Unpaid carer support
Excessive pressures and lack of support for unpaid carers, including young carers, impacting their health and wellbeing.
88 items
7 sources
1 inquiry
Source spread
Where this theme appears
Unpaid carer support has been flagged across 7 independent accountability sources:
1 inquiry rec
9 PFD reports
42 committee recs
2 ICIBI recs
1 PHSO decision
31 LGO/SPSO decisions
When the same issue appears across inquiries, coroner reports, and regulators independently, it indicates a recurring issue across the public record.
Browse by source
Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.
PFD Reports (9)
Wendy Brown
Concerns: Significant delays in implementing care packages and providing respite support for vulnerable carers, compounded by inadequate signposting of adult care services, complicated funding routes, and lengthy application processing times, put carers under severe strain.
Response (Swindon Borough Council): Swindon Borough Council recognises complexity and potential delays in decision making are real issues. An immediate action taken is that; were services over and above the indicative budget are requested, …
Responded
Barbara Mayer
Concerns: Carer fatigue was not followed up, inconsistent crisis team contacts prevented establishing trust, and urgent help was delayed due to increased demand. Treatment options were also not adequately discussed with the patient.
Response (Norfolk Suffolk NHS Trust): The Trust is implementing the 'Triangle of Care' model and nearing completion of the first stage of this multi-year plan. Localities are reviewing their escalation plans for services such as …
Responded
Daphne McCorkle
Concerns: A critical gap exists in night-time care provision for patients requiring frequent turning to prevent pressure sores, as neither district nurses nor agency carers provide night visits.
Response (D McCorkle): The CCG has established a Community Pressure Ulcer Panel and an acute pressure ulcer panel to review pressure ulcers acquired in the community. They will monitor risk assessment of patients …
Overdue
David Jackson
Concerns: Lack of intervention for an immobile patient who deteriorated over two weeks at home due to refusal of medical assistance, exposing risks in community health care for vulnerable individuals.
Response (NHS England): NHS England will refer concerns about guidelines for issuing Controlled Drugs prescriptions to its national prescribing team and will decide whether the guidance needs amendment; a decision is expected by …
Overdue
Peter Garvin
Concerns: Poor communication between the CMHT and GP, a lack of local mental health beds, and a policy to discharge NHS patients seeking private care negatively impacted patient care. A carer's assessment was also not offered.
Response (CNWL NHS Trust): CNWL NHS Trust has drawn up a protocol for staff working with patients who seek advice or treatment from a private clinician, setting out how to work with private sector …
Overdue
Brenda Gowan
Concerns: Inadequate discharge planning for a stroke patient included insufficient social care, disregarded family concerns, unassessed falls risk, lack of community support, and unprovided essential safety equipment.
Response (Barts Health NHS Trust): The Trust will document care planning meetings, offer experiential training for carers including an overnight stay, and include carer guidelines in the discharge information. These changes will be reviewed within …
Responded
Netlyn Robinson
Concerns: Upon the deceased's return home, there was no falls pendant or alarm, the telephone line was not connected, there was no risk assessment, and the heating was not working; the social worker had not been shown a checklist for issues to check prior to a vulnerable person returning home and there were no processes in place to outline what social services would or would not do to ensure the premises were suitable.
Response (Leeds City Council): Leeds City Council confirms immediate action has been taken on a number of issues raised and a clear plan is in place to address those for which there is a …
Responded
Max Turbutt
Concerns: A vulnerable person struggled to contact their social worker for weeks due to unavailable contact channels, including an unattended crisis line. This highlights inadequate support arrangements for those in need.
Response (Kent County Council): KCC has advised staff to immediately inform young adults if their Personal Advisor is on long-term sick leave and provide contact details for the Team Manager and Duty service. The …
Responded
Sylvia Price
Concerns: The lack of enforceable requirements for clear signage identifying accessible toilet facilities in public buildings, despite its absence contributing to a death, poses a risk for future accidents.
