I am new the world of caring and was very apprehensive about booking respite care for my mother. I needn't have worried though as everyone i spoke to at helping hands was absolutely wonderful and made... See more
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Reviews shaping this summary
Telephone access to the branch manager is simple. She coordinates the care staff who have enabled my sister in law to have more confidence, maintain an orderly house and have a better routine. Elaine... See more
Company replied
We are using Helping Hands in Warwickshire for my elderly mother who is at home by herself. We find the carers and the office people to be caring, trustworthy and reliable, and we don’t know where we... See more
Company replied
Helping Hands has been a good company for us. The carers are friendly and professional and efficient but not rushed. We usually have Zoe unless she is on leave. The rota is sent beforehand. Occas... See more
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Company details
- Home Health Care Service
- also in
- Aged Care
- Emergency Care Service
- Home Help Service
- Home Help Service Agency
Written by the company
Since 1989, we have been providing compassionate, person-centred care at home to individuals across the UK. Our journey started in a small house in Warwickshire, and today, we have over 150 branches across the country. This growth has allowed us to extend our exceptional care and make a bigger difference while allowing our customers to remain in the place they love. Our carers are kind and compassionate individuals who always go the extra mile. They are fully trained to provide the highest level of care, no matter what condition you are living with. We are also recognised for delivering specialist dementia care, a service we have enhanced through our partnership with the Alzheimer’s Society. This has allowed us to provide our carers with dementia training to help support our customers living with different types of dementia. Our service is fully regulated and monitored by the Care Quality Commission and Care Inspectorate Wales. We are proud to have received an overall rating of GOOD, and the CIW reported that our carers go “above and beyond, doing things that are ‘not on the list’.
Contact info
10 Tything Road West, B49 6EP, Alcester, United Kingdom
- 0808 239 1170
- enquiries@helpinghands.co.uk
- helpinghandshomecare.co.uk
4.7
Excellent
5K reviews
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Replied to 100% of negative reviews
Typically replies within 24 hours
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Poor After Care & Communication
My father was a customer of Helping Hands in Ipswich for several years. Every Tuesday, a carer took him to do his weekly shopping. As he became increasingly unsteady on his feet, they began shopping on his behalf.
On Monday 21 July 2026, my father fell in his flat and was taken to hospital by ambulance as an emergency. My wife immediately contacted Helping Hands to explain what had happened and cancel the following day's visit.
We were told that he would still be charged because we had not provided 24 hours' notice. I thought this was harsh given that his hospital admission was an emergency, but accepted that the company had its terms and conditions.
We also made it clear that no further visits were required while my father remained in hospital. Despite this, Helping Hands charged him more than £55 for visits that did not take place, simply referring us to its terms and conditions.
Sadly, my father never recovered from his injuries. After a lengthy stay in hospital, he was transferred to a care home, where he later passed away.
Following numerous telephone calls, I used Helping Hands' formal complaints procedure and submitted my complaint by email on 22 August 2026. More than two months later, I have received no substantive response.
I understand that Helping Hands is a business. However, it is also a care provider, and I would have expected compassion, common sense and sensitivity in circumstances involving an emergency hospital admission and, ultimately, a bereavement. Instead, our family was charged for care that was not provided, and my formal complaint appears to have been ignored.
July 21, 2026
Unprompted review
Reply from Helping Hands Home Care
Good Morning Mark,
We are saddened and sorry to receive and read your comments.
We take all feedback very seriously and can assure you your comments have been escalated to the relevant management team for review.
Kindest regards
Kathryn
Georgia went above and beyond and…
Georgia went above and beyond and really helped me Thankyou for your great customer service
October 26, 2026
Unprompted review
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
It is wonderful to hear that Georgia went above and beyond to support you and provided great customer service. We know how much a positive and helpful experience can mean, and we are pleased that Georgia made such a difference.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
Really good
Really good - Naomi was great she alerted us at 2am to the final moment … which was invaluable
October 22, 2026
Unprompted review
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
We are so sorry for your loss.
It means a great deal to hear that Naomi kept you informed at such an important time, and that her call in the early hours was so valuable to you and your family.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
we could'nt be more happier
At first it was all new to me but after a few months of care for my Mother I started to get to know the staff and I must say they are all very helpful and kind towards my Mothers care, she has got to now them well enough for her own trust which is crucial and there are working relationships forging which my Mother and myself are very pleased with, as well as the care go's we could'nt be happier excellent over all we are very happy with the care program and would highly recomend it to friends and family members.
October 24, 2026
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
We are so pleased to hear how happy you and your mother have been with the care provided. We understand that starting care can feel unfamiliar at first, so it is wonderful to know that, over time, your mother has built trust with the team and formed such positive relationships with her carers. Your kind words about their helpfulness and kindness mean a great deal.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
Friendly helpful staff
So nice to speak to a friendly and helpful person on the phone. Rashurd was patient, clear and courteous and very helpful in organising a meeting to discuss a care package.
