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 41-60
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

  • 77
  • 18
  • 1
  • 0
  • 0

Date Published

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Review from S E (Resident) assisted by family/friend published on 17 February 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

When I arrived here at Arbrook House I was welcomed and made to feel valued. The staff are caring and considerate with attention to detail. The entertainment is superb with such a variety of professional acts as well as in-house 'stars'.

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

We appreciate your lovely review. We are so happy Arbrook House made the transition into care as easy as possible for you and make you feel so valued with their care and efforts. Please let us know if there is anything else we can do to make your stay as comfortable as possible.


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Review from R G (Resident) published on 22 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The food has improved.
The main problem that applies to this and most care homes is the use of agency workers who are not up to the standard of regular staff. The government needs to solve this problem.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Arbrook House Care Home

Thank you for your feedback, I will pass your comments on to our management team.


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Review from J R (Daughter of Resident) published on 3 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Arbrook House Care Home gives exemplary care to their residents. Yes maybe cliche, however this group of people who work here are caring, does not matter what their primary roles are. They are emphatic, compassionate, efficient, listen, understand, calm, and always ready to listen, advise and discuss
concerns. I am talking about all the team, not only amazing carers/nurses, tea trolley guys, maintenance, cleaners, gardeners, check-in, laundry, entertainment, if I missed anyone. So never any worries, whatever is thrown at them.

Reply from Amanda Barnes, Customer Service Adviser at Arbrook House Care Home

We appreciate you taking the time to leave us your comments. It is wonderful to hear that you feel the care is of a high standard and that you find our staff caring. Thank you for choosing Arbrook House for your loved one's stay.


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Review from Kathie S (Daughter of Resident) published on 29 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I would like to say a big thank you to the activity lead at Arbrook for all his hard work and the happy way he goes about his work, he has been more than a friend to my mum when she needed it. A great help to the family with arranging phone calls and visits. He is one of the stars of Arbrook House Care
Home.

Reply from Amanda Barnes, Customer Service Adviser at Arbrook House Care Home

Thank you for your kind words. It is nice to hear that our activity lead has made a positive impact on your mum. Please let us know if there is anything we can do to make your mum's stay as comfortable as possible.


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Review from L H (Daughter-in-law of Resident) published on 27 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I find all the carers and nursing staff brilliant, very helpful and caring.

Reply from Amanda Barnes, Customer Service Adviser at Arbrook House Care Home

We appreciate you taking the time to leave us your comments, It is nice to hear that you find our staff helpful and caring.


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Review from Nathalie W (Daughter of Resident) published on 25 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Choosing a nursing home for my mother has been one of the hardest things I have had to do. Having visited so many and taking countless references I went back and met with the care manager. Thank goodness I did and thank goodness I chose Arbrook House Care Home. The care manager chooses his staff very
carefully and they all truly want to help the residents. Therefore making this a home from home and the staff become a part of your family. The grounds are amazing and add to the welcoming visits for residents and visitors. The nursing staff have a wonderful bedside manner and try so hard to make all residents comfortable and happy. They engage with the family and think outside of the box. A special shout out to two nurses in particular. Even the gardener, chef, and laundry lady have welcomed and got to know my mother's needs. If you are looking for a nursing or care home where residents come first and they adapt to individuals' needs and listen, then I highly recommend Arbrook House Care Home.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Arbrook House Care Home

Thank you for your kind review. We are so glad that everyone at Arbrook House was able to support you through this decision and help get your Mother settled and happy in our care. We really appreciate you taking the time to write this lovely recommendation.


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Review from B T (Son of Resident) published on 14 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Dad has been at Arbrook for 2 years and has been really well looked after during what turned out to be a pandemic period. He remains very happy there.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Arbrook House Care Home

Thank you for your feedback. We are glad to hear that your Dad is happy in our care at Arbrook House.


