Enter and view: 9 Old Oak Road

On 2 September 2025, Healthwatch Ealing conducted an announced Enter and View visit to 9 Old Oak Road, a mental health step-down living facility in Acton operated by Hestia Housing and Support. The purpose of the visit was to gain an impartial view of how the service is run and experienced by residents. 

The home was observed to be clean, bright, and well-maintained, with a particularly well-kept garden. Recent improvements included artwork in the lounge and new chairs in the conservatory. Stairwells were clear, and the visitor sign-in book was anonymized to protect privacy. Fire safety measures were in place, and residents reported feeling safe. A variety of activities, such as film clubs, board games, and outings, were available to residents.

However, the visit identified areas for improvement. The home requires further refurbishments, including painting stairways and cleaning conservatory windows. Residents expressed frustration that maintenance and renovations were slow, largely due to delays from the landlord.

Resident feedback was generally positive about staff, with one resident describing them as “lovely” and non-discriminatory. However, some residents reported difficulties in communication and felt that complaints were not addressed promptly. While residents appreciated the independence of cooking their own meals, some were unhappy with the environment due to other residents’ behaviour.

Staff feedback highlighted strong training opportunities, including specialized training for unfamiliar disorders, and a supportive team environment. Nonetheless, staff noted that management support was sometimes delayed until issues escalated. Management confirmed challenges in moving residents on due to council housing classifications and acknowledged ongoing efforts to secure renovations from the landlord.

Healthwatch Ealing made four key recommendations:

1. Continue pressing the landlord for timely maintenance and refurbishments.
2. Review the complaints procedure and improve communication between staff and residents.
3. Maintain the good practice of providing specialized training for staff.
4. Review management protocols to ensure staff receive early and consistent support.