Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleOne star is too much if I could give zero I would!! Have contacted complaints department numerous times via calls and they have NEVER responded to the calls never contacted me to keep me updated on complaint nor have they called me to check on the welfare of my family member!! Shocking customer service if you wish for your family member to be well cared for with dignity and respect please avoid any dealings with this company
Lucy · 26 February 2025
Agent replied · 15 April 2025
Hi Lucy, we are sorry to read you review, we understand a call back has been arrange via email, if there is anything else we can help with please get in touch. Thanks, Barchester's Customer Feedback Team
★★★★★ 1/5
GoogleHad a complaint about my mother’s care - lack of care was acknowledged but only 200 pounds compensation offered. All her clothes were missing and that was our fault. The money would barely cover it. They didn’t care and took 20 business days to respond to each email.
Appalling service.
Mark · 15 August 2025
Agent replied · 13 November 2025
Hi Mark, thanks for taking the time to leave your review. We're sorry to hear you’re still unhappy after we responded to your complaints. We want to make sure we have enough time to investigate complaints thoroughly and we were grateful for your patience with this. We're disappointed your experience with the home and our process didn't meet your expectations, and as previously advised, you can find more details on our complaints process here: https://www.barchester.com/contact-us/complaints-and-compliments. Kind regards, Barchester’s Customer Feedback Team.
★★★★★ 1/5
GoogleTerrible experience at Sutton Valence Care Home. Booked a weeks respite for our mum, shown round the facilities and booked a room. On arrival the room smelt, the bathroom bin was still full up, the curtains were still drawn. We got mum settled, and tried the TV (very important as mum is immobile). It didn't work. We asked the caretaker who was very helpful and tried to sort it out. The dinner arrived cold - and grey, had to be returned. The Manager then stormed into the room with aggressive body language and demanded to know why we were unhappy. He was rude, belittling his staff, and behaving like a bully. All in front of our mum - who was supposed to stay in that environment. Needless to say, we took mum out the following day. Never in all our years of care have we experienced such a disgusting attitude. I would add the staff were very helpful, but the Manager was in a league of his own.
Selena · 16 April 2020
★★★★★ 1/5
GoogleImprove your care. Stronger vetting for your staff is needed. It’s just a job to them but to others they are supposed to be caring and looking out for their loved ones. Entire healthcare system both NHS & private needs an overhaul
Tommy · 21 May 2023
Agent replied · 23 August 2024
Hi T K D, Thank you for taking the time to write a review. If you have a loved one in one of our homes and would like to discuss anything further please contact the General Manager at the home or feedback@barchester.com. Kind Regards, Barchester’s Feedback Team
★★★★★ 1/5
GoogleImprove your care. Stronger vetting for your staff is needed. It’s just a job to them but to others they are supposed to be caring and looking out for their loved ones. Entire healthcare system both NHS & private needs an overhaul
The · 10 June 2022
Agent replied · 10 June 2024
Hi T K D, Thank you for taking the time to write a review. If you have a loved one in one of our homes and would like to discuss anything further please contact the General Manager at the home or feedback@barchester.com. Kind Regards, Barchester’s Feedback Team
★★★★★ 3/5
GoogleAs a regular visitor to Thackeray House I have noticed the rise in stress levels with the Carers. Often only 1 carer is left on the floor to serve meals and answer calls - something has got to give. We want more Carers throughout the day. We understand the reduction of staff is due to a Head Office directive - it is unsafe for our relatives in this sort of environment. It won't be just the staff leaving but your fee paying residents.. it's awful to witness the lack of consideration given to the staff. Visitors should be interviewed to tell you the reality of your directives. Please deal with the staffing issues THEY cannot cope with work levels especially between 11am and 3pm.
M · 16 April 2017
★★★★★ 1/5
GoogleCarer breaking lockdown rules and putting residents at risk. Rumours of staffs partners receiving the vaccine as well as the carer instead of the residents. Do the right thing and vaccinate the residents so they can see their families and be safe from staff that only care about themselves and doing all the things they want to do constantly throughout the entire pandemic. Reigate home.
Tasha · 21 May 2021
★★★★★ 5/5
GoogleThe Building looks great 👍. …
Honey · 14 February 2025
★★★★★ 1/5
GoogleAbsolutely appalling treatment of my father . See my post on the care home in question.. Barchester Mallard court , Bridlington. However, head office are who collects your money and gives you no answers let alone explanations. Barchester care group DO NOT CARE .
Michelle · 21 May 2022
★★★★★ 5/5
GoogleWe have partnered with Barchester Healthcare for over 3 years and all we need to say is that they are a pleasure to work with.
Their success year on year is clearly testament to their 'resident first' values and we would certainly recommend them.
Ideal · 16 April 2019
★★★★★ 1/5
GoogleVery poor care for my mother badly run home not enough carers. Budget not organised properly. Manager invisible no contact with residents. Needs hands on management. Very disappointing £1500 per week. Someone from head office needs to get this home organised properly.
Helene · 16 April 2019
★★★★★ 1/5
GoogleHorrific, disgusting principles, manifesting an inhumane quality of welfare throughout its portfolio of businesses.
Sean · 21 May 2022
★★★★★ 5/5
GoogleBeautiful home with the most wonderful staff ....go that extra mile .....always Ashlar House Epping .....Thank you
Elaine · 16 April 2020
★★★★★ 1/5
GoogleRude recruiting staff!
Steer clear stuck up little girl
Aysha · 10 June 2020
★★★★★ 1/5
GoogleDeeply unethical company.
Sasha · 21 May 2021
★★★★★ 5/5
GoogleRating only, no written review.
Seema · 25 April 2025
Agent replied · 20 May 2025
Hi Seema, thanks for taking the time to leave a review. Your feedback is really important and if you have any comments you would like to share, please email us at feedback@barchester.com. Kind regards, Barchester's Customer Feedback Team.
★★★★★ 5/5
Googlegreat work experience. would recommend 8/8
Will · 11 June 2018
★★★★★ 5/5
GoogleRating only, no written review.
Gunel · 21 May 2022
★★★★★ 3/5
GoogleRating only, no written review.
Booka · 11 June 2017
★★★★★ 3/5
GoogleRating only, no written review.
Booka · 16 April 2017
★★★★★ 5/5
GoogleRating only, no written review.
Nisbha · 16 April 2017
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.
