Hartwood House Care Home

Bournemouth Road, Lyndhurst SO43 7DP
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9.9 148 Reviews
  • Hartwood House Care Home, Lyndhurst
Hartwood House is a home set in its own extensive grounds and beautifully landscaped gardens.

The bespoke care home has been created through a combination of new construction and the comprehensive refurbishment of a former care home, keeping the exterior and the very best features of the original building. The result is a safe, appealing and comfortable home for its residents which fuses modern innovation and traditional pleasures.

Located in Lyndhurst, the heart of the New Forest, Hartwood House also lies within easy access of the City of Southampton and the South Coast.

A fully-trained, compassionate and caring team has created an exceptional care home equipped with spacious bedrooms with private, en-suite wet-rooms on three levels, of which one floor is a dedicated dementia community. In addition, there are ample spaces inside and out to enjoy both companionship and privacy.

It is the difference between caring at work and caring like family, between listening and truly understanding and between eating a meal and enjoying an experience. If you need help finding care, Hartwood House are determined to be the difference you need.

Care Provided by Hartwood House Care Home

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Residential Care
  • Residential Care
  • For a maximum of 50 Service Users
  • Privately Owned
  • Care Offered
  • Alzheimer's
  • Bariatric Care/Obesity
  • Cancer Care
  • Colitis & Crohn's Disease
  • Epilepsy
  • Hearing Impairment
  • Multiple Sclerosis
  • Orthopaedic
  • Parkinson's Disease
  • Speech Impairment
  • Stroke
  • Visual Impairment
  • Other Care Provided
  • Convalescent Care
  • Day Care
  • Own GP if required
  • Palliative Care
  • Separate Specialist Dementia Care Unit

Good to Know

  • Person in charge
  • Gayle Burn (General Manager)
  • Admission Criteria
    • Ages 65+
  • Room Information
    • Single Rooms (50)
    • Single Rooms with ensuite Wet Room (50)
  • Care Home Design/Build
    • Purpose Built: Yes
    • Last Refurbishment: 2020

Funding & Fees Guide for Hartwood House Care Home

  • 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 £1,650 – £1,650
    • Self-Funded Residential Dementia Care £1,650 – £1,650
    • RESPITE Self-Funded Residential Care £1,650 – £1,650
    • RESPITE Self-Funded Residential Dementia Care £1,650 – £1,650
  • Please call us for further information on our fees, what's included, and for any seasonal offers that may be running. Please note, fee's are subject to availability and assessment.


  • (these prices are only a guideline, please contact Hartwood House Care Home to find out the exact price for your requirements)

Facilities

  • Bar/Café
  • Close to Local shops
  • Gardens
  • Lift
  • Minibus or other transport
  • 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
  • Parking
  • They have plenty of parking on site.


Hartwood House Care Home Reviews (148)

Total of 148, showing 61-80
9.9

Hartwood House Care Home has a Review Score of 9.9 (9.869) out of 10, based on 62 reviews in the last 2 years. Over all time Hartwood House Care Home has 148 reviews.

Overall Experience

  • 134
  • 13
  • 1
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Date Published

148
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Overall Experience  Overall Experience 5.0 out of 5

My mum has been in residence since December last year. She celebrated her 91st birthday this month and was thrilled with the cake and the "happy birthday" sung by all her new friends. Her cake was decorated with strawberries; her favourite!
Thank you for spoiling her, Hartwood House. She deserves it.
She's my mum.

Reply from Ellie Peters, Home Admissions Advisor at Hartwood House Care Home

Thank you very much for your very kind review. I will share this with the team who will be overjoyed, we love that Mum is part of the Hartwood family!


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Overall Experience  Overall Experience 5.0 out of 5

Beautiful surroundings. Very peaceful and colourful. Staff are very helpful and caring come quickly in an emergency. Happy smiling faces.

Reply from Ellie Peters, Home Admissions Advisor at Hartwood House Care Home

Thank you very much for your kind words, we are very pleased you are happy here at Hartwood House!


