Hartwood House Care Home

Bournemouth Road, Lyndhurst SO43 7DP
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9.9 175 Reviews
  • Hartwood House Care Home, Lyndhurst
Hartwood House is a home set in its own extensive grounds and beautifully landscaped gardens.

The bespoke care home has been created through a combination of new construction and the comprehensive refurbishment of a former care home, keeping the exterior and the very best features of the original building. The result is a safe, appealing and comfortable home for its residents which fuses modern innovation and traditional pleasures.

Located in Lyndhurst, the heart of the New Forest, Hartwood House also lies within easy access of the City of Southampton and the South Coast.

A fully-trained, compassionate and caring team has created an exceptional care home equipped with spacious bedrooms with private, en-suite wet-rooms on three levels, of which one floor is a dedicated dementia community. In addition, there are ample spaces inside and out to enjoy both companionship and privacy.

It is the difference between caring at work and caring like family, between listening and truly understanding and between eating a meal and enjoying an experience. If you need help finding care, Hartwood House are determined to be the difference you need.
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Care Provided by Hartwood House Care Home

Primary Care Categories

  • Older Person Care
  • Dementia
  • Physical Disability
  • Visual / Hearing Impairment

Length of Stay

  • Permanent Care
  • Respite Care

Care Types Provided

  • Residential Care
  • Dementia Residential Care
  • For a maximum of 50 Service Users

Dementia Care Types

  • Mild Dementia
  • Moderate Dementia

Other Care Provided

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

Facilities

  • Own Furniture if required
  • Pet Friendly (or by arrangement)
  • Close to Local shops
  • Near Public Transport
  • Minibus or other transport
  • Lift
  • Wheelchair Access
  • Gardens
  • 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: £1650 – £1650
  • Self-Funded Residential Dementia Care: £1650 – £1650
  • RESPITE Self-Funded Residential Care: £1750 – £1750
  • RESPITE Self-Funded Residential Dementia Care: £1750 – £1750

Please call us for further information on our fees, what's included, and for any seasonal offers that may be running. Please note, fee's are subject to availability and assessment.

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

Funding Types Accepted

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

Good to Know

Person in charge

  • Gayle Burn (General Manager)

Local Authority / Social Services

Admission Criteria

  • Ages 65+

Care Home Design/Build

  • Purpose Built: Yes
  • Last Refurbishment: 2020
  • Number of floors: 3

Room Information

  • Single Rooms (50)
  • Single Rooms with Ensuite Wet Room (50)

Parking

  • They have plenty of parking on site.

Hartwood House Care Home Reviews (175)

9.9

Hartwood House Care Home has a Review Score of 9.9 (9.888) out of 10, based on 72 reviews in the last 2 years.
Over all time Hartwood House Care Home has 175 reviews.

Overall Experience
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Date Published
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Reviewer Connection to Hartwood House Care Home
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Total of 175, showing 101-120
Review from Jane A (Daughter of Resident) published on 30 September 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Hartwood House is excellent in every way, and they take great care of my dear mum. My confidence in their honesty has, however, been undermined by the COVID pandemic. They were not honest with me over the phone when I enquired. I felt 'fobbed' off. I was horrified to discover some residents had died
of COVID when all the time I was told all was ok. As the next of kin and a nurse myself, I expect to be told the truth.
Reply from Moira Baxter, General Manager at Hartwood House Care Home

Thank you for your lovely review – we are so pleased to hear that you think that Hartwood House is excellent in every way and that you feel we give great care to your Mum. Your words mean a lot to us, and not just because of your nursing background. Lockdown was a tough time for everyone particularly relatives estranged from their loved ones living in a care home. Whilst we often get it right, sometimes we miss the mark and the occasion you refer to back in April is an example of this. I understand that you have since had a positive conversation with a member of our team who has explained our position on this sensitive issue. Your comments and feedback have also been shared with our senior team so we can ensure that as a group we uphold our principles of honesty and integrity when communicating with relatives and loved ones. Once again, we offer our sincere apologies and thank you for bringing it to our attention.

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Review from Dawn J (Daughter of Resident) published on 11 September 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mum has been a resident at Hartwood on a permanent basis for a year now. Mum has settled extremely well. She is kept busy with a variety of activities. The staff are all extremely friendly and helpful. Also the staff and residents are always smiling. The management is great with communication and
we are always kept up to date with Mum’s health and well-being. We are always welcome despite the constraints of the pandemic and the visits are organised very well. Also Mum and I have had Zoom calls organised by staff and that has been fantastic. Over the year (Aug 19 - Feb 20) we have participated in events organised for staff and residents. Mum is very content and well cared for and that gives me peace of mind. Thank you.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you so much for this lovely review Dawn. We are so glad you chose Hartwood House for Mum and becoming part of our family.

