Home Instead (York)

10 Clifton Moor Business Village, James Nicolson Link, Clifton Moor, York YO30 4XG
Review Us
9.6 75 Reviews
  • Home Instead (York), York
Home Instead York are a family business and know how difficult it can be to find the right organisation to provide support at home, whether it’s for you, or for a loved one.

When Home Instead in York was started in 2009, numerous people who had experience of care at home were spoken to in an effort to identify what were the most important aspects of a home care service. Their regulating body, the Care Quality Commission (CQC) has summed these up succinctly in their approach to inspecting services like Home Instead's. Home Instead therefore evaluate everything they do using the CQC’s five themes:

- Safe - Effective - Caring - Responsive - Well-Led

Their aim is that these five themes form the foundations that allow clients to build trust in Home Instead and the service they provide. Ultimately they aim to provide a service that they would be happy for their own families to receive and they believe passionately in giving you the confidence to trust them to provide the care or support you need.

The team specialise in providing home care and support for older people and have developed an Alzheimer's and dementia training programme for Care Professionals. As part of the Home Instead franchise network carers are required to meet standards that exceed the requirements put in place by the Care Quality Commission (CQC).

These standards cover pre-employment checks, training and service quality assurance - all of which are monitored in-house, Home Instead national office and of course by the CQC.
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Care Provided

Types of Home Care

  • Visiting Care
  • Live-in Care
  • 24 Hour Care

Contract Durations

  • Ongoing / Long Term
  • Respite / Short Term

Age Ranges

  • Older Person Care (65+)
  • Younger Adult Care (18-65)

Personal Care Services

  • Washing & Dressing
  • Medication Assistance (Oral)
  • Companionship

Household Services

  • Cleaning Service
  • Food Preparation & Serving
  • Shopping Service / Errands
  • Transportation Service

Other Care Provided

  • Dementia
  • Cancer Care
  • Palliative / End of Life Care
  • Learning Disability / Autism
  • Mental Health Condition
  • Physical Disability
  • Visual / Hearing Impairment
  • Hospital Discharge

Funding & Fees

Available on request

Good to Know

Group/Owner

Person in charge

  • Ann-Marie Roche (Managing Director)

Home Instead (York) Reviews (75)

9.6

Home Instead (York) has a Review Score of 9.6 (9.581) out of 10, based on 7 reviews in the last 2 years.
Over all time Home Instead (York) has 75 reviews.

Overall Experience
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Date Published
  • 75
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Reviewer Connection to Home Instead (York)
  • 27
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Total of 75, showing 1-20
Review from Adele P (Daughter of Client) published on 25 April 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
Thank you very much for caring for my mother over the past few months. The three ladies were excellent very professional and personable. They took Mum out to tea rooms and to the local shop, together with cleaning washing, ironing, gardening and even mending the curtains. They cooked her meals and did
the washing up. To be honest, nothing was too much trouble! They even went out for long walks across the fields. Please send my thanks to them all.
Reply from Luke Norbury, Director at Home Instead (York)

Thank you for your lovely review. It was a pleasure to be able to support your mother and we will of course pass on your thanks to the team of ladies involved in her care. We wish her well in her new home.

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Review from Michael S (Client) published on 18 March 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have been using this service for over a year now. Initially, I needed a great deal of physical support, but as I have got stronger my need for support has changed to one more of company. The care, patience and understanding I have been shown are much appreciated and have gone a long way in helping
me to adjust to my new circumstances.
Reply from Luke Norbury, Director at Home Instead (York)

Thank you for your review, we really appreciate you taking the time to provide feedback. It is fantastic to hear that we have played a part in you growing to need less physical support - the whole team will be delighted to hear.

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Review from J R (Client) published on 15 March 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Could not be better. Friendly helpful and a pleasure to meet.
Reply from Luke Norbury, Director at Home Instead (York)

Thank you for your review - we really appreciate it. It's really good to hear that you are so pleased with the service and we will pass on the feedback to the whole team.

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Review from C P (Daughter of Client) published on 6 March 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
I cannot speak highly enough about the care and attention Home Instead provide for my mother.
It is quite simply excellent. The company has been providing care for over two years, enabling Mum to remain independent in her own home. She is cared for by a small regular group of care workers, all of whom
are excellent in the manner and professional way they provide care for Mum. A full discussion of Mum's care needs with myself took place initially and over time some changes have been discussed and accommodated. The company has always responded positively and promptly to any enquiry I have made and whilst respecting Mum's privacy ensure any concerns are addressed. Mum is very happy with all the care workers that visit her and as I live a considerable distance away I am confident that Mum is well cared for and her needs attended to. The portal is brilliant at giving me a daily insight. I highly recommend this company.
Reply from Luke Norbury, Director at Home Instead (York)

Thank you for your review - we really appreciate it. It is a privilege for us as a team to be able to play a small part in helping your mum remain independent. Really pleased to hear that the portal is helpful in keeping you involved too.

