Contract for a New Carer's Support Service in Sandwell

Unpaid carers, and their family and friends and staff working with carers in Sandwell were invited to share their views on the proposed commissioning of the new contract for Sandwell Carers Service.

We needed help to design this service, to improve carer's lives.

The Carer's Support Service was to be contracted to:

• provide a central contact point for carers and for carers organisations to refer carers to.
• raise the profile of carers and caring in Sandwell.
• provide a visible and accessible place where carers can access information advice and guidance.
• co-ordinate carer support activity to ensure there is a clear and accessible offer for carers in Sandwell.
• support action to deliver the Joint Carers Strategy 2022-26.

We held a survey and engagement sessions with carers and other partners in the Council to discuss the proposed service and gather feedback on how it should be designed.

There was strong demand for a new Carers Support Service

92% of respondents agreed a new service is needed, and 96% said they would use it. Carers reported feeling overwhelmed, isolated, and unsupported, often dealing with complex needs and risk of burnout.

Carers have high and complex needs

Many carers have caring responsibilities which cover physical health, disability, mental health, dementia, and autism. Key issues include emotional strain, loneliness and poor wellbeing, difficulty navigating health and care systems, and lack of clear information and support pathways

Top priorities for the new service

The most valued features were:

1. Single point of contact (“one-stop shop”)
2. Clear information, advice, and guidance
3. Support planning and coordination

Additional important elements were peer support and wellbeng support, and signposting to the right welfare rights and financial support. 

 Core themes identified by carers

a. Simpler access and navigation

• Carers want one central, easy-to-access service to avoid being “passed around”.
• Need for clear guidance on what to do and who to contact
• Information and communication 
• Demand for timely, clear, and simple information.

b. Emotional and peer support

• Carers frequently feel lonely and unsupported.
• Strong demand for:
  • Peer groups and face-to-face support
  • Wellbeing services
  • Emergency planning (e.g. emergency card)

Preferred service delivery model

Carers want a flexible, multi-channel service:

• Face-to-face, telephone, and digital options
• Local bases across all six towns plus a central base
• Evening and weekend availability
• Some carers face digital exclusion

 Key overall message

Carers consistently called for:

A joined-up, easy-to-access, person-centred service that recognises carers’ needs, reduces complexity, and provides timely support.

Bottom line

The engagement clearly shows:

• Carers need simpler access, better information, and coordinated support
• A single, visible central service with flexible delivery and strong emotional/practical support is essential
• The service must be inclusive, responsive, and proactive in identifying and supporting carers early

We have designed and commissioned the Sandwell Carers Service based on the findings of the survey and other findings of the engagement process.

The Sandwell Carers Service launched on 1 September 2025. The website is https://sandwellcarers.org.uk/.

The service delivers:

• A central register or single point of contact for carers
• Campaigns and events such as Carers Week marketplace in June 2026, to identify new carers and raise awareness of caring and support available
• Clear information, advice and guidance, and signposting to a range of other support
• A well being check and wellbeing plan to co- ordinate support for individual carers
• All top priorities listed above, core themes and preferred delivery model were included in the Specification for the contracted Service, it was tendered and set up in September 2025.
• Since then, the number of carers using the service has steadily grown and new developments such as bases in the 6 towns are being developed to identify hidden carers in those towns.