Manorcourt Homecare (Norwich)

Unit 17 Bowthorpe Shopping Centre, Wendene, Norwich NR5 9HA
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8.4 43 Reviews
  • Manorcourt Homecare (Norwich), Norwich
Manorcourt Homecare Norwich offers a range of bespoke care packages for individuals who wish to remain at home for as long as possible.

A wide range of tailored care packages are available including personal care, respite, live-in care, domestic care, a pop-in-service, meal preparation and escort services.

The experienced and friendly care team are all meticulously trained to ensure the highest standards of care and attention are given.

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Care Provided by Manorcourt Homecare (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
  • Laundry Service
  • Learning Disability
  • Older Person Care
  • Palliative Care
  • Personal Hygiene Care
  • Physical Disability
  • Respite cover
  • Sensory Impairment
  • Shopping Service / Errands
  • Sit in 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

Good to Know

  • Person in charge
  • Anne-Marie Brown (Manager)

Manorcourt Homecare (Norwich) Reviews (43)

Total of 43, showing 1-20
8.4

Manorcourt Homecare (Norwich) has a Review Score of 8.4 (8.379) out of 10, based on 16 reviews in the last 2 years. Over all time Manorcourt Homecare (Norwich) has 43 reviews.

Overall Experience

  • 13
  • 19
  • 6
  • 3
  • 2

Date Published

43
4
6
16
27

Review from E B (Client) published on 13 February 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Carers are struggling with PPE. So thin and cheap. Office staff don't listen to what you say or seem to care.
A carer broke my brand-new toilet.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

All staff are supplied with PPE that are to government standards. We will call in relation to your toilet as this has not been brought to our attention. We are however pleased you scored the staff and your treatment so highly.


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Review from C T (Daughter of Client) published on 10 December 2024
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

Stressful. Was supposed to take some pressure away but created work with numerous phone calls and emails. Arrival times were not consistent and not policed/flagged when they were out of service time. Standard hygiene basics were not done, for example, wiping the commode seat, so I was wiping traces
of faeces myself after they'd emptied the commode. Didn't always do as asked/paid to do so I ended up doing myself. Took months to get them to change the bed sheets - for some reason, this was too much for the staff to do once a week but we got there in the end after a complaint - however, there is no complaint procedure in place. The company needs better controls in place to ensure best practice is adhered to and complaints are taken seriously and followed up with details of what to do next if you are not happy - eg the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014: Regulation 16.
A disappointing 9 month's experience.
The staff were ok. One in particular was attentive.

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Review from Anita L (Wife of Client) published on 31 October 2024
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

Service has gone downhill. Three days a week it's good when we have regular carers. There are a few really good ones but unfortunately not many. We have had some recently drench the bedroom carpet with urine, then left without saying a word. Others have refused to change his pad saying not dirty enough.
Constantly late which causes him pain, discomfort and exhaustion. He now will not get up unless he knows that it's going to be one of the good ones coming. When I complain to the office I am told they will get back to me but they do not.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

I'm sorry you have felt the need to leave a bad review. I understand it was addressed the incident in the bedroom and the care co reported her findings back to you. There has been vast roadworks in the area for the last 12 months which I agree have caused issues for the staff to get through. Hopefully, this will be rectified soon when they come to a close.


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Review from Marie S (Daughter of Client) published on 24 September 2024
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Three carers are good we have found, all others are not, will not do what I've asked at all. When reported to the office, nothing is done, no change, and when reported damage to a new piece of furniture, they fobbed me off, either they don't have liability insurance or think that's acceptable. The only
reason we didn't change is dad is moving soon, thank God.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

We are sorry you have felt that the care has not been adequate. I can assure you that the company does have insurance as stated in the service user guide and statement of purpose. As previously explained at assessment and after you called the office it was your responsibility to inform your insurance that you were receiving care. We wish Dad well when he moves.


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Review from R T (Husband of Client) published on 12 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Some staff need extra training (making beds, assisting patient). Late on calls up to two hours - could advise by phone if late or short-staffed.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

I'm sorry you feel that the service has not met your expectations. We try to contact all service users if the care worker is late due to sickness or other unavoidable incidents. The training is in the process of a new structure so improvements should be seen.


