Client Service Policy

Within our homes we strive to provide our residents, their families, visitors and outside agencies with the best possible care and service.

Whilst we try to get it right first time, we may not always succeed. We rely on you to tell us if we fail to please.

We also hope that you will tell our staff if you have any suggestions or ideas that may improve our service, or indeed, tell them if you think they are doing a good job. Should you have a concern our complaints procedure is displayed in each home and attached to the Terms and Conditions.

Each home has a sealed suggestion box which can be used by residents, visitors and staff to help us to improve upon the service we provide. We will treat all comments/suggestions seriously and in confidence and will do our utmost to respond promptly.


Cartref is a not-for-profit organisation. The Board of Trustees, all volunteers with professional backgrounds, are resonsible for the overall management of the Charity and meet on a monthly basis.


Top 20 Awards 2018         2019 Top 20 Awardstop20 2020 stamp

2020 Named as one of the top 20 Care Homes in Wales by 

2019 Named as one of the top 20 Care Homes in Wales by 

2018 Named as one of the top 20 Care Homes in Wales by 

2018 Recognised as a recommended care home by
2016 - Age Cymru Awards Finalist age c
2011 - Wales Care Awards, Outstanding Service Award, Nina Wright, Registered Manager, Silver Award
2009 - Award winning chef - Wales Regional Winner, went through to the UK finals


  Email us at:

  +44 (0)29 2075 3123

   +44 (0)29 2075 7941

   88/90 Lake Road East, Cardiff CF23 5NP, UK