Visiting Angels North Surrey

Trident Court, 1 Oakcroft Road, Chessington KT9 1BD
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10 53 Reviews
  • Visiting Angels North Surrey, Chessington
A multi-award winning premium quality home care company providing personalised care.

Visiting Angels North Surrey believes that home care can be different, so want to help people live well in their own home.

They provide personalised companionship care, traditional home help, medication assistance, personal care, and complex home care including palliative care to help people remain living in their own homes.

Visiting Angels North Surrey is a home care company with a difference and are of the opinion that delivering consistently high-quality care can only be achieved by following the company ethos of being truly carer centric. They have a stringent recruitment procedure, followed by four days of in-house training to ensure they offer premium quality care. Investing in staff means caregivers stay with the company longer, and importantly, provides a continuity of care for you, or your loved one.

Visiting Angels is a global leader in providing quality home care. They started operating 22 years ago, originating in Philadelphia, USA, and have now moved over to the UK. Its Regional Office is in Chessington, and serve all communities from New Malden down to Cobham, and from Thames Ditton across to Sutton.

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Care Provided by Visiting Angels North Surrey

  • Type of Service
  • Home Care Provider
  • Privately Owned
  • Specialist Care Categories
  • 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
  • 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
  • Personal Care (on a contracted hours basis)
  • Personal Care Assessments
  • Risk Assessments in the Home

Good to Know

  • Person in charge
  • Lynn James (Manager)

Funding & Fees Guide for Visiting Angels North Surrey

  • Prices

  • £34 an hour

Visiting Angels North Surrey Reviews (53)

Total of 53, showing 21-40
10

Visiting Angels North Surrey has a Review Score of 10 (9.975) out of 10, based on 20 reviews in the last 2 years. Over all time Visiting Angels North Surrey has 53 reviews.

Overall Experience

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Review from B B (Husband of Client) published on 29 March 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

My wife and myself needed a carer and we were recommended to Visiting Angels, we started with two hours, once a week and have now increased to twice a week. The service we receive is excellent. The administration is efficient, understanding and caring. We have never had a problem. The carer who visits
and helps my wife is wonderful, she understands and helps her do things around the house and walks our dog together. We couldn't wish for a better carer and companion. It also gives me time to myself.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thrilled to hear you are so pleased with the service and your caregiver, thanks very much for a great review.


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Review from Jane D (Daughter of Client) published on 15 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Absolutely fantastic team caring for both of my parents.
Truly professional in all aspects of their care, am eternally grateful for their work.
Life would have been so difficult but they have turned my parents' world around and mine too.
I can’t praise them enough.
Thank you to the owner and the
team supporting them all with special thanks to one member of staff who has bought smiles back into their home.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks Jane, we are thrilled that you are so happy with caregivers and the office team alike.


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Review from Tina B (Daughter of Client) published on 9 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Dad has Alzheimer's, and we needed help with his care. So we had carers come in three times a week to help him shower and wash.
The carers were very professional in how they treated Dad. They also did other things around the house, like changing the beds.
I would recommend Visiting Angels North Surrey,
who was great from the first meeting.
Dad's Alzheimer's got worse, and he is now in a care home, so we only used them for a few months but would have continued using them if Dad had stayed at home.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks for a great review, Tina; it is good to hear that you were so pleased with Visiting Angels North Surrey and all of our work. We wish Dad good luck in the care home.


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Review from Anjali A (Daughter of Client) published on 9 January 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The Visiting Angels staff were absolutely brilliant with my 84-year-old mother. The service provided was invaluable. Visiting Angels went out of their way to ensure that Mum's health and welfare were first and foremost. I felt assured that Mum was getting the help she needed daily, giving me peace
of mind. I highly recommend them.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks for such a lovely review, Anjali; we are thrilled that you have been so happy with the service received.


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Review from Jemma B (Daughter of Client) published on 8 November 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We had a truly fantastic experience with Visiting Angels. They provided reliable, professional care to my mother who had spent a lengthy time in hospital. From the first enquiry we made, they were professional and kind at all times. Nothing was too much trouble, from cutting crusts off sandwiches, to
her personal needs. Thank you.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks for the lovely review, Jemma. We are delighted that you are so pleased with the service received.


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Review from Nikki K (Daughter of Client) published on 26 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Their name says it all - they are "Visiting Angels" and will be using them again if needed for my dad.
Thank you again.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks very much, Nikki; it is great to hear such positive feedback, and you know where we are should you need us again.


