Carlton House Rest Home Ltd

15 Barton Court Road, New Milton BH25 6NN
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9.8 17 Reviews
  • Carlton House Rest Home Ltd, New Milton
Carlton House Rest Home Ltd offers a comfortable and homely environment for specialist and personalised care, with a team of qualified professionals experienced in dementia care and also with learning disabilities.

The home welcomes both long and short-term care requirements, having a strong reputation for quality in the New Milton community and adhering to regulatory requirements.

An excellent social atmosphere for rest and recuperation, while at the same time supporting personal freedoms and personal interests.
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Care Provided

Primary Care Categories

  • Older Person Care
  • Dementia
  • Mental Health Condition
  • Physical Disability
  • Visual / Hearing Impairment

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Dementia Residential Care
  • For a maximum of 40 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia

Other Care Provided

  • Palliative / End of Life Care
  • Day Care

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Wheelchair Access
  • Gardens
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Weekly Charges per Person

  • Self-Funded Residential Care: £1000 – £1200

These prices are only a guideline, please contact Carlton House Rest Home Ltd to find out the exact price for your requirements.

Funding Types Accepted

  • Self Funding (Private)
  • Local Authority with Top Up
  • Local Authority
  • NHS Continuing Healthcare (CHC)

Good to Know

Owner

  • Carlton House Rest Home LTD

Person in charge

  • Emma Colein (Manager)

Local Authority / Social Services

Admission Criteria

  • Ages 55+

Care Home Design/Build

  • Purpose Built: No
  • Last Refurbishment: 2024
  • Number of floors: 3

Room Information

  • Single Rooms (40)

Parking

  • On site parking available

Carlton House Rest Home Ltd Reviews (17)

9.8

Carlton House Rest Home Ltd has a Review Score of 9.8 (9.757) out of 10, based on 9 reviews in the last 2 years.
Over all time Carlton House Rest Home Ltd has 17 reviews.

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Review from L W (Stepdaughter of Resident) published on 26 June 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
I have always found the staff at Carlton House very friendly and helpful. They provide excellent care for the resident I am related to. We are kept up to date with everything, and whenever I visit Carlton Care, it has a family feel about it and the residents all seem happy and well looked after.
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Review from Nigel A (Friend of Resident) published on 26 June 2025 Submitted via Website • Report
Overall Experience 4.0 out of 5
Carlton House staff looked after and cared really well for our friend. She was happy and well settled until the end of her life in which all the staff were great kind caring and gentle.
Very happy with every thing
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Review from S C (Daughter of Resident) published on 26 June 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
Mum moved into Carlton House permanently in February 2025 having previously stayed for Respite Care last year. So we knew it was the best place for her to be.


The family are all happy with Mum's care, she's well looked after 24/7 and she seems happy and content. The home is light, bright and welcoming,

with 2 lounges and a dining room and relaxing garden space and plenty of parking for visitors.


The management and all staff treat Mum with dignity and respect, which is of great comfort to us all. I feel a sense of good leadership and a positive team environment.


The home is spotless and Mums room is newly decorated, she is safe and secure and enjoys the food.


The staff are all approachable and communication is very good. I'm kept informed either in person or by phone or email if there are any changes or concerns about Mum, and likewise I know I can contact the home anytime to speak to management/shift staff and also to speak to Mum.


Thank you to you all.

