POLICY & PROCEDURE GUIDE – FRONT SHEET
Author: Elaine Huddless Owner: Service Director - Physical
Disability and Independent Living
Area of service: All adults
The provision and installation of telephones and payment of line rentals
To set out the circumstances in which the Department will pay for the installation of a
telephone or specialist telephone equipment, including mobile phones.
The Chronically Sick and Disabled Persons Act 1970
Supporting documents Approved by:
H&D/9/Telep.let3 Management Team (identify)
H&D/10/Telep.let4 SMT Date: 14/06/2007
Implementation date: 25/06/2007
Review date: Amendments:
08/01/2008 Changes to section 5 – all existing line and/or phone
rental payments made by the Department will be
subject to review against the eligibility criteria for
Nottinghamshire County Council Adult Social Care
and Health Department
THE PROVISION AND INSTALLATION OF TELEPHONES AND PAYMENT OF
1. Eligibility criteria 1
2. Initial referral 2
3. Questionnaire/checklist 3
4. Assessment 4
4.1 Applications not approved 4
4.2 Applications approved 4
4.2.1 Urgent installations 4
4.2.2 Advance charges 4
5. Payments for the rental of telephone lines and telephones 5
5.1 Continuation of rental payments for people who move house 5
6. Special telephone equipment 6
7. Mobile phones 7
1. ELIGIBILITY CRITERIA
Under the Chronically Sick and Disabled Persons Act 1970 the Local
Authority can pay for a telephone to be installed in certain circumstances.
Approval may also be given for special telephone equipment/extension
sockets, for example, where a person is unable to use a basic telephone or
has restricted mobility. The Department will not pay for telephone or line
equipment rental (see section 5 below for exemptions to this) or for telephone
call charges. To be eligible for assistance with installation a person must:
Have a permanent and substantial disability (or a severe medical condition
requiring urgent contact with medical services.
Live alone (or be alone for the greater part of the day)
Not live in warden aided accommodation where a full warden or alarm
service is provided.
Not have access to any other phone on the premises, including a mobile
Service users who are eligible can decide which telephone provider to use.
The Department will pay up to the cost charged by British Telecom.
2. INITIAL REFERRAL
The service advisor should complete a contact assessment if the request is
only for assistance with telephone installation. If it is apparent that a general
assessment is required, the referral should be passed through to the
The worker receiving the referral should send out form H&D/4/Telep.Check
(CSDPA) - this can be found in forms online (press Control and click to follow
this link), along with the standard letter H&D/3/Telep.let1 and a prepaid
envelope to the service user. On receipt of the completed form the papers
should be passed to the appropriate team manager for consideration. If a
decision can not be reached the team manager should allocate the case to a
worker for assessment. The decision should be recorded in Framework and
the service user informed.
The allocated worker should:
Complete a full assessment if this is needed and/or the Telephone
Application Form – H&D/6/Telep.App(CSDPA). Applicants must be asked
to give their consent to their GP being asked for medical information to
support their application for help with telephone installation and must sign
Form – H&D/7/Telep.Med(CSDPA).
Send form – H&D/8/Telep.GP.(CSDPA) to the GP (with a pre paid
Pass all the completed documents to the team manager for a decision.
4.1 Applications not approved
The case worker should send standard letter H&D/10/Telep.let4 to the
applicant explaining why their application was unsuccessful. The reason
should be recorded in Framework.
4.2 Applications approved
The case worker should send standard letter H&D/9/Telep.let3 to the service
user and must complete order form H&D/11/Telep.Order (CSDPA). The top
copy should be sent on to the telephone company and a second copy
scanned into Framework. The case worker should apply for a direct payment
to cover the cost of installation and/or specialist equipment.
4.2.1 Urgent installations
If a service user has a terminal illness they have an automatic entitlement to
assistance, if they do not have access to a landline or mobile phone.
4.2.2 Advance charges
It is the service user’s responsibility to pay any advance charges.
5. PAYMENTS FOR THE RENTAL OF TELEPHONE LINES & TELEPHONES
The department will only consider paying for the installation of a telephone
line where the person meets the criteria in section 1 and does not have a
The department will not consider any new applications for phone handset or
line rental payments. All existing line and phone rental payments will be
reviewed against the eligibility criteria for installation (see section 1 above).
Payments for line and phone rental are administered centrally by the Finance
Section at County Hall and the aim is to support any remaining service users
who meet the eligibility criteria.
5.1 Continuation of line rental payments for people who move house
If a service user moves house and asks for the continuation of line rental
payments and further installation charges, staff should reassess eligibility. If
agreed, the new locality should pay for installation and the line rental costs will
continue to be picked up. Staff in the Finance Section should be informed of
this decision so that arrangements can be made for the payment of rental at
the new address.
In cases where the District or Borough Council moves a service user to
temporary accommodation, for example, as part of a renovation programme,
they will be responsible for any transfer/reinstallation charges. Finance
Section will need to be notified of the change of address so that rental
payments can continue.
6. SPECIAL TELEPHONE EQUIPMENT
Advice on the suitability of special telephone equipment should be sought
from the appropriate specialist team. Special equipment will only be paid for
by the Department where it is essential to the service user’s needs.
7. MOBILE PHONES
Payment for a mobile phone hand set will be made up to a maximum of £20
as an alternative to the installation of a landline. A replacement will be
considered every five years. The Department is not responsible for call
charges, rental charges or maintenance costs. Staff should alert service users
to the fact that charges and maintenance costs may be expensive.