Haven Residential Care Home – Sanctuary Care
At a Glance
The information you need to decide whether this home warrants a closer look.
Residential homes
Staff warmth score
of reviewers answered yes
Good to know
- Registered beds30
- SpecialismsCaring for adults over 65 yrs, Dementia
- Last inspected2019-05-02
- Activities programmeThe cleanliness at Haven really stands out. Visitor after visitor describes the home as spotless and well-maintained — the kind of detail that speaks volumes about daily standards. While one visitor wondered about the structure of afternoon activities after noticing residents seemed quiet in the lounges, the overall impression is of a home that takes pride in its environment.
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The Evidence
What the review data, the inspection reports, and the dementia-care evidence base tell us about this home.
What families say
Visitors regularly mention how approachable and responsive the staff are here. Family members talk about feeling genuinely welcomed when they visit, and they've noticed how staff interact warmly with residents throughout the day. The home has even hosted special celebrations for residents' milestones, showing they understand the importance of marking life's moments.
Based on 27 Google reviews · 0 reviews on carehome.co.uk · most recent 2026-04-10
The eight family priority themes
- Staff warmth72
- Compassion & dignity72
- Cleanliness68
- Activities & engagement82
- Food quality60
- Healthcare65
- Management & leadership70
- Resident happiness72
What inspectors found
Inspected 2019-05-02 · Report published 2019-05-02 · Inspected 1 times in the last three years
Is this home safe?
{"found":"The home received a Good rating for Safe at the December 2018 inspection. This indicates that inspectors did not find significant concerns about staffing levels, medicines management, or infection control at that time. The published summary does not include specific observations about night staffing numbers, agency staff use, or how the home logged and learned from falls or other incidents. The 30-bed size means a relatively small permanent team, which can be a strength for consistency but also means any staff absence can have a noticeable impact.","quotes":[],"family_meaning":"A Good Safe rating is reassuring, but it reflects conditions in December 2018. The Good Practice evidence base identifies night staffing as the point where safety most commonly slips in smaller care homes, and the published findings give no detail on overnight cover for these 30 residents. Families in our review data consistently name staff attentiveness as one of their top concerns, accounting for 14% of positive reviews when it goes well. You cannot verify this from the published report alone. When you visit, ask the manager directly: how many staff are on duty overnight, and what is the ratio of permanent to agency staff on those shifts?","evidence_base":"The IFF Research and Leeds Beckett rapid evidence review found that agency staff reliance is one of the most consistent predictors of poorer safety outcomes in dementia care homes, primarily because people with dementia rely on familiarity and consistent relationships to feel secure and to communicate their needs.","watch_out":"Ask the manager to show you the actual staffing rota for the past two weeks, not a template. Count how many shifts were covered by permanent staff versus agency workers, and specifically check what overnight cover looks like."}
Is the care effective?
{"found":"The home received a Good rating for Effective at the December 2018 inspection. This indicates that staff training and care planning met the required standard at the time. The home is registered as a dementia specialist, which means inspectors will have looked at whether staff had dementia-specific training. The published summary does not describe the content or recency of that training, how frequently care plans were reviewed, or how food and nutrition needs were assessed and met.","quotes":[],"family_meaning":"For a parent with dementia, the quality of staff training is not a box-ticking exercise. It determines whether a staff member can recognise that your mum is in pain when she cannot say so, or understand why your dad is becoming distressed at a particular time of day. Our Good Practice evidence base found that dementia-specific training focused on communication, behaviour as an expression of unmet need, and person-centred approaches produces measurably better outcomes. A Good rating for Effective tells you the basics were in place in 2018. Ask the manager what training staff have completed since then and how recently it was refreshed.","evidence_base":"The Leeds Beckett rapid evidence review found that care plans functioning as genuinely living documents, updated after every significant change in a resident's condition or preferences, are one of the strongest predictors of good outcomes for people living with dementia in residential settings.","watch_out":"Ask the manager: how often are care plans reviewed, and can you show me an example of how a plan was updated when a resident's needs changed? Also ask what dementia training staff completed in the past 12 months and who delivered it."}
Is this home caring?
