Home Instead (Eastbourne & Hailsham)

Unit E, Dittons Business Park, Dittons Road, Polegate, Eastbourne BN26 6HY
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9.7 67 Reviews
  • Home Instead (Eastbourne & Hailsham), Eastbourne
Rated as 'Outstanding' by the Care Quality Commission (December 2017), Home Instead Eastbourne Office provides compassionate non-medical care to the main towns of Eastbourne, Polegate, Hailsham and the surrounding areas.

The model of care followed is fully bespoke and tailored to each individual client's needs. Experienced Care Professionals are matched with clients based on common interests. The same Care Professionals visit at the same times to maintain consistency which enables a relationship based on trust to develop.

All care visits are for a minimum of one hour. This allows the service to be flexible to the daily changing needs of the clients and means that much more varied and stimulating activities are possible, either within their own home or by going out into the local community.

Activities can vary from assistance with shopping trips, companionship, escorting to appointments or social engagements, as well as home help, meal preparation, personal care and support with medication.

Home Instead Eastbourne’s office can support people with complex conditions and has a particular expertise in supporting people living with dementia. A unique City and Guilds accredited dementia training programme underpins this practical experience and also enhances the professional knowledge of the caregiving team.

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Care Provided

Types of Home Care

  • Visiting Care
  • 24 Hour Care
  • Adult Home Care (18+)
  • Respite Care

Personal Care & Household Services

  • Washing & Dressing
  • Medication Assistance (Oral)
  • Domestic Services / Home Help
  • Cleaning Service
  • Companionship
  • Food Preparation & Serving
  • Laundry Service
  • Shopping Service / Errands
  • Sit in Service
  • Transportation Service

Other Care Provided

  • Older Person Care
  • Dementia
  • Palliative / End of Life Care
  • Learning Disability / Autism
  • Mental Health Condition
  • Physical Disability
  • Visual / Hearing Impairment
  • Hospital Discharge
  • High Dependency Care, two carers attending

Funding & Fees

Available on request

Good to Know

Group/Owner

Person in charge

  • Ian Cottrell (Managing Director)

Home Instead (Eastbourne & Hailsham) Reviews (67)

Total of 67, showing 1-20
9.7

Home Instead (Eastbourne & Hailsham) has a Review Score of 9.7 (9.715) out of 10, based on 8 reviews in the last 2 years. Over all time Home Instead (Eastbourne & Hailsham) has 67 reviews.

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Review from D H (Daughter of Client) published on 29 May 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We currently have two caregivers who attend our mother's home. Both are wonderful people who care and provide support for mum and all the family in various ways including companionship to mum, domestic household chores and personal care as required. Both the current and previous caregivers, especially
one in particular have been both professional and supportive in their roles looking after our late father and now our mum and we cannot thank the director of care and her team enough for the peace of mind that they give us in knowing our mum is looked after by all of the team.

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Review from Sue R (Daughter of Client) published on 21 May 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Our family had no previous experience of engaging with Care Providers, when we found ourselves needing to find support for Mum at short notice. Home Instead helped us all to find our way, right from our first conversation, reassuring us they would be able to pull together a care package that met the
immediate needs of Mum, that could be adapted and flexed as we got to know each other better and as Mum's needs changed over time.
Mum (and Dad) have been quite reluctant to accept the need for care in their home and that's where Home Instead's experience has been really valuable. The team take time to introduce themselves, get to know Mum and Dad and work at building a really good rapport with them both. Communication between Home Instead, Mum and Dad and the wider family has always been excellent and consistent, enabling two-way exchange of information that builds trust and most importantly provides best support for Mum.
We couldn't be more happy with the support we receive.

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Review from K N (Daughter of Client) published on 21 May 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I am very happy with the high standard of care my mother receives from all the care professionals who support her. They are caring and responsive to all her changing needs. When she has needed extra hours of support on leaving hospital, Home Instead have been able to arrange this at short notice. The
staff in the office are very friendly and have been able to progress issues with other agencies. I have recommended Home Instead to friends as they really deliver outstanding service and support.

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Review from Anita P (Daughter of Client) published on 21 May 2025
Submitted via Website • Report

Overall Experience  Overall Experience 4.0 out of 5

Excellent, compassionate care for my Dad who has dementia. He is always treated with patience, kindness & respect. Professional, friendly carers who support Dad to remain in his own home. The staff are punctual, personable and hard working.

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Review from Pauline H (Niece of Client) published on 20 May 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

I cannot thank Home Instead enough for the help they gave us when trying to arrange a care package for our Uncle so that we could get him home from hospital quickly. Now that he is home, he is so happy with the carers that look after him. We live a couple of hours away from him, and it's gives us
total peace of mind that he is being taken good care of. Nothing is too much trouble, and the office team are always on the end
of the phone if we need anything. Everyone is so helpful.

