Hallmark Kew House

58 Spencer Hill Road, Wimbledon, London SW19 4EL
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9.8 141 Reviews
  • Hallmark Kew House, London
Nestled within a leafy cul-de-sac in the heart of Wimbledon, Hallmark Kew House takes pride in its 'Outstanding' rating by the Care Quality Commission, providing award-winning residential, dementia and nursing care. A welcoming oasis within a busy local community, Kew House is a short walk from the train and tube stations, making it easy to access for residents and visitors alike.

Understanding the emotions that come with moving, Kew House lives by its Relationship-Centred Care approach, ensuring residents and their loved ones are at the core of all they do. Upon arrival, residents are warmly welcomed by a supportive team dedicated to fostering a fulfilling and purpose-driven lifestyle. With Hallmark All-Inclusive, gain peace of mind as all life’s necessities, from care services to beauty treatments and culinary delights, are covered.

The vibrant Bistro Café offers a welcoming ambiance, complete with patio terraces and cosy lounges ideal for bringing friends and family together, both old and new. At Kew House, a warm welcome is extended to everyone. Resident’s friends and family are invited in to get involved in home life with open doors all day, every day for loved ones to easily pop by. All efforts are made to keep pets together with residents when moving in, ensuring everyone feels at home within its walls.

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Care Provided by Hallmark Kew House

  • Primary Care Categories
  • Dementia
  • Eating Disorders
  • Learning Disability
  • Mental Health Condition
  • No Medical Intervention
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Younger Adults
  • Care Types Provided
  • Dementia Nursing Care
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 81 Service Users
  • Privately Owned
  • Care Offered
  • Alcohol Dependence (past or present)
  • Alzheimer's
  • Anorexia/Bulimia/Self Harming
  • Asperger Syndrome
  • Autism/ASD
  • Bariatric Care/Obesity
  • Bipolar/Manic Depression
  • Cancer Care
  • Cerebral Palsy
  • Challenging Behaviour/Psychosis
  • Colitis & Crohn's Disease
  • COPD/Pulmonary Disease
  • Down Syndrome
  • Epilepsy
  • Head/Brain Injury
  • Hearing Impairment
  • Huntington's Disease
  • Korsakoff Syndrome
  • Motor Neurone Disease
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Neuropathic
  • Orthopaedic
  • Parkinson's Disease
  • Prader-Willi Syndrome
  • Profound & Multiple Learning Disabilities
  • Schizophrenia
  • Speech Impairment
  • Spina Bifida & Hydrocephalus
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • End of Life Care
  • Own GP if required
  • Palliative Care
  • Physiotherapy
  • Separate Specialist Dementia Care Unit

Good to Know

  • Person in charge
  • Natasha Shillingford (Manager)
  • Admission Criteria
    • Over 65’s, Younger Adults
    • Ages 18+
  • Room Information
    • Single Rooms (65)
    • Couples/Companion Rooms (8)
    • Single Rooms with ensuite Wet Room (65)
    • Couples/Companion Rooms with ensuite Wet Room (8)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Year Purpose Built: 2009
    • Last Refurbishment: 2023
    • Number of floors: 3

Funding & Fees Guide for Hallmark Kew 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 £2,040
    • Self-Funded Residential Dementia Care from £2,310
    • Self-Funded Nursing Care from £2,530

  • Please note that weekly fees exclude:
    Escorts and the cost of non-NHS transport to routine, planned appointments.
    Personal newspapers and magazines
    Guest Dining
    Admission fees for external activities / outings
    Private telephone and Sky connection
  • (these prices are only a guideline, please contact Hallmark Kew House to find out the exact price for your requirements)

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Lift
  • Near Public Transport
  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Phone Point in own room
  • Residents Internet Access
  • Residents Kitchenette
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • Open door policy. Visits 7 days per week 8am-9pm


  • Parking

  • Car Park Available - Yes


Hallmark Kew House Reviews (141)

Total of 141, showing 61-80
9.8

Hallmark Kew House has a Review Score of 9.8 (9.771) out of 10, based on 42 reviews in the last 2 years. Over all time Hallmark Kew House has 141 reviews.

Overall Experience

  • 117
  • 16
  • 5
  • 1
  • 2

Date Published

141
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Review from L R (Daughter of Resident) published on 7 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Nicest care home I have visited - no lingering smell (like schools - cabbage and cleaning products)! Always friendly staff.

Reply from Vicky Radmore, General Manager at Hallmark Kew House

Thank you for taking the time to write a review, your kind words will be shared with the team.


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Review from Caroline G (Daughter of Resident) published on 7 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been at Kew House for 7 and a half years suffering from Alzheimer's. Various staff have come and gone as have many residents, but the care my mother has received has always been friendly and affectionate. I feel she is in the best possible hands, which helps since it would never be my
wish to have my mother in a home - if it was possible to have her at home we would have.

