Home Instead (St Helens)

Suite 2, Fifth Floor, Century House, Hardshaw Street, St Helens WA10 1QU
Submit a Review
9.9 37 Reviews
  • Home Instead (St Helens), St Helens
At Home has been proudly providing expert home care to the St Helens community for over a decade. As a family-run business, care is not just what they do—it’s who they are. Their family works at the heart of their service, ensuring compassionate, professional, and reliable care for your loved ones. From directors to field care professionals, their team brings years of expertise and dedication to every home they support.

They specialize in creating bespoke care packages, ensuring clients are always at the center of their care journey. Whether you need companionship, home help, or healthcare at-home support, they are here for you.

Show Home Instead (St Helens) on the Map

Care Provided by Home Instead (St Helens)

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • Cleaning Service
  • Companionship
  • Dementia
  • Domestic Services / Home Help
  • Food Preparation & Serving
  • High Dependency Care, two carers attending
  • Laundry Service
  • Medication Assistance
  • Older Person Care
  • Palliative Care
  • Personal Hygiene Care
  • Physical Disability
  • Respite cover
  • Sensory Impairment
  • Shopping Service / Errands
  • Sit in Service
  • Other Care Provided
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments
  • Risk Assessments in the Home

Good to Know

  • Person in charge
  • Charlotte McGregor (Director of Care Services)

Funding & Fees Guide for Home Instead (St Helens)

  • Prices

  • Available on request

Home Instead (St Helens) Reviews (37)

Total of 37, showing 1-20
9.9

Home Instead (St Helens) has a Review Score of 9.9 (9.915) out of 10, based on 14 reviews in the last 2 years. Over all time Home Instead (St Helens) has 37 reviews.

Overall Experience

  • 33
  • 2
  • 0
  • 0
  • 2

Date Published

37
8
10
14
23

Review from G Y (Daughter of Client) published on 20 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Excellent care of my mother during her last days by all the team. The carers were always friendly and supportive and made her last days very comfortable and enabled her to stay at home.
Also excellent care before she deteriorated.

Reply from Ben Smith, Operations Director/ Owner at Home Instead (St Helens)

Thank you for your lovely comments. It was a pleasure to provide care to your mother.


Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from S S (Wife of Client) published on 14 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My husband and I get great support from Home Instead. Having a carer come to our house allows me time to myself that I value greatly. My husband and the carer get on very well and have a good relationship. Equally important is the good relationship between carer and myself.

Reply from Ben Smith, Operations Director/ Owner at Home Instead (St Helens)

Thank you for your lovely review. It is a pleasure to be able to care for your husband and allow you to get time for yourself.


Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from H S (Daughter of Client) published on 12 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The service and personal care we received from the HomeCare Team for my dad was outstanding. The team and the management went above and beyond to ensure the final wishes of my dad were respected and honoured, no words can express how grateful I and my mum are for the care and respect shown.
I would
not hesitate to recommend Home Instead.

Reply from Ben Smith, Operations Director/ Owner at Home Instead (St Helens)

Thank you for your kind review. It was an honor and a privilege to look after your dad.


Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from K C (Next of Kin) published on 12 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am really happy with the care my uncle is getting I have no concerns. I would definitely recommend this care agency to other family and friends.
The deputy care manager, I can't thank you enough for what you and your team do for my uncle he has got good bonds with the carers. Thank you
Would I
have the bed call pushed abit later if possible like 830pm thanks x

Reply from Ben Smith, Operations Director/ Owner at Home Instead (St Helens)

Thank you for your positive review. It is a privilege to look after your uncle. We will look into your issue for you.


Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from C D (Daughter of Client) published on 12 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

A fabulous service. Carers are professional and punctual. They are all kind and caring and take the time to talk. The app is so useful so that we can keep track of the visits. Managers check in regularly to ensure that everything is working well. I highly recommend this care company. Thank you.

Reply from Ben Smith, Operations Director/ Owner at Home Instead (St Helens)

Thank you for your amazing review. Its a pleasure to look after your dad, he brings lots of laughs and joy to his team.


Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from B P (Client) published on 12 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very satisfied with the care I'm receiving, as I was with the care for my late husband. It's good to have the same carers regularly as they know where things are and what I like. They are both very friendly and kind, and willingly do what I ask, as well as listening patiently to my reminiscences.
This is important to those of us who live alone.
Both the carers and office staff are efficient and professional, but I feel the carers deserve regular contracts and better pay for the difficult work they do.
I can recommend Home Instead to anyone seeking good quality service.

Reply from Ben Smith, Operations Director/ Owner at Home Instead (St Helens)

Thank you for your lovely review. It is a pleasure to provide such high-quality to you, we pass your thanks to your team.


Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from Alison B (Daughter of Client) published on 12 March 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Although we have only been with Home Instead (St Helens) for 2/3 weeks we have been very happy with the service provided so far. Our dad's caregiver has been amazing and he seems to be very comfortable with her. We get detailed feedback from every visit which we find invaluable and gives us peace of
mind that dad is ok.
We have had experience with other care providers but Home Instead are by far the best we have found. Thankyou :)

Reply from Ben Smith, Operations Director/ Owner at Home Instead (St Helens)

Thank you for your great review. We are glad you are having such a positive experience with us and will continue to work with you.


Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from Trish M (Wife of Client) published on 5 November 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have been an excellent support for me and my husband who suffers from Dementia. By having a 'Buddy' come to our home it has allowed me to have some valuable time to myself. They get on really well together and are building up a good relationship. Can't praise Home Instead enough.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from C P (Client) published on 25 June 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

What can I say about Home Instead that fully describes the care they give. The office staff and the carers are so kind, and considerate and nothing is too much trouble. They really are the best. I would thoroughly recommend

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from M M (Daughter of Client) published on 24 June 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The care being provided for my father is professional and compassionate. All staff, both admin and direct care, are providing the best care that we could ask for. They are considerate and invested in ensuring Dad is comfortable and safe. There is also a high level and reassurance for the family in what
is a very difficult time.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from Catherine P (Niece of Client) published on 5 January 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead has looked after my auntie for many years and has always been consistent and professional with their care. My auntie could be difficult at times but they were able to work around her needs.
We found the girls to be very friendly and caring towards Auntie and the communication with us was
always professional and informative.
Thank you again.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from Helen M (Daughter of Client) published on 1 December 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I have used Home Instead for my mum for a number of years. Privately, and now through social care.
We have always been very impressed and extremely happy with the consistently high standards displayed and maintained throughout the years.
During the last ten months, Mum has needed more frequent care
throughout the day. We have been particularly happy with the level of care and commitment shown by all at Home Instead.
Thank you to everyone there. We are extremely pleased with everything that you do , and continue to do.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from A R (Son of Client) published on 27 November 2023
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

We are new to Home Instead so we are still getting used to each other. It has taken a few weeks for my mother to settle but she seems happy now she has got into a routine.
The ladies who attend to her needs are professional and have managed to gain her trust.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from John S (Son of Client) published on 27 November 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Overall our experience of Home Instead has been very positive. It is sometimes difficult to get visit timings to be consistent as anything could "crop up" on a previous visit, but that said, it's never been a big problem. Staff never let us down and have always been courteous and helpful. The team have
been very friendly towards my mum, and we have been very happy with the service.
When we wanted to make changes, it was a refreshing change to always be able to reach the main contact number immediately, reaching someone straight away who was always ready to assist.
Thank you, Home Instead.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from Angela B (Client) published on 3 March 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very happy, care is the best I have ever had. Staff are very nice and helpful.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from L D (Granddaughter of Client) published on 13 February 2023
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Home Instead unfortunately needed an unnecessary amount of prompting in order to fulfil even the most simplest of tasks set, which was to get rid of out-of-date food from the fridge and warm up a microwave meal. Their knowledge in caring for Dementia patients are lacking and this shows in their communication.
Their understanding is that Dementia sufferers will ask for help when they need it, many family members dealing with loved ones with this Alzheimer's disease will know that this is not the case. Management were also very discompassionate when discussing care requirements.

