Meet The People Behind Care & Repair’s Lifesaving Work

A new report from Care & Repair Cymru offers a rare glimpse into the daily work of staff who help thousands of older and vulnerable people live safely and independently at home.

Based on 52 in-depth interviews with staff from across Wales — including caseworkers, administrators, handypersons, and technical officers — the report captures the heart and soul of the organisation’s work. It reveals how trust, compassion, and teamwork underpin everything Care & Repair does.

From the first phone call to the final repair, staff consistently go above and beyond. They don’t just fix problems — they look for hidden risks, offer practical advice, and connect clients with wider support. This proactive, “whole person” approach helps prevent crises before they happen and keeps people safe, warm, and well in their own homes.

Chris Jones, Chief Executive of Care & Repair Cymru, said:

“Having been involved in Care & Repair for 35 years as a Local Authority partner providing local funding, a Care & Repair Agency Chair, and now as Chief Executive of CRC, I’ve always known that our front-line staff are what makes Care & Repair stand out.

This report strongly reinforces that the “how” is just as important as the “what” we do. The strong values, commitment, and dedication of staff on the front line is what makes Care & Repair as respected and valued as it is. A huge thanks to all the staff who make us what we are”

52 In-Depth Interviews

From late 2024 to the summer of 2025, the research team conducted one-to-one interviews with staff from all Care & Repair Agencies across Wales. Interviews were chosen as the primary method to capture staff experiences in depth, offering rich insights into their values and day-to-day practices. This approach also made it possible to explore nuances and reflections that emerge only through detailed conversation.

In total, 52 interviews were carried out: 36 in person and 16 online. Each interview lasted between 25 and 45 minutes and followed a semi-structured format. Participants responded to 8–10 open-ended questions and were encouraged to guide the discussion, introducing new topics and sharing examples that were most meaningful to them.

The four job roles selected for inclusion represent those that are often core funded and found in every Care & Repair Agency: caseworkers, administrators, handypersons, and technical officers. Staff from all 13 Agencies across Wales took part, with participation being entirely voluntary and line managers supporting the selection process.

The findings highlight the dedication, expertise, and adaptability of Care & Repair staff, who remain the organisation’s greatest asset in delivering life-changing support to those most in need.