Home Instead Senior Care is a leading provider of in-home senior care services, dedicated to helping older adults maintain their independence and quality of life in the comfort of their own homes. The company offers a range of services designed to meet the unique needs of seniors, including mobility assistance, everyday task support, and specialized memory care. With a focus on personalized care, Home Instead works closely with families to ensure that their loved ones receive compassionate and attentive support. Targeting families seeking reliable and professional care for elderly relatives, Home Instead Senior Care emphasizes the importance of a caring approach in its services. By matching clients with local offices, the company facilitates tailored care solutions that address individual needs and preferences, ensuring that seniors can age safely and comfortably at home.
Home Instead Senior Care receives a mixed reception from reviewers, with a significant majority expressing dissatisfaction. Many customers criticize the company's management, citing poor communication, lack of training for both management and caregivers, and a general absence of compassion.
Complaints about rude staff and inadequate support for essential home needs are prevalent, with some reviewers noting that caregivers lack basic skills for household tasks. However, there are positive mentions of individual caregivers who provide excellent service, with some clients appreciating the reliability and responsiveness of specific branches. While a few reviewers highlight the quality of care from certain staff members, the overall sentiment leans heavily negative due to systemic issues within the company.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.2 | 156 | 100% | -1.2 | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 24 | 2.7 | 3 |
| Sep 24 | 1.0 | 1 |
| Oct 24 | — | 0 |
| Nov 24 | 1.0 | 2 |
| Dec 24 | 4.0 | 2 |
| Jan 25 | 3.0 | 2 |
| Feb 25 | 1.8 | 4 |
| Mar 25 | 2.3 | 3 |
| Apr 25 | 2.7 | 3 |
| May 25 | — | 0 |
| Jun 25 | 1.0 | 1 |
| Jul 25 | 1.0 | 3 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 156 most recent reviews.
“We went to them on basis of personal recommendations and were so happy with the service they gave”
“Make things that are needed to stay at home easy to obtain”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Health & Medical.
| Company | Overall | Legit | Service | Value | Delivery | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 2.2 out of 5 (poor) | 100 out of 100 | 2.4 out of 5 (poor) | 1.5 out of 5 (poor) | 1.9 out of 5 (poor) | −26% | 156 |
| 4.6 out of 5 (good) | 100 out of 100 | 4.6 out of 5 (good) | 2.6 out of 5 (poor) | — | — | 1,000 | |
| 4.3 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.6 out of 5 (good) | 3.5 out of 5 (good) | — | 100 | |
| 1.1 out of 5 (poor) | 100 out of 100 | — | — | — | — | 100 | |
| 1.8 out of 5 (poor) | 100 out of 100 | — | — | — | — | 100 |
Bottom line: Home Instead Senior Care is #3 of 5 on overall rating in this group. On value, Canada Pharmacy scores higher (4.6 vs 1.5).
156 reviews of Home Instead Senior Care. Filter by what matters to you.
Lip service to clients. No training is given on basic housework most carers dont know how to operate a vacuum cleaner or a washing machine. On a sunny day one carer asked me if she should hang a wet jumper in the hallway to dry?? The mgt ask what they could improve on and then they dont take action. Frequently strange / unknown carers turn up unannounced. No phone call to explain changes despite this being flagged.
They started superbly but then they began ringing late afternoon to change the timeout call which interfered with my medication and routine or were cutting short the visit length. Usually I could reorganise but one day I received a call late in the afternoon just as I was leaving to shop again shortening the visit. While queuing to payable 7.00pm. I received a call saying the carer was at my home. The contracted time of the visit was 7.45pm for 1hour. I said it would take at least 15minutes to get back. On arriving the carer walked towards me from along the road and told me her my time was up and she was going to her next client. On getting out of my wheelchair, putting shopping in kitchen then returning to my room the time was 5mins before the regular call time. NOBODY HAD ASKED IF IT WAS CONVENIENT. JUST THEIR STATEMENT OF INTENT. THE VISIT WOULD BE HALVED, NO MENTION OF CHANGING THE TIME. I SLEPT FULLY DRESSED. Next day I received a call cancelling my care. Reason given, I didn't seem satisfied with their ORGANISATION!
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Sutton Coldfield Franchise We used Home Instead for 2.5 years to care for my mother before we left them. I would rank 3 of the 5 carers we experienced as exceptional. They really cared about what they did and did it well. However, the back-office team and owner ranged from adequate to incredibly poor. Even when things were proven not to work, the way they rigidly and doggedly stuck to their processes and policies was incredibly frustrating for the family trying to manage care needs. We tolerated incorrect billing, admin errors and a general coolness towards customer focus. The straw that broke the camel’s back was a bad experience with 1 carer who made fundamental mistakes putting my family member at risk and Home Instead failed to acknowledge this at the management/owner level (or compensate for the fallout charges). When things went wrong of their making, there wasn’t any genuine empathy or goodwill that I experienced. Home Instead are the most expensive that we found, so charging a premium for the hassle and oversight I had to do myself wasn’t acceptable.
