Residents using adult social care services in St Helens report strong satisfaction, with year-on-year improvements in areas such as safety, independence, and access to information, according to the 2024–2025 Adult Social Care Survey.
Positive survey findings
St Helens Borough Council released the survey results, showing high satisfaction levels among residents who use care and support services. The national survey, mandated by the Department of Health and Social Care, measures service user experiences, focusing on outcomes such as quality of life, safety, and independence.
Conducted between January and February 2025, the survey was sent to 3,090 adult social care users, with St Helens surpassing the average response rate of its statistical neighbours. It asked about experiences with services, quality of life, safety, independence, choice and control, health, and access to information.
In the context of low overall satisfaction with adult social care in England, around 13% according to the British Social Attitudes survey, St Helens’ results stand out as particularly positive. They align with the council’s recent Good rating from the Care Quality Commission (CQC) in May 2025, which praised the council’s understanding of local needs and collaborative approach with partners, including NHS Cheshire and Merseyside Integrated Care Board.
Council response
Councillor Andy Bowden, cabinet member for Adult Social Care & Health, said: “These survey results are extremely encouraging and reflect the dedication of our workforce, our partners, and the people we support. The findings show a consistent picture of a service that is improving, listening, and delivering for residents—complementing our Adult Social Care Strategy, ‘Enabling People to Live Healthier, Happier Lives (2024–2027).’”
“We are pleased that so many local people feel safer, more in control, and well supported by the care they receive. We are committed to being a council working with you, for you, and these results demonstrate the real progress we are making together.”
The strategy, launched in 2024 with input from over 300 residents, carers, and staff, emphasises strength-based practices to promote independence and reduce reliance on intensive support. Around £70 million is allocated annually to serve approximately 38,500 older adults, many living with long-term needs or dementia. The approach supports the wider St Helens Borough Strategy 2021–2030, prioritizing health and community care amid rising demand and cost-of-living pressures.
Satisfaction with care services
- Overall satisfaction: 92.7% of service users said they were satisfied with the support they receive, up from 87.8% last year, exceeding England, North West, and statistical neighbour averages.
- High satisfaction: 73.9% reported being very or extremely satisfied, significantly higher than national and regional results.
Targeted efforts to personalise care, including accessible advice and urgent support through the Contact Cares service, were highlighted in the CQC report.
Quality of life
- Positive ratings: 62.1% rated their quality of life as good, very good, or so good it could not be better, broadly in line with national averages.
- Impact of services: 94.4% said care and support services improved their quality of life—three percentage points above national and regional figures.
The strategy’s focus on enabling healthier lives through technology such as assisted living aids contributes to these gains.
Choice, control, and daily life
- 69% of residents said they had enough choice in the support they receive, above the national average.
- 81.3% reported adequate control over their daily life, reflecting improved autonomy.
Access to information and advice
- 74% of residents who sought information found it easy or very easy to access, an increase of six percentage points from last year.
- Improved access supports the CQC’s commendation of St Helens’ seamless front-door services.
Social contact and loneliness
- 77.8% reported sufficient social contact, above national averages.
- Only 5.8% felt socially isolated, and 7.9% reported feeling often or always lonely, down from 11.1% last year.
Community partnerships are credited with supporting social connections and addressing wider care challenges.
Safety
- 74.2% felt as safe as they wanted, up from 67% in 2023–2024, surpassing national comparators.
- Improvements are linked to safeguarding efforts and integrated health collaborations.
Health and daily activities
- 33% of residents rated their health as good or very good, lower than elsewhere.
- 72.6% said they could spend time on activities they value, up from 65.7% last year, exceeding national and regional averages.
Despite local health disparities, including declining life expectancy linked to food poverty, residents report improved independence and meaningful engagement.
Homes and support
- 56.1% said their homes were well designed to meet their needs.
- 87.3% received regular practical help.
- 47.1% said they or their families purchased additional care, down from 52.3% last year, suggesting growing confidence in council-provided services.
St Helens Borough Council supports more than 3,800 adults with long-term social care needs, alongside 3,850 residents living independently. The survey results highlight a service attentive to user voices and poised to build on its Good CQC rating, supporting continued well-being improvements.
