The Care Quality Commission (CQC) has downgraded Whitgift House, a care home in South Croydon operated by the John Whitgift Foundation (JWF), from an overall rating of 'Good' to 'Requires Improvement' following an inspection that revealed chronic staffing shortages, leaving vulnerable elderly residents feeling isolated in their bedrooms.
Inspection findings highlight staffing and governance failures
During an inspection carried out between May 19 and June 3, 2026, CQC inspectors found that ongoing staffing shortages had reduced opportunities for residents to spend time with carers. Some residents reported that they “felt isolated in their rooms.” Relatives and staff also said that staffing shortages sometimes delayed personal care, particularly for those requiring support from two members of staff.
Beyond staffing issues, the watchdog uncovered shortcomings in the care home's administrative procedures during its first full inspection since December 2018. Inspectors criticised the home’s ‘inadequate’ record-keeping and raised concerns over a lack of proper oversight of vital safeguarding procedures. As a result, inspectors could not verify whether the JWF was maintaining accurate records to meet good governance standards and “keep people safe from potential harm.”
Ratings downgraded and action plan required
The CQC downgraded the home’s ratings for Safe and Well-led from 'Good' to 'Requires Improvement'. The regulator has asked the JWF to submit an urgent action plan setting out how it will address the concerns identified.
Despite these failings, inspectors found enough positive aspects for the home to retain its 'Good' ratings in the Effective, Caring and Responsive assessment categories. Many residents and their families gave overwhelmingly positive feedback about their daily interactions with frontline care workers. “This is a wonderful home,” one resident told inspectors, adding, “I feel safe and secure and the staff make us all feel comfortable.”
Positive care practices acknowledged
Inspectors found that staff consistently treated residents with dignity, kindness and respect, and observed carers patiently supporting people during mealtimes. Personal care was delivered sensitively, with residents’ privacy respected. Residents told the CQC they valued the support provided by staff, as well as their ability to maintain independence and raise concerns with management. Care records were detailed and reflected residents' individual needs and social histories, and medication management was judged to be safe.
However, feedback on the home’s leadership and daily activities was mixed. Some residents praised the new manager’s visibility, while others felt standards had declined following several management changes.
Foundation responds and plans improvements
Following the report, published last week, the JWF acknowledged the need to improve governance, staffing oversight and the quality of activities. It said it is recruiting additional staff as part of efforts to improve residents' day-to-day experience. The CQC will continue to monitor the care home closely to ensure the required improvements are implemented swiftly and effectively.
Last week, the Local Democracy Reporting Service revealed that the JWF had completed the £31.5 million sale of the freehold of the Whitgift Centre to Unibail-Rodamco-Westfield. The proceeds from the sale will be used to support the foundation's education and care services across Croydon. The JWF was approached for comment on the recent report.
