Two decades of dedication: Celebrating Home Instead and the Evans’ journey
As 2025 draws to a close and Home Instead celebrates 20 years of relationship-led home care in the UK, the story of franchise owners Bryn and Jill Evans stands as a powerful reminder of the people, principles and community spirit that have shaped the brand’s national success. Now approaching their own 20 year-milestone in 2026, their journey is deeply intertwined with Home Instead’s evolution into the UK’s leading home care franchise.
Back in 2006, when home care was still relatively unknown in the UK, Bryn and Jill took a leap of faith. Neither came from a care background: Jill worked in advertising and marketing, and Bryn in IT consultancy, but they shared the belief that older people deserved something better, a way to remain at home, living independently, supported by care that was truly personal, and became the first franchise to open in the UK.
Their own personal experiences fuelled that vision. After Jill struggled to find the right support for her grandfather, the couple discovered Home Instead’s model of relationship-led, one-to-one care. They knew immediately this was the future.
Nearly 20 years of their own impact
Fast forward to today, Bryn and Jill have built a thriving, multi-territory operation spanning Sheffield North, Sheffield South and Barnsley. Their business has supported over 2,000 local people, grown to 160+ Care Professionals and 27 members of staff. They have also expanded their services to include specialist dementia care, complex and live-in care, and have embedded themselves as trusted pillars of the local community. Their ethos has never changed, delivering care that they would be happy for their own family to receive.
By their 15-year milestone in 2021, the couple reflected on how far they’d come, not just as business owners, but as part of a growing movement.
As Home Instead celebrates their 20-year milestone, the Evans’ story reflects exactly why the brand has become the most recommended home care company in the UK.
An office with a sentimental name
In June 2023, Bryn and Jill reached another defining moment, with the grand opening of Jackson House, the new home of their Sheffield South office.
Named in memory of Bryn’s mother, Enis Jackson, who became the company’s first Care Professional back in 2006, Jackson House symbolises everything the Evans’ have built: family values, continuity service and heartfelt community connection.
The opening was attended by notables including the lord Mayor of Sheffield, Colin Ross, the Deputy Lord Lieutenant of South Yorkshire, Rev Peter Bradley, and Martin Jones MBE, CEO of Home Instead UK & International.
Reflecting on 2025 and looking ahead to the new year
As Bryn and Jill move closer to their own 20-year celebration in 2026, Jackson House stands as a symbol of the enduring power of care rooted in community and family.
Speaking at Home Instead’s 20th anniversary celebrations in 2025, the couple, the very first franchise owners in the UK, reflected on the journey with genuine emotion. “It’s been an amazing journey,” Bryn said, “and it’s wonderful to come back and celebrate what we’ve achieved as a network.”
Jill added: “It’s been 20 years of fun, hard work, craziness, and celebrating something we’ve built together that’s been special. Thanks to all the clients, Care Professionals and key players, because that’s what it’s all about. We’re super proud.”
Their words capture the heart of their story: a business built not just on growth and achievement, but on relationships, resilience and a deep sense of gratitude for the people who have made it all possible.
With Home Instead, they’ve found the flexibility and freedom of owning their own business while making a genuine difference. “It has been an exceptional experience,” they’ve said, “one we would recommend to anyone who wants to be their own boss whilst really making a difference.”
As Home Instead looks back on 2025 and two decades of transforming home care across the UK, Bryn and Jill Evans remain living proof of the brand’s founding promise: that care, when delivered with heart, changes lives for clients, families and Care Professionals alike.
Find out more about our available franchise opportunities and how you can join a network built on collaboration, care and connection.
Cath Chalton: Building success through the power of networking
Networking is at the heart of franchising, and few people embody its value quite like Cath Chalton, owner of Home Instead Wirral North, Wirral South, Chester and Liverpool South. Having been part of the Home Instead network for almost two decades, Cath has built an outstanding business and an equally strong reputation for supporting others through collaboration and connection.
A network that builds confidence and community
Cath joined Home Instead in 2006, taking a leap of faith alongside her husband Mike. They opened one of the first UK offices in 2007, determined to change the face of social care and help to bring a new standard of compassion to older adults living at home.
Cath’s combined approach has helped to shape her Home Instead journey. From mentoring fellow franchisees to sharing best practice at national events, Cath has always seen the power of networking as one of the keys to success, both personally and across the wider brand.
