Arbrook House Care Home

36 Copsem Lane, Esher KT10 9HE
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9.7 96 Reviews
  • Arbrook House Care Home, Esher
Arbrook House, rated 'outstanding' by CQC in February 2019, is a beautifully converted private home with extensive landscaped grounds where residents can enjoy views of the natural lake and wildlife.

Located in the leafy Esher suburb, the home employs a team of highly trained staff who strive to provide high-quality personalised care for a number of requirements, including long-term nursing, residential, palliative and short-stay care.

The home provides a high standard of accommodation with tasteful decor and well-equipped rooms which include ensuite bathrooms, electric profiling beds, a 24-hour call system, flat-screen TV and broadband internet access. Some of the bedrooms have spectacular views over the lawns and all benefit from co-ordinated soft furnishings.

The home also benefits from two newly refurbished flats, offering lift access, spacious lounge/dining areas, a kitchen area and shower room, which are ideal for anyone looking for independent living with the reassurance that support is close by or for couples.

As an enhanced service to the residents, weekly GP visits are conducted at Arbrook House Care Home, enabling all residents to receive regular, personalised medical reviews as part of their approach to person-centred care.

There’s a real sense of community at the home. The staff work to discover what residents enjoy doing and the home's social calendar is organised around those interests. So whether loved ones already have a hobby or would like to take up a new one, there are lots of exciting activities to get involved in.

Anyone is welcome to pop in and join in, whether friends, relatives or loved ones.

Follow the home on Facebook to find out more about the great things that go on day to day. Search 'Bupa UK Abrook House'.

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Care Provided by Arbrook House Care Home

  • Primary Care Categories
  • Older Person Care
  • Respite Care
  • Younger Adults
  • Care Types Provided
  • Nursing Care
  • Residential Care
  • For a maximum of 44 Service Users
  • Privately Owned
  • Care Offered
  • Parkinson's Disease
  • Other Care Provided
  • Convalescent Care
  • Day Care
  • End of Life Care
  • Own GP if required
  • Palliative Care
  • Physiotherapy

Good to Know

  • Person in charge
  • Jonathan May (Home Manager)
  • Admission Criteria
    • Ages 18+
  • Room Information
    • Single Rooms (44)
    • Single Rooms with ensuite Wet Room (29)
  • Care Home Design/Build
    • Purpose Built: No

Funding & Fees Guide for Arbrook House Care Home

  • Funding Types Accepted
  • Self funding (Private)
  • Local Authority with Top-Up
  • Local Authority
  • NHS Continuing Healthcare (CHC) Funding

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Television point in own room
  • Visiting

  • The home is open to admissions. The home is open to everyone. There’s no need for your loved one to have Bupa health insurance. The home is just a mile from the attractive town of Esher and close to Sandown Park Racecourse. There are several golf courses nearby, and it's also within easy reach of the National Trust’s Claremont Landscape Garden and The Homewood


    The home is proud to be a part of the ‘Research Ready Care Home Network’ Working to improve the quality of life, health, care and treatment of residents.


  • Parking

  • Parking available on site.


Arbrook House Care Home Reviews (96)

Total of 96, showing 1-20
9.7

Arbrook House Care Home has a Review Score of 9.7 (9.740) out of 10, based on 39 reviews in the last 2 years. Over all time Arbrook House Care Home has 96 reviews.

Overall Experience

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  • 18
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Date Published

96
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25
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Review from Marina L (Daughter of Resident) published on 14 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been a resident at Arbrook House for 8 years.
I cannot rate the care, compassion and kindness shown to her by all staff highly enough.
Nothing has been too much trouble.
The patience of all the carers and the professionalism of all managerial staff is outstanding.
I was always
made to feel welcome and no one was ever too busy to stop and chat with me.
I would especially like to mention the dignity that my mother was shown in her final days.
Thank you so much to everyone at Arbrook House.

