- Care home
Waterloo House
Assessment report published 19 February 2026
Contents
Ratings
Our view of the service
This inspection was carried out between 09 February and 10 February 2026. Waterloo House is a care home providing personal care and accommodation for older people who maybe living with dementia. Waterloo House is registered to support 35 people. At the time of the inspection there were 28 people living at the home.
We rated this service under our previous methodology in July 2019 where it was inspected and rated as good overall. This inspection was undertaken as an aged rating, and we reviewed all 5 key questions. As part of our inspection, we spoke with people who used the service, relatives, care staff, a deputy manager, training and recruitment manager and the registered manager. We reviewed care plans, medication records, health and safety records and quality assurance records.
The registered manager was confident there were enough skilled and trained staff to deliver people’s care and support to them. Care records provided staff with relevant information to meet people’s needs safely and effectively. However, some required further information to make sure staff continued to provide consistent care. Staff completed records of the support they provided. Staff were alert to people’s changing needs and further support was provided from external health professionals when needed. Staff understood which services to call if people needed medical support or guidance.
Staff understood how to keep people safe and protected from poor practice. There was a consistent management structure within the service with defined roles and delegated responsibilities. The management team completed regular audits to assess the quality of the service. They checked people's care plans were completed and regularly reviewed and that medicines were administered safely by staff who continued to be competent to administer them. Some of those processes for checking quality of care, needed to be improved to ensure actions to improve standards were identified and addressed
There was a positive approach to learning at this home. The registered manager took our feedback as a learning opportunity to strengthen their processes. Training methods were reviewed and considered and more face to face and interactive training helped staff learn and refresh skills. Staff were positive about working at Waterloo House and staff felt supported by the provider and registered manager.
People's experience of this service
Overall, people said they were supported by staff who they got on well with. People felt safe receiving care from enough suitably trained staff who were on hand, to meet their needs. People and relatives were complimentary about the support they received. One relative told us they had not recently visited and were overjoyed their family member looked so well cared for. People said the home and their bedroom was clean and maintained. Not everyone was aware of their care plan, however if there were any changes, relatives said they were kept updated. Most people and relatives we spoke with had no reason to complain but they did know who and how to share any concerns or feedback. One theme from people’s feedback was that there was not always enough to keep them engaged and stimulated. However, there was work underway to improve this. People said any health issues they had, were escalated appropriately and people and relatives said if they needed any external health support this was arranged.