Ombudsman warns on gap in Wales between number of people identifying as carers and those in receipt of formal needs assessments

These are the findings of a follow up report published by the Public Services Ombudsman for Wales, looking into how Welsh local authorities identify, assess and support unpaid carers.

The original investigation, carried out in 2024, examined whether four 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, published last week (4 March), reviews progress made by the four investigated authorities and summarises responses and data from the remaining 18 local authorities in Wales.

According to the report, all four investigated authorities have taken “positive action” in response to the recommendations made in 2024.

The Ombudsman said: “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.”

The Ombudsman observed that authorities have also updated assessment forms and recording practices, “to better capture the needs of adult and young carers, improving consistency and quality”.

Meanwhile, 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. 

The Ombudsman acknowledged that 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. 

However, despite the improvements, the Ombudsman warned that a gap “still remains” between the number of people who identify as carers and those receiving formal needs assessments.

The Ombudsman said: “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.”

Meanwhile, the Ombudsman noted that not all recommendations have been fully implemented within the agreed timescales.

The follow-up report therefore makes further recommendations to Ceredigion County Council and Flintshire County Council, including to “ensure they have a template letter when sharing a completed assessment with the carer, which includes an outline of the assessment and an explanation of what the review arrangements are (or are not) and how carers can make contact to request a review or a re-assessment.”

Commenting on the report, the 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.”

Lottie Winson

Sign up to receive our Wales newsletter