Comfort Call Reviews 49

Well after several complaints about team members breaching the care contract, once again the office called my partner and told her, there will be a nothing done about the complaints made, so, after having been told i am on their system which I never agreed to, we will enquire about the so called contract finished,

Untrained staff
Poor response to concerns
Staff left patient in vulnerable state

If I could leave 0 stars I would. My friend works here and would be doing 15-20 hours shifts each day because they are so understaffed.

Whilst unemployed I applied, thinking they would appreciate me as another person to put on my friends round ( we live in the same area ).

I have been a carer since 2018 and due to homelessness have a couple convictions on my DBS, none of which including harming another person.

They made me wait 2 weeks after my DBS was completed, to tell me I failed a risk assessment. Not sure what it was based upon as I have had a care job since these convictions and no problems within my work. My convictions are from 2019/2020, so yes they will hold your past over your head even if it was 5+ years ago.... not very caring.

My friend is always in bits because of the amount of work they give her and couldn't care less if she is dedicating her WHOLE LIFE to them for minimum wage.

The office staff openly talk about how understaffed they are, and there is very little discretion in regards to the rounds they complete. ( When I was in office, staff openly spoke about people's addresses and names despite me being a complete stranger ... and failing their risk assessment) !

Would not recommend any one needing care to go to these for it. They simply do not have the staff and will over work the ones they do until breaking point.

WARNING I've caught a care team members looking into cupboards And personal spaces in my nannas kitchen, even though the carer was told not to, she opened personal medical bags looked at the medications, then searched through another kitchen cupboard to see what was there, she proudly told me that she knows more about our nanna then we do, even though we have been looking after our Hanna for 8 years, I won't name the carer, but she is very self entitled and totally untrustworthy as now My wife and I now have to keep everything under lock and key, my advice is to go to your relatives home, and make a list of everything in their home And kitchen and bathroom cabinets asap, hopefully The carer will be either sacked or moved on

Cant do 0 stars they look after my mother-in-law in Middlesbrough and this evening we had a call from one of the care staff about her health so we tried to call their office and its closed giving an out hrs number and that number is not being answered i will be reporting to CQC as neglect absolutely bloody disgusting

Cch comfort call in skelmersdale has a poor pay rate for work and fuel expenses and staff get over worked, claim to be flexible to get staff, then allocate more work than you signed on for then complain with a bad attitude to you about your ability to work. Wouldn't recommend them

What a rubbish company, once again they promised a call back and once again nothing 😡fed up with this lot .
Always late and now changed call times without giving notice.

This is a company provided by Liverpool Social Services Adult Care, care in the bare minimum sense of the word.

Repeated issues with carers who don’t follow a process, rather they want it easier for them doing the work but in the end making it much more difficult and complicated than it needs to be.

Leaving a vulnerable adult without care for prolonged periods, causing damage to keys leaving the property inaccessible, or even taking them home, then having a carer suggest that they have a key cut and store it in their vehicle (leaving a vulnerable person and even greater risk?!?).

Tip of the iceberg on this company, as other issues as arranging shopping with them has been troublesome, and having out of date food served being in there with the misdemeanours that go on with this company.

Lack of accountability and the inability to provide a valid complaints procedure and stick to it.

If I could give less than one star I would.
Typing this for my husband.
Supposed to have 4 calls/visits a day.
The most important is the morning as I start my day at 6.30. This company will not send anybody out to me till 9.30, they are usually later than this, they expect me to sit in a soiled and wet pad that has leaked onto the sheets beneath me for 3 plus hours, I have bed sores and 2 open wounds at my groin.
The girls that come in are OK but the managers are very unhelpful and the response I get is, do you want me to suspend your calls then. Disgusting attitude. If they will read this they will know who its from as even the girls coming in has stated we need an earlier call. What a way to treat poorly people.

When leaving (Sunderland) co ordinator said I had mental health issues and said I was bi-polar. Something that has to be diagnosed by a doctor

Certain staff were superb however weekend staff from Tameside were abysmal. Dangerous care giving resulting in our dad getting a severe bedsore lasting nearly 7 months to heal.
Incredible how some carers actually think what they provide is safe. They even put his pressure relieving equipment in wrong resulting in a further blister.
The management ask you to flag up any issues, when you do they ignore you email or don’t ring you back.
Often felt neglected and their care by some was neglectful.

The level of care is beyond dangerous, so after contacting by phone call and email which is as helpful as shouting into the void, and having a nanny Camara in our Nana's house, to back up the breach of contract committed by the carer's and lack of action by the company as the office staff always ignores and brushes the complaints aside, we have had, shower gel, small food items, even a small drinking glass stolen from our Hanna's priority, the carers refuse to heat up a simple readt meal for lunch, a cold coleslaw sandwich instead, toast for a evening meal, they might shower nanna one a week if lucky, office staff might take notice when my partner and I lodge a official breach of contract law suit!!! My advice is to have a baby monitor installed so you Will have video evidence of the potential breachs if contract hope that helps as this company needs to be removed from any council list they use

Formal Complaint – Comfort Call Liverpool Branch Only

I am writing to raise a formal complaint regarding the standard of care provided by the Comfort Call Liverpool branch. I would like to stress that this complaint is specific to the Liverpool branch only, as I have no experience with how other branches operate.

