Getting regular and honest feedback from our customers gives us a vital health check.
Here are just some of the comments we’ve received from family members of Care UK care home residents:
Ferndown ManorIt’s been wonderful to see Aunty Audrey today and great to meet some of you we haven’t had a chance to meet before. As always, we’re leaving feeling very reassured about the care she is receiving and the love and kindness you all show her. A very big thank you from us for all you do. It was a difficult decision we had to make almost 4 years ago but we’ve never doubted we made the right one!Carole and Mike - relatives of a resident, May 2021
Cathkin HouseMy sister and I would like to commend the extraordinary effort shown by Christine the lifestyle leader at Cathkin House. My mother’s much-loved nephew was due to be married in Donegal Ireland, mum’s homeland. We had planned a trip with mum to celebrate the occasion but sadly due to Covid it was re-arranged for Saturday the 8th May 2021. I discussed with Nisha the Manager and Christine about coming in to watch it being live streamed with mum. The plan which was put in place left us speechless. Christine also arranged to be there on the day (her day off). We were taken to the room which took our breath away - it was festooned by pictures, bunting, a wedding cake, non-alcoholic champagne on ice, flowers, candles and a table set with an afternoon tea. We were completely overwhelmed, we had the most enjoyable afternoon which mum may forget, but we certainly never will. The most wonderful lifetime memories were made. The groom was extremely moved by this gesture. The Cathkin staff are excellent, kind and loving in their care of mum. The high standard set by Nisha confirm that we made a wise choice in transferring mum there.Relative of a resident, May 2021
Bickerton HouseI found the 'funding care' virtual event in April really informative and useful. When placing my Mother into care I found the whole process so bewildering and have had to navigate things through independent means. The video [of the event] is a must see for all relatives who find themselves in the position of placing a loved one in a nursing home.Daughter of a resident, April 2021
Clara CourtThe home has residents’ meetings and mum chairs them, and they have relatives’ meetings which we are encouraged to go to, but since the pandemic they have held them via Zoom. We can raise any concerns we may have and they involve us with everything. We get regular emails and letters about the pandemic, they keep us very well informed. If I do feel I have an issue all I have to do is call up and speak to the manager.Relative of a resident, April 2021
Cathkin HouseMy mother was transferred to Cathkin House approximately two months ago. We were met at the door by Nisha the manager, Nisha could not have been more welcoming. She assured us that we need not worry that Mum would be well cared for. The staff have been exceptional at keeping in touch by communicating on a very regular basis. The staff have been exemplary in their care of Mum. I cannot commend Cathkin House enough for their care, commitment, communication and sense of duty. However most importantly to me her sense of dignity, improved mental health, happiness and peace are well and truly being met at every level.Relative of a resident, March 2021
Heather ViewWe would like to thank you and your wonderful staff for all they did for our father. When he came to stay at Heather View in 2016 we believed it was short term end of life care as he had been taken very poorly and couldn’t walk, feed himself etc. However, the care your staff gave on the nursing floor built up his strength and we were amazed when he started to walk again. Sadly 2020 prevented us seeing Dad as we always had, but it was reassuring to know he was in wonderful hands.Son of a resident, March 2021
Oak HouseAs a family, we wanted to express our gratitude to the team at Oak House. They have cared for my grandmother since 2015 and continue to provide exceptional care for her, even during the pandemic. We receive regular updates from the team, and are reassured that she receives person centered care that goes above and beyond to meet her needs. As a service user with dementia, she can sometimes be difficult to manage, however the team work amazingly together to recognise appropriate methods of delivering her care to ensure her needs are met under all circumstances. We are so grateful to have such a wonderful team supporting my grandmother, and wanted to express our gratitude towards them - they deserve to be recognised for the amazing work they continue to do each day! Well done team!Relative of a resident, February 2021
Queen's CourtMum has been in Queens Court for 4 years now. Since Care UK picked up the mantel I have really been impressed with the positive changes both physical and personnel, I have nothing but good experiences to share. I’m most familiar with Delia and her Team on the 1st floor who are fabulous. My interactions with them are always so caring, genuine and professional, I know mum is in good hands. I can only imagine how difficult it has been for your Team to manage the ever changing Covid situation. I have the utmost respect for your entire team, ‘THANK YOU’ from the bottom of my heart.