Reply from Ben Smith, Operations Director/ Owner at Home Instead (St Helens)

Thank you for your comments. Please let me reassure you that the matter has been fully investigated and any appropriate action taken.


Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from Lesley C (Daughter of Client) published on 11 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Did not fulfill tasks from the outset as per the care package. My Mum suffers with dementia and needs to be prompted to eat/drink. Carers had to be prompted to prepare even a microwave meal. Left mum with out-of-date food. Very little consistency. Rather than helping in caring for my mother made things
much more difficult. Withdrew care when mum required more personal care without liaising with me. Pay a very low rate for their care assistants, hence staff shortages.

Reply from Ben Smith, Operations Director/ Owner at Home Instead (St Helens)

Thank you for your comments. Please let me reassure you that the matter has been fully investigated and any appropriate action take.


Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from Julia B (Daughter of Client) published on 28 March 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead St Helens have been caring for my Mum for the past 4-years, and I can honestly say I couldn't do without them -they are angels!
My mum lives with dementia, which has been getting progressively worse, but her care team of three carers have a wonderful way with her and know exactly how to
communicate with her and make her laugh. She always remembers their faces, even though she now cannot now remember their names, but having had the same carers over the years has meant that she knows them as her friends.
The reassurance of the office team has been a tremendous help to us, and nothing is too much trouble. The organization of Mum's care, the care delivered by all of the team and the communication from the office has meant that I can live my life knowing that Mum is in safe hands.
Thank you, Home Instead.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from Karen F (Daughter of Client) published on 8 July 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The team have been a lifeline for our Mum and the family. They offered Mum the support she needed to enable her to remain in her own home for as long as possible and alleviated some of the stress caring for Mum's needs placed on the family members involved. Home Instead provide a consistent package
of care to Mum and offered the family reassurances about her care. Despite a couple of misunderstandings, quickly settled, the service from the team was amazing and we can’t thank them enough and really do appreciate all of their support and understanding.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Review from Ian W (Son of Client) published on 8 June 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum was cared for by Home Instead for a number of years. She was shown kindness and compassion by the carers, and a number of them got to know her very well. The management team were always very supportive, and listened and acted on any concerns that she had. Communication with us was always prompt
when there was an issue that needed dealing with. Our only concern was that sometimes carers would appear that Mum didn't previously know.

Staff

Care / Support

Management

Treated with Dignity

Value for Money

Current Review Score: 9.9 (9.915)

Overview of Review Score

The Review Score of 9.9 (9.915) out of 10 for Home Instead (St Helens) 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 14 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 14 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 4.915 for Home Instead (St Helens) is calculated as follows: ( (75 Excellents x 5) + (7 Goods x 4) ) ÷ 82 Ratings = 4.915

  • 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 (St Helens) is based on 14 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: 11 Jun 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 (7)

Loading

Loading

Loading

Loading

Loading

Loading

Loading events

Meet the Team (1)

Julia

Julia Smith

Job Title: Managing Director

Joined: 2012

Having looked after my elderly relatives for many years I know from first-hand experience how stressful and emotional it can be looking after a loved one or having to rely on others for help in the tasks of daily living. Not being able to rely on consistent high quality care was my major concern and it meant that on leaving my job I became the main caregiver for my loved ones. I wanted be able to have confidence to know that my family were being looked after properly, with dignity and respect when I wasn't there.
I was attracted to Home Instead due to its firm belief in the independence of individuals and in the desire to provide the highest quality care to older people living in their own homes. Their ethos and values of promoting the independence, choice and quality of life for older people is simple but so refreshing and having consistent CAREGivers to enable a relationship of respect and trust to develop is essential.
My role in the business is to build relationships with local providers and organisations; look for opportunities for Home Instead to contribute to the local community, and to manage the business side of the operation.
I have developed, with my daughter, a family business with family values to enhance the lives of older people in St Helens and surrounding areas.


Frequently Asked Questions about Home Instead (St Helens)

What Type of Services does Home Instead (St Helens) offer?

Home Instead (St Helens) offers Home Care.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Home Instead (St Helens) to verify any information. View our terms and conditions. Home Instead (St Helens) has an Enhanced Service – more info.