A home care provider with 15 branches in the West Midlands is making an even greater difference to the lives of its customers and their families according to a newly-released report.
Helping Hands Home Care has released its latest annual impact report which details the community impact the company delivered in the past year.
The report brought to light how well its staff had provided personalised care throughout the year for its customers, with more than 15,000 customers supported, reflecting growing demand for care delivered in people’s own homes.
As a result of this personalised focused approach, Helping Hands’ average customer satisfaction rating on influential care rating website Homecare.co.uk increased to 9.1 out of 10, with ratings at individual branches reaching as high as 9.7.
The company continued its market-leading score on business review site Trustpilot, with 4.7 out of 5 based on over 4,700 reviews, including consistent praise for staff kindness, respectfulness, and professionalism. The Care Quality Commission, the English care regulator, also rated 99 percent of Helping Hands’ branches as either ‘Good’, ‘Excellent’, or ‘Outstanding’.
The hard work of Helping Hands’ team members was recognised in the report, with its 6,100 carers delivering more than five million hours of live-in and visiting services, and its Expert Care contact centre receiving more than 90,000 calls from customers last year to provide 24/7 advice and support around the care they receive.
Helping Hands opened 10 new branches in 2025, outlining how the organisation has continued to grow.
Emma Pearson, chief executive officer at Helping Hands Home Care, said: “This report brings to life how we live our purpose every day. Our carers make a difference to the lives of our customers in so many ways, helping them live well in the homes and communities they love. It's wonderful to have the opportunity to celebrate this and the work of all the Helping Hands team.
“We have continued to put quality and customer experience at the heart of everything and I’m delighted that our reputation for high quality standards continues to be recognised. Our customer satisfaction rating is now 9.1 out of 10 on Homecare.co.uk, an increase on last year and higher than the UK average.
“Meanwhile, our 4.7 / 5 rating on Trustpilot is both the highest in the sector and based on nearly 5,000 family reviews – five times more than any other care provider.
“The opening of 10 new branches in 2025 enables our team to help more people than ever before to live well at home and in the communities they love - living our purpose through every interaction.
“Our focus for 2026 is on continuing to invest in our people, ensuring that families across the UK can continue to benefit from the very special support provided by Helping Hands’ amazing carers and branch and support teams, enabling people to live well at home and in the communities they love.”
