Arbrook House Care Home

36 Copsem Lane, Esher KT10 9HE
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9.7 112 Reviews
  • Arbrook House Care Home, Esher
Arbrook House, rated 'outstanding' by CQC in February 2019, is a beautifully converted private home with extensive landscaped grounds where residents can enjoy views of the natural lake and wildlife.

Located in the leafy Esher suburb, the home employs a team of highly trained staff who strive to provide high-quality personalised care for a number of requirements, including nursing, residential, palliative, short-stay and day care.

The home provides a high standard of accommodation with tasteful decor and well-equipped rooms which include ensuite bathrooms, electric profiling beds, a 24-hour call system, flat-screen TV and broadband internet access. Some of the bedrooms have spectacular views over the lawns and all benefit from co-ordinated soft furnishings.

The home also benefits from two newly refurbished flats, offering lift access, spacious lounge/dining areas, a kitchen area and shower room, which are ideal for anyone looking for independent living with the reassurance that support is close by or for couples.

As an enhanced service to the residents, weekly GP visits are conducted at Arbrook House Care Home, enabling all residents to receive regular, personalised medical reviews as part of their approach to person-centred care.

There’s a real sense of community at the home. The staff work to discover what residents enjoy doing and the home's social calendar is organised around those interests. So whether loved ones already have a hobby or would like to take up a new one, there are lots of exciting activities to get involved in.

Anyone is welcome to pop in and join in, whether friends, relatives or loved ones.

Follow the home on Facebook to find out more about the great things that go on day to day. Search 'Bupa UK Abrook House'.
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Care Provided by Arbrook House Care Home

Primary Care Categories

  • Older Person Care

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Nursing Care
  • For a maximum of 44 Service Users

Other Care Provided

  • Parkinson's Disease
  • Palliative / End of Life Care
  • Convalescent Care
  • Day Care

Facilities

  • Own Furniture if required
  • Close to Local shops
  • Near Public Transport
  • Lift
  • Gardens
  • Bar/Café
  • Residents Kitchenette
  • Phone Point in own room
  • Television point in own room
  • Residents Internet Access

Funding & Fees What's included?

Weekly Charges per Person

  • Self-Funded Residential Care: from £1550
  • Self-Funded Nursing Care: from £1800
  • RESPITE Self-Funded Residential Care: from £1705
  • RESPITE Self-Funded Nursing Care: from £1980

Pricing is subject to an assessment of care needs and the room chosen. There’s no need for your loved one to have Bupa health insurance, our Care Home is open to everyone. Please contact for more information.


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

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

Contact Arbrook House Care Home to confirm what's included and get a personalised quote:

Funding Types Accepted

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

Support you may be entitled to

If you chose a care home based in England, you may be eligible for NHS Funded Nursing Care (FNC), which helps cover the cost of nursing. This is worth £254.06 per week and is usually paid directly to the care home.

Contact Arbrook House Care Home to confirm what's included and get a personalised quote:

Good to Know

Group/Owner

Person in Charge

  • Jonathan May (Home Manager)

Local Authority / Social Services

Admission Information

  • Ages 65+

Care Home Design/Build

  • Purpose Built: No

Room Information

  • Single Rooms (44)
  • Single Rooms with Ensuite Wet Room (29)

Visiting

  • The home is open to admissions. The home is open to everyone. There’s no need for your loved one to have Bupa health insurance. The home is just a mile from the attractive town of Esher and close to Sandown Park Racecourse. There are several golf courses nearby, and it's also within easy reach of the National Trust’s Claremont Landscape Garden and The Homewood


    The home is proud to be a part of the ‘Research Ready Care Home Network’ Working to improve the quality of life, health, care and treatment of residents.

Parking

  • Parking available on site.

Arbrook House Care Home Reviews (112)

9.7

Arbrook House Care Home has a Review Score of 9.7 (9.740) out of 10, based on 45 reviews in the last 2 years.
Over all time Arbrook House Care Home has 112 reviews.

