Extra Care Housing Owned by Sanctuary Retirement Communities

Reply from Natalia Jozwiak, Marketing Assistant at Hillyard House - Sanctuary Supported LivingThank you for taking the time to share your experience of visiting Hillyard House. We're delighted to hear that our team made you feel so welcome and that the community left such a positive impression. Your kind words about the staff and environment mean a great deal to us!

Reply from Natalia Jozwiak, Marketing Assistant at Poplar House - Sanctuary Supported LivingThank you so much for your kind review. We're delighted to hear your mum feels happy and well cared for at Poplar House. It means a great deal to know that our team's dedication and the welcoming environment have made a positive difference. Your recognition of their kindness and commitment is deeply appreciated, and we'll be sure to pass on your lovely words to Charlotte and the rest of the team.

Reply from Ruth McAll, Senior Marketing Officer at Poplar House - Sanctuary Supported LivingThank you so much for sharing your experience and kind words during such a difficult time. We are truly sorry for your loss and deeply grateful that you took the time to acknowledge the care and support the Poplar House team provided to your brother and your family. Your recognition of their dedication and kindness is incredibly touching, and we will make sure your message is shared with everyone involved. Thank you again for your thoughtful review.

Reply from Emily Winfield, Marketing Officer at Dunboyne Court - Sanctuary Supported LivingThank you for taking the time to share your thoughts about Dunboyne Court, your feedback is very much appreciated. We're really pleased to hear that you've settled in well, made friends, and that our team, the food, and the events have helped make you feel at home.We're glad you find the location convenient and the atmosphere welcoming, it's exactly what we aim for. If there is anything else you think we can do to make Dunboyne Court even more welcoming and homely, please don't hesitate to speak to a member of our team.

Reply from Emily Winfield, Marketing Officer at Coopers Court - Sanctuary Supported LivingThank you for taking the time to share your experience of visiting our Coopers Court retirement community. Our team members work hard to create inclusive and engaging environments for customers, so we're delighted to hear that you felt welcomed and well-informed, and that your aunt was supported in joining the day's activities. Thank you again for your kind review, and we look forward to welcoming you back soon.

Reply from Emily Winfield, Marketing Officer at Nichols Court - Sanctuary Supported LivingThank you for taking the time to leave a review of Nichols Court retirement community. We're glad to hear that the indoor cleaning standards are generally meeting expectations, but we understand how frustrating issues like flies and fluctuating water temperatures can be.We're pleased to confirm that the cleaners have attended to the flies in the less-accessible stairwell areas, and the team has raised your concern about the hot water temperature for further investigation. We apologise for the inconvenience caused while the scaffolding was in place, but we're happy to confirm that the necessary work was completed and the scaffolding removed within a few days. If you have any further concerns or queries, please don't hesitate to speak to a member of our onsite team, who will be happy to help.

Reply from Ruth McAll, Senior Marketing Officer at Roman Ridge - Sanctuary Supported LivingThank 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 LivingThank 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 LivingThank 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 Emily Winfield, Marketing Officer at Middleton House - Sanctuary Supported LivingThank you so much for your kind and thoughtful review, and for taking the time to share your experience of life at Middleton House retirement community. We're delighted to hear that your mother settled in so well and that the move has felt like the right decision for your family.We're proud of the welcoming environment we strive to create, and it's a pleasure to know that both our team and the onsite care team have made a positive impression through their professionalism and genuine care. Your comments about the apartment, the restaurant, and the variety of activities are greatly appreciated and will mean a lot to our staff, who work hard to make every day enjoyable and comfortable for residents.We're so pleased your visits are met with warmth and friendliness, and we look forward to continuing to support your mother in every way we can.

Reply from Ruth McAll, Senior Marketing Officer at Nichols Court - Sanctuary Supported LivingThank you so much for your heartfelt review. We're so glad you feel at home at Nichols Court and we're delighted to hear that you and your daughter felt welcomed by our team and continue to do so.

Reply from Emily Winfield, Marketing Officer at Hillyard House - Sanctuary Supported LivingThank you so much for your kind words and for taking the time to share your experience. We're truly grateful for your thoughtful review and are so pleased to hear that your sister is happy and well cared for. Our team works hard to create a warm, supportive environment where residents feel safe, valued, and at home. Your feedback is a wonderful encouragement to our staff, who are passionate about making a positive difference every day. If there's anything more we can do to support your sister or your family, please don't hesitate to contact the Hillyard House team directly.

Reply from KW, Marketing Officer at Roman Ridge - Sanctuary Supported LivingThanks 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 Julie, SSL Marketing Team at Bailey Court - Sanctuary Supported LivingThank you for taking the time to leave us a kind and positive review of Bailey Court. We're really pleased to hear that you've had a delightful experience in our retirement community and that all aspects are meeting your expectations.

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