Hallmark Luxury Care Homes in London | 1 Care Home

Review of
Hallmark Kew House
from E G (Wife of Resident) published on 12 March 2025

Submitted via Website • Report

Overall Experience

My husband has been in Respite care in Kew House for 8 weeks. We transferred him from another Care home because we were dissatisfied with the poor level of medical care and staff shortage
We have been more than happy with Kew house.
Abundant staff all happy , obliging and courteous
If I'm concerned

I never hesitate to/ nor fail to find a member of staff who can reliably resolve the problem
All aspects of the home are transparent. I feel confident that my husband is receiving the best care possible .
The menu is nutritious varied and beautifully presented even if eating in bed !
He is treated with kindness and respect, I feel the staff 'understand ' him !
Kew House is very welcoming to visitors Who are made to feel at home with beverages croissants , biscuits always on hand. It really does feel like one happy family even though my husband is reluctant/ unable to participate in many of the activities .
Just a huge thank you for all your cARE

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Your kind words surrounding the care we have provided to your Husband will be shared with our entire team.Kew House has been so pleased to be able to provide the right care since his arrival to our nursing community in December 2024.

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Review of
Hallmark Kew House
from Alison H (Wife of Resident) published on 11 March 2025

Submitted via Website • Report

Overall Experience

What has probably been the worst time in my life, Kew House has been wonderful in every way, I will always be grateful.All the staff have at all times have been polite and very professional, nothing has been too much trouble

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for adding your review surrounding the support and care offered to your Wife since her arrival to Kew House last year.Your kind words will be shared with the entire team at Kew House

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Review of
Hallmark Kew House
from N V (Respite Resident) published on 13 November 2024

Submitted via Website • Report

Overall Experience

Following a stay in hospital, I chose Kew House as a respite home for three weeks. They provided a professional caring service, friendly staff, a comfortable en-suite room, and excellent care. I was able to get back on my feet very quickly and I am grateful to the whole team at Kew House.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for adding a review surrounding your stay at Kew. It was a pleasure being able to support your recuperation process.

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Review of
Hallmark Kew House
from James Y (Brother of Resident) published on 5 November 2024

Submitted via Website • Report

Overall Experience

My sister had been strongly resisting the potential of becoming resident in a care home, but eventually the necessity of full time care became evident. Following a couple of weeks of settling in she volunteered to me that "It's a really lovely care home. I didn't know that a care home could be this

good". These were the most wonderful words that I could imagine. The staff are truly wonderful, all knowing what to do, what not to do, and what their colleagues could do and/or help with.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you for taking the time to add such a lovely review surrounding the care provided to your sister while she resided at Kew House. We shall pass on your kind words to the entire team. Best Wishes. Team Kew

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Review of
Hallmark Kew House
from Mandy J (Daughter of Resident) published on 24 October 2024

Submitted via Website • Report

Overall Experience

My mum has consistently received the highest quality care at Kew House. The staff are attentive, receptive and responsive. They treat her with respect and always try to accommodate her needs.
The menu is varied and interesting, well cooked and well presented. Kew House provide a wide range of activities

to foster social interaction and create a homely environment for the residents.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

We really appreciate the time taken to add a review surrounding the care provided to your mum. We shall pass on your kind words to the entire team at Kew House.

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Review of
Hallmark Kew House
from Connie M (Daughter of Resident) published on 15 October 2024

Submitted via Website • Report

Overall Experience

Kew House has been absolutely amazing - the Nursing Team have been brilliant as have all the team in fact. The positive changes in my mother in the few months she has been at Kew House have been phenomenal. Lovely comfortable bedroom and communal areas. The weekly activities are really good and have

encouraged her to get up and get involved. Little things like the hairdresser and manicurist have really helped to build my mother's confidence back. Really can't thank the team enough for all the fantastic care!

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Such lovely words surrounding the care provided to your mum since her arrival to our home back in July 24. It has been a real pleasure taking care of her and the progress made by your mum since her arrival has been incredible. We shall pass on your kind comments to the entire team at Kew.

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Review of
Hallmark Kew House
from Matthew F (Son of Resident) published on 15 October 2024

Submitted via Website • Report

Overall Experience

Fantastic staff and overall care. Very well thought through and varied activities. Good excellent. Can't say enough good things about Kew House! Recently my mother had a birthday and the staff and team could not have been more helpful in making her celebrations a special and memorable occasion. Would

definitely recommend!

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for taking the time to add such a smashing review. We shall certainly pass on your kind words to the entire team at Kew House.

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Review of
Hallmark Kew House
from Melanie W (Daughter of Resident) published on 11 October 2024

Submitted via Website • Report

Overall Experience

Exceptional support before arriving, on arrival and continuously now for our mum and my brother and myself, from managers, carers, reception staff, the maintenance man and cleaners. Everyone is so good with all the residents, which is very reassuring to see. Thank you to you all for your commitment

to outstanding service.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you for adding such a smashing review surrounding Kew House. It is an absolute pleasure taking care of your mum and she has settled so well into our care. Best wishes from team Kew.

