Complaints and feedback annual report 2025 to 2026
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Adult Social Care and Health Complaints and Feedback Team
East Sussex County Council
St Anne's Crescent
County Hall
Lewes BN7 1UE
Phone: 01273 481242
1. Purpose of report
East Sussex County Council has a duty to ensure that people can raise concerns about council social care actions, decisions or services. This includes allowing others to complain on a person’s behalf with their consent, or where there is a legal basis to do so.
This report provides an overview of all complaints and feedback received about council social care actions, decisions or services from 1 April 2025 to 31 March 2026. It also includes the learning identified and the actions taken based on the feedback received.
2. Summary
The Complaints and Feedback Team handles complaints and compliments about adult social care services, as well as enquiries from local councillors and MPs (Members). Where appropriate, our Duty Team help people who contact us to achieve the outcome they want, in a timely way, without recourse to a formal complaint.
Between 1 April 2025 and 31 March 2026, Adult Social Care and Health (ASCH) supported more than 29,209 adults aged 18 and over in East Sussex. We received more than 6,060 reports about adults who may have been at risk of abuse or harm.
During the same year we received 444 complaints about ASCH. Our investigation found that the council was at fault on some or all the issues raised in 39% of cases.
The main reasons for complaints were service provision, assessments and invoicing. Common concerns included:
- poor communication
- delays
- dissatisfaction with decisions
- disagreement with financial charges
The main areas of learning identified were:
- improving communication and the way information is shared with people
- reducing delays and improving the timeframes for responses and actions
- providing clearer information, particularly about charging, financial assessments and invoices
- improving recording about decisions, actions and key information
We follow the Local Government Social Care Ombudsman (LGSCO) advice to resolve concerns as early as possible. In 2025 to 2026 our Duty Team resolved 678 concerns, helping people to get a prompt outcome without having to make a formal complaint.
In the same year ASCH services and teams received 2,684 compliments. These show that many people value the support they receive and highlight good practice across our services.
3. Complaints activity
In 2025 to 2026, the Complaints and Feedback Team recorded 444 complaints about ASCH. Of these, 393 were about ASCH services and teams, and 51 were about external providers.
3.1 ASCH complaints
ASCH complaints are recorded by the area of work involved and the issue being raised. The top 3 ASCH complaint themes were:
- provision of service
- assessment
- invoicing
| Area of work | Number of complaints | % of total | Number upheld or partly upheld |
|---|---|---|---|
| Provision of service | 99 | 25% | 37 |
| Invoicing | 81 | 21% | 23 |
| Care Act needs assessment | 65 | 20% | 28 |
| Financial assessment | 38 | 10% | 16 |
| Safeguarding enquiry | 21 | 5.5% | 8 |
| Hospital discharge | 20 | 5% | 7 |
| Direct payments administration | 19 | 4.5% | 9 |
| Information provision | 19 | 4.5% | 5 |
| Allocation of funding / grants | 13 | 3% | 6 |
| Staff actions / behaviour | 9 | 2.5% | 3 |
| Policy | 8 | 2% | 2 |
| Equipment - daily living | 5 | 1.5% | 3 |
| Equipment - adaptations | 2 | 0.5% | 0 |
| Review | 2 | 0.5% | 2 |
| Carer's assessment | 1 | 0.25% | 1 |
| Data protection | 1 | 0.25% | 0 |
Theme 1: Provision of service
99 complaints related to provision of service, making up 25% of all complaints received. 37 of these complaints (37%) were upheld or partially upheld.
The three most frequent issues within provision of service complaints were:
- Not to the quality or standard expected (38%)
- Communication and information concerns (25%)
- Delay (21%)
Concerns about the quality, consistency and timeliness of service delivery were the most common reason for complaint. These 3 areas often overlapped, showing that people’s experience was often affected by several connected issues.
Theme 2: Assessment
ASCH undertakes a range of assessment functions, including assessments for:
- social care support
- Blue Badge provision
- calculating how much someone will need to pay towards their support (financial assessments)
93 complaints related to assessment, 24% of ASCH complaints, making it the second largest theme of complaints received. 45 of these complaints (48%) were upheld or partially upheld.
Most complaints (41%) related to financial assessments. 33% were about social care assessments and 25% were about Blue Badge assessments.
The three most frequent issues within assessment complaints were:
- Unhappy with decision (44%)
- Not to the quality or standard expected (19%)
- Communication and information concerns (19%)
Dissatisfaction with assessment decisions remains a key driver of complaints. Communication and perceived quality of assessment practice are also significant themes. This highlights the importance of clearly explaining assessment decisions, eligibility outcomes and available options.
