Enter and view: Harry Caplin House and Elsie Jones House

This report presents findings from Healthwatch Coventry’s Enter and View visits to Harry Caplan House and Elsie Jones House, two Housing with Care schemes managed by Citizen and Coventry City Council. The purpose of the visits was to understand residents’ experiences of living in these schemes, with a particular focus on care and support, communication, activities, food, and the physical environment.

Healthwatch Coventry spoke directly with 11 residents at Harry Caplan House and 13 residents at Elsie Jones House, alongside staff, and made observations of daily life in the schemes. Overall, most residents reported positive experiences and valued the independence the schemes offered, particularly the personalised care and supportive relationships with staff. Many residents rated their care very highly and felt listened to, though some expressed concerns about limited control over their medication and variability in staff approaches.

Residents commonly participated in activities and viewed them as important for reducing isolation and building a sense of community. However, some residents felt the range of activities could be expanded, particularly to reflect different interests and the needs of residents with mental health conditions. Communication was generally seen as good, with most residents feeling informed, although a small number felt staff communication could sometimes feel patronising.

Opinions about food provision in the on-site cafés were mixed. Some residents enjoyed the meals and choice available, while others were dissatisfied with portion sizes, menu variety, or value for money, choosing instead to prepare food in their own flats. All residents retained access to kitchen facilities, which supported independence.

Observations during the visits indicated a calm and friendly atmosphere, respectful staff interactions, and clean communal areas. Nonetheless, there were ongoing building and maintenance issues, such as damaged flooring, hazard tape left in place, and worn furnishings, which raised health and safety concerns.

Staff reported enjoying their roles and supporting residents but highlighted challenges linked to increasing mental health needs among residents, pressure on resources at busy times, and a desire for additional training and managerial support.

The report concludes that both schemes provide positive and supportive environments with a strong foundation for future improvement. Healthwatch Coventry makes a series of recommendations, including improving clarity around residents’ medication rights, expanding training for staff on mental health needs, enhancing activities and outdoor space use, addressing environmental maintenance issues, and improving food choice and quality. Healthwatch Coventry will continue to monitor progress and review responses to these recommendations over time.