Home Instead (Norwich)

Suite 7 Diamond House, Vulcan Road North, Norwich NR6 6AQ
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9.7 100 Reviews
  • Home Instead (Norwich), Norwich
If you want to stay living comfortably at home, staff at Home Instead Norwich can help you make that choice an informed one.

Your home is where you feel the most comfortable and the happiest. It’s the place you know the best. Why would you move away from the place you love if you are faced with needing some extra care and support as you age?

They will work with you to provide flexible, personalised home care based on what you would like, how and when you want it.

Care Professionals are carefully chosen for their character and values and are expertly trained to support older people and their families. They match their interests, hobbies and personality with yours to so they can become the friendly faces you’ll grow to know and trust.

The company knows that cost is one of the biggest concerns about care, so they've made their service stress-free and excellent value. Costs are very easy to understand and manage, and you are always firmly in control.

Visits are a minimum of one hour and often longer. This provides plenty of time for quality care, conversation and building relationships.

Home Instead Norwich are family owned and operated and have been providing quality care since 2010.

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Care Provided by Home Instead (Norwich)

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Call in Service
  • 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
  • Chris Carter (Owner)

Funding & Fees Guide for Home Instead (Norwich)

  • Prices

  • Available on request

Home Instead (Norwich) Reviews (100)

Total of 100, showing 81-100
9.7

Home Instead (Norwich) has a Review Score of 9.7 (9.708) out of 10, based on 31 reviews in the last 2 years. Over all time Home Instead (Norwich) has 100 reviews.

Overall Experience

  • 83
  • 16
  • 1
  • 0
  • 0

Date Published

100
9
23
31
69

Review from Helen H (Daughter of Client) published on 4 May 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent service provided to my Mother for four months - agency was most accommodating and adaptable as her needs changed. Caregivers were reliable cheerful, caring and understanding with excellent interpersonal skill.s Admin team was efficient, courteous and thorough. My Mother felt totally confident
in all her carers who consistently satisfied all her needs in a professional yet friendly manner.

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Review from Rosalind M (Daughter of Client) published on 27 April 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We were delighted with the care provided for my mother as it enabled her to remain living alone in her home for the last 18 months of her life and to die at home with family around. The company's insistence on visits of at least one-hour meant that care never felt rushed. We were always notified of
a new caregiver and new carers were always introduced by a caregiver my mother trusted so that she felt confident about the ladies coming into her home. This also ensured that new ladies were aware of the routine and where to find things in the house.


All the ladies were lovely and by the time my mother died, felt like part of the family. They were truly kind and caring, willing to assist in any way. The reviews and care plans are conducted as required, reflecting my mother's changing needs and her dignity was a prime concern with the ladies and the office, all of whom worked with the family to deliver the best possible outcome. We have no hesitation in recommending Home Instead.


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Review from Joan D (Client) published on 13 March 2018
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I was very impressed by the high standard of service that the company provided, the service I received could not have been better.
The caregiver was wonderful, patient, willing, obliging, sympathetic and warm she is a truly compassionate person and I really miss her.

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Review from Sue C (Daughter of Client) published on 1 August 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum is very happy with the girls who pop in to look after her every morning. They check her taking her tablets and her insulin, do her breakfast, get her dinner and veg out of the freezer and make her a sandwich for her tea, also make sure she has a bottle of juice to drink. If she is happy, so am
I and that's what matters.

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Review from Anne B (Daughter of Client) published on 5 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have been the most amazing agency ever. Their carers have carried out all their duties to mum and dad with the greatest love and care imaginable. They have become part of our family for the last 2 years and I cannot recommend them highly enough.

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Review from H M (Client) assisted by family/friend published on 3 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Having the care workers twice a week has made a big difference to my life.
I enjoy their company and appreciate everything they do for me.

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Review from M J (Son of Client) published on 3 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Highly professional care delivered consistently.

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Review from B B (Client) assisted by family/friend published on 3 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very pleased with the service that I receive from all the carers and staff at Home Instead.

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Review from Mark W (Son of Client) published on 3 April 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead did a very good job and all carers were very helpful and friendly and they made mum happy every time they came.
There were a couple of issues what I brought to the notice of the senior manager and I was impressed by the way they were managed and delighted that problems were sold speedily
and with care so that there was no reoccurrence.

