LGO Review shows increase in home care complaints

The Local Government Ombudsman’s (LGO) Review of Adult Social Care Complaints 2015/16 has shown a 25 per cent rise in complaints about home care received by people in England.

The complaints ranged from care workers being late for appointments or missing sessions all together to leaving earlier than scheduled and not carrying out tasks correctly or at all.

Dr Jane Martin, LGO, commented: “Our complaints show that for people receiving care in their homes, it’s often the little things that mean so much to them in maintaining their dignity, independence and a good quality of life. Consistency of care is vital to those who rely on these services.”

“We recognise the sector's work signposting people to us may have had an impact on the number of complaints we received. However, we are still upholding nearly two thirds of home care complaints. This is too many.”

Responding to the Ombudsman’s report, Cllr Izzi Seccombe, chairman of the Local Government Association’s (LGA) community wellbeing board, said: “We are concerned that despite care workers’ best efforts, complaints could become more frequent as the combined pressures of insufficient funding, growing demand and extra costs mean that councils will have less money for essential social care services, such as help with washing, dressing, or getting out and about.

“It is vital for our elderly and disabled population that the Government uses the Autumn Statement to provide the funding for adult social care that councils need to ensure we have a care system fit for the 21st century.”