29 Sep 2021
by Carole Broughton

Complaints illustrate pressures on social care system

The Local Government and Social Care Ombudsman received 2,033 complaints and enquiries about adult social care last year, a decrease from just over 3,000 the year before, due to the impact of COVID-19. Of these, 131 complaints related to homecare.

The number of complaints upheld has risen to 72% from 69%, an increase the report attributes to the pandemic exacerbating pre-existing pressures and problems caused by underfunding of the system.

It concludes that, despite a challenging year for adult social care, the evidence shows the sector responded well to COVID-19 and the majority of staff working in social care are doing an excellent job in spite of the pressures. 


Action point: The report suggests providers use a list of questions on page 15 to check the health of their own organisation’s approach to complaints.

The LGO says its complaints investigation service is still not well known enough and it is seeking mandatory signposting from all care providers.

Failing social care system reflected in relentless rise in Ombudsman’s upheld complaints - Local Government and Social Care Ombudsman