{"found":"The home received a Good rating for Caring at the December 2018 inspection. This indicates that inspectors were satisfied that staff treated residents with dignity and respect. The published summary does not include specific observations, such as whether staff used residents' preferred names, whether personal care was carried out without rushing, or how staff responded when a resident became distressed. No resident or relative quotes from the inspection are included in the published findings.","quotes":[],"family_meaning":"Staff warmth is the single most important factor in family satisfaction, mentioned in 57.3% of positive reviews in our data. Compassion and dignity come a close second at 55.2%. A Good Caring rating confirms inspectors found no failures in this area, but it does not tell you whether the warmth you see on a first visit is typical or performed for visitors. The Good Practice evidence base emphasises that non-verbal communication, how a carer approaches your mum, whether they make eye contact, whether they move at her pace rather than their own, matters as much as what they say. Observe this yourself when you visit. Watch how staff interact with residents in corridors and communal areas when they do not know you are watching.","evidence_base":"The IFF Research evidence review identified that person-centred care, defined as knowing each individual's history, preferences, and communication style, is the factor most strongly associated with residents' sense of wellbeing and security in dementia care settings.","watch_out":"When you visit, arrive a little early and sit in a communal area before your formal tour. Notice whether staff address residents by name, whether interactions feel unhurried, and how a member of staff responds if a resident appears confused or unsettled."}
Is the home responsive?
{"found":"The home received an Outstanding rating for Responsive at the December 2018 inspection. This is the most significant finding in the report. An Outstanding in this domain means inspectors found that the home went well beyond standard expectations in tailoring care and daily life to the individual needs and preferences of the people who live there. It typically reflects strong care planning that captures personal histories and interests, a varied and genuinely individualised activity programme, and evidence that residents' voices influence how the home operates. The published summary does not reproduce the specific examples inspectors cited, but the rating itself is meaningful.","quotes":[],"family_meaning":"Our family review data shows that activities and engagement account for 21.4% of positive reviews, and resident happiness for 27.1%. An Outstanding Responsive rating is the inspection system's strongest signal that a home is doing something genuinely well in these areas. For a parent with dementia, meaningful activity is not optional; the Good Practice evidence base identifies purposeful engagement, including everyday tasks, sensory activities, and one-to-one time for those who cannot join groups, as one of the most effective ways to reduce distress and maintain wellbeing. The caveat is that this was assessed in 2018. Ask whether the activities coordinator is still in post and what a typical week looks like now.","evidence_base":"The Leeds Beckett rapid evidence review found strong evidence that Montessori-based and individually tailored activity approaches, including familiar household tasks and sensory engagement, significantly reduce anxiety and improve quality of life for people living with dementia, particularly when activities are offered one-to-one rather than only in groups.","watch_out":"Ask to see the activities programme for the past two weeks, not a printed template. Then ask specifically: what do staff do to engage a resident who cannot or does not want to join group activities? The answer to that second question will tell you a great deal about how seriously the home takes individual engagement."}
Is the home well-led?
{"found":"The home received a Good rating for Well-led at the December 2018 inspection. The registered manager at the time of inspection is named as Reanne Sheila Sexton, with Louise Palmer as the nominated individual for the provider, Sanctuary Care Limited. A Good Well-led rating indicates that inspectors found adequate governance, oversight, and a positive culture at the time. The published summary does not describe the manager's visibility or approachability, how staff were supported, or how the home responded to complaints.","quotes":[],"family_meaning":"Our Good Practice evidence base identifies leadership stability as one of the strongest predictors of quality over time in care homes. A home with a consistent, visible manager who staff know and trust tends to maintain standards; a home with frequent management changes tends to decline. The inspection is now more than five years old, which means management may have changed since 2018. Our family review data shows that communication with families is mentioned in 11.5% of positive reviews, meaning that when families feel kept informed and involved, it matters significantly. Ask who the current registered manager is, how long they have been in post, and how the home communicates with families when something changes.","evidence_base":"The IFF Research and Leeds Beckett evidence review found that homes with stable, empowering leadership, where staff feel able to raise concerns without fear, consistently outperform homes where management is distant or frequently changing, regardless of their ratings at any single point in time.","watch_out":"Ask the manager how long they have been in their current role and whether the same provider, Sanctuary Care Limited, still runs the home. Then ask: if something happened to my parent overnight, how and when would you contact me? A specific, confident answer suggests communication systems are genuinely in place."}
Source: CQC inspection report →
What the evidence base says
Against the DCC Good Practice in Dementia Care standards, this home’s evidence aligns most strongly on Haven provides residential care for people aged over 65, with specific experience in supporting those living with dementia.. Gaps or open questions remain on While the home lists dementia care as a specialism, visitors haven't shared specific details about their dementia support approaches. This is something you might want to explore when you visit, particularly if you're looking for information about their memory care programmes or specialised activities. — areas worth probing directly during a visit.
