Buyer's Guide

Before you order:

Before you order, think about your personal situation - and what it is you want to achieve.

1. Have you had an assessment of needs and been told by the Council that they will pay for some of your support?
2. Have you had assistance with support planning? Whether you are funding yourself or using a Direct Payment from the council, there are some things you should think about before buying care and support. 

Safety and quality of the service or product

1. Have you read Live Well York’s Code of Conduct?
2. Are there any particular checks or accreditations you would expect to see?
3. Have other customers left feedback or ratings and are these favourable?
4. Make sure you know how to stop a service or return a recently purchased or faulty product.

What will it cost?

1. When you make initial enquiries ask for quotes.
2. You can make enquiries to several providers to help you compare value for money.
3. If you are not sure, ask for a further breakdown or explanation from the provider.
4. Ask for it in writing (email is fine) before you agree to anything.
5. Think about how you would like to pay - credit card, PayPal, debit card, invoice and so on.
6. Make sure the provider knows what you want and that you have all the information you need to help you make an informed decision.

1. Tell the provider and ask them what they will do to put things right and by when.
2. If there is still a problem ask about their complaints procedure.
3. Check they are working within the Live Well York’s Code of Conduct. If you think they are not working within the Code, remind them about it and report it.
4. If they are registered with the Care Quality Commission, such as a care home or a provider of personal care at home, contact the Care Quality Commission for help to resolve the problem by phone on 0300 061 6161 or online at cqc.org.uk.
5. You can contact Healthwatch York about influencing health and social care services on 01904 621133 or email healthwatch@yorkcvs.org.uk
6. If you pay for care home fees or domiciliary care yourself and are not satisfied with the way your complaint has been dealt with, or feel unable to talk to the care provider contact the Local Government Ombudsman by phone on 0300 0610 614 or online at lgo.org.uk.
7. If someone has been harmed, or if they could be harmed by something a provider has or has not done, raise a safeguarding concern. Further information and advice is available from City of York Safeguarding Adults Board safeguardingadultsyork.org.uk
8. If you require consumer advice in relation to goods or services you have purchased, you can contact Citizens Advice Consumer Service by phone on 0345 404 0506 or online at adviceguide.org.uk.