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Review from J D (Daughter-in-law of Client) published on 5 March 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead has been providing care for my mother-in-law for several years. The care professionals are great with her. They treat her with respect and kindness and she enjoys their visits. We have found the management staff to be very supportive and helpful as her needs have increased and they have
also supported the family as well.
Reply from Luke Norbury, Director at Home Instead (York)

Thank you so much for taking the time to review our service. It’s a pleasure to be part of the support for your mother-in-law and it’s fantastic to know that it has helped everyone involved.

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Review from Nigel B (Son of Client) published on 5 March 2024 Submitted via Website • Report
Overall Experience 4.0 out of 5
The lady that visits Mum is superb! Mum is on the edge of dementia, so just slipping into it, the care that she receives is therefore vital in terms of her getting out and about be a trip to the shops or the garden centre for a drink and a scone.
This helps her still feel involved in life, the timing
of the care has been massively important as it commenced just before Dad passed away so has given important continuity.
The team at Home Instead York have been lovely, they just need to be a little 'slicker' in insuring invoicing works right, first time and every time - otherwise perfect.
Reply from Luke Norbury, Director at Home Instead (York)

Thank you for your review and your kind comments. Sorry you experienced an issue with your invoice set up and glad that we were able to resolve it.

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Review from D W (Daughter of Client) published on 12 January 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead was a huge help by visiting regularly, giving medication to mum, helping with her personal care and lifting her mood. As mum's needs grew, they visited more often and even took her for her weekly shopping! They enabled mum to stay in her own home for as long as possible. The portal was
very useful in keeping family members informed after each visit. Thank you.
Reply from Luke Norbury, Managing Director at Home Instead (York)

Many thanks for your review and we are glad that we were able to support your Mum and adapt to her needs as they grew. Best wishes!

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Review from Jane K (Daughter of Client) published on 16 August 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead were recommended to us and we have found the care provided by them to be first class. My mum has dementia and all the carers treat her with respect and are very professional. Mum would not have been able to stay in her own home for as long as she has without this support. Many thanks to
all the team.
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Review from Helen G (Daughter of Client) published on 20 July 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Mum has Alzheimer’s. Initially I was scared and heartbroken but I managed, she was not eating, she was 6 stone! I needed help.
Immediately Home Instead (York) gave professional care, the administration staff inform me of rotas a couple of weeks in advance which I write in Mum's diary, if changes have
to be made I get notice and even with 6 monthly care reviews, I know I can call them at any time and they will be prompt to act on my concerns/requests.
The caregivers are all lovely, Mum is very fond of them all. Each give amazing care to Mum and I never worry about her. They are very professional and respectful. Their knowledge of Dementia and Mum's needs are their priority.
I can honestly say that without Home Instead I would have crumbled years ago. Thank you, Home Instead for your professional dedication to Mum’s wellbeing over the past 5 years.
I have recommended Home Instead to many people for help with their elderly parents and to friends who would like to work in the care sector.
Reply from Jack Fisher, Finance & HR Administrator at Home Instead (York)

Thank you for your lovely review. It's great to hear the difference that our service made to your life and we are incredibly grateful that you have been recommending our services to others.

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Review from L E (Daughter-in-law of Client) published on 19 May 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead (York) have enabled us to give my mother-in-law what she wants - care at her home. She has twice daily visits. Sometimes she is taken shopping or to medical appointments. The care provided is excellent and communication with us is outstanding. We have team working on my mother-in-law's
behalf.
Reply from Jack Fisher, Finance & HR Administrator at Home Instead (York)

Thank you for taking the time to leave us a review, it's greatly appreciated!

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Review from Jane F (Daughter of Client) published on 24 April 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead (York) have been a lifesaver. The care they provide is excellent and they go above and beyond for my Dad. Everyone is very nice, caring and empathetic. They communicate very well. I know my dad is in excellent hands.
Reply from Jack Fisher, Finance & HR Administrator at Home Instead (York)

Many thanks for your kind words and for taking the time to leave us a review!

