Home Support Services (Havering & Essex) Limited

This agency has been good at handling short-term changes, especially since they brought in a person to do the scheduling. However, the care is rather inconsistent and it seems that we have had to be chasing them a lot of the time. Despite assurances that it can't happen, the carers do not always stay for the full 30 minutes that we pay for. They don't always fill in the care log. The care log gets taken back to the office, at the end of the week so the family don't often get to see it. We have made mumerous requests to receive a copy, including one by the Occupational therapist, but have never been sent one. My mum has just had a long stay in hospital. I emailed this agency to inform them she was due home. The OT at the hospital rang them to provide a care report, as requested, and they said they would ring me but they didn't. On the morning my mum was due to be discharged the OT rang them again and they said they would not be taking the care back on. This put us in a really difficult position and meant my mum could not come home. The manager offered no real reason for this, no reason why he did not tell me in his reply to my email and no reason why he did not call me as he said he was going to. He did not seem concerned at the distress and inconvenience it caused. Luckily another agency have said they will take over mum's care. We remained with this agency because my mum liked her carer. I do not recommend them.
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