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Review from Annette S (Daughter of Resident) published on 4 September 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother has deteriorating dementia but lives in the moment. She is happy and safe, particularly during these difficult times of lockdown. We cannot fault the staff in the care and attention provided where we, as the family, could not. Thank you.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you for your kind words, and thank you for being part of our Hartwood Family. So glad Mum has settled in so well and made some lovely friends.

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Review from Janet W (Daughter of Resident) published on 25 August 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
The care provided was exceptional, not just to Mum but to me and other members of the family. It is a truly caring place where staff and residents enjoy life to the maximum possible. The home has very successfully negotiated the awful stresses and strains of the current situation with the pandemic.
It always had sufficient quantities of PPE, food supplies, cleaning materials and staff. There was put in place a comprehensive support package for staff to ensure their welfare. The residents are treated as individuals and with respect. There is a wide variety of activity available. We always have had regular contact with the staff and family members. The option of video calls introduced in April to 'see and chat' with residents. Social distanced visits in the garden were put in place as soon as regulations allowed. The staff work as a team and the mix of residents help the home have a really good atmosphere. If I need a care home in later years I would book myself in.
Reply from Sarah Gillett, Home Admissions Adviser at Hartwood House Care Home

Thank you so much for your lovely review. Please keep in touch, we miss you both lots.

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Review from Rosemary B (Wife of Resident) published on 17 August 2020 Submitted via Website • Report
Overall Experience 4.0 out of 5
My husband has been living at Hartwood House for just over a year. I find the environment created to be calming and well maintained. He has adapted to living at Hartwood and is well supported by a cheerful and good-humoured staff team. When asked, he says he is happy with how he is being looked after.
He also appears to be cared for by a consistent group of staff which really helps. The food is of very good quality and any suggestion I have made to further enhance the care my husband receives has been acted upon quickly and received with good grace.
Hartwood has managed the COVID pandemic well. Although my husband was moved to another floor as part of the home’s COVID-19 management strategies, he is still being supported by familiar faces day to day and appears not to have been affected by this change. The video linkups myself and extended family are able to have with my husband, coupled with risk assessed face to face visits have further helped us as a family stay connected.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you Rosemary for your kind review. We are pleased to hear how your husband enjoys the familiar faces he sees and that you feel able to give constructive feedback to the team and they action this well. We love having you as part of our Hartwood family.

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Review from Anne D (Daughter of Resident) published on 13 August 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
Throughout the lockdown period Mum has said "I'm definitely in the best place that I could be". All of the staff at Hartwood have kept Mum comfortable, safe, and happy. We have enjoyed twice-weekly video calls and weekly visits in the garden. The home have also been very creative in continuing to provide
activities and entertainment in a COVID safe way. Both Mum and I were kept up-to-date with the home's protocols for keeping COVID safe. The usual high standards of care, housekeeping and catering have been maintained during these surreal times. It was very comforting for me to know that Mum was happy and so well cared for. I cannot thank the staff at Hartwood House enough for the care they have given for the 6 years that Mum has been a resident.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you for your kind review. I’m so glad both yourself and Mum have felt reassured and safe during these difficult times. Six years. We are grateful for every single day you have been a part of our Hartwood Family.

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Review from Chris A (Son of Resident) published on 5 August 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
The care provided to my 86 year old mother has been consistently high since she arrived at Hartwood in April 2019. The professionalism of both the medical and administrative staff is very apparent. The everyday banter I have witnessed between the residents and staff makes for a comfortable, homely atmosphere.
As a visitor, I have also been impressed by the smiles and greetings you get from ALL the staff (not always the case in other care homes I have visited). The accommodation is of a high standard and well maintained and there is a good, imaginative range of activities on offer.
The response of Hartwood to the Covid-19 situation has been excellent and the staff were quick to organise Zoom/Skype sessions for residents and their families, followed by garden-based visits once the regulations allowed this to happen.
For relatives thinking about a placement, I would strongly recommend placing Hartwood House on any shortlist.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you so much for your kind words, Chris, this is much appreciated. We love having you all as part of our Hartwood House family.

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Review from Gillian B (Daughter of Resident) published on 3 March 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother lived very happily in Hartwood House for five years, reaching one hundred years, six months and eleven days. The care she received in her last weeks was wonderful. All the staff were so kind and gentle with her and did everything they could to keep her comfortable, clean and warm. Their patience
and affection for her were so much appreciated by her family. She literally thought of Hartwood as her home and from her first arrival to her final passing the care she received was unsurpassed. As well as the carers I must mention the catering department. Mum loved the food she was given every day and couldn’t speak highly enough of the excellent quality. Only in her last days when she could no longer manage to eat did she refuse what she was offered.
So thank you to the manager and your team for everything you did for her and the support you gave to us, her family. We will never forget your kindness.
Reply from Lian Beadell, Home Admissions Advisor at Hartwood House Care Home

Thank you for your review, we were delighted to care for your Mum and she will be missed very much.

