Waterloo House

The following is CQC's published account of its assessment, published 12 September 2025. References to “we” mean CQC. It describes findings at that time.

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.