Right at Home Sutton & Mid-Surrey

Renaissance House, 32 Upper High Street, Epsom KT17 4QJ
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9.8 75 Reviews
  • Right at Home Sutton & Mid-Surrey, Epsom
Right at Home has an amazing care team (rated Outstanding by the CQC in January 2022) of Home Care Assistants, Live in Care Assistants and a fabulous office team. They work hard to find the best people and, in order to hang on to them, need to make sure they are happy in their jobs.

The managing director asserts that gone are the days of care work being a dead end, minimum wage job. Carers are amazing people and Right at Home puts a lot of effort into finding the right people, with the emotional intelligence and empathy, to be able to become a great carer. They then receive the full support of Right at Home's management team to develop their careers if that is what they wish to do.

Right at Home has developed a framework to support the whole team in their efforts to be fantastic at what they do. This friendly, award-winning, local home care company has a great variety of people working in their team with one thing in common; they are all great at building relationships with others.
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Care Provided by Right at Home Sutton & Mid-Surrey

Types of Home Care

  • Visiting Care
  • Live-in Care
  • 24 Hour 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

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

Please contact the office for further details

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

  • Tim Haigh (Owner)

Right at Home Sutton & Mid-Surrey Reviews (75)

9.8

Right at Home Sutton & Mid-Surrey has a Review Score of 9.8 (9.800) out of 10, based on 8 reviews in the last 2 years.
Over all time Right at Home Sutton & Mid-Surrey has 75 reviews.

Overall Experience
  • 63
  • 12
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Date Published
  • 75
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  • 8
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Reviewer Connection to Right at Home Sutton & Mid-Surrey
  • 22
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  • 12
  • 5
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Total of 75, showing 61-75
Review from Alison (Daughter of Client) published on 24 August 2017 Submitted via Website • Report
Overall Experience 5.0 out of 5
We are very happy with Right at Home and would not hesitate to recommend them. The carers have never let my mother down and are always respectful, friendly and helpful. Hourly visits are not rushed and there is always time for a chat as well as personal care and household chores.
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Review from Jackie (Friend of Client) published on 6 July 2017 Submitted via Website • Report
Overall Experience 5.0 out of 5
We were delighted with the excellent quality of care given to our friend who wanted to stay in his own home as long as he could. We couldn't fault the care given to him by the 24 hour carers and the organisation needed to provide the respite care. The position our friend was in was particularly complicated
but all safeguarding issues were monitored and addressed in a most professional manner.
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Review from JT (Daughter of Client) published on 11 November 2016 Submitted via Website • Report
Overall Experience 5.0 out of 5
Right at Home looked after my mother from June to the end of August 2016 with great care and dedication. My mum was worried about having carers come into her home but the manager spent a great deal of time talking to her and gave her lots of reassurance. I feel that all the staff are very good at
really listening and trying to respond to each individual's needs in the best way they can. All the carers who looked after mum were friendly, kind and treated her with respect. The carers always arrived on time and carried out their tasks with efficiency and commitment. Right at Home's communication and report system meant we were always updated about mum's health which saved us worrying so much about her. I have no hesitation in recommending this wonderful care agency to anyone who is looking for a real personal service for a loved one.
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Review from Chris (Son of Client) published on 26 September 2016 Submitted via Website • Report
Overall Experience 4.0 out of 5
We have been very pleased with the care provided by the Right at Home (RaH) carers. They have developed a very good relationship with my father and have helped him/us in working towards our goals. I have especially appreciated the way that incidents out of the ordinary have been dealt with, eg. difficulties
with power or unexpected changes in my father's condition have been reported to us promptly by the carers and they have often gone out of their way/stayed late to ensure these are dealt with well.


RaH have also been flexible in dealing with the care when we need to cancel visits due to hospital etc.