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Review from Ann L (Daughter of Client) published on 28 March 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother has been using the services from Home Instead for around a year now. She has twice-weekly visits from two different female carers both of whom are lovely! They do odd jobs for her, provide much needed company and are always happy to help. It has enabled Mum to continue living independently
in her own home at ninety-three years old. Cannot praise the service and care she receives enough.
Reply from Luke Norbury, Director at Home Instead (York)

Thank you so much for taking the time to provide this feedback. The team enjoy their time with your mother and they will be delighted to know that you are both so happy with the service.

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Review from Margaret C (Niece of Client) published on 26 March 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
All of the caregivers who came to my aunt were very pleasant and took great care of her. They cooked her meals and helped her make healthy choices. She enjoyed their company every day. I found Home Instead very helpful when organising extra care and were always available to chat to if there were any
problems.
Reply from Luke Norbury, Director at Home Instead (York)

Thank you so much for taking the time to leave this review. It was a pleasure to be able to support your aunt. We will make sure the whole team get to see your feedback too.

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Review from Paul W (Nephew of Client) published on 23 March 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
I appointed Home Instead (York) following the collapse of another care agency to care for my Aunt. Rather than feel like a service, my experience was more of a collaboration and even a consultation on an ongoing basis. If there were issues/observations or things that need to be done then I was informed
and kept up to date with events and progress. The carers built strong relationships with my Aunt and she learned to trust them. They came to her rescue on more than one occasion. I had every confidence that my Aunt was in good hands.
Now, out of necessity, it has been necessary to move my Aunt to a Residential Home for respite and a trial but that transition has been difficult because of how good the team at Home Instead are.
They have my thanks and gratitude and absolute recommendation.
Reply from Luke Norbury, CEO at Home Instead (York)

Thank you for taking the time to post a review of our service - it really is appreciated. We were delighted to be able to support your Aunt. I will make sure that your feedback reaches our team of Care Professionals as they really appreciate knowing how much they have helped.

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Review from Richard H (Son of Client) published on 13 March 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
A friend recommended Home Instead. Frankly, I had not heard of the organisation, though how revolutionary they have been for my mother’s health and wellbeing! Absolutely outstanding care, commitment, compassion and communication. The service, reporting back, care updates and in particular the bond they
have formed with my mum has been incredible. She has another chapter to her life now that Home Instead are with her.
Reply from Luke Norbury, Director at Home Instead (York)

Thank you for your review. It is wonderful to know that our service has had such a positive impact and we will make sure the whole team knows what a difference they have made.

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Review from Viv P (Daughter of Client) published on 1 March 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead have enabled us to keep Mum at home over the last two years and their kindness and care has been second to none.
Mum loves their visits and we as a family have appreciated their help and support.
We would definitely recommend Home Instead to others and we cannot thank you enough.
Reply from Luke Norbury, Director at Home Instead (York)

Thank you so much for your review. It has been a pleasure to help - it's what we do! The team have all enjoyed being part of your Mum's support and are delighted to know that their support has been appreciated.

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Review from David W (Son of Client) published on 12 January 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother has enjoyed an increasing level of care from Home Instead over the last two and a half years. She started having a couple of hours most days a week and has progressed to now requiring full-time, live-in care. We initially looked long and hard at the care providers available and eventually
asked Home Instead to look after her. We couldn't have made a better decision! From our first contact, Home Instead could not have provided a better or more caring service. They have been very receptive to my mum's changing needs and nothing has been too much trouble for them. During the time we have been using Home Instead, we have talked to a number of their team on numerous occasions about my mum's care - all of the team members couldn't have been more helpful and it felt like my mum was treated as a valued member of their wider family. This was really reassuring and I would recommend them without hesitation as an organisation that really does have caring at its heart.
Reply from Jack Fisher, Finance & HR Administrator at Home Instead (York)

Thank you for taking the time to leave us a review!

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Review from Philip R (Husband of Client) published on 12 December 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead looked after my wife, who has Alzheimer's, for just under twelve months before she went into a care home. I only needed them for 4 hours per week. On every visit the carers were excellent companions for my wife and took care of her every need, from help with bathing and hair washing, doing
jigsaws and even on occasions taking her out to local cafes/garden centres for tea and cakes.
They were very friendly, kind and understanding and kept me informed about the activities they and my wife did during a visit.
The staff at head office were always helpful, understanding and quick to respond whenever I got in touch with them.
All in all, every time my wife and I were in contact with Home Instead, when we both needed their help during the last ten months, their response and caring attitude were absolutely excellent.
I would have no hesitation in recommending them as a caring organisation.
Reply from Luke Norbury, CEO at Home Instead (York)

Thank you so much for your review Philip and thank you for placing your trust in Home Instead. We will of course pass on your feedback to all of the team involved. Best wishes to you and your wife for the future.

