Milner House

Ermyn Way, Leatherhead KT22 8TX
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9.7 41 Reviews
  • Milner House, Leatherhead
Milner House is a spectacular care home set in a listed Victorian mansion in the leafy suburb of Leatherhead, Surrey.

The home, which provides expert residential, nursing and dementia care, retains most of its original features but has been tastefully renovated into a comfortable and practical care home. It offers a spacious environment where residents have a choice of communal and quiet lounges, as well as mature gardens and scenic views that are fully wheelchair accessible.

The friendly and welcoming lifestyle team arranges a varied daily activities programme as well as welcoming the local community for special events, with everything from summer fetes to hobbies and group activities, like film screenings and flower arranging.

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Care Provided by Milner House

  • Primary Care Categories
  • Dementia
  • Learning Disability
  • Mental Health Condition
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Younger Adults
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 46 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Other Care Provided
  • Palliative Care

Good to Know

  • Person in charge
  • Gary Nash (Home Manager)
  • Admission Criteria
    • Ages 55+
  • Room Information
    • Single Rooms (38)
    • Couples/Companion Rooms (4)
    • Single Rooms with ensuite Wet Room (37)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2009

Funding & Fees Guide for Milner House

  • 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 from £1,602
    • Self-Funded Residential Dementia Care from £1,692
    • Self-Funded Nursing Care from £1,842
    • Self-Funded Nursing Dementia Care from £1,932
    • RESPITE Self-Funded Residential Care from £1,812
    • RESPITE Self-Funded Residential Dementia Care from £1,902
    • RESPITE Self-Funded Nursing Care from £2,052
    • RESPITE Self-Funded Nursing Dementia Care from £2,142

  • Fees are subject to a pre-admission needs assessment which is required to fully understand the level
    of care and support required by each individual. Premium rooms normally require an additional charge.
    Nursing fees include the Funded Nursing Contribution (FNC) if you are eligible.


    What’s included?
    • All care and support including a monthly review of care plans
    • All meals, snacks and drinks freshly prepared every day by our chef
    • In-house bistro dining room
    • Access to gardens
    • Activities and lifestyle programme
    • All utilities and other accommodation costs
    • Housekeeping and laundry services
    • WiFi internet access


    Please note, the weekly fee does not include hairdressing, chiropody or other healthcare visits or
    appointments not covered by the NHS, toiletries, newspapers or magazines, any over the counter
    medications that a GP wouldn’t normally prescribe such as paracetamol and indigestion relief, and any
    other privately arranged healthcare. Should you require an escort to hospital appointments, we may apply
    an agreed hourly charge for this service.
  • (these prices are only a guideline, please contact Milner House to find out the exact price for your requirements)

Facilities

  • Gardens
  • Lift
  • Phone Point in own room
  • Residents Internet Access
  • Television point in own room
  • Wheelchair Access

Milner House Reviews (41)

Total of 41, showing 21-40
9.7

Milner House has a Review Score of 9.7 (9.740) out of 10, based on 17 reviews in the last 2 years. Over all time Milner House has 41 reviews.

Overall Experience

  • 35
  • 4
  • 2
  • 0
  • 0

Date Published

41
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Review from Christine E (Daughter of Resident) published on 5 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Sadly, this year we had to make a decision to put my 97-year-old father into Milner House for his own safety and our peace of mind. Thankfully, after his isolation, I was able to visit him. The home was very welcoming from management all the way down to care assistance, even the maintenance man helped
very obligingly. It was very relaxed, comforting, and above all, very caring. Seeing my dad smile again put me in a very happy and relaxed place, somewhere I've not been for a while. When I visited him this week, with my husband, who had not seen him for three months, he recognised him and remember his name and told my husband he was very happy and being well cared for. The home itself is very inviting and very clean, very calm and has a relaxed atmosphere. On meeting other residents, you could tell how well looked after they were. All rooms are homely, comfortable, clean and personal. Milner care, keep up the good work; your reputation goes before you, above all, from myself and families. Thank you for caring for my dad so well.

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Review from Jenny B (Daughter of Resident) published on 23 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My dad has been in Milner House for 2/3 years. He has always been very well looked after. The staff are lovely and nothing ever seems too much trouble for them. Dad seems content being in the home. It is a comfort to me and my sister that Dad is safe and well cared for.

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Review from Chloe S (Respite Resident) published on 8 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Milner House and their staff were imperative to my mothers recovery, whilst she was only there for 4 weeks, the transformation was outstanding. She has been suffering from mental health issues for the past 12 months, in and out of hospitals, under carer assistant and the like.


Whilst trying to run

down the corridor on arrival and spending the 1st week glued to her room, the staff, their care and encouragement coaxed her out, improved her appetite and her general self-respect. In the latter 2 weeks the turnaround was amazing, and for the immediate Mum has regained the person she was (god help us).