Daughter of a resident, February 2021
Chandler CourtWhen I opened my newspaper this morning and read your piece about the Chandler Arms pub, it really cheered up my day! What a brilliant idea, I'm sure your residents are over the moon, in these terrible time what more could you want?! Keep up the good work.Relative of a resident, January 2021
Mam went to live at Armstrong House in January 2020 and settled in straight away, the staff were all very welcoming and approachable and we knew we had made the right choice. Each time we visited it was great to see that she was always very happy and content and it was clear that she was being well cared for. The staff have always been helpful, friendly and accommodating and deserve a medal for coping and dealing with all the challenges they have been faced with during the pandemic.
Relative of a resident, January 2021
Bickerton HouseJust want to say a huge well done to the whole team for the ongoing care you are giving all your residents (they must all feel like your own relatives). It must be very stressful keeping everyone healthy and more importantly Covid 19 free. We all miss my Mum Maisie so much she was so vibrant in the family and adored by all, it is hard functioning knowing she isn't with us but knowing she is so well cared for at Bickerton is very comforting.Daughter of a resident, December 2020
The first time I visited Highmarket House I knew that this was the home I wanted for Mum. Moving is a big thing for anyone especially if you’re in your 80s but the care home staff were wonderful from the outset. The home itself is warm and welcoming with great amenities, fantastic dietary options and wonderful bedrooms furnish to a high standard. Since Mum has been in Highmarket House our home life has also improved dramatically. We no longer have the constant worry about Mum being alone, scared or safe. She has everything she needs and in turn so do we!
Relative of a resident, December 2020
Chandler CourtI cannot speak highly enough of Chandler Court and its staff. Back in July my mum's dementia had worsened to a point where she needed 24 hour care. I spoke with the manager who promptly visited mum, ensured she had a COVID test and worked with us to admit mum to the home. She was simply fantastic. She dealt with all of our worries in such a sensitive and caring way. The dementia suite is modern, thoughtfully designed and the best environment for mum. Since moving to Chandler Court she has been cared for impeccably. She is so happy there, it genuinely brings joy to me and my siblings. Her quality of life is infinitely better than it was before. The team at Chandler really care.Relative of a resident, November 2020
Mildenhall LodgeTo everyone at Mildenhall Lodge, thank you so much for looking after our mum. We loved coming to visit her before Covid and you managed our meetings outside so well when Covid arrived. With all the worries during lockdown, we knew that mum was safe and that was a great consolation to us.Relative of a resident, November 2020
Skylark HouseMum suffers from advanced dementia and the staff go out of their way to help me find ways to communicate with her during lockdown. It has been her 90th birthday during lockdown and they made a real fuss of her, sharing photos of her opening her cards and presents. When I visit she has a lovely smile for the staff when they come to get her and that means the world to me. I can see she feels safe and happy with them even though she can’t tell me that.Daughter of a resident, October 2020
Thank you to all staff for the care and support you give to the residents at Abney Court in these exceptionally difficult times.
Relative of a resident, October 2020
Thank you on behalf of Michael and I for everything you’ve done to help with the process of settling Betty into Parsons Grange. You’ve been so professional and helpful throughout. You helped us through every step of the arrangements, from the videos of the room to help with the paperwork, you have made things so easy for us. We now feel so relaxed knowing Betty has settled in so well and is enjoying her new home. All the staff have been so friendly, helpful and caring it’s been wonderful.
Relative of a resident, September 2020
Amberley LodgeA massive thank you as ever to all staff for making Nans 101st birthday as special as you could. You look after her so well and we are so appreciative!Grandchild of a resident, September 2020
Had my first garden visit yesterday. Wanted to let you know I was very impressed with the organisation for this. I felt very safe and Andrea made me very welcome. Dad looked fine and it was lovely to see him again - I was able to FaceTime my brother and Dad was able to see his new great grandchild.
Relative of a resident, August 2020
My mother has been a resident at Harrier Lodge for over a year. It is a wonderful home for your loved ones. Clean, modern facilities, amazingly caring staff and efficient professional administrative staff. Any issues or worries are promptly addressed by management. Excellent freshly made meals by innovative chefs and laundry staff do an amazingly professional job. Cleaning staff keep everywhere immaculate. Social activities are available, particularly for the able bodied. I have no reservations in recommending this well managed care home.
