Mediation for Social Care Debt Recovery

What is Debt Mediation?

Mediation is when an impartial person - trained in dealing with difficult discussions between two opposing sides - acts like a referee in a dispute.

Mediation is offered to service users and / or their representative once all preceding parts of the debt recovery process have been followed. It is offered prior to proceeding to take court action to recover the debt.

Debt mediation is a process where service users and the Council negotiate to try and reach an agreement on debt repayments. This can be an effective way to support service users clear their debts.

The mediator may decide to hold the meeting with the two parties simultaneously or separately and confidentially. This usually depends on the circumstances surrounding the case. The primary goal of the entire process is to convince both parties to agree to a payment plan.

Prior to going to Debt Mediation

You and/or your representative fully understand and agree how the charge has been calculated. If you or your representative do not agree with the financially assessed charge and believe that there are grounds for appeal due to affordability the charge appeals process may be followed.
You and/or your representative have had an opportunity to discuss any care plans or areas of concern with your allocated social worker / social work team representative.
You and/or your representative are in agreement with the service package received and time periods that you are being charged for.
You and/or your representative have been offered an opportunity to discuss an affordable payment plan with a member of the debt recovery team.

If you do not agree with the service and associated charge

If you do not agree with services received and associated charge following discussions with your allocated social worker / social work team you have the right to complain.

You will be able to access our complaint procedure and information on Social Care Complaints: How do I complain? or you can contact us by:

Email: socialcarecomplaints@pembrokeshire.gov.uk

Tel: Amanda Davies or Richard Williams on 01437 764551

Grounds for complaint can include matters relating to lack of or miss communication with social work teams. Common examples include not being informed of charging process when placement was being taken up, disagreeing to the type of charge (temporary residential placement or permanent residential placement), disputing care and support plan, disagreement with the dates of charging periods.

If you are unsure whether you have grounds for a complaint we will be happy to advise you or you can call our complaints department for advice.

If you have any concerns with regard to the standard of care being received, these should be raised firstly with your allocated social worker / social work team.

Who can help me with this process?

If you are finding it difficult to understand this process or provide the supporting documents, please contact our Debt Recovery Team on 01437 775600.

You can also ask someone to help you such as:

Representative (family, friend, power of attorney, advocate, solicitor)
3CIPA who provide a free Independent Professional Advocacy service, Tel No: 0800 206 1387, Email: info@cipawales.org.uk
Citizens Advice Bureau, Tel No: 01437 806070 (local advice line number) / 01437 767936 (Haverfordwest Answerphone) / 01646 623104 (Pembroke Dock Answerphone)

Paying for Care and Support