Keys NHCC Limited

Annual Return 2025/2026

The Annual Return is an online form that registered adults and children’s services providers are legally required to complete each year under the Regulations and Inspection of Social Care (Wales) Act 2016 (RISCA) . The purpose of Annual Returns is to provide the public with comprehensive, comparable and robust information on the quality of care and support services.

Provider: Keys NHCC Limited

Provider summary

The provider was registered on: 14/05/2019
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. Annually each home completes a Needs Impact Assessment, to highlight their specific training requirements. We provide all mandatory and additional training required via a mixture of on-line, remote and face to face training. This promotes accessibility and improves attendance rates. Each home has a live, on-line training matrix, updated as each staff member completes a course. This is RAG rated for easy use.
Arrangements in place during the last financial year for the recruitment and retention of staff employed by the service provider.

Our central Recruitment and Onboarding follow Safer Recruitment and Home Managers keep in touch with applicants. New starters complete induction and shadow shifts before probation.

Supervision, Personal Development Plans and Appraisals are used to support progress and we recognise and celebrate people’s journeys with us with our EPIC awards. Exit interviews share learning both locally and nationally.

We are proud to have achieved Gold Investors in People Accreditation in 2025.

Regulated services delivered by this provider

Service name Service type Type of care
Isgoed Care Home Service Childrens Home
Ty Parc Care Home Service Childrens Home
Coed Duon Care Home Service Childrens Home
Graig Llwyn House Care Home Service Childrens Home

Service: Isgoed

Service summary

Service Type Care Home Service
Type of Care Childrens Home
Approval Date 21/01/2022
Maximum number of places 4
Service Conditions
  • A maximum of 4 individuals can be accommodated at this service.
  • The responsible individual for this service is Esther Dawson
How many people in total did the service provide care and support to during the last financial year? 4

Service management

Responsible Individual(s) Esther Dawson
Manager(s) Abigail Luck

Service contact details

Service Telephone Number 07885397269
Service Contact Email Address manager.isgoed@keys-group.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

Service facilities and accommodation

Engagement with people using the service

Young people give feedback during all RI, Monthly Monitoring Visits and during completion of Reg 80. Young People are also encouraged to give feedback at any additional audit process i.e external visits – CIW, Contract Monitoring and supported to engage in any meetings i.e CLA/education - we advocate the use of advocates where required. We encourage healthy relationships both inside and outside the home and welcome appropriate visitors to the home, including family and friends. Young people engage in Keyworker sessions and weekly house meetings, and are supported to complete end of month reviews of their Personal Plans. We also encourage the reading and signing of home records. The welcome guide outlines the complaints process and we provide survey monkey for access to confidential feedback. We complete debriefs and return to home interviews following any incidents.

Compliance and quality statement

Inspected - Delivering Quality Care

During the reporting period, Care Inspectorate Wales visited our service. We're proud their findings show we provide safe, effective, and supportive care for the people who use our services, meeting the required standards under section 27(1) of the Regulation and Inspection of Social Care (Wales) Act 2016.

We also carry out regular reviews to make sure the care and support we offer continues to meet people's needs and helps them achieve positive outcomes.

Fees charged by the service

The minimum weekly fee payable during the last financial year? £4834.38
The maximum weekly fee payable during the last financial year? £5797.23

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) 11

Posts and vacancies

Role type No. of staff in post Total vacancies
Manager 1 0
Deputy Manager 1 0
Senior Care Worker 3 0
Care Worker 6 0

Training undertaken

Induction and Health & Safety
Role type Induction Health & Safety
Manager All staff have completed All staff have completed
Deputy 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
Deputy Manager All staff have completed All staff have completed
Senior Care Worker All staff have completed Working towards all staff completing
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
Deputy 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 Not relevant to this staff group
Deputy Manager All staff have completed Not relevant to this staff group
Senior Care Worker All staff have completed Not relevant to this staff group
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
Deputy Manager All staff have completed All staff have completed
Senior Care Worker Not relevant to this staff group Not relevant to this staff group
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 No. of volunteers
Manager 1 0 0
Deputy Manager 1 0 0
Senior Care Worker 3 0 0
Care Worker 6 0 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
Deputy 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
Deputy Manager 1 0
Senior Care Worker 3 0
Care Worker 5 1

