Home Instead’s Customer Focus Wins Top Award

Choose your country

Or view all businesses for sale

arrow_back Back to Franchise Profile

08 July 2015

Home Instead’s Customer Focus Wins Top Award

Home Instead Senior Care, the home care franchise business set up in the UK in 2006 by husband and wife team, Trevor and Sam Brocklebank, was delighted to pick up the top award for Customer Focus at the bfa HSBC Franchisor of the Year Awards, held on 25 June at the ICC, Birmingham.

Home Instead is very much a people centred business and their focus is all about caring for others, delivering only the best customer service. The Customer Focus award acknowledges franchisors that have demonstrated a clear focus on customer service, and can illustrate that its approach to customer care and relationships underpins sustained growth and development.

For the team at Home instead, what is ultimately important is getting the service right and that includes making a difference to the lives of its elderly clients. Trevor Brocklebank explains, “As the franchisor, all our efforts are focused on building and strengthening our relationship with our franchisees, so that they can also build strong relationships with their customers. We have developed a number of market leading initiatives where we measure customer satisfaction including PEAQ surveys (Pursuing excellence through the advancement of quality) for caregivers and for our clients, a franchisee satisfaction survey and a mystery shop programme. All of which provides valuable feedback to enable us to continually improve and develop our service.”

Commenting on winning the award, Trevor said, “We are delighted to be the recipients of this award from the British Franchise Association. I am really proud of the team at Home Instead, everyone is working towards our mission which is to become the UK’s most admired care company by changing the face of ageing and this is a wonderful endorsement of just how much we really care.”

Home Instead Senior Care which specialises in providing non-medical care for older people helping them to continue living in their own homes has set the gold standard in the home care sector, where its quality service has seen it pick up numerous care and business industry awards. But it has also excelled in the franchise sector where its name is synonymous with a unique and highly effective business model and the delivery of exceptional franchisee support which was acknowledged when the company won the much coveted bfa Franchisor of the Year award in 2013.

Other News

Home Instead Celebrates a Hatrick of Success, with Three Finalists in the Prestigious BFA HSBC UK British Franchise Awards: Home Instead is celebrating a remarkable achievement after three of its franchise owners were named finalists in the 2026 BFA HSBC UK British Franchise Awards, recognising the exceptional...; Read More arrow_forward

New book by Home Instead owner shines a light on the hidden realities faced by family carers: A home care leader has launched a new book raising awareness of the emotional and practical realities faced by family carers. Each chapter offers a practical guide by showcasing a different aspect...; Read More arrow_forward

Home Instead celebrates three finalists for top national awards: Home Instead, the No.1 home care company in the UK is proud to announce that three franchise owners have been announced as finalists in the highly prestigious 2025 BFA HSBC UK British Franchise...; Read More arrow_forward

Home Instead celebrates 11 years of being the most recommended home care company: Leading franchise, Home Instead UK is delighted to be the most recommended home care company on homecare.co.uk, the UK’s top reviews website for the sector, for the 11th consecutive year and since...; Read More arrow_forward

04 April 2025
Ruth Brown, Home Instead COO to appear on Franchise Brand Stories: One of the most popular live stream platforms, Franchise Brand Stories has invited Ruth Brown to join Harvey Tuck in conversation - the man with the hat will be learning more about the hugely...; Read More arrow_forward

Franchise

browseLogoBig

Contact Franchise