Chartwell Balmoral Retirement Community

UPDATED - Under Chartwell's ownership, this Retirement Home has gotten WORSE! Balmoral Place is a modern day version of a luxury 'jail'. The local staff, if they can retain them, are lovely and seem to be very caring. But the high turnover rate is an indicator of how poorly led this company is. From personal experience eating there prior to COVID, and throughout the pandemic as reported to our family, the food continues to be inadequate and unpalatable. A number of residents and their family members tried to work with management to get improvements after hearing that the raw food budget is less than what is legislated for LTC Homes and jails in Ontario, but to no avail. Do not believe what the brochures are telling you!

Additional Note July 2023: A group called 'Children of Balmoral residents' have formed a Facebook group to talk about issues that their loved ones are facing. Their requests for action by management have not been responded to and the food issues continue. High turnover of staff and running out of basic foods and menu item meals continuously. Poor quality ingredients, tiny portions, and inadequate food preparation.

We have friends whose parents used to be at Balmoral that found their loved ones living in filthy conditions. Deep cleaning is rarely (if ever) done, as staff have 16 minutes to clean each apartment per week, including the time it takes to do their laundry.

You may or may not have someone available to answer a call bell if your loved one has a fall, that is if the emergency call bell system is even working. Complaints to the RRHA go unanswered or they basically say that the meals provide the basics to sustain life, i.e. Our parents are not being starved.

Bottom line, until Chartwell starts caring about delivering what they promise to residents and families, their reputation in the community will continue to be terrible. Send your parents anywhere but here.

I recently moved my godfather into Balmoral and it is incredible. The staff are friendly and comforting and the residents are vibrant and busy enjoying the place. From the minute we walked in and now three weeks later, I continue to be impressed by the communications and the overall experience. This can be a very challenging and unsettling time but the people at Balmoral have made it easy. Thank you!

I have recently helped someone move in and the staff couldn't have been more helpful. From the initial tour to the move in and ever since, staff have shown to know the residents by name, be mindful of their needs and compassionate in their treatment.

Chartwell now owns Balmoral. We had hoped this change of ownership would bring improved food and services. This has not been the case - so far. My mother has been at Balmoral almost since it opened and it has not been a great experience. Let's break it down, 4 stars for the physical building, 1 star for service and the food is 0 stars. Medical services vary, Balmoral sends anyone in any distress to the hospital, it appears they do not provide medical care on site. Many of the staff are nice and we believe well meaning.
Several of us have met with Chartwell management team to try to affect change but the resident's satisfaction has not markedly changed.
1. We learned the raw food budget (RFB) is 7 dollars/day which is lower than regulated long term care and lower than Canadian prisons. Raglan operates with an average 12 dollars per day RFB. Don't believe the nice photos or the snacks served at open houses, the truth is many meals are inedible. We bring food to my mother and they order in food on a regular basis. This week the menu is pasta with no real protein available. We're still waiting for Chartwell to ACTUALLY improve food, enough lip service.
2. Cleanliness has become an issue. The cleaning is superficial, my mother's unit has never been deep cleaned in three years.
3. Promises not kept. Balmoral assured us the two vehicles would be available for in-town trips and excursions. The bus has never been operated despite my mother offering ideas for excursions to theatres and music events. The van is available with very limited hours.
4. Physical fitness and social during COVID. While other retirement facilities found ways to keep residents active Balmoral has simply closed all facilities and programs. Despite all residents having been vaccinated.
5. Staff turnover. So many staff changes over the years. We're on GM #7.

Balmoral is a privately owned retirement facility that is motivated solely by their bottom line, cutting costs helps the Chartwell investors, not the residents. Do your own research, talk to residents and seek out the children of the residents for the real story. At this time I cannot recommend Balmoral.

Four stars - yes, that's what I am giving Balmoral. I moved my mom into the Assisted Living Floor during COVID 'times' in November 2020. Unfortunately, she was not able to experience all the activities due to the lockdowns in the past 3 years, but she was given the best care a family should expect when we move our parents, who are close to needing Long Term Care, into an Assisted Living suite. Often families' expectations are somewhat unrealistic with the service they feel they are paying for. If we were still in Toronto, we would have been charged for every extra item (i.e. Food trays in room) my Mom received. My Mom was able to get into a Long Term Care Facility this month. We now realize we were pushing the system with the Assisted Living floor.

Balmoral is a beautiful place for family to visit. Great grandchildren love the mini-putt! My mom always said 'yes' to going out in the bus in her wheel chair for ice cream in Thornbury or Sunset Point. Unfortunately, she didn't remember (due to dementia) but pictures are proof of the care she received.

If I could give a 0 star I would. One word for anyone thinking of putting their loved one in this home ~ RUN!

Update: Oct 13,2022. When you think the food can’t get any worse…. Under Chartwell it has! Just horrible!

Unfortunately I can’t give zero stars but if I could that would be my selection.

My father-in-law is one of the most amazing and caring individuals that I know. He has worked extremely hard through his life and I can’t describe in words how disappointed I am with the owners and management of Balmoral Place Collingwood.

I want to start off by saying that anyone reading this review and is considering this facility really needs to do a thorough review before making a final decision. The sales pitch and promises made during the introduction are not completely accurate. The facility itself is quite beautiful and several of the staff are hard working and amazing. But before you make any final decision I suggest you talk to some of the residents. The food given to the residents is absolutely horrible. If you think you will be provided fresh fruits and vegetables, that isn’t going to happen. Many of the meals are simply inedible.

I could continue about some of the other promises not fulfilled but the bottom line is that you should give serious consideration about this facility before committing to moving in.

Again you will see a very nice facility however don’t take any promises made as completely factual.

Be careful when considering this place. I don’t want to see anyone else facing what my father in law faces everyday. Do your research and consider everything carefully.

There are so many issues, where to even start? They advertise incredible food plans and photos and yet the reality is sub par with mostly promises to change in the future. Residents are still waiting on the new Spring Summer menu and it's June. Terrible turn over and efforts by some great staff are clearly going on deaf ears at the CEO level. It's crazy to me that they aren't making simple changes that would benefit their own community.

Absolutely Awful. Do not even think about it. Has caused our family so much stress since my grandmother became a resident. Nice Rec therapist and some of the staff do their best. She has enjoyed meeting other residents. However empty promises, continuous unanswered questions, a complete lack of care and respect for the residents is the common theme.

A great place for seniors. The staff give you your freedom, but know when to step up to the plate. All the staff are amazing. I totally would recommend it.

I would like to say Thank You for looking after my father. He has no issues with his home. Everyone I have met there is very helpful and nice. Especially, with the added stress of Covid. Thank you from the Rostie Family!