This year Heritage Healthcare will be celebrating the 10th Anniversary since the first home care office was launched in the North East.
Heritage Healthcare is a family-run business, focused on delivering high quality home care to help more people live independently in the comfort of their own home. Each care package is bespoke to each individual, with services tailored to suit their needs alongside their loved ones. Since its early beginnings, Heritage Healthcare’s story has been filled with success, with the company branching in to the franchise industry, growing a network of business owners and achieving numerous awards.
Where It All Began
The Heritage Healthcare journey began within CEO Glenn Pickersgill’s own heritage. Glenn’s grandmother Annie owned a care home in Darlington in 1955 where Glenn spent much of his childhood entertaining residents after a day at school. In 1970, Glenn’s mother and stepfather took over the business.
Glenn was the third generation to work in the care industry when he joined the family business in the 1980s and owned his own care home, Harewood Lodge in Darlington. Following his parent’s retirement in 1995, Glenn took over the care home and brought along rapid expansion and success. The business was sold in 2006, leading Glenn to purchase a home care company in the Redcar and Cleveland area, alongside wife and fellow Director Sally Pickersgill, leading to the launch of Heritage Healthcare.
A further three branches were opened in the North East, providing high quality home care to Darlington, Teesside and York. Glenn and Sally Pickersgill, along with Directors Amanda Jackson and Michelle Fenwick QFP wanted to build the successful business model of the brand into a national home care provider throughout the UK, and so chose to go into franchising.
First Franchising Steps
The Heritage Healthcare brand has an ethos of delivering expert quality care to clients driven by their needs. The Head Office policies and procedures achieved international standards ISO 9001, ISO 14001 and OHSAS 18001, which supports those of their franchisees who are able to share in the success of the Heritage Healthcare brand and provide outstanding home care services whilst also maintaining an efficient and effective business.
The focus of Heritage Healthcare’s quality care enabled the company to join the British Franchising Association (bfa) as a provisional member and within just three years of franchising, were promoted to an associate membership.
While at a Franchise Exhibition in Birmingham in October 2013, the Heritage Healthcare team met Jameela Kotawala, the company’s first franchisee. Jameela’s natural caring personality and determination to provide the best care services possible reassured the directors that she was exactly what they were looking for in a business partner. Jameela launched Heritage Healthcare Cardiff in 2014, delivering the first care hours on Christmas Day. To support her clients further and increase her knowledge of the care sector, Jameela enrolled in a Level 5 Diploma in Leadership for Health and Social Care Services.
2014 saw Director Michelle Fenwick become the first Qualified Franchise Professional in the UK care industry. The QFP is a formal recognition of an individual’s professional knowledge and experience within franchising, and their abilities to demonstrate an understanding of the complexities and best practice in the sector. Following this, Michelle took on the position of Chair of the bfa’s Northern Forum, was nominated for the Darwin Gray Inspirational Woman of the Year award at the Encouraging Women into Franchising awards, as well as appearing on numerous expert panels.
Following the launch of the Heritage Healthcare Cardiff office, the franchise network began to grow with husband and wife business owners Ivan and Daniela Coutinho joining the fold and opening Heritage Healthcare Ealing. Within 6 months, the second London-based office was soon opened by Chris Batt, operating the Heritage Healthcare Epping Forest care office and providing home care to individuals living in the Essex area.
London-based branches soon began to expand, with offices opening in Barnet operated by Registered Care Manager Anthonia Ugwumba, Windsor with Directors Adrian Greensmith and Romola Ganguli, and Bromley launched by Patricia and Elizabeth Eyoma. Across the UK, two more Heritage Healthcare offices opened with a family-centred management team; Mark Collier launched Heritage Healthcare Trafford with the help of son Michael, while Manjit Kaur opened Heritage Healthcare Solihull and was supported by her family.
Soon, the UK was dotted with Heritage Healthcare offices, with branches opening in Rochdale, Bournemouth and Poole, Gloucester, Epsom and Sutton, Greenwich, Wakefield, Oxford South and Romford. Since late 2017, 5 new home care offices were in preparation to launch their office, with Heritage Healthcare Enfield and Heritage Healthcare Bristol both receiving their CQC registrations over the New Year. Our Tandridge and Chelmsford branches will be opening their doors and delivering care and support services in 2018.
Award Winning Achievements
The commitment to delivering quality home care and support services has lead the Heritage Healthcare brand to be acknowledged by numerous awards on both a national and local level. Heritage Healthcare was named as a finalist of the bfa HSBC Emerging Franchisor of the Year awards in 2016, and the following year, went one better and took the title home. The in-house Heritage Healthcare Marketing Team reached the finals of the Franchise Marketing Awards in both 2016 and 2017, with their work designing bespoke artwork for print marketing, creating content for each business’s website and developing campaigns to target the local audience market.
The franchise network has mirrored Head Office’s success with a significant number of awards and finalist positions. Heritage Healthcare Ealing and Richmond were named Startups’ Franchise of the Year in 2016, and Heritage Healthcare Trafford were named finalists for the award in 2017; Heritage Healthcare Windsor’s Director Romola Ganguli was recognised in the Encouraging Women into Franchising Awards as New Franchisee of the Year award; and Heritage Healthcare Cardiff received an outstanding result of 100% following their inspection from the Cardiff City Council. Numerous Heritage Healthcare offices have been named within the top ten of home care providers within their area by Homecare.co.uk.
The Heritage Healthcare annual general conference was first hosted in 2015 where franchisees could gain advice, insights and knowledge on the goings-on from the within the company. The annual awards allows the company to reward franchisees for their hard work over the year, with Franchisee of the Year being awarded; previous winners have included Ealing and Richmond, Windsor and Cardiff, with a new award introduced in 2017 for New Franchisee of the Year, awarded to Wakefield.
In 2017, Heritage Healthcare was named in the Top 25 of all UK Franchise companies. The Elite Franchising 100 league table ranked the brand at number 23, beating other household names such as CeX and Puddle Ducks, which then led to Heritage Healthcare being named in the Top 5 of home care brands. The Elite Franchising 100 was ranked by an experienced panel of judges with the criteria including growth, network size, support and innovation.
A future with Heritage Healthcare?
The Heritage Healthcare network is ever-growing with a future of more franchisees opening offices throughout the UK.
You can become part of Heritage Healthcare’s history. We are looking for positive business owners to continue providing expert home care in more areas across the UK and join our expanding franchise network. Discover the business opportunities available with Heritage Healthcare and see the territories available by visiting here. For a further discussion, please contact Michelle Fenwick QFP on 01325 370 707.