Annual review of Adult Social Care complaints 2024/25
We have launched our annual review which collates data from every complaint we have received over the past 12 months about both independent and council-funded care.
In the report, we’re pressing for greater accountability in the sector, with complaints and complaint-handling playing a central role in helping people raise concerns when things go wrong and support effective oversight of the sector through improved data and intelligence.
The past year has seen our adult care caseload rise by eight per cent, including a significant 28 per cent increase in complaints about charging for care services.
However this increase has not been seen across the board, and we are 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.
You can read the full review on our website
We expect individuals to raise their concerns with you first before approaching us. All care providers should have a clear and transparent process for investigating and responding to complaints. In many cases, resolving the issue locally will be sufficient for the customer. However, when a complaint remains unresolved, it’s important that customers know where to turn next. Therefore, care providers must always signpost to us at the end of their complaints process. This ensures complainants are aware of their right to escalate the matter to us for an independent review.
Funded Nursing Care guidance - removed
We have removed our Funded Nursing Care guidance from our website as it was out of date and inaccurate. Should the guidance be reinstated in an amended format, we will communicate this via our newsletter.
Our complaint handling training
We offer training for organisations we investigate on how to handle complaints.
Our online courses share good practice on accepting, investigating and deciding complaints for councils and social care providers. Responding to complaints effectively and proportionately supports continuous improvements in organisations and improved customer satisfaction.
Our next course for care providers is on Monday, 17 November. Book now to secure your place.
The Ombudsman's change of surname
Our Ombudsman, Amerdeep, has changed her surname to Clarke. You will start to see the change reflected on our website, emails, and in future reports. The change will not apply to anything retrospectively.
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