Overall Experience
  • 89
  • 22
  • 1
  • 0
  • 0
Date Published
  • 112
  • 13
  • 24
  • 45
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Reviewer Connection to Arbrook House Care Home
  • 32
  • 20
  • 13
  • 11
  • 5
  • 5
  • 4
  • 3
  • 3
  • 3
  • 3
  • 2
  • 1
  • 1
  • 1
  • 1
  • 1
  • 1
  • 1
  • 1
Total of 112, showing 81-100
Review from V D (Daughter of Resident) published on 16 January 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Arbrook House provided my mother with the most beautiful care during the last weeks of her life. The nursing care was superlative, she was treated with love and respect, along with the highest nursing standards (as were her relatives).
Alas, she was unable to take advantage of the beautiful grounds,
the restaurant and lounge areas.
Every member of staff was warm and welcoming and we cannot thank them though for their dedication and high standards. They will be forever in our hearts. A simple massive thank you.
Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care HomeWe really appreciate you taking the time to leave such kind comments, thank you.
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Review from Rennie F (Daughter of Resident) published on 15 November 2019 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Helpful, friendly staff. We are happy with our mother's care even though she can be challenging now.
Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care HomeThank you for trusting us with your mother's care. It is always nice to hear positive feedback from our residents' families.
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Review from Dasha B (Granddaughter of Resident) published on 15 November 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Arbrook House were very supportive and attentive for my dear nana and her last days. The staff were brilliant and very caring. It is also in a fantastic location and the grounds are wonderful for taking a walk and getting some fresh air. All in all a very lovely place and very good for looking after
their residents.
Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care HomeThank you for your kind words and we really appreciate you trusting us with her care.
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Review from Angela W (Wife of Resident) published on 7 March 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
We found Arbrook House a welcoming, cheerful care home. The nurses and carers really help residents feel as comfortable and at home as possible, attending to their medical needs but also endeavouring to make their stay as pleasant and varied as possible. The extensive grounds with lake and wildlife
are a bonus.
Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care HomeThank you for taking the time to leave your review. We are pleased to hear about your positive experience and appreciate your comments about our home. We will certainly share your feedback with the home's manager. The Bupa Customer Care Team
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Review from J W (Resident) published on 28 February 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I was very fortunate to be referred to Arbrook House for one month's rehabilitation. The management team were supported by a capable, caring and helpful team of nursing assistants.
Reply from Greta Narbutaityte, Customer Advisor at Arbrook House Care HomeThank you for taking the time to leave your review. We are pleased to hear about your positive experience and appreciate your comments of our home. We will certainly share your feedback with the home's manager. The Bupa Customer Care Team.
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Review from B V (Son of Resident) published on 15 January 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Mum had a stroke about a year ago and went from being fully independent in her own home to wheelchair-bound and requiring 24hr nursing care. Since becoming a resident at Arbrook House her outlook on life has improved considerably and she is adjusting well to her change in circumstances. I simply cannot
thank the manager and his team enough.
Reply from Greta Narbutaityte, Customer Adviser at Arbrook House Care HomeThank you for taking the time to leave your review. We are pleased to hear about your positive experience and we will share your comments with the home’s manager. The Bupa Customer Care Team
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Review from Robert B (Son of Resident) published on 26 November 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The staff at Arbrook House have been outstanding. They have all shown a great deal of empathy, kindness and humour in getting to know my mother and helping her to settle and get involved in the life of the home.
We have been impressed and very reassured by the standard of care she received as her
dementia progressed. For a period of time, she caused a few headaches by taking herself off on "walks" that meant the staff were continually having to track her down. The manager went to enormous lengths to ensure she was able to continue these "walks" while staying safe. She felt at home living at Arbrook House and enjoyed getting to know and sharing jokes with the staff and other residents. As she became less mobile and communicative, she was cared for competently and with genuine kindness. We will always be grateful for this.
Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care HomeThank you for your review of Arbrook House Care Home. We are pleased to hear that your mum has been having an enjoyable time at the home and appreciate your comments regarding the staff showing her empathy, kindness and humour. We will share your comments with the home manager. The Bupa Customer Care Team
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Review from John W (Son-in-law of Resident) published on 24 October 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
All the staff were really kind and nothing was too much trouble. They treated Mum with great respect. Arbrook is a really nice place. The room was homely with great views over the patio and wonderful gardens. Food was very good with plenty of choice and flexibility 5+ stars!
Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care HomeThank you for your review of Arbrook House Care Home. We are pleased to hear that you have had a positive experience at the home and appreciate your comments regarding the staff treating your mum with respect and kindness. We will share your comments with the home's manager. The Bupa Customer Care Team
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Review from J M P (Niece of Resident) published on 21 September 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
From the outset, there has been nothing but the most professional and caring support for my aunt's end of life care.
Everything was catered for with a smile and nothing was too much trouble at this difficult time.
Everyone was very thoughtful and kind. I have nothing but admiration for staff (all
the staff) who assisted in making her final days very comfy.
Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care HomeThank you for your review of Arbrook House Care Home. We are pleased to hear that you have had a positive experience at the home and we send our deepest condolences on the loss of your aunt. We appreciate your comments regarding the staff being thoughtful and kind. We will share your comments with the home's manager. The Bupa Customer Care Team
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Review from John H (Husband of Resident) published on 18 September 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I am extremely happy that my wife is in Arbrook House Care Home. The staff are very caring towards my wife and show a lot of respect which makes me very happy indeed. Thank you Arbrook House Care Home.
Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care HomeThank you for your review of Arbrook House Care Home. We are pleased to hear that you and your wife have had a positive experience with the home and appreciate your comments regarding the care and respect your wife receives from the staff. We will share your comments with the home's manager. The Bupa Customer Care Team
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Review from Jacquelin S (Daughter of Resident) published on 14 September 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My father was only in the care home for a month but in that time we got to know the staff well and to trust their ability to lift and care for him. He quickly came to like a number of them very much and received very good care from all the staff. He sadly died far more quickly than we anticipated but
right to the end his care was excellent and he was treated with dignity.
Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care HomeThank you for your review of Arbrook House Care Home. We are pleased to hear that you and your father had a positive experience at the care home and appreciate your comments regarding the dignified treatment your father received. We will share your comments with the home's manager. Our deepest sympathies for your loss, the Bupa Customer Care Team.
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Review from Andrew (Son of Resident) published on 21 August 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
My father started in the upstairs flat for respite but steadily deteriorated and moved downstairs to a normal room where he died a week later. The staff were fantastic and made my father feel really special. A very private man my father did not engage in any activities and stayed in his room the whole
time. Both rooms worked very well and we were very fortunate that the home was able to transition him to the best room for his rapidly changing needs. The staff were thoughtful and jolly throughout and made my Dad feel safe. I am a GP and work with care homes regularly. Arbrook is unusually good. The staff really care and work as a great team.
Reply from Josephine Gaupholm, Customer Adviser at Arbrook House Care HomeThank you for your review of Arbrook House Care Home. We are pleased to hear that you and your father have had a pleasant experience at the home and appreciate your comments regarding the quality of care your father received while in the home. We will share your comments with the home's manager. Our deepest sympathies to you and your family, the Bupa Customer Care Team
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Review from D C (Daughter of Resident) published on 10 August 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The staff and management of Arbrook House always provided an excellent level of care and support for me and my dad.


