Charters Court Care Home

2 Charters Village Drive, East Grinstead RH19 2GW
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9.9 136 Reviews
  • Charters Court Care Home, East Grinstead
Charters Court Care Home, ideally situated in the luxurious Charters Retirement Village, in East Grinstead, West Sussex, delivers residential, nursing and residential dementia care.

Set in a welcoming environment, residents at Charters Court benefit from a number of spaces to relax, socialise and dine, as well as engage in the varied activities programme which includes everything from exercise classes to baking and gardening.

Taking a person-centred approach, all care services are completely personalised to individual residents and their unique requirements and preferences, ensuring they not only feel safe and cared for but also respected and valued for who they are.

Community is a big focus at Charters Court too. As well as encouraging residents to spend time with friends and family and other residents, the team also arrange plenty of opportunities to get involved with the East Grinstead community, ensuring they never feel excluded from living the life they want to live.

To find out more about life at Charters Court, please get in touch with the team.

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Care Provided by Charters Court Care Home

  • Primary Care Categories
  • Dementia
  • Older Person Care
  • Physical Disability
  • Respite Care
  • Sensory Impairment
  • Care Types Provided
  • Dementia Residential Care
  • Nursing Care
  • Residential Care
  • For a maximum of 60 Service Users
  • Privately Owned

Good to Know

  • Person in charge
  • Julie Harper (Home Manager)
  • Admission Criteria
    • Private, NHS and Local Authority
    • Ages 65+
  • Room Information
    • Single Rooms (60)
  • Care Home Design/Build
    • Purpose Built: Yes

Facilities

  • Gardens
  • Lift
  • Minibus or other transport
  • Phone Point in own room
  • Smoking not permitted
  • Television point in own room
  • Wheelchair Access
  • Visiting

  • Open visiting


  • Parking

  • Parking available


Charters Court Care Home Reviews (136)

Total of 136, showing 61-80
9.9

Charters Court Care Home has a Review Score of 9.9 (9.853) out of 10, based on 52 reviews in the last 2 years. Over all time Charters Court Care Home has 136 reviews.

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Review from C R (Granddaughter of Resident) published on 24 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Helpful and caring staff. It would be nice to have a few more activities.

Reply from Julie Caygill, Hospital Liaison Team Administrator at Charters Court Care Home

Thank you for taking the time to review Charters Court. We have just finished recruiting and in the interim, we are adopting a whole team approach to ensure daily, meaningful activities are delivered including a weekly entertainer. Now that we have a full team and we are asking for feedback for what is going well and what is not so we can adjust our weekly activities planner. Once again, thank you for taking the time to review our home.


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Review from A M (Husband of Resident) published on 13 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are wonderful and take care of my wife with compassion and kindness. The rooms are always clean and the food is fantastic.

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Review from Susan C (Daughter of Resident) published on 12 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum became a resident at Charters Court Care Home in November 2021. Her care since day one has been exemplary. The kindness and patience of each and everyone involved with Mum's care has been second to none. Mum always praised the menus and food and was delighted with the beautiful way in which her
laundry was dealt with and presented. Always freshly pressed and smelling fragrant. Mum received end-of-life care just recently and the attention she received during this difficult time was both kind and extremely professional. Throughout Mum's stay at Charters Court, my brother and I have been kept up to date with any change in her care and any issues. The communication has been excellent and latterly compassionate and sympathetic.
We cannot praise or thank them enough.

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Review from Matthew W (Son of Resident) published on 29 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The staff that look after my mother are caring and professional. The rooms are always clean and everyone there genuinely seems to care for the residents.

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Review from C B (Granddaughter of Resident) published on 2 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I come to visit my nan in and around university and always enjoy coming. There are lots of places to sit and have a chat. Very clean, bright and lovely staff.

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Review from D F (Resident) published on 26 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Wonderful staff at every level. Lovely room - recently refurbished but outstanding snags need attention. Welcome touch was off menu options and willingness to oblige. Response to call button is excellent.

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Review from Margherita W (Friend of Resident) published on 4 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Whenever I visit my friend seems happy and contented which I'm very pleased to see. The staff have always got a smile to greet you with which is very welcoming.

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Review from N B (Granddaughter of Resident) published on 4 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

A very positive and friendly experience with the staff who are always willing to provide assistance. They look after my grandmother very well. She is very happy here.

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Review from J B (Sister of Resident) published on 23 September 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have always found the staff very helpful.

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Review from Lucy J (Granddaughter of Resident) published on 12 September 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very caring staff. Nice, big spacious room. Very understanding of my nan's needs.

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Review from L B (Friend of Resident) published on 24 June 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The grounds that Charters Court Care Home stands on are a fantastic feature.
The rooms are very basic but the residents seem comfortable enough.
The care staff and reception staff are excellent and did an amazing job during Covid. I think the price the residents pay is extortionate. The activities
are also very poor.

