Enable & Support

Project Type:
Case Study

The Client:

Enable and Support is a local care company that provides care and companion services in client's own homes.

The Project:

My client asked for a case study to support their application for a local business award in the Best Customer Service category. They also wanted it to be added to their website and any other marketing needs in future.

My Solution:

My first task was to interview my client's client, who the case study would be based on. I learned about her and her family. And how Enable and Support have helped them.

I was now able to write the case study. Focusing on The Problem, The Solution and the Outcome.

I was mindful that a case study for a website and a case study for a Best Customer Service award would be quite different. The website version should be emotive and tell an in-depth story. Whereas a case study to support an award application would need to be more streamlined and focus on evidence of excellent customer service. For this reason, I actually provided my client with 2 versions.

At the time of writing this, out of about 200 applicants, my client has been selected as one of 3 finalists for the award.

Website Version

Outstanding Customer Care Changes Lives

Introduction

Here is the story of Elly, and how the unrivalled care of Enable and Support has changed her life. In fact, not only her life, but her family’s too.

When Elly, a once active and independent lady, lost that independence, caring for her became all-consuming for her daughter Lyn. Such a huge life change had an impact they couldn’t have imaged. But Enable and Support stepped in and helped these two people to find themselves again.

Meet Enable and Support.

Enable and Support are a care provider in Newhaven, East Sussex. They provide care for elderly people in their own home, keeping them in the place they love to be.

The company is run by Managing Director Grace Hanley and Registered Manager Amanda Nahoor. Grace has been a registered social worker since 2000. Amanda has over 20 years’ experience in the social care sector.

The company values are built upon a strong sense of providing kind, quality, person-centred care. Grace explains that when she founded the company, her vision was a care company that doesn’t rush their time with a client in order to get to the next.

She wanted to create a small team of kind, caring people who will genuinely get to know the people they’re caring for. Taking an interest in their lives and helping them to enjoy life and look forward to their future.

The Challenge.

Elly, now 92 years, has lived a full and very interesting life. She previously worked in HR and as a PA for someone famous. She was always very active. In fact, she was still skiing and rollerblading into her 70s! She has always been in great health. When her husband became ill, she nursed him until he sadly passed away in 2014. Like most people, losing her husband left a void in her life.

She had a fall and broke her hip in 2020. This caused her long-term difficulties with her mobility. A once active and independent woman suddenly found herself unable to drive or to do the activities she always enjoyed. For the first time, she was having to rely on others. That’s not something she found easy to accept.

“Mum was very good at masking

how much she was struggling.”

Elly’s daughter, Lyn, recalls how her mother would mask the fact that she was struggling at home on her own.

“Mum was very good at masking how much she was struggling. I’d go to see her and she would seem fine. I now know that wasn’t the case.”

Lyn explains that her Mum would go to them for dinner every week, but was spending most of her time at home alone.

In 2025 Lyn retired and was looking forward to spending more time with her Mum. She imagined that they would go on holidays and fun days out together. The reality was very different.

When Lyn started to see Elly every day, she realised how much her Mum was struggling and how her mental health had deteriorated. Elly wasn’t eating or drinking nearly enough. When she did eat, she was having the same meal at all mealtimes. She was now also struggling with her personal care.

It became clear that Elly was very lonely and depressed. Lyn took her to the GP, who prescribed antidepressants. The idea of mother and daughter fun days out, and holidays in the sun, was a distant memory.

Lyn recalls that she felt like she was her mother’s carer, rather than her daughter. This was not only affecting Lyn and Elly’s relationship, but also Lyn’s relationship with her partner. The amount of time she was having to spend with Elly became more and more demanding.

Things got to a point where she would be with Elly late into the evening. Meaning she and her partner weren’t seeing each other. Not even eating their meals together. With the best will and understanding in the world, this caused resentment and frustration.

Lyn’s social life became a thing of the past. When she did go out with friends, she would inevitably be called by her Mum, asking her to see her or help her to bed. So Lyn would always end up leaving social events early, or not bothering to go in the first place.

