Company Details

I was a service user with mears for a number of years and was happy with the service, but Cera took over and the service is terrible! They send carers who are not trained to carry out the care plan. Seems to me they are not providing the correct care. Quite often they send carers who haven't got a clue what to do. Care companies are supposed to have a duty of care and Cera definitely are lacking in that.. I would advise anyone thinking of needed care to look elsewhere.

Update - 81 yr old mum in law been in hospital 4 weeks . Concussion , broken collarbone, black and blue . No contact from Cera care following a complaint and they have now taken us off their books . No word whatsoever. Carer left her like that and did not inform family who found her in awful state hours later . E mailed the details given . She is a different woman now and almost bed bound and eating little . Coming out today to vastly different environment and having to pay through the nose for a private carer as we complained and they ended us .

Left my 81 year old mother with dementia laying on the sofa, unable to move and trembling having fallen down the stairs and broken her clavicle. Did not bother to inform the family or call an ambulance and we only found her still on the sofa 2 hours later. Shocking care or lack of care providers who are clearly not fit for purpose. Please don’t let this firm care for your loved ones. I notice CERA have been using their own staff to make reviews in an effort to improve their poor score rating.

We have been delighted with Cera Care. The carers have been so kind, helpful and reliable with my mothers care. Whenever I contact the management they are quick to respond and flexible with any requirements. I love the Cera app which I look at every day to see what is happening with my mother. Thank you to all the Team.

Shambles Alloa branch no proper times lied to by office sick as nd tired of the whole situation they bang on about technology when half the time it doesn’t work carers on phone instead of attending to service users as it is not working no show visits then go on app to see lies about what they have completed when they haven’t even been there disgusting and the carers openly discussed other service users!

Cera Care Wolverhampton took over the care of my mother who was suffering from end stage dementia and needed double calls. Despite my mother's often challenging behaviour they carried out their duties with a smile. I would like to thank their team who attended on my mother (especially Clare) and would recommend them to anyone. Sadly my mother passed away yesterday and I thank them so much for their care and support.

So happy with the care my Mom receives. Nothing is to much trouble. The carers are so kind and patient with Mom who has dementia. It is usually the same carers that go into Mom which is really important with her having dementia and her knowing their faces, I would highly recommend Cera Care

The carers are always friendly and willing to help my Dad . They provide me with a record of the visit , which is great for me as I can relax knowing he is cared for.

Cera care Wishaw /Lanarkshire, Just want to write a little note saying the devoted care and assistance both my parents receive from the company is amazing Always take good care of there needs and when they go on holiday they even look after there wee cat, it’s difficult as a family we are all distant from parents ,living in different areas Edinburgh/Rothsay and Lanark !! The staff are fantastic with them , just want to say a big thank you to all who attend them, P.Mcardle Edinburgh ☺️🙏

My local branch (Kings Lynn) are currently caring for my mother in law (MIL), who has Alzheimer's and is currently on medication that has to be given with the control of a Mar Chart. On several occasions over the last year I have found her medication left on her bedside table for her to remember to take!! and the Mar Chart signed, or of late just a cross put on it, implying that she is refusing it, but the meds left anyway?? apparently, it is not the carers job to dispose of this medication, that has been left out, but clearly visible by my MIL and the carer who attends on the following visit and apparently it is not their responsibility either to put said medication away out of sight from my mother in law, ie. back in her lock box!. So if it was medication left out in front of a child I guess that's ok too?? The woman in the office Diane, should NOT be doing the job she is doing as she hasn't got a caring bone in her body and every time I have spoken to her she is rude, obnoxious and very clearly has NO empathy for any of her service users or their families either. We entrusted her care to these people who we have no choice but to use, as its arranged by social services. I have complained many times, as has my brother in law, when they forget to put her on the call rota for days on end. I was told today that if I am unhappy with the service that I can always go elsewhere!!. Which I will be doing with effect from tomorrow!! On one occasion, my sister went in to see my mother in law, only to find the carer cuddling my mother in law in bed watching TV! Very inappropriate and totally unprofessional. As someone who has been a carer in the past and also cared for my mum and dad when they were dying, I am speechless as to how this company are still running!? or at the very least still employing the unprofessional, uncaring staff that they do. They are a total sham and I for one can't wait to get rid of them and look after my mother in law myself until more fitting arrangements can be made. She deserves to be cared for correctly and medication given correctly too so that she can enjoy what time she has left in this world, rather than being left to these numpties. We will never use them again or give them a good review either! Take my advice, if you love your relatives don't use this lot!!

