Visiting Angels North Surrey

Trident Court, 1 Oakcroft Road, Chessington KT9 1BD
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10 59 Reviews
  • Visiting Angels North Surrey, Chessington
A multi-award winning premium quality home care company providing personalised care.

Visiting Angels North Surrey believes that home care can be different, so want to help people live well in their own home.

They provide personalised companionship care, traditional home help, medication assistance, personal care, and complex home care including palliative care to help people remain living in their own homes.

Visiting Angels North Surrey is a home care company with a difference and are of the opinion that delivering consistently high-quality care can only be achieved by following the company ethos of being truly carer centric. They have a stringent recruitment procedure, followed by four days of in-house training to ensure they offer premium quality care. Investing in staff means caregivers stay with the company longer, and importantly, provides a continuity of care for you, or your loved one.

Visiting Angels is a global leader in providing quality home care. They started operating 22 years ago, originating in Philadelphia, USA, and have now moved over to the UK. Its Regional Office is in Chessington, and serve all communities from New Malden down to Cobham, and from Thames Ditton across to Sutton.
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Care Provided by Visiting Angels North Surrey

Types of Home Care

  • Visiting 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
  • Alcohol / Drug Misuse
  • Hospital Discharge

Funding & Fees

  • Hourly Visiting Care Fees: £34 – £36

These prices are only a guideline, please contact Visiting Angels North Surrey 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

Group/Owner

Person in Charge

  • Lynn James (Manager)

Visiting Angels North Surrey Reviews (59)

10

Visiting Angels North Surrey has a Review Score of 10 (9.974) out of 10, based on 19 reviews in the last 2 years.
Over all time Visiting Angels North Surrey has 59 reviews.

