Submit a Review for Lugano Residence
3 Powell Road, Buckhurst Hill, IG9 5RD
View Full Details of Lugano ResidenceLatest Reviews for Lugano Residence
20 March 2025
When somebody you love becomes vulnerable and is no longer able to care for themselves, it's hard to imagine trusting strangers to look after their needs 24/7. After 3 years, Lugano continues to impress me, not just with its consistently high standards of care, but the dignity, kindness and compassion with which they treat residents. The atmosphere is friendly and relaxed. The bond the team build with all guests is evident by the smiles when they approach. Having experienced the coldness of a big name care home, staffed with a weekly changing rota of agency carers who poked fun at the residents and did not ensure their safety, it is a huge relief to find a small independently run home with a heart. Moving a loved one to a care home is heart wrenching, but Lugano makes that difficult decision as easy as it can be.
17 September 2024
Cannot fault Lugano and their amazing team. Every member of staff is so kind and caring to my dad. Looking after someone with dementia is really hard, but these people know just how to manage him. Dad is very happy - smiling every time I visit (which is regularly). They really do treat him like a member of the family. Food is good too and the entertainment offered is brilliant. Management is fantastic, everything runs smoothly and is made to look like it's effortless. Dad's happy, so I'm happy. Very happy!
16 September 2024
Cannot praise Lugano enough. My husband has been in Lugano for over 2years, he settled in immediately due to the warm welcome he received from everyone. The management is amazing as are all the staff. They are always available to answer any queries and treat residents and all family members with respect and kindness. After a disastrous stay in a national chain care home my husband's medication has been greatly reduced and he is content and happy enjoying the atmosphere of an extended family and loving care (and laughter). Lugano is a very special care home, it really is a home from home as the residents are treated as individuals with their wishes and interests taken into account, nothing is too much trouble. The special events, barbecues, afternoon teas on the terrace, fireworks and Christmas are enjoyed and appreciated by us all. Lugano we all love you.
27 November 2023
I cannot praise Lugano enough for the way in which they cared for our mum for a number of years and supported our family. They are superbly managed, and all staff demonstrate the highest standards of care for the residents and their families. They go well beyond what you would expect in every aspect of their roles. My mum often said they were all lovely and enjoyed their company, and you could see the bonds between staff and residents at every visit, especially as they reached the end of life. The residents became their extended families. They are a very special group, and they helped to make every visit a moment to cherish. I will definitely be returning in the new year to do some voluntary work, as it’s such a special place full of love, humour and excellent food. I felt the positive vibes when I first visited in 2016, and it’s grown and grown. Thank you to you all at Lugano; you made Mum's last six years the best they possibly could be. Every single one of you is so special.
30 September 2022
My aunt had a severe bed sore before she entered Lugano due to poor care at home. Over several months, the home managed to heal this wound through their diligent care. Furthermore, we felt they treated my aunt with dignity and respect. The family were very pleased she moved to Lugano as she ended her days in a safe and caring environment.
14 September 2022
Don't be deceived by first impressions. Public areas are nice enough, there's a lovely garden and the staff are pleasant but the bedrooms are another story. They seem to have tried to cram as my rooms as possible into the building which is not fit for purpose as a care home. When I visited I was shown one decent room but it was not available. The room my mum was given was small with tired decor/furniture and no ensuite facilities which I had requested. They made me sign a month's contract. The day after my mum moved in she told me she didn't think she would survive in Lugano for a month but I couldn't afford to move her because I'd signed the contract and she died three weeks later. The place is clearly run on a shoestring and evening meals consisted of half a sandwich. The manager assessed my mother as suitable but she really needed nursing care. Lugano is clearly not suitable for anyone who is frail, a falls risk, or requires nursing care.
