04/09/2026
Very sad news indeed.
Crossroads Caring for Carers a “not-for-profit” Worcestershire charity offering practical support for family-based carers and people with care needs are preparing to close their doors for good.
A spokesperson for Crossroads said, “The decision to close was not taken lightly and for several years our service has become increasingly difficult to sustain. We have been doing everything possible to try and rescue the situation. We even sold our office building and for the last 10 years our Chief Officer has worked in a voluntary capacity.
For more than four decades, we’ve supported people who simply wanted to stay where they felt most comfortable; at home. We treated people with patience, respect and dignity, ensuring that their individual needs were recognised and supported. Our care staff were trained to an exceptional standard (face to face NOT on-line training). We employed kind, compassionate and empathetic staff who provided dignified, respectful and safe care. We recognised the importance and value of introductions for the person receiving care, their family carers and our care staff. These introductions helped to build trust, establish positive relationships and ensured that everyone involved felt comfortable and supported throughout. Our charity funded those introductions.
The reality, however, is that delivering care in this way (the right way) has become increasingly challenging. Rising costs of providing care, damaging decisions made by Worcestershire County Council (WCC), which nearly always resulted in little or zero increase in funding, ongoing recruitment difficulties and employment changes have all placed significant strain on our charity. WCC once sought services that were merely “Good enough” where Crossroads believed that care must be the best it can possibly be.
One of our volunteers pioneered “Al’s Way” a Crossroads service that provided valuable one-to-one support for people living with early-onset dementia. The service was developed with compassion and a strong understanding of the individual needs of those living with dementia and their families. When the service attracted additional funding from WCC, the service went out to contract. However, it was then readvertised with an altered specification which appeared to favour a particular provider. This provider, we were told, had indicated to WCC that they would make a significant financial contribution which we believe influenced the decision to award them the contract. This council decision resulted in the loss of valued and experienced Crossroads staff who had been central to delivering this specialist support.
WCC approached us to be part of a joint “Reablement Service” initiative. The service was developed as a partnership approach with WCC the NHS and Crossroads. It included having access to physio and occupational therapists. We recruited, employed, trained and provided the staff required to set up and deliver the care and support part of the service. The Reablement Service provided up to 6 weeks support for people returning home from hospital with the aim of helping people regain their confidence and independence thus reducing their ongoing care needs. The service was a great success, benefitted a lot of people and freed up much needed hospital beds. The responsibility for delivery was eventually taken in-house by WCC. This decision again resulted in the loss of a significant number of knowledgeable staff.
For many years, we delivered care and support within Gilbert Court (Bromsgrove) and Arch Hill Court (Kidderminster) Extra Care Schemes. This care and support was subsequently allocated to the two Housing Associations that owned the buildings. No competitive tendering process was undertaken. As a result, we were not given the opportunity to bid to continue delivering the service. This WCC decision was made without our knowledge but resulted in us losing half of our trained and experienced staff group. We knew then that this was the beginning of the end for our charity. Shortly after the transfer, one of the Housing Associations acknowledged that it did not have the necessary experience or expertise to deliver the service effectively.
Through a competitive tendering process, we were awarded the contract to deliver the "Sitting Service" providing respite and support to unpaid family-based carers across half of Worcestershire. Sadly, WCC subsequently withdrew funding for new referrals to the service. As existing “sits” came to an end, they were not replaced, resulting in the gradual demise of the service until it was eventually phased out across Worcestershire.
Most, if not all of the staff who made those decisions have since left their respective organisations without giving our charity and the damage they caused a second thought.
We have always given our all (and our hearts) to the people we support and their family-based carers. One option was for us to cut corners, but we would not let our standards slip or change the way we worked. Closing our charity means we can do so with a clear conscience, knowing that we have never compromised on the care and support people need, for these are the people to whom it really matters.
Serving the families who trusted us to look after the people they love has been both an honour and a responsibility we have taken very seriously. We are proud of all of our staff who gave their time, skill, and their hearts to Crossroads. Even the Care Quality Commission (CQC) recognised the standard of the service we provided, rating us as Outstanding, the highest classification available within their inspection framework.
As we close, we want to inform everyone who needs care now or in the future and support with their caring role that this is what the best home care looks like. Keep this article safe for when you need it.
Everyone deserves care that enables them to remain safe, comfortable and independent in their own home for as long as possible (if that is where you prefer to live). Home care should be built on trust, compassion, professionalism and respect. Families should feel confident that care staff are appropriately trained, supervised and supported and remain within professional boundaries.
Care staff should be introduced to you before providing your care and support. It is YOUR home they will be working in, so you need to feel comfortable with the person. Remember they are visitors in your home.
You should be informed in advance of the person who will be providing care.
Care staff should arrive at your chosen time (if there is a delay you should always be advised). They should stay the full amount of time that you have been assessed as needing or that you are paying for (or both).
You should have a small, consistent team of staff who are reliable and respectful.
You need to feel safe, comfortable and never rushed.
Staff should be responsive to your needs, choices and chosen routine so you feel safe and secure.
There should never be a language barrier between you and the person providing your care. Clear communication and understanding is paramount.
You should be treated with dignity, kindness, respect and listened to.
You must be involved in decisions about your care.
You need to be confident there is always someone available at the end of the phone if you need help or have concerns.
Your care should be person-centred, responsive and tailored to your individual needs and preferences.
You must be made aware that complaints (or compliments) are encouraged and welcomed.
Your care provider should work with your relatives (with your permission), healthcare professionals and local services to ensure the best possible outcomes for you.
No one should feel they have to accept anything less.
The exact number of people we have supported is not known with certainty, but enquiries suggest that we have assisted over 6,000 families in various ways. We operated community teams in Malvern, Bromsgrove, Redditch, Droitwich, Worcester, Wyre Forest, Evesham, Pershore and Broadway.
We raised awareness/provided information and support from our Crossroads shop in Reindeer Court, through our telephone kiosk in Powick and help from a plethora of patrons.
The number of staff and volunteers is not known with certainty, but it is estimated to be around 2,500. Over the years, many individuals who began their caring journey with Crossroads have gone on to become Nursing Sisters (General and Mental Health), University Senior Lecturers, Paramedics, PhD graduates and Social Workers. We are extremely proud that their careers started with Crossroads and as one member of staff told me, “Crossroads was the perfect stepping-stone.”
Whilst our Crossroads chapter is closing, we are happy in the knowledge that the compassion and commitment that defined our values and mission will remain part of the community we proudly served.
To ensure continuity of care to the people we supported and to keep our teams of staff employed and together, the staff have transferred to Mayfair Care Agency based in Evesham whom we have known for 20 years. They have similar values to us. The people we supported have transferred to Mayfair too, so for them, they will see the same (our) care/support staff.
Whilst our closure marks the end of an era, we close with both sadness and immense pride. We celebrate a legacy built by volunteers, supporters, staff and the community we have been privileged to serve. We are deeply grateful to everyone who has been part of our Crossroads journey.”
