Home Instead Lewes District & Uckfield

Look Elsewhere for trustworthy care providers. Home Instead Lewes provided domiciliary care for a highly vulnerable adult requiring continuous supervision. During a commissioned visit intended to cover a live-in carer’s break, the care professional: -Left the service user alone; -Failed to conduct a handover; -Did not notify family or the office; -Left the property unsecured. The care plan was subsequently amended to state that the service user must not be left alone. This amendment followed the incident. The complaint outcome concluded that the matter did not meet safeguarding thresholds on the basis that there had been no explicit instruction that the service user could not be left alone. This position was taken despite clear evidence of 24-hour care requirements and dependency. Two additional complaints concerning extended mobile phone use during paid visits and hygiene standards were categorised as “learning matters” and closed without identification of systemic failings. A Subject Access Request submitted under Article 15 UK GDPR was initially refused despite provision of a registered Lasting Power of Attorney. Additional documentation was requested that is not required under UK GDPR or ICO guidance. The provider subsequently altered its position without clarifying the legal basis for the initial refusal. Throughout the process, complaint handling relied primarily on staff explanation rather than independent analysis of risk, governance, and safeguarding thresholds. The matter has been referred to the Care Quality Commission, the local safeguarding authority, and the Information Commissioner’s Office. Families commissioning regulated care services are entitled to robust risk assessment, lawful governance, and transparent complaint handling. Our experience did not reflect those standards.

The care and attention they bring to their service is unrivalled. I have been impressed from start to finish. Thank you for all you do and the way you go above and beyond. An especial mention to Sarah - you have my heart felt gratitude. You are a very special human being working in a very difficult environment.

My mum has been receiving support from Home Instead for the past few months. So far, the service and support offered have been fantastic. The support workers coming in have been friendly and kind but also calm, confident and professional. Shout out to Jill in particular who mum has really taken a shine too! I’ve felt reassured and more than satisfied with the support Home Instead have provided and am pleased we made the choice to go with them. They really make an effort to provide a personal touch.

Home Instead cared for my mother for the last 6 months of her life. The level of care was outstanding in every way. The team was managed by Kat, a highly experienced professional; her carers were just wonderful and showed genuine respect and support not only to my mother but to the family. They were able to be flexible as my mother’s needs changed and were always responsive and adaptable. We are so grateful for the support, love and kindness they gave at such an important time in all our lives.

I cannot say enough great things about the Home Instead Lewes team in caring for our Mum, in her home as she wanted, over the last year or so of her life. Sarah, the co-ordinator and often her carer, was fantastic in not only dealing with but anticipating our parents’ evolving needs and every single person who came to look after our Mum did so with care, compassion and kindness. We are beyond grateful for Home Instead’s help in often very challenging circumstances for our family. Thank you so much to everyone!