Care UK in North Yorkshire | 3 Care Homes

Review of
Chocolate Works
from James D (Son of Resident) published on 30 January 2026 Submitted via Website • Report

Overall Experience

Having to place my Mother in assisted living was one of the most traumatic experiences of my life. Faced with the task of flying across the world, moving my mother from hospital to assisted living, making her new room comfortable and safe for her, removing her remaining possessions from her house,

selling her estate, selling her house was daunting to say the least.

With that on my plate, the professional staff at the Chocolate Works made tasks 1 and 2 as easy as possible for both myself and my mother.

Since she has moved into the assisted living facility, I am continually amazed by how everything is provided for my mother. You would like fruit on your breakfast? Done. streaming services wont log in? Done. Pictures need hanging? Done.

Simply said, they make everything easier for both myself, and more importantly, my mother. The peace of mind I get from the staff's professionalism and care is without comparison.

Reply from David Donnell, Reviews Team at Chocolate WorksThank you so much for taking the time to share such a heartfelt review.
We recognise just how overwhelming and emotional it can be to support a loved one through such a significant life transition, particularly when you are doing so from across the world. To hear that our team was able to ease that burden for both you and your mother truly means a great deal to us.
Our aim is always to provide not just care, but reassurance, dignity, and peace of mind — from the big moments to the small, everyday things that make a place feel like home. Knowing that these gestures have made a real difference for your mother, and for you, is incredibly rewarding for our whole team.
Thank you for trusting us during such an important time. Your kind words will be shared with the team, who will take great pride in knowing the impact of their care and professionalism.
With warmest regards,
The Chocolate Works Care Village Team

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Review of
Chocolate Works
from Janet T (Daughter of Resident) published on 28 January 2026 Submitted via Postal Card • Report

Overall Experience

Mum went to the Chocolate Works with dementia and related anxiety, particularly associated with sundowning. Over 4 weeks she's been there, her anxiety and confusion have diminished largely because of the outstanding care and support of all the staff at Chocolate Works. The facilities are excellent,

there are a great choice of activities available and a very calming environment. Nothing is too much trouble, and we're always made to feel welcome when visiting.

Reply from David Donnell, Reviews Team at Chocolate WorksThank you so much for taking the time to share this lovely feedback, Janet. We're incredibly pleased to hear how well your mum has settled and that her anxiety and confusion have eased during her time with us. Supporting people living with dementia, particularly around sundowning, is something our team takes great care with, so it means a great deal to know the calm environment and consistent support have made such a positive difference.
Your kind words about our staff, activities and facilities will be shared with the whole team they'll be very proud to know their efforts are making families feel welcome and supported. Thank you for trusting us with your mum's care.
Kind regards
Management @ChocolateWorks

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Review of
Chocolate Works
from Beatrice Eileen J (Friend of Resident) published on 18 January 2026 Submitted via Website • Report

Overall Experience

Yesterday (12th January 2026) my husband and I went to visit our ex neighbour and friend of almost 40 years. Sadly her dementia had made it necessary for her to move onto the specific floor for her needs. We have never visited her here, only when she was in her own home. We arrived unannounced at

lunchtime and joined our friend in the dining area. We were warmly welcomed by staff and our friend recognised us and it was quite emotional initially. The staff were so friendly and courteous and we were so very impressed with her care and surroundings. I have told our family we would quite happily move in here if and when the need arises. It is beyond superb.

Reply from David Donnell, Reviews Team at Chocolate WorksDear Beatrice,
Thank you so much for taking the time to share such a thoughtful and heartfelt review. We're truly grateful for your kind words and for trusting us with such a meaningful visit.
We understand how emotional these moments can be, especially when dementia changes circumstances so profoundly, and we're delighted to hear that you and your husband felt warmly welcomed and reassured by our team. Knowing that your friend recognised you and that you were able to share that moment together is incredibly special.
Your comments about the care, staff, and environment mean a great deal to us, and we'll be sure to share your feedback with the team, who work tirelessly to provide compassionate, person-centred care every day.
Thank you again for your lovely words and recommendation. They truly mean more than you know.
Kind regards
Chocolate Works Care Village

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Review of
The Terrace
from Amanda S (Relative of Resident) published on 9 January 2026 Submitted via Website • Report

Overall Experience

My Uncle became a Permenant Resident this year, and I know he is being well cared for in a compassionate setting. The Staff are always going the extra mile to keep communications open and their patients happy and settled.
This is reasurring , especially when some of his Family live some distance away

and cannot visit often.

