Home Instead (Sutton)

SBC House, Restmor Way, Wallington SM6 7AH
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9.9 29 Reviews
  • Home Instead (Sutton), Wallington
Home Instead Sutton, established in 2009, is the first elderly care company dedicated to serving the older people of the London borough of Sutton, that has been recognised as Outstanding by the CQC (January 2021).

Home Instead Sutton supports older people to live well and safely in their own homes across Cheam, North Cheam, Banstead, Belmont, Sutton, Carshalton, Wallington, Woodmansterne, Hackbridge, Morden and Beddington.

Many clients choose Home Instead because of the companionship-based care provided. Home Instead works hard to match Care Professionals with clients and ensure consistent service of Care Professionals with clients.

Through this attention to detail Care Professionals often establish strong bonds with clients and clients' families and become valued companions.

Home Instead supports and cares for all clients in all sorts of ways, ranging from companionship to home help, personal care and specialised dementia care.

Home Instead is recognised for the quality of Alzheimer's and dementia care provided and have a City and Guilds accredited training programme that provides staff with the tools to provide the best care possible.

Home Instead are as much about their training as well as the compassionate people employed. The focus is on passionate and warm-hearted Care Professionals who recognise that it’s the little things that make the difference.

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Care Provided by Home Instead (Sutton)

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Alcohol Dependence (past or present)
  • Cancer Care
  • Cleaning Service
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Food Preparation & Serving
  • High Dependency Care, two carers attending
  • Laundry Service
  • 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

  • Person in charge
  • Alison Legg (Registered Care Manager)

Funding & Fees Guide for Home Instead (Sutton)

  • Prices

  • £34.65 - £37.95 per hour

  • £34.65 per hour weekdays between 07.00 and 20.00.
    £37.95 between 20.00 and 07.00 evenings and at any time across the weekends.

Home Instead (Sutton) Reviews (29)

Total of 29, showing 21-29
9.9

Home Instead (Sutton) has a Review Score of 9.9 (9.947) out of 10, based on 29 reviews in the last 2 years. Over all time Home Instead (Sutton) has 29 reviews.

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Review from Peter F (Son of Client) published on 30 August 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother had 1-hour visits 5 days a week by this absolutely fabulous care service provider for many months. The care was second to none, and the personal involvement by all staff both visiting and in the office was brilliant and professional, and also importantly - very friendly. The contact that I
received and updates on the needs of my mother was very reassuring and comforting. I couldn't recommend this care service enough, with visits regularly on time, and very reliable. Finally what lovely people they have working in the office, as well as the visiting carers at the Wallington Surrey branch. Many thanks for a first-rate service and a massive thank you for looking after my mum.

Reply from Alison Legg, Registered Care Manager at Home Instead (Sutton)

Dear Peter - Thank you for your very kind words. It was always a pleasure visiting your mum. With best wishes, from the manager and all the team.


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Review from Adam S (Son of Client) published on 1 August 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have provided an excellent service from day one, finding a live-in carer very quickly to support my father whilst my mother was in hospital and then for both of them on her return home. They have provided a flexible service as care requirements changed and are always happy to help in anyway
they can. All the carers that I have met have been professional, caring, friendly and empathetic. I would highly recommend the Sutton team to anyone looking for assistance.

Reply from Alison Legg, Registered Care Manager at Home Instead (Sutton)

Thank you for your kind words. It has been a pleasure supporting your mum and dad.


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Review from Martin G (Son of Client) published on 14 July 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Everyone has been attentive and caring, we have had no issues with lateness or any reason for concern. Mum is enjoying the service and forming a friendly yet professional relationship with the team. She is forming different bonds with each of the carers.

Reply from Alison Legg, Registered Care Manager at Home Instead (Sutton)

Dear Martin, thank you for your kind words. It has been a pleasure supporting your Mum, best wishes.


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Review from E L (Daughter of Client) published on 11 July 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The team have provided ongoing care, first for my father and then for my mother, over many years and have been kind, professional and supportive through some very difficult times. The carers are currently providing friendly company for my mother and keeping a watchful eye out for her wellbeing when
the family cannot be there.

Reply from Alison Legg, Registered Care Manager at Home Instead (Sutton)

Thank you for your kind feedback. It has always been a pleasure supporting Dad and Mum over the years. I know the caregivers that visit have built great relationships with both Mum and Dad, best wishes Alison and Hayley


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Review from Graham S (Son of Client) published on 25 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot express adequately in words the highest quality of service from the carer and the team in support of my mother and my gratitude to them. From the very start of our relationship with the carer and the team, they have listened and taken the time to understand the care Mum wanted and needed. This
has evolved over time as her needs have changed. At every step of the way, our carer has been so proactive in seeing the changes that have been needed and communicating with Mum and the family and also so responsive to our requests. Being remote from Mum as I live overseas this has been so incredibly important. No request is too difficult! The caregivers have been so kind and provided both specific care needed but helped Mum so much by providing the care with warmth and providing such good company for her as she cannot get out of the house. Mum and I and the rest of the family have the highest level of trust in the team and the care they are providing. Highly highly recommended.