Response (Department for Levelling Up Housing Communities): The Department for Levelling Up, Housing and Communities is updating Building Regulations regarding toilet provision and preparing statutory guidance in a new Approved Document. They will hold a period of …
Responded
Committee Recommendations (42)
#15 —
Recommendation: Unpaid carers are partners in care and it is deeply concerning that the White Paper does not mention unpaid family carers at all. We welcome the commitment by the Secretary of State to consider what support and representation can be …
No Published Response
#9 —
Recommendation: Unpaid carers play a vital role in supporting people with dementia. We would like to acknowledge their tremendous contribution, especially over the pandemic period and we welcome the eventual inclusion of provisions in the Health and Care Bill relating to …
No Published Response
#30 —
Recommendation: The Government claims “the money is there” to support carers’ breaks, but the evidence we received is that not enough carers are getting a break. There are many carers who have not had a break since the start of the …
Gov response: Our 10-year white paper reform vision puts people at the centre of adult social care and aims to make sure that those who draw on care and support as well as unpaid carers have the …
Accepted
#29 —
Recommendation: Our broken care system is held up by unpaid carers doing vital work out of love and pride. The cost to them can be financial, physical, and emotional. The cost to our economy of carers leaving the workforce is over …
Gov response: Our 10-year white paper reform vision puts people at the centre of adult social care and aims to make sure that those who draw on care and support as well as unpaid carers have the …
Not Addressed
#55 — Disabled children are overlooked in social care, lacking access to essential short breaks.
Recommendation: Too often, disabled children are overlooked in the social care system. Parents struggle to understand and access the support available and face a confusing “postcode lottery” of support between local authorities. There is an urgent need to improve access to …
Gov response: In 2011, the Government introduced a statutory duty for all local authorities to provide a range of short breaks, to meet local needs. The duty also requires them to consult upon and publish a short …
Accepted
#35 — Legislate for statutory kinship leave, ensuring equal entitlements to adoptive parents.
Recommendation: It was a missed opportunity not to include statutory kinship leave in the recent Employment Rights Bill. The Government should ensure that entitlements to kinship leave are included in its forthcoming review of the parental leave system and legislate for …
Gov response: The Government recognises the challenge that many kinship carers face in continuing to work alongside the pressures of taking in and raising a child. The Government has committed to conduct a review of the whole …
Under Consideration
#34 — Ensure kinship allowance pilot provides financial support equivalent to foster carers.
Recommendation: In its upcoming pilot of a kinship allowance, the Department for Education should ensure that the financial support is on a par with that given to foster carers. It must evaluate the pilot at the earliest opportunity and roll it …
Gov response: the Department for Education should ensure that the financial support is on a par with that given to foster carers. It must evaluate the pilot at the earliest opportunity and roll it out across the …
Accepted
#33 — Kinship care is essential, but carers require adequate financial and employment support.
Recommendation: Kinship care is an essential part of the care system and the evidence is clear that children in kinship care have an overall better experience than children in other types of care. We welcome the Department for Education’s focus on …
Gov response: As part of the £555 million announced at the Spending Review, we will also deliver the Kinship Financial Allowance Pilot. This is on top of the continuing £40 million we are investing to support kinship, …
Accepted
#30 — Fund Mockingbird constellations and align housing policy to boost foster carer recruitment.
Recommendation: The Department for Education should fund the planned recruitment hubs to set up Mockingbird constellations in every local authority. The Department should work with the Ministry of Housing, Communities and Local Government to ensure that housing policy is designed to …
Gov response: We recognise that housing shortages impact foster carer capacity. The Government’s Plan for Change includes an ambitious milestone of building 1.5 million safe, decent homes in England during this Parliament. A new, 10-year, £39 billion …
Accepted
#29 — Establish a national fostering strategy, consult on national register, and review financial support.
Recommendation: The Department for Education must put in place a national fostering strategy to complement the existing strategies for adoption and kinship care. As part of this, it should consult on introducing a national register of foster carers and review the …
Gov response: As part of our reforms to foster care, we are considering the potential costs and benefits of a national register of foster carers. There are a range of proposals for such a register, each requiring …
Under Consideration
#28 — Positive innovations and good practice, including Mockingbird model, support foster carers.