October 24, 2026
Unprompted review
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
We are delighted to hear about your positive experience with Rashurd. Starting to arrange care can feel overwhelming, so it's wonderful to know that he was friendly, patient and helpful, and that he was able to support you in organising a meeting to discuss your care needs.
We will be sure to share your kind feedback with Rashurd and the wider team.
Kindest regards
Katie
The person I spoke to was very clear…
The person I spoke to was very clear and understanding of my needs
I enquired about help with cleaning my home as my health has become worse during the last few months, things were explained to me and an appointment was made to discuss my needs
October 24, 2026
Unprompted review
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
We are pleased to hear that the person you spoke with was clear, understanding, and took the time to listen to your needs. Providing helpful and compassionate support is so important, and it is wonderful to know that this was reflected in your experience.
If you would be happy to share a little more information so we can ensure your feedback is passed on to the right person and their team, please feel free to respond to Trustpilot's request for more information or update your review to include their name. Alternatively, you can email me directly at kathryn.wilson@helpinghands.co.uk with any additional details.
Kindest regards
Kathryn
Update- Thank you so much for providing us with more information, we can now see it was Rashurd you spoke with during your enquiry. We will be sure to share your lovely comments with him and the wider team.
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
We are delighted to hear that you received excellent service and found our staff to be both helpful and well briefed. We know how important it is to receive clear, knowledgeable support, and it is wonderful to know this was reflected in your experience.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
Top service.
Helping Hands are professional, approachable and provide excellent support options.
Lisa was able to go through what they offer , along with Sophie and Mel and we are very happy with the care provided. Customer service is excellent amd the carers are amazing.
October 23, 2026
Unprompted review
Reply from Helping Hands Home Care
Good afternoon Rebecca,
Thank you for taking the time to leave us a 5* review, we really appreciate it.
We are delighted to know you have found contact with our New Customer Team professional and approachable and you have been very happy with the care and amazing carers that have been supporting.
We will be sure to pass on your kind words.
With kindest regards
Sue
My mum is really happy with the care…
My mum is really happy with the care she receives the carers treat her with respect and do all the jobs I leave on a list
October 22, 2026
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
We are so pleased to hear that your mum is really happy with the care she receives and that our carers treat her with respect while supporting her with the tasks you leave for them. It is wonderful to know that the support being provided is meeting your mum's needs and helping her remain comfortable at home.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
Caring for others
Each carer that has visited have been very caring, considerate, always willing to do little jobs around the house and they have lovely personalities too.
October 19, 2026
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
It is wonderful to hear that each carer who has visited has been caring, considerate and willing to help with little jobs around the house. We are also pleased to know that their friendly personalities have made such a positive difference to your experience.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
Disappointing experience – lack of management support and concern for employee wellbeing
I joined Helping Hands Home Care as a Branch Care Manager with several years of experience in domiciliary care management, genuinely excited about the opportunity to develop a branch, support a team and deliver high-quality care.
Unfortunately, my experience was extremely disappointing.
During my employment, I experienced what I considered to be an unreasonable workload, insufficient operational support and a concerning lack of consideration for employee wellbeing.
One of the most significant issues was being expected to manage continuous on-call responsibilities for an extended period, alongside my normal full-time duties. This made it incredibly difficult to maintain any reasonable work-life balance and had a significant impact on my personal wellbeing.
Despite communicating my concerns and the difficulties I was experiencing, I did not feel that meaningful support or sustainable solutions were put in place.
As a Branch Care Manager, you are responsible for staffing, safeguarding, compliance, quality assurance, customer care and the overall running of a service. These are substantial responsibilities, and in my experience, the level of support available did not reflect the expectations placed upon me.
I have always been passionate about delivering high-quality care and supporting the people who provide it. However, I strongly believe that organisations operating within the care sector should demonstrate the same commitment to the wellbeing of their employees as they do to the people receiving care.
What disappointed me most was that I genuinely wanted to succeed in the role. I worked hard, remained committed to the branch and did everything I could to manage the challenges I faced. Ultimately, I felt that leaving was the only realistic option to protect my wellbeing.
I recognise that there are dedicated, hardworking people within Helping Hands, and this review is not intended to reflect on every individual or branch.
However, based on my personal experience, I would encourage anyone considering a management position within the organisation to ask detailed questions about workload expectations, on-call arrangements, management support and work-life balance before accepting a role.
No employee should feel that their commitment to delivering quality care must come at the expense of their own wellbeing.
October 13, 2026
Unprompted review
Reply from Helping Hands Home Care
Good morning Lily,
We are sorry to read that your experience did not meet your expectations and we recognise the commitment required of those working in care management roles and understand that experiences can vary.
At Helping Hands, we aim to support our colleagues and take all feedback seriously. Your comments have been shared with the relevant teams and are currently being reviewed.
We appreciate the dedication and commitment you describe throughout your time with the business and thank you for the contribution you made during your employment.
Should you wish to discuss your experience further, we would welcome the opportunity to speak with you directly. Please feel free to contact us at kathryn.wilson@helpinghands.co.uk so we can better understand your concerns.
We wish you all the best for the future.