Reply from Alison Legg, Registered Care Manager at Home Instead (Sutton)

Thank you so much for your kind words. It is our pleasure to help your mother.


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Review from Anneka T (Granddaughter of Client) published on 22 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Caring, nurturing and kind hearted are just a few words to describe the amazing Home Instead Team. From the office staff to the carers and management team who provided top support for my 99 year old Grandmother. We cannot thank everyone enough for the care my Grandmother received for the last few
years of her life. Their adaptable approach when her health deteriorated meant that her final wishes were fulfilled and she was able to remain in her own home whilst on palliative support.
I was truly in awe of everyone who visited her from the Home Instead team and the respect they showed towards my Grandmother. My Grandmother enjoyed her visits and conversations with the staff whilst they aided her with any necessary care in her own home.
If you are looking for support for yourself, a family member or friend then I cannot recommend Home Instead enough. You will not be disappointed by the service provided!

Reply from Alison Legg, Registered Care Manager at Home Instead (Sutton)

Dear Anneka
It was an absolute pleasure looking after your grandmother, thank you for your kind words.
Best wishes.


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Review from Tracy S (Daughter of Client) published on 24 April 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The moment we met staff from Home Instead Sutton, we knew we had found the person we wanted to trust with Dad’s care. Hayley is kind, supportive and knowledgeable and really took her time to get to know what it was we were looking for. We’ve not looked back since! All the caregivers that come and see
Dad regularly are brilliant with him and we love the relaxed approach that means no uniforms or formality. They all bring empathy and kindness with them on each visit and support where and when they are needed. We’d highly recommend the whole set-up in Sutton and we look forward to working with the team in the months and years to come. Thank you!

Reply from Alison Legg, Registered Care Manager at Home Instead (Sutton)

Dear Tracy, thank you for your lovely feedback and for taking the time to do a review. Best wishes, Alison


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Review from Dominic C (Nephew of Client) published on 24 April 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead caregivers supported my uncle from the beginning of Covid until he passed away in September 2022. The care that he received was really excellent. They sorted out his flat, prepared and served meals and did all of his housework, always finding time to chat with him. When he became ill and
was hospitalised, the carers continued to visit daily to chat to him, and again he really appreciated this. The love and comfort which they provided at this difficult time was exceptional. In addition to the daily visits by caregivers, the manager also visited regularly and got to know my uncle. She was really supportive, especially through her liaison with services such as the pharmacy, GP and insurers, and in my view she went above the call of duty. In short, Home Instead befriended and looked after my uncle during his last days, cared for him and made him feel respected and loved. Thank you.

Reply from Alison Legg, Registered Care Manager at Home Instead (Sutton)

Dear Dominic, thank you for your kind words. It was a pleasure to look after your uncle. I know the Care Professionals that visited him became extremely fond of him. Best wishes, Alison


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Review from Andrew B (Son of Client) published on 23 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We approached Home Instead (Sutton) to provide care givers for my parents back in October. The people who came were kind, friendly and empathetic, always finding time not only to do what was required but to have a little chat as well. They came on time and my parents built up a nice relationship with
them and looked forward to them coming. Knowing that someone was coming in to see them twice a day gave the family some comfort. When one of them was unwell we were always told promptly.

Reply from Alison Legg, Registered Care Manager at Home Instead (Sutton)

Thank you so much for your kind words it was our privilege to help your parents. The team really enjoyed their time with them and we wish them all the very best for the future. Kind regards, Alison


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Current Review Score: 9.9 (9.947)

Overview of Review Score

The Review Score of 9.9 (9.947) out of 10 for Home Instead (Sutton) 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 29 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 29 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 4.947 for Home Instead (Sutton) is calculated as follows: ( (162 Excellents x 5) + (9 Goods x 4) ) ÷ 171 Ratings = 4.947

  • 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 Home Instead (Sutton) is based on 29 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: 27 Jan 2021

Overall
Outstanding

  • Caring

    Outstanding

  • Effective

    Good

  • Responsive

    Good

  • 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 (0)

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Meet the Team (5)

Alison

Alison Legg

Job Title: Care Manager

Joined: 2010

Care Manager for Home Instead Sutton.


Hayley

Hayley Thompson

Job Title: Assistant care Manager

Joined: 2013

Assistant Care Manager for Home Instead Sutton.


Ruth

Ruth Doubell

Job Title: Client Quality Supervisor

Joined: 2020

Client Quality Supervisor at Home Instead Sutton.


Hannah

Hannah Wilson

Job Title: Lead Care Coordinator

Joined: 2018

Lead Care Coordinator at Home Instead Sutton.


Emily

Emily Hilton

Job Title: Care Pro Quality Supervisor

Joined: 2020

Care Pro Quality Supervisor at Home Instead Sutton.


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