Social services frequently asked questions

Contacting social services
Assessment
Benefits advice
Disabilities
Care charges and direct payments
Carers
Services for older adults
Mental health
Residential care for older people
Vulnerable adults
Pet care

Contacting social services:

How can I ask for help from social services?
If you feel you need help with aspects of daily living telephone the social services customer contact centre on (020) 8825 8000 or visit your nearest social services reception point. You will be assessed in order to determine your needs and decide what services would best meet your needs. This is called an assessment of need.

How can I contact social services in an emergency outside normal working hours?
The Emergency Duty Team (EDT) operates out of office hours and responds to referrals where intervention is required to safeguard a vulnerable child or adult, and where it would not be safe, appropriate or lawful to delay that intervention to the next working day.

Are social services the same thing as social security?
No, the Department of Social Security (now named Department of Work and Pensions ) is a central government department that administers state benefits to eligible claimants.

Assessment:

What is an assessment of need?
An assessment means gathering all the relevant information about you, so your situation is fully understood. The kind of assessment you have will depend on the needs you tell us about. Sometimes we may need to involve other people who know you, such as your doctor. However we will ask you before we contact them. All information is treated as confidential.

Interpreters and/or advocates can help you if necessary. Your carers and family may also be involved in part of the assessment. If you have a carer (such as a friend of relative who looks after you) they will be offered an assessment too.

How do we make decisions about whether care will be provided and at what level?
The decision will be based on eligibility criteria - a set of standards that determine how vulnerable a person is, what risk they face, now and in the future. Priorities for help depend on the level of need, based on the immediate and longer-term risks to the person. Priorities are needed to make sure resources are used fairly and wisely.

Further information about these standards are provided in the fair access to care services (word) brochure.

Benefits advice:

Where can I get advice and help with completing forms relating to benefits?
The community benefits team provides advice and assistance on benefit entitlements primarily to people with physical disabilities, mental health needs and older people.

Disabilities:

Do you provide an emergency home alarm system for older people and people with a disability? Ealing Careline (formerly known as SCAN) is analarm system for older people and people with a disability that operates from your own home. You can get help in an emergency by pressing a button.

I have a disability and can no longer manage without assistance - can you help me to live independently in my own home?
We may be able to help you to live independently by providing home care services, which includes domestic support, personal care or rehabilitation services. If you are unable to cook for yourself you may qualify for mobile meals or you may be able to get disability equipment or adaptations in your home.

How can I get disability equipment and adaptations in my home?
The council's occupational therapy service can provide disability equipment and adaptations in your home following an assessment of your needs.

Do you offer free travel on public transport to people with a disability?
The freedom pass enables people with a disability and elderly people to travel free on London buses, trains and the underground.

Are there any transport schemes for people with a mobility problem who find it difficult to use public transport?
The London Taxicard scheme offers reduced fares in licensed black taxis to London residents with mobility problems, and London Dial-a-ride provides a door-to-door transport service for people with a permanent or long term disability or health problem who are unable to use public transport.

How can I get a disabled person's parking badge (known as a blue badge)?
You can apply for a blue badge if you fit certain criteria.

Care charges and direct payments:

Will I be charged for a care service?
Some charges are standard, such as meals-on-wheels. You will be financially assessed to see if you have to contribute towards care services like home care and other support services including day centre transport and respite care. The adults services charging policy for non-residential services (word) provides charging information for the following services: personal, domestic and live-in care; sleep over; waking night; residential respite care; direct payments and meals.

What are direct payments?
Direct payments enable social services customers to have more independence, choice and control over the services they receive and the people who provide them. Instead of using traditional services to meet your needs, you can now get money from social services to employ and manage your own care staff directly.

Carers:

Do you provide respite services for carers?
Respite services are available to carers of older people, people with learning disabilities, and children with disabilities who need a break. Voluntary organisations can also offer respite services. Day care centres for adults also provide respite to support carers.

There are also respite services available for carers of people with a mental health problem and adults with physical and learning disabilities. For further information telephone the social services customer contact centre on (020) 8825 8000.

Services for older adults:

I'm worried about my elderly relative managing. What options are available instead of going into residential care?
There are a number of ways that older people can be helped rather than going into residential care, these include:

What sheltered housing schemes are available in this borough?
There is a range of sheltered housing schemes across the borough, which vary in age, design and facilities. There is a long waiting list for most schemes and when your name is added to a waiting list it does, unfortunately, not mean that an offer will definitely be made. You have a shorter wait if you are prepared to widen your choices and accept a property in any location.

Mental health:

Who do I contact about mental health issues?
If you are worried about your mental health , or that of a close relative or friend, you should contact your doctor. The doctor can offer advice or refer you to specialist services. If a person needs urgent treatment, their doctor can arrange an assessment with a local mental health resource centre.

Residential care for older people:

How do I get a place for my elderly relative in a local authority residential home?
You will need to contact your relative's allocated care manager or otherwise telephone the social services customer contact centre on (020) 8825 8000 or visit your nearest social services reception point. They will give you advice on your options and how to proceed.

Where can I get a list of residential/nursing homes in the borough?
You should contact the Commission for Social Care Inspection (CSCI) on (020) 8280 0347 or visit www.csci.org.uk. The CSCI is responsible for the regulation of care homes and other establishments.

Vulnerable adults:

Does Ealing have a policy to protect vulnerable adults?
There is a policy on protecting vulnerable adults from abuse, which gives advice on how to recognise abuse and what to do if you know someone is being abused.

Pet care:

Does social services help with the care of pets?
Pets will only be looked after in emergencies, eg the owner being admitted to hospital. Social services will conduct individual assessments of an owner's need for pet care provision. Contact the social services customer contact centre on (020) 8825 8000.

Useful websites:

The Cinnamon trust
A national charity for eldery people or the terminally ill and their pets.