Lugano Residence

3 Powell Road, Buckhurst Hill IG9 5RD
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9.1 22 Reviews
  • Lugano Residence, Buckhurst Hill
Lugano Care Home is an elegant family owned residence for elderly people, set in a beautiful location within minutes of Epping Forest and close to all amenities.

Their mission is to maintain an environment in which older people can continue to live full and engaging lives, where the desires of the residents direct and shape the rhythm of their daily lives.

Carers recognise the importance of promoting and maintaining individuality and their aim is that all needs can be met to nourish mind, body and soul.

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Care Provided by Lugano Residence

  • Type of Service
    • Residential Home
  • Privately Owned
  • For a maximum of 27 Service Users
  • Primary Care Categories
  • Dementia
  • Mental Health Condition
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Offered
  • Alzheimer's
  • Cancer Care
  • Hearing Impairment
  • Parkinson's Disease
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Own GP if required
  • Palliative Care

Good to Know

  • Owner
  • Michael Brook and David Pearce
  • Person in charge
  • Stephanie Mirams (Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (27)
    • Couples/Companion Rooms (0)
  • Care Home Design/Build
    • Purpose Built: No

Funding & Fees Guide for Lugano Residence

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding
  • Weekly Charges per Person
    • Self-Funded Residential Care £1,395 – £1,495
    • Self-Funded Residential Dementia Care £1,395 – £1,495
  • (these prices are only a guideline, please contact Lugano Residence to find out the exact price for your requirements)

Facilities

  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Television point in own room
  • Wheelchair Access

Lugano Residence Reviews (22)

Total of 22, showing 1-20
9.1

Lugano Residence has a Review Score of 9.1 (9.095) out of 10, based on 4 reviews in the last 2 years. Over all time Lugano Residence has 22 reviews.

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Date Published

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Review from Eithne H (Daughter of Resident) published on 20 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

When somebody you love becomes vulnerable and is no longer able to care for themselves, it's hard to imagine trusting strangers to look after their needs 24/7. After 3 years, Lugano continues to impress me, not just with its consistently high standards of care, but the dignity, kindness and compassion
with which they treat residents. The atmosphere is friendly and relaxed. The bond the team build with all guests is evident by the smiles when they approach. Having experienced the coldness of a big name care home, staffed with a weekly changing rota of agency carers who poked fun at the residents and did not ensure their safety, it is a huge relief to find a small independently run home with a heart. Moving a loved one to a care home is heart wrenching, but Lugano makes that difficult decision as easy as it can be.

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Review from M M (Daughter of Resident) published on 17 September 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Cannot fault Lugano and their amazing team. Every member of staff is so kind and caring to my dad. Looking after someone with dementia is really hard, but these people know just how to manage him. Dad is very happy - smiling every time I visit (which is regularly). They really do treat him like a member
of the family. Food is good too and the entertainment offered is brilliant. Management is fantastic, everything runs smoothly and is made to look like it's effortless. Dad's happy, so I'm happy. Very happy!

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Review from Brenda F (Wife of Resident) published on 16 September 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Cannot praise Lugano enough. My husband has been in Lugano for over 2years, he settled in immediately due to the warm welcome he received from everyone. The management is amazing as are all the staff. They are always available to answer any queries and treat residents and all family members with respect
and kindness.
After a disastrous stay in a national chain care home my husband's medication has been greatly reduced and he is content and happy enjoying the atmosphere of an extended family and loving care (and laughter).
Lugano is a very special care home, it really is a home from home as the residents are treated as individuals with their wishes and interests taken into account, nothing is too much trouble. The special events, barbecues, afternoon teas on the terrace, fireworks and Christmas are enjoyed and appreciated by us all.
Lugano we all love you.

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Review from Janice M (Daughter of Resident) published on 27 November 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot praise Lugano enough for the way in which they cared for our mum for a number of years and supported our family. They are superbly managed, and all staff demonstrate the highest standards of care for the residents and their families. They go well beyond what you would expect in every aspect
of their roles.
My mum often said they were all lovely and enjoyed their company, and you could see the bonds between staff and residents at every visit, especially as they reached the end of life. The residents became their extended families. They are a very special group, and they helped to make every visit a moment to cherish.
I will definitely be returning in the new year to do some voluntary work, as it’s such a special place full of love, humour and excellent food.
I felt the positive vibes when I first visited in 2016, and it’s grown and grown.
Thank you to you all at Lugano; you made Mum's last six years the best they possibly could be.
Every single one of you is so special.

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Review from Andrew B (Nephew of Resident) published on 30 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My aunt had a severe bed sore before she entered Lugano due to poor care at home. Over several months, the home managed to heal this wound through their diligent care. Furthermore, we felt they treated my aunt with dignity and respect. The family were very pleased she moved to Lugano as she ended her
days in a safe and caring environment.