Our family was under the care of Comfort Call for approximately a year. Initially, my nan received two daily visits, which later increased to four. However, despite this increase in care, the quality remained consistently poor and, in many instances, completely unacceptable.

Scheduling and Timekeeping Issues
The visits were often not completed at the scheduled times. For example, carers would sometimes arrive for the breakfast call as late as 11:00 AM, only to return shortly afterwards for the lunch call—despite the care plan clearly scheduling lunch for 2:00 PM. On one occasion, I raised this directly with the carer, who acknowledged the discrepancy after reviewing the app. I explained that it was not acceptable to serve another full meal just half an hour after breakfast, particularly for an elderly woman with dementia.

Many people who rely on care providers, like my nan, don’t always have family visiting regularly. They depend heavily on carers not just for basic needs but for companionship. Rushed visits, missed appointment times, and carers not staying for the full allotted time can seriously impact both physical and emotional wellbeing.

Lack of Communication and Care Plan Awareness
I personally assisted in writing my nan’s care plan and ensured it was clear, thorough, and detailed. Despite this, several carers turned up with no knowledge of the care plan or what was expected of them during the visit. On one occasion, two carers attended a visit that was only meant for medication administration, without any prior notice to our family.

To assist the carers further, we also left daily notes outlining exactly what food my nan should be given. Shockingly, during one visit, she was served a meal that combined spaghetti with apples and pears. As someone with dementia, she was unaware of what she was eating and finished the entire meal, highlighting just how vulnerable she is and how important proper attention to care instructions really is.

Medication and Personal Care Concerns
Repeatedly, medication was left with my nan instead of being administered, even though it was clear in her care plan that she could not be trusted to manage this herself due to her dementia. On most days, she would forget to take her medication, leading to serious concerns about her safety.

Her skin integrity was also neglected. There were several instances where she was left in the same clothes for days, clearly not having been washed. Her mobility is limited—she uses a zimmer frame and requires assistance—making her a high fall risk. A carer once knocked over a dog water bowl and left it, which created a serious hazard, especially considering we sought care in the first place after she experienced a fall.

Company Response and Final Decision
When we ultimately decided to withdraw the care package due to these repeated failures, we were met with complete indifference. Our concerns were dismissed, and no accountability was taken.

We no longer trust Comfort Call and have decided to take on my nan’s care ourselves. Based on our experience, we would never use this company again and, frankly, wouldn’t accept their services even if they were offered for free. The lack of professionalism, poor training, and disregard for basic care standards has left a lasting impact on our family.

Positive Acknowledgement
That said, I would like to highlight and sincerely thank two carers—Hollie and Sam—who went above and beyond in their roles. Their compassion and dedication did not go unnoticed, and the care they provided to my nan will always be appreciated.

COMFORT CALL. THERE ARE CARERS WHO CARE. REALLY EXCELLENT
COMPANY MAKES YOU FEEL LIKE YOU ARE WANTED. I CAN RECOMMEND THEM TO YOU

Im looking for any one who has had experience with the Middleton team I’d love to hear from you and your experiences to help me take them down and finally hold someone accountable
I think the office is located Ashton

Terrible communication. Location wasn't in the correct place, phone number incorrect and the staff were terrible. Had me waiting outside for about 30 minutes because the interviewer had a meeting at the same time as my interview? He was also not professional in the slightest, didn't ask for any information apart from my name, did not give me his name and overall just looked like he couldn't be bothered with the interview. Nothing good about this company, do not waste your time.
0/5

Once again after beeing told to f**ck off by your BMW carer in Lunedale road, ( I AM 79 yrs old ) she still insists on blocking our gate and on being approached we get a load of abuse from her. What are people doing in care jobs like her? SHE OBVIOUSLEY doesn't care. We have reported her before both to regional office and head office but they don't seem to bother and DONT CARE. Please don't use this company as they are extremely irresponsible and REALLY DONT CARE!!! WHY WOULD YOU WANT TO BLOCK AN AMBULANCE ACCESS?????

My nana been with this. Company for few years now. At first it great great carer and service. Carer gor know nana and her routine. Company would ring me see how it going soon put good word in with carer the compant take them carer off and give complete different carer that never met her or know here routine ect. So once again got use these carer but then new carer came no idea in and out didnt put in shower or make food. Once they going give her cheese instead soup. Biscuit and cuppa to last untill next. Morning that from 6pm until 7am next. Day. So recently someone mistook nan morning med so compant put on thw regular carer we use have what is great but tonight new one came give nana night meds a cuppa that it. Didnt change her or put cream on. So i rang they got carer come back. She took nana upstair in bathroom and stood watch nana struggle taking het bottom half off. So i give her mouth full send email to company and uncle to cancel. My nana health not worth the money spent on them

I have been called for interview today at 10.30 am but when I reached one of the staff member told me they were having misunderstanding that I am girl and they just rejected me they should have told me before it’s really unprofessional behaviour and the money which I spent in my travelling who will refund that no at all happy with there service
Thanks

I was a little wary being that the previous reviews werent that great however, with that being said, i took the leap and couldnt be happier. The company is much better than any company i have previously worked with. They genuinely care about staff as individuals and in my experience its not always the 'company' as a whole that is bad it is usually down the the office staff or other care team you work with. My advise would be reaching out to senior management and expressing concerns via the appropriate channels.