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Review from Sarah K (Daughter of Client) published on 23 August 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Visiting Angels has been giving my 91-year-old father support in the home and also for attending appointments at his GP surgery, hospital and hearing aid centre, to name a few. The whole process of meeting with Visiting Angels for the first time through to finding the right person to help my father
has been smooth and professional with kindness at its core, which is so important to us as a family. My siblings and I live quite a long distance from our father, so to know that we can rely on Visiting Angels to be there when my father needs help and support is a great weight off our minds. Communication is excellent, and Visiting Angels are very flexible when things change at the last minute (e.g. hospital appointments). My father's carer is kind and patient, and they get on very well and have nice times together, which really boosts my father's mood and confidence. The care he receives is helping him to stay independent at home, which is very important to him.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks, Sarah, great news that all is going well with Visiting Angels, both within the visit and with our office team too. Brilliant!


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Review from Alan A (Husband of Client) published on 16 August 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot fault the professional, friendly service provided by Visiting Angels. They have greatly improved the quality of our lives at a very difficult time.
I would have no hesitation in recommending their services.

Reply from Chris James, Owner at Visiting Angels North Surrey

Fantastic! Thanks, Alan; we are delighted that all has been going well, and you are so pleased with Visiting Angels.


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Review from Janet A (Wife of Client) published on 12 August 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We have been using the services of Visiting Angels since May 2022, having decided to change from our previous agency, which we had used for over a year. Our carer comes in twice a week (we have recently increased the visits to three times) to shower my husband and change his bed sheets. My husband has
a type of dementia, and his condition is noticeably worsening. Our carer is totally unfazed by whatever challenges await him when he arrives, and he is always cheerful, having built up an excellent rapport with my husband. The help we have is invaluable, and we both look forward to the visits.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks Jan, it is great to hear you are so pleased with how things are going and that your caregiver is providing such a good service too. Brilliant news all round!


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Review from Teresa J (Daughter of Client) published on 10 August 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Visiting Angels have been caring for my mum for the last six months and have been absolutely amazing with her. From first contact, they were helpful, professional and kind. They came to visit Mum to assess her needs initially and explained how the service would work - nothing was too much for them
and I felt the pressure of caring for Mum that I had been feeling, lift. The two ladies that visit Mum have been wonderful and come at the same time every day, to maintain the routine I started. We have a handover book in place, which enhances the communication between the carers and myself, therefore alleviating any issues. Knowing Mum was in good hands, allowed me to get a little job (just at lunchtime), so it has been beneficial not only for Mum but for me, as her main carer. I would thoroughly recommend Visiting Angels to anyone looking for a carer and Mum and I are grateful for all their support, help and kindness.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks for such a great review Teresa, it is much appreciated and we are thrilled that you are so happy with all aspects of the care received.


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Review from P C (Wife of Client) published on 10 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

It takes time to find the right carer, for the condition of the person to be cared for. We have found that individual and are very satisfied. Throughout this process, I only have admiration for Visiting Angels, for their care and desire to find that special person.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks. It is great that you are so happy with the caregiver and everything they do. I hope this continues to be the case moving forward.


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Review from Emma B (Daughter of Client) published on 4 May 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We have been extremely pleased with the service we have received from Visiting Angels. I was struggling, looking after my dad and they have made a huge difference to both our lives. I can relax, knowing he is being cared for and he has improved 100%. The manager is always available to talk and everyone
goes out of their way to care for him. Thank you so much.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks, Emma. We all love looking after Dad and are delighted you are pleased with the service too.


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Review from Valerie O (Wife of Client) published on 29 March 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

The carers always turned up on time. They always wore masks and gloves and they were very careful with their hygiene. They were prepared to do any job required. My husband has Alzheimer's and the carers always made an effort to communicate with him.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks for the nice review Valerie, I wish you good luck for the future and you know where we are should you need us.


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Review from Denise C (Daughter of Client) published on 1 February 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I can’t speak highly enough of Visiting Angels. They have provided companionship care for my father who has dementia. He loves his trips out every week for a coffee and it’s one of the highlights of his week and gives my mum much needed respite care.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks for such a lovely review, we are pleased that you are so happy with the care received. It is heartwarming to hear that Dad looks forward to the trips out so much too.


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Review from John R (Client) assisted by family/friend published on 7 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very professional, caring and flexible. Personal care is sympathetically offered and overseen. Just as supportive of the client's spouse and family.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks for the lovely review, we are thrilled that you are so pleased with the service received.