Daughter of a resident, August 2020
Skylark HouseThank you so much for facilitating our visit to Mum yesterday. It was such a relaxing and happy hour. Fran and I were very impressed at the way the visit was organised and the way Mum was able to sit inside on her 'throne'. Throughout the 4 months we've been in Lockdown, you have also made it so easy to pass on messages and parcels to Mum. You are all so friendly and in the 3 years Mum has been with you she has become more happy, relaxed and content. We can't speak highly enough of the way you all look after our relatives in such difficult and uncertain circumstances.Daughter of a resident, July 2020
Franklin HouseMy late father was a long term resident in Franklin House, West Drayton, he was known as Eric, everyone who knew him knew that his antics will leave a gap that no one will be able to fill, i wish everyone to know, that the care and help my father received will never ever be forgotten, all the amazing staff, in every position, how wonderful they were, there kindness and professionalism in every aspect , no words can ever say how thankful I am knowing my dads end of life was kind and dignified, for the manager Mr Matthew, to know he runs a wonderful home anyone would be proud to be a part of ,and have any relative live there, or be cared for there, long may you continue to provide a first class service to everyone in need. My heartfelt thanks to you all, Christina, Tracey, to many beautiful names to mention, we thank you all.Rita, July 2020
Carpathia GrangeAs you are aware my father became a resident at Carpathia Grange in the midst of the coronavirus pandemic. I would just like to thank and congratulate your team on the excellent level of care that you have provided. It was an extremely difficult decision for my family to move dad into a care home especially with the recent negative press regarding coronavirus in Care homes. However we needn't have worried. From the first day that I arrived with my dad I knew we had made the right choice.Daughter of a resident, June 2020
Mountbatten GrangeMum came to Mountbatten Grange for an extended period of respite as she was struggling to cope at home alone. She arrived in the early stages of the coronavirus outbreak, and we were immediately impressed with the procedures that had been put in place to protect residents and staff, as well as the overall cleanliness of the building. All the staff have been amazing in working so hard under such challenging circumstances to make mum’s transition and experience a positive one. Although it has been really difficult not being able to visit in person, we have regular scheduled Skype calls, and I can telephone at any time and staff are always happy to find mum so that I can have a chat. She seems more settled and less anxious than she has been for a long time. She particularly loves the food, and always says how kind and helpful the staff are. I know mum is taking part in social activities now and getting regular exercise, which she would not have be able to do had she spent the lock down at home. There are weekly visits from the GP, and I am kept informed of any changes or concerns. I cannot thank all the staff enough for looking after mum so well and putting my mind at ease that she is safe and cared for.Relative of a resident, June 2020
WhitebourneWhitebourne is doing a great job to contain the threat of the Corona virus. My 98 year old mother is a resident and I had a Facetime with her this morning - she looks well and happy. Mum's family all feel that Francis and his staff are delivering the best possible care to their residents in face of enormous difficulties and pressures. We all have the highest possible regard for their dedication and kindness. And I must also mention the previous Home Manger, Derek Purchase, who built the team and systems that Francis inherited. I am glad to have got this off my chest to say a BIG THANK you to all of you at Care UK.Son of a resident, May 2020
Pear Tree CourtI just want to say thank you for looking after my mum who is so precious to me and her family. We all really appreciate all what you have done and are doing for mum and with smiles through this long and difficult and testing times. I know she is being cared for by such lovely people. Seeing pictures of mum on Facebook after not seeing her to visit she looked happy, well and joining in. It made us all feel relieved to know that she had settled in. She loves the food, her room is beautiful too. We all miss her so much and not being able to visit is hard but I telephone and can speak to mum and she sounds upbeat and happy and safe. The staff are always so happy to talk about mum and keep me informed. From before mum moved into Pear tree everyone was so welcoming, helpful, lovely, caring and professional the move went smoothly and cannot thank them enough. You all need recognition for what you all do especially with smiles in these difficult times.Daughter of a resident, May 2020
