Helping Hands Home Care (Durham)

Units 1 & 2 Sunderland Road, Durham DH1 2LH
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8.3 15 Reviews
  • Helping Hands Home Care (Durham), Durham
Helping Hands Home Care (Durham) provides bespoke care to meet your individual care needs, whether you need regular visits throughout the week to help you keep on top of your household chores, or more intensive live-in support for a complex condition.

The Durham branch supports families living in Chester-le-Street, Seaham, Peterlee, Spennymoor and the surrounding areas. The team is here to help people across the region to get the support they need from the comfortable and familiar surroundings of their home environment.

It may be that you are returning home following a spell in hospital and would like a little support on your road to recovery, or perhaps your loved one is living with dementia and you’d like more regular support in place for them as their condition progresses.

Whatever it is you need, the team at Helping Hands have over 30 years’ experience providing dedicated home care to over 40,000 families across the UK. Offering a fully managed service that is regulated by the Care Quality Commission (CQC), you can rest assured that your care is safe, efficient and reliable.
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Care Provided by Helping Hands Home Care (Durham)

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)

  • 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
  • Transportation Service

Nursing / Nurse Led Care

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

Other Care Provided

  • Dementia
  • Parkinson's Disease
  • Stroke
  • Cancer Care
  • Palliative / End of Life Care
  • Learning Disability / Autism
  • Physical Disability
  • Visual / Hearing Impairment
  • Hospital Discharge

Funding & Fees

  • Hourly Visiting Care Fees: from £32.40
  • Weekly Live-in Care Fees: from £1595

We charge half hour, 3/4 hour and hourly rates, plus a flat travel charge of £4.50 per visit. We also provide waking and sleeping night services. Full costings can be provided.

These prices are only a guideline, please contact Helping Hands Home Care (Durham) to find out the exact price for your requirements.

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

Person in charge

  • Caitlin Evans (Branch Care Manager)

Helping Hands Home Care (Durham) Reviews (15)

8.3

Helping Hands Home Care (Durham) has a Review Score of 8.3 (8.333) out of 10, based on 2 reviews in the last 2 years.
Over all time Helping Hands Home Care (Durham) has 15 reviews.

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Reviewer Connection to Helping Hands Home Care (Durham)
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Total of 15, showing 1-15
Review from Caroline W (Daughter of Client) published on 24 September 2025 Submitted via Website • Report
Overall Experience 5.0 out of 5
My parents' elderly rescue dog had been deteriorating for a few weeks. Unfortunately he took ill just as the lunchtime carers arrived: one for the first time. Without hesitation they comforted both the dog and my parents - even taking him to them (in his bed) so they could comfort him. They both have
mobility problems. I was phoned immediately and asked to come, I live a few miles away. When I arrived one of the carers phoned the vet for me (it was Saturday afternoon) and made arrangements for me to take him to the surgery. Both carers offered unwavering support and comfort to us all. This traumatic event brought to the forefront the very special qualities these ladies have and made a very difficult time so much easier for us all. Thank you.
Reply from Katie Rathbone, Customer Experience Specialist at Helping Hands Home Care (Durham)

Thank you for taking the time to leave us a review, we really do appreciate it.We are pleased to know our carers were able to help make a difficult time easier for you all and provide comfort when your parents' dog took ill.We will be sure to pass on your thanks and kind comments to the team at Durham.Kindest regards and best wishesKatie

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Review from Helen B (Daughter of Client) published on 22 August 2025 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We have had Helping Hands Durham (HHD) to assist with our parents since January this year, and cannot praise them enough for their help so far, and their ongoing help in finding the 'right' line-in carer. All of our daily carers deliver an excellent and caring service, adapting to our parents' needs
as required. Any issues that have been raised have been dealt with immediately and to our satisfaction. Thank you to all, including office staff.
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Review from A C (Mother of Client) published on 23 December 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
My son has a "buddy" service. Which helps him access the community with a view to be as independent as he possibly could be following a brain injury and a stroke.
I can only speak from experience and my son's community support worker "buddy" is excellent.
Helping hands has discussed my son's future
hopes for independence (with my son and myself) and set in place practical goals for my son to achieve at a safe level to aid him to develop his confidence and his independence. Following a time scale that suits his unique abilities.
His buddies allow him to develop these skills without relying on family members thus allowing my son to feel an active member of the community and have some self-worth.
Reply from Caitlin Evans, Branch Care Manager at Helping Hands Home Care (Durham)

This has really put a smile on our faces here at the Durham office. We couldn't be happier that your son is able to live a more independent life, and I know how much his 'buddies' enjoy spending time with him and making sure that he is cared for. Thank you so much for this lovely review.


With very best wishes.

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Review from P H (Nephew of Client) published on 23 December 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Helping Hands have been looking after my uncle at home for a few years now. It has always been a pleasure to liaise and communicate with them. They are responsive and friendly and provide a splendid, caring and considerate service to him, on many occasions their carers going ‘above and beyond’ often
without being asked. I would wholeheartedly recommend them.
Reply from Caitlin Evans, Branch Care Manager at Helping Hands Home Care (Durham)

Thank you for your 'wholehearted recommendation'! I will notify your uncle's carers, who I know will be delighted by this.