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Review of
Harcourt Gardens
from Wendy T (Daughter of Resident) published on 1 December 2025 Submitted via Website • Report

Overall Experience

My Mum came to Harcourt after a fall and broken hip. The team of carers and the nurse have been excellent. They care about the residents, not just for them. They have taken time to get to know my mum and what she needs. I visit almost everyday and the care is consistent each time. I moved my dad in

after 4 months and because he had visited and knew the care teams and they had made him welcome and were friendly and supportive he was happy to come here. It made a very difficult decision for me as a daughter much easier. The support teams are also fabulous and as my mum is bed bound, wellbeing and housekeeping teams popping in to chat is also appreciated. When the bistro is back to fully manned and you can eat there again with your family member and visitors the review will be 5 stars. Wendy

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Review of
Harcourt Gardens
from C P (Son of Resident) published on 28 November 2025 Submitted via Website • Report

Overall Experience

We moved mum and dad into Harcourt in early September 2025. Mum needed palliative nursing care and dad was showing early signs of cognitive decline. Harcourt was able to accommodate both their requirements which was important as they had been together for 70 years and separation was unthinkable. Mum,

unfortunately passed away after only a few weeks in the home. However, the care and support she received during this period was exemplary - she was always treated with respect, compassion, tenderness and genuine affection. Absolutely nothing was too much for any of the members of staff to do - both for mum and for me and my family. The on-boarding process was complex but was managed very effectively and with great respect - several members of staff went above and beyond any reasonable expectations to accelerate the process so we could move mum and dad at very similar times.

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Review of
Harcourt Gardens
from Tim E (Son of Resident) published on 25 November 2025 Submitted via Website • Report

Overall Experience

My mother has been in Harcourt Gardens for just over 12 months.She is now 96 but is lucky to have most of her marbles and no severe physical ailments.Her only complaint is that the home is full of old people!

We are very happy with the care she is receiving,the social activities and proximity to

the Bistro,which is the jewel in the crown for Harcourt.

Harcourt has a core group of long-standing carers and entertainment specialists , who are hugely appreciated by residents .

The home has a new manager who is now meeting relatives for one-on- one meetings.I came away from my meeting feeling optimistic.

There has been a small cabal of relatives and friends who have attacked the manager on social media even before she started.I think my family and probably many other relatives of residents find this outrageous bearing in mind this is a top class home with great support for the needs of residents.

Ignore the comments of these entitled/ ignorant folks.Harcourt is outstanding.

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Review of
Harcourt Gardens
from D F (Daughter-in-law of Resident) published on 11 November 2025 Submitted via Postal Card • Report

Overall Experience

Jill has lived quite happily in the care of Harcourt Gardens now for 3 years. It is the staff who are the stars of the show, and this was exemplified this summer when we requested special assistance for two family events. Two lovely carers accompanied Jill for 2 nights to celebrate her granddaughter's

wedding in Suffolk and then again to attend her husband's funeral in Norfolk. On both occasions, the staff were professional and discreet, always ensuring that Kill was comfortable and well cared for. All the family commented on how lovely they were to have at both events and how easy they made it for Jill.

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Review of
Harcourt Gardens
from N T (Brother of Resident) published on 10 November 2025 Submitted via Postal Card • Report

Overall Experience

I can only answer questions about the areas I've experienced. I haven't met the new manager as yet, for instance.
All in all though, an excellent care home.

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Review of
Harcourt Gardens
from J P (Daughter of Resident) published on 5 November 2025 Submitted via Website • Report

Overall Experience

Whilst the home is experiencing a change of management, I'm delighted to see the dedicated, kind staff continue to offer my mum (and me!) warmth & support daily. Mum's medical & care needs are taken seriously, with effective liaison between the care home & the hospital. Mum enjoys her meals; the regular

& balanced meals have significantly improved her well-being. She is evidently well cared for when I visit regularly at various times of the day. She is fortunate enough to be able to access the wide range of activities that are provided with thought, care and energy by the team. As with all services, sometimes minor things need sorting, the staff that I have liaised with - without exception - have taken positive action. Cleaning/ catering/ care/ hospitality/ activities/ admin staff have all shown professionalism, kindness and care. After experiencing the grief of realising 24 hr care was necessary, I am so grateful to the hard-working team at Harcourt Gardens for their ongoing support.

