Community Care Charges appeals

What to do if you think your assessment is wrong

You can either write or telephone us, contact details are at the bottom of this page. Alternatively, your advocate or representative may do so.

Please tell us why you think the assessment is wrong.

We will check your assessment and tell you if any changes need to be made or if the original assessment is correct. We may need to visit you to ask some questions or look at some papers.

We will try to answer your queries immediately. If we cannot do this, we will write within 21 days.

What happens if you are not happy with the outcome?

If you are unhappy with our response you may appeal against the charges set.

We can do this with your initial inquiry but you may wish to add to your statement. At this stage you could consider approaching one of the voluntary groups who may be able to assist you. We can help you do this.

The Head of Social Services will consider your appeal and a decision will be sent to you within 28 days. That decision may be:

To waive your weekly charge in full or reduce it
To refuse your appeal

What can you do if you are still not satisfied?

If you are dissatisfied with the outcome of your appeal to the Head of Social Services, you may request that the matter be referred to an independent panel.

Your case should be considered by the panel within 28 days of referral
You may attend the panel to put your case if you wish
You may be represented by a third party should you wish

The decision of the panel will be confirmed to you within 7 days. This will include reasons for the decision.

What if you wish to complain?

The Review and Appeals procedure is for people who consider that their assessment is either incorrect or will lead to financial hardship. Alternatively, you can complain about other things. These are some examples:

You have not been treated fairly
You have not been treated with courtesy and respect
You are not satisfied with the service you have received

To make a complaint, you can write to the Complaints Unit or telephone them. A booklet is available which explains the complaints process. Please ask for a copy.

Addresses and Telephone Numbers

Financial Assessment Unit
Adult Social Care
London Borough of Waltham Forest
Silver Birch House
Uplands Business Park
Blackhorse Lane
Walthamstow E17 5SD
Tel 020 8496 3000

FREEPOST RRAC-YJAH-EYZH
Complaints Manager
Adult Social Care Complaints Team
Adult and Community Services
Silver Birch House
Uplands Business Park
Blackhorse Lane
Walthamstow E17 5SD
(please note: this building is not open to visitors)

Tel 020 8496 3000 (ask for the Complaints Manager for Adult Social Care)
Fax 020 8496 3659
Minicom 020 8496 3010 (for deaf and hard of hearing users only)
Email adultservicescomplaints@walthamforest.gov.uk

Age UK
Peterhouse Community Centre
122 Forest Rise E17 3PW
Tel 020 8558 5512