Home Instead (Newcastle under Lyme and Stoke on Trent)

7 Fellgate Court, Froghall, Newcastle-under-Lyme ST5 2UA
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9.3 58 Reviews
  • Home Instead (Newcastle under Lyme and Stoke on Trent), Newcastle-under-Lyme
Home Instead Newcastle under Lyme & Stoke-on-Trent is a locally-owned provider of award-winning care, home help and companionship, founded in 2009 by the current owners. They offer tailor-made, person-centred home care and specialist Dementia support to people living in their own homes.

Services include companionship, home support, personal care, medication support, home recovery, respite and rehabilitation and dietary support; all services are personalised to the individual. The specialist Dementia and Palliative Care service works closely with local health care providers to enable non-medical support to reflect the individual’s needs and to be of the highest quality.

Service duration is from 1 to 24 hours a day, up to 7 days a week, provided by a team of Care Professionals who have undergone comprehensive training including City & Guilds accredited Alzheimer’s and Dementia Specialist training. They individually match carers and clients based on personality, interests and skills required. The relationship of trust between the client and carer is fundamental to the provision of high-quality care so clients have a known carer at every visit.

The Management team makes regular quality assurance visits to ensure that the care being delivered matches the care plan and your expectations. This ensures that they are able to react quickly to any change in a client’s circumstances or condition.

Office hours are 09:00 till 17:00 Monday to Friday, however they do have a phone line open 24 hours to support both carers and clients.

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Care Provided

Types of Home Care

  • Visiting 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
  • Laundry Service
  • 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

  • Hourly Visiting Care Fees: £33 – £35

These prices are only a guideline, please contact Home Instead (Newcastle under Lyme and Stoke on Trent) to find out the exact price for your requirements.

Funding Types Accepted

  • Private Funding (Self-funded)
Explain these funding types

Good to Know

Group/Owner

Person in charge

  • Sarah Whalley (General Manager)

Home Instead (Newcastle under Lyme and Stoke on Trent) Reviews (58)

Total of 58, showing 1-20
9.3

Home Instead (Newcastle under Lyme and Stoke on Trent) has a Review Score of 9.3 (9.275) out of 10, based on 7 reviews in the last 2 years. Over all time Home Instead (Newcastle under Lyme and Stoke on Trent) has 58 reviews.

Overall Experience

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  • 9
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Date Published

58
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Review from Paul B (Son-in-law of Client) published on 12 August 2025
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

The family needed urgent help to care for our almost blind 91 year old father after his wife/ carer was suddenly admitted to hospital and then into a care home environment. Home Instead had a care team in place within 7 days, and they provided much needed companionship, prepared and cooked meals and
kept the home clean and tidy.

Reply from Nick Lamming, Owner at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank for your review. It was pleasure to help your father in his time of need. We hope he is settling in well to his new arrangement

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Review from Sarah S (Niece of Client) published on 5 August 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have been caring for my aunt for some years now. They are a great team and in recent months have gone above and beyond, to make a difficult situation bearable.
My aunt's situation has been handled with compassion and professionalism. The Home Instead team have provided my aunt with practical
and friendly support, and have worked together to make the system work as well as possible for her.
Everyone I've spoken to in the team has given me great reassurance. In recent weeks, my aunt has gone through a difficult phase, and I felt as if Home Instead (thank you so much to the manager) were providing counselling for myself, as well as emotional support my aunt.
I cannot praise Home Instead highly enough, and if my mum gets to the point where she needs extra help, then these folks would be my first point of call.
I used to think that work in care meant making cups of tea and having a chat. I now know it involves so so much more. Thanks team!

Reply from Nick Lamming, Owner at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you so much for your review. It is great to hear that we have been able to support your aunt and offer guidance for yourself - when navigating the challenges of looking after an elderly relative.

