Care Homes Owned by Suffolk Serenity Living Ltd in East Sussex

It is now 6 months since my mother-in-law passed away, having been a resident at Queensmead for the last 2 and a half years of her life. We have no issues with the standard of care she received prior to her passing, as the caring team were always kindly and supportive of her needs as she grew more frail. Unfortunately the same cannot be said of the owner/director and accounts department of the Chanctonbury group, who fail to acknowledge our phone calls, emails or text messages requesting that the refund due to my mother-in-law's estate be paid forthwith. This action is contrary to the terms of the contract which state that all refunds due must be made within 2 months of a resident passing away. No regard has been given to the stress this has caused my family at this very sad time. It is equally worrying that according to Companies House, the company name was changed from Chanctonbury to Aethel Care Homes Ltd on 28 October this year. I wonder why!

Extremely angry and frustrated with the directors of the company who have yet to repay my grandmother's deposit and payment made in advance which is due 5 months on since she died. This has caused extreme stress to my parents who have been ignored and on occasion that they have been able to speak to a director fobbed off with false promises. Furthermore, they also seem to think it is acceptable to ignore my email where I have given them the opportunity to explain if there is an issue before I have to resort to writing such a review.

My dear mum was a resident at Queensmead for approximately 3 weeks. She was extremely happy and settled and all the staff were so kind and supportive to my mum and us as a family too. Nothing was too much trouble, everyone was extremely friendly and their professionalism was second to none. Mum really enjoyed the activities, even drawing a picture for the first time in years! The food was excellent and Mum loved the social side of being with other residents. Thank you all, you are all amazing.

My mother had a short stay at Queensmead. She was looked after extremely well. The staff are so caring and nothing is too much trouble. Such a lovely place.

If I ever need to be cared for I would definitely want to live at Queensmead.

The home is always clean and well run and Mum has not looked so well and cared for, for many years.

Thank you all.

It would be very helpful if all staff wore name badges.

My dad died in November, my mum was married to him for 64 years and he was her carer. Reluctantly I started looking for a care home near me, although Dad had always said he didn’t want Mum in a home. I needn’t have worried, Mum has been made to feel so welcome, she loves her bright bedroom and the staff are so kind. The staff work together to ensure all the residents' needs are met and there is a lovely homely atmosphere and plenty of activities to keep Mum occupied. Mum now has pride in her appearance and her diabetes is well controlled, she looks the best she has in a long time. I am so grateful to have found Queensmead.

My aunt was recently at the home for respite care. I felt welcomed as a visitor and staff were friendly. I was impressed by the light and spacious environment, the range of activities and the good care and excellent meals which my aunt, a reluctant eater, enjoyed. Her stay with you has perked her up and as a relative, I had peace of mind knowing all was well.

Can't thank Queensmead enough, for their kind and caring staff that looked after my dad, when he caught covid. Queensmead is such a warm and friendly atmosphere. Nothing is ever too much trouble. The home is very clean and bright and has such a welcoming feel.

Thank you all.

Mum has been very happy in Queensmead. The staff are all very nice and caring and have done their best to keep us updated through this awful year. Arrangements to see my mum have been well organised; my only concern is Mum always likes to be busy, always joins in the activities, but I understand there is not a full-time one now, so Mum is getting bored and quite fatigued.

My mother has only been in The Queensmead for about three months. This is all new to her as she has never been in residential care. She has settled in well, and we find the staff very helpful, caring, cheerful and friendly. Mum especially enjoys the food.

The staff at The Queensmead are amazing. My auntie is being cared for really well. We didn't think she would have settled so well but has now been there a year, and loves it - especially the food! Well done to everyone at The Queensmead - you're the best!

This review is submitted with limited knowledge at current standards due to Covid-19 visiting restrictions. In general, standards of care are very good, and the staff are professional, caring and compassionate. But we have been disappointed with the communication during the pandemic from senior management and head office. Information and updates were infrequent, consultation and inclusion on relatives in regular discussions about our loved ones state of health and wellbeing would be very much appreciated.

The staff are very caring and supportive. They have done an amazing job in such difficult times. They are approachable, and in the three years since I have known them, they have always had the safety and respect of their residents in mind. Keep up the good work, although hard as it is; you are appreciated.

I'm full of admiration for the staff and their level of care. Feedback given to people is excellent.

Thanks to them all for their care and good humour!

Queensmead staff have been amazing in supporting my mother and me in these very challenging times. Mum has been living there for a number of years, and it is only due to their care support and going the extra mile that she is a well as she can be with her issues and still with us. I have consistently been impressed by the way she is treated. Even she says the majority of the staff have her and care for her. What more care one say!