Recommendation: There are many positive examples of innovation and good practice in local authorities to support foster carers. In particular, we heard clear support for the Mockingbird model and were interested to hear of the Room Makers scheme to enable carers …
Gov response: We recognise the importance of supporting foster carers and addressing the challenges in recruitment and retention. The Government is investing significantly in foster care reforms through the Transformation Fund, including £25 million to support recruitment …
Accepted
#27 — Severe shortage of foster carers exacerbated by inadequate support and undervalued work.
Recommendation: The shortage of foster carers is a key cause in the crisis in the supply of placements for children in care, with an additional 6,500 fostering families needed. Yet too many prospective foster carers do not complete the application and …
Gov response: We recognise the importance of supporting foster carers and addressing the challenges in recruitment and retention. The Government is investing significantly in foster care reforms through the Transformation Fund, including £25 million to support recruitment …
Accepted
#14 — Mandate DWP to involve disabled children, young carers, and care leavers in Timms Review.
Recommendation: Following the changes agreed to the Universal Credit and Personal Independence Payment Bill on 1 July 2025, we recommend that the Department for Work and Pensions ensures the involvement of organisations working with disabled children, young carers and care leavers …
Gov response: We are committed to concluding the review by autumn 2026. As PIP is open to new claims from age 16, we recognise the importance of ensuring that young people, and those who support them, are …
Under Consideration
#16 — Review and support modular apprenticeships for candidates with caring responsibilities in transport manufacturing.
Recommendation: Skills England must undertake a review to ensure that it supports a range of modular or part-time apprenticeships, or other training options in the transport manufacturing sector, to help attract candidates with caring responsibilities or those returning to work from …
Gov response: We agree with the Committee on the importance of providing opportunities for people with caring responsibilities, as well as those seeking to re-enter the workforce. We recognise the need to go further to ensure that …
No Published Response
#7 — Require the Casey Commission to establish a workstream to reduce pressures on unpaid carers.
Recommendation: We recommend that the Casey Commission includes a specific workstream dedicated to reducing the pressures on carers, especially young carers. This workstream should consider how to support unpaid carers better, to ensure they get the respite they need and to …
Gov response: We agree with this recommendation. We have committed around £9 billion of funding to the BCF for 2025 to 2026, including increasing the NHS minimum contribution to adult social care and the Disabled Facilities Grant. …
Accepted
#6 — Unpaid carers face significant personal and financial costs due to social care reform failures.
Recommendation: Unpaid carers are bearing the highest cost from successive governments’ failures to reform adult social care. They provide care worth £184 billion, “equivalent to a second NHS”, but this is often unrecognised and comes at great personal, emotional and financial …
Gov response: We agree that publishing cost estimates broken down by delay reason would in principle improve transparency about the impact of delayed discharges. There are some methodological challenges involved in estimating costs attributable to delayed discharge, …
Under Consideration
#5 — Consider measures to address the erosion of the social care upper threshold.
Recommendation: Given how often this was raised as an issue, we recommend that the Casey Commission considers measures to address the erosion of the upper threshold. In the meantime, we recommend the Government does the same. (Recommendation, Paragraph 29) 53 Unpaid …
Gov response: The government is committed to consulting on the design of the Fair Pay Agreement process. DHSC established a Fair Pay Agreement working group at the end of 2024 so that the government can update and …
Under Consideration
#31 —
Recommendation: We recognise that it is not always easy to engage with people who do not identify as “carers”, but more must be done to ensure that carers receive the support to which they are entitled, and that the support they …
Gov response: We recognise the importance of providing the right support to unpaid carers. However, the government has no plans to carry out a review into carer’s assessments. As noted above, the Care Act 2014 requires local …
Partially Accepted
#27 — Commission research to quantify the full costs of inaction on adult social care reform.
