Signature Bentley House

Pegs Lane, Hertford SG13 8EG
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9.8 134 Reviews
  • Signature Bentley House, Hertford
The home is purpose-built and offers exceptional accommodation, which is affordable but of a very high standard. The team at Bentley House offers a warm welcome to all and is a care home like no other in the area. Life here at Bentley House is about making it feel like home.

The home has not one, but two outstanding restaurants with the menu being chosen by current residents. Bentley house has a cinema which is in constant use, quite often by visiting grandchildren. A large Wellbeing and Lifestyle Team provide trips out, visiting speakers, one-to-ones and activities which are again chosen by the resident committee, who meet on a regular basis.

A typical one bedroom suite offers a bedroom, separate lounge and kitchen, with a full en-suite wet room and the apartments are unique as they offer double the space of most care homes and are ideal for those wanting an extra room, or for couples who want to stay together. The home also has smaller studios for those who prefer something cosier. The apartments come unfurnished, allowing residents to bring furniture and personal items to help the settling in process significantly.

Although Bentley House has outstanding facilities, the home is all about the care it provides. Residents range from those who are relatively independent and still drive to those who require respite, full nursing, dementia or end of life care. The team at Bentley House pride themselves on providing discreet support.

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Care Provided

Primary Care Categories

  • Older Person Care
  • Dementia
  • Learning Disability / Autism
  • Physical Disability
  • Visual / Hearing Impairment
  • Eating Disorders

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Nursing Care
  • Dementia Residential Care
  • Dementia Nursing Care
  • For a maximum of 90 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia
  • Advanced/Complex Dementia

Other Care Provided

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

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Smoking not permitted
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Wheelchair Access
  • Gardens
  • Bar/Café
  • 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 £1850
  • Self-Funded Residential Dementia Care: from £2150
  • Self-Funded Nursing Care: from £1900
  • Self-Funded Nursing Dementia Care: from £2150

These prices are only a guideline, please contact Signature Bentley House 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)

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.

Good to Know

Person in charge

  • Emma Franklin (General Manager)

Local Authority / Social Services

Admission Criteria

  • Ages 65+

Care Home Design/Build

  • Purpose Built: Yes
  • Number of floors: 6

Room Information

  • Single Rooms (77)
  • Single Rooms with Ensuite Wet Room (77)
  • Couples/Companion Rooms with Ensuite Wet Room (8)

Visiting

  • Visitors welcome at any time.

Parking

  • Large car park to front of home.

Signature Bentley House Reviews (134)

Total of 134, showing 21-40
9.8

Signature Bentley House has a Review Score of 9.8 (9.775) out of 10, based on 29 reviews in the last 2 years. Over all time Signature Bentley House has 134 reviews.

Overall Experience

  • 113
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Date Published

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Review from S A (Daughter of Resident) published on 25 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

It is such a relief to know that my mum is being cared for in a professional manner and that she is happy and enjoying herself at Bentley. I go out of my way to get to know her fellow residents, other visitors and staff every time I visit and it really feels like I am going into my mum's home because
everybody is friendly and nothing is too much trouble.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you for the exceptionally kind review. It has been a pleasure having Mum with us and getting to see you and your family here at Bentley House.

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Review from L T (Daughter of Resident) published on 18 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

My mother lived in her home with my help until she was 89. Sadly there followed a stroke and dementia and we were advised that she should no longer live alone. I researched carefully and moved her to an assisted living apartment in Bentley House, Hertford with the promise of 24-hour care on hand and
help with personal care and everyday requirements eg meals, laundry etc. The facilities were fine but mum was moved to a 5th-floor apartment which we soon discovered was the only inhabited apartment on the floor. Mum became increasingly isolated. Her mental health deteriorated. I discovered sores on her body. She was not showered. They couldn’t manage her medication, personal care or mood swings. Challenging behaviour was met with calls for me to attend or hospital stays. I was soon the only one to shower her. It was clear that Bentley House could not manage Mum, promises were broken, and her care was lacklustre and inadequate. We moved.

Reply from Care Team at Signature Bentley House

Thank you for taking the time to share your feedback.


We are sincerely sorry that your experience did not meet the standards you or your mother expected, and I'm sure we could have done more to support you both during your mother's stay.


Supporting individuals who exhibit challenging behaviours involves our team working in partnership with the individual's family, external healthcare professionals, and our central dementia experts. We always act on our residents' wishes, including when they want their family contacted or involved in their care, and our dedicated team work hard to manage and resolve an individual’s distress.


