- Homecare service
Battersea Place Retirement Village Limited
Report from 3 October 2025 assessment
Contents
Ratings
Our view of the service
Date of Assessment: 14 October to 21 October 2025.
Battersea Place Retirement Village Limited provides a domiciliary care service for older people living in 104 apartments on site. 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, out of the 104 occupied apartments, 15 people were receiving personal care.
We undertook this inspection to check the provider had improved how they documented their care plans after we had identified issues with the way they recorded after their last inspection.
The last overall rating for this service was Good. However, the key question, Is the service responsive was rated requires improvement [published 13 January 2020].
For this inspection, we reviewed all 22 quality statements related to the 3 key questions, Is the service safe, responsive and well-led? For those key questions not inspected, we used the ratings awarded at their last inspection to calculate the overall rating.
Based on the findings of this inspection, the overall rating remains good and the requires improvement rating for the responsive key question has been changed to good. This was because we found the care home had improved the quality of its care plans.
People were treated with kindness and compassion. The service had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were
protected and kept safe. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people took decisions in people’s best interests where they did not have capacity. Staff understood and managed risks.
The facilities and equipment met the needs of people, were clean and well-maintained and any risks mitigated. There were enough staff with the right skills, qualifications and experience. Managers made sure staff received training to maintain high-quality care.
The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and support. The service worked to reduce health and care inequalities through training and feedback.
Staff managed medicines well and involved people in planning any changes. People were involved in decisions about their care. People were involved in planning their care and understood options around choosing to withdraw or not receive care.
Leaders and staff had a shared vision and culture based on listening, learning and trust. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities. Managers worked with the local community to deliver the best possible care and were receptive to new ideas. There was a culture of continuous improvement.
People's experience of this service
People and their relatives were positive about the quality of the care and support provided by the service.
People told us they felt safe living there and described staff as caring and kind. Typical feedback included, “I absolutely feel safe”, “I try to do things myself. They listen and respect me”, “I do feel they understand me and my needs” and “Staff are absolutely wonderful. It feels like home. It’s warm and friendly. I have amazing care. I’m never left alone. They know how to care for me.”
People said there were enough staff employed to meet their needs, “The carers are very good. I think there is enough staff for me”, “I have care staff visit, and they are really good, really lovely! They listen and are very caring” and “I have a call bell and they do respond. There’s 2 staff at night on call.”
People said they felt safe in relation to risks and the environment. Telling us, “I have a call button around my neck, and they respond quickly”, “Staff always wear protective wear like gloves and shoe covers” and “They keep my flat tidy, clean and well maintained.”
They said that the management listened to their feedback and concerns, “I get weekly emails, that’s how they communicate with residents.”
Other comments included, “I think this is a well-run place, I’m happy here”, “There’s been lots of changes with senior management, but it feels more stable now”, “The General Manager always says he has an ‘open door policy’. He cares about this place. I can go to him if I need something. He is always available.”
Relatives were equally satisfied with the service, telling us, “There was always a Nurse on call and she could ring her buzzer for additional help”, “The Carers are all extremely nice, kind and thoughtful. They carry out welfare checks in the day, which helps her feel less isolated as well”, “They assist with her medication and there’s been no issues so far”, “The Carers do seem well trained and they know my mum’s needs very well” and “I think communication from the service is very good. I get emails each week and if there are updates with her care. The Care Manager is excellent. If you have any concerns, she will address it. I do think they listen and take action. Battersea Place is incredibly well run.”