Appeal an adult social care issue
What is an appeal?
We try to make sure that we provide a high-quality service that is person centred and aim to always achieve the best outcomes for people who use our services.
An appeal is a request for a review of a decision(s) taken by us about your assessments of need, your personal budget (support funding allocation) or your support plan.
We will always try to resolve any problems or concerns straightaway, but we know that there may be times where this is not possible.
Our appeals process provides a simple way for people to request a review of a decision rather than having to go through the complaint procedure which may take a little longer to progress.
The following issues can be dealt with through the appeals process.
- content of our assessment about you and your care and support needs (your needs assessment)
- choice you have about how the outcomes set out in your support plan are met (your care and support plan)
- amount of money or funding allocated to you to meet your care and support needs (your personal budget)
View or download our appeals leaflet (PDF)
If you wish to make a complaint about another matter or concern, you will need to use the complaints process; find out how to make a complaint.
Who can appeal?
Anyone who is receiving adult social care support, a person who the council have a duty to provide support to, or their representative e.g. carer, relative or advocate, can make an appeal.
If you need help to make an appeal
If you need help to make your appeal, please call us on 0300 300 8303, and we'll help you find an advocate or someone to help. There are various types of independent advocacy services available, depending on your needs.
An advocate could be another family member, a friend, or if this support is not available to you, someone independent.
Making an appeal
If you choose to make an appeal to us, you need to submit your appeal within 3 months of your signed assessment.
If you need assistance completing this form you can contact us on 0300 300 8303, who can complete this on your behalf.
We will acknowledge receipt of your appeal within 5 working days of receiving the completed appeal form and we expect to let you have a final decision within 28 working days from the date we acknowledge we have received it. If it takes us longer, we will keep you up to date with what is happening.
What happens next?
When an appeal is received, it will be reviewed, and the following may happen:
Stage 1
A social worker may contact you to discuss your appeal with the aim to resolve any issues as soon as possible. If it is not possible to resolve the appeal through discussion, a full review will be undertaken (stage 2).
Stage 2
A review to consider the original assessment documents and any additional information provided by you as part of your appeal will take place. This may include a manager who has not been involved with the case so far.
We might arrange a meeting with you to discuss this further (this can happen if the issue is about a possible risk to either the person the appeal is about or to others).
Outcome
The following decision might be made:
- the original assessment/plan was correct
- we may accept the appeal and agree to change the assessment /plan / funding allocation
You will receive the final decision in writing.
Following this decision, this there is no further appeal to us. You may wish to refer your appeal to the Local Government and Social Care Ombudsman.
The Local Government and Social Care Ombudsman (LGSCO)
If you are still dissatisfied, you can contact the Local Government and Social Care Ombudsman which is an independent, impartial and free organisation.
LGO Advice Team,
PO Box 4771,
Coventry,
West Midlands
CV4 0EH
Find out how to complain to the LGO
Telephone: 0300 061 0614 Monday to Friday, 10am to 4pm (except public holidays).