Sonder Home Care

2nd Floor, St Georges House, 25 Bridge Street, Walton-on-Thames KT12 1AF
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9.9 88 Reviews
  • Sonder Home Care, Walton-on-Thames
Sonder Home Care provides a flexible care system to adults and older people with a wide range of needs, including companionship, personal care, help with household tasks and live in care.

A bespoke service is individually planned to suit each client, from a team of care professionals who prioritise compassion and empathy, including for adults with a diagnosis of dementia.

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Care Provided by Sonder Home Care

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Call in Service
  • Cancer Care
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Food Preparation & Serving
  • High Dependency Care, two carers attending
  • Learning Disability
  • Medication Assistance
  • Mental Health Condition
  • Older Person Care
  • Palliative Care
  • Personal Hygiene Care
  • Physical Disability
  • Respite cover
  • Sensory Impairment
  • Shopping Service / Errands
  • Sit in Service
  • Transportation Service
  • Other Care Provided
  • 24 Hour Care
  • Adult Home Care (18+)
  • Hospital Discharge
  • Live in Carer
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments
  • Risk Assessments in the Home

Good to Know

  • Owner
  • Sonder Home Care
  • Person in charge
  • John Dooley (Registered Manager)

Funding & Fees Guide for Sonder Home Care

  • Prices

  • Cost is bespoke to the package you might need.
    Please call the office for information on different packages available.
    Hourly, overnight and live in.

Sonder Home Care Reviews (88)

Total of 88, showing 21-40
9.9

Sonder Home Care has a Review Score of 9.9 (9.871) out of 10, based on 24 reviews in the last 2 years. Over all time Sonder Home Care has 88 reviews.

Overall Experience

  • 83
  • 5
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Date Published

88
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Review from J B (Daughter of Client) published on 13 April 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The Home Instead carers have been a great support for me nad my mother, their client, looks forward to their visits. It is a pleasure seeing them and talking to them.
Extensive scheduling for visits is provided and the carers arrive at the scheduled time, always with a welcoming greeting and a smile.
They have quickly become familiar with our morning and evening routines and carry them out meticulously and carefully. They anticipate each stage so their assistance is a great help. They are all very thorough but also gentle and compassionate. They may suggest or initiate small changes to make things easier or more comfortable for my mother. They also notice and point out anything that doesn't seem right, which might need adjustment or treatment.
All the carers make notes at the end if their visits so that everything they do is on record and available for colleagues or others to follow.
Phone calls to the office are answered promptly and requests are followed up and acted upon.
Although individuals cannot be named in reviews I should like to say how much we value help from one staff member in particular, who is not only efficient but also thoughtful and considerate in everything she does.

Reply from Damien Nolan, Owner at Sonder Home Care

Thanks for the feedback, we will let all the team know. Thanks.


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Review from Charlotte L (Daughter of Client) published on 4 April 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

HomeInstead (Cobham branch) have been absolutely amazing and I would recommend them, every day, to anyone who needs help.
They are so responsive and helpful. They always return calls immediately and the care they put in place was always excellent - kind, sensitive individuals.
I would give them 100%
rating.
Thank you to the lovely, kind team.

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Review from Keith A (Client) published on 3 April 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

When I came home, in the middle of last year, after three weeks in hospital and a further two in a care home my son kept asking me what I could do.
I pointed out that since I hadn't 'done' anything for five weeks I had no idea.
Although I was not keen on the plan the next thing I knew was the meeting
arranged with the folks at Home Instead.
This turned out to be the start of a wonderful friendship with a number of the carers who have been visiting Monday to Friday without fail each week.
As it happens I have been able to 'do' some of the things that a carer might do but we seem to have managed to get the balance about right.
I now find that I look forward to my 'visitors' and sometimes we merely sit and chat although if something needs doing it always gets done.
Thank you to all the staff at Home Instead for a great team effort in keeping everything running so smoothly.

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Review from J K (Wife of Client) published on 27 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Every carer my husband has treats him with the greatest care and compassion. They are all so dedicated to their job which they undertake with great kindness and good humour, particularly our two regulars.

Reply from Damien Nolan, Owner at Sonder Home Care

That is a lovely tribute, I will be sure to share it with all the team.