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

Thank you for taking the time to write a review, your kind words will be shared with the team. It’s our pleasure to care and support your Mother.


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Review from Jude R (Daughter of Resident) published on 7 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Such kind and considerate staff. Good communication with the care team. Excellent care team leader who answers our questions quickly and, most important, reassuringly. Another staff member, in particular, is so very kind to us and to mum and professional too.

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

Thank you for your kind words and in particular acknowledging the fantastic team at Kew House. It’s our pleasure to care and support Mum.


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Review from D R (Resident) published on 1 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Comfortable room, good bed. Enjoyable food and good company.

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

Thank you for taking the time to write a review, your positive feedback will be shared with the team. We enjoy your company too.


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Review from Mary H (Resident) published on 1 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

It has been good living here at Kew House and looking forward to when my husband can visit me after he has finished his jabs, as he got to know the care and support staff before the lockdown and it will be like old times. Thank you.

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

Thank you for taking the time to write a review, we too are all looking forward to all sharing a cup of tea.


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Review from Leona G (Granddaughter of Resident) published on 6 May 2021
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Poor communication, unsatisfactory care, bad attitude, complaints not dealt with, fees absolutely vast. All levels of management not concerned with issues raised. Queries regarding medication ignored, emails asking for information ignored. Grandmother left in the room alone, no stimulation. FNC not
applied for, deprivation of liberty regarding visits.

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

Dear Leona,
We are sorry to hear you feel this way. Our absolute priority at Kew House is to deliver high quality, relationship-centred care that is safe and effective for all residents and we are confident that we deliver a high standard of care, evidenced by the fact that our home is rated Outstanding by CQC.
We will continue to work with you privately regarding the matters you have raised. We feel the claims made in this review are not accurate and we have always sought to engage with you on your concerns.


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Review from Jane K (Daughter of Resident) published on 15 October 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Kew House is a very safe, very well run and very happy home and is thoroughly deserving of it's 'Outstanding' rating. The high ratio of staff to residents is reassuring and everyone, including the senior management team, really took the time to get to know Mum (and me!). Phone calls and emails are always
answered promptly and any initial niggles were dealt with quickly. The Activities Team have been brilliant during the last six months of semi lockdown, with plenty of fun things for the residents to do and I often see pictures of Mum on Facebook - obviously really enjoying herself. The regular Skype calls mean that I am able to have lots of contact with her in real-time. A resident hairdresser has been a blessing during the full lockdown and so the residents always looked their best during that period. I would have no hesitation in recommending Kew House.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you so much for your kind words, it is very much appreciated that you have taken the time to complete a review with your feedback and it is so helpful to other families looking for care. We are very proud of the team and we will pass your comments on.


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Review from Nicholas A (Nephew of Resident) published on 22 June 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My unmarried aunt spent her final 12 months at Kew House. She had lived on her own for nearly 30 years and, at 98, her remaining social life was diminishing rapidly. The staff actively encouraged her tentative participation in events and she responded well. Again, whenever I visited, random staff would
volunteer the latest information about her: they all seemed to care. They were assiduous in keeping a close eye on her as her health deteriorated and keeping us, her nephews, fully in the picture even when I was still able to visit several times a week. The cheeriness they exuded from the top down was very reassuring.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you, Nicholas, for taking the time to review Kew House, we were very happy that we were able to support your Mother and your Aunt here.


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Review from Jennie S (Daughter of Resident) published on 22 June 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

When I first visited Kew House I immediately sensed a happy atmosphere and knew that this was the right place for my mother. My mother agreed as she later thanked me for finding such a nice place her. The staff who are the backbone of every home are very caring and respectful of each individual's needs.
The home is cheerfully decorated and very wheelchair friendly. Lots of activities take place and there are outside excursions too. The management team listen and deal quickly with any query. I have had no difficulty recommending Kew House to my friends.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you, Jennie, for taking the time to review Kew House, it is so helpful for families who are looking for care for their loved ones. We really appreciate your feedback and will share your lovely comments with the team.


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Review from Kay C (Friend of Resident) published on 7 February 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Moving to Kew House gave my friend a new lease of life. The staff treated him superbly (and he was not easy). The activities were plentiful, varied and well designed; the food was interesting and varied but often not hot enough. The housekeeping was first-class, nursing was excellent and understanding.
He was spoilt and loved it. We also saw remarkable improvements in the almost five years he was there.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you, Kay, for your kind comments. We are so glad that we were able to support your friend here. I will share your comments with the team.


