- Care home
Chapter House Care Home
This care home is run by two companies: Care UK Care Services Limited and WT UK Opco 4 Limited. These two companies have a dual registration and are jointly responsible for the services at the home.
Assessment report published 30 April 2026
Contents
Ratings
Our view of the service
Date of assessment: 26 February to 13 March 2026. Chapter House Care Home is registered to support up to 83 people. This includes older or younger people, people living with dementia, sensory impairment and physical disability diagnosis. At the time of our assessment there were 70 people using the service. The assessment included 2 on site visits, with other information and evidence reviewed remotely. The assessment was completed to provide a first Care Quality Commission (CQC) rating following their registration with the CQC on 09 October 2024. Chapter House Care Home is operated by two providers, Care UK and WT UK Opco 4 Limited, who are dual registered. Both providers share equal responsibility for delivering services at the site.
We found the service was in breach of legal regulation in relation to good governance.
There had been some recent changes within the provider and management structure, a new manager had been employed and had worked at the service for 4 weeks. The manager had not yet had the opportunity to meet everyone or get to know people and their families. Some people and their relatives told us they would like to see the management team around more often and feel more supported when they share concerns.
People and their relatives felt the service was safe. Risks to people were assessed, although some assessments did not always include all the necessary detail about their needs. Despite this, staff knew people well and understood how to support them safely.
The management had made some recent changes to staff deployment at the service which people and staff did not feel had been communicated well. Several staff members had recently left the service, and people and their relatives felt these changes and departures had affected the care received.
People were encouraged to maintain their independence. Activities were offered regularly, contributing positively to people’s daily experience, which identified opportunities to further develop dementia ‑specific engagement.
Staff were recruited through robust background checks, and they received ongoing training and supervision to ensure they could provide safe and effective support. Medicines were administered by staff who were appropriately trained and competent in managing medication.
Health conditions were monitored with input from relevant healthcare professionals, and referrals to external services were made promptly when needed. Staff interacted with people in a kind, respectful, and compassionate manner.
People were supported to exercise maximum choice and control over their lives. Staff worked in the least restrictive way possible, always acting in individuals’ best interests. The service’s policies and systems reinforced this approach.
We have asked the provider for an action plan in response to the concerns found at this assessment.
People's experience of this service
Feedback from people living at the service reflected a mixed experience. Some people told us they were happy and content with their living arrangements. Others commented that since the new management team had taken over, a lot had changed and they were not always satisfied with the changes made. Comments included, "I like it here I do feel safe", "I'm happy here, the staff are great" and " I have every admiration for them (staff). Both day and night staff are great."
People who were able to do so were supported to take part in a variety of activities that promoted engagement and wellbeing. Some people living at the service with a dementia related condition did not always receive the same level of stimulation. Activities were available, however, they were not consistently meaningful or tailored to people's individual needs, resulting in some people not experiencing the same opportunities for purposeful engagement as others.