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Review from K O (Son of Resident) published on 8 August 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother is a resident here. She is very well cared for. She is clean and now settled. There are activities on a Wednesday, art day and they can watch films. There is a doctor and a hairdresser. The owner is always updating or decorating the building it is a bright clean and safe place for the residents
to live.
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Review from Sue M (Cousin of Resident) published on 12 July 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
My cousin was only in Carlton House for 4 days before she sadly, but peacefully passed away.
I had frequent contact with the manager leading up to my cousin's discharge from the hospital into Carlton House, and each time the conversations were dealt with with professionalism, friendliness, compassion,
and flexibility to make my cousin transition from her own home to the care home with ease.
On the day of admission, my cousin became unwell and the staff were very prompt in getting emergency services to her aid.
All staff were friendly, and polite, and had time for me and my cousin, and my cousin was always given privacy and dignity.
Would definitely recommend Carlton House to friends and family.
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Review from Myra B (Wife of Resident) published on 4 July 2024 Submitted via Website • Report
Overall Experience 4.0 out of 5
A friendly atmosphere and welcoming staff who cope well with my husband and provide adequate care and comfort. They have a challenging role at times because of the different types of care needed between all residents with differing personalities, demands and wants/needs but manage to keep the overall
atmosphere peaceful and calm. It is not easy to please everyone but they seem to do their best to try and care for everyone's needs and comfort with patience and understanding.
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Review from C M (Granddaughter of Resident) published on 22 May 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
My grandad was at Carlton House for around 6 months. He had Alzheimer’s and could be challenging at times, the staff at Carlton House were so patient and understanding of his needs and took the time to really get to know him, his likes, dislikes, triggers and the best ways to settle his confused feelings.
They were always very welcoming to our family and we always felt at home when going to visit Grandad. There was always something going on to stimulate the residents, whether it be a simple game with individuals/small groups to bigger activities that involved all abilities. I still have a painting my grandad did when he was there, it often makes me smile.
The management team were very approachable and able to offer answers to questions, support and guidance where required for us as a family. Everyone at Carlton House had such compassion for their residents and residents families alike. A small family run business that really did make us feel like part of their family.
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Review from Therese T (Daughter of Resident) published on 16 May 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
Mum has been at Carlton House for over a year. The staff are very friendly and helpful. They treat residents as family members and are very caring. They offer lots of activities for residents and family members can join in! The senior management team is always ready to answer any questions and offer
families support. The owner is always to be seen working on improving the premises and is very approachable. The home is always clean and the chef provides a good variety of well-cooked and healthy food. They encourage family members to visit and get involved in the resident's lives and welcome visits from children and extended family members.
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Review from W B (Daughter of Resident) published on 16 May 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
My father was living at the home for a few months. He was looked after and cared for by some fantastic and lovely staff. He could be stubborn at times but staff were patient and understanding. He was given space when needed.
When it came to his passing away, the staff were extremely compassionate.
My family were treated with respect during that difficult time.
I was completely satisfied with the care my father was given during his time at Carlton House.
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Review from Ian P (Son of Resident) published on 25 August 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Having looked at many homes for my mother, we feel very lucky to have found Carlton House, with its warm and friendly 'nothing is too much trouble' attitude. This extends to management and each and every member of staff. It has been unfortunate that we have had many visits to the hospital with Mum,
and they have gone out of their way to help in any way they can. Carlton House is a family-run business, and this family feel extends out to all the residents in their care.
Reply from Emma Colein, Manager at Carlton House Rest Home Ltd

Thank you so much for taking the time to write us a lovely review.

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Review from L H (Daughter of Resident) published on 30 June 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Cannot fault the care and service of the staff. Well-run and very clean.
My mother has been there since April 2021 and has been looked after very well. She is 92 and is suffering with heart problems.
Reply from Emma Colein, Manager at Carlton House Rest Home Ltd

Thank you so much for taking the time to write a review and provide us with lovely support.

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Review from Linda R (Daughter of Resident) published on 28 June 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
Always a friendly welcome upon visiting our mum.
Mum seems happy and we are particularly pleased with updates and photos of her care online and the excellent activities available.
We couldn’t continue her care at home and so glad we found Carlton House Rest Home.
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Review from S W (Daughter of Resident) published on 9 December 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mum has lived at Carlton House Rest Home for nearly four years now.
She is very well looked after and is happy to tell me the staff are lovely and the food is good!
The team have worked especially hard during the recent challenges and continue to make sure all residents are safe and well cared
for. They are caring and compassionate and there’s a good atmosphere in the home.
I am made very welcome when I visit and kept up to date on her care.
I cared for Mum myself before she had to move into Carlton House and I am so grateful to
everyone there for making this feel right.
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Review from Russell E (Son of Resident) published on 30 January 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mum has settled in so well, far better than anticipated. She joins in with all the activities and really enjoys them. If she gets upset, the staff are really reassuring to her and calm her down very quickly. Couldn't be any happier with how she has settled in.
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Review from Derek H (Son of Resident) published on 15 March 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The rest home is run very well and the management staff are very helpful.
The care staff are friendly and efficient.
The home is kept clean and the food is good. I feel my mother is being well cared for 24/7.
I would be more than happy to recommend Carlton House Rest Home to anyone who asks my opinion.
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Review from Alison F (Stepdaughter of Resident) published on 8 March 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My step-father was in urgent need of care due to a deterioration in both his mental and physical health.
The staff at Carlton House acted very quickly in getting him assessed and subsequently admitted within the space of a few days.
The manager and staff were very welcoming and provided reassurance
to the whole family.
The care given is good and they always have time to update us with how he's progressing.
My step-father now has his medical, personal care, social and emotional well-being taken care of.
We as a family now have peace of mind. Thank you.
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Review from Georgia B (Daughter of Resident) published on 25 January 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My father has been a resident here for a week so far. Right from the beginning he and we as a family have felt welcome and are pleased that he is well cared for. Everything we have asked for has been tended to very quickly. We have seen happy, patient staff and managers. The home is clean and looks
newly furbished. The food is lovely and a good and varied menu. It was a place recommended to us by a friend whose Mum is here and we are so pleased to have found it.
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Current Review Score: 9.8 (9.757)