The value of connection
Cath’s and Mike’s commitment to building relationships extend well beyond their own offices. They became the first Home Instead franchisee to win the British Franchise Association (BFA) Franchisee of the Year Award, and soon after, Cath joined the BFA Board of Directors, at a time where female representation in franchising was still limited.
Today, Cath continues to represent Home Instead on the European Franchise Federation Board, helping shape the future of ethical franchising and promote partnership across international networks. For Cath, networking isn’t just about meeting people, it’s about learning from them.
Sharing experience to strengthen the network
Cath’s open, collaborative attitude has made her a go-to-mentor for both new and experienced franchise owners. She regularly supports peers within the Home Instead network, offering advice, encouragement and perspective to those navigating challenges or exploring growth opportunities.
The importance of events and industry collaboration
Cath continues to champion the importance of getting involved in industry events, such as The National Franchise Exhibition at the NEC, a chance to connect with aspiring owners and business professionals.
Looking ahead
For Cath, networking is more than just a business tool, it’s the foundation of everything that Home Instead stands for.
“Franchising works because we’re stronger together,” she reflects. “The collaboration, the shared learning, the willingness to help one another, that’s what makes this network special. I’ve always believed that if you put time into people, you’ll always get that back, whether it’s your team, your clients or your peers in the network. Networking allows us to share ideas, solve problems and lift each other up. Every conversation is a chance to learn something new. I’ve met so many incredible people through Home Instead and the wider franchising community, and those connections continue to inspire me every day.”
As Home Instead, continues to grow, Cath remains a leading example of how building connections can lead to lasting success, for individuals, communities and the entire franchise network.
Find out more about our available franchise opportunities and how you can join a network built on collaboration, care and connection.
Sunny Singh: Taking an established territory from strength to strength
Sunny Singh is a prime example of how buying an established territory can offer a fast-track route into franchising, combining purpose-led care with commercial growth.With a background in Financial Planning and Analysis, Sunny was keen to build a business that aligned with his values and gave him the flexibility to be present for his young family.
In May 2023, Sunny took over Home Instead South East Northumberland, an established territory with a strong local reputation, a stable team and existing client base. Just a year later, he became a Multi-Unit owner, further cementing his commitment to growing within the Home Instead network.
Sunny was drawn to Home Instead’s ethos and support structure. He recognised that the brand’s minimum one-hour visits, strong CQC ratings, and national presence made it a leader in the sector.
Crucially, buying an established territory meant stepping into a business with proven systems, existing revenue, and a team already delivering high-quality care, allowing him to focus on growth from day one.
Building operational strength and sustainable growth
Sunny’s financial background helped him focus on operational efficiency. Rather than investing heavily in external recruitment, he built capacity from within and created the foundations for growth. Since taking over, monthly revenue has increased by nearly 30 percent, with double-digit growth year-on-year in both revenue and EBITDA.
His leadership has also driven cultural change. Taking over an existing team meant navigating different working styles, but Sunny focused on empowering staff to take ownership of their roles. Managers now make confident decisions and bring forward solutions, contributing to a more agile and accountable culture.
Support and community impact
Sunny received strong support during the handover, including regular guidance from National Office and advice from fellow franchisees. The team themselves also played a key role in delivering continuity and quality during the transition.
He has since introduced new services such as nail care and live-in care, enabling families to bring loved one’s home from hospital. Sunny also helps to run a dementia friendly memory café, strengthening ties with the local community and supporting older people in meaningful ways.
Looking ahead
Sunny continues to grow his business and is actively exploring further opportunities to acquire additional established territories. His journey shows how combining operational expertise with a values-led approach and the solid foundation of an existing business can create a thriving care company that delivers both commercial success and community impact.
Speaking about his journey, Sunny said, “Owning a franchise is great because I’m part of a network of supportive people. I can engage with fellow franchisees to receive advice and gain fresh perspectives. The support I receive from National Office is exceptional and covers a range of areas that make a good care company, from marketing to Care Professional training.”
“I thought franchising would involve setting up a business from scratch, something I didn’t have the desire to do. It’s perfect for some, but it didn’t match my experience. I was thrilled to realise existing businesses are available for me to buy and grow under my leadership.”
“I had the advantage of stepping into a reputable brand and purchasing an already established territory. It fills me with pride seeing our Care Professionals so dedicated to their roles. And just as I intended when I went about this business venture, it’s so rewarding making a difference to older people and their families in the area.”