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Overall Experience  Overall Experience 5.0 out of 5

I have been in this home for over two years and from the minute I entered this house I felt at home. This is still the case. I cannot fault Hartwood House Care Home in any way. I intend to stay here until I die.

Reply from Ellie Peters, Home Admissions Advisor at Hartwood House Care Home

Thank you for your review, you are a part of the Hartwood family and we love having you here as a resident with us.


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Overall Experience  Overall Experience 5.0 out of 5

Going back to my national service times; it reminds me of the excellent treatment in the officer's mess.

Reply from Ellie Peters, Home Admissions Advisor at Hartwood House Care Home

Thank you very much for your kind review; we are so pleased that you are happy here at Hartwood House.


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Overall Experience  Overall Experience 4.0 out of 5

With memories of visiting the resident when she lived in our parish I was at last able to pop in and visit when nearby the home. I was very pleased to see her looking much better than when I'd last seen her. She was able to respond and ask questions in an animated way. Her face now much more cheerful.
Also to my surprised she stood up and walked easily (relatively)! She described the kind care she receives and also importantly the stimulation of various activities available. Well done!

Reply from Alison Titheridge, Home Admissions Advisor at Hartwood House Care Home

Thank you for taking the time to provide us with your kind words, I will pass on your comments to the team who will be pleased to hear in our care, how much improved your friend is looking and feeling.


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Overall Experience  Overall Experience 4.0 out of 5

Staff are very caring and my mother clearly feels safe. The manager is visible and present and always seems to have time for us when we visit.

Reply from Sarah Gillett, Home admissions advisor at Hartwood House Care Home

Thank you for your kind review, we really appreciate it.


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Overall Experience  Overall Experience 5.0 out of 5

An eye opener as far as care homes go. Beautiful surroundings, cleanliness and efficiency of staff were the first and obvious impressions. The menu for meals was similar to a 5 star hotel. I have visited residents in other care homes, where the residents sat in a with the TV blared all day. Thos was
not the case in Hartwood House.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you so much for your kind review and we are glad you enjoy your visits. Hartwood is indeed a wonderful home and we are so pleased to hear that others love it as much as we do.


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Overall Experience  Overall Experience 5.0 out of 5

I found the experience a happy one in that the staff seemed really happy to greet the residents and always knowing ones name. The accommodation was always clean and tidy and there was a fairly speedy response to any request.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

We loved having you stay with us and you are welcome back anytime. Thank you for your kind review.


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Overall Experience  Overall Experience 5.0 out of 5

My mother has been a resident since March 2020. She has been happy and well cared for throughout, despite the challenges of Covid. She has enjoyed the activities and very much enjoyed the food. The staff have been wonderful in managing and accommodating to her changing needs and have kept us fully informed
at all times. In addition, all the staff have been very welcoming and friendly, which has been much appreciated.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you so much for this really kind review. We adore having Mum with us, she is an absolute pleasure to be around. Thank you for being a part of our family.


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Overall Experience  Overall Experience 5.0 out of 5

Despite all the challenges and the restrictions still in place the staff and carers continue to provide a wonderful loving, caring and dignified atmosphere and the level of care is outstanding, nothing is too much trouble. Relatives are treated as friends and always receive a warm welcome whether a
phone call or visit and any concerns are dealt with efficiently. It's very reassuring that my dad is in such a lovely place.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you so much for your kind review. We love having you both as part of our Hartwood Family and are enjoying being able to see you back in the home again.


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Overall Experience  Overall Experience 5.0 out of 5

My mother was in need of physical support and made her own decision to move in. After an initial settling in period, she has really loved everything about Hartwood. The staff have been amazing and made her feel very much at home. It is equally apparent that mum has integrated smoothly and befriended
many of the residents who need mental support, offering her own empathy to help. I have nothing but praise for Hartwood, as a whole.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thanks, Dave for your lovely review. We love having Mum and all of you as part of our Hartwood Family. Mum has quickly become a popular lady with the other residents and a real social butterfly which is lovely to see.


