Willows Care Southern Ltd

5/13 Second Avenue, Cliftonville, Margate CT9 2LL
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8.8 46 Reviews
  • Willows Care Southern Ltd, Margate
The Willows Care Centre in Margate is experienced in helping adults with often complex mental health, such as memory loss, helping to benefit thanks to personalised care and a living atmosphere that can be both stimulating and relaxing.

Care at The Willows is tailored to suit each resident and this enables staff to provide a person centred approach.

The Willows Care Centre is known for its homely, comfortable surroundings and a warm family atmosphere.
Please come and visit The Willows rather than just relying on reviews as not all families are able to leave reviews.

You are welcome to visit The Willows at any time you wish.

The care home offers flexible care options, residential long-term and respite care.

At the Willows, residents can enjoy home cooked foods suited to their individual needs and preferences. Friends and family are always encouraged to join residents at mealtimes.

Residents can take part in group activities, one-to-one personalised sessions and benefit from visiting entertainers and therapists.

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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
  • Advanced/Complex Dementia

Other Care Provided

  • Palliative / End of Life Care
  • Convalescent Care
  • Acquired Brain Injury (ABI)
  • COPD/Pulmonary Disease
  • Bariatric Care/Obesity
  • Parkinson's Disease
  • Stroke

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Smoking not permitted
  • Close to Local shops
  • Near Public Transport
  • Lift
  • Stairlift
  • 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 – £1350
  • Self-Funded Residential Dementia Care: £1150 – £1350
  • RESPITE Self-Funded Residential Care: £950 – £1500
  • RESPITE Self-Funded Residential Dementia Care: £1150 – £1350

These prices are only a guideline, please contact Willows Care Southern 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

  • Willows Care Southern Ltd

Person in charge

  • Tracy Butler (Home manager)

Local Authority / Social Services

Admission Criteria

  • Ages 65+

Care Home Design/Build

  • Purpose Built: No
  • Last Refurbishment: 2023
  • Number of floors: 3

Room Information

  • Single Rooms (39)
  • Couples/Companion Rooms (0)
  • Single Rooms with ensuite Wet Room (2)

Visiting

  • Visitors welcome anytime, have protected mealtimes between 12.30 and 1.30 and 4pm and 5.30

Parking

  • Street Parking

Willows Care Southern Ltd Reviews (46)

Total of 46, showing 1-20
8.8

Willows Care Southern Ltd has a Review Score of 8.8 (8.782) out of 10, based on 4 reviews in the last 2 years. Over all time Willows Care Southern Ltd has 46 reviews.

Overall Experience

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  • 9
  • 2
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Date Published

46
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Review from P T (Nephew of Resident) published on 6 May 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Popped in to see my Great Aunt, she was happy, well fed, just had her hair washed and dried, and she was in super spirits. And all the staff were attentive, caring and smiling too. They are a credit to the home.

Reply from Tracy Butler, Home Manager at Willows Care Southern Ltd

Thank you so much for your kind words, it's a pleasure looking after your great aunt and glad yourself and she is happy with her care, thank you

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Review from Susan P (Daughter of Resident) published on 7 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum was a resident in the Willows from January until she died in June. My siblings and I visited several times a week and on every occasion the staff we encountered were fantastic. The atmosphere in the home is very caring and loving and I am so happy that she spent her last few months there as the
care she received was exceptional.

Reply from Tracy Butler, Home Manager at Willows Care Southern Ltd

Thank you very much for your kind words, we aim to care for residents and families to the best of our ability and try our hardest to go above and beyond

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Review from Jane D (Daughter of Resident) published on 22 July 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The standard of care that my mum received at The Willows was excellent.
She was treated with consideration, respect, professionalism and most importantly affection.
The team, from the manager to the brilliant cleaning team were always helpful and went out of their way to make Mum feel comfortable
and at home during her last months. No effort was spared which gave us as a family peace of mind which was invaluable during a difficult time.
We would like to thank you all for everything you did for my mum and for us.

Reply from Tracy Butler, Home Manager at Willows Care Southern Ltd

Thank you so much for your review, I'm so happy that my team did the best for your mum, she was a pleasure to care for.

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Review from Sarah S (Niece of Resident) published on 18 September 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

It is very difficult when you have the responsibility to place someone you love dearly into care. There is so much negative stigma around care homes. I found the process so much easier when placing my uncle into The Willows Care Home. I am updated regularly and involved in his care. I don’t visit often,
but when I do, I am made to feel welcome and leave reassured.

Reply from Eve Balcombe, Registered Home Manager at Willows Care Southern Ltd

Hello, thank you for taking the time to leave us a review here at The Willows. Your feedback will be shared with the team.

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Review from David C (Son of Resident) published on 5 July 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My beloved mother was here for around one year before she sadly lost her battle to cancer, and the dementia took over. The staff were second to none and made sure she was comfortable in her final moments. The building could do with painting outside but inside is lovely. I haven’t eaten here but the
food always looks plentiful and tasty. It always smells nice inside and everyone is smiling.

