This page provides an overview of social care in Sutton, along with key metrics that could affect social care. Understanding these metrics is important because they help contextualise the challenges with social care provision in each local authority. These statistics are important to keep in mind when reviewing the other pages.
Why are these metrics important? Population size and density can affect the demand for social care services. For example, if a local authority has a high population (relative to other areas), it may need to allocate more resources to meet care needs. Similarly, areas with high population density may require more care services due to the increased number of people living in close proximity. Inversely, areas with a low population density may have fewer care needs, but residents may face challenges accessing services due to the distance between them. Lastly, people in rural areas might live further away from services, which can impact their ability to access care, or make it more expensive to provide.
Understanding these metrics can help local authorities plan and allocate resources effectively.
Deprivation decile is a measure of the level of deprivation in a local authority. It is calculated by ranking areas in England from 1 (most deprived) to 10 (least deprived) based on factors such as income, employment, education, and health. A higher decile indicates lower levels of deprivation, while a lower decile suggests higher levels of deprivation. Understanding deprivation levels can help local authorities identify areas that may require additional support and resources to address social care needs.
Deprivation rank is a measure of the relative deprivation of a local authority compared to other areas in England. It is calculated by ranking areas from 1 (most deprived) to 32,844 (least deprived) Lower Layer Super Output Areas (LSOA), which can be thought of as “small areas”. This rank is based on factors such as income, employment, education, and health. A lower rank indicates higher levels of deprivation, while a higher rank suggests lower levels of deprivation. Understanding deprivation ranks can help local authorities identify areas that may require additional support and resources to address social care needs.
Many people want care, some receive care, but a significant number go without. What types of care are being requested? What care is actually provided? This section explores the gap between need and provision, the types of care available, and how our own data contributes to the understanding of these challenges.
Access Social Care and other Helplines providers are working to bridge this gap by providing free legal support to people who are struggling to access social care services. This first chart illustrates the types of calls we are getting.
The rest of this page distingushes between the different types of care provided to Working Age People and Older People, as we are able to disaggregate at a greater level of granularity.
Note: these values are a work in progress… expect these numbers to go up
This plot shows a breakdown of the types of requests for assistance received by Access Social Care and other helplines. Understanding the themes of these calls can identify areas where additional support and resources may be needed. For example, a high number of calls related to housing may indicate a need for more affordable housing options, while a high number of calls related to social care assessments may suggest a need for improved access to care services. The request types are:
Assessments: An assessment is a meeting or form to find out what help someone needs with daily tasks.
Care Plan: A care plan is a written agreement that lists the support you’ll get and who to contact if things change.
Carers: Carers are people who help a disabled or ill person with daily tasks.
Charging: Charging refers to checking if you can afford to pay for some of your care based on your savings.
Information Seeking: Information seeking means getting advice about available care options.
Legal Issues and Complaints: Legal issues and complaints involve reporting problems with your care to the council or an ombudsman.
Safeguarding: Safeguarding is protecting people from abuse or neglect.
Of course, high numbers also mean that people know where to call, and this number can be impacted by advocacy efforts. As a counterpoint, areas with low numbers may indicate a lack of awareness of available services or a need for more outreach to connect people with support.
To protect privacy, our minimum bin size is 5, which means that if we field 1-5 queries on a topic, we display 5.
Are you a helpline and would like to combine data resources? Let us know!
Access Social Care casework, AccessAva data, and helpline partner submissions
Working Age People
Knowing how many people are requesting social care, how many people are recieving care and what percent of people are disabled helps understand need and social care provision at a top level. For example, a high number of people requesting care may indicate a need for additional resources or services, while a low number of people receiving care may suggest a gap in service provision. Understanding these metrics can help identify areas where additional support may be needed.
MW was diagnosed with Functional Chronic Pain, she cannot walk without support, she holds on to her furniture to move around the house. She uses a wheelchair, especially when she goes out, with support from friends and family. She lives on second floor with 5 flights because of the way the building is designed and there is no lift. She never goes out because of the difficulties she experiences with the stairs. She needs help with cooking, cleaning, shopping and showering. She relies on friends and her mum who has knee replacement.
