Accountability the key to safeguarding adults says the Ombudsman
“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.”
Amerdeep Somal” (Local Government and Social Care Ombudsman).
Published: November 19th, 2025
3 min read
This week (17-21 November) is designated as Safeguarding Adults Week.
Adult safeguarding protects adults over 18 who have care and support needs from abuse and neglect, promoting their right to live safely and free from harm.
According to Amerdeep Somal, the Local Government and Social Care Ombudsman whose annual review was published in September, there is a need for “greater accountability” in the care sector. Her review collates data from every complaint received over a 12 month period in both the independent and council funded care sectors. The Ombudsman has stated her belief that complaints and complaint handling play a central role in helping people raise concerns when something goes wrong.
Out of 950 investigations into adult social care services covering 2024/325 she asserts “at the heart of almost every failing were delays and poor communication”.
Overall complaints to the ombudsman rose by 8% but that included a significant 28% increase in complaints about charging for care services.
Interestingly, complaints from people who fund their own care ((23% of all care users) were disproportionately low.
The number of complaints upheld was high (79%). This is clearly a worrying statistic with residential care being the highest category for complaints upheld (83% of such complaints).
One bit of good news is that the Ombudsman reported a 99% compliance rate with her recommendations.
It is worth noting some of the Ombudsman’s observations: “we know wider reform is needed to deliver sustainable and effective adult social care services. Many of the complaints we receive highlight poor communication with service users and their loved ones, often leaving them to feel like numbers rather than human beings”.
There is a view held by some professionals that it’s far too easy for the public to complain these days. However, genuine complaints should actually be welcomed since legitimate concerns raised if dealt with adequately act as a means of enforcing action to improve care services and thus ensuring vulnerable adults are much safer than before.
Forbes Solicitors acts for many local authorities and has wide experience of handling claims in the care sector.
For further information please contact John Myles
