There has been increase in failings relating to adult social care practice identified by the sector watchdog over the past year, it has revealed.
The Local Government and Social Care Ombudsman (LGSCO) upheld 214 complaints that it investigated in relation to assessment and care planning in 2024-25, up from 193 in 2023-24, according to its annual review of adult social care complaints.
The ombudsman’s role
The ombudsman handles complaints against local authorities and adult social care providers, from people receiving or seeking support or their family members, that cannot be resolved by the relevant organisation. Where cases are within its remit, it may investigate the complaint, which is more likely if the alleged failing has had a serious or long-term impact on the person's life or affected many other people.It then makes judgments about whether the council or provider is at fault – including in relation to compliance with the law, statutory guidance or procedures – and whether this has led to injustice to individuals. Complaints are upheld if the ombudsman finds fault following an investigation or where the organisation has offered a suitable remedy earlier on.
Overall rise in number of upheld social care complaints
The latest increase was part of an overall year-on-year rise in the number of investigated complaints against councils and adult social care providers that were upheld by the watchdog.The LGSCO received more complaints in 2024-25 (3,231) than 2023-24 (2,982), and also carried out more investigations - 987, up from 926 the previous year. It upheld 776 (79%) of these, up from 742 (80%) in 2023-24.
Assessment and care planning accounted for the largest number of complaints, with 752 received - up from 695 in 2023-24 - of which 287 were investigated, up from 240 the previous year.
Though the proportion of assessment and care planning investigations upheld fell, from 80% to 75%, the number of cases in which failings were identified rose.
There were also increases in the number of upheld complaints relating to care charging (from 176 to 185) and safeguarding (from 34 to 45) in 2024-25, compared with 2023-24.
'Delays and poor communication at heart of almost every failing'
The ombudsman, Amerdeep Somal, said her findings were a "sign of a system under pressure that is falling short when people need support the most"."At the heart of almost every failing are delays and poor communication," she added. "This is not just an administrative shortfall, it is a source of distress and confusion for those relying on the system and for their families."
Somal urged councils and providers to "prioritise clear, timely and compassionate communication, ensuring people are informed, consulted and empowered".
Watchdog urges reform of complaints system
The watchdog also reiterated previous calls for reform of the complaints system to tackle the under-representation of self-funders among complainants.The LGSCO has linked this to the fact that independent providers - unlike councils - are not required to signpost complainants to the ombudsman once their own internal complaints processes have been completed, which Somal described as "a critical barrier to people’s voices being heard within the care system".
"Many of our investigations see providers failing to to do this, and it effectively blocks access to independent redress and diminishes the quality of data available to policymakers and regulators," she added.
"Mandatory signposting to us by all social care providers is essential to uphold people’s rights and drive up standards across the sector."
