1. society
2. welfare
3. social services

...my daughter has
a visual impairment
...my friend has a
medical condition
...my brother
has a learning
disability
...my neighbour
is housebound
...my mum has a
mental health
problem
...my wife has
had a stroke
...my partner
has an alcohol
problem
...my dad has
dementia
There are 30,000 carers in Croydon.
Are you one of them?
How To...
A Guide for
Carers in Croydon
2009 - 2011
written by the Carers’ Information Service
����������������
CONTENTS
Preface
5
Introduction
6
Carers’ Rights
8
1
Information
Organisations that offer
information, advice and emotional
support
10
2
Social Services
How Croydon Social Services can
help
22
3
Health
Health issues and services
32
4
Money Matters
Advice about financial matters
including benefits, discounts and
managing someone else’s money
42
5
Practical Help
Services and schemes to help
manage your home and day-to-day
living
52
6
Transport
Practical and financial help to get
out and about
62
7
Housing
Accommodation issues
70
How To... A Guide for Carers in Croydon 2009-2011
3
CONTENTS
8
Short Breaks and Leisure
How to take time out from caring
76
9
Training, Learning and Working
Information about training,
education and employment
86
10 Help in a Hurry
Preparing for and dealing with
emergencies
4
94
Subject Index
100
Organisational Index
106
Address Book A-Z
112
How To... A Guide for Carers in Croydon 2009-2011
PREFACE
Preface
Welcome to the 2009-2011 edition of the How To… A Guide for Carers in
Croydon.
The purpose of this guide is to give carers information about services and
organisations that can help with any issues or questions they may have as a
result of looking after someone. It covers a wide range of topics, from how to
get help from social services to planning for emergencies.
The first How To… was written in 1994 and there have been seven subsequent
editions, a testament to the success of the original guide. Croydon Council
continues to support this publication because in every consultation event that
has been undertaken carers have said that clearly written, easily accessible
information, that is available when they need it, is an essential tool for their
caring role. We aim to help carers avoid the frustration of being passed from
pillar to post in the never-ending search for an answer to questions, by ensuring
they are given this guide.
We do hope that the How To… answers your questions and enables you to find
the help and support you need as a carer. It is available free from the Carers’
Information Service and will be circulated widely among relevant organisations,
services and community venues in the borough. It is also available online at
www.carerscontactline.co.uk and in other formats on request.
Jane Doyle
Chair of Croydon Carers Partnership Group
Croydon Council
How To... A Guide for Carers in Croydon 2009-2011
5
INTRODUCTION
Introduction
Many carers do not recognise that they are in fact a carer - the term is often
used to describe someone who is paid to care (known as a ‘care worker’), but
the reality is that if you are providing regular and substantial care for someone
who is a family member, friend or neighbour – by performing tasks such as
monitoring their medication and taking them to appointments; keeping them
safe and making sense of the world for them; doing the jobs in the family
home that they are not well enough to do; or undertaking personal care such
as washing and dressing - then you are a carer. It is important to recognise
yourself as a carer because carers can access a whole range of support in the
form of information, advice, advocacy, leisure activities, financial assistance
and time out from caring. There are entire organisations, welfare benefits and
laws that have been established in recognition of your role.
This How To... guide is for you and we hope it will also be useful for the people
and organisations that support you. Whether you have suddenly found yourself
in a caring situation or whether the role has developed over a number of years,
information is essential. There are times when looking after someone can
feel overwhelming and a lack of information can be a hindrance to getting the
things that you and the person you care for need. Being informed, by using
this guide and other information sources such as newsletters and websites,
can help you in many ways. For example, this guide will show you how to get a
benefits check for yourself and the person you care for- potentially increasing
both your incomes; inform you of your legal rights to services and time off from
work; and tell you about schemes that help with equipment, adaptations and
home safety which could ease some of the more practical and physical aspects
of your caring role. The person you care for will also benefit from you being
informed about what is available - they may be able to enjoy cheaper travel,
outings and holidays, as well as obtain benefits and discounts for themselves.
All of these topics and more can be found in this guide.
Any one of us could become a carer – 60% of people in the UK will become
carers at some point in their lives and it is not unusual to look after more than
one person or to be in a situation where the person you care for also looks after
you. There is no single caring experience though - it can be temporary, or longterm and it may result in high levels of outside help being necessary or just a
one-off piece of advice that makes all the difference. In a guide that is for all
6
How To... A Guide for Carers in Croydon 2009-2011
INTRODUCTION
carers rather than a particular group, there may be sections that do not apply
to you. However we have tried to address the most common issues that affect
carers generally and give you pointers to sources of more specific support.
After each chapter we have listed the key contacts for that topic and, at the
end of the guide, we have brought all the organisations and service providers
together into a handy A-Z address book so that you can easily find the contact
details for the services you need.
If you cannot find what you are looking for or you need further explanation
we are here to help. The Carers’ Information Service, which is part of the
Whitgift Foundation, provides free advice, information, support and training
to carers living in, or caring for someone who lives in, the London Borough of
Croydon. We have a range of publications: Carers News, our regular newsletter,
factsheets covering specific issues in more depth, a monthly e-bulletin and of
course, this guide. Our website includes an electronic version of these as well
as other information that you may find useful. We are also here to listen, advise
and support you on any aspect of your caring role.
The information presented here was correct as at April 2009. However,
information quickly becomes out of date so any omissions, inaccuracies and
changes will be compiled into an amendment sheet (available on request) and
will also be updated on our website and publicised in Carers News. The guide is
published every two years and all carers on our mailing list will automatically be
sent a copy of the next edition.
The publication of this guide could not have been achieved without the funding
and expertise provided by a number of people and organisations. Our grateful
thanks to: the Whitgift Foundation for continuing to support the carers of
Croydon through the work of the Carers’ Information Service; Croydon Council,
for funding the guide; Ian Lynch from Croydon Voluntary Action for designing
the How To and all of our publications; our volunteers and finally the carers who
took part in our survey and follow-up meetings after the publication of the last
edition, giving us valuable feedback that shaped this latest version. We thank
you all.
Helen Thompson, Carol Harknett, Jenny Jones, Ruth Laws.
Carers’ Information Service.
How To... A Guide for Carers in Croydon 2009-2011
7
CARERS’ RIGHTS
Carers’ Rights
It is important that you are aware of your rights as a carer, and the rights of the
person you care for, otherwise you will have no way of knowing whether you are
receiving all the services that you are legally entitled to. An awareness of your
rights will also be an advantage in case you need to pursue a complaint. As a
result of various Acts of Parliament carers’ rights have been legally established
as follows:
• The Carers (Recognition and Services) Act 1995 introduced the right to a
carer’s assessment for all carers, including young carers.
• The Carers and Disabled Children Act 2000 extended these rights to include
the right to support services and for these services to be made available
with direct payments and vouchers.
• The Carers (Equal Opportunities) Act 2004 promotes more opportunities
for carers in areas such as work, leisure and studying. It places a duty on
local authorities to ensure that all carers know that they are entitled to an
assessment of their needs. It also places a duty on councils to consider a
carer’s outside interests when carrying out an assessment.
• The Children Act 1989 gives young carers (under the age of 18) of a
disabled parent, the right to be regarded as ‘children in need’.
• The Mental Health Act 1983 gives carers (if they are the nearest relative) of
people with a mental health problem the right to ask for an assessment of
the person they are caring for.
• The Civil Partnership Act 2004 enables same-sex couples to obtain legal
recognition of their relationship. Couples who form a civil partnership will
have a new legal status, that of ‘civil partner’. Civil partners who are carers
will therefore have greater rights in areas such as welfare benefits.
• The Employment Act 2002 gives parents with children under six or disabled
children under 18, who have worked for their employer for at least 26
weeks, the right to apply for flexible work arrangements. It also gives
carers the right to take (unpaid) time off work for dependants in cases of
emergency.
8
How To... A guide for carers in Croydon 2009
CARERS’ RIGHTS
• The Work and Families Act 2006 extended the benefits of flexible working
rights to carers of adults.
• The Children and Young Persons Act 2008 created a new duty on local
authorities to provide short break services and to properly support disabled
children and their families when children are placed away from home.
• The Equalities Bill (currently being discussed in parliament, April 2009) will
streamline and strengthen discrimination legislation, including banning
discrimination and harassment against carers by protecting people who are
‘associated with’ someone who is disabled. This will apply to employment,
and the provision of goods, facilities and services.
Some Interesting Facts About Carers
• There are an estimated six million carers in the UK
• There are 30,000 carers in the London Borough of Croydon, including
3,000 young carers
• Every day 6,000 people become carers for the first time
• 3 million people combine work with caring
• Carers save the economy £87 billion per year
(Extracted from Carers Strategy 2008-2011: Making Croydon a Better
Place for Carers and Carers UK Policy Briefing: Facts About Carers, 2009)
How To... A guide for carers in Croydon 2009
9
1. INFORMATION
Information, Advice and Emotional Support
Becoming a carer can radically alter your life – you may suddenly be caught
up in a whirlwind of appointments and jargon and your normal routine can
be thrown completely. Carers who have become more used to their role
may still find that they experience times of change and stress and need
extra support outside of friends and family. Talking to someone about your
feelings can help and there are counselling services, helplines and support
groups that give you the space to share with others how you feel about your
situation.
You may want more practical help with tasks such as securing appropriate
services for yourself and the person you care for, especially if you have never
been involved with these issues before, and there are organisations that can
do this by making phone calls on your behalf, going to meetings with you, filling
out forms, putting your views in writing and giving more specialist help such as
legal representation.
This guide is primarily concerned with organisations and services that
specifically help carers and the person that you care for. Most organisations
have a particular focus, such as supporting carers of a certain age or those
who look after someone with a specific condition, see our factsheet Specific
Conditions. There are also services that support people generally that
may be of use to you in your caring role, for example those that relate to a
particular faith community or ethnicity; our factsheet BME Carers lists a wide
range of such groups. You can find out about the full range of voluntary and
community groups in the borough from Croydon Voluntary Action (020 8684
3862, www.cvalive.org.uk), which publishes a free Directory of Community
10
How To... A Guide for Carers in Croydon 2009-2011
INFORMATION. 1
Organisations in Croydon. Internet resources such as Talk2Croydon
(www.talk2croydon.co.uk), which offers you the chance to have your say
about local issues and get involved in campaigns, and Croydon Online
(www.croydononline.org), a community website that lists local organisations,
activities and clubs for all ages and abilities, can also be useful.
Support for all Carers
In Croydon, there are three carers’ support organisations that work with all
carers, irrespective of the disability or illness of the person they care for. There
are also national carers’ organisations offering information, advice and helpline
services.
The Carers’ Information Service (020 8649 9339, option 1,
www.carerscontactline.co.uk) offers advice, information, support and training
to any adult carer living in, or caring for someone who lives in, the London
Borough of Croydon. We offer an enquiry service so that you can contact us by
phone, in writing or in person (by appointment) to talk about the issues you are
facing. As well as offering a listening ear, we can liaise with other professionals
on your behalf, help write letters, fill out forms and undertake research in
order to answer any questions you have about caring. We also have a range of
publications including this guide, a regular newsletter called Carers News and
a monthly e-bulletin, all of which are free and available on our website. Our
series of factsheets includes the titles: Caring for a Child with a Special Need
or Disability, Caring for an Adult, BME Carers, Support for Specific Conditions,
Holidays and Grants. We offer regular training courses, which cover practical,
or self-development topics such as moving and handling and being more
assertive. These courses enable you to learn a new skill, meet other carers
and take time out from your caring role. Funding is available to cover the costs
of alternative care for you to be able to attend our courses or any others that
are relevant to your caring role. We also work with other organisations to run
events for Carers Week in June and Carers Rights Day in December. We raise
awareness of issues affecting carers and campaign for change by participating
in forums such as the Carers Partnership Group. This multi-agency group meets
to discuss wider issues that are of concern to carers in Croydon, and includes
representatives from local organisations, services and carers. You are welcome
to contact us if you have an issue which you would like us to take to the Carers
Partnership Group for discussion.
How To... A Guide for Carers in Croydon 2009-2011
11
1. INFORMATION
Croydon Crossroads Carer Support Service (020 8667 9893) supports carers
living in Croydon and can help you in various ways to access the support and
services you need. A support worker can visit you at home and offer emotional
support, attend meetings with you, help fill out forms, accompany you to
benefit appeals and much more. The service also runs three grants schemes:
up to £200 towards a holiday for carers (this can only be applied for every two
years), up to £30 a month towards transport costs taken for leisure purposes,
and grants to subsidise the cost of training courses and any alternative care
required (this can be any training, it does not have to be related to your caring
role). There are regular lunches for carers who are current users of the service.
Croydon Carers Centre (020 8688 7219,
www.croydoncarerscentre.co.uk) runs a drop-in facility offering emotional
support, help and advice with benefits, signposting to other services and
advocacy. It also offers counselling, complementary therapies and outings for
carers and those they care for.
National Organisations
• Carers Direct (0808 802 0202, www.nhs.uk/carersdirect) offers
information, advice and support to all carers, including young carers. Lines
are open 8 am - 9 pm Monday to Friday, 11 am - 4 pm at weekends.
• Carers UK (0808 808 7777, www.carersuk.org) is an active campaigner
for carers’ issues, produces a range of publications and has a helpline for
carers open on Wednesday and Thursday 10 am – 12 noon and 2 – 4 pm.
• The Princess Royal Trust for Carers (0844 800 4361, www.carers.org) has
carers’ centres across the UK and hosts discussion boards on its website.
Support for Young Carers
The Young Carers Support Project (020 8649 9339, option 2,
www.carerscontactline.co.uk) is for children and young people from the age
of seven to 25 (maximum of age 18 at point of referral) who are providing a
significant amount of care for a parent or sibling. The project conducts carers’
assessments (see chapter two) and offers home visits, information, advice,
advocacy, regular outings and activities during school holidays and support
applying for grants. There is specialist help for young carers of a parent who
12
How To... A Guide for Carers in Croydon 2009-2011
INFORMATION. 1
has a mental health problem and those who need help with school issues,
including a weekly homework club during term-time.
National Organisations
• An online community for young carers at www.youngcarers.net offering
chatrooms, forums and newsletters as well as support from online youth
workers and agony aunts.
• Sibs (01535 645 453, www.sibs.org.uk) provides information, advice and
support to brothers and sisters (siblings) of people with special needs,
disabilities or chronic illness.
Parent Carers of Children and Young People with a Disability
When referring to children and young people with a disability we are including
those with ‘special needs’ and ‘special educational needs’.
Parents in Partnership (PIP) (020 8651 6198, www.pipcroydon.btik.com) is a
first point of contact for parent carers in the borough and can give you advice
and information, as well as details of other services.
Face 2 Face (020 8667 0207, www.croydon-homestart.co.uk) is a befriending
service providing parent carers with emotional support, especially with coming
to terms with their child’s disability. There is also a monthly support group.
Beulah Family Church Parent Support Group (020 8771 4570) is for any parent
of a child with a disability; they do not need to be a member of the church. It
meets on a monthly basis and offers emotional support and the chance to
meet other people in a similar situation.
There are a number of Children’s Centres in Croydon that offer stay and play
sessions for disabled children and their carers as well as workshops and advice
sessions. To find your nearest centre, contact the Family Information Service on
0845 1111 100, www.croydonchildcare.com.
Families with a child aged five and under who has complex needs and receives,
or is likely to receive, input from more than four different services, can get
practical and emotional support from the Early Support Programme for
How To... A Guide for Carers in Croydon 2009-2011
13
1. INFORMATION
Disabled Children (07799 471428, www.earlysupport.org.uk). This programme
aims to improve the services families receive by ensuring effective multi-agency
working - this is usually done by allocating a key worker who will liaise with
other professionals on behalf of the family.
National Organisations
• Contact a Family (0808 808 3555, www.cafamily.org.uk) offers a
comprehensive information service to families caring for a child with
a disability through their helpline and range of publications. Their
www.makingcontact.org site puts families caring for a child with a similar
condition in touch with each other.
• Gingerbread (0800 018 5026, www.gingerbread.org.uk) has a helpline and
factsheets for lone parents, and a specialist advice service for lone parents
caring for a child with a disability or long-term health problem.
Carers of Older People
Age Concern Croydon (020 8680 5450, www.ageconcerncroydon.org.uk) offers
a range of services to people aged 55 and over, and to people of any age who
have a disability, including children, and their carers. These services include
information, advice, advocacy, befriending, handy person services, computer
training, nail cutting, benefits advice and home safety checks. It also has
an online directory (www.accdirectory.org.uk) that gives details of local and
national services and organisations of use to older people and carers.
The Partnership for Older People (POP) Service (020 8654 4440,
www.croydonpop.org.uk) has a bus that that goes to various locations across
the borough bringing services, information and advice to people aged 55 and
over and their carers. There are many different professionals and services
available at different times including: blood pressure checks, falls prevention,
health ‘MOTs’ and medicines management, hearing assessments and benefits
advice.
Croydon Neighbourhood Care Association (020 8662 1000, www.cnca.org.uk)
has neighbourhood care groups all over the borough. The groups are
independent and have their own volunteers that offer a variety of services to
meet the needs of people in their area who are isolated, vulnerable or disabled.
14
How To... A Guide for Carers in Croydon 2009-2011
INFORMATION. 1
The services provided differ from group to group, but examples of the help they
can offer include short breaks for carers, befriending, occasional gardening
and DIY, shopping, lunch clubs and transport.
Older People’s Network (OPeN) (020 8683 7002) offers older people the
chance to meet regularly and express their opinions about the issues that
matter to them. The group’s views are then passed on to service providers via
representatives, ensuring everyone’s voice is heard.
Carers of People with a Physical Disability
DisabilityCroydon (020 8684 5538, www.disabilitycroydon.org.uk) provides
information, advice and support to adults with a physical disability or sensory
impairment and their families. Services include a helpline, regular newsletter,
RADAR keys for accessible toilets, an alternative formats service (large print,
Easy Read, audiotape, disk or Braille translations) and disability equality and
computer training. In partnership with Age Concern Croydon, DisabilityCroydon
runs ACDC Advocacy, which provides advocacy support for people aged 18–54
with a physical disability or sensory impairment. People aged 55 and over
should access the scheme via Age Concern Croydon (020 8680 5450,
www.ageconcerncroydon.org.uk). DisabilityCroydon also runs the Direct
Payment Support Service (see chapter two).
National Organisations
• Scope (0808 800 3333, www.scope.org.uk) offers information, support and
advice to people with a physical disability and their carers.
Carers of People with a Sensory Impairment
Croydon Hearing Resource Centre (020 8686 0049,
www.croydonhearing.org.uk) gives information and support to people with
hearing loss and their carers. The centre provides advice and practical help,
including re-tubing and supplying batteries for NHS hearing aids, onsite and at
the local surgeries they hold around the borough. Home visits are offered to
people who are housebound; and hearing equipment assessments are carried
out on behalf of social services.
How To... A Guide for Carers in Croydon 2009-2011
15
1. INFORMATION
Croydon Deaf Children’s Society (07951 611190,
www.croydondeafchildren.org.uk) offers information, advice and support to
children with a hearing impairment and their families, particularly at difficult
times such as diagnosis or choosing a school. It also arranges social events to
enable the children to enjoy each other’s company and for parents to talk and
support one another.
Croydon Voluntary Association for the Blind (020 8688 2486) offers practical
support, information and advice for adults with a visual impairment and their
carers. It provides a wide range of social activities such as lunch clubs and day
centres, free counselling, rehabilitation services and support for people newly
registered blind.
National Organisations
• Royal National Institute of Blind People (RNIB), (0303 123 999,
www.rnib.org.uk) offers practical support and advice to anyone with a sight
problem.
• Royal National Institute for the Deaf (RNID), (0808 808 0123,
textphone 0808 808 9000, www.rnid.org.uk) offers a wide range of services
for people with a hearing impairment and their carers.
• Sense (0845 127 0060, textphone 0845 127 0062, www.sense.org.uk)
supports deafblind people, their families and carers.
Carers of People with a Learning Disability
If you care for a child or adult with a learning disability you can get information
and support from Croydon Mencap (020 8662 9201,
www.croydon.cswebsites.org). Croydon Mencap publishes a free Directory of
Services for People with Learning Disabilities and a regular newsletter. Other
services include daytime activities, evening and weekend clubs, Treetops
Children’s Centre and welfare benefits advice. It also runs an Older Carers
Support Service offering information, advocacy, social events, and help
with transport costs to carers aged 60 and over who care for an adult with
a learning disability. This service can also carry out carer’s assessments on
behalf of social services.
Advocacy Partners (020 8681 4903, www.advocacypartners.org) is a
16
How To... A Guide for Carers in Croydon 2009-2011
INFORMATION. 1
professional advocacy service for people with learning disabilities living in
Croydon. It enables people to have control over their own lives, make decisions,
be treated fairly and participate fully in community life.
Carers of People with a Life-Limiting or Life-Threatening Condition
The Macmillan Cancer Information and Support Service (020 8401 3441)
provides information, support, counselling and free complementary therapies
for cancer patients and their carers. It also offers a drop-in service (ring to
check times) and you can book an appointment to see a Citizen’s Advice
Bureau worker on some days.
The South East Cancer Help Centre (020 8668 0974, www.sechc.org.uk) offers
information, counselling, complementary therapies and activity groups such as
drama and yoga for cancer patients and their carers. There are support groups
for specific cancers such as prostate, bowel, lung and liver cancer.
The Hospice Information Service (020 7520 8222,
www.helpthehospices.org.uk) provides information about hospice care and how
to find a hospice. The Association for Children’s Palliative Care (ACT) (0845 108
2201, www.act.org.uk) provides information and support to parent carers of
children with a life-limiting or life-threatening condition.
Carers of People with Mental Health Problems
Rethink Croydon Carers Support Service (020 8649 9339, option 3,
www.carerscontactline.co.uk) provides support, advice, information, advocacy
and training for adults who are caring for someone with a severe mental illness.
The service offers home visits, assistance and advocacy at meetings, and the
opportunity to meet other carers through its Afternoon Carers Support Group
and African and Caribbean Carers Group. Rethink also supports the NSF Carers
Group (020 8660 3746) and the Voices Forum (for people with schizophrenia
and their carers) (020 8464 7052).
Regular Carer Education talks are held in Croydon for people who care for
someone with a mental health problem. Professionals and service users are
also welcome at these events. There is usually a talk from a professional and
How To... A Guide for Carers in Croydon 2009-2011
17
1. INFORMATION
the chance to meet other carers and share experiences. For more information
contact Rethink on 020 8649 9339, option 3.
Mind in Croydon (020 8668 2210, www.mindincroydon.org.uk) offers a wide
range of services for people with mental health problems, their carers and
families including social clubs, work experience, employment and social
inclusion service, active minds project (giving support to access leisure and
education services), advocacy, counselling, information helpline, furniture
service and welfare benefits advice. It also produces a free Guide to Mental
Health Services in Croydon.
The Croydon Association of Pastoral Care in Mental Health (020 8665 6718,
www.croydon-apcmh.co.uk) offers drop-in sessions, creative workshops and
social activities for people with mental health problems.
Carers of people with a mental health problem are welcome to join the Croydon
Mental Health Forum (020 8683 7010), which is facilitated by Croydon
Voluntary Action. The forum is made up of people who have experienced mental
health problems, carers, people who work in the voluntary or community sector,
and members of the public. The aim of the forum is to strive for improvements
to treatment and care for mental health service users and their carers.
National Organisations
• SANE (020 7375 1002, Saneline 0845 767 8000, www.sane.org.uk)
provides an information and support service to people experiencing mental
health problems, their families and carers.
