The Mill House
- Care home
- 45 beds
- Nursing care
- Dementia care
- Registered since 2012
- Wroxham, Norfolk, East of England
Requires improvement
Rated on
Rating from the Care Quality Commission.
At a glance
4 ratings
Its last inspection moved it down from Good to Requires improvement.
15 months
since the latest rating was published.
86 of 288
rated care homes in Norfolk are rated Requires improvement, like this one.
The Mill House: inspection record
Rated Requires improvement in July 2025, down from Good.
| 2015 | 2016 | 2017 | 2018 | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 | 2025 | 2026 | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Overall | ||||||||||||
| Safe | ||||||||||||
| Effective | ||||||||||||
| Caring | ||||||||||||
| Responsive | ||||||||||||
| Well-led |
Ratings published by the Care Quality Commission.
Compare nearby
Nearest rated Good or Outstanding: Willowdene (Good, 2.4 miles away) and Heron Lodge (Good, 2.5 miles away).
Nearest care homes:
- G Willowdene Good, 2.4 miles away
- G Heron Lodge Good, 2.5 miles away
- RI Overbury House Nursing and Residential Home Requires improvement, 2.5 miles away
- – Keys Hill Park No overall rating, 2.5 miles away
- G The Gables Good, 2.6 miles away
What inspectors found
From the Care Quality Commission's assessment published 11 July 2025 (assessment visit 3 April 2025). Quoted under the Open Government Licence.
We completed assessment visits to The Mill House on 14 and 15 April 2025. This is a service for providing nursing and residential care to adults and older people living with dementia. At the time of our inspection the service was full at 45 people living at the service, with 3 people in hospital. At our last inspection completed in July 2019, the service was rated good overall, with requires improvement for safe.
- Safe No rating
- Effective No rating
- Caring Good
- Responsive No rating
- Well-led No rating
Read the rest of CQC's summary
At this inspection, we identified some areas of the service had deteriorated, and breaches of the regulations were identified in relation to the provision of safe care and treatment, and good governance. Where CQC have decided to take civil or criminal enforcement action against a provider, we will publish this information on our website after any representations and/ or appeals have been concluded.
We identified shortfalls in the quality and content of people’s care and support records, which increased the risk of inaccurate information being followed by staff, particularly unfamiliar staff such as agency. People were living with complex conditions and nursing care needs, and were not all able to make staff aware of their needs, or manage their safety independently.
We found areas of risk within the care environment the provider’s own audits and safety checks had not identified, including access to unsecured drink thickener, denture cleaning tablets and prescribed creams placing people, particularly those living with dementia at risk. Whilst the provider responded promptly to our inspection findings, changes within the care environment would not have happened without these concerns being brought to their attention. We identified shortfalls in the service’s oversight of people’s individual risk, and the wider impact this had on the assessed dependency levels and overall risk profile within the service.
As an outcome of our inspection, we made a referral to Norfolk Fire and Resue Service, who visited the service and gave advice to the provider and sourced their own assurances.
-
Safe
No rating
Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question requires improvement. At this assessment the rating has remained requires improvement.
This meant some aspects of the service were not always safe and there was limited assurance about safety. There was an increased risk that people could be harmed.
The service was in breach of legal regulation in relation to the provision of people’s safe care and treatment.
-
Effective
No rating
Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.
At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement.
This meant the effectiveness of people’s care, treatment and support did not always achieve good outcomes or was inconsistent.
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Caring
Good
Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.
At our last assessment we rated this key question good. At this assessment the rating has remained good.
This meant people were supported and treated with dignity and respect; and involved as partners in their care.
-
Responsive
No rating
Responsive – this means we looked for evidence that the provider met people’s needs.
At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement.
This meant people’s needs were not always met.
-
Well-led
No rating
Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.
At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement.
This meant the management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care.
The service was in breach of legal regulation in relation to good governance.
Questions to ask when you visit
- Safe was rated Requires improvement on 11 July 2025. Ask how medicines are managed, how staffing levels are decided and how incidents are reviewed.
- Effective was rated Requires improvement on 11 July 2025. Ask about staff training and how health appointments are arranged.
- Responsive was rated Requires improvement on 11 July 2025. Ask to see how care plans are kept up to date, how complaints are handled and what activities are on offer.
- Well-led was rated Requires improvement on 11 July 2025. Ask about changes in management and what has changed since the report.
Registration details
- Registered manager
- Samantha Capper
- Registered with the CQC since
- What it provides
- Care home service with nursing
- Who it supports
- Dementia, Older People, Younger Adults
Inspection report
Read the full inspection report (opens the Care Quality Commission website)5 inspection reports, latest 4 September 2019. Latest assessment published 11 July 2025; the Care Quality Commission's newer assessments are published on its website rather than as reports.
The rating is the Care Quality Commission's. We show it as published and do not change it.
Who runs it
- Provider
- Runwood Homes LimitedBrand: Runwood
- Ownership type
- Organisation
- Companies House number
- 00731250 (opens Companies House)
Runwood Homes Limited runs 55 services in England, 37 of them in the East of England. 46 are rated Good or Outstanding and 9 are rated Requires improvement or Inadequate.
Other services run by Runwood Homes Limited
- O Low Furlong Outstanding. Care home, Warwickshire, West Midlands
- G Alexandra House - Harlow Good. Care home with nursing, Essex
- G Ashwood - Ware Good. Care home, Hertfordshire
- G Bennett Lodge Good. Care home, Thurrock
Getting help from Norfolk County Council
The council can assess what care someone needs and tell them what help with the cost they may get.
- Adult social care at Norfolk County Council
- Ask for a care needs assessment
- Phone: 0344 800 8020, Monday to Friday, 9am to 5pm
- Support for carers
- Paying for care: Norfolk County Council
Checked on the council's website, November 2026.
Common questions
- Does The Mill House provide nursing care?
- Yes. The Care Quality Commission lists The Mill House as a care home with nursing.
- How many beds does The Mill House have?
- The Care Quality Commission's register lists 45 beds at The Mill House.
- When was The Mill House last inspected?
- The Care Quality Commission's latest rating for The Mill House was published on 11 July 2025.
- Who runs The Mill House?
- The Mill House is run by Runwood Homes Limited. It runs 55 services in England, 37 of them in the East of England.
- What is The Mill House's CQC rating?
- Its overall rating from the Care Quality Commission is Requires improvement, published on 11 July 2025.
Contact
- Phone
- 01603 737107
- Address
- Mill Road, Horstead, Norwich, NR12 7AT Map (opens Google Maps)
Compare nearby
Nearest rated Good or Outstanding: Willowdene (Good, 2.4 miles away) and Heron Lodge (Good, 2.5 miles away).
Nearest care homes:
- G Willowdene Good, 2.4 miles away
- G Heron Lodge Good, 2.5 miles away
- RI Overbury House Nursing and Residential Home Requires improvement, 2.5 miles away
- – Keys Hill Park No overall rating, 2.5 miles away
- G The Gables Good, 2.6 miles away