TrustonTap - Oxford Reviews 121

I was sold ToT as being a friendly, kind and alternative agency. I was looking for ad hoc care, and occasionally live in care, for my partner who has young onset dementia. I was told that I wouldn't need to pay for hours that I didn't use. No one informed me of the implications of making the type of booking that I made.ie. That I would have to pay for 2 weeks notice and to add insult to injury, that a cancellation fee would be charged. The constant phone calls checking on whether I wanted to make a booking felt like they were either desperate for my money or paranoid that I would go elsewhere. I will not use again.

For 3 years I have been working with TOT and things have been good until February 2024. Why this year? I don't know. Apart from having to chase up a statement every now and then (but was quickly sorted) all was OK.

For example, after I decided to end my service with one of my clients, and going by my TOT contract, I gave my client my
2 weeks notice and the client agreed
to have me work and pay these last 2 weeks.

However, I was 3 days into working my
final weeks when the client advised TOT she did not need me to come and work
the last weeks but she still agreed to pay.

It was then the client decided to not pay for my 2nd week but instead took it upon herself to claim a whole lot of rubbish to TOT. Unfortunately, TOT immediately took her side without any return dialogue with me. Needless to say, I firmly disputed it.

I gave my honest feedback to all her complaints and in the end TOT acknowledged I was in the right and
"tried" to get back my last weeks pay
from the client. Needless to say, TOT
failed to retrieve it (BEFORE the client revoked her bank details) so its this client who breached her TOT contract not I, so why am I out of pocket? I was
absolutely gobsmacked. If It had been I whom breached my contract, I'd probably be fined or dragged to court. So, I had no choice in the end but to let it go.

That was ONLY 1 example. Later, I found out thru a new booking client, that she advised me that TOT lied to her about a few things (which I told the client were definitely not said by me) so after this, all communication thru them, her and myself broke down terribly and the booking was lost in the end.

Then the last straw came when TOT advised I was up for a raise review with a client, however the client agreed to the raise ONLY if I cut back my hours. I refused the raise as cutting back my hours would have lost me money. Besides, these hrs were agreed back in December 2023 and for 7 mths this client was happy with it until the pay raise. Then I received an email from TOT with an ultimatum to take the raise and cut back the hrs or hand in my notice. Unfortunately I had no choice but to resign from this client as this was unacceptable.

How is this "supporting" your care worker?

Now, I've also had the ridiculous excuse why TOT closed my portal without consulting me and I got the same lies as usual. Stating I breached my contract because I was doing the HRS AGREED with the client since DEC 2023 (my statements/payslips prove this)! As you see above, I had no choice to leave so HOW does this constitute breaching a contract? Liars and cheats that's what TOT is all about.

So, I'd seriously re-consider your working for TOT as they WON'T have your interests at heart. Plus, as they take a good 18% admin fee out of your cheque, for which I had no issue with, they refused to do their job fairly for me.

These are the signs of a deteriorating professional relationship between a carer and a care business from their lack of good communication, their avoidance, and in the end, my overall dissatisfaction.

For a business that is always in need of good care workers, they sure do have a terrible way of trying to keep them.
BEWARE.

PS in regards to TOT response... You are absolutely WRONG. I stand by EVERYTHING I SAID...and YOU absolutely had no right to suspend my portal. I have all the emails to back everything up.

Very nice carers, responsive staff to telephone queries.

TrustonTap were fantastic in finding the right live-in care for my sister following her heart surgery. Henrita is kind, very experienced and patient with my sister providing the right level of support as she recovers. I couldn’t ask for more and am very happy. They have helped us enormously to get her back home after a long period in hospital.

The quick fix. The person they found. The organisation of payment. I am only two weeks in so early days. Never had such good service with other care company

TrustonTap have been brilliant. I was skeptical at first, especially when having to agree direct debit details with the application, but they came recommended by a palliative care nurse friend in Oxfordshire. They have found us help in a geographically difficult location because of where we are between different counties and urban centres in South Oxfordshire. So we were quite surprised at the swift response. And, even better, they arrange for the same assistant/carer every week which apparently is quite unusual. The digital platform has worked well for us and is straight forward to use.