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Review from Sarah W (Daughter of Client) published on 29 October 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead have been providing care for my mum, who has dementia and lives alone, for several years. One particular carer, is the epitome of what my mum requires. Their skills go above and beyond and I feel relaxed and content when my mum is being cared for by her. Everything I ask of the carer, she
complies with. She thinks ahead and completes preparatory care in advance so my mum is ready for day care etc. Everything is done with care and love.
She uses her initiative and has helped me and mum so much. I work shifts, and I feel confident when I know she's there.

Reply from Nick Lamming, General Manager at Home Instead (Newcastle under Lyme and Stoke on Trent)

Many thanks for your review. It is great to hear that one of our care pros offers such reassurance to you and cares for your mother with such attentiveness.

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Review from Rosemary F (Client) published on 15 May 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The carer has been my help for some time now. She has always done excellent work for me! She will be very sadly missed I am very sad she is going. She is also very efficient. Please do not let her go.

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Review from J S (Client) published on 20 November 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

There has been an improvement in the services, in that I have my won group of carers that visit me. When I first used the service in 2017 I never knew who would be coming, so a good part of my hour was spend explaining where everything was and what I needed. I now find the services excellent. The carers
are pleasant and do what I ask of them, they perform their duties to my satisfaction and in a pleasant manner.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your feedback. I am very pleased to read that you regard our service as 'excellent' - something we strive to achieve every day. Thank you again.

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Review from Cynthia H (Partner of Client) published on 16 November 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Very good.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for providing us with valuable feedback.

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Review from Olwyn Greta A (Wife of Client) published on 9 October 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We received a excellent service from start to finish from all of the staff. A great company that helped us when we required emergency support at short notice. They went above and beyond and I am extremely grateful for this.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your feedback and comments. I will ensure the care team is informed. I am glad that our flexibility and responsiveness were of benefit to you and your family at your most difficult times. Thanks again.

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Review from Jacqueline S (Daughter of Client) published on 6 March 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My elderly patients have been using the service for two years.
The process from start to finish has been extremely smooth.
Mum loved the continuity of carers and knowing exactly when they would be attending.
Although they were there primarily for Dad, the carers always went out of their way to help
Mum with everyday tasks such as changing the bedding, thus utilising the full hour.
All staff have been most helpful in accommodating changing needs throughout the time.
I would have no hesitation in using the service again.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Many thanks for your kind words - particularly around the area of "continuity of care" as we believe this is vitally important to a fruitful relationship with our clients and their family members. I will ensure your dad's team are informed.

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Review from Lynn R (Daughter of Client) published on 5 January 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead has taken a flexible and professional approach in assessing the needs of my mum. They took time to assign carers, who are caring with nothing being too much trouble. The company are understandable, flexible and always available to listen to any concerns I have.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind words regarding our care for your mum. We will pass on these comments to your mum's team.

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Review from H C (Daughter of Client) published on 8 November 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care my dad has received from Home Instead has been fantastic! They have been amazing! My dad loved all his carers they took time to get to know him, he always had a laugh with them and looked forward to seeing them. He saw them as friends. Our family will always be grateful for the care and kindness
that has been given to our Dad. We are devastated we can no longer afford this care! We would not hesitate to recommend Home Instead in the future. Thank you.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Many thanks for your kind words about our amazing care team. I will ensure your message is passed on. We all hope your Dad continues to do well living independently at home, and you know where we are if you need us - please call us at any time.

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Review from Pat L (Wife of Client) published on 18 October 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Our care provider was engaged to provide companionship to my husband. The young man was always on time, was always calm and softly spoken. This enabled my husband to be also calm and not his usual agitated. due to financial restraints, we were not able to continue for longer. Our best wishes go to this
young man. thanks to everyone.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind words. I am glad that we were able to settle your husband by providing a consistent Care Professional to visit your home. I will pass on your comments to our team member.

