TrustonTap Reviews 175

My experience with Trust on tap Oxford to date has been very positive and professional. The process of selecting carers has worked well and the support team have been very helpful and efficient when care has been required. The original care requests were for add-hoc companionship, but more recently this has changed to every day care and is changing again to 24/7 live in care. The Trust on tap team have been able to significantly help with this transition.

I've worked for trustontap for 3 years. they are meticulous, and attentive to the needs of their clients, and carers. I would have no hesitation in recommending them to any potential employee, or client.

erin is very reliable and a pleasure to see each week

Choosing a Carer is a very Important Job as your loved ones are in someone else's hands! and you would hope they are treated with respect and Dignity! so how do you choose? well with Trust on Tap they send you some profiles and you get to try before you buy!!!! well meet anyway! we chose Mohammed I wish I had that much luck with a Lottery Ticket because we hit the jackpot! He and Dad (96) have hit it off and you hear laughter whilst all the Icky Jobs are being seen to! and the Respect he shows Dad is Incredible! * **Update all well and good until the Carer is unwell (they are not Robots) then you are pretty much stuffed! you may get another recommended carer but you have to arrange, all this after finding your loved one stuck in a pile of **** as no one turned up that morning! until this is sorted by the Company I'd avoid! btw Mohammed is still 5*

I am happy about the deal i get and also happy about their customer service. Their service is marked by efficiency and punctuality.

My experience with TrustonTap has been very professional. As a carer my trainings are up to date. The Induction was good because I was supported on every step.of the way. The office team is always cheerful.and never a dull.moment.

Amazing staff and always so helpful!

Staff are always really helpful and friendly! Definitely recommend!

I was sold ToT as being a friendly, kind and alternative agency. I was looking for ad hoc care, and occasionally live in care, for my partner who has young onset dementia. I was told that I wouldn't need to pay for hours that I didn't use. No one informed me of the implications of making the type of booking that I made.ie. That I would have to pay for 2 weeks notice and to add insult to injury, that a cancellation fee would be charged. The constant phone calls checking on whether I wanted to make a booking felt like they were either desperate for my money or paranoid that I would go elsewhere. I will not use again.

For 3 years I have been working with TOT and things have been good until February 2024. Why this year? I don't know. Apart from having to chase up a statement every now and then (but was quickly sorted) all was OK.

For example, after I decided to end my service with one of my clients, and going by my TOT contract, I gave my client my
2 weeks notice and the client agreed
to have me work and pay these last 2 weeks.

However, I was 3 days into working my
final weeks when the client advised TOT she did not need me to come and work
the last weeks but she still agreed to pay.

It was then the client decided to not pay for my 2nd week but instead took it upon herself to claim a whole lot of rubbish to TOT. Unfortunately, TOT immediately took her side without any return dialogue with me. Needless to say, I firmly disputed it.

I gave my honest feedback to all her complaints and in the end TOT acknowledged I was in the right and
"tried" to get back my last weeks pay
from the client. Needless to say, TOT
failed to retrieve it (BEFORE the client revoked her bank details) so its this client who breached her TOT contract not I, so why am I out of pocket? I was
absolutely gobsmacked. If It had been I whom breached my contract, I'd probably be fined or dragged to court. So, I had no choice in the end but to let it go.

That was ONLY 1 example. Later, I found out thru a new booking client, that she advised me that TOT lied to her about a few things (which I told the client were definitely not said by me) so after this, all communication thru them, her and myself broke down terribly and the booking was lost in the end.

Then the last straw came when TOT advised I was up for a raise review with a client, however the client agreed to the raise ONLY if I cut back my hours. I refused the raise as cutting back my hours would have lost me money. Besides, these hrs were agreed back in December 2023 and for 7 mths this client was happy with it until the pay raise. Then I received an email from TOT with an ultimatum to take the raise and cut back the hrs or hand in my notice. Unfortunately I had no choice but to resign from this client as this was unacceptable.

How is this "supporting" your care worker?

Now, I've also had the ridiculous excuse why TOT closed my portal without consulting me and I got the same lies as usual. Stating I breached my contract because I was doing the HRS AGREED with the client since DEC 2023 (my statements/payslips prove this)! As you see above, I had no choice to leave so HOW does this constitute breaching a contract? Liars and cheats that's what TOT is all about.

So, I'd seriously re-consider your working for TOT as they WON'T have your interests at heart. Plus, as they take a good 18% admin fee out of your cheque, for which I had no issue with, they refused to do their job fairly for me.

These are the signs of a deteriorating professional relationship between a carer and a care business from their lack of good communication, their avoidance, and in the end, my overall dissatisfaction.

For a business that is always in need of good care workers, they sure do have a terrible way of trying to keep them.
BEWARE.

PS in regards to TOT response... You are absolutely WRONG. I stand by EVERYTHING I SAID...and YOU absolutely had no right to suspend my portal. I have all the emails to back everything up.

Very nice carers, responsive staff to telephone queries.

Absolutely outstanding PA so lucky to have found someone so caring, kind and fun to be with to make life so much more rewarding and easier to cope with.

Very reliable service so far. Carer lovely with my mum which is great

TrustonTap were fantastic in finding the right live-in care for my sister following her heart surgery. Henrita is kind, very experienced and patient with my sister providing the right level of support as she recovers. I couldn’t ask for more and am very happy. They have helped us enormously to get her back home after a long period in hospital.

The quick fix. The person they found. The organisation of payment. I am only two weeks in so early days. Never had such good service with other care company

TrustonTap have been brilliant. I was skeptical at first, especially when having to agree direct debit details with the application, but they came recommended by a palliative care nurse friend in Oxfordshire. They have found us help in a geographically difficult location because of where we are between different counties and urban centres in South Oxfordshire. So we were quite surprised at the swift response. And, even better, they arrange for the same assistant/carer every week which apparently is quite unusual. The digital platform has worked well for us and is straight forward to use.

Thank you team. So nice to get good quality communications and help at a tricky time.

Mohammad has been a very good carer during the four days I was without care. He was punctual and remembered my routine from the first day.He is kind and intelligent, responding to conversation but not talking too much.He is thorough but gentle in the practical care. His approach is thoroughly professional.

Chelsea was brilliant helping me arrange my care. She really did put my mind at rest and I know I can call her at anytime 😊

Amazing company! Staff are so pleasant and really try to help. Carers who really do care. Couldn’t recommend more.