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.