Home Instead (Norwich)

Suite 17 Diamond House, Vulcan Road North, Norwich NR6 6AQ
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9.7 106 Reviews
  • Home Instead (Norwich), Norwich
If you want to stay living comfortably at home, staff at Home Instead Norwich can help you make that choice an informed one.

Your home is where you feel the most comfortable and the happiest. It’s the place you know the best. Why would you move away from the place you love if you are faced with needing some extra care and support as you age?

They will work with you to provide flexible, personalised home care based on what you would like, how and when you want it.

Care Professionals are carefully chosen for their character and values and are expertly trained to support older people and their families. They match their interests, hobbies and personality with yours to so they can become the friendly faces you’ll grow to know and trust.

The company knows that cost is one of the biggest concerns about care, so they've made their service stress-free and excellent value. Costs are very easy to understand and manage, and you are always firmly in control.

Visits are a minimum of one hour and often longer. This provides plenty of time for quality care, conversation and building relationships.

Home Instead Norwich are family owned and operated and have been providing quality care since 2010.

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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
  • 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

Available on request

Good to Know

Group/Owner

Person in charge

  • Chris Carter (Owner)

Home Instead (Norwich) Reviews (106)

Total of 106, showing 1-20
9.7

Home Instead (Norwich) has a Review Score of 9.7 (9.681) out of 10, based on 32 reviews in the last 2 years. Over all time Home Instead (Norwich) has 106 reviews.

Overall Experience

  • 87
  • 18
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Date Published

106
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Review from Christina M (Wife of Client) published on 4 July 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

From our very first meeting with a Home Instead coordinator, who visited our house to assess my husbands requirements, we were both treated with great kindness, warmth and consideration. Much time and effort and attention to detail was employed arriving at a personalised plan for my husbands care. The
different members of staff who come each morning to help him, were all in their individual ways, extremely kind, helpful and sympathetic quickly striking up a good rapport, so, that he felt very comfortable in their company. We were both impressed with the overall service that Home Instead provides, often giving over and above the norm and would unhesitantly recommend them to friends/family.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thanks for taking the time to provide such a comprehensive review of your experience. Our aim is to put kindness at the heart of our service and I'm delighted that this has shone through all of the colleagues that support you. Thank you for the trust you place in us and your unhesitating recommendation.

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Review from C D (Daughter of Client) published on 30 May 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I hadn't really ever thought care would be like this. The initial discussions to find out about dad's personality and interests as well as his care needs led to a great pairing with a carer who he saw almost exclusively for a few years, bar I think no more than a couple of times when a different carer
had to attend. They seemed to have got on really well and this helped with dads recovery.

Reply from Emma-Jayne Wilson, Operations Manager at Home Instead (Norwich)

Thank you so much for your thoughtful review. We're truly touched to hear how your experience with us exceeded expectations. Taking the time at the start to understand your dad's personality, interests, and care needs is something we believe makes all the difference-and we're so pleased to hear it led to a strong and lasting match with his Care Professional. Continuity and genuine connection can play a huge role in recovery and wellbeing, and it's wonderful to know that the relationship they built had such a positive impact.

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Review from L K (Daughter of Client) published on 27 May 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

So pleased we found Home Instead, enabling Mum and Dad to stay in their own home where they are happy. Set IP was smooth and we all felt our needs were the priority, I love that Mum and Dad tend to see the same carer most of the time, but they all are lovely, caring and professional. The office staff
are very easy to contact & so helpful, even the newsletter is useful and informative. I'm so pleased we have this support for Mum and Dad.

Reply from Emma-Jayne Wilson, Operations Manager at Home Instead (Norwich)

Thank you so much for your kind words. It means a great deal to us to know that our support has helped your Mum and Dad remain happy and comfortable in their own home.We're especially pleased to hear that the set-up process felt smooth and centred around your family's needs, this is exactly what we strive for. Continuity of care is a top priority, so it's lovely to know that having familiar, caring faces makes a difference. Thank you again for your trust in us. We're proud to be part of your family's journey.

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Review from Thelma B (Client) published on 14 May 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

So far, I am fully satisfied with the services I have received. If I need more help in the future, I will know what to do.

Reply from Emma-Jayne Wilson, Operations Manager at Home Instead (Norwich)

Thank your for your kind feedback. We are glad to hear you are satisfied with our services and know what to do in the future if you need more support.

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Review from Y B (Client) published on 14 May 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Efficient service. If I have to alter the day of the carers visit - the office manages to find a replacement.

