You Said, We Did: One Year of Shaping Sandwell Carers Service Together
Since launching in September 2025, Sandwell Carers Service has continued to grow and improve, shaped by the voices, experiences and ideas of unpaid Carers across Sandwell.
From making support more accessible to improving community connections and raising awareness, Carers have helped us identify what matters most and where changes are needed.
As we reflect on our first year, we want to share what you told us, what we have changed and how your feedback continues to shape the service.
Carers helped shape the service from the beginning
Before Sandwell Carers Service launched, Sandwell Council worked with local unpaid Carers to understand what they wanted from their new service. Their experiences helped shape the service specification, and Carers were also involved in selecting Forward Carers to lead the service.
In August 2025, we invited Carers to an engagement session where they could explore the new website, learn about the support being developed and share their views on community drop-ins, accessibility and gaps in provision.
This was the beginning of an ongoing conversation.
- In February 2026, we shared our first You Said, We Did update, explaining how feedback was influencing the service.
- During Carers Week in June, we gathered further views from Carers and members of the public.
- Then, in August 2026, we held another Carers Voice session, supported by questionnaires, to understand what was working well and what could be improved.
Each conversation has helped us make the service more responsive to the realities of caring.
You Said, We Did: Changes We’ve Made Because of Your Feedback
Your feedback is helping us improve Sandwell Carers Service. Here’s what we’ve changed and what we’re working on.
Making information and support easier to find
- Created five new website pages covering Financial Support, Inclusive Support, Health Professionals, Wellbeing and Relaxation and Learning Opportunities.
- Launched a Support When You Need It page with 24/7 and online support options.
- Improved our Community Partners page and added links to Healthy Sandwell to help Carers find local activities and support.
Making support more flexible and accessible
- Added online and evening Carer support groups to our What’s On page.
- We’re developing pre-recorded workshops and a 24/7 website chatbot, so Carers can access information when it suits them.
Reaching and connecting more Carers
- Raised awareness through Dementia Action Week, Carers Week and the Sandwell and Birmingham Mela.
- Strengthened links with GPs and health professionals through hospital drop-ins, outreach and Carer Champion Training.
- Shared outreach stories and real experiences from Carers, including Jenifer, Alina, Lisa and Gurpreet, to help more people recognise themselves as Carers and find support.
- Added a community group toolkit and Angela’s story to inspire Carers to build connections and create their own groups.
Helping Carers have a stronger voice
- Improved our Carers Voice page to make it easier for Carers to share feedback and influence services.
- Introduced more Carer stories, including Dawn and Angela, showing how lived experience helps shape support.
Your voice matters. We’ll continue listening, making improvements and sharing what has changed because of your feedback.
You Said, We Did
Read our previous blogs and newsletters for further details:
June blog and June newsletter
October blog and October newsletter
We want Carers to see that sharing their views leads to meaningful action, rather than simply another consultation.
Listening has also highlighted where more work is needed
Not every improvement can happen immediately, and some challenges require wider partnership working.
For example, during Carers Week, we discovered that many Carers had not prepared a Peace of Mind Plan, sometimes called a What If Plan, to help ensure the person they care for is supported in an emergency.
This highlighted the need to continue raising awareness of emergency planning.
We also recognise that improving early identification, reducing isolation and ensuring Carers feel involved in decisions will require ongoing work.
These remain important priorities as the service develops.
A service built through partnership
Sandwell Carers Service is led by Forward Carers and delivered in partnership with Age Connects West Midlands, Age UK Birmingham, St Albans Community Centre and Midland Mencap, with funding from Sandwell Council.
Working together with local organisations, health professionals, community groups and unpaid Carers allows us to respond to different needs across Sandwell.
But the most important partnership is with Carers themselves.
Your feedback helps us understand what is working, what needs to change and how we can make support more accessible, inclusive and effective.
Help shape what happens next
One year on from our launch, we have made a range of practical improvements because Carers took the time to share their experiences. We have improved information, expanded opportunities for connection, increased community outreach, strengthened partnerships and created more ways for Carers to influence the service.
There is still more to do, and we want to continue listening. Whether you have used Sandwell Carers Service regularly, accessed support just once or have never contacted us before, your views matter.
You can help shape the service by completing surveys, attending Carers Voice sessions, sharing your story or simply telling us what could be better.
You said. We listened. We did. And we will keep listening.
Join Carers Voice to find out how you can get involved.
Contact Sandwell Carers Service
Telephone: 0121 798 2372
Email: info@sandwellcarers.org.uk
Website: www.sandwellcarers.org.uk