Sunny encourages future franchisees to do their research and approach the opportunity with a long-term mindset. He believes adaptability, flexibility, and strong communication are essential, especially when stepping into an established business where the team may initially know more than you. Giving staff confidence in leadership and ability to add value is key to building trust and driving progress.
His journey is a testament to the power of combining personal purpose with professional expertise. Under his leadership, Home Instead South East Northumberland and North Tyneside continue to thrive, making a real difference to older people and their families in the area.
Discover how partnering with Home Instead can give you the tools, guidance, and expertise to grow a successful home care business. Enquire today to learn more.
Louise McLaughlin: Growing Home Instead Belfast with purpose and passion
Louise McLaughlin is a prime example of how the home care sector combines meaningful, purpose-led work with a commercially scalable business model. Having begun her career in healthcare as a Radiographer in Scotland, Louise specialised in Magnetic Resonance Imaging while working for the NHS, yet she was drawn to a new challenge. Louise wanted to provide person-centred care in people’s homes, where the impact of her work could be more personal and impactful, and would also give her the opportunity to build her own business.
Launching Home Instead Belfast while building a family
Two years ago, Louise and her husband Roger launched Home Instead Belfast, establishing a local hub for high-quality, domiciliary care.
From the outset, their mission was clear: deliver compassionate, tailored care with continuity of staff, ensuring clients felt safe, comfortable, and supported in their own homes. Both the Belfast and subsequent Ballymena offices were launched while Louise was pregnant, she even planned care schedules in the early hours of labour! The Ballymena office has now been open for over six months and is firmly established as part of their growing network.
Louise’s dedication has been recognised locally and nationally. She received a high commendation in the Belfast Telegraph Awards for Young Business Person of the Year, a nomination in the Belfast Chamber Awards, and was named Young Woman in Franchising of the Year 2024 at the EWiF Awards. She regularly engages with fellow business leaders at Women in Business NI events, sharing insights and promoting the importance of quality care across Northern Ireland.
Making a scalable, community-focused business
Louise focuses on care operations while Roger drives the business strategy, together building a strong and balanced leadership team. They have recruited 40 Care Professionals and now support more than 100 clients across their territories. Louise maintains a 24/7 helpline for her team, ensuring staff feel supported, confident and valued.
Their approach demonstrates how the home care sector allows for growth while staying true to its purpose. Louise’s leadership style, combining compassion, diligence and dedication has created a culture where both clients and Care Professionals feel supported and empowered.
A professional journey driven by learning and connection
Transitioning from Radiography to Registered Care Manager and Director required Louise to rapidly adapt, developing skills in leadership, safeguarding, and training. She continues to invest in her professional development, attending health and social care events and staying active in organisations including the Health and Care Professions Council, Northern Ireland Social Care Council, the British Franchise Association, and the Homecare Association.
When asked what skill helps her most, Louise points to active listening, noting that the ability to pick up on subtle cues and concerns is essential to providing truly person-centred care.
Looking ahead
With plans to replicate her success in Antrim, Ballymena, and Carrickfergus, Louise’s focus remains on sustainable growth.
Reflecting on her journey, Louise says: “Running this business has taught me that success isn’t just about numbers, it’s about people. When you prioritise care, invest in your team, and really listen to the needs of your clients, everything else falls into place. I’ve learned to balance the operational side with compassion, and it’s that combination that drives both growth and genuine impact. Franchising has allowed me to build something scalable, while staying true to my values and making a real difference in people’s lives.”
Louise’s story shows that with determination, teamwork, and a clear sense of purpose, it’s possible to create a thriving business that benefits both the community and the franchise owner. Her journey is a testament to how vision, dedication, and heart can combine to turn a local service into a sustainable, respected, and rapidly growing enterprise.
Discover how partnering with Home Instead can give you the tools, guidance, and expertise to grow a successful home care business. Enquire today to learn more.
Established Territories: How Marian and Cristin Accelerated Growth from Day One
Running an established Home Instead territory offers a unique opportunity to step into an existing business with strong foundations, immediate revenue and clear growth potential. For brothers Marian and Cristin, owners of Home Instead West Exeter & Teignbridge and Home Instead South Devon, it has meant accelerating growth, strengthening culture and building on an already successful platform.
Since taking on their territories, the pair have delivered 40% year-on-year revenue growth in South Devon, while increasing overall profitability through operational efficiencies, technology and a clear focus people. Their experience offers valuable insight into what it really looks like to run and grow an established home care franchise.
