inconsistent.

Staff said they knew people well, however felt this was impacted when they had to work across different floors. The service catered well for people who might otherwise experience health inequalities.

While staffing levels were sufficient, some staff felt overstretched, which affected record-keeping and training compliance. However, people did feedback that staff were kind and caring and we observed pleasant interactions.

Governance systems were not fully effective. Audits did not identify gaps in care planning, and lessons from incidents were not consistently embedded. While leaders were approachable and staff felt supported, improvements in oversight and continuous learning are required to drive sustained change.

We have asked the provider for an action plan in response to the concerns found at this assessment.