Complaints about homecare services

Under the Freedom of Information Act 2000, I would like to request copies of the following:

Complaints about homecare services:

1.The total number of complaints received each year from 2020 to 2025 relating to homecare (domiciliary care) services.

2.Where available, please provide a breakdown of complaints by issue type (e.g. quality of care, missed visits, staff conduct, communication).

3.Please state whether these complaints relate to directly provided services, commissioned providers, or both.

1. 118 2. Cancellation or withdrawal of service – 6

Conduct of Contracted Providers – 1

Delay in doing something – 15

Disagree with charge received- 3

Disagree with policy or procedure – 1

Dissatisfied with financial support offered – 1

Failure to deliver a service – 10

Failure to do something – 4

Inadequate services provided by a third party – 49

Inappropriate behaviour – 2

Incorrect information or advice given – 1

Insufficient information given – 2

Missed appointment – 1

No communication received – 3

Not to the quality or standard expected – 12

Procedures not followed – 1

Refusal to assist or help – 1

Staff rudeness – 1

Unhappy with decision – 4

The information provided above is from Feb 2021 onwards when the current system was implemented, we do not have access to the system used prior to this date so information from Jan 2020 – Jan 2021 can not be provided.

3. This information isn’t recorded under these categories on the system so this information is not available