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Home Instead (South East Northumberland) has a Review Score of 9.8 (9.778) out of 10, based on 17 reviews in the last 2 years. Over all time Home Instead (South East Northumberland) has 48 reviews.
Review from G O (IMCA (Independent Mental Capacity Advocate) Deputyship) published on 18 March 2025
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Reply from Chloe Brown, Head of Client Experience at Home Instead (South East Northumberland)
Thank you for your review. We greatly appreciate your feedback, and we are thrilled to read that our service has made a positive impact on your client's life. It's also wonderful to know that you find our service responsive. We are committed to maintaining high standards and are grateful for the opportunity to support your Client.
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Review from John S (Husband of Client) published on 17 March 2025
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Reply from Chloe Brown, Head of Client Experience at Home Instead (South East Northumberland)
Thank you for your kind and thoughtful review. I am delighted to read that you have experienced first-class service and that the care professionals have provided relationship-centered care with dignity. It is also wonderful to know that you found the communication to be effective. Your feedback truly means a great deal to us. Thank you again.
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Review from Louise R (Daughter of Client) published on 25 February 2025
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Reply from Chloe Brown, Head of Client Experience at Home Instead (South East Northumberland)
Thank you for taking the time to leave such a wonderful review. We are thrilled to read that the support your Mum receives is done so with dignity and kindness, which in turn provides you with peace of mind. We are committed to providing a service which is delivered with passion and kindness, enabling people to live their best life. Once again, thank you for taking the time to share your thoughts with us. Your feedback helps us to continually improve and enhance our services for all of our clients.
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Review from Nicola F (Daughter of Client) published on 10 September 2024
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Reply from Chloe Brown, Head of Client Experience at Home Instead (South East Northumberland)
Thank you for taking the time to share your wonderful review. We sincerely appreciate your kind words; it is a privilege to support your Mother. Receiving such feedback is invaluable to the team and it reassures us that we are meeting the expectations of our clients and their family members. Thank you once again for your trust and support.
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Review from Jill K (Daughter of Client) published on 7 May 2024
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Reply from Amy Moss, Registered Manager at Home Instead (South East Northumberland)
Thank you for taking the time to leave feedback. Your insights are invaluable to us as we continually strive to improve and provide the best possible care to our clients. I am so happy to hear the support and peace of mind this service provides you and your mother and the difference our fantastic care professionals make. Once again, thank you for taking the time to share your thoughts with us. Your feedback helps us to continually evolve and enhance our services for all of our clients.
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Review from Jacqueline T (Daughter of Client) published on 23 April 2024
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Reply from Amy Moss, Registered Manager at Home Instead (South East Northumberland)
Thank you for your feedback. I am pleased to hear you were happy with the care provided. We are sorry to hear about the feeling of frustration you have experienced. Our aim is to provide the best possible care and support to clients and their families, we take this responsibility seriously. I have since this, reached out to you privately to discuss this in more detail and understand your frustrations. We feel this is important as there were inaccuracies in the review, and it seems like there was some confusion in the termination process. I wanted to thank you for taking the time to help me fully understand the frustrations raised within this review, we concluded there was more clarity required in your understanding of the termination process including the invoices and charges, we have taken this feedback on board and will review this with the team going forward. I am pleased that you are happy with the outcome of our discussion.
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Review from Keith S (Client) published on 19 March 2024
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Reply from Chloe Brown, Head of Client Experience at Home Instead (South East Northumberland)
Thank you for taking the time to leave feedback. Your insights are invaluable to us as we continually strive to improve and provide the best possible care to our clients. Upon reviewing your feedback, we noticed your comments regarding care professional allocation. We truly appreciate your input, and we would like to understand further to ensure we address any concerns you may have. Your satisfaction is our top priority, and we want to ensure that every aspect of our service meets your expectations. We will be reaching out to you shortly to discuss your feedback in more detail and gather additional information to better understand your perspective. Please rest assured that your feedback will be taken seriously, and we are committed to implementing any necessary changes to improve our services. Once again, thank you for taking the time to share your thoughts with us. Your feedback helps us to continually evolve and enhance our services for all of our clients.
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Review from Rachel P (Daughter of Client) published on 13 March 2024
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Reply from Chloe Brown, Head of Client Experience at Home Instead (South East Northumberland)
Thank you for taking the time to leave such a wonderful review. Reading your kind words is truly uplifting and serves as a testament to the dedication and compassion of the team here at Home Instead South East Northumberland. It is a pleasure supporting your Mum and we look forward to continuing to do so in the future.
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Review from Keith D (Client) published on 13 March 2024
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Reply from Chloe Brown, Head of Client Experience at Home Instead (South East Northumberland)
Many thanks for taking the time to leave us a wonderful review; your feedback is incredibly valuable to us. It is a pleasure supporting you and we look forward to continuing to do so in the future.
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Review from D W (Daughter-in-law of Client) published on 6 March 2024
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Reply from Chloe Brown, Head of Client Experience at Home Instead (South East Northumberland)
Thank you for taking the time to submit a review for Home Instead South East Northumberland. We are delighted to read that the service we are providing is meeting the needs of your mother-in-law. At Home Instead, our goal is to enhance the lives of those we care for, and your positive feedback reinforces our commitment to delivering high-quality care. Thank you for choosing Home Instead South East Northumberland - we look forward to continuing to provide excellent care and support for your loved one.
