Eleanor Nursing & Social Care Ltd - Lewisham

I find the carers very good and considerate.

We have been using this service since December 2024, apart from a few teething problems at first I now find it quite good. The staff are very helpful and friendly but very overworked. The office staff sometimes causes problems with the allocation of visiting times of carers, but overall the service is good.

Care good (starting, showering etc) regarding regular carer. New carers are not well briefed on my requirements, and the timings are irregular.

Very happy with my regular carers who are both caring and take great care of my needs. I do not have any complaints but get very anxious when my regulars are not available or not used to my problems. I feel I need to get to know them and they, my problems, so all my care needs will be met.

Overall I am pleased with the care I receive from my carers who visit 4 times a day. However, I am extremely disappointed that my regular carer on a Saturday and Sunday has been reduced to Saturday's only. I would therefore appreciate it, if this could be looked into and my weekend carer returned to caring for me on both days. The only negative score related to the office team, as when I have had to contact them, I find it difficult to get through to them via the phone and when I have managed to speak with them my requests are ignored.

I have never considered needing a care package until have an extended hospital admission. Eleanor carers have shown me nothing but care and respect.They are always professional and go above and beyond enabling me to have a new normal life where I have learned to accept and appreciate the work they do every day. Thank you seems seems like too small of a way to say how much I am greatful.

My wife recently delivered the baby and I used Eleanor services. A care worker came to my house and stayed with my wife. She was looking after my wife and assisting her in looking after the baby. It was brilliant it was peace of mind.

The service from Eleanor has deteriorated recently. A double-handed care plan is in place for our mother. While most carers are responsible and reliable, recently, carers are not attending visits, particularly at weekends, leading to unsafe conditions. For example, often the two carers do not arrive together within a stipulated time. On many occasions, only one carer arrives, and occasionally no carers attend the visit. Lack of communication of these absences and difficulties in contacting management as the customer service helpline is often unanswered. High rotation of care staff and less-experienced carers not always following agreed protocols. Carers sometimes claim to attend visits not made. Calls and in-person meetings with the management team resulted in many promises but no improvement. The last email said they have staffing difficulties and recommended we find a different source for weekend care. This is causing much stress to our mother, rather than solving the issue, Eleanor passed the issue back to the customer.

There are many good and professional carers working for this agency. However, these are let down by a small but important number of irregular and inexperienced carers. This is particularly noticeable at weekends, when there appears to be a shortage of staff. Carers failing to turn up and providing an inadequate level of service has become an increasingly frequent occurrence, creating anxiety and stress at home. Management is aware of the situation which has been progressively deteriorating but seems to be unable to address them.

When the usual carer is unavailable it all goes horribly wrong.

I don't have so many words but to say thank you.

I have been paying for the cleaning of my cousin's council flat as he has development problems and I live abroad. I visited him today to find that the apartment was filthy. It's obvious they have been accepting payment and not actually cleaning the apartment. They have left a vulnerable man in unhealthy conditions.

My late husband was very independent-minded and not someone who liked asking for help, but he grew to be very fond of the carers and welcomed their visits. On the day he died the team came to pay their respects, a real personal touch that was a great comfort; two of them also came to his memorial event. Thank you for your love and kindness.

This care agency gives the feeling of being unprofessional, cannot meet commitments. Reactive rather than proactive approach.