Enter and view: Humber Court

This report presents the findings of a Healthwatch Coventry Enter and View visit to Humber Court, a Housing with Care scheme managed by Extra Care. The purpose of the visit was to understand residents’ experiences of living at Humber Court, including the quality of care and support, communication, activities, food, and the suitability of the building and environment.

Healthwatch Coventry spoke with twelve residents and gathered feedback from staff through surveys and informal discussions. The visit also included direct observations of the building, communal areas, activities, and interactions between residents and staff. The report reflects only the experiences and views shared during the visit and does not represent a full inspection of the service.

Residents generally reported positive experiences of living at Humber Court. Most felt supported, safe, and able to maintain their independence. Personalisation of care was rated as excellent or good by the majority of residents, and people highlighted the caring and approachable nature of staff and the effectiveness of the scheme manager. Family and friends were also described as playing an important role in supporting residents with day-to-day needs.

Activities were viewed positively, with most residents participating in organised sessions such as chair yoga, knitting, and reminiscence groups. However, some residents expressed a desire for a wider range of activities, particularly activities that might appeal more to men. Temporary gaps in activity coordination were also noted.

Communication was generally seen as adequate, with most residents saying they received enough information, although some missed having regular activity bulletins delivered to their flats. A small number of residents raised concerns about rising costs and finances, including a wish for easier access to cash facilities on site.

Food was mostly rated highly, with residents saying it met their needs and was of good quality, although the cost of meals was a concern for some. A few residents noted the need for more culturally diverse food options. The building and environment were largely described as clean, welcoming, and well maintained, with residents appreciating the communal spaces and outdoor areas. Some practical issues were raised, such as kitchen cupboards being difficult to access, limited space for freezers, and organisational issues with cleaning and time allocated for personal care.

Staff described Humber Court as a positive and rewarding place to work, with a supportive manager and good team culture. They also identified challenges, including increasing resident needs, NHS pressures, administrative workload, and the need for more staff development opportunities and additional resources during busy periods.

Observations during the visit supported much of the positive feedback. The scheme was clean, calm, and welcoming, staff communicated respectfully with residents, and activities were inclusive and well facilitated. Residents appeared relaxed and engaged in communal areas.

The report concludes that Humber Court provides valuable support to people who can no longer live independently, while enabling residents to retain independence and a sense of community. Healthwatch Coventry was impressed by the overall environment and the quality of interactions between staff and residents, while recognising areas where further improvements could be made.

A set of recommendations is included, focusing on expanding activities, especially for men; improving staff training and resources; enhancing communication and accessibility; ensuring clearer information for new residents; improving cultural diversity of menus; and maintaining external areas. Responses from the provider are documented, outlining actions already taken or planned, with Healthwatch Coventry intending to review progress at three- and six-month intervals.