Last 90 days, 14 Jul 2026 to 12 Oct 2026
Larchfield Living
What customers said at 7 locations, what it means, and what to do first.
- Reviews read
- 116
- Average rating
- 4.11
- Answered
- 62%
- 01Key findings
- 02Locations
- 03What drives low ratings
- 04Replies
- 05What to do next
- 06Everything that was said
- 07Worth reading
- 08How it was read
Prepared for
Larchfield Living
Prepared by
earshot
12 Oct 2026. Confidential: prepared for Larchfield Living from public reviews and mentions.
01|Key findings
Four things that matter in the last 90 days
- 1
Ashby House is pulling the group rating down by 0.26 stars
The group averages 4.11. Without Ashby House it would average 4.38. Ashby House received 14 of the group's 33 low-rated reviews (42%). It has averaged 2.4 over the last 30 days, against 4.1 before that.
- 2
52% of low-rated reviews are about communication
17 of the 33 reviews at three stars or below are about communication. 65% of them are at Ashby House. Reviews that mention it average 2.6 stars, against 4.1 overall.
- 3
17 low-rated reviews are still unanswered
The group has replied to 62% of its reviews, but to 48% of those at three stars or below, which are the ones a new customer reads first. The oldest has been waiting 87 days.
- 4
The Beeches shows what good looks like
It averages 4.6 from 22 reviews and answers 91% of them. Across the group, customers praise staff most (17 reviews, 4.3 stars).
Average rating
4.11
from 116 reviews
Three stars or below
28%
33 of 116 reviews
Reviews answered
62%
48% of low-rated ones
Low-rated, unanswered
17
oldest waiting 87 days
How the 116 ratings break down
02|Locations
Ashby House is costing the group 0.26 stars
Each location is reviewed on its own listing, so this is the one place the 7 of them can be read side by side. The location costing the group most comes first.
| Location | Rating | Last 30 days | Reviews | Low-rated | Answered | Effect on group rating |
|---|---|---|---|---|---|---|
| Ashby House | 3.0 | 2.4 down 1.8 | 23 | 14 | 22% | -0.26 |
| St Aldate's | 4.2 | too few to say | 13 | 4 | 31% | +0.01 |
| Rowan Lodge | 4.2 | 4.2 level | 14 | 3 | 50% | +0.01 |
| Willow Grange | 4.4 | too few to say | 11 | 2 | 91% | +0.03 |
| Oakfield Court | 4.4 | 4.6 up 0.3 | 15 | 3 | 73% | +0.04 |
| Meadow View | 4.4 | 4.1 down 0.4 | 18 | 4 | 83% | +0.05 |
| The Beeches | 4.6 | 4.3 down 0.5 | 22 | 3 | 91% | +0.11 |
Effect on group rating is the group's average with the location in, minus its average with the location left out. Last 30 days is compared with the rest of the period. Locations with fewer than five reviews are not compared.
What Ashby House costs the group
4.11with it4.38without it
Ashby House received 14 of the group's 33 low-rated reviews (42%).
What recovery takes
53five-star reviews
That is what it takes, on reviews alone, to bring Ashby House from 3.0 back to 4.4, where the other locations sit.
03|What drives low ratings
52% of low-rated reviews are about communication
What the reviews at three stars or below are actually about, and which locations they come from.
Share of the group's reviews at three stars or below that are about each subject, and the average rating of every review that mentions it. A subject is listed when at least three low-rated reviews raise it.
Where each complaint is concentrated
| Low-rated reviews | Communication |
|---|---|
| Ashby House | 11 |
| St Aldate's | 1 |
| Rowan Lodge | 2 |
| Willow Grange | 0 |
| Oakfield Court | 1 |
| Meadow View | 2 |
| The Beeches | 0 |
Number of reviews at three stars or below, by location and subject. The darker the cell, the more of them.
04|Replies
17 low-rated reviews are waiting for a reply
A low-rated review with no reply is the first thing a new customer reads. This is how many have one, and which to answer first.
Reviews answered
Answered, by location
The ones to answer first
87
days
Ashby House · 1 star · Hannah W.
“We found out about Dad's fall from another resident's daughter.”
56
days
St Aldate's · 1 star · Kwame E.
“Her call bell went unanswered for twenty minutes while I was there.”
2
days
Ashby House · 1 star · Sofia G.
“Left three messages about Dad's medication and no one called back.”
19
days
Ashby House · 2 stars · Mei L.
“We only heard about the fee increase from another family.”
18
days
Ashby House · 2 stars · Grace O.
“Emails to the manager go unanswered for weeks.”
Written reviews at three stars or below with no public reply, the lowest rated first and then the longest waiting: 5 of 17.
05|What to do next
Three priorities, in order
Drawn from the findings above: what to fix first, the evidence for it, and what it is worth.
Fix communication at Ashby House
Why
11 of Ashby House's 14 low-rated reviews are about communication, and 79% of its low ratings arrived in the last 30 days.
What it is worth
Bringing Ashby House level with the other locations would lift the group from 4.11 to 4.38. On reviews alone, it takes about 53 five-star reviews to bring it back to 4.4.
Reply to the 17 low-rated reviews still waiting
Why
Only 48% of reviews at three stars or below have a reply. Ashby House answers 22% of its reviews, the lowest in the group.
What it is worth
Start with the oldest: it has been public and unanswered for 87 days.
Protect what customers praise: staff
Why
17 reviews praise it, at 4.3 stars on average. The Beeches is the location to learn from.
What it is worth
The Beeches averages 4.6 and answers 91% of its reviews.
06|Everything that was said
126 reviews and mentions, 68% of them positive
Every review and every public mention from the last 90 days, across 4 sources: how many, how they read, what they praise and where they came from.
Reviews and mentions per day
68%
positive
Net sentiment
+50
down 15 pts vs prev period
What customers praise
- staff17
- care16
- atmosphere13
- food9
Where it was said
- Google Reviews116
- Google News4
- Reddit4
- YouTube2
07|Worth reading
The reviews to read in full
A curated handful: the mentions that need attention first, ranked by severity, then the strongest positive mentions. In your report, every one is a real mention you can open.
Needs attention first
“Left three messages about Dad's medication and no one called back.”
9 Oct 2026
Needs attention“Her call bell went unanswered for twenty minutes while I was there.”
16 Aug 2026
Needs attention“We found out about Dad's fall from another resident's daughter.”
16 Jul 2026
Needs attentionStandout positives
“Dad's room is spotless and the gardens are lovely.”
8 Oct 2026
“Mum has been here two years and the carers treat her like family.”
8 Oct 2026
“Moving in was handled so kindly. They made a hard week easier.”
7 Oct 2026
08|How it was read
How this report was put together
What we read
126public posts
From Google Reviews, Google News, Reddit and YouTube, 14 Jul 2026 to 12 Oct 2026.
What each one was read for
4questions
Is it about you, is it positive or negative, what is it about, and how serious is it.
What was left out
9star ratings
A rating with nothing written is counted in the averages, and never guessed as positive or negative.
The reading is done by AI and tested against posts a person sorted by hand. Every answer it gave in that test is published, at earshot.watch/methodology.
Report generated 12 Oct 2026 for Larchfield Living, covering the last 90 days. Prepared with Earshot brand monitoring.
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