Millbrook Healthcare Reviews 

What a truly abysmal company and workmanship, fact!

3rd time out to fix the truly awful work they did on my level access shower/bathroom, and actually made it worse and a load more mess!

The bathroom now retains water in sections, the shower tray moves under my feet, making it feel really not safe to use the shower for fear of losing balance!

The hot tap moves, the extractor fan blows outside freezing air 'into' the bathroom and makes the whole of upstairs cold, costing a lot more in heating, and with spinal arthritis that's very painful and make it harder to move.

I ideally want it all ripped out a reputable company to do the work, that Millbrook Healthcare obviously don't have the talent for!

They started work on my 50th birthday in the middle of August 22' and I'm still having to have them come out to fix terrible problems because of their shoddy work throughout this awful experience, from August to November 22', and the work is nowhere near finished!

Never have or allow Millbrook Healthcare into your property, not ever you will regret it, trust me and the 1 STAR that this phenomenally, despicable company has, it honestly deserves ZERO stars!

My partner worked for this company for 3 months, they was expected to fit a whole new bathroom in 3-7 days even with complications. The managers never contacted back when there was an issue and they are damn right disrespectful. He has put his own time into this job even leaving at 7pm at night. Today he got sacked for not calling a manager back while he was working cutting tiles

Spoke to Teresa at Millbrook - she was unhelpful and useless, walking frames that has been supplied by Millbrook had become warned out over the years, not safe to use. Teresa first claimed the frames have not been supplied by Millbrook, so she couldn’t replace , she then changed her tune to, she couldn’t find them on the system, she then wanted to terminate the call requested I spoke to her manager, she then asked for the serial number on the frame and found that it was in fact a product of Millbrook, she then would not pass a message on to delivery driver to adjust the height or call when making the delivery stating the paralysed patient will need to open the door and adjust herself Absolutely appalling service. Just got worse over the last two years especially the call centre.

I have been trying to get a new wheelchair since January 2022. I need this wheelchair specification to allow me to progress the order of my WAV with Motability. I have had an assessment to determine the specification but for one reason or another it is not possible to get the specification I require. So another assessment has to take place. That would not normally be a problem except for the fact that it then takes months before that reassessment can be arranged.
Rang this morning to try to get an update as to when my next appointment will take place. Was informed that a new provider is taking over in October so no appointments can be arranged until the takeover has happened. How can a business, that is patient facing, survive by making no appointments until after the business is transferred.
The NHS certainly needs radical reform if it allows its service providers to operate in this manor.
I assume I will get one of the standard email responses as have other people who have raised issues. I can only hope the service improves with the new provider.

It gets worse. 'Elaine' says that she would like to follow up with me. Fair enough. But if you ring the Millbrook number (0800 988 2210) none of the options allow you to speak to their 'Governance Team' and (ironically) option 7 for complaints no longer accept calls. I tried HR but it connected back to the gateway options.

I would not even give Millbrook one star. Their engineer visited our home to respond to some issues that a family member had which resulted in modifications to their wheelchair without explanation of how those modifications worked. Consequently, it was impossible for them to transfer when they had to and this resulted in life changing injuries, over a year in hospital, at least two rounds of sepsis (one in which they almost lost their life) and being confined to bed for the last 4 years. The Health Trust have now told us (4 years later) that they should not have investigated our subsequent complaint as it should have gone to Millbrook. 84%

Ummm, oh dear, all the telephone staff were great and tried to help but they couldn't the clinical staff etc to respond.
So a wheelchair cushion was reportedly ordered for me on 22 June 2022 but nothing ever happened. I have telephoned so many times i have lost count.
Then, out of the blue, a cushion gel inset was delivered to me house - but it was completely wrong.
I started calling again but despite promises of "someone with call" nothing has happened 3 months later.
If this company relied on repeat business or recommendation it would not survive.
I have signed up to join their "Wheelchair Users group" but I have not heard any more yet.

There’s guys are a joke: had a engineer attended to install a electrical bed for my mother sometime ago he was extremely unprofessional and left multiple cable ties skittered around the bedroom floor that could easily cause damage to any person if stepped on but even more so for a 81 year old in poor health. I was so angered by this I took photo of how things where left and made a complaint via email due to not getting any type of a response I sent the same information 10 times with all my contact information I received not one feedback on this. I say this because today Wednesday 7th of September a engineer called to undertake a check of my mothers electric bed this engineer was unprofessional as you could get he left when I asked him to whip his feet before as he entered my home his response was ok mate don’t worry I’ll come back another day as he was waking back out I responded by saying ok. With the number of poor conduct cases I’ve been involved with it’s clear to me that it’s more then ok for Milbrook engineers to act this way because there’s no come back as if there was this type of thing wouldn't keep happening.

