More than 90% of our extra care residents are happy
More than 90% of the residents in our extra care courts are happy with their accommodation and services.
We recently completed a survey of tenants at our extra care courts up and down the country and our overall satisfaction rating was 91%.
More than 1,000 of our customers took part in the survey which assessed their general satisfaction and asked them to rate us on a number of specific scores.
It is the first time a provider has assessed its work solely in extra care: a model of accommodation which gives older people the independence of owning their home with care on-site when they need it.
Of those surveyed:
92% said they felt their independence was supported
94% said extra care made them feel safe
94% said they were treated with dignity, respect and are listened to
92% said they were helped with things they wanted.
Kris Peach, our director of extra care, said: “We’re delighted to have scored so highly in what is the first survey of its kind.
“It is particularly pleasing to see residents reported feeling that their independence was supported as this lies at the heart of extra care accommodation.
“We launched our 100th scheme this year and as the largest provider of extra care we wanted to take a lead in working towards a benchmark.
“Extra care is still a relatively new model so it is crucial that we continually assess its effectiveness to inform our approach going forward.
“The results from the survey will allow us to do this and help to improve services in the sector.”
We run more than 120 extra care courts up and down the UK with 2,750 residents.
Respondents in the survey told us:
“I have my independence but know that help is at hand with a willing smile when I need it. I don’t have to deal with problems alone.”
“They go about their work professionally and always have time to listen to me if it’s about my fears or just to chat.”
“I’ve found the best care and all the services I get. I am privileged to have my home here. The carers are absolutely amazing and they are so good to me."