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Review of
Harcourt Gardens
from Chris B (Son-in-law of Resident) published on 20 October 2025 Submitted via Website • Report

Overall Experience

There has been a serious deterioration in the standards of care, quality, facilities and management competence since Care UK took over. 6 managers in 3 years - I have never seen so demotivated a group of employees. The Bistro doesn't effectively exist any more, for example - which was a differentiator

- a USP. - an influence to move my Mother- in- Law from home to Harcourt. Management and staff churn has increased with the inevitable detrimental consequences. The new Manager has no credibility whatsoever (have you investigated her history, if not I think you should?) Because, she is apparently a "full-time farmer", completed a "Law degree in four months", and intends to "work some time over weekends". Which is absurd!
Let's be clear - we are paying just short of £100,000 pa. so we expect better and require a recovery plan to address these issues.
Your deadline in responding, before publishing on Social Media is 31st October
Thank you

Reply from Samantha Debenham, Reviews Team at Harcourt GardensThank you for taking the time to share your concerns regarding Harcourt Gardens.

We do apologise that you felt the need to raised concerns regarding the management at Harcourt Gardens. Care UK began management of the home in October 2024, where we have had a consistent manager in post until the beginning of October 2025. A new manager has been appointed and will commence with the home in November 2025. Unfortunately, we are unable to comment previously to October 2024 as this was under a prior company's management.

We can confirm that the new Home Manager has extensive knowledge and experience within the care sector and has completed a thorough recruitment process. They will also attend a fit person Interview with CQC upon registration of the home.

We have been working with the home, regarding concerns raised where the team have been asked to support independence where able to do so whilst encouraging a warm atmosphere. However, we appreciate that some may wish to have support from a dedicated colleague to support them with refreshments in this area, the bistro assistant has already been agreed to be reintroduced into Harcourt Gardens, and this is in process.

We greatly value your feedback, and we are committed to making improvements where they are needed. If you would like to discuss your concerns in more detail, our door is always open. Alternatively, you can contact the team via complimentsandcomplaints@careuk.com if you wish to formally log your concerns.
Thank you for taking the time to share your concerns regarding Harcourt Gardens.

We do apologise that you felt the need to raised concerns regarding the management at Harcourt Gardens. Care UK began management of the home in October 2024, where we have had a consistent manager in post until the beginning of October 2025. A new manager has been appointed and will commence with the home in November 2025. Unfortunately, we are unable to comment previously to October 2024 as this was under a prior company's management.

We can confirm that the new Home Manager has extensive knowledge and experience within the care sector and has completed a thorough recruitment process. They will also attend a fit person Interview with CQC upon registration of the home.

We have been working with the home, regarding concerns raised where the team have been asked to support independence where able to do so whilst encouraging a warm atmosphere. However, we appreciate that some may wish to have support from a dedicated colleague to support them with refreshments in this area, the bistro assistant has already been agreed to be reintroduced into Harcourt Gardens, and this is in process.

We greatly value your feedback, and we are committed to making improvements where they are needed. If you would like to discuss your concerns in more detail, our door is always open. Alternatively, you can contact the team via complimentsandcomplaints@careuk.com if you wish to formally log your concerns.

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Review of
The Terrace
from Louise T (Daughter of Resident) published on 10 October 2025 Submitted via Postal Card • Report

Overall Experience

I am always impressed by the welcome I receive from staff and residents. My mother is well looked after, happy and relaxed. The residents look out for each other, which I think is lovely and respect the overall atmosphere of the Terrace.

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Review of
Harcourt Gardens
from A B (Daughter of Resident) published on 6 October 2025 Submitted via Website • Report

Overall Experience

My Mother has been at Harcourt Gardens since January, 2022. Her care has been mainly good and she is very happy there. However there has been an interim Manager at the home, Julie after the resignation of the previous manager.
Julie is the sixth manager since 2022. They have appointed a new manager

who does not start until next month. In believably this new manager will manage the home as well as being a full time dairy farmer, AND she reported (at the Relatives meeting on 11th September) she had just completed a law degree in four months. There were lawyers attending the meeting who were incredulous. In addition to this there is chaos at Harcourt Gardens in the Bistro, (relatives angry, staff upset) as I am limited to the number of characters I cannot give further details however I reported this to Julie who was to say the least patronising. In my opinion having been a senior manager for many years CareUk should send her on some management training courses asap.

Reply from Samantha Debenham, Reviews Team at Harcourt GardensThank you for taking the time to share your concerns. We are genuinely pleased to hear that your mother is happy at Harcourt Gardens and that you feel the care she receives has been largely positive. The wellbeing of the residents is always our top priority, and we appreciate your recognition of the team’s efforts in this regard.

We do, however, take your concerns seriously and are sorry to hear that aspects of your recent experience have fallen short of expectations. We understand that consistent leadership is important to residents and their families. Since Care UK has taken over, we have had one consistent manager in place, unfortunately she has now left. Whilst we understand this can be challenging and uncertain, each transition has been made with the intention of finding the right long-term leadership to support the home’s stability.