Reply from Emma-Jayne Wilson, Operations Manager at Home Instead (Norwich)

Thankyou for taking time to leave us feedback. We are pleased to hear you are happy with the service and we are able to adapt to your needs.

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Review from L S (Daughter of Client) published on 13 May 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum's care has been excellent. She bonded well with her carers and enjoyed many chatty coffee mornings. The carers always asked her what she wanted done around the house and tried to encourage her to mix with other people.


Her care with Home Instead has unfortunately come to the end only because

of her health issues and her needs which have become very complex.


I would certainly recommend Home Instead to other people. From the office based staff through to the actual carers all have been very welcoming, supportive and easy to communicate with. Even when we have needed them in an emergency they have not let us down. Thank you

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thankyou for your review. Your mother's Care Professionals have enjoyed supporting her and all the team at Home Instead wish her well for the future.

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Review from P H (Client) published on 21 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

Always practical, very helpful, pleasant and willing.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thankyou for your review. Please don't hesitate to ask a member of our team if there is anything you need.

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Review from Derek M (Client) published on 14 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I have been receiving care support from Home Instead for two weeks with two carers. Both in their individual ways have given me very personal help and have also been able to assist my wife by helping the domestic situation. I have no criticisms of the service so far, and have found my quality of life
has been enhanced by the presence of these helpful and cheering personalities.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. We're pleased the service has helped improve your quality of life in such a short space of time. Please don't hesitate to ask if there's anything we can do to further enhance your health, happiness and wellbeing.

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Review from A B (Son of Client) published on 10 March 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Everyone + everything is brilliant. No complaints at all.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your kind review. We think your Mom and family are brilliant too!

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Review from P D (Wife of Client) published on 11 February 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

After being a client for the last year just two mornings a week, we discussed the need for increasing care by a further two hours. This would enable my husband and myself to lead as normal life as possible with the help of the carer. This includes shopping at the supermarket, hairdressers, doctors appointments
etc. Their flexibility is greatly appreciated and we are happy to do that in return if a problem arises.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for taking the time to provide a review. We're here to make yours and your husbands life easier, safer and more enjoyable. Our service is flexible with this aim in mind and we will do everything we can to support you. Our team are grateful for the time they spend with you and the opportunity to help you both. Please don't hesitate to ask if there's anything additional you would like help with.

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Review from E H (Daughter of Client) published on 11 February 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

This was a very thorough review of mums complex care plan. Any issues or concerns that arose, were discussed at length and solutions, alterations to current care adapted and tweaked, were found and put into action. Where problems are more challenging or difficult to resolve, every effort was made to
come up with a way forward. Everyone involved was able to make positive contributions to the review and the family and client were treated with dignity and respect throughout. They were listened to!

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. Home Instead Norwich have an experienced and skilled professional management team in place to ensure our front line Care Professionals, the clients we care for and their families receive the very best support available. Sometimes this is complex and requires input from a range of health, care and family stakeholders. We are here to help find solutions and support the best quality of life possible. It's essential that we truly listen to our clients and support their needs and wishes as far as we are able. Please don't hesitate to speak to a member of our team if we can assist in any way.

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Review from SIMON H (Son of Client) published on 11 February 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mother was looked after by Home Instead for eight months. Initially, only a single daily visit was needed to help her get up and organise the day but when live-in care was suddenly required, Home Instead recognised the urgency and organised round-the-clock care immediately. Over this time, we have
been consistently impressed by the emotional intelligence, caring instincts and practical common sense of the visiting carers. They write up the details of their visit on an App - listing positives and concerns - which office staff and family members can then immediately view. The wide variety of ages and personalities, from which suitable carers are selected, is a great strength. Office staff, too, have been regularly in touch: with great tact at difficult moments, and a firm oversight. We have always felt 'seen', understood and respected. Some of my mother's longest standing carers have become like family thanks to their personal generosity and humanity. Unreservedly recommended.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for taking the time to write such a comprehensive review. It's been a real pleasure to support your family. The whole team at Home Instead wish you all the best for the future.

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Review from Beryl D (Client) published on 10 February 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

I have been using your company now, for over 6 years and I would like to tell you that I have been treated extremely well by all of your staff. "My Girls" as I call them, are very 'time conscious' but they never make me feel rushed or a nuisance. Well Done Home Instead. I would recommend you 100%.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. We're pleased you would recommed us 100%. Our team enjoy the time they spend with you and appreciate the opportunity to help.