Overall Experience
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Reviewer Connection to Visiting Angels North Surrey
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Total of 59, showing 41-59
Review from John R (Client) assisted by family/friend published on 7 January 2022 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very professional, caring and flexible. Personal care is sympathetically offered and overseen. Just as supportive of the client's spouse and family.
Reply from Chris James, Owner at Visiting Angels North Surrey
Thanks for the lovely review, we are thrilled that you are so pleased with the service received.
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Review from P F (Client) published on 2 December 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The service we received from Visiting Angels is exemplary. Our personal angel is unfailingly reliable and punctual to the minute. On the only occasion, she was delayed - through to localised flooding causing roads to be closed. Visiting Angels immediately arranged for a backup and so the inconvenience
was negligible. Our personal angel is consecrate, thorough, neat and tidy, and above all sensitive to my medical needs. I could not wish for better.
Reply from Chris James, Owner at Visiting Angels North Surrey
Thanks very much, we are delighted that you are so happy with the service received and it is great to hear that your caregiver is doing such a fantastic job.
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Review from Mary P (Client) published on 1 October 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Very efficient and professional staff from management through to carers. Feels like part of a family atmosphere. Having been with a previous care company, the difference is amazing.
Reply from Lynn James, Owner at Visiting Angels North Surrey
Always our pleasure to support you, we are thrilled you are so happy with the service received, and thanks for such a great review.
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Review from Ada S (Client) published on 11 August 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I am very happy with the care I received. Better than I expected, especially after having a bad experience with other agencies. I will definitely choose you again, if needed.
Reply from Chris James, Owner at Visiting Angels North Surrey
Thanks for a lovely review. We were delighted to help. You know where we are, should you need us!
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Review from Karen M (Client) published on 3 August 2021 Submitted via Website • Report
Overall Experience 1.0 out of 5
I started receiving services in January 2021 with Visiting Angels. Initially daily calls and then when feeling better, two visits per week. We also talked about a third visit for companionship and outings, when I got used to the carer and the spring/summer came. These she said would be best at the weekend,
as this would suit them best. I started to talk to the carer and the Manager in March about this.
She kept postponing talking about it and I started to find it impossible to pin her down to organising. In May, I ended up giving her specific dates and she said yes to all of them. As time got closer, again I couldn't pin her down to which of the dates would be the most suitable and to confirm.
She then stated that it wouldn't be with my regular carer, as "she didn't work at the weekends". Most weeks the carer would say that she had worked over the weekend. When I told the Manager what the carer said, she told me that I was lying.
We have gone round in circles with this important part of my care. I even tried to organise it directly with the carer, which we did but she wasn’t very chatty and I ended up feeling uncomfortable with it. When I tried again to raise it with the manager, she became even more difficult and I ended up getting annoyed with her. Last week I was very unwell with an ear infection and vertigo. I told them that we wouldn’t be going to the allotment. I never said anything about cancelling, they never checked but sent the carer off somewhere else. When I realised that she hadn’t turned up I called them and they told me I had cancelled. I told them that I never cancelled and how ill I was and needed more help. The member of staff was rather rude so notice was given.
Reply from Chris James, Owner at Visiting Angels North Surrey
It is hard to comment as we are bound by rules of confidentiality, but obviously, we don't agree with the comments or the review scores, which we do not feel is reflective of the actual care that was…read more
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Review from Campbell C (Client) published on 19 July 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Well pleased with all of Visiting Angels, especially communication with me.
Reply from Chris James, Owner at Visiting Angels North Surrey
Thanks, everyone loves coming to see you and it is great to see you getting better every day.
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Review from Madeleine H (Wife of Client) published on 29 June 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Before using Visiting Angels - we were absolutely at rock bottom. The service we have had from Visiting Angels has been exemplary. I cannot believe the difference, between the last agency we used and Visiting Angels. The carers are really professional in their work, really helpful and kind. They do
everything they can to help to make things easier for us. The manager goes above and beyond to make sure that all of our needs are met. A big 'thank you'.
Reply from Lynn James, Owner at Visiting Angels North Surrey
Thanks Madeleine, we are delighted that you are so pleased with our service and will look to maintain the high levels of caregiving and support.
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Review from Fiona S (Daughter of Client) published on 10 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
I am delighted to be able to give this agency top marks. My mother is a new client to them and is delighted. They are professional but warm and responsive but not intrusive. The owners and caregivers work in harmony which my mother benefits from. We have had some very bad experiences with agencies over
the years, it's been our experience that you can have great carers who work for awful companies and vice versa. Not so with Visiting Angels North Surrey, they work as a team and 'with' their clients. My mother enjoys the visits and care she receives, like many elderly people she has good days and bad days, they read this well and act accordingly which is great, some days she's far more able than others and if she's having a bad day they don't make her feel bad about it, if it's a good day then they make sure that she does the optimum which in turn she feels good about. If only all agencies cared and worked this way, councils please take note, this is the standard that's needed.
Reply from Chris James, Owner at Visiting Angels North Surrey
Thanks for such a fantastic review Fiona. We are thrilled that you are so pleased, both with the organisation and the caregiving, and will strive to maintain this standard.
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Review from Elisabeth B (Daughter of Client) published on 2 June 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
Mum was quite apprehensive about having a carer but needn’t have worried. We have been so impressed with the running of the agency who are always very helpful. Mum's carer has been great, she is attentive, anticipates needs Mum may have and respects her privacy. We have been very happy with the service.
Reply from Lynn James, Owner at Visiting Angels North Surrey
Thanks for the review Lis. It is great to hear that you are pleased with both your caregiver and the service received.
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Review from Alison G (Daughter of Client) published on 14 May 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
We have been really impressed by the quality of care, attention to detail, and, above all, kindness of the carers who are visiting and looking after my mother's needs in her last weeks on earth. The flexibility of the managers and the fact that they are already registered with the NHS is also a great
boon. Thank you!
Reply from Lynn James, Owner at Visiting Angels North Surrey
Thanks for such a wonderful review Alison. We are delighted that you are happy with the service received.
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Review from Robert L (Husband of Client) published on 27 April 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have had the same carers as given to me when first registered, a good year or more ago.
