Home Instead Senior Care

Suite 7, Diamond House, Vulcan Road North
Norwich
Norfolk
NR6 6AQ

52.6623, 1.2837

Home Care

Listed under:  Bathing & Personal Care, Collection of Pensions and Prescriptions, Home Care - Cleaning / Housework, Home Care - Companionship & Support, Home Care - Dementia Support, Home Care - Hygiene Cleaning, Home Care - Laundry & Ironing, Home Care - Night Sitting, Home Care - Palliative care, Home Care - Preparation of Meals, Home Care - Respite Care, Home Care - Shopping, Pet Care and Sitting, Socialising and Days Out
98% recommended   Rating 9.5/10
104 reviews since 2010
 
Satisfaction Ratings
 
Overall Rating
9.5 /10 Overall Rating 9.5/10
Based on 104 reviews since 2010
 
 
 
Safe 9.6/10 Safe Rating 9.6
I feel that I am in safe hands

 
Caring 9.7/10 Caring Rating 9.7
I am treated with kindness, compassion, dignity and respect

 
Responsive 9.5/10 Responsive Rating 9.5
The service is organised to meet my needs

 
Effective 9.7/10 Effective Rating 9.7
The care improves the quality of my life

 
Value 9.1/10 Value Rating 9.1
The service offers value for money

 
 
 
Recent Reviews 
 
" The carers have all been, kind, caring and understanding of an elderly person's needs. The Norwich franchise has an exceptional customer liaison officer in Sam Green, who has been a pleasure to work w...."   more
 
" I am giving this feedback on behalf of my parents, who have now moved to a care home. We’ve been impressed with all aspects of the service from Home Instead. My mother’s dementia meant that she ha...."   more
 
" Excellent, no problems at all, help is deeply appreciated."   more
 
" Excellent service from Carers and office staff."   more
 
About Us


Chris Carter explains how his membership of Norfolk County Council's Trusted Trader scheme and the customer feedback from Referenceline help his business.
     
 
Reputations are not built overnight
In Referenceline's view, this track record is more important than the ratings. Don't be impressed by a few old reviews which may not be representative.  Look for firms with a commitment to asking for feedback - good or bad - from their customers.  We recommend that you look for a track record of ratings and reviews in at least 9 of the last 12 months and that you should not be too concerned about an isolated negative review.  Ask the firm for their side of the story.
 


 
Good Practice
Businesses have a legal responsibility to treat you fairly, but it's often hard to know what questions to ask or what standards to expect.  They are the experts and you should be able to rely on them to help you make decisions.  These questions explain the commitments that this business has made to follow a code of practice and they will help you understand what you have a right to expect.

 
Here when I need them: 100%
I can rely on my carers to be here at the times agreed
 
Preparing food and medicine: 96%
I can rely on my carers to prepare my food, drink & medicine when I need them
 
Asking for my agreement: 96%
I can rely on my carers to ask if I agree to any new treatment or care
 
Support to make decisions: 100%
I can rely on my carers to help me make decisions, when I need support
 
Coordinating with others: 97%
I can rely on my carers to explain my needs to new staff or other services
 
Living independently: 100%
I can rely on my carers to encourage me to live as independently as possible
 
Choices of care and fees: 92%
I can rely on my carers to explain my choices of care and any fees I must pay
 
Questions or complaints: 94%
I can rely on my carers to answer my questions or respond to complaints
You can see how many customers have said "Yes" in answer to each question, but please don't expect 100% in every case.  Nobody's perfect and some customers may not be completely sure about the answer.  It's more important that you understand these questions and discuss them with the business so that you both agree what good service means for you.  A responsible business will be happy to explain the details to you and it's always better to clarify these points upfront to avoid misunderstandings later on.
 


Most Popular Words
Reputations are about so more than just ratings. What are the words that customers tend to volunteer when a firm is mentioned? Do they mention particular people that work there?