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Review from Anne B (Daughter of Client) published on 19 May 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My Mother had carers employed by Home Instead Eastbourne for 5 weeks last year after spending time in hospital. She recently decided that she wanted carers again and we contacted Home Instead again. The owner visited Mum and arranged for a carer to come for one hour a day Monday to Friday to get Mum's
breakfast,help her wash and chat to her. The carers are professional and friendly.and Mum enjoys having someone to chat to. She has decided to reduce to 4 days a week because either my brother or I are able to cover Mondays now. We have been impressed by the carers and the company itself. We have also seen how much happier Mum is since this was arranged. We would definitely recommend Home Instead Eastbourne to anyone requiring carers.
I do have to say that a relation works for the company but is not involved in Mum's care.

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Review from Lucinda N (Daughter of Client) published on 19 May 2025
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home instead is so wonderful. They look after my mother do well that it takes the pressure off me on a daily basis.


I have seen a vast improvement in my mum having the carers. My mum is finding it hard but she alway very happy to see the carers.
When I have rung the Hole instead office they are

so helpful and I have amazing support from them as I find it hard with my mum.

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Review from C P (Daughter of Client) published on 18 December 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The healthcare professionals and the whole team at Home Instead were professional, and caring and went above and beyond what I expected from a care-at-home team. Without all of them, it wouldn’t have been possible to keep Mum at home during her period of poor health.

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Review from D C (Son of Client) assisted by family/friend published on 25 June 2023
Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I feel that all staff and management are very friendly, helpful and have good sense of humour. Makes me feel very at ease. Everyone is happy and relaxed. I am more than happy with the service. I would recommend them anytime.

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Review from Lyndsey C (Daughter of Client) published on 22 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The team at Home Instead has provided first class care to our parents who are in their late 80s, early 90s, and in particular to my father who suffers with Alzheimer's. From our introductory meeting, we were confident that they would be in safe and professional hands. The carers were all kind, compassionate
and empathetic. The level of communication was high at all times and the team in the office was always efficient and more than happy to help. Our sincere thanks!

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Review from J W (Daughter of Client) published on 18 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The lovely ladies that cared for my dear mum were simply angels. So kind and caring nothing was too much trouble and they made her laugh. Which was lovely one member even made a handmade bed cover for her 98th birthday.
I just wish they ran their own “care home.” They are brilliant.

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Review from Christine P (Sister of Client) published on 18 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The manager and her team looked after my late father, who sadly died over two years ago. He was the main cater for my sister and needed care for himself in the last few years before he died at the aged 96. The Polegate team looked after him and my sister now aged 67. She has a learning disability and
mental health and various medical problems. They bring her to her many medical appointments and do the weekly shopping and give her much-needed support. We are so grateful for all their help. A big thank you.

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Review from Margaret Helen K (Daughter of Client) published on 11 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Mum was 100 years old in December. All the staff kept her spirits going while she awaited that special card. Family members, neighbours and agency staff past and present helped make her day something to be remembered for a long time.
When all the family had left her carers were there for her, looking
after her with love and consideration. She looks forward to them coming and loves to chat and look over old photographs. As a family, we know she is in safe hands and as we ourselves are ageing it is peace of mind for us.
As she is getting frailer we know everyone is taking extra care but she is where she wants to be, in her own home.
The agency keep us informed as and when necessary but they handled all the daily aspects of her life efficiently.

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Review from D C (Daughter of Client) published on 7 May 2023
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Am very happy with the care provided for my mum. The carers are all very professional and caring, which is the most important thing for me to know that my mum is happy and safe. They treat her with respect and kindness and manage to make her laugh, which is always welcome.

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Review from Christine W (Daughter of Client) published on 31 October 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

The service this company provide is outstanding, the carers are professional, Friendly, caring and always go the extra mile.
It is so important to know that my mother has the best care possible, by people that she trusts and calls her friends.
The management team keep me up to date about Mum's care,
and are always there for advice.
I really like the link that staff write on that I have access to which says how Mum was on the visit, what they did for example went shopping, helped mum cook dinner, did a jigsaw. This enables me to have quality chats with Mum.
I really think Mum and I would be lost without them.

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Review from Gillian I (Daughter of Client) published on 28 April 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead has been a lifeline for my father. The caregivers are excellent and are flexible when necessary - they recently prolonged their visit at the weekend, without notice, in an emergency.
Communication is excellent and any problems are dealt with promptly and efficiently.
They have enabled
my father to remain in his own home and give me peace of mind in knowing that he is well looked after. Thank you Home Instead.

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Review from Georgie M (Daughter of Client) published on 23 March 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

My mum has received care from Home Instead for nearly 3 years now. Her care workers have built a good relationship with her and support her in the way that suits her best and this has helped her maintain her health and she enjoys her visits socially. The office staff keep in touch with me when they
need to and are always happy to help. Thank you!

