Care UK in North Yorkshire | 3 Care Homes

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 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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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 family during your aunt's transition into her new home. At Chocolate Works, 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 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.

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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 Works, 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 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 residents and their families to feel confident and comfortable with the care provided.

We acquired the wonderful Harcourt Gardens in October 2024. As with any transition, there are always changes to processes and systems while our team work hard to maintain and improve the high standards of care. We have greatly appreciated all residents’ and their loved one’s patience and understanding throughout the transitional period.

We would like to assure you that confectionary and drinks are provided in our Bistro alongside other refreshments for residents and their visitors to enjoy. Furthermore, in regard to activities, we have a rotating activity schedule which we are consistently updating and developing to ensure it is enriching and beneficial for all residents who wish to take part. This includes 1:1 activities for those residents who may be unable to attend group activities.

We appreciate your concerns regarding staff; we pride ourselves in having a strong and compassionate core team who provide high standards of care to all residents. Our head chef has remained in post and continues to provide an exemplary standard of food for all residents. We do have agency staff who work within our home occasionally, all staff are always willing to help and provide the best care they possibly can.

We politely encourage you to reach out to the Home Manager directly to discuss your concerns further, they are happy to address these efficiently and effectively. Alternatively, you can contact us directly via complimentsandcomplaints@careuk.com if you wish to pursue a formal investigation of your concerns.

Once again, thank you for sharing your feedback regarding Harcourt Gardens. Your input is invaluable to us and allows us the opportunity to develop and continue to improve the standard of care we provide.

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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 The Terrace, 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 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 especially pleased to know that you felt well-informed and supported throughout the move-in process. Our team, from management to senior carers, works hard to ensure every transition is as smooth and reassuring as possible for both residents and their families.

It truly means a lot to us that you've found our home to be a caring and welcoming environment. We're so pleased to have your mother-in-law with us and look forward to continuing to support her in every way we can.
Warm regards
Chocolate Works

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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 visits. We understand how important it is for friends and family to feel welcome and at ease when visiting their loved ones.

Your concerns about the lack of guest passes and the feeling of restricted access are taken seriously. This is certainly not the experience we want to provide at Harcourt Gardens. We also note your comments regarding the standard of care and the changes you’ve observed in the home. Please be assured that maintaining high quality care remains our top priority, and our team are dedicated to constantly developing and improving their skills to ensure they are providing the best care for all residents.

Thank you again for bringing this to our attention. If you would be open to discussing your concerns further, we would politely encourage you to contact the Home Manager directly, who would be happy to listen to and address your concerns efficiently and effectively.

We value your input and are committed to ensuring a positive experience for all residents and their visitors.

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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 Home - Care UK we set a high standard for ourselves, so we are very pleased to hear that your experience with us has been a positive one. Many thanks the Care UK team

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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 experience with us has been a positive one. Many thanks the Care UK team

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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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Review of
Harcourt Gardens
from R D (Daughter of Resident) published on 28 January 2025

Submitted via Postal Card • Report

Overall Experience

Nursing home is well decorated and looks very inviting outside and in. Some lovely, cheery events for staff, residents and visitors. Good atmosphere throughout the day, uplifting. Food is excellent. Staff could not have worked harder. Great teamwork. Reception very welcoming, always enquiring about

the wellbeing of your loved one. Mr and Mrs Claus visiting individuals on Christmas Day was lovely.

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Review of
The Terrace
from L H (Friend of Resident) published on 27 January 2025

Submitted via Website • Report

Overall Experience

My mam was in The Terrace, all the staff were caring and understanding. There's always some form of activity going on. The home had a family feel to it.
Sadly my mam passed away in the home and the staff were very supportive.
I made some friends there which I still come to visit.

