• Who We Are

    wHO wE are

    The Relatives & Residents Association exists for older people needing, or living in, residential care and the families and friends left behind at home.

  • What We Do


    We are here to support and inform residents, families and friends to find out all they need to know about residential care and to help them if things go wrong. Additionally, we speak out on behalf of a sector who cannot always speak out for themselves.

  • Helpline

    our helpline

    We offer information, comfort and support via a daily helpline. We take the time to listen and give whatever support is needed.

  • Influencing Policy & Influence

    influencing policy & practice

    We take note of your concerns and relay them to the people who can make changes. We send out potent messages and push for improvements for the benefit of vulnerable older people in care.

8 February 2016


“I am writing to let you know that I have just lost my job as an Expert by Experience (EbyE). I have been going into care homes in support of CQC inspectors for nearly seven years as an ‘expert’ and sadly, my employer, AgeUK, has on retendering, lost the contract with the CQC in the North, South and in London.  The company which has now taken over the contract is Remploy (now owned by Maximus – a US company with a questionable history).  Due to doubts I have over Remploy’s ability to deliver an adequate service, combined with their apparent intent to only pay the experts half the salary that AgeUK had paid, I am pulling out, as it appears are many other experts.

This anticipated mass exodus of experts may mean that in the future, many care home residents will not have the benefit of such an in-depth inspection as had become the norm, simply due to the absence of so many highly qualified and knowledgeable Experts by Experience”.

Read more here ...

"I cannot wait to hear your speaker on oral hygiene, as one of my pet questions when I went into care homes was 'Do you ever see a dentist?'  The answer for those with no relatives to help them was almost always 'No'.

So, I was incredibly excited to see that you had a speaker coming to tell us what the situation is.  When inspecting care homes, the 'dentist' question was not at the top of the list of pre prepared questions that CQC preferred us to ask.  It would have come under the question 'Which healthcare professionals come into the care home'.  I never heard anyone say 'a dentist'.  Personally, I was always so concerned that those residents who couldn't speak and appeared to be always crying, were possibly in pain with toothache or similar".

29 January 2016


Listen to two relatives discussing their despair about appalling responses to complaints about care homes.

Asked to comment, Judy Downey, Chair of R&RA said CQC must change their stance on complaints, while Andrea Sutcliffe, CQC's Chief Inspector of Adult Social Care, stressed the home's responsibility to put things right.

Listen to the programme here …

Our Campaigns and Projects

  • CQC Not Working CampaignIS CQC WORKING?

    Time running out for older people at risk in care

    The Relatives & Residents Association is calling on the government to make urgent changes to the Care Quality Commission – the body responsible for regulating care homes for older people. We want to see a complete change in he way this organisation works and protects older people in care homes.


    call FOR Government to make providers accountable

    We want to see new regulations which will ensure that organisations pay sufficient attention to the safety and welfare of their residents. We also want to see registrations which will ensure that owners and managers can no longer absolve themselves when failures occur.

  • Tell Us About Your Care Home


    We are working with the Care Quality Commission (CQC) to help relatives' voices to be heard. We are looking at how calls to our helpline can inform CQC and help them protect residents. During the pilot, anyone contacting us who is worried about quality of care will have their information passed immediately to CQC. In turn, CQC will update us with any action they take.


Below are examples of recent feedback 

“Thanks as always for all your time on the matter with my mother - you have both been an absolute godsend.  My mother would not be as comfortable as she is, living closer to me, without all the time you both have taken in advising, comforting when things have been so dreadful.

God bless you.

Kind regards, Tony Harris” 

“Thank you - this is the best and most relevant information I have received after many calls to many differing organisations, valiant and valuable though they have been.

Wendy Smith”