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Adult Social Care issues

Jamesd49Jamesd49 Member Posts: 77 Listener
Hi

I am after some help with an issue with a social care assessment through my local council, but I am struggling to find the correct section of the forum to put it in. Is this the best one?

Thanks 
James 

Replies

  • Jean EveleighJean Eveleigh Member Posts: 122 Pioneering
    I suppose it depends on what the issue is?  Maybe if you felt comfortable explaining a little more we could offer some help?
  • MarkN88MarkN88 Member Posts: 768 Pioneering
    Im going through the same situation with my mum right now. Although I think we have finally come up with a plan of action with them we all agree upon. Is there a particular issue? 
  • Jamesd49Jamesd49 Member Posts: 77 Listener
    Thanks. 

    Well the issue is around the assessment and my local council providing the support agreed. 

    I had the outcome to my autism assessment in May 2019, started my assessment with the local council June/July 2019, completed the assessment September 2019, I was awarded funding for an Autism App and a social worker for 8 hours a week, which I was happy with. 

    I started working with social worker at the council to organise the social worker and the app, it was going ok, then in November 2019 I received a letter from my social worker, stating my account has been closed due to me refusing support. 

    I did notice two weeks before the letter that my social worker at the council wasn't acting the same with me, she missed a few meetings, didn't call me and if I am honest the letter wasn't written in the same way she would, I have a feeling it was done by her manager then she had to sign it. Her manager, the manager for adult social care at the council, didn't like me and she told me that on the phone one day that she disliked me. 

    The letter also stated I was entitled to the support if I wanted and to email this person and it would be reopened. Which I did about 10 mins after I got the letter. 

    I checked through all my emails and text messages with the social worker at the council and I never once refused support, I asked the council for evidence of me refusing support. They never responded to that request as there is none. 

    So fast forward to February 2020, I am still waiting for the account to be opened and access to the support. The council just ignore my emails and calls, I have also reached out to all my local councillors and MP's and they don't reply. 

    I have spoke to a few disability lawyers, but havent found anybody who can help take this forward. 

    Also in January 2020 I was diagnosed with IBS which means I am entitled to another assessment, the council are refusing to assess me, no reason given why. 

    I recently found out that a local advocacy service has a contract with the council to support people with the assessment, support and reviews, it's not self referral, only referral by the council, I asked the council to refer me, that got rejected, no reason given. 

    It just feels like whatever I ask the council they are ignoring me, hoping the issue and me will go away, rather than admitting fault and giving me the support I need and are entitled to. 

    After 15 months I just feel stuck, I have done some research and not really found out the next steps, some say the ombudsman or court, but I am not sure on either of them. 

    Thanks 
  • Jamesd49Jamesd49 Member Posts: 77 Listener
    @Adrian_Scope is there not a section on the forum for this sort of issue? There seems to be groups for every other issue, other than social care issues and assessment 
  • Jean EveleighJean Eveleigh Member Posts: 122 Pioneering
    Your first port of call would be to find out the official complaints procedure from your local authority website and write a formal complaint, there is information here on what to do and how - https://www.citizensadvice.org.uk/health/nhs-and-social-care-complaints/complaining-about-social-care-services/where-to-start-if-you-have-a-problem-with-adult-social-care/

    If you do not get a satisfactory response you escalate the compliant through all the stages in the council and then to the ombudsman etc until you get the response and help you deserve.

  • Jamesd49Jamesd49 Member Posts: 77 Listener
    Thanks @Jean Eveleigh

    The council have said previously they will refuse to accept any complaints about adult social care issues from me. 


  • Ross_ScopeRoss_Scope Posts: 3,161

    Scope community team

    Hello @Jamesd49

    Hope you're doing okay, sorry to hear of the situation you're in. Seems as though you've been let down by your council there.

    Regarding the category your discussion is in on the community, where you put it is absolutely fine. If the moderation team ever feel as though your topic would be best suited somewhere else on the community we will manually move it for you, so there's no need to worry :) 

    Have you tried reporting how you've been treated to your local MP?
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  • MarkN88MarkN88 Member Posts: 768 Pioneering
    Jamesd49 said:
    Thanks @Jean Eveleigh

    The council have said previously they will refuse to accept any complaints about adult social care issues from me. 


    I think what you need to do is make the official complaint, they can’t stop you doing that, follow the local authorities procedure, even if you get no response, keep following, and then if you have to take it to the ombudsman and give them copies of all your complaints and state you got no response back. 
  • [Deleted User][Deleted User] Posts: 1,651 Listener
    edited February 13
    I went through something similar towards the end of last year and it's still ongoing now, but only because the flippin' socials won't talk to me.