Arbrook House is a lovely, airy and light place and there is always a buzz that makes it a lovely place.

Reply from Gabriella Mills, Customer Adviser at Arbrook House Care HomeThank you for your review of Arbrook House Care Home, we are pleased to hear that your dad is being well cared for here and you are both receiving the support you need. We appreciate your comments on the home and will share your review with the care homes manager. The Bupa Customer Care Team.
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Review from Lesley L (Wife of Resident) published on 13 July 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
My husband spent three weeks in this care home and was very happy while he was there. I would definitely put him in there again for respite.
Reply from Gabriella Mills, Customer Adviser at Arbrook House Care HomeThank you for your review of Arbrook House Care Home. We are pleased to hear that you have had a positive experience of our care home and that your husband enjoyed his stay. We appreciate your comments and will share them with the care homes manager. The Bupa Customer Care Team.
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Review from Charito R (Daughter of Resident) published on 4 July 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mom was admitted towards her end of life, sadly passed away with love and care from all caring staff of Arbrook.


From the home manager, RGNs and care staff, they have shown my mom compassion and love and have to say that my mom had the best last days of her life at Arbrook.

Reply from Gabriella Mills, Customer Adviser at Arbrook House Care HomeThank you for your review of Arbrook House Care Home, we are pleased to hear that your mom was well cared for during her stay. We appreciate your comments on the staff and glad to hear that you have had a positive experience of the home. Your comments will be shared with the care home's manager, The Bupa Customer Care Team.
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Review from Helen C (Daughter of Resident) published on 5 June 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother felt as though Arbrook House was a family, she simply loved it there as the staff are so caring and give loving care - right to the very end of my mother's life there.
The home always feels full of life with many activities for the residents and many activities for the residents and many
entertainment and educational visitors.
The food is extremely good.
Above all the staff care for you as, I believe, they would want to be looked after themselves.
Reply from Gabriella Mills, Customer Adviser at Arbrook House Care HomeThank you for your review of Arbrook House, I'm glad that your Mother felt comfortable during her stay. We are pleased to hear that you had a positive experience whilst your Mother was there and appreciate your comments of our staff and the home's entertainment. Our condolences, The Bupa Customer Care Team.
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Review from Edna (Resident) published on 15 May 2018 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Management not here at weekends. There are 42 rooms and staff under pressure to cope with all the residents and agency staff have to be called in. The staff are caring, some exceptionally so. I have had to order some agency staff out of the room. Maintenance in bathroom very poor, washbasin sink plug
has broken chain, cupboard doors do not fasten. It takes some time to heat the water and more time to transfer water to the shower, hot water only lasts to 11.30am. Ordering of supplies very slow, frequent shortages of flannels, serviettes, drinks etc., told they will be here tomorrow. Summoning help by pressing 'bell' very slow. One can wait up to 1/2 an hour, one occasion I had to call "Help"!. It was another resident who got help for me. Chiropody service seen 23rd January and 18th April. Some night staff wear gloves to empty a commode, others do not, washing machine broke down January. Delay getting part, further delay for fixing.
Reply from Gabriella Mills, Customer Adviser at Arbrook House Care HomeThank you for your review, we are pleased to hear about the positive experience you have had with our staff.
We take all comments extremely seriously and are disappointed to hear that you are unsatisfied with your weekend experience at this care home. We will discuss your feedback with the home's manager to help them continually improve their service. If you would like to discuss this in more detail, please contact our customer service team by emailing feedback@bupa.com. The Bupa Customer Care Team.
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Review from Ian T (Son of Resident) published on 23 March 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My thanks for the excellent care and customer service shown to my father during his all too brief stay at Arbrook House before his passing. I would pass on particular praise to the staff.
Reply from Jayne Duck, Customer services administrator at Arbrook House Care HomeSo sorry to hear of your loss, please accept our condolences. Thank you for your review and kind words.
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Review from Peter G (Friend of Resident) published on 20 March 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Our friend was with your friendly home staff for about a month. He found the staff really helpful and caring. His friends were listened to and treated with respect.


