Hales Group Ltd in Tyne & Wear | 2 Home Care Providers

Review of
Hales Homecare Gateshead
from J W (Mother of Client) published on 12 January 2026 Submitted via Website • Report

Overall Experience

Been putting off reviewing this service, since we stopped their visits in 2025, and were told that they were no longer being commissioned in our area.
But since my complaints and concerns raised with CQC and local authority have not been actioned properly, I thought it would be best to alert other

potential service users..we had similar experiences to other reviewers with medication mix ups, unsafe moving and handling practice and failure to report safeguarding concerns, when we complained, the line manager at the time raised 3 malicious allegations againsts myself. Only found out by doing multiple DSARs with LA and Hales HQ. The report logged that my son was aware of the allegations and that safeguarding being put in place but this was not the case as they had incorrectly logged him as being learning disabled and not having capacity. In addition the line manager would not speak with my son directly and refused to use the relay UK service he relys upon.

Reply from Francesca Barnes, Head of Quality & Workforce Development at Hales Homecare GatesheadThanks for taking the time to share your feedback. We're disappointed to hear that you remain unhappy with aspects of the service provided in the past. While it is not appropriate to discuss individual circumstances publicly, we can confirm that all concerns raised at the time were fully reviewed through the appropriate internal & multi-agency processes. These investigations concluded over a year ago, & were not fully upheld. As a regulated care provider, we are required to follow statutory safeguarding procedures whenever concerns are identified, & all actions taken at the time were in line with those legal & professional responsibilities. We remain committed to delivering safe, respectful and person-centred care, & we continually review our practice, communication systems & staff training to ensure high standards across all services. While we value all genuinely factual feedback, aspects of your review don't fully reflect the service standards & improvements we consistently deliver.

Staff
Care / Support
Management
Treated with Dignity
Value for Money

Review of
Hales Homecare Gateshead
from A F (Daughter of Client) published on 24 July 2025 Submitted via Website • Report

Overall Experience

Absolutely terrible service. Not given correct dose of medication on more than one occasion. Carers ( I use this loosely) very abrupt, uncaring, lack of conversation and empathy. 30 minutes but always out the door within 17 to 20 minutes. If they treat people like the way they have for my mam I fear

for the dementia patients they go to.

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Homecare GatesheadThank you for sharing your feedback with us. We take your concerns seriously and are currently looking into this matter. As always, our priority is to ensure the wellbeing and satisfaction of those we support. A member of our team will reach out to you, or you can email us at quality@halesgroup.co.uk

Staff
Care / Support
Management
Treated with Dignity
Value for Money

Review of
Hales Homecare Newcastle
from S H (Client) published on 2 April 2025 Submitted via Website • Report

Overall Experience

A terrible company, with poor management.
I've been with Hales Group Newcastle since May 2024 and definitely wouldn't recommend them to anyone remotely vulnerable or unwell.
Their carers are poorly trained, don't always complete tasks and are not at all empathetic or caring (as carers are supposed

to be!). If you report issues to management, they will ignore you for months. When you finally get exasperated enough to formally complain, the company will attempt to discredit you, deny any wrongdoing and carers will suddenly start writing untrue statements about you in their care notes. Management also lie constantly. For example: Hales Group are supposed to be fulfilling a care package paid for by the Council, consisting of 1 hour domestic duties and 1 hour of personal care. Only, for the first six months they refused to provide any personal care, claiming "We don't do that". They're now attempting to claim I refused any personal care and it wasn't in my care plan.

Reply from Irene Amarante, Digital Media & Marketing Manager at Hales Homecare NewcastleThank you for taking the time to share your feedback. We take all concerns seriously and are committed to providing the highest quality of care.We are aware of the matters you have raised and are currently conducting a thorough internal review in line with our complaints process, following communications between yourself and our Central Quality Team. Our priority is always to ensure the best possible care and support for those who rely on our services, and we encourage open communication in addressing any concerns. If you would like to discuss this matter further, please reach out to us directly and we would be happy to speak with you.

Staff
Care / Support
Management
Treated with Dignity
Value for Money

Home Care Providers Owned by Hales Group Ltd in Tyne & Wear

Hales Group Ltd Locations in Tyne & Wear (2)

Hales Group Ltd Reviews in Tyne & Wear (3)

Hales Homecare Gateshead

Hales Homecare Gateshead

Hales Homecare Newcastle

Awards / Recognitions (0)

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