Agincare Avis 

We approached Agincare to help with temporary respite care at their care home in Littlehampton when my mother came out of Hospital.

The Portland admin team have been extremely helpful and understanding up to and now during my mother’s stay.

The care home staff are very friendly and helpful, and doing a great job helping my mother recuperate.

We are now looking at additional care and, again, the Portland Team are being very helpful and supportive

Lovely home for my mother in law, staff are genuine and smile to ensure a lovely happy home for all residents

Excellent carers looking after my mum who now needs 24hr care very kind considerate and accommodating

Agincare main office were quick, efficient, and extremely helpful in what was a stressful period. I would recommend them anytime

My 96 year old mother with dementia was appointed Agincare carers four times a day by Medway council. My mum was already paying for morning carers with another company but was struggling during the day and in the evening. After just a few weeks of the family monitoring Agincare’s appalling service (that has put my already vulnerable mother in danger), we have removed them from caring for my mother because the management team have not acted to address or rectify the abysmal level of service experienced by my mother. I cannot express just how appalling their service is!

From day one they have failed to turn up on time, often hours late. (Primarily, because the carers rely on public transport). This is not good for someone that is waiting to eat at an appropriate time or who is waiting to go to bed! The fact that the carers all rely on public transport was pointed out to us on numerous times by the supervisor and coordinator who were unsympathetic to the fact that someone with dementia benefits from a rigid routine.

Most times the carers did not stay for the allocated time. Sometimes only 5 mins when they were being paid for 45 minute appointments!! (We have video evidence of the times of their comings and goings which do not correspond with the times on their logs). When questioned, the Carers visiting my mother had no care plan for her so had no idea of her needs or the requirements of each visit. One of the carers even asked my mums separately employed cleaner about what she should do whilst she was there!!! Mum’s personal hygiene needs were not attended to as they should have been and the carers made no attempts to wash or dress a wound on her leg despite this being a requirement in the initial meetings to arrange the care.

On once occasion two carers came. When we asked the supervisor about this, this should not have been the case. No idea if the person accompanying was an employee of Agincare or just a friend of the carers that should not have been there. Either way - not appropriate! One evening the carer turned up an hour late. They were advised in advance that if all the lights were out not to go in to the house because it would mean that my mother will have already gone to bed. Despite being asked to please not attend as they were too late, the carer still let herself in and was creeping around the house and even went to look in on my mum! Thank goodness she didn’t wake up as she would have had the fright of her life!! On another occasion, a carer went upstairs to my mother with her hoodie up. Pretty scary for a 96 year old. Another carer went upstairs to my mother, put the seat up on her stair lift and turned it off with the key and then left with it still being like that like that. My mother could not work out what was wrong with the stair lift and we have video footage of mum coming down the stairs on her bottom and crawling back up them on her hand and knees!!! No one seems to read any other carers notes so my mum was being fed a sandwich for lunch and another for her dinner despite clear instructions that she was to have a hot meal in the evening and us leaving a freezer full of Wiltshire farm foods which could be easily heated up for her. Some of the carers put her to bed at 6pm which meant that she was then up all night and very confused what time of day it was when she awoke and about the fact that no one was coming to see her.

Despite raising almost daily concerns with the supervisor and coordinator, Agincare failed to act citing that they “will investigate but we have another 90 patients to look after!”. Thus continually failing to provide my mother with any care of a reasonable quality despite serious concerns being raised to them.

Overall a totally unprofessional and uncaring service was provided by Agincare and I would not leave this company to care for my dog, let alone a vulnerable elderly person with dementia. I will be raising a complaint at the highest level not only for my own mother’s sake, but to try and stop this from happening to any other vulnerable adult that has the misfortune to be appointed this care company and who may not have a family looking out for them. PLEASE AVOID AT ALL COSTS!

Very helpful. They explained everything clearly on the phone and confirmed it all in writing.

Mum has just moved into Nightingale Care Home. On her arrival she was made to feel so welcome, the staff were so kind and reassuring, nothing was too much trouble.

Did what they said they would do...very promptly

This is our first experience with Agincare and so far the service is excellent and the staff we have had contact with are friendly & helpful. We are in the process of moving our mother to the Gorseway Manor on Hayling Island from another care home near Reading.

The support we received from Agincare was excellent. A live in carer for my father was provided within 24 hours. Kenny was kind, gentle and very professional and we could not fault him. The support we had from the care manager, Emma, was also brilliant. We would certainly use Agincare again.

I found all staff very helpful and friendly. The residents were all happy and well cared for which made me happy to let my husband have some respite at the property.

You let me down at the very last minute - you said you could provide 3 live in carers to choose from, 2 days before my mum coming home - no profiles and could only offer us a male carer!!!!!! My mum is 86 and made it clear at the first contact - no male very dissatisfied- what a let down I will tell everyone not to bother with you, what a waste of everyone’s time - the assessment, the visit to my mum’s home for inspection then could only offer the one thing she didn’t want! Disgraceful carry on! Should be ashamed of yourself as a company!

Excellent service from Mike Edge, everything handled so swiftly and efficiently. Thank you

St Peter’s park bexhill old town
This my first ever time of having to look for a restbite care home for my Dad, I was so cautious, reluctant in having to do this, sad, feeling a failure, St Peter’s Park was my first option, I was so dubious , but oh my word, i’m so glad I went to visit here, Hazel and Ruth were my first contacts, and immediately I knew I wanted my Dad to be here.
They took the time to listen to me, my fears, concerns and understood my tears, I knew my Dad would be well looked after, and treated with respect and dignity, Thankyou so much for welcoming my Dad, and caring for him the way I wanted him to looked after .

They (Nightingale care home) dont pay their suppliers. They booked a cleaner from us, they still havent paid the cleaner after 2 weeks. Even though we call every day. Hope they treat their residents better

Booked by Samantha Ely

You have today asked for more info to prove I'm genuine. Why didnt you just ask Samantha Ely as above who booked us? You booked a cleaner with us. You did not pay until the cleaner turned up on 11/10 and demanded to see the manager.

Good communication, staff show respect and empathy

So far so good, My mum will be start her care with Rochester Care Home later today. But so far the interaction I have had with the Manager and one of the Care nurses has been really positive and has put me at ease for my mum. This is probably going to be the last place that she will actually live and I needed it to be the best that we can get, and so far Rochester Care Home has been the best i have viewed. To Be Continued...

I'm rating the experience I had with Agincare the company not the care home. Everyone I have interacted with this company has been been really efficient and friendly. Kudos to Demienne as she went above and beyond to help

Having contacted Agincare about a relative who required significant care, I can thankfully say that the whole team at Agincare have been tremendous. From Mike at HQ who assisted with assessing care needs and finding the resources, Hazel who guided us around new surroundings, the catering team who provide wonderfully nutritious and appealing food throughout the day to the wonderful nurses who really care for their guests, Tara, as the medical lead, who is able to ask all sorts of questions, and Ed who has sorted out the entertainment.

My mum's care needs changed quickly and we urgently needed to get her into a care home. The staff were wonderful in very quickly assessing her care needs and bending over backwards to get her into their Admiralty home asap.
My mum has only just gone into the care home but if the staff are as kind and caring with her as they have been in placing her there then we'll be very happy and the initial respite stay will become her long term home.