Enter and view: Willow Gardens
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Healthwatch Sandwell carried out an Enter & View visit to Willow Gardens on 19 May 2026 to understand residents’ experiences and assess the quality of the environment and care provided. Willow Gardens is an extra-care housing scheme operated by Sandwell Council, offering approximately 90 self-contained apartments with 24-hour support for older people and those with additional care needs.
The report found that Willow Gardens provides a clean, modern, safe and well-maintained environment. Both the exterior and interior of the building were observed to be tidy, accessible and welcoming, with good signage, ample parking, secure access systems and facilities designed to support residents' independence. Communal areas, gardens, laundry facilities and mobility scooter storage were all reported to be of a high standard.
Residents spoke positively about the food provision, particularly valuing the flexibility to either cook independently in their own apartments or purchase meals in the communal dining area. Several residents commented favourably on the quality of the food and the friendliness of kitchen staff.
A key theme throughout the report was the promotion of choice and independence. Residents reported being able to decide how they spent their time, whether to participate in activities, and which health services they accessed. Many described Willow Gardens as friendly and supportive, and several highlighted positive relationships with staff and management.
The report found evidence of a person-centred culture. Staff were observed to respect residents’ preferences while providing support when needed. Residents were free to move around the building, participate in social activities such as bingo and film sessions, and maintain connections with their local communities.
Information for residents was readily available through leaflets, welcome packs, complaint procedures and tenancy meetings. Residents are encouraged to participate in decision-making through tenancy forums and an extra care panel, allowing them to influence how services are delivered.
Healthwatch found that staffing arrangements were strong. The service reported good staff retention, comprehensive induction and training programmes, regular supervision and positive working relationships with healthcare professionals and local council services. Staff spoke positively about their roles, training opportunities and support from management.
The report concluded that Willow Gardens successfully delivers its ethos of being a "home for life". Residents appeared content and comfortable, staff interactions were warm and respectful, and the overall atmosphere was welcoming and supportive. The environment and quality of care were viewed as contributing positively to residents’ wellbeing and independence.
Healthwatch made one recommendation: the service should consider providing a wider range of structured outdoor and community activities to further improve social engagement and wellbeing. In response, management advised that a dedicated activities coordinator had been appointed and would lead the development of additional activities and community opportunities for residents.