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Review from Samantha B (Daughter of Resident) published on 15 June 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My dad was here for a long time around 4 years. Every single person that works here has done their best to make every day count for him. They gave him stimulation and activities and a purpose. Thank you everyone for the amazing level of care he received

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Review from R K (Husband of Resident) published on 20 April 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Since my wife has been at The Willows, I can honestly say life is looking up. My wife has settled in very well and I enjoy her company as her husband and not as her carer. The staff and manager have been brilliant and I can’t honestly thank them enough. The bedroom is decorated to a very high standard
and all the staff are always happy and accommodating. They do so many varieties of activities to keep everyone busy. Thank you.

Reply from Eve Balcombe, Registered Home Manager at Willows Care Southern Ltd

Thank you for taking the time to leave us a review at The Willows. It is greatly appreciated and I am so glad that the staff have enabled you to feel comfortable when visiting your wife. I would also like to add that we appreciate the feedback on your wife's bedroom as a lot of time and effort goes into making the environment homely.

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Review from John D (Friend of Resident) published on 20 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Where do I start? I am very impressed, always whenever I visit, be that announced or unannounced, by the levels of care on all levels provided by the care team who look after my friend and other residents.
It is a clean, well-run, organised home, and I am so pleased that she is in this home. Any issues
that arise are dealt with promptly and professionally.

Reply from Eve Balcombe, Registered Home Manager at Willows Care Southern Ltd

Hi John, thank you for taking the time to review us at The Willows. All reviews are shared with the team, who are very grateful for the feedback.

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Review from Sue G (Niece of Resident) published on 24 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I've had so much help and support from all the team at The Willows and am so happy with all they do for my aunt. It has been a difficult time for the family but it has helped so much that my aunt is being well cared for. They have gone above and beyond to help with all that has been asked of them. I
thank you from the bottom of my heart, you will never know that I can now sleep at night knowing my aunt is being looked after and safe.

Reply from Eve Balcombe, Registered Home Manager at Willows Care Southern Ltd

Hi Sue, Thank you for taking the time to leave us a review. Your kind words are much appreciated and they will be shared with the care staff.

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Review from Ellen A (Respite Resident) published on 17 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I was looked after extremely well. The staff were all caring and friendly and able to do their job very well. The food was lovely and catered for all tastes with a varied diet. Residents were assisted to eat their meals if they were unable to manage on their own. There was an activities coordinator
who interacted with all of the residents and a varied plan of activities in place. The manager and PA were very interactive with residents. All in all, it was a home from home.

Reply from Eve Balcombe, Registered Home Manager at Willows Care Southern Ltd

Hello Ellen, Thank you for taking the time to leave us a lovely review at the Willows. Myself and the team are very grateful for this. It is refreshing to receive a review from someone who directly used the service, to give an accurate account of their findings. We hope to see you soon and take care.

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Review from J B (Niece of Resident) published on 13 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The Home is decorated lovely, unlike some other homes I have visited. Staff are friendly and always offer a hot drink or snack when visiting. The manager is helpful, especially after the hard time I have recently been through. The residents who live there are always out and about including my aunt and
seem to thoroughly enjoy themselves. Highly recommend The Willows Care Centre.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Thank you for taking the time to leave us a review. I will share the positive feedback with the staff.

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Review from C Q (Daughter of Resident) published on 11 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My father was transferred staraight to The Willows from hospital and placed in an assessment bed. This has been very traumatic for him and all the family. All the staff we have met have been the kindest, most helpful and professional. They have kept us well informed and made this difficult time so much
easier. The care my father receives is excellent and is given with compassion and dignity.

Reply from Eve Balcombe, Registered Home Manager at Willows Care Southern Ltd

Hi Claire, Thank you so much for taking the time to leave us a review here at the Willows! Your father was one of a kind and will hold a special place in all our hearts. I will share this feedback with the team and if you ever need anything, please don't hesitate to ask.

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Review from C A (Wife of Resident) published on 9 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

My husband has dementia, I think he gets depressed and confused at being at The Willows Care Centre. I feel some staff are not aware of his psychological and emotional needs. I would love to see him encouraged in more activities but overall, I think that most of the staff do their best.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Hi Carol, I'm really sorry to read that you feel like this and have reflected that within your scoring. Your husband attends bingo once a week and is offered to go to coffee mornings and out down to the seafront to which he has refused, at times. Predominantly, your husband does go out. As you have said above, the staff do try their utmost best and it is a shame when he does refuse. I will share your feedback with the team.

