Trusted Agent profile · Folkestone and Hythe
★★★★★
687 reviews across 2 platforms
18 Turketel Road, Kent, CT20 2PA, Folkestone and Hythe, CT20 2PA
Cromwell Properties's office in Folkestone and Hythe, at 18 Turketel Road, is rated 4.7 out of 5 across 687 reviews on two platforms, including 1 Google review rated 4.0.
Every review we hold for the Folkestone and Hythe office, from every platform, shown as written. First names only.
5/5
TrustpilotExcellent service, thank you.
I was really surprised to discover that Carehome.Co.Uk offer a service to help find a suitable care home. I’m so pleased I tried it. Dawn was excellent! She carefully listened to mum’s needs and my concerns & hopes, then contacted possible care homes on my behalf, then they got in touch with me. It made my search so much easier. Thank you Dawn!
5/5
TrustpilotHolly was incredibly helpful and did a…
Holly was incredibly helpful and did a fantastic job of finding the info I needed. carehome.co.uk are an excellent resource and would be my first port of call should I need further such help in the future.
1/5
TrustpilotCarers Want Competence
Carers Want CompetenceNot recommended to look at homecare.co.uk for care reviews.They don't allow descriptively transparent reviews anyway. Many other 'review' sites are the same - far too ethical to allow open descriptions.Below is a review of 'Farecare', Cheltenham, from 2017. Still the same owner/managers - so don't expect anything other than abusive language from Natasha (the owner) if you raise concerns. Any complaints are dealt with her boyfriend (Josh Parkman) who obviously wouldn't want to upset Natasha."Slamming of doors and shouting. Swearing at service user. Looking through personal paperwork. Insensitive to a dementia service users feelings and emotions, saying "your Mother is dead". Continuing to send staff who were complained about. Breaching statutory confidentiality code of practice procedure. Fed uncooked chicken, no other food with it. Choking unnoticed whilst carer messing about on the phone (care plan clearly states "risk of choking"). Not washing personal areas. Dismissive attitude. Fail to respond complaints concerns No responses to emails and to 'on-call'. No notification of late or early visits, more than one hour late or early. Shorter visits than specified. Change of visit no notice. Missed visits. Persistent incorrect administer medication and failure to administer. Fail to document falls. Fail to follow up concerns. Conceal evidence of fall in shower. Abusive manager/owner. Frequently leaving faeces. Covering urine soaked incontinence sheets under duvet. Ignore O/T advice. Attempting to conceal evidence of accident. Deception for financial gain, waking nights.Totally unbelievable how CQC and Cheltenham adult social services ignored concerns about this domiciliary care company's management. Whilst many of the care workers were decent compassionate people, the management absolutely stinks. Just type in Farecare (or Scarecare) Carers Want Competence FB page and see what comes up. You will be disgusted.
1/5
TrustpilotCarehome.co.uk wrongly claimed I submitted a review
My wife received an email yesterday thanking her for leaving a care home review on carehome.co.uk that had now been published. She had never heard of the carehome in the review title and has never submitted any care home reviews.She received an email five days earlier asking her to confirm that she had submitted a review and that it would be published only if she provided such confirmation. She ignored this email believing it was a scam. The purported review was very positive. The second email then stated that the review had now been published.Concerned, she telephoned carehome.co.uk and asked for any review falsely purporting to come from her to be removed.UPDATE 17/3/23:We thank carehome.co.uk for their reply and for removing the review that we did not write. However, they did not explained how they came to publish the review despite us not confirming their emailed safeguard request to do so. The safeguard failed.
Dear Mr Hemming, Thank you for leaving your review. After investigating this issue, we have discovered that the relative of a resident at this care home completed a review, but accidentally misspelt her email address, inadvertently using your wife’s email address. We have now identified the correct reviewer, and removed your wife’s email address from our records.We would like to apologise for the inconvenience and upset that this incident has caused to you and your wife.carehome.co.uk
1/5
TrustpilotMy elderly 99 year old was in a home …
My elderly 99 year old was in a home between 9.4 19 till the time of her dealth which was on the 23.6.19. What i witnessed was disgusting as i was there every day. I am a nurse and the care was appalling. Soon as i started to complain my mothers care deteriorated. the social services was involved as she developed category 3 pressure sores. and this showed that she was partially neglected. I contacted the this site and wrote a complaint and was told that what i have written is too factual and it cannot be published. I could not believe what i was told . I challenged this with the manager that this is wrong . And this is what i was told. I advised her that while i was looking for a home for my mother i looked at this nursing home and was swayed by what i thought legitimate and honest comment. I advised her that this is not honest and in actual fact misleading the public . I agree ,do not believe these reviews on the homes as they only publish positive . it is absolutely disgusting that elderly people are not protected from the establishments that is meant to safe guard them. if anyone wants to chat about this further i am happy to do this . there has to be something that can be done about this .We are sorry that you are disappointed with your experience of Carehome.co.uk website. Carehome.co.uk accept and publish both negative and positive reviews. All reviews must comply with our review policy. Our review policy requires all reviews to be about care experiences within the last 12 months. In this instance, your review was about an experience over 12 months ago, and therefore we were unable to publish your review.I have had a response from the carehome reviewsyou have mentioned that you provide negative as well as positive reviews. Mine was negative so why did you not publish my review that told the truth . You have answered similar questions to to mine in trust pilot and they say the same thing . it is quite clear that they have all experience the same thing as i have done . As i said to the manager everyone has different experiences and it is great that every comment is positive . But i did not . we all have a duty of care to protect the vulnerable . I notified your department in good time in the beginning. so why did you not publish my experience.