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Review from A M (Client) published on 17 January 2025
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

In general I find the service to be very good. Improvements in my health mean that I need fewer visits than used to be the case, but I still need visits, both for help as well as company. The one area of uncertainty is still punctuality. With lateness the result of an unrealistic timetable or weight
of traffic on the route between jobs. This presumably has a knock on effect for clients later in the schedule. I would also observe that, to me, the hourly rates paid to carers seems low in comparison to the top slice for owners.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. I'm pleased that you find the service to be very good overall but sorry you have some concerns over punctuality. A member of our management team will be in touch to make sure we get this resolved for you. They will also be happy to explain how your care fees are used. We pay all staff above the Real Living Wage which is significantly above the Government's National Minimum Wage. Over 80% of income is spent on staffing costs with much of the rest spent on business overheads including office space, utilities, insurance, training, computer hardware and software, taxes and reinvestment into the service. We are a local, family-owned franchise, fully engaged in the service and committed to providing the best quality care in Norwich at excellent value for money and creating a great working environment for our team.

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Review from I R (Son of Client) published on 18 November 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Huge thanks to the Home Instead Norwich team for caring for my parents so well. We were impressed by everyone we met from the team. The office staff were professional, well-organized and caring. Communication via phone, email and mobile app has been excellent. The Home Instead team have been able
to respond quickly to changes in our care needs. The visiting team were amazing, generous, kind, respectful, warm, compassionate, competent, flexible and professional. My parents grew fond of their caregivers and looked forward to their visits.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your kind feedback. It's been a pleasure to support your family.

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Review from V M (Wife of Client) published on 23 September 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very pleased with Home Instead's service. We have a really excellent team of experienced carers to support and assist my husband and myself as his main carer. They quickly established a friendly yet respectful relationship with him inspiring complete trust and confidence. Their role is very adaptable
and flexible responding to immediate needs. They support us in a variety of ways, from personal care to help with laundry, cooking and companionship. They are professional, highly trained and available to discuss changing issues around his care. They also enable me to go out and maintain my social family network with confidence.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. We are pleased that we've been able to support your family's welfare in different ways through the tailored support provided. Your Care Professionals enjoy the relationships and conversations they have with you and your husband and we're pleased this enables you to meet other members of your family and remain socially engaged in the community with your friends. Experience tells us that social engagement and preventing isolation are essential to maintaining health and well-being.

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Review from G R (Daughter-in-law of Client) published on 22 August 2024
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother-in-law has been having visits since June 2021. I must say, the carers have all been lovely and generally the timings are excellent. Unfortunately, due to the progression of Alzheimer's, we felt a move to a care home was necessary for her own safety. Many thanks to the team that helped us during
this time and rest assured, she is settling into her new surroundings extremely well!

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your feedback and the opportunity to support your family. We wish you all the best for the future.

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Review from M H (Husband of Client) published on 13 August 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

All carers provided by Home Instead give a high standard of attention and care to my wife. The only criticism is, they are not given sufficient time between clients and after arriving late.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. I am pleased you believe we are providing a high standard of care however I am sorry to hear your wife's Care Professionals haven't been allocated enough travel time. I will look into this and make sure we address the issue.

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Review from J A (Client) published on 6 August 2024
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I look forward to my visits from the carer. She is always cheerful and has a lovely smile. We have worked out a routine between us for the visits which she carries out and then looks for other ways that she can help me.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. We're pleased the visits are working well for you.

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Review from Robert W (Son of Client) published on 29 July 2024
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Can't fault them, with 6 months down the line. The carers have all been nice and supportive of my dad after losing his wife and my mum. Thanks very much for the support, advice, and service.

Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review and for putting your trust in Home Instead. Your father's team of Care Professionals enjoy the time they spend with him and appreciate the pleasure he gets from spending time with them. I'm told there are smiles and laughter which are appreciated all around.

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Current Review Score: 9.7 (9.681)

Overview of Review Score

The Review Score of 9.7 (9.681) out of 10 for Home Instead (Norwich) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.7 out of 5 from 32 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 5.0 out of 5 from 31 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 4.681 for Home Instead (Norwich) is calculated as follows: ( (141 Excellents x 5) + (41 Goods x 4) + (8 Satisfactorys x 3) + (1 Very Poors x 1) ) ÷ 191 Ratings = 4.681

  • 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 (Norwich) is based on 31 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.

Regulatory Rating

Care Quality Commission (CQC) Rating

Date: 15 May 2019

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 (19)

Meet the Team (16)

Our

Our Care Professionals

Job Title: Care Professionals

Joined: 2010

We are very proud to have a dedicated team of compassionate and reliable Care Professionals who go above and beyond to take care of our clients. These are people who really care.


We are delighted that many of our Care Professionals have moved on to join our office support team as you will see below.