Theme 3: Invoicing
81 complaints were about invoicing, making up 21% of all complaints. This is the third biggest area of complaints. 23 complaints (28%) were upheld or partially upheld.
The most common invoicing issue was disagreement with charges, which made up 96% of invoicing complaints. Communication and information concerns was the other main reason for complaint.
This suggests that clearer information and earlier explanation of charging implications may help to reduce avoidable complaints.
3.2 Complaints about external providers
External providers deliver many care and support services on our behalf, including:
- residential and nursing care
- supported accommodation
- home care
- telecare equipment
In 2025 to 2026, 51 complaints were recorded about external providers, compared with 37 complaints in the previous year. The number of complaints recorded about external providers remains low when considered alongside the overall amount of services delivered.
Of these complaints, 46 related to community-based services and 5 were about residential care providers, as shown in the table below.
| Provider service | Number of complaints |
|---|---|
| Home care | 28 |
| Supported accommodation | 11 |
| Residential care | 5 |
| Telecare | 4 |
| Direct payment services | 2 |
| Day services | 1 |
Types of complaints about external providers
The most frequent issues for external provider complaints were:
- charging or invoicing issues
- services falling below expectation
- delays in provision of service
- staff behaviour or actions
Where appropriate learning and actions from provider complaints are shared across ASCH teams to support wider service improvement.
Outcomes of complaints about external providers
Of the 51 complaints received 24 (47%) were upheld in full or in part. 25 (49%) were not upheld. 2 complaints (4%) did not have an outcome at the time of reporting.
4. Local Government and Social Care Ombudsman
The Local Government and Social Care Ombudsman (LGSCO) is an independent and impartial service which reviews complaints free of charge. After ASCH sends its final complaint response, anyone who remains unhappy can refer their complaint to the LGSCO for review.
Each year, the Ombudsman writes to the council with a summary of the cases it received and its decisions. For 2025 to 2026, the Ombudsman made decisions on 36 complaints about ASCH in East Sussex County Council. Of these 6 were upheld, representing 17% of ASCH complaints referred to the Ombudsman. This compares favourably with the Ombudsman’s national average for upholding ASCH complaints, which was 79% in 2025 to 2026.
Of the 6 upheld ASCH complaints, 2 had already been upheld by ASCH and appropriately remedied, and the Ombudsman made additional recommendations in 4 cases. This means that additional remedies from the Ombudsman arose in only 0.9% of all complaints received by ASCH.
The LGSCO publishes all investigation decisions on its website: Your council’s performance
5. Other activity
Duty enquiries
The Ombudsman advises organisations to respond to concerns in a person-centred way and focus on solutions. We recognise that the ASCH complaints process can take time, especially when concerns need detailed investigation.
As such, and where appropriate, the Duty team within the Complaints and Feedback Team handles concerns and work directly with services to resolve issues before they become formal complaints.
In 2025 to 2026 the Duty Team resolved 678 enquiries. We will continue to develop this service so that more concerns can be answered promptly and in a way that supports the outcome the person wants.
| Service | Total number of duty enquiries received for 2025-2026 |
|---|---|
| Assessment and Care Management | 134 |
| Community Learning Disability and Transition Teams | 20 |
| Hospitals, Finance and Continuing Healthcare | 146 |
| Intake and Reablement | 153 |
| Learning Disability Directly Provided Services | 6 |
| Mental Health Services | 108 |
| Older People's Directly Provided Services | 11 |
| Planning, Performance and Engagement | 42 |
| Public Health | 6 |
| Safeguarding Development Team | 0 |
| Strategy, Commissioning and Supply Management | 20 |
| Enquiries where signposting to external organisations was required | 32 |
|
Total |
678 |
Member enquiries
Member enquiries are questions or concerns raised by local MPs and councillors chosen by the public to represent their area and raise issues on behalf of residents. The team received 359 member enquiries in 2025 to 2026, up from 239 in the previous year.
Compliments
Compliments help us understand what is working well and where services make a positive difference. ASCH continues to receive many more compliments than complaints, with 2,684 compliments received in 2025 to 2026. The ratio of compliments to complaints this year is 6:1, compared with 7:3 last year.
| Service | Total number of compliments for 2025-2026 |
|---|---|
| Assessment and Care Management | 213 |
| community Learning Disability and Transition Teams | 64 |
| Hospitals, Finance and Continuing Healthcare | 35 |
| Intake and Reablement | 11 |
| Learning Disability Directly Provided Services | 258 |
| Mental Health Services | 86 |
| Older People's Directly Provided Services | 1,900 |
| Planning, Performance and Engagement | 74 |
| Safeguarding Development Team | 0 |
| Strategy, Commissioning and Supply Management | 43 |
| Total | 2,684 |
6. Learning and actions
Complaints and feedback are important to tell us how people experience Adult Social Care and Health services. We use this information to help us to ensure ongoing service improvement.
