Waterloo House

Updated 28 January 2025

Date of assessment: 10 February to 11 March 2025.

Waterloo House is a residential care home providing personal care and accommodation for up to 19 people who are experiencing severe and enduring mental health conditions. At the time of this inspection, there were 17 people living in the service. This was a responsive assessment as we had received information of concern in relation to the management of safeguarding. At this assessment, we looked at 18 quality statements. We found 7 breaches of the legal regulations in relation to safeguarding, safe care and treatment, need for consent, person-centred care, staffing, notification of incidents and governance.

We found the service was not always operating in accordance with the regulations and best practice guidance. This meant people were at risk of receiving care and support that did not promote their wellbeing or protect them from the risk of avoidable harm.

Care records did not accurately reflect people’s needs, and people were not always supported to have maximum choice and control of their lives. The provider could not be assured there were sufficient numbers of skilled staff to meet people's assessed needs. The provider failed to notify the Commission of significant events in line with their legal responsibilities. Systems and processes did not identify the shortfalls we found at this assessment.

At this assessment, the overall rating remains requires improvement. We have asked the provider for an action plan in response to the concerns found at this assessment.

Updated 28 January 2025

We spoke with 10 people living at the service and gained feedback from 5 relatives to help us assess and understand how people’s care needs were being met. People who wished to share their views with us told us they felt safe and were mostly happy living at Waterloo House. Comments included, “Yes, I do feel safe here,” “Yeah, the staff are nice,” “Yes, I am happy living here …. touch wood,” and “No concerns from me.”

People told us they could speak to the staff if they had any concerns or worries and felt comfortable raising concerns. One person said, “If I had any worries, I’d go to [Registered manager’s name], she’s the boss, she listens.”

Relatives had confidence in the staff and told us their loved ones were supported to manage their care, support and health needs by staff who knew them well. One relative said, “I feel confident and don’t have any concerns at present. I have spoken with the registered manager; they seem to be doing a very good job and are very experienced.” Another said, “I have no concerns with how they support my son; the staff are wonderful.”

Relatives had confidence in the management of the service. One relative said, “Very well run, it wasn’t always like this.” Another said, “I have full confidence in the current manager.