Problems with homecare

It's vital that you're comfortable with the care you receive and feel confident that it's right for you. If you're not happy with the care you're receiving at home, you have the right to make a complaint.

What can I make a complaint about?

It’s vital that you’re comfortable with the care you receive – you should feel safe and the care should meet your needs. Unfortunately, you may have problems with your care. You can make a complaint about any aspect of your care, including:

• carers arriving late for visits and leaving early
• medicines not being administered correctly
• carers leaving your house untidy after visits
• receiving a poor quality of personal care, such as being dressed incorrectly.

How do I make a complaint about a homecare provider?

Below, we run you through the steps you should take if you're unhappy with the care you're receiving.

Step one

If you’re unhappy with your care, first try to resolve it by having an informal conversation with the council if they fund or arrange your care. Even if you're meeting the full cost of the care yourself, you should still approach the council if they're arranging your care for you, as they're responsible for your care.

If you're making private, self-funded arrangements that don't involve the council, approach the care agency providing your care.

Step two

If that doesn’t work, ask for a copy of the council or agency’s complaints procedure, so that you can make a formal complaint. Whether you arrange your care through the council or a private agency, they're required to have a formal complaints procedure, which you can request to see. 

Tips for your complaint

• Be specific about what happened and when – including dates and times or staff names, where possible.
• Keep copies of any letters or emails you send or receive.
• Note down when you've had phone calls and meetings about the complaint with the council or homecare provider and write down who you spoke to and what they said.
• Be clear about what you want to be done or what you expect to change as a result of raising the matter.

Step three

If you’re not happy with the outcome, having followed the complaints procedure, you can ask the Local Government and Social Care Ombudsman to take the complaint.

Find out more about the Local Government and Social Care Ombudsman on their website

You can also inform the Care Quality Commission (CQC), which regulates social care services in England, as well as how local councils meet their social care duties. While they don't deal with individual complaints, they may take enforcement action on the basis of information provided to them.

Where can I get support with making a complaint?

You can call Age UK's Advice Line on 0800 678 1602 for information and advice about making a complaint. 

You may also be able to get help from your local Age UK.

What should I do if I'm experiencing abuse or neglect?

If you're experiencing abuse or neglect, or feel at risk of abuse or neglect, contact your local council. The council has a safeguarding duty to investigate concerns about abuse or neglect.

You can also contact Age UK Advice on 0800 678 1602 or call the Hourglass helpline on 0808 808 8141 to discuss the situation. The Hourglass helpline is free, confidential and open 24 hours a day, 365 days a year.

Find out more about protecting yourself and others from abuse and neglect