Carers of People with Dementia
Croydon Memory Service (020 3228 9500) provides an assessment, diagnosis
and treatment service for adults experiencing memory difficulties, and
support for their carers. If the person you care for has dementia you can get
information, advice and support from the Alzheimer’s Society Croydon
(020 8916 3587). It also carries out carer’s assessments on behalf of Croydon
Council, provides training courses and support groups for carers, access to
alternative care, help with benefit forms and a monthly social event called the
Forget-Me-Not Café for people with dementia and their carers.
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How To... A Guide for Carers in Croydon 2009-2011
INFORMATION. 1
Carers of People with a Substance Addiction
If you are affected by someone else’s substance misuse you may be interested
in the Family, Friends and Carers Support Group run by Croydon Community
Drug Agency (020 8686 7500). There are various Alcoholics Anonymous (AA)
group meetings in Croydon, all of which are ‘open’ to carers at least once a
month. For details ring 020 7833 0022 for Croydon, or 01883 330720 for
Purley, Coulsdon, Addington, Selsdon and Sanderstead. There are two Al-Anon
Family Groups (020 7403 0888) in Croydon for carers of problem drinkers.
Alateen is part of Al-Anon and is for young people, aged 12-17, who are
affected by someone else’s drinking. Call for details of local groups. Croydon
Alcohol Counselling Service (020 8667 9500) provides individual or couple
counselling for those experiencing problems with alcohol (now or in the past)
and their carers. The Drugs ‘n’ Alcohol Service (DNA) (020 8296 9655) offers
counselling for people aged 14-26 who live, work or study in Croydon and want
to talk about their own or someone else’s drug or alcohol use.
National Organisations
• FRANK (0800 776600, www.talktofrank.com) offers advice and information
to anyone concerned about drug use.
• Adfam (020 7553 7640, www.adfam.org.uk) supports people affected by
drugs or alcohol.
Counselling
Counselling offers people the chance to talk in complete confidence and can
be particularly beneficial to carers who may not feel that they can speak freely
about how they really feel about their caring role to those around them. The
Rethink Croydon Counselling Service (020 8649 9339, option 4,
www.carerscontactline.co.uk) offers up to twelve free counselling sessions with
a trained counsellor for any carer in Croydon. This is the only carers-specific
counselling service in the borough, but there are many general counselling
services in Croydon, contact us on 020 8649 9339, option 1 for more details.
National Organisations
• British Association for Counselling and Psychotherapy (01455 833 316,
How To... A Guide for Carers in Croydon 2009-2011
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1. INFORMATION
www.bacp.co.uk) can help you find a local counsellor or psychotherapist.
• Counselling Directory (www.counselling-directory.org.uk) lists local contacts.
Legal Information and Advice and Making a Complaint
The Croydon and Sutton Law Centre (020 8667 9226) provides solicitors who
can help with housing, employment, benefits and equalities issues. Legal
advice is means tested.
Croydon Citizens Advice Bureau (CAB) (www.croydoncab.org.uk)
New Addington CAB (01689 846 890)
Thornton Heath CAB (020 8684 2236)
The CAB provides free, confidential and impartial advice and information on a
wide range of issues including debt, benefits, employment and housing.
The Disability Law Service (020 7791 9800, www.dls.org.uk) provides a
confidential and free legal advice and casework service for disabled adults,
their families and carers. It specialises in community care, employment,
education, welfare benefits, disability discrimination and consumer contract
law.
Community Legal Advice (0845 345 4 345,
www.communitylegaladvice.org.uk) provides free legal advice and information
to people who live on a low income or benefits, on issues such as debt,
education, benefits and tax credits, employment and housing problems. The
service can also help you find a local legal adviser.
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INFORMATION. 1
Key Contacts
Age Concern Croydon
020 8680 5450
Alzheimer’s Society Croydon
020 8916 3587
Carers Direct
0808 802 0202
Carers UK
0808 808 7777
Community Legal Advice
0845 345 4 345
Contact a Family
0808 808 3555
Crossroads Carers Support Service
020 8667 9893
Croydon and Sutton Law Centre
020 8667 9226
Croydon Carers Centre
020 8688 7219
Croydon Community Drug Agency
020 8686 7500
Croydon Deaf Children’s Society
07951 611 190
Croydon Hearing Resource Centre
020 8686 0049
Croydon Mencap
020 8662 9201
Croydon Neighbourhood Care Association
020 8662 1000
Croydon Voluntary Action
020 8684 3862
Croydon Voluntary Association for the Blind
020 8688 2486
Disability Law Service
020 7791 9800
DisabilityCroydon
020 8684 5538
Macmillan Cancer Information & Support Service
020 8401 3441
Mind in Croydon
020 8668 2210
Parents In Partnership
020 8651 6198
Rethink Croydon Counselling Service
020 8649 9339, option 4
Rethink Croydon Carers Support Service
020 8649 9339, option 3
Young Carers Support Project
020 8649 9339, option 2
If you cannot find what you are looking for, please contact the Carers’
Information Service on 020 8649 9339, option 1.
How To... A Guide for Carers in Croydon 2009-2011
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2. SOCIAL SERVICES
Social Services
In addition to carers’ support organisations, there are a number of statutory
services available within the borough for you and the person you care for.
Some of these are offered by Croydon Social Services, a department of
Croydon Council that aims to support people within the community. Before
anyone can receive a service, an assessment of need must be undertaken.
If the criteria is met, help that may be offered includes assistance with
daily living, such as personal care (washing, dressing), meals and shopping,
equipment, playschemes for disabled children, short breaks (giving you and
the person for whom you care some time out), day centres and alternative
housing options such as nursing homes. The ways in which these can
be provided varies, for example they may be organised directly by social
services, or by another organisation such as a charity or, increasingly, carers
can be given money directly to make their own independent arrangements.
Who Provides a Service?
In some cases, the disability of the person you care for will determine who
provides the service. For example, if you look after someone with a mental
health problem, the South London and Maudsley (SLaM) NHS Foundation Trust
(020 3228 6000, www.slam.nhs.uk) provides social care services; see also
chapter three. If you and the person you care for live in different boroughs then
access to services is slightly different. For example, an assessment of need (to
determine what, if any, services can be provided) for the person who is cared
for, is always carried out by the social services department in the borough in
which they live and therefore your assessment as a carer would also be their
responsibility. So, if the person you look after lives in Croydon, but you live
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SOCIAL SERVICES. 2
elsewhere, then you would need to contact Croydon Social Services. However,
if you live in Croydon but the person you care for lives somewhere else it will
be social services in the other borough that carries out any assessments and
provides services to you both. If this is the case, it would be a good idea to get
in touch with a carers’ organisation in that area for information and advice
about local services; please contact us on 020 8649 9339, option 1 for more
details.
How To Get Help
Assessment of Need
If you think that you need more support in your caring role you should begin by
asking social services for an assessment of need of the person you care for.
This can be done by contacting Social Services for Adults on 020 8726 6500
or, if you care for a disabled child, contact Children’s Services on 020 8726
6400. This request can also be made in person at the following Access Croydon
locations (these are Croydon Council offices). There is no telephone contact for
these offices as contact should be made via the numbers above.
• Taberner House, Park Lane, Croydon CR9 3JS
• New Addington, 90 Central Parade, New Addington CR0 OJB
• Strand House, Zion Road, Thornton Heath CR7 8RG
Your telephone request will be dealt with by someone from the Croydon Council
Contact Centre and you will be asked a series of standard questions to work
out whether the person you care for can be referred to a specialist team for an
assessment of need. These teams cover specific groups such as older people,
adults with a learning disability and children with disabilities. Once a referral
has been made and it is agreed that the person you care for does meet the
specified criteria, arrangements will be made for a care manager to undertake
a home visit. This is the time to say if you need an interpreter and whether you
want or need to be present. If the staff at the Contact Centre do not feel that
they can make the referral it will usually be because the person you care for
does not meet their eligibility criteria; they should however advise you about
alternative sources of help.
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23
2. SOCIAL SERVICES
Croydon Social Services decides whom they can help by using guidance from
the government’s Department of Health called “Fair Access to Care Services”.
The aim of this guidance is to prioritise those people in the community at
greatest risk of losing their independence. The person you are looking after will
be assessed as having either a “critical”, “substantial”, “moderate” or “low”
risk of losing their independence. This means that the higher the risk, such as
not being able to live independently, the greater the level of service provision.
This system does not apply to children with a disability; if they are under the
age of 18, live in Croydon and have a “permanent and substantial disability
with a severe or profound impairment”, you and your child will be assessed
under the Common Assessment Framework (CAF). The CAF looks at your child’s
disability, health needs and education and will also take into account the
needs of the family as a whole. If there are a number of professionals working
with your child you may want one of them to be the “lead professional” who
will support you during this, and future assessments, and co-ordinate all the
services supporting your child.
If the person you are looking after is in hospital and is likely to need extra care
and support when they are home, you should speak to ward staff who will put
you in touch with the Care Management Team at the hospital. This team should
carry out the assessment, make arrangements on your behalf and refer you to
any other local services.
An assessment of need is an opportunity for the person you care for, or for you
on their behalf, to describe the things that he or she likes and needs to do but
finds difficult and to discuss solutions. As far as possible these needs will be
taken into account, together with cultural, language and religious preferences,
when deciding on the best support.
In order to prepare for the assessment, it might be helpful to think about the
following and how they affect the independence of the person you care for.
A written list is always useful so that you do not forget anything during the
meeting.
• Are there health and safety concerns?
• Are there difficulties with personal care and other daily routines?
• Can the person you care for make choices and express their views?
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SOCIAL SERVICES. 2
• Are there barriers to involvement in family and community life including
leisure, work, learning or volunteering?
There are organisations that offer support to carers at meetings like this and
can liaise with social services on your behalf, see chapter one for more details.
Following the home visit and a financial assessment, if a service can be
offered, the person you care for should receive a written care plan that includes
details of these services and any charges to be made. This is an important
document and it should be sent out within a “reasonable time” so it is probably
a good idea to keep a record of each stage of the assessment so that you can
chase it up if necessary.
Financial Assessment
There is no charge for an assessment, but like most local council departments,
Croydon Social Services has a policy of charging for its services to adults but
not to children with a disability. At the time of the home visit or soon afterwards,
a financial assessment form will be given which asks for information about
income and savings, so that social services can work out how much, if
anything, should be paid towards the cost of services that the person you care
for receives. A spouse or partner is not under any obligation to provide details
of their finances unless residential care is needed.
If you have any queries or difficulties with the financial assessment form you
can contact the Charging Helpline on 020 8760 5676. There are no national
guidelines on charging, but charges must be “reasonable” and nobody should
be caused hardship or denied a service they need because they cannot pay.
You have every right to question the amount being charged by calling the
helpline and you can also ask for a formal review. If the charges are not paid,
the council can take legal action to recover the debt, but it will still have to
provide the services.
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25
2. SOCIAL SERVICES
Direct Payments
Direct payments are cash payments made to an individual, giving the person
the choice to buy and arrange their own social care services. Anyone aged 16
or over who has been assessed as being entitled to help from social services
can choose to have that help in the form of a direct payment. This money can
then be used to buy services to help with identified needs in the care plan
such as personal care, practical tasks, getting out and about and short breaks
for carers. Many people use direct payments to hire a care worker through
an agency or to become an employer of a care worker themselves. The Direct
Payments Support Service (020 8664 3820) is run by DisabilityCroydon and
provides help to users and those who are thinking about taking on a direct
payment by offering advice and information, as well as practical support and
training on all the financial aspects of employing people.
Independent Living Funds
The person you care for may be entitled to additional money from Independent
Living Funds if he or she receives services or direct payments from social
services. To be eligible, they must receive the highest rate of Disability Living
Allowance (see chapter four) and be aged between 16 and 64. For more
information contact the Independent Living Fund Development Officer for
Croydon on 020 8239 4384 or see www.ilf.org.uk.
Self-Directed Support
Self-directed support is a new way of providing adult social care and all councils
are expected to make significant changes towards this by 2011. Under selfdirected support adults who are eligible for services will be allocated a personal
budget and will agree a support plan with social services about how they will
use it. They may choose to receive the personal budget as a direct payment,
or to have it managed by someone else. They will have a financial assessment,
as with the current system, and may have to pay towards services. For more
information contact Croydon Council on 020 8726 6000.
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SOCIAL SERVICES. 2
Carer’s Assessments
If you are looking after someone who is eligible for an assessment of need
(even if they have not had one) and you provide care for a substantial amount
of time on a regular basis you have a legal right (under the Carers’ and
Disabled Children Act 2000), whatever your age, to a separate assessment
of your own needs. This includes young carers, who must be seven or older at
the time of the referral. It is slightly different if you are a parent carer as your
needs will be taken into consideration as part of the assessment of your child.
You can have a carer’s assessment even if the person you care for does not
want an assessment of their needs. You can also ask for an assessment if you
are going to be providing care for someone in the future, for example after they
come home from hospital or if they are coming to live with you.
If you care for someone with a mental health problem you can request a carer’s
assessment from the community mental health team that co-ordinates care
and treatment for the person you look after. Some carers will be referred to
local charities such as Croydon Mencap (020 8662 9201), the Alzheimer’s
Society Croydon (020 8916 3587) and the Young Carers Support Project (020
8649 9339, option 2) who will carry out a carer’s assessment on behalf of
social services. To ask for a carer’s assessment you should contact Social
Services for Adults on 020 8726 6500 or, if you care for a disabled child,
contact Children’s Services on 020 8726 6400. You can also request a carer’s
assessment in person at one of the Access Croydon locations listed previously
in this chapter.
A carer’s assessment is not a judgement of your ability to care; it is your
opportunity to tell social services about the things that would make caring
easier for you. It can be carried out at the same time as the assessment of
need for the person you are looking after, or separately. In Croydon, carers are
often sent the carer’s assessment form in the post to complete in your own
time. You may want to discuss this with someone and there are organisations
that can support you; see chapter one for more details.
Under the Carers (Equal Opportunities) Act 2004, local authorities also have
a duty to take into account a carer’s work, study and leisure interests. You
will be given a form to complete that asks questions about finding time for
yourself and whether any other roles and responsibilities are affected by your
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27
2. SOCIAL SERVICES
caring role. Think about what you do each day, which times of the day are most
stressful, and what the difficulties are:
• Do you get enough sleep?
• Is your health affected in any way?
• Do you get any time for yourself, and are you able to get out and about and
follow your own interests?
• Are your other relationships affected by your caring role?
• Are you worried you may have to give up work or other responsibilities?
You should include any practical ideas you have about what will help you, and
you can ask for services that will enable you to continue looking after someone
as well as those that maintain your health and wellbeing. Possible services
for carers include transport, equipment, a phone, driving lessons and short
breaks. Your carer’s assessment should also include planning for emergencies;
see chapter ten.
Do not forget that you have the right not to be a carer. This can be hard to
say or it may not seem like a realistic option, but a key part of the carer’s
assessment should be whether and to what extent you can continue, or take
on, a caring role.
After you have submitted the carer’s assessment form the care manager will
let you know if you are eligible for any services, such as short breaks. All adults,
including parent carers, will be asked to complete a financial assessment
form to calculate how much you should pay, and the services you are going
to receive should be detailed in a written care plan. If you do not receive this,
or do not get a response to your assessment form, contact the care manager.
You should have another carer’s assessment if the person you care for is reassessed because circumstances have changed, although you can also ask for
a review of the care plan at any time.
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SOCIAL SERVICES. 2
Protecting Children and Adults
Another important function of social services is to “safeguard” vulnerable
people. Carers need to be aware that children and adults who are disabled,
ill or have long-term health conditions are regarded as being more at risk of
suffering abuse. There is a system in Croydon that aims to provide immediate
support if you are at all concerned. If you are worried about a child, contact
Children’s Services on 020 8726 6400 and if you are concerned about
an adult, contact the Adult Abuse Reporting Line on 020 8760 5697. Both
numbers are open 24 hours.
For non-urgent advice and information ring the Safeguarding Adults Team on
020 8760 5790. You can also contact the NSPCC Child Protection Helpline on
0808 800 5000 or Action on Elder Abuse on 0808 808 8141.
Registers
You may think that you need to inform social services, or ‘register’ yourself as
a carer, but there is no requirement on social services to hold either a register
of carers or of disabled adults. Social services are however legally required to
keep a register of disabled children. The Register for Children and Young People
with Disabilities is held by Register Services (020 8770 8237,
www.registerservices.nhs.uk) and parents can place their child’s name on the
register directly. One of the benefits of doing so is that all registered children
are sent an I-Count Card that can be used as proof of disability. Adults who
are blind or visually impaired can be ‘registered blind’. Their consultant
ophthalmologist must send a certificate of visual impairment to the Sensory
Impairment Team at Croydon Council (020 8726 6500) who will then contact
the individual directly to arrange registration. The registration card can be used
as proof of disability.
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2. SOCIAL SERVICES
Complaints About Social Services
If you, or the person you care for, are not happy with the services you receive,
or if you have been refused services, you should begin by discussing it with
the care manager who carried out the assessment. If you are still not satisfied,
you can make a formal complaint by contacting Croydon Council on 020 8726
6000 and asking for a complaint form which will give details of the procedures
to follow, including timescales. If you would like help to make a complaint see
chapter one for details of local organisations that can assist you.
If you are not satisfied with Croydon Council’s response to your complaint
you might want to take it further. You can make a complaint to the Local
Government Ombudsman, but only if it is felt that the council is at fault and
this has caused problems for you. This might be because of the way in which a
service has been delivered, or because of the way in which a decision has been
made. You cannot complain about the decision itself simply because you do not
agree with it. To find out more, contact the Local Government Ombudsman on
0845 602 1983 or go to www.lgo.org.uk.
Key Contacts
Adult Abuse Reporting Line
020 8760 5697
Charging Helpline
020 8760 5676
Children’s Services
020 8726 6400
Croydon Council
020 8726 6000
Direct Payments Support Service
020 8664 3820
Independent Living Fund
020 8239 4384
Local Government Ombudsman
0845 602 1983
Register Services
0208770 8237
Safeguarding Adults Team
020 8760 5790
Social Services for Adults
020 8726 6500
If you cannot find what you are looking for please contact the
Carers’ Information Service on 020 8649 9339, option 1.
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SOCIAL SERVICES. 2
How To... A Guide for Carers in Croydon 2009-2011
31
3. HEALTH
The health of the person you look after is possibly one of the most important
concerns for you. In addition to mainstream health provision, there are
specialist services and teams for groups such as older people, children and
adults with disabilities, people who have a terminal illness and those with
mental health problems or drug and alcohol problems and we have given
information about these here. For advice about health care in an urgent
situation, see chapter ten. Carers are more likely to have health problems
themselves, directly as a result of caring for someone, so it is vital to access
health services for your own needs too.
The Impact of Caring on Your Health
As a carer it is easy to neglect your own health needs because you are so
focused on the well being of the person you care for. However, it is important
that you look after yourself, both physically and mentally, and make sure your
caring role is not having a negative impact on your health. If you stay as well as
possible you will be more able to cope with the demands of being a carer, and
this will benefit both you and the person you care for. Two of the most common
health problems for carers are back injuries and stress-related illnesses. If you
are helping someone move around, and have not been shown how to do so
by a professional, you may be damaging your back. If the person you care for
has a care manager ask them to help you find suitable training, or you could
approach another professional involved in their care, such as a physiotherapist,
for a demonstration of how to move someone safely. The Carers’ Information
Service runs annual moving and handling training for carers; see chapter nine.
If you are already experiencing back problems, BackCare (0845 130 2704,
www.backcare.org.uk) offers advice and information on managing back pain.
An effective way of dealing with stress is to talk about it; there are support
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HEALTH. 3
groups and a counselling service specifically for carers in Croydon that you can
access for free; see chapter one for details. There are also services that can
ease the pressure by giving you a break from caring, see chapter eight.
Health Services
NHS Croydon (formerly known as Croydon Primary Care Trust) is responsible
for ensuring Croydon residents get the healthcare services they need. This
includes GPs, district nurses and other community health services, as well as
hospital care.
Your GP will usually be the first professional you go to if you have any concerns
about your health. Make sure you tell your GP you are a carer, and ask them to
record the fact in your medical notes. This should ensure that you are offered
the flu jab and a regular health check; your surgery may also have a carers
support group. A GP who understands carers and is aware of your situation can
be a gateway to other sources of support such as counselling, and can make
referrals to agencies such as social services. You have the right to change your
GP at any time and do not have to give a reason. Details of Croydon GPs, and
also dentists, pharmacists and opticians, are available at www.nhs.uk or from
the Primary Care Support Service on 020 8335 1400.
Carers can also get a free health check, which includes a blood pessure test;
a body mass index calculation; advice about administering medication; a free
prescription delivery service; advice about maintaining a healthy lifestyle,
including support to give up smoking: and in-store discounts at Day Lewis
Pharmacies in Norbury, Sanderstead and Thornton Heath.
Community health services in Croydon include:
• The Children’s Hospital at Home Team (020 8714 2501) which provides
acute nursing care for children who would otherwise be in hospital; nursing
care; continuing care and play therapy for children with complex health
needs; advice for families caring for a disabled child. Referral must be made
via a health professional.
• The Community Dental Service (020 8714 2708) which provides dental care
for people who struggle to access mainstream dentists, such as people with
a learning disability or people who are housebound. Self-referrals accepted.
How To... A Guide for Carers in Croydon 2009-2011
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3. HEALTH
• The Continence Service (020 8714 2979) which provides advice,
assessment and supplies of continence aids to people with bladder or
bowel problems. Self-referrals accepted.
• The Health Visiting Team for Older People (020 8714 2800) which provides
information, advice and support on any health, social, housing or financial
issue. The team usually works with people aged 55 or over. Self-referrals
accepted.
• The Occupational Therapy (OT) Service which provides support for people
with physical disabilities to live as independently as possible. Adults can
access OT via Croydon Social Services (020 8726 6500); the Children’s OT
Service (020 8274 6850) can be contacted directly.
• The Physiotherapy Service which provides advice, information and
treatment for people experiencing a wide range of physical problems. Adults
usually access physiotherapy via their GP; the Children’s Physiotherapy
Service (020 8274 6850) can be contacted directly.
• The Community Podiatry/Chiropody Service (020 8274 6820/6836)
which provides footcare treatments for people who are at high risk of
complications, such as people with diabetes. Referral must be made via a
health professional.
• The Speech and Language Therapy (SALT) Service which provides
diagnosis and treatment of communication and swallowing difficulties. The
departments for both adults (020 8401 3103) and children (020 8714
2594) can be contacted directly.
For information about Croydon’s community health services, please contact
020 8274 6300.
Hospital
While it is often the case that children and adults with a disability or medical
condition will have hospital admissions, it is sometimes forgotten that carers
sometimes have to go into hospital too. If you are concerned about who will
look after the person you care for in your absence then you should contact
their care manager, or social services if they do not have one; see chapter
two about requesting a social services assessment. It is important to make
social services aware of the situation as soon as possible, as you will need to
request an assessment of the person you care for to see if they are eligible
for community care services. It can take time for this process to be carried
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HEALTH. 3
out and for alternative care to be arranged. You will need to work closely with
the care manager in case of cancellation or postponement of your hospital
admission. You may also need support in place once you are discharged as you
may need time to recuperate and not be able to resume caring straight away.
The care management team at the hospital should help arrange a package
of care in this situation. If you have ongoing health issues that may result in
sudden hospital admission, you may want to ask social services to help you
draw up an emergency plan (perhaps as part of a carer’s assessment), so that
if you are admitted to hospital unexpectedly you know the person you care for
will be looked after appropriately and immediately.
If the person you care for is admitted to hospital you should be involved at
all stages in discussions about their care. The person you care for should be
assessed by the hospital care management team and a care plan drawn up
which details the support which is to be in place before discharge. The care
management teams at Mayday Hospital can be contacted on
020 8401 3148 (Adult Care Management Team) or 020 8401 3409 (Mayday
Children and Families Service). If, following assessment, the person you
care for is deemed to have support needs that cannot be met by standard
community health services, the Community Intermediate Care Service (CICS)
may become involved. CICS (020 8274 6444) works to prevent hospital
admission and encourages prompt discharge, and it can provide up to six
weeks intensive support following discharge. You have the right to a carer’s
assessment (see chapter two) to look at the support you will need if you have
chosen to start, or continue caring, after a hospital admission.