Chris & Akie

Chris & Akie

Job Title: Franchise Owners

Joined: 2010

The Home Instead Norwich office is owned by the husband and wife team, Chris and Akie Carter.


They are committed to helping older people in Norwich enjoy later life and work closely with local organisations including Age UK, Norwich Older People’s Forum and the Alzheimer’s Society to support this.


Chris and Akie have experience in organising care for family members and this has helped them understand the challenges that families face when arranging care at home. They are committed to providing the same level of care for their clients as they would for their own parents.


Chris began his career as a community pharmacist and opened the Norwich office of Home Instead Senior Care in February 2010. Akie is a UEA graduate with experience working with vulnerable adults in the voluntary sector.

Emma

Emma

Job Title: Registered Manager/Client Experience Manager

Joined: 2013

Hi, I'm Emma. I joined Home Instead in 2013 as a Care Professional and have steadily progressed through a variety of roles including On-call Supervisor and Trainer. I am now the Registered Manager.

Ruth

Ruth

Job Title: Registered Manager

Joined: 2021

Hello, I'm Ruth! I joined Home Instead in March 2021 as a Care Professional Trainer. In 2023 I became the Registered Manager alongside Emma.

Egle

Egle

Job Title: Client Experience Manager

Joined: 2014

Hi, I'm Egle! I joined Home Instead as a Care Professional in 2014 before becoming an On-call Supervisor, Scheduler and more recently our Client Experience Manager.

Verity

Verity

Job Title: Client Experience Manager

Joined: 2022

Hi, I’m Verity. I joined Home Instead as a Client Experience Lead and more recently moved into the role of Client Experience Manager.


I am really passionate about helping people and making a real difference. I carry out care consultations with clients and sometimes their families so they have the right care and support that they are looking for in their visits with Home Instead.

Amanda

Amanda

Job Title: Client Experience Lead

Joined: 2012

Hi! I'm Amanda, I joined in 2012 as a Care Professional before taking on the role of Scheduler and more recently Client Experience Lead. I meet with the clients and carry out reviews completing reviews to ensure the care we provide adapts to their changing needs and meets our client’s expectations.

Elizabeth

Elizabeth

Job Title: Client Experience Lead

Joined: 2021

Hi, I'm Elizabeth and I'm a Client Experience Lead. I am responsible for meeting with our clients and their families on a regular basis to ensure the care we provide adapts to their changing needs.

Shirley

Shirley

Job Title: Finance Administrator

Joined: 2015

Hello, I am Shirley, the Finance Administrator at Home Instead. I have over 30 years of experience in finance, administration and customer service. I am responsible for many aspects of day-to-day administration including invoicing, payroll and bookkeeping.

Jody

Jody

Job Title: Recruiter

Joined: 2021

Hi, I’m Jody. I started my Home Instead journey as a Care Professional and I now work in the office as the Recruiter.


I am responsible for recruiting more fantastic Care Professionals and Key Players.

Margarete

Margarete

Job Title: Care Pro Experience Administrator

Joined: 2021

Hello, I am Margarete, the Care Professional Recruitment Administrator at Home Instead. I joined Home Instead in September 2021. My role is to support the Recruiter with all aspects of recruitment administration. I enjoy being part of a team that strives to improve the lives of older people by providing them with the level of care they need.

Rebecca

Rebecca

Job Title: Care Professional Experience Lead

Joined: 2021

Hi, I’m Rebecca, I started my Home Instead journey as a Care Professional before moving into my current role. I am responsible for supporting Care Professionals through their Home Instead journey through training and support visits.

Sonia

Sonia

Job Title: Care Professional Experience Lead

Joined: 2021

Hi! I am Sonia, and I am responsible for supporting Care Professionals through their Home Instead journey through training and support visits.

Jenny

Jenny

Job Title: Care Professional Experience Lead

Joined: 2023

Hi! I am Jenny, and I am responsible for supporting Care Professionals through their Home Instead journey through training and support visits.

Katrina

Katrina

Job Title: Scheduler

Joined: 2023

Hi! I'm Katrina, and I am the Scheduler for Home Instead alongside Catherine.


I help organise the day-to-day visits for Care Professionals and clients.

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Catherine

Job Title: Scheduler

Joined: 2022

Hi! I am Catherine and I initially joined Home Instead as a Care Professional. I am now the Scheduler alongside Katrina, which means I help with the arrangement of client and Care Professionals' daily visits.

Frequently Asked Questions about Home Instead (Norwich)

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

Home Instead (Norwich) offers Home Care.

How many Carers does Home Instead (Norwich) employ?

Home Instead (Norwich) employs 100 carers.

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