Lyn was drained physically and mentally. She was now not eating or sleeping properly herself and describes having low moods.

As a pre-booked holiday Lyn had arranged for her and her partner approached, she realised that she needed to get some help for her Mother. She spoke to Elly about the idea of carers coming in to look after her while she was away. For a lady who was used to being so independent, this wasn’t a welcomed idea.

“Mum has always been a private, proud and smart lady, with a forceful nature. The thought of accepting help from a stranger was awful for her.” – Lyn.

Lyn told Elly that if she didn’t accept help, she would have to cancel her holiday. Not wanting her daughter to miss out, Elly reluctantly agreed to accept some outside help. Lyn called around some care providers, and that’s when she came across Enable and Support.

How Enable and Support became a lifeline…

When Lyn started enquiring with care providers, she was initially put off. Right away they were talking about payment terms and conditions and the list of things they wouldn’t do. One company told her that they could stay overnight if needed, but that Elly “Can only get up once”. She was also concerned when they said that they wouldn’t be able to tell her which of the many carers would be coming to her on any given day.

Then she called Enable and Support and spoke to Amanda. That’s when things started looking up.

Amanda was “brilliant” on the phone. From the very start, Lyn felt that she was genuinely interested in her mother and their situation. Rather than talking about what they do and don’t do, Amanda was asking questions about the family. She was interested, engaging and was putting them first.

Amanda met with Lyn and Elly at Elly’s home. The meeting went very well and Elly agreed to accept help twice a day while Lyn was on holiday. This alone was a massive step forward and a testament to how comfortable and included Amanda had made Elly feel.

“When I got back, I saw a different woman.

It was like having my Mum back.”

When Lyn returned from holiday, she was unsure how Elly would have found having carers in her home. She was expecting to have to carry on being her Mum’s carer like before. Nothing could have prepared her for what how she had changed in just 1 week.

Elly was happy. She was bright, talkative and had things to say. Telling Lyn what she had been up to and conversations she’d been having with the care team. Lyn says “When I got back, I saw a different woman. It was like having my Mum back.”

Grace called Lyn to chat about how that week had gone. Lyn recalls that they were on the phone for 40 minutes. She feels this shows the level of care and commitment the whole company has for the people they care for. Lyn says, “They’re genuinely invested in the whole family.”

She asked Elly what she wanted to do going forward. To her surprise, Elly said that she would like to continue seeing them and asked that they go to her for 1 hour, 3 times per week, just to socialise. It can’t be emphasised enough what an amazing job Grace, Amanda and their team had done to enable this change of heart from someone who was typically very private and proud.

“The whole team got to know Mum very quickly.” Says Lyn. “Grace tapped into her love of cooking and does that with her. I get photos of the things they have made and Mum always has a huge smile on her face.”

“Amanda has spoken to her about her children and Mum has been all too happy to give her parenting tips.”

They chat with her and play cards and board games with her. Keeping her mind active and injecting fun into her life.

Lyn has noticed that when the Enable and Support team get Elly up in the morning, her mood for the whole day is so much more positive and she’s happier for the whole day.

After a short time, Elly asked to increase their visits again. She said that 1 hour wasn’t enough and asked for 2-hour long visits. That has now progressed further to 2 hours, 3 times a day, 5 days per week. All at the request of Elly.

“They don’t see me as someone who needs help.

They just see me as someone who’s had an amazing life”

This statement is direct from Elly when she was talking to Lyn about the whole Enable and Support team. She went on to say, “I’m talking again. I’m telling my stories.”

At first, Elly resisted letting the care team do things for her. Understandably not wanting to give over control. However, the team have slowly and cleverly got to know her. So well that she now trusts them to give her the help she needs.

They have worked in a way that is respectful but firm. Nothing is rushed and Lyn feels there is a calmness about them. Grace and Amanda make sure the same few carers visit Elly. This has allowed them to get to know each other and, most importantly, for Elly to trust them.

