Annual Return 2025/2026

Provider: Elliots Hill Care Ltd

Provider summary

The provider was registered on:	14/02/2019
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.	Staff training needs were identified through supervisions, appraisals, care plan reviews and incident reviews. We maintained a training matrix to track compliance and address gaps. This year we expanded our training to include Team Teach, buccolam administration, PEG feed, and suction machine training. Competency assessments were completed, ensuring staff are equipped to provide safe, high-quality care.
Arrangements in place during the last financial year for the recruitment and retention of staff employed by the service provider.	We used values-based recruitment, advertising via job boards, social media, and local networks. Interviews focused on attitudes and suitability for care. To support retention, we offered robust inductions, regular supervision, career development opportunities, and flexible working. Staff were recognised for their contributions, and training was expanded to promote engagement and progression within the service.

Regulated services delivered by this provider

Service name	Service type	Type of care
Elliots Hill Care Ltd – DCA	Domiciliary Support Service	None
Elliots Hill Care Ltd – Elliots Hill RCH	Care Home Service	Adults Without Nursing
Perrots Lodge	Care Home Service	Adults Without Nursing

Service: Perrots Lodge

Service summary

Service Type	Care Home Service
Type of Care	Adults Without Nursing
Approval Date	14/02/2019
Maximum number of places	8
Service Conditions	A maximum of 8 individuals can be accommodated at this service Elliots Hill Care Ltd is registered to provide a Care Home Service at Perrots Lodge, Avallenau Drive, Haverfordwest, SA61 1XN The responsible individual for this service is Sally Jane Clarke
How many people in total did the service provide care and support to during the last financial year?	16

Service management

Responsible Individual(s)	Sally Clarke
Manager(s)	Neil James, Donna Beavis

Service contact details

Service Telephone Number	01437 454242
Service Contact Email Address	info@elliotshill.co.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	Welsh
Non-verbal communication methods used at the service	Assistive Technology Visual Communication using Symbols/Pictures (e.g. Communication Board, Picture Cards) Writing (Paper / Whiteboards) Non-formal communication (e.g. body language, facial expressions) Total Communication

Service facilities and accommodation

Access to minibus or other transport
Activities room (Art, Music, Games, Computers, etc.)
Close to local shops / amenities
Garden(s)
Ground-floor accommodation only
Internet access
Laundry service
Near public transport
Number of bathrooms with assisted bathing facilities: 2
Number of bedrooms with en-suite facilities: 8
Number of communal lounges: 2
Number of dining rooms: 1
Number of shared bedrooms: 0
Number of single bedrooms: 8
On-site parking
Outdoor seating / entertainment area
Quiet areas
Residents’ kitchenette / communal kitchen
Sensory areas
TV point
Wheelchair access

Engagement with people using the service

The service offers a variety of opportunities for individuals to express their views and contribute to the ongoing development of the care provided. These include regular resident meetings, feedback surveys, and day-to-day informal discussions with staff. This open approach to communication helps ensure that residents feel heard and valued, and that their opinions actively inform decision-making and service improvements.

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 weekly fee payable during the last financial year?	£1250
The maximum weekly fee payable during the last financial year?	£1250

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)	15

Posts and vacancies

Role type	No. of staff in post	Total vacancies
Manager	1	0
Senior Care Worker	2	0
Care Worker	13	1

Training undertaken

Induction and Health & Safety

Role type	Induction	Health & Safety
Manager	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

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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	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
Manager	1	0
Senior Care Worker	0	2
Care Worker	11	2

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
Senior Care Worker	0	0
Care Worker	0	0

Full time v part time information

Role type	No. of full time staff	No. of part time staff
Manager	1	0
Senior Care Worker	2	0
Care Worker	9	4

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
Senior Care Worker	1	0
Care Worker	11	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
Senior Care Worker	1	1
Care Worker	2	2

Typical shift patterns

Role type	Typical shift patterns
Senior Care Worker	Day shift take place between 8am and 10pm – Night shifts between 10pm and 8am.
Care Worker	Day shift take place between 8am and 10pm – Night shifts between 10pm and 8am.

Service: Elliots Hill Care Ltd – Elliots Hill RCH

Service summary

Service Type	Care Home Service
Type of Care	Adults Without Nursing
Approval Date	14/02/2019
Maximum number of places	23
Service Conditions	A maximum of 23 individuals can be accommodated at this service Elliots Hill Care Ltd is registered to provide a Care Home Service at Elliots Hill Care Ltd – Elliots Hill RCH, Great Elliotts Hill, Crowhill, Haverfordwest SA62 6HT The responsible individual for this service is Sally Jane Clarke
How many people in total did the service provide care and support to during the last financial year?	24

Service management

Responsible Individual(s)	Sally Clarke
Manager(s)	Neil James, Donna Beavis

Service contact details

Service Telephone Number	01437723778
Service Contact Email Address	rch@elliotshill.co.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	Welsh
Non-verbal communication methods used at the service	Visual Communication using Symbols/Pictures (e.g. Communication Board, Picture Cards) Assistive Technology Writing (Paper / Whiteboards) Total Communication