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Review from G S (Resident) published on 13 December 2019 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I came to Hartwood House Care Home in February this year, and quickly felt at home and felt we would be happy here.
This was soon proven correct, the managers and staff are very kind, caring and friendly amongst themselves, which reflects well on us. Entertainment is good and varied, food is varied
and well prepared, gardens are well kept. Decor is pleasing, comfortable and bright, and kept very clean.
We are both happy to be residents.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you so much for your lovely review. We love having you both with us.

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Review from Sally W (Daughter of Resident) published on 12 December 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mum has been at Hartwood House Care Home for nearly three years. She is better now than before she went in. They really look after resident and family and friends.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you so much for your lovely review. We love having all of you as part of our Hartwood House family.

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Review from Fay M (Friend of Resident) published on 8 August 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Hartwood House is a pleasure to visit. All the residents are well looked after and always look happy and well cared for.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you, we always enjoy your visits and look forward to seeing you soon.

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Review from Hildegard C (Respite Resident) published on 24 July 2019 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
The first use of a care home so difficult to judge against others. Still very positive. The only issue was the night staff and no speed of reactions when called. All else very satisfactory.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you Hilly. Hope to see you again soon.

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Review from Pamela R (Respite Resident) published on 4 July 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My husband and I spent three weeks at Hartwood House whilst I recovered from a bad fall. The nurses and carers were outstanding and created a happy atmosphere, which contributed to my recovery.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you for your review and glad you are doing so much better. Hope to see you again soon.

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Review from E C (Daughter of Resident) published on 13 June 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Hartwood House is a beautiful place where everyone is happy and well cared for.
The surroundings and garden are just like a home environment.
Entertainment is available to residents twice daily should they wish.
Overall, a calm and happy place where residents are safe, secure and treated with dignity.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Such a lovely review thank you so much. We love having you all as part of our Hartwood Family.

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Review from Christopher G (Resident) published on 5 June 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
Throughout my stay at Hartwood House, I was treated with care and consideration. The staff were excellent, treating residents with a degree of kindness, patience, and professional competence that can only be admired - even in circumstances that were sometimes quite difficult.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you very much. We really enjoyed having you stay with us and really hope you will keep in touch and come visit us again soon.

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Review from V R (Wife of Resident) published on 24 April 2019 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I have found that Hartwood House provides a good service of care and I have been happy with the caring staff and the level of care my husband has received.
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Review from P R (Friend of Resident) published on 11 April 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
On every occasion that I have visited, I have found all the staff to be welcoming, smiley and approachable. The house itself is charming, very light and airy, with modern furnishings, and not at all redolent of an old person’s home! I know that the friend I visit is very happy there and admires the
staff for their friendly care and hard work.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you for your lovely review. Very kind of you.

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Review from D B (Son of Resident) published on 10 April 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mother is the second family member to be a resident at Hartwood House.
During these few years the care and attention the staff offer has not faulted, creating for me a confidence in care I can rely on.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you for this lovely review. Much appreciated.

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Review from Verna R (Resident) published on 1 April 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Marvellous. Staff were very friendly and helpful. I thought the whole experience was first class.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

Thank you very much for this lovely review.

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Review from Janice S (Daughter of Resident) published on 7 March 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
This is the first time my mother has been into respite care and it has been a very happy successful experience for both my mother and her family.
Reply from Sarah Gillett, Home Admissions Advisor at Hartwood House Care Home

We really loved having Mum with us and look forward to seeing you both again soon.

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Current Review Score: 9.9 (9.888)

Overview of Review Score

The Review Score of 9.9 (9.888) out of 10 for Hartwood House Care Home is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.9 out of 5 from 72 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 71 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 4.888 for Hartwood House Care Home is calculated as follows: ( (768 Excellents x 5) + (62 Goods x 4) + (15 Satisfactorys x 3) + (1 Poors x 2) ) ÷ 846 Ratings = 4.888
  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 Hartwood House Care Home is based on 71 positive Reviews in the last 24 months and is calculated as per below:

    The 5 points available are broken down as follows:

    1. 4 points are available for the first 10 Positive Reviews in the last 24 months; 3 points for the first Positive Review, and then 0.125 Points for each of the next four Positive Reviews and then 0.1 Points for the next five Positive Reviews. (1st = 3.000, 2nd = 0.125, 3rd = 0.125, 4th = 0.125, 5th = 0.125, 6th = 0.100, 7th = 0.100, 8th = 0.100, 9th = 0.100, 10th = 0.100) 3 + 0.125 + 0.125 + 0.125 + 0.125 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 4
    2. 1 point is available for the number of Positive Reviews reaching 20% of the registered maximum number of service users in the last 24 months. If this number is partially reached, then that proportion of 1 point is given. eg a Care Home registered for a maximum of 50 service users has to reach 10 Positive Reviews to receive 1 point, if it has 7 reviews it will receive 0.7 points. 20% of the 50 registered maximum number of service users is 10, which has been reached with 71 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: 30 Jun 2022

Overall Good

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

Bed Vacancies

Bed Vacancies

Posted: 14 hours ago

Limited availability, please contact for up to date information.

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Awards / Recognitions (9)

Meet the Team (5)

Gayle

Gayle Burn

Job Title: General Manager Joined: 2018

What I Do:
I am very proud to lead our lovely, dedicated team at Hartwood House. We have a wonderful team who make a real difference to the lives of residents living at Hartwood House. We put our residents first and provide a professional, friendly and supportive environment, ensuring our residents receive the highest level of care.


My Experience:
My nursing experience has been one of my great joys in life. I completed my adult nursing, psychiatric nursing, occupational health and midwifery training in South Africa. We moved to the UK in 1999, and I worked in the hospital setting in several roles and became Director of Nursing. We moved from London to Lyndhurst in 2018, and I joined Hartwood House. I have thoroughly enjoyed working at Hartwood House. Supporting the elderly and residents with dementia has brought another joyous dimension to my nursing experience.


About Me:
I enjoy living in the forest and the outdoors. My passion is my job, and working in the care industry has brought me great joy in my life.
My husband and I enjoy the outdoors and feel very privileged to live and work in such a beautiful part of the UK. I have a son and daughter, both of whom have entered the medical world. Our son is a Dr in research, and my daughter works for a medical consultant.
I believe that person-centred care is central to our residents, to deliver excellent care. Our relationship with our residents’ families and friends is also very important to support you in all aspects of your Loved ones’ life.

Vanessa

Vanessa Balme

Job Title: Deputy Manager Joined: 2024

What I do;
I am the deputy manager here at Hartwood House. I oversee all of the care for our residents and am in charge of all of the care team. I absolutely love my role and enjoy being hands-on and involved.


My experience;
I have worked in the care sector since 2007. I started off as a care assistant and eventually became a deputy manager.


About me;
I have 3 daughters and 5 grandchildren. I moved to Southampton in May 2023 to be near my daughters and grandchildren. I am originally from Leeds and spent the last 6 years living in Grantham, Lincolnshire.

Charlotte

Charlotte Dean

Job Title: Homes Admissions Advisor Joined: 2024

What I Do:
My role here at Hartwood House is to provide support to anyone enquiring about moving into care and the options that are available to them. I am here to provide as much help and information as possible, whilst supporting the resident and their loved ones. It is such a privilege to be able to help find a solution for families who are on such a difficult journey.


My Experience:
I have worked in the care sector now for 5 years and I absolutely love it. It is honestly such a rewarding job to be in, with this particular role being so varied and enjoyable. Previous to this I worked in hospitality, so have always loved being around people.

Demie

Demie Arnold

Job Title: Activities Lead Joined: 2022

What I do;
My role is to organise various activities within the home to suit our resident’s needs. It is my aim to bring as much fun and enjoyment to Hartwood as much as possible.


My experience;
I have worked in care for 10 years now, I was previously working as a Health care assistant in a nursing home, supporting people with Dementia and mental health conditions. I’ve always loved doing care work, to make a positive difference to someone’s life is a gift within itself.


About me;
I spend most of my weekends at wedding venues as a bridal makeup artist – I love make up and art, to me it is a form of self-expression. In my free time I love spending time with friends and family.

Daniel

Daniel Bree

Job Title: Head Chef Joined: 2014

What I do;
I ensure we prepare, cook and consistently serve delicious, nutritionally balanced food here at Hartwood House using fresh, seasonal ingredients. I’ve continued to enjoy my position for the past two and a half years and I love working here. What keeps me keen is sharing my love for food, as I understand the importance for our residents and staff to enjoy great meals!


My experience;
I have now been a Chef for over fifteen years, working in most industries from private, fine dining to large corporate contracts, gastro pubs and outside catering environments. In 2016, I was proud to be nominated and included in the top five for food in the Care Sector Awards. I also have an NVQ Level 3 advanced apprenticeship in professional cookery.


About me;
I love food, enjoy playing football and listening to music. My little boy keeps me busy and my wife runs her own baby swimming business. I often take our son along to her classes.

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