Information for Visitors

Welcome, we have prepared this guide to ensure that your visit to our Homes is as safe as possible for you, our staff and, most importantly, the residents who live there.


Fire Safety

In the interests of fire safety, we ask all visitors to ensure that they sign in and out of the Visitors Book located in the entrance lobby. This is to ensure that, in the unlikely event of evacuation of the Home being necessary due to a fire, we can quickly ascertain which visitors are in the Home.

We respectfully remind you that smoking anywhere in the Home is strictly prohibited, and that visitors should only smoke in the designated smoking areas outside in the gardens. We also ask that you do not burn candles or incense sticks within the Home.

In the event of the fire alarm sounding, please remain where you are and await further instructions from members of staff. While the alarm is sounding, we are checking the building to ensure that the fire alarms were not activated due to a fire. In the event of a fire, please follow the instructions of members of staff during this time which may include evacuation of the Home. In the event of evacuation being necessary, the assembly point is the car park area to the front of the Home which is clearly signposted.

health and safety warning sign

Health and Safety

Please ensure the front door is closed properly when you enter and leave the Home. This is to prevent unauthorised access to the building, but also to ensure that some of our more vulnerable Residents do not leave the Home without staff being aware.

If you have an accident or injury while visiting the Home, please let a member of staff know immediately.

You are reminded that it is an offence under the Health and Safety at Work Act to interfere with equipment including fire extinguishers which has been provided in the interests of Health and Safety.

Please take extra care if visiting with young children and make sure they are well supervised around the Home. Extra care should be taken when outside the Home, particularly in the gardens as there are slopes, steps and water features.


Infection Prevention and Control

On entering and leaving the Home, we recommend that you use the hand sanitisers which are located in reception and at other points around the Home.

There are a number of areas of the Home that are designated as restricted areas including the kitchen and laundry. We respectfully ask visitors to the Home not to access these areas. If you require assistance from the catering or laundry staff, please see any member of staff who will be pleased to help you.

We welcome visits from our four-legged friends and other pets. However, please discuss such visits with the Home Manager and ensure the animal visiting is in good health, is kept under strict control and is not permitted to enter the kitchen or dining areas of the Home. Please report any little ‘accidents’ to a member of staff immediately.

In order to reduce the risk of cross infection, we respectfully ask you not to visit the Home if you have coughs, colds, diarrhoea, vomiting or similar symptoms.


Concerns and Safeguarding

Occasionally things don’t go according to plan, and although we strive for excellence there may be an instance when something goes wrong. If you are concerned about any aspect of care or have any other comments or suggestions in respect of the Home, please see the nurse in charge. A copy of our complaints policy is available in reception.

We have a zero tolerance approach to all forms of abuse. If you suspect abuse is happening in the Home, please contact the nurse in charge or Home Manager without delay. Alternatively, you can contact our local social services team (their contact details are shown below) or the Care Quality Commission on 03000 616161.

We hope you enjoy your visit.

We’re always looking for ways to improve our service – please feel free to complete one of our comment cards if you have any suggestions or comments to make, or you can email us:

Alternatively, you can contact your local Social Services team.
Fairlie House: Lambeth Social Services, 020 7926 5555
Highfield House: Croydon Social Services, 020 8726 6500