Care Homes Owned by Highpoint Care Ltd

Reply from Alison Brownbill, Operations DIrector at Damfield GardensDear Julia,
Thank you for taking the time to share such a thoughtful review. It means a lot to our entire team. We feel honoured to have your mum as part of our Damfield Gardens family and knowing that you and your family have such confidence in the care she receives is incredibly rewarding.
Our staff take great pride in building genuine, caring relationships with each resident, and it's wonderful to hear that this shines through in your mum's happiness and comfort. We're also delighted that you've noticed the effort put into maintaining a clean, welcoming environment, as well as the variety of activities and entertainment we organise.
Thank you again for your lovely feedback and for trusting us with your mum's care. We look forward to continuing to support her and your family in the future.
Warmest regards,
Alison
Operations Director

Reply from Alison Brownbill, Operations DIrector at Colliers CroftDear Carol,
Thank you for sharing your review. We're so pleased to know that your husband's move into Colliers Croft has been a positive experience for both of you. Settling into a new environment can be a big step, and it's lovely to hear that the process felt smooth and well-supported.
Our team works hard to create a welcoming, comfortable environment, and your kind words about our staff, management, and the care provided are appreciated. Knowing that your husband has settled in quickly and that you feel confident in your choice is exactly what we strive for.
Thank you again for your trust and feedback.
Warmest regards,

Alison Brownbill
Operations Director

Reply from ALISON Brownbill, Operations DIrector at Colliers CroftDear Amanda,
Thank you so much for taking the time to share your review. It is lovely to hear that your mum has been happy during her two years with us, and it means a great deal to know that you have confidence in the care she receives.
Our team, along with the visiting nurses and practitioners, work hard to provide the highest standard of care, and it is wonderful to hear that her wounds have healed well.
We will make sure your thanks are passed on to everyone involved. Feedback like yours is incredibly encouraging for our staff and reinforces our commitment to providing safe, compassionate, and dignified care every day.
Kind regards
Alison Brownbill
Operations Director

Reply from Alison Brownbill, Operations DIrector at Damfield GardensDear Lindsey,Thank you so much for your kind and thoughtful review. We are truly delighted to hear that your mum has settled in well over the past year and that you both continue to feel supported and cared for at Damfield Gardens.Our team takes great pride in creating a warm, engaging environment where residents not only feel safe and valued, but also enjoy meaningful moments and experiences. It's wonderful to know that the "trip to Zanzibar" organised by our activities team brought joy to you and your mum - our activities team will be thrilled to hear how much the attention to detail was appreciated!Memories like these are exactly what we strive to create for our residents and their families, and your words are a great encouragement to the whole team. Thank you again for sharing your experience - it means a lot to us.

Reply from Katherine Patel, Managing Director at Colliers CroftThank you so much for your heartfelt review. We understand how difficult the decision to move a loved one into care can be, and were truly honoured that you entrusted us with your mums wellbeing. Its wonderful to hear that shes settled in happily, enjoying her room, the activities, and the company of both staff and residents. Your kind words mean a great deal to our entire teamfrom housekeeping to managementwho work hard every day to create a warm, safe, and supportive environment. Thank you again for your trust and support.

Reply from Alison Brownbill, Operations Director at Colliers CroftPlease allow me to apologise unreservedly for the concerns you've raised. We haven't performed to the standards we set and I will address this with the relevant people. Unfortunately I cannot agree that the Manager said your father would have a home for life. Whilst that is what we hope, we aren't set up to care for residents whose condition deteriorates e.g. very high physical needs etc. When that presents we speak to relevant people e.g. relatives, social workers and hospital assessors who may advise that the resident be transferred to a nursing home that will be more suited to provide specialised nursing care and keep the person safe. On this occasion attempts were made to contact your brother by phone following an assessment from the hospital assessor. When these attempts failed, an email conversation followed and subsequently the hospital assessment was sent to your sister. I have tried to contact you today to discuss further. If you wish to discuss further please contact me.

Reply from Alison Brownbill, Operations Director at Colliers CroftThank you so much for taking the time to share your touching review. We are deeply moved by your kind words and are truly grateful that you chose to share such a special and emotional moment with us.
It was our absolute privilege to welcome you, your sister, and your mother to Colliers Croft. We're especially proud to hear how one of our team members made a meaningful difference to your visit — ensuring your mother felt supported and both she and your auntie were treated with dignity, compassion, and warmth. Moments like these are at the heart of what we do.
Your comments are a testament to the dedication and kindness of our team, and we will make sure the staff member mentioned receives the recognition she deserves.
Thank you again for your kind words. We send our very best wishes to you and your family during this time.
Warm regards.

