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When you first contact us at Care Direct, one of our advisors will ask you about your situation. They will tell you if they think we'll be able to help.
If you need further support from us they will carry out an assessment over the phone. They will then either:
- give you information and advice or
- tell you about other organisations that will be able to help you or
- set up support over the phone or refer you to our reablement service, see our help to live at home page or
- arrange for someone to visit to carry out a more detailed assessment.
An assessment is about finding out what help you need. We will visit or telephone you to find out about your situation. We may need to involve any carers who are looking after you, or people such as your doctor.
Before you get support from us we check if you qualify using government guidelines. We have to use these guidelines to work out your needs and the risk to your independence. We have to find out if the risks you face are critical, substantial, moderate or low.
We are only able help people whose risk level is defined as critical or substantial. Levels of risk and what they mean (pdf, 46 KB) (opens new window).
You fill out a questionnaire about your needs and get points depending on the answers. You get more points if your needs are greater.
We then check what is the best way to provide your support. The final amount will be confirmed after we have agreed what care you need.
There are charges for most services. We do a confidential financial assessment to work out how much you may have to pay.
You will be asked to pay something towards the cost of your care if the money you have coming in and your savings are more than a certain amount.
We only agree to provide you with support until the next time we review your situation.
We review how things are going after we set up new services and then every year, or earlier if your situation has changed. This is to check that the support meets your needs and see if anything needs to change.
In a small number of cases where people's needs are very complex we will keep in more regular contact.
Self-directed support - you choose how to organise the care services that you need
Resource allocation system - the questionnaire and points system we use to work out how much we pay for your care
Personal budget - the money we would pay you for your care
Direct payments - giving you money so you can organise and pay for your own care
Care Direct Opening Hours
8.30am - 5pm Monday to Friday (answerphone outside office hours)
- Work: 0117 922 2700
- Text phone: 0117 903 6689
- Fax: 0117 903 6688