Water Mill House Care Home

Rose Lane (Off Red Lion Lane), Hemel Hempstead HP3 9BP
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9.7 94 Reviews
  • Water Mill House Care Home, Hemel Hempstead
Water Mill House Care Home provides expert care to adults (18+) with a range of support needs including rehab following a stroke or amputation, paralysis, Muscular Dystrophy, Multiple Sclerosis and Parkinson’s. The dedicated team also delivers residential, nursing and dementia care with love and kindness whilst holding platinum accreditation under the Gold Standards Framework for compassionate end-of-life care.

Residents are supported to try new activities and rediscover former hobbies. From music and movement sessions, reminiscence projects, to brain gym, and make a wish initiative, there is truly something for everyone. As well as frequent excursions to local places of interest on the minibus and visits from entertainers, schoolchildren and the ‘Newt Brigade’, the home’s preschool group.

Water Mill House is a stimulating environment that promotes independence. Set over three floors, the spacious home with state-of-the-art gym, equipped with cardio machines, resistance equipment and stretching aids, ensures a comprehensive approach to rehabilitation, enabling community clinicians, physiotherapists and the home’s care team to work in partnership. Together they create and review personalised care plans that maximise each resident's rehabilitation potential, promoting their physical recovery, improving mobility, and enhancing communication skills.

Families are an integral part of life at the home, which boasts beautiful en-suite bedrooms, a bustling bistro, sunny rooftop terrace and on-site library, cinema, spa and hair salon. All surrounded by tranquil landscaped gardens with scenic views of the Hertfordshire countryside.

The team receives comprehensive training and professional development to deliver the high standards of holistic care residents and families deserve. In November 2023, it was a finalist in the Dignity in Care category at the East of England Great British Care Awards 2023.

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Care Provided by Water Mill House Care Home

  • Primary Care Categories
  • Dementia
  • Learning Disability
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 70 Service Users
  • Privately Owned
  • Care Offered
  • AIDS/HIV
  • Alzheimer's
  • Autism/ASD
  • Bariatric Care/Obesity
  • Cancer Care
  • Cerebral Palsy
  • Colitis & Crohn's Disease
  • COPD/Pulmonary Disease
  • Epilepsy
  • Hearing Impairment
  • Huntington's Disease
  • Korsakoff Syndrome
  • Motor Neurone Disease
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Orthopaedic
  • Parkinson's Disease
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • Day Care
  • End of Life Care
  • Own GP if required
  • Palliative Care
  • Physiotherapy

Good to Know

  • Person in charge
  • Victoria Forsythe (Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (70)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Number of floors: 3

Funding & Fees Guide for Water Mill House Care Home

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Television point in own room
  • Wheelchair Access

Water Mill House Care Home Reviews (94)

Total of 94, showing 1-20
9.7

Water Mill House Care Home has a Review Score of 9.7 (9.728) out of 10, based on 31 reviews in the last 2 years. Over all time Water Mill House Care Home has 94 reviews.

Overall Experience

  • 75
  • 15
  • 2
  • 0
  • 2

Date Published

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Review from N S (Daughter of Resident) published on 14 April 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mum has had a hard time settling. Also does not want to live or eat kitchen home made special meals. A particular staff member went out his way to get her the emergency mental health team. Management have moved her room so she can see fields & animals & the school. Staff at all times go out of their
way to help her make her feel loved & special.

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Review from Alison G (Daughter of Resident) published on 4 April 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Wonderful staff, professional, friendly and very caring. I feel my dad is well looked after and his complex medical needs are monitored and administered to accordingly. All staff are proactive and reactive as and when required.

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Review from J M (Granddaughter of Resident) published on 2 April 2025
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My Grandmother was a resident for 7 years at Water Mill, many of them happily spent. Many of the staff during this time were fantastic.
However in 2024, we decided to move my Grandmother due to the decline in management & culture since 2020 when there was a change of management and style. My Grandmother's
care needs were not met due to poor management & oversight of care provision. There were two separate incidents where my Grandmother's health was severely impacted, one due to an undetected severe bacterial skin infection and then undetected bowel impaction. Subsequently, we did not have confidence in the management of care. In addition, we do not feel care costs are in line with similar quality homes (with higher rated CQC audits). We feel comfortable leaving this review now, as when my Grandmother's needs increased we made the distressing choice to move her at 89 years old to an alternative local home where she passed away in March, managed with care and dignity by the new team.