Best wishes.

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Review from Susan S (Daughter of Client) published on 16 August 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Helping Hands stepped in after the 1st lockdown. Our elderly Dad had been living alone with no one close by. We realised he wasn't coping and was quite depressed, this is when we found Helping hands and how lucky were we! Initially, it was 30mins twice a week eventually being 4 times a day. The carers
would do everything for him, washing, cooking, shopping, and cleaning. Also, assist him with his personal care. They would contact us with any concerns and we were able to speak to someone to change visiting arrangements (quite often) and we always accommodated. He was once found collapsed by one of the carers and ended up spending a week in hospital, I dread to think what could have happened to him. The doctors have been called many times prescriptions ordered and changed with no input from us, we really felt like they cared. Sadly Dad has now moved into full time care, not an easy decision but after 1 too many fall his safety and wellbeing is now our priority. Thank you.
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Review from P T (Daughter of Client) published on 12 August 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Our few main carers have done a superb job looking after my parents. They provide a high level of care, showing great kindness, patience and companionship, alongside their experience and training.
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Review from H B (Daughter of Client) published on 10 August 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Mam's carers are without exception extremely caring and compassionate people. They work as a team to ensure she is safe and happy, going above and beyond. Mam is extremely vulnerable, both physically and mentally. Caring for her can be challenging, yet nothing phases her care team, and they have so
much patience. The management team are approachable and will work with us to find solutions to problems Mam faces. Helping Hands (Durham) is simply fantastic.
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Review from Isabel Z (Daughter of Client) published on 7 August 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
Helping Hands Home Care (Durham) currently provide care visits for my mum. They are an excellent provider of care, one that delivers care in the real meaning of the word and one that pro-actively looks to improve their service wherever possible. I would not hesitate to recommend Helping Hands to anyone
looking for a reliable and professional care company.
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Review from Peter C (Power of Attorney of Client) published on 29 April 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
The nicest most dependable trustworthy caring carers ever. As an attorney, I was having issues with carers who zoomed in and out and did not have time to make friends with or talk my client into eating a hot meal. These wonderful ladies and the admin and management behind them are highly recommended
by me. They are trustworthy and have, above all, a sense of humour. They also have an understanding of Dementia and patients with Short term memory recall. I cannot recommend them highly enough. Go no further than Helping Hands.
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Review from Esther D (Niece of Client) published on 16 October 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
Helping Hands have been supporting my Aunt for the last four months. She is not easy, having dementia, a belief she is fine, a strong personality which does not accept help or advice. I have been impressed by the lovely staff who make her feel at ease and reduce my worry as l do not live nearby. Thank
you.
Reply from Michelle Webster at Helping Hands Home Care (Durham)

Thank you for your review Esther! It is a pleasure to look after your aunt and I know her team of carers will be delighted to know they are doing a fantastic job!

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Review from Alan (Husband of Client) published on 10 September 2019 Submitted via Website • Report
Overall Experience 5.0 out of 5
Five years ago my wife was diagnosed with Lewy Body dementia, requiring careful and precise care. To make matters worse, a year ago she fell and broke her hip. On returning home from hospital we needed a skilled provider of appropriate care. Three months with the outfit we chose was a complete disaster.
They never wore smart clothing. We never knew the precise times of their arrivals and often I was opening the door to complete strangers to 'care' for my wife. All totally unacceptable.
We moved to Helping Hands where service delivery has been totally the opposite. Our misgivings about care at home disappeared overnight. They have been a joy to work with. My wife is totally comfortable and feels safe in the care of professional carers. As a family, we look forward to the ladies in their crisp, clean, white-trimmed-lilac outfits, arriving precisely on time, providing her twice-daily service and as required, longer periods of respite. The staff make their visit fun - just what we needed!
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Review from Karen B (Daughter of Client) published on 3 September 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
Staff have been very welcoming. It is nice that there is continuity and the staff come at set times. I would not hesitate to recommend Helping Hands.
Reply from Michelle Webster, Care Coordinator, Durham at Helping Hands Home Care (Durham)

Hello Karen, and thank you for your review about the support we are providing to your mother. It is a joy to help support your mother and to be able to give you reassurance and peace of mind. We pride ourselves on being responsive to our customers’ needs and we feel it is important to provide continuity of carers to each of our customers. Our carers are handpicked by the office team to ensure they help us to reflect our company’s values at all times.


Thank you again for sharing your feedback,


Best wishes,
Michelle.

