Arbory Residential Home

Andover Down, London Road, Andover SP11 6LR
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9.4 45 Reviews
  • Arbory Residential Home, Andover
Arbory Residential Home is dedicated to providing residents with the highest quality of life possible within an active, stimulating environment.

All of those living at the Arbory has dementia and it is the team's expertise in managing this need, and supporting families in the care of relatives, which helps to ensure that residents live life to the full.

Arbory is a unique care setting with a team and environment which really does ensure that a home-from-home feel exists throughout. Caring for those with dementia is a privilege for all. With the right care and support and a dedication to ensuring that each resident’s life is centred around meaningful activities, staff really can enhance the experiences of those they are here to serve.   

Care at Arbory is not about a diagnosis; it is about caring for people, who for whatever reason now require some help along the journey. The team is committed to providing an environment and service quality which reflects the home's commitment to enhancing the lives of those it supports.

As well as fantastic facilities, beautiful grounds and a specialist care team, Arbory is proud to play an active role in the local community and is a member of the Hampshire Dementia Action Alliance.

Please phone for more information, or call in any time.
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Care Provided

Primary Care Categories

  • Older Person Care
  • Dementia
  • Learning Disability / Autism
  • Mental Health Condition
  • Alcohol / Drug Misuse

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Dementia Residential Care
  • For a maximum of 60 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia
  • Advanced/Complex Dementia

Other Care Provided

  • Parkinson's Disease
  • Stroke
  • Palliative / End of Life Care
  • Convalescent 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
  • Residents Kitchenette
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees

Weekly Charges per Person

  • Self-Funded Residential Care: from £1395
  • Self-Funded Residential Dementia Care: from £1495
  • RESPITE Self-Funded Residential Care: from £1395
  • RESPITE Self-Funded Residential Dementia Care: from £1495

These prices are only a guideline, please contact Arbory Residential Home 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

Person in charge

  • Donna Smyth (Home Manager)

Local Authority / Social Services

Admission Criteria

  • Open to all enquirers, happy to show around without an appointment
  • Ages 40+

Care Home Design/Build

  • Purpose Built: Yes
  • Year Purpose Built: 2008
  • Last Refurbishment: 2019
  • Number of floors: 3

Room Information

  • Single Rooms (60)
  • Couples/Companion Rooms (0)
  • Single Rooms with Ensuite Wet Room (39)

Visiting

  • The Arbory has no set visiting times, visitors are welcome at any time

Parking

  • There is ample on site parking

Arbory Residential Home Reviews (45)

9.4

Arbory Residential Home has a Review Score of 9.4 (9.426) out of 10, based on 16 reviews in the last 2 years.
Over all time Arbory Residential Home has 45 reviews.

Overall Experience
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  • 10
  • 3
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Date Published
  • 45
  • 5
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Reviewer Connection to Arbory Residential Home
  • 11
  • 11
  • 7
  • 3
  • 2
  • 2
  • 2
  • 2
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  • 1
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Total of 45, showing 21-40
Review from Ann W (Wife of Resident) published on 3 September 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Extremely happy with husband here for 5 weeks so far. Staff are very happy and obliging.
Reply from Geraldine Smith, Director at Arbory Residential Home

Dear Ann
Thank you for taking the time to complete this review. It is rewarding and motivating to the homes team to know residents and relatives are happy with the care at Arbory


Thank you
Geraldine Smith

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Review from Laura S (Daughter of Resident) published on 13 August 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Although difficult times, staff have continued to be professional and very welcoming for visits. Led by a fantastic management team, nothing is too much trouble. We were safe in the knowledge that dad was loved and cared for during the difficult time of not being able to visit. The whole of the Arbory
team feel like extended family and their hard work and dedication is recognised.
Reply from Geraldine Smith, Director at Arbory Residential Home

Dear Laura,
Thank you for your lovely review. The staff at Arbory put customer and family care at the heart of everything they do, and it is great to see that is paying dividends. You have obviously received a satisfying customer experience. I will pass your comments onto the manager and her team who I am sure will be very pleased.

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Review from K M (Niece of Resident) published on 2 August 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My aunt has been a resident at Arbory for 15 months. Staff and management are always kind and compassionate. It's been difficult during lockdown not to be able to see her as much, but Arbory have kept me up to date very well. Now visiting is back in place, it is so well managed. My aunt always looks
presentable and happy which was always an important thing to her. Thank you, everyone.
Reply from Geraldine Smith, Director at Arbory Residential Home

Thank you. Your kind words about our service are much appreciated and it is motivational for staff to hear from relatives that they are appreciated.

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Review from A C (Daughter of Resident) published on 12 July 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have always found the care staff caring and considerate to my mother and me during her residency.
Reply from Sue Houldey, Operations Director at Arbory Residential Home

Thank you for taking the time to complete a review of Arbory. I will pass your comments on to the staff and management of the home.