Reply from Victoria Forsythe, Home Manager at Water Mill House Care Home

Firstly, please accept my sincere condolences to you and your family at the passing of your grandmother. Thank you for your kind comments about our team, however I was really disappointed to read much of your review. The matters you refer to, which happened back in 2023, were thoroughly investigated by us and we kept your family closely updated with our findings and gave you further context at the time to help clarify what had happened. We were so saddened when you made the decision to move your grandmother to another home almost 12 months later as she was a much-loved member of our home. If I can be of any help at all in clarifying any detail with you directly, please don't hesitate to contact me.


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Review from E W (Granddaughter of Resident) published on 25 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I recently visited my nan at Water Mill, it's been a while since I was there and what a warm welcome I received from the man on reception.
When I saw my nan she looked so happy, she was dressed immaculately her hands nicely manicured, she was excited to tell me about the new activity coordinator and
the lovely food she has been having.
The manager was walking past nans room she came in to say hello , it's so nice to have a manager who genuinely cares about her residents and her home.
Nothing is too much trouble and the manager does everything to make the lives of all that live at Water Mill fulfilled and happy,
I wouldn't have my nan anywhere else
Thank you to all the staff

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Review from O D (Grandson of Resident) published on 25 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My dearest Gran was a resident here at Water Mill House Care Home for the last 2 years of her life. She was so happy there the care and attention that the staff and the manager gave was out of this world. The home has a lovely atmosphere everybody is treated with dignity and respect you wouldn't find
a better home.

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Review from L O (Daughter of Resident) published on 24 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

I want to start by acknowledging that a majority of the staff at Watermill Care Home are caring and compassionate. However, I'm concerned about the level of care my father has received during his end-of-life care. A majority of the issues have occurred during weekends and night shifts, when it seems
there aren't enough staff to meet the needs of residents.
My father has been left waiting for over an hour for pain relief and has been left in soiled pads for extended periods, which is unacceptable for someone in his condition. When concerns were raised, the response from management was dismissive, with comments like "you can move somewhere else" and "you need to adjust to how we do things here."
I believe the main issues stem from insufficient staffing and poor management. I hope this feedback is taken seriously to prevent others from experiencing similar distress during such a difficult time.

Reply from Victoria Forsythe, Home Manager at Water Mill House Care Home

We were pleased to read your comments about our wider team being caring and compassionate. However, we were saddened to read the remainder of your review. We take all feedback extremely seriously, carefully looking into the concerns you raised with us directly and we hope the detail we included in our recent letter has helped to provide comfort and show a more accurate picture of the situation.Please be assured the wellbeing and happiness of all of our residents is always at the forefront of everything we do and we remain committed to ensuring your father receives the very best care and you, as a family, continue to be supported during this difficult time. Please don't hesitate to speak to us if you need anything.


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Review from Amanda M (Daughter of Resident) published on 31 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mum came to Water Mill House for respite care and I cannot believe the change in her health and wellbeing as we prepare to go home. The amazing care she has received has helped her eat well, make friends and get stronger. We visit anytime and are always welcomed, the facilities and rooms are so
clean and bright with a calm, warm feel. Nothing is too much trouble for the wonderful staff. Thank you for looking after our mum so well.

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Review from Teresa E (Daughter of Resident) published on 31 January 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mother was in this wonderful place for 3 weeks' respite in January 2025. Everyone working there was so friendly and caring towards mother and the family which put our minds at ease. We had total trust with the team looking after Mum's welfare. Communication with the family was excellent and very
responsive to our requests and needs. Mother settled in very well, we believe one of the main factors was due to all the staff's expertise and knowledge with caring for the vulnerable. Mother's appetite improved immensely due to the quality and variation of meals. The facilities were exceptional, a special mention to the Bistro and Hairdressers which made such a difference to Mother's experience. If our mother requires further respite, we would not hesitate to bring her back to Water Mill House.