If the person you care for will require a high, ongoing level of care that is
directly related to their health needs they should be assessed for NHS
continuing healthcare. If they are eligible for this the NHS will pay all health and
social care costs for people living in their own homes, or all fees for those living
in care homes. For more information on NHS continuing healthcare (or any
aspect of Mayday’s services), contact PALS at Mayday Hospital
(020 8401 3210). The Department of Health (DoH) publishes useful leaflets
including NHS continuing healthcare and NHS-funded nursing care. Contact
the publications orderline on 0300 123 1002 for copies.
Practical and befriending support for carers may be available during and after a
hospital stay from the British Red Cross Hospital and Community Service (020
8401 3590) which is based at Mayday Hospital.
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3. HEALTH
Mental Health Services
Mental health services in Croydon, for adults and children, are provided by
South London and Maudsley (SLaM) NHS Foundation Trust (020 3228 6000,
www.slam.nhs.uk). Mental health services, which can be accessed via referral
from a healthcare professional include:
• The Croydon Integrated Adult Mental Health Service which provides services
for people aged 18-65 who have a severe mental health need.
• The Croydon Integrated Mental Health of Older Adults Service which
provides services for people over 65 who have a severe mental health need.
• The Child and Adolescent Mental Health Service (CAMHS) which provides
services for children and young people up to the age of 18.
• The Primary Care Psychological Therapy Service which provides therapies
for adults aged 18 and over with mild to moderate mental health needs.
• The Croydon Integrated Psychological Therapies Service which provides
therapies for adults aged 18-65 with moderate to severe mental health
needs.
The majority of in-patient care for Croydon residents who are experiencing
a mental health crisis occurs at Bethlem Royal Hospital, but there are two
community-based residential treatment centres which can provide alternatives
to hospital: Ashburton Road Crisis Unit and the Women’s Service. The Home
Treatment Team works with adults aged 18-65 who are experiencing a
psychiatric crisis that, without intervention, would result in hospital admission.
You can get information on any of these services, or on any aspect of mental
health care in Croydon, including how to access services for yourself or the
person you care for, by contacting the SLaM Information Line
(0800 731 2864) 24 hours a day, seven days a week. If you experience any
problems with the service the person you are caring for is receiving, or need
more information regarding SLaM, contact SLaM PALS on 0800 731 2864
(same number as the information line).
The Books on Prescription Scheme aims to help Croydon residents with mild
to moderate mental health issues, for example panic attacks, eating disorders,
anger or obsessive behaviours, by offering GPs the opportunity to prescribe to
their patients self-help guides available from Croydon libraries. Carers may also
find this a useful source of information.
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There are a number of organisations supporting carers of people with mental
health problems, see chapter one for details.
Drug and Alcohol Services
If the person you care for has a drug or alcohol problem there is a range of
support available from health providers, as well as voluntary organisations that
are listed in chapter one.
The Croydon Substance Misuse Team (020 3228 0200) provides a
comprehensive service to adults aged 18 and over; the team offers
rehabilitation programmes, assessments of need, medication, access to a
psychologist and much more. Children and young people under 18 can be
referred to the Child and Adolescent Mental Health Service
(020 3228 0000) by a professional such as a GP.
For more information on these or other drug and alcohol services in Croydon
call the Drug and Alcohol Action Team (020 8726 7750,
www.croydondaat.org.uk).
Managing Someone’s Medication
If the person you care for is taking medication but has mislaid the
patient information leaflet that came with it, you could go back to the
pharmacy that dispensed the medication or you may find it helpful to visit
www.emcmedicines.org.uk. This is an electronic medicines compendium,
and contains information about all UK licensed medicines, including physical
descriptions, side effects and any interaction with other medication.
To help manage the storage and dispensing of medication, you can obtain
handy storage containers such as those with the days of the week marked,
and pill cutters, from equipment suppliers such as Care Providers (020 8654
4627, www.care-providers.co.uk) which sells and leases a number of care
and mobility products (and provides domiciliary care). See chapter five for
other equipment providers. Boots Medisure Service is a free scheme whereby
prescribed medication can be put into separately marked blister packs labelled
with the time of day when the tablets should be taken. You can register for this
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3. HEALTH
service at the pharmacy counter in any Boots pharmacy. Pillbox UK
(0800 112 3147, www.medicineblisterpacks.co.uk) is a registered UK
pharmacy specialising in dispensing prescription medication into easy to use
disposable pill boxes. This service is free of charge, delivered to your home and
available to anyone with an NHS prescription.
Palliative Care
For people living with a life-limiting or life-threatening condition, support is
available from Croydon Social Services and possibly from NHS continuing
healthcare (see above). Croydon residents also have access to hospice services
such as in-patient care, home nursing and emotional support. Palliative care
services do not just focus on the person with the condition, they support
families and carers as well, often through the bereavement process and
beyond. Croydon Crossroads (020 8688 4499) works with Macmillan Cancer
Relief to provide services to carers of children and adults with palliative care
needs. The service offers a comprehensive range of practical and emotional
support, designed to support the carer and help the cared for person remain in
their own home for as long as possible. Children with palliative care needs may
receive support from the Children’s Hospital at Home Team
(020 8714 2501) which offers nursing care, continuing care and play therapy
for children with palliative care needs. It also provides emotional support for
children with a life-limiting condition and their siblings via the Willow Children’s
Bereavement Service (020 8714 2501).
If the person you care for needs hospice care, they will be referred by a
healthcare professional, such as their GP or hospital staff, and the hospice they
can go to will depend on where they live. The Hospice Information Service
(020 7520 8222, www.helpthehospices.org.uk) provides information about
hospice care and how to find a hospice.
Adults living in the London Borough of Croydon may be referred to
St. Christopher’s Hospice (020 8768 4500, www.stchristophers.org.uk) which
offers in-patient care, home nursing and a comprehensive social work, welfare
benefits and bereavement service to adult patients, their carers and relatives.
Chlidren may be referred to CHASE (01483 230 960, www.chasecare.org.uk)
which works with children and young people aged 0-19 and offers in-patient
care at Christopher’s Children’s Hospice as well as home care and practical
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HEALTH. 3
and emotional support to the family through bereavement and beyond. The
Rainbow Trust (01372 453 309, www.rainbowtrust.org.uk) works with children
and young people aged 0-18 and offers practical and emotional support via
their family support workers, and breaks at their two respite houses.
NHS Costs and Transport
Most NHS treatment is free, but charges are made for prescriptions and
services such as sight tests and dental treatment. Some groups of people,
such as those aged 60 and over and people with certain medical conditions,
are entitled to access some or all of these services for free. If you do not fit
into one of these specified groups and you or your partner are aged 16-59, on
a low income and/or receive certain means-tested benefits you may qualify for
exemption from NHS health charges under the NHS Low Income Scheme.
Under this scheme you may also be able to claim back transport costs for
journeys to receive treatment at an NHS hospital under a consultant, or
through referral by a doctor or dentist. You should be able to claim your travel
expenses at the hospital where you have your treatment, but if not, ask them
for an HC5(T) refund claim form. Refund claim forms are also available for other
services such as sight tests and prescriptions. For further information about
help with NHS health costs, and to request claim or refund forms, call Help with
Health Costs on 0845 850 1166.
If you do not qualify for free prescriptions, a prescription pre-payment certificate
can save you money if you have to pay for more than three prescription items in
three months, or 14 items in 12 months. For more information call
0845 850 0030.
Consent, Access to Medical Records and Complaints
Within the law, anyone aged 16 or over who has mental capacity, and can
therefore make their own decisions, should be asked for their consent before
they undergo any medical treatment (except in emergencies). If someone does
not have mental capacity another person can give consent on their behalf,
for example if they hold a lasting power of attorney. For full details on mental
capacity and lasting power of attorney contact the Office of the Public Guardian
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3. HEALTH
(0845 330 2900, www.publicguardian.gov.uk). Children aged 15 and under are
not deemed to have capacity, so parents or guardians can give consent on their
behalf.
Everyone, including children, has the right to view their medical records under
the Data Protection Act 1998. If you want to access someone else’s medical
records you will need their consent, unless they lack capacity, or you hold a
power of attorney for them. If you are a parent and want to access your child’s
medical records you will also need your child’s consent if they are considered
capable of making decisions about his/her medical treatment – this is often
age 16 but can be younger. It is recommended that you apply in writing if you
wish to view any records; there is usually a charge and you may need proof of
identity. If you or the person you care for are refused access to your medical
records, or you are unhappy with their content, you can make a complaint to
the record holder. If you are still dissatisfied after this, you can approach the
Information Commissioner’s Office (08456 30 60 60, www.ico.gov.uk).
If you need to make a complaint about any NHS service the first place to go to
is the Patient Advice and Liaison Service (PALS) for that organisation. If PALS
cannot help then the Independent Complaints Advocacy Service (ICAS)
(0845 337 3063, www.pohwer.net) offers information and practical support
with NHS complaints such as help with writing letters and attending meetings.
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HEALTH. 3
Key Contacts
Backcare
0845 130 2704
British Red Cross Hospital Service
020 8401 3590
CHASE Children’s Hospice Service
01483 230960
Children’s Hospital at Home Team
020 8714 2501
Community Intermediate Care Service
020 8274 6444
Croydon Child and Adolescent Mental Service
020 3228 0000
Croydon Crossroads
020 8688 4499
Croydon Substance Misuse Team
020 3228 6444
Drug and Alcohol Action Team
020 8726 7750
Hospice Information Service
020 7520 8222
PALS & Complaints
020 8274 6333
Help with Health Costs
0845 850 1166
Independent Complaints Advocacy Service
0845 337 3063
Information Commissioner’s Office
08456 30 60 60
Mayday Adult Care Management Team
020 8401 3148
Mayday Children and Families Services
020 8401 3409
PALS - Mayday Healthcare NHS Trust
020 8401 3210
Rainbow Trust
01372 453 309
PALS - Information Line - SLaM (South London &
Maudsley NHS Foundation Trust
0800 731 2864
If you cannot find what you are looking for please contact the Carers’
Information Service on 020 8649 9339, option 1.
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4. MONEY MATTERS
Caring for someone can be expensive, so it is important to make sure you
are receiving all the income, benefits and discounts you are entitled to.
There is a wide range of benefits available, but we have focussed on the
ones most relevant to you as a carer. Getting advice about your entitlements
and help with form completion is advisable, as most benefit claim forms are
lengthy and can be complex. To qualify for most benefits you must satisfy
certain rules about residence and presence in Britain, and any claims may
be affected by your immigration status.
Information and Advice
All carers should have a benefits check to find out whether you and the person
you are caring for are entitled to any financial support. The Croydon Welfare
Rights Team (0800 731 5920) provides telephone advice to Croydon residents
on all aspects of benefits. It also provides a comprehensive casework service
to families who have a child with a disability, people who are over 60, and
those who live in certain areas of the borough. The Department for Work and
Pensions (DWP) runs a Benefit Enquiry Line (0800 88 22 00) that can answer
questions on carer and disability benefits, send out claim packs and help
with completing application forms. For people aged 60 and over, the Pension
Service for Croydon (020 8687 3641) is able to do benefit checks and support
people with any resulting benefit applications. For contact details of other
organisations that may be able to help with benefits and finances see chapter
one.
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MONEY MATTERS. 4
Benefits for People with a Disability
There are three main benefits for people with a disability or illness.
Disability Living Allowance (DLA) is for people aged 0-64 who have an illness
or disability that affects their mobility and/or their ability to carry out personal
care tasks unaided. The claimant must have had the illness or disability for at
least three months and expect to have it for at least another six months. DLA
has two components: care and mobility; each is paid at varying rates depending
on the level of the disability. There are separate claim forms for children aged
15 and under.
Attendance Allowance (AA) is for people aged 65 or over who have an illness or
disability that affects their ability to carry out personal care tasks unaided. The
claimant must have had the illness or disability for at least six months. AA is
paid at two rates depending on the level of the disability.
Payments of AA and DLA will normally stop after the person receiving them has
spent four weeks (12 weeks for children under 16) in a hospital or care home.
Those who participate in the Motability scheme (see also chapter six) may be
able to retain the mobility aspect of their DLA for the duration of their Motability
agreement. To claim DLA or AA contact the DWP, Benefit Enquiry Line on
0800 88 22 00.
Special Rules for people who have a terminal illness mean that if a claimant
is not expected to live for more than six months their claim will be fast-tracked
and they will automatically qualify for the higher rate care component of DLA or
higher rate AA. A doctor will need to complete a DS1500 form (doctors have a
supply of these), which needs to be sent in with the claim form.
People may be able to claim Employment and Support Allowance (ESA) if they
have an illness or disability that affects their ability to work, and they are over
16 but under state pension age, unemployed/self employed, or cannot get/
are no longer receiving statutory sick pay. As of October 2008 ESA replaced
Incapacity Benefit (IB), although people already receiving IB will continue to do
so. ESA claimants are divided into two groups:
• The Work-Related Activity Group is for people assessed as being able to
undertake some form of work-related activity.
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4. MONEY MATTERS
• The Support Group is for people assessed as being unable to undertake any
form of work-related activity. This group receives a higher rate of ESA.
To claim ESA contact Jobcentre Plus on 0800 055 6688 or apply online at
www.dwp.gov.uk/eservice.
The Disability Premium (DP) is available to people who are aged 16-59, who
receive a means-tested benefit such as income support or income-related
ESA and also receive DLA or another specified disability benefit. Those who
receive the higher rate care component of DLA will be entitled to the Enhanced
Disability Premium (EDP) as well. Recipients of DP who go into hospital can
continue to be paid the DP and/or the EDP for up to 52 weeks.
People aged 16 and over who are receiving AA or the middle or higher rate
care component of DLA, who technically live alone and no one receives carer’s
allowance for looking after them (an underlying entitlement does not count)
may be entitled to the Severe Disability Premium (SDP) – this can be paid in
addition to the DP and the EDP. Those who go into hospital will be paid SDP
only until their DLA or AA is withdrawn (four weeks). These premiums will be
automatically added to payments of the qualifying benefits, but it is worth
checking this with the agency who pays the benefit.
Benefits for Carers
Carer’s Allowance (CA) is available if you are aged 16 or over and care, for
at least 35 hours a week, for someone who is receiving AA or the middle or
higher rate care component of DLA. You do not have to be a relative or live
with the person you are caring for, but you must not be in full-time education
(over 21 hours a week) or earning over £95 a week (amount correct at time of
printing), after some allowable deductions such as tax and national insurance.
CA overlaps with certain benefits (such as state pension) leading to what is
called an “underlying entitlement”, but no actual payment of CA. Other benefits
(such as income support) will be reduced by the amount of CA you receive. It
is always worth claiming CA even if it does not increase your income as it may
entitle you to other benefits such as the carer premium.
You can only receive CA once, even if you care for more than one person. If two
people care for someone, only one of them is entitled to claim even though
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MONEY MATTERS. 4
both are carers. CA can be backdated for three months, so you should claim
within three months of the person you care for being awarded AA or DLA. If
the person you care for loses their entitlement to AA or DLA, then you will no
longer be eligible for CA. If you, the carer, are admitted to hospital then you will
continue to be paid CA for 12 weeks. Be aware that if you are awarded CA the
person you care for will no longer be entitled to the Severe Disability Premium.
To claim CA contact the DWP Benefit Enquiry Line on 0800 88 22 00.
If you receive CA (or have an underlying entitlement) and also receive income
support or pension credit, you will be eligible for the carer premium. If you are
also caring for a child who is registered blind or receives DLA you will be eligible
for the disabled child premium. These premiums will be automatically added to
payments of the above benefits.
National Insurance (NI) credits protect your entitlement to a state pension and
may help you qualify for benefits in the future. You are automatically awarded
NI credits for each week you receive CA. Home Responsibilities Protection
(HRP) protects your basic state pension rights for each tax year when you care
for someone for at least 35 hours a week and that person is receiving AA or
the middle or higher rate care component of DLA, but you are not receiving CA.
To apply for HRP contact the DWP Benefit Enquiry Line on 0800 88 22 00 and
request claim form CF411 or you can apply online at www.direct.gov.uk.
Benefits for People on a Low Income
You may be entitled to Income Support (IS) if your income does not meet the
minimum level set by the government. To claim IS you must be aged 16-59
and either working less than 16 hours a week or be exempt from signing on for
work due to a disability or caring/parental responsibilities. To claim IS contact
Jobcentre Plus on 0800 055 6688 or apply online at
www.dwp.gov.uk/eservice.
You may be entitled to the guarantee element of Pension Credit (PC) if you, or
your partner, are aged 60 or over and your income does not meet the minimum
level set by the government. To claim contact the Pension Service on
0800 99 1234.
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4. MONEY MATTERS
Housing Benefit (HB) can help you meet your rent payments and Council Tax
Benefit (CTB) can help you pay your council tax. You can claim HB or CTB if you
are working (and on a low income) or claiming certain benefits such as income
support. HB and CTB are affected by savings and are not available if you are
a full-time student. To claim contact the Council Tax and Benefits Customer
Contact Centre on 020 8726 7000.
You may be entitled to Jobseeker’s Allowance (JSA) if you are 18 or over,
unemployed (or working less than 16 hours a week), not in full-time education,
under state pension age and are capable of, and actively looking for, full-time
employment. If you are a young carer (aged 16 or 17) and have left school you
can be paid JSA on a discretionary basis if you can prove you will suffer severe
hardship without it. In this instance JSA will normally be paid for a maximum of
eight weeks. To claim JSA contact Jobcentre Plus on 0800 055 6688 or apply
online at www.dwp.gov.uk/eservice.
Working Tax Credit (WTC) is available if you or your partner are on a low income
and are:
• 16 or over and working 16 or more hours a week and either have a disability
or are responsible for one or more children,
• 25 or over and work at least 30 hours a week,
• 50 or over and returning to work for at least 16 hours a week after receiving
certain benefits.
Child Tax Credit (CTC) is available if you are 16 or over, your income is within
certain limits and you are responsible for at least one child who is under 16 (or
19 if in full-time education). CTC payments increase if your child is receiving
DLA.
You can request a tax credits claim pack from the Tax Credit Helpline on
0845 300 3900 or apply online at www.taxcredits.inlandrevenue.gov.uk.
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MONEY MATTERS. 4
Council Tax
If you live in a property that is the main residence of an adult or child who
is “substantially and permanently disabled” and the property either has an
additional room needed by and mainly used by the person with the disability, or
enough space for that person to use a wheelchair indoors, you may be entitled
to have your existing council tax band lowered to the band below and this will
reduce your bill. This is called the Disabled Band Reduction Scheme.
Council tax bills are based on two adults living in a property - properties with a
single occupant receive a 25 per cent discount, empty properties a 50 per cent
discount. Certain carers and people who are severely mentally impaired are
not counted for council tax purposes. You can be not counted if you spend at
least 35 hours a week caring for someone who lives with you, and that person
receives higher rate AA or the higher rate care component of DLA. You cannot
be the partner of the person with the disability, or their parent if they are aged
under 18; if more than one person in the household meets this criteria they can
be not counted as well. If the person you care for is severely mentally impaired,
and they live with you, they can be not counted if they have a medical certificate
from a doctor confirming their disability and are receiving certain benefits.
If you have been eligible for either of these schemes in the past, but did
not apply, your claim should be backdated to when you were first eligible.
Properties solely occupied by people who are severely mentally impaired, and
properties left empty because the occupant has moved elsewhere to care for
someone, or be cared for, are all exempt from council tax. Contact the Council
Tax and Benefits Customer Contact Centre on 020 8726 7000 for more
information or to apply for a discount.
Financial Hardship and Debt
The social fund makes one-off payments, loans and grants to those on meanstested benefits or those on low incomes and in crisis. The social fund also
administers Sure Start maternity grants, cold weather and winter fuel payments
and can help cover the costs of the funeral of a close friend or relative. The
social fund is administered by Jobcentre Plus (Social Fund) (0845 608 8661).
If you are experiencing problems with debt then you may want to contact
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4. MONEY MATTERS
National Debtline (0808 808 4000, www.nationaldebtline.co.uk) or the
Consumer Credit Counselling Service (0800 138 1111, www.cccs.co.uk). Both
these organisations can offer information and practical advice on dealing with
debt.
There are grant-giving organisations that may be able to help if you are
struggling financially. The Directory of Social Change (08450 777 707,
www.dsc.org.uk) produces A Guide to Grants for Individuals in Need, which
lists many such organisations. However the guide is expensive so you may
want to view it at Croydon central library or visit www.turn2us.org.uk or
www.guidestar.org.uk - both of which give information on charities and grants.
Some of the organisations listed in chapter one may be able to offer assistance
with grant applications and you may also find our Grants factsheet helpful.
Discounts and Reductions
It is worth making the most of any opportunities you have to get discounts as
a result of your caring status. Carers can often get free or discounted entry
to tourist attractions; proof of the disability of the person you care for may
be required. People who are blind can apply for a 50 per cent reduction on
the costs of their television licence. If your child is blind, you can register the
licence in their name and also get the reduction. You only need one license per
household, so if the person you care for is entitled to any concessions, you can
register in their name. For more details, contact TV Licensing on
0844 800 6790, or go to www.tvlicensing.co.uk.
Managing Someone Else’s Money
If you need to take charge of some or all of the financial affairs of the person
you care for, there are various options open to you. If the person currently has
“mental capacity” (the ability to make one’s own decisions) and only wants
to give someone authority to access specific accounts they could set up a
third party mandate - a written instruction to a bank giving you access to their
account. If they have a Post Office card account they can apply for someone
else to be the Permanent Agent, giving him or her their own card and PIN. If
they choose to give someone greater authority over their affairs they can set
up an Ordinary Power of Attorney. If the person you care for wants someone to
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MONEY MATTERS. 4
be able to act for them once they have lost capacity they will need to set up a
Lasting Power of Attorney (LPA).
An LPA must be created while the person still has mental capacity, and
appoints someone to act on his or her behalf once they can no longer make
decisions. More than one person can be granted LPA and they can act singly
or jointly. There are two types of LPA. A property and affairs LPA gives someone
authority to make decisions about financial affairs. A personal welfare LPA
gives someone authority to make decisions about health and personal welfare.
Enduring Powers of Attorney (EPA) have now been replaced by LPAs (under the
Mental Capacity Act 2005) and can no longer be set up, but an EPA created
before 1 October 2007 is still valid. Before it can be used an EPA or LPA has
to be witnessed and registered with the Office of the Public Guardian (OPG);
a fee applies. If someone loses capacity without setting up an EPA or LPA, it
may be necessary to go to the Court of Protection to appoint a deputy to act
on his or her behalf. Applying to the Court of Protection is more expensive and
complicated than setting up an LPA. The OPG (0845 330 2900,
www.publicguardian.gov.uk) can give information and advice on EPAs, LPAs
and the Mental Capacity Act, and support those making decisions for someone
else.
Wills and Funerals
Making a will is important because it can save family and friends the distress
of legal entanglements after a death. If you are a carer it is even more
important to make a will so that if the person you care for outlives you, they
will continue to be provided for in the way you would prefer. Even in the case
of straightforward wills it is recommended that you use a solicitor to ensure
everything is done correctly.
There are useful leaflets available free from the Law Society
(0870 3333 084, www.lawsociety.org.uk) which publishes Your Guide to
Making a Will and Community Legal Advice (Helpline: 0845 345 4 345, Leaflet
Line: 0845 3000 343, www.communitylegaladvice.org.uk) which publishes
Wills and Probate: Dealing with Someone’s Affairs When They Die.