As a past member of rosscare and then Millbrook and after almost 5 years I had to leave as did 18+staff before me and after.
If you like patronising staff who know nothing about engineering or logistics this is the job for you if you want to feel undervalued and even when you go above and beyond you just get pushed even more.
This company also love dead wood especially ones who miss order products or take 5 or more visits to make a repair as they make even more money and what is incorrect just gets dumped,witnessed 1st had £600 items month after month go in the bin new.
And don't bring any issues up with team leaders as its the blind leading the blind and if you have solid proof of issues it will get swept under the carpet.
Don't worry you the tax payers pick up the tab and this incompetent and frankly vile firm make a home run.

If I could give them zero that would be too much. A woman in the final trenches of a really horrible neurological illness has been stuck bed bound since January due to serious failings to deliver a Tilt in space wheelchair. Constant chasing waiting hours for the phone to answered, no one takes ownership, no one calls back, such an antiquated way of working. Takes weeks for paper work to be processed and they won’t make appointments over the phone or by email. Letter writing only. Stupidly they will phone you when they need to cancel an appointment.

Doesn’t deserve 1 star- it has now been 4 months since we ordered a wheelchair for my husband and after the usual excuses of “ things beyond their control “ and they can’t give any sort of timescale when the chair will be available , they have now stopped replying to emails. This is a truly terrible service to some of the most vulnerable people in society

Everything started off well...
Unfortunately, things went downhill at the end. Our family member passed away and we were told that Millbrook will pick up the equipment at our convenience. After a few phone calls, it was clear that a given date of Just over 2 weeks later is the best that they can do, due to short staff and a crises of people needing equipment delivered. Interesting how the equipment left in our room, where the room can no longer be used until it is collected, is not required urgently for others.
After talking to other people who have been in the same situation, it appears that this is the normal thing that happens and that it has been happening for years.
We have now decided to leave the equipment outside, in the garden, and let Millbrook pick it up at their convenience because it is becoming too stressful for the family, friends and neighbours to look at because of the circumstances under how the loved one passed away.

Update: The logistics at Millbrook is laughable. We just had a Millbrook van turn up outside our house to pick up something from a neighbour, but when we mentioned to them that we have things to pick up too, and it seems a bit pointless them coming back again and wasting petrol and time, they refused to collect it. Everyone who we have mentioned it to thinks that it is disgraceful that people are having to wait 2 weeks. Mind you, this is nothing compared to a local person that has been waiting for more than 5 years for a collection. We were told to destroy everything if it is not collected by Monday.

Further update:
A very nice person collected the equipment on Monday. Shame all of the staff are not as polite and understanding. Also found out that if you are able to, you can drop off the equipment at a Millbrook warehouse. We are not planning on using Millbrook again because of our overall experience.

I had a appointment cancel today cancel at 8.15am today. I have been waiting 4 weeks for a grab rails to be put in, one in bathroom and one by the back door and chair raisers. They cancel the whole appointment due to stock/supply issue with the chair raisers, so just because the raisers are not in stock they can not put in the rails. Bloody ridiculous. Cancel 3 times in 4 weeks. I had a stroke 12 weeks ago and this equipment should have been fitted originally a day or two after coming out of rehabilitation which is 4 weeks ago. Absolutely fuming.
Update just rang millbrook to speak to them to ask a reason while it was cancelled and was told 'because nobody answered the door at 7.15am this morning.' Sorry but I know for a fact they don't start work until 9am, was told this by a member of staff at the time the original/first appointment was booked. We have security camera at the front garden and a ring doorbell nothing registered on these devices. Also my husband been up since 7am and taken the whole day off work to be home as well. SO THESE PEOPLE ARE LYING. So I will be putting in a serious compliment to millbrook healthcare today. Absolutely DISGUSTING SERVICE.

