A review of social care is under way at a Teesside council after inspectors found vulnerable and elderly people were being let down.
The Care Quality Commission (CQC) said some elements of Redcar and Cleveland Council's performance was poor.
During interviews, one carer told inspectors that she complained after council staff referred to her mother as a "package" and not a person.
The authority has apologised for its failings and pledged improvements.
While finding some elements of the council's social care satisfactory, the commission urged better communication with carers and those in receipt of services, improved staff training and better leadership.
The commission's inspection report also found staff morale was low and there were delays in assessing the care needed for vulnerable and elderly people discharged from hospital.
Helen McLuckie, the council's cabinet member for health and social wellbeing, said: "The CQC inspectors found failings within our adult social care provision for which we apologise and which we are totally committed to addressing.
"We have acted extremely quickly to develop a comprehensive improvement plan and this will be delivered with the aid of a dedicated workforce which is focused on raising standards.
"We understand that clients, their families and carers may have concerns about these issues and we are here to listen to those and take positive action."