Service facilities and accommodation

Access to minibus or other transport
Activities room (Art, Music, Games, Computers, etc.)
Close to local shops / amenities
Garden(s)
Internet access
Laundry service
Lifts
Near public transport
Number of bathrooms with assisted bathing facilities: 3
Number of bedrooms with en-suite facilities: 0
Number of communal lounges: 1
Number of dining rooms: 1
Number of shared bedrooms: 0
Number of single bedrooms: 23
On-site parking
Outdoor seating / entertainment area
Quiet areas
Sensory areas
TV point
Wheelchair access
Wildlife / domesticated animals
Woodland / ponds

Engagement with people using the service

Compliance and quality statement

Not Inspected – Strong Internal Checks

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 weekly fee payable during the last financial year?	£1250
The maximum weekly fee payable during the last financial year?	£1250

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)	30

Posts and vacancies

Role type	No. of staff in post	Total vacancies
Manager	2	0
Senior Care Worker	6	0
Care Worker	22	3
Domestic staff	1	0
Other Staff	1	0

Training undertaken

Induction and Health & Safety

Role type	Induction	Health & Safety
Manager	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
Domestic staff	All staff have completed	All staff have completed
Other Staff	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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	All staff have completed	All staff have completed
Domestic staff	All staff have completed	All staff have completed
Other Staff	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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	All staff have completed	All staff have completed
Domestic staff	All staff have completed	All staff have completed
Other Staff	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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	All staff have completed	All staff have completed
Domestic staff	Not relevant to this staff group	All staff have completed
Other Staff	Not relevant to this staff group	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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	All staff have completed	All staff have completed
Domestic staff	All staff have completed	All staff have completed
Other Staff	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
Manager	2	0
Senior Care Worker	5	1
Care Worker	14	8
Domestic staff	1	0
Other Staff	1	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
Senior Care Worker	0	0
Care Worker	0	0
Domestic staff	0	0
Other Staff	0	0

Full time v part time information

Role type	No. of full time staff	No. of part time staff
Manager	2	0
Senior Care Worker	6	0
Care Worker	18	4
Domestic staff	0	1
Other Staff	0	1

Staff qualifications

Hold required qualification & Working towards required qualification – not apprenticeship

Role type	Hold required qualification	Working towards required qualification – not apprenticeship
Manager	2	0
Senior Care Worker	6	0
Care Worker	16	0
Domestic staff	1	0
Other Staff	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
Senior Care Worker	0	0
Care Worker	3	3
Domestic staff	0	0
Other Staff	0	0

Typical shift patterns

Role type	Typical shift patterns
Senior Care Worker	Days consists of shifts between 8am and 8pm and a night worker is between 8pm and 8am.
Care Worker	Days consists of shifts between 8am and 8pm and a night worker is between 8pm and 8am.

Service: Elliots Hill Care Ltd – DCA

Service summary

Service Type	Domiciliary Support Service
Type of Care	None
Approval Date	14/02/2019
Maximum number of places	0
Partnership Area	West Wales
Service Conditions	Elliots Hill Care Ltd is registered to provide a domiciliary support service in West Wales regional partnership area The responsible individual for this service is Sally Jane Clarke
How many people in total did the service provide care and support to during the last financial year?	187

Service management

Responsible Individual(s)	Sally Clarke
Manager(s)	Sally Clarke

Service contact details

Service Telephone Number	01437764720
Service Contact Email Address	info@elliotshill.co.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

During the last financial year, a range of arrangements were in place to consult with people who use our service, ensuring their views were actively sought and incorporated into service improvements. These included:

Customer Forum
Customer Satisfaction Surveys
Stakeholder Surveys
Regular Check-ins with Managers
House meetings

The feedback gathered through these channels was reviewed regularly by senior management and the Responsible Individual, with outcomes informing service development plans and quality assurance processes.

Compliance and quality statement

Not Inspected – Strong Internal Checks

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?	£17.01
The maximum hourly rate payable during the last financial year?	£38.55

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	0
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)	151

Posts and vacancies

Role type	No. of staff in post	Total vacancies
Manager	7	0
Senior Care Worker	11	0
Care Worker	133	2

Training undertaken

Induction and Health & Safety

Role type	Induction	Health & Safety
Manager	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

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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	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
Senior Care Worker	All staff have completed	All staff have completed
Care Worker	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
Manager	7	0
Senior Care Worker	11	0
Care Worker	95	37

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
Senior Care Worker	0	0
Care Worker	0	1

Full time v part time information

Role type	No. of full time staff	No. of part time staff
Manager	7	0
Senior Care Worker	10	1
Care Worker	105	28

Staff qualifications

Hold required qualification & Working towards required qualification – not apprenticeship

Role type	Hold required qualification	Working towards required qualification – not apprenticeship
Manager	3	0
Senior Care Worker	5	0
Care Worker	117	4

Working towards required qualification – apprenticeship & Qualification not required for role

Role type	Working towards required qualification – apprenticeship	Qualification not required for role
Manager	4	4
Senior Care Worker	2	2
Care Worker	12	12

Typical shift patterns

Role type	Typical shift patterns
Senior Care Worker	Day shift 7am-10pm plus sleepovers- 11
Care Worker	Day shift 7am-10pm plus sleepovers- 133, Night shift 10pm-7pm 3