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 121-140
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
9
21
42
99

Review from Diana C (Daughter of Resident) published on 16 November 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother moved to Kew House Care Home in July 2013 aged 106. She had previously lived in a sheltered flat. In the 3 years that she was at Kew House, her mobility decreased and her dementia increased. The care that she received was excellent, as was the support which I received from the staff. She was
allowed to remain on the residential floor, in her room, and with the carers she knew. Her increasing needs were met and she was always treated with kindness, patience and respect. She died in Kew House on Sept 28th this year aged 109. The support we had in the last days of her life was amazing. Excellent.

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Review from Henry D (Son of Resident) published on 21 October 2016
Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

Pleasant atmosphere but the problem was the level of care required by my mother who was convalescing from ankle replacement surgery, was insufficient. I was promised she would be given all the necessary care but it turned out not to be the case. There were simply not enough staff, they were not properly
qualified or trained and they did not spend long enough with her. For some unknown reason, they would not admit her at the weekend which meant she had to stay in the hospital a few extra days than was necessary. We were told that the reason we were being charged more money was because my mother was only staying for a short period. I would not have minded had the care been better but it was not quite up to standard I was expecting

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Review from Gillian D (Wife of Resident) published on 21 September 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Initially, my husband frequently tried to get out. He caused a great deal of problems but staff coped very well. They were always smiling and comforting and never lost their temper. The food was excellent and having 2/3 smaller dining room worked well. Again staff very good encouraging patients to enjoy
their food. Plenty of musical groups and events and opportunities for residents to sing which was uplifting for all. The home was frequently decorated for parties for all to join in.

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Review from Lorraine B (Daughter of Resident) published on 20 September 2016
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My Mother's time at Kew House was very disappointing and did not reflect the hard sell we were given.
I would say don't believe the hard sell - there are lots of empty promises of individualised care and how any concerns will be dealt with which just don't happen. My Mother has been in care homes
for almost 20 years and this was by far the poorest quality in terms of the level of care and the knowledge and understanding of staff. If there is nothing wrong with your loved one they might be ok here - but if there's nothing wrong they probably don't need a care home. The environment is quite attractive and on the whole, well maintained - but the most important things - caring, understanding, well trained, knowledgeable staff are missing and the leadership is very poor. I wouldn't want another family to go through what we have been through with this home. Fortunately, my Mother is in a much better home now and the level of care is a massive improvement.

Reply from Kieron Walsh, Regional Director at Hallmark Kew House

We are sorry to hear that you felt you had a negative experience at Kew House. We have investigated your concerns and provided you with comprehensive feedback and concluded our investigation.


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Review from E P (Partner of Resident) published on 13 September 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

- Generally, all acceptable and pleasant place to be. External spaces limited for access ie. garden.
- As a large number of staff members are of ethnic origin, the use of English is not so clear and precise as it should be, especially in critical situations.
- During weekends it is difficult to ascertain
who is in charge. There should be a system of a named person responsible or: really, a 'liaison' person familiar with both residents and family; irrespective of shift workings.

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Review from Lesley S (Friend of Resident) published on 8 September 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very impressed with the friendliness of the staff. Lovely bright colours of furnishings, tablecloths and proper serviettes. On the dementia floor proper cutlery and china and the menus on the tables every day. Lovely variety of singers and groups, parties for Queens Birthday. Hairdressers and physio
really lovely and kind. Staff all wonderful and caring.
(Total opposite of type of place my mother-in-law was put into after coming out of hospital in every way).

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Review from Lucy A (Daughter of Resident) published on 7 September 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have enjoyed seeing my mum eating properly, get involved with the many activities on offer and socialise. As well as that, the provision of hairdressing and chiropody is a great asset. The staff are very good at chatting to the residents and guests. Very safe, supportive environment. Excellent design
of the cafe as you come through the door - Beautiful garden.

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Review from A H (Friend of Resident) published on 25 August 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

As a visitor, I am impressed with the quality of care. There are several exceptional members of staff. They are patient, caring and provide stimulating talk/activities for the residents. It is good to have 'safe' gardens - and lots of small bright areas for sitting.