Recommendation: We recommend that the Government commissions research with the aim of fully quantifying the cost of doing nothing on adult social care reform. That research should seek to quantify costs to individuals, including unpaid carers and care workers, to local …
Gov response: As set out above, the government recognises the significant challenges facing the adult social care system and agrees that reform is essential. We agree with the committee that ‘doing nothing’ is not an option - …
Not Accepted
#27 —
Recommendation: We heard repeatedly that an absolutely critical lever for stabilising the adult social care market was tackling staff shortages and low retention. This would widen access to care and help to give unpaid carers a much-needed break. There is also …
Gov response: We welcome the committee’s interest in the government’s ambition to have shared care records for all citizens. The Digital Health and Care Plan, published in June 2022, sets out our expectation that by April 2025, …
Accepted
#14 —
Recommendation: We heard some evidence on how the Department for Work and Pensions could improve or alter conditions in the childcare industry. But we recognise that much of the responsibility for childcare policy sits outside DWP, in the Department for Education. …
Gov response: Although the Department works closely with the DfE on a wide range of childcare issues it does not have any jurisdiction to work with childcare providers and therefore, we do not intend to consult with …
Not Addressed
#13 —
Recommendation: We recommend that the Department for Work and Pensions consult providers on a way that costs can be split evenly for people claiming Universal Credit childcare support.
Gov response: Although the Department works closely with the DfE on a wide range of childcare issues it does not have any jurisdiction to work with childcare providers and therefore, we do not intend to consult with …
Not Addressed
#12 —
Recommendation: It is evident that the current system for receiving childcare reimbursements is failing those on Universal Credit, and often leads to further debt and/or compromising circumstances. Variable childcare costs are unfortunately unavoidable due to differing costs during term time and …
Gov response: We, like the Committee, recognise that high childcare costs can be a real barrier to parents taking up employment or increasing their working hours. We share some of the concerns that the Committee highlights including …
Not Addressed
#11 —
Recommendation: The range of childcare support schemes available to parents is complex, and they need access to good quality, timely information to make the best decisions about 48 Universal Credit and childcare costs their finances. We recommend the Department for Work …
Gov response: The campaign to raise awareness of the cross-government childcare offers continues to drive positive engagement with parents who could benefit from more support. We will undertake a full evaluation at the end of this campaign …
Not Accepted
#10 —
Recommendation: Work Coaches already receive training on childcare support for UC claimants, but given the range of schemes available, the way that payments and suitable options can change with a claimants’ circumstances, and the need for timely information, there is a …
Gov response: The Department has worked hard internally to promote the use of the UC childcare and the FSF and to ensure that the right guidance is in place to support and develop Work Coaches understanding so …
Accepted
#9 —
Recommendation: The Government offers support on childcare options: notably, the Childcare Choices website and via Jobcentre Plus Work Coaches. DWP told us that Work Coaches receive training in advising UC claimants on their childcare options, but our evidence suggests further work …
Gov response: Although the Department works closely with the DfE on a wide range of childcare issues it does not have any jurisdiction to work with childcare providers and therefore, we do not intend to consult with …
Under Consideration
#8 —
Recommendation: There are a wide range of childcare support schemes available to people claiming Universal Credit, all with different eligibility criteria and application systems. We heard in this inquiry that it continues to be very difficult for parents to understand what …
Gov response: The campaign to raise awareness of the cross-government childcare offers continues to drive positive engagement with parents who could benefit from more support. We will undertake a full evaluation at the end of this campaign …
Not Accepted
#7 —
Recommendation: The UC childcare offer is, in some ways, more generous than the system it replaces, as it offers a higher percentage reimbursement. However, support for childcare for some of the poorest families in the country has failed to keep pace …
Gov response: The Department has worked hard internally to promote the use of the UC childcare and the FSF and to ensure that the right guidance is in place to support and develop Work Coaches understanding so …
Under Consideration
#6 —
Recommendation: DWP maintains that it does not collect or publish regular statistical updates on uses of the Flexible Support Fund, on the basis that it does not want to detract from its discretionary nature. The FSF is a core element of …
Gov response: The Government recognises that high childcare costs can be a barrier for parents to take up paid work. That is why we are increasing the UC childcare maximum amounts (caps) of childcare costs payable to …
Under Consideration
#5 —