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Review from S F (Daughter of Client) published on 14 June 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been very happy with the care given to my mother. If any changes were needed to be made they were done quite softly, care was also given to myself in the form of moral support. The staff were all lovely.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind words with regards to our care for your Mother - we will make sure that your Mothers team is made aware of your comments. Many thanks.

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Review from Kim Y (Daughter of Client) published on 7 February 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The family have always been very pleased with the care supplied by Home Instead. The carers are always punctual and always pleasant and also very caring, helpful and respectful. My mum always looks forward to their visits. The carers are always willing to help in any way that they can. I would not hesitate
to recommend this company to anyone in need of care and assistance.

Reply from Louise Mayor, Registered Manager at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for this wonderful review. The team at Home Instead really appreciate your feedback and enjoy the time they get to spend with your mum and you as a family.
Kind Regards.

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Review from Graham B (Friend of Client) published on 4 January 2022
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I support an elderly lady who lives in Keele. She has a variety of issues and relationships have broken down with a number of other agencies. Home Instead have "hung on in". Your company is well organised, communication with me has been excellent and your staff are caring, professional and go the extra
mile. Without you she would not be able to stay in the home she loves.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you so much for your very kind words. I will ensure the entire team are made aware of your comments. We take great pride in providing support for all people - and in particular, our Caregivers are expert in finding that "little gem" that unlocks a relationship. We are pleased to be able to assist her to remain in the place she loves and values.

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Review from Veronica G (Daughter of Client) published on 25 November 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

When your loved one needs more help than you are able to give it can bring enormous worry and pressure.
The team at Home Instead (Newcastle under Lyme and Stoke on Trent) came to our rescue at such a time. Despite the additional problems of Covid 19 and its restrictions - the care team worked with
determination and support with our family to meet Mums needs. Communication was paramount between us and we will be ever grateful for their love and support to us all.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you so much for your kind words. Our team of Caregivers have gone above and beyond to provide the very best care and support throughout the pandemic and we are very pleased to hear that this has been of benefit to your Mum and family.

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Review from Ian S (Son of Client) published on 17 September 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

The care team of Home Instead is excellent. All who have been in our home have been kind, caring and professional. We have peace of mind knowing that he is being well looked after by your team.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you so much for your feedback. The whole team have really enjoyed working with your family to make sure that your dad remains safe and happy at home. Many thanks!

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Review from Adrian F (Son of Client) published on 9 July 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I was looking for a company that would offer flexible home care for my 87-year-old mother who has started in the early stages of dementia.
I asked for advice on a local forum for reviews which would help me in making the correct decision.
I was messaged by an individual who happens to be a local resident
and who works for Home Instead.
She was very professional and supportive in answering all my questions and far exceeded my expectations in her own time at night.
She totally put my mind at rest and installed confidence in helping me make the decision to utilise their services.
This company goes above and beyond in their care and are flexible with timings looking at your every need and requirement.
The care staff are amazing they go above and beyond their duties making each visit special.
A massive thank you to the team for just being there and helping make peoples lives so much better you are our angels.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind words. We are always available to just chat, as the decision to access care for a loved one can be difficult, and we can help with the information needed to aid the decision. I will pass on your comments to our team - and we agree; they are all angels!

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Review from Neil H (Son of Client) published on 9 June 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead supported my mother during the last 15 months of her life, allowing her to be as independent as possible. They consistently went the extra mile to help and look after her, and always asked if it was okay to bill for the extra time that they'd volunteered to do.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you. It was our privilege to help your mother remain at home in her final days. I will pass on your kind words to our team.

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Review from Julie B (Daughter-in-law of Client) published on 9 June 2021
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Caring considerate care staff who are prompt and punctual. I have found the app very informative and helped me to keep track of duties that needed doing for my mother-in-law, allowing us to spend more quality time with each other. Also, customer service is excellent.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you for your kind words - we are pleased to hear that you found our client app useful and that you were able to spend quality time with your mother-in-law. I will ensure her team are informed of your comments.

