Phoenix Care Reviews 62

Phoenix care in Bath have helped our family look after our two elderly parents over the last few years. The service we have had has been exemplary . Tom and the team have gone above and beyond to make my parents feel secure and happy and to remain safely and comfortably in there own home. I recomend Phoenix care to anyone looking for genuine help and care in a very difficult sector.

It has come to my attention that various reports & allegations are apparently circulating. I initially regarded this as unsubstantiated. However I have been provided with a copy of a self guarding referral submitted to BANES adult social care, the contents of which warrant are full & objective consideration.
According to the document reviewed a referral was made by Phoenix concerning an allegation of abuse involving a vulnerable client & one of it’s directors. I understand that the abuse against the individual identified.
I am also aware of information indicating that the client had previously raised concerns regarding a member of staff who is understood to have a personal connection to another director. This information may be relavant context but has not been independently verified.
In light of these circumstances, questions may arise regarding the basis upon which thr referral was made! It would not be appropriate for me to draw conclusion as to motive or within the organisation, given the relationship referenced above.
Given the seriousness of safe guarding matters, it is essential that any review or investigation is conducted impartially, in accordance with applicable legal & regulatory frameworks & based solely on verifiable evidence.

I am leaving a low rating due to inconsistent business information. Phoenix Care's descriptions on Trustpilot and Google do not match, making it difficult to understand whom to communicate. In addition, I have not been able to identify clear and verifiable contact details such as office address, telephone number and email. This lack of consistent and accessible information makes it difficult to assess the organisation or proceed with confidence. I would encourage Phoenix Care to clarify and standardise their details across platforms.

While searching for a care provider in Bath, I came across Phoenix Care from Google. During that process, one of the Google reviews referenced the company’s CQC inspection report. I read the report myself. Unfortunately, some of the concerns highlighted there appear consistent with the issues raised by the reviewer. The company’s Google listing encourages prospective clients to consult their trustpilot page, which is how I arrived here. However, numeral reviews on this platform appear to have been written by individuals who identify themselves as current staff members or relatives. While there is nothing inherently wrong with employees sharing positive opinions about their workplace, such reviews may not provide the independent perspective that prospective clients and families typically rely on when making decisions for the care of their loved ones. In my opinion, when selecting a care provider, particularly for vulnerable individuals, transparency and independently sourced feedback are essential. Based on what I have observed so far, I would encourage prospective clients to review all publicly available information carefully, including regulatory reports and the nature of online reviews before making a decision.

I have worked for Phoenix care for many years now . I have always found the company very supportive and flexible working hours .
Great training and I’ve had many varied clients over the years who have trusted Phoenix and been very happy with the care they received .
This has ment that I’ve built great trusting working relationships with the clients which makes caring for them extra special .
It’s so rewarding being able to offer the support Phoenix do ,

I would highly recommend Phoenix Care Bath. Tom and his team are reliable, always arriving on time and carrying out their work to a high standard. They are kind, considerate, and take care to make sure everything is done properly. It’s clear they genuinely care about the people they support and are willing to go the extra mile when needed. A professional and dependable service.

To be transparent, Tom is my son so I'm probably a bit biased! However I just wanted to say that he loves what he does and I think that he does a very good job. He has recently helped me by finding me three lovely ladies who are a delight to have around. If you need any help then I can highly recommend!

My experience with Phoenix Care was very distressing and raised serious concerns about communication, safeguarding processes, and transition planning.
On 25 July 2025, Phoenix Care made a safeguarding referral to the local council involving me, without my prior knowledge or consent. The referral included statements taken from private communications that, in my view, did not accurately reflect their original context. I found this extremely upsetting and difficult to deal with.
Subsequently, my care was terminated abruptly, without adequate transition planning or safeguarding considerations. This left me without essential support, which had a significant impact on my wellbeing and that of my 7-year-old child, particularly at the start of the school term.
I raised a formal complaint and escalated my concerns to local council. The council upheld my complaint recently.
Based on my experience, I would strongly encourage anyone considering this provider to ask detailed questions about how complaints are handled, how safeguarding referrals are made, and what transition planning is in place if care is ended.

I had difficulty finding a clear client handbook. It appears that there are two separate websites connected to the organisation: one directly linked from Trustpilot, and another that also shows reviews and includes a client handbook.

Both sites list different email addresses, which was very confusing when I tried to figure out who to contact about a care package enquiry.

I’m still unsure which email/contact path is correct, and I hope the company can clarify this for future users.

I’m sharing this feedback in case it helps improve clarity for others.

This provider's website is very slow and their is no helpful information.

My mother was given exemplary care at home for approx. 18 months.
Her care team kept me informed of everything, and were very supportive.

My friend, who trusted this service with her care, was subjected to inappropriate and deeply personal questions by a male carer named Clyde. He questioned her about her intention to marry someone of a different race, something that had absolutely no place in a professional care environment. He then added her on Snapchat. Let that sink in, a carer, responsible for supporting a vulnerable person, tried to connect with her via a social media app. My friend did the right thing and reported this behaviour to a manager.
After that disturbing interaction, she explicitly requested on 27th June that no male carers be sent to her again, a completely reasonable and necessary request given what had happened. Yet, just three days later, on 30th June, Clyde was sent to her home. When she raised this with the Operations Manager, she was told the visit happened because he had swapped shifts with his sister, a female carer. Regardless of the excuse, it directly violated her clearly stated boundaries.
What devastates me the most is that, to my knowledge, no disciplinary action was taken. No suspension. No investigation. No referral to the Disclosure and Barring Service (DBS), despite everything pointing to the fact that this was not just unprofessional but a potential safeguarding breach.

Tom and the team at Phoenix provided excellent care for my father. They worked with dad to establish routines that he was comfortable with. The carers were lovely. Really friendly and attentive.
Carl

When my cousin's mum went into a care home he was finding it difficult with his mental health issues. Tom Greenwood and his team of carers, Clyde, Anna, and others have helped him with his mental health issues and with their help have managed to turn his life around and he's now getting the help that he needs.

I had these for about just under 2 mths , I must say my sister really enjoyed her time with Jackie very much, but we did not realise we had to pay for this service, and it too expensive for us for the hours we were given. But I really liked them

Tom, Donna and all the team at Pheonix go above and beyond in the tailored care that they provide. I cannot recommend them highly enough. We were anxious when the realisation came that we needed help to care for my father, Tom and Donna alleviated all our anxieties and I cannot thank them enough for their outstanding care. I hope this review will help others who find themselves in a situation when needing help for a loved one.

Can’t rate phoenix care highly enough.
We use them for care of our mum with Alzheimer’s.
Carers are brilliant and I seem to be able to book carers at very short notice as well as regular visits.
The back up admin support is also fantastic and communication speed is brilliant.
Very happy with this service, would highly recommend

All the team from Phoenix made a real difference to my elderly mother, and were always a responsive delight to deal with.

The service is both professional and personal

Phoenix have provided good support for my husband for the past year. Della and her team are very kind, caring and thoughtful. They go out of their way to help and we have appreciated their flexibility

Tom and the team, Donna, Nigel, Michele and Jackie, provided a very high level of care that with out doubt meant my Mum's last few months were spent as comfortable and pain free as possible. There was a nothings to difficult attitude and the care provided surpassed out expectations. I would certainly recommend Phoenix Care