If you want to ask a question, or make an appeal or complaint
If you have questions or concerns about services
Please contact your social worker or Adult Services Team Finance Unit:
- phone 01875 824309
- email communitycare@eastlothian.gov.uk
If you have questions or concerns about charges
Please contact the Financial Assessment Team:
- phone 01620 827901
- email awfinancialassess@eastlothian.gov.uk
They will be able to explain the way charges have been calculated and check these are correct.
Appeals
If you are still concerned about the charges for services you can appeal. With any appeal, we suggest you get independent advice.
Contact the Adult Services Appeal Panel to request an appeal by:
- writing to East Lothian Health and Social Care Partnership, Room 211, John Muir House, Brewery Park. Haddington EH41 3HA.
- phoning 01620 827755
- emailing awchargingappeals@eastlothian.gov.uk
Appeals Panel
The Appeal Panel meets monthly and considers appeals for all services including flat rate and means tested charges. They may decide to:
- not change the charges you have to pay, or
- reduce the amount you have to pay, or
- say you do not have to pay anything.
However, we will normally look at the situation again as part of the annual charging reassessment process. Once the Panel has reached a decision, we will write to you with that decision within seven days.
If you are still dissatisfied
Anyone who remains dissatisfied with the way the appeal decision has been reached will be entitled to pursue their complaint through the Council’s Complaints Handling Procedure (CHP).
Complaints Handling Procedure
The Appeals Panel can be considered to represent the Stage 1 of the CHP. If the representative person or their representative is dissatisfied with the handling of their appeal, then a complaint can be raised with the Customer Feedback Team as a Stage 2 complaint. Please note the CHP allows you to complain about how the appeal was handled and is not the opportunity to seek a different outcome to the appeal.
You can do this by contacting the Customer Feedback Team by:
- Writing to John Muir House, Brewery Park, Haddington EH41 3HA.
- Phoning 0131 653 5290
- Emailing feedback@eastlothian.gov.uk
Download the Non-residential social care charges here
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Versions of this document are available on audiotape, in Braille, and in your own language on request Call: 01620 827 199 |
Email: elhscp@eastlothian.gov.uk