Eligibility criteria

Assessing if you are eligible for a service

We provide support to those people who are at the greatest risk.

To ensure that our decisions are fair we use agreed national criteria known as eligibility criteria. This takes into account each person’s circumstances and includes:

  • neglect or physical or mental health
  • personal care
  • participation in community life
  • carers, including the ability to continue their caring role.

You may have a number of needs for support, so your needs may fall into a number of different categories.

Risk levels

  • Critical - major risks to your independent living or health and well being which are likely to require immediate or imminent provision of services.
  • Substantial - significant risks to your independent living or health and well being which are likely to require immediate or imminent provision of services
  • Moderate - risks to your independent living or health and well being.*
  • Low - issues around your quality of life but low risks to your independence and well being.*

* Resources are not available to meet these needs. However, we will provide you with information and advice about alternative sources of support with appropriate arrangements for review, if required.

How much will it cost?

  • The cost of a service varies depending on your eligibility to receive it. In some cases services may be free. In others, a charge may be applied in line with our charging policy

How to get a service

  • To help us decide what support may be available to help you and what charges might apply, we will need you to have an assessment 
  • You can find out more by visiting your nearest What Matters Hub or by phoning us on 0300 100 1800 (Option 1).
  • If you are not eligible to receive a free or subsidised service, or if you prefer to arrange a service directly without an assessment, you can contact SB Cares or another service provider.
Download introduction to social care and preparing for assessment