Care England has responded to The Local Government and Social Care Ombudsman’s Annual Review of Adult Social Care Complaints for 2023/24.
Shedding light on the challenges faced by both care providers and local authorities across the country, the report states that, out of 2,982 complaints received, 695 related to assessment and care planning, with an additional 493 complaints focused on local authority charging processes. The Ombudsman upheld over 80 per cent of complaints investigated.
Professor Martin Green OBE, chief executive of Care England, said: “This report brings into sharp focus the interconnected challenges within the adult social care sector, affecting both local authorities and care providers. It is alarming that such a high proportion of complaints are upheld, but this signals systemic problems that cannot be ignored.
“The fact that over 80 per cent of complaints were upheld points to systemic failings that urgently need addressing. Local authorities play a pivotal role in the adult social care system, and we call on them to work more closely with care providers to ensure that assessments are carried out promptly, and that individuals are involved in decisions about their care.
“Equally, Care England stands with the Ombudsman in calling for greater transparency and accountability across the sector. It is imperative that all care providers signpost their complaints processes clearly, enabling service users and their families to raise concerns and contribute to service improvement.
“At Care England, we are committed to supporting our members in fostering person-led care and improving communication. However, sustained improvements will require more than isolated fixes. We need urgent, sustained reform and long-term funding from the government, as without this, both care providers and local authorities will continue to struggle in delivering the quality of care people deserve. The high uphold rate reflects the need for systemic changes to prevent these failures from reoccurring.”