In 2025 to 2026, 143 improvement actions were identified. These included:
- reviewing and making changes to services
- providing staff with guidance and training
- changing policies or procedures
91 remedy actions were also identified, including:
- apologies
- payments or waivers
- signposting or referrals to other services
Key learning themes
1. Communication, information and keeping people updated
A significant theme was the need to improve the clarity, consistency and timeliness of communication with people, families, carers and representatives. Complaints highlighted examples where people did not feel properly informed about:
- decisions
- next steps
- financial implications
- delays
- changes in support
- who was responsible for responding to their concerns
In response, there has been work with teams to ensure:
- timely updates
- follow up conversations in writing where appropriate
- people are given clear information at key points in their care and support journey
2. Financial assessments, charging and invoicing
Complaints showed that people and their families can experience significant distress when:
- charges are not clearly explained
- invoices are delayed or confusing
- changes in financial circumstances are not acted on promptly
Actions taken included:
- improving information provided about chargeable services
- reviewing and improving our financial letters
- updating our correspondence arrangements
- waiving or crediting charges where fault was identified
- working with teams about the need for clear conversations and recording of financial information
3. Delays, follow-up and ownership of actions
A recurring area of learning was the impact of delays, particularly where people were waiting for:
- assessments
- reviews
- allocation
- financial decisions
- direct payment updates
- safeguarding outcomes
- responses to queries
Complaints showed that delays can be made worse when ownership is unclear or when actions are not followed through between teams.
In response:
- processes have been reviewed
- responsibility has been clarified for waiting lists and follow-up actions
- teams have been reminded of the importance of acting on queries promptly
- strengthened oversight arrangements have been introduced to reduce the risk of people having to chase repeatedly for progress
4. Recording, handover and process compliance
Several complaints identified learning about the importance of:
- accurate recording
- effective handover
- adherence to agreed processes
Issues included:
- missed or incomplete records
- unclear case notes
- incomplete minutes
- information not being passed between teams
- actions not being recorded or followed up
Actions taken included:
- reminders to staff about case recording expectations
- discussions in team meetings
- changes to handover arrangements
- clearer ownership of complaint actions
- process reviews to ensure that important information is not missed
5. Assessment, review and care planning
Complaints also highlighted the need to ensure that assessments, reviews and care planning are:
- timely
- person-centred
- responsive to changing circumstances
Learning included the importance of:
- reviewing care and support promptly when arrangements break down
- updating assessments when needs change
- ensuring direct payment arrangements are managed effectively
- making sure people and families understand the options available
Actions included:
- arranging reviews
- updating assessments
- offering meetings
- reviewing direct payment processes
- reminding staff to consider whether interim or alternative support is required while assessments or reassessments are being completed
6. Hospital discharge and transitions between services
Some complaints related to:
- hospital discharge
- respite
- rehabilitation
- long-term care decisions
- transitions between services
The learning from these complaints emphasised the need for:
- clear communication with people and representatives
- timely information about funding or charges
- better co-ordination between health and social care partners
- clearer explanations where one service is waiting for action from another
Actions included:
- staff reminders
- team discussions
- improved discharge communication processes
- provision of financial information packs
- stronger management oversight before care is arranged
7. Provider quality and commissioned services
Complaints involving care providers, supported accommodation, homecare, respite and other commissioned services highlighted the importance of:
- contract monitoring
- clear expectations
- accurate care planning
- timely escalation where standards fall short
Learning included the need for providers to:
- communicate clearly with families
- record issues accurately
- follow care plans
- maintain professional standards
- respond appropriately when concerns are raised
Actions included:
- provider feedback
- contract or partner reviews
- market support involvement
- reminders to care agencies
- a review of provider processes
- payments or waivers where the commissioned service did not meet expected standards
8. Inclusive and accessible communication
A smaller but important theme is related to the need to recognise people’s communication needs, disabilities and circumstances when providing information or seeking engagement. Complaints showed that standard letters or processes may not be sufficient if someone:
- cannot easily read written information
- needs information in a more accessible format
- requires additional support to understand financial or care-related decisions
Actions included:
- ensuring the provision of easy read information
- consideration of verbal explanations or visits
- recording communication requirements clearly
- staff reflection on respectful, sensitive and inclusive communication
Using learning to improve services
The actions recorded during the year show that learning from complaints was used at several levels.