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Review from A H (Resident) published on 12 July 2021 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
All staff work with great care for residents and families. Gardens are a great joy to residents, and help to normalise the day.
Reply from Sue Houldey, Operations Director at Arbory Residential Home

Thank you for your review. I will pass this onto the home manager to review. Best wishes.

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Review from Sandy T (Wife of Resident) published on 25 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
My husband was admitted to The Arbory in March 2021 with early-onset frontal temporal dementia at the age of 64. It was our first experience of care homes as a family, and I cannot recommend the care, staff, and surroundings highly enough. My husband settled in immediately and it was clear right from
day one that the residents are their first priority. All the care staff have made sure that, despite Covid restrictions, we have the safest possible regular contact with him and have involved us in everything to do with his care. The home is beautifully maintained and it has become a home from home environment for us all. The Manager and her team are extremely professional and genuinely caring to all the residents and have made a very tough time much easier to bear.
Reply from Geraldine Smith, Director at Arbory Residential Home

Thank you for your kind words. The staff at Arbory work very hard to create a homely environment where residents and families can feel comfortable and supported.

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Review from Glenda l (Daughter of Resident) published on 14 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Arbory Residential Home in Andover is the best! My Mum is definitely in the best place with her dementia mixing with other residents and having the best care possible. I would like to thank all the amazing staff for their kindness and caring for my wonderful Mum.
Reply from Sue Houldey, Operations Director at Arbory Residential Home

Thank you for completing the review. We pride ourselves on the high standards of care being delivered at Arbory. I will pass your comments on to the staff team. Best wishes.

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Review from N V (Husband of Resident) published on 23 April 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Management and staff were brilliant on intake. My wife settled quickly as a result. She is well cared for. She is content and her hair and clothes are always tidy. The staff are very friendly, warm and welcoming. I get good communication with them about my wife.
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Review from Tania F (Daughter of Resident) published on 23 March 2021 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
We have been happy with Mum's care, she has been at the Arbory for 8 months m now and we would not want to move her. The staff are lovely and have built a good relationship with Mum. They always used to have a wide range of activities. Some of the features we liked have disappeared over the last year,
eg: the bird aviary and gardening. The prices have gone up, and astoundingly too, which has made it very difficult for us.
Reply from Geraldine Smith, Director at Arbory Residential Home

Thank you for taking the time to share your experience of Avebury House Care Centre. Your comments are appreciated by all staff.

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Review from Kathy S (Wife of Resident) published on 27 January 2021 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
It is quite difficult to write a review due to Covid, but trusting the staff has made it a little easier knowing he is respected and cared for by such special staff. I have to say, two particular ladies have been a blessing when speaking on the phone - FaceTime. It would be nice to have refurbished
bathrooms as they are old and worn out. It's always nice to see what is happening on Facebook and the special efforts made for birthdays.
Reply from Sue Houldey, Operations Director at Arbory Residential Home

Thank you for your review, staff have tried their utmost to ensure good communication with relatives and have made use of skype and other means to enable families to remain in touch with loved ones. We have found the process of refurbishing the home quite a challenge during the pandemic, as managing safe access for tradesmen, and sourcing suitable materials has proved difficult. I hope when you do visit that you will be pleased with what we have achieved so far, and we would be happy to share our plans with you for the next phase of works.

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Review from W C (Son of Resident) published on 14 January 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother who suffers from Dementia has been a resident for just over a year. This illness plus the very difficult virus requirements have made visiting and support contact very limited. All at Arbory have provided thoughtful and professional support for my mum giving me comfort and security that mum
is safe and well cared for. I have received regular contact throughout this difficult year. Well done everyone at Arbory for keeping mum safe and secure.
Reply from Amanda Timms, Home Manager at Arbory Residential Home

Many thanks for your kind words. It is a pleasure to look after this lovely lady.
Amanda & Claire

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Review from D L (Relative of Resident) published on 11 December 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
Professional, homely, caring, considerate and well-managed home. Always polite, nothing too much for the family and always available. Genuine caring staff. The best move for my relative. Would recommend to anyone.
Reply from Geraldine Smith, Director at Arbory Residential Home

Thank you for taking the time to complete the review it is much appreciated.

