- Homecare service
ExtraCare Charitable Trust Humber Court
Assessment report published 14 October 2026
Contents
Ratings
Our view of the service
Date of Assessment: 08 September to 25 September 2026. Humber Court provides personal care and support to older people who live in their own flats located within the premises at Abbey Park. Not everyone was in receipt of the regulated activity personal care, we only spoke to those who received this support. This assessment took place due to an aged rating.
Effective systems were in place to protect people from abuse and avoidable harm. Staff understood their safeguarding responsibilities and received appropriate training. Risks were assessed comprehensively and incorporated into people’s care plans, with clear guidance for staff about managing people’s health, mobility, skin integrity, equipment and environmental risks while supporting independence. Accidents and incidents were reported, investigated and reviewed, with learning identified and shared to reduce the risk of recurrence. Safe recruitment, medicines management and infection prevention and control systems were also in place. Staff completed relevant training and competency assessments to ensure they had the skills to provide safe care.
People’s care and treatment was based on a detailed assessment of their individual health and support needs. Care plans contained comprehensive, condition-specific guidance which helped staff understand how health conditions affected people, what changes to look for and how to respond appropriately. Staff demonstrated an in-depth knowledge of people’s needs.
The service had developed a strong person-centred culture where staff knew people well and provided compassionate, respectful and individualised care. Staff understood the importance of supporting people’s emotional wellbeing alongside their physical care needs and took time to provide reassurance and encouragement, supporting people to retain their independence, confidence and skills wherever possible. Management also placed a strong emphasis on staff wellbeing, recognising that a supported and valued workforce contributed to positive care experiences.
Care was personalised and designed around people’s individual needs, wishes, routines and what mattered most to them. Comprehensive care plans captured people’s life histories, significant relationships, interests, preferences and desired outcomes, giving staff detailed information to provide meaningful and consistent support. The service demonstrated flexibility when people’s needs changed and worked to enable people to continue receiving support for as long as their needs could be safely met. Management used a range of formal and informal approaches to encourage feedback.
The service had a positive, open and supportive culture, with management demonstrating a detailed understanding of the service and the needs of the people they supported. Clear governance and accountability arrangements were in place. Management welcomed feedback, supported staff development and wellbeing, and promoted an inclusive workforce. Learning was shared within the service and across the wider organisation to drive improvement.
We assessed the service against ‘right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.
People's experience of this service
People and relatives were very positive about the care and support provided. People consistently said they felt safe and well looked after, and described staff as friendly, caring and respectful. People said staff protected their dignity during personal care, responded attentively to their wellbeing, and provided support in a respectful manner. People and their relatives also said they would recommend the service to others. One relative told us “Oh yes, we would absolutely recommend Humber Court. I wish we had found this years ago.”
People and relatives described the positive impact the service had on their lives. This included providing routine, opportunities to develop friendships and reducing feelings of loneliness and social isolation. People were supported to take part in a range of activities and, where appropriate, maintain links with activities and groups outside the service. Where people did not regularly go out, some said staff helped them remain connected by keeping them informed about what was happening in the wider community. One person told us, “They do lots of things, they have a choir to visit us, and we play games every other day and we do some knitting.”
People felt their health and care needs were well supported. They reported receiving medicines on time and described good access to healthcare professionals when required. People felt staff kept an eye on their wellbeing and responded when they needed support. One person told us, “They do look after you.”
Communication with relatives was viewed positively. Relatives felt they were kept informed about people's care and changes in their needs. People also described various opportunities to give feedback with one relative explaining, “We have done surveys and they ask about what activities to include. We can just call them too.”