Seren Support Services Ltd

Annual Return 2025/2026

The Annual Return is an online form that registered adults and children’s services providers are legally required to complete each year under the Regulations and Inspection of Social Care (Wales) Act 2016 (RISCA) . The purpose of Annual Returns is to provide the public with comprehensive, comparable and robust information on the quality of care and support services.

Provider: Seren Support Services Ltd

Provider summary

The provider was registered on: 26/04/2019
The following lists the provider conditions: There are no conditions associated to the provider

Training and workforce planning arrangements

Arrangements in place during the last financial year for identifying, planning and meeting the training needs of staff employed by the service provider. At Seren, we identify training needs through regular supervision and annual appraisals. Training plans are developed based on these assessments, ensuring staff meet mandatory requirements and acquire skills for quality care delivery. We maintain detailed records of all training activities to ensure compliance with regulatory standards.
Arrangements in place during the last financial year for the recruitment and retention of staff employed by the service provider. At Seren, we implemented targeted recruitment campaigns, emphasised our supportive work culture, and offered flexible working arrangements across the service. To enhance retention, we provided clear career progression pathways, regular supervision, and wellbeing initiatives, ensuring staff felt valued and supported. We have a values based approach to recruitment to ensure we are attracting people who share our values and to deliver a safe, quality service.

Regulated services delivered by this provider

Service name Service type Type of care
Seren Support Services Ltd (Cardiff and Vale) Domiciliary Support Service None
Seren Support Services Ltd (Cwm Taf) Domiciliary Support Service None
Seren Support Services Ltd (Western Bay) Domiciliary Support Service None
Seren Support Services Ltd (Powys) Domiciliary Support Service None
Seren Support Services Ltd (Gwent) Domiciliary Support Service None
Seren Support Services Ltd (West Wales) Domiciliary Support Service None

Service: Seren Support Services Ltd (West Wales)

Service summary

Service Type Domiciliary Support Service
Type of Care None
Approval Date 08/07/2019
Maximum number of places 0
Partnership Area West Wales
Service Conditions
  • Seren Support Services Ltd is registered to provide a domiciliary support service in West Wales regional partnership area
  • The responsible individual for this service is Nicholas Pambianchi
How many people in total did the service provide care and support to during the last financial year? 0

Service management

Responsible Individual(s) Nicholas Pambianchi
Manager(s) Michelle Combstock

Service contact details

Service Telephone Number 03003034345
Service Contact Email Address info@seren.wales

Languages used at the service

What is the main language through which the service is provided? English
Other languages used in the provision of the service There are no other languages used at the service
Non-verbal communication methods used at the service There are no non verbal communication methods used at the service

Engagement with people using the service

All clients receive regular review of their care and support plan to ensure the care and support meets their needs. Statement of Purpose and Service User Guides are available at all clients properties. Seren also provide a fully digital service where people using the service and their relative / advocates have access to care notes and care and support plan documents. People using the service are encouraged to communicate with the service on how the provision of care is meeting their needs and our care management team actively and routinely visit or call people using our service to gather feedback. In addition to RI visits, Seren also have a robust quality of care review process which is carried out annually by our responsible individual. We ask people using the service for feedback on a range of qualifying questions for us to gain an understanding on how our service impacts the lives of people using our service.

Compliance and quality statement

Not Inspected - Strong Internal Checks

Although we were not inspected by Care Inspectorate Wales during the reporting period, we regularly review the care and support we provide. These reviews give us confidence people are receiving safe, person-centred care which meets their needs and supports their wellbeing.

We are confident our service meets the standards set out under section 27(1) of the 2016 Act.