Reply from Fran Donno, Customer Service Adviser at Arbrook House Care Home

Thank you for your lovely review. We are glad to help you and your family through such a difficult time. It is so wonderful to hear that your Mother received such high standards of care and support during her stay at Arbrook House. We are happy to hear you felt like a part of our Arbrook House family. Hopefully you will go away from this feeling like your loved one received the best possible care.


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Review from Joanna J (Wife of Resident) published on 6 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Our family wanted to hold a 'Marriage Blessing' early for their father who unfortunately might not be around when the actual wedding takes place. The whole Arbrook team embraced this suggestion of an event and went over and above anything we had thought of. The events organiser put all his creative
skills and energy into making the afternoon not only beautiful and moving but a day to remember forever. They even brought in a very talented harpist who played all afternoon.

Reply from Lisa Henderson, Customer Care Advisor at Arbrook House Care Home

Thank you for your lovely review. It is great to hear that Arbrook House Care Home did everything possible to make your day successful and that your father could be part of that. We hope to continue providing your loved one with the best possible care.


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Review from L N (Wife of Resident) published on 3 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband was staying at Arbook House on palliative care, he only had 2 short months but in that time the care he received was excellent from the carers to the office staff, cleaners, laundry, and kitchen staff. In fact, everyone made him and us welcome. Nothing was too much trouble, I am so grateful
to each and every one of you who made his final 2 months as comfortable as you could. Much love.

Reply from Lisa Henderson, Customer Care Advisor at Arbrook House Care Home

We appreciate you taking the time to leave us your comments. We are saddened to hear about the loss of your husband. It is always nice to hear from family members feeling like their loved ones were cared for and looked after. It is great to hear that the care you received was excellent.


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Review from A C (Daughter of Resident) published on 4 February 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

We moved my father here when he lost his ability to walk at age 78. Although he may never get used to his new life completely, he has settled in well and we are so grateful for the sincere care he receives. My father has complicated health needs and we find the nurses do a good job of keeping his wounds
and dressings clean and taking photos to keep track. The only thing I would change is that the carers could provide manual hands-on movement daily as he doesn't voluntarily move his own body. Also adding an in-home psychotherapist, masseuse and support during continuous care appeals by keeping more accurate and detailed notes would be helpful.

Reply from Maria Ricketts, Customer Care Adviser at Arbrook House Care Home

Thank you for your review. We are glad to help you and your family through such a difficult time. We have a genuine regard for all of our residents. We will discuss your feedback with the home's manager to help them continually improve their service.


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Review from Tracey-Ann M (Daughter-in-law of Resident) published on 29 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent care home, wonderful caring staff, great facilities, beautiful surroundings. I cannot recommend a more beautiful, wonderful place and it deserves 10 out of 10.

Reply from Maria Ricketts, Customer Care Adviser at Arbrook House Care Home

Thank you for your kind words. We are very happy to hear you can feel at ease with your loved one in our care. We hope to continue providing your loved one with the best possible care.


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Review from Faith E (Respite Resident) published on 8 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been here for 3 weeks and all I can say is that everyone was so kind and considerate, thank you. The food was wonderful. The carers and nurses were so understanding and patient, thank you. I feel so much better having stayed here for the 3 weeks, again thank you.

Reply from Maria Ricketts, Customer Care Adviser at Arbrook House Care Home

Thank you for your kind words. We are very happy to hear you could feel at ease in our care. Thank you for choosing Arbrook House for your stay.


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Review from Julie D (Sister of Resident) published on 17 December 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Having seen my brother go through the horror of dementia, from a happy, functioning, healthy family man, whose life was curtailed between March and October 2024 in the cruellest way, with no ability to get much out of life, unable to communicate or react to family members. The staff of this lovely care
home made it all bearable, with such care, humour and expertise and as important, sympathy. We couldn't have asked for better treatment, never to be taken for granted and so appreciated.

Reply from Maria Ricketts, Customer Care Adviser at Arbrook House Care Home

Thank you for your kind words. We are very happy to hear you can feel at ease with your Brother in our care. We hope to continue providing your loved one with the best possible care.


