Client Charter
Working together to find the right support for you
What you can expect
from us
We offer:
- Clear information and advice about Self-directed Support (SDS) and other available options
- Practical planning support to help you build a support plan that meets your needs and preferences
- Guidance for key meetings, including help preparing for social work assessments and support during them
- Ideas and options to help you understand how you can use any SDS personal budget in creative and meaningful ways
- Connections to services, local groups, and opportunities in your community
- Support during transitions, whether you're leaving school, changing services, moving home, or facing a new life stage
- Social Care Advocacy, depending on the advocacy you need we can either help you or refer you on
What we ask from you
To get the most from our service, we ask you to:
- Stay engaged and let us know how things are going
- Tell us if something’s unclear, we’re always happy to explain
- Work with us on any tasks we’ve agreed together
Understanding our role
We want to be clear about what we can and can’t do
We are not social workers, and we don’t carry out formal assessments. What we can do is help you think through your
needs, prepare for discussions with social work, and feel confident about expressing your views. We don’t provide direct
care or personal assistants, but we can help you find suitable care providers or link you with organisations that offer
recruitment and payroll services.
If you disagree with a social worker’s decision, we can help you challenge it and guide you through the complaints process,
but we can’t complain on your behalf. If needed, we’ll refer you to an advocacy organisation who can help further.
We are not medically trained and cannot advocate on your behalf for medical matters but will do our best to help you
access social care and support you may need. We suggest you speak with a GP or other health professional for help with
clinical or medical matters.
What to know about eligibility
Understanding Self-directed Support (SDS)
Taking control and sharing your views
Our aim is to help you take more control of your care and build the confidence to advocate for yourself, now
and in the future. We’ll give you the tools, support, and knowledge you need to work towards your goals. And
we’ll walk alongside you as you do it.
We want to make our service the best it can be. If you’re happy with the support you’ve received, we’d love to
hear from you. If something hasn’t gone the way you expected, please tell us, your feedback helps us improve.
To contact us please click here. If you’d like to make a formal complaint, please read our complaints process.
