CMA’s final report on care homes

Posted on December 28th, by geoff in Caring Times. Comments Off on CMA’s final report on care homes

‘System is unsustainable without extra funding’

At the end of November the Competition and Markets Authority (CMA) published its final findings following an extensive review of whether the care homes sector is working well for older people and their families.

The CMA’s headline finding is that the current system for providing care is not sustainable without additional funding, with the CMA’s financial analysis of the sector identifying a funding shortfall of £1bn a year across the UK because councils are paying fee rates for the residents they fund which are below the costs care homes incur. This has led to care homes propping up their finances by charging higher prices to those who pay for their own care (self-funders). On average, self-funders’ fees (c.£44,000 per year) are around 40% higher than those paid by councils.

The CMA report says that, beyond the challenges of continuing to meet existing needs, the sector must grow substantially as the population ages. However, uncertainty about future funding, including whether council fees will cover the full costs of care, means that there is not enough investment in new accommodation for council-funded residents.

The CMA report said that, while many people choose care homes during an emotionally traumatic time, the basic information and support needed was often not available to help them navigate the system and make informed choices. The CMA also says there needs to be greater protection in place for people in care homes.

“Residents and their families often find it difficult to raise concerns or make complaints, and the systems for redress and feedback need to be improved,” says the report.

“There is also too great a risk of residents being treated unfairly, and in breach of their rights under consumer law.”

Examples of the CMA’s concerns include where homes are not being clear enough up front about their prices or terms and conditions, do not protect residents’ deposits effectively against the risk of insolvency, are not fair when asking a resident to leave or when they ban visitors.


As a result, the CMA says it will take direct action under consumer protection law, and has also made a range of recommendations to government and others. These include taking enforcement action and raising concerns with some care homes. This is to ensure they are complying with consumer protection law.

The CMA is currently focusing on where homes are charging large upfront fees that it says are not fair or transparent, and charging families for extended periods of up to four weeks after a resident has died. It opened an investigation into these issues in June, and has now written to certain care home providers raising its concerns and requiring they make the necessary changes to their business practices and contract terms.

The CMA will also be consulting on new guidance on fees charged after a resident’s death, along with separate, wider guidance for care homes on the standards of behaviour that they should be meeting to comply with consumer law. It will expect all care homes to start reviewing their practices now in the light of its findings, and where necessary make changes.

“If we continue to find non-compliance, homes risk enforcement action,” the report warns.

Long-term planning and oversight

For sufficient new care homes to be built, the CMA says planning and commissioning by councils must improve to give investors greater confidence in the funding environment.

“Without this, the sector will not be able to provide the extra capacity needed to meet the predicted increase in demand,” says the report. The CMA has called for an independent body to oversee and support planning at a council level in England and Northern Ireland; in Scotland and Wales, the steps that have already been taken should be kept under close review.

Better support for families and prospective residents

The CMA says care homes must systematically provide better information on key factors such as the costs of their services and clearly set out for people their entitlements and the choices involved. The recommends that relevant departments of all the national governments should work with the NHS, councils, care homes and the charitable sector to provide more support to prospective care home residents and their families.

Complaints procedures

The CMA wants providers to put in placer more effective consumer protections for residents and easier complaints processes.

“The vulnerability of residents means they are less able to challenge unfair contracts and practices. Regulators should therefore take a greater role in protecting them, helping to ensure care homes meet their consumer law obligations, and ensure they are held to account where necessary. It is essential that there are effective systems in place for people to complain and, where necessary, have concerns about charges and services acted upon.”

CMA chief executive, Andrea Coscelli, said the simple truth was that the system could not continue to provide the essential care people needed with the current levels of funding.

“Without substantial reform to the way that councils plan and commission care, and greater confidence that the costs of providing care will be covered, the UK also won’t be able to meet the growing needs of its ageing population,” said Mr Coscelli.

“It is essential that residents and their families can make informed choices, understand how these services will be paid for, and be confident they will be fairly treated and able to complain effectively if they have concerns. We are now calling on care homes, councils and government bodies to help people navigate what can be a confusing system.

“Of all people, it is especially important that care homes residents are treated fairly and have the full protections of consumer law. We will be taking steps to assist care homes in understanding their obligations, but we are also taking enforcement action now on some issues where we believe the law is being broken.”

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