She was referred by the Social Prescriber who referred her onto also referred her to Croydon Adult Support, they told her they are short of staff to allocate her a social worker, so she was placed on a long waiting list. MW case still hadn’t progressed until the Social Prescriber, who had been recently trained on the Care Act, referred her to Access Social Care’s free legal Chatbot letter clinic.
The legal clinic volunteer completed a letter to Croydon Council with MW within a week which was sent to Adult Social Services. Access Social Care then called her after two weeks to complete a follow up survey. MW informed them that she had had an assessment and was waiting to hear back from Croydon following the panel meeting. Social Services has now done the assessment after which the panel offered MW 9 hours of social care support.
This case study is based on real data from Croydon. Have a story to tell? Let us know, and we might display it here!
This plot shows the types of care provided to working-age people in Sutton. Understanding the types of care available can help local authorities identify areas where additional support and resources may be needed. For example, a high number of people receiving personal care may indicate a need for more support with daily living activities, while a high number of people receiving respite care may suggest a need for additional support for carers.
ASCFR and SALT Data Tables 2023-24 Sheet T34
An age-standardised rate of 15.3 % of residents say they are disabled, below the England average of 17.6 %. Sutton is less deprived than most areas (mean deprivation decile 7.1) and has few rural places. These two facts often link with better general health and so with fewer people reporting a disability.
In 2024 there were 1,325 requests for help from working-age adults. This is 628 requests per 100,000 people, only a little over half of the national rate of 1,143 per 100,000. Fewer disabled residents will partly explain the gap, yet it may also show that people find other ways to meet their needs, for example through informal support or good local services such as public transport. High population density (4,781 people per square kilometre) makes most services easy to reach, which can cut formal requests. The council should still ask whether anyone is missing out because they do not know how to ask for help.
During 2024, 970 adults under 65 received long-term support. This equals 459 people per 100,000, below the England mean of 533 per 100,000. The pattern matches the lower disability rate and lower demand seen above. A closer look shows:
Nursing care is used by 9.5 per 100,000, versus 13.8 nationally. Residential care stands at 61.6 per 100,000, almost the same as the England figure (60.6). Community support paid fully by direct payments is near the national norm (118.4 vs 122.2). Part direct payments are slightly higher (56.8 vs 47.9), while council-managed personal budgets are lower (213.1 vs 266.7).
This mix hints at local preference for some joint control over care (part direct payments) rather than leaving all decisions to the council. It may reflect a confident, less deprived population who feel able to share responsibility for planning support.
Seven small categories track people who want advice, for example on charging or safeguarding. All rates sit close to national means, with only minor differences. This suggests Sutton’s information routes are as visible as elsewhere. Slightly higher use of advice on part-payments may link to the higher take-up of part direct payments noted above.
Sutton’s lower share of disabled residents feeds through to lower use of formal care. Good health is likely helped by relative affluence and easy access to urban services. Where people do need help, they seem to favour community settings and some personal control. The council could build on this by widening flexible support packages and making sure information on direct payments stays clear.
Population is slowly rising, from 208,500 in 2019 to 211,100 in 2023, so even with a low disability rate the absolute number of disabled residents will grow. Keeping demand manageable will depend on early help, strong community links and continued attention to equal access. Monitoring for hidden need is key, as low request rates might mask people who do not yet come forward.
✨ ✅ ❌Older People
Just like with Working Age people, knowing how many older people are requesting social care, how many people are recieving care and what percent of the population is 65+ helps understand need and social care provision at a top level.
Jamaican female, blind and in her 40s. She was in an emergency Bed & Breakfast with her Niece, who acts as her unofficial carer, she is unable to work but would like to go to University. She is receiving PIP but not the Daily Living Allowance which she applied for in June 2021. She is vulnerable and has a history of self harm so was assigned a rehab Support Worker. Vanessa supported her using the Chatbot to chase up her PIP Daily Living allowance application, after waiting for several months and they received a reply within a week but was awarded the lower rate.
