Sheffield council says AI could be behind care complaints rocketing

Sheffield City Council recorded 317 new adult social care complaints in 2025/26, up 79 per cent from 177 the previous year. A report to councillors says wider use of AI may have helped people prepare detailed complaints, but stresses the increase should not be taken as evidence that service quality has worsened.

The report also points to greater awareness of the right to complain and improved access to complaint channels. Common concerns included delays, care quality and staff conduct; the average response time was 40 working days, 11 fewer than the year before. The council logged 161 remedies, including 106 apologies, and 22 compliments about staff and support.