It would not be appropriate to go into full detail, but our team worked with you at length to find a suitable solution to address your mother's challenging behaviours and the impact this was having on other residents. We are sorry we could not find a suitable route forward despite the many support strategies that were tried. Whilst we have a dedicated dementia community, we are not able to support the most complex dementia presentations, which require the intervention of a mental health team, and there are other very specialist services that are better suited to this type of highly complex care.


We wish your mother well in her new home.

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Review from C B (Daughter of Resident) published on 3 April 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum moved to Bentley House 4 weeks ago and is very settled and happy there. The staff are excellent and the accommodation and the food are a very high standard. It is an example of how a care home should be.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you for your very kind review and words, the team appreciate all your lovely feedback.

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Review from S G (Son-in-law of Resident) published on 27 March 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

In one word outstanding.
It's not cheap as we all know but we as a family have been thoroughly impressed since our family member took up residence at the beginning of October 2023.
The care is brilliant and it is great to see staff members going about their duties in a diligent manner with a smile
on their faces.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you very much for such a kind review, it has been a pleasure for us at Bentley and we are so pleased with your wonderful feedback.

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Review from K A (Daughter of Resident) published on 28 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff at Bentley House are exceptional. They have become like family over the last 18 months. With both parents on the dementia floor together life has been tricky but this has been much more bearable knowing they were well cared for by such loving, kind, compassionate, hard-working staff. They
go over and above to care for the residents. When my father passed away recently some came to the funeral and it was evident that it was not just a job for them, they truly cared for and loved our loved ones like their own family. Bentley House is an outstanding place and the staff deserve the highest praise. The facilities are wonderful and I know my mum is in safe hands.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

We thank you for such an exceptionally kind review, it has been a pleasure caring for dad, mum and getting to spend time with your family over the time spent here at Bentley House.

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Review from Ann S (Daughter of Resident) published on 15 February 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum was only at Bentley House for a few months before she passed, I cannot rate the staff highly enough, Mum's care and love she received from all the staff was second to none, I cannot express how exceptional Bentley House is, it's like a 5* hotel, nothing is too much for the staff, not only did
they give amazing care for my mum, but they looked after all my family too, always offering us support. Once again thank you to the wonderful staff and all the team that looked after Mum and our family.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you for the extremely kind review, it was a pleasure being able to have Mum with us and caring for Mum and your family.

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Review from Rosemary A (Daughter of Resident) published on 23 January 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Bentley House provided my mother with the most excellent care for the last month of her life.
The staff were always kind and caring and dealt with every need as it was required.
The dementia unit was outstanding.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you for the extremely kind review; it was a pleasure to have your mum with us, and we thank you for your continuing support.

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Review from George H (Husband of Resident) published on 19 December 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy with my wife being looked after at Bentley House.
I think that Bentley House should be rated as outstanding - not just good.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you very much for your very kind review of Bentley House.

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Review from Roger W (Son of Resident) published on 14 December 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Dad moved in to Signature Bentley House at the end of June where he was very comfortable. We could also relax in the knowledge that all the staff were looking after Dad well and had his best interest at heart. The staff were incredibly caring, kind and compassionate (to all of us) and for that I thank
you all for looking after Dad so well in his last months. However, I will be popping in from time to time to enjoy the fabulous hot chocolate in reception.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you very much for your extremely kind response, it was a pleasure having Dad with us and I will pass your lovely feedback onto the team.

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Review from Sue U (Daughter of Resident) published on 10 July 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My father moved into Bentley House in April 2021, this was a huge decision for us to make, but I can say that it was the best decision we have made together. All staff are very good, well-trained, kind and considerate.
Unlike many care homes, there is no stale smell when you enter the building. My
father is extremely frail now, but the staff help him so much, providing brilliant care, kindness and respect. I cannot thank everyone enough for their kindness to my father and myself.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you very much for your exceptionally kind review; having Dad with us is a pleasure.

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Review from T S (Son of Resident) published on 3 July 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum had been in Bentley House twice for respite care before moving in permanently in April 2022. She is settled and regards it as her home now and is full of praise for all the staff.
Being her primary carer for so long, it has been a great relief for me to find a care home that would look after
her so well and that I could trust.
Many thanks to everyone at Bentley House for all you do to look after my mum and all the other residents.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you for the very kind review; we are truly thrilled to have Mum with us. We will be sure to share the wonderful feedback with our team members.