The staff could not have been more accommodating as my friend sometimes got a little agitated, to say the least!


We have enjoyed

visiting my friend in these beautiful surroundings.
Reply from Jayne Duck, Customer services administrator at Arbrook House Care HomeThank you for your review. We are pleased to hear about your positive experience and appreciate your comments of our home.
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Review from Bryan B (Relative of Resident) published on 16 March 2018 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I found the staff very friendly and accommodating. A particular mention to the manager for his kindness and enthusiasm in caring, also the senior carer, a fantastic person where words are not enough. A shame I can't take her home with me! The grounds are beautiful, well kept but look natural.
Reply from Jayne Duck, Customer services administrator at Arbrook House Care HomeThank you for your review. We are pleased to hear about your positive experience and appreciate your comments about our home and staff.
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Current Review Score: 9.7 (9.740)

Overview of Review Score

The Review Score of 9.7 (9.740) out of 10 for Arbrook House Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.7 out of 5 from 45 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 45 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 4.740 for Arbrook House Care Home is calculated as follows: ( (406 Excellents x 5) + (110 Goods x 4) + (14 Satisfactorys x 3) ) ÷ 530 Ratings = 4.74
  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 Arbrook House Care Home is based on 45 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 20 Positive Reviews in the last 24 months; 3 points for the first Positive Review, 0.125 Points for each of the next four Positive Reviews, 0.05 Points for the next five Positive Reviews, and finally 0.025 Points for the next ten Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.050, 7th = 0.050, 8th = 0.050, 9th = 0.050, 10th = 0.050, 11th = 0.025, 12th = 0.025, 13th = 0.025, 14th = 0.025, 15th = 0.025, 16th = 0.025, 17th = 0.025, 18th = 0.025, 19th = 0.025, 20th = 0.025) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.05 + 0.05 + 0.05 + 0.05 + 0.05 + 0.025 + 0.025 + 0.025 + 0.025 + 0.025 + 0.025 + 0.025 + 0.025 + 0.025 + 0.025 = 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 44 registered maximum number of service users is 8.8, which has been reached with 45 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: 26 Feb 2019

Overall Outstanding

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

Bed Vacancies

2 Bed Vacancies

Posted: 16 Dec 2025

Spacious rooms available for nursing and residential care – long and short stay care available. All rooms are tastefully decorated, some overlooking the home’s attractive gardens. Residents can bring items from home such as ornaments, photos and small items of furniture to make more homely. The home also has two refurbished flats, offering lift access, spacious lounge & dining areas complete with own kitchen area, shower room and views of our stunning gardens. Ideal for anyone looking for independent living with the reassurance that support is close by, or for couples.

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Awards / Recognitions (7)

Meet the Team (2)

Jonathan

Jonathan May

Job Title: Home Manager

I love working at Arbrook House. The team always make sure our residents are happy and feel at home. There’s plenty going on and we have strong links with the local community so feel free to pop in and speak to us anytime.

Shelan

Shelan Murad

Job Title: Resident Experience Manager Joined: 2012

I joined Bupa in June 2012 as a weekend receptionist at Wingham Court care home and stayed until 2017 when I was promoted to financial administrator and relocated to Arbrook House. In January 2024, I was promoted to resident experience manager and financial administrator at Arbrook House.


I enjoy working closely with residents and colleagues as well as meeting and supporting friends and families. It's fulfilling to be able to make a positive impact on their lives and create a supportive and caring environment.


Outside of work, I am very family-oriented and enjoy spending time with my loved ones. In my free time, I enjoy outdoor activities such as walking and meeting my friends for a catch-up. I also enjoy cooking different dishes for my family. I live locally and I appreciate the close-knit community and the opportunity to be involved in local events and initiatives.

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