I am also endlessly grateful for the care, respect, and dignity that my father received
Mark G (Son of Resident)
Without doubt, they put the care in the term care home.
S M (Daughter of Resident)
The entertainment is superb with such a variety of professional acts as well as in-house 'stars'.
S E (Resident)
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 available on site.
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.
Review from Nick D (Friend of Resident) published on 30 April 2024
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Reply from Grace Langfield, Customer Service Adviser at Arbrook House Care Home
Thank you for your feedback. It's really lovely to hear words such as "excellent" being used to describe the standard of care and attitudes of our whole team. We are looking forward to seeing you again.
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Review from Ruth M (Wife of Resident) published on 25 April 2024
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Reply from Grace Langfield, Customer Service Adviser at Arbrook House Care Home
Thank you for your review. We are happy to hear you had such a positive impression from the start and that our staff's care has done nothing but live up too and exceed expectations. Thank you for choosing Arbrook House for your husband's stay.
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Review from David Z (Son of Resident) published on 25 April 2024
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Reply from Grace Langfield, Customer Service Adviser at Arbrook House Care Home
Thank you for your review. We are saddened to hear about your loss but are pleased the staff went above and beyond to provide your mum and family support through such a difficult time. We will discuss your feedback with the home manager to help them continually improve their services.
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Review from J C (Daughter of Resident) published on 19 April 2024
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Reply from Fran Donno, Customer Service Adviser at Arbrook House Care Home
Thank you for your lovely review. We hope Arbrook House Care Home did everything possible to make the transition as easy as possible and we are pleased to hear that your mum received excellent care. Hopefully, you will go away from this feeling like your loved one received the best possible care.
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Review from S Z (Son of Resident) published on 3 April 2024
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Reply from Grace Langfield, Customer Service Adviser at Arbrook House Care Home
Thank you for your kind words. It is always nice to hear from family members feeling like their loved one is cared for and looked after above and beyond the expectation. We will certainly pass your comments on to the manager.
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Review from K B (Daughter of Resident) published on 21 March 2024
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Reply from Eden Tomlinson, 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 loved one in our care. Thank you for choosing Arbrook House for your stay.
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Review from John B (Next of Kin) published on 5 March 2024
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Reply from Eden Tomlinson, Customer Service Adviser at Arbrook House Care Home
We appreciate you taking the time to leave us your comments. 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 cousin with the best possible care.
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Review from Gabrielle F (Friend of Resident) published on 4 March 2024
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Reply from Fran Donno, Customer Service Adviser at Arbrook House Care Home
We appreciate you taking the time to leave us your kind comments. It is always nice to hear from family members feeling like their loved one is cared for and looked after, and it is always nice to hear words like “kind” and “caring” being used to describe our care. We are pleased to hear that you are impressed with the high standard of care at Arbrook House Care Home. We hope to continue providing your loved one with the best possible care.
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Review from Reinhard T (Husband of Resident) published on 19 January 2024
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Reply from Fran Donno, Customer Service Adviser at Arbrook House Care Home
Thank you for your lovely review. We are happy to hear you felt like a part of our Arbrook House family and that you felt at ease with your wife in our care. We are pleased to hear that you were impressed with the commitment and respect our staff shows at Arbrook House. Hopefully, you will go away from this feeling like your loved one received the best possible care.
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Review from Vanessa C (Stepdaughter of Resident) published on 28 November 2023
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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 felt at ease with your stepfather in our care and it is always nice to hear from family members feeling like their loved one is cared for and looked after. Hopefully you will go away from this feeling like your stepfather received the best possible care.
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Review from Belinda S (Niece of Resident) published on 20 November 2023
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Reply from Eden Tomlinson, Customer Service Adviser at Arbrook House Care Home
Thank you for your lovely review. It is always nice to hear from family members who feel like their loved one is cared for and looked after. We hope to continue providing your uncle with the best possible care.
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Review from J C (Daughter of Resident) published on 6 November 2023
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Reply from David Mclean, Customer Service Adviser at Arbrook House Care Home
Thank you for taking the time to leave your lovely review. It is always nice to hear words like “excellence” being used to describe our staff. We are very happy to hear you can feel at ease with your mum in our care. We hope to continue providing your mum with the best possible care and we are looking forward to seeing you again.
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Review from L T (Daughter of Resident) published on 1 November 2023
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Reply from David Mclean, Customer Service Adviser at Arbrook House Care Home
Thank you for your kind words. We are glad to help you and your family through such a difficult time and we are very happy to hear that the consultant praised the care she receives. We hope to continue providing your mother with the best possible care.
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Review from Rosemary B (Niece of Resident) published on 25 September 2023
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Reply from Eden Tomlinson, Customer Service Adviser at Arbrook House Care Home
We appreciate you taking the time to leave us your comments. It is always nice to hear words like “kind” and “caring” being used to describe our care. We will certainly pass your comments on to the manager to correct your aunt's name on her door.
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Review from Stanley N (Resident) published on 6 September 2023
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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 in our care. Please let us know if there is anything we can do to make your stay as comfortable as possible and thank you for choosing Arbrook House for your stay.
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Review from S M (Son of Resident) published on 23 June 2023
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Reply from David Mclean, Customer Service Adviser at Arbrook House Care Home
Thank you for taking the time to leave your review. We are sorry for your loss and send our condolences. It is always nice to hear words like “compassionate” and “professional” being used to describe our care. We hope she felt like she was part of our Arbrook House family. Hopefully, you will go away from this feeling like your mother received the best possible care.
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Review from S M (Daughter of Resident) published on 13 June 2023
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Reply from Grace Langfield, Customer Service Adviser at Arbrook House Care Home
Thank you for taking the time to leave us your lovely review. We are pleased to have helped you and your family through such a difficult time and that the staff at Arbrook House were always prepared to go the extra mile for your father. We hope you will go away from this feeling like your loved one received the best possible care.
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Review from C M (Respite Resident) published on 29 April 2023
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Reply from David Mclean, Customer Service Adviser at Arbrook House Care Home
Thank you for taking the time to leave your review. It is always nice to hear words like “friendly” and “helpful” being used to describe our care. We will discuss your feedback with the home’s manager to help them continually improve their service. Thank you for choosing Arbrook House for your stay.
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Review from Mark G (Son of Resident) published on 30 March 2023
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Reply from David Mclean, Customer Service Adviser at Arbrook House Care Home
Thank you for your lovely review. We are saddened to hear about your loss. It is always nice to hear from family members feeling like their loved one has been cared for and looked after. It is always nice to hear words like “care, respect, dignity and attention" being used to describe our care. Hopefully, you will go away from this feeling like your father received the best possible care.
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Review from Sophie E (Daughter of Resident) published on 17 March 2023
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Reply from David Mclean, Customer Service Adviser at Arbrook House Care Home
We appreciate you taking the time to leave us your review. We are saddened to hear about your loss. Hopefully you will go away from this feeling like your loved one received the best possible care. We were glad to help you and your family through such a difficult time and it is always nice to hear from family members feeling like their loved one has been cared for and looked after.
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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.
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.
Date: 26 Feb 2019
Caring
Effective
Responsive
Safe
Well-led
Care Quality Commission is responsible for the registration and inspection of social care services in England.
View Latest Reportposted 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.
There are currently no awards/recognitions posted yet for Arbrook House Care Home
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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.
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.