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Review from Heather R (Daughter of Resident) published on 30 June 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

As soon as I visited Bentley care home back in February, I knew this was the care home for Dad. It has a lovely, calm vibe as soon as you enter the reception area. The staff go above and beyond with their care. Dad is extremely well looked after and is in safe hands. The dementia unit is friendly and
welcoming.
The food is excellent and varied, and his room is spacious and comfortable, with views over the town. I can use the online diary system that updates me on how he is doing throughout the day, a very valuable tool, especially when on holiday when you can check-in.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you for such a kind review, and your feedback is greatly appreciated; it's a joy having Dad with us.

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Review from Paul P (Son-in-law of Resident) published on 30 June 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

The care from the staff is very good. They look after the residents well and look out for them, helping them out when needed. The staff retention rate seems good, which helps the residents. The entertainment is good and varied and is appropriate to the resident's needs. The food doesn't seem as good
as it was, and the reception is unmanned at night.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you for your kind review regarding the care at Bentley House and the feedback regarding the food; we are very happy to pass over any concerns to the relevant team to rectify this for you. Also regarding the reception, we are aware this is unmanned during the night; however, as the doors have a buzzer system to allow entry and with CCTV and staff members being available to answer the main doors from 8 pm, we have found this sufficient; however, we are always happy to discuss other possible options.

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Review from Lesley S (Niece of Resident) published on 30 June 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Whilst overall, I would rate the care in Cedars Dementia unit as good; I feel that the overall continuity of care is not as good as it was. As the relative of a long-term resident, I no longer feel that I know or see the same carers and have the same rapport with them as in previous years.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you very much for taking the time to carry out a care home review for us; this is greatly appreciated. We welcome you to discuss your concerns with the relevant team member to help towards rectifying these; please note we have been working hard as a home to use zero agency staff, and in the last few months, we have succeeded with having a fully recruited care team for Bentley House which is why some staff may appear to be new to the community.

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Review from Julian S (Son of Resident) published on 30 June 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Since Mum moved into Bentley House in November 2022, we have been thoroughly pleased with the care provided, and she has been very happy and settled in very well, which we were not expecting. She joins in with activities, which we didn't expect her to, and she has made lots of new friends.
We are all
very pleased she is so happy there.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you very much for the kind review and lovely feedback; we are thrilled with how well Mum settled in and has made budding new friendships!

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Review from Lizzie R (Daughter of Resident) published on 30 June 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My parents moved into Bentley house in May 2022, this was a huge decision for us to make, but I can say that it was the best decision we have made together. All staff are very good, well trained, kind and considerate. Unfortunately, my mother passed away in March of this year, which was a terrible shock
to us all but especially to my father, who is 100. They had been married for 76 years, and he misses her so badly, but the staff have gone far and beyond to ensure he is not lonely, and he/I regard them as family now. My father is extremely frail now, but the staff help him so much, providing brilliant care, kindness and respect. I cannot thank everyone enough for their kindness to my father and myself.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you for the exceptionally kind review. Having Mum and Dad join us last year was a pleasure, and your father remains a vital part of the Bentley Family.

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Review from Neil C (Son of Resident) published on 29 June 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Overall, Bentley House is excellent.
Staff are very professional, always friendly and respectful to the residents and visitors.
They are also well-trained in dementia management.
Any requests for a resident to be ready for a trip outside are dealt with efficiently.
The food is very good and served
in pleasant surroundings.
The rooms, including bathrooms, are kept very clean, as are the communal parts of the home.
Any concerns are dealt with efficiently by staff and management.
Finally, the reception staff are unfailingly friendly and helpful.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you very much for the very kind review and feedback, it is greatly appreciated and will be passed onto the team.

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Review from Anna R (Daughter of Resident) published on 28 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum's stay at Bentley House allowed me a much-needed holiday. She settled in right away and enjoyed the various activities organised by the wonderful, caring staff. Her stay was a very happy one as all staff were so consistently kind and caring. I would not hesitate in booking another respite stay in
the future.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you for your very kind review; it was a pleasure having Mum stay with us, and we would welcome Mum back anytime!

