Charter Care - Caring for You

My complaint is not about the carers, most of them are great, only a few let them down. My complaint is about management. I have complained about eight times in the last twelve months and never have I been contacted to sort it out. I phoned twice just before Christmas, once to say I was thinking of canceling the contract and a week later I phoned again to say I was going to cancel the contract. All I got from the person in the office was, you are not satisfied with us then, so I left it for two weeks into the new year and still got no reply, so I did cancel the contract. Adult social services contacted me to say that Charter Care did not know about the cancellation, so this is the problem with management. No communication, hence only two stars because of bad management. This could have been avoided with one phone call as my wife was used to the two carers that came regular, as she has dementia, it is not certain that she will take to new carers. I feel let down by this company.

Initial visit to assess needs of my wife left us assured we had chosen the right care company. The carers we have had so far have been on time, they have been very caring and met my wife's needs. I would have no doubt recommending Charter Care.

The carers from Charter Care were brilliant with my mother-in-law. Especially in her last months. They were patient, supportive, and always had a chat. They cared for her every need as if her own family. In my mother in laws words "they were sent by the angels".

We are very pleased with the care we receive.

Have excellent care from management.

The care provided to my bedridden mother is fantastic. The carers are respectful and make sure my mother is happy. Thank you to all of the kind and considerate carers who look after my mum, you make her difficult situation much, much better.

I cannot rate your care group enough, they go above and beyond every visit. We are kept well informed all of the time. The review asked for a month but since you started caring for my nan in April, you've been amazing. I thank you all so very much from the bottom of my heart. My nan sees you all as her family which is just so heartwarming.

Best regards.

Carers are friendly and very caring. They do a very good job. They go above and beyond their duties. Excellent care compared to other agencies had previous.

My husband has been having a carer for just over a month now to help him to get dressed and washed in the morning and they have all been very kind and helpful each time. He generally has 3 carers coming in and he is getting along very well with them all but he does have difficulty with remembering their names I must admit. Otherwise, I am very happy to see them it gives me a break even though it is sort of.

My mom has been with Charter Care for a few years now. The carers are excellent with my mom and her needs. My mom looks forward to the carers coming. All the ladies go above and beyond for her. We couldn't wish for a better care company.

Every single carer the family have come into contact with has been beyond fantastic. Nothing has been too much trouble. They have cared for my auntie as If she was their own family member. I cannot recommend Charter Care enough. Thank you all for everything you have done for us.

Excellent service all around couldn't ask for better, I'm so pleased that I changed to Charter I can rest knowing my mom is in good hands. Staff are always on time dressed smart and clean and most of all have the time and patience for my mother who is showing signs of dementia and can be challenging.

The office is not consistent with call times high volume of different cares and no consistency. I know sometimes things have call times are all over the place almost all the carers are great but the odd ones do not follow the care plan not washing or creaming. I think new starters are not given enough training and support.

Charter care provides a high standard of personal care for my mother, treating her as an individual and actively caring about her. I am very pleased with the care they provide. The staff understood my mother's individual needs and adapted the care provided to meet her needs.

Keep up the fabulous work.

Thanks to managers and staff.

Staff are top class nothing is too much trouble for them. They inform us if there is anything needed, message or call us with any concerns. I have and would recommend them at all times. They treat my mother with care and dignity at all times.

I requested an early call, as I had to take my aunt to an appointment. The carer was there and had my aunt ready in plenty of time, without any rushing. Great. Also, she had a problem with her foot. Because the care was appropriate and done well she has been signed off by the hospital, with the advice to continue with the care she is receiving. Thank you carers for doing such a good job.

Always on time never let us down.