Silver Grace Homecare

41 The Broadway, Cheam, Sutton SM3 8BL
Review Us
9.8 48 Reviews
  • Silver Grace Homecare, Sutton
Silver Grace Homecare provides personalised home care delivered from the heart. The team of professional staff is committed to promoting clients’ wellbeing, independence, choice and convenience, by offering a wide range of support services to maintain a high quality of life in the client’s own home.

Various services are available, including personal care, companionship and housekeeping services, such as meal preparation and light gardening. A rigorous recruitment process is in place for all team members to ensure their values match those of Silver Grace Homecare. This process includes online character and cognitive ability assessments, and an enhanced DBS check.

Care Provided by Silver Grace Homecare

Types of Home Care

  • Visiting Care
  • Live-in Care
  • 24 Hour Care
  • Overnight Care (Waking)
  • Overnight Care (Sleeping)

Minimum Visit Duration (Visiting Care)

  • 30 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

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

  • Hourly Visiting Care Fees: from £33
  • Weekly Live-in Care Fees: from £1400

These prices are only a guideline, please contact Silver Grace Homecare to find out the exact price for your requirements.

Contact Silver Grace Homecare to get a personalised quote.

Funding Types Accepted

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

Contact Silver Grace Homecare to get a personalised quote.

Good to Know

Owner

  • Unity Healthcare UK Ltd
  • Privately Owned

Person in Charge

  • Lisa Mackay (Registered Care Manager)
9.8

Silver Grace Homecare has a Review Score of 9.8 (9.771) out of 10, based on 14 reviews in the last 2 years.
Over all time Silver Grace Homecare has 48 reviews.

Overall Experience
  • 39
  • 8
  • 0
  • 0
  • 1
Date Published
  • 48
  • 2
  • 9
  • 14
  • 34
Reviewer Connection to Silver Grace Homecare
  • 20
  • 17
  • 7
  • 2
  • 1
  • 1
Total of 48, showing 21-40
Review from Gary N (Son of Client) published on 6 March 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Heritage Healthcare are the first care company I have used to assist with my elderly Mum and her needs. From the first consultation with the management to the current day-to-day care given to my mum, they have been 100% professional and personable. My mum actually looks forward to seeing her carer arrive
and looks forward to the company, the chats and the help they provide. Also, the online reports that I can access after each visit are invaluable and it shows me, that each of the needs requested, are being attended to. Peace of mind for me. I thoroughly recommend Heritage Healthcare and its services.
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Review from Peter D (Son of Client) published on 1 March 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Heritage Healthcare (Epsom) have been fantastic. Very understanding, empathetic and good at handling dementia traits. They will work with the family to fit in to provide maximum impact at the right times, understanding it is not just the patient, but often the caring partner or member of the family
who needs as much help. When we were struggling to get a care provider to engage in our family's case and had become very frustrated with false starts elsewhere, Heritage stepped up. Frankly, we haven't looked back and are delighted to be working with such pleasant and empathetic people. Heritage - you are doing a great job. Keep it up.
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Review from Sylvia B (Client) assisted by family/friend published on 3 February 2023 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Happy with care.
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Review from David P (Client) published on 23 January 2023 Submitted via Website • Report
Overall Experience 5.0 out of 5
Heritage are very flexible and reliable and nothing is too much trouble for their staff. I feel that my Aunt is in great hands which is a great relief for me. I would recommend Heritage to anyone requiring support to keep them or a relative in their own home.
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Review from David B (Son of Client) published on 7 October 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Heritage Healthcare have proven to provide consistent excellent care for my mother at her home.
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Review from Carole R (Daughter of Client) published on 1 September 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have nothing but praise for Heritage, my father fought against having a carer, and now he wouldn't do without them. Nothing is too much trouble for them. All very friendly, kind and helpful.
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Review from J H (Daughter of Client) published on 9 May 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
From inital enquiry, I felt confident that Heritage Healthcare (Epsom) could deliver the care my mother needed. They were approachable and attentive and were able to answer all of my queries readily.
We have been using them for 9 months now and have never had any need to contact them for a problem.
All of the care staff have been excellent.
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Review from C E (Daughter of Client) published on 4 May 2022 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
All the carers are very polite, and make sure my mum is safe, especially in the shower. Still make sure she has her independence. Always ask her how she is and all have a smile on their faces. All have a chat with Mum.
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Review from Peter B (Son of Client) published on 5 April 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have found all the carers to be excellent as well as the staff in the office. They have all gone beyond what I could have expected to provide. They have provided all the help and assistance I could have wanted for myself as well as my mum.
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Review from S L (Daughter of Client) published on 7 March 2022 Submitted via Website • Report
Overall Experience 1.0 out of 5
Terribly disappointing - wasted our time and created more stress.
Caring for someone is an incredibly hard, underappreciated job. The brief interactions we had with the actual carers at Heritage were good.
Our issue came with the very poor organisation and communication from the health and safety
assessor and management at Epsom. It resulted in us having care pulled last minute not once, twice but three times! In the end, we were relieved when they withdrew their service, which is a bit of a joke given how little they actually did. We tried really hard to quickly get in place equipment to support the carers, despite two risk assessments that initially said our setup was fine for one carer a shift. But rather than work constructively with us on this, Heritage led us down the garden path, tried to insist that two carers per shift were mandatory which panicked us, and wasted our time on a further visit only to later than day withdraw service. Utterly unprofessional.
Reply from Song Lu, Director at Silver Grace Homecare
I am sorry that you feel so strongly disappointed with the outcome.