Recommendation: We recommend the Government amend the regulations on the use of the Flexible Support Fund so that receipts for payments made from the Fund can be submitted as if the parent had paid the childcare costs themselves. This would have …
Gov response: As you know, the FSF provides Work Coaches with the flexibility and discretion to make awards that enhance the employment prospects of claimants. Service leaders commit and reforecast expenditure throughout the financial year to meet …
Not Accepted
#4 —
Recommendation: DWP, entirely reasonably, wants to reduce the amount that it loses to fraud via childcare payments in UC. However, we have heard that in doing so, by making payments in arrears, it has created an insurmountable barrier to work for …
Gov response: Following the announcement at the Spring Statement, we are pleased to advise the Committee that the Department will be making a change to the Universal Credit Regulations 2013 to exempt any FSF payment made to …
Accepted
#3 —
Recommendation: Households claiming Universal Credit are, by definition, amongst the poorest households in the country, yet the childcare support to them via that system requires them to find substantial sums to meet up-front costs: both initially and on an ongoing basis. …
Gov response: The Department works closely with other government departments, especially with DfE to look at ways to support parents back in to work and progress in work. An example of this is where we have delivered, …
Under Consideration
#2 —
Recommendation: Good quality childcare can have a transformative impact on the lives of children and their families, and a lack of childcare, or support with paying for it, should never be a barrier to work. Childcare is expensive for all, but …
Gov response: Universal Credit and childcare costs: Government Response 3 UC childcare increase in financial support The Government recognises that high childcare costs can be a barrier for parents in taking up paid work. That is why …
Accepted
#1 — Set out clear timeline for concluding review of research on carers' experiences
Recommendation: The Department should set out when it intends to conclude its review of research on the experience of carers.
Gov response: Ministers have confirmed their intention to publish the research into the experiences of claiming Carer’s Allowance. The Department will set out timescales for publication shortly.
Accepted
#59 — Conduct review of disabled children’s short breaks availability and fund local authority provision.
Recommendation: The Department should conduct a review of the availability of short breaks, respite care and holiday provision for disabled children to understand where the shortages are most acute. It should work with the Ministry of Housing, 91 Communities and Local …
Gov response: In 2011, the Government introduced a statutory duty for all local authorities to provide a range of short breaks, to meet local needs. The duty also requires them to consult upon and publish a short …
Accepted
#17 — Ensure active parental involvement in all SEND processes with independent advocacy and resources
Recommendation: Parents and carers must be actively and meaningfully involved in all processes that affect their child’s education, support, and overall wellbeing. This includes being fully informed and invited to participate in all relevant meetings where decisions about their child’s needs …
Gov response: Shared. Education, health and care services should work in partnership with one another, local government, families, teachers, experts and representative bodies to deliver better experiences and outcomes for all our children. The Ministerial team and …
Not Addressed
#1 —
Recommendation: We conclude, in line with our report on Social care: funding and workforce, the current social care system is “unfair and confusing”. Those living with dementia remain unprotected from unlimited costs and navigating the system is burdensome for those providing …
No Published Response
#1 —
Recommendation: The covid-19 pandemic has had a severe impact on adult social care. People have received less care and often care workers have been compelled to deliver only the basics. More people are going without care and many people’s needs are …
Gov response: Throughout the pandemic the government made available over £2.9 billion in specific COVID-19 funding to support the adult social care sector, including £1.81 billion for infection prevention and control (IPC), £523 million for testing and …
Accepted
#19 —
Recommendation: We welcome the Government’s introduction of testing for members of the public. However, priority testing should be made available for parents of babies in neonatal care. No parent should be separated unnecessarily from their newborn for any longer that they …
Gov response: Nurseries, pre-schools and childminders have been central to this country’s response to the Covid-19 pandemic, with early years professionals up and down the country providing safe and high-quality childcare for those who need it the …
Under Consideration
#18 —
Recommendation: We welcome the Government’s recognition that special neonatal leave and pay should be introduced for all parents who find themselves in this situation. The Government plans to include provisions in its forthcoming Employment Bill to introduce this reform in 2023. …
Gov response: During the Covid-19 pandemic, neonatal services have been working hard to support parents to care for their babies while still ensuring that these services are safe. Current clinical advice is that asymptomatic testing can be …
Not Accepted
#26 — Develop a growth strategy for adult social care informed by productivity study, highlighting regional growth.