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Overall Experience  Overall Experience 5.0 out of 5

Mum enjoys participating in all of the activities and the care she receives there by all the staff is absolutely fantastic whether they are the care team or admin team. They all go out of their way to make sure that all her needs are catered for and nothing is ever too much trouble. Mum initially went
to Hartwood on a trial basis before she made up her mind to make this move permanent. She previously lived on her own, where she felt isolated and lonely, particularly with the current Covid situation. She has been a different person since being at Hartwood and is really enjoying life again. Mum says the home-cooked food is lovely and she enjoys having a menu choice. The difference this move has made to her is amazing and she loves it. I no longer need to worry about her being on her own as I know she is safe and being well cared for and I am able to have regular contact with her knowing she is being well looked after. Thank you to all the team there, you are all outstanding an amazing.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you so much for your lovely review. It is a joy to have you all as part of our Hartwood Family. Mum has settled in really well and it is a pleasure to have her living here.


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Overall Experience  Overall Experience 5.0 out of 5

It is a lovely place. The food is very good. The staff are lovely but I do miss my family.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you very much for your kind review. We love having you with us and glad you are enjoying our yummy home cooked food.


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Overall Experience  Overall Experience 5.0 out of 5

Hartwood House is excellent in every way, and they take great care of my dear mum. My confidence in their honesty has, however, been undermined by the COVID pandemic. They were not honest with me over the phone when I enquired. I felt 'fobbed' off. I was horrified to discover some residents had died
of COVID when all the time I was told all was ok. As the next of kin and a nurse myself, I expect to be told the truth.

Reply from Moira Baxter, General Manager at Hartwood House Care Home

Thank you for your lovely review – we are so pleased to hear that you think that Hartwood House is excellent in every way and that you feel we give great care to your Mum. Your words mean a lot to us, and not just because of your nursing background. Lockdown was a tough time for everyone particularly relatives estranged from their loved ones living in a care home. Whilst we often get it right, sometimes we miss the mark and the occasion you refer to back in April is an example of this. I understand that you have since had a positive conversation with a member of our team who has explained our position on this sensitive issue. Your comments and feedback have also been shared with our senior team so we can ensure that as a group we uphold our principles of honesty and integrity when communicating with relatives and loved ones. Once again, we offer our sincere apologies and thank you for bringing it to our attention.


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Overall Experience  Overall Experience 5.0 out of 5

My mum has been a resident at Hartwood on a permanent basis for a year now. Mum has settled extremely well. She is kept busy with a variety of activities. The staff are all extremely friendly and helpful. Also the staff and residents are always smiling. The management is great with communication and
we are always kept up to date with Mum’s health and well-being. We are always welcome despite the constraints of the pandemic and the visits are organised very well. Also Mum and I have had Zoom calls organised by staff and that has been fantastic. Over the year (Aug 19 - Feb 20) we have participated in events organised for staff and residents. Mum is very content and well cared for and that gives me peace of mind. Thank you.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you so much for this lovely review Dawn. We are so glad you chose Hartwood House for Mum and becoming part of our family.


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Overall Experience  Overall Experience 5.0 out of 5

My mother has deteriorating dementia but lives in the moment. She is happy and safe, particularly during these difficult times of lockdown. We cannot fault the staff in the care and attention provided where we, as the family, could not. Thank you.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you for your kind words, and thank you for being part of our Hartwood Family. So glad Mum has settled in so well and made some lovely friends.


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Overall Experience  Overall Experience 5.0 out of 5

The care provided was exceptional, not just to Mum but to me and other members of the family. It is a truly caring place where staff and residents enjoy life to the maximum possible. The home has very successfully negotiated the awful stresses and strains of the current situation with the pandemic.
It always had sufficient quantities of PPE, food supplies, cleaning materials and staff. There was put in place a comprehensive support package for staff to ensure their welfare. The residents are treated as individuals and with respect. There is a wide variety of activity available. We always have had regular contact with the staff and family members. The option of video calls introduced in April to 'see and chat' with residents. Social distanced visits in the garden were put in place as soon as regulations allowed. The staff work as a team and the mix of residents help the home have a really good atmosphere. If I need a care home in later years I would book myself in.