10 2
appreciated 2
approach 2
approx 2
attention 2
best 3
care 21
caregiver 5
Carer 4
Carers 16
caring 4
cheerful 3
dad 3
daughter 3
difficult 3
Excellent 21
expensive 3
family 3
friendly 4
Good 23
grateful 4
Great 3
happy 10
help 11
helpful 7
instead 9
kind 6
lovely 3
mother 7
Mum 3
need 4
people 3
personal 3
pleased 10
professional 4
prompt 4
quite 4
really 3
receive 5
received 5
regular 4
reliable 5
satisfactory 4
satisfied 3
service 27
standard 3
support 4
understanding 3
wonderful 4
These are the words most often used in the reviews for this business. Look for the names and comments that reviewers use most often. We count each word once per review.




Customer Reviews
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Review 23 Apr 2016
Recommended by customer in NR4
 My Age: 70 + 
 I'm: Female 
 My level of experience of similar services: Beginner 
 I have known this business: 1 - 5 years 
52.6048, 1.2637
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Responsive 10/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Value 10/10
The service offers value for money
Show All
 
 
Customer Review
 
Getting in and out of bed, washing/showering. Assistance with dressing. Some food preparation.
 

"The carers have all been, kind, caring and understanding of an elderly person's needs. The Norwich franchise has an exceptional customer liaison officer in Sam Green, who has been a pleasure to work with. The Norwich office has been flexible in amending my mother's care plan according to her changes in health and holidays. I can recommend this company's Norwich team to anyone with an elderly friend or relative. We are all, as a family, very pleased with their service. "
 
 
 
 
Team:
Sally Camille Wendy Lisa
 
 
 


Review 19 Oct 2015
Recommended by customer in NR4
 My Age: 70 + 
 I'm: Male 
 My level of experience of similar services: Beginner 
 I have known this business: 1 - 5 years 
52.6180, 1.2621
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Responsive 10/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Value 10/10
The service offers value for money
Show All
 
 
Customer Review
 
Help with cleaning and practical tasks.
 

"I am giving this feedback on behalf of my parents, who have now moved to a care home.

We’ve been impressed with all aspects of the service from Home Instead. My mother’s dementia meant that she has been hostile to the idea of help in the house and resisted professional visitors. It was therefore helpful that the initial consultation- which was informative and reassuring – took place in a neutral and informal location away from the difficult circumstances at home.

Our caregiver, Linda Munday, was a perfect fit for the needs and personalities of my parents. At her first visit, when my mother was initially difficult and hostile, she remained calm, friendly and professional throughout, and also able to chat in a way that my parents could relate to. By the end of that visit, my mother had fully accepted Linda and continued to do so. Linda’s visits provided both practical help and social support- her chats with my father gave him a welcome opportunity for a more normal conversation.

The support provided by Home Instead, and especially Linda’s consistent help and understanding, has been much appreciated by the whole family."
 
 
 
 
 
 


Review 17 Sep 2015
Recommended by customer in NR5
 My Age: 60 - 69 
 I'm: Female 
 My level of experience of similar services: Average 
 I have known this business: 1 - 5 years 
52.6458, 1.2184
 
 
Satisfaction Ratings
 
Safe 8/10
I feel that I am in safe hands
Caring 8/10
I am treated with kindness, compassion, dignity and respect
Responsive 9/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Value 8/10
The service offers value for money
Show All
 
 
Customer Review
 
Wash, feed, keep tidy.
 

"Excellent, no problems at all, help is deeply appreciated."
 
 
 
 
Team:
Linda Rebecca
 
 
 


Review 16 Sep 2015
Recommended by customer in EN7
 My Age: 70 + 
 I'm: Female 
 My level of experience of similar services: Beginner 
 I have known this business: 1 - 5 years 
51.708874, -0.092697
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Responsive 10/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Show All
 
 
Customer Review
 
 
 
 
 


Review 11 Sep 2015
Recommended by customer in NR6
 My Age: 70 + 
 I'm: Female 
 My level of experience of similar services: Below Average 
 I have known this business: 1 - 5 years 
52.6676, 1.2542
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Responsive 10/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Value 10/10
The service offers value for money
Show All
 
 
Customer Review
 
Provides Companionship's Visit moving in nursing home 1 hr daily (Mon-Friday) Escorts manage to hospital appointments.
 