From business experience to purpose led-care
Marian and Cristin are no strangers to business ownership. Having previously run ventures together in other industries, they brought complementary skillsets into their franchise opportunity. Marian’s background in logistics and retail distribution saw him leading large operational teams for major UK retailers, while Cristin built experience in finance and construction.
Their decision to enter the care sector, however, was driven by something more personal. Their mother had worked in the NHS and had experienced first-hand what care should not look like. When the brothers began exploring their next venture, they were clear that they wanted to build something that made a meaningful difference. The franchise model offered the right balance of structure and independence. After researching the sector, Home Instead stood out as a model aligned with their values, addressing the very challenges their mother had witnessed. They identified their two territories, West Exeter and Teignbridge and South Devon, while on holiday in Japan, moving quickly to secure the opportunity.
Stepping into an established business with confidence
One of the key advantages of established territories is the ability to build on existing infrastructure, teams and client bases from day one. During the due diligence process, Marian and Cristin found the support from National Office instrumental. Access to training, operational guidance and detailed owner manuals meant they were able to prepare thoroughly ahead of the handover.
Like many franchise owners who bring fresh perspectives to the care sector, the early weeks presented valuable learning opportunities, and the strength of the Home Instead network played a critical role.
By leaning on other franchise owners and key players across the network, Marian and Cristin were able to navigate unfamiliar situations with confidence. They were given peer support which provided real-world solutions to operational challenges, National Office guidance to ensure compliance and consistency, and shared experience from across the network, helping to reduce risk during the transition. For Marian and Cristin, this network support was invaluable and not just helpful, but essential.
Listening: the foundation for growth
Rather than making immediate changes, the brothers took a deliberate approach in their first few months to listen and observe. This became the foundation of their growth strategy. Every week, they made time to visit clients and Care Professionals, gaining direct insight into service quality, satisfaction levels and areas for improvement.
Alongside this, they introduced structured feedback channels, including:
- Monthly listening groups with key team members
- Dedicated sessions with Care Professionals
- Ongoing engagement to capture feedback and ideas
This consistent, visible leadership helped build trust across both territories while ensuring that decisions were informed by those delivering and receiving care.
Driving performance in established territories
With strong foundations in place, Marian and Cristin focused on unlocking growth opportunities within their territories. Their approach combined operational discipline with targeted investment:
- Reinvesting early in new technology and AI tools to reduce administrative workload
- Introducing paid marketing to support client acquisition
- Streamlining processes to improve efficiency and free up time for care delivery
Crucially, these efficiencies have not come at the expense of care quality. Instead, reducing admin time has enabled greater focus on clients and Care Professionals, reinforcing Home Instead’s relationship-led model.
Building a culture that supports long-term success
Beyond financial performance, Marian and Cristin placed strong emphasis on culture. They recognised early on that mindset and attitude would be key to unlocking the full potential of their territories. By bringing a positive, ambitious and solutions-focused approach, they have helped energise their teams and create a shared sense of purpose. This cultural shift has contributed to several notable achievements:
- A first-ever 100% response rate from Care Professionals across both territories
- 5* WorkBuzz Employer Awards for both businesses, achieved for the first time in years
- Stronger engagement and alignment across teams
While performance metrics are important, for Marian and Cristin it’s clear that some of the most valuable progress cannot be easily measured, particularly the development of a more positive, motivated and forward-thinking team culture.
What established territories really offer franchise owners
Marian and Cristin’s experience highlights the key advantages of taking on an established Home Instead territory:
- Immediate revenue and operational infrastructure
- Existing teams and client relationships
- Clear opportunities for growth and optimisation
- The ability to make a rapid impact though leadership and investment
At the same time, it requires a thoughtful approach. Success is not about starting from scratch, but understanding what already works, identifying opportunities and bringing people with you on the journey.
For franchise owners willing to listen, invest and lead from the front, established territories after a powerful platform for both commercial success and meaningful impact.
As Marian and Cristin reflect on their journey so far, they said, “Taking on an established territory gave us a strong starting point, but the real opportunity came from listening to our clients, our Care Professionals and our wider team. That allowed us to truly understand where we could make improvements, what was already working well and how we could grow the business together in the right way.
From the beginning, we focused on being visible, building relationships and creating a positive, ambitious culture that people wanted to be part of. With the support of the network, guidance from National Office and a willingness to invest in the right areas, we’ve been able to drive meaningful growth while improving the experience for both our clients and our team.