Another Chatbot letter was sent to request an urgent assessment due to her vulnerability and this was action quickly by the LA. Vanessa also supported her to use the chatbot and ask the Social worker to be moved to a place that supports her needs and rights. As she was having to use a shared bathroom, toilet and kitchen in a place with drug/alcohol abusers and being blind with no carer, this left her vulnerable. The Chatbot was used again to raise this issue and after a few weeks she was successfully moved to a private property in another area.
This case study is based on real data from Croydon. Have a story to tell? Let us know, and we might display it here!
As above, it is important to see what type of care older people are being provided because it can help explain where additional work is needed.
ASCFR and SALT Data Tables 2023-24 Sheet T34
Sutton has a young age mix when set against England. Only 15 % of residents were 65 or over in 2023, compared with a national figure of just under 19 %. The share has edged up from 15.0 % in 2019 to 15.3 % in 2023, so the upward trend is slow. Overall population rose by about 2 700 in the same period, so the actual number of older residents is also rising, but from a modest base. The borough is dense (4 781 people per km²) and less deprived than average. These facts often shape both the type and the cost of care that councils provide.
In 2024 there were 3 380 requests for adult social care from people aged 65 +. This is 1 601 requests per 100 000 residents, well below the England rate of 2 438. When the smaller older population is taken into account, Sutton still records fewer enquiries: roughly 105 requests for every 1 000 older people, against 132 nationally. Lower demand can reflect better health, stronger informal support, or barriers to asking for help. The advice data for 2025 backs the first thought: needs linked to safeguarding, legal issues and carer stress appear in very small numbers. The main topic is help with charging (5.7 cases per 100 000), close to national use, hinting that cost rather than access is the main concern.
Despite fewer requests, 2 075 older residents were getting long-term support in 2024. That equals 983 per 100 000 population, almost matching the England average of 1 003. In other words, each older person in Sutton has a slightly higher chance of holding a care package than an older person in England as a whole (about 65 packages per 1 000 older residents in Sutton versus 54 nationally). This suggests a strong rate of conversion from enquiry to service or an ability to spot need early, perhaps through good primary care links.
The mix of services is striking. Community-based support paid for by the council and managed as a personal budget stands at 727 per 100 000 residents, well above the national figure of 508. Part direct payments are also higher than average. In contrast, residential placements are far lower (73 per 100 000 compared with 250 for England), and nursing home use is slightly lower. Sutton’s compact geography and lower deprivation make daily home visits easier and may let more people stay in their own homes for longer. The borough appears to invest in personalised, flexible help rather than building-based care.
Growing, though still small, numbers of older residents will keep demand stable rather than soaring in the near term. Current policy that favours care at home seems to fit Sutton’s urban setting and resident profile. However, the council should watch for hidden demand: low request rates might mask groups who find it hard to ask. Ongoing monitoring of outreach, especially in pockets of relative deprivation inside the borough, will help ensure equity. If the older share of the population rises faster after 2025, the strong community model will need larger workforce numbers and robust support for family carers to remain effective.
✨ ✅ ❌When government support falls short, unpaid carers step in to provide care. However, many struggle with burnout, financial pressure, lack of social contact, and a lack of support. This section explores the number of unpaid carers, their increasing workload, and what forms of support are available.
Carers play a vital role in supporting vulnerable adults, often stepping in to provide care when professional services are unavailable or insufficient. The percentage of carers receiving direct payments highlights financial empowerment, the number of carers accessing services reflects local authority outreach, and the number turning to charities underscores unmet needs. Together, these data points reveal systemic strengths and weaknesses: low direct payment uptake may push carers toward charities, while effective services can reduce dependence on charitable support. Understanding these metrics enables targeted interventions to ensure carers receive the recognition and resources they deserve.
Unpaid carers play a crucial role in supporting vulnerable adults, often stepping in to provide care when professional services are unavailable or insufficient. Understanding the number of unpaid carers in a local authority can be complicated. On the one hand, a relatively high proportion might be indicative of not enough being done by the local authority, and/or a strong community. On the other hand, a relatively lower number can mean good service provision, lower need, lower availability to look after family, or a problem with reporting.