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Review from Linda B (Daughter of Resident) published on 23 January 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My father came to Water Mill House in November 2024 for respite. Due to the amazing care the staff have shown towards Dad he has now chosen to stay at the Watermill on a permanent basis. His mental health, happiness and well-being improved greatly within a week of being out of hospital and cared for
at the Watermill. The Watermill provide home-from-home care. Nothing is too much trouble and the staff are always cheerful and attentive to Dad. He is treated with dignity, care and tenderness. The family are welcomed and listened to. We have become his children and grandchildren again rather than his carers. Dad enjoys the variety of activities and feels safe and secure. Thank you so much to all the staff at the Watermill. The family can relax with peace of mind that Dad is well cared for.

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Review from Laura W (Daughter of Resident) published on 18 October 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother-in-law went into the care home with advanced dementia and a significant bed sore. The team here worked very hard to try and heal the sore, provide pain relief and keep her clean and comfortable. This is a model care home. Clean, friendly, bright, decorated nice and modern with private bathrooms
per room. If you are worrying about sending your loved one to a care home that they may face neglect or be left 'to rot' then you really need to visit this place. My mother-in-law actually felt happier knowing she had what she needed on hand versus all the hassle of calling doctors and long wait times for district nurses etc. The garden is beautiful and always lots to see and hear. It never smelled bad and is a nice place for family and friends to visit as they can use the nice bistro/coffee shop/family dining room, gardens and even a library with books, games and puzzles for the little ones. An excellent care home.

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Review from A S (Daughter of Resident) published on 18 October 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My dad has settled in well. Staff friendly and helpful.

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Review from David B (Stepson of Resident) published on 18 October 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am totally blown away by this fantastic care home my father-in-law resides at. Where do I start? The staff are amazing - nothing is ever too much trouble. You simply turn up as a visitor whenever you like (save lunchtime) and it really doesn't matter as they are not putting on a show for you; they
are simply getting on with their wonderful work. The manager is rightfully proud of her team and says it's been years since they ever needed agency staff. As a person myself that worked in care for last 20 years, that it amazing and only reaffirms that it is a nice place to work at. My father-in-law loves the staff and they appear to love him - you really can't fake this - it's really happening. The place is spotlessly clean whenever I visit. The cafe on the ground floor is a wonderful place to visit, the gardens are immaculate. I cannot thank the home enough! Wonderful.

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Review from L B (Daughter of Resident) published on 11 October 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

When dad went into the Water Mill House Care Home after a hospital stay we were not sure if it would be for respite, or a permanent move. Staff were all welcoming, friendly and supportive from the Manager down. The home is a lovely bright homely environment and the rooms are the same, no nasty smells.
Lots of activities going on daily, if you want to join in. They have a hairdresser and mini gym, a bistro that is available to residents and families. There is even a private dining area for residents to have a meal with friends and family on special occasions. Thanks to the support and care of the nursing and care staff Dad was able to build up his strength and return home. A thank you from me also for the support they gave me during this stressful time. Would recommend.

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Review from Alan E (Son of Resident) published on 7 October 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum joined the Water Mill Family November 2023 and joined in with all parts of her new life. We can't thank the team at Water Mill enough for the care and love they showed to Mum during her time there. RIP Mum.

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Review from Susan O (Daughter of Resident) published on 4 September 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mum arrived at Watermill quite poorly but the nursing team and carers took her under their wing and made her immediately welcome and part of their family. They cannot do enough for her. The weekly doctor's visits and the attention to detail of all the staff have been amazing. And although she is
still poorly, we know she is comfortable and secure and on her good days, she enjoys meeting her friends in the coffee shop or watching TV in the lounge or letting me read to her in the library. She has loved the entertainment and joins in when she can with the singing. A 5-star experience for our beloved mum. Thank you to the manager and the team you really have lived up to your promises.

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Review from Jane B (Daughter of Resident) published on 14 August 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My parents both have dementia and have been residents at Water Mill House for two years. They enjoy a wonderful standard of care from staff who are kind, engaged and observant about their needs. The care home is purpose-built with bright accommodation, cheerful communal areas and good facilities. The
atmosphere is warm and comforting but there is always a lively and varied programme of activities and social stimulation. The care plans are very detailed and carefully tailored to the individual, while a calm, steady flow of information between staff, residents and relatives keeps everyone well informed.

