Adult social care service standards

What you can expect from us.

What We Do

Richmond Adult Social Care provides services and support for adults from the age of 18 who may have a physical or sensory impairment, adults with learning disabilities, people with mental illness and adults whose independence is at risk due to age or frailty. We also provide services to people who may be at risk of abuse or neglect.

General Service Standards

It is very important to us that anyone who comes into contact with Richmond Adult Social Care receives a high quality service with clear communication and information on what is likely to happen next.  We are committed to providing:

  • Good information and advice
  • Support for carers and community support networks
  • Services that enable independence
  • Personalised support

Our general service standards outline what you can expect from us:

First Contact

Our Access and First Response Team is the first point of contact for any member of the community in Richmond and Wandsworth who requires advice or support from Adults Social Care.

  • We will provide you with good information and advice and sign post you to universal services as appropriate
  • If we pass your enquiry on to another department, we will give them your details and the nature of your query so you don’t have to repeat it to another person
  • We will always tell you what course of action we propose and which team we will refer you to if you need council support
  • If you need equipment, we will make an appointment within two working days of your contact to visit you and the visit will take place within the next eight working days
  • If you require a full assessment, we will give you an indication of how long it is likely to take before it happens, taking into account the urgency of your situation
  • Our aim is that you will wait no longer than 30 working days for an assessment


We offer a reablement service to eligible Richmond residents. Reablement provides you with intensive support if you need assistance after leaving hospital or suffer a sudden health setback. This support is for a short period and is designed to help you to regain your independence. The reablement services will:

  • We will provide you with the reablement service which is free of charge for up to six weeks
  • If you are referred for reablement services we aim to start the service within four working days of your initial contact or on the day arranged for your hospital discharge
  • When you are referred for reablement the aims of your rehabilitation will be agreed with you within two working days of your referral
  • Together we will set targets that help you to regain as much of your independence as possible
  • We will involve you and your family as appropriate in any decisions made
  • If you need longer term support we will assess you and agree your support needs with you before the end of your rehabilitation period

Longer Term Care and Support

We provide long term care and support to eligible Richmond residents via integrated social care teams. These teams are geographically based and work with people aged over 65 or with people under 65 who have a physical or sensory need.

Our Community Learning Disability Team works with people who have a learning disability and our Social Care Mental Health Teams provide social care support for people with mental health needs. Our longer term support teams will:

  • Aim to complete all assessments within 30 working days of your initial contact
  • Offer you a direct payment
  • Any carer who supports you will be offered their own assessment
  • If you need a support plan it will be completed within two weeks of your assessment unless your personal circumstances prevent us from doing so
  • Offer personalised services taking into account what is important to you
  • Promote independence and aim to support you in your own home for as long as possible
  • Review your care at least once per year

Paying for Services

All social care support and services we provide, including personalised support and direct payments are chargeable. We therefore must assess your financial ability to pay for any such services.  When you are eligible for support we will make a referral to our Financial Assessments Team at the time we complete your social care assessment.

The Financial Assessment Team will:

  • Provide assistance if you require support to complete the financial assessment form
  • We will inform you each year about any changes to your contribution
  • If you have a direct payment we will pay this to you each month net of your contribution in advance
  • Providing you give us all the information we need, we will tell you how much you will pay for services within 18 working days of your initial contact

Updated: 29 June 2018