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Review from D G (Husband of Client) published on 16 May 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very pleased with the professional and friendly care provided to my wife.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

We are pleased you are happy with the service, we will pass to all the care staff.


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Review from F S (Husband of Client) published on 19 February 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The majority of carers are good, however the recent new influx of staff have been a mixed group. Some have struggled to do even the basics properly and have resulted in a lack of confidence with the service user.
We miss our regular carers who have moved to different areas and for the first time when
rotas are issued, we do not feel comfortable when certain names appear. I am impressed with certain individuals however I would say the overall service has gone down of late.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

We are glad you are happy with most staff. The new staff have all been on the same training as all staff, however, we have already identified some issues to which we have introduced a day 6 training. We are hoping this will make you feel more comfortable.


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Review from Kevin N (Brother of Client) published on 13 February 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Lovely carers, always friendly, get on well with my sister.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

Thankyou for the review we are really pleased that we are providing a good service for your sister.


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Review from Ria C (Daughter of Client) published on 12 December 2023
Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

I can't fault the carers - they are amazing, but, the organisation above is dire. Morning visits occurred up to 11;45 which clashed with lunchtime care. Absolutely a waste of mum's money as well as their time. An apparent 'System failure' meant no carers turned up 2 days in a row, with no contact or
apology, leaving mum confused and vulnerable after a hospital visit. Personally, I would avoid, unless the organisation gets their act together!

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

We are sorry you have experienced issues. Unfortunately, no contact was made with us about mums discharge resulting in her not receiving care.
Mum had stated that she was happy with any time am as she was purely a shower call with no meds or breakfast. We are very pleased however that mum enjoyed attending our Larry's Club and the Christmas meal last week.


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Review from Audrey N (Client) published on 6 December 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

The carers are all very good while they are here but I wish they could be here longer. I always remember something after they have left.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

I will pass on your feedback to the staff. We are pleased you are happy with the team. I understand changes have been made to your package since the review and more care is now being provided.


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Review from Peter J (Husband of Client) published on 22 November 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Everything continues to be good as usual.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

It is good to hear the standard of care continues to be of excellent quality I will let the team know.


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Review from John S (Husband of Client) published on 21 July 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We put in place a care package for my wife who needed end-of-life care. The manager came to our house and carried out a very thorough and professional assessment of her needs. The carer arrived on time as promised, and was smart and charming. She was exceptionally sensitive and caring towards me and
my wife and was gentle and knowledgeable in her care. I was extremely impressed and very grateful.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

We are so glad you were pleased with the service you received. We pride ourselves on compassion in these difficult times. I will pass on your lovely words to all the team involved.


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Review from Brian B (Client) published on 13 July 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My experience with my carers is usually good but sometimes I do have to wait a long time, often in the morning which disorganises the times for my tablets. My food is well done - thank you.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

Thank you for your feedback. We are sorry sometimes your calls are later than you would like, and will look at ways of making improvements. We are glad that you like the food that is prepared for you.


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Review from Emma B (Daughter of Client) published on 28 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Our mother has been having home care visits from Manorcourt for a couple of months now. Communication with management has been very good and much better than we experienced with her previous provider. Mum says the carers are generally friendly, professional, kind and thorough and although visits can
occasionally feel rushed, she feels that the carers genuinely care about her.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

Thank you. I will pass on to the care team mums comments. We are pleased that all is going well and hope to continue with the same standard.


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Review from Sharon G (Client) published on 22 April 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My carers have been my carers since last November, am I happy? You bet I am, especially with the two boys. They have become more than my carers, they are family. They are kind, supportive, honest and are a complete godsend. When says are tough, they keep me going and for that, I'm truly going.