Staff qualifications

Hold required qualification & Working towards required qualification - not apprenticeship
Role type Hold required qualification Working towards required qualification - not apprenticeship
Manager 0 0
Deputy Manager 1 0
Senior Care Worker 2 0
Care Worker 3 0
Working towards required qualification - apprenticeship & Qualification not required for role
Role type Working towards required qualification - apprenticeship Qualification not required for role
Manager 1 0
Deputy Manager 0 0
Senior Care Worker 1 0
Care Worker 3 0

Typical shift patterns

Role typeTypical shift patterns
Senior Care Worker 7:30am-7:30am
Care Worker 7:30am-7:30am

Service: Coed Duon

Service summary

Service Type Care Home Service
Type of Care Childrens Home
Approval Date 14/05/2019
Maximum number of places 4
Service Conditions
  • The responsible individual for this service is Esther Alexandra Dawson
  • A maximum of 4 individuals can be accommodated at this service.
How many people in total did the service provide care and support to during the last financial year? 5

Service management

Responsible Individual(s) Esther Dawson
Manager(s) Kristin Owen

Service contact details

Service Telephone Number 01495238893
Service Contact Email Address kristin.Oatley@keys-group.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
  • Signalong
  • Total Communication
  • Treatment and Education of Autistic and related Communication-handicapped Children (TEACCH)
  • Social Stories
  • Visual Communication using Symbols/Pictures (e.g. Communication Board, Picture Cards)
  • Writing (Paper / Whiteboards)
  • Picture Exchange Communication System (PECS)

Service facilities and accommodation

Engagement with people using the service

Young people give feedback during all RI, Monthly Monitoring Visits and during completion of Reg 80. Young People are also encouraged to give feedback at any additional audit process i.e external visits – CIW, Contract Monitoring and supported to engage in any meetings i.e CLA/education - we advocate the use of advocates where required. We encourage healthy relationships both inside and outside the home and welcome appropriate visitors to the home, including family and friends. Young people engage in Keyworker sessions and weekly house meetings, and are supported to complete end of month reviews of their Personal Plans. We also encourage the reading and signing of home records. The welcome guide outlines the complaints process and we provide survey monkey for access to confidential feedback. We complete debriefs and return to home interviews following any incidents.

Compliance and quality statement

Inspected - Delivering Quality Care

During the reporting period, Care Inspectorate Wales visited our service. We're proud their findings show we provide safe, effective, and supportive care for the people who use our services, meeting the required standards under section 27(1) of the Regulation and Inspection of Social Care (Wales) Act 2016.

We also carry out regular reviews to make sure the care and support we offer continues to meet people's needs and helps them achieve positive outcomes.

Fees charged by the service

The minimum weekly fee payable during the last financial year? £5622.63
The maximum weekly fee payable during the last financial year? £5622.20

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) 12

Posts and vacancies

Role type No. of staff in post Total vacancies
Manager 1 0
Deputy Manager 2 0
Senior Care Worker 3 0
Care Worker 6 0

Training undertaken

Induction and Health & Safety
Role type Induction Health & Safety
Manager All staff have completed All staff have completed
Deputy 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
Deputy 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
Deputy Manager All staff have completed Working towards all staff completing
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
Deputy Manager All staff have completed Not relevant to this staff group
Senior Care Worker All staff have completed Not relevant to this staff group
Care Worker All staff have completed Not relevant to this staff group
Positive Behaviour Management and Food Hygiene
Role type Positive Behaviour Management Food Hygiene
Manager All staff have completed All staff have completed
Deputy Manager All staff have completed Working towards all staff completing
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 No. of volunteers
Manager 1 0 0
Deputy Manager 2 0 0
Senior Care Worker 3 0 0
Care Worker 6 0 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
Deputy 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
Deputy Manager 2 0
Senior Care Worker 2 1
Care Worker 6 0

