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.”