What happens when you ask us for help?
We find out about you
We will ask you about your needs and abilities and how these may affect your independence, whether there is anyone already looking after you, about your home, and anything else that may affect your ability to manage with daily tasks. This information will show us whether you may be eligible for Council social care services and how urgently you require our help. If we think you may be eligible for Council social care services, we will arrange to carry out a full Needs Assessment. A social worker or occupational therapist will visit you in your own home to discuss with you your health and social care needs and any risks to your independence that these may present. You may have a relative, friend, carer or advocate with you at your assessment. It is important that we provide services fairly and to those most in need, so we use eligibility criteria to help us decide who we can provide services to. Some Council services do not require a full needs assessment, for example concessionary travel schemes (e.g. Blue Badge). Please see further information on our website, or contact our customer service centre 020 8379 1000 for more information about these services. We work out what support you need If your assessment shows that you are eligible for Council social care services, your social worker or occupational therapist will devise with you (and your carer if you have one) a Care Plan. You will be asked to agree to any services that we will arrange for you. If you prefer, you can arrange your own services by choosing Direct Payments. Whether you ask the Council to arrange your services, or if you choose to arrange your own care, we will need to review your needs and circumstances at regular intervals, and at least once a year. If your needs or circumstances change in the meantime, you should let us know as soon as possible. We work out how much you may have to pay One of our Visiting Officers will visit you to carry out a Financial Assessment. You may have a relative, friend, carer or advocate with you at your financial assessment. The amount you pay depends on your assets and your income, including any benefits you receive. We will check that you are receiving all the benefits you may be entitled to, and help you to claim any benefit entitlements that you are not already receiving. We can usually tell you straight away how much you will have to pay towards the cost of your care. You may need to pay the full cost or we may ask you for a contribution towards the cost. We arrange services for you, or help you to arrange your own services.If you have asked us to arrange services for you, we will let you know when your services will start.
If you have chosen Direct Payments, we will provide you with information and guidance about managing your Direct Payments and purchasing your own services.
If you are not eligible for Council social care services, because you have lower level care needs, we will tell you how you can purchase services directly from local independent or voluntary sector providers. We will explain how you can contact us again if your needs or circumstances change.
If your needs assessment shows that you are eligible for Council social care services, but you do not want us to carry out a financial assessment, we can still arrange your care, but you will be charged the full cost. Alternatively, we can give you information about how you can purchase the right care to meet your needs from other providers.
