A CARERS charity in Worcestershire has announced it has had to close its doors for good due to a lack of funding and increasing costs, writes Niamh Cassidy.
Crossroads Caring for Carers said delivering care in the right way had become more challenging because of recruitment difficulties, employment changes and decisions made by Worcestershire County Council. This, it added, had placed a significant strain on the charity.
A Crossroads spokesperson said: “The decision to close was not taken lightly and for several years our service has become increasingly difficult to sustain.
“We have been doing everything possible to try and rescue the situation.
“We even sold our office building and for the last 10 years our chief officer has worked in a voluntary capacity.”
Crossroads is estimated to have assisted more than 6,000 families across Malvern, Bromsgrove, Redditch, Droitwich, Worcester, Wyre Forest, Evesham, Pershore and Broadway.
Crossroads said decisions taken by the council left little or zero increase in funding.
It highlighted a number of council decisions which it said had led to the closure.
They said a service created by a Crossroads volunteer for supporting those with dementia, called ‘AI’s way’ received additional funding from the council, and was put out to contract.
However, Crossroads said it was readvertised with an altered specification which appeared to favour a particular provider.
They said: “This provider, we were told, had indicated to Worcestershire County Council it would make a significant financial contribution which we believe influenced the decision to award them the contract.
“The decision caused the loss of staff for the charity.”
The council and NHS also partnered with Crossroads for a ‘Reablement service’ scheme, helping people returning home from hospital.
Crossroads recruited, employed and trained staff to provide up to six weeks support.
This service benefited many whilst freeing up hospital beds.
The responsibility for delivery was eventually taken in-house by the council, a decision Crossroads said also resulted in a significant loss of staff.
The charity added extra care schemes Crossroads delivered for Gilbert Court (Bromsgrove) and Arch Hill Court (Kidderminster) were also subsequently allocated to the housing associations with no competitive tendering process undertaken.
Crossroads stated this decision resulted in them losing half of their staff.
A spokesperson said: “We knew then that it was the beginning of the end for our charity.
“Shortly after the transfer, one of the housing associations acknowledged that it did not have the necessary experience or expertise to deliver the service efficiently.”
Lastly, the charity was awarded the contract for ‘Sitting Service’, supporting unpaid family-based carers.
Crossroads said funding for this was subsequently withdrawn by the council for new referrals and the service eventually phased out.
The charity stated it refused to cut corners and let standards slip and wanted to close in clear conscience, without compromising on care.
The staff employed by Crossroads and the people it supports have been transferred to another care agency.
Crossroads said this would ensure continuity of care.
“Serving the families who trusted us to look after the people they love has been both an honour and a responsibility we have taken very seriously. We are proud of all our staff who gave their time, skill, and their hearts to Crossroads.”
A Worcestershire County Council spokesperson said it worked with many organisations, including charities, to provide specialist services for residents.
“We were made aware by Crossroads of its decision to cease operating its domiciliary care service on March 13, 2026.
“Following this notification, the council worked closely with Crossroads to ensure that all residents receiving care through the service were transferred to alternative domiciliary care providers with minimal disruption.
“Only a very small number of people were affected by this decision, and Adult Social Care staff worked closely with Crossroads to ensure their care was transitioned as safely and smoothly as possible.”
Crossroads has put together a guide for people who needs care now or in the future and support with a caring role.
‘What the best home care should be like’
Everyone deserves care that enables them to remain safe, comfortable and independent in their own home for as long as possible (if that is where you prefer to live). Home care should be built on trust, compassion, professionalism and respect. Families should feel confident that care staff are appropriately trained, supervised and supported and remain within professional boundaries.
Care staff should be introduced to you before providing your care and support. It is YOUR home they will be working in, so you need to feel comfortable with the person. Remember they are visitors in your home.
You should be informed in advance of the person who will be providing care.
Care staff should arrive at your chosen time (if there is a delay you should always be advised). They should stay the full amount of time that you have been assessed as needing or that you are paying for (or both).
You should have a small, consistent team of staff who are reliable and respectful.
You need to feel safe, comfortable and never rushed.
Staff should be responsive to your needs, choices and chosen routine so you feel safe and secure.
There should never be a language barrier between you and the person providing your care. Clear communication and understanding is paramount.
You should be treated with dignity, kindness, respect and listened to.
You must be involved in decisions about your care.
You need to be confident there is always someone available at the end of the phone if you need help or have concerns.
Your care should be person-centred, responsive and tailored to your individual needs and preferences.
You must be made aware that complaints (or compliments) are encouraged and welcomed.
Your care provider should work with your relatives (with your permission), healthcare professionals and local services to ensure the best possible outcomes for you.