Enter and view: Copthorne Lodge; Knightlow Lodge and Quinton Lodge

This report summarises findings from Healthwatch Coventry’s Enter and View visits to three Housing with Care schemes: Copthorne Lodge, Knightlow Lodge and Quinton Lodge, which are managed by Citizen in partnership with Coventry City Council. The visits formed part of a wider project that began in autumn 2024 to explore how people experience care, support and daily life within Housing with Care settings.

Healthwatch Coventry spoke directly with 28 tenants across the three schemes, observed the environment and interactions, and gathered feedback from staff. The report reflects people’s lived experiences and views shared on the day of the visits, rather than providing a full inspection or assessment.

Overall, tenants reported positive experiences of living in the schemes, with most rating their care and support as good or excellent. Many tenants said that the care they receive is personalised, helps them maintain their independence, and meets their everyday needs. Relationships between tenants and staff were generally described as friendly, respectful and supportive, and staff were seen as caring and approachable.

The buildings were largely viewed as comfortable, safe and homely, with tenants pleased with repairs and improvements. Observations noted warm and welcoming environments, social interaction between tenants, and calm communal spaces. However, some environmental issues were identified, such as noisy fridges in communal areas, small or unclear signage, stained carpets in places, and rubbish in car parks.

Food provision was generally rated positively, with many tenants enjoying the meals available. However, some raised concerns about affordability, particularly given the combined costs of rent and care. A small number of tenants felt that the café option was too expensive to use regularly.

Activities were valued by those who took part, but many tenants felt there were not enough activities available and reported feeling isolated at times. Both tenants and staff highlighted that staffing pressures limit the time available to organise or facilitate activities. Tenants expressed interest in a wider range of activities that reflect their interests.

Communication was generally viewed as good, with most tenants saying they receive enough information. However, some tenants said they have to actively ask for information, and people with visual impairments, literacy needs, or English as a second language found it harder to stay informed. Posters and notices were not always accessible or easy to read.

Staff reported that they find their work rewarding and enjoy supporting tenants, but they also noted that workloads can be heavy. Staff said they would like more time to talk with tenants and with each other, and some felt changes were sometimes made by management without sufficient consultation.

The report concludes that the schemes provide good-quality, personalised care and a strong foundation to build upon. Key areas for improvement include more accessible communication, increased and more varied activities, better support with signposting for benefits and finances, attention to environmental issues, and continued efforts to ensure staff and tenants feel listened to.

Healthwatch Coventry made a series of recommendations to address these issues, including improving accessible communication, strengthening tenant-led activities, enhancing signage and environmental maintenance, and improving information for new tenants. Responses from service providers indicate that actions are underway or planned, such as introducing large-print noticeboards, piloting a tenant newsletter, improving signage, and reinforcing tenant involvement in activities and decision-making.