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Review from David K (Son of Client) published on 9 June 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead (Newcastle under Lyme and Stoke on Trent) have provided care for our mother for many years. She was determined not to be stuck in a nursing home and my brothers and I started with just a companionship visit or two a week. With our mum’s current condition, there is no way she could still
be living at home if it was not for the care provided by Home Instead. This now involves three visits a day, including shopping, cleaning, providing meals and above all good company. This has been exceptional in these times of Covid-19 when restrictions and distance have prevented our visiting much at all. There is not space here to list all the little (and sometimes not so little) things Home Instead have been able to facilitate - from boiler repairs to video calls and doctor’s appointments, to mention a few. If anyone is looking to find care for an elderly (or even not so elderly) relative, we would recommend them unreservedly just as they were originally recommended to us.

Reply from Paul Edden, Managing Director at Home Instead (Newcastle under Lyme and Stoke on Trent)

Thank you so much for your kind words. We are pleased to assist your mum to remain in her own home as we know the importance of this for her and her family. We are also very happy to look after the "little jobs" that need attending to from time to time - especially as many of you live so far away - it is what we do to ensure Mum remains at home for as long as possible. I will pass on your kind comments to her team - thank you.

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Current Review Score: 9.3 (9.275)

Overview of Review Score

The Review Score of 9.3 (9.275) out of 10 for Home Instead (Newcastle under Lyme and Stoke on Trent) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.6 out of 5 from 7 Reviews in the last 24 months.

  • b) 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:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 4.575 for Home Instead (Newcastle under Lyme and Stoke on Trent) is calculated as follows: ( (25 Excellents x 5) + (13 Goods x 4) + (2 Satisfactorys x 3) ) ÷ 40 Ratings = 4.575

  • 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 (Newcastle under Lyme and Stoke on Trent) 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

  • 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.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 26 Sep 2019

Overall
Good

  • Caring

    Good

  • Effective

    Good

  • Responsive

    Good

  • Safe

    Good

  • Well-led

    Outstanding

Care Quality Commission is responsible for the registration and inspection of social care services in England.

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Awards / Recognitions (14)

Meet the Team (1)

Paul & Sandra

Paul & Sandra Edden

Job Title: Directors

Joined: 2009

Paul and Sandra Edden are the husband and wife owners of Home Instead in Newcastle under Lyme and Stoke-on-Trent.


In 2005, Paul helped the Master Franchise owner to successfully transition Home Instead from its American parents to the UK as a new national provider of quality at-home care throughout the UK. Paul and Sandra had always held an ambition to work together, something many couples might find unusual! They took the decision to join the Home Instead family as franchise owners, covering the areas of Newcastle under Lyme and Stoke-on-Trent; opening their first office in Newcastle’s Iron market in 2009.


Home Instead is now based in modern offices at Trentham Lakes, with a second office in Newcastle which is used as their training suite.


Paul and Sandra believe that home is where we feel most comfortable and happiest and the place we know the best, something that we have all discovered during these very different times. With this strong belief, they are committed to providing compassionate and relationship-led at-home care so that clients can live well, their way.

They know through personal experience that when it comes to caring, there is no “one size fits all” approach, so they don’t offer one. Home Instead care is personal, tailored, flexible and adaptable as needs and preferences change. Along with their team, they are passionate about making a difference for their clients and their families together with developing a rewarding environment for their amazing CAREGivers who deliver award-winning service. Please contact us today to find out more.

Frequently Asked Questions about Home Instead (Newcastle under Lyme and Stoke on Trent)

What Type of Services does Home Instead (Newcastle under Lyme and Stoke on Trent) offer?

Home Instead (Newcastle under Lyme and Stoke on Trent) offers Home Care.

How many Carers does Home Instead (Newcastle under Lyme and Stoke on Trent) employ?

Home Instead (Newcastle under Lyme and Stoke on Trent) employs 62 carers.

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