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Review from Carmella G (Daughter of Resident) published on 16 August 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I would like to say how impressed I was by the understanding and level of care shown to my mother who died yesterday. The staff went out of their way to make her as comfortable as possible and even sat and read to her during her last hours as I had to be at a hospital appointment with my husband. She
was so happy there and I cannot express my thanks enough for the kindness and dignity shown to her during her last weeks.

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Review from S S (Daughter of Resident) published on 11 July 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

My father was reluctant to go in for respite care but my mother needed a break. I was very happy with the staff and the senior management were delightful and very helpful and understanding. I thought the home was friendly and welcoming, although a small premises and could have benefited from more outdoor
space, gardens etc. My father felt there were not enough people in his position to engage with and his room, although tidy, had a strong smell of urine.

Reply from Yetty Adepegba, General Manager at Hallmark Kew House

Thank you for your feedback. I will arrange to meet with you to discuss your comments further.


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Review from Doreen C (Resident) published on 21 June 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy with the care and facilities at Kew House.

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Review from W O (Daughter of Resident) published on 21 June 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother has been at Kew House on the nursing wing since February 2015. Mum's care is complex and demanding for the staff. I visit Kew House four to five times every week at all times of the day and evening. I feel I have a good understanding of how care is provided and I confidently leave mum knowing
she will be well cared for. There are regular updates and meetings for residents and their families. If family members raise concerns the concern is listened to and acted on. Not everything is perfect but imperfections are faced honestly and openly and the staff strive to make improvements. A great community spirit exists here.

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Review from Eleanor S (Daughter of Resident) published on 1 June 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother has been at Kew House since the end of February 2016. She is on the residential floor. Staff have always been very friendly, helpful and were very kind to both my mother, my sister and myself when she moved in.
Care is good, although my mother sometimes has to wait a while if she rings for
help.

Reply from Yetty Adepegba, General Manager at Hallmark Kew House

Thank you for your comments. I have now introduced daily checks to ensure that call bell response times are acceptable, meaning you should see an improvement for your mother. If you do have any concerns, please do come and see me in the home and I will be happy to look into these.


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Review from John S (Resident) published on 31 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Every aspect of my life is made happy and easy with plenty of leisure activities which keeps me mentally active and stimulated. I did not want to come here but I am now very settled and very happy.

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Review from Carmella M (Daughter of Resident) published on 27 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I was reluctant to send my independent mother to a care home but because of her health we had no choice. She settled in surprisingly quickly and that was due to the patience and kindness of the staff, they have coped admirably with her difficult dietary requirements and nothing is too much trouble for
them. We do feel a weight has been lifted off our shoulders as we know she is being cared for by such an excellent team in a lovely home.

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Review from Niall S (Husband of Resident) published on 27 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My wife was suffering from Alzheimers and died here at just 62 years old after last three months here at Kew House. Generally myself, family and friends all liked the friendly ambience of Kew together with truly compassionate care staff.

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Review from Roger T (Son of Resident) published on 25 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From the initial contact with the team at Kew House, everything felt right. The registration process was slick and efficient and the entire administrative aspect was dealt with seamlessly. The facilities at Kew House were first class, and so were the nursing staff. My mother has a very nice, welcoming
room and the overall feeling of the establishment was very friendly. It felt like a home more than a care home. I had visited many potential care homes, before choosing Kew House for my mother; it was by far the best.

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Review from S S (Daughter of Resident) published on 6 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Beyond the very tastefully, colour coordinated furniture and wallpaper, lays a team of hard working staff. They care and it shows. They treat with dignity. If they are unable to answer a query, they go out of their way to find someone who can.

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Review from Helen M (Daughter of Resident) published on 21 April 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Staff at Kew House are all very friendly, nursing staff on my fathers floor are efficient. Sometimes a long wait for his bell to be answered and then another wait while staff find someone else to help as he needs two to move him.

Reply from Yetty Adepegba, General Manager at Hallmark Kew House

Thank you for your comments. We will meet with you to address your concerns in person.


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Review from Margaret K (Resident) published on 20 April 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am 91 years of age, reasonably active and have been here since May 2014. I have been very happy and well looked after. The food is great and they will always get me something special as I am allergic to some products or cannot eat or do not like what is on offer. The menus are not large but perfectly
adequate for my purposes. En-suite is cleaned every day, my bed is made to my specifications every day.

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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