Frequently Asked Questions

Question 1

What is Next Step Advisors?

Accepted Answer

Next Step Advisors is an independent advice and advocacy service that helps adults, carers and families understand health, welfare and Adult Social Care systems. We are not part of any local authority, NHS trust, the DWP or any other government body. Our only priority is you.

Question 2

Who do you support?

Accepted Answer

We support adults, older people, disabled adults, carers, people with learning disabilities, autistic adults, people with mental health needs, and families seeking guidance through complex systems.

Question 3

Which areas do you cover?

Accepted Answer

We are based in England and cover a wide range of areas. Telephone and online support is also available across England where appropriate.

Question 4

Is my information confidential?

Accepted Answer

Yes. All client information is handled securely and confidentially in accordance with UK data protection laws, including UK GDPR. We will not share your information with any third party without your consent unless legally required to do so.

Question 5

Can you help me access Adult Social Care?

Accepted Answer

Yes. We can explain the referral process, help you make a referral to Adult Social Care, and help you understand what support may be available to you under the Care Act 2014.

Question 6

Can you make an Adult Social Care referral for me?

Accepted Answer

Yes. We can complete and submit referrals where appropriate and help you provide the relevant information to ensure your needs are clearly communicated.

Question 7

Can you help me prepare for a Care Act Assessment?

Accepted Answer

Yes. We help you understand what to expect from a Care Needs Assessment, prepare relevant information, and ensure your needs and wishes are clearly explained to the assessing professional.

Question 8

Can you attend my Adult Social Care Assessment?

Accepted Answer

Yes. Telephone, video and face-to-face advocacy may be available depending on availability and location. We will speak up on your behalf and make sure your voice is heard throughout the process.

Question 9

Can you attend safeguarding meetings or reviews?

Accepted Answer

Yes, where appropriate and agreed in advance. We can attend safeguarding meetings, care reviews and other professional meetings to support and advocate for you.

Question 10

Can you support carers?

Accepted Answer

Yes. We provide advice and support to unpaid carers, including guidance on Carer's Assessments, your rights under the Care Act, and the services and support that may be available to you.

Question 11

Can you help me complete a PIP application?

Accepted Answer

Yes. We provide guidance with completing PIP applications, explaining the questions in plain English, organising supporting evidence, and helping you present your needs as clearly and accurately as possible.

Question 12

Can you complete forms on my behalf?

Accepted Answer

Yes. We can assist with a range of forms depending on your needs, including PIP, Attendance Allowance, Universal Credit and other welfare benefit forms.

Question 13

Can you help gather supporting evidence?

Accepted Answer

Yes. We can advise on what evidence may strengthen your application and help you organise your paperwork so that your claim is as well-supported as possible.

Question 14

Can you help if my benefit claim has been refused?

Accepted Answer

Yes. We can explain your options, help you understand the decision, and assist with the next steps — such as requesting a Mandatory Reconsideration — where appropriate.

Question 15

What is advocacy?

Accepted Answer

Advocacy means supporting you to understand your rights, express your wishes and ensure your voice is heard during meetings, assessments and interactions with professionals and organisations.

Question 16

Can you attend meetings with me?

Accepted Answer

Yes. We may attend meetings with Social Care, health professionals and other organisations where appropriate — by telephone, video or in person.

Question 17

Can you speak on my behalf?

Accepted Answer

Yes, where appropriate and with your consent. We will always act in your best interests and ensure your views and wishes are clearly communicated.

Question 18

Will you explain professional reports and letters?

Accepted Answer

Yes. We can help you understand letters, reports and decisions from Social Care, the DWP, the NHS and other organisations — in clear, plain language.

Question 19

How do I book an appointment?

Accepted Answer

Appointments can be booked by telephone, WhatsApp, email or our online enquiry form. We will get back to you as soon as possible to arrange a convenient time.

Question 20

Do you offer telephone, video and home visit appointments?

Accepted Answer

Yes. We offer telephone and video appointments. Home visits may also be available where appropriate and subject to availability.

Question 21

How much do your services cost?

Accepted Answer

Some services have fixed starting prices while more complex work is individually quoted. We always explain any fees clearly before work begins so there are no surprises. See our Pricing page for a full breakdown.

Question 22

What if my case requires additional work?

Accepted Answer

If additional work or multiple appointments are needed, we will discuss this with you before carrying out any further chargeable work. We will never charge for additional work without your agreement.

Question 23

What if I need several follow-up calls?

Accepted Answer

Reasonable follow-up contact may be included depending on the service purchased. Where ongoing support is required, we will agree this with you beforehand and advise of any additional charges.

Question 24

Are you part of a local authority, the NHS or the DWP?

Accepted Answer

No. Next Step Advisors is a fully independent advice and advocacy service. We are not part of any local authority, Adult Social Care, the NHS, the Department for Work and Pensions or any other government organisation.

Question 25

Do you guarantee successful outcomes?

Accepted Answer

No. We provide professional guidance and advocacy but cannot guarantee the outcome of any application, assessment, funding decision or benefit claim. Decisions are made by the relevant organisations, not by us.

Question 26

Do you provide legal advice?

Accepted Answer

No. We do not provide legal advice or legal representation. Where specialist legal advice is required, we will signpost you to the appropriate service or organisation.

Question 27

Will you contact organisations without my permission?

Accepted Answer

No. We will normally only contact organisations with your consent unless legally required or otherwise authorised to do so.

Question 28

Can you refuse to accept a case?

Accepted Answer

Yes. We may decline work where it falls outside our expertise, there is a conflict of interest, we believe another organisation is better placed to assist, or a client behaves abusively or unreasonably.

Question 29

What happens if my needs are outside your service?

Accepted Answer

We will always try to signpost you to the most appropriate organisation or professional so that you can get the right support.

Question 30

Can you help in an emergency?

Accepted Answer

No. If you or someone else is in immediate danger, please contact 999. If urgent medical advice is required, contact NHS 111. If there is an urgent Adult Social Care concern outside office hours, contact your local authority's Emergency Duty Team.

Question 31

What is your cancellation policy?

Accepted Answer

Appointments can usually be rearranged with reasonable notice. Late cancellations or missed appointments may be chargeable. Please contact us as soon as possible if you need to change your appointment.

Question 32

Why choose Next Step Advisors?

Accepted Answer

We provide independent, person-centred support with professional knowledge of Adult Social Care systems. We offer practical advocacy, honest advice, clear communication, confidential and respectful service, flexible appointment options, transparent pricing, and support tailored to your individual circumstances.

General Questions

Adult Social Care

Benefits & Forms

Advocacy

Appointments & Fees

Policies & Important Information