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Review from M E (Granddaughter of Client) published on 28 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

Tonight’s service for my Grandad was very poor and I’m disgusted with how my nan was treated by your carers tonight. Two carers came in and decided to dictate what was going to happen and how it was going to happen. My nan can’t do everything, she only lends a hand when she can. Her back hurts, she’s
in pain. The carers are paid to do their job, supposed to come in and be respectful and help out my grandad and leave. One of the carers was quite rude towards my nan and when I stepped in and decided to say something, she was very rude towards me as well, which I didn’t like at all and my Nan didn’t appreciate it much either. They both left to do other calls leaving my poor grandad and returned 45 minutes later to finish off the job they were supposed to do earlier. I am disgusted and upset with how my Nan was treated and would appreciate it if it never happens again.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

I'm sorry you feel that way. Each package is allocated time and unfortunately, on this occasion, grandad's needs went over the time allocated. Hence the team left and then returned. My team will make contact to discuss your concerns.


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Review from A E (Client) assisted by family/friend published on 11 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I am happy with the service provided and with the way I am treated. The carers are always pleasant and kind and happy to do what ever I ask them to do for me.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

I will pass on your kind words to the team and am glad that you are happy with the service you receive.


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Review from Joy C (Wife of Client) published on 9 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Overall happy with care my mother has received from all your staff.
Things have been more difficult in November with last minute holidays and general shortage of staff. We felt that some new employees were sent out without full training, also language difficulties

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

We are glad your are happy overall with the care. All employees have a full weeks induction training then shadow shifts before they start. We will look into your concern and rectify any shortfalls identified through additional supervision if needed.


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Review from M A (Daughter of Client) assisted by family/friend published on 9 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I always find carers and management friendly and helpful. Nothing is too much trouble.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

Thankyou for your kind feedback I will pass on to all the team.


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Review from Stephen L (Client) assisted by family/friend published on 24 August 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Staff are very friendly and efficient, always taking the time to make sure they have covered all my care needs.

Reply from Anne-Marie Brown, Registered Branch Manager at Manorcourt Homecare (Norwich)

Thank you for your kind words, I will pass them on to the care staff.


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Current Review Score: 8.4 (8.379)

Overview of Review Score

The Review Score of 8.4 (8.379) out of 10 for Manorcourt Homecare (Norwich) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 3.5 out of 5 from 16 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 4.9 out of 5 from 9 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 3.479 for Manorcourt Homecare (Norwich) is calculated as follows: ( (29 Excellents x 5) + (27 Goods x 4) + (11 Satisfactorys x 3) + (14 Poors x 2) + (13 Very Poors x 1) ) ÷ 94 Ratings = 3.479

  • 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 Manorcourt Homecare (Norwich) is based on 9 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 = 4.9

  • 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: 9 Mar 2018

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 (6)

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Meet the Team (1)

Anne-Marie

Anne-Marie Brown

Job Title: Branch Manager

Joined: 2016

Anne-Marie has completed her NVQ 5 in Health & Social Care. She started working at Manorcourt Homecare in 2016 and prior to joining the company was a Senior Care Co-ordinator.
To be good in your role Anne-Marie believes you need to be a good communicator, have a good rapport with all, empathy and respect.
Anne-Marie enjoys all the arts of her day; dealing with challenges and resolving issues is rewarding.
The biggest professional challenge in her current role was being able to turn around an area which was struggling and her biggest career highlight to date was being nominated and selected as a finalist for the carers award and the Groups Star Awards in 2018.
Qualities that make a good home manager are being someone with good organisational skills, and showing respect and empathy towards all staff and service users. To be non-judgmental and not influence your own personal beliefs on others. To lead and guide, not to pressure and demand.
Anne-Marie is looking forward to improving the quality and turnover.
Outside of work, Anne-Marie likes walking her dog on the beach and woodlands with my husband, embarrassing her grandchildren and eating out with friends.


Frequently Asked Questions about Manorcourt Homecare (Norwich)

What Type of Services does Manorcourt Homecare (Norwich) offer?

Manorcourt Homecare (Norwich) offers Home Care.

How many Carers does Manorcourt Homecare (Norwich) employ?

Manorcourt Homecare (Norwich) employs 42 carers.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Manorcourt Homecare (Norwich) to verify any information. View our terms and conditions. Manorcourt Homecare (Norwich) has a Platinum Service – more info.