The Mencap Wills and Trusts Team (020 7696 6925,
www.mencap.org.uk/willsandtrusts) provides information and advice to people
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4. MONEY MATTERS
with a learning disability and their carers. Free support includes access to a
solicitor for advice, seminars across the country, a recommended solicitor
directory and publications including Leaving Money by Will. Age Concern
Croydon (020 8680 5450, www.ageconcerncroydon.org.uk) offers a free wills
service on a monthly basis - a solicitor is available for half hourly appointments
to answer questions about will-making; these slots must be booked in advance.
If the person you care for dies and you need financial support to meet the costs
of the funeral there are schemes that may be able to help. The deceased may
have a pre-paid funeral plan or insurance policy, which would cover the costs,
or they may be entitled to a death-in-service payment (if they were working) or
help from an employer’s benevolent fund. If you are on certain benefits you may
be able to get a funeral payment from the social fund. If the person you were
caring for was in the armed forces, you may also be able to request help from
organisations such as the Soldiers, Sailors, Airmen and Families Association
(SSAFA) (0845 1300 975, www.ssafa.org.uk). Sometimes the hospital where
the person died will arrange and pay for a simple funeral. If the person did not
die in an NHS hospital, and you are not eligible for the social fund, Croydon
Council may help organise and fund the funeral. Contact Croydon Council on
020 8726 6000 and ask for the Funerals Officer. If you are having problems
finding the money to pay for the funeral, talk to the funeral director who may
agree to be paid by installments. The leaflet What To Do After A Death In
England and Wales is available from Croydon Register Office on
020 8726 6300.
When Your Caring Role Ends
If your caring role comes to an end because the person you cared for has
died, or your caring role is now less intense than it was because the person
you care for is living elsewhere, you may have less money coming in and be
worried about your finances. It is worth checking to see if you are entitled to
any benefits, such as bereavement benefits, which could increase your income.
If you were receiving CA you will continue to do so for eight weeks after the
person you cared for has died, or four weeks after they move into a care home,
provided that you still meet the other conditions. Carers UK publishes When
Caring Comes to an End which you can request by contacting their publications
line on 0845 241 0963 or visiting www.carersuk.org. Contact us if you would
like information about sources of bereavement support and counselling.
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Key Contacts
Age Concern Croydon
020 8689 5450
Community Legal Advice
0845 345 4345
Consumer Credit Counselling Service
0800 138 1111
Council Tax & Benefits Customer Contact Centre
020 8726 7000
DWP Benefit Enquiry Line
0800 88 22 00
Jobcentre Plus
0800 055 6688
National Debtline
0808 808 4000
Pension Service
020 8687 3641
Jobcentre Plus (Social Fund)
0845 608 8661
Tax Credit Helpline
0845 300 3900
Croydon Welfare Rights Team
0800 731 5920
If you cannot find what you are looking for please contact the Carers’
Information Service on 020 8649 9339, option 1.
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5. PRACTICAL HELP
There are many ways in which some of your everyday caring tasks can be
made more manageable. Specialist equipment such as adapted cutlery,
bath seats, sensory toys, walking aids and alarm systems can enable the
person you care for to be more independent, to develop their skills and thus
lighten the impact on you. Caring for someone can be physically demanding
but adaptations to the home such as installing handrails and ramps or major
works like stair lifts and ceiling track hoists, can enable you to undertake
your caring tasks in a way that does not put your safety at risk. Furthermore,
there are free or low cost schemes and services designed to give assistance
with gardening, odd jobs and home safety which could help you to keep up
with the jobs you no longer have time for.
Equipment
Equipment can be obtained in a number of ways. This will depend on what is
needed, the service that is best placed to provide it, and cost factors such as
whether you would need financial assistance or if you are able to pay privately.
The National Health Service (NHS) is responsible for supplying medical
equipment such as bedpans, commodes and hearing aids. This means that
the cared for person’s GP can prescribe them or make a referral to a specialist
provider. Social services, charities and private companies are the other main
providers of equipment.
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Croydon Social Services
Social services can supply a variety of equipment to help with everyday tasks
and can also arrange adaptations to the home. This support can only be
offered if, following an assessment of need by an occupational therapist (OT),
the criteria for support are met. Croydon Social Services recommends that in
the first instance, you (or the person you care for if they are able) complete an
online assessment for disability equipment known as Self-Assessment Rapid
Access, or SARA for short. This asks a series of questions about daily life and
uses your answers to generate an immediate report with suggestions about
products or services that may help. You can find SARA at www.croydon.gov.uk
by entering SARA in the search box. You can also complete SARA over the
telephone (ask to be called back to save your bill) by contacting Social Services
for Adults on 020 8726 6500 or Children’s Services on 020 8726 6400.
The advice in the report may be all that is required for your circumstances but
if more help is needed, an OT assessment in the home of the cared for person
will be required. You can self-refer or ask a professional to do this on your
behalf. Referrals are prioritised according to the level of need and a waiting list
operates. An OT assessment for an adult can be requested by contacting Social
Services for Adults on 020 8726 6500. If, after an assessment, it is agreed
that a piece of equipment or a minor adaptation is essential there will be no
charge. If a major adaptation is agreed, there will be a financial assessment to
see if the cared for person will have to contribute to the cost. Any equipment
that social services can loan you is available free of charge, but supplies are
limited and for some equipment there is a waiting list. It is also possible to get
a one-off direct payment from social services to pay for equipment, see chapter
two for more details. If large-scale building or installation works are needed
in the home, government grants and loans may be available and the OT will
advise you further about these.
If you are caring for a disabled child up to the age of 18, the Children’s
Occupational Therapy Service may be able to help if your child has “a
permanent and substantial disability”. The team is located at the Crystal Centre
for Children’s Services and parents can contact them directly on
020 8274 6850 for advice about equipment, or to carry out an assessment for
re-housing, or an adaptation to an existing property. The service is unable to
fund educational equipment that could be provided by your child’s school and
home safety equipment that is readily available in shops. Items of equipment
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5. PRACTICAL HELP
are given on free loan for as long as they are required but are subject to regular
review to ensure they still meet your child’s needs. Assistance can also be given
with funding applications to pay for major adaptations.
Mobility Equipment
The Wheelchair Service (020 8665 9313) provides advice and ongoing support
for children and adults with mobility problems and provides wheelchairs and
major buggies on long-term loan. A referral from a GP or care manager is
required and the waiting time will depend on the needs of the person.
If the person you care for gets the higher rate mobility component of Disability
Living Allowance (DLA) or the War Pensioner’s Mobility Supplement they can
use this money to buy a powered wheelchair or scooter, or to hire or purchase
a new car from Motability (0845 456 4566, www.motability.co.uk). They do not
need to be the person who will drive the car, so this scheme is also available to
children in receipt of DLA mobility component.
Obtaining and Selling Equipment
Croydon Social Services and the NHS jointly run a central equipment store
called the Access Ability Centre, which is where the Wheelchair Service (020
8665 9313) and the Aztec Centre (020 8664 8860) are based. Some items
of equipment can be expensive so before buying it is recommended that you
get advice first. The Aztec Centre offers specialist help and advice and the
opportunity to try out a wide range of equipment for daily living.
You can of course buy or hire equipment independently of statutory providers.
We are not able to recommend particular commercial suppliers, but you can
get free, impartial advice about all sorts of equipment for disabled children,
adults, older people and carers from the Disabled Living Foundation (DLF)
(0845 130 9177, www.dlf.org.uk). As well as a helpline, the DLF has free
factsheets on subjects such as clothing, footwear, mobility and communication
aids. There are also large exhibitions such as those run annually by Naidex
(www.naidex.co.uk), which give you the opportunity to see the latest technology,
try out products and meet a number of commercial suppliers in one place.
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There is a big market in second hand disability equipment. The Disability
Equipment Register (01454 318 818, www.disabilityequipment.org.uk)
provides a free service to enable people to buy and sell items of used disability
equipment online. Magazines such as Disability Now (020 7619 7336,
www.disabilitynow.org.uk) and online auction sites, such as Ebay
(www.ebay.co.uk) are options to consider when buying or selling equipment.
Even if you buy second-hand, you still have certain consumer rights and the
seller must accurately describe the product and make you aware of any faults.
Buying second-hand from a retailer is generally more expensive than buying
from a private individual, but the equipment is likely to have been serviced and
should be in reasonable working order.
If you need to hire a wheelchair you can get a long-term loan from the
Wheelchair Service (020 8665 9313). If the person you care for has been
in hospital, they may be able to borrow equipment from the hospital to use
at home for a short time after they have been discharged. Some Croydon
Neighbourhood Care Association (020 8662 1000, www.cnca.org.uk) groups
loan disability and mobility equipment to people who live within their area.
Our factsheet Specific Conditions lists organisations that cover specific
disabling or medical conditions. A number of these can advise about and
supply specialist equipment, for example for people with a visual or hearing
impairment.
The following organisations may also be helpful for a range of equipment
needs:
• AbilityNet (0800 269 545, www.abilitynet.co.uk) helps adults and children
with disabilities to use computers and the internet by selling and installing
specialist computer equipment and giving details of funding sources.
• Age Concern Croydon (020 8680 5450, www.ageconcerncroydon.org.uk)
sells Elsan Blue Fluid for cleaning commodes and also offers a free delivery
service.
• The British Footwear Association (01933 229005, www.britfoot.com) can
give advice about where to obtain less common shoe sizes or single shoes.
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5. PRACTICAL HELP
• Croydon’s Continence Service (020 8274 6409) provides continence
products for adults and children.
• The Croydon Shopmobility Scheme (020 8688 7336) is based in the
Whitgift Centre car park. You can hire an electric shopping scooter or
wheelchair to use while you are shopping in the town centre. It may be
advisable to pre-book at busy times.
• DEMAND (01923 681 800, www.demand.org.uk) can advise about
equipment and will design and manufacture bespoke items, free of charge,
where no off-the-shelf solution exists.
• Fledglings (0845 458 1124, www.fledglings.org.uk) helps parents and
carers of disabled children to find solutions to practical problems of
everyday living, by giving information and advice as well as sourcing and
supplying equipment. It specialises in finding unusual items not readily
available elsewhere.
• MERU (01372 725 203, www.meru.org.uk) produces custom-made
equipment for disabled children and young people, when nothing else
exists to meet a need. Referrals must be made via a professional such as a
physiotherapist.
• The RADAR National Key Scheme offers independent access to accessible
toilets throughout Britain. Keys can be obtained from DisabilityCroydon
(020 8684 5538, www.disabilitycroydon.org.uk) and RADAR
(020 7250 3222, www.radar.org.uk).
• REMAP (0845 1300 456, www.remap.org.uk) designs and produces
one-off technical aids, free of charge, where nothing suitable is available
commercially, or through the NHS or social services.
• U Can Do IT (020 7730 7766, www.ucandoit.org.uk) teaches disabled
people of all ages computer and internet skills. It can also supply
refurbished computers to people who do not have their own.
• Whizz–Kidz (0845 052 1231, www.whizz-kidz.org.uk) provides an advice
line for parents, mobility equipment, and wheelchair skills training to
disabled children up to the age of 18.
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Value Added Tax (VAT)
One way of reducing the cost of buying equipment is to ensure that VAT is
not paid on items that come under the disabled persons VAT relief scheme.
This scheme allows for certain goods and services to be zero-rated for VAT, as
long as they meet specific criteria, including being solely for the personal or
domestic use of the disabled person. Carers can buy equipment on behalf of
disabled people and still get the VAT reduction. It is important to get advice
about this issue, including information about who qualifies as a disabled
person; contact the HM Revenue and Customs Charities Helpline on
0845 302 0203, option 3 or see www.hmrc.gov.uk.
Home Maintenance
Age Concern Croydon (020 8680 5450, www.ageconcerncroydon.org.uk) has a
Handy Person Team which provides assistance to people aged over 55, as well
as people of any age who are disabled or vulnerable. The team offers a Minor
Repairs Service which can carry out small jobs such as changing light bulbs,
fitting draught proofing or putting up pictures. The Skilled Jobs Service will carry
out slightly larger jobs such as repairing fences and footpaths. Charges apply
for both services. Age Concern also holds a Tradespersons Register of local
builders, handymen, plumbers and electricians who have been recommended
as trustworthy and have undergone Criminal Records Bureau checks.
Croydon Council has a service called Staying Put (020 8760 5505), which helps
older, disabled or other vulnerable people, by giving advice and assistance
to carry out minor repairs or major adaptations to their homes. There is a
Handyperson Service which provides minor repairs and an odd jobs service at
a reduced cost for people who are over 60 or disabled.
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5. PRACTICAL HELP
Utilities
The companies that provide your gas, electricity, telephone and water supply
can give advice and assistance to customers who are disabled, elderly or
chronically ill and those with sensory impairments. This includes protecting
customers from disconnection, which is particularly important if the person
you care for uses a dialysis or breathing-support machine. Utility bills can be
provided in large print, Braille or audio.
If your home is fitted with a water meter and your consumption is higher than
average you may qualify for help with your bill via the WaterSure scheme which
lowers the tariff at which you are charged. To qualify for the WaterSure tariff
a member of the household must be receiving a means-tested benefit such
as income support and either be in receipt of Child Benefit for three or more
children under the age of 19 who live at the property, or a member of the
household has been diagnosed with a medical condition that requires the use
of a significant additional amount of water. For more details about this scheme,
contact Thames Water on 0845 9200 888 or see www.thameswater.co.uk.
WaterSure is nationwide, so contact your supplier if you do not use Thames
Water.
There are a number of organisations and utility companies that offer grants to
disabled and elderly people to help pay for measures to make the home more
energy efficient. There are also grant-giving trusts, often linked to your utility
supplier, that you can approach for help if you, or the person you care for, have
difficulty paying your bills. Ask for our Grants factsheet for more details.
Home Safety and Security
We all need to make our homes secure, but caring for somone who is
vulnerable is an even greater incentive to find out about schemes that can
help.
The Age Concern Croydon Handy Person Service (020 8680 5450,
www.ageconcerncroydon.org.uk) offers older people and disabled people of
all ages a free home fire safety check and a free home security check and can
supply and fit a keysafe (charges apply). London Fire Brigade (08000 284 428)
will carry out free home safety checks and a free smoke alarm where needed.
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Croydon Council has two projects that help residents with security and safety
in the home. The SAFE Project (020 8760 5505) is a free service for older
people in certain wards in the borough. A Home Security Officer can visit the
home, give advice on accident prevention and home security, and supply and
fit a range of locks and home safety equipment, including smoke alarms, shed
padlocks and carbon monoxide detectors.
The Home Safety Scheme (020 8407 1399) aims to make homes safer for
families with children under five who live in certain wards in the borough. A
Home Safety Officer will carry out a free home safety check and give practical
help and advice on ways to improve safety. This could include fitting safety
equipment, such as cupboard catches and socket covers, checking plugs and
fuses and installing stair gates.
Gardening
People who are living in certain wards in the borough and are over 60, or
disabled of any age (ring to check eligibility as this information is subject to
change) may be able to get help with gardening and grass cutting from Staying
Put (020 8760 5505). The charges are at a subsidised rate depending on your
financial situation. Croydon International Volunteer Service (020 8656 4941,
www.croydonivs.org.uk) has volunteers who do one-off jobs in their spare time,
usually at weekends, and commonly provide gardening for disabled and older
people. A referral by social services or a voluntary organisation is required.
Croydon Neighbourhood Care Association (020 8662 1000, www.cnca.org.uk)
is sometimes able to provide volunteers to do occasional gardening for older,
vulnerable or disabled people. If you decide to pay someone privately to help
with the garden you might want to use Age Concern Croydon’s
(020 8680 5450 www.ageconcerncroydon.org.uk) Tradespersons Register to
find a local gardener.
Meal and Shopping Delivery
If the person you care for has difficulty preparing their own food they might
benefit from hot or frozen meals being delivered. An assessment of need may
find that they are entitled to have the meals provided for them by Croydon
Social Services (meals on wheels), although they will be financially assessed
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5. PRACTICAL HELP
and that may result in a charge for the service, see chapter two for more
information. If the person you care for is not entitled to receive Meals on
Wheels through social services, or if they are able to pay themselves, they can
contact a meal delivery service such as Wiltshire Farm Foods (0800 678 3060
www.wiltshirefarmfoods.com). Other meal delivery services are available.
All the major supermarkets now offer an online grocery shopping delivery
service (delivery charges apply) which can be very useful if you care for a
housebound person, but do not live with them, or if it is difficult for you to leave
the home. Dairy Crest Doorstep Deliveries (0800 615 715,
www.milkdeliveries.co.uk) provides deliveries up to six times a week of milk and
other basic household goods.
Furniture
There are several organisations that can help you and the person you care
for to furnish your home and will also collect unwanted furniture. Croydon
Appliance Re-use Centre (ARC) (020 8662 8002, www.arc-croydon.org.uk)
provides recycled and refurbished low-cost furniture and domestic appliances,
including white goods. All items are guaranteed and can be delivered to the
home. An extra discount is available for all those in receipt of an income-related
benefit. Mind in Croydon runs a Furniture Service (020 8253 8201,
www.mindincroydon.org.uk), which recycles donated furniture and household
goods. These items make up a “starter home pack” and are then supplied to
clients with mental health problems (who have been referred), and are moving
into an unfurnished home from hospital, or bed and breakfast accommodation.
General Help at Home
Age Concern Croydon (020 8680 5450, www.ageconcerncroydon.org.uk)
has a Help@Home Service which helps older and disabled people of all ages
with things like cleaning, meal preparation, laundry, ironing, pension and
prescription collection, and shopping. There is also a finger and/or toe nail
cutting service provided at venues across the borough. Charges apply.
If you have a child under the age of five, you may be able to get practical
support from Home Start Croydon (020 8667 0207) which could include help
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with housework. Some Croydon Neighbourhood Care Association
(020 8662 1000, www.cnca.org.uk) groups can help isolated, vulnerable or
frail people with shopping and general help around the house.
Key Contacts
Age Concern Croydon
020 8680 5450
Apetito
020 8688 1636
Croydon Appliance Reuse Centre (ARC)
020 8662 8002
Aztec Centre
020 8664 8860
Children’s Services
020 8726 6400
Croydon Neighbourhood Care Association
020 8662 1000
Croydon International Volunteer Service
020 8656 4941
Crystal Centre for Children’s Services
020 8274 6850
DisabilityCroydon
020 8684 5538
Disabled Living Foundation
0845 130 9177
Home Safety Scheme
020 8407 1399
Home Start Croydon
020 8667 0207
Motability
0845 456 4566
Safe Project
020 8760 5505
Shopmobility
020 8688 7336
Social Services for Adults
020 8726 6500
Staying Put
020 8760 5505
Wheelchair Service
020 8665 9313
Wiltshire Farm Foods
0800 678 3060
If you cannot find what you are looking for please contact the Carers’
Information Service on 020 8649 9339, option 1.
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6. TRANSPORT
There is a whole range of services, both practical and financial, that are
designed to help you and the person you care for get out and about. Whether
it is a routine trip to the GP, or a fun day out with your family, the local
and national schemes detailed in this chapter should ensure that you get
where you need to go. A good starting point for information on all forms of
transport for people who have a disability or are less mobile is the Door to
Door website (www.dptac.gov.uk/door-to-door).
Financial Help
One of the main ways of getting help with travel costs is to apply for Disability
Living Allowance (DLA), a benefit that has a mobility component for people
under the age of 65 who have an illness or disability that affects their ability to
get around. This money can then be used to pay for travel expenses and can
also help the recipient access other schemes, such as Motability and the Blue
Badge Scheme (described later in this chapter). People who have a low income
or receive certain benefits may be able to claim help with public transport costs
to receive NHS treatment, see chapter four for further information.
Visiting a person in hospital is often costly for carers, especially as hospital
parking charges can be expensive. The Social Fund, which is administered by
Jobcentre Plus (0845 608 8661), makes one-off payments, loans and grants
to those on means-tested benefits or those on low incomes and in crisis. It may
be possible to apply for help with transport costs to visit someone in hospital if
there is no other means of getting help.
There are some local organisations that help with travel costs. The Croydon
Crossroads Carers Support Service (020 8667 9893) offers a Transport Grant
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for carers of up to £30 a month for travel expenses for social occasions. Grants
are awarded on a first come first served basis, while funding is available.
Croydon Mencap (020 8662 9201 www.croydon.cswebsites.org) has a
Transport Scheme for carers aged 65 or over who are looking after an adult
with a learning disability, which enables you to claim back the money spent
on taxis to take the cared for person to and from an activity. The Carers’
Information Service (020 8649 9339 option 1) can reimburse carers for
transport costs to and from our training sessions. Other organisations may do
the same, so it is worth checking with them.
Using a Car
There are various organisations giving advice to disabled drivers and carers.
The Mobility Information Service (01743 340 269, www.mis.org.uk) provides
information on driving assessments, driving lessons, vehicle adaptations,
wheelchair accessible vehicles and much more. Mobilise (01508 489 449,
www.mobilise.info) offers information and advice and has a casework service
for members to help deal with issues like complaints. The Queen Elizabeth
Foundation Mobility Centre (020 8770 1151, www.qef.org.uk) offers advice
and assessments to people who wish to begin, or return to, driving following an
illness, injury or accident.
The Motability Scheme (0845 456 4566, www.motability.co.uk) allows people
who get the higher rate mobility component of DLA or the War Pensioner’s
Mobility Supplement to use this money to hire or buy a new car. The person
with the disability does not need to be the person who will drive the car, so
parents of disabled children can use this scheme too. The Motability Scheme
can also help towards the cost of driving lessons for young people aged 16-24
who receive higher rate DLA motability component. The Family Fund
(0845 130 4542 www.familyfund.org.uk) may also be able to contribute
towards the cost of driving lessons for parent carers of severly disabled
children.
The Blue Badge Scheme enables people with severe walking difficulties to get
parking concessions, even if they are not the driver, such as parking on single
or double yellow lines. Badge holders can only use it for their benefit though,
so if a trip is for someone else and they are a passenger and staying in the
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vehicle, the Blue Badge cannot be used simply to let the driver benefit from
convenient parking. The scheme does not apply to off-street car parks, private
roads and most airports. For an application form contact Croydon Council Travel
Services Team on 020 8726 7100. You can access an online Blue Badge map
at www.bluebadge.direct.gov.uk that can be used to find the location of Blue
Badge parking bays across the UK.
If the person you care for has a Blue Badge they may be able to get a disabled
parking bay created outside their home if there is no available off-street
parking within 100 metres and regular shortages of on-street parking. The bay
can then be used by anyone who has a Blue Badge. For further information
contact Croydon Council’s Infrastructure Traffic Design on 020 8667 8249.
The person you care for might be exempt from paying road tax if they receive
the higher rate mobility component of DLA. This can be for their own vehicle,
or that of a nominated carer. Contact the DWP Benefit Enquiry Line on 0800
88 22 00 and request application form DLA 403. If eligible, an exemption
certificate will be sent that can be used when obtaining the road tax disc.
Drivers who travel into central London between 7 am and 6 pm, Monday to
Friday, have to pay an £8 daily congestion charge. However, if the person you
care for has to go to a hospital in central London and has to use a car because
they are unable to use public transport, they may be eligible for reimbursement
of the congestion charge from the hospital. Ask at the hospital reception about
this as each one has its own policy. Blue Badge holders are exempt from
the charge once they have completed a registration form and paid a one-off
£10 fee. The process takes about ten days, so it is important to apply well in
advance of the hospital appointment. For more details contact Congestion
Charging London on 0845 900 1234 or go to www.tfl.gov.uk.
Wheelchair users may not have to pay value added tax (VAT) if they buy a
specially adapted vehicle or have an existing vehicle adapted, or if they lease a
Motability vehicle. However, not every vehicle or adaptation will qualify for the
relief, and there are strict definitions for terms like “wheelchair user” that are
used to decide who can get the relief. The supplier should be able to advise
and you can also get information from the HM Revenue and Customs Charities
Helpline on 0845 302 0203, option 3 or see www.hmrc.gov.uk.