5/5
TrustpilotVery thorough and helpful response from…
Very thorough and helpful response from Kerry Wood. It was so supportive to be sent a shortlist of care homes in two areas. Kerry was really efficient, responding quickly to requests. Thank you.
5/5
TrustpilotGreat staff and experience
Kerry was extremely helpful and undertaking. She listened when needed and asked all the right questions. She was very primpty in her replies and did everything she said she would for me
1/5
TrustpilotCQC is a far more reliable source
Beware. Carehome.co.uk is essentially funded by care Home looking to promote their services. Which would explain why the vast majority of reviews are so positive and rating scores so high. Whilst trying to find a suitable care home for my mother in Worcestershire, I can confidently say that very few should be receiving the regular 9.9/10 scores given. Indeed, after two poor experiences, each with a very high score, I provided a review which was not published for reasons that were unclear.Furthermore, I would very carefully assess the services that are promoted by some providers, especially for dementia - many claim to cater for it but in reality are unable to do so, and the worst thing possible is to move a loved one with dementia after a short period of time.I would recommend the Care Quality Commission (CQC) as a much more reliable and independently verified source of professional assessment.
Dear Mr Baxter,Thank you for your review of carehome.co.uk.The reason that we were unfortunately unable to publish your review which was submitted to carehome.co.uk in March 2022, was that your connection to the care home at the time of submitting your review, was as a potential service user. Our review policy currently states that a reviewer must have directly experienced the care provided by the care home and, as well as writing a review comment, be able to rate the home on the majority of the 12 ratings given. These include rooms, food and drink, cleanliness and activities. We believe that this is valuable information to give a complete picture for future care-seekers.However, we are continually reviewing our policy and we do take your comments on board and thank you for your valuable feedback of your experience in using carehome.co.uk. I would also like to reassure you that Carehome.co.uk does include negative reviews. The moderation process is the same for homes with which we have a commercial relationship (enhanced website presence and advertising) and those with whom we don’t and includes authenticating positive reviews to ensure they are genuine.carehome.co.uk
5/5
TrustpilotI didn’t know where to begin when…
I didn’t know where to begin when looking at a carehome for my uncle but Kerry was amazing. Contact was on point & efficient. Unfortunately I had to put ahold on her good work but I know I can just go back to them & pick up where I left off. What a great & helpful team, thank you.
5/5
TrustpilotVery prompt responses and helpful advice
3/5
TrustpilotHelpful but not definitive
Sorry to hear that we weren't able to provide a definitive answer for you on this occasion. If you’d like to dig into things further or need any additional support, please feel free to reach out again - we’d be very happy to help.
5/5
TrustpilotA likely quick solution to a difficult problem…
My brief was very quickly followed up with a list of care homes that might be able to cope with my wife's particular needs. Three let me know very quickly that either they were not suitable or had no vacancies but the nearest of those on your list, and the first to be visited, would seem to be absolutely ideal. An assessment is going to be carried out on Monday morning and I am optimistic of a deal being offered. If it is, it will be quickly accepted without further visits. It would seem to be a quick and ideal solution to a difficult problem.
5/5
TrustpilotBrilliant service
Spoke to Laura who was extremely helpful in enabling us to find a local care home for 3 weeks respite for an elderly aunt. She also emailed information with regards what we should be looking for and questions to ask,Would recommend their brilliant service which is free.Keith
5/5
TrustpilotI would recommend Carehome.co.uk highly
I would recommend this service highly. It was easy and straight forward fill in my father's details, which carehome.co.uk then processed. A lovely lady Janene then got in touch by phone to ask more information needed, and she then did the hard work for me. She looked for local Care Homes that would suit my Dads needs, and got in touch with them via email. I received a shortlist which saved me a lot of work. Two homes for back in touch directly with me. The whole service is free, efficient and saved time. It definitely took a stressful process, for me, and made it easier.
5/5
TrustpilotI wasn’t aware of the support I could…
I wasn’t aware of the support I could receive in finding a suitable care home for my elderly relative. It was causing me stress and worry thinking I’d have to make so many calls to prospective homes but care home.co.uk made it easy, they listened to what I needed and showed empathy in appreciating my emotional situation and then behind the scenes I received so many calls and emails from care homes who had the necessary skill sets to look after Nan it was really helpful.