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Review from Alfred A (Client) published on 6 March 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have received an excellent service from Home Instead. The cheerfulness and understanding displayed by the caregivers has become a valued part of my life and I particularly value the flexibility of the service provided.

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Review from C H (Daughter of Client) published on 3 March 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Service manager very pleasant. Thorough, efficient and thoughtful.

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Review from B B (Daughter of Client) published on 26 January 2017
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead Senior Care were a lifesaver, my parents had refused all offers of help and care although they desperately needed it. They finally agreed to help for a couple of hours a week and the Home Instead Senior Care caregiver was an absolute lifesaver. He was friendly, caring and genuinely interested
in them and their lives. It made a big difference to their quality of life and Home Instead Senior Care were brilliant when there was a crisis. I would thoroughly recommend them to anyone with elderly relatives.

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Review from S C M (Sister of Client) published on 7 December 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very efficient - no complaints. Sister with Alzheimer's needing companionship.

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Review from Marcia L (Client) assisted by family/friend published on 17 October 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very dependable. Good company and helpful. They adapt very well to the situation and are professional. Give my family peace of mind as they all live away- e.g. London and Kings Lynn. The staff and visitors are very well trained and the family training on issues of Dementia is very good.

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Review from T R (Daughter of Client) published on 15 August 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I chose home Instead Senior Care in March 2014. Their representative came to my elderly mother's house to assess her needs and to highlight any safety issues. As my mother's health deteriorated there were other visits to re-assess the situation, the office kept both my mother and myself informed of
the rotas, they were very flexible when we had to change the rota at short notice.
All the carers were honest, reliable, efficient and genuinely caring people. I found it particularly helpful that every carer wrote a short paragraph about their visit in a file kept in my mother's house.Tthat way I knew about niggles before they became issues. Also the carers work part-time so they are not rushed off their feet and deadbeat. I can unequivocally highly recommend this provider of carers.

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Review from Helen B (Wife of Client) published on 24 May 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have had carers form Home Instead for four years. We like the way they listen to our needs and try to match us with the right carers. Having named carers gives security and builds confidence (when illness and frailty leaves you feeling dis-empowered) that confidence in your carers is really important.

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Review from Elizabeth H (Stepdaughter of Client) published on 15 April 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent service form the beginning. Initial interview very clear explaining what care could and could not be given. Excellent cooling off period, all terms clearly explained. Perfectly matched carers! excellent service highly recommended.

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Review from LMB (Daughter of Client) published on 18 February 2016
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy with Home Instead. The carers are very well matched for my Mother and the office staff are all superb. Care and communication levels are very high and I feel reassured and confident that my Mother is getting the best support enabling her to continue to live independently at home.
I have actively recommended Home Instead to several friends already.

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Review from Amanda R (Daughter of Client) published on 18 February 2016
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother continues to receive care from Home Instead caregivers three times a day. The caregivers are patient, attentive and professional. They respect her opinions and preferences while helping her to complete daily tasks such as dressing and eating. The team of carers are now all familiar faces to
mum and she enjoys their company. One caregiver has just initiated a new idea at bedtime, where mum and the caregiver take it in turns to read aloud from their shared book. I can't praise them highly enough. They are lifesavers!

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Review from B C (Client) assisted by family/friend published on 7 December 2015
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Your service was excellent but we only needed help to cover a holiday period. We plan to make use of your service again in 2016.

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Current Review Score: 9.7 (9.708)

Overview of Review Score

The Review Score of 9.7 (9.708) out of 10 for Home Instead (Norwich) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 31 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 30 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 4.708 for Home Instead (Norwich) is calculated as follows: ( (143 Excellents x 5) + (32 Goods x 4) + (9 Satisfactorys x 3) + (1 Very Poors x 1) ) ÷ 185 Ratings = 4.708

  • 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 (Norwich) is based on 30 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: 15 May 2019

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Good

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

View Latest Report

Awards / Recognitions (18)

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Meet the Team (16)

Our

Our Care Professionals

Job Title: Care Professionals

Joined: 2010

We are very proud to have a dedicated team of compassionate and reliable Care Professionals who go above and beyond to take care of our clients. These are people who really care.


We are delighted that many of our Care Professionals have moved on to join our office support team as you will see below.


Chris & Akie

Chris & Akie

Job Title: Franchise Owners

Joined: 2010

The Home Instead Norwich office is owned by the husband and wife team, Chris and Akie Carter.