Drivers are legally required to inform the Driver and Vehicle Licensing Agency
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(DVLA) if they have a medical condition which might affect their driving ability.
If you have any concerns about the driving ability of the person you care for,
contact the DVLA Helpline on 0870 600 0301 or visit www.dvla.gov.uk.
The Queen Elizabeth Foundation Mobility Centre (020 8770 1151,
www.qef.org.uk) has rear entry vehicles available for hire for wheelchair users
with a terminal illness and it also offers wheelchair user safety training and
adapted vehicle driving tuition.
Using Public Transport
General information about public transport, including accessibility, is available
from the 24 hour Travel Information Call Centre run by Transport for London
(TfL) (020 7222 1234, www.tfl.gov.uk). The Croydon Mobility Forum has
produced An Easy Guide to Accessible Transport in Croydon which is available
from Social Services for Adults (020 8726 6500). Transport for All
(020 7737 2339, www.transportforall.com) has a helpline for disabled and
older public transport users in London.
If the person you care for travels on their own, or is keen to try, the Travel
Mentoring Scheme (020 7027 5822, www.tfl.gov.uk) aims to give people with
disabilities the information and confidence they need to make more use of
public transport. It offers free advice on planning a journey using an accessible
route and can provide someone to accompany the person for the first few times
they use a bus, underground or train service.
The Freedom Pass gives free travel on trains, trams, the underground and
Docklands Light Railway in Greater London, and on buses throughout England.
There are two types of pass: the Disabled Person’s Freedom Pass, for which
you must have an eligible disability, and the Older Person’s Freedom Pass for
those over 60. Application forms for both passes are available from Croydon
Council Travel Services Team (020 8726 7100).
Rail
Many train stations have ramps and lifts, wheelchair accessible toilets and
good quality visual and audible information. All Docklands Light Railway
(020 7363 9700, www.tfl.gov.uk/dlr) stations are accessible and every train
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6. TRANSPORT
has a designated wheelchair bay. The Croydon Tramlink (020 8681 8300,
www.tfl.gov.uk/trams) is also fully accessible.
National Rail Enquiries (08457 48 49 50, www.nationalrail.co.uk) produces a
National Rail Map for People with Mobility Difficulties that shows all the railway
stations in Britain and gives useful information, such as where you can get onto
platforms without having to use any steps. The booklet Rail Travel Made Easy is
available from larger rail stations and gives information about accessibility and
fare concessions.
If assistance is needed at the station or in boarding the train, you will need
to book this with the Assisted Passengers Reservation Service. Ring the train
operating company of the train you want to travel on at least 24 hours in
advance. If your journey involves using the trains of more than one company,
you only need to contact your local company, who will arrange for assistance
throughout the whole rail journey for you. You can get the assistance line
numbers for the various train companies from National Rail Enquiries, but the
main three that operate in the Croydon area are: First Capital Connect (0800
058 2844), Southern Trains (0800 138 1016) and Southeastern Railway
(0800 783 4524).
If the person you care for is over 60 they can buy a Senior Railcard and save a
third on most rail fares. You can get application forms at most stations, or ring
0870 942 3648 or visit www.senior-railcard.co.uk. The person you care for can
get discounted rail travel when they book the ticket if they are a wheelchair
user who has to stay in their wheelchair for the duration of the journey, or if
they are registered as visually impaired and they are travelling with you or
another person. If they do not qualify for this, they may be eligible to buy a
Disabled Persons Railcard, which allows them and one accompanying adult to
buy discounted rail tickets. Contact Disabled Persons Railcard on 0845 605
0525 or visit www.disabledpersons-railcard.co.uk.
Buses
Most London buses are now accessible - they can be lowered to street
level when they stop, have visual displays and spoken announcements and
welcome assistance dogs. Wheelchair users can travel free, although anyone
accompanying them will have to pay. Free travel on buses is also available to
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anyone with a disabled person’s or older person’s Freedom Pass, and children
and young people under the age of 18 who are in full-time education. If you
need information about bus routes and timetables contact the TfL 24 hour
Travel Information Call Centre on 020 7222 1234 or see www.tfl.gov.uk.
The Bus and Tram Discount Scheme is available to help Londoners in receipt
of certain income related benefits (who do not already receive any free or
discounted travel concessions) to help them travel on buses and trams at a
discounted rate. Once you have completed a form that is available at any post
office, you are issued with a photocard which enables you to pay half price
Oyster single fares on buses and trams and to buy bus and tram pass season
tickets at half the adult rate. For details contact the Oyster Card Helpline on
0845 330 9876 or see www.tfl.gov.uk/discountcard.
Coaches
At the moment, coaches used on scheduled coach services are not always
accessible to some disabled people, as they often have several steep steps
up from the entrance door and most will not carry powered wheelchairs or
scooters. National Express (08717 818 179, www.nationalexpress.com) can
give information about assistance they can provide to travellers with disabilities
and their carers using their coaches. People over 60 and certain groups of
people with disabilities automatically qualify for reduced fares on their services.
If you are travelling to and from Victoria Coach Station you can pre-book
free mobility assistance by contacting them on 020 7027 2520, or visiting
www.tfl.gov.uk for more information.
London Underground
Transport for London publishes Access to the Underground which gives details
of steps, lifts, escalators and toilet facilities on the tube and DLR. It also
produces free leaflets and tapes including large print tube maps, a tactile
diagram of the underground and a talking underground map. It also provides a
Tube Access Guide which is a map showing accessible stations; contact
020 7222 1234 for a copy or download it from www.tfl.gov.uk.
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6. TRANSPORT
Door-to-Door Transport
You and the person you care for may find it easier to use a door-to-door service,
such as a taxi or community transport scheme. All of London’s black cabs
are accessible to wheelchair users and most have a variety of other features
to make access easier. They can be booked in advance by calling the Taxi
One Number booking service on 0871 871 8710; please note that there is a
telephone booking charge. If you text the word HOME to 60835 you will be sent
telephone numbers for two local licensed minicab operators plus the Taxi One
Number for a black cab.
The London Taxicard Scheme enables people with mobility difficulties to get
reduced fares in black cabs. People who receive the higher rate mobility
component of DLA, or are registered blind, or in receipt of a War Pension
Mobility Supplement are automatically eligible to join. Those with mobility
difficulties that fall outside of these categories may still be able to join, after
a mobility assessment. The Taxicard holder pays the first £1.50 shown on the
meter, and Croydon Council pays the next £10.30 of the fare, if applicable.
The Taxicard holder then pays any remaining charges. The amount paid by the
council is increased for trips made at night or at weekends. The concession is
limited to 108 trips per year. Bookings must be made in advance. Application
forms are available from Croydon Council Travel Services Team on 020 8726
7100, or visit www.taxicard.org.uk.
If the person you care for has a permanent or long-term disability which stops
them using public transport services they may be eligible to use Dial-a-Ride.
The Dial-a-Ride service (0845 999 1 999, www.tfl.gov.uk) provides a prebooked door-to-door minibus service in Croydon and the surrounding area that
can be used for one-off trips and regular journeys. It cannot be used for daily
trips to work or hospital appointments. There is a charge for the person with a
disability but an accompanying carer can travel free.
Croydon Neighbourhood Care Association (020 8662 1000, www.cnca.org.uk)
has groups across the borough which provide a range of services to disabled,
vulnerable and older people, and some offer transport. Croydon Accessible
Transport (CAT) (020 8665 0861) has low cost minibuses and wheelchair
accessible vehicles for hire by groups and individuals within the borough of
Croydon. CAT also runs outings for Croydon residents.
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Key Contacts
Congestion Charging London
0845 900 1234
Croydon Accessible Transport
020 8665 0861
Croydon Council Travel Services Team
020 8726 7100
Croydon Crossroads Carers Support Service
020 8667 9893
Croydon Mencap
020 8662 9201
Croydon Neighbourhood Care Association
020 8662 1000
Dial-a-Ride
0845 999 1 999
Disabled Persons Railcard
0845 605 0525
Driver and Vehicle Licensing Agency
0870 600 0301
DWP Benefit Enquiry Line
0800 88 22 00
DVLA Helpline
0870 600 0301
Mobility Information Service
01743 340 269
Mobilise
01508 489 449
Motability
0845 456 4566
National Express
National Rail Enquiries
08717 818 179
08457 48 49 50
Queen Elizabeth Foundation Mobility Centre
020 8770 1151
Senior Railcard
0870 942 3648
Southeastern Railway
0800 783 4524
Southern Trains
0800 138 1016
Transport for London
020 7222 1234
Travel Mentoring Scheme
020 7027 5822
If you cannot find the information you need, please contact the Carers’
Information Service on 020 8649 9339, option 1.
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7. HOUSING
Living in suitable housing is important for the health, safety and
independence both of you and the person you look after. At some point you
may need to help the person you care for to find different accommodation
because their needs have changed. This might be because they are now an
adult and wish to live independently, they need to live in a more accessible
environment, or perhaps they require more care than you are able to provide
at home. This chapter looks at the different housing options available, how
to access them, and where to go for advice. If you need adaptations to make
your home more accessible, or would like help and advice with home safety,
security or maintenance, see chapter 5.
Council Housing
Anyone aged 18 or over can apply for council or housing association
accommodation by applying directly to Croydon Council (020 8726 6100). You
will be put in a queue (called a band) on the housing register. The band you are
allocated will depend on how urgently you are assessed as needing housing
– the higher the band the faster you will be housed – but there will be a waiting
list. People with an illness or disability may be placed in a higher band if they
complete a medical assessment form and submit evidence of their needs,
explaining why they are struggling to manage in their current home and need to
be rehoused as quickly as possible. For more information contact the Housing
Enquiry Team on 020 8726 6100 or visit www.croydon.gov.uk/housing.
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Sheltered Housing
Sheltered housing schemes for people aged 60 and over are usually blocks of
self-contained flats, with some communal facilities, and a warden who is on call
24-hours in case of emergencies. Sheltered housing can give the person you
care for the chance to continue to live independently (they will be completely in
charge of their own property), while you can relax knowing that help will always
be on hand. Croydon Council and Croydon housing associations offer a range of
sheltered housing schemes, contact the Housing Enquiry Team on
020 8726 6100 or visit www.croydon.gov.uk/housing for more details. If you
think the person you care for has needs that could not be met by sheltered
housing, you might want to consider special sheltered housing, which is for frail
older people or those who have higher support needs. For more information on
special sheltered housing call Social Services for Adults on 020 8726 6500.
Age Concern Croydon (020 8680 5450, www.ageconcerncroydon.org.uk) has a
Housing Options service for older people who are thinking of moving and want
to know what choices they have. The Elderly Accommodation Counsel (020
7820 1343, www.eac.org.uk) provides a free advice and information service
to older people, their families and carers on any aspect of housing, including
sheltered housing.
Supported Housing
Young people and adults who are vulnerable and have housing-related support
needs, perhaps because they have a disability or have not had the opportunity
to acquire independent living skills, might qualify for supported housing.
Supported housing aims to develop and sustain a person’s ability to live as
independently as possible, either in their own home (floating support) or in
accommodation with staff on site. Access to most supported housing services
in Croydon is through the Support Needs Assessment and Placement Service
(SNAP) (020 8760 5498). SNAP staff will decide if supported housing is the
most appropriate form of support for the person you care for and if it is they will
carry out an assessment of their needs and refer them to a supported housing
scheme. If supported housing is not thought to be appropriate the SNAP team
will help them access alternatives such as a social services’ assessment of
need (see chapter two).
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7. HOUSING
The CAPS Supported Lodging Scheme (020 8726 6000 ext 63516) places
vulnerable adults, such as those with a learning disability or mental health
problem, in the home of an adult placement carer where they will be supported
to live as a member of the family and wider community. The Croydon Generic
Floating Support Service (020 8726 8891) provides practical advice, support
and assistance to people in their own homes, including homeowners. The
service aims to help people having difficulty managing their home and aspects
of their lives by helping with issues such as budgeting, neighbour disputes and
parenting difficulties.
Care Homes
If you do not feel that you can continue to look after the person you care for
at home, and their support needs are greater than sheltered or supported
housing can meet, you may want to consider arranging for them to move into
a care home. Care homes offer full-board accommodation, 24-hour care, and
opportunities for the person you care for to socialise and take part in leisure
activities. Some homes offer additional support in the form of nursing care,
and some specialise in caring for people living with a specific condition, such
as dementia. Croydon Council (020 8726 6500) produces the Croydon Care
Directory which gives details of accredited private, voluntary and local authority
care homes in Croydon.
Choosing the right home is important and if you can you should take the time
to fully investigate all potential homes, including visiting them in person. If the
person you care for has been assessed by Croydon Social Services as needing
a place in a care home they are still entitled to have a say in which home they
move to, even if social services are funding the placement. You can request
recent inspection reports on any care home in England from the Care Quality
Commission (03000 616161, www.cqc.org.uk), and there are a number of
organisations who are able to help you choose not only the most suitable care
home, but also the best way to fund a place there:
• Age Concern Croydon (020 8680 5450, www.ageconcerncroydon.org.uk)
has a range of free factsheets including Attendance Allowance in Care
Homes and Finding Care Home Accommodation.
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• CareAware (08705 134 925, www.careaware.co.uk) provides information,
advisory and advocacy services for older people on any aspect of care
homes and care home fees.
• Counsel and Care (0845 300 7585, www.counselandcare.org.uk) provides
advice, information and publications on any issue to do with care homes
and care home fees for people aged 60 or over.
• The Relatives and Residents Association (020 7359 8136, www.relres.org)
supports older people by advising on all aspects of care homes, as well as
providing a listening ear to family and carers.
The person you care for may have to pay towards the cost of their place in a
care home; Croydon Council will conduct a financial assessment to determine
the level of their contribution. For more information call the Charging Helpline
(020 8760 5676) or call Social Services for Adults on 020 8726 6500 and
request Choosing and Paying for a Care Home. Some people are exempt from
all care home fees, such as those who have savings below a certain amount,
and those receiving NHS continuing healthcare (see chapter three). For
national advice and information specifically on care home fees call the NHFA
Care Fees Advice Line on 0800 99 88 33 or the Help The Aged Care Fees
Advice Service on 0500 76 74 76.
Problems with Housing
If you are experiencing any housing-related problems such as tenancy
disagreements, harassment, or the threat of eviction you could contact Croydon
Council’s Housing Advice Service on 020 8726 6100 – this service can advise
private tenants as well as people living in council and housing association
properties. Croydon Housing Aid Society (020 8726 0840) is an independent
housing advice centre that gives advice on all housing related matters. Shelter,
the housing and homelessness charity, runs a London Housing Advice Centre
that anyone living in a London borough can access; call their free housing
advice line on 0808 800 4444 for more information.
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7. HOUSING
Key Contacts
Age Concern Croydon
020 8680 5450
Care Quality Commission
03000 616161
Counsel and Care
0845 300 7585
Croydon Council Charging Helpline
020 8760 5676
Croydon Housing Advice Service
020 8726 6100
Croydon Housing Aid Society
020 8726 0840
Croydon Housing Department
020 8726 6100
Elderly Accommodation Counsel
020 7820 1343
Help The Aged
0500 76 74 76
NHFA Care Fees Advice Line
0800 998 833
Relatives and Residents Association
020 7359 8136
Shelter
0808 800 4444
Social Services for Adults
020 8726 6500
Support Needs Assessment and Placement Service
020 8760 5498
If you cannot find what you are looking for please contact the
Carers’ Information Service on 020 8649 9339, option 1.
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8. SHORT BREAKS AND LEISURE
Your caring role may not allow for much free time and your wellbeing may
be affected as a result. Taking a regular break – whether for a few hours
or even longer – may help reduce stress and anxiety and can be just as
refreshing for the person you care for as well as it is for you. Remember
that going out to meet a friend for a coffee is just as valid a reason to have
a break as going to a doctor’s appointment or doing the shopping. Leisure
time is important too, whether you do something with the person you care
for, or separately. There are a number of schemes and services that can
make this easier.
Short Breaks
Informal Networks
You may have relatives, friends or neighbours who could help out from time
to time. It can be hard to ask for help, but other people may not realise that
you would appreciate their support unless you ask them. If you can be specific
about what you need then those around you may be all too willing to help. If you
are part of a carers group you may find others who are looking after someone
with a similar disability or of a similar age and they are likely to have a good
understanding of the issues you are facing. You could help each other to take a
break by offering a lift share to an activity, or babysitting so that you can go out.
If you do not feel that you could leave the person you care for with someone
else, a friend coming to your home for just a couple of hours could enable you
to have a sleep, or catch up on things around the house.
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Care at Home
Home care, also known as domiciliary care, is when a trained care worker
comes to the home during the day, evening or overnight to carry out some of
the tasks that you would normally do. You can pay for home care privately.
Croydon Council has contracts with homecare agencies who are monitored and
reviewed regularly. Contact Social Services for Adults on 020 8726 6500 for a
copy of the Approved Home Care Agencies list.
You can also ask Croydon Social Services to organise home care on your behalf
or to give you a direct payment to make your own arrangements. The person
you care for will need to meet the criteria for assistance and will need to be
assessed - see chapter two for more information about assessments.
Croydon Neighbourhood Care Association (020 8662 1000, www.cnca.org.uk)
has neighbourhood groups all over the borough. Some of these have volunteers
who can provide a sitting service, where someone comes to the home for a few
hours to be with the person you care for while you go out.
Community Service Volunteers (020 7278 6601, www.csv.org.uk) can help the
person you care for to live independently by living with them and providing any
assistance that is required. Travelling expenses, pocket money and meals must
be provided. Direct Payments can be used to pay these fees. Volunteers will
generally stay for a minimum of four months and a maximum of a year.
There are groups that support carers from black and minority ethnic (BME)
communities that provide culturally specific short break schemes. You can read
about these in our factsheet BME Carers.
Care Away from the Home
An alternative to another person coming into the home is to use a scheme
where the person you care for spends part of the day elsewhere at either a
day care centre, day service or an older people’s lunch club. As well as giving
you a break, this will give the person you care for the opportunity to socialise
and take part in activities. Such services are run by Social Services for Adults
(020 8726 6500) and the person you care for will need to meet the criteria for
assistance and be assessed, see chapter two.
There are day services provided by voluntary organisations, such as Croydon
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8. SHORT BREAKS AND LEISURE
Mencap (020 8662 9201, www.croydon.cswebsites.org), which supports
people with a learning disability and Mind in Croydon (020 8668 2210,
www.mindincroydon.org.uk), which supports people with a mental health
problem. See chapter one for more details about these and other specific
condition groups, or see our Specific Conditions factsheet.
Children with disabilities can use a variety of social services schemes including
Calleydown Residential Centre; a Saturday club; holiday activity schemes;
or they can go to a care worker’s own house for a few hours or even an
overnight stay. All of these services are only available to children who have
been assessed by the Children with Disabilities Team - see chapter two for
more information about accessing these services. The Croydon Childminding
Network (020 8604 7586) maintains a list of specialist childminders in the
borough who look after children in their own home (not the child’s) and who
have experience and skills relating to the care of disabled children.
Financial Help to Take a Break
If you are on a low income you may be able to get funding from the Respite
Association (01406 701944, www.respiteassociation.org) to pay for a short
break. There are a number of grant-giving organisations that may also be able
to fund a break - see our factsheets Grants and Holidays for more details.
Leisure
Information about local organisations, events and activities for carers can
be found in our free newsletter, Carers News, and in our monthly e-bulletin,
as well as on our website, www.carerscontactline.co.uk. Joining our postal
and electronic mailing list ensures that you will be up to date with everything
that is happening for carers in the borough. Leisure Link (020 8239 4397,
www.croydononline.org/leisure) is a regular newsletter that gives information
about leisure opportunities for people with a learning disability. There are
other organisations, such as those covering specific caring groups, that also
distribute newsletters and other mailings which will inform you about activities;
see chapter one for details.
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You can reduce the cost of leisure activities by ensuring that you make the
most of any discounts. Carers, older people and people with disabilities can
often get reductions on entrance fees to major tourist attractions and places of
interest so it is always worth asking when you buy your tickets. Many attractions
have a carer goes free policy, but the person with the disability may need to
show proof of their disability, such as a Disabled Person’s Freedom Pass (see
chapter six) or details of their Disability Living Allowance (see chapter four).
Access
If accessibility is one of your main concerns when planning leisure activities,
there are a number of sources of information. The DisabledGo website
(www.disabledgo.info) lists the accessibility of leisure and entertainment
venues in Croydon, including pubs, restaurants, cinemas and shops. As well
as finding out about wheelchair access you can check other facilities such
as toilets and changing areas, large print, hearing systems and parking. The
Community Access Service (020 8726 6000 ext 61661) helps adults under
65 with a physical disability and/or sensory impairment to access leisure
opportunities (in addition to learning and job opportunities). Croydon Council
has an Inclusion Support Worker (020 8604 7570) who can help if you are a
parent carer and have difficulty accessing an out of school club because of your
child’s extra needs.
You can get information on the accessibility of venues and attractions
across London, plus details of prices and concessions, from Artsline
(www.artsline.org.uk). Shape (0845 521 3457, www.shapearts.org.uk) helps
deaf and disabled adults to access arts and entertainment events across
London and provides information on the accessibility of venues.
If going out of the home is not possible for the person you care for, Croydon
libraries (020 8726 6900) offer specific services for people who are
housebound or have a visual impairment, such as the home library service
which delivers books to your door every four weeks, and a wide selection of
large print, Braille and talking books. W4B - the TV and Radio Charity (01708
621 101, www.w4b.org.uk) aims to prevent feelings of isolation and loneliness
by ensuring that those with issues associated with age, illness and disability
who find it difficult to leave their homes can benefit from a free television,
cd player or radio. Applications must be made by a referee, such as a carers
support organisation, health or social services professional.
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8. SHORT BREAKS AND LEISURE
Specific Activities
There are specific leisure activities and schemes that you and the person that
you look after may want to explore - whether you want to do things together, or
separately, which will give you a break at the same time. We have listed a range
of schemes for a variety of groups of people, but there are many more that are
available, so please contact us if you cannot find what you need.
Music, Arts and Sport
• Active Minds is a project run by Mind in Croydon (020 8668 2210,
www.mindincroydon.org.uk) that aims to reduce social isolation by enabling
people with mental health problems to take part in leisure, sports and social
activities. Active Minds will help people to get information on whatever their
interests are and support them to join existing groups being run by the
project, such as boxercise, use the gym and pool at New Addington gym, go
sailing and do gardening.
• The Cinema Exhibitor’s Association Card (0845 123 1292,
www.ceacard.co.uk) enables people receiving Attendance Allowance or
Disability Living Allowance to get one free ticket for someone accompanying
them to the cinema. People with a hearing loss or visual impairment may
prefer to see the film with subtitles or audio description - some cinemas
offer monthly autism-friendly screenings. See www.yourlocalcinema.com for
details of local screenings.
• Clocktower Arts (020 8253 1034) organises events for people with
disabilities, including the Croydon Beautiful Octopus Club - a club night for
people with a learning disability.
• Croydon Contacts (020 8665 0984, www.croydoncontacts.com) provides
supported leisure activities for adults with a disability, including a drama
club, cinema trips, bowling, cycling and a Sunday lunch club.
• Croydon Mencap (020 8662 9201 www.croydon.cswebsites.org) runs the
Leslie Park Project which offers daytime activities to young adults with
learning disabilities, including dance, gardening, arts and crafts, swimming,
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music, cinema and outings. There is a Saturday Sports Club, Saturday DropIn Club and a Monday Club which offer a range of activities. Croydon NOW
is a person-centred activity service for adults with a learning disability who
meet the criteria for services provided by Croydon Social Services. Members
are supported to access community facilities in addition to centre-based
activities.