We have been less impressed by the admin side in the office and have had continued difficulties receiving invoices and care rotas. We have raised these with RaH and I believe the management genuinely want to fix these issues and are currently trying to improve. These issues have brought my overall score down as I wouldn't feel able to recommend RaH without flagging these issues.

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Review from D F (Daughter of Client) published on 25 August 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The staff have always been friendly, approachable, flexible and very kind to my Dad. When I have needed to arrange care at short notice, it has always been accommodated. When I call the agency the staff are professional, friendly and I feel listened to.
The reason for not giving care an excellent rating
is only due to the fact that I have had to ask a few times for the lunch time support to make Dad a meal and plate something for his supper. It doesn't always happen if Dad says he isn't hungry. Otherwise very satisfied with the agency overall.
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Review from Stephen M (Son of Client) published on 8 August 2016 Submitted via Website • Report
Overall Experience 4.0 out of 5
Right at Home have been providing care for my mother since the beginning of the year, this involves three visits daily and have always proved reliable. Recently we have needed medical attention with doctors and hospitals. They have kept me informed at all times and stayed longer than necessary to meet
the ambulances. Again they always followed up and during these times offered additional help and support. They care for her very well with her meals, time keeping and cleanliness.
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Review from Mrs L J W (Mother of Client) published on 5 August 2016 Submitted via Website • Report
Overall Experience 5.0 out of 5
I would like to thank the carers for my daughter and myself you have made a big difference to our lives, the carers she has taken time to get to know her treat her with respect.
Without the carers I would not be able to work. I know I can work and she in safe hands, my daughters carers go above and
more for her. She can't talk but I am sure she would say a big thank you for the care and support you provide to the family.
Once again big thank you to Right at home Sutton and Epsom and Carers.
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Review from Paul S (Friend of Client) published on 29 July 2016 Submitted via Website • Report
Overall Experience 5.0 out of 5
The whole experience has been excellent and the service provided by Right at Home for my Mother has been exactly what she needed and after just a month Mum really looks forward to seeing the carers each day and is always very complimentary about their attitude and help towards her. I would definitely
recommend Right at Home to other people and will probably need to extend the hours they provide in the near future.
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Review from Rob (Son of Client) published on 27 June 2016 Submitted via Website • Report
Overall Experience 5.0 out of 5
This was the 3rd agency we used for Dad's care needs after 2 disappointing experiences with other agencies. When we met with Right at Home they took the time to listen and it was clear that they really understood Dad's needs and wanted to work with us to provide the care he required. All the carers
have been excellent. Professional, friendly, caring and very reliable. Administrative staff have also been excellent. They have always been approachable and really helpful even when we have changed plans at short notice!
We really felt Dad was in good hands at a very difficult time in his life and would have no hesitation in recommending Right at Home.
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Review from Suzie D (Daughter-in-law of Client) published on 22 June 2016 Submitted via Website • Report
Overall Experience 5.0 out of 5
With communication and over time the care company provided a team of caring and supportive care workers who built up a relationship that helped my mother-in-law remain at home for the time that she did. When my mother-in-law required an escort to her clubs the care company were able to provide this
and working together we all made certain that she was able to attend days out. Over the years the care workers and management team became like family and were always very understanding and supportive in helping us as a family.
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Review from Janet (Daughter of Client) published on 20 April 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My father was looked after by carers from Right at Home for two years. They dealt with crisis, provided company and found a group of young people who dad always looked forward to seeing. They listened to music (and sang along!) together, shared jokes and reassured him when his dementia worsened. During
periods when dad was in hospital a couple of the carers would visit him and at the end of his life they joined us at his funeral. I highly recommend their flexible, warm and experienced team.
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Review from Laura (Daughter of Client) published on 30 March 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have always found the carers very friendly, approachable and professional. They treat my parents with respect and are kind and gentle.
We have good communication with both carers and the office.