They are unreliable. They just walk off the job. They do not alert the patient. Try to find a reliable experienced caregiving company who will communicate with you, not people who just don’t show up and leave you hanging there, helpless.
My step dad has been with Home Instead for years. We found out late yesterday the whole family has Covid. We informed the cleaner very early this morning. Just been told that he will be charged for the service. He only uses Home Instead because of the wonderful cleaner. Shame on you.
Unreliable, terrible caregivers and bad billing system. My caregiver was the nightmare from hell. They don't vet their staff very well. She was bi-polar and a jeckl Hyde. I wouldn't recommend them to anyone. Ok that's not fair. I had some very good caregivers with them. It was just the last one that was so bad. Not sure why I kept her as long as I did. Had her from abt March thru September.
I spent five months chasing a refund for a no show by this company. The care for my mother was respite so only provided while I was on holiday. She seemed satisfied with the care but obviously I didn’t see it because I was away. Eventually when I rang to ask for more respite care they booked it in and said they would ring me next day for payment. No one got back to me so I rang them to pay and was told the manager had decided they weren’t doing short term respite anymore! What happened to giving two month’s notice before any changes are made? I went on the website and what’s the first thing that comes up? “We do respite”! I think I was singled out as an awkward customer. I got my mother to write asking for confirmation in writing that the service was withdrawn before she paid another admin fee elsewhere. Unsurprisingly we heard absolutely nothing. The company I use now e-mailed me a rota with who was coming when. What a difference from being abroad to be rung and told the carers haven’t turned up. I’ve read a lot of the good reviews and wonder whether this company varies from branch to branch around the country?
Be aware that this company charge for 4 weeks care after it is stopped. A charge is reasonable because caregivers have been booked, but FOUR weeks seems very unreasonable. Care homes are only able to charge for 1 week in same circumstances. Given the high demand for carers, I am sure they were able to get other work within 4 weeks. It has been a recent change to their previous T&Cs. It is hard to pay after a death or unexpected move to full-time care.
I was so excited to work for this company. The 3 day induction training was unpaid,Saturday Sunday and Monday 9am-4pm. I was a companionship caregiver,and my clients were dementia clients who I thoroughly enjoyed working with but I initially was told I would have 12hrs aweek but I only got 4hrs. As time went on I received 10hrs but that didn't last long before some clients were taken off me. I was misinformed about claiming car travel allowance so I never received any payments for 3 months and had to arrange a meeting with the main boss to finally receive it. The office staff come across as being supportive but aren't and continually lied to me concerning alot of issues.Never returned my calls. After I'd worked there a short while my client visits were obviously turning into personal care visits which wasn't the role i applied for.I covered holidays for other caregivers and was shocked at the lack of previous care the clients had been receiving. Once I booked a holiday and I received a phone call from the office asking if I needed the holiday as other caregivers that worked more hours than me wanted that day or me having one days holiday 'messed' it up for other caregivers holidays. I finally put in my notice I was told I had to work 4wks notice and then I would receive all monies owed including holiday hours accrued. I never had a contract but worked the 4wks as asked but never received the accrued holiday pay. I contacted the office and as always was told they'd get someone to look into it. Every call was ignored,every message was ignored. The caregivers are lovely,the clients are lovely and it was a pleasure spending time with them, but he office staff are not.
I worked for home instead 2 years ago. At first they were a fantastic company to work for. But they soon learnt that I never said no, so was given more work, I questioned my pay as I was over working. They sent someone from the office to go through my pay and they worked it out that I was no earning too much. Because I am disabled and receive DLA. my money was stopped just before Christmas and when I rang H.I they said I would have to go to the food bank. Not long after this I had a fall at work, and was asked if I could promise it would not happen again. I couldn't do that so had to leave my job. I had little support when I had a problem with live in carers.
I employed the Bristol Home Instead team to look after my mum who has Alzheimers. My reason for doing so was to help Mum with her personal hygiene. In the 9 months of them visiting Mum, not one person washed her. They were completely unreliable, turning up between 1-3 hours late. Any complaint to the office via email was ignored. Telephone complaints about wrong bills and carers not turning up - I was told they'd look into it and call me back - but they never did. Some of the ladies were lovely - however they didn't have a clue what to do and would always ask me what was wrong with Mum as she had no speech - none were ever briefed about her condition or what I expected of them. A succession of 2-3 different carers a week, never gaining Mum's trust as all they did was make her a cup of tea and then write in her 'company logbook'. Our last carer was a chef at a local Indian restaurant! An extremely unprofessional firm - avoid!
Home Instead Senior Care is a leading provider of in-home senior care services, dedicated to helping older adults maintain their independence and quality of life in the comfort of their own homes. The company offers a range of services designed to meet the unique needs of seniors, including mobility assistance, everyday task support, and specialized memory care. With a focus on personalized care, Home Instead works closely with families to ensure that their loved ones receive compassionate and attentive support. Targeting families seeking reliable and professional care for elderly relatives, Home Instead Senior Care emphasizes the importance of a caring approach in its services. By matching clients with local offices, the company facilitates tailored care solutions that address individual needs and preferences, ensuring that seniors can age safely and comfortably at home.
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