Review from Jan S (Niece of Resident) published on 4 May 2023
Submitted via Postal Card • Report

Overall Experience

We visited our aunt and arranged lunch, which was held privately. All was very pleasant; the food was excellent, and the service was too!

Reply from Liz Coombes, Customer Relationship Manager at Hallmark Kew House

Thank you so much for your kind words linked to Kew House and your Aunt, who joined Kew back in June 2023.

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Review from O M (Daughter of Resident) published on 19 April 2023
Submitted via Website • Report

Overall Experience

My mother recently arrived at Kew House. The staff and management have been so kind and caring with her. The rooms and communal areas are bright and light and clean and the atmosphere is positive and friendly. I’d like the communication channels to have more clarity. I’d like to be able to email or

call up and speak to someone easier and get a response faster. I often have to leave a message or call back later. Overall, we’re very happy with Kew House.

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Review from Alex B (Son of Resident) published on 13 March 2023
Submitted via Postal Card • Report

Overall Experience

Very caring staff.
Lots of support and care for all residents.
Friendly and welcoming.
Full range of activities, resources and facilities to engage residents.
Kew House never stopped going out of their way to support Mum, care for Mum and give Mum the opportunity to live a full life. Thanks.

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Review from Rosie G (Private Carer of Resident) published on 9 February 2023
Submitted via Website • Report

Overall Experience

I just wanted to say, I am a carer for one of your residents for several years, his dementia got worse and I was very lucky to find Kew House. My client, after several years, became family to me and it was very upsetting to go through what he went through the year before he came to Kew House. Since

being in Kew House, he is so much happier I visit him most days and the joy on his face is beautiful. I owe this all to the staff there. They are patient, caring and very understanding. I can not thank the senior members of staff enough for being so caring and kind towards him. All the staff there are so lovely and would recommend Kew House to anyone that is thinking of putting one of their loved ones into a care home. Thank you so much.

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Review from S J (Wife of Resident) published on 2 February 2023
Submitted via Postal Card • Report

Overall Experience

My husband has now been att Kew House since April 2022 and the staff know him and look after him very well and are very caring and gentle with him and also toward me. We are very happy with Kew House and the fact that is near for me to visit at least 5 times a week when I am well enough to is very reassuring

for us both. Thank you to all the wonderful staff and managers at Kew House, you are all heroes to me.

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Review from Lesley L (Wife of Resident) published on 9 January 2023
Submitted via Postal Card • Report

Overall Experience

I have been most impressed by the care shown by all the staff at Kew House, not only the carers. They have managed to calm his difficult behaviour and always treat him with dignity and respect. There is a very warm welcoming atmosphere.

Reply from Aarti Kumar, Customer relationship manager at Hallmark Kew House

Thank you for your lovely feedback, and glad to hear that you feel the care has made a difference.

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Review from Alastair P (Husband of Resident) published on 5 October 2022
Submitted via Postal Card • Report

Overall Experience

When we as a family took the very difficult decision to place my wife in a care home we looked at three homes nearby but much preferred Kew House of the three. It had an outstanding mark from the Care Quality Commission and was highly recommended by our GP. It has more than lived up to its reputation

since my wife went into Kew House in January 2022. The staff are very caring and well trained in looking after people suffering from dementia and it has a lovely homely atmosphere.

Reply from Aarti Kumar, Customer relationship manager at Hallmark Kew House

We are so glad that you have had a positive experience with Kew House, and really appreciate your feedback.

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Review from E P (Resident) published on 21 September 2022
Submitted via Postal Card • Report

Overall Experience

I found the place very friendly, homely and welcoming with excellent food.
I had a comfortable room and the staff were lovely and very pleasant. They were friendly and helpful. I would certainly think of coming for respite again.

Reply from Aarti Kumar, Customer relationship manager at Hallmark Kew House

Thank you so much for this positive review. We are so glad that we could make your experience a happy one.

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Review from J C (Daughter of Resident) published on 21 June 2022
Submitted via Postal Card • Report

Overall Experience

I moved my mum to Kew House after the sudden death of my father. She has a lot of needs in terms of support and I've been really impressed with her care, the organisation of the home to provide a real community for residents and the attitude of the staff. Everyone has treated her with such affection,

I have been so pleased with our choice.

Reply from Aarti Kumar, Customer relationship manager at Hallmark Kew House

Thank you for your review, we are so happy to hear that your mother and you are happy with her stay at Kew House.

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Review from B W (Son of Resident) published on 7 June 2022
Submitted via Postal Card • Report

Overall Experience

My mother enjoys the daily exercises and puzzles, board games etc.
She is settling in well and has been on an outing.
Staff are very attentive and respond quickly.
Food is varied with a good choice.

Reply from Aarti Kumar, Customer relationship manager at Hallmark Kew House

Thank you for your review, and are so happy to hear your mother is enjoying her stay with us at Kew House.

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Review from James F (Son of Resident) published on 1 March 2022
Submitted via Website • Report

Overall Experience

Kew House is remarkable. We are blessed to have such a facility, and most importantly the team, for my mother's care. The people at Kew are special, very special, their focus on care and humanity knows no bounds. The staff are very special human beings. You sleep at night with family at Kew House.

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Review from C T (Relative of Resident) published on 5 January 2022
Submitted via Website • Report

Overall Experience

My relative's care home was set to close at short notice so we had to find her a new place to live. Staff at Kew House were excellent and, despite the short time frame, were able to conduct all the necessary assessments to ensure they could meet her needs and ensure the move was as comfortable as possible

for my aunt. They were clear and concise with the information they provided to the family, kept us informed of progress and were always available to answer any questions we had. In addition, they prepared a special meal to welcome her and also brought gifts to show her that they were looking forward to having her live here. She managed the move well has been very happy since moving in.