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Review of
Harcourt Gardens
from Sarah W (Granddaughter of Resident) published on 27 January 2025

Submitted via Website • Report

Overall Experience

My grandpa has been at Harcourt Gardens for nearly 6 months now. As a family, we have been so impressed and are so happy with his care. The staff are lovely, we always feel so welcome when we come to visit too (the lady on reception is just so lovely to my children who love visiting their great grandpa

and now walk round the place like they own it!) The facilities are great, it is so warm and my grandpa raves about the food. We have just been so pleased with moving our grandpa here and cannot recommend it enough.

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Review of
Chocolate Works
from Arthur M (Power of Attorney of Resident) published on 19 January 2025

Submitted via Postal Card • Report

Overall Experience

An impressive imposing structure converted from a former chocolate factory. Accommodation of a very high standard with spacious dining area, lounge and bedrooms supported by appropriate facilities. Staff well trained in house, cope with specific problems and demonstrate a high level of empathy with

residents. Be assured residents in very safe hands.

Reply from David Donnell, Reviews Team at Chocolate Works

Thank you for taking the time to share such a thoughtful and detailed review.

We're so pleased that you found the setting, facilities, and accommodation at The Chocolate Works Care Village to be of a high standard. We take great pride in the unique character of our home and the comfort it offers to our residents.

Your kind words about our team are especially appreciated. Our staff are passionate about what they do and work hard to ensure every resident receives personalised, compassionate care in a safe and supportive environment. It's wonderful to know that this has been your experience.

Thank you again for your reassurance and recommendation.
Warm regards,
Chocolate Works

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Review of
Harcourt Gardens
from T E (Son of Resident) published on 19 January 2025

Submitted via Postal Card • Report

Overall Experience

My mother entered Harcourt Gardens in September 2024. We are very happy with the care she is receiving and the positive, happy environment she has joined. The staff are very enthusiastic and charming with my mother. They have gone out of their way to encourage her to take part in group activities. We

feel assured she is in safe hands.

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Review of
The Terrace
from Charlie F (Son of Resident) published on 4 December 2024

Submitted via Website • Report

Overall Experience

Dad was so well looked after at The Terrace. The staff were so wonderful with him and understood what made him happy, and what didn't, so were able to make his stay as good as it could have been. It's such a welcoming place for family to visit, and were happy to cater for my mum, sister and myself so

we could have meals together with dad, which was always a special family time throughout our lives. The food is of a very high standard, which again made Dad happy. I highly recommend The Terrace.

Reply from Caprice Geisha, Reviews Team at The Terrace

Hi Charlie, 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 experience with us has been a positive one.

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Review of
Harcourt Gardens
from R B (Friend of Resident) published on 18 November 2024

Submitted via Postal Card • Report

Overall Experience

From entering Harcourt Gardens, residents and visitors are met in a friendly, professional manner on a personal note, from reception onwards. The sense of life, activity and social interaction between visitors, staff and residents is beneficial and excellent promotion of Harcourt ethos.

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Review of
Harcourt Gardens
from Helen R (Granddaughter of Resident) published on 14 November 2024

Submitted via Website • Report

Overall Experience

My Grandpa has been a resident for a few months and he has settled well and is very happy. He has significant physical difficulties (not cognitive) and enjoys the company of the staff and other residents. He has a lovely room that overlooks the garden and enjoys the meals in the dining room which is

always set up like a restaurant. He has put on weight since he moved there, and the food is so good! The staff are attentive and have made an effort to get to know him. I think he notices a difference when they have agency staff, which I know in a care setting can be difficult to avoid. The front staff are welcoming (the children love visiting their great-grandpa as there are always treats and activities for them to do)!

The Well-being coordinator is fab and organises some lovely events trying to involve all residents and families, even if they can't physically attend. I'd recommend Harcourt Gardens, it feels more like a small community than a Nursing or Residential Home!

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Review of
Harcourt Gardens
from John H (Partner of Resident) published on 5 November 2024

Submitted via Postal Card • Report

Overall Experience

It ticks all the boxes - first class.

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