Elly has told Lyn, “They lift my mood. I feel safe when I’m with them.”

It’s really important to Grace and Amanda to always make sure Elly is happy and comfortable with the people who visit her. They don’t just send any carer to any client, but match personalities. Ensuring the best service to the people they care for.

Lyn laughs that she would normally go in to Elly and put on Radio 2. But the Enable and Support team have put on the Winter Olympics, so she’s seeing some sports for the first time. They have even put on some appropriate reality TV for her. It’s giving her so much more to talk about, including a conversation that surprised Lyn when Elly started talking about lip implants.

The support and on-going communication from Enable and Support has been as important to Lyn as the care and company they give her Mother. They keep Lyn updated about anything of note or any concerns they might have.

They’re proactive too. They have introduced a whiteboard in the kitchen where they put reminders for Elly, as she can be forgetful. And have a note book where they leave notes and updates for Lyn.

They constantly go above-and-beyond their role as carers. Amanda has made Lyn aware of things she can apply for to help Elly, such as a profiling bed so that Elly can sleep better and safer. Also support they are entitled to from the local authority.

Not only has Amanda told Lyn about these things, but has been brilliant with making referrals on their behalf and doing follow-up calls to chase things. All things that are not included in the care package. Enable and Support go the extra mile to help the families they care for as a matter of course.

Lyn’s journey…

The support and kindness that Lyn and Elly have received from Enable and Support has changed their lives.

Lyn was at breaking point, mentally and physically. She felt that she had lost the relationship she once had and enjoyed with her mother. Her relationship with her partner was affected, as was her social life.

She says, “Their help has allowed me to be her daughter again, rather than her carer. Life without them would be grim. We’d be surviving, not living.”

Her relationship with her partner is back to normal and she can enjoy a social life without feeling guilty or worrying. She knows her Mum is being looked after, and in her own home.

The idea of giving over control of caring for her Mum to someone else was “hideous” for Lyn. She was worried they wouldn’t do things well enough. Afterall, who will look after your loved ones as well as you would? The answer is Enable and Support.

“They are like an extended family. If anyone is looking for care, they are just stunning. Let Grace and Amanda help you” – Lyn.

Elly’s journey…

Six months ago, Elly was withdrawn and depressed. She didn’t have anything to look forward to and could only focus on all the things she used enjoy that she now can’t do. Enable and Support have changed that.

In just 6 months Elly has become the happy and sociable person she used to be. She has become herself again and is no longer in need of antidepressants. Rather than dwelling on what she can’t do, she enjoys telling her stories and passing on her wisdom to the people who care for her. She has a feeling of purpose.

A ramp is being put to her door. This means the carers can taken her into the garden, which used to be her passion, and take her for trips out so she gets out of the house more.

Elly has said to Lyn that she loves that the care team are always punctual, they don’t rush her and they are interested in her.

Key takeaway…

The difference that Enable and Support have made for this family is unbelievable. And all within just 6 months.

They have achieved this through their dedication to their key principle of providing outstanding customer service.

When Grace started the company, she didn’t want carers who go in, do the bare minimum and then they’re off to the next client. She had a vision of a care company that does what the name suggests… it cares. It puts the person and their family at the centre of everything they do.

She has undoubtably achieved this.

We wish Elly and Lyn all the best for the future.

Award Version

Outstanding Customer Care in Action. A Case Study

Introduction

This case study demonstrates how outstanding, relationship-led customer service transformed the experience of a 92-year-old client and her family.

When Elly, a once active and independent lady, lost that independence, caring for her became all-consuming for her daughter Lyn. Such a huge life change had an impact they couldn’t have imagined. But Enable and Support stepped in and helped these two people to find themselves again.

Meet Enable and Support.

Enable and Support are a care provider in Newhaven, East Sussex. They provide care for elderly people in their own home, keeping them in the place they love to be.

The company is run by Managing Director Grace Hanley and Registered Manager Amanda Nahoor.

The company values are built on kindness and quality, person-centred care. With the promise of providing a level of customer service that always goes above and beyond for their clients.