Still, understanding the number of unpaid carers is a baseline number that must be considered.
NOMIS NM_2213_1
These values are widely considered to be an underestimate. See this report from Carers UK for more information.
August 2021 - Patient with dementia who lives in a shared lives setting. Carer had been requesting respite from the council since September 2020. Croydon Social Prescriber helped with a referral to the local authority in March 2021. Assessment conducted, with the promise they would come back with support, which did not happen. 25 August, social prescriber used the chatbot to find the right legal wording for the situation. The email was sent at 4.52pm that day. At 5.12pm the council contacted the carer to discuss the respite. This was the impact of one letter, addressed to a senior team.
This case study is based on real data from Croydon. Have a story to tell? Let us know, and we might display it here!
Social contact is important for carers’ well-being, as it can help reduce feelings of isolation and loneliness. Understanding the level of social contact that carers have can help local authorities identify areas where additional support and resources may be needed. For example, a low level of social contact may indicate a need for more social activities or support groups for carers, while a high level of social contact may suggest that carers have a strong support network.
Survey of Adult Carers in England (SACE) - question 11
The type of support available to carers can vary significantly, impacting their ability to provide care effectively. Understanding the types of support available can help identify areas where additional resources may be needed. For example, a high number of carers receiving respite care may indicate a need for more support with caregiving responsibilities, while a low number of carers receiving financial support may suggest a need for additional financial assistance.
ASCFR/SALT Sheet T47
Access to information is crucial for carers to navigate the social care system effectively. Understanding how easy it is for carers to get information can help local authorities identify areas where additional support and resources may be needed. For example, a high number of carers finding it difficult to get information may indicate a need for improved communication and support services, while a low number of carers finding it difficult to get information may suggest that existing services are effective.
Would you like social care information? Try our Chatbot!
Survey of Adult Carers in England (SACE) - question 17
Note: these values are a work in progress… expect these numbers to go up
Access Social Care and other Helplines help people with information, advice, and support related to social care. Understanding the types of calls received by carers can highlight areas where additional support and resources may be needed. For example, a high number of calls related to financial support may indicate a need for more financial assistance for carers, while a high number of calls related to respite care may suggest a need for additional support with caregiving responsibilities.
It is important to note that, just as in the previous section, low numbers of requests might indicate that people don’t know where to get help, don’t feel they can get (or deserve) help, or other outreach problems. This is particularly important because we often work with people where the role of a carer is not recognised, or where the carer themselves does not recognise their role.
Access Social Care casework, AccessAva data, and helpline partner submissions
In 2021 Sutton had about 15,900 unpaid carers, equal to 7,572 per 100,000 residents. The England average was 8,204 per 100,000, so caring appears less common locally. Sutton’s residents are, on average, more affluent and live in a densely populated, largely urban borough. Higher incomes and better transport links may let some households buy in formal care or share tasks among nearby relatives and neighbours, keeping the measured number of unpaid carers down. A slightly younger age profile than many shire areas could also reduce need for informal care.
Only 21 percent of Sutton carers felt they had as much social contact as they wanted in 2024, well below the national figure of 29 percent. Living in a busy borough does not automatically translate into stronger networks; carers may struggle to find time or venues to connect despite the high population density of 4,781 residents per square kilometre. Financial comfort does not necessarily offset this: affluent neighbourhoods can sometimes be quieter during the day, and paid work alongside caring may leave little free time.
Sixty-one percent of carers said it was easy to find information about services, slightly better than the England average of 59 percent. Local signposting seems clear, possibly helped by Sutton’s digital infrastructure and compact geography. Good information, however, has not translated into higher satisfaction with social contact, suggesting that knowledge alone is not enough to tackle isolation.
Use of direct payments for carers in 2024 stood at 42.6 per 100,000 people, only a third of the national rate of 149.9. Support limited to information or advice reached 248.7 per 100,000, again below the England figure of 338.7. For several other categories the council recorded no activity. Lower uptake could mean that many carers do not meet eligibility thresholds, prefer to manage privately, or are unaware of the benefits of formal packages even if the information is available. One recorded case in 2025 under the UT1 heading (0.47 per 100,000 versus 0.75 nationally) hints at very low use of a specialised service, reinforcing the picture of modest engagement with statutory support.
