Newlands Residential Home in Walmer has been heavily criticised in a report by the Care Quality Commission.

The home in Wellington Parade, which provides care for up to 17 older people some of whom have dementia, was inspected, unannounced, by the commission – the independent regulator of health and social care in England – on December 16 last year.

The report deemed the Walmer home inadequate in terms of safety and leadership, and said improvement was needed to make it effective and responsive.

Inspectors found the environment was not adequately maintained and there were areas that needed repair.

This included cracked flooring, exposed pipework and water stains from leaks.

Inspectors also reported worn and stained carpets, and described a strong smell of urine in one bedroom.

The report said: “The staff did not have access to a carpet cleaner. Repeated requests had been made to the provider, but a carpet cleaner had not been purchased.”

One person had a broken window in a bedroom.

Staff told the two inspectors: “It is boarded but it has been like it for months”.

The report said the care home lacked a system of recruitment capable of ensuring that staff were fit for the job.

“Staff did not always have the appropriate safety checks prior to working with people to ensure they were suitable." - CQC

It said: “Staff did not always have the appropriate safety checks prior to working with people to ensure they were suitable.

“The staff had not received all the training they needed to make sure they had the skills and knowledge to carry out their roles.”

Other reported failings included an absence of equipment necessary for ensuring patients received the right care and support, such as weighing scales and alarmed mats for the three patients assessed as being at risk from falling.

While four out of five assessment areas were judged simply inadequate or requiring improvement, the commission did find the service to be caring, rating it good.

The report said: “Staff took the time needed to communicate with people and included people in conversations.

“Staff spoke with people in a caring, dignified and compassionate way.”

Patients and their relatives agreed, saying staff came quickly when they called for them and there were always employees around.

Overall, the report said: “The service was not well-led. People were not experiencing care from a provider who understood that they needed to promote and improve the service that people received.

“The manager was restricted in the improvements they could make as they were not supported financially or personally by the provider.”

The commission has suggested ways in which the home must improve.

One of the home’s owners – who asked not to be named – said: “I have addressed all of the issues and recommendations.

“We are waiting for another inspection and we are ready for it tomorrow. We hope the outcome will be good and we will aim to be an outstanding home.”