Recurring concern
Unreliable communication access for people requiring support
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Request correctionFirst reported 10 Jan 2019•Latest report 10 Apr 2025
What this concern includes
Includes failures in support-service arrangements for contacting or being contacted by people requiring support, including overly restricted care-planned communication options, unavailable telephone contact and failure to provide suitable alternative channels when the person's circumstances require them.
Not included
- Excludes generic communication, staffing or resource deficiencies unless they directly make support-service contact methods unavailable or unsuitable.
- Excludes failures limited to appointment scheduling, referral processing or clinical treatment after communication has been established.
- Excludes communication processes for unrelated recipients or settings where people requiring support are not the intended service users.
- Excludes neutral descriptions of preferred communication methods without an identified safety deficiency.
- Reports
- 13
- Individual concerns
- 13
- Date range
- 2019–2025
- Stated actions
- 23
Distinct published reports
A report can raise multiple concerns
First to latest report issue date
Described in published responses
Reports over time
Reports over time
Reports about this concern issued each year.
* 2026 is projected from reports observed to 7 Sep 2026.
Most frequent recipients
Most frequent recipients
Reports about this concern sent to each recipient.
Concerns and responses across reports
Only concerns grouped under this recurring concern are included. Select any concern, action or position to view the source wording.
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Concerns raised1
Failure to provide service users and support networks with service-change information and current contact details
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
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Action
Provide alternative team and crisis contacts through staff email footers, shared communication channels, voicemail messages and the Trust website.
Stated by South West London and St George'S Mental Health NHS Trust
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Concerns raised1
Failure of suicide prevention contact numbers to provide continuous access to someone able to speak with callers
This report raised 3 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.3
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Action
Recruit staff to improve Sussex Mental Health Line capacity.
Stated by Sussex Partnership NHS Foundation Trust -
Action
Change Sussex Mental Health Line working patterns to improve call accessibility.
Stated by Sussex Partnership NHS Foundation Trust -
Action
Improve Sussex Mental Health Line productivity to address demand and unanswered calls.
Stated by Sussex Partnership NHS Foundation Trust
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
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Position
A range of accessible community and crisis options, rather than improved helplines alone, is considered sufficient to provide local support 24/7.
Stated by Sussex Partnership NHS Foundation Trust
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Concerns raised1
Lack of accessible and reliable means for service users on unescorted leave to contact the facility
This report raised 3 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
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Action
Implement a Section 17 leave contact card giving patients key numbers for NHS 111, 999, the Crisis Team and their ward.
Stated by The Trust
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Concerns raised1
Failure to adapt patient contact methods to known communication needs
This report raised 10 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.2
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Position
No further difficulties need to be overcome in the referral pathway into secondary mental health services.
Stated by Cornwall Council
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Position
The Integrated Care Board is expected to respond to concerns about the specific care provided.
Stated by Department of Health and Social Care
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Concerns raised1
Failure of public service contact arrangements for people without a stable address
This report raised 6 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
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Action
Continue supporting night shelters through training resources, high-quality accommodation requirements and specialist outreach roles funded through the Rough Sleeping Initiative.
Stated by Ministry of Housing, Communities and Local Government -
Action
Support NICE guidance improving access to coordinated, multidisciplinary health and social care for people experiencing homelessness.
Stated by Department of Health and Social Care
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
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Position
Health-related concerns are led by DHSC, with DHSC and Manchester Integrated Care Board providing a separate, more detailed response.
Stated by Ministry of Housing, Communities and Local Government
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Concerns raised1
Failure to act on requests to direct communication through a nominated person
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.4
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Action
Conduct an end-to-end review of the appointee process, including digital solutions, legislative changes, guidance, colleague capability and review timescales.
Stated by Department for Work and Pensions -
Action
Add a Universal Credit account banner displaying recorded explicit consent and its currency.
Stated by Department for Work and Pensions -
Action
Deliver an explicit consent information campaign, including intranet dissemination, training videos, colleague training and effectiveness assessment.
Stated by Department for Work and Pensions
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Action
Update and disseminate consent and disclosure guidance to permit explicit-consent review periods of up to six months where appropriate.
Stated by Department for Work and Pensions
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Concerns raised1
Unavailability of services that can be called to discuss a person's mental state
This report raised 2 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
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Concerns raised1
Lack of alternative contact arrangements during Care Coordinator absence
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
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Action
Implement sickness-absence cover arrangements through the Revised Policy, including patient notification, alternate support, duty-worker escalation, home-visit cover and caseload allocation.
Stated by NAViGO Health and Social Care CIC -
Action
Continue operating the Revised Policy and maintain audited processes for informing new and existing staff about sickness-absence cover arrangements.
Stated by NAViGO Health and Social Care CIC
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Concerns raised1
Unavailability of telephone communication for people requiring support
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
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Action
Seek updated automated communication routes for the service, such as text appointment reminders.
Stated by Adferiad Recovery Ltd
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
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Position
Routine telephone calls were not undertaken because administrators lacked therapeutic skills and using therapists would increase service pressure and waiting times.
Stated by Adferiad Recovery Ltd
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Concerns raised1
Failure to provide an accessible alternative contact when a personal advisor or social worker is unavailable
This report raised 1 other concern. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.3
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Action
Advise young adults immediately when their allocated Personal Advisor is off long-term sick, providing the Team Manager’s name and Duty contact number.
Stated by Kent County Council -
Action
Require the relevant staff member to add a mobile-phone voice message identifying whom to contact during their absence.
Stated by Kent County Council -
Action
Ensure an out-of-office email reply is added when a staff member is absent on a long-term basis.
Stated by Kent County Council
Data last updated 7 September 2026