Home Instead (Norwich)

Suite 17 Diamond House, Vulcan Road North, Norwich NR6 6AQ
Review Us
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
  • Nursing/Nurse Led Care
  • Overnight Care (Waking)
  • Overnight Care (Sleeping)

Minimum Visit Duration (Visiting Care)

  • 60 minutes

Contract Durations

  • Ongoing / Long Term
  • Respite / Short Term

Age Ranges

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

Personal Care Services

  • Washing & Dressing
  • Toileting Assistance
  • Medication Assistance (Oral)
  • Companionship
  • Continence Care
  • Feeding & Drinking Assistance

Household Services

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

Nursing / Nurse Led Care

  • PEG Feeding
  • Stoma Care
  • Medication Assistance (Intravenous)
  • Wound Dressing
  • Catheter Care

Other Care Provided

  • Dementia
  • Parkinson's Disease
  • Stroke
  • 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

Funding Types Accepted

  • Private Funding (Self-funded)
  • Direct Payments (from Local Authority/NHS)
  • Local Authority (Contracted Provider)
  • NHS (Contracted Provider)
Explain these funding types

Good to Know

Group/Owner

Person in charge

  • Chris Carter (Owner)

Home Instead (Norwich) Reviews (106)

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
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Date Published
  • 106
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Reviewer Connection to Home Instead (Norwich)
  • 41
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  • 18
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Total of 106, showing 21-40
Review from C S (Son of Client) published on 19 July 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead provided care for my elderly mother in her home for one year.
All the professional carers struck a great balance between providing companionship and practical care. They were proactive in checking the fridge for out-of-date items, noticing where cleaning was needed and carrying this out
to a high standard. The carers were all tactful, prompt and kind people who gave useful and valued feedback via an app after every single visit.
The professional carers are backed up by an extremely efficient administration team who kept both my mother aware of any staff changes in advance and who carefully followed up any issues flagged up by professional carers.
I was impressed by every aspect of the service and had every trust in the staff. This is a well-run business that I have no hesitation in recommending.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for taking the time to provide such comprehensive feedback. I'm delighted you were so happy with our service. It was an absolute pleasure to be able to help your family.

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Review from N P (Brother of Client) published on 17 July 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
My sister gets on very well with the carer, she visits once a week for social activity and company. They chat, have a coffee and sometimes play a game. She always look forward to her visits and they have built up a bond over the last couple of years.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your feedback. Your sister's care professional enjoys and appreciates the positive relationship that has developed over the years and often speaks of the laughter they enjoy during their time together.

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Review from A W (Daughter of Client) published on 17 July 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead Norwich came to provide companionship and personal care to my mum who had moderate dementia. They were just amazing with her and also my dad.
From the initial engagement meeting with my family to providing the necessary care until Mum went into a care home, Home Instead showed compassion,
empathy, understanding, and care to all members of my family. No one ever judged our situation.
The caregivers were picked so they had things in common with Mum from the start. As time progressed and Mum needed more help, including personal care, Home Instead ensured Mum had continuity of care from the same people. This avoided the need for new people to be introduced which would have distressed my mum.
The caregivers were also very supportive of my dad and his situation of being a full-time carer.
A few months ago, we decided to approach Home Instead again, this time for my dad. Once again, Home Instead showed the same compassion, empathy, and understanding towards us.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for taking the time to provide such a comprehensive review. The team at Home Instead Norwich appreciates the trust you have put in us and enjoys working with your family through the challenges and joys.

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Review from Alfred W (Client) published on 24 May 2024 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have used Home Instead for the past 2.5 years and have never been so well looked after. I find the carers efficient, caring and polite.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. I'm pleased you feel well cared for. Your care professionals very much enjoy the time they spend with you too.

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Review from Miriam C (Daughter of Client) published on 23 May 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
The care professionals continue to look after my dad with patient commitment and dedication, offering him a familiar connection which brings reassurance and comfort, thank you all for this.
We appreciate the management team’s attention to my dad’s ongoing care needs as they shift and their commitment
to ensuring he receives the best of care.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. The whole team appreciate the opportunity to support your family and hear about your father's fascinating life experiences.

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Review from Liz W (Daughter of Client) published on 17 May 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Care provides daily care visits to our mum but last week we needed a live-in carer for the week as we were away on holiday. Mum loves her regular carers but they were not available to live in for the week. We were all so delighted that Mum enjoyed a lovely week with the chosen carer. She was so
well cared for and the carer who did everything to ensure Mum was happy. Thank you so much you were brilliant. Every time we rang Mum was full of praise for her carer and said she would really miss her. We could check in daily on the app too to keep up to date which was reassuring. I cannot thank Home Instead enough for matching the carer to Mum. It enabled us all to enjoy a holiday knowing Mum was happy and being well cared for. We will definitely use this service again if needed.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. We're delighted Mum enjoyed her week and you got to enjoy a well deserved holiday too.

