We publish a follow-up report on support for unpaid carers

Date of article: 04/03/2026

Daily News of: 10/03/2026

Country:  United Kingdom - Wales

Author:

Article language: en

Today we publish ‘Are we caring for our carers? Revisited’, a follow-up to our 2024 Own Initiative investigation into how Welsh local authorities identify, assess and support unpaid carers.  

The original investigation examined whether 4 local authorities – Caerphilly County Borough Council, Ceredigion County Council, Flintshire County Council and Neath Port Talbot Council – were meeting their statutory duties under the Social Services and Well-being (Wales) Act 2014. While examples of good practice were identified, it was found that only a small proportion of carers received assessments of their needs, and many were unaware of their rights or the support available. 

The follow-up report reviews progress made by the 4 investigated authorities and summarises responses and data from the remaining 18 local authorities in Wales. It highlights development while identifying areas where further improvement is still required. 

The report finds that all 4 investigated authorities have taken positive action in response to the recommendations. Improvements include the development or revision of factsheets explaining the carers’ needs assessment process, what carers can expect, and the role of commissioned services. These materials are now available in Welsh, other languages and Easy Read formats. 

Authorities have also updated assessment forms and recording practices to better capture the needs of adult and young carers, improving consistency and quality. Where changes remain outstanding, improvements are being integrated into regional arrangements and new case management systems. 

The report also highlights improvements in post-assessment communications and practical support for carers, increased staff training and awareness-raising activity, alongside stronger audit and quality assurance arrangements. Progress has been made in partnership working with health services, including hospital in-reach activity and discharge support initiatives, and in improving the recording of equality data through new IT systems. 

Despite these improvements, a gap still remains between the number of people who identify as carers and those receiving formal needs assessments. Data from the 18 non-investigated authorities shows that, on average, only 2.73% of carers received a needs assessment in 2023/24, and only 1.32% received an assessment that resulted in a support plan. 

While welcoming progress, we note that not all recommendations have been fully implemented within the agreed timescales. The follow-up report is therefore issued as a Special Report under section 28 of the Public Services Ombudsman (Wales) Act 2019, with further recommendations made to Ceredigion County Council and Flintshire County Council, including enhanced oversight through their Audit and Risk Committees. 

Commenting on the report, Public Services Ombudsman for Wales, Michelle Morris, said: 

“I welcome the positive action taken since my original investigation, which has helped to improve how carers are identified, informed of their rights and supported through the assessment process.

However, it is disappointing that some recommendations have not yet been fully implemented. Carers must be clear about the outcomes of their assessments and how to seek further support. I urge all local authorities to take forward the learning from this work and continue to improve how unpaid carers are identified and supported across Wales.”

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Communication with patients on healthcare waiting lists

Date of article: 09/03/2026

Daily News of: 10/03/2026

Country:  United Kingdom - Northern Ireland

Author:

Article language: en

This follow-up report shows that since our report in 2023 there has been progress in how the healthcare system provides information to patients on waiting lists.

Of the 34 recommendations we made, 32 have either been fully or partially met.

Key improvements include:

  • a dedicated ‘Waiting Times’ website and a new mobile App allowing patients and carers to view personal medical records.
  • new text and letter notification systems to provide regular status updates to patients and their carers
  • a more transparent framework explaining exactly how trusts manage and prioritise their waiting lists
  • the early development of a ‘support while waiting’ program, designed to help patients manage their physical and mental wellbeing while they are on a waiting list.

Read the report here.

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Investigation into Bucks brothers’ missing therapy uncovered 400 children potentially affected by change of council contract

Date of article: 05/03/2026

Daily News of: 06/03/2026

Country:  United Kingdom - England

Author:

Article language: en

Buckinghamshire brothers with special educational needs were left without the speech and language therapy they were legally entitled to for more than a year - because Buckinghamshire Council failed to make sure it was in place.

During an investigation by the Local Government and Social Care Ombudsman into the case, the Ombudsman found up to 400 other children were also potentially affected by delays.

In the siblings’ cases, one brother missed more than half the speech and language therapy, and almost all of the occupational therapy, which his Education, Health and Care (EHC) plan entitled him to between September 2023 and December 2024.

His brother also went without his speech and language therapy, and the council repeatedly delayed updating his plan, meaning his mother had no legal right to challenge the level of support he was getting.

The Ombudsman found the problems were partly due to the council's therapy provider ending its contract with a sub-contractor in early 2024 - potentially affecting nearly 400 children across Buckinghamshire.