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Review from Ed R (Son of Client) published on 30 November 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
From the very first meetings in the office of Home Instead, we were made to feel welcome. The time the team took to understand my mum's needs (and those of my dad, who was her full-time carer up to that point) was excellent and resulted in the carers being extremely suitable for what Mum required. Communication
and care throughout were excellent. If your family is taking its first steps in investigating home care options, I couldn't recommend the Home Instead team in York highly enough.
Reply from Luke Norbury, Director at Home Instead (York)

Thank you so much for your feedback. It was a pleasure to be able to support your Mum and help your Dad at the same time, and I know our team enjoyed their time with your Mum. Best wishes to your parents.

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Review from L T (Client) published on 3 May 2022 Submitted via Website • Report
Overall Experience 5.0 out of 5
We have used Home Instead (York) for over three years to provide my mother with overnight care at home. We have never had any problems with the service, the carers have been wonderful, providing warm and compassionate care, which included caring for my mum’s two dogs. The organisation has been excellent
and the response to any issues has been comprehensive and speedy. We would unhesitatingly recommend the service. Not the cheapest but quality is what counts when caring for the vulnerable.
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Current Review Score: 9.6 (9.581)

Overview of Review Score

The Review Score of 9.6 (9.581) out of 10 for Home Instead (York) is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.9 out of 5 from 7 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 4.7 out of 5 from 7 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:

  1. 5 Points are available for the Average Rating from all Reviews in the last 24 months. The Average Rating of 4.881 for Home Instead (York) is calculated as follows: ( (37 Excellents x 5) + (5 Goods x 4) ) ÷ 42 Ratings = 4.881
  2. 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 (York) is based on 7 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 = 4.7
  3. When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.
  4. If a Home Care Provider does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 18 Nov 2021

Overall Good

  • Caring Outstanding
  • 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

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Awards / Recognitions (16)

Meet the Team (4)

Ann-Marie

Ann-Marie Roche

Job Title: Managing Director Joined: 2009

I am the co-owner and Managing Director of Home Instead in York as well as in Scarborough and Ryedale along with my husband Luke.


My professional background is in marketing and operations, mainly in the education sector. I have personal experience with how dementia can impact a family and the relationships within it. I am passionate about helping people live with dementia in their own homes where they are most comfortable, in the same way, that my dad did.


In my role as Managing Director, I am responsible for supporting the team to deliver outstanding care to all of our clients. We do this by hiring the right people, providing award-winning training, monitoring the quality of everything we do and always applying ‘the mum test’ ie. would this be what I would want for my mum or dad?

Luke

Luke Norbury

Job Title: Director Joined: 2009

I'm Luke, co-founder of Home Instead in York.


Before purchasing a franchise office in 2009, I worked in the banking and in the telecommunications industry for 12 years. I'd previously had experience in looking for home care for my own family and having young children I understood first-hand how difficult it could be for family members who have to work but also have a loved one who needs support and care throughout the day.


It was the ethos of Home Instead that really attracted me into becoming a franchise owner. Seeing the real difference we are able to make in people’s lives and creating opportunities to work within the domiciliary care sector really makes me proud.


My role is to build relationships with local providers and organisations; look for opportunities for Home Instead to contribute to the local community and manage the business side of the operation.

Laura

Laura Holmes

Job Title: HR & Training Coordinator Joined: 2022

Hi, I’m Laura. I joined Home Instead in March 2022 as the HR & Training Coordinator. Previously I was working in Horticulture but, I’m really excited about taking on this role and working in the care sector!


In my role, I am responsible for getting new recruits through their first few weeks with the team and ensuring they have all the required documentation, training and background checks completed before commencing work.


I also make sure that existing Care Professionals continue to remain compliant with all aspects of training & HR documentation.

Nicky

Nicky Leaf

Job Title: Care Quality Co-ordinator Joined: 2022

Hi I’m Nicky, I have worked with Home Instead since November 2022 as a Care quality Coordinator, my role is to support the Care Manager and our team of Care Professionals in ensuring the quality of the care we deliver is to the highest standard.

Frequently Asked Questions about Home Instead (York)

What Type of Services does Home Instead (York) offer?

Home Instead (York) offers Home Care.

How many Carers does Home Instead (York) employ?

Home Instead (York) employs 35 carers.

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