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Review from R R (Son of Resident) published on 14 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

Don't be deceived by first impressions. Public areas are nice enough, there's a lovely garden and the staff are pleasant but the bedrooms are another story. They seem to have tried to cram as my rooms as possible into the building which is not fit for purpose as a care home. When I visited I was shown
one decent room but it was not available. The room my mum was given was small with tired decor/furniture and no ensuite facilities which I had requested. They made me sign a month's contract. The day after my mum moved in she told me she didn't think she would survive in Lugano for a month but I couldn't afford to move her because I'd signed the contract and she died three weeks later. The place is clearly run on a shoestring and evening meals consisted of half a sandwich. The manager assessed my mother as suitable but she really needed nursing care. Lugano is clearly not suitable for anyone who is frail, a falls risk, or requires nursing care.

Reply from Stephanie Mirams, Manager at Lugano Residence

It is with great sadness to us all that we read your review, especially at a time of national mourning. I simply want to thank you for your feedback, which I shall share with our hard working and dedicated team, to see what may be learned from your experience.


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Review from Geraldine B (Daughter of Resident) published on 22 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our Mum was a resident at Lugano Residence with dementia for the last 9-months of her life. The staff were consistently accommodating, sympathetic, reassuring and caring. The home is comfortable and well-run. We didn't want Mum to be in a big home with an institutional atmosphere and Lugano Residence
has a domestic scale that is very appealing. The staff know the residents well and there is a family atmosphere and a sense that residents are individuals, with their own lives and stories. The communication with us was excellent and the staff respected our views, and our Mum's, about her life and her care. They called if there was any concern and we never felt we were bothering anyone ringing up to see how things were going. We very strongly wanted Mum not to die in hospital and we are particularly grateful for the way Lugano Residence accommodated us at the end of her life. Their compassion and concern were exemplary and made a very difficult time as good an experience as it could be.

Reply from Stephanie Mirams, Manager at Lugano Residence

Thank you for your wonderful comments. It was a privilege to support your mum and to get to know you and your sister. It is always our endeavour that people can live their best life at Lugano but also when the time comes, end of life wishes are respected and those living at Lugano are treated with TLC. Thank you for placing your trust in us to care for your mum, she was a wonderful lady.


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Review from Linda and Brian G (Relative of Resident) published on 22 April 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our relative has been resident at Lugano for over seven years. In that time she has been loved and cared for as a member of the family. The quality of the staff and the care that they give is exceptional, particularly so since the outbreak of COVID when families have not been able to visit. Their scrupulous
attention to infection control means that the home has remained COVID free and all the residents have been protected. The staff have worked extremely hard to maintain as normal a life possible for the residents. Regular FaceTime calls enabled us to keep contact and a special room was adapted to enable safe visits when allowed.
Over the years we have always been made very welcome every time we visited. We have been informed immediately if our relative became unwell and they have nursed her back to health on many occasions.
We have been overwhelmed with their kindness during recent end of life care. We have and do recommend the home unreservedly. Thank you all at Lugano.

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Review from Tanya V (Daughter of Resident) published on 31 March 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have to say the staff at Lugano are lovely and caring, they keep my mum looking as glamorous as she was in her heyday. They are extremely helpful and can't do enough for my mum and myself. It's a lovely home and I wouldn't hesitate in recommending it.

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Review from J O (Daughter of Resident) published on 25 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

Please only consider Lugano if you are confident your relative will still be running marathons at 90.
Our mum was evicted from Lugano due to her having mobility problems. This news was delivered to us in the hall, with other people around. No privacy or thought for her well-being seemed to be given.
As she was suffering from dementia it greatly set her back and made her last months unhappy and disrupted.
In our experience, Lugano most definitely did not have the well being of the residents at heart. I would recommend if you are sure your relative will never be physically or mentally vulnerable. If not, it may not be the place for them.

Reply from Stephanie Mirams, Manager at Lugano Residence

We were very sorry to hear of this lady’s passing as she was dear to us, but unfortunately we were
no longer able to meet her needs.
A long time has passed since she resided at Lugano Residence, and we were sad to read of her
family’s disappointment. However, to coin a phrase “some recollections may vary”, and rather than
refute the comments made, at this distressing time for the family, we should say that we are proud
of our 35 year history and for the service we have provided to this community. Over that time we
have received consistently good, and in many instances excellent, feedback back from residents’
families, for the dedication of our team and the care given to their loved ones. Never more so than
now, after a difficult year, and managing to remain Covid free throughout the pandemic.
Our aim has always been the comfort and wellbeing of our residents, and we value all feedback as
we continue to strive to enhance their quality of life.


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Review from Oliver G (Grandson of Resident) published on 17 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My grandmother spent a little under two years at the Lugano and my family couldn’t be happier about the quality of care she received. It’s a lovely place, with warm, kindhearted staff. They are always very accommodating when it came to things like birthdays and large group visits. From the adjustment
of the initial weeks all the way until the end, it gave us great peace of mind to know that our loved one was well looked after and treated with dignity.

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Review from D B (Daughter of Resident) published on 30 January 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My lovely mum who was diagnosed as having Alzheimer's early 2017 moved into Lugano in April 2019. The care my mum has received has been exceptional, all the staff are extremely helpful and treat mum and all the other residents with dignity, courtesy and respect. I know my mum is safe and secure and
very well looked after. I visit frequently and am always made to feel welcome. I would highly recommend Lugano Residence.