With regards to the incoming manager, we want to reassure you that we have a thorough recruitment and vetting process to ensure the individual is capable, qualified, and fully committed to the role. The comments shared at the relatives' meeting are noted, and we are currently addressing any confusion or concerns raised to ensure there is clarity and confidence going forward.

We understand there have been concerns raised regarding the Bistro. We would like to clarify that our homes are designed to feel like a true home environment. First and foremost, they are the residents' homes. As such, we encourage a friendly, relaxed atmosphere where independence is supported, and families are welcome to be part of daily life.
We always ask our reception team to support in the café area if any relatives prefer not to serve themselves. However, many of our families appreciate the informal, homely setup and enjoy being able to help themselves or support their loved ones, just as they might at home.

That said, if anyone does not wish to make a drink themselves, our reception team is always available to assist, no one will be left without support.
As always, our primary focus remains on providing high-quality care for the residents, and we deeply value the role families play in this shared environment.

We value your feedback, and we are committed to making improvements where they are needed. If you would like to discuss your concerns in more detail, we would welcome a conversation. Best wishes.

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Review of
Chocolate Works
from Steve B (Respite Resident) published on 30 September 2025 Submitted via Postal Card • Report

Overall Experience

Our 7 day stay was for rest & recuperation following a fall by my wife; both were in need, our main need was to have medicines promptly & timely (excellently achieved). The room was large well furnished & comfortable - although mattress somewhat saggy. The only down side was the food. Always promptly

served with great care but somewhat bland in variety & size. Major plus - the staff who were happy, well trained & eager to help. Always V. courteous. Their help made our stay. When we left we both felt we had received the benefit we sought.

Reply from Samantha Debenham, Reviews Team at Chocolate WorksThank you for sharing your thoughts regarding Chocolate Works. Your kind words regarding our home and staff are graciously appreciated.We are sorry to hear that the mattress in your room did not meet your expectations. Our team strive to ensure that all residents are comfortable and have high quality furnishings in their rooms. I would like to assure you that the Home Manager is always available to discuss any concerns and is happy to address them promptly and effectively.In regard to the food, we pride ourselves in providing a diverse and varied array of meal options for residents who reside in our home. We are sorry to hear you were dissatisfied with the offerings available. Our Chef would have been receptive to any suggestions or alternative meal ideas you may have had during your stay with us, and they always aim to accommodate to all residents' preferences where possible.Once again, thank you for sharing your feedback regarding Chocolate Works. Your input is appreciated.

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Review of
Harcourt Gardens
from D B (Son of Resident) published on 29 September 2025 Submitted via Website • Report

Overall Experience

Harcourt Gardens was an excellent care home until it was taken over by Care UK - what a badly run company.
My mum has been at the home for approaching two years and when we chose the home it was amongst the best in the area and of course the fees were comparable and justified.
Since the take over

costs have been cut, staff and service levels reduced and of course fees stay at comparable levels with the top homes and so Harcourt is now very expensive for the service you get.
The key selling points were the bistro which was like a quality Harrogate cafe - mum thought she had gone into town when we went there - now it isn't staffed and you have to help yourself to drinks and the quality of cakes and biscuits has declined. You used to be able to dine with residents and no restriction in the number of guests in the bistro - now you have to dine in the home on the residential floor so not pleasant on the dementia floor. So choose a care home that has not reduced its standards.

Reply from Samantha Debenham, Reviews Team at Harcourt GardensThank you for taking the time to share your feedback regarding your mother’s experience at Harcourt Gardens. We sincerely appreciate your input as it helps us to continually review and improve the services we provide.

We acknowledge that since we completed some internal changes, there have been some adjustments in how we operate, including staffing and service delivery. These changes were made with the intention of maintaining a high standard of care within the home.

Regarding the bistro, we are aware of the importance it holds for residents and their families. While we have had to modify the service model, we remain committed to providing and maintaining a welcoming and enjoyable environment.

We are sorry you feel the quality of refreshments have declined in the bistro and this will be fed back to the Chef. We would like to assure you that we can still facilitate meals in the bistro for those who don’t want to dine with guests in the Harlow community, so you get some quiet personal time together.

Please have no doubt that the wellbeing and satisfaction of all residents remain our highest priorities. Thank you again for sharing your thoughts regarding Harcourt Gardens; We value your input greatly.

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Review of
Chocolate Works
from C P (Sister-in-law of Resident) published on 17 September 2025 Submitted via Website • Report

Overall Experience

The Chocolate Works is a very relaxing and comfortable place to be in. The staff are very caring and patient with residents. They keep the rooms clean and tidy. I feel confident that my sister in law is being well cared for.