22 April 2022
Our Mum was a resident at Lugano Residence with dementia for the last 9-months of her life. The staff were consistently accommodating, sympathetic, reassuring and caring. The home is comfortable and well-run. We didn't want Mum to be in a big home with an institutional atmosphere and Lugano Residence has a domestic scale that is very appealing. The staff know the residents well and there is a family atmosphere and a sense that residents are individuals, with their own lives and stories. The communication with us was excellent and the staff respected our views, and our Mum's, about her life and her care. They called if there was any concern and we never felt we were bothering anyone ringing up to see how things were going. We very strongly wanted Mum not to die in hospital and we are particularly grateful for the way Lugano Residence accommodated us at the end of her life. Their compassion and concern were exemplary and made a very difficult time as good an experience as it could be.
22 April 2021
Our relative has been resident at Lugano for over seven years. In that time she has been loved and cared for as a member of the family. The quality of the staff and the care that they give is exceptional, particularly so since the outbreak of COVID when families have not been able to visit. Their scrupulous attention to infection control means that the home has remained COVID free and all the residents have been protected. The staff have worked extremely hard to maintain as normal a life possible for the residents. Regular FaceTime calls enabled us to keep contact and a special room was adapted to enable safe visits when allowed. Over the years we have always been made very welcome every time we visited. We have been informed immediately if our relative became unwell and they have nursed her back to health on many occasions. We have been overwhelmed with their kindness during recent end of life care. We have and do recommend the home unreservedly. Thank you all at Lugano.
31 March 2021
I have to say the staff at Lugano are lovely and caring, they keep my mum looking as glamorous as she was in her heyday. They are extremely helpful and can't do enough for my mum and myself. It's a lovely home and I wouldn't hesitate in recommending it.
25 March 2021
Please only consider Lugano if you are confident your relative will still be running marathons at 90. Our mum was evicted from Lugano due to her having mobility problems. This news was delivered to us in the hall, with other people around. No privacy or thought for her well-being seemed to be given. As she was suffering from dementia it greatly set her back and made her last months unhappy and disrupted. In our experience, Lugano most definitely did not have the well being of the residents at heart. I would recommend if you are sure your relative will never be physically or mentally vulnerable. If not, it may not be the place for them.
17 April 2020
My grandmother spent a little under two years at the Lugano and my family couldn’t be happier about the quality of care she received. It’s a lovely place, with warm, kindhearted staff. They are always very accommodating when it came to things like birthdays and large group visits. From the adjustment of the initial weeks all the way until the end, it gave us great peace of mind to know that our loved one was well looked after and treated with dignity.
30 January 2020
My lovely mum who was diagnosed as having Alzheimer's early 2017 moved into Lugano in April 2019. The care my mum has received has been exceptional, all the staff are extremely helpful and treat mum and all the other residents with dignity, courtesy and respect. I know my mum is safe and secure and very well looked after. I visit frequently and am always made to feel welcome. I would highly recommend Lugano Residence.
30 January 2020
I have a brother and a sister in Lugano home. My brother has been in the home for ten years. My sister became a resident in September 2019 and I think the home is excellent. My family and I think the staff, management, food facilities, care, support, etc are first class. We would all recommend The Lugano.
15 January 2020
To date, the care of my dad has been amazing. He is happy and content and all his needs met.
09 December 2019
My mum lived at Lugano for eight years. While there, she had her hundredth birthday. I believe that Lugano played a very big part in helping her reach this grand age. I found the Lugano carers to be compassionate and efficient. The carers encouraged my mum to eat and drink. They also gave her lots of love and reassurance and were amazingly patient with her. They also kept her clean, comfortable and made sure her medical needs were all promptly met. They knew she loved music and encouraged her to sing and talk about her family. Lugano involved me in all aspects of Mum's care. The Lugano property is always kept clean, homely and beautifully decorated with a relaxed atmosphere. There is a wide range of social activities for residents and lovely parties which bring together residents, families, carers and management. The Lugano team helped to make my mum's last weeks and moments of life free from pain and fear and gave us all lots of support to help us at this difficult time.