The Challenge.

Elly, now 92 years old, has lived a full and interesting life. She was always very active. In fact, she was still skiing and rollerblading into her 70s! She has always been in great health. When her husband became ill, she nursed him until he sadly passed away in 2014.

In 2020, Elly had a fall and broke her hip. This caused her long-term difficulties with her mobility. A once active and independent woman suddenly found herself unable to drive or to do the activities she had always enjoyed. For the first time, she was having to rely on others.

Elly’s daughter, Lyn, recalls how her mother would mask the fact that she was struggling at home on her own. In 2025 Lyn retired and was looking forward to spending more time with her Mother. She imagined that they would go on holidays and fun days out together. The reality was very different.

When Lyn started to see Elly every day, she realised how much she was struggling and how her mental health had deteriorated. She wasn’t eating or drinking enough. When she did eat, she was having the same meal at all mealtimes. Lyn took her to the GP, who prescribed antidepressants.

Lyn felt like her mother’s carer, rather than her daughter. This was not only affecting Lyn and Elly’s relationship, but also Lyn’s relationship with her partner and friends

The time she spent caring for Elly meant she and her partner lost their meal times and evenings together. When Lyn met up with friends, she would inevitably get a call from Elly, asking to see her or help her to bed. Meaning Lyn left social events early, or stopped going all together.

Enable and Support Stepped In, with Outstanding Customer Service

When Lyn began contacting care providers, she was discouraged and frustrated. Conversations with the care providers focused on payment terms and limitations and restrictions. One provider stated that overnight care was possible, but Elly “could only get up once.” Others could not guarantee consistency in carers.

She felt the care providers were impersonal and that her Mother would be just ‘another client’ to visit.

Her experience changed when she spoke to Amanda at Enable and Support.

Rather than leading with contracts and conditions, Amanda began by asking about Elly as a person. She asked about her history, personality, routines and concerns. Lyn recalls that Amanda was “brilliant” and that, for the first time, she felt someone was genuinely listening.

This immediate shift from transactional, to relationship-led communication, demonstrates Enable and Support’s core customer service principle of people before process.

Personalised, Inclusive Assessment

Amanda arranged a home visit and ensured that Elly was fully included in the conversation. Despite initially resisting outside help, Elly agreed to twice-daily visits during Lyn’s holiday.

This was a significant decision for someone so private and fiercely independent.

This early acceptance reflected the trust built through respectful communication and inclusive service.

Proactive Service Review

After the first week of care, Grace personally called Lyn to review how the support had gone. The call lasted 40 minutes.

This was not a quick courtesy check-in, it was a detailed review focused on reassurance, feedback and openness to improvement.

Lyn was left feeling that Grace and Amanda genuinely cared about her Mother’s wellbeing and wanted to provide the best level of care and customer service.

Continuity and Relationship Building

Enable and Support ensured that only a small, consistent team visited Elly. Carers were matched carefully based on personality and interests, enabling genuine relationships to form quickly.

Within a week, Lyn returned from holiday to what she describes as “a different woman.”

Elly was brighter, more engaged and eager to talk about her week. She later told Lyn:

“They don’t see me as someone who needs help. They just see me as someone who’s had an amazing life.”

By getting to know Elly as an individual, Grace and Amanda used her stories and interests to connect with her, building a friendship. They talk to her about things they know she is interested in and do baking with her.

Other members of the team are proactive in showing Elly new things. Rather than keeping on Radio 2, they have been watching the Winter Olympics with her, allowing her to see sports she’s not seen before. Even showing her appropriate reality TV, keeping her updated with fashion and beauty trends.

These can seem like small details, but they are examples of the team making a conscious effort to stimulate Elly, to keep her mind active and feeling present in the modern world.

Flexible, Client-Led Growth

What is particularly telling is that Elly herself requested an increase in visits.

Care expanded from short-term holiday cover to:

One hour, three times per week
Then two-hour visits
Now two hours, three times per day, five days per week

This progression was entirely driven by Elly’s comfort and choice, demonstrating trust earned through exceptional service.