Reply from David Donnell, Reviews Team at Chocolate WorksThank you for your kind words. We're so pleased to hear that you find The Chocolate Works a relaxing and comfortable place, and that you feel confident in the care your sister-in-law is receiving. Our team work hard to provide a safe, supportive, and welcoming environment, so your feedback means a great deal to them.

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Review of
Harcourt Gardens
from K G (Respite Resident) published on 28 August 2025 Submitted via Postal Card • Report

Overall Experience

A great week's respite after a major operation. Lovely welcome, airy room and beautiful gardens. All staff so friendly and helpful. Great food at all times. Nice to feel you could stay in your room or join in with many varying activities. Nothing was too much trouble for the staff. Coming here was the

best decision I made after a tough personal 18 months leading up to my operation.

Reply from Hannah Story, Reviews Team at Harcourt GardensThank you very much for taking the time to leave us feedback about your experience.
We're so pleased you felt welcomed and comfortable during your respite stay, and that you enjoyed the gardens, food and activities. It's wonderful to hear that our team's care and support made such a difference. At Harcourt Gardens, we set a high standard for ourselves, so we are very pleased to hear that your experience with us has been a positive one. Thank you for your time, and we look forward to hearing from you.
Many thanks the Care UK team

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Review of
Harcourt Gardens
from Aaron B (Relative of Resident) published on 27 August 2025 Submitted via Website • Report

Overall Experience

A core of caring and dedicated staff, but more staff leaving and planning to leave under the new owner, Care UK. Food service staff taken away for residents on top floor. Not only has this negatively affected the reliability of food and drink service, it's affected the care, as carers have been left

to try to cover all the care and all the food service. There are some very vulnerable patients on the floor, some of whom can no longer get out of bed, so very, very sad to see what's happening.

Reply from Samantha Debenham, Reviews Team at Harcourt GardensThank you for sharing your thoughts regarding Harcourt Gardens. We are sorry to hear that this has been your experience.

We acknowledge your concerns regarding staffing levels; we pride ourselves in having a strong and compassionate core team who provide high standards of care to all residents. In periods of high staff turnover, our team always do their best to ensure the impact to residents is minimised as much as possible. We also have agency staff who occasionally work in the home to provide support when necessary. All staff working in Harcourt Gardens are always willing to help and provide the best standard of care they possibly can.

We would like the opportunity to discuss your concerns further. If you feel comfortable, please reach out to the Home Manager directly in order for your concerns to be addressed promptly. Alternatively, you can contact us directly via complimentsandcomplaints@careuk.com if you wish to pursue a formal investigation into your concerns.

Once again, thank you for sharing your feedback for Harcourt Gardens. Your input is invaluable to us.

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Review of
Harcourt Gardens
from Pam G (Wife of Resident) published on 22 August 2025 Submitted via Postal Card • Report

Overall Experience

On 29th July, I received a telephone call to say that an ambulance had been called to attend to my husband and could I go to Harcourt Gardens. Another call followed immediately to say my husband was being blue-lighted to the stroke unit at the general hospital. Less than 1 hour later, my husband was

scanned and subsequently given clot-busting medication. The next day, he was moved back to Harcourt Gardens. Currently, his left hand is impaired but is improving each day. The team at Harcourt acted promptly and efficiently, and in my view, his life was saved by their prompt, caring action. We will always be indebted to them.

Reply from Hannah Story, Reviews Team at Harcourt GardensThank you very much for taking the time to leave us feedback about your experience.
Your kind words about the team mean so much! Their priority is always the safety and wellbeing of residents, and it's wonderful to know their prompt actions made such a difference. At Harcourt Gardens, we set a high standard for ourselves, so we are very pleased to hear that your experience with us has been a positive one. Thank you for your time, and we look forward to hearing from you.
Many thanks the Care UK team

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Review of
Chocolate Works
from Alex H (Niece of Resident) published on 10 August 2025 Submitted via Postal Card • Report

Overall Experience

One member of staff is a star.
She goes above and beyond, is thorough & respectful, professional and generally just superb!
From when we first met her in Feb 2025 when my auntie came to reside at the Chocolate Works. Sorry she is leaving, she will progress & excel at her chosen work. She is an exceptional

female.

Reply from Hannah Story, Reviews Team at Chocolate WorksHi Alex, thank you very much for taking the time to leave us feedback about your experience.
We're so pleased to hear how much of a positive impact this team member has had since your auntie joined The Chocolate Works in February. We're glad to know she made such a lasting impression through her professionalism and kindness and we will be sure to pass on your lovely words.
Thank you for your time, and we look forward to hearing from you.
Many thanks the Care UK team

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