Unpaid Carers Hit By Reduction in Support From Surrey County Council

Published on: 21 Nov, 2025
Updated on: 25 Nov, 2025

A moving scene from a film the charity produced in October

The work of a charity that provides vital respite for people who are carers to their loved ones is under serious threat because of a reduction in support from Surrey County Council.

Crossroads Care Surrey offers unpaid carers the chance to unwind and recharge, secure in the knowledge that their loved ones are in the reliable and expert hands of the charity’s support workers.

The charity – inspired originally by a plot line in the soap opera Crossroads, which was immensely popular in the 1970s and 1980s – has been delivering Government-funded respite breaks for unpaid carers across Surrey for the last 14 years.

But in February 2025 Surrey County Council unexpectedly served Crossroads Care Surrey six months’ notice on the current carers replacement breaks contract that should not have ended until March 2027.

The council replaced the contract with a one-off £300 pre-paid card. This is worth only eight or nine hours of care, says the charity.

The council said it made the change to give carers what they wanted, based on independent research. The charity believes it was just a cost-cutting exercise.

Crossroads says carers are shocked by the decision. There is the case, for example, of the pensioner who provides 24-hour care for his 97-year-old mother who suffers from mobility issues and dementia. He asks: “Has the council given any thought to the effect their decision is having on carers?”

In a statement to the Guildford Dragon, Surrey County Council said it deeply values the work that carers do and the decision to replace the contract was not taken lightly. More than £10 million was being invested in care and support for carers this year alone.

Terry Hawkins, CEO at Crossroads Care Surrey, said respite breaks were vital for carers’ mental and physical health, enabling them to take a rest and to be able to enjoy a small amount of time for themselves each week .

He said the loss of this service would a terrible blow for the carers themselves. “And it would undoubtedly place an even greater burden on the already stretched GPs and hospitals across Surrey,” he said.

The charity’s supporters saved the day temporarily, providing breathing space. All scheduled respite hours will be honoured for existing clients up until November 30. But further help is now urgently needed and the charity is appealing for support from the community

Crossroads is working with the Carers Trust and Lib Dem MPs to appeal to the county council to reconsider its decision, either to reverse it entirely or more likely to provide a better solution than the current £300 voucher they are offering.

Respite breaks are vital for carers’ mental and physical health, says the charity

Crossroads Care Surrey says: “We are committed to supporting unpaid carers across the region and we are calling on individuals, businesses, and the wider community to help ensure no carer is left without support in the future.”

Terry Hawkins said: “By stripping away meaningful respite, the council is placing even more pressure on families, the NHS and local services. This decision doesn’t just let carers down, it will increase carer burnout, emergency hospital admissions and demand on already overstretched health services.”

Cllr Sinead Mooney, Surrey County Council’s Cabinet Member for Adult Social Care, said: “We deeply value carers which is why we are investing more than £10 million in care and support for carers this year alone, and that’s on top of funding to meet people’s care needs, which also gives vital support to carers.

“The decision to end Crossroads’ contract followed a period of review and wasn’t taken lightly. We listened to carers’ views and introduced a new approach to carer support – a £300 payment on a pre-paid card – which gives them complete flexibility over how they take their wellbeing breaks.

Cllr Sinead Mooney

“This new offer lets carers choose how they rest and recharge, whether that’s through a wellbeing activity, a hobby or new skill, or a day trip or overnight break, and is enabling us to reach many more carers across Surrey.

“In its first few months, more than 200 carers have taken up our new offer – and so far, no carers have used the payment to buy in agency replacement care, suggesting they prefer to choose their own forms of respite.

“This wellbeing breaks offer goes above and beyond our statutory duty – many councils provide statutory carers’ services only. Carers can then request ongoing respite support through a carers’ assessment – and the new approach puts them on a pathway to do that more quickly.

“There’s all sorts of help available for carers. But many people who look after a loved one don’t see themselves as a carer so miss out on the benefits. If you or someone you know provides regular support to someone who couldn’t manage without it, please seek out the support on offer. The county council’s website and Action for Carers Surrey are good places to start.”

The launch of Crossroads Care Surrey owes much to the soap opera Crossroads. One of the plot lines poignantly portrayed the struggles faced by carers and in 1973 a disabled man, Noele Crane, applauded the accurate depiction of disability issues. His praise led ATV to hire him as an advisor and donated £10,000 in 1974 to launch a pilot project in Rugby, Warwickshire, aimed at supporting carers. This was the beginning of the charity that exists today.