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 41-60
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 Liz P (Daughter of Client) published on 15 March 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

After a stay in hospital after a few falls then a terrible experience in a care home for respite care, we bought Mum home to have care in her home. Home Instead arranged the care within a few days, which was excellent. One lady came out to assess Mum and treated her with the respect and care she deserved.
The care plan was written up with input from Mum and myself. We had sleeping night care the first week, and the carers were all so lovely and understood this was all so new to Mum. She had been totally independent before. We also had morning and lunchtime care. All the carers have been wonderful and such a help for Mum, who is improving lots, and we have now dropped the evening slot. Would definitely recommend Home Instead. Thank you to all the team. The office staff are fantastic too and respond to all my emails immediately, and we get informed of changes of carers too. Having a small team of carers is really good as Mum gets to know them well.

Reply from Damien Nolan, Owner at Sonder Home Care

Liz, thanks for your kind words, I will be sure to let the team know.


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Review from Helen H (Daughter of Client) published on 10 March 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum needed someone to call in to prepare her lunch and provide companionship so that I could return to work in the office several days a week. Home Instead came out, met both Mum and me, assessed Mum's requirements and within two weeks, were able to provide support.
The continuity of carers was important
and I was always made aware of any change in advance. They always showed compassion and respect towards Mum. There were regular quality checks and always the offer of additional support should it be required. Although the care package was for Mum, I also benefitted. Knowing that there was someone reliable calling in on Mum was a great relief.
I have already recommended the team to friends in a similar situation and wouldn't hesitate to do so in the future.
Thank you to all the team.

Reply from Damien Nolan, Owner at Sonder Home Care

Helen, thanks for the kind words, I will pass on to all the staff. People have and continue to work hard under tougher circumstances. Keep well.


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Review from S A (Daughter of Client) published on 7 February 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The service from Home Instead has been excellent throughout. The continuity of care giver was really important, and any change of carer was notified in advance. The care givers showed compassion, willingness to do all they could to help and a genuine interest and commitment to providing the highest
standards of care. There were regular quality checks and the office staff were always helpful. Thank you all.

Reply from Damien Nolan, Owner at Sonder Home Care

Thank you for the kind words, we will pass it on to all the staff.


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Review from Rajesh M (Son of Client) published on 12 January 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum has been very ill for over a year and wished to stay in her own home. Home instead provided 4 times a day care covering all needs. The carers provided were very kind and compassionate and I have nothing but praise for them.
They communicated well amongst themselves and so tips on how to care
for my mother were passed on. Some of the carers have been with my mother since the beginning of her care needs. She and we children developed a strong bond with them and trusted them completely.

Reply from Damien Nolan, Owner at Sonder Home Care

Thanks for the kind words., we shall pass on to all staff involved.


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Review from Hugh R (Client) published on 23 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been a client of Home Instead for over seven years, and I’m still very happy with the care that they provide.
The office is easy to contact during office, and out-of-office hours, they keep me updated with any changes that they need to make, and are very helpful when I need to make time or day
changes.
I have a good and regular care givers. They are nearly always on time, they stay for my full allotted time, they are helpful, respectful and friendly.
I am very happy with all aspects of Home Instead.

Reply from Damien Nolan, Owner at Sonder Home Care

I know all the staff love supporting you. You are a great person that makes it a privilege!


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Review from N B (Daughter of Client) published on 22 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The coordinators and carers have provided excellent support to our mother who has dementia. They work with us adapting to her changing needs. They try to keep the carers consistent which is really appreciated. The app is excellent, it is reassuring knowing what has happened during the visit. We could
not do this without them.

Reply from Damien Nolan, Owner at Sonder Home Care

It is a pleasure to look after your mum. We hope we can continue to keep the standards going!


