As the caseload rises by 8%, in its annual review, the Social Care Ombudsman is calling for greater accountability in the adult social care sector. 

The Social Care Ombudsman is calling for greater accountability in the adult social care 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 the Ombudsman’s adult care caseload rise by 8%, including a significant 28% increase in complaints about charging for care services.

It is significant, however, that this increase has not been seen across the board. There are 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.

“We know wider reform is needed to deliver sustainable and effective adult social care services. Any reform must include changes to the complaints process,” said Amerdeep Somal, local government and social care ombudsman. 

Assessment and care planning 

The Ombudsman has upheld nearly eight out of ten complaints (79%) it has investigated about adult care over the past year.

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 upheld) followed by charging (81% of 229 investigations).

“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,” said Somal. 

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.