Sutton’s carers population is smaller in relative terms and lives in an area that scores high on the deprivation decile (7.1). Economic security may mask need: carers report poorer social contact than their peers elsewhere and take up fewer formal support options. The mismatch suggests hidden pressure rather than absence of demand. High property costs and employment commitments in the capital region may compound feelings of isolation, as carers juggle paid work and care in a time-poor environment.
The council might therefore focus on low-cost, high-reach interventions: daytime carers’ cafés within libraries, flexible respite that fits working schedules, and targeted promotion of direct payments that emphasises convenience rather than financial need. Monitoring future survey rounds will show whether improved outreach converts good information into higher service use and, ultimately, better quality of life for Sutton’s carers.
✨ ✅ ❌Care providers are essential for delivering social care services, including home care agencies and care homes. The quality of care they provide can vary significantly, impacting the well-being of service users. This section examines the number and types of care providers, their quality ratings, and some of the difficulties of maintaining high standards. Understanding these metrics is crucial for ensuring that vulnerable individuals receive high-quality care.
The number and types of care providers in a local authority can impact the availability and quality of social care services. Understanding the distribution of care providers directly influences people’s ability to get the care they need.
The Care Quality Commission (CQC) rates care providers based on their quality of care, safety, and effectiveness. Understanding the quality ratings of care providers can help local authorities identify areas where additional support and resources may be needed. For example, a high number of care providers with low ratings may indicate a need for improved training and support, while a high number of care providers with high ratings may suggest that existing services are effective.
Framework rates are the agreed prices that local authorities pay care providers for social care services, such as home care and residential care. These rates are crucial because they determine the affordability, availability, and quality of care in a city. If rates are too low, providers may struggle to sustain services, leading to workforce shortages, poor care quality, and limited access for those relying on council-funded care.
Understanding framework rates helps assess whether local authorities are adequately funding social care, ensuring fair pay for care workers, and maintaining a sustainable care market that meets residents’ needs.
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Several providers are finding it increasingly difficult to stay in business, and sometimes several providers collapse at once. For example, when pay rises are approved without consultation and effective immediately, providers may not be able to afford to pay their staff. This can cause a chain-effect which leads to collapse in the market, and a lack of care for those who need it.
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Workforce turnover rate is a measure of the number of staff leaving a care provider over a specific period. High turnover rates can indicate issues with staff retention, such as low pay, poor working conditions, or lack of training and support. Understanding workforce turnover rates can help local authorities identify areas where additional support and resources may be needed to improve staff retention and ensure high-quality care services.
NOTE: This data series is based on regional data
Staff retention is crucial for maintaining high-quality care services. Understanding the challenges faced by care providers in retaining staff can help local authorities identify areas where additional support and resources may be needed. For example, a high number of care providers struggling to retain staff may indicate a need for improved training and support, while a low number of care providers facing retention challenges may suggest that existing services are effective.
This dataset describes the results of a survey asking care providers about their challenges in retaining staff.
NOTE: This data series is based on regional data
Workforce_survey_data_tables, Tab 6_2
Vacancy rate is a measure of the number of unfilled positions within a care provider over a specific period. High vacancy rates can indicate issues with staff recruitment, such as low pay, poor working conditions, or lack of training and support. Understanding vacancy rates can help local authorities identify areas where additional support and resources may be needed to improve staff recruitment and ensure high-quality care services.
Recruiting staff is essential for maintaining high-quality care services, and for backfilling staff when they leave. Understanding the challenges faced by care providers in recruiting staff can help local authorities identify areas where additional support and resources may be needed. For example, a high number of care providers struggling to recruit staff may indicate a need for improved training and support, or can point to a systemic problem, such as low pay, poor working conditions, or not enough people interested in this job type.
Staff recruitment is important as it’s one of the areas that have levers to pull outside of social care, for example, by changing how many visas are awarded to social care workers.
