Skip to main content
Site accessibility
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

We want to lead and support improvement in Wales by creating an environment of working together and developing new relationships across the Welsh public service. 

Our purpose is to build confidence in the workforce, and lead and support improvement in social care.

Social Care Wales:

  • sets standards for the care and support workforce, making them accountable for their work
  • develops the workforce so they have the knowledge and skills to protect, empower and support those who need help
  • works with others to improve services for areas agreed as a national priority
  • sets priorities for research to collect evidence of what works well
  • shares good practice with the workforce so they can provide the best response
  • provides information on care and support for the public, the workforce and other organisations.

Making a positive difference to social care in Wales

This is our first impact report. The report looks at some of our main areas of work in 2017-18. It shows how we have worked with people and organisations to support the Welsh public service.

You will find links within the report which will take you to more detailed reports about the work.

How we work

We expect our staff, Board members and anyone who works on our behalf to behave in a way that shows our values.

Our values mean we:

  • respect everyone – we see people as individuals and treat everyone with dignity and respect.
  • take a professional approach – we act responsibly and in the right way, holding each other to account.
  • are always learning – we believe in improving ourselves and supporting others to be the best we can be.
  • involve people – we encourage and enable everyone to work together.

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.

In accordance with section 44 of the Welsh Language (Wales) Measure 2011, we are required to comply with the Welsh Language Standards.

How to get information

The Freedom of Information Act (FOIA) allows you to get information held by us. This page explains what information is available and how to make a freedom of information (FoI) request.

The Freedom of Information Act (FoIA):

  • allows you to see information held by us
  • requires us to have a publication scheme.

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

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 the FoI coordinator at Please state clearly what information you need.

For further help contact our FoI coordinator on 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, please write to us at 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 our FoI Coordinator on 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.

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 please contact our Procurement Officer 029 2078 0609.

Get involved in our work

We play a key part in bringing people together to improve the quality of care and support across Wales. You can find out more about the networks we support.

We want to grow links with the public as well as private and voluntary organisations. We do this because it’s important that we listen and learn from the experiences of people across Wales.

If you think we should be involved with your organisation or group then please Contact us.

We hold regular consultations about the advice and guidance we provide to social care workers. Find out more about our consultations and get involved.

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 Raising a concern.

Contact us

If you have a question you can Contact us.

Last updated: 08 November 2019