Direct Payments Factsheet
A7: When things happen
Occasionally things happen or changes may arise, and you might need to discuss what to do. Some potential issues could be:
Your needs are not being met
The council have a responsibility to step in and help you. A review or reassessment of your needs may need to take place. We may have to arrange services for an interim period or, support you to continue using direct payments. If you are assisting with managing direct payments for someone, please contact us about the change as soon as possible.
The emergency plans you have in place do not work
You will have discussed a plan for situations where your personal assistant goes off sick, takes annual leave or doesn’t show up for work. However, sometimes even the best plans fail. In such cases, the council have a responsibility to step in and assist you in meeting your identified needs as agreed in your care/support plan.
A problem with the service bought from an agency
We can provide you with a factsheet that explains what you should do when arranging your support from an agency. If something happens and you are not happy with the service from the agency, you must first contact them directly to discuss your concerns, as you are the customer. You can also contact the direct payments support service or your social worker to discuss your concerns.
Issues with personal assistants you employ
If you employ a personal assistant, you will become their employer. As an employer you must follow employment legislation. The direct payment support service can support you if you have concerns about the person you are employing.
If your personal assistant threatens to take you to an industrial tribunal
It is rare, but if this happens, please contact the direct payment support service who can support you with this situation.
You have to go into hospital
If you are admitted to hospital for any reason, let the council know. If possible, inform your personal assistant or arrange for someone else to do that on your behalf so that the personal assistant is kept informed.
You get into any other difficulty
Mistakes can happen when people are using direct payments. Please contact us and speak to the direct payment support service who will support you with your concern.
You have a compliment, comment, or complaint about the service you receive?
If you have any compliments, comments, or complaints about the council’s services, please let us know. Any member of staff will be pleased to help you. You can email the complaints and quality standards team: Social.Complaints@northyorks.gov.uk.
Remember – always ask for help if you think you need it.
