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 61-80
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

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Review from R P (Husband of Client) published on 22 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have been delighted with the service provided by Home Instead since we commenced using it in January 2020. It has been professional, skilful and above all, kind. Their timekeeping is excellent, and advice freely is given.

Reply from Damien Nolan, Owner at Sonder Home Care

Thanks for the kind words, it is a pleasure to look after you.


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Review from Antony W (Son of Client) published on 17 June 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My sister was moving away, leaving my father without anyone nearby who could take him shopping. We were recommended Home Instead, so they were initially involved in companionship care, taking my father to the shops or out once a week for a couple of hours.
He had a terminal long-term illness, so as
his mobility declined, Home Instead started to provide help around the home. He was not often accepting of help, but he started to build a relationship with the carers and looked forward to their visits, which were often by the same people each week. We felt a sense of trust in their care for him and got to know members of the team.
In the final stages, their visits became daily, eventually four times a day, and on one occasion, an emergency visit, when I felt unable to cope with a situation.
The compassionate care they gave made a deeply troubling and upsetting time more bearable, especially at a time complicated by Covid, and I would recommend them to anyone.

Reply from Damien Nolan, Owner at Sonder Home Care

Anthony, thank you for your kind words and the staff felt it a pleasure looking after your dad.


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Review from Caroline A (Daughter of Client) published on 15 June 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I knew nothing about Home Instead until a friend recommended. Brilliant from initial meeting when I wasn’t sure, incredibly flexible - what you want, when you want and how you want. Changes dealt with quickly and efficiently and my dad dealt with kindly and with respect. Have sadly just had to give
notice as he now needs more - we will all miss you. Thank you.

Reply from Damien Nolan, Owner at Sonder Home Care

Thank you, it has been a pleasure. Wishing you well.


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Review from Liz D (Client) published on 8 June 2020
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My experience of Home Instead has generally been excellent. Carers are pleasant and helpful, and at least they "go the extra mile."

Reply from Damien Nolan, Owner at Sonder Home Care

It is a pleasure looking after you Mrs D. Hopefully, we can get you out to the cinema again soon.


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Review from Andrew J (Son-in-law of Client) published on 6 May 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have used Home Instead (Elmbridge & East Spelthorne) for over a year now and the service is excellent. Staff are very committed, seem well-trained and the organisation from the office is very good. We generally get the same core staff so our father knows the team and feels quite comfortable with
everything. Even during the Coronavirus isolation period they continued, without hesitation. They show our father great respect and friendship and keep us informed of any worries or issues. It gives us great peace of mind and allows our father to continue to live in the home he loves.


We would recommend this branch of Home Instead to anyone considering a care-in-the-home service.


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Review from Alison C (Daughter of Client) published on 28 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Despite my first contact being on a Saturday (out of office hours) I received a response within an hour; extremely helpful staff and couldn't have done more for us in an extremely challenging situation; nothing was too much trouble to put my mother (just released from hospital) at her ease and help
her at home to get back into her usual routine; thoughtful and kind carer always asking what my mother would like done so she felt in control; can't fault them and 3 weeks on still in awe; honest and trustworthy; definitely to be recommended (I was recommended Home Instead by a friend who also uses them).

Reply from Damien Nolan, Owner at Sonder Home Care

Alison, it's a pleasure to be able to help under the circumstances. Your mum is a delight.


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Review from Hannah C (Daughter of Client) published on 27 April 2020
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum was struggling during the coronavirus lockdown and being isolated in Esher we decided to use the Esher Home instead service for a daily visit. I have to say it has been brilliant, the service responded quickly within 2 days to set up a full care plan. My mum who is usually quite anxious letting
strangers in her home has said that the carers are lovely. They cook her food every evening, last-minute additions to unpack food deliveries or pick up medication or the odd additional food items were not a problem. My mum is a lot happier now and it is a relief to the family.