The DCC Verdict
Our editorial view, built from the three lenses: what families tell us, what inspectors record, and how the home sits against good dementia-care practice.
DCC Family Score
Haven Residential Care Home scores 74 out of 100, reflecting a solid Good rating across most areas and an Outstanding rating for responsiveness to residents' individual needs. Scores are constrained by the age of the inspection, which took place in December 2018, meaning several areas cannot be verified from current published evidence.
Homes in London typically score 68–82.The three-lens summary
What families tell us
Visitors regularly mention how approachable and responsive the staff are here. Family members talk about feeling genuinely welcomed when they visit, and they've noticed how staff interact warmly with residents throughout the day. The home has even hosted special celebrations for residents' milestones, showing they understand the importance of marking life's moments.
What inspectors have recorded
Family members express straightforward satisfaction with the care their relatives receive here. The staff team appears consistently friendly and attentive to both residents and their visitors, creating an atmosphere where families feel their loved ones are in good hands.
How it sits against good practice
Sometimes the simplest observations tell you the most — a genuinely friendly team and a spotlessly clean home are foundations that everything else builds on.
Worth a visit
Haven Residential Care Home, a 30-bed home in Pinner specialising in dementia and older adult care, was rated Good overall at its inspection in December 2018, with an Outstanding rating for Responsive care. That Outstanding rating is the most significant finding here: inspectors award it only when they find that a home goes well beyond minimum standards in tailoring care to the individual needs, preferences, and personalities of the people who live there. The remaining four domains, Safe, Effective, Caring, and Well-led, were all rated Good, indicating a broadly sound and competent home at the time of inspection. The most important caveat is the age of this report. The inspection took place in December 2018 and was published in May 2019. A review in July 2023 found no evidence requiring a reassessment, but that is not the same as a fresh inspection. Staff, management, and ownership arrangements may have changed in the intervening years. On a visit, ask to speak with the current registered manager and find out how long they have been in post. Ask to see the most recent internal quality audit, the current staffing rota including nights, and an example of how the home has responded to a complaint or incident in the past six months. These questions will tell you far more about the home today than a 2018 inspection report can.
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In Their Own Words
How Haven Residential Care Home – Sanctuary Care describes itself — collected from its own website. DCC has not edited or independently verified the content in this tab.
Where warmth and spotless care meet in Pinner
Haven Residential Care Home – Expert Care in Pinner
Families visiting Haven Residential Care Home in Pinner often comment on two things that matter deeply: the genuine friendliness of the staff and how immaculately clean everything is. This care home provides residential support for people over 65, including those living with dementia. When you're looking for somewhere that feels welcoming from the moment you walk through the door, these consistent observations from visitors paint an encouraging picture.
Who they care for
Haven provides residential care for people aged over 65, with specific experience in supporting those living with dementia.
While the home lists dementia care as a specialism, visitors haven't shared specific details about their dementia support approaches. This is something you might want to explore when you visit, particularly if you're looking for information about their memory care programmes or specialised activities.
Management & ethos
Family members express straightforward satisfaction with the care their relatives receive here. The staff team appears consistently friendly and attentive to both residents and their visitors, creating an atmosphere where families feel their loved ones are in good hands.
The home & environment
The cleanliness at Haven really stands out. Visitor after visitor describes the home as spotless and well-maintained — the kind of detail that speaks volumes about daily standards. While one visitor wondered about the structure of afternoon activities after noticing residents seemed quiet in the lounges, the overall impression is of a home that takes pride in its environment.
“Sometimes the simplest observations tell you the most — a genuinely friendly team and a spotlessly clean home are foundations that everything else builds on.”
DCC does not edit or curate content in this tab. For independently curated information, see The Evidence and DCC Verdict.