03 December 2019
We introduced Mum to Lugano January 2018. She immediately felt safe and at home. The staff took great care of her as her health deteriorated, and she always told me how happy she was in her new home. As a visitor, I was always made welcome. Mum spent her last 2 years in comfort and contentment thanks to the dedication of the team at Lugano. From all the family we say 'thank you'.
13 November 2019
My 96-year-old mother has been at Lugano care home for a year and a half. She joined Lugano directly from hospital as a weak, vulnerable and fragile elderly patient. As promised she was given back her respect, dignity and quality of life. On her first day, she was introduced to the other guests and was immediately involved in mealtimes and activities. We enjoyed some needed quality time and a very welcome break with afternoon tea on the patio of the beautiful garden. Lugano is unique as it has a homely personal approach to elderly care. On arrival, relatives are given an outline of how the resident is progressing with regard to everyday care and requirements. Each resident is treated as an individual and staff engage with the guests showing humour and a genuine caring approach. The garden party, fireworks display and other social activities are excellent and the residents are treated like royalty. I have no hesitation in recommending Lugano for our very precious elderly folk.
04 November 2019
The love and care shown to my mum in the final season of her life was exceptional. It feels more like a home than an institution with it being a grand old Victorian residence converted to its purpose. Mum certainly felt very at home there, knowing sh3e was happy made it so much easier for the family.
25 February 2019
Lugano cared for my mum during the last year of her life. I am grateful that I chose this home. They looked after Mum with loving kindness and there were plenty of family events where the rest of the family could attend with Mum - summer garden party, Guy Fawkes night etc. But I am especially grateful for the end of life care they gave her. They were all generous with their time checking on her day and night and sitting holding her hand when I couldn't be there. I would choose this home again.
15 May 2018
My mother lived at Lugano for three years and the quality of care was very good. The staff were professional and dedicated, she often spoke of their kindness. Good medical care was provided and we were kept informed of her progress when required. There is a varied menu and the food is well prepared. She also enjoyed the many activities organised by the staff.
Latest Reviews for Lugano Residence
20 March 2025
When somebody you love becomes vulnerable and is no longer able to care for themselves, it's hard to imagine trusting strangers to look after their needs 24/7. After 3 years, Lugano continues to impress me, not just with its consistently high standards of care, but the dignity, kindness and compassion with which they treat residents. The atmosphere is friendly and relaxed. The bond the team build with all guests is evident by the smiles when they approach. Having experienced the coldness of a big name care home, staffed with a weekly changing rota of agency carers who poked fun at the residents and did not ensure their safety, it is a huge relief to find a small independently run home with a heart. Moving a loved one to a care home is heart wrenching, but Lugano makes that difficult decision as easy as it can be.
17 September 2024
Cannot fault Lugano and their amazing team. Every member of staff is so kind and caring to my dad. Looking after someone with dementia is really hard, but these people know just how to manage him. Dad is very happy - smiling every time I visit (which is regularly). They really do treat him like a member of the family. Food is good too and the entertainment offered is brilliant. Management is fantastic, everything runs smoothly and is made to look like it's effortless. Dad's happy, so I'm happy. Very happy!
16 September 2024
Cannot praise Lugano enough. My husband has been in Lugano for over 2years, he settled in immediately due to the warm welcome he received from everyone. The management is amazing as are all the staff. They are always available to answer any queries and treat residents and all family members with respect and kindness. After a disastrous stay in a national chain care home my husband's medication has been greatly reduced and he is content and happy enjoying the atmosphere of an extended family and loving care (and laughter). Lugano is a very special care home, it really is a home from home as the residents are treated as individuals with their wishes and interests taken into account, nothing is too much trouble. The special events, barbecues, afternoon teas on the terrace, fireworks and Christmas are enjoyed and appreciated by us all. Lugano we all love you.