Heather ViewThank you so much for arranging the relatives' Zoom meeting yesterday. It meant so much to my sister Teresa and myself to be able to hear your clear and very calm summary of the present situation which was extremely reassuring. I'm sure all the other relatives felt the same. In particular, we were very struck by, and incredibly grateful for, the amazing dedication of every single member of staff at Heather View in caring for all the residents in such very difficult and demanding circumstances. We know that our Dad is in the best place he possibly could be. To isolate yourselves from your own families in order to look after ours is an incredible act of dedication we'll never forget.Relative of a resident, April 2020
Milner HouseMy lovely and beloved Aunt has been a resident at Milner House for a little over 3 years and she has been very content. I can't fault the care that she has received and the staff have always treated her with kindness, dignity and respect. They have gone the extra mile to encourage her to eat and drink well despite her reticence, and also to include her in the many activities. The public rooms and communal areas are very attractive, spotlessly clean and have a nice homely feel. When my Aunt feels well enough to leave her room the Cafe has proved to be a little haven of calm, where we can enjoy a cuppa and a chat together. It can't be easy for any of you during these difficult times but you have maintained your very high standards so once again, a very big thank you.Relative of a resident, April 2020
Harrier LodgeI just had to say how wonderful the care home is. It’s not just the building which is purpose built and just lovely, but It is the staff who are just amazing. The care and the love that these people receive is so good that I would have no second thoughts of having my Mum live here. Hats off to the Care UK staff for all that they have done to make the residents feel safe in this awful pandemic time. The activities that the residents get involved in are great. Stimulating and fun. Music sessions, singers, bands, school choirs, chicks being hatched, flower arranging and bowling to name a few.Relatives of a resident, March 2020
SandfieldsOnce Mom had arrived on the Bronte Suite her quality of life improved greatly with her physical as well as mental health care being of an exceptionally high standard. This standard of care continued through-out her nearly 12-week stay on Bronte. There is clearly a strong team ethos at Sandfields which both experienced and observed. We want to extend our thanks to all of the team. Our most heartfelt and special thank you is to the Bronte team. We have only positive feedback to give and whilst no organisation or team are perfect, Sandfields is outstanding in every aspect. We can never thank you or the team enough for giving Mom such amazing care during the last 12 weeks of her life.Relatives of a resident, March 2020
Stanley ParkIt is a lovely, spacious environment which always looked so clean and tidy every day our family visited. The staff are all so incredible and do an amazing job under, at times, very trying circumstances and always have a smile for residents and visitors alike. My mum was so well cared for and loved by the staff.Relatives of a resident, February 2020
Harrier LodgeWhen my Dad first moved in everyone at Harrier Lodge was supportive to both Dad and ourselves, helping us with the transition, which was a very emotional time. Dad’s room is lovely, with his own belongings making it more personal and familiar. He enjoys the food and often comments how good it is. Dad is encouraged to participate with the arranged activities and clearly enjoys them. It gives us peace of mind knowing that he is in a safe, caring, stimulating environment.Relative of a resident, February 2020
Weald HeightsWeald Heights Care Home is an outstanding facility. The staff are amazing, so kind, so caring and so professional. My Mum, aged 89, stayed for a month following a severe chest infection and a fall which led her to spend a week in hospital. When the hospital discharged her I knew she was not fit enough to return home. I knew she needed expert care and support on a 24 hour basis to prevent another serious fall occurring whilst she recovered her strength. The staff at Weald Heights were brilliant. A member of staff from the nursing team visited her is hospital and took a full account of all her needs and made her feel very safe and respected. A day later she was welcomed to a beautiful room at the Home and she absolutely thrived there.
