People in the North of England are the most concerned about adult care services, according to the local government ombudsman’s annual report.

Adult care services were the subject of nearly a fifth (19%) of complaints to the Local Government and Social Care Ombudsman in 2022-23 in the North of England,  compared with a national average of 13%.

In total, 2,066 complaints were made about adult care in England, with 898 detailed investigations carried out and 73% of complaints upheld. Kent County Council received the highest number of complaints (67) followed by Lancashire County Council (51).

In one example, a woman complained that Birmingham City Council failed to properly explain the need for top up fees for her mother’s care home, and wrongly required her to pay these fees. The ombudsman recommended the council apologise, pay the complainant £250 to recognise the distress, time and trouble she experienced, and refund the top up fees. It also recommended the council provide reminders or training to relevant staff.

Paul Najsarek, Local Government and Social Care Ombudsman, said: “We know councils face huge challenges, so it is more important than ever for them to focus on the getting the basics right in services for residents and handling complaints effectively. Although local authorities often get things right, we frequently find councils repeating the same mistakes, ploughing ahead and not taking a step back to see the bigger picture.”