Reply from Julie Caygill, Hospital Liaison Team Administrator at Charters Court Care Home

Thank you for your review, we are glad to see that you are happy with most things in the home. We did have a recruitment gap in our wellbeing team, the home manager has been liaising with HC-One Quality of life specialist who has been supporting the home with weekly planners to enable wellbeing activities to take place that the team can support with. Staff on suites have been assisting with regular wellbeing stimulation such as singing, dancing, quizzes, gardening and salon treatments and recently had successful Jubilee celebrations including indoor street party and singers. It is part of the care team’s role to engage with Residents’ wellbeing and promote activities, not just the wellbeing department. It is important that we have a whole-home approach to this so that the home is focused on positive outcomes for the Residents. The home has also booked external entertainers and has at least two of these confirmed each week which all Residents are able to attend. We are pleased to say that we now have a wellbeing lead in the home.
The team at Charters have really been working together to ensure minimum disruption is caused to Residents during these unprecedented circumstances and CQC have been fully updated on the challenges the home is currently facing. HC-One has also recently completed an extensive piece of work regarding salaries and colleagues have benefited from a well-deserved pay increase. This will also support our efforts to improve recruitment at the home. The home is also currently undertaking an extensive refurbishment that will enrich all the communities and will be particularly sensitive to the needs of the Residents on the suites. This will also support the wellbeing of the Residents as environment has a huge impact on people’s experience in the home.
I am sorry that you do not feel that the increase in care fees is justified but I hope I have been able to explain why there has been an increase in the reasons given above.


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Review from David M (Partner of Resident) published on 21 June 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very friendly staff, well trained and helpful. Good conditions in the home.

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Review from Richard J (Son of Resident) published on 21 June 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Excellent facility. Very clean and organised. Great staff.
Only negative was lacking numbers of staff during Covid times but this was rectified.
Currently undergoing refurbishment but management has very professionally project managed this.
Would highly recommend to potential family members.

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Review from Robin F (Nephew of Resident) published on 26 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My aunt's health has been very good at Charters Court Care Home. We have been waiting two years for Australian borders to open. My aunt's good health, mind and body has made it possible for her to travel to Australia to be with her family.
I can't thank Charters Court enough.

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Review from A K (Resident) published on 13 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are so caring, so empathetic.

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Review from C T (Private Carer of Resident) published on 18 February 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The receptionist is so very welcoming and kind - it makes such a difference.

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Review from John M (Son of Resident) published on 24 January 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mother has had to go into care very late in life, that being the case the amount of care she needs is considerable. I knew Charters Court Care Home had a good reputation from having spoken to carers in another home, this I considered a good portent. My first impressions were very good, however,
I left from writing a review until I had interacted with many members of the staff and seen how things stood over a period of time. I can say that I have found all aspects of the home first-class, be it nursing care, entertainment or food and the dozens of other things contributing to the daily running of a home this size. All the staff, without fail, have been considerate and helpful, especially over this stressful time with Covid-19. The strain of the reduced level of staffing must have made things very difficult.

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Review from Keith J (Son of Resident) published on 20 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Every visit we have excellent service.

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Review from Louisa W (Daughter of Resident) published on 29 November 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My father's life has improved significantly since moving to Charters Court Care Home. Staff work so hard to meet his needs and the little details that help him are always considered. He enjoys socialising with the staff and says he feels "important" and they never mind if he forgets things. He says
he is free of worries and has time to do nice things.

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Review from Paul G (Nephew of Resident) published on 29 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All of the staff and carers have never been anything other than kind and helpful, in both taking good care of my aunt and ensuring we can visit her during very difficult times.
We as a family are very grateful to them all.

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Current Review Score: 9.9 (9.853)

Overview of Review Score

The Review Score of 9.9 (9.853) out of 10 for Charters Court Care Home 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 52 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 51 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 4.853 for Charters Court Care Home is calculated as follows: ( (529 Excellents x 5) + (70 Goods x 4) + (3 Satisfactorys x 3) + (3 Poors x 2) + (1 Very Poors x 1) ) ÷ 606 Ratings = 4.853

  • 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 Charters Court Care Home is based on 51 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 60 registered maximum number of service users is 12, which has been reached with 51 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: 11 Jun 2021

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Requires improvement

  • 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 (6)

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Meet the Team (1)

Julie

Julie Harper

Job Title: Home Manager

Joined: 2025

What does ‘kindness’ mean to you?


“Kind care is always Listening to the residents and their families and learning what is important to them.”


As a Manager, Julie has gained a wealth of experience in providing care and support to elderly people, to enrich their lives. She is a knowledgeable and dedicated leader who is passionate about delivering the highest standards of care and quality of life for Residents.


Julie closely shares HC-One’s vision is aiming to provide the kindest care for each and every Resident. She extends this caring approach to her Colleagues and works closely with them to deliver care and support to Residents in a way that they gain the most benefit, in a warm and welcoming home.


When asked what her favourite about being a Home Manager, Julie remarked:


"My favourite thing about being a Home Manager is Knowing my residents are safe, cared for and supported by my staff team. That the home is respected and somewhere people want to come and live.”


Outside of work, Julie enjoys spending quality time with her family.


If you would like to find out more about Charters Court, Julie would be delighted to have an informal discussion with you to answer any questions and provide further information.