"Very good for me, never had a problem"

I live in sheltered accommodation and they are here regularly. After an assessment by Adult Social services, They contacted me two days later to arrange a delivery time. One piece of equipment was out of stock but this was the least important. When the equipment was delivered the fitted the railing to my bed and set up the dining trolley so it more suitable for me (I'm 1.85m tall).

I'm still waiting on a perching stool but not sure how much use this will actually be.

When arranging delivery I explained that I struggle with phone calls so it was arranged by e-Mails. As I work from home and only go out occasionally I told them when I wasn't available and explained that I can’t do mornings. They came back with a time which suited me.

I can fault their service or punctuality.

"The Truro branch is awful!"

The Truro branch is diabolical!
I have been waiting 10 or more weeks for a new wheelchair, which is ridiculous.
The wheelchair I have now leaves bruises on me, as it is far too small and is completely broken.
They said when we phone them they would send someone out to fix my wheelchair this week and a week later it is still broken, so I have to use a wheelchair with a snapped handle and headrest.

DO NOT BOTHER WITH THIS SERVICE!

"Can't give it zero stars so forced to…"

Can't give it zero stars so forced to give one. Appalling company but beggars belief how NHS community OTs Subject patients to them.
They must have a monopoly on ripping off, sorry "supplying " equipment for NHS. It needs urgent review. Tried to get hold of a shower stool for 7 weeks now in good time fir me husbands discharge. All you get is, sorry we don't have any yet other companies deliver next day but why should I gave to pay for the only item I need from NHS. Everything else has been paid for/installed at our expense and the one item ordered by OT from Millbrook us NEVER available. Do hope Surrey NHS /community care wakes up soon and stops using thus company. My husbands desperate to come hone from hospital but that won't happen if you wait on Millbrook. They wonder why NHS beds get blocked by people who cannot be safely discharged due to this companies monopoly. Wake up NHS procurement......

"i used to be a technician at this…"

i used to be a technician at this company. It wasn’t a great experience. It has a culture of bullying, racism and discrimination. This company piles tonnes of work on their technicians daily, affecting them mentally and physically. All of the technicians are good people, friendly and professional however the managers and senior managers are only interested in the money. The pay is shocking, especially as some as the equipment they install can potentially harm someone if not installed correctly.
The amount of good employees lost due to this company culture and treatment is saddening.
It’s should be renamed, Millbrook doesn’t care!

"WHEELCHAIR TO SMALL"

So last year my son recieved his new Wheelchair 11 months after ordered he had already grown out of it when we took hold of it , took so long because it was "specialised seating" .
This year he had to have another chair ordered because of how uncomfortable his current chair is , we're almost 6 months in and guess what my son has grown so no doubt his new chair when it eventually arrives will be to small again .
Specialised seating is the weekly excuse I get!
His wheelchair is effectively his legs , I'm sure they wouldn't want to wear shoes that are to small for them!

"My mother died a month ago and I would…"

My mother died a month ago and I would like the bed and Wheelchair removed as the sight of it causes me great distress. It is literally impossible to get in touch with these people. I have sent an email to their HQ but have not received a reply. They are a disgrace!! Shameful service which I suspect is connected to payments they get from the government.

"Terrible communication"

Phone on hold up to two hours constantly. Never reply to emails.

"Refuse to collect hospital bed"

They won't collect a hospital bed from my property because they are getting daily rental payments from government. They were phoned numerous times to collect the bed and each time they say they will they never turnup. I know what their game is, leave it there as long as possible to collect as much rent as possible. I have been asking them to come collect this bed since seven weeks ago...rough company!

"Poor support"

My mother had a massive stroke 3 years ago and has been bedridden since and lost mental capacity. I have been her full-time unpaid carer ever since. Of all the various inefficient public sector departments and their suppliers that I have to deal with, Millbrook is by far the worst. This is saying something really as the others aren't great, with the exception of some of the NHS teams and particularly the East Sussex NHS dietician team who are very good.
Millbrook are split across several teams, and seem to work alongside another organisation who deals with static seating. Their is no Single Point of Contact (SPOC) and you have to guess out of the many different teams who it is who might be prepared to deal with your problem. My mother's chair which has electric reclining functions ceased working 6 months ago and I ended up having to speak to the manufacturer myself as Millbrook didn't want to know. Eventually after 4 months two engineers came to look at it and said "no worries we will swap it for one of several in the warehouse that are identical". Another 3 weeks go by and an Adult Social Care worker turns up wanting to do an assessment on it which I never heard back on. Then after another month I get a call from the manager of 'static seating' who tells me the original Millbrook team who dealt with it should have spoken to her as they look after it and have their own engineer. So I book another engineer visit and he never shows up! I then spend a couple more days chasing it and being passed around and told people will phone back but they never do. 6 months later I still have a chair that doesn't function properly.
This experience has been replicated with wheelchair, hoist, bed, and just about every other bit of equipment that Mum has from Milbrook. I'd like to recommend ways that Millbrook could improve but I think they are beyond that and the NHS should simply choose a different contractor and manage them properly! I suppose the one thing they would benefit from is a SPOC who took the calls and directed the issue to the right team. Most organisations have stopped doing that these days though as it saves them a member of staff, puts the onus on the customer to guess who they need to deal with, and gives the companies an excuse to ignore you. Pathetic!
If I could give Millbrook zero stars I would. I've put today as the 'date of experience' but to be honest it is every week now stop in the nearly three years I've dealt with them.

"MY EQUIPMENT COLLECTION"

MY EQUIPMENT COLLECTION
I am giving 5 stars to Greg, the customer service person at Millbrook who went out of his way to help me.
There had been some sort of mix up with collecting my equipment, and 3 x times no one showed up, having waited in all day. Determined not to give up, I called a 4th time and Greg answered. He did some investigating and called me back to say there had been a mix up on the system concerning my account, but all was now sorted. We rearranged a fourth collection day. Greg then called me on the day to advise my collection would be early evening due to emergencies, and would that be ok. I confirmed it would be. All was collected as promised, and I even received a phone call from the driver just before to say he was 10 mins away. All was collected with a cheerful smile.
If I could promote Greg or give him a big raise, I would. He cared enough to stay on this with me, and went the extra mile to ensure the job was done. So 5 stars to Greg at Millbrook. If everyone cared and was as efficient as he is, Millbrook would receive stella reviews everytime. Just goes to show.

INSTALLING OF GRAB RAILS
I can't fault Millbrook. As a separate arrangement, they did come and fit my bathroom rails on the day they said they would. Job was done well, and quickly.