This makes for consistent care, which is very helpful. Both carers have been very good and helpful, as well as obviously well trained, and I have found the service excellent.
Reply from Lynn James, Owner at Visiting Angels North Surrey
Thanks Robert. We are delighted that you are happy with the service received. Lynn.
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Review from Anne D (Client) published on 9 March 2021 Submitted via Website • Report
Overall Experience 5.0 out of 5
I broke my shoulder in January and when I realised I couldn’t manage to shower and struggled to get dressed on my own, I contacted Visiting Angels at short notice and was able to get a carer immediately. I didn’t need them every day and on one occasion, I needed a carer very early in the morning, on
a day when I didn’t usually have a carer, as I had an early hospital appointment. It was no problem at all and one was given to me for that call. I’d not met either carer before the first visit but both were very professional and understood immediately, what help I needed. I was treated with great care, dignity and respect. Apart from when I needed an early morning call, I always had the same carer. This week, I called the manager to cancel a call as I had a temperature. Immediately, she said just to suspend it until I felt better. The service and professionalism of this company, both by admin and carers, has been absolutely outstanding. I am more than happy to recommend them to anyone who may need help.
Reply from Chris James, Owner at Visiting Angels North Surrey
Thanks for the lovely review Anne, it has been our pleasure and we will always be happy to help whenever you need it. Best wishes, Lynn.
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Review from Catherine W (Client) published on 19 January 2021 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
I have been blown away by the professionalism, friendly nature and all the carers with Visiting Angels. Nothing seemed too much or too little. May word spread. Highly trustworthy. I'm sorry I'm better in this respect. Thank you so very much.
Reply from Lynn James, Owner at Visiting Angels North Surrey
Thank you, Catherine, for such a wonderful review. We are so pleased that you are better and we wish you all the best for the future.
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Review from R B (Daughter of Client) published on 8 December 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
We are very happy with the service Angels North Surrey provided us. They are professional and attentive to my mum's needs, supportive and observant; even with the little things in life too. I have peace of mind when the carer is here, knowing things will get done and that my mum is in capable hands.
I love seeing my mum laugh and enjoy her time with the carer. At the end of each shift, she is smiling, relaxed and comforted.
Reply from Lynn James, Owner at Visiting Angels North Surrey
Thank you so much for the review, which really means a lot to us. It's so heartwarming to hear that our caregivers make Mum laugh; I know she also enjoys every minute she spends with your Mum.
With…read more
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Review from Russell M (Son of Client) published on 16 November 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
We have used several Care Agencies over the past four years, to Care for my mother who is 91 and lives with us. We were fortunate to contact a lady, who has recently set up her Care Agency practice, Visiting Angels - Chessington Branch and we are into our second month of support care. We have found
the Care Values and Service Qualities that she passionately seeks by Leadership to achieve, are reflected in the CareGivers. I am so happy to have found a Care Agency that provides reassuring safe, compassionate, responsible, reliable, loving and compassionate care for Mum's advanced age and dependant needs. Their services have taken a huge load off my wife and my shoulders, in sharing the caring role for Mum. All the staff at Visiting Angels - Chessington, go the extra mile in striving to provide the best achievable outcome for their clients. We would highly recommend without reservation, the High Quality and Excellent Value of their Care Services.
Reply from Lynn James, Owner at Visiting Angels North Surrey
Thank you so much, Russell - we really appreciate the review as we strive to offer our clients the service that you describe above, and I am thrilled to hear that we are achieving that for you as a…read more
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Review from Ann B (Client) published on 2 November 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
Excellent service given with great care and feeling - always on time, always cheerful.
Thank you Angels.
Reply from Lynn James, Owner at Visiting Angels North Surrey
Many thanks, it is a pleasure to come and see you.
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Review from Paul F (Son of Client) published on 2 October 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
Visiting Angels are a real godsend. Fast, efficient and smooth is the best way to describe how they helped us. They immediately went above and beyond the call of duty. They put my mind at rest every step of the way and the level of personal and personalised care they provided was exceptional. I cannot
recommend them enough. If you want to be secure in the knowledge that your loved one is being looked after with professional care and an honest, loving service these are the people to go to.
Reply from Lynn James, Owner at Visiting Angels North Surrey
Thank you so much for the wonderful review. It was our pleasure to help.
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Review from Mark B (Son of Client) published on 14 September 2020 Submitted via Postal Card • Report
Overall Experience 5.0 out of 5
The manager handled this all superbly with my mother and myself. My mum is absolutely delighted with both the carers and she can't wait for them to come round. She wasn't especially excited by the prospect, but with a broken foot she was left with no choice - and she absolutely loves the service. I
would most highly recommend the manager and her team to anyone.
Reply from Lynn James, Owner at Visiting Angels North Surrey
Thank you Mark for such a lovely review, the pleasure really is all ours. The caregivers look forward to seeing your Mum too.
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Review from Roger S (Husband of Client) published on 25 August 2020 Submitted via Website • Report
Overall Experience 5.0 out of 5
I have found Visiting Angels North Surrey extremely helpful and responsive, quickly providing a very appropriate and understanding daily carer for my wife's needs, and supportive in guiding me in a matter unfamiliar to me.
Reply from Chris James, Owner at Visiting Angels North Surrey
Thank you, we are keen to help wherever we can and this review really means a lot to us.
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Current Review Score: 10.0 (9.974)

Overview of Review Score

The Review Score of 10 (9.974) out of 10 for Visiting Angels North 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 19 Reviews in the last 24 months.
  2. The score for the number of positive Reviews is 5.0 out of 5 from 19 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 4.974 for Visiting Angels North Surrey is calculated as follows: ( (111 Excellents x 5) + (3 Goods x 4) ) ÷ 114 Ratings = 4.974
  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 Visiting Angels North Surrey is based on 19 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: 12 Oct 2021

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 (6)

Meet the Team (1)

Lynn

Lynn James

Job Title: Registered Manager Joined: 2020

I have ‘grown up’ working in the care world, starting my career in nursing 30 years ago when I was 19 years old.


I have simply loved working with older people since a chance placement on an Older Peoples Mental Health Ward in 1990, going on to spend the next 30 years developing a special interest and knowledge base of what it is like living with dementia.


As a daughter of an independent 82-year-old, I strongly believe and feel a sense of duty to ensure that our older people are supported to continue to live their life, their way, in the most independent, dignified way possible.


I also want to raise the standard of what ‘normal’ expected care should look like across the sector, not just within my own business. I also want caregivers to gain increased recognition for the value of the work that they do and promote a sense of purpose and achievement in this workforce.

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