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Review from Hollie S (Granddaughter of Resident) published on 23 February 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Whenever I visit, everyone is so friendly and welcoming - nothing seems too much trouble. The staff are so nice and even when observing, they are really great with the residents. They include everyone and really go that extra mile when it comes to activities. The residents are always up and doing things,
you can tell they really encourage personal care and mobility. I am very happy with my Grandads care and he seems to be thriving since going there. It’s nice knowing that he is doing so well, which says a lot about the environment and those around him. The only one tiny little thing is that when visiting, it is sometimes hard to get someone to come back out to us but I understand it can be busy - it’s not a problem at all though, just something to be aware of. Couldn’t be happier though with my Grandad's care.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Hi Hollie, thank you for leaving us a review. It was nice to catch up with you last week! I hope you are feeling better. Send my love to the family.

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Review from Carol K (Wife of Resident) published on 11 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very good experience. Looked after my husband really well. Excellent, lovely staff who are all a credit to the Willows.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Hi Carol, Thank you for taking the time to leave us a review. I will be sure to share your feedback with the team, I hope life is treating you well and the door is always open if you need anything.

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Review from M W (Son of Resident) published on 24 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The Willows took very good care of my dad for the short amount of time he was there. The carers were always helpful and cheerful and made us all feel welcome. The managers were very helpful with the next steps, as Dad was on an assessment bed and we needed to get him back home. The manager helped get
a care package in place.

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Review from Barry C (Son of Resident) published on 8 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The manager and her team run a very organised, clean care home. My mother came to The Willows in Aug 2021. At first, she wasn’t sure but within days she was loving it. My mother has improved in health, is sleeping better and has made new friends. Highly recommended.

Reply from Eve Balcombe, Home Manager at Willows Care Southern Ltd

Hi Barry, Thank you for taking the time to leave us a positive review. It means a lot to myself and staff to know we have a happy resident and a happy relative.

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Review from M H (Daughter of Resident) published on 12 August 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum came to the home last year during the pandemic so we weren't able to view the home or meet with the manager or staff but I have to say the manager, along with the rest of the team, has been very supportive and understanding. They have worked so hard with my mum and she's so much happier. The
residents always do a lot of activities and I often joke with my mum she has a better social life than I do now. Thank you all for looking after my mum. I know it's your job but honestly, I can see she's made so much progress since she moved here, my family and I are very grateful to the manager and all the team.

Reply from Eve Balcombe, Registered Home Manager at Willows Care Southern Ltd

Thank you so much for taking the time to leave us a review here at The Willows. Your positive feedback and kind words go a long way and it is a pleasure to share with the team.

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Review from Jean L (Niece of Resident) published on 29 June 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My aunt desperately needed somewhere safe to be with help on hand, it was very hard to find the right place but The Willows has exceeded all expectations. The staff are amazing with my aunt, they are a credit to the manager and I couldn’t be happier, having found this lovely home.

Reply from Eve Balcombe, Registered Home Manager at Willows Care Southern Ltd

Hi Jean, thank you so much for leaving us a review, caring for your aunt is our pleasure. I will share your feedback with the team.

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Review from Grace W (Wife of Resident) published on 28 June 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Since my husband has been in the care home, he has had the best care possible, from staff who have compassion and are understanding of my husband's needs. I ring the home regularly and it’s never too much trouble for them to speak to me. I can’t thank them enough for what they do for him. If I have
to go into a home, that’s where I would like to go.

Reply from Eve Balcombe, Registered Home Manager at Willows Care Southern Ltd

Good morning Grace, Thank you for taking the time to leave us a review here at The Willows, your positive feedback means a lot to me and the team. We will continue to work hard each and every day to ensure the best possible care is provided to all of our residents.

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Current Review Score: 8.8 (8.782)

Overview of Review Score

The Review Score of 8.8 (8.782) out of 10 for Willows Care Southern Ltd is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 4 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 3.9 out of 5 from 4 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:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.907 for Willows Care Southern Ltd is calculated as follows: ( (39 Excellents x 5) + (4 Goods x 4) ) ÷ 43 Ratings = 4.907

  • b) 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 3.875 Points relating to the number of positive Reviews for Willows Care Southern Ltd is based on 4 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    • i) 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 = 3.375

    • ii) 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. 4 Positive Reviews ÷ 8 = 0.5

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • 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: 9 Jan 2025

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Bed Vacancies

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Awards / Recognitions (0)

Meet the Team (1)

Tracy

Tracy Butler

Job Title: Home Manager

Joined: 2024

I've been running the Willows since January 2024. I am here to support residents and families and make sure the home is run to the highest standards, and that the home is a happy and safe place for residents to reside.

Frequently Asked Questions about Willows Care Southern Ltd

What types of Care is Willows Care Southern 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 Willows Care Southern Ltd have?

There are 39 Single Rooms.

What are the Facilities & Services at Willows Care Southern Ltd?

Own Furniture if required, Pet Friendly (or by arrangement), Smoking not permitted, Close to Local shops, Near Public Transport, Lift, Stairlift, 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 Willows Care Southern Ltd to the centre of Margate?

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 Willows Care Southern Ltd to verify any information. View our terms and conditions. Willows Care Southern Ltd has an Enhanced Service - more info.