Home Instead Franchisee Case Study Feed

Last updated: 07-December-2021

Home Instead multi-unit franchisees going from strength to strength -


Name: Suhail and Tasnim Rehman
Location: Glasgow North, Glasgow South, Stirling & Falkirk
Franchise: Home Instead Senior Care
Date launched the franchise: Glasgow North (2014), Glasgow South (2017), Stirling & Falkirk (2019)

Can you tell us a bit about yourself and what you were doing prior to buying your Home Instead franchise business?
Suhail was born and bred in Glasgow. After gaining a degree in Aeronautical Engineering from Glasgow University, he worked at BAE before moving to other sectors and prior to Home Instead he was a former director of a global software company

Tasnim was born in Edinburgh and has had a successful career in retailing, working with a number of global brands including Chanel.

Can you also tell us about the franchise/s you have bought?
Suhail bought the North Glasgow franchise in 2014, having sold his company. When Tasnim saw the difference that Suhail’s franchise was making to older people in their local community, she realised that she also wanted to become a franchise owner - and joining him in the venture seemed the perfect choice. She subsequently bought the Glasgow South territory in 2017. Two years later, the couple decided to expand their business interests even further, and added the Stirling and Falkirk franchise to their portfolio.

Why did you go down the franchise route? What made you choose the senior care industry? And why did you choose a Home Instead franchise?
Suhail was looking for a new opportunity after selling his company. He was aware of the high failure rate of conventional start-ups and soon realised that franchising was the best solution for him. His voluntary experience in the care sector introduced him to the Home Instead Senior Care concept. He was impressed by its unique business model and working ethos.

How did you raise the finance?
In terms of the Glasgow North franchise, Suhail had already sold his own company enabling to fund the franchise. Because of the success of their first franchise, it then helped them towards the funding for their second franchise when Tasnim made the decision to join the business.

What training and support did you receive initially and ongoing?
Home Instead Senior Care provides an initial 180-day bespoke support package and training for new owners, focusing on the specific needs of the franchise owner. The Business Performance Team then takes over ongoing franchise support. The company has also developed a bespoke award-winning training programme for providing care to people with specialist needs, such as Alzheimer’s or other dementias. Support is also readily available from the wider network of franchise owners who meet regularly.

Suhail comments: “When you first set up any new business, it isn’t easy. However, the support and training we receive from Home Instead, as well as from other franchisees, has been exceptional and this has been ongoing since day one.” Tasnim adds; “We were both blown away by the Home Instead team; the passion they showed for caring for seniors; their professionalism; and the support they offered.”

How would you describe your day-to-day role as a franchisee?
Suhail has been able to use his background in finance and business to focus on the more strategic aspects of the franchise, whilst Tasnim is very much a ’people person’. She works closely with staff, clients and family members to ensure that clients are receiving the best possible care and to support her wider team. She says, “We really do love what we do, each and every day.”

What challenges have you faced?
In Scotland, there is an ageing population and a huge demand for quality, home-based care. This therefore represents a potential market opportunity for private homecare companies that can provide quality and choice. One of the key challenges for Suhail and Tasnim was finding professionally trained and reliable people from all backgrounds to become CAREGivers. The couple have now successfully built up teams of CAREGivers chosen for their empathy, compassion and reliability. Suhail and Tasnim make the promise: “We will only deliver home care services that we would be happy for a cherished member of our very own family to receive.”

Has becoming a franchisee changed your life, if so how?
“With our wonderful management team in place running our franchises day-to-day, we now have much more freedom,” says Tasnim, Yet we are still very much part of the business, and we wouldn’t want it any other way.”

What is the most invaluable piece of advice you could give someone looking to buy their first franchise? 
Suhail says: “Carefully explore the opportunities that are out there, and make sure you have transferable skills for the franchise you choose and that you will be supported by a good franchisor. You really want to enjoy what you do, and not feel out of your depth, running a franchise business should be a wonderful experience where you will grow, knowing that you are not on your own”

In your opinion, what makes a successful franchisee?  
Suhail observes: “We really wanted to make a difference - we’re driven by our desire to enrich our local communities. Franchising also offers a great, less risky way of becoming your own boss, if you choose the right franchise, of course! Thankfully, we did! Home Instead is the No 1 franchise in the UK and the No 1 most recommended care company – what more can we say?””

What are your plans for the future?
The couple plan to keep building upon their current success. Suhail enjoys the challenge of building businesses and the couple will continue expanding their ‘small network within a larger network’ of successful franchise territories.