"Excellent service from Carers and office staff."
 
 
 
 
Team:
Jane Daynes Rebecca
 
 
 


Review 11 Sep 2015
Recommended by customer in NR6
 My Age: 70 + 
 I'm: Male 
 My level of experience of similar services: Below Average 
 I have known this business: 1 - 5 years 
52.6628, 1.2748
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Responsive 10/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Value 10/10
The service offers value for money
Show All
 
 
Customer Review
 
Provides companionship's. 2 ˝ days a week either by staying at home or going for a drive.
 

"Works very well. Very happy with service provided by Carer and office staff."
 
 
 
 
Team:
Steven Cork
 
 
 


Review 11 Sep 2015
No Recommendation by customer in NR1
 My Age: 70 + 
 My level of experience of similar services: Beginner 
 I have known this business: Under 1 year 
52.6248, 1.2977
 
 
Satisfaction Ratings
 
Responsive 7/10
The service is organised to meet my needs
Show All
 
 
Customer Review
 
One hour a day everyday, 08:30 - 09:30.
 

"I am fortunate in that I am still mobile and have my mental abilities at this time. (Sept.2015)."
 
 
 
 
Team:
Ellen Deale Madelaine Gemma
 
 
 


Review 11 Sep 2015
Recommended by customer in NR8
 My Age: 70 + 
 I'm: Male 
 My level of experience of similar services: Below Average 
 I have known this business: 5 - 10 years 
52.6770, 1.2279
 
 
Satisfaction Ratings
 
Value 4/10
The service offers value for money
Show All
 
 
Customer Review
 
Showering, Dressing, Undressing.
 

"For another thousand a month I could receive full time care in a home instead of twice a day.

Carers excellent, but office staff unreliable bill needs checking.

Very expensive and hours charged not necessarily hours worked."
 
 
 
 
 
 


Review 10 Sep 2015
Recommended by customer in NR6
 My Age: 70 + 
 I'm: Female 
 I have known this business: Under 1 year 
52.6452, 1.2495
 
 
Satisfaction Ratings
 
Safe 7/10
I feel that I am in safe hands
Caring 7/10
I am treated with kindness, compassion, dignity and respect
Responsive 7/10
The service is organised to meet my needs
Effective 7/10
The care improves the quality of my life
Show All
 
 
Customer Review
 
Mainly cleaning I had hoped, but unfortunately I have been unwell recently which has changed things a little!
 

"I live in a beautiful conservation area therefore no public transport. A recent stroke has forced me to give up my car which has made life very difficult after having a licenses for sixty year! My girl will drive me but as yet,I haven't taken up her offer!"
 
 
 
 
Team:
Chelsey Lingley
 
 
 


Review 8 Sep 2015
Recommended by customer in NR1
 My Age: 70 + 
 I'm: Female 
 My level of experience of similar services: Above Average 
 I have known this business: 1 - 5 years 
52.6296, 1.3057
 
 
Satisfaction Ratings
 
Safe 10/10
I feel that I am in safe hands
Caring 10/10
I am treated with kindness, compassion, dignity and respect
Responsive 10/10
The service is organised to meet my needs
Effective 10/10
The care improves the quality of my life
Value 8/10
The service offers value for money
Show All
 
 
Customer Review
 
Housework, making meals, companionship, taking to shops.
 

"I have answered the questions on behalf of my mother. I have power of attorney to make decisions and judgments for her as she is no longer capable of doing this for herself. She is happy with the people who care for her. Christine Miker."
 
 
 
 
Team:
Alison Baker Judith Bedder ~
 
 
 

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