Recommendation: We recommend that the Government produce a growth strategy for the adult social care sector, including a focus on its potential to drive regional growth. This should be informed by a detailed study of how to improve productivity in the …
Gov response: The government strongly agrees that adult social care plays an important enabling role in supporting economic growth, particularly through its impact on employment and regional development. The sector contributes around 2% of GDP, employs 1.59 …
Not Accepted
#25 — Government must view social care as an enabler and driver of economic growth
Recommendation: The Government needs to fundamentally change how it views the social care sector, seeing it as an enabler and talking about it in those terms in the public debate - both for the invaluable service it provides to so many …
Gov response: The government strongly agrees that adult social care plays an important enabling role in supporting economic growth, particularly through its impact on employment and regional development. The sector contributes around 2% of GDP, employs 1.59 …
Under Consideration
ICIBI Immigration Recommendations (2)
An inspection of the use of hotels for housing unaccompanied asylum-seeking children …
Work with partners to provide advocacy support for children, to act on their behalf, for example in terms of challenging their length of stay in the hotel, or ensuring the …
An inspection of the use of hotels for housing unaccompanied asylum-seeking children …
Review the role of team leaders and introduce professional supervision and support to ensure they are able to meet the challenges of managing operations to safeguard the safety and welfare …
Health Investigations (2)
Independent investigation into the care and treatment of Mr L — Rec 1
The Trust must provide assurance that carer’s assessments and support are offered and documented in line with the Trust strategy and that there is a system for care co-ordinators to initiate monthly contact with carers of clients who are on Care Programme Approach.
Independent investigation into the care and treatment of Mr L This is the independent investigation report into the care and treatment of Mr L who committed a homicide in June 2013. Mr L was in receipt of services from East London NHS Foundation Trust
london
Independent investigation into the care and treatment of Mr L — Rec 1
The Trust must provide assurance that carer’s assessments and support are offered and documented in line with the Trust strategy and that there is a system for care co-ordinators to initiate monthly contact with carers of clients who are on Care Programme Approach.
Independent investigation into the care and treatment of Mr L This is the independent investigation report into the care and treatment of Mr L who committed a homicide in 2014. Mr L was in receipt of services from Oxleas NHS Foundation Trust
london
LGO / SPSO Decisions (31)
23-018-142 — Sunderland City Council
Summary: We will not investigate this complaint the Council gave incorrect advice about Carers
LGO (Local Government & …
Adult Care Services
Upheld
Mar 2024
24-000-311 — St Helens Metropolitan Borough Council
Summary: Mrs X complains the Council is not giving her adult son, Mr Y, sufficient support to meet his needs. She says direct payments from the Council do not cover the cost of respite care and the Council will not allow her flexibility in how she spends the payments. She …
LGO (Local Government & …
Adult Care Services
Upheld
Aug 2024
201809134 — North Lanarkshire Council
Ms C complained that the Council had unreasonably failed to assess her needs as a carer. She said that she had suffered considerable stress for over a year as a result of her caring role for her son (Mr A) who has a number of disabilities. We took independent advice …
SPSO (Scottish Public Se…
Local Government
Upheld
Aug 2020
25-000-966 — London Borough of Barking & Dagenham
Summary: Mr X complains on behalf of his son, Mr Y, that the Council wrongly reduced his care package and did not include his privately arranged weekend care as a disability-related expense. We found fault in the Council’s decision-making process. The Council also delayed issuing an appeal decision. This is …
LGO (Local Government & …
Adult Care Services
Upheld
Jan 2026
22-006-428 — West Midlands Combined Authority
Summary: We will not investigate Mr X’s complaint that West Midlands Combined Authority has failed to provide concessionary travel passes to his son’s carers to assist disabled people to use public transport. This is because there is no requirement for the Authority to issue passes to carers and the substantive …
LGO (Local Government & …
Transport And Highways
Aug 2022
23-010-999 — Derby City Council
Summary: Mrs B complained about changes in her adult son’s care plan and financial assessment and said the Council failed to provide her with a carer’s assessment. There was fault in the failure to provide a carer’s assessment and the Council did not properly explain, at the time it reviewed …
LGO (Local Government & …
Adult Care Services
Upheld
May 2024
24-004-031 — Shropshire Council
Summary: We will not investigate this complaint about a lack of support for carers in the Council’s area. This is because many of the issues raised happened too long ago and I seen no good reason why they could not have been raised sooner. We could not add to the …
LGO (Local Government & …
Adult Care Services
Aug 2024
25-000-703 — Surrey County Council
Summary: The Council was at fault for failing to update Mr S’s care plan to include provision after his day placement ended in August 2024. This meant he missed out on provision to meet his eligible care needs. This also caused his mother, Ms X, distress, as she became his …
LGO (Local Government & …
Adult Care Services
Upheld
Dec 2025
25-010-310 — Leicester City Council
Summary: We will not investigate Mrs X’s complaint about a carer’s assessment and the support provided by the Council because we could not add to the previous independent investigation, and we could not achieve the outcome Mrs X wants.
