Over the course of seven years, Glasgow-born husband and wife team, Suhail and Tasnim Rehman, have opened a chain of five Home Instead franchises in Scotland. This success story started when Suhail, then a director of a global software company, decided to leave his job, sell his shares and look for a new business opportunity.
Having already been involved in several fast-growth start-ups, Suhail didn’t want to take the risks associated with this type of business. Instead, he decided to explore possible franchise opportunities. He explains: “Franchising isn’t as big in Scotland but I knew it was the answer for me. I wanted a proven business model, not risk. I’d looked at all kinds of franchisors from Domino’s to Pizza Hut when a friend suggested homecare.”
He continues: “With society’s ageing population and Scotland’s personal care funding changes, I could see that there was a potential market opportunity for private homecare companies that could provide quality and choice.” He soon came upon Home Instead, recognised as Scotland’s top homecare provider by leading independent review website, homecare.co.uk.
Suhail was impressed by the company’s approach and philosophy. He observes: “I can honestly say that there’s no selfishness in this franchise family – instead there’s robust support in any area where you need it in order to succeed. Plus, there’s a genuine spirit of willingness to share ideas and best practices right across the network.”
He opened his first Home Instead franchise in Glasgow North in 2014. Tasnim soon saw the success of her husband’s franchise and the difference it was making to people’s lives. She therefore left her job in retail and opened the Glasgow South office in 2016, becoming Home Instead’s fourth Scottish franchisee. Meanwhile, Suhail was already on his way to achieving a £1 million turnover business at Glasgow North.
Tasnim’s office grew rapidly and was profitable within 12 months. Encouraged by the success of the two franchises, the pair opened three more – Stirling and Falkirk in 2019, Perthshire in 2021 and South Ayrshire, also in 2021. By this time, the group was achieving an EBITDA of around 18% on revenues, reaching some £5 million in 2022.
Suhail now sits on Home Instead’s Franchise Exchange Council (a forum for exchanging views and planning future projects) and Marketing Exchange Group (which informs local and national marketing and PR activities and was key in driving the first Home Instead TV campaigns). He’s also a coach and mentor for fellow franchisees. He’s developed a ‘high-growth workshop’ that advises others in the Home Instead network on how to grow their own multi-unit franchises.
Meanwhile, the group of five franchises is continuing to develop new initiatives. Although the core hourly care offering will always be the focus of their operations, the new services they’re developing include a ‘stand-alone’ live-in care offering with its own dedicated team of care managers and live-in Care Professionals. There’s been a rapid increase in demand for live-in care since the onset of the pandemic.
The group’s success hasn’t been at the cost of quality – far from it. The franchises have achieved the ultimate recognition from the Care Inspectorate, being rated Double 6 (excellent) for the quality care and support they provide to their clients. Fewer than 2% of providers in Scotland achieve this standard. The five territories now employ over 300 people, including 30 office staff. They all place a strong emphasis on excellent customer service, great leadership, integrity, passion and, most importantly, fun. It looks as if they will continue to go from strength to strength in the future.