Home Instead (North Wales)

28-32 Princess Drive, Colwyn Bay LL29 8LA
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9.6 35 Reviews
  • Home Instead (North Wales), Colwyn Bay
Home Instead for North Wales is an award winning, highly respected UK home care provider, that provides high quality care for seniors in their own homes.

Great pride is taken in developing the relationship between the client and their CAREGiver, with clients receiving the same highly trained CAREGivers for each visit to ensure continuity of care and building trust and friendship. The calls are a minimum of one hour per visit to ensure that the client is not rushed and that their needs are met in a dignified and respectful manner.

Individualised personal services build from companionship and home help to personal care and specialised Dementia care.

Home Instead is a leading provider of Alzheimer’s and other Dementia care. CAREGivers are fully trained having completed the Home Instead City and Guilds accredited Alzheimer’s and Dementia care training to ensure high quality care is constantly delivered.
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Care Provided by Home Instead (North Wales)

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
  • 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

  • Matthew Murray James (Director)

Home Instead (North Wales) Reviews (35)

9.6

Home Instead (North Wales) has a Review Score of 9.6 (9.600) out of 10, based on 6 reviews in the last 2 years.
Over all time Home Instead (North Wales) has 35 reviews.

Overall Experience
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Date Published
  • 35
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  • 29
Reviewer Connection to Home Instead (North Wales)
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Total of 35, showing 1-20
Review from Sylvia R (Mother of Client) published on 6 October 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The care professionals are all lovely with my son and myself. The office are always approachable and helpful. I'm grateful to them all.
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Review from Edward W (Client) published on 4 September 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
My care professional is like a tonic, so helpful and understanding, if this care was on prescription, the doctors would be inundated! All the everday things I need doing that I can't manage now-a-dats are taken care of with a smile, like she makes a brilliant cuppa and loves gardening, also has discovered
where my clothes live, so the washing goes away where I'll find it!
Reply from Carly Redgers, Community Engagement Officer at Home Instead (North Wales)
What lovely feedback! Our care professionals really enjoy seeing you. Keep smiling :)
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Review from Allison L (Daughter of Client) published on 4 September 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Excellent service, pleasant carers, help with having a shower, making meals and housework.
Reply from Carly Redgers, Community Engagement Officer at Home Instead (North Wales)
Thank you for the kind review! We will pass on your feedback to our care team.
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Review from Cari H (Daughter-in-law of Client) published on 25 August 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Review was extremely useful, so we can update everything and move forward with another service, ie cleaning visits and extra help when on holiday, etc.
All staff are very good with my mother in law, and she is very happy with the service.
Reply from Carly Redgers, Community Engagement Officer at Home Instead (North Wales)
Thank you for the positive feedback! We are so pleased to hear that your mother in law is happy with our team and services.
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Review from Alison S (Client) published on 4 August 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very happy with all carers. Professional and friendly. Work carried out to a high standard.
Reply from Carly Redgers, Community Engagement Officer at Home Instead (North Wales)
This is lovely to hear! Thank you for taking the time to leave us this wonderful feedback.
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Review from A W (Client) published on 2 May 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very friendly ladies, always very helpful nothing is too much trouble. Makes me feel comfortable with myself, knowing Home Instead will always help me.
Reply from Carly Redgers, Community Engagement Officer at Home Instead (North Wales)
It's so lovely to read your feedback AW! We enjoy our visits with you and so happy to hear that you are pleased too.
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Review from Barry J (Son of Client) published on 10 March 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
All carers visiting my mother perform their duties in an excellent, professional and friendly manner. She looks forward to the twice daily visits and could not live at home without them. They are always checking to see if she needs any help with anything. She also enjoys the social contact especially
in these times. I couldn’t recommend them more highly. I live a long way away so also rely on their care and feedback on my mother.
Reply from Donna Vella, Office Coordinator at Home Instead (North Wales)
Thank you for your kind feedback, I have advised the Co-Ordinator who will speak to the CAREGivers to advise them.
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Review from Nick D (Son of Client) published on 17 February 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Very pleased with all aspects of Mum’s care. Home Instead have provided care and most importantly social contact during these difficult times. They have definitely gone the extra mile in helping to make sure she is safe and healthy.
Reply from Donna Vella, Office Coordinator at Home Instead (North Wales)
What lovely feedback. Thank you for taking the time to post this.
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Review from Edwina T (Daughter of Client) published on 17 February 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
The Abergele team are so helpful and mindful of the concerns family members have.
They have responded promptly to the times my dad was very poorly and needed extra support. Dad's main carers each have a unique way of making my Dad feel special.
The manager will always call if she feels there is an
issue which takes a load off my mind living 220 miles away.
Reply from Allie Williiams, Deputy Manager at Home Instead (North Wales)
Thank you, it is always a pleasure speaking with you and your Dad, stay safe.
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Review from Tracy H (Granddaughter of Client) published on 10 December 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
I know it's been a while since I lost my nan and grandad but I would like to say what amazing care they received for the last three years from Home Instead which also supported the family at the sad time I lost my nan and grandad; always there to support the family. I would like to thank each and every
one of you, thanks ladies.
Reply from Donna Vella, Office Coordinator at Home Instead (North Wales)
Thank you so much for the lovely feedback. We are proud that we were able to assist your grandparents and our CAREGivers fed back what lovely people they were.
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Review from Sian H (Client) published on 30 October 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
From telephoning with the initial enquiry through to daily day care, The care manager has ensured Mum has been looked after to a brilliant standard!


