Doing things differently: South Middlesex care provider marks five years

A family-run care provider in South Middlesex is celebrating five years of doing things a little differently, having grown from its launch in 2021 by Andrew Murray and his dad Paul into a trusted part of the local community. Built on a belief in putting people before processes, the team has delivered more than 60,000 hours of in-home care, while building strong, lasting relationships with the people and families they support.

From the outset, Andrew was clear about creating something more personal for local families, an approach that still shapes how the team works today. “We’d both seen how care can end up feeling like a checklist – get in, get the task done, get out – and it just didn’t sit right with us. We wanted to do it in a way that actually feels human. Taking a bit more time, thinking about who’s going into someone’s home and making sure it’s someone they’re comfortable with.”

That same thinking runs through the way the business has developed. Andrew’s sister Leah is now their Registered Care Manager, helping to maintain a close-knit culture where carers, clients and their families feel supported and part of the family.

As more families have experienced that approach, word has spread across the community. Over five years, the team has grown from supporting 16 clients to 86 in 2025, delivering more than 27,000 hours of care and over 18,000 visits last year alone to help people stay independent at home.

That trust is closely linked to the consistency of the team. Visiting Angels’ ‘carer-centric’ approach supports carers through training, progression and recognition, helping to build a stable workforce with a retention rate of over 90 per cent – that’s significantly higher than the sector average.

“If your carers are constantly changing, people notice it straight away,” Andrew said. “So we put a lot of effort into making sure our team feel settled and supported, because that’s what gives clients that familiarity and reassurance.”

Beyond care in the home, the team is actively involved in the local area working with organisations including Age UK, hosting dementia-friendly “Singing for the Brain” sessions, and taking part in local events and wellbeing activities. They have also supported people back into care roles, helping those who may have had difficult employment experiences elsewhere to find a more positive environment.

“You don’t want to just be the company that turns up at the door and leaves again,” Andrew added. “Being out in the community, getting to know people outside of visits – it makes everything feel more natural and more connected.”

Their work has also been widely recognised. In 2025 alone, the team received 22 award wins and finalist placements, including at the National Care Awards, the Dementia Care Awards and the Great British Care Awards. They also hold a perfect 10 out of 10 review score on homecare.co.uk.

The team marked their five-year milestone on 29th April by bringing together carers, clients, families and local partners for an afternoon of tea and conversation with the Mayor of the London Borough of Richmond upon Thames, Councillor Penny Frost – a chance to reflect on the journey so far and thank those who have been part of it.

For the carers themselves, that supportive culture has been key. “Joining Visiting Angels in 2021 was the start of a truly rewarding journey,” said caregiver Sue Reed. “From day one, the training and support gave me the confidence to grow and feel part of a valued team. What makes this work so special is the time we can spend with clients building genuine relationships without rushing.”

“As a retired nurse, I’ve also found fulfilment in mentoring new carers. Most importantly, knowing our work helps people live independently at home brings a real sense of pride every day.”

Looking ahead, Andrew says the focus remains on carrying that same feeling forward. “Five years is something we’re really proud of, especially knowing the people behind it – our team, our clients, their families,” he said.

“If we can keep that same feeling as we grow where people feel comfortable, looked after and part of the family, then we’ll be happy. That’s what we want the next five years to look like.”

To find out more about Visiting Angels and their franchise opportunities, visit their profile.