Overview of Review Score

The Review Score of 9.8 (9.757) out of 10 for Carlton House Rest Home Ltd is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.9 out of 5 from 9 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 4.9 out of 5 from 9 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Care Home is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.857 for Carlton House Rest Home Ltd is calculated as follows: ( (90 Excellents x 5) + (15 Goods x 4) ) ÷ 105 Ratings = 4.857
  2. 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5'). The 4.9 Points relating to the number of positive Reviews for Carlton House Rest Home Ltd is based on 9 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 = 3.9
    2. 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 40 registered maximum number of service users is 8, which has been reached with 9 Positive reviews. Points = 1
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Care Home does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 3 Dec 2022

Overall Good

  • Caring Good
  • Effective Good
  • Responsive Good
  • Safe Requires improvement
  • Well-led Good
Care Quality Commission is responsible for the registration and inspection of social care services in England. View Latest Report

Bed Vacancies

Please contact us for latest vacancies.

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Awards / Recognitions (0)

Meet the Team (2)

Emma

Emma Colein

Job Title: Manager Joined: 2022

Emma is trained in all aspects of care and has achieved Diploma Level 5 Apprenticeship in Leadership and Social Care Management.


Emma began working at Carlton House in 2008 as a Care Worker, Emma then in 2012 broadened her experience as a senior carer and deputy manager in another care home. Emma also achieved her NVQ Level 2 and NVQ 3 in previous years. Emma then re-joined us as a senior carer and medication lead in 2020, assisting the previous manager in all aspects of the day to running of the home, which involved supervisions, appraisals, assessments, rotas, and recruitment to ensure the Care Home Regulations and Standards were met.


“I love working in care and being there for our residents to support and encourage their quality-of-life day by day. I have been in the care industry since I was 18 and over the years become more and more passionate about the job wanting to learn and experience more. My passion is to ensure we promote and provide person centred care with the input of those closest to our residents.”

Gemma

Gemma Hendy

Job Title: Deputy Manager Joined: 2024

Gemma brings with her years of experience in the care sector from housekeeping, being a care assistant day and night and then working her way towards being a senior carer. Whilst Gemma was a senior carer for us at Carlton House, she was also our care plan and medication lead showing keen involvement and being an integral part of the day to day needs of the home being met. Due to Gemma’s hard work and dedication, she was then promoted to Deputy Manager February 2024. Gemma has her NVQ level 2 & 3 in Health and Social care and is currently completing her Diploma 4 in Lead Practitioner.


“I started working within a care setting from the age of 16. Throughout that time, I have learnt and experienced many different challenges which has contributed to my love for the job and caring for the elderly. I have a particular passion for end-of-life care and ensuring they have dignity in every way. I also love to share this and help teach others the little touches and attention to detail which makes what can be a difficult time as comforting as possible.”

Frequently Asked Questions about Carlton House Rest Home Ltd

What types of Care is Carlton House Rest Home Ltd registered for?

Older Person Care, Dementia, Mental Health Condition, Physical Disability & Visual / Hearing Impairment are the registered (by the Care Quality Commission) categories of Care.

How many Rooms does Carlton House Rest Home Ltd have?

There are 40 Single Rooms.

What are the Facilities & Services at Carlton House Rest Home Ltd?

Own Furniture if required, Pet Friendly (or by arrangement), Close to Local shops, Near Public Transport, Minibus or other transport, Lift, Wheelchair Access, Gardens, Phone Point in own room, Television point in own room & Residents Internet Access are some of the Facilities & Services.

How far is Carlton House Rest Home Ltd to the centre of New Milton?

0.5 mile(s) as the crow flies, distance by road may be significantly further.

Information on this page is displayed without responsibility for its accuracy on the part of carehome.co.uk. Please contact Carlton House Rest Home Ltd to verify any information. View our terms and conditions. Carlton House Rest Home Ltd has an Enhanced Service - more info.