For us, it’s not just about performance metrics, it’s about building a business that people are proud of. When you combine that mindset with the strength of an established territory, the potential really is huge.”
Marian and Cristin also represent a new generation of franchise owners, demonstrating that success in home care isn’t defined by age or prior experience in the sector, but by mindset, values and a willingness to learn. By combining fresh perspective with a commitment to quality and a structured, proven model, they have been able to unlock the full potential of their territories in a relatively short space of time. Their journey highlights that for those ready to embrace the framework, invest in their teams and lead with purpose, home care offers a compelling and accessible business opportunity.
Join Home Instead’s growing franchise network today
If you’re ready to take on a new challenge and build a successful, purpose-led business like Marian and Cristin, explore our available territories and start your Home Instead franchise journey today.
Discover how partnering with Home Instead can give you the tools, guidance, and expertise to grow a successful home care business. Enquire today to learn more.
Sanjeev Kaushal: Why Home Care is Central to the Future of Homecare
As the UK faces rising demand from an ageing population, increasing hospital discharge pressures and evolving healthcare regulations, high-quality home care has become more critical than ever. At Home Instead, Director of Care and Quality Sanjeev Kaushal, is leading the development of clinically integrated care at home, strengthening standards across the UK’s leading home care franchise network.
Since joining Home Instead in 2022, Sanjeev has brought nearly 20 years of healthcare experience spanning pharmacy, hospital practice, oncology homecare and national clinical leadership. His work is helping ensure that care delivered in the home is safe, regulated, integrated and equipped to meet increasingly complex needs.
For families, this means access to trusted, professional support in familiar surroundings. For franchise owners, it reinforces why home care is one of the UK’s most resilient and future-ready sectors.
The state of nation: rising demand and changing expectations
The UK’s demographic shift is reshaping health and social care. People are living longer, often with multiple long-term conditions requiring ongoing support. At the same time, the NHS continues to experience sustained pressure on hospital capacity, particularly around discharge delays and admission prevention. Against this backdrop, home care is no longer viewed as solely as assistance with daily tasks. It is increasingly recognised as an essential extension of the healthcare system.
Sanjeev is a long-standing advocate of the belief that the home is the hospital of the future. His focus is on ensuring Home Instead’s services continue to evolve in line with this reality, supporting families with easing pressure on frontline healthcare services.
Clinical leadership rooted in experience
Sanjeev’s career began in pharmacy, where he built specialist pharmacies from the ground up before progressing into senior leadership roles. He later moved into hospital practice and specialised in cancer care, helping to establish private oncology homecare services that enable patients to receive chemotherapy at home, delivered by dedicated cancer nurses.
Previously Chief Superintendent Pharmacist at global healthcare organisation McKesson, Sanjeev gained insight into European and international healthcare markets. His experience spans both the private and public sectors.
As a former Board Director of the National Clinical Homecare Association, he represented the interests of 16,000 home care companies and contributed to a five-year strategic plan shaping the future direction of clinical homecare. Working collaboratively with the NHS, he helped support the development of more effective, joined-up services. This breadth of regulatory and operational knowledge now underpins his leadership at Home Instead.
Ensuring high-quality home care services across the UK
Under Sanjeev’s direction, Home Instead continues to expand its health and complex care at home services. The aim is clear: to equip Care Professionals with the skills needed to safely support increasingly complex health needs within the home environment.
Across the UK, Care Professionals are trained in common, clinical skills including:
- Catheter care
- Enteral feeding care
- Stoma care
- Basic wound care
- Nail care
- Post-hospital discharge support
This enables clients to receive treatment at home from the same trusted Care Professionals who also supports them with personal care and companionship. The result is continuity, dignity and stronger relationships, all while reducing unnecessary hospital visits.
Home Instead is increasingly recognised as a capable partner for the NHS, particularly in discharge support and admission prevention pathways. Sanjeev is also overseeing the responsible integration of technology to improve communication with GPs and healthcare providers, enabling more coordinated care delivery.
Building a workforce ready for the future
As people live longer, the complexity of care needs continue to increase. Sanjeev is leading the rollout of enhanced training programmes to grow the number of Care Professionals equipped to deliver complex care safely and confidently.
This workforce development is central to Home Instead’s long-term strategy. It allows the organisation to expand the services franchise offices can offer, while maintain high regulatory, standards and safeguarding client wellbeing.