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Review from Louise S (Daughter of Resident) published on 3 July 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My dearest mum has been at Watermll Care Home since 2014. She has now been on all three floors - resident, nursing and now, dementia. Mum has always joined in with the many activities within the home and outings too, as well as getting her hair done weekly with the in-house salon. Mum has made many
friends with the residents, but also with the carers who look after her. Mum used to potter in her room with her radio on or watch TV, but when she wanted a chat or company would go to the lovely bistro on-site. Mum is now on the dementia floor and all the staff are marvellous which gives us, as Mum's family, some relief and reassurance. The manager of Watermill Care Home, her door is always open if you need answers or advice to any questions or worries you may have.

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Review from H C (Partner of Resident) published on 18 June 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I visited 4 local care homes when looking for a new care/nursing home for my partner. As my partner had previously been a resident in a care home, the experience taught me what we needed and were looking for. All 4 were clean, residents well presented, very good amenities and friendly staff. When I
came to visit Water Mill it had all that and more. It has a warm and welcoming atmosphere and, a stimulating yet homely environment. It has 'soul'. My partner moved in and Water Mill delivered. The staff are calm, caring, empathetic, well trained and work well as a team. The food is excellent with a planned menu. My partner is now putting back some of the weight he had lost. We are both so happy with Water Mill.

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Review from Jean W (Wife of Resident) published on 18 June 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All the carers and other staff are warm, friendly and compassionate. The BBQ party was a perfect example of this when everybody helped us and made it much easier for me with kindness and concern. I haven't been able to find out what activities my husband does apart from listening to music which he loves
but I can't thank the lovely carers enough!

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Review from M D (Respite Resident) published on 14 June 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I was very pleased to spend two weeks at the Water Mill House Care Home. I was made very welcome by all the staff who were friendly and very helpful. The rooms are spacious. clean and comfortable with excellent bathroom facilities. Having one's own toilet and television was a bonus. The food was generally
very good, especially the hearty breakfasts. I spent two very comfortable weeks on a lovely soft mattress. Good tea and coffee plus homemade cakes.
Highly recommend.

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Current Review Score: 9.7 (9.728)

Overview of Review Score

The Review Score of 9.7 (9.728) out of 10 for Water Mill House Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 31 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 29 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.728 for Water Mill House Care Home is calculated as follows: ( (304 Excellents x 5) + (41 Goods x 4) + (14 Satisfactorys x 3) + (1 Poors x 2) + (7 Very Poors x 1) ) ÷ 367 Ratings = 4.728

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 Points relating to the number of positive Reviews for Water Mill House Care Home is based on 29 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 70 registered maximum number of service users is 14, which has been reached with 29 Positive reviews. Points = 1

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 20 Sep 2023

Overall
Requires improvement

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Requires improvement

  • Well-led

    Requires improvement

Care Quality Commission is responsible for the registration and inspection of social care services in England.

View Latest Report

Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (16)

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Meet the Team (1)

Victoria

Victoria Forsythe

Job Title: Home Manager

Joined: 2020

Victoria qualified as a registered nurse in 1993 and has worked in social care for 30 years, always driven by a passion for making a difference in people's lives.


Her journey began with the NHS in Lancashire, where she quickly advanced to Ward Manager. Seeking new challenges, Victoria moved south to embrace her first role as Deputy Manager in the care home sector and found her true calling.


With extensive experience in managing and commissioning care services, Victoria has successfully led both large, privately-run care homes and smaller, family-owned homes.


Drawn to Water Mill House for its warm, family atmosphere and commitment to making every day joyful and meaningful, Victoria has built strong, caring relationships with our residents and team.


When she’s not at work, Victoria cherishes family time with her husband Richard, son Harry, and Bichon Friese, Lily. She also loves to bake!


Frequently Asked Questions about Water Mill House Care Home

What types of Care is Water Mill House Care Home registered for?

Older Person Care, Dementia, Respite Care, Learning Disability, Physical Disability & Sensory Impairment are the registered (by the Care Quality Commission) categories of Care.

What additional types of Care does Water Mill House Care Home provide?

Palliative Care, Day Care, Convalescent Care, Physiotherapy, Own GP if required & End of Life Care are other types of care provided.

How many Rooms does Water Mill House Care Home have?

There are 70 Single Rooms.

What are the Facilities & Services at Water Mill House Care Home?

Own Furniture if required, Pet Friendly (or by arrangement), Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Wheelchair Access, Gardens, Bar/Café, Residents Kitchenette, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Water Mill House Care Home to the centre of Hemel Hempstead?

2.2 mile(s) as the crow flies, distance by road may be significantly further.