They are committed to helping older people in Norwich enjoy later life and work closely with local organisations including Age UK, Norwich Older People’s Forum and the Alzheimer’s Society to support this.


Chris and Akie have experience in organising care for family members and this has helped them understand the challenges that families face when arranging care at home. They are committed to providing the same level of care for their clients as they would for their own parents.


Chris began his career as a community pharmacist and opened the Norwich office of Home Instead Senior Care in February 2010. Akie is a UEA graduate with experience working with vulnerable adults in the voluntary sector.


Emma

Emma

Job Title: Registered Manager/Client Experience Manager

Joined: 2013

Hi, I'm Emma. I joined Home Instead in 2013 as a Care Professional and have steadily progressed through a variety of roles including On-call Supervisor and Trainer. I am now the Registered Manager.


Ruth

Ruth

Job Title: Registered Manager

Joined: 2021

Hello, I'm Ruth! I joined Home Instead in March 2021 as a Care Professional Trainer. In 2023 I became the Registered Manager alongside Emma.


Egle

Egle

Job Title: Client Experience Manager

Joined: 2014

Hi, I'm Egle! I joined Home Instead as a Care Professional in 2014 before becoming an On-call Supervisor, Scheduler and more recently our Client Experience Manager.


Verity

Verity

Job Title: Client Experience Manager

Joined: 2022

Hi, I’m Verity. I joined Home Instead as a Client Experience Lead and more recently moved into the role of Client Experience Manager.


I am really passionate about helping people and making a real difference. I carry out care consultations with clients and sometimes their families so they have the right care and support that they are looking for in their visits with Home Instead.


Amanda

Amanda

Job Title: Client Experience Lead

Joined: 2012

Hi! I'm Amanda, I joined in 2012 as a Care Professional before taking on the role of Scheduler and more recently Client Experience Lead. I meet with the clients and carry out reviews completing reviews to ensure the care we provide adapts to their changing needs and meets our client’s expectations.


Elizabeth

Elizabeth

Job Title: Client Experience Lead

Joined: 2021

Hi, I'm Elizabeth and I'm a Client Experience Lead. I am responsible for meeting with our clients and their families on a regular basis to ensure the care we provide adapts to their changing needs.


Shirley

Shirley

Job Title: Finance Administrator

Joined: 2015

Hello, I am Shirley, the Finance Administrator at Home Instead. I have over 30 years of experience in finance, administration and customer service. I am responsible for many aspects of day-to-day administration including invoicing, payroll and bookkeeping.


Jody

Jody

Job Title: Recruiter

Joined: 2021

Hi, I’m Jody. I started my Home Instead journey as a Care Professional and I now work in the office as the Recruiter.


I am responsible for recruiting more fantastic Care Professionals and Key Players.


Margarete

Margarete

Job Title: Care Pro Experience Administrator

Joined: 2021

Hello, I am Margarete, the Care Professional Recruitment Administrator at Home Instead. I joined Home Instead in September 2021. My role is to support the Recruiter with all aspects of recruitment administration. I enjoy being part of a team that strives to improve the lives of older people by providing them with the level of care they need.


Rebecca

Rebecca

Job Title: Care Professional Experience Lead

Joined: 2021

Hi, I’m Rebecca, I started my Home Instead journey as a Care Professional before moving into my current role. I am responsible for supporting Care Professionals through their Home Instead journey through training and support visits.


Sonia

Sonia

Job Title: Care Professional Experience Lead

Joined: 2021

Hi! I am Sonia, and I am responsible for supporting Care Professionals through their Home Instead journey through training and support visits.


Jenny

Jenny

Job Title: Care Professional Experience Lead

Joined: 2023

Hi! I am Jenny, and I am responsible for supporting Care Professionals through their Home Instead journey through training and support visits.


Katrina

Katrina

Job Title: Scheduler

Joined: 2023

Hi! I'm Katrina, and I am the Scheduler for Home Instead alongside Catherine.


I help organise the day-to-day visits for Care Professionals and clients.


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Catherine

Job Title: Scheduler

Joined: 2022

Hi! I am Catherine and I initially joined Home Instead as a Care Professional. I am now the Scheduler alongside Katrina, which means I help with the arrangement of client and Care Professionals' daily visits.


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