Very friendly, professional, caring, kind and thoughtful.


Good value too.


Highly recommend - the daily carer is lovely - perfect for Mum aged

81.


I appreciate all the hard work, support and outstanding service.

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Review from Amanda T (Daughter of Client) published on 29 September 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
I have always been very happy with Home Instead, they match the carer with the service user. Mum is very happy with the service, which makes me happy and I can relax and not worry. Any concerns are easily addressed and it is very reassuring to know that if the caregivers have a concern they can contact
me direct or if I have a query or concern it will be dealt with professionally and easily. Although I have to say I have never had a cause for concern.
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Review from Christine W (Daughter of Client) published on 5 March 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I would highly recommend. Carers are fantastic. So kind and helpful. Look after my Mum as though she was their own. So caring.
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Review from T M (Partner of Client) published on 20 December 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have been using the service for over a year now. I am very satisfied at the present time they provide company for my partner for 4 hours on a Friday. In the past, I have arranged for an hour extra on a Monday morning. Their office is neat and can call in an emergency.
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Review from Pamela G (Daughter of Client) published on 15 March 2019 Submitted via Website • Report
Overall Experience 4.0 out of 5
I was expecting details of the carers rota so that I knew who was looking after my mother on a daily basis, I still have not received this.
I also requested a breakdown of costs which had to be chased before it was received.
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Review from C J (Granddaughter of Client) published on 15 March 2019 Submitted via Website • Report
Overall Experience 3.0 out of 5
Generally the care provided is satisfactory. Carers often late even when first call of the day requested.
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Review from Steve D (Son of Client) published on 6 March 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
In September Mum suffered two TIAs which destroyed her short term memory and her insight into her condition. The helpers from Home Instead reacted with exemplary patience and kindness. As she became slower they adjusted to her, without making her feel slow. They became welcome friends and her windows
on the outside world, but they always gave me detailed feedback on any areas of concern as they arose.


Her decline accelerated in December, but she would still smile at a face she recognised and trusted, even when she would confidently come up with the wrong name. She had more TIAs, two while carers were present, and the helpers stayed on to calm her and help me with the practicalities while we waited for paramedics and ambulances. It was a difficult time for both of us. We couldn't have managed without their help.


Mum died in early January. Thanks to Home Instead she could live at home until her last few days. She was very grateful.

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Review from Barry J (Son of Client) published on 13 February 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
I would just like to thank the care team for their professional and friendly care. Nothing was too much trouble as they cared for my Mums needs, whether it be personal or just a friendly chat and a cup of tea. Unfortunately it was only for a short time as Mum has had to go into a nursing home. We could
not have survived the last 6 months without all their help. Thanks again.
Reply from Warwick Allan, Director at Home Instead (North Wales)
Thank you for your kind words Barry. It was a pleasure to have helped you and your family.
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Review from Catherine M (Wife of Client) published on 19 December 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have found all the staff from Home Instead are very nice, friendly and helpful people. They are very flexible with their sitting service, and always ready to accommodate us.
Reply from Warwick Allan, Director at Home Instead (North Wales)
Thank you for your taking the time to review us and the kind words. We try our best!
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Review from Brian B (Client) published on 29 August 2017 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very good and helpful.
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Current Review Score: 9.6 (9.600)

Overview of Review Score

The Review Score of 9.6 (9.600) out of 10 for Home Instead (North Wales) 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 6 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 4.6 out of 5 from 6 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 Home Instead (North Wales) is calculated as follows: ( (30 Excellents x 5) ) ÷ 30 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 Home Instead (North Wales) is based on 6 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 + 0.5 + 0.25 + 0.25 + 0.1 = 4.6
  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 Inspectorate Wales (CIW) Rating

Care Inspectorate Wales is responsible for the registration and inspection of social care services in Wales. View Latest Report

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Awards / Recognitions (14)

Meet the Team (4)

Matthew and Sam

Matthew and Sam Murray James

Job Title: Owners Joined: 2022

Matthew & Sam are the proud owners of Home Instead North Wales, having taken over the business in 2022, alongside their other offices in Wrexham & Flintshire. Their mission is to provide an outstanding home care service across the region

Rebecca

Rebecca Roebuck

Job Title: Registered Care Manager Joined: 2018

Rebecca is the Registered Care Manager for Home Instead North Wales and oversees the day-to-day operations of the business. She has 10 years of experience within the care sector. Rebecca possesses a QCF Level 3 in Health and Social Care and completed a Dementia Course to support clients living with Dementia and deliver City and Guilds accredited Dementia training.

Ffrancine

Ffrancine Smithson

Job Title: Assistant Care Manager Joined: 2025

Ffran joined the North Wales team in 2025 and will be managing the care journey, ensuring that all our clients receive a high-quality, person-centred experience.

Becky

Becky Morris

Job Title: Scheduling Coordinator Joined: 2025

Becky joined the team in 2025 and oversees all the scheduling for the clients and care professionals, ensuring that all care visits are managed efficiently.

Frequently Asked Questions about Home Instead (North Wales)

What Type of Services does Home Instead (North Wales) offer?

Home Instead (North Wales) offers Home Care.

How many Carers does Home Instead (North Wales) employ?

Home Instead (North Wales) employs 50 carers.

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