It should really be minus 100 💯 r no stars. Wheelchair assessment April fools day obviously I am the fool. Therapist took measurements supposed to have ordered me new smaller argon2. We are now week 12 I have rung them spoken got told no computer it's not our fault your chair has to be especially made. I have asked for new back and cushion well they have them they want me to have these smaller sized ones fitted on a bigger sized chair. I say no I Don't want a mismatched chair.
Latest update is I can drive 60 miles each direction to have a meet up and see if they can find a resolution message very condescending sad be there for 9am. Date given I can't fi date but why am I driving this far with nothing to show at the end. Have had every excuse under the sun. I fit the do you really need a wheelchair am above knee amputee unable to use prosthetic leg due to stump issues. I have asked them to provide me with different chair the earliest I may get my chair is mid July. Today I spoke to sunrise medical who tell me that built to measurements a chair can be sourced in 8-10 weeks I wonder what happened to my order. Wheelchair services in Surrey are appalling they don't care make me feel as if I am a nuisance even writing to ceo makes no difference. Without people needing your services none of you would have a job.

After suffering several falls,the lovely ladies at Community Rehab arranged for some grab rails to be fitted for me,by Millbrook.Waited in two days,bloke finally turned up,stayed five minutes and declared there was ‘metal,could be pipes’ in the shower area and front door where he was supposed to fit grab rails.When I pointed out that his company had fitted several grab rails to other properties nearby,he just shrugged and left.Proper can’t be bothered attitude. I ordered some grab rails from Amazon and got a local handyman to fit them which literally took minutes.Awful company,would never use or recommend them.Goodness knows how much they are charging the NHS for this substandard service.

Useless- sent 1 man to deliver a heavy hospital bed and put it together. It was like a bad comedy sketch watching him try to get it into the house. Clearly a two person job! When the bed was collected the guy was rude, late and unhelpful. Not an ounce of empathy from any of them.
Also had other equipment delivered with no explanation as to how to use or adjust it!

SOMEBODY DO SOMETHING!!!!!!
UPDATE 22 06 22: 2 WEEKS FOR A GANTRY HOIST TO BE DELIVERED, TO GO WITH THE BED THAT EVENTUALLY GOT DELIVERED ALSO 2 WEEKS LATE, NOW DAD IS STUCK IN HOSPITAL (AGAIN!) FOR ANOTHER WEEK, WHICH WILL IMPACT HIS MENTAL WELLBEING (AGAIN!) . THIS COMPANY SHOULD BE SHUT DOWN. THEY LEFT MY DAD IN A BED TOO SMALL ALL SCRUNCHED UP, PRONE TO BLOOD CLOTS AND IN PAIN, HOSPITALS, SOCIAL WORKERS, CARE STAFF, ALL COMPLAINED TO THEM AND GUESS WHAT, NO BED. IF MY DADS HEALTH SUFFERS BECAUSE OF THIS I WILL SUE MILLBROOK HEALTHCARE. DONT BOTHER WITH YOUR STUPID AUTOMATED RESPONSE EITHER MILLBROOK, YOU ARE A DISGRACE!!! WILL BE TAKING THIS FURTHER.

Roxanne (Roxy) so this is why it’s getting such a low score. Because of how she treated people. She’s told me multiple times I’m “to well to be in the hospital”. And then has called me an “attention seeker” Also said that “ you obviously didn’t want it to work, because you didn’t try hard enough” when on about an attempt… honestly I don’t get how she still has a job working at Millbrook or anywhere to do with mental health. After confrontation with multiple people when I was on the ward…

Hi, regarding your last message can you message me again please?

9 year old daughter is a full time wheelchair user, who outgrew her old chair. They left her without any wheelchair after refusing to deliver her new chair when we were shielding. They had the chair in their possession early July 2021 and would not deliver it until late October 2021, leaving her trapped and unable to even use her garden for 4 months. They also lied and said the reason they could not deliver earlier is that they needed the rep present, and there was only one rep to service the entire country. However when they eventually delivered, the rep was not with them.

Made a complaint by email in August 2021 which was completely ignored. Followed up in September, received a short acknowledgment of receipt but nothing else. It is now April 2022, have sent several further emails to follow up, all ignored. They do not even pretend to follow their own complaints policy. They clearly do not care about the service users, as the NHS is really their customer, not the end user/tax payer. They keep getting the NHS contract to provide wheelchair services no matter how terrible their service is, so they have no incentive to care or change. Only by threatening to remove their contract or taking legal action if they continue abusing wheelchair users will this despicable company make improvements.

If i could give minus 5 stars i would . This company, and the ministers who gave them an nhs contract have the soul and integrity of donald trump... disgusting service. Disgusting inept staff.
Reduced me to suicidal with the cruelty sarcasm and complate lack of care exhibited. They give out chairs to elderly or disabled patients knowing that it is not fit for purpose and completely unsuitable.
Discrimination, criminal negligence, absolute refusal to hear anything otger than Profit. They employ monkeys and are getting fat on the misery of their patients.
Parasites.