Chelsea was brilliant helping me arrange my care. She really did put my mind at rest and I know I can call her at anytime 😊

This company shouldn't be anywhere near people needing care. Their office staff are incompetent and transactional, and showed no awareness of, care towards or indeed trust warranted, in relation to the actual function of their company - providing care. The clue's in the name. It would be helpful if you actually cared?
AVOID AT ALL COSTS

Very happy with proactive and responsive help given by TrustonTap team. They quickly sent through a good range of carers who could provide the care my mother requires. Also as my mother’s care requirements are a bit unclear the team has worked with me to come up with short and longer term solutions. The carers we have booked through TrustonTap have met all our expectations.

Contacted TOT for a client that has a direct payment and in complete control of who they hire and the payment, and no social worker. Interviewed a nice carer who wanted the position. However the office didn't understand or seam to understand that the client was in full control of funding. Even though many emails as didn't call us. Client does not have a social worker and TOT kept asking for a letter to confirm funding from social worker. Client has a direct payment so full control etc I kept going around in circles,potentially leaving my client without care and carer without a potential client.
All TOT do is introduce carer to client,and deduct money from each invoice from the carer. Sadly the carer has been let down by TOT and we will employ elsewhere. I hope that William the director of this company,gives training to staff about direct payment and the art of listening and communication.

6.5.24 Thank you for your reply.
I am employed by this client as is the other carers. Direct payment is where the client is given some funding towards care. The client is in full control of who is hired. A management company pay all invoices based on hours client puts forward for payment. The only person that you needed to except was the client. You made them feel inadequate. Never has the client been asked for this information in 15 years of care. It would of been nice to have had a conversation instead of email tennis. The client lost all trust on TOT and thought the service he received was rude. The client thought if you cannot get a simple task such as listening and sending a invoice. Then what other issues could there be. I would like however to say personally what a very nice carer you put forward.
The information that you were asking for in my years of working with this client is not available.

Really helpful when trying to source care for my parents. Reasonable rates and good service. Slight comms breakdown on one occasion but better than other experiences I’ve had. Carers have all been good.

Considering my father died in 2010 I very much doubt you have been corresponding with him in any way. Your carers are supposed to look after my 93 year old mother.
So your response is completely irrelevant.

Carers from Truston Tap have helped look after first my Dad and now my Mum. Dad had dementia and Stephen took him out, helped with his personal care, and kept him company. Mum struggles with mobility. Fay helps with tricky tasks around the house and is great company for Mum at the end of the day. Both are lovely people in whom I have great confidence. Truston Tap administration is fast and efficient, staff are a pleasure to deal with.

Needed care for my mum trust on tap were amazing we changed our minds a few times from days hours nights as mum needed more care but they always came up with Carers even short notice can’t thank them enough I highly recommend them
Thank you every one at trust on tap you saved us 😊

I chose to go self employed as a carer. I found Trustontap on google. Phoned them up and spoke to someone about setting up a profile. It was easy. I was given advice on how to do this, the opportunity to update my carers certificate. The online portal is easy to navigate. Great in house team. Helpful, professional, understanding and efficient. You get emailed with plenty of opportunities. I would totally recommend Trustontap. I’m coming away for personal reasons but once I’m sorted , I’ll definitely return. It’s weekly pay. You choose your hours and clients.

I have been working with trust on Tap for 6 months now and I can honestly say they are fantastic in every way.
From communication, assistance, matching suitable carers to clients and with just general helpfulness and friendliness they are outstanding. My clients also say they are by far the best agency they have ever used and recommend them whole heartedly if you require a carer/companion at any point for yourself or a loved one.

Very friendly and supportive

From my first exploratory phonecall to the morning my father’s new carer, Anna, arrived at our house, everything Trust on Tap did was to an excellent standard.
The service they provide is prompt, caring, efficient, helpful and professional. As a result we were both relieved.
Anna has greatly improved both my father’s life and, as a result, mine.
Trust on Tap delivered a great match at a difficult time for us!

My Carer Gemma was great quick gentle and efficient.
Gemma did Trust on tap proud

TrustonTap provided me with full profiles of 4 carers for whom I selected one. Stacy P the chosen carer provided me with excellent support carrying out the full gamut of care duties involved with looking after a 97 year old with advanced dementia. In addition she was a thoroughly nice person and very hard working. When I had to end the 6 week contract early because my mother had to be admitted to a care home and then subsequently passed away the company kindly waived the 1 week period of notice that is usually necessary when contracts are terminated early. I have no hesitation in recommending this company to others.