Care Inspectorate Wales concludes assurance check of Wrexham County Borough Council adult social care services

We have recently completed an assurance check of Wrexham County Borough Council's adult social care services. The check took place between 27 April and 1 May 2026 and assessed the local authority's performance in exercising its statutory duties and functions in line with legislation.

We found a service with committed leadership, a generally stable workforce, and meaningful progress in a number of areas. However, people's experiences remain inconsistent, and there are areas where improvement is needed.

Key strengths identified

Person-centred practice is a genuine strength. Practitioners demonstrate a clear commitment to understanding what matters to people, and in the strongest examples, records reflect people's perspectives using clear, person-centred language. Most practitioners know people and families well and adapt support when needs or circumstances change.

Preventative services have developed well. The Rapid Discharge Service supports people to return home promptly, and the Progression Team provides targeted interventions that promote independence and reduce reliance on longer-term services. The local authority has also achieved a sustained reduction in occupational therapy waiting times over a two-year period, and has been awarded WHO Age Friendly Community status, reflecting a wider commitment to helping people live well in their communities.

Safeguarding arrangements are largely robust. Multi-agency working is effective, decision-making is timely, and the safeguarding team is described by practitioners and partners as approachable and accessible. In 2024–25, the local authority completed 81% of standard Deprivation of Liberty assessments within the statutory 21-day timescale, placing it among the higher-performing authorities in Wales.

Areas for improvement

Despite these strengths, people's experiences are not consistent enough. Our survey found that only 65% of people feel listened to and 68% feel treated with dignity and respect. Many people report poor communication, delayed responses, and a lack of clear written information about their care and support. This limits their ability to make informed decisions and exercise choice and control.

Recording quality is variable. 'What Matters' conversations are not always reflected consistently across assessments, care plans and reviews, meaning people's priorities are not always visible in decision-making.

Delays in accessing care and support remain a concern across several service areas. Sustained demand and limited capacity have led to longer assessment times, particularly for people with more complex needs. Workforce capacity pressures and a lack of clarity in roles and pathways, particularly within the Single Point of Access, continue to affect how services operate.

Performance management and quality assurance arrangements need strengthening, with gaps in data and oversight limiting the local authority's ability to measure its impact and drive improvement. Advocacy provision requires a more consistent approach, and safeguarding outcomes are not always communicated clearly to practitioners and individuals as required.

Next steps

We have asked Wrexham County Borough Council to consider the areas identified for improvement and take appropriate action. We will monitor progress through our ongoing performance review activity, and a further assurance check will be scheduled within 24 months.

The full findings letter is available on our website.