Going Above-and-Beyond

Enable and Support have demonstrated their willingness to help beyond the scope of their care contract. They not only care for Elly, but they support Lyn too.

They give her advice and make her aware of other external help that is available. Amanda has done referrals on Lyn’s behalf and has made many phone calls and emails, chasing service providers and local authority services.

Referrals have been done to services that Lyn wouldn’t have otherwise known were available, such as the Occupational Therapist and the Memory Team.

Using their experience and expertise in this way has further enhanced the support the family are getting. It has helped to spread the load for Lyn, giving her more time and energy to focus on her Mother and herself.

Elly’s journey…

Six months ago, Elly was withdrawn and prescribed antidepressants. She didn’t have anything to look forward to and could only focus on all the things she used enjoy that she now can’t do.

Enable and Support have changed that.

A ramp is being put to her door. This means the carers can take her into the garden, which used to be her passion, and take her for trips out so she gets out of the house more.

Quotes from Elly:

“They don’t see me as someone who needs help. They see me as someone who’s had an amazing life.”
“I’m talking again. I’m telling my stories.”

“I like that they are punctual. They’re interested in me and they don’t rush me.”
“They lift my mood. I feel safe when I’m with them.”

Key takeaway

Within just 6 months, Enable and Support transformed a reluctant, lonely and depressed client back into the happy, engaged and confident woman she had previously been. Someone now willing to accept help, while keeping her dignity, identity and sense of purpose. While also restoring her daughter’s wellbeing and family relationships.

This was achieved not through clinical intervention alone, but through proactive, consistent, person-centred customer service.

Proactive, Inclusive communication
Flexible, bespoke service
External advocacy beyond contracted obligations
Support to the whole family
Respect for dignity, identity and independence
Genuine engagement and investment in their client

What Lyn Says About Enable and Support

“The thought of someone else looking after Mum while I was away was hideous. I was worried in case things weren’t done right. I mean, who else will look after your Mum as well as you would? The answer is Enable and Support.

From the moment I spoke to Amanda on the phone, I felt comfortable with them and the idea of getting them involved in my Mum’s care. From the very first conversation, I could tell that they genuinely cared and were invested in Mum, and us as a family.

When I got back from holiday, I saw a different woman to the one I’d left. She was brighter, engaged and had things to say. It was like having my Mum back.

Since then, Grace, Amanda and the rest of the team have been absolutely brilliant.

They got to know Mum very quickly and cleverly. Grace tapped into my Mum’s love of cooking and used this to bond with her. I get sent photos of cooking they have done together. Mum always has a huge smile on her face.

Amanda talks to her about her children. Mum has been all too happy to give her parenting advice.

As a team they play games with her and talk to her about her life. They teach her new things and give her new experiences. For example, when I go to her, I always put on Radio 2. But the carers have been putting on the Winter Olympics, so she’s seeing sports she’s never seen before. They’ve even put on appropriate reality TV to show her what lip enhancement is.

Communication is better than I could have hoped for. They were proactive in setting up a diary so that they and I could leave each other notes for updates. And they put a whiteboard in the kitchen. They use this to leave reminders for Mum so she doesn’t forget things.

They have made me aware of other support we can get from the local authority. Like a profiling bed so Mum can sleep better and safer. Not only has Amanda told me about these things, but she has done referrals and applications on our behalf. She’s then made follow-up calls too.

These are all things that they don’t have to do and aren’t included in the care package. It really shows how genuine they are in their care and support for us as a family.

I wouldn’t cope without them now. We would be surviving rather than living. I feel better in myself, my relationship with my partner is back to normal and I can enjoy a social life again. Knowing Mum is safe, happy and looked after. And the fact this is all in her own home makes it all the better.

Enable and Support feel like an extended family. If anyone is looking for care, they are just stunning.”

Enable & Support

Project Type: Case Study

Website Version

Award Version

Project Type:
Case Study