NOTE: This data series is based on regional data
Workforce_survey_data_tables, Tab 6_2
Sutton has 49 community-based adult social care services and 69 residential care homes. The borough’s population is about 211,000, smaller than the average local authority but very dense at 4,781 people per square kilometre. When the figures are set against population size, Sutton offers roughly 23 community services and 33 residential homes per 100,000 residents. Across England the equivalent supply is about 17 and 25 per 100,000. Sutton therefore gives its residents more choice of provider than is typical, even though the raw counts look lower than the national mean.
The high density of Sutton makes short travel times possible, so slightly fewer sites can cover many people. However, the per-capita surplus suggests that residents still enjoy good physical access to care. Sutton is also less deprived than average, which may encourage independent operators to enter the market because fee income is more predictable.
Only 8.4 % of Sutton’s services are rated “requires improvement” or “inadequate”, compared with 16.8 % nationally. A larger pool of providers, coupled with a relatively affluent client base, may give managers freedom to invest in staff training and facilities, helping them meet regulator standards. Good inspection outcomes reduce the risk that residents have to move because of enforcement action, which is especially important in a borough with limited spare land for replacement homes.
Staff turnover in 2023/24 is 19 %, almost identical to the national rate. Managers report that 56 % find it more or much more difficult to keep staff, lower than the England figure of 68 %. These are positive signs, yet the vacancy rate stands at 13.6 %, well above the national 8.4 %. One explanation is competition from other London sectors where wages may rise faster. While employers can usually persuade staff to stay, they struggle to fill new or expanded posts. Recruitment is described as challenging by 68 % of providers, still better than the national 79.8 % but high enough to restrict growth.
The borough seems to balance high provider density and good quality against a tight labour market. Because Sutton is urban and relatively prosperous, demand can be met by a mixture of private and voluntary providers, limiting pressure on the council. Good Care Quality Commission ratings may also help staff retention, as workers prefer well-run settings. Conversely, the elevated vacancy rate shows that quality alone cannot offset housing costs and transport fees faced by potential recruits.
Maintaining the current service mix will depend on easing recruitment bottlenecks. Targeted housing or travel subsidies, joint training with local colleges, and faster international recruitment checks could help. Continued support for quality improvement should remain a priority, because strong inspection results appear to reinforce both resident confidence and workforce stability. Finally, monitoring population growth—steady but not rapid—will ensure that provider numbers stay aligned with local need without diluting quality.
✨ ✅ ❌Historically, hospital delays have been due in large part, to the inability to discharge patients into social care. We no longer have DTOC data, but we can still look at the number of hospital delays and the number of facilities requiring improvement.
CQC, as the regulator of health and social care services in England, is beginning to rate Local Authorities on their social care provision. Understanding the CQC rating of a local authority should be used as the most official evaluation of service care provision. For example, a low rating may indicate a need for improved service delivery, while a high rating may suggest that existing services are effective.
Hospital delays can have a significant impact on patient care and outcomes, and are in large part the result of not having invested sufficiently in social care. Understanding the number of hospital delays in a local authority can be a sympthom of a poorly working social care sector. For example, a high number of hospital delays may indicate a need for improved discharge planning and coordination, not enough places to discharge people to, lack of sufficient staff to assess patients, or a lack of care providers.
Discharge-Ready-Date-monthly-data-webfile-November-2024, Tab UTLA Acceptable
This metric illustrates how long patients are delayed in hospital before being discharged. Higher average delays mean that patients are spending more time in hospital than necessary, which can lead to increased costs, reduced bed availability, and poorer patient outcomes. This also means that the beds are not available for people that might desperately need them for life-saving procedures.
Discharge-Ready-Date-monthly-data-webfile-November-2024, Tab UTLA Acceptable
Delayed Transfer of Care (DTOC) refers to the time between a patient being declared medically fit for discharge and actually leaving the hospital. Understanding the number of DTOCs in a local authority can help identify precisely where the social care system is failing.
Unfortunately, this dataset is no longer being generated.
