Simran* wished to raise a formal complaint regarding Adult Social Care. Her adjusted direct payment had not been processed, and the increased hours were missing from her care package. Communication between Local Authority departments was unclear, her disability-related expenses had not been submitted, resulting in a higher personal contribution and she was not provided with an interpreter for her review.
Simran contacted Cloverleaf and was appointed an advocate. The advocate met with Simran to discuss her concerns in detail. Following the meeting, they sought guidance from Disability Rights UK regarding Simran’s rights and shared this information with her. The advocate then drafted and submitted a formal letter of complaint to the Local Authority.
As a result, Simran received a response and an apology from the Local Authority, acknowledging the issues raised and confirming her rights under the Care Act and disability legislation. Adult Social Care also updated her records to reflect reasonable adjustments, stating that Simran requires support with all communication from a Punjabi/Urdu-speaking interpreter and has the right to advocacy support when needed. They agreed that all future letters and information would be provided in Easy Read Urdu and English. A new social worker was allocated to complete a thorough Care Review, ensuring Simran’s care needs and social hours were properly addressed.
During this review, it was confirmed that indoor activities should be included in her social hours—contrary to previous advice. Simran was also informed that she is entitled to support from a financial advisor regarding her disability-related expenses.
Simran said: “Without the support from my advocate, my rights might not have been upheld. I’m truly grateful for their help.”
Find out how our advocates can help you today – www.cloverleaf-advocacy.co.uk/referrals
