PARLIAMENTARY WRITTEN QUESTION
Local Government and Social Care Ombudsman (7 October 2024)

To ask the Secretary of State for Health and Social Care, what steps he is taking to help ensure that social care providers make their clients aware of the services provided by the Local Government and Social Care Ombudsman.

Asked by:
Helen Hayes (Labour)

The Health and Social Care Act 2008 (Regulations 2014) requires that anyone who has seen or experienced poor-quality care must have a route available to complain to the organisation that provided or paid for the care.

To meet this requirement, adult social care providers must have an effective and accessible system in place for identifying, receiving, handling and responding to complaints from people using the service, or people acting on their behalf. All complaints must be investigated thoroughly and any necessary action taken where failures have been identified.

This means that although adult social care providers are not required to signpost to the Local Government and Social Care Ombudsman (LGSCO), there are clear avenues for individuals to raise concerns or complaints about their care and support. If an individual is not satisfied with the way a provider or local authority has dealt with a complaint, they may escalate it to the LGSCO who can investigate individual concerns.

The LGSCO has recently published its annual report of social care complaints, which provides information on the numbers of complaints received. Departmental officials meet regularly with the LGSCO.

Answered by:
Stephen Kinnock (Labour)
28 October 2024