Home Care Providers Owned by Care At Home Group

My husband received care after being discharged from hospital. After initial assessment with an extremely nice person he was assigned 2 carers 2 times per day. They were very attentive to my husband's needs and we found them very kind and caring.

Care at Home has provided services to my Mum for the last 9 months. Some of their carers really are excellent and cannot be faulted. However, some of the carers really are awful - not properly trained and not at all caring. Added to this, is the lack of continuity of care - we must have had at least 40 or 50 different carers in the last 9 months - the bad time-keeping and numerous other serious issues, I can only give this company the worst possible score. This company has no place in caring for vulnerable people. They are an absolute disgrace and it saddens me that they are the 'go-to' company for care for the council. They take on contracts without sufficient staff to cover the calls. Their staff turnaround is huge which says a lot. They say they take issues on board but they don't. I have a word limit here so can't list all issues but they will all be reported to the CQC. If you can avoid using Care at Home, do so.

My experience of Care at Home Group has always been very positive. My young son has complex and challenging needs, so having someone else to take care of him outside of myself or his specialist school was anxiety-inducing, to say the least. From the moment I met the complex registered manager at my home, I felt at ease. She is very professional, understanding and caring. I have also had the pleasure of talking with the RGN nurse on telephone conversations and she is exactly the same. They are both a credit to Care at Home Group. In a world where getting the appropriate care and support for your SEN child is a long, hard, and exhausting battle, this has been the light. I know that the carers, three in particular are going to meet all of my son's needs. They reassure me that they will do their utmost to accommodate us and they absolutely have. They are a great support and provided us with a lifeline. I will continue to use their service and have no hesitation in recommending Care at Home Group.

I find that when I need to contact the office, I find them very civil and responsive. We initially did not have the carers coming at the time that was most suitable for us but we were promised that as soon as they could, they would solve the problem. They truly did.

This agency has made my life hell since they took my contract in Apr 24. My contract was for 2 calls a day, 8am and 8pm for 1 hour each call. It was also stipulated in my contract that I needed to have a regular care worker because my children don't like strangers being in the house. I've rarely seen the same person more than once. The morning call turns up any time between 6am and 12pm and the evening call any time between 4pm and 10pm! 90% of them can't speak English and are unable to communicate, they only stay for 40 mins each call, they rarely get more than one task done. They are rude and disrespectful and turn up smelling like they've not bathed in months. The office staff are completely useless and do nothing to help. It's not just clients having issues either, I know that they are not paying staff, they are lying about members of staff's names due to complaints, they are abusing vulnerable clients and not providing care because they are unable to complain. They are a liability.

Excellent communication between carers and service user. Also communication app very useful for family.

My dad required homecare after discharge from hospital. Used Care At Home Group Wirral and I have to say how fantastic the service was. Care was arranged extremely quickly and the member of staff who did the assessment was very professional and friendly and made us feel at ease. They identified what my dad required and sent first carers in that evening. Dad needed 2 carers for each visit and couldn’t praise them enough. The carers were excellent and helped us through a very difficult time. They were respectful, knowledgeable and made Dad laugh. I would definitely recommend this company to anyone looking for at home care.

Care at Home Group Complex has looked after me since August 2023. I receive care every day for 10 hours a day and 95% of the time I receive my allocated hours. The other 5% covers sickness of staff and travel time for staff due to public transport, weather and road works. Which is explained and expected. Overall, my experience with the company has been positive. This service gives me a new lease on life and the support I need to achieve new goals and maintain a good quality of life. The support staff I have in are supportive, kind, and caring and nothing ever is too much trouble. With having no family and no support network the support staff that are regularly here on my package help with my pets as I am unable to do this myself which I appreciate as they are all I have. The management that was in the office when I first came over to this service is no longer here but the management that we currently have are reaching expectations and trying to improve this service.

Concerns are disregarded by the registered manager. The majority of the carers are good, but management is dreadful. Look elsewhere. We use another Wirral care company who are excellent and we will be sticking with them for all our calls from now on.