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Review from Richard B (Husband of Client) published on 25 June 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I needed carers to attend my wife over a four-day respite break and selected Home Instead because of the CQC rating and the positive client reviews. I wanted three hours of care each morning and one hour each evening. The company were able to fulfil my request despite it being a one-off event. All four
carers were absolutely lovely. They were very well trained, highly competent, friendly and they all got on very well with my wife. The company communicated with me clearly throughout the planning process and the charming quality manager introduced the carers to my wife and myself in advance. I really cannot fault the service.

Reply from Damien Nolan, Owner at Sonder Home Care

Thank you for the kind words. We will be sure to let all staff know.


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Review from Lorna H (Daughter of Client) published on 13 April 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We feel very fortunate that my father was looked after by Home Instead (Elmbridge & East Spelthorne) carers for many months through 2020 and 2021, a period when he was extremely isolated. The carers were excellent, so kind, attentive and so efficient in liaising with each other. The managers and communications
staff kept in touch with us too so we were never out of the picture. I commend all the staff and would certainly recommend Home Instead (Elmbridge & East Spelthorne) to others in a position of needing care at home.

Reply from Damien Nolan, Owner at Sonder Home Care

Lorna, thanks for these kind words. We shall be sure to pass it on to staff. Damien


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Review from John F (Son of Client) published on 6 April 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The service received has been of a consistently high standard since we started using Home Instead (Elmbridge & East Spelthorne), approximately twelve months ago. The agency has been very flexible with their roster, often being able to help with additional visits at short notice. This has been really
helpful to the family knowing this support is available at times when it is needed. My mother has also been very pleased with the service received and particularly likes the fact she only receives visits from a small group of carers, so has been able to establish good relationships with them. Occasional calls from the office team ensures the service is reviewed, to confirm it is still meeting the needs of my mum and if any changes are required. Communication from the agency has been very good, keeping myself and other family members advised of any issues promptly. Overall we have been very pleased with the service from Home Instead (Elmbridge & East Spelthorne).

Reply from Damien Nolan, Owner at Sonder Home Care

John, thanks for the kind words and we'll be sure to let all the team know. Pleasure to be part of extended family in tough times.


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Review from S B (Daughter of Client) published on 24 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My mum has been a client of Home Instead for over a year now.
The carers are patient, kind and understanding.
On several occasions, I’ve had to ask for changes to the hours of caregiving and this has always been done very quickly.
I’m kept up to date with anything relating to my mum’s condition
and with any concerns from the carers.
During this very difficult year, I’ve felt very reassured that my mum is being well cared for and even had help with issues relating to my mum’s home, which has been very helpful.

Reply from Damien Nolan, Owner at Sonder Home Care

Thanks for the kind review, we will be sure to pass your warm words to all the staff in office and working with your mum. Thanks, Damien


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Review from John M B (Husband of Client) published on 19 March 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead has been a great provider of services to my wife. In addition to morning bath assistance and evening getting ready for bed, Home Instead has developed a program for supervising exercises suggested by Hospital. This is done for up to two hours on weekday afternoons. The exercises have
helped develop mobility. Home Instead has also provided a carer with car for our annual flu vaccination, and for the Covid-19 vaccinations. The range of carers has been large, but all have been acceptably trained, and learn to do the job efficiently very quickly. Home Instead is genuinely committed to the well-being of its clients.

Reply from Damien Nolan, Owner at Sonder Home Care

It is a pleasure for the guys to work with you and your wife and we will pass on your wishes.


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Review from M T (Friend of Client) published on 11 January 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Your relief carers are experienced, reliable and very pleasant and friendly. They treat the client with respect and gentleness making her feel very safe. They are a pleasure to have in the home.

Reply from Damien Nolan, Owner at Sonder Home Care

Thank you so much for the kind words, we will make sure we pass them on to the staff.


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Review from J T (Daughter of Client) published on 11 December 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Outstanding. The carers are all empathetic, caring, professional and excellent. The office staff all do their very best to fulfil wishes, however a short notice. Many of the carers go above and beyond.

Reply from Damien Nolan, Owner at Sonder Home Care

Thank you for the kind words and people here felt a real privilege in caring for your mum. We will pass on your kind thoughts.


