Access Compass guide
Challenging an adult or children's social care decision
You can challenge a council decision about your care. This guide covers decisions about care assessments, care and support plans, personal budgets and eligibility. A personal budget is the money the council sets aside for your care. Start with the council's own complaints process. If that does not put things right, go to the Local Government and Social Care Ombudsman. The ombudsman is an independent body that investigates complaints about councils.
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Who it's for: Parents & carers, Adults, Families
Not yet verified Last checked 7 Jul 2026. Always confirm details with the service before relying on them.
Step by step
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Ask for the decision and reasons in writing
Ask the social worker or team for the decision in writing, including the reasons and the assessment it is based on. For adult social care this includes your Care Act needs assessment, eligibility decision, care and support plan and personal budget. Request a copy of any assessment you have not seen.
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Ask for a review or reassessment first
Often the quickest route is to ask for a review or reassessment if your needs or circumstances have changed, or if you think the assessment missed something. Put your concerns in writing and say what you think is wrong and what you want.
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Get an independent advocate
If you would have substantial difficulty being involved and have no suitable friend or family member to help, the council may have a duty to arrange a free Care Act advocate. POhWER is the current commissioned provider in North and West Northamptonshire; call 0300 456 2370 or use the locality referral form.
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Use the council's formal complaints procedure
If you are still unhappy, make a formal complaint. West Northamptonshire Council: 0300 126 7000 / myfeedback@westnorthants.gov.uk. North Northamptonshire Council: 0300 126 3000 / myfeedback@northnorthants.gov.uk. Adult and children's social care complaints follow statutory procedures; ask the council to explain the stages and timescales. There is usually a 12-month time limit.
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Escalate to the Local Government and Social Care Ombudsman
Once the council's complaints process is finished, if you are still unhappy you can ask the Local Government and Social Care Ombudsman (0300 061 0614) to investigate free of charge. The Ombudsman looks at whether the council acted with fault and, if so, can recommend a remedy. Note that some decisions have their own legal routes (for example, certain children's decisions may involve court proceedings), so seek advice on the best route for your situation.
Useful links
Source: https://www.lgo.org.uk/