Comfort Call Reviews 

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.

Disgusting. Lack of care. Didn't show up 4 times a day. Missing 2 lots of his 4x a day meds. Won't heat a meal unless it is microwaved. Left an 80 year old in his own sh!t from 10pm until midday the next day. Staying for only 10 min sitting in their car for 20. Unable to help him stand or walk.the communication is zero. Rang the head office everyday. Zero help, care or empathy. I wouldn't trust them to look after a fake plant.

Absolutely useless company!!!!!!!! Their carers turn up at my door three times a week, all hours of day and night, waking my kids up… they are completely unable to read the sign on my door which clearly states it’s a different address to the one they are looking for… they ring the bell, then bang on the door and even look through my windows!
They then say: “my phone brought me here” but don’t read the plaque on the door which is different to the address they are looking for!!!!!! Absolutely pathetic company with utterly useless staff and never apologise for waking my 6 year old up at 9pm at night!!!! Horrible

WOULD NOT EVEN GIVE HALF OF A STAR!!!

Absolutely disgrace of a company. Shorten peoples care packages don't give them allocated call times carers are in and out within minutes - no socialising with service users. Don't wash pots or surfaces leave service users homes a mess. Don't allow sufficient 4 hour time gap between medication doses i.e. under 3 and a half hours between paracetamol doses. Carers try and talk to family via personal numbers and have service users and family's on facebook. Very unprofessional. Carers also don't allow service user's choices i.e not allowed the right to smoke in own home despite being only allowed to smoke supervised by care staff.

Also as an ex worker for this company I experienced them send international students to Middlesborough branch and give them next to no hours if any hours.

DISGRACEFUL

This company can certainly talk the talk but definitely not walk the walk.
An elderly friend of mine, female aged 87 with poor mobility was rushed to hospital with sepsis and pneumonia.
Upon her discharge from the hospital, a care package provided by Comfort Call was arranged for her, with the first six weeks being free.

Unfortunately, the level of care she received was largely non-existent. For example, one carer simply poked her head into my friend's apartment, asked if she was okay, and left immediately upon receiving a positive response. This was just one of many instances of poor care consequently, I made a complaint to my local MP who then contacted Lancashire County Council and in turn ‘Comfort Call’

The report I received in response to my complaint is, I would suggest nothing short of a work of fiction. It outlined the care that should have been provided but did not accurately reflect the reality. For example, the report claims that call durations were between 30 and 60 minutes; however, I witnessed a carer arriving and leaving within a mere three minutes. This discrepancy, I feel raises serious concerns about the accuracy of the documented care.
A company that I would certainly not recommend

Worst Company to ever work for the office staff smile in your face whilst stabbing you in the back...They take your work of you and give it to others just because they want a holiday that year favouritism is awful. The shit I witnessed carers doing and saying medications given wrong all the time personal care not given the bitching the sniping...Ohhh dont forget the legality behind hiring family members because they not only hire they're own family they make damn sure they have the best work they will get full hours full pay they get no lie I've seen it 28 days holiday plus an extra 2 weeks the favourites also get extra paid holidays... The carers have for a very long time been putting service users at risk I could name one luebenzamo who left a lady unable to breath on the bedroom floor saw her there and walked out went to his next call 2 months later hes carer of the month 😂 Don't use this company.

We use Comfort Call to care for my Mum who is 102 years old who is still in her own home. We have used them for approximately 2 years now and all I can say is they have been brilliant on all levels. Daniel in the office who sorts out all the carers rota has been so helpful and understanding and sorted out extra care at short notice when Mum had a fall which has been a godsend to us. Claire her main carer along with the rest of the care staff have been so kind to Mum and have all been exceptional in their care for Mum which has made her life and ours less stressful. Can’t praise them all enough and would recommend them to anyone looking for care for a loved one.

Not fit for purpose. No robust system in place when visits are missed. We have a 86 year old mum who has gone hungry and no meds on many occasions. New staff turn up with very little training, basic english, and cannot even operate a Microwave safely. I don't actually blame the staff, as they are trying to do a good job, but the management above shouldn't be running a dog care service, nevermind looking after people. Somebody needs to investigate them.

Absolute joke of a company! Unable to make any decisions for themselves, office staff are rude insensitive and should rethink their career choice especially Zara. There needs to be an investigation into this company especially when public funds are being wasted. Today with my 79 year old mam who has terminal lung cancer and dementia has been nothing short of the Benny Hill Show. £20ph for nothing!

I will be reporting this YET AGAIN! Our vulnerable people deserve so much better than these bunch of clowns !