A 'CHAOTIC' organisation which provides support for disabled and vulnerable people in the community has been branded inadequate after visits were cancelled, relatives' complaints were ignored and accidents were not logged.

Relatives of patients cared for by Supported Lives told Care Quality Commission (CQC) inspectors that they had "lost the will to live" with the service provider and said the company "doesn't have a clue what it's doing".

And employees said there was a "crisis in staffing" at the Rebecca Street organisation.

The CQC said the service was not safe, effective, responsive or well-led. But the relatives of patients praised the "dedicated" staff, who they said are "hindered by very bad management".

Inspectors said when they arrived at the office they found it "chaotic". The report said there was under-reporting of incidents and medicines were not managed safely.

Inspectors also found patients often saw different carers who were unfamiliar with their needs, leaving vulnerable people upset and worried.

One member of staff told the CQC: "We are regularly being begged to cover calls where we don't know the person. It's not fair on us or them. They are really vulnerable people so it's important you have time for them to get to know you."

Other health workers also raised concerns about the service and the report said: "A health professional told us the service was unreliable and they had to make arrangements with their own staff to cover Supported Lives when calls were cancelled."

The report said some staff had not had training updates and did not feel supported by their managers. Patients' relatives also complained that it was difficult to speak to anyone at the company and one relative said they had called seven different phone numbers to try to get through.

One staff member told inspectors: "Awful, dreadful, never ever worked in a company as bad as it is."

The report said: "A third staff member said, 'Permanent staff are being made to work ridiculous hours. I am regularly expected to work between 40 to 60 hours.' A second staff member said, 'Loads of new staff being thrown in the deep end, not shadowing, so we are missing things.'"

Supported Lives and service provider Potens were both approached for a comment.