If you had to do it all again, what would you do differently?
Over the years we have built up fantastic management teams in our offices. Not all our appointments had previously been successful but we now have a great organisational structure and dedicated key players in place. Had we anticipated the growth we were going to have we would probably have made these key appointments at an earlier stage.

Find out more about a Home Instead franchise opportunity

Interview with Service Leaver Franchisee of the Year finalist, John Kirk -


Franchisee: John Kirk
Territory: Swindon & Vale of White Horse
Franchise: Home Instead Senior Care

Tell us about the highlights of your service history

I was privileged to have a full and successful career in the Royal Air Force, serving for 23 years – initially for five as an Air Traffic Control Officer with the balance as an officer in the RAF Regiment. I was fortunate to deploy to most of the active theatres of operation that characterised the period of my service including the Falkland Islands, Central America, Europe, the Balkans, Northern Ireland and the Middle East. I retired from the Royal Air Force in 2002 having risen to the rank of Wing Commander. I’m married and have two sons aged 24 years and 21 years. My family ‘followed the flag’ for almost all of my service career.

What did your civilian career first look like?

When I first entered the civilian job market, I worked as a Branch Manager for Waitrose following a period as a management trainee. After three years, I resigned and moved to a company providing residential nursing and dementia care.

I first heard about franchising many years ago. A colleague in the RAF Regiment left the service and became an extremely successful franchisee. He told me successful franchisees followed the systems and processes set out by the franchisor – that’s exactly what he did.

Having worked in a corporate (and for the MOD), I wanted to have more control over the day-to-day operational and strategic investment decisions that affected me. Owning my own franchise seemed to be the ideal solution.

What due diligence did you undertake as a prospective care franchisee?

I already had some experience of working in senior care and wanted to set up a business close to my home. I researched all the major franchises in the domiciliary care sector and Home Instead Senior Care was the one whose values and ethos resonated most closely with my own.

I was really impressed with the franchisee recruitment process which allowed both parties sufficient time for dialogue and research before making a commitment. I opened by Home Instead Senior Care territory in Swindon and Vale of White Horse four years ago.

How did you fund your Home Instead franchise?

As most people who work for the Government for a long time will know, you don’t get rich in the Armed Forces. Home Instead helped introduce me to funding banks and I was able to get a bank loan to fund the majority of my franchise fee and working capital. The rest was provided from savings.

Why do you think franchising suits former Armed Forces personnel?

In the Armed Forces you learn to follow successful processes but in every serviceman or woman there is also the ability to show that spark of initiative – an entrepreneurial spirit if you like. Nothing frustrates a serviceman or woman more than being accused of only being able to follow orders!

The complexity and ambiguity of modern warfare means that yes, there is a plan to be followed, but every man or woman down to the lowest level needs to be able to take decisions independently to exploit unexpected success or to react when things go wrong.

This ability to follow a process and show initiative along with strong leadership and people management skills make ex-Armed Forces people ideal franchisees.

What is a typical day like for you as a franchisee?

There really is no ‘typical day’. I could be out networking for new business or attending one of the many groups where I seek to have influence. In the office, I take the lead on sales and marketing as well as ensuring that we are compliant from a regulatory perspective.

We are a people-driven business and so recruiting, leading and encouraging the team – be they in the office or delivering care in the field is an important feature of every day. I love the variety that our service brings to my working life.

What challenges have you had to overcome as a Home Instead franchisee?

I’ve experienced the normal ups and downs of running a business. In contrast with working for someone else, it always feels very ‘personal’ and you get more emotional about the highs and lows. The support from my franchisor and the National Office team has been excellent and I always feel able to seek their wise counsel when I need to.

Has becoming a franchisee changed your life, if so, how?

Absolutely! I have a freedom – both in decision-making and lifestyle that would never have been achieved had I remained working for a corporate.

What makes a successful franchisee?

Someone who’s ready to put in the ‘hard yards’ and follow the proven franchise systems. Over the time I’ve been a franchisee, it’s those who try to ‘reinvent the wheel’ that fail to realise the expected returns.

Would you recommend franchising to other ex-servicemen or women?

Franchising provides sufficient structure along with proven systems and processes for an ex-serviceman or woman to feel in familiar territory. There are lots of corporates who fail to recognise the transferable skills of those leaving the Armed Forces.

Franchising allows service leavers to move straight into the commercial sector without having to endure the sometimes misguided recruitment processes of the less enlightened companies.