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Review from Paul K (Resident) published on 5 November 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Regarding food, the chefs do their best with what is supplied. The meat is not good quality.
I find the staff and management excellent and the care I receive also. I cannot fault anything other than the quality of the meat supplied.

Reply from David Mclean, Customer Service Adviser at Arbrook House Care Home

Thank you for taking the time to leave your kind words. It is always nice to hear from residents feeling like they are cared for and looked after. We will discuss your feedback with the home's manager to help them continually improve their service. Please let us know if there is anything we can do to make your stay as comfortable as possible.


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Review from Celia E (Wife of Resident) published on 23 October 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

As soon as I visited Arbrook House Care Home, with a view to my husband becoming a resident, I knew Arbrook was for us. From the start, my husband and myself and the members of our families have been treated with extreme kindness and respect. I have been able to feel secure during the 17 months knowing
my husband was completely looked after.

Reply from Maria Ricketts, Customer Care Adviser at Arbrook House Care Home

Thank you for your lovely review. We are very happy to hear you can feel at ease with your husband in our care. Thank you for choosing Arbrook House for your Husbands stay.


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Review from Patrick C (Brother of Resident) published on 23 September 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I went to view Arbrook House with my wife and we were very impressed with the warm welcome we received. We were shown all the amenities that are available and the room that was being offered to us. The residen experience manager and all the staff we met and have since met have shown a very caring and
positive manor as well as a professional approach. The house is kept in an immaculate state of cleanliness and the decoration is excellent, the grounds are a joy to see. My sister has been in Arbrook now for just over 5 weeks. She has a ground floor room which is ideal for her needs. She assures us that all the staff, whether nursing or caring, are very kind and very helpful. As a family we are delighted to see that my sister is happy and so well cared for.

Reply from Rosie Smith, Customer Advisor at Arbrook House Care Home

Thank you for taking the time to leave the staff at Arbrook House Care Home such a lovely review. We are thrilled to hear that both your wife and yourself were impressed by the home's warm welcome and atmosphere. It is wonderful to hear our staff described as "positive", "caring" and "professional". We are so pleased that your sister has settled in well at the home and that her needs are so well cared for. We wish you all well and hope that your sister continues to enjoy her stay within the care home. Best wishes.


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Review from E B (Daughter of Resident) published on 3 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My Father spent his final few months at Arbrook. The care he received was above and beyond. Residents are treated with kindness and respect. The management is approachable, available always, and responsive. Relatives are welcomed with open arms to have lunch and become part of the Arbrook family.

Reply from Rosie Smith, Customer Advisor at Arbrook House Care Home

Thank you for taking the time to leave the staff at Arbrook House Care Home such a lovely review. Firstly, I would like to offer my condolences to you and your family on your Father's passing. We are pleased that in his final few months, the staff was able to provide some comfort and exemplary care to your Father. Thank you so much for being a part of the Arbrook family and best wishes.


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Review from G S (Husband of Resident) published on 28 August 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Following an inspection visit to Arbrooke House we were immediately impressed with everything. From reception, bedrooms, dining room, lounge and outside areas. An assessment by the manager was comprehensive resulting in early occupation. We have found all staff to be happy friendly people which makes
for a really nice comforting environment for my wife and me as her carer/husband. The quality and variety of food are excellent and the cooking staff are particularly accommodating to meet our every need.

Reply from Fran Donno, Customer Service Adviser at Arbrook House Care Home

Thank you for taking the time to leave your kind review. It is lovely to hear that you are impressed with the high standards of care provided at Arbrook House Care Home. It is always wonderful to hear words like "Happy" and "Friendly" being used to describe our staff. We hope to continue providing your loved one with the best possible care.


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Review from Lorna C (Daughter of Resident) published on 8 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

What a fantastic experience my mum had while staying at Arbrook House, following an injury.
Being sight impaired, her challenges are somewhat different maybe to others, so this was a consideration for us as a family choosing the correct environment for her. The staff were exceptional, they were kind,
caring and treated Mum with dignity and empathy. Nothing was too much trouble. The home is fantastic, it's clean and has beautiful gardens which the staff ensured Mum enjoyed. There was entertainment every morning, lovely meals and I can honestly say she really didn't want to leave. I will always be grateful for the wonderful care you gave to Mum and want to thank the whole team at Arbrook, you are outstanding.