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Review from P F (Client) published on 2 December 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The service we received from Visiting Angels is exemplary. Our personal angel is unfailingly reliable and punctual to the minute. On the only occasion, she was delayed - through to localised flooding causing roads to be closed. Visiting Angels immediately arranged for a backup and so the inconvenience
was negligible. Our personal angel is consecrate, thorough, neat and tidy, and above all sensitive to my medical needs. I could not wish for better.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks very much, we are delighted that you are so happy with the service received and it is great to hear that your caregiver is doing such a fantastic job.


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Review from Mary P (Client) published on 1 October 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very efficient and professional staff from management through to carers. Feels like part of a family atmosphere. Having been with a previous care company, the difference is amazing.

Reply from Lynn James, Owner at Visiting Angels North Surrey

Always our pleasure to support you, we are thrilled you are so happy with the service received, and thanks for such a great review.


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Review from Ada S (Client) published on 11 August 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy with the care I received. Better than I expected, especially after having a bad experience with other agencies. I will definitely choose you again, if needed.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks for a lovely review. We were delighted to help. You know where we are, should you need us!


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Review from Karen M (Client) published on 3 August 2021
Submitted via Website • Report

Overall Experience  Overall Experience 1.0 out of 5

I started receiving services in January 2021 with Visiting Angels. Initially daily calls and then when feeling better, two visits per week. We also talked about a third visit for companionship and outings, when I got used to the carer and the spring/summer came. These she said would be best at the weekend,
as this would suit them best. I started to talk to the carer and the Manager in March about this.
She kept postponing talking about it and I started to find it impossible to pin her down to organising. In May, I ended up giving her specific dates and she said yes to all of them. As time got closer, again I couldn't pin her down to which of the dates would be the most suitable and to confirm.
She then stated that it wouldn't be with my regular carer, as "she didn't work at the weekends". Most weeks the carer would say that she had worked over the weekend. When I told the Manager what the carer said, she told me that I was lying.
We have gone round in circles with this important part of my care. I even tried to organise it directly with the carer, which we did but she wasn’t very chatty and I ended up feeling uncomfortable with it. When I tried again to raise it with the manager, she became even more difficult and I ended up getting annoyed with her. Last week I was very unwell with an ear infection and vertigo. I told them that we wouldn’t be going to the allotment. I never said anything about cancelling, they never checked but sent the carer off somewhere else. When I realised that she hadn’t turned up I called them and they told me I had cancelled. I told them that I never cancelled and how ill I was and needed more help. The member of staff was rather rude so notice was given.

Reply from Chris James, Owner at Visiting Angels North Surrey

It is hard to comment as we are bound by rules of confidentiality, but obviously, we don't agree with the comments or the review scores, which we do not feel is reflective of the actual care that was delivered by the same excellent caregiver over a six month period. Previously, scores of 5/5 have been received in most of our other reviews, so this is clearly not an accurate reflection of the company and the good work that we do.


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Review from Campbell C (Client) published on 19 July 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Well pleased with all of Visiting Angels, especially communication with me.

Reply from Chris James, Owner at Visiting Angels North Surrey

Thanks, everyone loves coming to see you and it is great to see you getting better every day.


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Current Review Score: 10.0 (9.975)

Overview of Review Score

The Review Score of 10 (9.975) out of 10 for Visiting Angels North Surrey is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 5.0 out of 5 from 20 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 20 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 4.975 for Visiting Angels North Surrey is calculated as follows: ( (117 Excellents x 5) + (3 Goods x 4) ) ÷ 120 Ratings = 4.975

  • 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 Visiting Angels North Surrey is based on 20 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: 12 Oct 2021

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.

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Awards / Recognitions (6)

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Meet the Team (1)

Lynn

Lynn James

Job Title: Registered Manager

Joined: 2020

I have ‘grown up’ working in the care world, starting my career in nursing 30 years ago when I was 19 years old.


I have simply loved working with older people since a chance placement on an Older Peoples Mental Health Ward in 1990, going on to spend the next 30 years developing a special interest and knowledge base of what it is like living with dementia.


As a daughter of an independent 82-year-old, I strongly believe and feel a sense of duty to ensure that our older people are supported to continue to live their life, their way, in the most independent, dignified way possible.


I also want to raise the standard of what ‘normal’ expected care should look like across the sector, not just within my own business. I also want caregivers to gain increased recognition for the value of the work that they do and promote a sense of purpose and achievement in this workforce.


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