Fees charged by the service

The minimum hourly rate payable during the last financial year? £0
The maximum hourly rate payable during the last financial year? £0

Complaints processed by the service

Total number of formal complaints made during the last financial year 0
Number of active complaints outstanding 0
Number of complaints upheld 0
Number of complaints partially upheld 0
Number of complaints not upheld 0

Staff working at the service

Staff summary

The total number of full time equivalent posts at the service (as at 31 March) 0

Posts and vacancies

Role type No. of staff in post Total vacancies
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Planner 1 0

Training undertaken

Induction and Health & Safety
Role type Induction Health & Safety
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Equality, Diversity & Human Rights and Infection, prevention & control
Role type Equality, Diversity & Human Rights Infection, prevention & control
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Manual Handling and Safeguarding
Role type Manual Handling Safeguarding
Manager Working towards all staff completing All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Medicine Management and Dementia
Role type Medicine Management Dementia
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Positive Behaviour Management and Food Hygiene
Role type Positive Behaviour Management Food Hygiene
Manager Not relevant to this staff group All staff have completed
Supervisory Staff (not providing direct care) Not relevant to this staff group All staff have completed
Senior Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed

Contractual arrangements

Permanent Staff, Fixed Term Contracted Staff and Volunteers
Role type No. of permanent staff No. of fixed term contracted staff No. of volunteers
Manager 1 0 0
Supervisory Staff (not providing direct care) 3 0 0
Senior Care Worker 2 0 0
Planner 1 0 0
Agency/Bank Staff & Non-Guaranteed Hours (zero hours) Staff
Role type No. of agency/bank staff No. of non-guaranteed hours (zero hours) staff
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Planner 0 0

Full time v part time information

Role type No. of full time staff No. of part time staff
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Planner 1 0

Staff qualifications

Hold required qualification & Working towards required qualification - not apprenticeship
Role type Hold required qualification Working towards required qualification - not apprenticeship
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Planner 1 0
Working towards required qualification - apprenticeship & Qualification not required for role
Role type Working towards required qualification - apprenticeship Qualification not required for role
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Planner 0 0

Typical shift patterns

Role typeTypical shift patterns
Senior Care Worker 06:30-14;20-11:19:00

Service: Seren Support Services Ltd (Western Bay)

Service summary

Service Type Domiciliary Support Service
Type of Care None
Approval Date 26/04/2019
Maximum number of places 0
Partnership Area West Glamorgan
Service Conditions
  • Seren Support Services Ltd is registered to provide a domiciliary support service in West Glamorgan regional partnership area
  • The responsible individual for this service is Nicholas Pambianchi
How many people in total did the service provide care and support to during the last financial year? 144

Service management

Responsible Individual(s) Nicholas Pambianchi
Manager(s) Tracey Williams

Service contact details

Service Telephone Number 01792952640
Service Contact Email Address info@seren.wales

Languages used at the service

What is the main language through which the service is provided? English
Other languages used in the provision of the service There are no other languages used at the service
Non-verbal communication methods used at the service There are no non verbal communication methods used at the service

Engagement with people using the service

All clients receive regular review of their care and support plan to ensure the care and support meets their needs. Statement of Purpose and Service User Guides are available at all clients properties. Seren also provide a fully digital service where people using the service and their relative / advocates have access to care notes and care and support plan documents. People using the service are encouraged to communicate with the service on how the provision of care is meeting their needs and our care management team actively and routinely visit or call people using our service to gather feedback. In addition to RI visits, Seren also have a robust quality of care review process which is carried out annually by our responsible individual. We ask people using the service for feedback on a range of qualifying questions for us to gain an understanding on how our service impacts the lives of people using our service.

Compliance and quality statement

Inspected - Delivering Quality Care

During the reporting period, Care Inspectorate Wales visited our service. We're proud their findings show we provide safe, effective, and supportive care for the people who use our services, meeting the required standards under section 27(1) of the Regulation and Inspection of Social Care (Wales) Act 2016.

We also carry out regular reviews to make sure the care and support we offer continues to meet people's needs and helps them achieve positive outcomes.

Fees charged by the service

The minimum hourly rate payable during the last financial year? £25.44
The maximum hourly rate payable during the last financial year? £27.00

Complaints processed by the service

Total number of formal complaints made during the last financial year 11
Number of active complaints outstanding 0
Number of complaints upheld 4
Number of complaints partially upheld 4
Number of complaints not upheld 3

Staff working at the service

Staff summary

The total number of full time equivalent posts at the service (as at 31 March) 45

Posts and vacancies

Role type No. of staff in post Total vacancies
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Care Worker 49 7
Planner 1 0

