Homecare Association responds to Ombudsman's Annual Review of Adult Social Care Complaints

The Local Government and Social Care Ombudsman has today released its Annual Review of Adult Social Care Complaints for 2023-2024. This reveals distinct challenges for both care providers and local authorities.

The report shows that out of 2,982 complaints received, 695 related to assessment and care planning processes and 493 to local authorities' charging processes. The Ombudsman upheld over 80% of investigated complaints.

The Ombudsman also received 174 complaints related to homecare services. Out of the 71 investigations that took place, the Ombudsman upheld 89%.

Providers had issues with communication and care that didn't prioritise individual preferences. Local authorities faced criticism for delays in needs assessments and processes that failed to put individuals at the centre.

Dr Jane Townson OBE, CEO of the Homecare Association, said:

"This report highlights the complex challenges facing both care providers and local authorities. The high uphold rates for complaints across the board are concerning. Effective assessment, care planning and communication are crucial. Without these, it is hard to ensure positive outcomes for people needing and receiving care and support."

"We're committed to supporting our members to improve communication and person-led care. It's clear, though, that we need systemic changes. Both providers and local authorities must work with people drawing on services to enhance their experience."

"We echo the Ombudsman's call for all care providers to be legally required to signpost to their complaints process. This transparency is vital for building trust and driving improvement across the sector."

"The Homecare Association will support members to up their game in complaint handling and service delivery."