Local authorities must ensure equal access to services, says Ombudsman

Disabled people should be placed at the heart of local authority services so no one is at a disadvantage, says the Local Government and Social Care Ombudsman.

A report released by the Ombudsman reveals how councils and other local services can meet their legal duties to ensure everyone, regardless of needs, has an equal opportunity to access services.

Local services must adhere to the Equality Act 2010 which says disabled people must be able to access their service as easily as someone without a disability.

Councils should also make ‘reasonable adjustments’ to ensure this, by, for example, providing information in large print for those with visual impairments.

However, people with hidden disabilities struggle to have these adjustments made for them.

The Ombudsman is now calling for local authorities to anticipate people’s needs more and proactively ask sensitive questions.

Investigations into Equality Act duties found a majority of councils and other local services failing to put reasonable adjustments in place.

The report highlighted several cases where local services have got things wrong, including how social workers failed to communicate effectively with a woman with mental health issues.

Michael King, Local Government and Social Care Ombudsman, said: ‘We know dealing with public services can often be complex, so it is vital local service providers put the needs of people with disabilities at the heart of any decisions about how services are designed and delivered. It is not enough for them to leave this as an add-on or an afterthought – and enabling people with different needs to access their services shouldn’t be seen as an inconvenience.

‘If people feel they have not had their reasonable adjustments met, they need to tell their local authority, and then come to us if they do not put things right. The stories in this report show that just one complaint to us has the power to make a huge difference. If we find a council has made a mistake, we can recommend changes that can impact everyone in their area and share that learning for other councils and providers to act on.

‘I would urge local authorities to read my report and consider whether any of the services they provide are putting people with disabilities at a disadvantage.’

 The report also identifies positive steps councils can take to improve services, including a review of staff training and incorporating Equality Act duties in contracts when commissioning services.

Photo by Jakub Pabis