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
Deputy Manager 0 0
Senior Care Worker 3 0
Care Worker 2 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
Deputy Manager 2 0
Senior Care Worker 0 0
Care Worker 4 0

Typical shift patterns

Role typeTypical shift patterns
Senior Care Worker 7:00am - 23:00 23:00-7:00am sleep. Minimum 2 staff on duty
Care Worker 7:00am - 23:00 23:00-7:00am sleep. Minimum 2 staff on duty

Service: Ty Parc

Service summary

Service Type Care Home Service
Type of Care Childrens Home
Approval Date 04/08/2022
Maximum number of places 4
Service Conditions
  • A maximum of 4 individuals can be accommodated at this service.
  • The responsible individual for this service is Esther Alexandra Dawson
How many people in total did the service provide care and support to during the last financial year? 7

Service management

Responsible Individual(s) Esther Dawson
Manager(s) Richard Hill

Service contact details

Service Telephone Number 01291673270
Service Contact Email Address staff.typarc@keys-group.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

Service facilities and accommodation

Engagement with people using the service

Young people give feedback during all RI, Monthly Monitoring Visits and during completion of Reg 80. Young People are also encouraged to give feedback at any additional audit process i.e external visits – CIW, Contract Monitoring and supported to engage in any meetings i.e CLA/education - we advocate the use of advocates where required. We encourage healthy relationships both inside and outside the home and welcome appropriate visitors to the home, including family and friends. Young people engage in Keyworker sessions and weekly house meetings and are supported to complete end of month reviews of their Personal Plans. We also encourage the reading and signing of home records. The welcome guide outlines the complaints process and we provide survey monkey for access to confidential feedback. We complete debriefs and return to home interviews following any incidents.

Compliance and quality statement

Inspected - Delivering Quality Care

During the reporting period, Care Inspectorate Wales visited our service. We're proud their findings show we provide safe, effective, and supportive care for the people who use our services, meeting the required standards under section 27(1) of the Regulation and Inspection of Social Care (Wales) Act 2016.

We also carry out regular reviews to make sure the care and support we offer continues to meet people's needs and helps them achieve positive outcomes.

Fees charged by the service

The minimum weekly fee payable during the last financial year? £5014.28
The maximum weekly fee payable during the last financial year? £5616.94

Complaints processed by the service

Total number of formal complaints made during the last financial year 4
Number of active complaints outstanding 0
Number of complaints upheld 3
Number of complaints partially upheld 1
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) 12

Posts and vacancies

Role type No. of staff in post Total vacancies
Manager 1 0
Deputy Manager 1 0
Senior Care Worker 4 0
Care Worker 8 1

Training undertaken

Induction and Health & Safety
Role type Induction Health & Safety
Manager All staff have completed All staff have completed
Deputy Manager All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker Working towards all staff completing Working towards all staff completing
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
Deputy Manager All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker Working towards all staff completing Working towards all staff completing
Manual Handling and Safeguarding
Role type Manual Handling Safeguarding
Manager All staff have completed All staff have completed
Deputy Manager All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker Working towards all staff completing Working towards all staff completing
Medicine Management and Dementia
Role type Medicine Management Dementia
Manager All staff have completed Not relevant to this staff group
Deputy Manager All staff have completed Not relevant to this staff group
Senior Care Worker All staff have completed Not relevant to this staff group
Care Worker Working towards all staff completing Not relevant to this staff group
Positive Behaviour Management and Food Hygiene
Role type Positive Behaviour Management Food Hygiene
Manager All staff have completed All staff have completed
Deputy Manager All staff have completed All staff have completed
Senior Care Worker All staff have completed All staff have completed
Care Worker Working towards all staff completing Working towards all staff completing