At an individual level, teams:
- provided apologies
- arranged meetings
- gave further explanations
- corrected records
- made referrals
- completed reviews
- made payments, waivers or credits where appropriate
At team level, learning was shared through:
- team meetings
- reminders
- staff discussions
- guidance
At service level, complaints led to reviews of:
- processes
- letters
- procedures
- information packs
- recording arrangements
- provider practice
This shows that complaints are not only used to resolve individual concerns, but also to identify where systems, communication and practice need to improve. The strongest areas for continued focus are:
- clearer communication
- better recording
- timely follow-up of contacts
- providing improved information on charging and financial assessment
- better co-ordination between operational teams, financial services, commissioned providers and partner organisations
7. Information about who complained
We look at the equality information for people making complaints. Where possible, we compare it with information about people receiving long-term support. This helps us to check if different groups have different experiences of our services or face barriers to making a complaint. We also use this information to identify where monitoring or data recording needs to improve.
Sex
The sex of people making complaints is broadly in line with the profile of people receiving long-term support from ASCH. Complaints are being raised proportionately by men and women.
Age
People of working age made up a slightly higher proportion of complaints than of people receiving long-term support, while people aged over 65 made up a slightly lower proportion.
Disability
People recorded as having a long-term health condition made up 82% of complaints, compared with 92.8% of people receiving long-term support. We did not have information for 15% of people who complained. We are working to improve recording in this area so we can provide meaningful data.
Race and ethnicity
White British people made up a lower proportion of complaints than people receiving long-term support. Other ethnic groups were broadly proportionate.
Sexual orientation
Where information was provided, complaints were broadly proportionate to people receiving long-term support. However, there were significant gaps in recording. We are improving how sexual orientation is recorded across ASCH to support meaningful reporting.
Religion
Most religious groups were broadly proportionate to people receiving long-term support, although Christians made up a lower proportion of complaints. Religion was not stated for 25.6% of people who complained. We are improving how religion is recorded across ASCH to support meaningful reporting.
Overall, the equalities data suggests that although there is some variation, complaints are broadly proportionate across most protected characteristics when compared with people receiving long-term support from ASCH.
It is noted that some demographic information is missing. Improving the quality and completeness of demographic recording in the future will be important to ensure that ASCH can understand:
- who is using the complaints process
- whether any groups face any barriers to raising concerns
8. Complaints performance
In 2025 to 2026, the Complaints and Feedback Team recorded 444 complaints about ASCH, a 23% increase from 362 in the previous year.
Of the 444 complaints, 174 (39%) were fully or partly upheld. This was a notable decrease from 48% in 2024 to 2025. It means that although the number of complaints increased, a smaller proportion were upheld or partly upheld than in the previous year.
Target response times for ASCH
Our target is to respond to complaints within 10 to 20 working days. Performance in 2025 to 2026 is summarised below.
ASCH complaints
We responded to:
- 160 complaints (36%) within our target, compared with 38% in 2024 to 2025
- 271 complaints (61%) outside our target, compared with 60% in 2024 to 2025
Where responses were delayed, complainants were kept informed while their final response was prepared.
13 complaints (3%) were still active at the time of reporting.
Independent provider complaints
We responded to:
- 10 complaints (19.6%) within 20 working days, including 4 answered within 10 working days
- 39 complaints (76.4%) after 20 working days, including 20 (39.2%) that took more than 50 working days
Two complaints (3.9%) were still active at the time of reporting.
Response times remain longer than we would like. A review of the complaints process has been completed, and a comprehensive improvement plan is now being implemented to strengthen response times.
9. Conclusion
Complaints, enquiries and compliments each tell us something different about the experiences of people who use care and support and their families, carers and representatives. This report shows why listening to people matters and how we use the information we receive to improve our services.
Our complaints show that response times remain a main challenge. They also show that people need clearer information about assessments, charges, invoices, delays, decisions and next steps. Better communication at these points can make a significant difference. This will be a continued area of focus for services in 2026 to 2027.
The learning and actions recorded show that we actively use complaints to improve services as well as resolve individual concerns. In 2026 to 2027 we will have an even greater focus on learning and actions. This will help us to ensure that we can continue to improve services and peoples experiences of ASCH.
The high number of compliments is also important. They recognise the commitment, compassion and professionalism of staff and providers across ASCH. They also help us to understand what good practice looks like to people receiving support.
In 2026 to 2027, as well as continuing to improve our ASCH services based on the feedback received, we will also undertake improvement work within the complaints service. This will focus on:
- response times
- early resolution
- clearer communication
- improved oversight of learning and actions