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Review from Gillian M (Wife of Client) published on 14 May 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
Very pleased with the excellent care of my husband whilst I was on holiday. Lovely to return home to a clean and tidy house with washing and ironing all done. There was even a cottage pie left for our next meal! Thank you, Home Instead!
Reply from Chris Carter, Owner at Home Instead (Norwich)

It was our pleasure. We hope you enjoyed the cottage pie.

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Review from W F (Daughter of Client) published on 8 May 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
This care company and all the staff are exceptional!
We have been with Home Instead Norwich for years now and have faced many complex, challenging situations together. We no longer felt alone trying to cope once they got on board with us. All the staff have been amazing!
Supporting Mum and the family
to manage complex needs, they really listen and have honestly bent over backwards to help work with the family to resolve all the health and social care challenges we have faced along the way.
I honestly don't know where we would be if we hadn't found Home Instead Norwich, the truth is in the title 'Home Instead'. Every individual carer has been carefully chosen to attend to mum with close attention to her individual needs, and providing respect and dignity in everything they do. Each and everyone has been kind, caring, compassionate and professional.
I would have no hesitation at all in recommending this team to friends or family.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for taking the time to provide such a comprehensive review. The whole team at Home Instead Norwich really enjoy supporting your family and it is great to see your mother's positive relationships with her Care Professionals and how her health and wellbeing has improved. It's very rewarding to see all that everyone has achieved in complex circumstances. Thank you for allowing us to be part of your family's journey.

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Review from Jo G (Daughter of Client) published on 1 May 2024 Submitted via Website • Report
Overall Experience 5.0 out of 5
Dad continues to receive first class care from Home Instead. We have noticed a marked improvement in his physical and mental health since having the carers visit twice a day. Communication with myself is always prompt when any concerns are raised. They are also very accommodating if and when I need
to change or increase visits. Home Instead were recommended to me by a friend and I would not hesitate to do the same. I am able to relax knowing Dad is being taken care of by kind, caring and efficient carers.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. We're really pleased that your father's physical and mental health and wellbeing continues to improve and appreciate the opportunity to support him and your family.

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Review from Bryony D (Daughter of Client) published on 16 November 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Mum loved all her carers and with their gentle encouragement agreed to personal care support and walks outside which were huge milestones for her. They were amazing when Mum had to move into a care home recently. We were terrified that Mum would be distraught but one of the carers ensured this process
went smoothly. Her carers have been marvellous with their kindness, understanding, professionalism and hard work. Our client liaison lead has been very supportive; always there when I’ve needed to talk and always ensures that things are done effectively. Whoever I’ve spoken to in the office has been lovely and brilliant at their jobs. Rarely do I deal with an organisation that does what it says on the tin and not only does its job properly but goes above and beyond. If it weren’t for Home Instead Mum wouldn’t have been as safe, healthy or happy. They have alleviated so much worry and stress. Home Instead became part of our family and we will miss them very much. Thank you.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your review. Our Care Professionals and management team have enjoyed supporting your Mum and all of your family and wish you all the best in your onward journey.

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Review from C G (Daughter of Client) published on 4 October 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Excellent care for my step-mum for over 3 plus years.
She was treated with the care she needed to keep her independent and living in her home. Very reliable and flexible care package which blended with my mum well as her needs increased. Home Instead also supports the family with empathy and understanding.
Reply from Lauren Pashley, Business Development Manager at Home Instead (Norwich)

Thank you for your kind review. We are happy to hear that we have been able to support not only your stepmum but your family too.


The Care Professionals supporting your stepmum enjoyed their visits with her and have said that she was a lovely lady.

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Review from S G (Son of Client) published on 3 October 2023 Submitted via Postal Card • Report
Overall Experience 3.0 out of 5
Carers are first-class, efficient and professional but when something does go wrong there is a 'disconnect' between front-line staff and office management. So as an example, a carer had a difficult call to a client before us, and the carer rang the office and asked for comms to us, never done. So 89-year-old
mother is left getting up 94 year 94-year-old father to wash, shave and dress etc. The carer finally arrives 40 minutes late when the job is already done but Home Instead still charge for call! When I email, no response after 8 days.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for your feedback. I am sorry that you are unhappy with the service provided. We will investigate and address this through our formal complaints procedure to ensure we come to a satisfactory resolution for you, learn from your experience and put in place any appropriate actions to prevent recurrence. A member of our senior management team will phone you today.

