Appeal an adult social care issue
What is an appeal?
We strive to provide a high-quality, person-centred service with the goal of achieving the best outcomes for individuals who use our services.
An appeal allows you to request a review of decisions made regarding your assessments of need, personal budget (support funding allocation), or support plan.
While we aim to resolve issues or concerns immediately, there may be times when further action is required. In such cases, our appeals process offers a straightforward way to request a review of a decision without having to go through the formal complaints process, which may take longer to resolve.
The following issues can be addressed through the appeals process the:
- contents of your assessment about your care and support needs (your needs assessment)
- choices available to you on how the outcomes in your support plan are achieved (your care and support plan)
- amount of funding allocated to you to meet your care and support needs (your personal budget)
For detailed information on the appeals process, you can view or download our appeals information leaflet in PDF format.
If your concern is unrelated to an appeal and involves a different matter, you can learn how to make a formal complaint using our complaints process.
Who can appeal?
Anyone receiving adult social care support, or a person for whom the council has a duty to provide support, can appeal. This includes their representatives, such as a carer, relative, or advocate.
If you need help to make an appeal
If you need assistance with making an appeal, you can call us on 0300 300 8303. We can help you find an advocate or support to guide you through the process. You can learn more about the independent advocacy services available depending on your specific needs.
An advocate could be a family member, a friend, or, if no support is available to you, an independent individual.
Making an appeal
If you decide to appeal, your submission must be made within 3 months of signing your assessment.
To start the process, please complete and submit an appeal form online.
If you need help completing the form, contact us on 0300 300 8303, and we will complete it on your behalf.
Once your appeal is submitted, we will acknowledge receipt within 5 working days and aim to reach a final decision within 28 working days. If the process takes longer, we will keep you informed of any delays.
What happens next?
Once an appeal is received, it will be reviewed. The process may include the following steps:
Stage 1
A social worker may contact you to discuss your appeal and try to resolve the issue promptly. If it’s not possible to resolve the appeal through this discussion, a full review will be undertaken (Stage 2).
Stage 2
A review will be carried out, considering the original assessment documents and any additional information you provided as part of your appeal. A manager who has not been involved in your case may be included in this process.
If needed, we might arrange a meeting with you to discuss the case further, especially if the issue involves potential risks to either you or others.
Outcome
The final decision could result in one of the following:
- the original assessment/plan is confirmed as correct
- your appeal is accepted, and changes are made to your assessment, plan, or funding allocation
You will receive the final decision in writing.
If you remain dissatisfied with the decision, the next step would be to refer your appeal to the Local Government and Social Care Ombudsman (LGSCO).
The Local Government and Social Care Ombudsman (LGSCO)
If you are still unhappy with the outcome of your appeal, you can contact the Local Government and Social Care Ombudsman (LGSCO), an independent, impartial, and free service that handles appeals and complaints.
Address your concerns to:
LGO Advice Team
PO Box 4771
Coventry
West Midlands
CV4 0EH
To learn how to submit a complaint to the Ombudsman, please visit the LGSCO website for details.
Telephone: 0300 061 0614, Monday to Friday, 10am to 4pm (except public holidays).