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Loading page content, please wait...10 accessible vehicles|Serving London and the South East, seven days a week
10 accessible vehicles|Serving London and the South East, seven days a week
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Loading page content, please wait...Testimonials
Discharge planning lives or dies on transport turning up. The Ufirst crews arrive when the booking says they will, they ring the ward before they set off, and they never rush a patient into the vehicle. That reliability has taken real pressure off our afternoon lounge.
Local authority
We moved three SEND routes across to Ufirst mid-year, which is never straightforward. Because the same driver and passenger assistant cover the run every day, the children settled within a fortnight. Parents tell us the difference, and so do the schools.
As a finance team we care about clean paperwork. Consolidated monthly invoices, purchase order references on every line and journey-level detail when we query something. It reconciles first time, which is more than I can say for some of our other suppliers.
Out-of-area placements are our hardest journeys to cover, often at short notice and over long distances. Ufirst quote them properly, confirm the crew, and send the journey record through the same day. It has made those placements far easier to arrange.
Community
Our day centre run involves eleven pick-ups in ninety minutes, several with dementia. Ufirst planned the route with us rather than at us, and their crew learned everyone's routine within the first week. Attendance is up because people trust the transport.
We booked two vehicles for a church outing to the coast with a mixed group, four of them wheelchair users. Everything was confirmed in writing beforehand, the lift was checked in front of us, and both drivers stayed with the group all day.
Private
My mother uses a powered wheelchair and had stopped going out because getting her into a car had become a battle. Now she rolls straight up the ramp, gets strapped in properly and we go. She has been to two family weddings this year.
Dialysis three times a week is exhausting enough without worrying about the journey. The driver knows I am slow on my feet after a session, waits with me, and gets me back to my own front door rather than the kerb.
What I noticed first was how the drivers speak to my brother, not over him. He has a learning disability and people tend to talk to me instead. They ask him where he wants to sit and they wait for his answer.
Feedback and complaints
Positive feedback is pleasant and tells us to keep doing what we are doing. Complaints tell us something we did not know. A driver who did not explain what they were doing before moving a chair. A collection window that was optimistic every Tuesday. A confirmation email nobody could read. None of that reaches us unless someone says so.
So we make it easy and we respond properly. Every complaint gets acknowledged, investigated by a named person and answered with an outcome — including, where relevant, what we have actually changed. We do not use a template that apologises without committing to anything.
If we have carried you or your service users, a few honest lines help other families and commissioners decide whether we are worth a call. We will always ask before publishing anything, and we will never publish anything that identifies a passenger.
Most of the people quoted here started with a single booking they were not sure about. Book one and see.
Prefer to talk it through? 020 8058 9879