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Review of
Hallmark Kew House
from Jane G (Daughter of Resident) published on 2 August 2024

Submitted via Website • Report

Overall Experience

We are really pleased and impressed by Kew House. From the moment you enter, there is a palpable warmth and nice atmosphere. It has been very reassuring for the family to know our very elderly Father is being cared for and properly looked after. Thanks to all the team, as team effort it is!

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for adding your review to this platform. Smashing feedback like this is always marvellous to receive and we always share these reviews with our entire Team.

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Review of
Hallmark Kew House
from Robert P (Nephew of Resident) published on 30 July 2024

Submitted via Website • Report

Overall Experience

After a number of falls, and increasing forgetfulness, we reluctantly came to the decision that our Uncle required a safer, 24/7 caring environment. We knew that the longer we left taking this drastic action, the more likely he'd end up in hospital or worse.
Kew House was a very pleasant surprise.

It's a bright, happy environment where the ratio of residents to staff is very high. After a fortnight, he'd stopped mentioning aspects of his 'old life'. He wasn't great at participating in the activities but enjoyed observing. He loved the meals - including the wine.
He was at Kew House for 18 months. As his dementia took over, his needs for tailored care and compassion became increasingly important. Kew House (in conjunction with medical advice) smoothly adjusted their routine to fit in with our Uncle's changing requirements.
As a family, we are so pleased that he was able to live his last chapter in dignity, and in the midst of a thriving, happy community.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for taking the time to add a review surrounding the care provided to your Uncle during his 18-month stay at Kew House. We shall pass your kind words onto the entire team.

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Review of
Hallmark Kew House
from Simon J (Power of Attorney of Resident) published on 19 July 2024

Submitted via Website • Report

Overall Experience

We are deeply grateful for the exceptional care and support provided to our beloved friend during his final years at Kew House in Wimbledon. From the moment he became a resident, the staff demonstrated unparalleled professionalism, kindness, and dedication.
Initially, he was in residential care, and

as his needs evolved, he transitioned to the specialized dementia care unit. Throughout his stay, the staff at Kew House consistently went above and beyond to ensure his comfort and well-being. The environment was always warm and welcoming, and the level of care was truly second to none.
The staff's responsiveness and attentiveness were remarkable. Any concerns or issues were promptly addressed, giving us immense peace of mind. Knowing that he was safe, well-cared for, and surrounded by compassionate professionals 24 hours a day was a tremendous comfort to our family.
Thank you once again to the entire team at Kew House for everything you did for my friend.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for taking the times for sending such a heartfelt review surrounding the care of your loved one. It has been a pleasure supporting with their care over the last few years. We shall pass your kind words onto the entire team at Kew House.

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Review of
Hallmark Kew House
from J B (Respite Resident) published on 18 July 2024

Submitted via Postal Card • Report

Overall Experience

I cannot understand how Kew House has a CQC "outstanding" report. The carers were mostly pleasant but not always efficient and trained well.
Food was often served up cold and the kitchen staff did not understand how to cope with my dietary requirements. Activities for the residents were very few and

not appropriate for anyone with any mind to use. My room was noisy from trains passing day and night every few minutes, and also staff shouting down the corridors, even at night.
Although management seemed to take complaints on board it took a long time to make changes (if they eventually happened at all).
I was glad to leave after 2 months stay.

Reply from Priscilla Johnson, Deputy Manager at Hallmark Kew House

Thank you for sharing your experience with us. We aim to deliver the highest standards of relationship-centred care here at Kew House. From our other reviews, as well as being voted one of the UK's Top 20 Care Home Groups, you'll see we have hundreds of customers who feel we provide exceptional resident experiences and care. We accept things don't always go as planned for everyone, so I will be reaching out to you shortly to find out more about your experience here at Kew House. I look forward to speaking with you soon. All the best - Priscilla (Deputy Manager - Kew House)

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Review of
Hallmark Kew House
from Patricia F (Sister of Resident) published on 24 June 2024

Submitted via Website • Report

Overall Experience

A stunning care home and I am extremely happy with the superb care my brother is receiving. They have a variety of daily activities in which the residents can participate. The staff team members are very helpful and always have a smiles on their faces, nothing is too much trouble for them. The Customer

Relationship Manager was amazing, she kept me informed daily of the progress of my brother's transition from hospital with her help this went very smoothly and he is now settled and happy in his new environment.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you very much for taking the time with the submission of such a smashing review surrounding your Brother and his recent arrival into Kew House. We shall pass on your kind words to the entire team.