Reply from Sarah Gillett, Home Admissions Adviser at Hartwood House Care Home

Thank you so much for your lovely review. Please keep in touch, we miss you both lots.


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Overall Experience  Overall Experience 4.0 out of 5

My husband has been living at Hartwood House for just over a year. I find the environment created to be calming and well maintained. He has adapted to living at Hartwood and is well supported by a cheerful and good-humoured staff team. When asked, he says he is happy with how he is being looked after.
He also appears to be cared for by a consistent group of staff which really helps. The food is of very good quality and any suggestion I have made to further enhance the care my husband receives has been acted upon quickly and received with good grace.
Hartwood has managed the COVID pandemic well. Although my husband was moved to another floor as part of the home’s COVID-19 management strategies, he is still being supported by familiar faces day to day and appears not to have been affected by this change. The video linkups myself and extended family are able to have with my husband, coupled with risk assessed face to face visits have further helped us as a family stay connected.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you Rosemary for your kind review. We are pleased to hear how your husband enjoys the familiar faces he sees and that you feel able to give constructive feedback to the team and they action this well. We love having you as part of our Hartwood family.


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Overall Experience  Overall Experience 5.0 out of 5

Throughout the lockdown period Mum has said "I'm definitely in the best place that I could be". All of the staff at Hartwood have kept Mum comfortable, safe, and happy. We have enjoyed twice-weekly video calls and weekly visits in the garden. The home have also been very creative in continuing to provide
activities and entertainment in a COVID safe way. Both Mum and I were kept up-to-date with the home's protocols for keeping COVID safe. The usual high standards of care, housekeeping and catering have been maintained during these surreal times. It was very comforting for me to know that Mum was happy and so well cared for. I cannot thank the staff at Hartwood House enough for the care they have given for the 6 years that Mum has been a resident.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you for your kind review. I’m so glad both yourself and Mum have felt reassured and safe during these difficult times. Six years. We are grateful for every single day you have been a part of our Hartwood Family.


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Overall Experience  Overall Experience 5.0 out of 5

The care provided to my 86 year old mother has been consistently high since she arrived at Hartwood in April 2019. The professionalism of both the medical and administrative staff is very apparent. The everyday banter I have witnessed between the residents and staff makes for a comfortable, homely atmosphere.
As a visitor, I have also been impressed by the smiles and greetings you get from ALL the staff (not always the case in other care homes I have visited). The accommodation is of a high standard and well maintained and there is a good, imaginative range of activities on offer.
The response of Hartwood to the Covid-19 situation has been excellent and the staff were quick to organise Zoom/Skype sessions for residents and their families, followed by garden-based visits once the regulations allowed this to happen.
For relatives thinking about a placement, I would strongly recommend placing Hartwood House on any shortlist.

Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you so much for your kind words, Chris, this is much appreciated. We love having you all as part of our Hartwood House family.


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Current Review Score: 9.9 (9.869)

Overview of Review Score

The Review Score of 9.9 (9.869) out of 10 for Hartwood House Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 62 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 61 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 4.869 for Hartwood House Care Home is calculated as follows: ( (645 Excellents x 5) + (62 Goods x 4) + (15 Satisfactorys x 3) + (1 Poors x 2) ) ÷ 723 Ratings = 4.869

  • 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 Hartwood House Care Home is based on 61 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 50 registered maximum number of service users is 10, which has been reached with 61 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: 30 Jun 2022

Overall
Good

  • Caring

    Good
  • Effective

    Good
  • 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

Please Contact Us for Latest Vacancies

Awards / Recognitions (9)

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Meet the Team (6)

Gayle

Gayle Burn

Job Title: Acting General Manager

Joined: 2018

What I Do:
I am very proud to lead our lovely, dedicated team at Hartwood House. We have a wonderful team who make a real difference to the lives of residents living at Hartwood house. We put our residents first and provide a professional, friendly and supportive environment ensuring our residents receive the highest level of care.


