- Care home
Welcome House - Leeza Court
Report from 17 September 2025 assessment
Contents
Ratings
Our view of the service
Date of assessment: 29 September to 07 October 2025. Welcome House-Leeza Court is a residential care home supporting people living with mental health conditions. The service is registered to support up to 16 people and at the time of our inspection 15 people were being supported at Leeza Court. Not everyone supported by this service received the regulated activity of personal care. This assessment looked at people’s personal care and support. At the time of our assessment, the provider was supporting 5 people with personal care.
The service was last inspected in December 2019 and rated “Good”. CQC conducted a further inspection in February 2022 to monitor how the service was complying with infection prevention protocols as part of our regulatory response to the COVID-19 pandemic, however these inspections were not formally rated. We conducted this inspection due to the length of time since the last full inspection, and in response to information of concern shared with us by partner organisations.
We found that despite people having complex mental health conditions which placed them at significant risk of coming to harm, there was a lack of robust guidance on how people’s mental wellbeing would be supported proactively or how staff should respond if people were to become distressed or put themselves or others at risk through their actions. There was a lack of consistency in how people were supported depending on which staff interacted with them. This meant people were at greater risk of coming to harm through an inconsistent understanding of their needs.
People were able to use the service as they wished and were encouraged and supported to go into the community independently and take part in the things that mattered to them. There were sufficient staff at the service who were safely recruited and treated people with kindness. However, governance systems at the service were not effective and had not identified significant risks to people such as ligature or fire safety risks. People had a range of complex health conditions where there was no plan or guidance on how the service or staff should support people in staying healthy and well.
The provider had not acted with openness or integrity when allegations of abuse or neglect had been raised and failed to report these in line with requirements. Where people had restrictions put in place on their daily lives, these were not clearly assessed to determine if people lacked capacity or not and if decisions made were in their best interest.
We identified 8 breaches of legal regulation in relation to consent, safe care and treatment, safeguarding service users from abuse and improper treatment, person centred care, staff training, treating people with dignity and respect, failure to submit statutory notifications and good governance. This service is being placed in special measures. The purpose of special measures is to ensure that services providing inadequate care make significant improvements. Special measures provide a framework within which we use our enforcement powers in response to inadequate care and provide a timeframe within which providers must improve the quality of the care they provide. In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded
People's experience of this service
People spoke positively about the care they received, and described staff as being caring and responsive to their needs or those of their loved ones. One person told us “I am happy here and this is the best place I have lived. I don’t live in fear like I have done in previous services”. People told us they felt the service communicated with them proactively and they were comfortable any concerns they raised would be listened to and addressed.
However, we found the service was not operating to the standard we would expect in many areas, and that the service hadn’t ensured all appropriate steps were taken to protect people from harm, to maximise independence or support people with their mental health in line with best practice guidance.