I was delighted by her care and the welcoming family atmosphere. Medical attention and activities were excellent and staff were always on hand to chat, support and encourage. Thanks to Weald Heights my Mum is now back home and better than ever. I am so grateful to you all at Weald Heights for everything you did for my Mum. She celebrated her 90th Birthday on the 10th December and had a party with all the family, we also had a wonderful family Christmas. The medical care coupled, most importantly, with the encouragement she got from all the staff really got her back on her feet and the talk from Jane Cast was brilliantly timed. She is currently really well and she and my father are in great form which is lovely. I know that as my parents are now both in their nineties that we will inevitably hit some health bumps and care issues in the future and I won't hesitate to return to Weald Heights.Relative of a resident, January 2020
Bickerton HouseTo find a care home to suit my husband with his advancing dementia and Parkinson’s has been very difficult, but to find one that has such lovely decor and rooms, friendly and caring staff, great food and plenty of activities that is so close to home, is nothing short of a miracle. My husband is treated with dignity and respect and I am involved with every step of his care and any problems and I am quickly notified. Nothing seems to be too much trouble for any member of the staff.Wife of resident, January 2020
Last year I had to move my mother from the USA back to her home town of Stanley for senior care. I selected Stanley Park as it was by far the best mainly due to the attention, love and overall care. She looked better than I have seen her in over 3 years. Not only was she happy, well settled but her appearance was immaculate. I witnessed my mother dancing and engaging with everyone. Christine and her excellent team are doing an incredible job. Their level of attention to all the residents, managing their care and accommodating the varied personalities is just beyond the call of duty and expectation. The care home is always immaculate and full of laughter.
Relative of resident, December 2019
Thank you for all your love and care for my mother, she very much appreciates all the support you give her.
Daughter of a resident, December 2019
I'm always amazed at how kind and affectionate all of the staff are to mum, she can sometimes be a bit difficult as she can't hear very well and misunderstands things. They are always well mannered with her and they joke with her, they talk to her and treat her with tremendous dignity. I have nothing but great gratitude to the staff for the way they treat my mother, they are wonderful.
Mrs B H, Relative of a resident, November 2019
She has a huge love of dancing and socialising and they make sure that she gets access to these activities. They assist her with her personal hygiene but only in as much as things that she can't do. They encourage her to maintain the skills she has and keep her memories alive. A lot of activities they do encourage all residents to keep their fine motor skills. They have a lot of stimulating activities. There is the sort of relationship with the staff that mimics what she would experience at home with family.
Relative of a resident, November 2019
Prince George House
I would just like to say a big thank you to the team at Prince George in Ipswich. My Nan has not been there long but she is very settled. The team has made all the family feel welcome. It has been my Nan’s 90th and we were able to get a lot of the family together at Prince George and arrange a small party for my Nan.
Granddaughter of resident, October 2019
On behalf of Twinning Association I would like to thank you, Abhi, Claire and all your staff for the huge efforts you made in welcoming our visitors to Hartismere Place last Friday. The visit was both interesting and enjoyable and it was good to not only see your excellent facilities but also to meet with some of your residents.
Anne Smethrust, Secretary, Eye and District Twinning Associtation, October 2019
I am so thankful for your care and kindness that you have shown my mother since she arrived. My family have been visiting and they are able to keep me updated. What I would like to thank you for is the updates that you share on Facebook. This is fabulous, as I am able to see what she is doing almost daily. I love seeing the pictures, she does look happy and healthy.
Sara, Relative of a resident, September 2019
I wanted to thank you all for the kindness which you showed during the two years that my Mum was with you. I believe that she could not have had better care. In addition, she got more joy and laughter from this period of life than I would have thought possible. I wanted to write to say a huge thank you to the wider team. I will always remember your kindness, patience and humour.
Son of a resident, September 2019
The staff are absolutely brilliant and this was one of the best decisions made for my aunt’s care. I couldn’t have found a better home. It’s more like a small country hotel with a lovely garden and lovely staff and not like a care home.
Relative of a resident, August 2019
Please accept my grateful thanks for the love and support you gave to my partner. Thanks for the comfort he was able to enjoy with you.
Mrs J Corney, August 2019
Mum couldn’t have been in better hands and we hope you know how much we appreciate your professional skills. Mum has always been formidable and yet you looked after her with amazing kindness and understanding. We know that we somehow found a care home in a million for her and we can never thank you all enough.
Son of a resident, July 2019
My husband was very poorly when he went to Cairdean. They’ve been so good and helpful and he has progressed wonderfully in the short time he’s been there. When he went in, he couldn’t stand up without help. Now, he can walk a little bit and I think it’s all down to the staff.
Mrs. E.H, Relative of a resident, July 2019
Mum has settled so well at Skylark and she is very happy there. Now calls it home and telling me I don’t need to visit so often . I sometimes feel I’m intruding on her and her new friends which is bloody brilliant. Big thanks to all the amazing staff for making the change so much easier.
