Your questions answered

You’re likely to have some questions about what life is like at Santhem. We’ve put together a list of the ones we’re most frequently asked, for you to browse. But if you can’t find what you’re looking for, or you just want to chat with someone in the know, our friendly team members will happily answer any questions you might have.


Santhem Residences is a sister company to the award-winning Hallmark Care Homes. The group is owned by the Goyal family who have over 40 years’ experience in property and over 25 years’ experience in operating premium care homes throughout England and Wales.

Santhem Residences retirement village is a purpose-built luxury collection of apartments for those over 65. It means we’re able to offer those thinking about the future an independent and vibrant lifestyle, with the peace of mind that comes with knowing that personal care and support is on hand if needed in the future.

While Santhem Residences is family-owned, the village has its own on-site management team and we take great care in selecting the most passionate professionals for every role. There is a highly trained, professional General Manager as well as departmental managers looking after the day-to-day running of the village. And should you decide to make Santhem your home, it’s likely that you and the team will come to know each other very well.

Yes, you must be over the age of 65 to live at Santhem.

Santhem Residences Shenfield is small enough to know your way around, but big enough to feel spacious and provide you with ample privacy. The village comprises of 55 apartments, communal gardens, a restaurant, bar, coffee lounge, gym, cinema, wellness area and library.


As a Santhem homeowner, you can enjoy a restaurant, bar, wellness suite, library, coffee lounge, gym and even a cinema, all just moments from your front door.

There is a concierge team who will look after your every need such as arranging theatre tickets, flower deliveries, restaurant bookings and even holidays. The team will provide a calendar of events and fitness activities throughout the year. And if there’s something else you’re interested in, the team are always happy to introduce new activities.

The housekeeping and maintenance teams look after the communal areas but can also arrange for cleaning and handyman services in your apartment at an additional cost.

A luxury people carrier is on hand for organised trips such as the supermarket and the doctors’ surgery. There’s also the village Club Car which you can hire whenever you need (charges apply).

We want all our homeowners to feel safe and protected, which is why we have a number of security measures in place across the village. A member of the team is on site 24 hours per day, 7 days per week and there are CCTV cameras in all communal areas. Only those with a key fob can gain entry into the buildings and the carpark to ensure that residents feel safe at all times.

Our team is only ever a moment away. Each apartment is fitted with an emergency call system and our response team is on site, 24 hours a day, 365 days a year. Your safety is our priority.

Our housekeeping and handyman service can provide as little or as much help as you need. We can also arrange a laundry service, too. These services are extra and competitively priced. And you’re always free to arrange for your own cleaner or tradespeople to visit your home.

We are currently registering our own care team, Santhem Care, with the CQC. They will be on site and able to offer a flexible and personalised approach in the comfort of your own home, with a 24-hour emergency call out service. In the meantime, we have partnered with a local care company to offer personal care services. Owners may also choose alternative providers.


We understand this can be a very difficult time and of course we will be there to help as much as we can. Both the Santhem Residences team and Santhem Care team can assist residents in their homes with the majority of short or long- term care needs. We will do everything in our power to ensure that you can remain in your home. Nursing care is not provided but may be arranged through your GP and District nurses.

Should the time ever come that you need to look at a care home alternative, as a homeowner at Santhem Residences, you will be considered high priority for a place at one of our wonderful Hallmark Care Homes. Hallmark is our sister company offering exceptional care on a permanent or respite basis.


Absolutely. From your online food shop to magazine subscriptions, all post and deliveries can go straight to your front door as usual. Our Concierge team will be able to put you in contact with local suppliers of newspapers, milk, prescriptions etc.

Yes, we love pets. For some, a beloved pet is what makes home feel like home. We just ask that pets are trained and well behaved for the comfort and safety of all our residents. And, in line with our pet policy, pet ownership is subject to the approval of our village manager.

Yes, if you wish to bring your car with you, you can hire a dedicated parking bay, subject to availability for a fee of £500 per year. And remember, subject to availability at the time there are also parking spaces for friends and family when they come to visit.

Of course – it’s your home, after all. And if you need any extra space, we have a beautiful guest suite on site that can be pre-booked for a very reasonable fee.

All the facilities and communal spaces at Santhem are an extension of your home. So when your friends or family visit they are welcome to make the most of these spaces with you.

Your Apartment

Yes, your home is yours. Each apartment is sold on a long leasehold basis of up to 999 years.

In simple terms, leasehold means you own a clearly defined space within the building.

Our team work hard to keep the village looking beautiful. Santhem Residences are responsible for all maintenance to building and communal areas across the village including the gardens and outside spaces. All costs including future refurbishment to these communal spaces are managed by Santhem Residences and funded through the fees contributed by homeowners. Just remember that routine decoration and maintenance within your own apartment is your responsibility.

Feel confident that your home is built to last. The building comes with a 10-year builders’ warranty and is covered by ‘Building Life Plan’ from completion of the village in autumn 2021.

All appliances within your apartment will come with standard manufacturer warranties that will be transferred to you on completion.