Reply from Damien Nolan, Owner at Sonder Home Care

Hannah, we are just glad we could support in such uncertain times.


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Review from David E (Son of Client) published on 23 December 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The staff are genuinely caring and there are some wonderful people that certainly go all-out (the extra mile) to deliver an excellent service.
The staff turn up with punctuality, the schedules can be adjusted with some flexibility and advance notice, and pretty much everything happens to the highest
standard. The management team are responsive and communication is very good.
There were a couple of hiccups, it's true - but these were minor and would certainly not stop me from fully recommending the care provider.
My mum has now moved into a care-home but had Home Instead carers for nine months, was cared for well and made some good friends along the way.

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Review from Nich H (Son of Client) published on 22 October 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum was supported by Home Instead for four years before finally having to move into a residential care home in October 2019. I cannot thank the carers enough for everything that they have done for my mum, from companionship to cleaning, personal care to shopping. She would never have been able to
remain safely and securely in her own home for so long had it not been for the wonderful support that she received. I have recommended Home Instead to several people in the past and would not hesitate to do so again.

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Review from Christina W (Daughter of Client) published on 30 September 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother and I were regular visitors to Dementia cafes in the area, they are a lifesaver. The people are so friendly, it’s a safe environment and so much information is exchanged. I have also, been present at the cycle day they arranged, what a fantastic experience and the looks on everyone’s faces
said it all. The Cinema visits again were a joy to go to. A relaxed atmosphere where no one was judged and the atmosphere relaxed. (Last visit, my mum actually fell asleep and snored. Not o dole complained) These activities supplied are amazing and life-changing. Cannot recommend highly enough.

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Review from Flynn R (Daughter of Client) published on 28 August 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent service provided, went above and beyond to provide care in a rapidly changing scenario. Very good communication with agency.

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Review from Philippa V (Daughter of Client) published on 9 August 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot recommend Home Instead highly enough. They have cared for my mother since March popping in twice a day. My mother really looks forward to their visits and it gives us the family peace of mind. The carers are friendly caring efficient kind and extremely reliable. The management are also the
same and will bend over backwards to accommodate any requests.
They offer a 5* service

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Review from Claire H (Daughter of Client) published on 19 March 2019
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Can't recommend Home Instead enough. From management to carers, everyone has been fantastic. Mum was well cared for, they gave her back her dignity, communication was efficient both with carers and management.

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Review from Kristin G (Client) published on 10 December 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Everything is absolutely super. Many thanks.

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Review from Mark L (Son of Client) published on 27 November 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We were over the moon with the care and compassion shown to Dad from Home Instead. From the management team, all the way through to the caregivers the staff were friendly, helpful, considerate, reliable. We can't speak highly enough of the company. If it wasn't for the fact that Dad now needs some extra
help and has moved to a care home we would be more than happy to carry on with Home Instead.


Very well done, thank you.


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Review from Sheila B (Wife of Client) published on 23 November 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been very happy with the service my husband has received. The carers have been kind and very respectful with a lovely sense of humour.

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Review from Iris H (Client) published on 18 June 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

All ladies take great care of me and my home is spotless. They all help me if I need shopping and always empty my bins.

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Review from Karen S (Daughter of Client) published on 13 June 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have been really impressed by Home Instead. The carer assigned to my mum was excellent and 100% reliable. I wouldn't hesitate to use them again and whole-heartedly recommend them.

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Review from Malcolm (Son of Client) published on 5 April 2018
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

A well-run organisation with flexible, helpful and understanding office staff at the end of the phone.
A high standard of care for my mother was provided – reassuring for me.

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Review from Denise R (Friend of Client) published on 5 February 2018
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

All the care and office staff who have been involved in the rapidly changing care needs of my friend have been extremely helpful and very flexible, and all at very short notice, and over the Christmas period which I am sure was quite difficult for them.


They have always been very willing to help

in any way that they can.

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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.

View Latest Report

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.


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