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Review from S D (Client) published on 10 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our mum was diagnosed with Alzheimer’s in 2021 and we were advised to keep her at home and independent as long as possible, obviously my sister and I quickly became her carers. We were very stubborn and anxious about getting carers in to support Mum and us. However we knew we couldn’t always be there
for Mum.
Home Instead was recommended via a neighbour and on my initial phone call to the team, they were reassuring and incredibly helpful. That was the start of our journey with the best care!
The schedulers helped work out a care plan that suited Mum's needs, the introductions between the professionals and Mum were gentle and thorough. When there were issues, more so with my Mum’s intolerance, they were resolved without any fuss. She had great individual care and the team always went above and beyond our expectations.
They treated Mum with so much kindness, respect and dignity and we’re so thankful to all the team from the schedulers, managers and carers. Unsung heroes for sure!

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Review from J A (Daughter of Client) published on 19 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead had been providing some support once a week for my elderly parents, when my mother fell over and broke her hip. After three weeks in the hospital, she emerged extremely frail and could only come home on the condition that there was appropriate care in place. We liaised with Home Instead
from day to day, never certain when she would be discharged. They were flexible and helpful, and managed to provide care from the moment she arrived home. Their carers are professional, reliable, and really caring. They are a pleasure to see and to have in the house. They have made our lives so much easier and helped my mother recover much more quickly than she would otherwise have done. Every difficulty has been met with grace and humour and every piece of progress noted and supported. They are responsive, easy to work with and utterly professional in the way in which they deliver a high standard of care, no matter the difficulites.

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Review from Isobel L (Daughter of Client) published on 16 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My 96-year-old mother started with Home Instead a couple of years ago and got to know her morning carers who helped her get dressed and go for a walk. The carers were not only very professional but also very caring. So my mother got used to someone entering her home every morning quite quickly, considering
she had lived alone for ten years since my father died. My sister and I consequently felt confident our mother was being looked after very well. She is now moving to live in care but I know she will miss her morning carers very much.

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Review from Lucinda T (Daughter of Client) published on 30 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have had a fantastic experience with Home Instead. Our dad started to need help at the beginning of the year and then in June was diagnosed with Alzheimers. His condition sadly has progressed quite quickly, particularly at the end of November, over a matter of weeks. The quality assurance manager
has been fantastic throughout and we couldnt have gotten through the last few weeks without her and the team. We had to make numerous last minute requests for extra help and support with new challenges and she was calm, supportive and somehow managed to make all our requests happen. After a wandering incident, she made sure we were not charged for a cancelled visit at short notice. She also took the time to call me the next day to check on my dad, which meant so much. I would recommend Home Instead and the quality assurance manager to anyone that wanted a loved one to be cared for with dignity and with a level of responsiveness that exceeded all our expectations.

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Review from G D (Husband of Client) published on 30 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We needed the services of home carers for my wife, starting with visiting care two hours per day and all the way to live-in care and overnight waking watch, seven days a week. This was over a period of several months. All the Home Instead personnel were well trained, friendly and caring people. We
always felt comfortable using their services and will happily recommend them to anyone needing a home care company.

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Review from Christine W (Daughter of Client) published on 8 December 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We are forever grateful to Home Instead for their excellent care ensuring my mum enjoyed an extra five years living in her own home. Several of her long-term carers were like family to her. We found the service one hundred per cent reliable and it was always possible to speak to the office to adjust
her schedule if needed. They are probably not the cheapest service but for the reliable quality care, we would highly recommend.

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Review from Marie L (Daughter of Client) published on 27 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I'm so pleased with my mum's care, she looks on her main carer as a friend who will sit and talk to her about things that interest her. She goes beyond just care in the home to take her out from time to time and I think has really increased her quality of life. I have also been very pleased with the
flexibility of being able to make changes to our requirements sometimes at quite short notice. Worth every penny.

Reply from Damien Nolan, Owner at Sonder Home Care

Thank you for your kind words and we will pass on to all staff.


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Review from L C (Daughter of Client) published on 22 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My Dad's carers treated him with respect and kindness. We came to rely upon them to meet his considerable needs and had peace of mind daily because of Home Instead's care and support. All staff we have had contact with have been professional and I would recommend this home care provider to anyone.

Reply from Damien Nolan, Owner at Sonder Home Care

Thank you for the kind words, we will be sure to let our staff know your good wishes.


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Review from Nick P (Son of Client) published on 1 September 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead has been looking after my mother with Dementia for a number of years; they have been brilliant, and nothing is ever too much.
Originally my mother refused to have anyone in the house to help her, but the team involved were excellent in dealing with my mother's difficult attitude, and within
weeks, my mother was looking forward to the daily visits.
I think the best thing I can say is that I was totally at ease with the team visiting Mum; I knew she was getting looked after and that I didn't have to worry.

