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Process for contacting Adult Social Care

Published
We have recently seen an increase in correspondence to Adult Social Care (ASC) teams directly regarding constituent enquiries. To ensure that all contacts are responded to consistently, efficiently, and with appropriate oversight, I would like to take this opportunity to remind you of the agreed process for ASC-related enquiries.

ASC Contact Process

All enquiries from Councillors and MPs relating to Adult Social Care should be submitted via:

Sarah Scott. 

 

Megan Kelly (Sarah's PA) will ensure your enquiry is:

·       Logged appropriately

·       Forwarded to the relevant operational team (via Ali Heywood) to prepare a draft response

·       Reviewed and formally signed off by Sarah before being issued

 

Why this process is important

This approach has been in place for several years and supports:

· Consistency of responses: Ensuring information provided is accurate, complete and aligned across services

· Appropriate oversight: Senior review and sign-off helps maintain quality and accountability

· Efficient coordination: Enquiries are directed to the correct teams without duplication or delay

· Clear audit trail: All correspondence is logged and managed centrally

 

Complaints and existing cases

· Where an enquiry relates to an existing service user complaint, it will be added to the active complaint record to ensure a joined-up response

 

Direct contact with teams

To help us maintain the above standards, we kindly ask that Councillors and MPs do not contact ASC operational teams directly regarding casework, as this can lead to duplication, delays, or inconsistencies.

We appreciate your cooperation in following this process and your continued support in working with Adult Social Care to achieve the best outcomes for residents.