Anne Downey

Laying the first building blocks of a Right at Home business and getting it off the ground to a point where it is trading with healthy sales and Client enquiries takes commitment, determination and resilience, and Anne Downey’s story is a case in point.

After purchasing RaH Nottingham North in November 2021, Anne, like most Franchise Owners in our network, has faced several challenges, from adapting to what can be a highly pressurised managerial role, with responsibility for vulnerable people’s welfare, to recruiting and retaining quality staff to meet demand and grow the business.

But with a strong work ethic and faith in RaH’s proven model, not forgetting the huge rewards that come with making a positive difference to people’s lives, Anne has learnt how to overcome these obstacles and is now on the road to success.

“It’s been a steep learning curve,” says Anne. “But like any RaH franchise, we’ve had to build solid foundations to be successful long-term. That’s now paying dividends because I’m now able to step back and think strategically about the direction we want to take the business and how to grow.”

She adds: “It’s a wonderful sense of achievement to think that where our services didn’t exist before, there is now a Right at Home franchise based in the middle of the Sherwood community, and we created that.”

In the beginning

Anne grew up in South Wales and moved to Nottingham with her husband Dave in the late 80s. From there, she pursued a career in law, studying part-time while working for a chemical company.

She then spent 30 years working at Nottingham Law Centre, dealing with human rights issues and welfare rights, and eventually becoming a Housing Aid Solicitor.

“I was handling situations that were very difficult for people,” she recalls. “I could be that person who could remain calm and steer them through their options and choices and it was very rewarding.”

But as much as Anne enjoyed her job, she longed for a change in direction.

“I was doing the same thing day after day, with more and more cuts coming from central government. We were sticking a plaster over the issues, but the actual problems weren’t getting resolved,” she explains.

Caring for mum

Anne’s motivation for entering the care sector is atypical of other Franchise Owners in the network - most are determined to drive change after struggling to find quality care for their loved ones. But for Anne, the opposite was true - she was inspired by a positive experience she had when the team at Right at Home Bridgend cared for her mum.

“My mum, Mary, who is now 94, lived with both my sister and I during the pandemic. As restrictions lifted, she wanted to go back to South Wales, where she had lived for 60 years, but we were concerned because her health and cognitive skills had deteriorated,” Anne explains.

Balancing act

Anne had several meetings with National Office and received New Owner Induction Training before collecting the keys to her RaH business.

“Kate [Dilworth, Head of Network Development] was just brilliant. I was quite nervous making that first call to National Office, but she guided me through everything,” she recalls.

Anne continues: “Lynette [Waller, Head of Quality and Compliance] and Sharon [Scully, Head of Business Support], were also extremely helpful, I can’t fault the support they gave me.”

But as much as the National Office team guided Anne in the right direction, providing the systems, branding, and support to help make her business a success, the hard work had to come from her.

“The unexpected happens all the time, so you have to be resilient,” she says. “Last summer, we sadly lost four Clients in the space of a couple of weeks. That was emotionally challenging in itself, but we also had the mental challenge of retaining our valued staff after losing 150 hours of care virtually overnight.”

Anne adds: “We’re continually trying to attract new Clients and making sure we’ve got enough hours for the team. It’s a balancing act. Initially, I delivered a lot of care myself, but I don’t think that’s a bad thing because the team know I’ve been there, and I can appreciate the big responsibilities they have.”

Turning a corner

After facing early challenges, RaH Nottingham North has recently turned a corner and is on track for growth, thanks to the recruitment of a strong team of back-office staff and highly trained CareGivers.

“There was definitely a turning point when Sarah O’Connor, my current Registered Manager, joined us about eight months ago,” says Anne.

“Unfortunately, I’ve had two Registered Managers who didn’t work out so well, but Sarah is a breath of fresh air. She’s so professional and dedicated to her work.

“Also, after about a year of operating, the team had grown and were becoming more and more experienced, and those bonds were forming with their Clients.”