Sparkling windows make all the difference, so you’ll be pleased to hear that all exterior windows and communal-area windows will be cleaned frequently by the team. So, it’s just the insides that you’ll need to look after – but we’re also happy to arrange this for you for an additional fee.

Every resident wants to make their home their own. Before you make any additions or alterations, we just ask that you first talk to your General Manager and of course our concierge will be around to suggest a range of professional companies.

No, they’re free for you to fill with all your favourite furniture.

We want you to be able enjoy life without worry so we’ve selected brands that we know to offer good, long-lasting quality and exceptional design. As standard, you’ll find Hacker kitchens, Villeroy & Boch bathroom fittings, Neff oven and microwave, Bosch washing machine and tumble dryer, Electrolux fridge freezer and dishwasher in each apartment.

Our very helpful maintenance team will be more than happy to help you get those sorts of jobs done. And as a welcome gift from us, new homeowners will each receive 4 hours of free handyman services to help them get settled.


You can reserve your chosen apartment for up to 6 weeks prior to exchange of contracts. We just ask for a £1,000 deposit which is fully refundable should you change your mind.

Moving home can be daunting, but we do our best to make it as stress-free as possible. Santhem Residences has its own dedicated move-in team who will guide you every step of the way. To find out more, please see our Moving Made Simple Guide, which is available from our Sales team.

If you want to offload some of the worry, we can also put you in touch with The Senior Move Partnership and Silverbridge Part Ex as options for moving and part exchange of your existing home. For your own peace of mind, you should also seek independent advice on using any part exchange services.

When the time comes, you will have the option of using the Santhem Residences sales team or arranging your own choice of estate agency. We charge a fee of 1% (plus VAT) of the resale price for providing this service, or if you use an external estate agent, you will need to negotiate your fees with them.


As a resident you’ll need to pay a monthly utility bill for heating and hot water, a Monthly Management Fee and a Deferred Management Fee. Plus, any fees for optional extras like a car parking space, Santhem Care, housekeeping and hire of the Club Car.

There are three pricing options for the management fee, linked with corresponding options for the Deferred Management Fee:

  • Option 1: £200 per month
  • Option 2: £700 per month
  • Option 3: £1,200 per month

The Management Fee is a “fixed” fee that increases annually according to a formula. Going forward, the management fees will increase annually from 1 April at the rate of either the Retail Price Index or Average Earnings Index, whichever is greater. We will give you at least 28 days’ notice of the new fee each year. The fee is payable in advance. We would manage any significant failure to provide a service covered by the charge as necessary to minimise any inconvenience.

Beautiful gardens, excellent services, wonderful staff, comfortable and stylish buildings! Your Management Fee covers the costs involved in providing the day- to-day services along with the general running and maintenance of the building and communal areas.

Examples of these include:

  • Concierge service
  • 24hr-emergency response service
  • The exceptional and friendly team that run and maintain the village
  • Ongoing maintenance and decoration of the building and communal areas
  • A vibrant calendar of exercise classes and social activities
  • The lounge, library, cinema, gardens, gym, wellness suite, bar, restaurant and terraces
  • Minibus charges and running costs for trips to the supermarket and doctors’ surgery
  • Heating, lighting and utility costs for public areas
  • Window cleaning for all external windows and all internal communal windows
  • Maintenance of machinery and equipment
  • Garden and grounds maintenance
  • Buildings insurance
  • Unlimited teas, coffees, biscuits and pastries in the lounge
  • A contribution to corporate HR, legal, accountancy and related costs

Just like any other home, you will still need to pay your council tax, utility charges and personal contents insurance. Santhem properties are built with efficiency in mind, helping reduce ongoing household bills.

No, which is even more good news.

In its simplest terms, a Deferred Management Fee is a management fee that is only charged upon the sale of your property instead of being part of your usual monthly fees.

The Deferred Management Fee, which is payable to Santhem Residences (Shenfield) Ltd, contributes to the costs of future repairs to the village (e.g. new roofs, lifts). These costs would otherwise have to be recouped by increasing the service charge. Homeowners will accordingly not need to worry about additional demands for contributions to such costs.

There are three options to choose from, linked with corresponding options for the management fee.

Option 1: 5% of the sale price, increasing every year by 5% up to a maximum of 35%

Option 2: 4% of the sale price, increasing every year by 4% up to a maximum of 28%

Option 3: 3% of the sale price, increasing every year by 3% up to a maximum of 21%

You can choose the option that best suits your circumstances. For example, those wishing to have a lower monthly fee would select option 1 and pay a £200 per month management fee and 5% (capped at 35%) deferred management fee. And remember, you’ll still receive the same excellent services whatever option you choose.

Yes, of course. We know it’s important to stay in control of your finances. We have a ‘Worked Example’ that can be tailored to your potential property and circumstances. This will be provided on your initial visit to the village or sooner should you request.

Obviously, no one likes to think about these things, but the simple answer is yes – it’s your property after all. Just remember that any family members will need to meet the criteria for living in the village. And don’t forget that the Deferred Management Fee will still be payable upon the change of ownership.