Training undertaken

Induction and Health & Safety
Role type Induction Health & Safety
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Equality, Diversity & Human Rights and Infection, prevention & control
Role type Equality, Diversity & Human Rights Infection, prevention & control
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Manual Handling and Safeguarding
Role type Manual Handling Safeguarding
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Medicine Management and Dementia
Role type Medicine Management Dementia
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed Working towards all staff completing
Planner All staff have completed All staff have completed
Positive Behaviour Management and Food Hygiene
Role type Positive Behaviour Management Food Hygiene
Manager Not relevant to this staff group All staff have completed
Supervisory Staff (not providing direct care) Not relevant to this staff group All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker Not relevant to this staff group Working towards all staff completing
Planner All staff have completed All staff have completed

Contractual arrangements

Permanent Staff, Fixed Term Contracted Staff and Volunteers
Role type No. of permanent staff No. of fixed term contracted staff No. of volunteers
Manager 1 0 0
Supervisory Staff (not providing direct care) 3 0 0
Senior Care Worker 2 0 0
Care Worker 42 0 0
Planner 1 0 0
Agency/Bank Staff & Non-Guaranteed Hours (zero hours) Staff
Role type No. of agency/bank staff No. of non-guaranteed hours (zero hours) staff
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Care Worker 0 7
Planner 0 0

Full time v part time information

Role type No. of full time staff No. of part time staff
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Care Worker 42 7
Planner 1 0

Staff qualifications

Hold required qualification & Working towards required qualification - not apprenticeship
Role type Hold required qualification Working towards required qualification - not apprenticeship
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Care Worker 49 0
Planner 1 0
Working towards required qualification - apprenticeship & Qualification not required for role
Role type Working towards required qualification - apprenticeship Qualification not required for role
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Care Worker 0 0
Planner 0 0

Typical shift patterns

Role typeTypical shift patterns
Senior Care Worker 06:30-14;20-11:19:00
Care Worker average shift patterns 7-2 2-10 week 1 Monday, Tuesday, Saturday , Sunday Week 2 7-2, 2-10 Tuesday, Wednesday ,Thursday, Friday

Service: Seren Support Services Ltd (Powys)

Service summary

Service Type Domiciliary Support Service
Type of Care None
Approval Date 26/04/2019
Maximum number of places 0
Partnership Area Powys
Service Conditions
  • Seren Support Services Ltd is registered to provide a domiciliary support service in Powys regional partnership area
  • The responsible individual for this service is Nicholas Pambianchi
How many people in total did the service provide care and support to during the last financial year? 4

Service management

Responsible Individual(s) Nicholas Pambianchi
Manager(s) Tracey Williams

Service contact details

Service Telephone Number 03003035345
Service Contact Email Address info@seren.wales

Languages used at the service

What is the main language through which the service is provided? English
Other languages used in the provision of the service There are no other languages used at the service
Non-verbal communication methods used at the service There are no non verbal communication methods used at the service

Engagement with people using the service

All clients receive regular review of their care and support plan to ensure the care and support meets their needs. Statement of Purpose and Service User Guides are available at all clients properties. Seren also provide a fully digital service where people using the service and their relative / advocates have access to care notes and care and support plan documents. People using the service are encouraged to communicate with the service on how the provision of care is meeting their needs and our care management team actively and routinely visit or call people using our service to gather feedback. In addition to RI visits, Seren also have a robust quality of care review process which is carried out annually by our responsible individual. We ask people using the service for feedback on a range of qualifying questions for us to gain an understanding on how our service impacts the lives of people using our service.

Compliance and quality statement

Not Inspected - Strong Internal Checks

Although we were not inspected by Care Inspectorate Wales during the reporting period, we regularly review the care and support we provide. These reviews give us confidence people are receiving safe, person-centred care which meets their needs and supports their wellbeing.

We are confident our service meets the standards set out under section 27(1) of the 2016 Act.

