Colliers Croft

Please allow me to apologise unreservedly for the concerns you've raised. We haven't performed to the standards we set and I will address this with the relevant people. Unfortunately I cannot agree that the Manager said your father would have a home for life. Whilst that is what we hope, we aren't set up to care for residents whose condition deteriorates e.g. very high physical needs etc. When that presents we speak to relevant people e.g. relatives, social workers and hospital assessors who may advise that the resident be transferred to a nursing home that will be more suited to provide specialised nursing care and keep the person safe. On this occasion attempts were made to contact your brother by phone following an assessment from the hospital assessor. When these attempts failed, an email conversation followed and subsequently the hospital assessment was sent to your sister. I have tried to contact you today to discuss further. If you wish to discuss further please contact me.

Thank you so much for taking the time to share your touching review. We are deeply moved by your kind words and are truly grateful that you chose to share such a special and emotional moment with us.
It was our absolute privilege to welcome you, your sister, and your mother to Colliers Croft. We're especially proud to hear how one of our team members made a meaningful difference to your visit — ensuring your mother felt supported and both she and your auntie were treated with dignity, compassion, and warmth. Moments like these are at the heart of what we do.
Your comments are a testament to the dedication and kindness of our team, and we will make sure the staff member mentioned receives the recognition she deserves.
Thank you again for your kind words. We send our very best wishes to you and your family during this time.
Warm regards.

Thank you so much for your incredibly kind and thoughtful review. We are truly grateful that you took the time to share your experience of Colliers Croft.It means a great deal to hear how well your dad has settled in and that you feel confident in the care and support he is receiving. We are especially pleased that the team across all departments - from care and kitchen staff to reception and maintenance - have helped to make Colliers feel like a welcoming and safe home for your Dad and his family.Ensuring each resident is treated with dignity, respect, and personalised care is at the heart of everything we do, and it's wonderful to know that this has made a difference for your dad.Thank you again for your support.Kind regards - Operations Director

We always aim to provide the most individualised care possible. However, we are a residential care home and do not have nurses on staff. We assess referrals to ensure we can meet the individuals needs. Sometimes, a residents condition can deteriorate faster than expected, and they then require nursing care. When that happens, we contact the Local Authority, who begin the process of arranging a move to a nursing home. We have no control over the speed of this transfer, which is managed entirely by the Local Authority and can, regrettably, take months. There are times we may not meet the high standards we set for ourselves. When this happens, we apologise and use the feedback to make necessary improvements. We understand how upsetting the situation with Mr Ss father has been for him and his family. We offer our sincere apologies to Mr S and his family and genuinely wish them all the best for the future. Alison Brownbill, Operations Director

Thank you so much for your review. It means a great deal to know that your dad feels happy, safe, and well cared for at Colliers Croft.We understand how difficult the decision to move a loved one into care can be, so hearing that your dad has thrived and feels so positively about his home with us is incredibly rewarding for our whole team.We're especially pleased to hear your comments about our care and events teams - they work with dedication and compassion to make each day meaningful, and feedback like yours is a wonderful reminder of why we do what we do.Thank you again for your continued support. It's a privilege to care for your dad.Warm regards, Operations Director

Thank you so much for taking the time to leave such a detailed and thoughtful review.We are delighted to hear that your mum feels safe, comfortable, and well cared for. Providing peace of mind to families is important to us, so it's very encouraging to know you feel reassured by the care and communication from our team.We're also pleased that you value the regular GP visits, hairdressing and podiatry services, and the range of available activities we offer.Regarding your mum's concerns about the food, we truly appreciate you bringing this to our attention. We've had conversations with both your mum and you to better understand her preferences, and have worked closely with our kitchen team to ensure her individual tastes and dietary needs are taken into account going forward.Thank you again for your feedback and for your continued trust in us. We're always here to listen and improve wherever we can.Kind regards,Operations Director

We were upset when we read your review and apologise unreservedly for the upset we have caused. I have spoken with the registered manager and all relevant staff about your complaint and gone through this with them point by point. We have had staff meetings with all relevant staff where it has been made very clear to them that the issues you describe are unacceptable and certainly do not reflect the high standards that we aspire to. The staff member who spoke to you about your husband's accident obtained this information from a staff member who was in the vicinity when it occurred. We requested an appointment from your husband's GP, but as he was outside of their area, they were unable to visit. As he was on respite care with us we don't know why he was removed from their list. Once again, please accept our apologies. Thank you for your complaint - this will be used as a way of monitoring where and why we have fallen short and enable us to continuously improve our standards.

We are so pleased to hear that you're happy with your choice of Home and that Dad has settled in quickly and feels safe and comfortable. We take pride in going the extra mile for our residents both with regard to the meals provided and the environment. Thank you for your kind comments, they mean a lot to us and will be shared with our staff.

Thank you for your lovely compliments. They will be passed on to the team at Colliers and are sure to give them all a boost knowing their hard work is being recognised.

Thank you for your lovely words, Mona, they really are appreciated.
The message will be passed on to the team at Colliers and to the staff working hard on Maple Floor.

Hello Wendy,
Thank you for your complimentary words, they will give everyone at Colliers a boost - comments like this make all the hard work worthwhile!

Hi Deborah,
Thank you for your kind words, they're really appreciated. Everyone is absolutely delighted with five stars across the board.

Hi Debbie,
Thanks for your kind words, they're truly appreciated by the team at Colliers.
To think that you went from being understandably sceptical about putting your mum into care to a situation in which she didn't want to leave is exactly what our main aim is.