Melody Care Reviews 

We had hoped Melody Care would be a great option for helping my elderly mother around the house and, more importantly, improving her confidence, mobility, and motivation.

To be fair, we cannot fault the individual carers who visited or the care they provided. The staff members were professional, kind, and supportive whenever they attended.

Unfortunately, the service itself did not have the positive impact we had hoped for. One of the main reasons was the lack of continuity. A different carer visited every time, making it very difficult for my mother to build trust, rapport, and familiarity with the people supporting her. We appreciate that staffing and scheduling can be challenging, but consistency is particularly important when caring for elderly and vulnerable people.

The main reason for this low rating, however, is how we were treated after we decided to cancel the service.

We submitted our cancellation notice by email and requested confirmation that it had been received, along with clarification of the final date of service. We received no response.
During the first week of the notice period, my mother informed one of the carers that she would like to skip the following week’s visit as we were hoping to get away for a few days.
We understood that this missed week would still be chargeable under the one-month notice period set out in the contract, and we accepted that.

However, after that, Melody Care did not attend for the remaining weeks of the notice period. We received no schedule, no communication, and no attempt to contact us regarding the remaining contracted visits. As a result, two weeks of scheduled care were never delivered.

The only communication we received from Melody Care after our cancellation was regarding an outstanding balance. When we spoke with their finance team, we explained that we believed there had been a misunderstanding and that the request for one week off may have been incorrectly interpreted as cancelling all remaining visits during the notice period.

Despite this, our deposit was retained and we were charged for the missed week, while also receiving no care for the remaining two weeks. In effect, Melody Care received approximately £250 for appointments that were never carried out.

While the carers themselves were excellent, the lack of communication, poor handling of the cancellation process, and charging for services that were not provided left us feeling extremely disappointed. Based on our experience, we would not use or recommend the service again.