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What we do

Here’s information about what we do and how we work. Find out how to get information from us or what you need to do to complain about a service we provide.

What we do

Our business plan sets out our work programmes, objectives, performance measures and budget for the year. Each quarter, our Board and Welsh Government scrutinise our progress on delivering the activities.

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Our Business Plan 2020–2021
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Our annual reports and accounts 2019-20
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Equal pay review report - March 2019

How we work

We're committed to:

  • being a truly bilingual organisation
  • valuing diversity and improving opportunity for all
  • involving the people of Wales in how we work
  • listening to your feedback
  • setting high standards of customer service
  • publishing and accessing information
  • improving our own performance.

Welsh Language Standards

We welcome contact from customers in both Welsh and English, we aim to provide a completely bilingual service across all our work areas. In accordance with section 44 of the Welsh Language (Wales) Measure 2011, we are required to comply with the Welsh Language Standards. The compliance notice notes which standards we have to comply with.

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Welsh Language Standards - compliance notice


Promoting equality and valuing people’s differences are central to our core values. Our strategic equality plan sets out how we, through our role and functions, will promote and advance the equality of opportunity.

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Strategic equality plan 2018 to 2022

Our Annual Equality Report 2018-19 highlights progress made during the financial year April 2018 to March 2019 towards achieving equality and delivering our equality objectives.

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Annual Equality Report 2018-19

How to get information

Freedom of information

The Freedom of Information Act (FoI) allows you to have information we hold and requires us to have a publication scheme.

The publication scheme means that we have to make certain types of information available. It tells you what information is available, in what format it is available and whether you have to pay a fee to get it.

Our publication scheme is based on the Information Commissioner’s Office (ICO)’s model publication scheme.

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Publication scheme 2018

How to make an FoI request

If you want information that isn’t on the publication scheme, you need to make the request in writing to Please state clearly what information you need.

For further help contact 029 2078 0672.

Data protection

Under the Data Protection Act 2018 you have a general right to see personal data held about you. These rights are known as ‘subject access rights’. In most situations you also have the right to be told if any information is held about you and to have a copy of that information.

If you would like to make a subject access request for your personal data, make the request in writing to and include the term ‘subject access’ to help us direct your request quickly. We will need to check your identity and contact information before we consider your request and release any personal information we may hold.

For advice on making a subject access request, contact 02920 780672 or see the Information Commissioner’s guidance.

The Information Commissioner

There’s an Information Commissioner who makes sure all the laws about FoI and Data Protection are followed. We are registered with the commissioner so our work can be checked.

Complaints and feedback

Sometimes people may feel that they aren’t getting the right support from us, we want to know when this happens so that we put things right and improve the way we work.

Complete the complaint form if you’re unhappy with the service we provide so that we can investigate it.

Return the complaints form to or by post to Social Care Wales, Southgate House, Wood Street, Cardiff, CF10 1EW.

When we get things right we’d like to know. Contact us to give your feedback.

If your complaint is about a registered social care worker, see how we deal with concerns.

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Complaints form
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Compliments, concerns and complaints policy


We are listed under The Prescribed Persons Order 2014 as a designated organisation that any worker in the social care sector can approach to report suspected or known wrongdoing. This is also known as ‘whistleblowing’ or making a disclosure.

A worker has the right not to be unfairly dismissed or suffer a detriment (like being denied a promotion) as a result of having made a disclosure.

You should have this protection if you raise a concern in good faith, that's in the public interest that concerns one of these categories:

  • A criminal offence
  • a breach of a legal obligation
  • a miscarriage of justice
  • danger to the health or safety of an individual
  • damage to the environment
  • the deliberate covering up of wrongdoing in the above categories.

If you would like to speak up to us and pass on information to us concerning wrongdoing in the social care sector, Contact us and use the heading ‘speak up’ or ‘whistleblowing’. You can refer to yourself as Anonymous if you do not wish to use your full name.

As a prescribed person, we have several duties, which are set out in guidance from the Department of Business, Energy and Industrial Strategy (BEIS), one of which is to annually report on the number of whistleblowing disclosures we receive.

We reported no whistleblowing disclosures to BEIS and between 1 April 2019 and 31 March 2020.

How we buy goods and services

We buy a wide range of goods, services and works. Spending ranges from large to very small projects. Here is information on how we spend our money and how potential suppliers can bid for work.

We aim to secure value for money. This means balancing quality and costs over the lifetime of a purchase.

We like to work with our suppliers:

  • in an open and honest environment
  • with clear expectations and goals
  • with clear standards for everyone involved.

Our procurement process

The type, value and complexity of a contract helps us to decide what the tender process should be. We provide all the necessary information for the procurement process. Then we give suppliers enough time to prepare their bid.

For large value or complicated contracts we encourage suppliers to work in partnership. Collaborative bids help suppliers increase the chance of winning work.

When possible, we want to work with local and Welsh suppliers. We hope this will increase local business, develop skills and bring other community benefits.

How we buy

Deciding contracts normally follow these competition rules:

  • Quotations (under £5k) – we request at least 2 written quotations.
  • Quotations (£5k to £10k) – we request at least 3 written quotations.
  • Tenders (over £10k) – we use a more formal tendering process.
  • EU contracts (generally above £112k) – we place adverts in the Official Journal of the European Union via Sell2Wales.

We advertise most of our contract opportunities on Sell2Wales and use the National Procurement Service to help us access a number of frameworks to find the best available deals.

If you would like more information or help to bid contact or call 029 2078 0609.

Contact us

If you have a question you can Contact us.