The Extracare Charitable Trust

I have just spent much of a morning with a resident of one of this company's properties. I do not want to give details of this persons or their complaints which might cause trouble, but I have heard a tale of a controlling attitude towards residents and inadequate addressing of legitimate complaints.

Tim Stevenson Donor · Mar 26, 2026 Trustpilot

Excellent store.But please if this is a charity and people are being charitable by bringing you things Please alter your wording on the board in the Urmston store. THE SCRAWL quotes "Two bags only No exceptions" NO Please or thank you?Again if you take your two alloted bags you are told stick it by the sorting room door.AGAIN NO Please or thank youSo RudeThe general public you are to are greating money for you!!

Mandy Cole Donor · Mar 26, 2026 Trustpilot

As a resident of five years now (since it opened), they are totally incapable of keeping services running smoothly, in our village at any rate. We have constant leaks in the building and frequent interruptions to our water system, poorly kept grounds, not enough cleaners, the entire building very shabby after only five years. Given their terrible forced buy-back policy (buying price less 10%, regardless of how long you stay) moving out is not an option. I imagine prisons are better maintained, and eventually you get to leave. We have no choice but to stay.

Lin-S Donor · Mar 26, 2026 Trustpilot

RC was employed by Midland Heart who in turn were subcontracted by ExtraCare in Milton Keynes. Both companies were incredibly untruthful and unprofessional and simply ignored complaints and then lied hoping we would go away.My wife was in a wheelchair and our bungalow was too small for the wheelchair. Our Council said ExtraCare had a ground floor vacancy and the suggestion was we moved there. We met RC who had forgotten to bring his reading glasses and hearing aids so not a good start and I immediately got the impression he was not very professional. He said he would work out the flat affordability later that day and send an email confirming we could afford the property. Only he actually sent his figures about 3 weeks later on a Sunday afternoon. Then he was away receiving hospital treatment for over 3 months, my guess is cancer treatment, so nothing happened for over the first 4 months of our application. He was finally back at work for a single month before leaving employment. Supposedly he never passed our application to anyone so it was simply disposed of. Finally someone else was appointed to replace him who definitely had not been to charm school. She said she knew we had applied but claimed nothing about our application was ever given to her so we had to apply again. How true this was I do not know.Simple adaptions needed for my wife had to be approved which took a considerable time.ExtraCare is really care in name only and only cares about making £! Midland Heart is Midland Heartless! I sent complaints directly to the Midland Heart Chief Executive that were simply ignored by him. I told one of the clowns I dealt with that this was pig ignorant of the ExtraCare Chief Executive and he said he would contact the CE to find out why this had happened. Of course he did not. This same person sent me a pathetic email not apologising and conveniently forgetting standard wording saying if the reply to the complaint is unsatisfactory I can take it higher

David Ludlow Donor · Mar 26, 2026 Trustpilot

Mum had a fantastic experience at Humber Court, amazing and helpful staff, very kind and they all go the extra mile.Pity Extracare cannot be given the same praise.Would not recommend them, dismissive and unhelpful with the issues I had. They are a charity but more interested in money.

Tina Gould Donor · Mar 26, 2026 Trustpilot

The negative comments in the other reviews are completely correct. My father has been living in an ExtraCare Retirement Village for just over 12 months and the service provided is completely inadequate. Along with the comments in another review I have also witnessed controlling behaviour from staff. The village my father is in is far from vibrant. Most of the residents (almost 75%) are over 75 with a quarter of residents being over 85. There is very little entertainment (on the occasions there is it is on a weekday afternoon) and the bar is usually closed once the cafe closes. They rely on volunteers for the day to day running of the village, and have very few paid staff. When the Manager and office staff leave (often before 5pm) the residents are alone and vulnerable in the building. There is no security on site despite the request of residents, and the site having intruders on site running amok recently, and there is constant criminal activity in the car park. It is ideal if you need someone to put you to bed, or need a weekly Dementia Cafe to attend (and I fully appreciate there are people that do need this), but if you were hoping for (and are being promised) a more lively and secure environment to enjoy your retirement I would suggest you steer clear of ExtraCare Retirement Villages. Like the other reviews state they are only interested in their profits and are far from the Charitable Trust they pretend to be!

DeeDee Donor · Mar 26, 2026 Trustpilot

My mum and Dad moved into Solihull Village when they had to move out of their own home. It was the perfect place for them. Still had their independence but when they began to need more help it was available and the staff couldn’t have been more helpful. To have so many activities on site along with the social aspect was great for them. Another huge benefit was when my dad passed away and mum had to go into a care home. The fact that Extra Care would buy back their apartment was a massive advantage to us as a family. If we’d had to go through estate agents etc to try and sell it would have been very stressful and costly. We can’t recommend Extra Care enough- we may be using them again one day when we get to that stage! 😊

Christine Dinning Donor · Mar 26, 2026 Trustpilot

While attending to my clients the sales lady came in with food from the Bistro for them. Both were extremely poorly, which was without doubt exacerbated by the way in which they were bullied with regard to their moving date ie were told that if they did not move within 2 days (2 days, an elderly couple with severe impairments) they would lose their flat (see my other review). After she left she then made a telephone call to a family member, advising them that I was there, without their consent which is a serious breach of confidentiality and trust. Her actions have caused serious stress to my clients and they are now very isolated. Family dynamics are complex but I had known the couple for 15 years and had been working for them for about 4 years. In the whole time I've known them family have done little to nothing to help them, and frankly their family members are complete bullies ... the way they speak to their parents is disgraceful ... telling them what they can and can't do, but are not their to help themselves, an overall very sad situation as they approach the last weeks/months/years of their lives. Definitely avoid this place if you can ... like many others have said there is no "care" in this organisation ... I will be further reporting as the staff are causing safeguarding issues!

Mandy Sinclair Donor · Mar 26, 2026 Trustpilot

We moved to Earlsdon Park Village in September 2024 and haven't regretted this move at all. We are both in our 80's and we probably should have moved earlier as we found the moves out and in to be stressful and tiring physically. However, now we are settled we are finding EPV an excellent place to live. We have our own 2-bed apartment which is lovely - light and spacious with all the Village amenities on hand should we require them. Actually buying the apartment was made easy by our Sales Consultant and the financial adviser and thanks to shared ownership, far more affordable than we thought it would be. We are future proofing our lives and enjoying all the facilities and new friendships along the way. Highly recommend a move to Earlsdon Park Village.

Pat Frank Johnson Donor · Mar 26, 2026 Trustpilot

I feel so safe & secure here. Apartments are so lovely & spacious. All staff are very friendly . If you want to meet new people you can , if not you can keep yourself to yourself . The choice is yours. There are always activities going on on. Would definitely recommend living here , love it.

Diane Quirke Donor · Mar 26, 2026 Trustpilot