Reply from Aarti Kumar, Customer relationship manager at Hallmark Kew House

Thank you so much for your feedback and we are so glad that you had such a positive experience.

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Review from Z B (Daughter of Resident) published on 22 November 2021
Submitted via Website • Report

Overall Experience

Moving a loved one into care is one of the most difficult decisions a family can take. No care home is perfect, but Kew House is a very special place. All of the staff from front of house, to the carers and housekeeping, take pride in their work and care for the residents in a kind and compassionate

way. Families are welcomed and encouraged to participate in events and with the care plan of their loved ones. The management team is always open to feedback and always around to have a chat. It’s immaculately clean, someone is always hovering or cleaning up.

Reply from Aarti Kumar, Customer relationship manager at Hallmark Kew House

Dear Z B, thank you so much for your wonderful review. Your kind words will be shared with the whole team at Kew House.

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Review from Carrie M (Daughter of Resident) published on 17 November 2021
Submitted via Website • Report

Overall Experience

My father had a recent respite stay. He really enjoyed his stay. Thank you so much. The team at Kew House are beyond fantastic! I have witnessed them at work and am in awe!
My father, enjoyed and needed that time with my mother, a permanent Kew House resident, very much.
He is much reassured that

his beloved wife is so happy and well cared for.
Nothing is too much trouble for the team. They understand and enjoy his humour, and welcome him back like a family member at every visit since he returned home. So lovely!
They even invited him to lead the one-minute silence today. We were both very touched by that. Thank you.

Reply from Victoria Oladosu, General Manager at Hallmark Kew House

Thank you so much for your kind words which I would be sharing with the rest of the team.

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Review from Clare T (Daughter of Resident) published on 11 November 2021
Submitted via Website • Report

Overall Experience

I have been so thrilled with the care and kindness shown to my parents both as residents and visitors. Everyone has been so wonderful in the most difficult of circumstances. I can not thank you all enough. It is such a happy, welcoming place that really feels like home.

Reply from Aarti Kumar, Customer relationship manager at Hallmark Kew House

Dear Clare, thank you so much for your wonderful review. Your kind words will be shared with the whole team at Kew House.

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Review from Ann G (Daughter of Resident) published on 5 November 2021
Submitted via Website • Report

Overall Experience

My mother is a full time resident in Cedar. My father joined her recently for respite care. What a wonderful experience! We cannot praise the staff highly enough. Without exception, they showed kindness, care and humour. My father was made to feel welcome in the Kew House community. The immaculate and

cheery surroundings are of particular note. He has returned home energised and full of praise for the support he received.

Reply from Aarti Kumar, Customer relationship manager at Hallmark Kew House

Dear Ann, thank you so much for your wonderful review. Your kind words will be shared with the whole team at Kew House.

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Review from Roy M (Husband of Resident) published on 5 November 2021
Submitted via Website • Report

Overall Experience

I have found all staff and facilities at Kew House to be of an exceptional standard during a recent respite stay. My wife arrived at Kew House as a permanent resident, during Lockdown and despite the most challenging of times, she has settled very well into the Cedar Community. My own recent stay, provided

an insight into her world and I was impressed with everyone I met, and everything I saw. I have returned home feeling reassured that she is being well cared for, by a kind and professional team. Well done Kew House!

Reply from Aarti Kumar, Customer relationship manager at Hallmark Kew House

Dear Roy, thank you so much for your wonderful review. Your kind words will be shared with the whole team at Kew House and you are always welcome here.

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Review from Tracey A (Granddaughter of Resident) published on 4 August 2021
Submitted via Postal Card • Report

Overall Experience

Our experience has been nothing but positive. The level of care is excellent and constant updates and communication during the pandemic. The many activities and relationship engagement are excellent and so important for my grandmother.

Reply from Victoria Oladosu, General Manager at Hallmark Kew House

Thank you for taking the time to complete a review for us. We are delighted to receive your feedback and will share with our whole team.

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Review from Rae G (Son-in-law of Resident) published on 18 June 2021
Submitted via Postal Card • Report

Overall Experience

May 2021 begins my mother-in-law's 9th year at Kew House. She remains positive, good-humoured and confident in her carers and surroundings. The staff have always treated all the residents with respect and kindness. Should a change of health, fall or bruise occur I am immediately informed and given any

information about it. The staff are happy and welcoming, they tend to remain at Kew House for quite some time, reducing the need for temporary staff. The size of Kew House keeps everything at a very human scale while its parent company, Hallmark, is able to offer support and protocol advice based on its other satellite care homes. Communications has always been excellent with weekly emails advising of any positive tests (Residents and Staff), staffing levels and PPE levels together with activities and menus. The regular relative/carer meetings are held over Zoom at the present with comprehensive minutes. The General Manager is always approachable particularly if a special circumstance arises. I fully recommend the care and protection offered by Kew House.

Reply from Vicky Radmore, Customer Relationship Manager at Hallmark Kew House

Rae, thank you so much for your wonderful review. Your kind words will be shared with the whole team at Kew House.

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Review from Faith P (Daughter of Resident) published on 14 June 2021
Submitted via Postal Card • Report

Overall Experience

A high level of care is consistent. Staff are caring, sensitive to Mother's needs, hardworking, patient and polite. We are sure that the high standard of cleanliness has been maintained.

Reply from Vicky Radmore, Customer Relationship Manager at Hallmark Kew House

Thank you for taking the time to write a review. It's wonderful to read how happy you are with the care provided to your Mother, it’s our pleasure to support her.

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