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Review from Sandra M (Daughter of Resident) published on 28 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Following a spell in hospital, Dad is having a 2-month respite stay prior to going home as he says at 92 he still feels too young to be there full time! As a family, we wish he would stay. Everything is excellent about the home. It feels more like a 5-star hotel than a care home and has a wonderful
welcoming atmosphere and positive vibe. Every member of staff is so friendly and nothing is too much trouble. You can clearly see the residents' comfort, safety and well-being are at the forefront of everything they do. Dad has enjoyed his stay, especially the wonderful food, but needs to find out for himself he cannot cope at home before agreeing to stay there permanently. Dad's sister was also a resident at the home when she died last October and she received the best of care in her final difficult days and was treated with the utmost dignity at the end. I cannot recommend this care home enough.

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you very much for your very kind review. It has been a pleasure having your dad and aunt stay with us and your continued support.

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Review from Jennifer T (Respite Resident) published on 18 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

It has been a very good respite care for me after a back operation. Without exception, I have found the staff warm and helpful. The food is fresh and made from good ingredients. I think it would be good to offer two sizes of meals to avoid a lot of waste,

Reply from Cassie Hinton, Client Liaison Manager at Signature Bentley House

Thank you very much for your lovely feedback; it was a pleasure having you stay with us.

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Current Review Score: 9.8 (9.775)

Overview of Review Score

The Review Score of 9.8 (9.775) out of 10 for Signature Bentley House is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.8 out of 5 from 29 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 27 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 4.775 for Signature Bentley House is calculated as follows: ( (311 Excellents x 5) + (17 Goods x 4) + (4 Satisfactorys x 3) + (3 Poors x 2) + (11 Very Poors x 1) ) ÷ 346 Ratings = 4.775

  • 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 5 Points relating to the number of positive Reviews for Signature Bentley House is based on 27 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 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4

    • 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 90 registered maximum number of service users is 18, which has been reached with 27 Positive reviews. Points = 1

  • 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: 13 Jul 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.

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Awards / Recognitions (14)

Meet the Team (5)

Emma

Emma Franklin

Job Title: General Manager

Joined: 2023

I first started working in the care industry at the age of 16 years while still in college, working as a part-time Housekeeper. I started spending more time with the residents and realised my passion for care at a young age. I left college and became a full-time Care Assistant. I spent my first 10 years in care before I decided to go travelling, visiting Thailand, Australia, Vietnam, Malaysia and South America over 18 months. When I returned, I worked for Sunrise Senior Living for the next 14 years developing my career from a Senior Care Assistant to an Assisted living Coordinator, then onto a Regional Care Coordinator which took me into supporting a home and I then became General Manager. I finally left Sunrise Senior Living to take an opportunity with Signature Senior Lifestyle, firstly as the General Manager at Elton House and then transferred to Bentley House. I have now worked in the care industry for 30 years and feel just as passionate about looking after our residents now as I did when I was 16 years of age.

Dominic

Dominic North

Job Title: Client Liason Manager

Joined: 2018

I have had the pleasure of being a part of the Bentley House family since 2018, working in various roles around the home. My role at Bentley House means I am the first point of contact for those starting on the journey to find the best fit of a caring environment for their loved ones. I really enjoy being able to showcase the exceptional facilities, luxurious surroundings and incredible team members that Bentley is extremely fortunate to have.

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Andrea Bailey

Job Title: Dementia Care Manager

Joined: 2024

I started at Signature at Bentley House as Dementia Care Manager.

Kiran

Kiran Iqbal

Job Title: Residential Care Manager

Joined: 2023

I have worked in health and social care for more than 20 years and have progressed through different roles throughout my career. I have completed Level 5 in Health and Social Care in Leadership and Management. Currently, I am working towards CIPD Level 5 in People Management. I have a background as a qualified nurse and midwife. I have experience working with different client groups, such as dementia, learning disabilities, assisted living, nursing and residential care. I am a very hardworking and passionate person. As the Residential Manager, I believe that it is important to be approachable and willing to help others. I pride myself in having a friendly and open approach to residents, loved ones and team members.

James

James Broughton

Job Title: Maintenance Manager

Joined: 2022

I joined Bentley House in September 2022 coming in from a non-care background of construction and hospitality. I haven’t looked back, it has been a pleasure to work alongside my colleagues and even more of a pleasure to build friendships with our residents here. I started building sites from a young age and continued on and off until I moved to the UK from Ireland in 2012. When I initially moved over, I got into the hospitality sector and ended up running restaurants for five years. I decided to get back into construction and maintenance in 2017, managing the maintenance team in a Grade 1 listed, 150-year-old country house which operated as a hotel. I consider myself a hardworking, self-motivated and determined individual who takes pride in their work. I would regard myself as a polite, friendly person who is confident when communicating with others.

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