Home Care Providers Owned by Hales Group Ltd in North East Lincolnshire

They don't deserve the poor review score.

Strange company. Carers are great but the office never returns calls and doesn't seem to be organised. Can be in the past a bit vindictive, i.e. a while back we had to ask to stop sending male carers. Then we got nothing but male carers. One night a female carer came and was ordered out over the phone, a male carer came later. Sorted now but took social services intervention to get it sorted. Very strange company.

A first-rate service.

Not good enough, my mum's (88yrs) half-hour call is between 0830-10am. Yet again carer came far too early and had to send her away. Mum was in tears this morning and distraught at being disturbed and asked is she getting up. This is a regular occurrence for a service we pay for. Footnote. We pay for half an hour, strip wash and dress. Not 15 minutes of dampening a flannel and handing it to mum.

I called the Grimsby office last night at approximately 7:10 pm to enquire about the time of my mum's next call, as her tea time carer had arrived late. The lady that answered my call was initially fine but knew nothing of my mum and it took me quite some time to gain any information from her at all. I expressed some concern about my mum's situation and asked her to provide me with my mum's local branch number. At this point, she simply told me to "Google it"! I again tried to explain that my mum needs to take her medication at regular times and was told by this lady to "Be quiet"! At the end of the call, I asked for her name, but she refused to give me her name (for obvious reasons) and hung up on me! This situation is completely unacceptable. A client's relative should not be spoken to in this manner when expressing genuine concerns relating to the care of their relative. Little wonder that so many complaints are being made against this care provider!

This is not care provision. The majority of carers are very nice people under an immense amount of pressure it seems, from their employers. They have timetables to adhere to which are most certainly not adhered to. When you are providing a paid for service to care for elderly people who are most vulnerable in their own home and reliant on the service that is promised, they, and their families expect the service as per the paperwork given to them by this shambles of an organisation. They don't expect consistently to be late, the timetable to be ignored, to be told you will be called back and are not, to have the phone unanswered, and when you are asking to be put through to the relevant person the phone disconnected. Maybe look up Customer Service.

A lady that I help locally has been through a very difficult time recently following a period of ill health and the death of her husband. Hales carers have been a great help and genuinely caring for her. They moved visit times around to suit her and even supported her with the day of the funeral. Really friendly and accommodating people.

Would never recommend this company, in my opinion, it's not a good nursing agency at all! We have had a bad experience with them in which staff at the office not helpful and being cut off 3 times and no one tried to contact me regarding my concerns.