Adult care and community wellbeing
In 2024 to 2025, adult care and community wellbeing (ACCW) received 239 contacts from the public, expressing dissatisfaction with the services delivered. Overall, this area has seen a 12% decrease in the total number of contacts received in comparison to the previous year. The total complaints raised for adult care this year accounts for 22% of all contacts received.
The following table shows the comparison of formal complaints received for adult care per year since 2021 to 2022:
| Quarter | 2021 to 2022 | 2022 to 2023 | 2023 to 2024 | 2024 to 2025 |
|---|---|---|---|---|
| One | 57 | 57 | 77 | 67 |
| Two | 39 | 53 | 61 | 69 |
| Three | 39 | 32 | 59 | 44 |
| Four | 53 | 55 | 76 | 59 |
Context
Below, we have provided a comparison of the numbers of:
- complaints received over 2024 to 2025
- assessments, requests for services and open cases within adult social care
This is to understand complaint numbers and how they reflect the services being delivered.
| Service area | Assessments | Requests | Open cases | Total | Number of complaints received |
|---|---|---|---|---|---|
| Hospitals | 2,020 | 6,136 | 453 | 8,609 | 22 |
| Adult frailty and long-term conditions | 6,002 | 3,369 | 9,632 | 19,003 | 76 |
| Lincolnshire Partnership Foundation NHS Trust | 901 | 501 | 727 | 2,129 | 0 |
| Occupational therapy | 8,027 | 1,192 | 115 | 9,334 | 6 |
| Adults with learning disabilities | 275 | 355 | 2,211 | 2,841 | 37 |
| Other | 15,145 | 24,278 | 1,392 | 40,815 | 98 |
| Total | 23,937 | 28,885 | 14,530 | 82,731 | 239 |
The 239 complaints received over the year equates to 2% of all open adult social care cases. The complaints included in the ‘other’ section above consist of:
- adult finance
- residential homes
- adult’s data handling
- safeguarding
- DoLS
- Ukrainian refugees
When looking at the outcome of complaints in this area:
- 121 (51%) identified no fault in the services which were delivered
- 55 (23%) complaints were partially upheld
- 63 (26%) complaints upheld
Analysis was undertaken on those complaints partially or fully upheld. This determined if there were any trends or common factors. This data was then provided to relevant staff within the service for:
- additional review
- decisions on any areas of improvement
The following shows where faults were found in complaints that were upheld, and the founded aspects of those complaints that were partially upheld.
Reason for complaint where fault was identified:
- insufficient or lack of communication – 31%
- cancellation or withdrawal of service – 1%
- delay in service – 16%
- delay or errors in assessment – 6%
- discrimination (inappropriate actions or service) – 1%
- data breach – 4%
- failure to deliver service or take action – 12%
- staff conduct – 4%
- unhappy with decision – 4%
- procedures not followed – 5%
- disputed charges – 10%
- third-party providers – 6%
This analysis highlights the recurring trend of customers’ raising concerns in relation to communication and delays entailed. Furthermore, this year has seen an increase in the number of adult finance complaints being raised. The majority of these are service users and their families disputing the charges received for care. This has resulted in an increase in complaints, which have been referred to the Financial Resolution Group (FRG).