Problems

ADVICE NI’S HELPLINES REMAIN OPEN

We will not be providing face-to-face advice or training for the foreseeable future. We will contact existing advice clients by phone. Our staff will continue to support our members and can be reached via telephone and email as usual.

We are working hard to move our training, where possible, to digital. For any queries, please contact our training team at [email protected]

We can only provide advice to people living in Northern Ireland. 

Helpline contact details:

Welfare Changes ring 0808 802 0020 or email [email protected]
Tax & Benefits ring 0800 988 2377 or email [email protected]
Business Debt ring 0800 083 8018 or email [email protected]
Debt Action ring 0800 028 1881 or email [email protected]
EU Settlement Scheme ring 0800 138 6545 or email [email protected]
For Historical Institutional Abuse advice and support call 02890 645919 email [email protected]

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Once you have been assessed as having needs, services must be arranged or provided by your local Trust to meet your needs.

Unfortunately, there are times that there may be a delay or a failure in meeting your assessed needs. Below, we help you overcome these problems if they ever arise.

Delay in meeting assessed needs

It is often the case that a Trust will not refuse to provide the service but will operate a waiting list due to financial constraints which could mean a delay in having your needs met.

As noted, a trust must carry out a statutory duty and, where no time limit for doing so is set down in the legislation, the law implies that it should be carried out within a ‘reasonable’ period of time. This allows someone who has been on a waiting list for a considerable amount of time to take court action to force the trust to provide the service.

If you have been placed on a waiting list for a service and you feel that there has been excessive delay, you may make a complaint to the Ombudsman on the grounds of maladministration.

Failure in meeting assessed needs

If these services are not provided, the Trust would have failed in meeting your needs and you have the right to complain.

The Trust must provide these services throughout the year and must arrange or provide services during holiday periods or staff absences.

If you have been assessed as needing special equipment or adaptations, the Trust must ensure that these are installed and that you (or your carer) are trained on how to use them. Only then can it be said that your needs are being properly met. Therefore, you must be provided with the facilities or training to be able to access the services which are required to meet your assessed needs.