The Ombudsman’s investigation found the council failed to properly consider the impact of withdrawing the contract, had no back-up plan, and failed to step in to ensure those children still got the help they were owed quickly enough.

Mrs Amerdeep Clarke, Local Government and Social Care Ombudsman, said:

"These are not simply cases of two children falling between the cracks of an overstretched service. Instead the council made wholescale changes to the way it provided support without ensuring it could meet the needs of these children and many others.

“Buckinghamshire Council did not do enough when it identified clear warning signs that the therapy hundreds of children and young people needed could not be delivered at the agreed level.

“Every child with an EHC Plan has a legal entitlement to the support set out in it. This case highlights what can go wrong when councils do not exercise sufficient oversight of the services they commission.

“When a provider struggles to meet demand, it is the council's responsibility to step in - not to wait and hope the situation improves.

“I welcome Buckinghamshire Council's agreement to make the service improvements I have recommended, and I hope this report serves as a reminder to councils across the country of their duties to children with SEND.”

The Local Government and Social Care Ombudsman remedies injustice and shares learning from investigations to help improve public, and adult social care, services. In this case the council has agreed to apologise to the boys’ mother and pay a symbolic £1,000 to recognise what has gone wrong.

The Ombudsman has the power to make recommendations to improve processes for the wider public. In this case the council has agreed to create a plan to show how it will address any shortfall in the needs of children and young people with EHC Plans whose needs are not currently being met through the therapy service.

It will also develop a protocol for cases where the therapy service cannot deliver provision in line with a child’s EHC plan.

 

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Tackling Housing and Tenant Concerns

Date of article: 23/02/2026

Daily News of: 26/02/2026

Country:  United Kingdom - Wales

Author:

Article language: en

A word from the Ombudsman

Everyone deserves to live in a warm, welcoming home. Yet too often, tenants in social housing face issues with disrepair, damp and mould, or anti-social behaviour – issues that can escalate when landlords do not act promptly or communicate clearly. What should be a safe haven instead becomes a source of ongoing stress and harm.

In this special edition of our newsletter, we highlight the housing complaints we have intervened in from urgent repairs and damp and mould to failures in complaints handling. The cases we share show not only the impact on individual tenants, but also the wider learning needed across the sector.

Over the past few months, we have also been engaging with tenants and providers through our own initiative consultation, and we were pleased to meet many at the TPAS Cymru Conference in November. We will continue to use what we learn from this work to shape our future work and drive improvements in social housing.

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We Propose Investigations into Social Housing Disrepair, Damp and Mould

Date of article: 19/02/2026

Daily News of: 20/02/2026

Country:  United Kingdom - Wales

Author:

Article language: en

We announce today the decision to progress proposals for two Own Initiative investigations into how social housing providers respond to reports of disrepair, with a particular focus on damp and mould affecting vulnerable tenants.

The decision follows a public consultation launched in November 2025. Responses were received from tenants, Local Authorities, Registered Social Landlords, Welsh Government, and third sector advice and advocacy organisations. After considering the evidence, we concluded the statutory criteria for using Own Initiative powers are met and has proposed two investigations under the Public Services Ombudsman (Wales) Act 2019.

Our casework and recent investigations have identified delays and inconsistent responses to reports of disrepair, damp and mould, often involving vulnerable tenants. In 2024–25, just over 19% of new complaints received related to social housing, many concerning disrepair, damp and mould. We have also published a thematic report, Living in Disrepair, and issued public interest investigation reports in late 2025 highlighting similar concerns.

Evidence from the consultation indicates vulnerable tenants may be disproportionately affected, including disabled people, older people, families with children, those on low incomes and people from diverse ethnic backgrounds. Respondents described the serious impact that unresolved disrepair, damp and mould can have on health, wellbeing and independence, and agreed that progressing these investigations would be in the public interest.

"Our casework, investigations and the consultation responses show that unresolved disrepair, damp and mould can cause serious harm, especially for vulnerable tenants. While the sector is changing, including the updated Welsh Housing Quality Standard coming into force in April 2026, the evidence suggests problems persist. These proposed investigations will identify learning and support improvement, transparency and accountability."

Michelle Morris, Public Services Ombudsman for Wales

We will write to the two Housing Associations identified, outline the proposed investigations and invite their comments in line with statutory requirements. We will continue to review whether further Own Initiative investigations are warranted.

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Link to the Ombudsman Daily News archives from 2002 to 20 October 2011