Care UK in North Yorkshire | 3 Care Homes

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 Gardens

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…read more

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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 Gardens

Thank 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.…read more

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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 Works

Thank 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…read more

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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 Gardens

Thank 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…read more

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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 Works

Thank 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…read more

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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 Gardens

Thank 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…read more

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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 Gardens

Thank 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…read more

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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 Gardens

Thank 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…read more

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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 Works

Hi 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…read more

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Review of
Chocolate Works
from Kate M (Niece of Resident) published on 7 August 2025 Submitted via Postal Card • Report

Overall Experience

One member of staff goes above and beyond to help wtih our queries and questions. They are always happy in our interactions, giving advice when sought and is always kind and helpful when talking to Aunty. Kindness goes a long way and a smile - this member of staff has been a ray of shunshine at what

has been a difficult time for our family - settling my aunt into a whole new life. We thank you and wish you every happiness & success going forward.

Reply from Hannah Story, Reviews Team at Chocolate Works

Hi Kate, 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 difference this team member has made for you and your…read more

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Review of
Chocolate Works
from Nicola S (Granddaughter of Resident) published on 5 August 2025 Submitted via Website • Report

Overall Experience

My Grandfather had a wonderful 9 day respite at The Chocolate Works. Nothing was too much trouble for the team.
He was welcomed and made to feel comfortable straight away, as we're the rest of the family who visited. My children were so impressed that they asked if we could 'holiday' there ourselves.

There is a good range of activities and the quality and selection of the food was great. I was even able to stay and share a meal with my grandfather one evening. It was so nice to be able to do something which, at one time, was part of our weekly routine, without the challenges that this now poses.
The bedroom was well presented and the team made sure all the relevant mobility aids were in place. The whole place was clean and tidy.
The main atrium is a lovely place to be able to socialise when visiting. It has an outdoor feel and made grandad feel like he had had a day out without having to step food out of the door.
Highly recommend, can't thank the staff enough.

Reply from David Donnell, Reviews Team at Chocolate Works

Thank you for taking the time to leave such a thoughtful review. We're so pleased to hear that your grandfather enjoyed his respite stay with us and that you and your family felt so welcome throughout…read more

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Review of
Chocolate Works
from Angelique R (Daughter-in-law of Resident) published on 18 July 2025 Submitted via Website • Report

Overall Experience

The team at The Chocolate Works Care Village have gone above and beyond to help my in-laws settle in. From day one, they have shown genuine care, always putting my in-laws' wellbeing first while also being incredibly thoughtful and supportive towards us as a family. The staff strike a rare balance -

professional yet warm, attentive yet respectful - and that's made all the difference during what could have been a difficult transition. We feel reassured knowing our loved ones are in such kind and capable hands.

Reply from Hannah Story, Reviews Team at Chocolate Works

Thank you very much for taking the time to leave us feedback about your experience.

We're absolutely delighted to hear that your in-laws have settled in well at The Chocolate Works. At Chocolate…read more

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Review of
Harcourt Gardens
from Sally H (Friend of Resident) published on 15 July 2025 Submitted via Website • Report

Overall Experience

Harcourt Gardens was a lovely care home until Care UK took over in first quarter of 2025. My friend, who is a resident there, would have happily recommended it to anyone. But now (July 2025) staff are leaving, both nurses and carers, wellbeing staff and head chef. The care has gone downhill and lots

of Agency staff being used. Serious lack of staff. Residents, and some remaining carers, are unhappy. Nice small touches like the cool drinks and confectionery for visitors, were removed when Care UK took over. Lack of attempt made to integrate and improve the wellbeing of those who are immobile and who can't get out of bed for themselves. They need stimulation not just a TV blaring out in their room all day. It's a shame because Harcourt was a top class place before this year.

Reply from Samantha Debenham, Reviews Team at Harcourt Gardens

Thank you for sharing your thoughts regarding Harcourt Gardens. We are very sorry to hear that you feel unhappy with your friend’s experience in our home. We understand how important it is for…read more

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Review of
The Terrace
from R M (Niece of Resident) published on 18 June 2025 Submitted via Website • Report

Overall Experience

My aunty who has dementia was admitted to The Terrace in December last year. Despite good carers three times a day, she was becoming less safe in her home, not managing daily activities and an overnight incident gave us no alternative. It was a difficult decision to remove her from her home and her

beloved dog but The Terrace had been highly recommended by friends, we had amazing support from the Manager prior to admission and the calmness and professionalism of the staff on the day of admission made us happy to leave her.

