‘Julia'

Julia's mother was a self-funder. When her savings dropped below £23,250 (the point at which councils begin to make a financial contribution to care costs if you are eligible) she was also diagnosed with Alzheimer's.

The home she was staying in was not registered to care for residents with dementia, so Julia's mother had to move to a new home which could meet her care needs. The best options were costing between £600 and £1,000 – more than the rate of £465 that the council would normally expect to pay.

Social services sent Julia to see one home in the area which took residents at the local authority rate, but it was unsuitable for the needs of Julia's mother; it comprised a small room up several flights of tricky stairs and had no lift operating at the time.

Julia decided it would be better for her mother to be moved to a home closer to her family. Social services refused, instead offering her a care home place which was miles away, both from her family and from the community she knew.

Eventually, Julia found a home which was suitable and closer to the family. The cost was £650 per week, and after much negotiation, the council agreed to raise their rate to £550.

Top-up fees are intended to allow family members to choose to pay for a care home of preference – turning down other less expensive care homes if they are deemed unsuitable.