Reply from Grace Langfield, Customer Service Adviser at Arbrook House Care Home

Thank you for taking the time to leave your review. We are very glad to hear the staff did everything possible to help your mum transition into respite care, and made sure she was always included within the home's activities. Thank you for choosing Arbrook House for your loved one's stay.


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Review from K I (Wife of Resident) published on 4 July 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My husband was comfortable and happy when he stayed at Arbrook House from 30th May 2024 till 13th June. He was looked after well.

Reply from David Mclean, Customer Service Adviser at Arbrook House Care Home

Thank you for your kind words. We are very happy to hear you can feel at ease with your husband in our care. Hopefully you will go away from this feeling like you received the best possible care.


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Review from F C (Daughter of Resident) published on 1 July 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Arbrook House has provided excellent care to my mother. During a hard transition from independent living to full nursing care (after a lengthy stay in hospital) they have done everything they can to treat her with dignity and respect, to ensure her comfort and safety. Nothing has been too much trouble
and the whole atmosphere has been caring and loving. I can't recommend them highly enough.

Reply from Maria Ricketts, Customer Care Adviser at Arbrook House Care Home

Thank you for your lovely review. It is always nice to hear words like "Comfort" and "Safety" being used to describe our care. Thank you for choosing Arbrook House for your stay.


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Review from David C (Nephew of Resident) published on 20 June 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My uncle's care and health needs are being very well looked after. 18 months after coming in and now aged 100 years he is in better physical and mental health than when he arrived. He is very happy. I have raised some concerns about the slow response of domiciliary services, which management are dealing
with.

Reply from David Mclean, Customer Service Adviser at Arbrook House Care Home

Thank you for taking the time to leave your kind review. It is always nice to hear from family members feeling like their loved one is cared for and looked after, we are very happy to hear you can feel at ease with your his in our care. Please let us know if there is anything we can do to make your uncles stay as comfortable as possible.


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Review from C B (Nephew of Resident) published on 16 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Although I never make personal recommendations, I consider Arbrook House Care Home offers the best of care that is available for my 94-year-old aunt. She has been a resident there for over two years and her health has improved under the care of the kind and helpful staff.

Reply from Grace Langfield, Customer Service Adviser at Arbrook House Care Home

Thank you for your feedback. It is always nice to hear from family members feeling like their loved one is cared for and looked after to such excellent standards. Please let us know if there is anything we can do to make your aunt's stay as comfortable as possible.


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Review from D L (Daughter of Resident) published on 15 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Mum was there for one month.
Caring was good, room very clean and nice view.
Extra help with providing better TV.
GP nurses did increase her pain meds as prescribed.

Reply from Fran Donno, Customer Service Adviser at Arbrook House Care Home

Thank you for your kind words. We are pleased to hear that your mum received high levels of care at Arbook House Care Home. We are glad to hear that you were impressed with the clean and tidy rooms and the nursing staff. Hopefully you will go away from this feeling like your loved one received the best possible care.


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Review from Laura B (Great Great-Niece of Resident) published on 10 May 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Whenever I visit my aunt I am always warmly welcomed by any of the staff I encounter at reception or on the way to my aunt's room. Everywhere appears clean and tidy and I have never experienced the smells you expect from a care facility. Both my aunt and I love the fact that pets are welcome to visit
and that pet therapy is offered to its residents. My aunt really enjoys visits from the lady and her dog for a chat and pet.
The food offered to the residents seems to be of good quality with a fair choice of options so I have no worry that my aunt isn’t being catered for. I am pleased she is in a safe and caring facility that balances her need for assistance in her day-to-day activities whilst affording her some privacy and dignity also. As a family we are very pleased with the care she is receiving and I know my aunt feels the same way too, though we know and understand she misses her own home deeply.