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Review from Charles M (Brother of Resident) published on 30 January 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have a brother and a sister in Lugano home. My brother has been in the home for ten years. My sister became a resident in September 2019 and I think the home is excellent. My family and I think the staff, management, food facilities, care, support, etc are first class. We would all recommend The Lugano.

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Review from C C (Daughter of Resident) published on 15 January 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

To date, the care of my dad has been amazing. He is happy and content and all his needs met.

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Review from Susan S (Daughter of Resident) published on 9 December 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum lived at Lugano for eight years. While there, she had her hundredth birthday. I believe that Lugano played a very big part in helping her reach this grand age. I found the Lugano carers to be compassionate and efficient. The carers encouraged my mum to eat and drink. They also gave her lots of
love and reassurance and were amazingly patient with her. They also kept her clean, comfortable and made sure her medical needs were all promptly met. They knew she loved music and encouraged her to sing and talk about her family. Lugano involved me in all aspects of Mum's care. The Lugano property is always kept clean, homely and beautifully decorated with a relaxed atmosphere. There is a wide range of social activities for residents and lovely parties which bring together residents, families, carers and management. The Lugano team helped to make my mum's last weeks and moments of life free from pain and fear and gave us all lots of support to help us at this difficult time.

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Review from R C (Son of Resident) published on 3 December 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We introduced Mum to Lugano January 2018. She immediately felt safe and at home. The staff took great care of her as her health deteriorated, and she always told me how happy she was in her new home. As a visitor, I was always made welcome. Mum spent her last 2 years in comfort and contentment thanks
to the dedication of the team at Lugano. From all the family we say 'thank you'.

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Review from Edna R (Daughter of Resident) published on 13 November 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My 96-year-old mother has been at Lugano care home for a year and a half. She joined Lugano directly from hospital as a weak, vulnerable and fragile elderly patient. As promised she was given back her respect, dignity and quality of life. On her first day, she was introduced to the other guests and
was immediately involved in mealtimes and activities. We enjoyed some needed quality time and a very welcome break with afternoon tea on the patio of the beautiful garden. Lugano is unique as it has a homely personal approach to elderly care. On arrival, relatives are given an outline of how the resident is progressing with regard to everyday care and requirements. Each resident is treated as an individual and staff engage with the guests showing humour and a genuine caring approach. The garden party, fireworks display and other social activities are excellent and the residents are treated like royalty. I have no hesitation in recommending Lugano for our very precious elderly folk.

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Review from A B (Son of Resident) published on 4 November 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The love and care shown to my mum in the final season of her life was exceptional. It feels more like a home than an institution with it being a grand old Victorian residence converted to its purpose. Mum certainly felt very at home there, knowing sh3e was happy made it so much easier for the family.

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Review from Beverley F (Daughter of Resident) published on 25 February 2019
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Lugano cared for my mum during the last year of her life. I am grateful that I chose this home. They looked after Mum with loving kindness and there were plenty of family events where the rest of the family could attend with Mum - summer garden party, Guy Fawkes night etc. But I am especially grateful
for the end of life care they gave her. They were all generous with their time checking on her day and night and sitting holding her hand when I couldn't be there. I would choose this home again.

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Review from S A (Son of Resident) published on 15 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother lived at Lugano for three years and the quality of care was very good.
The staff were professional and dedicated, she often spoke of their kindness.
Good medical care was provided and we were kept informed of her progress when required.
There is a varied menu and the food is well prepared.
She
also enjoyed the many activities organised by the staff.

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Current Review Score: 9.1 (9.095)

Overview of Review Score

The Review Score of 9.1 (9.095) out of 10 for Lugano Residence is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 5.0 out of 5 from 4 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.1 out of 5 from 4 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.979 for Lugano Residence is calculated as follows: ( (47 Excellents x 5) + (1 Goods x 4) ) ÷ 48 Ratings = 4.979

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 4.116 Points relating to the number of positive Reviews for Lugano Residence is based on 4 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 = 3.375

    • ii) 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 27 registered maximum number of service users is 5.4. 4 Positive Reviews ÷ 5.4 = 0.741

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 15 Nov 2018

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Bed Vacancies

Please Contact Us for Latest Vacancies

Awards / Recognitions (0)

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Frequently Asked Questions about Lugano Residence

What types of Care is Lugano Residence registered for?

Older Person Care, Dementia, Respite Care, Mental Health Condition, Physical Disability & Sensory Impairment are the registered (by the Care Quality Commission) categories of Care.

What additional types of Care does Lugano Residence provide?

Palliative Care & Own GP if required are other types of care provided.

How many Rooms does Lugano Residence have?

There are 27 Single Rooms.

What are the Facilities & Services at Lugano Residence?

Own Furniture if required, Pet Friendly (or by arrangement), Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Wheelchair Access, Gardens, Phone Point in own room & Television point in own room are some of the Facilities & Services.

How far is Lugano Residence to the centre of Buckhurst Hill?

0.4 mile(s) as the crow flies, distance by road may be significantly further.