Fees charged by the service

The minimum hourly rate payable during the last financial year? £25.40
The maximum hourly rate payable during the last financial year? £30.58

Complaints processed by the service

Total number of formal complaints made during the last financial year 1
Number of active complaints outstanding 0
Number of complaints upheld 0
Number of complaints partially upheld 1
Number of complaints not upheld 0

Staff working at the service

Staff summary

The total number of full time equivalent posts at the service (as at 31 March) 0

Posts and vacancies

Role type No. of staff in post Total vacancies
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Planner 1 0

Training undertaken

Induction and Health & Safety
Role type Induction Health & Safety
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Equality, Diversity & Human Rights and Infection, prevention & control
Role type Equality, Diversity & Human Rights Infection, prevention & control
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Manual Handling and Safeguarding
Role type Manual Handling Safeguarding
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Medicine Management and Dementia
Role type Medicine Management Dementia
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Positive Behaviour Management and Food Hygiene
Role type Positive Behaviour Management Food Hygiene
Manager Not relevant to this staff group All staff have completed
Supervisory Staff (not providing direct care) Not relevant to this staff group All staff have completed
Senior Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed

Contractual arrangements

Permanent Staff, Fixed Term Contracted Staff and Volunteers
Role type No. of permanent staff No. of fixed term contracted staff No. of volunteers
Manager 1 0 0
Supervisory Staff (not providing direct care) 3 0 0
Senior Care Worker 2 0 0
Planner 1 0 0
Agency/Bank Staff & Non-Guaranteed Hours (zero hours) Staff
Role type No. of agency/bank staff No. of non-guaranteed hours (zero hours) staff
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Planner 0 0

Full time v part time information

Role type No. of full time staff No. of part time staff
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Planner 1 0

Staff qualifications

Hold required qualification & Working towards required qualification - not apprenticeship
Role type Hold required qualification Working towards required qualification - not apprenticeship
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Planner 1 0
Working towards required qualification - apprenticeship & Qualification not required for role
Role type Working towards required qualification - apprenticeship Qualification not required for role
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Planner 0 0

Typical shift patterns

Role typeTypical shift patterns
Senior Care Worker 06:30-14;20-11:19:00

Service: Seren Support Services Ltd (Gwent)

Service summary

Service Type Domiciliary Support Service
Type of Care None
Approval Date 26/04/2019
Maximum number of places 0
Partnership Area Gwent
Service Conditions
  • Seren Support Services Ltd is registered to provide a domiciliary support service in Gwent regional partnership area
  • The responsible individual for this service is Nicholas Pambianchi
How many people in total did the service provide care and support to during the last financial year? 64

Service management

Responsible Individual(s) Nicholas Pambianchi
Manager(s) Ellie Jones

Service contact details

Service Telephone Number 03003035345
Service Contact Email Address info@seren.wales

Languages used at the service

What is the main language through which the service is provided? English
Other languages used in the provision of the service There are no other languages used at the service
Non-verbal communication methods used at the service There are no non verbal communication methods used at the service

Engagement with people using the service

All clients receive regular review of their care and support plan to ensure the care and support meets their needs. Statement of Purpose and Service User Guides are available at all clients properties. Seren also provide a fully digital service where people using the service and their relative / advocates have access to care notes and care and support plan documents. People using the service are encouraged to communicate with the service on how the provision of care is meeting their needs and our care management team actively and routinely visit or call people using our service to gather feedback. In addition to RI visits, Seren also have a robust quality of care review process which is carried out annually by our responsible individual. We ask people using the service for feedback on a range of qualifying questions for us to gain an understanding on how our service impacts the lives of people using our service.

Compliance and quality statement

Inspected - Delivering Quality Care

During the reporting period, Care Inspectorate Wales visited our service. We're proud their findings show we provide safe, effective, and supportive care for the people who use our services, meeting the required standards under section 27(1) of the Regulation and Inspection of Social Care (Wales) Act 2016.

We also carry out regular reviews to make sure the care and support we offer continues to meet people's needs and helps them achieve positive outcomes.