    Basically, I can't talk to the Manager of the morning care company, because she doesn't understand me on the phone because I have a distinctive local accent.. I wouldn't mind but in October 1999 (Removed by moderator, inappropriate comment), and does not respond to emails or phone messages, like I ring up every week to get the following week's rota, as I like to know who's coming and what time, do they ever do it? Nope, unless I chase it up! Like this week I rang up on Sunday to get the rota for the week, OK Mum cancelled all week due to the snow but that's beside the point and they know it! They're contractually obliged from the Council to send the weekly rota, but don't unless I chase it up several times!

    Worst thing is I've brought this up with the social more than once and I know for a fact they won't do anything, because they're too tight to pay for a better company because the existing company are cheap as chips but you know what they say, you pay peanuts you get Monkeys!

  • MarkN88MarkN88 Member Posts: 768 Pioneering
    I went through something similar towards the end of last year and it's still ongoing now, but only because the flippin' socials won't talk to me.

    Basically, I can't talk to the Manager of the morning care company, because she doesn't understand me on the phone because I have a distinctive local accent.. I wouldn't mind but in October 1999 (Removed by moderator, inappropriate comment), and does not respond to emails or phone messages, like I ring up every week to get the following week's rota, as I like to know who's coming and what time, do they ever do it? Nope, unless I chase it up! Like this week I rang up on Sunday to get the rota for the week, OK Mum cancelled all week due to the snow but that's beside the point and they know it! They're contractually obliged from the Council to send the weekly rota, but don't unless I chase it up several times!

    Worst thing is I've brought this up with the social more than once and I know for a fact they won't do anything, because they're too tight to pay for a better company because the existing company are cheap as chips but you know what they say, you pay peanuts you get Monkeys!

    As anyone, your entitled to complain, you’ll need to follow the local authorities complaints procedure. 
  • Jamesd49Jamesd49 Member Posts: 77 Listener
    @Ross_Scope

    Thanks for your reply, 

    Can a category be made for adult social care issues? As I spent a good 15 mins browsing and I almost didn't post my question, so maybe other people are put off posting, as there seems to be sections for everything else.

    Yes I have tried both my local MP's

    I live in a big town, so we have have two MP's, one of the MP's is also the current Minister of State for Disabled People, Work and Health. While I realise not Adult Social Care issues directly, you thought he would have at least tried to help, but nope. 

    I have emailed him before about the lack of funding and post autism support in my town, issues with the DWP and UC and how they treat disabled people and the lack of autism awareness and training within the DWP and lets say I would have been better off spending my time just talking to a brick wall then speaking to him and his office. 

    So regarding both the MP's, I got the automatic response that they would follow up with the local council, and when I contacted them to ask if they had bothered and if there was any response, I got ignored. 
  • Jamesd49Jamesd49 Member Posts: 77 Listener
    MarkN88 said:
    Jamesd49 said:
    Thanks @Jean Eveleigh

    The council have said previously they will refuse to accept any complaints about adult social care issues from me. 


    I think what you need to do is make the official complaint, they can’t stop you doing that, follow the local authorities procedure, even if you get no response, keep following, and then if you have to take it to the ombudsman and give them copies of all your complaints and state you got no response back. 
    Thanks, I think I will try that, I think I will look at taking them to court to be honest. 
  • MarkN88MarkN88 Member Posts: 768 Pioneering
    Jamesd49 said:
    MarkN88 said:
    Jamesd49 said:
    Thanks @Jean Eveleigh

    The council have said previously they will refuse to accept any complaints about adult social care issues from me. 


    I think what you need to do is make the official complaint, they can’t stop you doing that, follow the local authorities procedure, even if you get no response, keep following, and then if you have to take it to the ombudsman and give them copies of all your complaints and state you got no response back. 
    Thanks, I think I will try that, I think I will look at taking them to court to be honest. 
    Obviously I’m not legal expert, but you’ll find a lot of solicitors will give a free 30minute consultation to offer advice. 
  • lisathomas50lisathomas50 Member Posts: 3,835 Disability Gamechanger
    @Jamesd49 you need to put a complaint into the commissioner of England adult social services  

    You need to put in all the details you want to complain about  either in an email or a letter 

    The commissioner  of adult  social services England will investigate  your complaints and may also phone you if you include  your phone number 


  • Jean EveleighJean Eveleigh Member Posts: 122 Pioneering
    Jamesd49 said:
    Thanks @Jean Eveleigh

    The council have said previously they will refuse to accept any complaints about adult social care issues from me. 