• Croydon’s swimming pools and leisure centres offer discounts on entry
rates to people with disabilities and their carers. Thornton Heath Leisure
Centre (020 8689 5300) has a swimming session for carers and people
with disabilities on a Friday evening and a family splash session for disabled
children and their families on a Sunday morning. Enterprise Swimming Club
(020 8644 4851) is for young people and adults with a disability on Friday
evenings at Purley Swimming Pool.
• Cycling for All (020 7346 8482, www.wheelsforwellbeing.org.uk) takes
place at Croydon Sports Arena in South Norwood on Monday and Saturday
mornings. It gives children and adults with disabilities and balance
problems the opportunity to use tricycles and adapted bicycles.
• The Diamond Riding Centre (020 8643 7764, www.diamondcentre.org.uk)
provides therapeutic and recreational horse-riding and carriage driving. The
centre is open during term-time only and there is a waiting list.
• Saturn V (08454 30 20 31, www.saturnv.co.uk) is a special needs
trampolining centre for children and adults.
• The de Stafford Sports Centre Disability Sports Club (01883 344 355) is for
teenagers and adults who have a disability. The club offers an opportunity
to enjoy a wide variety of indoor sports with professional coaches. The club
is in Caterham but is open to Croydon residents.
Social Events
• The Alzheimer’s Society Croydon (020 8916 3587) runs the Forget-Me-Not
Café, a monthly social event for people with dementia, their families and
carers.
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8. SHORT BREAKS AND LEISURE
• Contact the Elderly (0800 716 543, www.contact-the-elderly.org) runs two
schemes in Croydon for elderly people to meet one Sunday afternoon a
month for tea, talk and companionship in a volunteer’s home.
• Croydon Crossroads Carer Support Service (020 8667 9893) runs a lunch
club for carers who are receiving support from them.
• Croydon Carers Centre (020 8688 7219) has regular outings and events for
carers throughout the year.
• Croydon Mencap (020 8662 9201, www.croydon.cswebsites.org) has an
Older Carers Support Service that helps carers who are over 60, living in
the borough of Croydon and caring for someone with a learning disability.
As well as offering home visits and one-to-one support, the service holds
regular coffee mornings, lunches and special events to enable carers to
meet one another.
• Parents in Partnership (PIP) (020 8651 6198, www.pipcroydon.btik.com)
holds regular events for families caring for children with a disability and
provides details about other activities of interest to parent carers.
Activities For Children and Young People
You may find our annual publication Summer Guide for Parent Carers, which
is published in July, helpful if you are looking for holiday activities and ideas
suitable for children and young people with a disability or illness. You can also
find out about childcare, children’s centres and other activities for children by
calling the Family Information Service (0845 1111 100, www.croydonchildcare
.com).
• Croydon Crossroads Saturday Club (020 8688 4499) is for young people
with a physical disability aged 8-18.
• Croydon Mencap (020 8662 9201 www.croydon.cswebsites.org) runs youth
clubs for young people with a learning disability aged 12–18 .
• Croydon Sports Development Team (020 8760 5592) offers sports activities
and coaching for young people aged 8–18, including those with disabilties.
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• Spectrum (07976 912915 or 07906 276202) offers arts and leisure
activities and a range of clubs for young people with disabilities.
• SureStart (020 8649 8441) has a sensory room that can be booked for a
free one-hour session.
• Treetops Children’s Centre (020 8688 3263) is an after school club
for children with special needs aged from 5 - 12. It is also open some
Saturdays and during school holidays.
• Waggy Tails Club (020 8651 6728) gives young people with special needs
aged 10–17 the opportunity to train dogs. This is especially useful to help
children overcome their fear of dogs.
• Whitgift Special Needs Activity Project (SNAP) (020 8405 6933,
www.whitgiftsnap.org.uk) runs schemes for children and young people with
a physical or learning disability aged 5-19 for two weeks during the summer
holidays. Applications must be submitted by the end of April.
• The Youth Worker at the Youth Disabilities Project (07990 790183) can tell
you about Croydon’s youth centres and clubs that are suitable for young
people with disabilities.
• The Young Carers Support Project (020 8649 9339, option 2) supports
children and young people who have a caring role in the family. It organises
activities and outings for young carers during school holidays and can also
help to arrange family breaks.
Holidays
You may decide to go on holiday without the person you care for and find
alternative care for them or you might prefer to go on holiday together, but look
for a venue where help is provided. See our factsheet Holidays for sources
of information and advice, travel insurance, medication, equipment, holiday
providers and financial help.
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8. SHORT BREAKS AND LEISURE
Key Contacts
Alzheimer’s Society Croydon
020 8916 3587
Clocktower Arts
020 8253 1034
Contact The Elderly
0800 716 543
Croydon Libraries
020 8726 6900
Croydon Carers Centre
020 8688 7219
Croydon Childminding Network
020 8604 7586
Croydon Crossroads Carer Support Service
020 8667 9893
Croydon Mencap
020 8662 9201
Croydon Neighbourhood Care Association
020 8662 1000
Croydon Social Services
020 8726 6500
Family Information Service
0845 1111 100
Inclusion Support Worker
020 8604 7570
Mind in Croydon
020 8668 2210
Parents in Partnership
020 8651 6198
Respite Association
01406 701 944
Social Services for Adults
020 8726 6500
Young Carers Support Project
020 8649 9339
option 2
If you cannot find what you are looking for, please contact the Carers’
Information Service, 020 8649 9339, option 1.
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SHORT BREAKS AND LEISURE. 8
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85
9. TRAINING LEARNING & WORKING
There are opportunities open to you if you want to start or return to
employment, studying or training. There are also schemes that may be of
interest to the person you care for, as you may both benefit from being part
of a wider social circle and participating in activities that will boost your
confidence.The Carers (Equal Opportunities) Act 2004 says that carer’s
assessments must consider the carer’s wishes regarding work, education
and training, see chapter two for more details. Working and studying can
sometimes affect entitlement to benefits, both for you and the person you
care for, so it is recommended that you check with a benefits expert such as
the Welfare Rights Team on 0800 731 5920.
Training
For Carers
Training courses can be geared towards getting back into work, learning skills
and techniques that will help you in your caring role, or be purely for fun. The
Carers’ Information Service runs monthly training sessions for carers – topics
have included assertiveness, moving and handling and time management. All
our training is free of charge and we can pay for alternative care for the person
you look after, as well as transport and childcare costs. Contact us on 020
8649 9339 (option 1) for details of forthcoming courses.
Caring with Confidence (0800 849 2349, www.caringwithconfidence.net) offers
free training to carers aged 18 or over through local group sessions, self-study
workbooks and online sessions. The training is made up of several modules,
each looking at a different aspect of being a carer, and you can choose how
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TRAINING LEARNING & WORKING. 9
and when you access these. For example, you may want to attend one or two
group sessions, then complete the rest of the modules online a few months
later.
Croydon has a range of training courses for people caring for someone with
a specific condition. Rethink Croydon Carers Support Service (020 8649
9339, option 3, www.carerscontactline.co.uk) runs a Carers Education and
Training Programme for carers of an adult with a severe mental illness, and
the Alzheimer’s Society Croydon (020 8916 3587) offers training to carers of
someone with dementia. You may also find our factsheet Specific Conditions
helpful.
For the Person You Care For
A number of organisations offer computer training for disabled people. Croydon
Keystrokes (020 8764 8822, www.disabilitycroydon.org.uk) encourages people
with disabilities to learn how to use computers; it offers free introductory
training courses and drop-in sessions with support from staff and volunteers. U
Can Do IT (020 7730 7766, www.ucandoit.org.uk) can provide a free computer
and low cost computer training to people with disabilities. Age Concern Croydon
(020 8680 5450, www.ageconcerncroydon.org.uk) offers computer training for
people aged 55 or over and those with disabilities – charges apply.
Some groups offer work experience for people living with a particular disability;
see our Specific Conditions factsheet.
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9. TRAINING LEARNING & WORKING
Learning
For Carers
If your caring role makes it difficult for you to attend classes, there are distancelearning courses that enable you to study from home. Learning for Living
(020 7294 8217, www.learning-for-living.co.uk) is an online course for carers
designed to help you recognise your current skills and realise your potential.
Learndirect (0800 101 901, www.learndirect.co.uk) provides online learning
opportunities for people aged 16 and over who want to improve their skills
or work towards an educational qualification. The National Extension College
(0800 389 2839, www.nec.ac.uk) and the Open University (0845 300 60 90,
www.open.ac.uk) also offer distance-learning courses that can be completed
within a time scale that suits you. Croydon Adult Learning and Training (CALAT)
(020 8253 8550, www.calat.ac.uk) offers part-time adult education courses,
on a wide range of subjects, at six centres across the borough.
The Young Carers Support Project (YCP) (020 8649 9339, option 2
www.carerscontactline.co.uk) has an Education Support Worker who liaises
with schools on behalf of young carers, as well as providing emotional
support to young carers experiencing problems at school. The YCP also runs
a weekly homework club (during term-time) where young carers can get help
with schoolwork. Connexions (020 3354 2000) provides information, advice
and support to young people aged 13-19 (13-25 if the young person has a
disability) on all issues to do with education, training and careers.
For the Person You Care For
If you are caring for a child with a disability, they may have special educational
needs (SEN) that mean they find it harder to learn than other children of the
same age. There is not enough space in this guide to give detailed information
about SEN, but there are some excellent publications available, such as
Special Educational Needs – England from Contact a Family (0808 808 3555,
www.cafamily.org.uk), or Special Educational Needs - A guide for parents and
carers from the Department for Children, Schools and Families (0845 602
2260, www.teachernet.gov.uk/publications).
If you have concerns about your child’s progress you should speak to someone
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TRAINING LEARNING & WORKING. 9
as soon as possible; remember, you know your child better than anyone. If your
child is not yet at school you should consult your GP or health visitor, if they are
at school speak to the Special Educational Needs Co-ordinator (SENCO) or the
Head Teacher.
Help for children with SEN may initially be provided from within the school.
If your child does not make enough progress, support may be sought from
outside professionals such as a speech and language therapist. If you feel
that your child is still not progressing, or needs a lot more extra help, you can
ask for a statutory assessment to be carried out by Croydon Council Special
Educational Needs Section (020 8726 6000 ext 62394); this may lead to your
child being given a Statement of Special Educational Needs. The statement
will set out exactly what help your child needs and who will provide it. You
can get advice and support through the statementing process from KIDS
Croydon Parent Partnership Service (020 8688 8288, www.kids.org.uk), as
well as information on all aspects of special educational needs in Croydon.
You can also get advice and support from national organisations, including
the Independent Panel for Special Education Advice (IPSEA) (0800 0184016,
www.ipsea.org.uk), Network 81 (0845 077 4055, www.network81.org), and the
Advisory Centre for Education (0808 800 5793, www.ace-ed.org.uk).
If you are the parent of a pre-school child who has a disability the home
teaching service offered by the Portage and Early Childhood Team (020 8726
7401) or the playgroup run by Croydon Opportunity Group (020 8916 0543)
may be helpful. If your child misses a lot of school because of a long-term
illness or frequent admissions to hospital, they may get help from the Hospital
and Home Tuition Service (020 8771 5603).
Croydon Adult Learning and Training (CALAT) offers part-time adult education
courses; their Learner Support Service (020 8662 5574) arranges any extra
support required to ensure people with disabilities can access CALAT courses.
If the person you care for is going to enrol in higher education (degree level or
above), full or part-time, they may be entitled to a Disabled Students’ Allowance
- a grant to help meet the extra course-related costs students can face as
a direct result of a disability. For more information contact Student Finance
England on 0845 300 50 90.
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9. TRAINING LEARNING & WORKING
Working
For Carers
Juggling work and care can be a challenge, so it is important that you access all
the support available. You do not have to tell your employer or your colleagues
that you are a carer, but you may find them a source of support if you can share
your situation. Your employer might be able to offer you additional assistance
beyond your statutory rights, such as access to a telephone, or a parking space
near to work. If your employer wants to help but is not sure how, you could tell
them about Employers for Carers (020 7378 4956,
www.employersforcarers.org), an initiative supported by Carers UK that
provides advice and support to employers who want to develop a carer friendly
policy.
The Work and Families Act 2006 and the Employment Rights Act 1996 gave
carers rights to help them manage work and caring, such as the right to request
flexible work and leave entitlement. Flexible working could include measures
like changing your start and finish times, working the same hours but in fewer
days, or working from home. You have the right to apply for flexible working if
you have at least 26 weeks continual employment at the time you make your
application and you are the parent of a child under six, or a disabled child
under 18; or caring or expect to be caring, for a partner, relative or an unrelated
adult who lives at the same address as you.
Your application should be in writing, and whilst you do not have to prove
you are a carer, it may help your request if you can give as much information
as possible. You may also want to include how the proposed working
arrangements will benefit the company as a whole, and not just yourself. You
should receive a response, even if it is not a final decision, from your employer
within 28 days. If your request is turned down your employer must demonstrate
good business reasons for doing so, and you have the right to appeal. If your
request is agreed to it will permanently change your contract, and you may
want to ask for flexible working arrangements on a trial basis initially.
If you are a parent carer of a child receiving Disability Living Allowance (see
chapter four) and have worked for your employer for at least a year, you can
take 18 weeks unpaid parental leave before their 18th birthday. All parents are
entitled to 13 weeks unpaid parental leave before their child’s fifth birthday.
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You will need to give your employer at least 21 days’ notice if you want to take
parental leave. Parent carers who work, or want to work, can get support and
information from Working Families’ Waving Not Drowning Project
(020 7017 0072, www.workingfamilies.org.uk).
Everyone has the right to take a ‘reasonable’ amount of time off work to deal
with an emergency involving a dependant; whether this time is paid or unpaid
is up to your employer. You should tell your employer as soon as possible after
the emergency has happened. There is no set limit on how often you can claim
time off for dependants, as long as you are dealing with real emergencies,
nor do you need to have worked for your employer for any set length of time. If
working and caring become too difficult and you are thinking about resigning,
ask your employer about a career break (or sabbatical). It would mean that you
could concentrate on your caring role for a while, knowing that you have your
job to go back to. If you are on an unpaid career break, you may also be entitled
to claim Carers Allowance (see chapter four).
Carers UK (0845 241 0963, www.carersuk.org) publishes some useful
booklets: Carers and Employment: A Guide to the Right to Request Flexible
Working and Supporting Working Carers, a Carer’s Guide. Acas (08457 47 47
47, www.acas.org.uk) can help with any employment questions you may have,
and also produces a range of guides for employees, such as The Right to Apply
for Flexible Working, which you can request by calling 08702 42 90 90 or
visiting their website.
The Learning Curves Careers Information and Advice Service (020 8253 8560)
can help you find the course or training you need to progress in your current
job, or support you to pursue a different career entirely.
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9. TRAINING LEARNING & WORKING
For the Person You Care For
If the person you care for wants to work and is receiving Jobseeker’s Allowance,
but feels that their health issues are a barrier to finding a job, they may benefit
from meeting with a Disability Employment Advisor (DEA) at Jobcentre Plus
(020 8700 8362). DEAs can provide support and information via schemes
such as:
• Access to Work – advice and practical help such as providing a support
worker or communicator, giving grants to cover travel costs, and funding
adaptations to make the workplace accessible.
• WORKSTEP – support in finding and retaining a job for people who have
significant obstacles to overcome as a result of their disability.
• Job Introduction Scheme - offers employers help towards the cost of wages
for the first few weeks of employment, giving someone with a disability the
chance to demonstrate their capabilities.
Croydon Employment and Support Service (CESS) (020 8255 5459) helps
adults with disabilities find appropriate employment. CESS offers work
preparation courses, work place visits, benefits advice, travel training and
more. Status Employment (020 8655 3344, www.statusemployment.org.uk)
helps people aged 16 or over who have a mental health problem to find and
retain paid work.
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Key Contacts
ACAS
08457 47 47 47
Age Concern Croydon
020 8680 5450
Alzheimer’s Society Croydon
020 8916 3587
Carers UK Publications Order Line
0845 241 0963
Caring with Confidence
0800 849 2349
Connexions
020 3354 2000
Contact a Family
0808 800 3555
Croydon Adult Learning and Training
020 8253 8550
Croydon Council Special Educational Needs
Section
020 8726 6000
ext 62394
Croydon Employment and Support Service
020 8255 5459
Employers for Carers
020 7378 4956
Jobcentre Plus
020 8700 8362
KIDS Croydon Parent Partnership Service
020 8688 8288
Learning Curves
020 8253 8560
Learning for Living
020 7294 8217
Rethink Croydon Carers Support Project
Student Finance England
020 8649 9339 option 3
0845 300 50 90
Young Carers Support Project
020 8649 9339 option 2
Waving Not Drowning Project
020 7017 0072
If you cannot find what you are looking for, please contact the Carers’
Information Service, 020 8649 9339, option 1.
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10. HELP IN A HURRY
None of us like to think about when things might go wrong, but if you are
looking after someone it is useful to think about how you would deal with an
emergency involving you and/or the person you care for. An emergency can
be anything from you being stuck in traffic and unable to collect someone,
to equipment that the person you care for relies on breaking down out of
hours. Spending time thinking through possible emergency scenarios for
your caring situation, and finding out about services that can help, can give
you peace of mind now and will save time and anxiety if a crisis occurs.
Preparing for Emergencies
You might want to think about creating a back-up plan in case you are suddenly
unable to look after the person you care for. It is worth planning for everyday
situations, such as delays, as well as more serious problems such as an
unexpected hospital stay. Ask family members, friends and neighbours and
talk to them about whether they would be willing to help out. If they agree
you could make sure they know about the cared for person’s disability, illness
or condition, what medication they take, and where important information
and contact numbers are kept. You could put this information together in a
document and give copies to everyone in your ‘back up team’. If you do not
have a ‘back up team’ Croydon Social Services (020 8726 6000) may be able
to help. If you telephone outside normal office hours your details will be passed
by the security staff to the emergency duty team, who will call you back and see
what, if any, help can be given.
We have created an emergency card for carers, that can be carried with
you in your wallet or purse. The carers emergency card lets people know
that someone depends on you for care and has space to enter the names
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HELP IN A HURRY. 10
of two people who could be contacted in the event of an emergency. These
are available free by contacting us on 020 8649 9339 option 1. Emergency
services will often check people’s mobile phones in order to contact their next
of kin, if you store the names of your emergency contacts in your phone under
the heading ICE (In Case of Emergency) the emergency services look there first
and be able to find essential contact details easily.
Croydon Council has a new service called Croycare (020 8654 7166), a 24hour emergency response service and card scheme. Carers who are providing a
“substantial” amount of care for someone and have had a carer’s assessment,
may be able to register for this service, however you will need to contact
Croycare for further information about eligibility criteria. To register you will
need to supply information about the person you care for and the names of two
people to contact in an emergency. An emergency plan will be drawn up and
you will be given a Croycare emergency alert card which will include a unique
reference number and an emergency contact number to call. The service will
implement your personal emergency plan or provide direct support to the
person you look after for up to 72 hours.
If you know that the person you care for can get help quickly and easily if there
is a problem, particularly if they live alone or if they are on their own for long
periods, it will be reassuring for both of you.
Croydon Careline (020 8726 6501) is a Croydon Council service that provides
a home safety and personal security system, which helps people to live
independently within their own homes. It operates year round, 24 hours a day.
The user of the service is given a necklace or wrist strap containing an alarm
button which, when pressed, alerts a control centre. The caller can talk to a
trained operator from anywhere in the home without using the phone handset.
The operator will take appropriate action, such as calling the nominated
emergency contacts or sending out the Careline mobile response officers
directly to the person’s home. The operator will stay on the line until help
arrives. Anyone can have a Careline but there are charges for installation and
maintenance. However, if you already receive social care services or wish to
be assessed for services, you may be able to receive help towards these costs.
For an assessment, contact Social Services for Adults (020 8726 6500) or
Children’s Services (020 8726 6400).
Telecare sensors can also be programmed to the Careline Unit. These sensors
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10. HELP IN A HURRY
monitor smoke, flood, gas leaks, carbon monoxide and extreme temperatures.
There are systems that reduce the risk of falls by switching on lights as people
get out of bed and raising an alarm if they do not return within a certain time.
There are also devices that can automatically page a carer or friend up to
500 metres away to instantly alert them of a potential risk situation within the
home.
The Message in a Bottle Scheme is supported by the emergency services and
enables them to find someone’s basic personal and medical details quickly and
easily in an emergency. You can get one of the labelled bottles for free from the
Lions Club of Croydon (020 8689 5411). Information about the person you look
after is kept on the form inside the bottle and put in the door of their fridge.
You will be given green cross stickers to put on the front of the fridge and on
the back of the front door so that the emergency services know to look for the
bottle.
If the person you care for has a specific medical or disabling condition you
could contact the relevant national organisation to find out if they produce
an identification or awareness card stating that the bearer has a medical
condition. If the person you care for has any hidden medical conditions or
allergies it might be a good idea for them to join a scheme such as MedicAlert
(0800 581 420, www.medicalert.org.uk). Each MedicAlert member receives
an emblem that is engraved with the wearer’s main medical conditions
or vital details, a personal identification number and a 24-hour telephone
number to call for more information about the wearer. Charges apply, but free
membership can be given to individuals on a limited income. Other schemes
are available.
If you combine caring with paid work you may need to take time off if there is
an emergency situation involving the person you care for. See chapter nine to
find out about your rights to time off in an emergency.
If the person you care for relies on vital equipment it is a good idea to be
prepared in case it breaks down. You need to know who is responsible for fixing
or replacing it, how to contact them and whether they have any out of hours
services. If the equipment has been bought with a direct payment from social
services it is essential to find out who will be responsible for it if there is a
problem, see chapter two.
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HELP IN A HURRY. 10
Dealing with Emergencies
Medical Assistance
A medical emergency is regarded as a critical or life-threatening situation and
in this situation you need to call 999. If the person you care for needs urgent
medical attention outside of normal GP practice hours, the surgery will usually
have a recorded message giving details of the out of hours service. You may
be referred to Croydon Doctors on Call (Croydoc), a co-operative run by Croydon
GPs. Alternatively, NHS Direct (0845 46 47, www.nhs.uk) can advise and even
call an ambulance for you if necessary.
Croydon NHS Walk-In Centre (020 8714 2888) at 45 High Street Croydon
offers healthcare advice and treatment for minor injuries and illnesses. You do
not need an appointment. It is open year round, except Christmas Day, 7 am
- 10 pm on weekdays and 9 am - 10 pm at weekends and on public holidays.
The Emergency Minor Treatment Centre at Parkway Health Centre (020 8251
7225) has specialist nurses who can treat a wide range of minor injuries and
problems. The centre is open year round, except Christmas Day, 2 - 9 pm on
weekdays and public holidays, and 12 noon - 9 pm at the weekend.
If the person you care for has severe dental pain and their dental surgery is
closed, or they are not registered with a dentist, you can contact Croydon’s
emergency dental service, Croydent, on 0845 000 4567. If you need an out of
hours pharmacist urgently you can get details by contacting NHS Direct.
If the person you care for has a fall and cannot get up unassisted, it is best not
to attempt to move them yourself, but to contact the ambulance service (999)
to help get them up and check for any injuries. If you care for an older person
and you are worried about falls, contact the Age Concern Croydon Personal
Safety Project (020 8680 5450, www.ageconcerncroydon.org.uk). This project
helps older people, their families and carers, with some of the practical
difficulties that may be affecting their safety in the home. It offers a number of
services, including assessing and identifying risks, carrying out handyperson
tasks to improve safety, and providing advice on equipment and aids to
promote safety and independence.
If the person you care for has a mental health crisis, who you contact for help
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10. HELP IN A HURRY
will depend on whether they are currently known to mental health services. If
the person you are caring for is not known to the mental health system, you
can ring the SLaM Information Line (open 24 hours) on 0800 731 2864 to find
out where and how to get help. If you are caring for someone who is a mental
health service user, you should contact their Community Mental Health Team.