Fees charged by the service

The minimum hourly rate payable during the last financial year? £27.84
The maximum hourly rate payable during the last financial year? £28.50

Complaints processed by the service

Total number of formal complaints made during the last financial year 1
Number of active complaints outstanding 0
Number of complaints upheld 1
Number of complaints partially upheld 0
Number of complaints not upheld 0

Staff working at the service

Staff summary

The total number of full time equivalent posts at the service (as at 31 March) 23

Posts and vacancies

Role type No. of staff in post Total vacancies
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Care Worker 16 8
Planner 1 0

Training undertaken

Induction and Health & Safety
Role type Induction Health & Safety
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed Working towards all staff completing
Care Worker All staff have completed Working towards all staff completing
Planner All staff have completed All staff have completed
Equality, Diversity & Human Rights and Infection, prevention & control
Role type Equality, Diversity & Human Rights Infection, prevention & control
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed Working towards all staff completing
Care Worker All staff have completed Working towards all staff completing
Planner All staff have completed All staff have completed
Manual Handling and Safeguarding
Role type Manual Handling Safeguarding
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed All staff have completed
Planner Working towards all staff completing Working towards all staff completing
Medicine Management and Dementia
Role type Medicine Management Dementia
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker Working towards all staff completing All staff have completed
Planner All staff have completed All staff have completed
Positive Behaviour Management and Food Hygiene
Role type Positive Behaviour Management Food Hygiene
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker Not relevant to this staff group All staff have completed
Care Worker Not relevant to this staff group Working towards all staff completing
Planner Not relevant to this staff group All staff have completed

Contractual arrangements

Permanent Staff, Fixed Term Contracted Staff and Volunteers
Role type No. of permanent staff No. of fixed term contracted staff No. of volunteers
Manager 1 0 0
Supervisory Staff (not providing direct care) 3 0 0
Senior Care Worker 2 0 0
Care Worker 16 0 0
Planner 1 0 0
Agency/Bank Staff & Non-Guaranteed Hours (zero hours) Staff
Role type No. of agency/bank staff No. of non-guaranteed hours (zero hours) staff
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Care Worker 0 0
Planner 0 0

Full time v part time information

Role type No. of full time staff No. of part time staff
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Care Worker 11 5
Planner 1 0

Staff qualifications

Hold required qualification & Working towards required qualification - not apprenticeship
Role type Hold required qualification Working towards required qualification - not apprenticeship
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Care Worker 0 0
Planner 1 0
Working towards required qualification - apprenticeship & Qualification not required for role
Role type Working towards required qualification - apprenticeship Qualification not required for role
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Care Worker 0 0
Planner 0 0

Typical shift patterns

Role typeTypical shift patterns
Senior Care Worker 06:30-14;20-11:19:00
Care Worker average shift patterns 7-2 2-10 week 1 Monday, Tuesday, Saturday , Sunday Week 2 7-2, 2-10 Tuesday, Wednesday ,Thursday, Friday

Service: Seren Support Services Ltd (Cwm Taf)

Service summary

Service Type Domiciliary Support Service
Type of Care None
Approval Date 08/07/2019
Maximum number of places 0
Partnership Area Cwm Taf Morgannwg
Service Conditions
  • Seren Support Services Ltd is registered to provide a domiciliary support service in Cwm Taf Morgannwg regional partnership area
  • The responsible individual for this service is Nicholas Pambianchi
How many people in total did the service provide care and support to during the last financial year? 115

Service management

Responsible Individual(s) Nicholas Pambianchi
Manager(s) Daniel Ring

Service contact details

Service Telephone Number 03003035345
Service Contact Email Address info@seren.wales

Languages used at the service

What is the main language through which the service is provided? English
Other languages used in the provision of the service There are no other languages used at the service
Non-verbal communication methods used at the service There are no non verbal communication methods used at the service

Engagement with people using the service

All clients receive regular review of their care and support plan to ensure the care and support meets their needs. Statement of Purpose and Service User Guides are available at all clients properties. Seren also provide a fully digital service where people using the service and their relative / advocates have access to care notes and care and support plan documents. People using the service are encouraged to communicate with the service on how the provision of care is meeting their needs and our care management team actively and routinely visit or call people using our service to gather feedback. In addition to RI visits, Seren also have a robust quality of care review process which is carried out annually by our responsible individual. We ask people using the service for feedback on a range of qualifying questions for us to gain an understanding on how our service impacts the lives of people using our service.

Compliance and quality statement

Inspected - Delivering Quality Care

During the reporting period, Care Inspectorate Wales visited our service. We're proud their findings show we provide safe, effective, and supportive care for the people who use our services, meeting the required standards under section 27(1) of the Regulation and Inspection of Social Care (Wales) Act 2016.

