ICO highlights systemic failures in public access to care records and launches new campaign to drive improvements
The Information Commissioner’s Office (ICO) has warned that people trying to access their care records are being systematically failed, citing widespread delays, poor communication, and significant gaps in information. Referencing its February–April 2024 review, the ICO notes that 71% of individuals experienced poor communication from their local authority, 69% said the process took longer than expected—with some still waiting up to sixteen years—and 87% were left with questions or concerns even after receiving their records. In response, the ICO has launched its Better Records Together campaign, issuing new standards for organisations, clear advice for people requesting records, and a UK-wide supervision pilot monitoring 19 bodies throughout 2025/26. The ICO has also warned senior leaders that failure to improve may lead to regulatory action, highlighting recent enforcement steps including an enforcement notice issued to Bristol City Council and an £18,000 fine imposed on Birthlink for destroying thousands of records. The campaign aims to provide practical resources to improve how care records are handled, from supporting people entering the care system to helping organisations respond lawfully and sensitively to record requests.