Do not use! The carers themselves have been very nice and hardworking, however, the organisation has been horrendous which has caused my parents nothing but stress. I tried to contact the manager but she has left apparently, I spoke with the new care manager who wasn’t remotely interested and terminated the call rather than trying to address the issues.

Visits missed, carers standing around doing nothing. Not what we expect.

From day one the care was very hit-and-miss. Calls were missed meaning my 95-year-old father would go 14-plus hours without food/drink. I wouldn’t have been informed this had happened but found out by chance. One day a carer missed my father’s lunchtime call but logged onto the app and wrote that she was with my father, she wasn’t, I was! This was a complete false entry. The carer was relying on the fact my father wouldn’t remember. I was shocked someone could be so deceitful and callous. How many times has she done this? I contacted the office to report this but they didn’t seem to think it was a problem. Communication is terrible, staff don’t seem to have any information on the person they’re visiting. Tablets left out despite being reminded he has to be watched taking them. They promise calls at certain times but very rarely kept to, not missed by half an hour but by over 3 hours. Sometimes staff would visit at 9.30 give breakfast, and come back at 11.30 for lunch call! This company is chaotic and badly run.

No one has the courtesy to ring and tell us anything and new staff who turn up have had no training and we have to show them what to do. Carers are given no travel time so are always late. My dad’s carer is supposed to come at 8.30. They actually come anywhere from 7am to 11am. With no contact. Sometimes they just don’t turn up. It means I have to get him up most mornings myself rather than work. They are totally unreliable and you really can’t depend on them. At weekends they don’t answer the phone. Constant excuses from a revolving door of new managers. Avoid this branch at all costs.

My mother-in-law has been with Care at Home for quite a while now, the staff and carers are lovely. There is however a massive communication problem as a lot of Carers (usually the evening staff) cannot speak clear English. My Mother-in-law went into hospital before Christmas (prior to this we were looking to change companies due to late calls), on discharge we were told we were having Care at Home again. She is on maximum care now as she is blind, has no mobility and has severe arthritis, plus a catheter, I’ve explained so many times in the past that she can’t be left more than 4-5 hours between calls due to the catheter becoming full. They’ve listened, understood but she’s left again and again. Tonight for example she was left from 12.30 pm until 7.50 pm! Disgraceful, no dinner, catheter full to the brim and my mother-in-law in tears, she is 91 next month. If this company hasn’t got the staff to do the calls don’t take on the contract it’s simple!

More care could be taken in putting the night time pad on as every morning the client's nighty is wet.

I have received very good care overall from Care At Home and same staff and elements of care are excellent. The carers are friendly and are observant to my needs, communicating any concerns to my wife, so that they can be acted upon. More experienced staff offer good advice and are sympathetic in difficult times. Staff are chatty and interested in my life, whilst being efficient in their work. Some staff contact us if they are running late, which can happen. Management adapt to accommodate events in our life without fuss.

This agency has been providing care for my grandmother for months. I have raised my concerns to the deputy manager to only be told that I'm being listened to and lessons will be learnt and she will pass my concerns to the team manager. Many of the carers that attend don't speak English. She regularly doesn't get given food that is left for her. Today the carer told her he didn't know what to do with an egg and left her a cold potato cake. Some carers have asked what an egg is. They are supposed to assist with the laundry, but they regularly tell her they don't know how to work a washing machine. They have turned the fridge freezer off. They have left a ring on the stove causing a fire risk (grandmother is in a wheelchair). They are regularly late, they are regularly early. Carers don't leave her water in the hot weather. They have just given her coleslaw for lunch. They leave the front door unlocked and have taken the key home with them. The company is not fit for purpose.

Thank you for everything.

The staff that come and support me are always very kind, respectful and cheerfully helpful. They always encourage me to do as much for myself as I can.

Care visits are carried out by a capable person. She has a pleasant and does a good job. The shower assistance, in particular, is of great value. Thanks.