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Review of
Hallmark Kew House
from T S (Sister of Resident) published on 18 June 2024

Submitted via Website • Report

Overall Experience

I have been delighted with the way my sister has been cared for since entering Kew House last year. The staff are always helpful and attentive and nothing is too much trouble.
When she has had a health issue, I am always informed and kept up to date with her progress.
An enormous burden has been taken

off my shoulders and I have every confidence in the nursing care she is receiving at all times, day and night.
I am most grateful to all at Kew House and can highly recommend it to anyone in need of a safe and caring home from home for a loved one.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Many thanks for taking the time surrounding your experience of the care being offered to your sister since her arrival at Kew House in 2023. Your kind words are really appreciated and we shall share these with the entire team. Best wishes from Team Kew

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Review of
Hallmark Kew House
from O Q (Friend of Resident) published on 17 June 2024

Submitted via Website • Report

Overall Experience

I have Power of Attorney for my friend who has been having respite stays at Kew House by way of an introduction to long-term care.
I live outside London and unfortunately cannot visit weekly. However, the staff at Kew House are excellent at keeping me informed about my friend's health, interaction

with staff and residents, activities she chooses to get involved with and general well-being. All reassuring and helpful. My friend enjoys the food and care provided and has improved greatly since being at Kew House. When at Kew House I do not have to worry about my friend's safety. I would highly recommend Kew House.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for adding such a smashing review surrounding your friend. It is very much appreciated. Best wishes from all at Team Kew

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Review of
Hallmark Kew House
from Michelle C (Daughter of Resident) published on 10 June 2024

Submitted via Website • Report

Overall Experience

Kew House has been a fantastic home for my mother since the end of February 2024. From the minute I contacted Kew House, the staff were so welcoming, helpful and supportive. The move-in was smooth and since then Mum has been looked after so well. She is always up and about, involved in activities which

are well geared towards her needs and interests. The staff are friendly and enthusiastic, keeping me posted with photos and updates on how Mum is and what she's up to. My mother is very happy and she feels safe and secure. Any health issues are dealt with quickly. I would highly recommend Kew House!

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for such a smashing review surrounding your experiences linked to Kew House and the care provided to your Mum since her arrival in February 2024. We shall pass on your kind comments to our entire team.

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Review of
Hallmark Kew House
from Thomas R (Son of Resident) published on 18 April 2024

Submitted via Website • Report

Overall Experience

Both my parents recently moved into Hallmark Kew House. The staff made what was always going to be a difficult transition as smooth and welcoming as possible, helping the family every step of the way.
The level of care my parents have received has been excellent. As emergencies came along, they were

dealt with very well and the family has always been kept well informed.
My parents' quality of life and health care are clearly paramount and I would recommend Kew House to anyone looking at a care home.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for adding such a smashing review linked to Kew House. It is a pleasure taking care of your parents. We will pass your lovely comments on to the entire team at Kew.

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Review of
Hallmark Kew House
from A M (Daughter of Resident) published on 16 April 2024

Submitted via Website • Report

Overall Experience

Overall, Kew House was a very good experience:
- Really thorough support and guidance for getting Dad out of hospital and completing all required documentation.
- I received excellent contact from Kew House carers by phone with helpful, latest updates on Dad's situation.
- Good care and attendance

for Dad, generally.
- Really appreciated carers getting Dad up to join with others and photos of that along with photos of physio progress.
- Pleased with nursing team's decision to move Dad to nursing care due to problems with his catheter.
Grateful for Kew Hall's good input towards Dad's recovery after tough hospital time.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for your very kind words. It was a pleasure taking care of your lovely father. Best Wishes from all at Team Kew.

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Review of
Hallmark Kew House
from Paul S (Son of Resident) published on 2 April 2024

Submitted via Website • Report

Overall Experience

The quality of care at Kew House is exceptional.
There is round-the-clock nursing care from a well-trained team and regular visits from the local GP and the community nursing team. Families are kept up to date on issues and staff are happy to discuss concerns at any time. Everyone smiles! Staff are

genuinely happy to meet and talk to people.
There is an emphasis on getting residents moving and up and about, rather than lying in their beds. There are lots of recreational areas, apart from the dining rooms, such as TV room, a library, a cinema etc. The food is to a high standard.
The atmosphere is very relaxed - it feels like a genuine home for residents rather than a regimentary regime. All rooms are en suite and the decoration is bright colours, soft furnishings and good lighting.
Staff are motivated, very friendly and empathetic and are clearly superbly managed. I was confident that Mum was in very safe hands throughout her time at Kew House. I cannot recommend it highly enough.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for adding such a lovely review surrounding Kew House and the support provided to your mum during her time at our setting. We shall certainly pass on your kind words to the entire team. Best Wishes. Team Kew

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Review of
Hallmark Kew House
from Roger B (Ex Family Member) published on 21 March 2024

Submitted via Website • Report

Overall Experience

Mum was always treated with love and kindness at Kew House and all her needs were attended to. Mum was a much-loved member of the ' Kew House family ' and all our family were always made very welcome to visit mum at any time. We have made good friends at Kew House who also looked after my wife temporarily

for a short period in December 2023 following a serious operation again with every loving kindness. We all feel part of the Kew House 'family'.

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for adding such a lovely review surrounding the care of firstly your mum followed by your wife's brief stay to recuperate. We will pass your comments on to our entire team at Kew. Best Wishes

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