Frequently asked questions

Answers to some common questions about our partnership work with the Bank Workers Charity (BWC).

What kind of information, advice and guidance are you providing?

Leonard Cheshire Disability is providing an independent and confidential service. Impartial information, advice or guidance is provided in areas such as: benefits, finances, independent living, law, grant and statutory funding, housing, transport, holidays, caring, sport and leisure, employment, education, enterprise, and disability specific information.

What is mentoring?

Mentoring is an enabling technique which is very effective in helping you identify and achieve your aims in an area of your choice. Our distance mentors offer structured support and ask open questions to help you come to your own conclusions about your actions. You may face additional challenges as a result of your disability or long term health condition and the distance mentors will work with you to overcome them. They will make you aware of useful information, resources or funding available to help you overcome any initial barriers preventing you from achieving your aims.

Our mentoring support can also provide you with a sounding board for exploring how you can get greater control over your finances, your health and well-being, or your independence at home.

What can you offer me?

  • Up to six hours of personalised support provided by our client advisors by telephone and email to clients referred to us by the BWC.
  • An individualised action plan to support you and help you overcome identified issues.
  • Additional support if you meet further BWC eligibility criteria, including:

    • Up to a further 14 hours of personalised distance mentoring support.
    • Organising a Home Assessment in very complex cases.
    • Referral to our other services where appropriate.

What can I expect when I receive services from Leonard Cheshire Disability?

After we receive a referral from the BWC, we will contact you within two working days and offer you an appointment to discuss your needs and to further explain our services.

In our first appointment we will agree an action plan with you to enable you to overcome the challenges you face. We will endeavour to take steps to implement any action plan within the timescales agreed with you.

We aim to provide you with a courteous, efficient and confidential service. The information, advice and guidance we provide is impartial and independent. Our friendly advisors provide you with personalised distance support by telephone and email. We will expect you to be available for an appointment, or let us know 48 hours in advance if you cannot make the agreed time.

We can provide you with a maximum of six hours of support. If after six hours of support your needs have not been met, we will refer you back to the BWC to check your eligibility for further services. Once the BWC agrees, we will continue to provide you with support for your additional needs.

We encourage you to give us feedback to help us improve our services. If your situation changes we would also like to hear about it.

Am I eligible?

Leonard Cheshire Disability supports clients who are referred to us by the Bank Workers Charity.

The BWC exists to help bank workers and their families. Whether it is the difficulties of caring for children, partners or parents, issues concerning money, illness or disability, our advisors guide and support clients to help them overcome the challenges they face.

Please contact the BWC helpline on 0800 023 4834 to discuss your needs, to identify which services you are eligible for and to apply for services. The BWC will refer clients who will benefit from our services to Leonard Cheshire Disability.

Is my data protected and kept confidential?

The BWC and Leonard Cheshire Disability treat all personal data and information provided by you as confidential and will not disclose any details to any other third party without your express permission unless required to do so for the safety and welfare of children and vulnerable adults, for audit requirements or if required by law.

Not eligible for our services?

Valuable information resources on the Bank Workers Charity website are open to everyone. You’ll find a lot of useful information and interactive tools, such as budget calculators, benefits checker, online guides etc.

What should I do if I have reason to complain?

If you have feedback or wish to make a complaint about the service you can contact Leonard Cheshire Disability on 020 7112 1489 (option 1) or We will endeavour to resolve any issues to your satisfaction. Our complaints procedure can be provided upon request.

Who can I contact if I still have a question?

For questions about the support services provided by Leonard Cheshire Disability, please call us on 020 7112 1489 (option 3) or contact us by email at

For questions about the application process for support services or about the Bank Workers Charity, please call the BWC helpline on 0800 023 4834.