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Review from Mary R (Daughter of Resident) published on 28 January 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I think Kew House is exceptional in its care for its residents. The atmosphere is warm, home-like, and the staff full of good humour and endless patience. Friends and family of residents are always made to feel welcome, and there are lots of sitting rooms to settle into for a cosy visit. While I found
it hard to place my mother in a care home, I am truly grateful to have found this one.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you for taking the time to review Kew House Care Home and for your kind words.


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Review from Julie K (Daughter of Resident) published on 18 November 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother was a resident at Kew House for three years on both the residential and nursing floors and she could not have had better care anywhere else.
The staff were extremely professional, patient and caring and always had a smile and a reassuring word for both my mother and the family. Many of the
staff who were there at her arrival were still there three years later.
The home is extremely well run with a manager who is very hands-on, her door is always open and she knows all the residents very well. The atmosphere everywhere in the building is positive and happy. I could not recommend Kew House highly enough.

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Review from Janina R (Resident) published on 23 July 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

During the last 6 months, my experience has been a little varied but on the whole, good. The staff have generally been most helpful, kind and willing to please whenever possible. The folks at the reception area have been great.

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Review from Hazel B (Daughter of Resident) published on 12 July 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My father was happier at Kew House after moving there for the last 10 months of his life than he has been in many years. He asked to return to Kew when he needed nursing care because he liked the food. I wanted him to return because of the cheerful atmosphere, the quality of staff, care and activities,
as well as the respect and dignity given to all residents. My father had a challenging personality but the carers handled it very well, enabling him the independence he wanted, but respectful help when needed. The staff helped to make each day enjoyable for him with the little things that mattered to him, such as putting his TV onto a channel to watch his favourite programmes, a cup of tea made the way he liked and popping in to chat to him. If I asked him about an activity he’d enjoyed he couldn’t tell me what had happened but there was a broad grin on his face as he remembered it. It meant a lot to myself and our family to see him happy and comfortable for the end stage of his life.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you so much Hazel for your lovely comments. We were very happy that your father chose to return to Kew House as well. The team build good relationships with the residents and work hard to ensure that they are well cared for and that the little things that are important to them are not forgotten.
I will share your feedback with the team, which they will greatly appreciate.


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Review from Margaret B (Resident) published on 24 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Satisfactory service.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you for taking the time to review Kew House Care Home.


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Review from David S (Son of Resident) published on 24 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The standards of care, accommodation and support are of the highest quality.
If on occasion queries or concerns are needed to be discussed, the team are cooperative and responsive - most importantly Dad feels at home and content.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you so much for your review of Kew House Care Home. It is such a help to other families when they are looking into care options for their loved ones to be able to read relevant and current feedback. Your comments are very much appreciated and will be shared with the team.


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Review from Katia V (Private Carer of Resident) published on 24 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very friendly, positive environment.
Caring, happy staff.
Good choice of activities; indoors and outdoors.
All residents are welcomed and encouraged to participate.
Tasty homemade meals.
Friendly, caring hairdresser and beautician on site.
All residents are positively supported according to their
needs.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you for taking the time to review Kew House Care Home, it is very much appreciated. The whole team work very hard to ensure that all residents feel well cared for, safe and secure. I will share your feedback with the team.


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Review from D M (Daughter of Resident) published on 24 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Found all things very good.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you for taking the time to review Kew House. Your comment is much appreciated.


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Review from R H (Daughter of Resident) published on 24 June 2019
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Everything is excellent.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you for taking the time to review Kew House Care Home and for your feedback, it is very much appreciated. It is lovely for the team to hear comments like this.


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Review from C A (Next of Kin) published on 14 March 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Kew house has a great atmosphere and we chose it because it is full of life and warmth.
The residents activities program is extensive, inclusive, imaginative and delivered with real attention to detail, enthusiam and care.
All the staff are professional, positive, friendly, cheerful and approachable.
Together the team make this an exceptional home.
It is well decorated, clean and in some ways seems more like a hotel than a care home.
My relative is content, feels safe, and is well cared for- and says that the food is very good.

Reply from Nicky Hazell, Customer Relationship Manager at Hallmark Kew House

Thank you so much for taking the time to review Kew House Care home and for your lovely comments. The whole team work very hard to ensure the residents are happy and enjoy every day with various activities. The team genuinely care that all residents feel well cared for and safe, so thank you for mentioning this. I will share your feedback with the team.