We also carry out regular reviews to make sure the care and support we offer continues to meet people's needs and helps them achieve positive outcomes.

Fees charged by the service

The minimum hourly rate payable during the last financial year? £29.89
The maximum hourly rate payable during the last financial year? £29.89

Complaints processed by the service

Total number of formal complaints made during the last financial year 6
Number of active complaints outstanding 0
Number of complaints upheld 3
Number of complaints partially upheld 3
Number of complaints not upheld 0

Staff working at the service

Staff summary

The total number of full time equivalent posts at the service (as at 31 March) 50

Posts and vacancies

Role type No. of staff in post Total vacancies
Manager 1 0
Supervisory Staff (not providing direct care) 2 0
Senior Care Worker 2 0
Care Worker 43 7
Planner 1 0

Training undertaken

Induction and Health & Safety
Role type Induction Health & Safety
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Equality, Diversity & Human Rights and Infection, prevention & control
Role type Equality, Diversity & Human Rights Infection, prevention & control
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Manual Handling and Safeguarding
Role type Manual Handling Safeguarding
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed All staff have completed
Planner All staff have completed All staff have completed
Medicine Management and Dementia
Role type Medicine Management Dementia
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed Working towards all staff completing
Planner All staff have completed All staff have completed
Positive Behaviour Management and Food Hygiene
Role type Positive Behaviour Management Food Hygiene
Manager Not relevant to this staff group All staff have completed
Supervisory Staff (not providing direct care) Not relevant to this staff group All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker Not relevant to this staff group Working towards all staff completing
Planner All staff have completed All staff have completed

Contractual arrangements

Permanent Staff, Fixed Term Contracted Staff and Volunteers
Role type No. of permanent staff No. of fixed term contracted staff No. of volunteers
Manager 1 0 0
Supervisory Staff (not providing direct care) 2 0 0
Senior Care Worker 2 0 0
Care Worker 43 0 0
Planner 1 0 0
Agency/Bank Staff & Non-Guaranteed Hours (zero hours) Staff
Role type No. of agency/bank staff No. of non-guaranteed hours (zero hours) staff
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Care Worker 0 0
Planner 0 0

Full time v part time information

Role type No. of full time staff No. of part time staff
Manager 1 0
Supervisory Staff (not providing direct care) 2 0
Senior Care Worker 2 0
Care Worker 41 2
Planner 1 0

Staff qualifications

Hold required qualification & Working towards required qualification - not apprenticeship
Role type Hold required qualification Working towards required qualification - not apprenticeship
Manager 1 0
Supervisory Staff (not providing direct care) 2 0
Senior Care Worker 2 0
Care Worker 43 0
Planner 1 0
Working towards required qualification - apprenticeship & Qualification not required for role
Role type Working towards required qualification - apprenticeship Qualification not required for role
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Care Worker 0 0
Planner 0 0

Typical shift patterns

Role typeTypical shift patterns
Senior Care Worker 06:30-14;20-11:19:00
Care Worker average shift patterns 7-2 2-10 week 1 Monday, Tuesday, Saturday , Sunday Week 2 7-2, 2-10 Tuesday, Wednesday ,Thursday, Friday

Service: Seren Support Services Ltd (Cardiff and Vale)

Service summary

Service Type Domiciliary Support Service
Type of Care None
Approval Date 01/12/2020
Maximum number of places 0
Partnership Area Cardiff and Vale
Service Conditions
  • Seren Support Services Ltd is registered to provide a domiciliary support service in Cardiff and Vale regional partnership area
  • The responsible individual for this service is Nicholas Pambianchi
How many people in total did the service provide care and support to during the last financial year? 98

Service management

Responsible Individual(s) Nicholas Pambianchi
Manager(s) Ellie Jones

Service contact details

Service Telephone Number 03003035345
Service Contact Email Address info@seren.wales

Languages used at the service

What is the main language through which the service is provided? English
Other languages used in the provision of the service There are no other languages used at the service
Non-verbal communication methods used at the service There are no non verbal communication methods used at the service

Engagement with people using the service

All clients receive regular review of their care and support plan to ensure the care and support meets their needs. Statement of Purpose and Service User Guides are available at all clients properties. Seren also provide a fully digital service where people using the service and their relative / advocates have access to care notes and care and support plan documents. People using the service are encouraged to communicate with the service on how the provision of care is meeting their needs and our care management team actively and routinely visit or call people using our service to gather feedback. In addition to RI visits, Seren also have a robust quality of care review process which is carried out annually by our responsible individual. We ask people using the service for feedback on a range of qualifying questions for us to gain an understanding on how our service impacts the lives of people using our service.

