Ombudsman offers practical guidance on contracts for social care providers


Care providers can now download new guidance from the Local Government and Social Care Ombudsman to help them provide clearer cost information in their contracts for service users.

Based on learning from its investigations, the Ombudsman’s guide offers good practice on how to approach Funded Nursing Care (FNC) payments and ensure contracts properly reference them.

The guidance explains the Ombudsman’s approach to handling complaints about funding where FNC payments are involved, along with links to other resources which may be of help.

Michael King, Local Government and Social Care Ombudsman, said:

“We have seen a recent increase in complaints involving Funded Nursing Care payments, so we wanted to share our intelligence on this subject to help providers understand the steps they can take to ensure their fees and charging policies are as clear as possible.

“The Competition and Markets Authority’s recent report highlighted concerns that homes are not being clear enough up front to residents and their families about their prices and terms and conditions; following our guidance could go some way to ensuring those contracts – and their implications – are understood by all involved.”

The Local Government and Social Care Ombudsman investigates individuals’ unresolved complaints about all registered social care providers in England.  

As part of its mission to share lessons from the complaints it receives to help providers improve services for the many, the Ombudsman also produces a host of practical advice and guidance for practitioners. This includes a regular newsletter directly aimed at independent care providers. People can sign up for the free newsletter from the website at



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