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Archived: London Borough of Waltham Forest, Independent Living Team Requires improvement

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 30 July 2019

About the service

London Borough of Waltham Forest, Independent Living Team provides personal care and reablement support to people for up to six weeks to enable them to regain their independence and confidence.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection, 14 people were receiving personal care.

People’s experience of using this service and what we found

Risks to people’s specific health conditions were not always explored and recorded in their care records. This put people at risk of harm. Accident and incident records did not include learning outcomes to prevent future occurrence.

People’s care plans lacked consistency and their needs in relation to their sexual orientation and gender expression were not recorded. This meant people may not have always received care that met their personal needs. The complaints’ records were not always consistently completed. The provider’s auditing systems were not always effective,

People and relatives told us they felt safe with staff. They were satisfied with staff punctuality. Staff knew risks to people and knew how to safeguard them against the risk of harm and abuse. Staff followed safe infection control procedures.

People’s needs were assessed before they started receiving care. People told us their individualised needs were met by staff who received regular training and supervision. People’s dietary needs were met, and staff encouraged them to regain their independence and confidence. People told us they received appropriate support to access healthcare services.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People told us staff were caring and kind and treated them with dignity and respect. People’s needs in relation to their protected characteristics were met by staff. Staff encouraged people’s independence. People told us they were supported by same team of staff.

People told us they were involved in planning their care and were part of the care reviews. People’s personal needs were met by staff who had a good understanding of their background history, likes and dislikes. People told us they felt comfortable in raising concerns and were satisfied with the complaint’s process.

People were happy with the service and told us they would recommend the service to others. They told us the management was approachable and sought their views about the quality of the service.

For more details, please see the full report which is on the CQC website at

Rating at last inspection and update

The last rating for this service was requires improvement (published 17 January 2019) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found some improvements had been made but were not enough and the provider was still in breach of a regulation. The service remains rated requires improvement. This service has been rated requires improvement or inadequate for the last four consecutive inspections.

This service has been in Special Measures since 4 March 2018. During this inspection the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.

Why we inspected

This was a planned inspection based on the previous rating and to follow up on action we told the provider to take at the last inspection.


We have identified a breach in relation to good governance at this inspection.

Please see the

Inspection areas


Requires improvement

Updated 30 July 2019

The service was not always safe.

Details are in our safe findings below.



Updated 30 July 2019

The service was always effective.

Details are in our effective findings below.



Updated 30 July 2019

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 30 July 2019

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 30 July 2019

The service was not always well-led.

Details are in our well-Led findings below.