27 November 2023
I cannot praise Lugano enough for the way in which they cared for our mum for a number of years and supported our family. They are superbly managed, and all staff demonstrate the highest standards of care for the residents and their families. They go well beyond what you would expect in every aspect of their roles. My mum often said they were all lovely and enjoyed their company, and you could see the bonds between staff and residents at every visit, especially as they reached the end of life. The residents became their extended families. They are a very special group, and they helped to make every visit a moment to cherish. I will definitely be returning in the new year to do some voluntary work, as it’s such a special place full of love, humour and excellent food. I felt the positive vibes when I first visited in 2016, and it’s grown and grown. Thank you to you all at Lugano; you made Mum's last six years the best they possibly could be. Every single one of you is so special.
30 September 2022
My aunt had a severe bed sore before she entered Lugano due to poor care at home. Over several months, the home managed to heal this wound through their diligent care. Furthermore, we felt they treated my aunt with dignity and respect. The family were very pleased she moved to Lugano as she ended her days in a safe and caring environment.
14 September 2022
Don't be deceived by first impressions. Public areas are nice enough, there's a lovely garden and the staff are pleasant but the bedrooms are another story. They seem to have tried to cram as my rooms as possible into the building which is not fit for purpose as a care home. When I visited I was shown one decent room but it was not available. The room my mum was given was small with tired decor/furniture and no ensuite facilities which I had requested. They made me sign a month's contract. The day after my mum moved in she told me she didn't think she would survive in Lugano for a month but I couldn't afford to move her because I'd signed the contract and she died three weeks later. The place is clearly run on a shoestring and evening meals consisted of half a sandwich. The manager assessed my mother as suitable but she really needed nursing care. Lugano is clearly not suitable for anyone who is frail, a falls risk, or requires nursing care.
22 April 2022
Our Mum was a resident at Lugano Residence with dementia for the last 9-months of her life. The staff were consistently accommodating, sympathetic, reassuring and caring. The home is comfortable and well-run. We didn't want Mum to be in a big home with an institutional atmosphere and Lugano Residence has a domestic scale that is very appealing. The staff know the residents well and there is a family atmosphere and a sense that residents are individuals, with their own lives and stories. The communication with us was excellent and the staff respected our views, and our Mum's, about her life and her care. They called if there was any concern and we never felt we were bothering anyone ringing up to see how things were going. We very strongly wanted Mum not to die in hospital and we are particularly grateful for the way Lugano Residence accommodated us at the end of her life. Their compassion and concern were exemplary and made a very difficult time as good an experience as it could be.
22 April 2021
Our relative has been resident at Lugano for over seven years. In that time she has been loved and cared for as a member of the family. The quality of the staff and the care that they give is exceptional, particularly so since the outbreak of COVID when families have not been able to visit. Their scrupulous attention to infection control means that the home has remained COVID free and all the residents have been protected. The staff have worked extremely hard to maintain as normal a life possible for the residents. Regular FaceTime calls enabled us to keep contact and a special room was adapted to enable safe visits when allowed. Over the years we have always been made very welcome every time we visited. We have been informed immediately if our relative became unwell and they have nursed her back to health on many occasions. We have been overwhelmed with their kindness during recent end of life care. We have and do recommend the home unreservedly. Thank you all at Lugano.
31 March 2021
I have to say the staff at Lugano are lovely and caring, they keep my mum looking as glamorous as she was in her heyday. They are extremely helpful and can't do enough for my mum and myself. It's a lovely home and I wouldn't hesitate in recommending it.
25 March 2021
Please only consider Lugano if you are confident your relative will still be running marathons at 90. Our mum was evicted from Lugano due to her having mobility problems. This news was delivered to us in the hall, with other people around. No privacy or thought for her well-being seemed to be given. As she was suffering from dementia it greatly set her back and made her last months unhappy and disrupted. In our experience, Lugano most definitely did not have the well being of the residents at heart. I would recommend if you are sure your relative will never be physically or mentally vulnerable. If not, it may not be the place for them.