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Review from Roz A (Daughter of Client) published on 27 July 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
My father enjoyed the best care he could wish for from Home Instead.
Dad became a widower after a long and happy marriage. Home Instead helped him to remain in his marital home, by assisting with household jobs, which included cooking for and with him, a little bit of planting and weeding in the garden,
washing and ironing, dusting and hoovering. Ultimately whatever Dad wanted assistance within his home, the lovely Home Instead carers would be very happy to help. As time went on and Dementia became part of Dad's life, he needed to be reminded to eat, drink and shower. Home Instead continued to help Dad to enjoy his home life as much as possible and the carers became a lovely team that both Dad and I came to rely on.
If you are considering care for someone you love, I recommend Home Instead without question.
Reply from Lauren Pashley, Business Development Manager at Home Instead (Norwich)

Thank you for such a wonderful review. It has been nothing but a pleasure to care for your dad and his carers look forward to their visit with Dad just as much as he does. He is such a wonderful man.

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Review from Paula J (Daughter of Client) published on 20 June 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
I cannot recommend Home Instead (Norwich) highly enough. The carers are so kind and caring, they became more like friends to my mum and she loved to see them.
We had a number of care agencies before we came across Home Instead, who were awful. We were constantly on the phone sorting out problems.
When Home Instead took over my Mum's care I was very cynical, worried that the same would happen. I needn't have worried, the care was great, the carers were well trained and for the first time since my mum had care I could relax.
They were so good we took out a loan on the house, just to keep her with them because we wanted the best care for her and wanted to keep her with them to the end which we managed to achieve.
I cannot thank Home Instead enough for looking after my mum as well as they did. They may be a little more expensive than others, but it is money well spent.
Reply from Lauren Pashley, Business Development Manager at Home Instead (Norwich)

Thank you Paula for this lovely review. We have enjoyed supporting your mum and making her laugh. Your mum was a great character who lit up the room with her great sense of humour and caring nature. I will pass your comments on to the Care Professionals that have supported your mum.

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Review from Judith G (Daughter of Client) published on 14 June 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Can highly recommend Home Instead.
My mum has been using them for several years. With one particular carer coming to do her washing and housework etc but in the last six months she needed more personal care with carers coming in twice a day. They have been very caring and professional in looking
after my mum’s needs.
Reply from Lauren Pashley, Business Development Manager at Home Instead (Norwich)

Thank you for taking the time to leave such a lovely review. It is a pleasure to look after your mum and to support her daily.

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Review from Catherine B (Daughter of Client) published on 14 May 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
I can't praise Home Instead (Norwich) highly enough. They are always helpful if I have any queries on the phone and the home care consultant always keeps in touch, which is really nice
The bond between my mum and her carer is lovely, they get on so well and Mum really enjoys her visits.
It definitely
puts my mind at ease knowing she is very well looked after.
Thank you again.
Reply from Lauren Pashley, Business Development Manager at Home Instead (Norwich)

Thank you for your kind review. It is an absolute pleasure to care for your mum.

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Review from A D (Niece of Client) published on 5 May 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very happy with all care and attention shown to my 92 year old aunt.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for taking the time to submit a review. We're all pleased that your aunt and family are benefitting from our support. Your aunts Care Professionals enjoy their conversations and time spent together. We appreciate the opportunity to care for your family.

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Review from Paula F (Daughter of Client) published on 20 March 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The overall service provided by Home Instead (Norwich) is excellent. Staff are professional and helpful at all times. Carers are generally on time. One carer that stands out for me us, he is so respectful, caring and kind to both Dad and Mum. He is an outstanding carer that goes above and beyond. We
can highly recommend this company to anyone needing care.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thank you for taking the time to write this review. I'm delighted you're so positive about the service and that we're able to help your family in this way. I will make sure I give the Care Professional you have higlighted a personal "pat on the back"! Thank you for giving us the opportunity to care for your family.

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Review from C T (Daughter of Client) published on 7 March 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Good service, do what they say. Come when they promise. Flexible, do what is needed.
Reply from Chris Carter, Owner at Home Instead (Norwich)

Thanks for your review and the opportunity to support your family. I'm pleased the service is working well for you. Your Mom's team are certainly fond of her.

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Review from Charlie B (Daughter of Client) published on 12 January 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Home Instead have been beyond invaluable with the care and support they have been providing to both my mother, but also me. Home Instead have been supporting my mother for several hours a day since June 22, and their carers are second to none. They are punctual, human, caring and compassionate. They
do what they say they will do, and they all strive to achieve the best care for Mum. I really couldn't say enough good things about the front line care staff.
The management are also in regular communication, and the care app is updated immediately after every visit so I know exactly how the visit went, and how Mum is doing at the touch of a button - It really is genius.
My mum is one of the most important people in the world to me and home instead have given me real peace of mind that she is in the best hands, she has got to know her carers, and looks forward to their visits.
Reply from Lauren Pashley, Business Development Manager at Home Instead (Norwich)

Thank you for taking the time to leave such a lovely review. We are happy that we have been able to support you and mum who we know our Care Professionals love visiting.

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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.

  1. The Average Rating is 4.7 out of 5 from 32 Reviews in the last 24 months.
  2. 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:

  1. 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
  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 (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
  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: 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. View Latest Report

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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.

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.