Out of hours, you can go to the Accident and Emergency department at Mayday
Hospital where there are always specialist mental health staff on duty. If you
are concerned about an immediate risk of harm, either to yourself or someone
else, call the emergency services. The Samaritans is available 24-hours (08457
90 90 90, www.samaritans.org) and can talk to anyone in distress in complete
confidence.
Key Contacts
Age Concern Croydon
020 8680 5450
Croydon Careline
020 8726 6501
Children’s Services
020 8726 6400
Croycare
020 8654 7166
Croydent
0845 000 4567
Croydon Council
020 8726 6000
Croydon NHS Walk-in Centre
020 8714 2888
Lions Club of Croydon
020 8689 5411
MedicAlert
NHS Direct
0800 581 420
0845 46 47
Parkway Health Centre
020 8251 7225
Samaritans
08457 90 90 90
SLaM 24 hour information line
0800 731 2864
Social Services for Adults
020 8726 6500
If you cannot find what you are looking for please contact the Carers’
Information Service on 020 8649 9339, option 1.
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How To... A Guide for Carers in Croydon 2009-2011
99
SUBJECT INDEX
A
Abuse
Accessible Toilets
Adaptations
Advocacy
Alcohol
Alternative Care
Arts
Assessment of Need
Attendance Allowance
B
Back Injuries
Befriending
Benefits
Bereavement
Black and Minority Ethnic (BME)
Blind
Blue Badge
C
Carer’s Allowance
Carer’s assessment
Carers’ Rights
Carer Premium
Care Homes
Care Plan
Childminders
Children’s Centres
Child Benefit
Child Tax Credit
Cinema
Community Transport
Complaints
Complementary therapies
Computers
Congestion Charge
Consent
Continence
100
29
15, 56
54, 70
12, 14, 15, 16, 17, 18
32, 37
11, 12, 18
80, 83
22, 23, 27, 77
43, 80
32
13, 15, 35
12, 14, 16, 18, 20, 42-51
38, 39, 50
10, 11, 77
16, 48
63, 64
44
12, 16, 18, 27, 28, 35
8, 9
44, 45
35, 43, 72, 73
25, 26, 28
78
13
58
46
80, 81
68
20, 30, 40
12, 17
55
64
39, 40
34, 56
How To... A Guide for Carers in Croydon 2009-2011
SUBJECT INDEX
Council Housing
Council Tax
Council Tax Benefit
Counselling
70
47
46
10, 12, 16, 17, 18, 19, 33, 50
D
Day Centres
Debt
Dementia
Dentists
Direct Payments
Disability Living Allowance
Disability Premium
Disabled Band Reduction Scheme
Disabled Child Premium
Disabled Parking Bay
Disabled Persons Railcard
Discounts
Discrimination
DIY
Domiciliary Care
Door-to-Door Transport
Drama
Driving
Drugs
22
47
18, 81
33, 39
26, 53, 77
26, 43, 54, 62, 79, 80
44
47
45
64
66
47, 48, 60, 79
20
15
77
68
17
63, 64, 65
32, 37
E
Education
Emergencies
Emotional Support
Employment
Employment and Support Allowance
Enhanced Disability Premium
Equality
Equipment
20, 88-89
12, 13, 28, 35, 94, 98
12-13, 38-39
18, 20, 90-92
43
44
15, 20
22, 28, 52-56
How To... A Guide for Carers in Croydon 2009-2011
101
SUBJECT INDEX
F
Falls
Financial Assessment
Freedom Pass
Funerals
Furniture
G
Gardening
GPs
Grants
14, 97
25, 28, 53
65-67, 79
49, 50
60
15, 59, 80
33, 34, 36, 38
12, 48, 53, 58, 62, 78
H
Hearing Impairment
16
Holidays
78, 83
Homecare Agencies
77
Home Maintenance
57
Home Responsibilities Protection
45
Home Safety
14, 58-59
Home security
59
Horse-riding
81
Hospice Care
17, 38
Hospital
24, 27, 34-35, 43, 44, 50, 55, 60, 62, 64, 68
Hospital Admissions
34
Housing
20, 34, 70-74
Housing Benefit
46
I
I-Count Card
Incapacity Benefit
Income Support
Independent Living Funds
29
43
45
26
J
Jobseeker’s Allowance
46
102
How To... A Guide for Carers in Croydon 2009-2011
SUBJECT INDEX
L
Lasting Power of Attorney
Learning Disability
Legal Advice
Legislation
Leisure
Libraries
Life-Limiting/Life-Threatening
Lunch Club
M
Meal Delivery
Medication
Mental Health Problem
Mental Health Services
Mobility
Music
39, 49
16, 23, 33, 49, 78, 80, 82
20
8-9
12, 18, 27, 72, 78-84
36, 79
17, 38
15, 16, 77, 80, 82
60
33, 37, 83
13, 17, 18, 22, 27, 32, 36, 78, 80, 98
22, 27, 36, 98
43, 54-56, 62-69
80, 81
N
National Insurance
NHS Low Income Scheme
Nursing Homes
44, 45
39
22, 72
O
Occupational Therapy
Ordinary Power of Attorney
Outings
34, 53
48
12, 81, 82, 83
P
Palliative Care
Pension Credit
Personal Care
Pharmacy
Physical Disability
Physiotherapy
Prescriptions
Public Transport
17, 38
45
22, 24, 26, 43
38
15, 34, 82
34
36-39, 60
65
How To... A Guide for Carers in Croydon 2009-2011
103
SUBJECT INDEX
R
Radar Keys
Reductions
Registers
Repairs
Road Tax
S
Special Educational Needs
Safeguarding
Self-Directed Support
Senior Railcard
Sensory Impairment
Severe Disability Premium
Sheltered Housing
Shopping
Short Break
Siblings
Sight Tests
Sitting Service
Social Fund
Special Rules
Speech and Language Therapy
Sport
Substance Addiction
Supported Housing
Swimming
T
Terminal Illness
Tradespersons
Training
Trampolining
Transport
U
Utilities
104
15, 56
48, 79
29
57
64
13, 88-89
29
26
66
15, 58
44, 45
71
15, 60, 61
15, 22, 26, 28, 76-78
13
39
77
47, 50, 62
43
34
80
19, 37
71
80, 81
17, 38-39, 43
57, 59
11, 12, 14, 15, 17, 18, 26, 32, 86-87
81
12, 15, 16, 28, 62-69
58
How To... A Guide for Carers in Croydon 2009-2011
SUBJECT INDEX
V
Value Added Tax
Visual Impairment
W
War Pension Mobility Supplement
Wheelchair
Wills
Work
Working Tax Credit
Y
Young Carers
How To... A Guide for Carers in Croydon 2009-2011
57, 64
16, 29, 66, 79
68
55-56, 63, 64, 65, 66, 68
49
27, 28, 43, 46. 90-92
46
12, 13, 27, 46, 83
105
ORGANISATIONAL INDEX
Organisations and services listed in
this guide.
A
AbilityNet
55
Acas
91
Access Ability Centre
54
Access Croydon
23, 27
ACDC Advocacy
15
Action on Elder Abuse
29
Adfam
19
Adult Abuse Reporting Line
29
Advisory Centre for Education
89
Advocacy Partners
16
Age Concern Croydon 15, 55, 57, 58
59, 60, 71, 72, 87, 97
Al-Anon Family Groups
19
Alateen
19
Alcoholics Anonymous
19
Alzheimer’s Society Croydon
18, 27
81, 87
Ashburton Road Crisis Unit
36
Aztec Centre
54
British Footwear Association
55
British Red Cross Hospital and
Community Service
35
C
CAPS Supported Lodging Scheme 72
CareAware
73
Carers’ Information Service
7, 11
32, 63, 86
Carers Direct
Carers UK
12
12, 50, 90, 91
Care Providers
37
Care Quality Commission
72
Caring with Confidence
86
Charging Helpline
25, 73
CHASE
38
Children’s Hospital at Home
Team
33, 38
Children’s Occupational
Therapy Service
34, 53
Children’s Services
23, 27
29, 53, 95
Child and Adolescent Mental
Health Service
36, 37
B
BackCare
32
Benefit Enquiry Line
42
Bethlem Royal Hospital
36
Beulah Family Church Parent
Support Group
13
Books on Prescription Scheme
36
Boots Medisure Service
37
106
British Association for Counselling
and Psychotherapy
19
Cinema Exhibitor’s Association
Card
80
Clocktower Arts
80
Community Access Service
79
Community Dental Service
33
Community Intermediate
Care Service
35
Community Legal Advice
20
How To... A Guide for Carers in Croydon 2009-2011
ORGANISATIONAL INDEX
Community Legal Advice (Helpline) 49
Croydon Contacts
Community Podiatry/
Chiropody Service
Croydon Council
34
Community Service Volunteers
77
Congestion Charging London
64
Connexions
Consumer Credit Counselling
Service
Contact a Family
80
5, 26, 30, 50
70, 72, 77
Croydon Council’s Infrastructure
Traffic Design
64
88
Croydon Council Special
Educational Needs Section
89
48
Croydon Council Travel
Services Team
14, 88
64, 65, 68
Croydon Crossroads
38
Contact the Elderly
82
Continence Service
34, 56
Croydon Crossroads Carer
Support Service
12, 62, 82
Council Tax and Benefits
Customer Contact Centre
46, 47
Croydon Crossroads
Saturday Club
82
20
Croydon Deaf Children’s Society
16
Counsel and Care
73
Croydon Doctors on Call (Croydoc) 97
Croycare
95
Croydent
97
Croydon Employment and
Support Service
92
Croydon Accessible Transport
(CAT)
68
Croydon Generic Floating
Support Service
72
Counselling Directory
Croydon Adult Learning and
Training (CALAT)
Croydon Hearing Resource Centre 15
Croydon Housing Aid Society
73
Croydon Integrated Adult
Mental Health Service
36
20
Croydon Integrated Mental
Health of Older Adults Service
36
60
Croydon Association of Pastoral
Care in Mental Health
Croydon Integrated
Psychological Therapies Service
36
18
Croydon Careline
95
Croydon International
Volunteer Service
59
Croydon Keystrokes
87
Croydon Libraries
79
Croydon Memory Service
18
88, 89
Croydon Alcohol Counselling
Service
19
Croydon and Sutton Law Centre
Croydon Appliance Re-use
Centre (ARC)
Croydon Carers Centre
12, 82
Croydon Childminding Network
78
Croydon Citizens Advice Bureau
(CAB)
20
Croydon Community Drug Agency 19
How To... A Guide for Carers in Croydon 2009-2011
Croydon Mencap
16, 27, 63
77, 80, 82
107
ORGANISATIONAL INDEX
Croydon Mental Health Forum
18
Direct Payments Support Service 26
Croydon Mobility Forum
65
DisabilityCroydon
Croydon Neighbourhood Care
Association
14, 55, 59, 61, 68, 77
Croydon NHS Walk-In Centre
97
Croydon Opportunity Group
89
Croydon Register Office
50
Croydon Shopmobility Scheme
56
Croydon Social Services
22, 23,
24, 25, 38, 53
54, 59, 72, 77, 94
Croydon Sports
Development Team
15, 26, 56
Disability Equipment Register
55
Disability Law Service
20
DisabledGo
79
Disabled Living Foundation (DLF) 54
Disabled Persons Railcard
66
Docklands Light Railway
65
Driver and Vehicle
Licensing Agency (DVLA)
64
DWP Benefit Enquiry Line 43, 45, 64
82
Croydon Substance Misuse Team 37
E
Croydon Tramlink
Early Support Programme for
Disabled Children
13
Elderly Accommodation Counsel
71
97
Croydon Voluntary Action
66
10, 18
Croydon Voluntary Association
for the Blind
16
Croydon Welfare Rights Team
42
Emergency Minor
Treatment Centre
Crystal Centre for
Children’s Services
Employers for Carers
90
53
Enterprise Swimming Club
81
Cycling for All
81
F
D
Face 2 Face
13
Dairy Crest Doorstep Deliveries
60
Family Fund
63
Day Lewis Pharmacies
33
Family Information Service
13
DEMAND
56
First Capital Connect
66
Department for Children,
Schools and Families
88
Fledglings
56
FRANK
19
de Stafford Sports Centre
Disability Sports Club
81
Dial-a-Ride
68
Diamond Riding Centre
81
Directory of Social Change
48
108
G
Gingerbread 14
How To... A Guide for Carers in Croydon 2009-2011
ORGANISATIONAL INDEX
H
L
Health Visiting Team for
Older People
34
Help the Aged Care Fees
Advice Service
73
Help with Health Costs
39
HM Revenue and Customs
Charities Helpline
Home Safety Scheme
Home Start Croydon
Hospice Information Service
Law Society
49
Learndirect
88
Learning Curves
91
Learning for Living
88
Leisure Link
78
Lions Club of Croydon
96
59
Local Government Ombudsman
30
60
London Fire Brigade
58
57, 64
17, 38
Hospital and Home Tuition
Service
89
Housing Advice Service
73
Housing Enquiry Team
70, 71
I
Independent Complaints
Advocacy Service
40
Independent Living Fund
26
Independent Panel for Special
Education Advice (IPSEA)
89
Information Commissioner’s
Office
40
M
Macmillan Cancer Information
and Support Service
Mayday Hospital
17
35, 98
MedicAlert
96
Mencap
49
MERU
Mind in Croydon
56
18, 60, 78, 80
Mobilise
63
Mobility Information Service
63
Motability
54, 62-63
N
J
Jobcentre Plus
44, 45
46, 47, 62, 92
K
KIDS Croydon Parent
Partnership Service
89
How To... A Guide for Carers in Croydon 2009-2011
Naidex
54
National Debtline
48
National Express
67
National Extension College
88
National Rail Enquiries
66
Network 81
89
NHFA Care Fees Advice Line
73
NHS Croydon
33
NHS Direct
97
109
ORGANISATIONAL INDEX
NHS Low Income Scheme
39
R
NSF Carers Group
17
RADAR
56
NSPCC Child Protection Helpline
29
Rainbow Trust
39
Register Services
29
Relatives and Residents
Association
73
REMAP
56
Office of the Public Guardian 39, 49
Respite Association
78
Older People’s Network
15
Open University
88
Rethink Croydon Carers
Support Service
Oyster Card Helpline
67
O
Occupational Therapy (OT)
Service
34, 53
P
PALS
40
PALS at Mayday Hospital
35
Parents in Partnership (PIP)
13, 82
Partnership for Older People
14
Pension Service
45
Pension Service for Croydon
42
Physiotherapy Service
34
Pillbox UK
38
Portage and Early Childhood
Team
89
Primary Care Psychological
Therapy Service
36
Primary Care Support Service
33
Queen Elizabeth Foundation
Mobility Centre
Rethink Croydon
Counselling Service
19
Royal National Institute
for the Deaf (RNID)
16
Royal National Institute of Blind
People (RNIB)
16
S
Safeguarding Adults Team
29
SAFE Project
59
Samaritans
98
SANE
18
Saturn V
81
Sense
16
Shape
79
Shelter
73
Sibs
13
SLaM Information Line
Q
SLaM PALS
63, 65
Social Services for Adults
Soldiers, Sailors, Airmen and
Families Association (SSAFA)
110
17, 87
36, 98
36
23, 27
53, 95
50
How To... A Guide for Carers in Croydon 2009-2011
ORGANISATIONAL INDEX
Southeastern Railway
66
U
Southern Trains
66
U Can Do IT
South East Cancer Help Centre
17
South London and Maudsley
(SLaM) NHS Foundation Trust 22, 36
Spectrum
83
Speech and Language Therapy
(SALT) Service
34
St. Christopher’s Hospice
38
Status Employment
92
Staying Put
57, 59
56, 87
V
Victoria Coach Station
67
Voices Forum
17
W
W4B - the TV and Radio Charity
79
Waggy Tails Club
83
Student Finance England
89
Wheelchair Service
54, 55
Support Needs Assessment and
Placement Service
Whitgift Foundation
7
71
SureStart
83
Whitgift Special Needs
Activity Project
83
Whizz–Kidz
56
Willow Children’s Bereavement
Service
38
Wiltshire Farm Foods
60
Women’s Service
36
Working Families’ Waving Not
Drowning Project
91
T
Taxi One Number
68
Tax Credit Helpline
46
The Princess Royal Trust
for Carers
12
Thornton Heath Leisure Centre
81
Transport for All
65
Transport for London
67
Travel Information Call Centre 65, 67
Travel Mentoring Scheme
Treetops Children’s Centre
TV Licensing
65
Y
Young Carers Support Project
Youth Disabilities Project
12
27, 83
83
16, 83
48
How To... A Guide for Carers in Croydon 2009-2011
111
ADDRESS BOOK
We have listed all the organisations that are referred to in this guide.
Addresses are only given for local organisations. If you cannot find the
organisation that you need please contact us on 020 8649 9339, option 1.
AbilityNet
0800 269 545
www.abilitynet.co.uk
Action on Elder Abuse
0808 808 8141
www.elderabuse.org.uk
Acas
Helpline 08457 47 47 47
Order Line 08702 42 90 90
www.acas.org.uk
Adfam
020 7553 7640
www.adfam.org.uk
Adult Abuse Reporting Line
See Croydon Council
Access Ability Centre
28 Boulogne Road, Croydon CR0 2QT
Incorporating:
Community Equipment / Aztec Centre
020 8664 8860
&
Wheelchair Service
020 8665 9313
Access Croydon (New Addington)
90 Central Parade, New Addington
CR0 0JB
020 8726 6000
Access Croydon (Thornton Heath)
Strand House, Zion Road, Thornton
Heath CR7 8RG
020 8726 6000
ACDC Advocacy
158-162 London Road,
Croydon CR0 2TD
020 8680 5450
www.ageconcerncroydon.org.uk
112
Adult Care Management Team
Mayday University Hospital, 530
London Road, Croydon CR7 7YE
020 8401 3148
Advisory Centre for Education (ACE)
0808 800 5793
www.ace-ed.org.uk
Advocacy Partners
c/o Geoffrey Harris House, Coombe
Road, Croydon CR0 5RD
020 8681 4903
www.advocacypartners.org
Age Concern Croydon
158-162 London Road,
Croydon CR0 2TD
020 8680 5450
www.ageconcerncroydon.org.uk
Al-Anon Family Groups
020 7403 0888
www.al-anonuk.org.uk
How To... A Guide for Carers in Croydon 2009-2011
ADDRESS BOOK
Alcoholics Anonymous (AA)
020 7833 0022 for Croydon
01883 330720 for Purley, Coulsdon,
Addington, Selsdon and Sanderstead
www.aa-gb.org.uk
Beulah Family Church Parent Support
Group
Beulah Crescent,
Thornton Heath CR7 8JL
020 8771 4570
Alzheimer’s Society Croydon
Heavers Resource Centre,
122 Selhurst Road, South Norwood
SE25 6LL
020 8916 3587
British Association for Counselling
and Psychotherapy (BACP)
01455 883 316
www.bacp.co.uk
Artsline
www.artsline.org.uk
British Footwear Association
01933 229005
www.britfoot.com
Ashburton Road Crisis Unit
British Red Cross Hospital and
58 Ashburton Road, Croydon CR0 6AN Community Service
020 8654 4301
Mayday University Hospital, London
Road, Thornton Heath CR7 7YE
Association for Children’s Palliative
020 8401 3590
Care (ACT)
0845 108 2201
CAPS Supported Lodging Scheme
www.act.org.uk
See Croydon Council
Aztec Centre
See Access Ability Centre
BackCare
0845 130 2704
www.backcare.org.uk
Bethlem Royal Hospital
Monks Orchard Road, Beckenham,
Kent BR3 3BX
020 3228 6000
How To... A Guide for Carers in Croydon 2009-2011
CareAware
08705 134925
www.careaware.co.uk
Care Providers
169 Shirley Road, Croydon CR0 8SS
020 8656 4627
www.care-providers.co.uk
Care Quality Commission
03000 616161
www.cqc.org.uk
113
ADDRESS BOOK
CareAware
08705 134 925
www.careaware.co.uk
Carers Direct
0808 802 02 02
www.nhs.uk/carersdirect
Carers’ Information Service
Courtyard House, 1d Church Road,
Croydon CR0 1SG
020 8649 9339, option 1
www.carerscontactline.co.uk
Carers UK
Helpline 0808 808 7777
Publications Line 0845 241 0963
www.carersuk.org.uk
Caring with Confidence
0800 849 2349
www.caringwithconfidence.net
Charging Helpline
See Croydon Council
Chase Children’s Hospice Service
01483 230 960
www.chasecare.org.uk
Child and Adolescent Mental Health
Service
Lennard Lodge, 3 Lennard Road,
Croydon CR0 2UL
020 3228 0000
Children’s Hospital at Home Team
Morland Road Clinic, 6 Morland Road,
Croydon CR0 6NA
020 8714 2501
Children’s Occupational Therapy
Service
Children’s Physiotherapy Service
Children’s Speech and Language
Therapy Service
See Crystal Centre for Children’s
Services
Children’s Services
See Croydon Council
Cinema Exhibitors’ Association Card
0845 123 1292
www.ceacard.co.uk
Clocktower Arts
Croydon Clocktower, Katharine Street,
Croydon CR9 1ET
020 8253 1034
Community Access Service
See Croydon Council
Community Dental Service
61a Gillett Road, Thornton Heath
CR7 8RL
020 8714 2708
Community Equipment
See Access Ability Centre
Community Intermediate Care Service
12-18 Lennard Road, Croydon CR9 2RS
020 8274 6444
114
How To... A Guide for Carers in Croydon 2009-2011
ADDRESS BOOK
Community Legal Advice
Helpline 0845 345 4 345
Leaflet Line 0845 3000 343
www.communitylegaladvice.org.uk
Community Podiatry/Chiropody
Service
Leander Road Primary Care Centre
949 London Road, Thornton Heath
CR7 6JE
020 8274 6820/6836
Community Service Volunteers
020 7278 6601
www.csv.org.uk
Congestion Charging London
0845 900 1234
www.tfl.gov.uk
Connexions
112-114 High Street, Croydon
CR0 1ND
020 3354 2000
www.connexions-southlondon.org.uk
Consumer Credit Counselling Service
0800 138 1111
www.cccs.co.uk
Contact a Family
0808 808 3555
www.cafamily.org.uk
Contact Centre
See Croydon Council
How To... A Guide for Carers in Croydon 2009-2011
Contact the Elderly
0800 716543
www.contact-the-elderly.org
Continence Service
Parkway Health Centre, Parkway, New
Addington CR0 OJA
020 8714 2979
Continuing Care Team
Shirley Clinic, 135 Shirley Road,
Croydon CR0 7LR
020 8714 2800
Council Tax and Benefits Customer
Contact Centre
Fell Road, Croydon CR9 1BQ
020 8726 7000
Counsel and Care
0845 300 7585
www.counselandcare.org.uk
Counselling Directory
www.counselling-directory.org.uk
Croycare
See Croydon Council
Croydent (Croydon Emergency Dental
Service)
0845 000 4567
Croydon Accessible Transport
Cornerstone House, 14 Willis Road,
Croydon CR0 2XX
020 8665 0861
115
ADDRESS BOOK
Croydon Adult Learning and Training
(CALAT)
020 8253 8550
Learner Support Service 020 8662
5574
www.calat.ac.uk
Croydon Childminding Network
Leon House, 233 High Street, Croydon
CR0 9XT
020 8604 7586
Croydon Citizens Advice Bureau
New Addington CAB
1a Overbury Crescent, New Addington
CR0 OLR
01689 846 890
Thornton Heath CAB
Strand House, Zion Road, Thornton
Heath CR7 8RG
020 8683 5210
www.croydon cab.org.uk
Croydon Alcohol Counselling Service
28 Wellesley Road, Croydon CR0 2AD
020 8667 9500
Croydon and Sutton Law Centre
79 Park Lane, Croydon CR0 1JG
020 8667 9226
Croydon Appliance Re-use Centre
(ARC)
Eurocrown House, 23 Grafton Road,
Croydon CR0 3RP
020 8662 8002
www.arc-croydon.org.uk
Croydon Community Drug Agency
100 Church Street, Croydon CR0 1RD
020 8686 7500
Croydon Contacts
Cornerstone House, 14 Willis Road,
Croydon CR0 2XX
020 8665 0984
www.croydoncontacts.com
Croydon Association for Pastoral Care
in Mental Health
Cornerstone House, 14 Willis Road,
Croydon CR0 2XX
020 8665 6718
www.croydon-apcmh.co.uk
Croydon Community Health Services
See NHS Croydon
Croydon Careline
See Croydon Council
Croydon Carers Centre
12 Katharine Street, Croydon CR0 1NX
020 8688 7219
www.croydoncarerscentre.co.uk
116
How To... A Guide for Carers in Croydon 2009-2011
ADDRESS BOOK
Croydon Council
Services based at Taberner House; all other services listed separately.