    The problem is if you escalate the complaint to the CQC or the Ombudsman they will refuse to do anything unless you have been through the councils own complaints process first so even though you know the council will not respond you still have to write to them so you can prove when you escalate that you have tried and they have failed to respond.

    It's like building a jigsaw, bridge, engine etc all the pieces have to be in the right place or the next one won't fit so even if you now that someone will refuse to do something you still have to go through the motions and do that step.
  • Jamesd49Jamesd49 Member Posts: 77 Listener
    @Jamesd49 you need to put a complaint into the commissioner of England adult social services  

    You need to put in all the details you want to complain about  either in an email or a letter 

    The commissioner  of adult  social services England will investigate  your complaints and may also phone you if you include  your phone number 


    I am struggling to find any info on the commissioner of England adult social services, would it be the ombudsman? 
  • Jean EveleighJean Eveleigh Member Posts: 122 Pioneering

    What are your options to make a complaint?

    Depending on what you want to achieve, you may have different options to make a complaint:

    • first speak to the person providing the care, or their manager. You have to do this in writing so you can prove it was done.
    • use the local authority complaints procedure or the complaints procedure of the care provider if this isn’t the local authority. You have to do this in writing so you can prove it was done.
    • report your complaint to the Local Government Ombudsman - https://www.lgo.org.uk/ 
    • take legal action, for example, for personal injury, negligence, discrimination or for breach of your human rights
    • report concerns to a regulatory body
    • report concerns to other bodies such as the Care Quality Commission or your local Healthwatch
  • lisathomas50lisathomas50 Member Posts: 3,835 Disability Gamechanger
    @Jean Eveleigh  the regulating body is the commissioner  of England adult social services thats the main one 
  • lisathomas50lisathomas50 Member Posts: 3,835 Disability Gamechanger
    @Jamesd49 I typed in commissioner of adult  services England and it came up its in the same place as the children's  commisioner 
  • lisathomas50lisathomas50 Member Posts: 3,835 Disability Gamechanger
    @Jamesd49 you have ti go through all the avenues you would have to put a written complaint into the local council  then the ombudsman  for adult social services  then  the commissioner  for England adult services  then to the  human rights commissioner 

    You  can also get help to help you  sort it out  with disabilty rights 

    Hope you get it sorted 
  • MarkN88MarkN88 Member Posts: 768 Pioneering
    I didn’t think the commissioner of adult social care was a person? 

    My understanding is an organisation is a commissioner of adult social care. E.g the local authority commissions the adult social care for their area. 

    The role of “commissioner of adult social care” doesn’t exist does it? 
  • Jamesd49Jamesd49 Member Posts: 77 Listener
    @Jamesd49 I typed in commissioner of adult  services England and it came up its in the same place as the children's  commisioner 

    Well nothing comes up for me, I think you mean the ombudsman. 
  • lisathomas50lisathomas50 Member Posts: 3,835 Disability Gamechanger
  • lisathomas50lisathomas50 Member Posts: 3,835 Disability Gamechanger
    There are two on that page for ,England  I csnt fo them as threads sorry 

    A solicitor will only write a letter which sicial services will write back snd day which they won't help 
  • MarkN88MarkN88 Member Posts: 768 Pioneering
    Yeah that top link is mainly about commissioning care, which basically means, providing care. 

    In this case the OP care would be provided by the local authority and therefore as already explained would need to go through the local authorities complaints procedure and then to the ombudsman, that's how it works in England. 
  • lisathomas50lisathomas50 Member Posts: 3,835 Disability Gamechanger
    There is also swe  with is social work England  they have an Email  or written complaint system all  iof these are online  Google/Google chrome 😉
  • MarkN88MarkN88 Member Posts: 768 Pioneering
    https://www.socialworkengland.org.uk/about/contact-us/

    If you mean this, then they have nothing to do with the complaints system in relation to the local authority. As many have already stated, if you are unhappy with a local authorities complaints outcome, you go to the ombudsman. 
  • Jamesd49Jamesd49 Member Posts: 77 Listener
    Thanks for the info @MarkN88

    So the best thing to do is try the council again and if not the ombudsman, 
  • MarkN88MarkN88 Member Posts: 768 Pioneering
    Jamesd49 said:
    Thanks for the info @MarkN88

