Will I have to pay for my care?
My care worker hasn't showed up, what do I do?
Your agency should be able to confirm when your regular worker will arrive or send someone else, letting you know what time they will be with you.
How do I find a care home for my parents?
The following websites also contain information about choosing a care home:
- Age UK
- Age UK - care home checklist - this is a PDF download
- Alzheimer's Society
- Care Quality Commission
View information about paying for care in a care home.
I would like information on approved providers and adult social care spend
Do we have to sell our house to pay for care?
I'm worried about my relative with epilepsy and don't want them to be left on their own
There may be equipment that can assist someone with epilepsy. You may also want to ask their community pharmacist to review their medication.
Our family do not agree on the care for our parents. Can you help?
If your parents don't have the capacity to make decisions for themselves, we'll complete an assessment of capacity and arrange for a best interests decision to be made. We'll work and consider the views of all relevant parties when making the best interests decision.
My elderly neighbour is struggling with paying bills. Who can help?
My neighbour refuses help but clearly needs it. Can the council get involved?
If you want to make an adult social care referral, email us at email@example.com or, if the situation is urgent, call us on 020 7926 5555.
We'll need to consider what risk the individual is at, as well as whether they have capacity to decide on their support needs. We would offer an assessment to decide what course of action best meets the person’s needs and wishes.
My neighbour owns their house but is not able to arrange repairs needed. Who can help?
How can I help neighbours with shopping or lifts?
If you charge your neighbour for a lift in your car, you may be providing a taxi service illegally and be in breach of your insurance.
Can I get a wet floor shower?
- what personal care tasks you can't manage
- any health needs that could affect your personal care
- your physical ability to manage transfers or complete a full body wash.
Before we recommend or agree the installation of a shower, we'll require you to try alternative options such as using a bath seat/board, or a bath lift.
If a wet floor shower is recommended, homeowners would need to apply for a means tested disabled facilities grant.
Can you provide a commode?
I don’t need my commode anymore. Can you collect it?
- perching stools
- bath boards
- toilet frames.
Will you supply a hospital bed?
The hospital discharge team orders hospital beds for people requiring them before they're discharged home.
If a patient has been discharged home and is then in need of a hospital bed, they'll need to contact their GP, who in turn will make a referral to the District Nurse for a bed assessment.
For defects to an existing hospital bed installed at home, call us on 020 7926 5555. You'll be asked to explain what is wrong with the bed so we can establish if it is the bed or the mattress that is the problem. An order can then be placed to have it repaired or replaced.
I need a wheelchair
- Adult Social Care services don't provide or arrange wheelchair services for residents, as this is a specialist health provision.
- NHS wheelchairs are accessed through your GP.
If you're assessed as needing a wheelchair, you'll be provided with one that fits your needs.
You can also hire or borrow a wheelchair for short periods, such as single or short trips. To find out more, contact the British Red Cross by email at firstname.lastname@example.org, or by phone on 0344 871 1111.
What are incontinence aids and can I get them from social care services?
We would suggest you book an appointment with your GP. Your GP will make a referral to the bowel and bladder nurse for an assessment. If you already have a district nurse, you can ask them to refer you to the bowel and bladder nurse.
Incontinence is the inability to control bladder or bowel functions. To assist with the lack of control in these areas, there are a wide range of products and devices available. They include:
- pads and pants
- bed and chair protection
- catheters and penile sheaths (also known as a conveen)
- skin care and hygiene products
- specially adapted clothing and swimwear.
How do we return disability equipment that is on loan to us?
How can I get a key safe?
Referrals from health and other professional services (Care Providers)
If the person is not CCG funded we'll need to know:
- who (which professional) is requesting the key safe – e.g. Health care providers or Emergency Responses
- the positioning of the key safe, as it should not be in plain view to the public.
If the person is CCG funded, you'll need to contact Careline24 directly by phoning 020 7926 2852, or by emailing email@example.com.
Self and family requests
If you or your family are requesting a key safe, we would need to know:
- the reason you are requesting a key safe
- who will be accessing the key safe
- the positioning of the key safe as it should not be in plain view to the public.
If the person is CCG funded you will need to contact Careline24 directly by phoning 020 7926 2852, or by emailing firstname.lastname@example.org.
I would like the key safe code to gain access to our client’s property
Requests for key safe codes from health and other professional services (care providers)
The request needs to be made by emailing email@example.com.
We can't provide the key code over the telephone, no matter what the situation is.
If there are concerns for the client’s welfare, we would suggest the emergency services are called. If you have the contact details for a family member, we would suggest they are contacted, especially if they are local and they have their own set of keys.
Warden controlled sites
The warden will be able to grant you access after carrying out the appropriate checks.
If you would like to make a referral for an assessment please email us at firstname.lastname@example.org or call us on 020 7926 5555.