17 April 2020
My grandmother spent a little under two years at the Lugano and my family couldn’t be happier about the quality of care she received. It’s a lovely place, with warm, kindhearted staff. They are always very accommodating when it came to things like birthdays and large group visits. From the adjustment of the initial weeks all the way until the end, it gave us great peace of mind to know that our loved one was well looked after and treated with dignity.
30 January 2020
My lovely mum who was diagnosed as having Alzheimer's early 2017 moved into Lugano in April 2019. The care my mum has received has been exceptional, all the staff are extremely helpful and treat mum and all the other residents with dignity, courtesy and respect. I know my mum is safe and secure and very well looked after. I visit frequently and am always made to feel welcome. I would highly recommend Lugano Residence.
30 January 2020
I have a brother and a sister in Lugano home. My brother has been in the home for ten years. My sister became a resident in September 2019 and I think the home is excellent. My family and I think the staff, management, food facilities, care, support, etc are first class. We would all recommend The Lugano.
15 January 2020
To date, the care of my dad has been amazing. He is happy and content and all his needs met.
09 December 2019
My mum lived at Lugano for eight years. While there, she had her hundredth birthday. I believe that Lugano played a very big part in helping her reach this grand age. I found the Lugano carers to be compassionate and efficient. The carers encouraged my mum to eat and drink. They also gave her lots of love and reassurance and were amazingly patient with her. They also kept her clean, comfortable and made sure her medical needs were all promptly met. They knew she loved music and encouraged her to sing and talk about her family. Lugano involved me in all aspects of Mum's care. The Lugano property is always kept clean, homely and beautifully decorated with a relaxed atmosphere. There is a wide range of social activities for residents and lovely parties which bring together residents, families, carers and management. The Lugano team helped to make my mum's last weeks and moments of life free from pain and fear and gave us all lots of support to help us at this difficult time.
03 December 2019
We introduced Mum to Lugano January 2018. She immediately felt safe and at home. The staff took great care of her as her health deteriorated, and she always told me how happy she was in her new home. As a visitor, I was always made welcome. Mum spent her last 2 years in comfort and contentment thanks to the dedication of the team at Lugano. From all the family we say 'thank you'.
13 November 2019
My 96-year-old mother has been at Lugano care home for a year and a half. She joined Lugano directly from hospital as a weak, vulnerable and fragile elderly patient. As promised she was given back her respect, dignity and quality of life. On her first day, she was introduced to the other guests and was immediately involved in mealtimes and activities. We enjoyed some needed quality time and a very welcome break with afternoon tea on the patio of the beautiful garden. Lugano is unique as it has a homely personal approach to elderly care. On arrival, relatives are given an outline of how the resident is progressing with regard to everyday care and requirements. Each resident is treated as an individual and staff engage with the guests showing humour and a genuine caring approach. The garden party, fireworks display and other social activities are excellent and the residents are treated like royalty. I have no hesitation in recommending Lugano for our very precious elderly folk.
04 November 2019
The love and care shown to my mum in the final season of her life was exceptional. It feels more like a home than an institution with it being a grand old Victorian residence converted to its purpose. Mum certainly felt very at home there, knowing sh3e was happy made it so much easier for the family.
25 February 2019
Lugano cared for my mum during the last year of her life. I am grateful that I chose this home. They looked after Mum with loving kindness and there were plenty of family events where the rest of the family could attend with Mum - summer garden party, Guy Fawkes night etc. But I am especially grateful for the end of life care they gave her. They were all generous with their time checking on her day and night and sitting holding her hand when I couldn't be there. I would choose this home again.
15 May 2018
My mother lived at Lugano for three years and the quality of care was very good. The staff were professional and dedicated, she often spoke of their kindness. Good medical care was provided and we were kept informed of her progress when required. There is a varied menu and the food is well prepared. She also enjoyed the many activities organised by the staff.