Reply from Damien Nolan, Owner at Sonder Home Care

We pass on your kind words and thanks to the team. We are delighted you are happy with the service.


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Review from Sarah R (Client) published on 17 August 2022
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

We have been using Home Instead for just over 3 weeks. The carers have all been lovely and have bonded really well with mum. They are extremely kind and follow any routines as required. Due to sickness and holidays, there have been some changes to timetable which I have queried but my concerns were
listened to and the company have done their best to keep to the same 3 carers with Mum, wherever possible.

Reply from Damien Nolan, Owner at Sonder Home Care

We are pleased to be able to support you and your mum. How can we improve in each of these areas?


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Review from Steve H (Son of Client) published on 5 July 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

At the age of 100 and having experienced a bad time with another organisation, my mother was adamantly opposed to carers coming into her house. She needed support and although it took a few weeks to build the relationship the ladies from Spelthorne did a wonderful job. They had her singing, chatting,
smiling and happy. They would do anything for her and my grateful thanks go to them. They were all so very pleasant.
The office was extremely professional, willing and helpful in sorting out variations to her care package.
Her care by Home Instead unfortunately only lasted a few months before a fall resulted in her admission to a nursing home for enhanced care but in the short time of their involvement I can say that their support was tremendous.

Reply from Damien Nolan, Owner at Sonder Home Care

Thank you for the kind words and thoughts. We will let the staff know. Keep well.


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Review from Emma G (Niece of Client) published on 7 June 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My uncle, with dementia, was supported by Home Instead (Elmbridge and East Spelthorne) from July 2021 until April 2022 when he moved out of the area to be closer to family. He lived on his own and could no longer drive - we would have been lost without Home Instead and all they did to keep him safe
and enrich his life. They helped with cleaning, shopping, companionship, making meals and anything else he needed assistance with. He built up a really good bond with the carers who visited, who were all thoroughly professional. As a family living in Kent, Home Instead were a godsend, as we were able to check the app each day to read detailed notes of each visit, and also had the amazing support of the team and the team in the office who would respond quickly to emails and phone calls to sort any worries we had. I could not fault the service we received and would recommend Home Instead to anyone.

Reply from Damien Nolan, Owner at Sonder Home Care

Thank you for the kind words, we will pass them on to all the team.


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Review from Shirley M (Sister of Client) published on 29 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

A fantastic organisation with impeccable credentials and quality of care towards my brother's needs both mentally and physically.
A great team of care-givers with an inate passion for looking after vulnerable clients such as my brother.
I would recommend Home Instead to anyone.
Thank you to all
the team for being so kind

Reply from Damien Nolan, Owner at Sonder Home Care

Shirley,
Thanks for these kind words, and it was a pleasure for the team dealing with your brother and you.


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Review from J N (Client) published on 29 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I would thoroughly recommend Home Instead. From the staff in the office to the carers coming to Mum’s house, everyone has been superb. There is always someone to actually talk to when phoning the office and the enquiry is always dealt with quickly and efficiently. The carers have been fantastic, so
kind and engaging and nothing too much trouble to do.
Mum’s needs have only been short term due to a hip replacement, but if ever we where in the need again for help we would only call the Head of Care at Home Instead!

Reply from Damien Nolan, Owner at Sonder Home Care

Thanks for these kind words, will pass them on to the team and the Head of Care.


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Review from Stephen H (Son of Client) published on 19 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

While receiving the service all staff were prompt, pleasant, and helpful to my mother. It gave my brother and I much peace of mind. Despite much Covid related sickness in the team, Home Instead still managed to find someone to visit. Many thanks for a year of excellent service.

Reply from Damien Nolan, Owner at Sonder Home Care

Thanks for the kind words and we will pass on to the team.


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Review from M H (Daughter of Client) published on 18 March 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

From a position where my mother (who is a very independent-minded 90-year-old) was resistant to the idea of any 'carers' she now looks forward to the visits from Home Instead who provide general help to assist with her poor eyesight and hearing. She has the same 2 carers each week - they also take her
out to the shops - providing an arm for support, emotional support with general worries, making appointments (she finds it difficult to see and hear on the phone), attendance at medical appointments when the family can't take her, and she loves them! She's really fond of her girls and relies on them twice a week. I can't recommend Home Instead enough for the first, gentle steps they have taken to reassure my mother into accepting a little help, meaning she can remain independent. They are very flexible - helping on tasks that are needed each time they come. They have helped me to, I work full time - and so have taken a lot of the worry away that I need to be there all the time.