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Review from L O (Daughter of Client) published on 8 November 2023
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Reply from Amy Moss, Registered Manager at Home Instead (South East Northumberland)
Thank you for taking the time and effort to write a review about your experience with Home Instead. We really appreciate the feedback about the service and I will share this with the whole team. It is very pleasing to read about the comfort we have helped to provide.
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Review from Kevin N (Son of Client) published on 8 September 2023
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Reply from Sunny Singh, Director at Home Instead (South East Northumberland)
Thank you for taking the time and effort to write a review about your mother. We really appreciate the feedback about the service and I will share this with the whole team. It is very pleasing to read about the comfort we have helped to provide to you and we will strive to continue this in the future care of your mother.
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Review from S T (Daughter of Client) published on 17 August 2023
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Reply from Sunny Singh, Director at Home Instead (South East Northumberland)
Thank you for taking the time to write a review; we appreciate the feedback. It is great to see that we have met your expectations in Mum's care, and you have provided such positive feedback.
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Review from Rob S (Son of Client) published on 5 June 2023
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Reply from Sunny Singh, Director at Home Instead (South East Northumberland)
Thank you for taking the time to write a review and we appreciate the feedback. It is great to see that you are confident in the service we are providing to your Dad. It is a privilege to be play a part in enabling your Dad to remain at home in familiar surroundings.
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Review from Patricia S (Daughter of Client) published on 3 April 2023
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Reply from Guy Kirk, Director at Home Instead (South East Northumberland)
Thank you so much for taking the time to write such a detailed review. We really appreciate this, and it is lovely to receive such positive feedback. We will share this with all those Care Professionals and office team members involved in supporting your mam. They will, I know, be so pleased to read this.
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Review from J L (Client) published on 22 March 2023
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Reply from Guy Kirk, Director at Home Instead (South East Northumberland)
Thank you so much for submitting a review - we really appreciate your feedback and are so glad things are going so well.
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Review from Jenny L (Daughter-in-law of Client) published on 20 March 2023
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Reply from Guy Kirk, Director at Home Instead (South East Northumberland)
It means so much to hear that you feel we provided such good care for your father-in-law and to hear you say your experience was a model of how good care should be provided is very humbling. Thank you for taking the time to write this review.
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Review from Ian M (Son of Client) published on 9 March 2023
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Reply from Guy Kirk, Director at Home Instead (South East Northumberland)
Thank you so much for taking the time to write a review for us and we really appreciate your lovely comments. It is so good to know we are providing care that you feel you can rely on and that you would recommend us to others!
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Review from Elaine W (Daughter of Client) published on 31 May 2022
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Reply from Guy Kirk, Director at Home Instead (South East Northumberland)
Dear Elaine,
Thank you so much for taking the time to provide this review. We have been privileged to support your parents and to have contributed to the peace of mind for you and your family is something we are so pleased to hear. Best Regards.
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Review from Annina G (Daughter of Client) published on 30 March 2022
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Reply from Guy Kirk, Director at Home Instead (South East Northumberland)
Hello Annina, thank you so much for taking the time to write us such a lovely review - which I will pass on to those caregivers who supported your father and all of our office team who work so hard behind the scenes to make sure things run smoothly. It has been a privilege to provide the support your father needed and to get such feedback is so much appreciated. Thank you again.
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The Review Score of 9.8 (9.778) out of 10 for Home Instead (South East Northumberland) is based on a) the Average Rating and b) the number of positive Reviews.
a) The Average Rating is 4.8 out of 5 from 17 Reviews in the last 24 months.
b) The score for the number of positive Reviews is 5.0 out of 5 from 16 positive Reviews in the last 24 months.
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 4.778 for Home Instead (South East Northumberland) is calculated as follows: ( (83 Excellents x 5) + (13 Goods x 4) + (1 Satisfactorys x 3) + (1 Poors x 2) + (1 Very Poors x 1) ) ÷ 99 Ratings = 4.778
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 (South East Northumberland) is based on 16 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.
Date: 17 Feb 2024
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Job Title: Registered Manager
Joined: 2020
Amy is our Registered Care Manager and is responsible for the overall management of our growing company, ensuring compliance with Care Quality Commission (CQC) regulations and supporting our team to deliver a high standard of care to all our clients.
Amy says:
After finishing my Degree at Sunderland University I worked my way through the ranks as a Support Worker, Senior Support worker, Assistant Manager and Registered Manager of a respite unit. I hold a Level 5 Diploma in Leadership for Health and Social Care and Children and Young People Services.
It is great to be part of the Home Instead 'family' - our focus on high-quality relationship-led care and support is something I am really passionate about. I know that most people are eager to remain in their homes for as long as possible and the ethos at Home Instead is all about enabling people to do just that. At Home Instead we help people to ‘live well their way’ and I really enjoy supporting the team to deliver the kind of care that I would want for my own family.
Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Home Instead (South East Northumberland) to verify any information. View our terms and conditions. Home Instead (South East Northumberland) has a Platinum Service – more info.