I want to provide feedback

How did we do?

We always aim to improve our adult care and support services. To achieve this, your feedback is vital. Completing our online service feedback form is one of the quickest ways to do this.

Complete the adult care and support feedback form

You can ask your social care practitioner for a hard copy too.  

We know that sometimes things can go wrong. If they do, we want to hear from you so that we can put them right and learn from what has happened.

Comments, compliments or complaints 

If you are not happy with a service we provide, in the first instance, please speak to one of the managers in the team supporting you, to see if they can resolve your concerns. 

If they cannot address your feedback, visit our comments, compliments or complaints page for a range of options.

Adult social care survey

Every year, the council sends out the national Adult Social Care Survey to find out what people think of adult social care services, what we are doing well and how we can improve. Every local authority in the country sends out this survey.

Last year, response rates in some areas of the community were lower than we would wish. We met with local community and faith groups to promote the survey and advertised the survey in a range of community settings. As a result, we have seen a small increase in the number of people completing the survey. However, we will continue to strive to better understand the experiences of our minority communities and will be working with community partners and the wider third sector to understand the barriers to completing the survey.

Your feedback on services is important to us, so we would strongly encourage you to complete the survey if you receive a copy in January 2026.

We will also be sending out the Survey of Adult Carers in December 2025 and would encourage carers to complete the survey, to ensure that your voice is heard.

What we do with your feedback

Both the Adult Social Care survey and the survey of adult carers help us to identify areas we can improve to ensure we are providing the highest-quality service to our residents.

In 2022/3, 35% of people completing the survey said that they did not find it easy to locate the information and advice which they required. As a result, we have updated our website pages and worked in partnership with Tower Hamlets Connect to make it easier for people to find what they need. As a result, 70% of people responding in 2024/5 said that they found it easy to find the information which they required.

We also worked in partnership with unpaid carers and Tower Hamlets Carers Centre to ensure that information available on the Tower Hamlets Connect information portal and our website met their needs.

In line with our ‘Prioritising People’ practice framework, we always try to work in partnership with individuals and their families to maximise their independence and to focus on what matters to them. 78% of those who completed the survey confirmed that they felt that they had control over daily life. However, it was apparent that men felt that they had more control over daily life than women. We will be seeking to explore the reasons behind this further.

It was also positive to note that the number of people who felt safe increased for the first time in four years. This shows the impact which a number of Community Safety initiatives have had in making people feel safe and how we have listened to feedback provided.

Another example of how we have responded to feedback is around the number of people aged 65+ who feel that they have as much social contact as they wish. In 2023/4 only 29% of people, responded positively. We have continued to work with voluntary sector partners through the Connection Coalition and the ‘Just say Hello’ campaign to ensure that people are aware of opportunities available within the community and this year have seen an increase to 35% of people who felt that they had as much social contact as they wish.

We will be relaunching the ‘Just say hello’ campaign in early 2026 and will continue to look at ways of increasing opportunities for social contact for older people.

Adult Social Care Survey 2026 and Survey of Adult Carers 2025

The next Survey of Adult Carers will be sent out at the end of 2025, followed by the Adult Social Care Survey which is due to go out at the start of 2026. More survey responses mean we can get a more accurate picture of how we are doing, which helps us to create an action plan for how we deliver our services.

If you access adult social care services or care for someone in Tower Hamlets, you will receive the survey in the post. Your opinions matter to us - please complete the survey and return it to us so we can continue to improve.