Beyond operational leadership, Sanjeev is engaged in national policy discussions around the future of social care, helping broaden understanding of the role home care can play within the wider healthcare system. By contributing to the conversations with the government and sector bodies, he his helping shape a more prominent and clinically integrated future for care at home.
Reassurance in a regulated sector
Joining a regulated industry can feel like a big step, but with Home Instead you’re never doing it alone. When you take on a business, you inherit an existing CQC rating and a fully established operations team with the qualifications, sector knowledge and experience to deliver high‑quality care day to day. You’re stepping into a business with the right people already in place: a team who understand the clients, the local care landscape and regulatory requirements from the outset.
Our National Office Care & Quality team work alongside your local operations team, providing guidance, structure and ongoing support to help your business continue delivering safe, consistent and high‑quality care.
Thanks to the strength of our nationally trusted brand, new owners benefit from immediate credibility and reassurance that comes from partnering with the UK’s leading home care provider, something that can take independent agencies years to build.
Regulation is a natural part of delivering safe, high‑quality care, and we make it simple. As a Home Instead franchisee, you benefit from clear, proven procedures developed by our Care & Quality and Operations teams. These frameworks reduce uncertainty and support your office team to remain compliant, giving you the freedom to focus on what matters most: leading a business that delivers outstanding, relationship‑led care with confidence.
Why choose home care, and why Home Instead
The shift toward care delivered in the home is not a short-term trend. It is a structural response to demographic change, healthcare pressure and evolving patient preference.
Home care offers:
- Personalised support in familiar surroundings
- Greater continuity and relationship-led care
- Reduced strain on hospital services
- A more sustainable model for long-term support
For prospective franchise owners, this translates into entry into a needs-led, resilient sector, with long-term growth potential. With strong clinical leadership, national compliance frameworks and ongoing workforce development, Home Instead provides a stable and future-focused platform for delivering high-quality care.
Sanjeev explains, “Home care has moved far beyond the perception of simply helping someone wash and dress. The home is increasingly becoming a clinical environment where safe, high-quality healthcare can be delivered with dignity and continuity. Our responsibility is to ensure we have the training, governance and systems in place to support that shift. When we do that well, we not only improve outcomes for families, but we also help build a more sustainable healthcare system for the future.”
Ready to join a network that combines expert clinical leadership with trusted national support? Discover how partnering with Home Instead can give you the tools, guidance, and expertise to grow a successful home care business. Enquire today to learn more.
Alan Savage: Power of the Brand
Alan Savage, who co-owns Home Instead Altrincham, Sale, and Wythenshawe with his partner Lucy Gill, is an example of a Home Instead franchisee who has created a thriving business, driven by his deep-rooted passion for care and built on the strong foundations of the Home Instead brand. Born and raised in Sale, Alan has always felt a strong connection to the local community, which has been central to his journey with Home Instead.
The Home Instead ethos of providing compassionate, person-centred care at home aligned wholly with his own values, and Alan knew this was his chance to become part of a brand with a trusted name and proven business model, allowing him to make a real difference to the lives of those in his local communities.
Alan has long been a familiar face at clubs, societies, and charity events, sharing valuable insights on how to live well as we get older. When the opportunity arose to bring Home Instead to his hometown, for Alan it was an easy decision.
Since launching Home Instead Altrincham, Sale, and Wythenshawe, the businesses has gone from strength to strength, with an annual revenue of approximately £2.6 million and an impressive 15% growth in Quarter 4 vs the previous year. This remarkable success is a testament to Alan’s dedication, his team’s hard work, the ongoing support from Home Instead’s National Office and the power of the Home Instead brand.
A key part of the business’s success has been its active involvement in local events and initiatives communicating the brand on a local level, helping to raise awareness and build meaningful relationships within the community. Alan is a keen advocate of networking with referral providers in the local community. In 2013, he initially created the What’s on Where (WOW Guide), which in 2018 turned into the Live Well Your Way Magazine. Recognising the value of this local initiative, Home Instead’s national office helped to refine the concept and rolled it out across the network for other franchisees to implement in their areas- a great example of how Home Instead works in partnership with franchisees to share successful ideas. The guide is now a vital resource for older people seeking local activities and support that helps to keep them connected to their communities. 20,000 copies are distributed to major supermarkets, pharmacies, Council, Social Care and Mental Health teams, hospitals, doctor’s surgeries, churches and community groups. Each edition also includes a ‘What’s on Where guide,’ which lists over 260 groups and activities that take place in Altrincham, Sale and Wythenshawe; from lunch clubs to exercise classes, choirs to even walking football.
