Meet the makers of our everyday magic

A behind-the-scenes chat with some of our incredible Duty Managers

If you spend any time in an Adlington community, you quickly notice a feeling of warmth. Friendly chats in the coffee lounges, the quiet buzz from a crafting activity, laughter at quiz nights and the enjoyment of the themed evenings. These small moments create a sense of ease and belonging, and behind it all is the comfort of knowing someone’s always around if you need them. 

That feeling is shaped by the people who work in our communities. Our Duty Managers and on-site chefs bring warmth and care into every day. They are the first to greet you with a smile, the reassuring voice at 3am when a pendant alarm sounds, the ones who help with TVs, coordinate parties, organise takeaway nights, or sit beside you for a quiet chat when you need it most. Their work touches every part of the day-to-day experience of living here, often in ways that may never make it onto a job description. 

We sat down with a few of them from across our communities, to hear what inspires them, what they love most, and what really goes on behind the scenes to help homeowners turn a retirement move into the best one ever. 

“A cross between a custodian and a concierge” 

That’s how Andy, Duty Manager at The Newells, describes his role: “Almost like front of house at a nice hotel that you get to visit every day”.  

“We’re a smiling face, a listening ear, and often the friend somebody didn’t realise they needed.”

Andy, Duty Manager at The NewellsFor him, the job is deeply personal. He remembers details, family names, hobbies, football teams, so that every interaction feels warm and familiar, and that helps to build trust.  

“Homeowners tell me, ‘I like it when you’re on shift, I know everything’s safe and secure,’” he says.  

Like many Duty Managers, Andy’s day is full of variety: pendant checks, well-being visits and events. He helps to organise film nights, games evenings, activities with local schools, and his particular favourite is his “Show and Tell” events: “We’ve had everything from war artefacts to tiny coins given by a chef at Buckingham Palace,” he says. “It builds these lovely layers of connection.”  

“You don’t often get a job where you can just be nice.” 

For Teresa at Brookfields House, being a Duty Manager feels like a perfect fit, a role where kindness and everyday support genuinely make a difference: “It’s the best job I’ve ever had. You’ve got time for people.”  

She’s discovered that the smaller moments often matter the most – helping someone pay a bill online, figuring out the heating settings, walking an elderly gentleman to the lift to make sure he feels steady and confident, sitting beside a homeowner who’s feeling a bit low, or gently checking in on someone who hasn’t been seen. 

“It’s really all about being nice and friendly, and making life better for everybody.” 

A poignant moment for her was helping a gentleman who had slid out of bed and couldn’t get up: “I couldn’t lift him, so I stayed with him until the Community Rapid Intervention Service team arrived. Just comforting him, ‘You’re comfortable, you’re going to be fine’, that’s what made me proud.” 

Behind the scenes: the things homeowners rarely see 

Every Duty Manager has a long list of responsibilities that keep the community running smoothly, the kinds of tasks that rarely make the headlines but make all the difference. Pendant tests, building walks, fire alarm checks, stocking the honesty bar, making sure shared spaces feel cosy and welcoming. These are all part of the job, but never at the expense of what matters most – the homeowners. 

As Cheryl, Duty Manager at The Mersey, puts it: “The most important part of our job is being there with homeowners. They always know it’s an open door, even if they just want a chat.”

That care extends to those who don’t always visit the communal areas too. “We have some homeowners who don’t socialise much. I make time to visit them, explain the newsletter, make sure they feel included.”  

Cheryl adapts her approach to each person: “It’s just about understanding people and appreciating how different they all are.”  

Little moments that change everything 

Across every community, small acts echo the same sentiment.  

At The Woodlands, a homeowner who once worked as a seamstress noticed a hole in Cheryl’s coat and quietly took it away to repair it. “It just shows how well we all get on.”  

At The Newells, Andy helps homeowners link up through shared backgrounds or interests, retired headmasters, gardeners, and musicians sparking friendships.  

At The Sidings, Sean, Duty Manager and former Cabin Manager with Thomas Cook, talks about the emotional side of the job: “You build relationships. Homeowners become like family. I’ve always said: treat people how you’d expect your own family to be treated.”  

He has handled medical emergencies with calm professionalism. He’s also helped homeowners navigate confusing technology, TVs, routers, and smartphones through his Friday mobile and tech club. 

One homeowner, who had recently been bereaved, arrived feeling overwhelmed by the practicalities of life. Sean sat with her, sorted her Sky contract, set up her TV, and helped her feel grounded again. “It took a weight off her shoulders,” he says simply.  

Community life 

As new communities open, Duty Managers often play a crucial role in helping early homeowners connect. 

At The Woodlands, Cheryl talks about the 5 o’clock Club, an organic gathering where homeowners meet for coffee and conversation: “When someone new moves in, we say: come down at 5 o’clock, everyone will be there. It’s lovely for anyone who feels a bit isolated.”  

Activities are an important part of community life, from art and craft activities to takeaway evenings, quiz nights to walking groups and exercise classes. 

At The Newells, Andy’s games nights have included everything from beanbag toss to an old Yorkshire peg game involving a milk bottle, “When someone gets a peg in, it’s like they’ve won the Olympics!”  

In the kitchen: where flavour meets community 

At the heart of many shared moments is the food, and that’s where Chef Manager Linda comes in. 

“People think working as a chef in a retirement community is going to be like a care home, but it’s not at all,” she explains. “We run a bistro restaurant, and the homeowners are incredibly experimental.”  

Menu planning is a creative challenge like no other with two menus per day, seven days a week, fifty-two weeks a year: “Since I’ve come here, I’ve probably created more menus than in my entire career beforehand.”  

And the dishes are as adventurous as the homeowners themselves – cod sakora with chutney, pheasant and wild mushroom risotto, venison shepherd’s pie, Bombay potatoes, Nepalese-inspired flavours. Classic dishes get modern twists, health and nutrition are always considered and everything is made from scratch. “The homeowners here really know their food,” she says.   

Homeowners often stop to write in the community’s restaurant feedback book, and the comments paint a consistent picture: beautifully cooked dishes, inventive menus, and the sense that every meal is prepared with care. Recent notes praise “excellent” themed evenings, meals “cooked to perfection,” and desserts declared “the best ever.” One homeowner even brought friends for lunch who were so “delighted” they immediately asked to come again.  

Linda is part of daily community life. She joins homeowners for chats, attends meetings, and even swaps books with them. She knows names, preferences, drink orders, favourite seats and she brings warmth and familiarity to every meal.  

And special events are embraced by Linda and her  team too. “An Elvis-themed dinner with dishes like Love Me Tandoor, Viva Lasagne! and In the Gateau was a riot. The homeowners absolutely loved it.” 

For Linda, food is a bridge between newcomers and the wider community: “It’s lovely watching people decompress and relax. Coming down to the restaurant is key, it helps them integrate.” 

What unites them all 

Across the interviews, there’s a common thread of kindness, empathy and a genuine love of people. 

Sean sums it up: “Empathy is the most important part. People skills, you need to have a lot of people skills.”  

Teresa echoes it: “The best thing about being part of the team is knowing I can help somebody or make their day.”  

Cheryl adds: “I’m very sociable. I see these people more than my own family sometimes, and I love it.”  

And Andy, with his ten grandchildren and his love of training and people, sums up the heart of the role: “We make the place come to life.”  

Together, they do far more than their job titles suggest. They help create a sense of belonging and nurture the feeling of community that homeowners talk about so often. They transform a building into a home and are, in many ways, the makers of our everyday magic. 

Find out more about the support our on-site teams provide in this feature The Benefits Of An On-site Team