Relative of resident, June 2019
Thank you does not seem praise enough for all that you did to make our wedding anniversary so very special. All the consideration and thought that was put into the day was just amazing, and that so many of you came to see us whilst we were in the library having our lunch was just unforgettable.
We did enjoy the very tasty meal that was prepared, and then the most wonderful decorated cake was presented to us – what a lovely finish to such a great day.
Resident, June 2019
May I express my sincere thanks to all the team who looked after my relative during his stay with you. Great pleasure was provided to us by the efforts made to welcome us into a friendly environment from day one onwards.
It was a pleasure to me to be able to spend every day there with him and to share the benefits of Darlington Court especially the entertainment and food.
From my first meeting with Caroline I knew I was making the right decision. She deserves to be congratulated on all that she did.
Relative of resident, May 2019
I would like to thank you all for the care and kindness you showed to my Dad during his time at Francis Court. I know that many of you were very fond of my Dad and his smile showed me he was equally as fond of you. However difficult he was being, a kind hand hold helped him to calm down – thank you so much for that. I know he’d been nicknamed ‘Haribo’ by one of you and this was such a special name for him and match my love of him – he was always a sweetie.
Relative of resident, May 2019
To all of the wonderful people at Davers Court, Happy Easter and thank you for the wonderful care you have given Grandad for the past couple of weeks. I have come away feeling so grateful that Grandad is surrounded by such lovely people. Your attention to detail and commitment to going the extra mile makes so much difference.
Granddaughter of resident, April 2019
I am writing to express my dearest thanks and appreciation to all the staff at the Burroughs. The care that was given to my mother during her stay was exemplary. I will fondly remember how well she was looked after by all the staff at the home, not only the care staff themselves but the housekeeping and catering staff who were always willing to go that extra mile to ensure mum was kept as happy and comfortable as possible.
I would also like to mention that the staff were also kind and caring towards me, making my visits as easy as they could be and supporting me during this difficult time.
Relative of resident, April 2019
This place is truly amazing! We moved our mum in last week and I can honestly say that Harrier Lodge have set a new standard. It’s how it should be – dignity in practice, not words! There is evident ongoing interaction with all the residents, happy staff, a calm atmosphere, an unbelievable welcome at every visit and the food – don’t get me started. The lovely chef provides as near to fine dining as I have ever seen in any home. Harrier Lodge has everything you can think of or need under one roof – it’s a beautiful and clean environment that gives out such a ‘feel good’ factor the minute you step through the door. Harrier Lodge you are the long-awaited flag ship and the way forward, it’s what others should be aspiring too.
Daughter of resident, March 2019
My wife was in another home before she came here. That home was nice and attractive but was very restricted. After a reassessment, she came here to Catherine Court. It has so much more space to walk. She loved walking, it is paradise for her. The people here, from the front office, to the kitchen, the cleaners, clothes washing and maintenance staff, and of course the nurses, are wonderful people.
I have never known such a place in my lifetime with so much kindness and love.
Husband of resident, March 2019
I would like to thank you all for being part of an amazing team that is so inclusive in every way. My mum was so happy here, and even though she had dementia, she was able to just be who she became with no consequences. I could not fault any of the care and love she got from everyone here.
Family of resident, February 2019
A very high standard of care, from people who nothing is too much trouble. My mother was looked after very well during her stay. Always clean and hair done. Would recommend to anyone looking for a care home for a member of their family.
Son of resident, February 2019
The family would like to extend their heartfelt thanks and appreciation to everyone, for the love and compassion shown to our late father. Although he only spent a short time in your care, we were all overwhelmed by the dignity and respect shown to him, together with the professional and attentive consideration given to the family.
Family of resident, January 2019
I can honestly say that everyone treated me with courtesy, kindness, patience and above all with a smile. I now have a totally different perspective to life and feel that I am a much better person for having known all the carers.
I was admitted on a Saturday when there was only skeleton staff on call. My initial reaction was that I had landed myself in a 5-star hotel. From the very first moment I met one of the carers they sorted everything out for me, whether it was organising labelling for my clothes or explaining all the facilities offered at Buchanan. They were available any time I had a query or problem.
Overall, my stay at Buchanan Court was an amazing experience.
Relative of resident, January 2019