Complaints should be at heart of reform of adult social care in England, says Ombudsman

In its annual review of complaints, published last week (18 September), the Ombudsman noted that in its over 950 investigations into adult social care services in 2024/25, "at the heart of almost every failing [were] delays and poor communication".

The Ombudsman’s annual review collates data from every complaint it has received over the past 12 months about both independent and council-funded care.

The report calls for “greater accountability” in the sector, with complaints and complaint-handling playing a “central role” in helping people raise concerns when things go wrong.

The last year has seen the Ombudsman’s adult care caseload rise by eight per cent, including a significant 28% increase in complaints about charging for care services.

However, this increase has not been seen across the board, with the Ombudsman noting it is still seeing “relatively few” complaints from people who fund their own care.

“People who arrange their own care make up an estimated 23% of all care users, yet the number of complaints received from this group remains disproportionately low”, the report stated.

The Ombudsman upheld nearly eight out of 10 complaints (79%) it investigated about adult care over the past year (2024/25).

The largest area of work for the Ombudsman focused on assessment and care planning, followed by charging for care.

The area with the highest uphold rate in the period was residential care (83% of 149 investigations) followed by charging (81% of 229 investigations).

Positively, the Ombudsman observed a 99% compliance rate with its recommendations.

Amerdeep Somal, Local Government and Social Care Ombudsman, said: “We know wider reform is needed to deliver sustainable and effective adult social care services. Any reform must include changes to the complaints process.

“While such changes are debated, there is much that councils and care providers can do to improve services without a mandate to change.

“Many of the complaints we receive highlight poor communication with service users and their loved ones, often leaving them to feel like numbers rather than human beings.

“I urge all councils and care providers to prioritise clear, timely and compassionate communication, ensuring people are informed, consulted and empowered. This is not only the foundation of providing quality care, but also the most effective way to prevent dissatisfaction and complaints from arising in the first place.”

Lottie Winson