Visiting Angels UK レビュー 6

We had VA in Northampton and the cover wasn't too bad- my parents both needed care and assistance. The carers were ok, a couple were really good and the others less so, and not prepared to do much work, and the admin side less impressive.

Due to various circumstances relating to my parents health we put a hold on the cover and agreed an end date.

Unfortunately VA continued to take the funds under the direct debit for several weeks after the agreed date (my father died so it was not the top of the list to check and we had agreed to keep it open as we didn't know if Mum would want to continue- so hadn't cancelled the direct debit) No invoices were sent just the payments taken

We have been trying to get a refund of the money and as yet this is to be dealt with. We understand that someone in the office has passed away but are disappointed that this has not been remedied as yet. we are being told repeatedly we will hear but as yet, weeks in from first approaching them this is yet to be dealt with.

VA seems big on marketing hype. It's fine to raise peoples expectations if you can live up to it but service levels are only as good as the carers on the ground and the culture of the franchise management.
The carers my father had were kindly to him but some seemed inadequately trained particularly in relation to his dementia. Some couldn't cook a basic meal and overall there were too many different people going in for a person with dementia to form a bond with and feel safe with. There were 2 very good and empathetic members of staff but you never knew if he would have those as numerous others seemed to be on dad's rosta. When I broached the subject of less and consistent carers I didn't feel like my views were welcome. This was a consistent theme throughout -requests for changes/improvements or complaints if something was done wrong were met with frosty corporate speak and occasionally mildly sarcastic responses. They definitely don't seem to want to work together with families.
A pity overall as the manager seemed to know her stuff and to start with I thought it would be a successful relationship. But they need to focus less on the marketing hype and what's convenient for their business and more on getting the fundamentals of a consistent, client-focussed service right.
Before my father passed away, I had already started to look for an alternative agency to cover their visits.
They do have a good invoicing system in place and returned dad's deposit money promptly after his death without having to be chased (unlike another agency we used) so that was a plus.

On Monday 8 December 2025 I plucked up the courage to walk into Visiting Angels office in Lytham St Annes and pour my heart out asking for help. A very emotional experience. Young lady in office spoke with compassion and empathy and I felt confident walking out that I had done the right thing in seeking care support for my mother. I gave all my contact details and was told I would be contacted by the manager or member of team within 24-48 hours.
I have heard nothing. Absolutely disgraceful that nobody contacted me. I wouldn’t waste your time in seeking support from Visiting Angela. The marketing and social media hype does not reflect reality from this service provider.

⚠️ warning ⚠️

Management here is very deceitful. During the interview, hours and shift patterns are agreed upon – but once you start, these agreements are ignored.

The manager is unapproachable, immature, and unprofessional. If you ask about the shifts you were promised, she takes offence, goes into a huff, and then speaks to you with disrespect. She will even twist things and accuse you of being rude simply for wanting what was agreed at the start.

When you leave (due to the stress of constantly having to fight for your rights), she has been known to call new employers and spread lies about your character. This is despite having previously praised you in messages, saying how happy, approachable, and smiley you are, and how much of a difference you made to clients. (If you need a copy just ask)

I’m not the only person she has done this to – others have had the same treatment. Be very, very careful. I would not recommend this company at all (this is a true post !! Which Angels are trying to hide so here is the truth again) ...

The frontline carers who supported my mother were excellent — compassionate, reliable, and a credit to their profession.

Unfortunately, my experience with the management and administrative side of Visiting Angels was extremely disappointing. After my mother’s emergency hospitalisation and medically mandated move into full-time residential care (a service Visiting Angels does not offer), the company withheld £560 from her deposit, citing a 10-day notice period — despite no care being delivered, or even possible during that time.

I submitted a formal complaint in March 2025. While it was acknowledged, Visiting Angels missed multiple response deadlines — including those set by their own Managing Director — and ultimately failed to provide any meaningful resolution. The matter was escalated via Citizens Advice, who referred the case to Trading Standards. Although Trading Standards advised they could not act further due to the signed agreement, Visiting Angels showed no willingness to apply discretion or goodwill — they appeared content to retain the funds regardless of the circumstances.

This experience raised serious concerns about how Visiting Angels handles client relationships, complaints, and financial matters. The carers themselves were outstanding, but the organisation’s management response to a complex and distressing situation was cold, rigid, and fell far short of what many, I’m sure, would call a reasonable standard.

In short: read the terms and conditions carefully — and then read them again. If something goes wrong, don't assume the organisation will respond with compassion or flexibility. In our case, they did not.

Just wanted to say what a lovely time we had yesterday. It was great to see so many of your ladies in person and how well dad gets along with you all. It was lovely to see him interact with lots of laughs and jokes, and it was very clear to see how fond you all are of him.
Lisa and Kat, Client's Daughters