On leaving Mum said, I cannot believe that I was aghast to have been moved here and sadly leave but with such happy memories. I cannot thank the staff at Milner House enough for their care, professionalism, accountability and ongoing commitment to their patients at all times and Mum is a testament to that.


Keep up the amazing work!


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Review from Fiona P (Daughter of Resident) published on 8 October 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Milner House is an excellent, well run care home with friendly and courteous staff. The rooms are spacious and clean. The activities are excellent. Feel it is good value for money, and overall, an excellent, lovely home.

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Review from Sarah R (Daughter of Resident) published on 21 September 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum has only been at Milner House a couple of months, having transferred from a dementia care home that wasn’t meeting her requirements! When Mum arrived at Milner House she had deteriorated and was quite poorly. The nursing and care staff have been so wonderful with Mum, treating her with such respect
and dignity. In such a short time she has already improved and can now be moved around in a special chair so that she can join in and socialise with the other residents.


The staff and management are all genuinely interested in each individual and are extremely kind and caring. They are so gentle and patient with Mum. This also radiates out to visitors – from the moment you enter the home you feel welcome and part of a family.


We are so pleased that Mum is at Milner House. We can sleep at night now and not worry as we know Mum is in her forever home and receiving the best of care. I hope Milner House is still around when it’s my turn!


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Review from Sue H (Daughter of Resident) published on 13 September 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum has been a resident at Milner House for nearly 2 years. The care given to Mum, and the environment in which it is given, is very good and I am confident she is better looked after in all respects than would be the case if she were still at home. The regular updates via Facebook of the activities
residents are encouraged to become involved in, are much welcomed; and it’s good to see so many joining in, and enjoying what they are participating in to the best of their individual abilities. The staff are friendly and happy to help visitors and residents alike and are kind and patient with residents. Is it perfect? No, but nowhere is. Would I recommend it as a safe, caring and encouraging place for residents? Absolutely! The smile often seen on Mum’s face during interactions with staff is the best endorsement of Milner House being a good place to be if residential/nursing care outside a person’s own home is needed.

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Review from Sarah H (Daughter of Resident) published on 5 December 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum was a resident at Milner House for just under 6 weeks before she passed away. She had been transferred from a nursing home in a different area and by the time she arrived she was already very poorly. Within days of arriving at Milner House, she commented that "she was finally in a care home that
cares". For me this sums up the care she received. The care was holistic and person centred and her end of life planning was managed in a sensitive manner. My mum was treated as an individual and staff were interested in her as a person and what she liked. There was a real attention to detail and even the chef took time to ask her what food she liked. Staff on all levels were friendly and approachable and the management team listened to both my mum and the family about how her needs could best be met. Covid risk was managed well with the management team being as flexible as was safely possible to allow us to see my mum within the last few weeks of her life.
Thank you to all the amazing staff.

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Review from Carol G (Friend of Resident) published on 7 October 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Thank you to everyone who made it possible for two friends to visit a frail friend of many years (all precautions in place) to keep everyone safe in these difficult times.
You gave my mum the opportunity to say goodbye to her valued friend of many years in a dignified and caring way.

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Review from James S (Son of Resident) published on 7 August 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We are so pleased that our mother is at Milner House. She is happy and safe, very well cared for, and has definitely been improving slightly with time. We are so grateful to the wonderful team who are always cheerful and caring and doing so much for all the residents. The atmosphere there is great and
the place is lovely.
We are super impressed with all the staff, but we're especially grateful to one in particular, who has been a pillar of strength and patience and, like all the team, is always so kind and pleasant to talk to. Nothing ever seems to be too much trouble.
It's a great place, fantastically well run and we just count our lucky stars that we found it.

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Review from Ian S (Son of Resident) published on 1 August 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent staff and management. Friendly atmosphere, lovely environment. I am completely confident that my mother is in the ideal place. Handling of coronavirus has been perfect, quick to respond to the needs, and adaptable where appropriate.

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Review from Peter (Son of Resident) published on 17 February 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

All the staff are very caring and my mother-in-law received excellent care and attention whilst living at Milner House.
All the residents are kept entertained and lots of activities to join in with.

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Review from Paula S (Niece of Resident) published on 3 October 2019
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

On several occasions, the resident has not been washed or dressed until the afternoon, even though staff visited during the morning. Quality of food has diminished over the past few months and on a lot of occasions items on the menu have not been available. The food is also quite cold. Seems to be very
short-staffed and available staff members are so busy they do not seem to have time to spend with the residents on a regular basis. Communication between staff and residents not forthcoming.