    So the best thing to do is try the council again and if not the ombudsman, 
    Yes and keep a copy of everything you send, because if you get no reply, then you can simply tell the ombudsman you sent xyz and received no response. 
  • Jamesd49Jamesd49 Member Posts: 77 Listener
    Does anybody else have any advice? 
  • lisathomas50lisathomas50 Member Posts: 3,835 Disability Gamechanger
    @Jamesd49 the easiest way is to report to SWE  which is the governing body  which myself and my brother Emailed and wrote to when my mum had problems 

    They are the highest  you can go we want straight to them 

    Social  Work England  its on Google 


  • Jamesd49Jamesd49 Member Posts: 77 Listener
    @Jamesd49 the easiest way is to report to SWE  which is the governing body  which myself and my brother Emailed and wrote to when my mum had problems 

    They are the highest  you can go we want straight to them 

    Social  Work England  its on Google 


    I don't believe this information is correct, it seems to be the council then the ombudsman 
  • lisathomas50lisathomas50 Member Posts: 3,835 Disability Gamechanger
    @Jamesd49 that's fine but that's what I did and still do for the Welsh equivalent of the governing body 

    Hope you get something sorted 
  • MarkN88MarkN88 Member Posts: 768 Pioneering
    Jamesd49 said:
    @Jamesd49 the easiest way is to report to SWE  which is the governing body  which myself and my brother Emailed and wrote to when my mum had problems 

    They are the highest  you can go we want straight to them 

    Social  Work England  its on Google 


    I don't believe this information is correct, it seems to be the council then the ombudsman 
    Use the citizens advice link above it’s the most up to date your likely to find. 
  • Ross_ScopeRoss_Scope Posts: 3,161

    Scope community team

    Jamesd49 said:
    @Ross_Scope

    Thanks for your reply, 

    Can a category be made for adult social care issues? As I spent a good 15 mins browsing and I almost didn't post my question, so maybe other people are put off posting, as there seems to be sections for everything else.

     

    hi there

    Sorry for taking a couple of days to get back to you. We will certainly take your feedback on board about the category, we wouldn't want anybody feeling put off from posting because they can't find the appropriate category.

    We do have a "Parents and Carers" category which somewhat fits the subject, however if you ever aren't sure what category to put your discussion in there's honestly no issue in just picking one you think fits it best, and we will move if it we feel it would work better elsewhere.

    As it happens, we are currently reviewing our categories so your suggestion is most timely :) 
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  • Jamesd49Jamesd49 Member Posts: 77 Listener
    @Ross_Scope your reply is very unhelpful. 

    I am neither a parent or carer, so how would that be helpful? 

    Very poor response from you and the scope team @Adrian_Scope
  • [Deleted User][Deleted User] Posts: 1,651 Listener
    Like I said, I've been battling the local social services up here in Sheffield since 2018 due to an annoyingly useless care company with an equally useless manager who has the communications skills of a Gnat.

    I speak to this manager at the end of each week to get the rota for who's coming the following week, and it usually takes me at least 3 phone calls chasing it up to finally get an email with the rota! I wouldn't mind but she knows they're contractually obligated from the Council to send the rota each week.



  • MarkN88MarkN88 Member Posts: 768 Pioneering
    Like I said, I've been battling the local social services up here in Sheffield since 2018 due to an annoyingly useless care company with an equally useless manager who has the communications skills of a Gnat.

    I speak to this manager at the end of each week to get the rota for who's coming the following week, and it usually takes me at least 3 phone calls chasing it up to finally get an email with the rota! I wouldn't mind but she knows they're contractually obligated from the Council to send the rota each week.



    If it’s causing so much distress you are entitled to follow the company’s and councils complaints procedures..
  • lisathomas50lisathomas50 Member Posts: 3,835 Disability Gamechanger
    @MrAllen1976 due to current conditions its probably hard to see who may come to do your care due to staff shortages and sickness 

    In my own experience rotas can be changed quite often as a carer in the community my rota was changed quite often 
  • Ross_ScopeRoss_Scope Posts: 3,161

    Scope community team

    Jamesd49 said:
    @Ross_Scope your reply is very unhelpful. 

    I am neither a parent or carer, so how would that be helpful? 

    Very poor response from you and the scope team @Adrian_Scope
    I appreciate and recognise that @jamesd49 and I'm sorry you consider my response to be unhelpful, you're correct that we don't have a specific category for your issue, and as mentioned previously I will take your feedback on board for if and when we next change any categories.
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