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Review from Kathy M (Daughter-in-law of Client) published on 8 December 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

As a family, we had to make the decision to keep my father in law at home in the last stages of his life or to organise a home. We chose to look after him at home which was the best decision we made, in hindsight. Home Instead were part of this process and without reservation, supported us through a
very difficult time. Excellent carers with a passion for what they did, underpinned by a strong management team that organised exactly what we needed, as and when we needed it. Their advice was clear and useful amidst something we hadn't done before and their ability to relieve the pressure, take control and handle someone with cancer and in the final weeks of his life and the complication of a partner that had dementia and complicated day to day activities because of her affliction. I would recommend this company wholeheartedly, so much so that we are now using Home Instead from a part of London to support the lady with dementia, day to day. Thank you.

Reply from Damien Nolan, Owner at Sonder Home Care

Kathy and family, it was a privilege to meet your father-in-law and you guys even for a short period. He has left a great legacy. Thanks for the kind words.


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Review from Victoria B (Daughter of Client) published on 7 December 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

After the initial reluctance from my Mum of having someone come round to care for her/give her company she now really looks forward to their visits. The caregivers are very helpful and understanding towards my mother's needs and they always have her best interests at heart.

Reply from Damien Nolan, Owner at Sonder Home Care

Thank you for the kind words and staff love looking after her.


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Review from S R (Daughter of Client) published on 23 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I contacted Home Instead after a sudden health crisis left one of my parents alone in the house and urgently needing support. The kindness and compassion of the Home Instead team helped my father to overcome his initial reluctance towards having help and he now looks forward to their daily visits, regularly
telling me how much he enjoys their company. When my mother eventually returned home, the Home Instead carers made the transition as smooth as possible for her, anticipating her needs and ensuring that she was not overtired. She is also delighted with the Home Instead team and very much likes the individual team members. As a family, we feel very fortunate to have Home Instead's support. Without it, neither of my parents would be able to remain in their own home, but equally importantly, the help is provided with such tact and kindness that it is a positive addition to my parents' lives.

Reply from Damien Nolan, Owner at Sonder Home Care

Thanks for the kind words and it is a pleasure to look after your folks. Our guys love being there!


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Review from P H (Brother of Client) published on 9 November 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We only started in September this year but in that short time, your Caregiver has made a really positive difference in helping care for our brother. Lovely lady who makes a real effort. Thank you so much!

Reply from Damien Nolan, Owner at Sonder Home Care

Hi, thank you so much for this, we shall pass the message on. The staff welcomes the appreciation. Stay safe.


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Review from L J (Daughter of Client) published on 16 September 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My parents. ages 88 and 93, needed a 'little' help, especially Dad who at 93 and with early Alzheimer's was unsteady on his feet. Mum's vision was poor, and she tried extremely hard to keep their home clean and neat, but helping Dad shower was something she finally admitted she needed help with. Home
Instead's carers only visited for 2-hours a week, but the care and compassion shown towards my parents was exceptional. Unfortunately, Mum passed away only six weeks after he started, but the continued support he gave to Dad, my sibling and I before Dad's move into a permanent care home will never be forgotten. It is clear that the staff truly care for their clients and we have no hesitation in recommending Home Instead.

Reply from Damien Nolan, Owner at Sonder Home Care

Thank you for your kind words. It was a pleasure to look after your folks.


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Review from G F (Client) published on 26 August 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Your preliminary visit, and the second to introduce your carer, were extremely reassuring. The carer was congenial, conscientious and supportive.

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Review from G Y (Client) published on 17 August 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My carer has been a fantastic support to me following the death of my husband. Home Instead reacted very quickly to the coronavirus situation, and I am very impressed with their swift action and precautions. The office staff are always helpful and keep me informed of any changes to the schedule. I cannot
thank everyone enough for their care and support.

Reply from Damien Nolan, Owner at Sonder Home Care

It is such a pleasure looking after you. Thank you for your kind words.


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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.