Contact Centre
Taberner House, Park Lane,
Croydon CR9 3JS
020 8726 6000
www.croydon.gov.uk
Infrastructure Traffic Design
020 8667 8249
Adult Abuse Reporting Line
020 8760 5697
Safeguarding Adults Team
020 8760 5790
CAPS Supported Lodging Scheme
020 8726 6000 ext 63516
Sensory Impairment Team
020 8726 6500 ext 62123
Charging Helpline
020 8760 5676
Social Services for Adults
020 8726 6500
Children’s Services
020 8726 6400
Special Educational Needs
020 8726 6000 ext 62394
Community Access Service
020 8726 6000 ext 61661
Staying Put
020 8760 5505
Croycare
020 8654 7166
Support Needs Assessment and
Placement Service (SNAP)
020 8760 5498
Croydon Careline
020 8726 6501
Croydon Welfare Rights Team
0800 731 5920
SAFE Project
020 8760 5505
Travel Services Team
020 8726 7100
Croydon Sports Development Team
020 8760 5592
Housing Enquiry Team
020 8726 6100
How To... A Guide for Carers in Croydon 2009-2011
117
ADDRESS BOOK
Croydon Crossroads
410 Brighton Road, South Croydon
CR2 6AN
020 8688 4499
Croydon Home Treatment Team
Tamworth Road Resource Centre, 37
Tamworth Road, Croydon CR0 1XT
020 3228 0356
Croydon Crossroads Carer Support
Service
410 Brighton Road, South Croydon
CR2 6AN
020 8667 9893
Croydon Housing Aid Society
Croydon and Sutton Law Centre, 79
Park Lane, Croydon CR0 1JG
020 8726 0840
Croydon International Volunteer
Service
82 Clyde Road, Addiscombe CR0 6SW
020 8656 4941
www.croydonivs.org.uk
Croydon Deaf Children’s Society
Summit House, 50 Wandle Road,
Croydon CR0 1DF
07951 611190
www.croydondeafchildren.org.uk
Croydon Employment and Support
Service (CESS)
Crosfield, 3 Imperial Way, Croydon CR0
4RR
020 8255 5459
Croydon Generic Floating Support
Service
Grosvenor House, 125 High Street,
Croydon CR0 9XP
020 8726 8891
www.casasupport.org.uk
Croydon Hearing Resource Centre
Summit House, 50 Wandle Road,
Croydon CR0 1DF
020 8686 0049
www.croydonhearing.org.uk
118
Croydon Job Centre Plus
17-21 Dingwall Road, Croydon CR9 2TN
020 8700 8300
Croydon Keystrokes
Cornerstone House, 14 Willis Road,
Croydon CR0 2XX
020 8764 8822
www.disabilitycroydon.org.uk
Croydon Libraries
020 8726 6900
Croydon Memory Service
Heavers Resource Centre, 122
Selhurst Road, South Norwood
SE25 6LL
020 3228 9500
Croydon Mencap
60-61 Leslie Park Road, Croydon CR0 6TP
020 8662 9201
www.croydon.cswebsites.org
How To... A Guide for Carers in Croydon 2009-2011
ADDRESS BOOK
Croydon Mental Health Forum
c/o Croydon Voluntary Action,
97 High Street, Thornton Heath
CR7 8RY
020 8683 7010
Croydon Social Services
See Croydon Council
Croydon Neighbourhood Care
Association
Central Hall, Davidson Lodge,
Freemason’s Road, Croydon CR0 6PD
020 8662 1000
www.cnca.org.uk
Croydon Substance Misuse Team
Crosfield House, Mint Walk, Croydon
CR0 1EA
020 3228 0200
Croydon NHS Walk-in Centre
45 High Street, Croydon CR0 1QD
020 8714 2888
Croydon Online
www.croydononline.org
Croydon Sports Development Team
See Croydon Council
Croydon Tramlink
020 8681 8300
www.tfl.gov.uk/trams
Croydon Voluntary Action
020 8684 3862
www.cvalive.org.uk
Croydon Voluntary Association for the
Croydon PCT PALS
Blind
See Patient Advice and Liaison Service 72-74 Wellesley Road, Croydon CR0 2AR
020 8688 2486
Croydon Opportunity Group
Woodlands Centre, Gilbert Scott
Croydon Welfare Rights Team
School, Farnborough Avenue, South
See Croydon Council
Croydon CR2 8HD
020 8916 0543
Crystal Centre for Children’s Services
47 St James’s Road, Croydon
Croydon Register Office
CR0 2UR
Mint Walk, Croydon CR0 1EA
020 8274 6850
020 8726 6300
Cycling For All
Croydon Shopmobility
Croydon Sports Arena, Albert Road,
Whitgift Car Park, Wellesley Road,
South Norwood SE25 4QL
Croydon CR0 2AG
020 7346 8482
020 8688 7336
www.wheelsforwellbeing.org.uk
How To... A Guide for Carers in Croydon 2009-2011
119
ADDRESS BOOK
Dairy Crest Doorstep Deliveries
0800 615 715
www.milkdeliveries.co.uk
Day Lewis Pharmacy
1102 London Road, Norbury, London
SW16 4DT
020 8764 1324
Day Lewis Pharmacy
45 Elmfield Way, Sanderstead
CR2 0EJ
020 8657 2474
Department for Work and Pensions
Benefit Enquiry Line
0800 88 22 00
www.dwp.gov.uk
Department for Work and Pensions
(for enquiries about AA and DLA)
0845 712 34 56, option 1
www.dwp.gov.uk
Department of Health
Publications Orderline 0300 123
1002
www.dh.gov.uk
Day Lewis Pharmacy
3 High Street, South Norwood, London Dial-a-Ride
SE25 6EP
0845 999 1 999
020 8653 2310
www.tfl.gov.uk
Day Lewis Pharmacy
506 London Road, Thornton Heath
CR7 7HQ
020 8684 2697
de Stafford Sports Centre Disability
Sports Club
Burntwood Lane, Caterham CR3 5YX
01883 344 355
DEMAND
01923 681800
www.demand.org.uk
Department for Children, Schools and
Families
Publications Helpline 0845 602 2260
www.teachernet.gov.uk
120
Diamond Riding Centre
Woodmansterne Road, Carshalton
SM5 4DT
020 8643 7764
www.diamondcentre.org.uk
Direct Payments Support Service
Strand House, Zion Road, Thornton
Heath CR7 8RG
020 8664 3820
www.disabilitycroydon.org.uk
Directgov
www.direct.gov.uk
Directgov Blue Badge Map
www.bluebadge.direct.gov.uk
How To... A Guide for Carers in Croydon 2009-2011
ADDRESS BOOK
Directory of Social Change
08450 777 707
www.dsc.org.uk
Docklands Light Railway
020 7363 9700
www.tfl.gov.uk/dlr
DisabilityCroydon
Strand House, Zion Road, Thornton
Heath CR7 8RG
020 8684 5538
www.disabilitycroydon.org.uk
Driver and Vehicle Licensing Agency
(DVLA)
0870 600 0301
www.dvla.gov.uk
Disability Employment Advisor
Jobcentre Plus, 17-21 Dingwall Road,
Croydon CR9 2TN
020 8700 8362
Disability Equipment Register
01454 318 818
www.disabilityequipment.org.uk
Disability Law Service
020 7791 9800
www.dls.org.uk
Drug and Alcohol Action Team
Carolyn House, 22-26 Dingwall Road,
Croydon CR0 9XF
020 8726 7750
www.croydondaat.org.uk
Drugs ‘n’ Alcohol Service (DNA)
72 Queens Road, Croydon CR0 2PR
020 8296 9655
www.offtherecordcroydon.org
Disability Now
020 7619 7336
www.disabilitynow.org.uk
Early Support Programme for
Disabled Children
Morland Road Clinic, 6 Morland Road,
Croydon CR0 6NA
07799 471428
www.earlysupport.org.uk
DisabledGo
www.disabledgo.info
Ebay
www.ebay.co.uk
Disabled Living Foundation
0845 130 9177
www.dlf.org.uk
Elderly Accommodation Counsel
020 7820 1343
www.eac.org.uk
Disabled Persons Railcard
0845 605 0525
www.disabledpersons-railcard.co.uk
Electronic Medicines Compendium
www.emcmedicines.org.uk
How To... A Guide for Carers in Croydon 2009-2011
121
ADDRESS BOOK
Emergency Minor Treatment Centre
Parkway Health Centre, Parkway, New
Addington CR0 0JA
020 8251 7225
Employers for Carers
020 7378 4956
www.employersforcarers.org
Enterprise Swimming Club
Purley Swimming Pool, 50 High Street,
Purley CR8 2AA
020 8644 4851
Face 2 Face
1-8 Ramsey Court, 122 Church Street,
Croydon CR0 1RF
020 8667 0207
www.croydon-homestart.co.uk
Family Fund
0845 130 4542
www.familyfund.org.uk
Family Information Service
10 Katharine Street, Croydon CR9 1JU
0845 1111 100
www.croydonchildcare.com
First Capital Connect
0800 058 2844
www.firstcapitalconnect.co.uk
Fledglings
0845 458 1124
www.fledglings.org.uk
122
Frank
0800 776 600
www.talktofrank.com
Gingerbread
0800 018 5026
www.gingerbread.org.uk
GuideStar UK
www.guidestar.org.uk
Health Visiting Team for Older People
Shirley Clinic, 135 Shirley Road,
Croydon CR0 7LR
020 8714 2800
Help The Aged Care Fees Advice
Service
0500 76 74 76
www.helptheaged.org.uk
Help with Health Costs – Low Income
Scheme
0845 850 1166
www.dh.gov.uk/helpwithhealthcosts
Help with Health Costs – Prescription
Prepayment Scheme
0845 850 0030
www.dh.gov.uk/helpwithhealthcosts
HM Revenue and Customs Advice
Service
0845 010 9000
www.hmrc.gov.uk
How To... A Guide for Carers in Croydon 2009-2011
ADDRESS BOOK
HM Revenue and Customs Charities
Helpline
0845 302 0203 option 3
www.hmrc.gov.uk
Independent Complaints Advocacy
Service (ICAS)
0845 337 3063
www.pohwer.net
Home Safety Service
FREEPOST CN2332, Croydon
CR9 1DH
020 8407 1399
Independent Living Funds
Rees House, 2 Morland Road
CR0 6NA
020 8239 4384
www.ilf.org.uk
Home-Start Croydon
1-8 Ramsay Court, 122 Church Road,
Croydon CR0 1RF
020 8667 0207
www.croydon-homestart.co.uk
Independent Panel for Special
Education Advice (IPSEA)
0800 0184016
www.ipsea.org.uk
Hospice Information Service
020 7520 8222
www.helpthehospices.org.uk
Information Commissioner’s Office
08456 30 60 60
www.ico.gov.uk
Hospital and Home Tuition Service
The Phil Edwards Centre, 17 Sylvan
Road, Upper Norwood SE19 2RU
020 8771 5603
Infrastructure Traffic Design
See Croydon Council
Houseproud
0800 783 7569
www.houseproud.org.uk
Housing Enquiry Team
See Croydon Council
Inclusion Support Worker
Leon House, 233 High Street, Croydon
CR0 9XT
020 8604 7570
How To... A Guide for Carers in Croydon 2009-2011
Jobcentre Plus
Claims Line 0800 055 6688
www.jobcentreplus.gov.uk
Jobcentre Plus (for the Social Fund)
0845 608 8661
Kids Croydon Parent Partnership
Service
Leon House, 217 High Street, Croydon
CR9 1LJ
020 8688 8288
www.kids.org.uk
123
ADDRESS BOOK
Law Society
0870 333 3084
www.lawsociety.org.uk
Learndirect
0800 101 901
www.learndirect.co.uk
Learning Curves
CALAT Croydon High Street Centre,
217 High Street, Croydon CR9 1LJ
020 8253 8560
Learning for Living
020 7294 8217
www.learningforliving.co.uk
Leisure Link
020 8239 4397
www.croydononline.org/leisure
Lions Club of Croydon
61 Quadrant Road, Thornton Heath
CR7 7DB
020 8689 5411
Local Government Ombudsman
0845 602 1983
www.lgo.org.uk
London Fire Brigade
08000 284 428
London Taxicard Scheme
www.taxicard.org.uk
124
Macmillan Cancer Information and
Support Service
Mayday University Hospital, 530
London Road, Croydon CR7 7YE
020 8401 3441
Making Contact
www.makingcontact.org
Mayday Children and Families Service
Mayday University Hospital, 530
London Road, Croydon CR7 7YE
020 8401 3409
Mayday University NHS Trust
530 London Road, Croydon CR7 7YE
020 8401 3000
www.maydayhospital.org.uk
MedicAlert
0800 581 420
www.medicalert.org.uk
Mencap Wills and Trusts Team
020 7696 6925
www.mencap.org.uk
MERU
01372 725203
www.meru.org.uk
Mind in Croydon
26 Pampisford Road, Purley CR8 2NE
020 8668 2210
www.mindincroydon.org.uk
How To... A Guide for Carers in Croydon 2009-2011
ADDRESS BOOK
Mind in Croydon Furniture Service
Orchard House, 15a Purley Road,
South Croydon CR2 6EZ
020 8253 8201
National Society for the Prevention of
Cruelty to Children (NSPCC)
0808 800 5000
www.nspcc.org.uk
Mobilise
01508 489 449
www.mobilise.info
Network 81
0845 077 4055
www.network81.org
Mobility Information Service
01743 340269
www.mis.org.uk
NHFA Care Advice Line
0800 998 833
www.nhfa.co.uk
Motability
0845 456 4566
www.motability.co.uk
NHS Croydon
Leon House, 233 High Street, Croydon
CR0 9XT
020 8274 6000
www.croydon.nhs.uk
Naidex
www.naidex.co.uk
National Debtline
0808 808 4000
www.nationaldebtline.co.uk
National Express
08717 818 179
www.nationalexpress.com
National Extension College
0800 389 2839
www.nec.ac.uk
National Rail Enquiries
08457 48 49 50
www.nationalrail.co.uk
How To... A Guide for Carers in Croydon 2009-2011
NHS Croydon Community Health
Services
12-18 Lennard Road, Croydon CR9 2RS
020 8274 6300
www.croydon.nhs.uk
NHS Direct
0845 46 47
www.nhs.uk
NSF Carers Group
Courtyard House, 1d Church Road,
Croydon CR0 1SG
020 8660 3746
Office of the Public Guardian (OPG)
0845 330 2900
www.publicguardian.gov.uk
125
ADDRESS BOOK
Older People’s Network (OPeN)
c/o Croydon Voluntary Action, 97 High
Street, Thornton Heath CR7 8RY
020 8683 7015
PALS at South London and Maudsley
(SLaM) NHS Foundation Trust
0800 731 2864
Pension Service
0800 99 1234
www.thepensionservice.gov.uk
Open University
0845 300 60 90
www.open.ac.uk
Pension Service for Croydon
Boundary House, 317-321 London
Road, Mitcham CR4 4YF
020 8687 3641
Oyster Card Helpline
0845 330 9876
www.tfl.gov.uk/discountcard
Parents in Partnership
26 West Hill, South Croydon CR2 0SA
020 8651 6198
www.pipcroydon.btik.com
Pillbox UK
0800 1123147
www.medicineblisterpacks.co.uk
Portage and Early Childhood Team
Leon House, 233 High Street, Croydon
CR0 9XT
020 8726 7401
Partnership for Older People (POP)
Service
Central Hall, Davidson Lodge,
Freemason’s Road, Croydon CR0 6PD
020 8654 4440
www.croydonpop.org.uk
Princess Royal Trust for Carers
0844 800 4361
www.carers.org
Patient Advice and Liaison Service
(PALS) and Complaints Service
Leon House, 233 High Street, Croydon
CR0 9XT
020 8274 6333
Queen Elizabeth Foundation Mobility
Centre
Damson Way, Fountain Drive,
Carshalton SM5 4NR
020 8770 1151
www.qef.org.uk
PALS at Mayday Healthcare NHS Trust
Mayday University Hospital, 530
Radar
London Road, Croydon CR7 7YE
020 7250 3222
020 8401 3210
www.radar.org.uk
126
How To... A Guide for Carers in Croydon 2009-2011
ADDRESS BOOK
Rainbow Trust
01372 453309
www.rainbowtrust.org.uk
Register Services
Orchard Hill, Fountain Drive,
Carshalton SM5 4NN
020 8770 8237
www.registerservices.nhs.uk
Relatives and Residents Association
020 7359 8136
www.relres.org
REMAP
0845 1300 456
www.remap.org.uk
Respite Association
01406 701944
www.respiteassociation.org
Rethink Croydon Carers Support
Service
Courtyard House, 1d Church Road,
Croydon CR0 1SG
020 8649 9339, option 3
www.carerscontactline.co.uk/
www.rethink.org
Rethink Croydon Counselling Service
Courtyard House, 1d Church Road,
Croydon CR0 1SG
020 8649 9339, option 4
www.carerscontactline.co.uk/
www.rethink.org
How To... A Guide for Carers in Croydon 2009-2011
Royal National Institiute for the Deaf
(RNID)
0808 808 0123
Textphone 0808 808 9000
www.rnid.org.uk
Royal National Institute of Blind
People (RNIB)
0303 123 9999
www.rnib.org.uk
SAFE Project
See Croydon Council
Safeguarding Adults Team
See Croydon Council
Samaritans
08457 90 90 90
www.samaritans.org
Sane
020 7357 1002
Saneline 0845 767 8000
www.sane.org.uk
Saturn V
The Rebound Hall, 1 William Road,
Caterham CR3 5NN
08454 30 20 31
www.saturnv.co.uk
Scope
0808 3333
www.scope.org.uk
Senior Railcard
0870 942 3648
www.senior-railcard.co.uk
127
ADDRESS BOOK
Sense
0845 127 0060
Textphone 0845 127 0062
www.sense.org.uk
South London and Maudsley (SLaM)
NHS Foundation Trust
020 3228 6000
www.slam.nhs.uk
Shape
0845 521 3457
www.shapearts.org.uk
SLaM Information Line
0800 731 2864
Shelter
0808 800 4444
Southeastern Railway
0800 783 4524
www.southeasternrailway.co.uk
Sibs
01535 645 453
www.sibs.org.uk
Southern Railway
0800 138 1016
www.southernrailway.com
Social Fund
See Jobcentre Plus Social Fund
Spectrum
CVA Resource Centre, 82 London
Road, Croydon CR0 2TB
07976 912915 or 07906 276202
Social Information on Disability
0800 0439395
www.asksid.org.uk
Social Services for Adults
See Croydon Council
Speech and Language Therapy for
Adults
Mayday University Hospital, 530
London Road, Croydon CR7 7YE
020 8401 3103
Soldiers, Sailors, Airmen and Families
Association (SSAFA)
Speech and Language Therapy for
0845 1300 975
Children
www.ssafa.org.uk
See Crystal Centre for Children’s
Services
South East Cancer Help Centre
2 Purley Road, Purley CR8 2HA
St Christopher’s Hospice
020 8668 0974
51-59 Lawrie Park Road, Sydenham,
www.sechc.org.uk
London SE26 6DZ
020 8768 4500
www.stchristophers.org.uk
128
How To... A Guide for Carers in Croydon 2009-2011
ADDRESS BOOK
Status Employment
6 West Way Gardens, Shirley CR0 8RA
020 8655 3344
www.statusemployment.org.uk
Staying Put
See Croydon Council
Student Finance England
0845 300 50 90
www.direct.gov.uk/studentfinance
Support Needs Assessment and
Placement Service (SNAP)
See Croydon Council
SureStart Broad Green
89 London Road, Croydon CR0 2RF
020 8649 8441
Tax Credit Helpline
0845 300 3900
www.taxcredits.inlandrevenue.gov.uk
Talk 2 Croydon
www.talk2croydon.co.uk
Taxi One Number
0871 871 8710
Thames Water
0845 9200 888
www.thameswater.co.uk
Thornton Heath Leisure Centre
High Street, Thornton Heath CR7 8LF
020 8689 5300
How To... A Guide for Carers in Croydon 2009-2011
Transport for All
020 7737 2339
www.transportforall.com
Transport for London Travel
Information Call Centre
020 7222 1234
www.tfl.gov.uk
Travel Mentoring Scheme
020 7027 5822
www.tfl.gov.uk
Travel Services Team
See Croydon Council
Treetops Children’s Centre
The Lodge, Geoffrey Harris House,
Coombe Road, Croydon CR0 5RD
020 8688 3263
Turn2Us
www.turn2us.org.uk
TV Licensing
0844 800 6790
www.tvlicensing.co.uk
U Can Do IT
020 7730 7766
www.ucandoit.org.uk
Victoria Coach Station
020 7027 2520
www.tfl.gov.uk
129
ADDRESS BOOK
Voices Forum
Town Hall, Katharine Street, Croydon
CR9 3JS
020 8464 7052
W4B-The TV and Radio Charity
01708 621 101
www.w4b.org.uk
Waggy Tails Club
Emmanuel Church Hall, Normanton
Road, South Croydon CR2 7AF
020 8651 6728
www.waggytailsclub.co.uk
Willow Children’s Bereavement
Service
Morland Road Clinic, 6 Morland Road,
Croydon CR0 6NA
020 8714 2501
Wiltshire Farm Foods
0800 678 3060
www.wiltshirefarmfoods.com
Women’s Service
158 Foxley Lane, Purley CR8 3NF
020 3228 5500
Welfare Rights Team
See Croydon Council
Working Families
020 7017 0072
www.workingfamilies.org.uk
Wheelchair Service
See Access Ability Centre
Young Carers
www.youngcarers.net
Whitgift Foundation
North End, Croydon CR9 1SS
020 8680 8499
www.whitgiftfoundation.co.uk
Young Carers Support Project
Courtyard House, 1d Church Road,
Croydon CR0 1SG
020 8649 9339, option 2
www.carerscontactline.co.uk/
www.offtherecordcroydon.org.uk
Whitgift SNAP
Whitgift School, Haling Road, South
Croydon CR2 6YT
020 8405 6933
www.whitgiftsnap.org.uk
Whizz-Kidz
0845 052 1231
www.whizz-kidz.org.uk
130
Your Local Cinema
www.yourlocalcinema.com
Youth Disabilities Project
Waddon Youth Service, 85 Waddon
Way, Croydon CR0 4HY
07990 790183
How To... A Guide for Carers in Croydon 2009-2011
We hope that you have found this guide helpful. If you have any comments you
would like to pass on to us please feel free to do so. We welcome feedback and
will use it to make improvements to the next edition of the How To… A Guide for
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we will be happy to send individual copies in the post. You can also view this
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not answered in this guide, we are here to help.
Carers’ Information Service
How To...
A Guide for
Carers in Croydon
2009 - 2011
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