Barriers to accessing adult social care and social housing complaint systems

Hirst, C., Gill, C. and Williams, J. (2022) Barriers to accessing adult social care and social housing complaint systems. Project Report. Transforming Complaint Resolution.

Abstract

Public service complaint systems allow aggrieved individuals to complain about the service they have received from a public service provider. This briefing paper is about the accessibility of complaint systems in the adult social care and social housing sectors in England and Scotland. Complaint systems are vital for allowing people to voice concerns and exercise their rights. But current evidence suggests that these systems are not designed and operated in way to facilitate this. The particular focus of this paper is on the barriers that complainants face and scoping out the issues that would benefit from further research. This paper is being published following completion of a small-scale project funded by the University of Glasgow’s Research Reinvigoration Fund. The project involved two elements. The first was a desk-based scoping exercise to identify publicly available data on who does and does not complain about social care and housing and the barriers that exist to access to justice. The second was a set of three workshops held with advice and advocacy organisations, service providers, regulators, ombuds, and other oversight bodies. This project is part of an ongoing process of knowledge exchange with policymakers and practitioners, and further information about this and other research is available on the Transforming Complaint Resolution website.

• Item Type: Research Reports or Papers (Project Report)
• Status: Published
• Glasgow Author(s) Enlighten ID: Gill, Professor Chris
• Authors: Hirst, C., Gill, C., and Williams, J.
• Subjects: K Law > K Law (General)
• College/School: College of Social Sciences > School of Law
• Publisher: Transforming Complaint Resolution
• Copyright Holders: Copyright © 2022 The Authors
• Publisher Policy: Reproduced with the permission of the authors