Where is the minus stars? This company is the worst I have ever had the misfortune to deal with. Poor quality of care, lied to all the time. Care plans not done, visits missed out to a vulnerable blind elderly person. Care times cut short, medicines left laying about, bed sores from not being washed. Poo on walls in kitchen… spillages not cleaned up… in fact imagine the worst care you could get and there they are! Do not go near this company because care is certainly not what they do.

What is going on with the communication at Cera? Your office should by now be well aware that we do not accept agency or unvaccinated carers , despite this an agency carer attended at 1130hrs today and was turned away even though Hayley was scheduled for 1100hrs. Carol has not received care now for two consecutive days and my patience is wearing very thin with all the inconsistencies in care provision over the past few weeks. I also notice that Hayley is rostered for 1115hrs tomorrow, Carols time is 1100hrs the fact that new clients have been taken on in the village should not interfere with this time, their times should have been rostered around existing clients and NOT visa versa. This is the last time I will bring these problems to your attention before considering who should provide Carol’s care going forward. I do not expect to receive invoices for the two missed calls. David

Outside of the odd member of incredible care staff that work all kinds of long hours, the remainder of this company is awful. We have been waiting for nearly 2 years for a copy of an invoice from the Finance Manager of the Crewe branch to be sent to us. Yes, two years. Cheshire East Council have also been chasing them for a similar amount of time. If I didn't have the email chain communications to show the CQC I'm sure they wouldn't believe it either! Disgrace. *Update - having emailed the below email address, and CC'd in 3 other staff from Cera Care, guess what, no response at all. There is now an open complaint with the CQC. I think they write the below comment just for appeasement on TrustPilot.

Cera care , Essex and Havering are an amazing company with exceptional carers and office staff that are always there to help . A care company that really cares , about all the people they care for and the carers . An all round more than satisfactory experience. Hats off to all of you and thanks .

Our impression of the way this team in Bristol provided care is up and beyond our expectations. Very well trained in customer care and support. Very good at organising the needs of the service user’s. Excellent at communicating with service user family. Thank you

The care staff are amazing , they go above and beyond what they are paid for! A godsend for my mum. Can’t say the same for CERA app. Won’t always load. Annoyingly it mostly asks me to put in all my password details , not just the 4 numbers! Why is this?

All they go on about is technology they are not interested in the service users funny thing is half there technology doesn’t even work. Be very aware of the management at the ellon branch very unprofessional an very unorganised and just dam right rude hours are rubbish rota is crazy all the time. watch the way you get spoken to if u call in sick as that’s not allowed. They have allot of staff turnover worse care company by far

The data us not syncing I am unable to see the visit reports and the forthcoming plan of who is coming This prohibits me fro. Informing and preparing dad for something different Also the company have NOT responded to a complaint I made about a carer who left after 5 minutes without fulfilling his duty.

The carers are amazing. Even if they are changed at short notice they are all amazing with my dad. Unfortunately I can't say the same for the communications with the office staff (plymouth). My mum (who cared for dad) passed away in October and the care plan has still to be updated. A member of staff did come to the new address about a month ago to update the care plan and it still has all of dads old information on.

He carer do a wonderfully job and friendly. The organisational skills of the office is poor. We have had two reviews and none of the changes have been implimented on there pass system.the pass system does not work , two messages sent and still no reply.