Frequently Asked Questions

What is Personalisation?
What is a Personal Budget?
What is a direct payment?
What if I'm told that I'm not eligible for a Personal Budget?
What if they don't give me enough money to meet my needs?
How do I choose my services?
Will I be able to change the services I use?
How can I find out more?


What is Personalisation?

Personalisation is a way of making sure people have more choice and control over the services that they receive. You can get more choice and control by using a Personal Budget to buy the services that you need.


What is a Personal Budget?

A Personal Budget is money from your local authority to pay for the support that you need. You can choose to get your Personal Budget as a direct payment or you can ask the local authority to manage the money for you. To find out more about Personal Budgets and how to apply, please visit the Personal Budgets page.


What is a direct payment?

A direct payment is money that your local authority gives to you so that you can pay for the care or support that you need. Direct payments are one of the ways you can choose to manage your Personal Budget.


What if I'm told that I'm not eligible for a Personal Budget?

You may still be able to get access to local services. You can also pay for services using your own money.


What if they don't give me enough money to meet my needs?

Social services departments have a legal duty to meet your needs. If you think that they are not meeting your needs, you can appeal their decision. Your Care Manager or Support Broker can support you to appeal.


How do I choose my services?

Your Care Manager or Support Broker will be able to help you find out which services are available in your area.

You can also read advice about choosing services in this guide:
Top ten tips when choosing a support provider (PDF), published by VODG (the Voluntary Organisations Disability Group).

If you'd like to find out about the services we provide at Papworth Trust, please visit www.papworth.org.uk/services or call us on 0800 952 5000.


Will I be able to change the services I use?

Yes. If you're not happy with the services you're using, you can change services. Firstly, talk to the people who are providing your services. If you're still not happy, talk to your Care Manager or Support Broker - they can help you to make a complaint or choose a different service.


How can I find out more?

If you'd like to find out more, you can contact us by phone on 0800 952 5000 or by email at info@papworth.org.uk.

You can also find more information using these website links:
Direct payments for care and services
Apply for direct payments: find your local authority

If you have an enquiry, please get in touch:

Phone us

0800 952 5000
(free from a landline)
Lines are open
Monday to Friday:
10am - 5pm

or 01480 357200
Lines are open
Monday to Thursday:
8.30am - 5.30pm
Friday: 8.30am - 4pm

Email us

info@papworth.org.uk

Write to us

Papworth Trust
Bernard Sunley Centre
Papworth Everard
Cambridge
CB23 3RG