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Current Review Score: 9.8 (9.771)

Overview of Review Score

The Review Score of 9.8 (9.771) out of 10 for Hallmark Kew House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.8 out of 5 from 42 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 41 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 4.771 for Hallmark Kew House is calculated as follows: ( (400 Excellents x 5) + (72 Goods x 4) + (12 Satisfactorys x 3) + (4 Poors x 2) + (1 Very Poors x 1) ) ÷ 489 Ratings = 4.771

  • 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 Hallmark Kew House is based on 41 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 81 registered maximum number of service users is 16.2, which has been reached with 41 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: 6 Oct 2023

Overall
Outstanding

  • Caring

    Outstanding

  • Effective

    Outstanding

  • Responsive

    Outstanding

  • Safe

    Good

  • Well-led

    Good

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

View Latest Report

Bed Vacancies

Bed Vacancies

posted 03 Mar 2025

Please contact the home for current vacancies


Awards / Recognitions (24)

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Meet the Team (8)

Natasta

Natasta Shillingford

Job Title: General Manager

Joined: 2022

Natasha joined Kew House as General Manager in the summer of 2022.


Prior to this, Natasha had been working in the care home sector since 2014.


Natasha has a passion for elderly care, and previous to working in care homes, she completed a neuroscience rotation in a large NHS organisation as a registered nurse.


Natasha’s passion is to ensure everyone receives care that is tailored to their individual needs.


Natasha aspires to make everyone’s day a little brighter and that includes the Kew House residents, relatives and the team that she works with.


Priscilla

Priscilla

Job Title: Deputy Manager

Joined: 2019

Hi, My name is Priscilla and I am the Deputy Manager of Kew House


I have been a nurse for over 3 decades, I have practised in general nursing and other special care units.


I have a vested interest in dementia and palliative care Dementia care settings with palliative care.


I joined Hallmark Care in 2019 and a year later had the privilege of being chosen as the end-of-life care champion for Kew House.


A role that offers me an opportunity to be involved with residents and their loved ones during their final years, months, weeks and days of their lives and to ensure that their final wishes are met.


I look forward to meeting you all.


Andrea

Andrea Duffell

Job Title: Clinical Lead

Joined: 2019

Andrea was born in Slovakia and this is we’re she completed her nursing degrees and there she worked as a Registered Nurse for over 15 years. Andrea relocated to the UK in 2012 and since then has worked in various care settings and this is now Andrea's passion to work with the elderly and support with end of life care. Andrea joined Kew House as a Nurse in 2019 and remained in that postion until 2023 when she was promoted to Clinical Lead.
Andrea is very proud to be part of the Kew House team and is also striving to ensure all Residents receive the best care possible and to the highest standard.


Salma

Salma

Job Title: Dementia Care Manager

Joined: 2019

I have been working in Kew House for over four years now starting as a carer and then progressing to a senior carer. Working as a senior carer helped me to understand the dementia community further. This led to me having better knowledge within my role to give the person-centred care that the residents require. It’s a privilege to work alongside team members who care have good knowledge and always support one another.


Sarah

Sarah

Job Title: Hospitality Service Manager

Joined: 2012

Hi, My name is Sarah and I am the Hospitality service manager in Kew House. My background is in accounting .
After about 15 years in the financial sector, i decided to return to my passion which was interior decoration.
I worked in a number of roles in the hospitality industry and joined Hallmark, Kew House, in June 2012 as the Head Housekeeper.


Whilst in Kew House, I continued my education and completed my Diploma in Hospitality Management and then my Degree in BSc International Hospitality and Tourism Management.


I was promoted into the role of Hospitality Services Manager three (3) years ago and have enjoyed every experience throughout my journey and would always ensure that the residents, team and anyone who comes into the home, will have the best experience as promised in our Hallmark Charter.


Liz

Liz Coombes

Job Title: Customer Relationship Manager

Joined: 2023

Dedicated to support both potential new Residents and their families as they make the decision to choose Kew House as their care home setting


Tomasz

Tomasz

Job Title: Maintenance Manager

Joined: 2012

Hi, my name is Tomasz and I’m Maintenance Manager at Kew House. My adventure with Hallmark Family started in June 2012 at Ty Enfys in Cardiff, where I was working as a Kitchen Assistant and Maintenance Assistant. I acquired a lot of professional experience and I made a cordial relationships with Residents. I enjoyed my almost 2 years over there and I got lots of amazing memories about Ty Enfys Family.


In 2015 I have been promoted and I took charge of maintenance department at Kew House in Wimbledon, London. I will never forget the warm atmosphere I’ve met here on arrival.


I’m confident enough to say that Kew House IS MY FAMILY.


I’m enjoying the fact I’m able to help people and have a positive influence on their lives. It is a brilliant feeling and I JUST LOVE IT


Melita

Melita Carter

Job Title: Lifestyles Team Lead

Joined: 2013

Providing meaningful, enjoyable and stimulating activities, social engagement, promoting independence and supporting lifestyle needs.


Melita has been at Kew for 10 years, starting as a volunteer and working up to Lifestyle Lead