Reply from Samantha Debenham, PA to Marketing Director at Milner House

Thank you for your review. I understand you have now spoken to the home manager regarding your points above and that he has been able to clarify and allay your concerns. At Milner House, respecting resident’s wishes is paramount, and if an individual for whatever reason, wants to relax for longer in the morning before getting up, the care team would, of course, be considerate to their request. For food, we are incredibly proud that all meals are cooked fresh in house by our chef-led team at the home – we constantly speak with residents, as well as their family and friends, about all aspects of the home, including food, to make sure everyone is happy and that we’re offering choices and dishes that everyone will enjoy. We do not run out of items on the menu, and in fact, are always happy to prepare meals and snacks for residents throughout the day too, if they fancy something different. Food is strictly temperature checked and cooked and served straight away. I would also like to reassure you that we are not at all short-staffed at Milner House - we’re proud of the strong relationships that the team have with residents, and this is evident to anyone visiting the home.


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Review from Sue O (Resident) published on 30 September 2019
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

I have been a resident for only two months. Nobody wants to be in a home but I find this one is very good. Everyone treats me with respect and I feel under no pressure to finally make up my mind to stay or not. All the staff seem relaxed. They are always willing to listen and help you where they can.
Everyone here seems to want you to feel settled and comfortable. The manager is friendly and approachable and if you ask questions you'll get a straight answer. I have a few reservations about the consistency of the care staff but the management seems well aware of any problems and tries hard to recruit more staff for the house. The rooms are nice and the food is OK - everyone tends to leave you in peace but staff are readily available.

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Review from Phillip H (Nephew of Resident) published on 25 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Milner House Care Home provided wonderful care for my uncle for his one-year duration. The facilities and staff were very good and management was great as well. The staff were exceptional in the final days of my uncle's life, making him feel comfortable and respecting his dignity. A big thank you to
all the staff for looking after my uncle in the last year of his life.

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Review from John S (Son of Resident) published on 7 June 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been a resident at Milner House for a number of years and the care that she receives is truly excellent. She is treated with real respect and able to maintain real dignity.

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Review from Anita R (Friend of Resident) published on 31 May 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Having moved my dear friend from a previous home where she was bedbound for 2 1/2 years, as decided by them, due to her disablement through ataxia of the cerebellum, she is now enjoying a much better life at Milner House. Thanks to the manager and staff, she is able to be hoisted into a specially designed
chair allowing her to be part of 'the family' at Milner House, enjoying all aspects of life there, even days in the garden during lovely sunny days, being included has been a complete reversal during those 2 1/2 years being bedbound. Seeing such a change in her has been so rewarding, thanks to the compassion at Milner House - they care about people.

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Review from Gloria B (Power of Attorney of Resident) published on 28 May 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

After viewing several care homes for my friend to move her from a home she was in to be nearer to home, I could not be more happy that I decided on Milner House. She is so well looked after in all aspects of her care. She is included in all activities when possible. The entire staff are very caring
and compassionate.

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Review from Iris H H (Friend of Resident) published on 27 November 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Excellent care home. Caring, friendly staff and well managed. Management extremely kind and helpful. Lovely care home, clean, good food and sympathetic to all residents needs. Friendly and helpful atmosphere with good nursing care. Good facilities throughout for nursing and residential. Very impressed.

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Review from Carol O (Daughter of Resident) published on 20 July 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Milner House has been through a period of change recently and the outcome is a positive and very happy environment. Residents, carers, managers, relatives and visitors all appear content and confident with the new arrangements. Although the changes appeared daunting to begin with the new management
team have carried them through with a quiet steadfastness and have created an atmosphere of trust and respect.

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Review from David (Son of Resident) published on 7 August 2015
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

My father has been a resident of Milner House for three years now, and has always been comfortable and content. Being male has its problems as most residents are female, but he has found residents to talk to and play games with. The entertainment program varies from quite good to very good - especially
outside entertainers. Dad has just been part of a day outing to Littlehampton which he most enjoyed. Sadly these outings are rare, but probably due to cost and complexity.
Medication and care seem to be carried out well, though food isn't great (says dad). No institutional food is, though. An exception is Christmas day which is of a high standard. As a Christian, I am pleased to see there's a monthly Communion, which I try to attend. Dad tells me that night time attendance is good if he needs anything.
I am particularly impressed with the building and gardens - a pleasant view from dad's window. There is a large lawn which can be used for summer events. I believe the building has an interesting history to study.
There is a monthly timetable/magazine which dad has enjoyed writing for.
Overall we are very happy with dad's situation.

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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 Milner House 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 17 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 17 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 Milner House is calculated as follows: ( (149 Excellents x 5) + (50 Goods x 4) + (1 Satisfactorys x 3) ) ÷ 200 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 Milner House is based on 17 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 46 registered maximum number of service users is 9.2, which has been reached with 17 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

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

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Meet the Team (1)

Gary

Gary Nash

Job Title: Home Manager

I started out as a Senior Carer and have worked my way up the ladder.


I joined Care UK in 2018 because I was keen to develop my skills in a forward-thinking organisation that’s committed to delivering superb care, and which supports its colleagues to progress.


What makes this job for me is spending time with residents and seeing them happy and enjoying life. When residents are enjoying the activities there’s a real buzz about the place.