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Review from Kim H (Daughter of Resident) published on 16 June 2020 Submitted via Website • Report
Overall Experience 4.0 out of 5
I moved my mother into The Arbory just one day before the forced government lockdown. I have found so far that the staff are professional, caring and amazing at taking care of my mother. It is extremely hard not being able to see my mother for the last 3-months after being with her nearly all the time,
but knowing she is being looked after gives the family great comfort. My only concern is not having any regular updates from the home or news of how things are during this difficult time.
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Review from Janet C (Wife of Resident) published on 5 February 2020 Submitted via Postal Card • Report
Overall Experience 2.0 out of 5
I have made the difficult decision to move my husband from Arbory Residential Home because it is no longer the home I originally chose.
In 2017, when my husband entered Arbory, I was impressed by the warm, friendly and comfortable atmosphere. The staff were lovely, taking time to relate to the residents.
The manager was special, with an easy manner towards the staff, residents and visitors.
In April 2019 all this changed when a new company purchased the home. The atmosphere became tense, the staff appeared wary and the manager unfriendly. Experienced staff began to leave in significant numbers, the general manager, the activities organiser, the finance manager, the chef, the senior housekeeper, and many carers.
I cannot recommend this home.
Reply from Sue Houldey, Operations Director at Arbory Residential Home

The resident left Arbory in November after his wife made the decision to move her husband. Coate Water Care took over Arbory in April 2019, it was at this stage that significant shortfalls were identified in compliance, forcing us to make immediate changes, whilst liaising with CQC and Safeguarding. It was at this stage that the then manager chose to leave and not participate in the required changes.
With any change comes a period of upheaval for staff and relatives and sadly Janet C felt after a number of months it was best for her husband to move. As for staff leaving in significant numbers, this is not the case, the deputy manager has remained in post for the past 7 years and worked with us in these changes. It is only recently that the housekeeper and finance manager moved on. This review is a somehow negative view of a relationship built with the previous company and manager and is not a fair representation of the current owners and manager.

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Review from Lorraine O (Relative of Resident) published on 13 May 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother came to the Arbory in July of 2018. In the time she was there, she put on weight and was the happiest we had seen her for quite some time.
I commend the Management and ALL staff for the wonderful care she was given in the seven and a half months she was in your care.
We have already been
telling friends and others we know about the service mum received.
Everything from the cleanliness of the rooms, to the food service, we could not find any fault with. We hope you continue to go from strength to strength. A huge thank you to you all.
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Review from Leslie S (Son of Resident) published on 25 March 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother was a resident at the Arbory for over 5 years until her death. Throughout that time she was treated with love and care by all the staff and management. I cannot praise them enough for the wonderful ethos they share and would like to thank them for making my mother's last few years comfortable
and secure.
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Review from Jacqueline P (Wife of Resident) published on 21 January 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My husband has been at Arbory Residential Home for two years, I have always found the staff very friendly and caring, from management down. My husband is always well looked after and I would not want him to be in any other care home.
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Review from Russell L (Son of Resident) published on 4 January 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
The type of setting is excellent for my mother. The manager is passionate about his work and the care home exhibits the highest standard of compassion where dedicated professionals deserve gratitude and admiration. Dementia has greatly limited my mum's cognitive ability to put her words and vocabulary
in the right sequence. To an untrained ear it is difficult and at times impossible to interpret the metaphors and emotions that she expresses, almost if she no longer has a voice, but at the Arbory her voice is always heard, perhaps not always deciphered, but never overlooked by the dedicated staff that gives my lovely mum the opportunity to make a contribution and enjoy a full and varied timetable. She's very much part of a family which makes her feel safe and secure and makes me feel good too because I know that when I leave her that she is in excellent hands, and also the complications of living abroad and not visiting her regularly gives me a great peace of mind.
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Review from Christine K (Sister of Resident) published on 4 June 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Visitors are made very welcoming, treating us like old friends. They are also very attentive and happy with my sister. Sitting in the garden with my sister was wonderful, we were given tea and biscuits.
My sister is so happy here and loves the interaction with everyone. She is very well looked after.
There is so much she can do, plenty of interaction with something going on. She also has plenty of time for her own space. It is a very well run, caring home for her.
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Review from Peter D (Son of Resident) published on 17 May 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother has been at Arbory for seven years and looks amazing for her age at 97.
This is all down to the staff and management completed by the technology 'i pod' system which provides access to my mother's health and welfare.
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Current Review Score: 9.4 (9.426)

Overview of Review Score

The Review Score of 9.4 (9.426) out of 10 for Arbory Residential Home is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.4 out of 5 from 16 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 13 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 4.426 for Arbory Residential Home is calculated as follows: ( (121 Excellents x 5) + (35 Goods x 4) + (25 Satisfactorys x 3) + (5 Poors x 2) + (2 Very Poors x 1) ) ÷ 188 Ratings = 4.426
  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 5 Points relating to the number of positive Reviews for Arbory Residential Home is based on 13 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 + 0.1 = 4
    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 60 registered maximum number of service users is 12, which has been reached with 13 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: 27 Dec 2024

Overall Requires improvement

  • Caring Good
  • Effective Good
  • Responsive Good
  • Safe Requires improvement
  • Well-led Requires improvement
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)

No image found

Sophie Evans

Job Title: Home Administrator Joined: 2024

Home Administrator

No image found

Lauren Johnson

Job Title: Deputy Home Manager Joined: 2025

Deputy Home Manager

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