Reablement is a short-term service that helps people regain independence and confidence after a period of illness or injury. Understanding the number of people receiving reablement services can help local authorities identify areas where additional support and resources may be needed. For example, a high number of people receiving reablement services may indicate a need for more support with daily living activities, while a low number of people receiving reablement services may suggest that existing services are effective.
Coming soon!
Service user satisfaction is a key indicator of the quality of social care services. Understanding service user satisfaction can help local authorities identify areas where additional support and resources may be needed. For example, a low level of service user satisfaction may indicate a need for improved service delivery, while a high level of service user satisfaction may suggest that existing services are effective.
It is important to note that the people surveyed are already receiving service care. Notably absent are all the people that are not yet lucky enough to be receiving care.
Personal Social Services Adult Social Care Survey, question 1
Access to information is crucial for people using social care services to navigate the system effectively. Understanding how easy it is for people to get information can help local authorities identify areas where additional support and resources may be needed. For example, a high number of people finding it difficult to get information may indicate a need for improved communication and support services, while a low number of people finding it difficult to get information may suggest that existing services are effective.
Would you like social care information? Try our Chatbot!
Personal Social Services Adult Social Care Survey, question 13
An ombudsman is a person who has been appointed to look into complaints about companies and organisations. The number of cases received and decided by the Ombudsman is important because it provides insight into the volume of complaints about a local authority’s social care services and how effectively these complaints are being addressed. The number of cases received indicates the level of dissatisfaction or systemic issues within a council’s care provision, while the number of cases decided shows how efficiently the Ombudsman is processing and resolving complaints. A large gap between the two may suggest delays in complaint handling, leaving individuals waiting.
It is important to note that contacting the Ombudsman is widely considered a last resort, often discouraged, and sometimes penalised.
The data show that almost every Sutton resident who leaves hospital is discharged to a provider judged acceptable by the Care Quality Commission (99.6 %), noticeably above the national benchmark of 89 %. This suggests strong links between the borough and well-rated trusts, an arrangement that should support safe continuity of care. Yet 19.1 % of discharges are delayed, far higher than the England average of 12.3 %. Each delayed person waits, on average, 1.65 days compared with 0.7 days nationally. Taken together, the figures point to a quality gap that sits not with the choice of provider, but with the flow of patients through the system. Sutton’s hospitals serve a densely populated area—4 781 people per km², almost double the national figure—so bed turnover is under constant pressure. Even a small absolute rise in admissions can quickly stretch local step-down services and community support, which in turn lengthens discharge times.
Satisfaction with care and support is reported by 61.8 % of respondents, slightly below the England rate of 64.7 %. Although the difference is modest, it is notable in a borough that is, on average, less deprived (Index of Multiple Deprivation decile 7.1) and therefore might be expected to record higher satisfaction. The finding that 55.8 % of people feel it is easy to locate information about services—well beneath the national 68.2 %—offers one explanation. In a compact urban setting such as Sutton, residents often have multiple providers within easy reach; paradoxically this variety can make the system harder to navigate, especially for older people or new carers.
Ombudsman data are available only per head. Sutton recorded 3.32 complaints received and 2.37 decided per 100 000 population in 2024, lower than the England averages of 4.45 and 4.12 respectively. Low complaint rates can signify good performance, but they can also indicate that residents do not know how, or do not feel confident, to raise concerns. The earlier finding about difficulties in finding information reinforces the second interpretation. Making routes to redress clearer could therefore uncover issues that presently remain hidden.
Between 2019 and 2023 Sutton’s population grew by about 1.3 % to 211 000. Growth is slower than the national trend, so demand is likely rising only gradually. The borough’s affluence means that more people may be able to top up public care with private provision, helping keep formal complaint numbers low. However, the same affluence does not appear to translate into higher satisfaction, suggesting that expectations may also be higher.
Reducing delayed discharges should be the foremost priority. Strengthening community reablement capacity and expanding intermediate care beds would ease hospital flow without compromising the current high standard of provider quality. Alongside this, the council and NHS partners need to simplify access points and publish clearer information, so that residents understand what support exists and how to raise concerns. Closing these gaps would likely lift satisfaction scores and could even surface latent demand before it escalates into hospital admissions, completing a virtuous circle of quality improvement.
