Health & Social Care Regulator ratings of our registered services
All our services are registered and inspected by the relevant health and social care regulator – Care Quality Commission (CQC) in England and Care Inspectorate Wales (CIW) in Wales.
CQC is the independent regulator of health and adult social care in England.
CQC makes sure health and social care services, including United Response, provide people with safe, effective, compassionate, high-quality care and encourages them to improve.
It monitors, inspects and regulates our services to ensure they meet fundamental standards of quality and safety, and publishes its findings, including performance ratings, to help people choose care.
All our relevant services in England are registered with the CQC and our activities are regulated by them. Our Nominated Individual is our Operations Director.
Our provider ID is 1-102642990.
All our available CQC reports are listed on their website United Response – Overview – Care Quality Commission
CIW is the independent regulator of social care in Wales carrying out their functions on behalf of the Welsh Ministers.
CIW register, inspect and take action to improve the quality and safety of services for the well-being of the people of Wales.
All our relevant services in Wales are registered with the CIW and our activities are regulated by them. Our Responsible Individual is our Operations Director.
Our provider ID is SPROV-00000993-CQVJ.
All our available CIW reports are listed on their website United Response (Domiciliary Support Service)
Our Annual Return for 2025/2026 is available here as a PDF. Alternatively you can read the report in html format below.
United Response
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) (opens in a new window). The purpose of Annual Returns is to provide the public with comprehensive, comparable and robust information on the quality of care and support services.
Contents
Provider: United Response
Provider summary
| The provider was registered on: | 15/04/2019 |
|---|---|
| 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. | A Training Needs Analysis (TNA) is undertaken which identifies the training required for individual staff across all our services. The TNA focuses on essential training to equip us in providing high quality and safe person centred care that meets regulatory compliance. Staff completed a range of learning and development opportunities in person and virtually. |
|---|---|
| Arrangements in place during the last financial year for the recruitment and retention of staff employed by the service provider. | A focus of United Response is a skilled highly engaged workforce. To support the retention and recruitment of staff we have: • Staff benefits scheme • Excellent training programmes • Supervision and annual reviews • Flexible working • Occupational Health support • Enhanced sick pay & bank holiday pay • 2 wellbeing days • Counselling service • Physio service • Family friendly policies As well as the above we value our colleagues to foster and an open and inclusive culture. |
Regulated services delivered by this provider
| Service name | Service type | Type of care |
|---|---|---|
| United Response | Domiciliary Support Service | None |
Service: United Response
Service summary
| Service Type | Domiciliary Support Service |
|---|---|
| Type of Care | None |
| Approval Date | 15/04/2019 |
| Maximum number of places | 0 |
| Partnership Area | Gwent |
| Service Conditions | United Response is registered to provide a domiciliary support service in Gwent regional partnership area |
| How many people in total did the service provide care and support to during the last financial year? | 8 |
Service management
| Responsible Individual(s) | There are no Responsible Individuals at the service |
|---|---|
| Manager(s) | Paul Gray |
Service contact details
| Service Telephone Number | 07891 436 982 |
|---|---|
| Service Contact Email Address | paul.gray@unitedresponse.org.uk |
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
We ask the people we support and their families for their views about the service in various ways. We encourage feedback and have contacted all known families to express their views in the last 6 months. We spend time with people daily encouraging feedback about the support they receive. In addition, individuals are consulted during ‘house’ meetings (in instances where a group of co-tenants have chosen to hold these). During their support plan reviews, person centred reviews, through questionnaires when individuals are not able to express their view verbally or in writing, alternative ways to obtain these views are explored, these can for example be direct observation by Service Manager, completion of learning log, feedback from relatives/advocates. We will do all that we can to ensure that we are able to understand how the people we support communicate effectively to ensure that people can live their lives to the full.
Compliance and quality statement
Inspected – Areas for Improvement
Care Inspectorate Wales inspected our service during the reporting period and highlighted areas where we needed to strengthen our approach to meet the required standards under section 27(1) of the 2016 Act.
We are working to make improvements, so people receive the best possible care and support. Our ongoing reviews help us keep improving and ensure people’s experiences remain positive.
Fees charged by the service
| The minimum hourly rate payable during the last financial year? | £12.60 |
|---|---|
| The maximum hourly rate payable during the last financial year? | £12.60 |
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) | 12 |
|---|
Posts and vacancies
| Role type | No. of staff in post | Total vacancies |
|---|---|---|
| Manager | 1 | 0 |
| Deputy Manager | 1 | 0 |
| Supervisory Staff (not providing direct care) | 1 | 0 |
| Senior Care Worker | 3 | 0 |
| Care Worker | 19 | 0 |
Training undertaken
Induction and Health & Safety
| Role type | Induction | Health & Safety |
|---|---|---|
| Manager | All staff have completed | All staff have completed |
| Deputy 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 |
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 |
| Deputy Manager | All staff have completed | All staff have completed |
| Supervisory Staff (not providing direct care) | All staff have completed | Not relevant to this staff group |
| Senior Care Worker | Working towards all staff completing | All staff have completed |
| Care Worker | Working towards all staff completing | All staff have completed |
Manual Handling and Safeguarding
| Role type | Manual Handling | Safeguarding |
|---|---|---|
| Manager | All staff have completed | All staff have completed |
| Deputy 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 |
Medicine Management and Dementia
| Role type | Medicine Management | Dementia |
|---|---|---|
| Manager | All staff have completed | All staff have completed |
| Deputy Manager | All staff have completed | All staff have completed |
| Supervisory Staff (not providing direct care) | Not relevant to this staff group | Not relevant to this staff group |
| Senior Care Worker | All staff have completed | All staff have completed |
| Care Worker | All staff have completed | 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 |
| Deputy Manager | All staff have completed | All staff have completed |
| Supervisory Staff (not providing direct care) | Not relevant to this staff group | Not relevant to this staff group |
| Senior Care Worker | All staff have completed | All staff have completed |
| Care Worker | All staff have completed | Working towards all staff completing |
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 |
| Deputy Manager | 1 | 0 | 0 |
| Supervisory Staff (not providing direct care) | 1 | 0 | 0 |
| Senior Care Worker | 3 | 0 | 0 |
| Care Worker | 12 | 5 | 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 |
| Deputy Manager | 0 | 0 |
| Supervisory Staff (not providing direct care) | 0 | 0 |
| Senior Care Worker | 0 | 0 |
| Care Worker | 0 | 2 |
Full time v part time information
| Role type | No. of full time staff | No. of part time staff |
|---|---|---|
| Manager | 1 | 0 |
| Deputy Manager | 1 | 0 |
| Supervisory Staff (not providing direct care) | 0 | 1 |
| Senior Care Worker | 3 | 0 |
| Care Worker | 12 | 7 |
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 |
| Deputy Manager | 1 | 0 |
| Supervisory Staff (not providing direct care) | 0 | 0 |
| Senior Care Worker | 3 | 0 |
| Care Worker | 19 | 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 |
| Deputy Manager | 0 | 0 |
| Supervisory Staff (not providing direct care) | 0 | 0 |
| Senior Care Worker | 0 | 0 |
| Care Worker | 0 | 0 |
Typical shift patterns
| Role type | Typical shift patterns |
|---|---|
| Senior Care Worker | 2 |
| Care Worker | 4 |