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Review from Dennis T (Husband of Client) published on 11 March 2022
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead offer a first class and professional care service, we have absolutely no complaints or issues.
From the first time the 3 caregivers started working with my wife, each person was accompanied by a manager from Home Instead and signed off with their competency being agreed with their manager.
As I have said, very professional.

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Review from Matt R (Son of Client) published on 12 November 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

We arranged for Home Instead to provide support to my parents over the last couple of years. They were excellent and I do recommend them to anyone in a similar situation we were in - my parents wanting to remain at home and maintain their independence but struggling with the daily chores and routines.
Home Instead were slightly more expensive than other agencies, but we were really pleased we made the decision to go with them.
The carers were really supportive and flexible, particularly in times of crisis when one of my parents had to be rushed to hospital. On a couple of occasions, they stayed overnight, at very short notice, to support my father when my mother was admitted to hospital or when they both fell ill. They were happy to take my mother on short shopping trips and other visits.
The paperwork was good, with a full record of each visit kept on file at home. The team back in the office, including the owners, were very helpful and supportive and got to know my parents.

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Review from Lynn L (Friend of Client) published on 18 July 2021
Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Home Instead stepped in quickly to provide care for our friend, aged 91. From the initial full care assessment at home to our friend deciding to enter residential care their service was outstanding. The initial assessment was thorough and kind. The assessor was exceedingly competent and intuitive as
to what was needed to allow our friend to remain at home as long as possible. Our friend was guaranteed to have the same three caregivers throughout the week and she knew in advance who to expect every day. Because the initial assessment was so thorough our friend wasn’t asked every day about where things were or how she liked particular things done for her because the care plans were communicated so well between the team. The carers were truly amazing and soon tuned into our friend’s ways. They were kind and compassionate and cared for our friend in ways beyond that which were expected.
Truly lovely carers and a great company care ethos.

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Current Review Score: 9.7 (9.715)

Overview of Review Score

The Review Score of 9.7 (9.715) out of 10 for Home Instead (Eastbourne & Hailsham) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 4.9 out of 5 from 8 Reviews in the last 24 months.

  • b) 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:

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

    The Average Rating of 4.915 for Home Instead (Eastbourne & Hailsham) is calculated as follows: ( (43 Excellents x 5) + (4 Goods x 4) ) ÷ 47 Ratings = 4.915

  • 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 (Eastbourne & Hailsham) 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

  • 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: 5 Dec 2017

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.

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Awards / Recognitions (13)

Meet the Team (2)

Soraya

Soraya Cottrell

Job Title: Owner/ Director of Care

Hi, I’m Soraya and I am the joint owner, alongside my lovely husband Ian, and Director of Care at Home Instead Eastbourne. I am also a mother of two little boys, called Blake and Morgan, who are both extremely good at keeping me very busy when I am not at work!


I am originally from Hailsham and know the surrounding areas very well. I used to work in mental health as a Care Assistant and I also worked in my parents’ residential care home for the elderly. I then relocated to London to do my nursing training and subsequently worked within the liver transplant team as a Liver Transplant Co-ordinator for many years. I loved my job and really enjoyed being part of something special. However, circumstances change and I realised that life goes by too quickly, so I decided to leave my job and we relocated back to East Sussex.


I’m so happy we have done this as moving back home has enabled us to embark on this wonderful journey working together and changing older peoples’ lives for the better. This venture is such an amazing thing to be a part of and I’m delighted that we are able to give something back to the community where I grew up.

Ian

Ian Cottrell

Job Title: Owner/ Managing Director

Before forming Home Instead Eastbourne and Hailsham Ian worked for 6 years in the NHS as contracts manager before moving to the private sector for 5 years managing property and facilities management services for blue-chip retailers. He has had extensive experience throughout his career in managing and motivating large teams to deliver exceptional customer services.


It is Ian’s mission to utilise the experience he has gained to ensure that Home Instead Eastbourne and Hailsham is the market leader in the local community for understanding the needs of its clients and consistently delivering high-quality care.


I understand the importance of our service to the lives of older people and their families and that with this comes a tremendous level of responsibility. However, at the core of everything we do is a genuine desire to ensure that our clients remain independent in their own homes and that their families and friends can have peace of mind. I am conscious that we can only achieve our goals by working as a team, and ensuring that we encourage, value and reward our caregivers for the excellent work that they do.

Frequently Asked Questions about Home Instead (Eastbourne & Hailsham)

What Type of Services does Home Instead (Eastbourne & Hailsham) offer?

Home Instead (Eastbourne & Hailsham) offers Home Care.

How many Carers does Home Instead (Eastbourne & Hailsham) employ?

Home Instead (Eastbourne & Hailsham) employs 80 carers.

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