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Review from J B (Resident) published on 13 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The last two years have been very difficult for care homes with many restrictions being imposed. Nonetheless, the staff at Arbrook House have made every effort to make things as normal as possible.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Arbrook House Care Home

Thank you for your feedback. It has certainly been challenging at times during the pandemic. Hopefully with restrictions now easing things will be more back to normal soon.


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Review from E J (Resident) published on 8 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

To review a care home after nearly 2 years of covid would seem somewhat unfair. There has been an exodus of really good staff who wanted change or better wages, and agency staff can never adequately fill the shoes of those who leave. It has been BUPA policy to isolate people here and keep them safe
in their own room. That has had a disastrous effect on patients' wellbeing, although the activities staff here spent time and effort to make each day meaningful. The only residents' lounge is used by staff for meals and training exercises.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Arbrook House Care Home

Bupa followed all guidelines as set out by PHE to keep our residents and staff safe throughout the pandemic. I hope that since rules have been relaxed you are now able to make full use of all the facilities and you are able to enjoy the activities our staff have arranged. Please let us know if there is anything further we can do to make your stay as comfortable as possible.


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Review from S H (Daughter of Resident) published on 7 April 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff nurtured my mother from when she first arrived having had falls at home, until her death. She achieved good health through good homemade food, nursing, and carers attending to everything she needed. She enjoyed the entertainment and the beautiful grounds. The staff were like another family
to her. Her passing was very gentle and peaceful and the staff did everything to make her last days comfortable and dignified. Her relatives were always welcomed.

Reply from Alison Horridge, Customer Advisor on behalf of the team at Arbrook House Care Home

Thank you for taking the time to leave your review. We hope that you are able to take comfort knowing that your Mother received the very best care possible.


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Review from Debbie B (Daughter of Resident) published on 8 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care given to and the kindness shown to my mother by the staff at Arbrook House was second to none. Nothing was too much trouble for these lovely people. For that, my dad, son, and I will be ever grateful to them.

Reply from Amanda Barnes, Customer Service Adviser at Arbrook House Care Home

We appreciate you taking the time to leave us your comments. It is lovely to hear that you are happy with the care in our home and that you found the staff to be kind. Thank you for choosing Arbrook House for your Mother's stay.


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Review from Claudia C (Daughter of Resident) published on 3 September 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I was looking for a care home for my mum a few days before lockdown as she had to leave hospital. I went to view Arbrook but I was not allowed in due to their need to protect the residents. This sealed the deal for me and showed how seriously they took the resident care. Another care home I viewed was
happy for me to visit with just a temperature check. It turned out to be the best decision and I was delighted when they agreed to take her. Several months later we saw her room and it was lovely and bright and nicely decorated. The best thing about Arbrook, however, is the staff, they have real affection for the residents and I couldn’t have wished for better care during her last months. My dad even moved in and spent Christmas with her (after quarantine) which was nice as sadly that was their last Christmas together.

Reply from Amanda Barnes, 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 Mum in our care at Arbrook House, It is such a nice thing to hear that Mum and Dad could spend Christmas together, Thank you for choosing Arbrook House for your Mums stay.


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Review from John B (Son-in-law of Resident) published on 23 October 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The care home and staff looked after my mother-in-law very well, although it was a short stay for her due to her ill health. All the staff were passionate and caring and did a very wonderful job of making sure that she was comfortable all the time.

Reply from Stephen Rondel, Customer Advisor on behalf of the team at Arbrook House Care Home

Thank you for your kind words. We are glad to have helped you and your family through such a difficult time.


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Review from A P (Grandson of Resident) published on 15 October 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My grandad transferred to here from a hospice when his condition got worse. This is a lovely care home and all the staff were nice and professional. Thank you to all for looking after him!

Reply from Emily Wilson, Customer Advisor on behalf of the team at Arbrook House Care Home

Thank you so much for your kind reviews, we really appreciate you taking the time to leave us lovely comments.