LGO (Local Government & …
Children S Care Services
Dec 2025
202407263 — Aberdeenshire Health and Social Care Partnership
C complained that the partnership failed to handle their application for their child (A)'s placement at a residential facility reasonably. A has a genetic condition, mental health issues and significant learning disabilities. A had identified a residential placement for individuals with their condition. C applied for a place supported by …
SPSO (Scottish Public Se…
Health and Social Care
Partly Upheld
Nov 2025
PSOW-202302021 — Flintshire County Council
Mrs A complained about the length of time her mother had been waiting for Flintshire County Council to arrange a care package. She also complained that the Council had rejected her request to escalate the complaint to Stage 2 of the complaints procedure. The Ombudsman found that whilst the Council …
PSOW (Public Services Om…
Local Government
Aug 2023
21-012-121 — Maidstone Borough Council
Summary: Mr X complained the Council have repeatedly failed to return his bins in accordance with its assisted waste collection service. Mr X is disabled and has difficulty moving his bins himself. Mr X says the Council’s failure to return his bins often prevents access to and from his drive. …
LGO (Local Government & …
Environment And Regulation
Upheld
Apr 2022
22-000-697 — Bolton Metropolitan Borough Council
Summary: We will not investigate this complaint about Disability Related Expenditure. This is because there is insufficient evidence of fault by the Council and insufficient evidence of injustice.
LGO (Local Government & …
Adult Care Services
May 2022
21-018-082 — Kingston Upon Hull City Council
Summary: We will not investigate this complaint about the Council charging Mrs B for care neither she nor her husband, Mr B knew would be chargeable. This is because the Council has agreed to waiver the outstanding charges and we are satisfied this and the additional recommendations identified by the …
LGO (Local Government & …
Adult Care Services
Upheld
May 2022
22-002-801 — Cheshire West & Chester Council
Summary: We will not investigate this complaint about how the Council assessed Ms X’s personal expenses allowance. That is because there is insufficient evidence of fault to justify our involvement.
LGO (Local Government & …
Adult Care Services
Jun 2022
22-002-568 — Alina Homecare Services Limited
Summary: We will not investigate Ms B’s complaint about her former Care Provider’s charging policy. This is because the Care Provider has apologised for invoicing Ms B, credited her account, and confirmed it did not take any payments. The Care Provider’s actions have not caused a significant enough injustice to …
LGO (Local Government & …
Adult Care Services
Jun 2022
22-000-320 — Cheshire East Council
Summary: Mrs X complained about the way a care provider, commissioned by the Council, ended its contract to provide care for her son. There was fault in the care providers actions, for which the Council is responsible. This caused Ms X considerable distress. The Council should apologise, make a symbolic …
LGO (Local Government & …
Adult Care Services
Upheld
Nov 2022
22-000-152 — Cambridgeshire County Council
Summary: The Council’s commissioned care provider (Regional Care) failed to contact the late Mrs X’s family or summon medical help in good time. The care worker acted unprofessionally and reacted hysterically to the news of Mrs X’s death which caused additional distress to Mrs X’s family. The Council has taken …
LGO (Local Government & …
Adult Care Services
Upheld
Nov 2022
23-018-611 — Westmorland and Furness Council
Summary: Mr F complains about the homecare provided to his mother and that the Council referred him to the office of the public guardian. We found no fault.