5/5
TrustpilotVery good site
Very good site. There were so many care home, on offer in the area we were looking for, half of them we did not know existed. We visited lots of them.Found the ideal home in the end
Hi Brenda,We are pleased you managed to find the ideal home. At carehome.co.uk we believe it is important to list all of the care homes, so that you, the care seeker, have all of the homes to consider. Thanks for the great reviewcarehome.co.uk
5/5
TrustpilotI was a cold caller enquiring about…
I was a cold caller enquiring about nursing/care homes in Wales (for a relative), I live in England. This is unknown ground to me, where does one start!Kerry was extremely helpful with explanations on various issues. She also has taken the trouble to send a follow-up email inviting me to contact her when I need further help. Thank you Sue
5/5
TrustpilotI was at my wits end
I was at my wits end. I needed more than just a nursing care home. I'd searched online but couldn't find an easy way to filter my mum's very specific needs. I was using care home.co.uk and it was good, but then I saw the opportunity to talk to someone, explain exactly what I needed and very quickly I was provided with a bespoke list of places that could meet mum's needs. Thanks to the team, I was armed with the right information. Thank you!!!!
5/5
TrustpilotFirst Rate Support
I received a phone call from a member of the care home team the day after I requested their support. She gathered a lot of relevant information and was kind, helpful and respectful at all times. Within 1 hour of our conversation she had emailed me with 6 possible care homes within my suggested travelling distance, that could meet my aunt's needs. By the end of the same day I had received emails from 2 of the homes and the next day I had a phone call from another. The following week I received a follow up email asking how things were going and was there anything else she could do to help.I had gone from feeling overwhelmed by the situation and not knowing where to start to feeling very supported and secure in the knowledge that someone was there waiting to help if they could.
5/5
TrustpilotExcellent Service
Laura was an excellent communicator, with a great knowledge of care homes information.She emailed me the shortlist within a few days, and followed up by email.Laura is very professional and efficient she is an asset to your company.
5/5
TrustpilotDawn was extremely helpful
Dawn was extremely helpful, she assessed what we needed and quickly put together a list of suitable care homes. She then checked regularly to make sure that the process was working and to ask whether we didn't need any further support. I was very grateful for and impressed by her help.
5/5
TrustpilotReally helped to find the right home…
Really helped to find the right home for mum by listening to her needs and then contacting appropriate care homes with spaces for me.
5/5
TrustpilotI work for Paragon skills delivering…
I work for Paragon skills delivering apprenticeships,to care staff. I visited Tanglewood care home this week and was impressed with the whole home, the home is not all glitz and glamour like some of the homes I visit but it is clean tidy and well ran. This home has a homely feel to it and that was evident.The staff are kind and compassionate, the residents look cared for and happy and the food looked and smelt beautiful. Lunchtime ran like clockwork and staff were attentive to the residents needs , no one was left waiting and drinks were offered throughout service.The gardens are well maintained and litter free All in all a beautiful home and made me proud to work within the care sector❤️
1/5
TrustpilotThis company’s reviews do not reflect the truth
Do not trust reviews on carehome.co.uk I have submitted the following review to them about Brantwood Hall Care Home, Wakefield…‘Unbelievably terrible care home. Did not tell next of kin when resident died there. When next of kin eventually found out about death (after missing funeral), the area manager refused to provide information about the circumstances of the death and said the next of kin was not on record as being so. This is despite an employee of the home, prior to the resident’s death, leaving a voicemail (which has been retained and still exists) on the next of kin’s phone identifying her as such. Months later the home have offered no explanation for why the next of kin was not told the resident was ill and dying/had died. AVOID AVOID AVOID’Carehome.co.uk are refusing to publish the review on the ground that we (the relatives of the resident) have not visited the care home in the last 12 months. Our complaint relates to the fact that our relative died and the care home did not tell the next of kin she was ill/dying or that she had died. We found out by chance over 12 months later after a gift to our relative was returned (one of a number of gifts that had been sent since her death). Our complaint has therefore arisen months after our relative has died and we have had no reason to visit the home in the last 12 months (as our relative has not resided there within this timeframe due to her being deceased). I have been told by carehome.co.uk that there are “no exceptions” to their self-made 12 month rule regarding publishing reviews. This is despite the fact that my review is extremely current and reflects contemporary, substandard practice at Brantwood Hall Care Home.The policy of carehome.co.uk that a review can only be published if the reviewer has visited the home within 12 months is extremely unhelpful and wholly inadequate for people who are in the process of trying to find a care home they can trust to provide good care for their loved ones/relatives.
Dear Rachael,Firstly, I would like to say how sorry I am about the loss of your relative in 2020 and the experience you had with the care home over a year later, when you found out they had passed away.We believe it is important that a reviewer or their loved one has been provided care by the care home in the last 12 months. Trustpilot, and other review sites have similar rules.I can see from our system that we did try to explain this to you on the phone and I’m sorry you were disappointed with our response.Kind regards,Carehome.co.uk
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
