Black Swan Care Group wins Customer Excellence award

Founded in 1991, Black Swan Care Group began as a business consultancy for the care sector. Its first care home, Nightingale Lodge in Hunstanton, was purchased in 1994.

Since then, the group has grown across East Anglia, now managing 22 care homes, with 10 in Norfolk. The group is registered to support nearly 750 people, with more than 900 staff employed across the homes.

High quality care is a key driver for Black Swan, demonstrated by all 22 homes being rated as good or outstanding with the Care Quality Commission.

Homes are motivated to embrace and welcome their local communities, and residents are supported to continue to visit local shops and cafes. Members of the local community are invited to enjoy open days, dementia cafes, groups and fundraising events at the homes.

For the second year running Black Swan Care Group has been rated as one of the top 20 care home groups in the country by the renowned care home review website carehome.co.uk.

The judges said that the group “offers a truly customer-focused, personal service for its clients”, and praised the ways in which it tailors support to suit each customer’s individual needs.

They said that it is “placing customers at the heart of its strategy and then consistently delivering an excellent service through its training offering”. They added that “numerous examples of going the extra mile” made Black Swan “a worthy winner” of the award.

The group’s managing director Tom Lyons said: “It’s absolutely amazing to win. This award is dedicated to all of the work that our staff do every day to help those who are most vulnerable in our society. I have no doubt we’ll continue to progress and flourish in terms of how we present our care to our residents.

“I’ll be taking the award round our homes and sharing it with the staff who’ve earned this award.”

The finalists

Crane Garden Buildings

Starting as a DIY shop in the countryside, Crane Garden Buildings in Narford has a wealth of knowledge and expertise behind it.

The judges said the company’s “emphasis on customer satisfaction at every stage, combined with its robust training and environmental sustainability initiatives, makes for a well-rounded and impressive submission”.

Hadley & Ottaway

Watton-based removals and storage company Hadley & Ottaway was established in 1928 and provides a range of high-quality services tailored to residential and commercial clients, including local, national and international removals.

The judges praised the firm’s dedication to “personalised service, environmental sustainability and community engagement”.

Shred Station

Shred Station launched in Norfolk in 2008 with a single mobile shredding truck.

The business now has depots across the UK, a fleet of more than 100 vehicles and 170-plus members of staff.

The business was commended by the judges for “showcasing a strong alignment with customer needs, innovation in response to feedback, and a solid focus on sustainability”.

To find out more about all of this year’s winners, please click here.

For updates on the EDP Business Awards 2025, visit edpbusinessawards.co.uk