LGO (Local Government & …
Adult Care Services
Not Upheld
Oct 2024
23-006-166 — London Borough of Waltham Forest
Summary: Ms X complains the Council’s care provider, Reline Care, consistently failed to meet her needs, causing her significant distress. Based on the evidence seen so far, the care and support planning was poor and failed to explain how Ms X’s needs would be met by the support put in …
LGO (Local Government & …
Adult Care Services
Upheld
Oct 2024
25-002-897 — London Borough of Harrow
Summary: We will not investigate this complaint about an unsuccessful application for a travel pass for a carer. This is because there is insufficient evidence of fault by the Council.
LGO (Local Government & …
Adult Care Services
Jun 2025
25-003-567 — Staffordshire County Council
Summary: We will not investigate Mrs M’s complaint because the Council has agreed to respond and undertake a new carer’s assessment. Mrs M can make a new complaint to us if she remains unhappy once the Council has responded to her concerns.
LGO (Local Government & …
Education
Oct 2025
24-012-823 — Essex County Council
Summary: We will not investigate this complaint about parking provision at assessment centres for Blue Badges. This is because there is insufficient evidence of fault causing injustice.
LGO (Local Government & …
Adult Care Services
Dec 2024
25-004-361 — Durham County Council
LGO (Local Government & …
Adult Care Services
Upheld
PSOW-202106906 — Ceredigion County Council
Miss X complained that the Council failed to respond to her complaint about social services , and further failed to respond to her letters. The Ombudsman decided that the Council should contact Miss X (within 5 days) to establish if she would like her complaint dealt with at stage 1 …
PSOW (Public Services Om…
Health
Feb 2022
PSOW-202207565 — Neath Port Talbot Council
Mr V complained that when the Council’s commissioned care for his father, Mr C, at a residential Care Home between 27 August 2021 and 7 January 2022, in relation to the replacement of Mr C’s broken glasses and Mr C’s access to a COVID-19 booster vaccine. Mr V also complained …
PSOW (Public Services Om…
Local Government
Upheld
Feb 2024
PSOW-202502774 — Wales & West Housing Association
Mrs S complained that Wales & West Housing Association failed to address all the concerns she raised with it. The Ombudsman found that the Association failed to address all the concerns she raised which caused additional frustration and uncertainty for Mrs S. She decided to settle the complaint without an …
PSOW (Public Services Om…
Housing
Oct 2025
PSOW-202504798 — Isle of Anglesey County Council
Mr A complained, on behalf of Miss B, that the Council had not provided an appropriate written response following the resolution of Miss B’s complaint. The Ombudsman found that whilst meetings had taken place with the team manager and social worker to discuss Miss B’s complaint, she was not provided …
PSOW (Public Services Om…
Local Government
Oct 2025
21-007-132 — Kirstens Care Ltd
Summary: Ms X complained about the standard of care provided to her brother, Mr T over forty days in summer 2021 by Kirstens Care Ltd. There was fault in Kirstens Care’s record keeping and complaint handling which caused Ms X uncertainty about the level of care received by Mr T …
LGO (Local Government & …
Adult Care Services
Upheld
Feb 2022
20-005-928 — London Borough of Brent
Summary: Ms X complained about the care provided to her father, Mr Y, and the way the Council dealt with her complaints about that. She said this caused significant distress. We find the Council at fault. It has agreed to reimburse Mr Y 50% of his contribution to his care …
LGO (Local Government & …
Adult Care Services
Upheld
Feb 2022
201706980 — Highland NHS Board
Mrs C has power of attorney for her son (Mr A) who has a learning difficulty and lives independently. Mr A was awarded an Individual Service Fund (ISF) under self-directed support by the board to support him to achieve his personal outcomes. Mrs C complained that the board did not …
SPSO (Scottish Public Se…
Health
Upheld
Sep 2018