Reply from Damien Nolan, Owner at Sonder Home Care

Hi thanks for the kind words, and pleased we can help your mum. I will send on to the staff your kind words. Thanks.


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Current Review Score: 9.9 (9.871)

Overview of Review Score

The Review Score of 9.9 (9.871) out of 10 for Sonder Home Care is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 24 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 24 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Home Care Provider is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.871 for Sonder Home Care is calculated as follows: ( (123 Excellents x 5) + (16 Goods x 4) + (1 Satisfactorys x 3) ) ÷ 140 Ratings = 4.871

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 points available are broken down as follows: 3 points for the first Positive Review, 2 points in total for each of the next 9 Positive Reviews (1st = 3, 2nd = 0.5, 3rd = 0.5, 4th = 0.25, 5th = 0.25, 6th = 0.1, 7th = 0.1, 8th = 0.1, 9th = 0.1, 10th = 0.1)

    The 5 points relating to the number of Positive Reviews for Sonder Home Care is based on 24 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 + 0.5 + 0.25 + 0.25 + 0.1 + 0.1 + 0.1 + 0.1 + 0.1 = 5

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Home Care Provider does not have a review in the last 24 months, then it will not have a Review Score.

Performance

Care Quality Commission (CQC) Rating

Date: 18 Apr 2019

Overall
Outstanding

  • Caring

    Outstanding

  • Effective

    Outstanding

  • Responsive

    Outstanding

  • Safe

    Good

  • Well-led

    Outstanding

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Awards / Recognitions (2)

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Meet the Team (6)

Damien

Damien

Job Title: Owner

Joined: 2015

I have been the owner of Sonder Home Care for almost 10 years. started as the owner and I am so happy I did, as we have served and continue to support many delightful, local residents with amazing histories and stories to tell.


I am delighted that we have been rated Outstanding by CQC, a feat which only 4% of businesses across Britain have achieved. This is because staff relentlessly deliver to such a high standard.


John

John

Job Title: Operations Manager

Joined: 2020

Hello, I’m John, it’s my role to manage the day-to-day activities of the franchise with the collaboration and guidance of the business owner – Damien Nolan. I joined the company in 2020 from a different sector a short time before the start of the pandemic, so it’s been a steep learning curve. I’m fortunate to have become a member of a wonderful team of people who all go the extra mile every day. Home Instead is a fast-paced environment, the days fly by and never pass without me learning something new.


When I’m not in the office I like to spend time with my daughters, go bike riding and walk with my rescue dog, Pablo.


Debbie

Debbie

Job Title: Care Manager

Joined: 2014

I have worked with Sonder Home Care since November 2014. I started my career with Sonder as a carer, progressing through the company and in 2022 I took on the role of Care Manager.


I enjoy working for Sonder, providing care for local residents. There are new challenges every day within all aspects of the business. I love working with a fantastic team of carers and key players.


Elly

Elly

Job Title: Client Liaison

Joined: 2016

I have been with the company for 8 years. I began as a carer and worked my way up to the office team, dealing with new care enquiries.


My role is to meet the prospective clients and their families, to help find the best care solution for them.


I love my job as I get to work with an amazing team every day, who are all dedicated to improving the lives of individuals in our local community.


Faye

Faye

Job Title: Business Planning Manager

Joined: 2018

I started my career with Sonder as a carer and I quickly realised this was the job for me!


I have worked in many different parts of the company, and I have enjoyed it all! From starting as a carer to being a team leader and working on the client experience team. My current role is scheduling all of our care calls, to ensure that all the clients receive the care that they require, with their usual carers.


I am especially proud of being a finalist for the ‘Unsung Hero Award’ in the Surrey Care Awards in 2022!


Kirstie

Kirstie

Job Title: Client Experience Manager

Joined: 2018

I have worked with Sonder for nearly 6 years. I started as a Carer and loved the job from day 1, I have been promoted throughout the company to my current role as Client Experience Manager in 2022.


My role involves completing the care & risk assessments, as well as building the care plans for clients, to ensure that they are receiving the level of care that they need to remain living independently.


I am lucky enough to work with an amazing team in the office and our wonderful carers and could not be happier.


Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Sonder Home Care to verify any information. View our terms and conditions. Sonder Home Care has a Platinum Service – more info.