Extra Care Housing Owned by Sanctuary Retirement Communities in South Yorkshire

Reply from Ruth McAll, Senior Marketing Officer at Roman Ridge - Sanctuary Supported Living

Thank you so much for your thoughtful feedback and kind words about our team at Roman Ridge. We're delighted to hear that you appreciate the care and dedication our staff bring to supporting residents and organising daily activities that cater to a wide range of needs.We also acknowledge your comments regarding the time it can take to resolve maintenance issues. Please be assured that we actively log and chase all repairs and keep residents updated throughout the process. Occasionally, delays can occur due to external approvals or contractor availability, but we are committed to resolving issues as swiftly and efficiently as possible. Your understanding and support mean a great deal to us, and we're so pleased to hear that overall, you feel Roman Ridge is a great place to live. Thank you again for sharing your experience.

Reply from Ruth McAll, Senior Marketing Officer at Roman Ridge - Sanctuary Supported Living

Thank you for your feedback. We'd like to reassure you that Roman Ridge meets all necessary compliance standards. Security includes upgraded CCTV, a fob-access system for resident-only areas, and 24/7 care staff on-site. Residents have full independence with their own apartment keys and freedom to come and go as they wish. Our restaurant offers a variety of portion sizes and lighter options, with pricing set centrally by our Hospitality team. We acknowledge that maintenance issues can sometimes take longer than expected due to external approvals and contractor delays. Please be assured we actively log and chase all repairs, and keep residents updated throughout. We're pleased to share that new Wi-Fi is being installed at the end of this week. If you have any concerns or would like to discuss the points raised, we kindly encourage you to speak with the service manager in the first instance who is there to support you and would welcome the opportunity to help.

Reply from Emily Winfield, Marketing Officer at Roman Ridge - Sanctuary Supported Living

Thank you so much for taking the time to share your experience of our Roman Ridge retirement community, your feedback is really appreciated. We're so pleased that living at Roman Ridge, with its self-contained flats and onsite amenities, is providing you with the independence, convenience and flexibility you want, as well as added security and peace of mind.

Reply from KW, Marketing Officer at Roman Ridge - Sanctuary Supported Living

Thanks for taking the time to share your concerns with us. We strive to create an inclusive environment for all our residents at Roman Ridge. We apologise that in this instance, the arrangements may not have met your expectations. In response to your concerns, we understand that the garden may not be easily accessible for your mother due to her visual impairment and we're more than willing to help accompany her to the garden whenever she'd like to check on her sunflower. We're exploring alternative accessible locations for the sunflower pot, and if you'd like to assess them, please contact the Retirement Communities Manager directly. We take your feedback seriously and are committed to resolving this issue to your satisfaction. We respect all our residents and we appreciate your feedback as it helps us understand different perspectives and improve our services. Please feel free to reach out to us if you have any further concerns or suggestions.

Reply from Emily W, Marketing Team at Roman Ridge - Sanctuary Supported Living

We are sorry to read this review. The care at Roman Ridge is not provided by Sanctuary, but by an external agency. However, we take safeguarding very seriously and it's important that all care provided in our retirement community is to the level we'd expect. Regarding your mother-in-law being left in wet clothes, we’re sorry to hear about this and our local team are looking into it with the care provider, as this was not raised with Sanctuary staff. Any other issues raised were dealt with by our management team at the time, and we were not aware of any additional or outstanding issues at the time of move-out. We hope that your mother-in-law is well and settled in her new home.