A shocking undercover investigation has exposed severe neglect at care homes operated by Lifeways, the UK’s largest provider of supported living for adults with learning difficulties. The report reveals disturbing instances of neglect and degradation within these facilities, leaving vulnerable individuals to fend for themselves without adequate support.
The investigation focused on Connor, 23, who has learning difficulties, bipolar disorder, and autism, all stemming from a rare genetic condition. His mother, Lindsay, became concerned about Connor’s well-being after he went missing from the facility. He was later found almost a mile away from the care home located in Coventry, sparking fear and worry for his safety. "We could tell something was off. He would abscond saying he didn’t want to go back," Lindsay told ITV News investigations editor Daniel Hewitt.
Determined to discover the truth about Connor’s care, Lindsay installed a hidden camera in his room. The footage revealed shocking scenes where Connor was filmed eating food scavenged from a bin for almost an hour, all alone. Despite being designated as one-to-one care, the footage showed staff repeatedly falling asleep on the job, requiring Connor to wake them up with cries of, "wakey-wakey." "I felt sick to my stomach. He is one-to-one care for a reason. That’s my child; the staff should be there looking after him," Lindsay said, expressing her devastation over the neglect.
According to data from the Care Quality Commission (CQC), the situation at Lifeways is alarming. Across 19 locations inspected by the CQC in 2024, 63 percent were rated as 'requires improvement,' the second-lowest rating. The Commission received 366 safeguarding alerts or concerns about Lifeways services, marking a staggering 33 percent increase compared to 2023. Of these alerts, 232 were categorized as safeguarding alerts or concerns.
Another harrowing account came from John Baskin, whose son Steven, who has Down's Syndrome, spent eight years at Lifeways care facilities. John observed significant weight gain and deterioration during Steven’s time at the home. "He was putting on enormous amounts of weight, getting fatter and fatter. The whole flat was just filthy dirty, with rotting food and lack of soap for him to wash," John recalled. Notably, during one visit, he discovered Steven’s foot had turned black from neglect, raising severe health concerns. "I was absolutely shocked. I called the hospital staff and they were shocked as well. It looked like he could lose a foot," John said, reflecting on the trauma of his son’s care experience.
Financially, Lifeways has been supported by substantial public funding, receiving approximately £1.5 billion since 2016. Despite this considerable financial backing, former staff have described dangerous staffing levels and inadequate training as rampant issues within the organization. One ex-employee alleged, "They don’t care about their safety or their wellbeing, as long as the money keeps flowing. If the money coming in had reached the staff, we would have been able to provide people with much, much more quality care."
The neglect reported by families aligns with broader concerns over the UK’s social care infrastructure. Recent estimates suggest 2.6 million individuals aged over 50 are unable to receive necessary care, contributing to immense strain on support services. Age UK highlighted these issues, reporting hundreds of thousands stuck on waiting lists, claiming, "many older people have already been waiting for care – they can’t wait any longer."
The social care workforce crisis is highlighted by the staggering 165,000 job vacancies reported on average for 2021/2022, marking an increase of 52 percent compared to the previous year. Age UK has been vocal about the need for urgent reforms and increased funding to stabilize and improve care services. They have called for immediate pay rises for care professionals and comprehensive plans to improve social care systems over the next five years.
After the investigation aired, Coventry City Council responded to the allegations. Pete Fahy, the Director of Care, Health, and Housing, stated unequivocally, "Connor's experience is appalling. That type of conduct, and neglect, is never acceptable. Improvements have been made at the home, and we need to continue to support Connor to make sure his needs are appropriately met.”
Conversely, Lifeways CEO Andrea Kinkade expressed her dismay at the experiences revealed through the investigation, declaring: "It's absolutely appalling to hear those stories. These situations are historic and were dealt with at the time. We’ve suspended and dismissed staff involved. Thankfully, this type of situation is rare but it is awful. We deliver 3 million care hours per year with 10,000 employees."
The public response to this investigation has been significant, with families and advocates demanding change within the care system. Many are urging for reformative action to prevent future neglect cases from happening. The stories shared not only reflect individual tragedies but illuminate systemic failures within the UK’s social care framework. Ensuring vulnerable individuals receive the quality care they deserve must become priority number one for both care providers and governmental authorities moving forward.