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Review from S L (Niece of Resident) published on 13 October 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

They took care of my uncle very well. We couldn't think of anywhere better for him stay! he was there for over six months. He loved the gardens and the lake. They always made us feel welcomed whenever we visited before COVID.

Reply from Greta Narbutaityte, Customer Advisor on behalf of the team at Arbrook House Care Home

We really appreciate you taking the time to leave us such lovely comments, thank you.


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Review from A H (Resident) published on 5 October 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have been a resident here for nearly three years. I have a good-sized room overlooking the gardens. The staff are very helpful and kind and there are not too many changes in staff. No activities at the moment because of COVID.

Reply from Emily Wilson, Customer Advisor on behalf of the team at Arbrook House Care Home

Thank you for your kind feedback, we really appreciate you taking the time to do so. Please let us know if there is anything more we can do to make your stay as comfortable as possible.


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Review from S G (Daughter of Resident) published on 29 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My father was lucky enough to come to Arbrook House, three weeks before the COVID lockdown, and I feel blessed. The rooms are tastefully decorated and furnished. They allow residents to personalise them. The communal areas are brilliant and well used. The grounds and the gardens are amazing. The staff
are very kind, understanding, sympathetic and caring. They go above and beyond in their care. The leadership is awesome, and the staff are so dedicated and hard-working. Arbrook House is just brilliant, and every staff member is a superhero, in my opinion. I cannot thank the staff enough for keeping my Dad safe and well during this pandemic. I would have no hesitation in recommending Arbrook House to others and indeed already have done so.

Reply from Emily Wilson, Customer Advisor on behalf of the team at Arbrook House Care Home

We really appreciate you taking the time to leave us such lovely comments. We are so pleased to hear that you're fulfilled with the care Arbrook House are providing for your Dad. Please let us know if there is anything more we can do for you and your family.


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Review from Robert A (Partner of Resident) published on 28 September 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff are always welcoming and friendly.

Reply from Stephen Rondel, Customer Advisor on behalf of the team at Arbrook House Care Home

Thank you for your kind review, we appreciate your feedback.


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Review from Jemma S (Daughter of Resident) published on 23 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I moved my dad here further away from me after he stayed in 2 awful care homes, one of which unfairly evicted him after a complaint. The manager was exceptional at listening, offering solutions and being available. The staff who looked after dad, notably one member of staff, were kind and compassionate.
The house and grounds are amazing and I actually found it relaxing to visit dad here rather than anxious as with other homes where staff were overworked, defensive and stressed often.
Dad died during these difficult times in the care home after being discharged from hospital without adequate weaning off a feeding tube. I was able to visit Dad at end of life, wearing PPE and after taking a COVID test. My advice to anyone looking for a nursing home rarely does any take residents on outings, even outstanding homes, they are too busy caring. I bought a mobility car for dad and took him out every week.

Reply from Greta Narbutaityte, Customer Advisor on behalf of the team at Arbrook House Care Home

We are very sorry about your loss. Please let us know if there is anything else we can do for you or your family.


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Review from David E (Son of Resident) published on 16 September 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Arbrook House is a wonderful care home where the staff have a great attitude, a real compassion and devotion to the residents and an excellent team spirit. The challenges that 2020 has thrown at Arbrook (operating during a global pandemic) have been met head-on and everything possible has been done
to keep the residents safe. Where possible garden visits for relatives have gone ahead, and the residents have been entertained, nourished, sustained and supported.
The managers shine as leaders and the nursing staff, entertainment staff, support staff, gardeners and cleaners have all excelled. The gardens themselves have provided a spectacular sight to help the residents stay positive when unable to make their usual outings to see friends and family. We have every hope that my mum who has been through some difficult times will have many happy years in front of her under the care of Arbrook.

Reply from Greta Narbutaityte, Customer Advisor on behalf of the team at Arbrook House Care Home

We really appreciate you taking the time to leave us such lovely comments.


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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)

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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.