Birmingham retirement village bosses launch investigation into residents' complaints

Bosses of a Birmingham retirement village, described as vibrant and welcoming in publicity posts, have launched an investigation into a raft of complaints by residents.

Fifty people living at Pannel Croft Village, Newton, have signed a letter outlining their grievances, sent to the chief executive of Extra Care Charitable Trust which runs the village.

And on Monday (December 18) some spoke of their concerns at a Newtown Community Forum. Residents’ issues were also discussed at a community forum, staged at Pannel Croft, weeks earlier. Following the meeting an Extra Care Trust spokesperson stressed the claims were being taken “very seriously”.

The row is a far cry from the positive publicity that followed Pannel Croft’s opening in 2012. The village has around 180 homes. The residents’ campaign for change is being championed by community activist Bishop Desmond Jaddoo whose letter to Extra Care’s chief exec outlines 14 bullet points of concern.

They include allegations of harassment, lack of consultation, withdrawal of facilities and a dismissive attitude by staff. The letter states: “They no longer feel that this is their home.” It has also been sent to the Care Quality Commission, West Midlands Police and Birmingham and Solihull Mental Health Trust. MP Shabana Mahmood and Councillor Ziaul Islam have been copied in.

In the letter, Mr Jaddoo said: “As you can see from the signatures on the letter of authority, this is of concern as so many residents cannot be wrong.” The letter calls for an independent investigation and Bishop Jaddoo warns: “All contact with the residents on the letter of authority to be co-ordinated through me as their appointed advocate only.”

Online, Extra Care describes Pannel Croft as providing “independent living in beautiful surroundings for over 55s”. The website says: “Part of our philosophy is that later life is a time for doing more, not less, that’s why we encourage residents to take part in our varied activity schedule and to start new hobbies.

“The village is a safe haven for all and there is a real sense of belonging among both staff and residents at Pannel Croft Village. Everyone looks out for each other, residents and staff care about each other’s wellbeing – we really are like one big family.”

The complex boasts a greenhouse, restaurant, gym, village shop and bar. The website includes glowing endorsements by those who have made Pannel Croft their home. One states: “Moving here was the best decision I ever made.”

A 2019 Care Quality Commission inspection of Pannel Croft gave the service a rating of “good” in three categories: Caring, effectiveness and responsiveness. But two Commission questions – is the service safe?, is the service well-led? - received “requires improvement” ratings.

Extra Care has acted swiftly and, we understand, appointed an investigator. The registered charity said: “ExtraCare are aware of current allegations. We take allegations very seriously and are in the process of carrying out thorough investigations. There will therefore be no further comment at this time.”