Contractual arrangements

Permanent Staff, Fixed Term Contracted Staff and Volunteers
Role type No. of permanent staff No. of fixed term contracted staff No. of volunteers
Manager 1 0 0
Deputy Manager 1 0 0
Senior Care Worker 4 0 0
Care Worker 5 0 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
Deputy Manager 0 0
Senior Care Worker 0 0
Care Worker 3 0

Full time v part time information

Role type No. of full time staff No. of part time staff
Manager 1 0
Deputy Manager 1 0
Senior Care Worker 4 0
Care Worker 5 3

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
Deputy Manager 1 0
Senior Care Worker 2 2
Care Worker 2 6
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
Deputy Manager 0 0
Senior Care Worker 0 0
Care Worker 0 0

Typical shift patterns

Role typeTypical shift patterns
Senior Care Worker Day shift 81m-11pm. Sleep shift 10pm-08.30am. Minimum 2 staff on shift.
Care Worker Day shift 81m-11pm. Sleep shift 10pm-08.30am. Minimum 2 staff on shift.

Service: Graig Llwyn House

Service summary

Service Type Care Home Service
Type of Care Childrens Home
Approval Date 07/10/2019
Maximum number of places 4
Service Conditions
  • The responsible individual for this service is Esther Alexandra Dawson
  • A maximum of 4 individuals can be accommodated at this service
How many people in total did the service provide care and support to during the last financial year? 5

Service management

Responsible Individual(s) Esther Dawson
Manager(s) Matthew Salter

Service contact details

Service Telephone Number 02920753092
Service Contact Email Address manager.graigllwyn@keys-group.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

Service facilities and accommodation

Engagement with people using the service

Young people give feedback during RI and Monthly Monitoring Visits and are encouraged to give feedback at any additional audit process i.e external visits – CIW, Contract Monitoring. They are supported to engage in meetings i.e CLA/education etc and supported by advocates where required. We encourage healthy relationships outside the home and welcome appropriate visitors to the home. Young people engage in Keyworker sessions and weekly house meetings, and are supported to complete an end of month review of their Personal Plans. We also encourage the reading and signing home records. The welcome guide outlines the complaints process and we provide survey monkey for access to confidential feedback. We complete debriefs and return to home interviews following any incidents

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? £5064.48
The maximum weekly fee payable during the last financial year? £5622.20

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) 12

Posts and vacancies

Role type No. of staff in post Total vacancies
Manager 1 0
Deputy Manager 1 1
Senior Care Worker 4 0
Care Worker 7 0

Training undertaken

Induction and Health & Safety
Role type Induction Health & Safety
Manager All staff have completed All staff have completed
Deputy 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
Deputy 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
Deputy 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 Not relevant to this staff group
Deputy Manager All staff have completed Not relevant to this staff group
Senior Care Worker All staff have completed Not relevant to this staff group
Care Worker All staff have completed Not relevant to this staff group
Positive Behaviour Management and Food Hygiene
Role type Positive Behaviour Management Food Hygiene
Manager All staff have completed All staff have completed
Deputy 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 No. of volunteers
Manager 1 0 0
Deputy Manager 1 0 0
Senior Care Worker 4 0 0
Care Worker 7 0 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
Deputy 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
Deputy Manager 1 0
Senior Care Worker 3 1
Care Worker 6 1

Staff qualifications

Hold required qualification & Working towards required qualification - not apprenticeship
Role type Hold required qualification Working towards required qualification - not apprenticeship
Manager 0 1
Deputy Manager 1 0
Senior Care Worker 2 0
Care Worker 0 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
Deputy Manager 0 0
Senior Care Worker 2 0
Care Worker 7 0

Typical shift patterns

Role typeTypical shift patterns
Senior Care Worker 16 hour days with a sleep and at least one senior each shift who shift leads. Shift start time 7.30am until 8am the following day. We have one who complete this shift each day. We also have day shift which is 7.30 - 22.00pm, there are usually one or two who cover this shift per day depending on the daily requirements
Care Worker 16 hour days with a sleep. Shift start time 7.30am until 8am the following day. We have one who complete this shift each day. We also have day shift which is 7.30 - 22.00pm, there is usually one care worker who complete this each day