Complaining about care
This page covers: The importance of talking about concerns with care providers, Examples of problems and how they were resolved. Most people we spoke to...
This page covers:
Paying for social care in older age can be costly and people are often surprised to find they must pay much of the cost themselves. People who pay for care are often referred to as ‘self-funders’. Care often starts off as casual, unpaid family help with occasional paid-for care. As people need more care at home or move into a care home, the weekly costs can become very high and even those with comfortable savings worry about the future costs of care.
People pay for social care in different ways: from pensions, savings and investments, selling or renting out their property, or using benefits such as Attendance Allowance.
Attendance Allowance is a benefit for people who need help with everyday activities because they are physically or mentally disabled and over state pension age. There is a lower and higher rate of Attendance Allowance. It is not means-tested so everyone who has care needs that meet the conditions will receive this benefit. Applications for Attendance Allowance should be sent to the Department for Work and Pensions (DWP) on the relevant claim form. See more about Attendance Allowance in Benefits and other help with funding care.
Some people cover the cost of their care with their pension income although people told us they had to dip into savings as their care needs increased. Some couples said their pensions were very different, often the woman’s pension was smaller than her husband’s. This can affect how they share the costs of care.
Many people do not know that there are financial products that guarantee an income for life to pay for care costs. These products are called immediate needs annuities or immediate need care fee payment plans. The person needing care pays an upfront lump sum for a policy that pays for care until the end of their life. The cost depends on a person’s age, health and medical history. It is called an ‘immediate needs’ annuity because it is only available for people who already have care needs. They can be tax free. It is essential to talk to a registered later life adviser before buying one of these policies. For more about this, see What is an immediate needs annuity?. People we spoke to who bought an immediate needs annuity said they were very happy with the process and the peace of mind it gave to the family and the person receiving care. But it is not something that would be right for everyone.
The value of a person’s home will not be included in a financial assessment by the local council if the person needing care, or their husband, wife or someone else who is a dependent, continues to live there. More about this in What is a financial assessment?. But if the person needing care lives alone and then moves into a care home, they may need to think about how to use the value of their home to help pay towards care costs. It might be possible for the local council to pay the care fees as a loan which will be paid back to them when the person’s home is sold. This is called a deferred payment agreement. Not everyone is eligible for a deferred payment agreement so it is worth checking with the local council.
Parting with the family home can be worrying for people paying for care and their relatives. The people we spoke to choose different ways of dealing with this. Some left the property unoccupied for a few months so that their relative could decide about selling when they were ready. Others sold the property as soon as they could and used the money to pay care home fees. Some children of people paying for care had Lasting Power of Attorney and decided not to tell their parents about selling their home because they thought it would be too stressful.
Families have to decide how to look after quite large amounts of money after selling a home or other property. Some people decided to keep matters simple and put all the money in one bank account even though they knew they would not be getting the best returns. A few people told us they consulted financial advisers to help decide how to look after the money.
Some families rented out their parents’ home and used the rent to contribute towards care home fees. However, others said that renting seemed complicated and they just wanted the finances to be as simple as possible so they sold the property.
This page covers: The importance of talking about concerns with care providers, Examples of problems and how they were resolved. Most people we spoke to...
This page covers: Discounts and benefits for people paying for care, How people found out about discounts and benefits, Reasons why application forms were hard...