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Review from H G (Daughter of Client) published on 3 September 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
Helping Hands Home Care, Durham has been taking care of our Dad, who is in his nineties, for the past six months or so, starting with a daily visit and now calling in four times a day. They have been marvellous and with their help, he’s been able to remain in his own home, which is where he’s happiest
and most comfortable. From helping him with his daily routines to ensuring he’s eating well and taking his medication, the Helping Hands carers have built a rapport with our Dad, who really enjoys and values their visits. Communication with the branch manager is also excellent – any issues raised by the staff are immediately passed on to us (his daughters) so that we are able to discuss solutions and make any changes to the level of support our Dad needs. As we both live at the opposite end of the country from our Dad, we don’t know what we’d have done without Helping Hands and could not have asked for a better service from the whole team.
Reply from Michelle Webster, Care Coordinator, Durham at Helping Hands Home Care (Durham)

Thank you for reviewing our home care services! We are pleased that you are satisfied with our communication as we believe this is very important, especially when families don’t live close by as it provides that extra reassurance. We pride ourselves on being responsive to our customers’ needs and the requests of their families and ensuring that we continue to represent our company’s values at all times. It is a pleasure to help support your father and provide a high standard of service.


With warmest wishes,
Michelle

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Review from John W (Guardian of Client) published on 28 February 2018 Submitted via Website • Report
Overall Experience 5.0 out of 5
Helping Hands Home Care (Durham) have been very professional and supportive of me in arranging a complex package of care, I have been very impressed with the support and professionalism of the staff from carers to co-ordination team. I would highly recommend their service and will be happy to use their
support in the future.
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Review from Nikki M (Client) published on 6 October 2017 Submitted via Website • Report
Overall Experience 5.0 out of 5
I think this branch and their staff are fab. I joined them at the end of August this year and have nothing but praise for them. I got made to feel at ease straight away which was a total weight off my shoulders. Not only do they work with you to get your care exactly how you want and need it the communication
between the staff and myself is excellent.
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Current Review Score: 8.3 (8.333)

Overview of Review Score

The Review Score of 8.3 (8.333) out of 10 for Helping Hands Home Care (Durham) 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 2 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 3.5 out of 5 from 2 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 4.833 for Helping Hands Home Care (Durham) is calculated as follows: ( (10 Excellents x 5) + (2 Goods x 4) ) ÷ 12 Ratings = 4.833
  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 Helping Hands Home Care (Durham) is based on 2 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 = 3.5
  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: 16 Sep 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 (1)

Meet the Team (1)

Caitlin

Caitlin Evans

Job Title: Branch Care Manager

About me


Hello, I'm Caitlin, Branch Care Manager of Helping Hands Durham Branch. As the Branch Care Manager, it is my responsibility to oversee the day to day running of our service in Durham, ensuring we are delivering safe, bespoke, and high-quality standards of care to our customers and their needs are being met at all times. It is also important that we ensure our carers feel supported and valued within their roles as without them we would not be the service we are today.


It is important to me and my team to ensure we maintain the values of the company and always promote our customers' independence to enable them to remain living within their own homes and for us to always strive to improve and develop the service we provide.


In my spare time, I love to spend quality time with my partner and my fur baby Obee - 1 going on walking adventures. I also like to travel the world and learn about new cultures and their ways of living. Some of my favourite places that I have travelled to are America, Australia, Thailand, St Lucia, Fiji, Dubai, Dominican Republic, and numerous Cities across Europe.


Experience and expertise


I was born Newcastle upon Tyne, however, have lived in County Durham for the last 11 years therefore I have a strong knowledge of the areas we cover. This allows me and my team to offer customers local carers and advise them of external community services.


I started my journey within the care industry at the age of 18 as a Recruiter for a complex care company in Newcastle and then moved into a Care Coordinator role within the same company which then my passion to help others grew. I wanted to expand my knowledge within the industry so decided to take on a role as an HR Advisor for a local County Durham care company. From there I realised my passion lay within helping and caring for venerable adults and the elderly which then led me to start my journey with Helping Hands as a Senior Care Coordinator. This role allowed me to understand and learn all aspects of the brand as a whole and the Durham Branch. After 1 year and 8 months, I was successful in securing the Branch Care Manager role for Durham Branch which I hold great pride in. It has been hugely important to me to ensure I remain in contact with our customers on a regular basis, doing everything out of kindness ensuring we are always, as a team changing their lives for the better.


I have a Level 3 and 4 in Team Leadership and Management, Level 3 in Business and Level 2 in Mental Health First Aid in the Workplace.


Why I chose Helping Hands


The reason I chose Helping Hands is that their customers are at the heart of everything they do, and their values match my own. It is a company where I believed from the start, I would be able to make a difference and give back, which is hugely important to me and something I love to do.


I really appreciate and value my role as a Branch Care Manager at Helping Hands and I want Durham Branch to grow, develop and be successful whilst continuing to offer support to those in our local community, going above and beyond and delivering a five-star person-centred service with consistency and continuity.

Frequently Asked Questions about Helping Hands Home Care (Durham)

What Type of Services does Helping Hands Home Care (Durham) offer?

Helping Hands Home Care (Durham) offers Home Care.

How many Carers does Helping Hands Home Care (Durham) employ?

Helping Hands Home Care (Durham) employs 30 carers.

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