✨ ✅ ❌We need to understand how much money is being spent on social care, and what this provides. First, let’s look at values reported by local authorities.
Gross Current Expenditure (2023-24) captures the total operational cost of services, indicating overall demand and financial commitment. This includes spending on residential and non-residential care, direct payments, and other social care services. Understanding gross expenditure helps assess the scale of social care provision and financial pressures on local authorities.
ASCFR/SALT Sheet T3
This figure reflects the net cost of social care provision to the local authority, indicating the extent of financial support required to meet service demands. Understanding net expenditure helps assess the financial sustainability of social care services and the commitment level of the local authority.
ASCFR/SALT Sheet T3
Client Contributions, otherwise known as “Charging”, show the extent to which service users offset costs. Understanding client contributions helps assess the financial burden on individuals and the local authority, highlighting the need for fair and equitable funding mechanisms.
It is important to note that not all local authorities charge for social care services, and that charging can be a barrier to accessing care for some individuals.
ASCFR/SALT Sheet T3
Income from NHS reflects external funding and collaboration with the health sector. Understanding NHS contributions helps understand the level of integration between health and social care.
ASCFR/SALT Sheet T3
Budget Cuts indicate financial constraints and potential service reductions. Sometimes, budget cuts are explicit, but other times, they aren’t mentioned directly, making tracking this information difficult to access.
As such, this data is not consistently available for all local authorities.
Access Social Care have made a series of Freedom of Information requests about the government’s own assessment of sufficiency of social care funding. The social care sector is in crisis, yet the government refuses to disclose how it determines funding sufficiency. Without transparency, there is little accountability, no independent scrutiny to improve decision-making, and government trust heavily impacted. Evidence from across the sector indicates a severe funding gap, but without open data, meaningful reform remains impossible. True solutions require honesty about the scale of the problem to then work towards a fair and equitable funding model.
The government appears to know how much money is required for social care, and yet they are not making that known.
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In 2024 Sutton’s gross spending on adult social care is about £94 million. This is equal to £44,352 for every 100,000 residents. The England average is £47,758 per 100,000. Sutton therefore spends a little less than the average when we look at the total money that passes through the service.
After income is taken off, the council’s own net spending is about £87 million, or £41,076 per 100,000 people. This is slightly higher than the national figure of £40,472. In other words, Sutton pays a bit more from its own budget even though the total pot is smaller. The gap appears because the borough receives money from different sources in a different way from most councils.
NHS partners give Sutton roughly £25.7 million, or £12,169 per 100,000 residents. This is well above the England average of £7,878. Strong joint work with the local health service may explain why Sutton can keep total spending down yet still protect council finances. NHS help often supports services that prevent hospital stays, such as re-ablement or community nursing.
Residents themselves pay less than in many areas. Client contributions add up to about £6.9 million, or £3,276 per 100,000. The national norm is £7,286. Because Sutton collects less from service users, more of the final cost rests with the council. Possible reasons include local charging policies, a wish to encourage people to ask for help early, or a client group with assets tied up in homes rather than in cash.
Sutton’s population is a little over 211,000 and is slowly rising. The borough is very dense, with 4,781 people per km², almost double the England average. Dense areas often deliver home care more efficiently, as workers travel shorter distances. Sutton is also less deprived: its average deprivation decile is 7.1, compared with 5.9 for England. Better health linked to lower deprivation may reduce heavy care needs. Both factors help to explain why gross spending per head is below the national figure.
However, living costs in outer London push up wages and running costs, so the council still needs to spend slightly more of its own money. This may lie behind the higher net figure. Strong NHS support also points to deliberate integration, which national policy encourages.
Sutton seems to balance demand, partner income, and council funds fairly well. Lower client charges and higher NHS input ease access and protect residents from high fees. Yet steady population growth means that demand is likely to rise. To stay sustainable, the borough may need to keep the close link with the NHS and watch how much it asks residents to pay. Good data on unit costs and outcomes will help the council show that the present mix of funding gives value for money.
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