Compliance and quality statement

Inspected - Delivering Quality Care

During the reporting period, Care Inspectorate Wales visited our service. We're proud their findings show we provide safe, effective, and supportive care for the people who use our services, meeting the required standards under section 27(1) of the Regulation and Inspection of Social Care (Wales) Act 2016.

We also carry out regular reviews to make sure the care and support we offer continues to meet people's needs and helps them achieve positive outcomes.

Fees charged by the service

The minimum hourly rate payable during the last financial year? £22.36
The maximum hourly rate payable during the last financial year? £26.75

Complaints processed by the service

Total number of formal complaints made during the last financial year 11
Number of active complaints outstanding 0
Number of complaints upheld 5
Number of complaints partially upheld 5
Number of complaints not upheld 1

Staff working at the service

Staff summary

The total number of full time equivalent posts at the service (as at 31 March) 47

Posts and vacancies

Role type No. of staff in post Total vacancies
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Care Worker 40 0
Planner 1 0

Training undertaken

Induction and Health & Safety
Role type Induction Health & Safety
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed Working towards all staff completing
Planner All staff have completed All staff have completed
Equality, Diversity & Human Rights and Infection, prevention & control
Role type Equality, Diversity & Human Rights Infection, prevention & control
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed Working towards all staff completing
Planner All staff have completed All staff have completed
Manual Handling and Safeguarding
Role type Manual Handling Safeguarding
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed All staff have completed
Planner Working towards all staff completing All staff have completed
Medicine Management and Dementia
Role type Medicine Management Dementia
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker All staff have completed All staff have completed
Planner Working towards all staff completing Working towards all staff completing
Positive Behaviour Management and Food Hygiene
Role type Positive Behaviour Management Food Hygiene
Manager All staff have completed All staff have completed
Supervisory Staff (not providing direct care) Not relevant to this staff group All staff have completed
Senior Care Worker Not relevant to this staff group All staff have completed
Care Worker Not relevant to this staff group All staff have completed
Planner Not relevant to this staff group All staff have completed

Contractual arrangements

Permanent Staff, Fixed Term Contracted Staff and Volunteers
Role type No. of permanent staff No. of fixed term contracted staff No. of volunteers
Manager 1 0 0
Supervisory Staff (not providing direct care) 3 0 0
Senior Care Worker 2 0 0
Care Worker 40 0 0
Planner 1 0 0
Agency/Bank Staff & Non-Guaranteed Hours (zero hours) Staff
Role type No. of agency/bank staff No. of non-guaranteed hours (zero hours) staff
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Care Worker 0 0
Planner 0 0

Full time v part time information

Role type No. of full time staff No. of part time staff
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Care Worker 38 2
Planner 1 0

Staff qualifications

Hold required qualification & Working towards required qualification - not apprenticeship
Role type Hold required qualification Working towards required qualification - not apprenticeship
Manager 1 0
Supervisory Staff (not providing direct care) 3 0
Senior Care Worker 2 0
Care Worker 40 0
Planner 1 0
Working towards required qualification - apprenticeship & Qualification not required for role
Role type Working towards required qualification - apprenticeship Qualification not required for role
Manager 0 0
Supervisory Staff (not providing direct care) 0 0
Senior Care Worker 0 0
Care Worker 0 0
Planner 0 0

Typical shift patterns

Role typeTypical shift patterns
Senior Care Worker 06:30-14;20-11:19:00
Care Worker average shift patterns 7-2 2-10 week 1 Monday, Tuesday, Saturday , Sunday Week 2 7-2, 2-10 Tuesday, Wednesday ,Thursday, Friday