Care Homes & Domiciliary Care (Adults)
Quality of care (pressure sores/falls/medication), safeguarding (abuse/financial exploitation), fees and funding disputes (self-funders), end-of-life care, staffing levels
Max award: £No cap
Uphold rate: 78% (LGSCO adult social care uphold rate 2024-25)%
Key Legislation
Care Act 2014; Health and Social Care Act 2008 (Regulated Activities) Regulations 2014; Consumer Rights Act 2015; CMA Care Homes Guidance 2018; Mental Capacity Act 2005
Companies in This Sector
HC-One (300+ homes)Barchester Healthcare (240+ homes)Four Seasons Health CareAnchor HanoverCare UKMHABluebird Care (domiciliary)Helping Hands~17000 CQC-registered care homes
Annual complaint volume: Tens of thousands (LGSCO adult social care high-volume category)
Note: Self-funders (paying £1000-£2000+/week) have no dedicated ombudsman. LGSCO handles some self-funder complaints but route is complex. Fee disputes, unfair contract terms, sudden increases — major unmet need. LGSCO upheld 78% of adult social care complaints investigated in 2024-25.