Dementia sufferers and their families in Stourbridge have had 'the rug pulled from under their feet' after changes to a day centre were decided behind closed doors, according to a Dudley councillor. At a meeting on August 3, members of the authority's Health and Adult Social Care Scrutiny Committee were told that the redeveloped service at the Crystal Gateway Centre on Brettell Lane would cease its traditional day service model, with users instead selecting activities individually.
Campaign victory followed by surprising changes
The news comes just months after campaigners won a high-profile battle to save the centre from closure in 2025. A full council meeting unanimously supported a motion that included a resolution to retain Crystal Gateway and establish a group to inform how it could continue to provide dementia provision. The campaign was led by figures such as John Hodgetts from Dudley TUC and Cllr Andrew Tromans, who now says he first learned of the latest changes from concerned users, not from council officials.
Councillor criticises lack of transparency
Cllr Tromans, who represents the area, expressed his frustration at the scrutiny committee meeting, stating: "There is a sense that this has been done away from scrutiny and they have progressed with their plan without proper democratic oversight. Services will continue in some form or another but the people that rely on that centre feel the rug has been taken from underneath their feet. The way this has been done lacks a certain amount of transparency."
His concerns were echoed by an email he quoted during the meeting from a centre user, which read: "These users are upset along with their family members who go there for a break knowing that the staff will take over and interact with them giving the families a bit of a break."
Council defends changed offer
Dudley's director of adult social care, Emma Matthews, defended the changes, telling the scrutiny meeting: "That's not a reduced offer, it's just a changed offer and the way it's recorded on their support plan will change. I know that's been confusing for people, it has been explained but it is a complicated thing to understand. We will continue to explain that and work that through existing clients so they can see the benefit of the new offer and why we are moving to it."
Ms Matthews also said the council had listened to service users and was committed to keeping the building. She added: "The other thing they said they liked were the services, the activities that tend to be provided by external organisations not ourselves. So a lot of the things that we were doing weren't really things they enjoyed or wanted to be part of. They liked the stuff we brought in and that was what they wanted more of."
Impact on families and future of the centre
Despite the explanation, Cllr Tromans remained critical of how the changes were carried out. He said: "It's going to cause upset whenever you have got to make a difficult decision and handle a change message, it's best to be transparent and explain exactly what's going on. I don't think it serves anybody to be coy about it, I don't think the council have done themselves any favours by trying to do this quietly."
The changes mean that instead of a structured day service, users will now have to pick and choose from a menu of activities, which could include external providers. For families who rely on the centre for respite, the shift raises concerns about the level of care and support available. The council maintains that the new model offers more choice and flexibility, but critics argue that the lack of consultation has left vulnerable people feeling uncertain about their future.
What happens next?
The scrutiny committee has not announced any further action, but Cllr Tromans has called for greater openness in how such changes are communicated. The centre remains open, and existing clients are expected to be supported through the transition, though the council acknowledges the process has been confusing for some. As the new model is rolled out, the focus will be on ensuring that the needs of dementia sufferers and their families are met, while maintaining the trust that was hard-won during the 2025 campaign.