They are always willing to meet our needs and cancel care or add in extra care when needed. When new

carers are introduced they shadow for a while which means they know the needs. My parents always know the carers that arrive as there are only a few who come regularly so they have a good relationship and know what is needed.
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Review from Judith C (Daughter of Client) published on 27 January 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have used a number of care agencies in this area to look after my mother and then my father. I have found Right At Home to be the best. They provided home care from June 2015 to August 2015 and then again in October when my father required a great deal of personal care following discharge after a
broken hip. All the carers were well trained, considerate, careful and thoughtful. They always turned up and carried out their tasks competently, and they pretty well kept to the agreed call times. Without exception, all the carers' main concern was for my father's well being and comfort, and they were respectful of his wishes and his home. The office was always helpful, efficient and friendly, and they dealt with some quite difficult situations very well.
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Review from Nick (Son of Client) published on 27 January 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My mothe';s care from Right at Home has been excellent even over Xmas and New Year. She has had a couple of minor falls recently and the carers have been excellent calling paramedics and also cleaning up after accidents. Mum enjoys the company and feels safe and secure with the carers.
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Review from Ken (Son-in-law of Client) published on 4 January 2016 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We interviewed a number of care providers but were struck by how "caring" they came across. The service offering was good, balanced and good value for money. We were not disappointed with reality either - prompt attention with excellent workforce. They meant a lot to the family as well as the general
support given to my father in law. It wasn't just about the usual care it also included talking to him and engaging him so that he gained company and support during his final days. That is what separates Right at Home from the others - you can tell that they really do care and it means everything to loved ones.
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Current Review Score: 9.8 (9.800)

Overview of Review Score

The Review Score of 9.8 (9.800) out of 10 for Right at Home Sutton & Mid-Surrey is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 5.0 out of 5 from 8 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 4.8 out of 5 from 8 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 5.000 for Right at Home Sutton & Mid-Surrey is calculated as follows: ( (48 Excellents x 5) ) ÷ 48 Ratings = 5
  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 Right at Home Sutton & Mid-Surrey is based on 8 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 = 4.8
  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: 5 Jan 2022

Overall Outstanding

  • Caring Outstanding
  • Effective Good
  • Responsive Outstanding
  • Safe Good
  • Well-led Outstanding
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 (10)

Meet the Team (8)

Tim

Tim Haigh

Job Title: Managing Director Joined: 2010

Tim opened Right At Home Sutton and Mid Surrey in 2010.

Jo

Jo Davies

Job Title: Registered Manager Joined: 2016

Jo joined Right at Home in 2016 as a Registered Manager.

Alison

Alison Sherrell

Job Title: Deputy Registered Manager Joined: 2017

Alison joined Right at Home in 2017 as a Deputy Registered Manager.

Tina

Tina Toms

Job Title: Deputy Registered Manager Joined: 2017

Tina joined Right at Home in 2017 as a Deputy Registered Manager.

Samantha

Samantha Healy

Job Title: Care Coordinator Joined: 2023

Samantha joined Right at Home in 2023 as a Care Coordinator

Anne

Anne Thomas-Moore

Job Title: Care Manager Joined: 2021

Ann joined Right at Home in 2021 as a Care Assistant and has worked her way up to Senior Carer, Deputy Care Manager and now Care Manager.

Charlotte

Charlotte Danielsen

Job Title: Recruitment Coordinator Joined: 2024

Charlotte joined Right at Home in July 2024 as a recruiter.

Maeve

Maeve McMillan

Job Title: Community Relations Manager Joined: 2024

Maeve McMillan is the Community Relations Manager at Right at Home. With a background in psychology and cognitive neuroscience, Maeve previously worked with a private mental health company, where she developed a deep understanding of individual needs and overall well-being. Her transition to Right at Home was driven by her passion for ensuring that everyone receives exceptional care and support.


Maeve shares, “I believe that everyone should receive the highest possible care no matter who they are. That’s why I chose Right at Home. Engaging with the community and helping those in need is the most rewarding aspect of my work.”

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