Upon more than one risk assessment and different approaches, we were still unsatisfied with the health and safety aspects…
read more
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Review from K B (Client) published on 18 December 2021 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I have an excellent regular carer with whom I have a lovely relationship. I have had several for the days my primary one is on leave. All except two of these have been good or excellent. I have asked not to have one again. The second I find difficult - doesn't listen or read instructions. I have not
set up a direct debit payment as they insist I do it online. I do not allow any bank or financial transactions online as I am dyscalculia
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Review from Linda N (Client) published on 2 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
The agency has provided kind and respectful care workers who enhance my day. The office staff are upbeat kind and considerate and will do their very best to help in every way. Thank you so much Heritage it has been a pleasure dealing with you.
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Review from M P (Client) published on 1 June 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Simply they do care.
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Review from June P (Client) published on 28 May 2021 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
I am very happy with all the cleaners. They are all very helpful and willing.
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Review from M B (Client) published on 20 May 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Found the carers excellent. Always cheerful.
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Review from D F (Daughter of Client) published on 9 December 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I love you all.
I get regular feedback in person if something unusual happens or said. Love the app so I can see all the reports. Mum has loads of banter with carers and is very well looked after, which is a huge support to me.
Thanks, guys!
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Review from Graham W (Client) published on 15 November 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
My mother has been supported by Heritage Healthcare Epsom for nearly a year now. It started with two to three short visits a day, then grew to three longer sessions, as my mother became less mobile. Eventually, we had to decide whether to move her to a care home or enlist the help of a full-time carer.
Heritage facilitated introductions to both kinds of solution and we ended up with the live-in carer solution, backed up by Heritage for occasions where two carers were necessary. We have been delighted with the service provided by Heritage. Their care manager has been at pains to meet changing and demanding requirements, sometimes at short notice. We have been impressed with the number of carers who have been very local to my mother's area, with the fact that at the most critical times Heritage has managed to provide a high degree of staff continuity and thereby minimised anxiety for my mother. The staff have been extremely caring and supportive in their dealings with my mother.
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Review from R M (Daughter of Client) published on 13 November 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Heritage Healthcare have been providing an excellent service of personal care, some teatime visits and domestic services for my mother. Over the past months we have been highly satisfied with the friendly, kind attitude of the carers and good communication with the management. Mum has the same regular
carers where possible and they are like old friends!
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Review from T E (Client) published on 13 November 2019 Submitted via Postal Card • Report
Overall Experience 4.0 out of 5
Staff helpful, understanding and sympathetic. Unexpected changes to carers without notification by the office is not helpful, do not always know who to expect.
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Review from P B (Client) assisted by family/friend published on 11 November 2019 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Excellent worker, thorough and very pleasant.
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Current Review Score: 9.8 (9.771)

Overview of Review Score

The Review Score of 9.8 (9.771) out of 10 for Silver Grace Homecare is based on a) the Average Rating and b) the number of positive Reviews.

  1. The Average Rating is 4.8 out of 5 from 14 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 14 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 4.771 for Silver Grace Homecare is calculated as follows: ( (66 Excellents x 5) + (15 Goods x 4) + (2 Satisfactorys x 3) ) ÷ 83 Ratings = 4.771
  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 Silver Grace Homecare is based on 14 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: 4 Jan 2023

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 (0)

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Meet the Team (4)

Lisa

Lisa Mackay

Job Title: Registered Care Manager Joined: 2019

I am the Registered Care Manager at Silver Grace Homecare, bringing over 15 years of experience in the care sector. My journey has been rooted in hands-on support, and over the years, I’ve developed the practical skills and deep understanding needed to lead with confidence and compassion.


Throughout my career, I’ve seen firsthand how high-quality, person-centred care can transform lives. This insight drives my commitment to ensuring every service user is treated with dignity, respect, and kindness. I am passionate about delivering care to the highest standard and take great pride in supporting both the individuals we serve and the care workers who make it all possible.


At the heart of my role is a belief in the power of teamwork and empathy. I value every care worker and every client, recognising their unique contributions to our community. Together, through consistent, compassionate care, we can create a meaningful, lasting impact on the well-being of those who rely on us.

Beverley

Beverley Ball

Job Title: Auditing and Traninig Manager Joined: 2020

As the Training and Audit Manager at Silver Grace Homecare, I bring over 35 years of experience in the care sector. My career has included a wide range of roles, including care coordination, skills assessments, recruitment, and senior management. This has given me a comprehensive understanding of the industry’s evolving standards and requirements.


With this depth of experience, I confidently train and support our care team. I ensure that every member delivers care that is safe, effective, and of the highest quality. I am committed to upholding best practices, encouraging continuous learning, and maintaining full compliance. Above all, my goal is to ensure that every individual we support receives care delivered with dignity, compassion, and professionalism.

Song

Song Lu

Job Title: Managing Director Joined: 2016

Managing Director Song Lu launched Heritage Healthcare Epsom following a successful career in the Financial Sector. Song will utilise his experience and knowledge of finance, sales and marketing to develop and drive the business forward.

Shirley

Shirley Li

Job Title: Managing Director Joined: 2016

Shirley has varied financial experience having previously worked within the Bank of China and international trade companies. Shirley regularly volunteered for local charity organisations throughout her time at Loughborough University and is committed to building a business that will significantly improve the lives of others.

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