RecruitingObservational

Experiences of adult social care complaint processes

This project looks at how family carers of adults with learning disabilities and staff from local councils feel about the adult social care complaints process. We know it can be hard for carers to complain, and there's not much research from their side or from staff who deal with these complaints. Our goal is to understand everyone's experiences so we can create helpful new resources. These resources will be shared with local councils and the public to improve how complaints are handled. If you've complained about adult social care in England, or work for an English council dealing with complaints, you might be able to help.

At a glance

Status

Recruiting

Sponsor

Manchester Metropolitan University

Enrolment target

Start

01 Mar 2026

Estimated completion

31 Dec 2026

Experiences of adult social care complaints processes for family carers of adults with learning disabilities and local authority (LA) staff

What is this study about?

This study is all about understanding the complaints process within adult social care from two key points of view: family carers of adults with learning disabilities and the local council staff who handle these complaints. We know that when families need to complain about the care an adult with learning disabilities receives from their local council, it can be a really challenging and often difficult experience. At the same time, we want to hear from the council staff who are on the other side of this process.

There isn't much information out there that brings both these perspectives together. By listening to both families and staff, we hope to get a much clearer picture of what works well, what doesn't, and where improvements can be made. Our aim is to make sure that the voices of carers are heard and understood, and that councils can learn how to better support families when issues arise.

Ultimately, the knowledge we gain from this study will be used to create practical resources. These resources will help local councils and social work students better understand the experiences of family carers and improve how adult social care complaints are managed in the future. We believe this will lead to a more supportive and effective system for everyone involved.

Key takeaways

This study focuses on adult social care complaints in England.
It gathers experiences from both family carers and local council staff.
The aim is to improve how complaints are handled and understood.
It involves interviews for carers and group discussions or interviews for staff.
Your input could lead to better support and resources for families.
Manchester Metropolitan University is running this important research.

Who may be eligible?

You might be able to take part in this study if you are a family carer of an adult with learning disabilities and have previously complained to a local council's adult social care department in England about their care. This applies if you currently care for someone aged 18 or over, or if you did so within the last five years, and are related to them.

We are also looking for local council staff in England who have experience with adult social care complaints. This means you currently work for an English local authority or did so within the last five years, and have been involved in managing, handling, or responding to these types of complaints.

Unfortunately, if your complaint or work experience is not related to an English local authority, or if the person you care for doesn't have a learning disability or isn't over 18, you won't be able to join this particular study.

Could this study suit you?

Answer these quick questions to see if you may be eligible. This is a guide only — the research team makes the final call.

Are you a family carer of an adult (18+) with learning disabilities?
Have you complained to an English local council adult social care department?
Are you a staff member with experience of adult social care complaints at an English local council?
Is your experience with complaints within the last 5 years?
Are you related to the adult with learning disabilities you care for (if a carer participant)?

Answer every question to see your result.

What does participation involve?

If you're a family carer, taking part involves two one-on-one interviews with a researcher. The first interview will be a chat about your experience making a complaint. In the second interview, you'll go into more detail and help create a timeline of your complaint journey. These interviews will be arranged at a time that suits you and can happen online or in person.

If you're a local council staff member, you will be invited to join one of three group discussions (called 'focus groups') where you can share your thoughts on complaints and how you handle them. If you prefer not to be in a group, you can have a one-on-one interview instead. Everyone involved in interviews or group discussions might also be invited to join one of three workshops later on, where we'll discuss our findings and help create new resources.

Potential risks and benefits

Talking about complaints can sometimes bring up sensitive or difficult feelings, and while sharing your experiences might be challenging, the research team is experienced in supporting people through these topics. You don't have to share anything you're uncomfortable with, and you can take breaks or stop the interview at any time. Participation does require dedicating some of your time. Many people who share their stories in similar studies find it rewarding and value having their voice heard, helping to make a difference. As a thank you for your time, family carers will receive £25 for each interview, with an extra payment for those who join the workshops. Your input will directly help improve how local councils understand and handle complaints, hopefully leading to better experiences for families in the future.

Locations (1)

Manchester Metropolitan University
Approximate
Manchester, England

Common questions

What is the main goal of this study?

The goal is to understand how family carers and council staff experience adult social care complaints, to improve the process for everyone.

Who is funding this research?

This study is funded by the National Institute for Health and Care Research (NIHR) in the UK.

What kind of resources will be created?

We will create clear and easy-to-understand resources for local council staff and social work students to help them better understand carers' experiences with complaints.

Do I have to live in England to participate?

No, but your experience with complaints or work must relate to an English local authority for family carers, and you must be employed by an English local authority for staff.

Will I get paid for taking part?

Family carers will receive £25 per interview, and an additional payment if they join the later workshops. There is no mention of payment for staff.

How to find out more

Francesca Ribenfors

f.ribenfors@mmu.ac.uk +44 (0)161 247 2646 Official trial record

Always speak to your GP or specialist before deciding to take part in a study.