Reply from ALISON Brownbill, Operations DIrector at Colliers CroftThank you so much for your incredibly kind and thoughtful review. We are truly grateful that you took the time to share your experience of Colliers Croft.It means a great deal to hear how well your dad has settled in and that you feel confident in the care and support he is receiving. We are especially pleased that the team across all departments - from care and kitchen staff to reception and maintenance - have helped to make Colliers feel like a welcoming and safe home for your Dad and his family.Ensuring each resident is treated with dignity, respect, and personalised care is at the heart of everything we do, and it's wonderful to know that this has made a difference for your dad.Thank you again for your support.Kind regards - Operations Director

Reply from ALISON Brownbill, Operations DIrector at Colliers CroftWe always aim to provide the most individualised care possible. However, we are a residential care home and do not have nurses on staff. We assess referrals to ensure we can meet the individuals needs. Sometimes, a residents condition can deteriorate faster than expected, and they then require nursing care. When that happens, we contact the Local Authority, who begin the process of arranging a move to a nursing home. We have no control over the speed of this transfer, which is managed entirely by the Local Authority and can, regrettably, take months. There are times we may not meet the high standards we set for ourselves. When this happens, we apologise and use the feedback to make necessary improvements. We understand how upsetting the situation with Mr Ss father has been for him and his family. We offer our sincere apologies to Mr S and his family and genuinely wish them all the best for the future. Alison Brownbill, Operations Director

Reply from ALISON Brownbill, Operations DIrector at Colliers CroftThank you so much for your review. It means a great deal to know that your dad feels happy, safe, and well cared for at Colliers Croft.We understand how difficult the decision to move a loved one into care can be, so hearing that your dad has thrived and feels so positively about his home with us is incredibly rewarding for our whole team.We're especially pleased to hear your comments about our care and events teams - they work with dedication and compassion to make each day meaningful, and feedback like yours is a wonderful reminder of why we do what we do.Thank you again for your continued support. It's a privilege to care for your dad.Warm regards, Operations Director

Reply from ALISON Brownbill, Operations DIrector at Colliers CroftThank you so much for taking the time to leave such a detailed and thoughtful review.We are delighted to hear that your mum feels safe, comfortable, and well cared for. Providing peace of mind to families is important to us, so it's very encouraging to know you feel reassured by the care and communication from our team.We're also pleased that you value the regular GP visits, hairdressing and podiatry services, and the range of available activities we offer.Regarding your mum's concerns about the food, we truly appreciate you bringing this to our attention. We've had conversations with both your mum and you to better understand her preferences, and have worked closely with our kitchen team to ensure her individual tastes and dietary needs are taken into account going forward.Thank you again for your feedback and for your continued trust in us. We're always here to listen and improve wherever we can.Kind regards,Operations Director

Reply from ALISON Brownbill, Operations Director at Damfield GardensThank you so much for your kind and thoughtful review. We're grateful for your ongoing trust in us since your mother joined us in 2020. We are pleased to hear that you've had such a positive experience with Damfield Gardens and that you feel confident recommending us to others. We're especially pleased that you've highlighted the dedication of our entire team from reception to management and the compassion shown by our staff. It means a great deal to know our efforts are making a meaningful difference to both residents and their families. Your recognition of our activities team and the responsiveness to any concerns is very much appreciated. We'll make sure your feedback is shared with the team. Thank you again for taking the time to share your experience. Kind regards, Operations Director

Reply from Alison Brownbill, Operations Director at Damfield GardensThank you for taking the time to share your feedback. Were very pleased to hear that you found our team from carers to management to be friendly, caring, and approachable. Your recognition of their efforts means a lot to us.We understand your concerns regarding cost, and wed like to reassure you that our pricing is in line with other care providers in the local area, reflecting the level of service, staffing, and facilities we provide. That said, were always striving to improve, and your comments are valuable as we continue working towards the highest possible standards of care. Thank you again for your constructive feedback and for trusting us with your care needs.

Reply from Alison Brownbill, Operations DIrector at Damfield GardensThank you so much for your kind and thoughtful review. We are pleased that your dad felt welcomed and truly at home during his time at Damfield Gardens. Personalising his room and ensuring he enjoyed good meals, and companionship is all part of what we strive to do every day. Your appreciation for our teams dedication and care is valued and will be shared with all our staffthey will be truly touched.It was our privilege to care for your dad, and we thank you for placing your trust in us.Kind regards,Alison