The Local Government and Social Care Ombudsman has warned councils they cannot outsource their safeguarding responsibilities after finding serious failings in the care of an elderly woman in Portsmouth, including an incident where she was unintentionally fed microwaved dog food.

An investigation found Portsmouth City Council failed to properly oversee commissioned homecare provided by Radis Community Care, despite multiple safeguarding concerns.

The woman, who required bed-based care following a fall, was subjected to months of inadequate treatment, with allegations that staff falsified records, failed to follow care plans, left her unattended for prolonged periods and incorrectly managed medication and nutrition.

The Ombudsman also found the council's statutory safeguarding enquiry remained unresolved for six months, far exceeding its 28-day target. Investigators concluded the authority relied too heavily on the provider's internal investigation instead of carrying out independent scrutiny, despite existing concerns about the company.

Local Government and Social Care Ombudsman Amerdeep Clarke described the case as ‘truly shocking’, warning councils remain legally responsible for safeguarding vulnerable adults even when care is outsourced.

‘It is a stark reminder that a council's safeguarding duty does not end when a contract is signed. Councils must actively scrutinise the care they commission - especially where concerns already exist about a provider,’ she added.

Portsmouth City Council has accepted the Ombudsman's findings, apologised to the family, agreed to refund care fees covering April to July 2024 and make symbolic payments totalling £1,000.

Council comment

Cllr Matthew Winnington, Cabinet Member for Community Wellbeing, Health & Care, said: ‘We accept the Ombudsman’s findings in full and recognise the seriousness of what happened in this case. We ended our contract with Radis early and we no longer work with, or commission services from them.

‘The care described in this report is not the standard anyone should expect, particularly at such a vulnerable time in someone’s life. We have apologised to the family and are very sorry for the distress they have experienced; we know this has been deeply upsetting for the family.’