‘Be a Santa,’ is an initiative led by Home Instead’s national office to support franchisees, with Alan being a huge champion of this in his local area. The campaign helps to tackle loneliness during the festive period by giving out presents to elderly people who may not have company at Christmas time. Due to covid restrictions during the pandemic, Alan and the team changed their approach, and instead, now create a calendar featuring wonderful community images taken by local people. The calendar was a huge success and some 10,000 copies continue to be printed and distributed annually to local referral providers and the general public.
Alan and his team also championed the ‘Key to Care’ campaign, which involved running informative sessions at a local GP surgery in 2023, to educate individuals and families on care options. Not only was the campaign hugely successful, but they were also present for two days when flu vaccinations were being administrated, helping to spread the Home Instead message to hundreds of patients. Home Instead Altrincham engaged with 400 patients, offering valuable guidance on home care, direct payments, and attendance allowance. This initiative not only raised awareness but positioned Home Instead as a trusted resource for those considering care options. The team’s presence at the clinic resulted in six recruitment enquiries and strengthened their reputation as a provider of high-quality home care services.
Keeping their community informed and sharing guidance is paramount, which is why Home Instead Altrincham, Sale and Wythenshawe ensure a variety of events take place. A great example of this is their Fraud and Fuel Advice event, in partnership with Scope, Age UK Manchester and Trafford Carers Centre, which includes insightful talks on how to manage energy bills, how to spot a scam and how to avoid being scammed to name just a few topics.
As highlighted, partnering with local organisations for networking events is a regular part of the work Alan and his team do. In May, the team are partnering with a GP Practice and VCSFE partners to put on a local community event focused on Dementia that will take place in the local library.
Reflecting on his journey, Alan commented: “Over the years, I have enjoyed getting out into the local community to not only spread the word about Home Instead, but to make a useful contribution to the community by producing the WOW Guide and take part in many more activities.”
Alan’s passion for helping older people remains at the heart of everything he does, and as Home Instead continues to innovate the sector as the UK’s number one home care company, Alan and his team plan to harness the power of the brand in order for his business to continue to flourish. With plans to expand the business further, Alan and the team will continue to make a meaningful difference to the lives of those he impacts daily.
Leading the way for women in franchising
According to EWiF (Encouraging Women into Franchising), the number of women entering the franchise industry has significantly increased, with 37% of new franchisees over the past three years being female, up from just 20% in 2015.
Home Instead’s COO and EWiF’s 2023 Ambassador of the Year Ruth Brown, has played a key role in encouraging more women to join the franchising sector, supporting women-led franchise partnerships and empowering individuals to strike out on their own.
Ruth’s journey in franchising began as a franchise assistant for a stationery company, which was just starting its franchising venture. She later moved on to work with Thorntons confectionery, helping to open around 80 of their franchise stores. In 2010, Ruth joined Home Instead, where she was able to bring her diverse experience to a company with a clear, impactful mission, pioneering the way that home care is delivered in the UK.
Now, there are very few people who don’t know and admire Ruth Brown within the franchise sector. In 2024 this was recognised when Ruth won The Corporate Leader Award at the Women Achieving Greatness in Social Care Awards (WAGs) for her inspirational leadership style.
As a successful woman in franchising, Ruth is passionate about mentoring and empowering those around her to grow and achieve. Under her leadership, many senior positions within Home Instead’s franchise development team are now held by women, and Ruth has encouraged her team to pursue the Qualified Franchise Professional (QFP) qualification, enhancing their expertise.
One standout example of Ruth’s mentorship is Imogen Clarke, who joined Home Instead in 2013. Imogen, with a background in business and communications, initially worked in marketing before transitioning to franchise development in 2016. Since then, she has become the leader of the franchise development team and now oversees the in-house resale brokerage. Imogen enjoys guiding individuals through the process of becoming Home Instead franchisees, supporting them as they build successful businesses and helping them when it’s time to sell their resale franchises.
Imogen, who is passionate about entrepreneurship and the power of franchising, has also been recognised for her ability to attract the right people to the industry and help shape the future of Home Instead. As a working mother, Imogen also advocates for women balancing career and family life, often sharing her experiences on podcasts.