My Experience:
My nursing experience has been one of my great joys in life. I completed my adult nursing, psychiatric nursing, occupational health and midwifery training in South Africa. We moved to the UK in 1999 and I worked in the hospital setting in several roles and became Director of nursing. We moved from London to Lyndhurst in 2018 and I joined Hartwood House. I have thoroughly enjoyed working at Hartwood House. Supporting the elderly and residents with dementia has brought another joyous dimension to my nursing experience.


About Me:
I enjoy living in the forest and the outdoors. My passion is my job and working in the care industry has brought me great joy in my life.
My husband and I enjoy the outdoors and feel very privileged to live and work in such a beautiful part of the UK. I have a son and daughter, both of whom have entered the medical world, our son is a Dr in research and my daughter works for a medical consultant.
I believe that person-centered care is central to our residents, to deliver excellent care. Our relationship with our residents’ families and friends is also very important to support you in all aspects of your Loved ones’ life.


Rachael

Rachael Crosbie

Job Title: Administrator

Joined: 2023

What I do;
I deal with all admin duties at Hartwood House from Invoices to Recruitment. I really enjoy working here at Hartwood House, the atmosphere with colleagues and residents is what I love most.


My experience;
I come from a private Children’s home company where I did very similar work. Before this, I ran my own business and worked in schools and customer service roles.


About me;
I am a Mum to four boys and two cats. I enjoy paper crafting and spending time with friends and family.


Charlotte

Charlotte Dean

Job Title: Homes Admissions Advisor

Joined: 2024

What I Do:
My role here at Hartwood House is to provide support to anyone enquiring about moving into care and the options that are available to them. I am here to provide as much help and information as possible, whilst supporting the resident and their loved ones. It is such a privilege to be able to help find a solution for families who are on such a difficult journey.


My Experience:
I have worked in the care sector now for 5 years and I absolutely love it. It is honestly such a rewarding job to be in, with this particular role being so varied and enjoyable. Previous to this I worked in hospitality, so have always loved being around people.


Demie

Demie Arnold

Job Title: Activities Lead

Joined: 2022

What I do;
My role is to organise various activities within the home to suit our resident’s needs. It is my aim to bring as much fun and enjoyment to Hartwood as much as possible.


My experience;
I have worked in care for 10 years now, I was previously working as a Health care assistant in a nursing home, supporting people with Dementia and mental health conditions. I’ve always loved doing care work, to make a positive difference to someone’s life is a gift within itself.


About me;
I spend most of my weekends at wedding venues as a bridal makeup artist – I love make up and art, to me it is a form of self-expression. In my free time I love spending time with friends and family.


Daniel

Daniel Bree

Job Title: Head Chef

Joined: 2014

What I do;
I ensure we prepare, cook and consistently serve delicious, nutritionally balanced food here at Hartwood House using fresh, seasonal ingredients. I’ve continued to enjoy my position for the past two and a half years and I love working here. What keeps me keen is sharing my love for food, as I understand the importance for our residents and staff to enjoy great meals!


My experience;
I have now been a Chef for over fifteen years, working in most industries from private, fine dining to large corporate contracts, gastro pubs and outside catering environments. In 2016, I was proud to be nominated and included in the top five for food in the Care Sector Awards. I also have an NVQ Level 3 advanced apprenticeship in professional cookery.


About me;
I love food, enjoy playing football and listening to music. My little boy keeps me busy and my wife runs her own baby swimming business. I often take our son along to her classes.


Vanessa

Vanessa Balme

Job Title: Admin Assistant

Joined: 2024

What I do;
I am the receptionist for the home, I answer the phone and greet visitors. I assist Rachael the administrator with HR, and I help all the residents, staff, and visitors with anything they may need.


My experience;
I have worked in the care sector since 2007. I started off as a care assistant and eventually became a deputy manager.


About me;
I have 3 daughters and 5 grandchildren. I moved to Southampton in May 2023 to be near my daughters and grandchildren. I am originally from Leeds and spent the last 6 years living in Grantham, Lincolnshire.