Despite all our worries, she settled better than we all expected and we are blown away by the care and support of all the staff, in particular the activities coordinators who engage all the residents in lots of activities on a daily basis. I think it's brilliant all round, I see my Aunty having days that at this stage of her life must be so much more fulfilled than they were at home, she is smiling again and we can take comfort it was the best decision.to make.

Reply from Hannah Story, Reviews Team at The Terrace

Hi, thank you very much for taking the time to leave us feedback about your experience. It's wonderful to hear how well she's settled in and that she's smiling again, that means the world to us. At…read more

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Review of
Chocolate Works
from A B (Daughter-in-law of Resident) published on 27 May 2025 Submitted via Postal Card • Report

Overall Experience

Smooth and easy transition for moving in. Feel very informed on everything. Very good communication from management and senior carers. My mother in law has settled in very well and I can honestly say she is thriving in the care home.
Everyone is lovely and caring, we are very pleased.

Reply from David Donnell, Reviews Team at Chocolate Works

Thank you so much for your kind words and thoughtful feedback. We're delighted to hear that your mother-in-law has settled in well and is thriving & that's exactly what we strive for.

We're…read more

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Review of
Harcourt Gardens
from M B (Friend of Resident) published on 14 April 2025 Submitted via Postal Card • Report

Overall Experience

I have visited twice in the past 3 weeks and both times there were no guest passes to get to my friends bedroom, we had to wait for a member of staff to escort us rather like in prison when sent as a magistrate.
The care provided does not seem to be at the same high standard as when she first went

in under the Harcourt management team. I hope it improves.

Reply from Samantha Debenham, Reviews Team at Harcourt Gardens

Thank you for taking the time to share your feedback regarding Harcourt Gardens. We're truly sorry to hear that this has been your experience and apologise for any inconvenience caused during your…read more

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Review of
The Terrace
from Liz W (Daughter of Resident) published on 3 April 2025 Submitted via Website • Report

Overall Experience

I was extremely impressed with the Terrace care home.
My mum went to live there, as she had end stage dementia, and couldn't take care of herself anymore.
I could see first hand the care & respect the residents received. The room mum had was lovely. I was really impressed with the facilities. I

was impressed with all of the staff.
Mum was only there for 11 days before she sadly passed away, but I will never forget the kindness & compassion the staff showed myself & mum.
I can't speak highly enough of the Terrace. They are just wonderful people. I was always listened too, and never felt I was being a nuisance. I want to thank everyone there, for making my mums last few days as good as they could possibly be. Also your kindness & compassion for myself. I will always be so grateful to you, for the hugs, coffee, biscuits & care. You are all amazing. Xxx

Reply from Hannah Story, Reviews Team at The Terrace

Thank you very much for taking the time to leave us feedback about your experience.We are honoured that you felt supported, listened to and cared for during such a difficult time. At The Terrace Care…read more

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Review of
The Terrace
from H P (Son of Resident) published on 2 April 2025 Submitted via Website • Report

Overall Experience

One of the few truly positive experiences to come out of my mother's dementia has been getting to know the staff at The Terrace. Caring, cheerful and professional, they have not only looked after Mum but provided support for myself and my father, too. It is much appreciated

Reply from Hannah Story, Reviews Team at The Terrace

Thank you very much for taking the time to leave us feedback about your experience.At The Terrace Care Home - Care UK we set a high standard for ourselves, so we are very pleased to hear that your…read more

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Review of
Harcourt Gardens
from Michael H (Son of Resident) published on 30 January 2025 Submitted via Postal Card • Report

Overall Experience

Mum quite happy and we are delighted with the place and the staff.

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Care Homes Owned by Care UK in North Yorkshire

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Care UK Reviews in North Yorkshire (155)

Harcourt Gardens

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