Ruth commented: “Looking at the statistics from EWiF that more women are coming into the franchising sector is both encouraging and exciting. I joined the sector and never looked back! It’s really inspiring to see the women within our franchise network growing their businesses and delivering outstanding care in their communities. Also, it’s great to see the women within our national team, such as Imogen, who are continuously developing their expertise in order to then in turn benefit the network with the support provided”.
Mike & Cath Chalton, Home Instead franchisees
Mike and Catharine Chalton co-own the Home Instead franchises in Wirral North, Wirral South, and Chester. They are the only CQC Outstanding-rated domiciliary care provider in the Wirral area. They decided to expand their territory by acquiring the Chester franchise, where they are working with their dedicated team to achieve the same level of excellence and a CQC Outstanding rating.
Mike, with a background in the pharmaceutical industry, and Cath, a former army nurse, have been deeply committed to improving the landscape of home care. Their shared passion is to help people stay in their own homes for as long as possible, receiving high-quality care tailored to their needs. Over the years, Mike and Cath have lived and breathed the Home Instead ethos, and were one of the first franchise offices of the brand to open in the UK.
Mike and Cath believe that their greatest asset is their staff, and they invest heavily in their team, providing ongoing training and hosting team-building events. Career development is also a priority for the Chaltons, with 90% of their core staff having been promoted within the organisation.
In addition to running their own successful franchises, Mike and Cath are committed to helping other Home Instead franchisees and the National Office team develop new initiatives. They have mentored fellow franchise owners, sharing their expertise to help others succeed, and Cath also represents Home Instead on the British Franchise Association (BFA) and the European Franchise Federation.
Mike and Cath also contribute to their local communities as their franchises organise events like companionship cafés, dementia workshops, and social gatherings for clients. Both Mike and Cath attend these events, engaging directly with clients to strengthen the bond of care. They have also founded the Wirral Care Foundation, a charitable arm that supports small local initiatives that may not receive other funding.
Over the years, Mike and Cath have been involved in several impactful projects, including the Rapid Access Service (a fast-track hospital discharge service), the Student Nurse in Social Care Programme, and the pilot project Health Care at Home.
All four of their children have worked in the business before pursuing their own careers, and one of their sons is now a neighbouring franchisee in South Cheshire.
Striving for excellence and working to improve standards in the industry, Mike and Cath remain committed to enhancing the quality of life for older adults in Wirral and Chester.
Gavin Morrigan & Michelle Fairless - The North East
According to the National Statistics, by 2024, 21.7% of the population in the North East will be over the age of 65, compared to 18% in 2014, this demonstrates a strong growth of clients in the area and in new Home Instead territories.
Gavin Morrigan and Michelle Fairless, the owners of Home Instead Cleveland have grown a strong Home Instead presence in the North East, with a positive reputation across the area.
Here, they tell us more about their journey so far with the UK’s number 1 Home Care company:
Following redundancy and finding ourselves at a crossroads with what to do next in life, we were exploring a number of different options, though having both been made redundant on a couple of occasions previously, working for someone else in an HR environment or setting up a HR Consultancy or finance related business was not appealing.
We thought about franchising but knew little about it and so, by chance, we heard there was a franchising exhibition at the NEC in Birmingham so decided to attend. We heard a speaker from another Home Instead office giving an overview and answering FAQs on a general panel of franchise representatives and the Home Instead representative struck a chord with both of us, leading us to visit the Home Instead exhibition stand to find out more.
The business model seemed to make perfect sense and coupled with Michelle’s passion for elderly care following her own life experiences, we wanted to find out more, once we did, we never looked back.
By April we had set up our Ltd company, by May we were on New Owner Training and by June we had opened our doors, less than 4 months from knowing anything about franchising least of all, Home Instead.
With positive support from National Office, we networked and developed new ways of broadening our name and reputation in the community receiving more and more recommendations.
One highlight was discovering the National Office Fraud Public Education Programme as we felt this was a unique way to ‘give’ to the many groups and communities across our territory something that would benefit everyone, but particularly aimed at older and vulnerable groups, whilst helping to showcase our company and reach many more people.
We approached our Local Police and Crime Commissioner with a bid to promote a large number of fraud presentations across the Cleveland Police Force area, soon becoming experts in scams and frauds. From this, our exposure snowballed in many communities as we continued to follow the model and build upon our growing reputation as being the best care company.
We have continued to take advantage of the fantastic support and initiatives provided by Home Instead’s National Office as we look to continue our growth and provide outstanding levels of care.
Joining Home Instead was absolutely the right decision for us and the only time we look back is to see how far we’ve come.
