Annual Review of Adult Social Care Complaints: A Call for Change

The Local Government and Social Care Ombudsman’s Annual Review for 2023-2024 uncover critical insights into adult social care in the UK. With over 80% of the 2,982 complaints upheld, the findings underscore the pressing need for immediate and comprehensive reform across the sector.

Key Findings from the Annual Review

The most significant areas of concern:

• Delays in assessing care needs
• Poor communication with service users and families
• A failure to prioritise person-centred care.

Many complaints reported that care decisions were based on organisational constraints rather than clients’ needs. Of the 2,982 complaints, 695 focused on assessment and care planning, and 493 related to local authority charging processes.

Interestingly, complaints about care in the independent sector dropped by 15%, but the gap between private and public sector care complaints suggests an underlying issue of transparency and accountability. Ombudsman Amerdeep Somal emphasised the need for independent care providers to better signpost to Ombudsman services and improve awareness of complaint channels.

The Urgent Need for Improved Communication

One of the recurring themes in the  annual review is the dire need for improved communication with clients and their families. Many service users feel overwhelmed by unclear or overly complex information. This disconnect is often magnified during assessments and when planning care. Effective, clear communication is not just important, it’s crucial in ensuring that individuals and their families feel involved in care decisions, and its absence is one of the key drivers behind complaints.

Delays in Assessments and Person-Centred Care

Delays assessing people’s care needs have been a long-standing issue within adult social care. The review highlights that, too often, assessments and care plans fit into systems designed for organisational convenience rather than focusing on the individual. Professor Martin Green, OBE of Care England, noted that these issues are symptomatic of deeper, systemic failings within the adult social care system.

The high percentage of upheld complaints underscores the need for improved assessments and timely care delivery. Delays in services not only frustrate service users but also exacerbate health and well-being issues, putting individuals at greater risk of harm.

Independent Sector Complaints Drop, but Why?

The report found that complaints within the independent sector have decreased by 15%, despite the sector making up a large portion of the care market. While this trend seems optimistic, Ombudsman Somal cautions that this drop may not be entirely due to service improvements. A lack of awareness about how to make complaints in the independent sector could be a contributing factor. Ms. Somal calls for legal requirements that make signposting to the Ombudsman mandatory after every care provider’s complaint process.

Workforce Challenges and Systemic Pressures

The ongoing workforce crisis in adult social care continues to exacerbate the challenges. The Association of Directors of Adult Social Services (ADASS) reported that between 400,000 and 500,000 people have been waiting for assessments, reviews, or care packages at any given time since 2021. This backlog reflects the chronic underfunding and lack of long-term planning that hampers the sector.

Skills for Care reported that in 2023/24, the sector faced a vacancy rate of 8.1%, with 131,000 posts unfilled. Low pay, high turnover, and workforce shortages mean that service users face longer waiting times and reduced quality of care. The Ombudsman’s findings reflect the knock-on effect of these workforce pressures.

The Need for Reform and Long-Term Funding

Care England and the Ombudsman called for sustained reform and long-term funding to address these issues. Professor Green emphasised that the adult social care system requires more than isolated fixes. 

Systemic reform that prioritises person-centred care ensures effective communication and reduces the backlog of unmet care needs is needed. Without this, local authorities and care providers will continue to struggle to meet the demand for high-quality care.

Conclusion: A Path Forward

The high rate of complaints in adult social care highlights a system under pressure, with delays in assessments, poor communication, and failures in person-centred care at its core. The review clarifies that systemic change is needed—quick fixes will not solve the deep-rooted issues plaguing the sector. 

To move forward, local authorities and care providers must collaborate to deliver timely, transparent, and compassionate care. With the right reforms and long-term investment, the sector can overcome its challenges and provide the quality of care everyone deserves.

We support local authorities at AACA by providing independent social workers who prioritise person-centred care. We ensure people’s well-being and rights remain at the forefront of care delivery through timely assessments and clear communication. By collaborating with care providers, we aim to foster a more efficient and compassionate system that truly meets the needs of those who rely on adult social care services.