Reply from David Mclean, Customer Service Adviser at Arbrook House Care Home

Thank you for your lovely review. We are very happy to hear you can feel at ease with your aunt in our care and you feel so welcomed while at our home. We hope you all feel like a part of our Arbrook House family. It is always nice to hear from family members feeling like their loved one is cared for and looked after. We hope to continue providing your aunt with the best possible care and we look forward to seeing you again soon.


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Review from Peter Z (Son of Resident) published on 1 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum was provided with an outstanding level of care at Arbrook House. Every time I visited it was clear to me that the staff genuinely cared for her well-being. The nursing care was to a high standard but it took into account Mum's wishes. I would like to say a huge thank you to every member of staff.

Reply from Grace Langfield, Customer Service Adviser at Arbrook House Care Home

Thank you for taking the time to leave your review. It is always nice to hear from family members feeling like their loved one has been cared for and looked after so well. We will certainly pass your comments on to the manager.


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Current Review Score: 9.7 (9.740)

Overview of Review Score

The Review Score of 9.7 (9.740) out of 10 for Arbrook House Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 39 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 39 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 4.740 for Arbrook House Care Home is calculated as follows: ( (352 Excellents x 5) + (93 Goods x 4) + (13 Satisfactorys x 3) ) ÷ 458 Ratings = 4.74

  • 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 5 Points relating to the number of positive Reviews for Arbrook House Care Home is based on 39 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 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • 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 44 registered maximum number of service users is 8.8, which has been reached with 39 Positive reviews. Points = 1

  • 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: 26 Feb 2019

Overall
Outstanding

  • Caring

    Outstanding

  • Effective

    Good

  • Responsive

    Outstanding

  • Safe

    Good

  • Well-led

    Outstanding

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

View Latest Report

Bed Vacancies

2 Bed Vacancies

posted 17 Feb 2025

Spacious rooms available for nursing and residential care – long and short stay care available. All rooms are tastefully decorated, some overlooking the home’s attractive gardens. Residents can bring items from home such as ornaments, photos and small items of furniture to make more homely. The home also has two refurbished flats, offering lift access, spacious lounge & dining areas complete with own kitchen area, shower room and views of our stunning gardens. Ideal for anyone looking for independent living with the reassurance that support is close by, or for couples.


Awards / Recognitions (0)

There are currently no awards/recognitions posted yet for Arbrook House Care Home

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Meet the Team (2)

Jonathan

Jonathan May

Job Title: Home Manager

I love working at Arbrook House. The team always make sure our residents are happy and feel at home. There’s plenty going on and we have strong links with the local community so feel free to pop in and speak to us anytime.


Shelan

Shelan Murad

Job Title: Resident Experience Manager

Joined: 2012

I joined Bupa in June 2012 as a weekend receptionist at Wingham Court care home and stayed until 2017 when I was promoted to financial administrator and relocated to Arbrook House. In January 2024, I was promoted to resident experience manager and financial administrator at Arbrook House.


I enjoy working closely with residents and colleagues as well as meeting and supporting friends and families. It's fulfilling to be able to make a positive impact on their lives and create a supportive and caring environment.


Outside of work, I am very family-oriented and enjoy spending time with my loved ones. In my free time, I enjoy outdoor activities such as walking and meeting my friends for a catch-up. I also enjoy cooking different dishes for my family. I live locally and I appreciate the close-knit community and the opportunity to be involved in local events and initiatives.


Frequently Asked Questions about Arbrook House Care Home

What types of Care is Arbrook House Care Home registered for?

Older Person Care, Respite Care & Younger Adults are the registered (by the Care Quality Commission) categories of Care.

What additional types of Care does Arbrook House Care Home provide?

Palliative Care, Day Care, Convalescent Care, Physiotherapy, Own GP if required & End of Life Care are other types of care provided.

How many Rooms does Arbrook House Care Home have?

There are 44 Single Rooms.

What are the Facilities & Services at Arbrook House Care Home?

Own Furniture if required, Close to Local shops, Near Public Transport, Lift, Gardens, Bar/Café, Residents Kitchenette, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Arbrook House Care Home to the centre of Esher?

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