Kind regards,
Kathryn Wilson
Great customer service
The lady I spoke to Lisa Moore was patient and understanding and listened to what my friends needs were. Made us an appointment for the following day. Great customer service 😊
October 21, 2026
Unprompted review
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
It is wonderful to hear that Lisa was patient, understanding and took the time to listen to your friend's needs. We are also pleased that she was able to arrange an appointment for the following day and provide the great customer service you described.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
Lisa Moore was extremely helpful
Lisa Moore was extremely helpful, polite and understanding of our needs. I feel hopeful that the carer they find to look after my sister-in-law who has dementia, will be fine.
October 21, 2026
Unprompted review
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
It is lovely to hear that Lisa Moore was extremely helpful, polite and understanding of your needs. We are pleased she was able to provide support and reassurance during this important time, and we appreciate you placing your trust in us to help find care for your sister-in-law.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
Person that called to ask my thoughts…
Person that called to ask my thoughts on Helping Hands was excellent. Polite, friendly and efficient
October 20, 2026
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
It is wonderful to hear that the member of our Customer Experience team who contacted you was polite, friendly and efficient whilst gathering your feedback about your experience with Helping Hands. We are pleased that the call left such a positive impression.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
Thank you Courtney
Thank you Courtney, that was really easy, and a clear pricing structure. Excellent staff and service.
October 20, 2026
Unprompted review
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
We are so pleased to hear that Courtney was able to make the process easy to understand and that you found our pricing structure clear and straightforward. It is wonderful to know that you received excellent service and support from our team throughout your experience.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
Helping Hands review
I have been using the services of Helping Hands for almost exactly 3 years. During this time they have consistently provided me with excellent care, ensuring my needs are met at all times. They have adjusted my care as my needs change, and are always willing to help increase my independence and mobility.
I have had especially good care from Jennifer as my usual daily carer, and am very impressed with Sophie and Charmaine, who continue to support me in the office.
October 15, 2026
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
We are pleased to hear that you have been using Helping Hands for almost three years and that the care and support you receive has consistently met your needs. It is wonderful to know that your care has been adapted as your needs have changed, helping to support your independence and mobility.
Thank you also for recognising Jennifer, Sophie and Charmaine for the care and support they provide. Personal feedback like this means a great deal and highlights the positive impact our team can have.
We will be sure to share your feedback with the team in Camberley, who will be delighted to read your comments.
Kindest regards
Katie
Rashurd was very efficient and helpful
Rashurd was very efficient and helpful, seemed very professional. I look forward to meeting Zoe at the end of the week
October 19, 2026
Unprompted review
Reply from Helping Hands Home Care
Good morning Courtney,
Thank you for taking the time to leave us a review, we really do appreciate it.
We are pleased to hear that Rashurd was efficient, helpful and professional throughout your experience. It is also wonderful to know that you are looking forward to meeting Zoe later this week.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
Helping hands are a fantastic company…
Helping hands are a fantastic company they are very compassionate and caring. Lauren and Ebony are fantastic with my client and the go above and beyond to meet all her needs and have a fantastic bound with her.
I would highly recommend helping hands to anyone that needs help looking after a loved one.
October 19, 2026
Unprompted review
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
We are so pleased to hear about the compassionate and caring support your client has received. It is wonderful to know that Lauren and Ebony have built such a fantastic bond and consistently go above and beyond to meet their needs. We also greatly appreciate your recommendation of Helping Hands to others looking for support for a loved one.
We would love to share your feedback with your local team, who will be delighted to read your comments. To help us do this, we would be grateful if you could update your review to include the branch that supports your client. Alternatively, if you feel more comfortable, you can email me directly at Kathryn.wilson@helpinghands.co.uk with your client's name and postcode, and we will ensure your feedback is shared with the appropriate team.
Kindest regards
Kathryn
Our assessor Niamh was so professional…
Our assessor Niamh was so professional and kind and understood ou position and the need for flexibility.
October 9, 2026
Reply from Helping Hands Home Care
Good morning Julie,
Thank you for taking the time to leave us a review, we really do appreciate it.
We are so pleased to hear about your positive experience. It is wonderful to know that she was professional, kind and took the time to understand your situation and the importance of flexibility in meeting your needs.
Providing a supportive and person-centred service is very important to us, so we are delighted that Niamh's approach made such a positive impression.
We will be sure to share your feedback with the team, who will be delighted to read your comments.
Kindest regards
Katie
Friendly helpful staff
Friendly helpful staff. Reliable. I like that they email the rota for helpers as it puts my mind at ease if the helper is known to me. Feel comfortable with the staff
October 16, 2026
Unprompted review
Reply from Helping Hands Home Care
Thank you for taking the time to leave us a review, we really do appreciate it.
It is wonderful to hear that you find our staff friendly, helpful and reliable. We are pleased that receiving your carer rota by email helps put your mind at ease and allows you to see familiar carers whenever possible. It is especially rewarding to know that you feel comfortable with our team and the support they provide.
We will be sure to share your feedback with the team in Colchester, who will be delighted to read your comments.
Kindest regards
Katie
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