United Kingdom Homecare Association
The professional association for homecare providers

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UKHCA Media Release

Local Government Ombudsman's Adult Social Care Complaints Review 2015-16 - 10/11/2016

UKHCA welcomes today’s report from the Local Government Ombudsman (LGO) analysing complaints which it received from people who use social care services in 2015-16.

LGO’s report contains an encouraging picture that more people are willing to speak out when things go wrong, when their services are commissioned poorly, or delivered inappropriately.

UKHCA’s Policy Director, Colin Angel, said:

“Councils which arrange services on behalf of their local people, and the social care providers which deliver care, must take a consistent approach to get things right first time. When this doesn’t happen, providers and commissioners must act quickly to understand and act on people’s concerns.

“As a professional association, UKHCA encourages social care providers to ensure that the people they support know that their complaints will be dealt with properly at a local level, rather than needing to seek redress through regulators or ombudsmen.”

UKHCA is encouraged that LGO has added its voice to the calls that homecare providers must be appropriately resourced in order to deliver effective care. The Ombudsman also provides a timely reminder that, despite extreme financial pressures, councils have a legal obligation to conduct assessments capable of delivering person-centred plans when they commission people’s care.


Notes for Editors

1. United Kingdom Homecare Association (UKHCA) is the professional association for more than 2,000 domiciliary care providers in Great Britain and Northern Ireland.

2. UKHCA’s mission, as a member-led professional association, is to promote high quality, sustainable care services so that people can continue to live at home and in their local community.

3. The Local Government & Social Care Ombudsman’s ‘Review of Adult Social Care Complaints 2015/16, is based on complaints received about adult social care in England, which includes the commissioning functions of councils and social care services delivered by providers of care, including homecare, residential care and supported living services. The report is published on 10 November 2016 and is available from

4. Homecare encompasses provision of personal care, to people in their own homes. For many, homecare is the alternative of choice for people who would otherwise need to move into residential accommodation.

5. The majority of homecare is funded by the state (usually by local council social services departments, Clinical Commissioning Groups (CCGs). However, homecare services are largely delivered by independent and voluntary sector providers working under contracts with the statutory sector.

6. Regularly updated statistical information about homecare services in all four UK administrations is available from "An Overview of the UK Domiciliary Care Sector" at

7. High resolution royalty-free image of Colin Angel, Policy and Campaigns Director, quoted in this release is available from-

8. For further information please contact:

Colin Angel, Policy and Campaigns Director
United Kingdom Homecare Association Ltd
Sutton Business Centre, Restmor Way, Wallington, SM6 7AH

Telephone: 020 8661 8188
Mobile: 07393 012 113

Registered in England, No. 3083104.

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