Working with professionals
Communication & Standards Families Can Expect
Most cases go better when respect and clear communication run both ways. This page sets out what families and individuals can fairly expect from social workers, local authorities and ICBs — and what helps professionals help you.
Why this matters
Families tell us the same thing again and again: when a social worker or local authority communicates clearly and treats the family with respect, everything gets easier — assessments are more accurate, meetings are less frightening, and disagreements get sorted before they become court cases. It is only fair to say so plainly: where respect and communication are there, things are far more likely to go better — for P, for the family, and for the professionals themselves.
That cuts both ways. Families who keep calm records, put things in writing and give professionals a fair chance to respond are taken more seriously when something does go wrong.
What you can fairly expect
Timely, honest answers
You are entitled to replies within a reasonable time. Under the Care Act 2014 statutory guidance, local authorities should keep people informed and involved. If a social worker says they will call, they should call — and it is fair to chase politely when they don't.
Plain language, no jargon
Assessments, care plans and letters should be written so the person and family can actually understand them. You can ask for jargon to be explained, for documents in easy read or another language, and for time to read before decisions.
Being listened to — and recorded
Your views and P's wishes and feelings must be considered under section 1 and section 4 of the Mental Capacity Act 2005. If something you said matters, ask for it to be recorded in the minutes or care plan, and check it is written down accurately.
Respect for the person at the centre
P is a person, not a case number. Good professionals speak to P directly, use their preferred name and communication style, and never talk over them as if they are not in the room.
Sharing information before decisions
You should see assessments and reports before decisions are made from them, with enough time to respond. Surprising a family with a finished plan at a meeting is not good practice.
Telling you how to complain
Every local authority and NHS body must have an accessible complaints process and must tell you about it. Asking how to complain is not being difficult — it is your right.
Checklist: expect from them
0 of 6 doneChecklist: what helps from you
0 of 5 donePrint or share these checklists
Download a one-page PDF of both checklists and the standards behind them — useful to take into a meeting or hand to a social worker.
When communication breaks down
Draft your escalation, step by step
Answer what you can and a calm, factual draft appears below. Nothing you type is saved or sent — it stays in this browser tab. Please use initials rather than full names where you can.
Nothing has been put in writing yet.
The right complaint route for this
Team manager, then service manager
Ask in writing for the named team manager. Councils expect this before a formal complaint.
Adult social care statutory complaints procedure
Every council must have one and must tell you how to use it. Usually a written acknowledgement within 3 working days and a response within 20 working days.
Local Government and Social Care Ombudsman (England)
Free. Normally only after the council's complaints process is finished, or after 12 weeks with no proper response. In Wales: Public Services Ombudsman for Wales. Scotland: Scottish Public Services Ombudsman. Northern Ireland: NI Public Services Ombudsman.
Routes differ across England & Wales, Scotland, Northern Ireland and the Republic of Ireland. This is general information, not legal advice.
A note to professionals
Families using this app are not trying to be difficult — they are frightened, often exhausted, and trying to protect someone they love. Clear communication, returned calls and basic respect are not extras; they are the fastest route to a workable outcome for everyone, especially P.
Advice for ICBs, LAs & judges