Celtic Knot Home
…introducing us and our vision…

A niche law practice…

Celtic Knot is a small and specialist law practice operating at the interface of social work and law, providing services drawing on both professions. 

…offering a service to social work… 

Celtic Knot can help service users, social workers and social care organisations, where you need a social worker who understands the law, or a lawyer who understands social work. 

…in an ethical and sustainable way 

 
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Celtic Knot Services
…introducing the core services we offer…

Celtic Knot Operations
…who we are and how we work…

Celtic Knot Resources
…resources and links for us and you…

Celtic Knot Footnotes
…additional material…

 
Celtic Knot Services
…introducing the core services we offer…

Social Welfare Law
…the law of the welfare state…

Law for social workers
…for when social workers need lawyers…

Celtic Knot Mediation
…alternative dispute resolution…

Celtic Knot Training
…in any aspect of social work and social welfare law…

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Social Welfare Law
…the law of the welfare state…

We specialise in social welfare law, which can be broadly defined as the law about what the welfare state can do for individuals. Between us, we have approaching 40 years’ experience in legal advice on social welfare law.

In particular, we can advise on clients’ rights to social services and social security.

Social services – we can advise on issues in both adults and children’s services, including:

• Getting a social worker
• Assessments of needs
• Challenging decisions to intervene or not to intervene
• Challenging the content of plans
• Problems with charges for services
• Managing your own care package
• Complaints procedures
• Remedies through the courts 

Social security – we can advise on rights to benefits, allowances and grants administered by local authorities and central government departments, including:

• Advice on entitlements
• Challenging delay and maladministration
• Challenging refusals
• Dealing with overpayments 

We regret we do not offer free advice under the legal aid scheme. If you think you may qualify for free legal advice, [click here].

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 Law for social workers
…for when social workers need lawyers…

Social workers can find themselves in need of legal advice because of their professional activities:

• Problems with registration or investigations;
• Advice and support on whistleblowing;
• Grievance and disciplinary problems;
• Employment disputes

Social care organisations can also find themselves in need of legal advice because of their professional activities:

• Developments in the law that put funding at risk;
• Regulatory requirements;
• Obtaining appropriate responses from the statutory sector.

Between us, Celtic Knot’s solicitors have long experience of trades union representation, expertise in ethics and professional standards in social work, and practical experience of working as a social worker in local authority and voluntary sector settings.

When you need a lawyer who understands social work, or a social worker who understand the law – you need Celtic Knot.

We regret we do not offer free advice under the legal aid scheme. If you think you may qualify for free legal advice, [click here].

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Celtic Knot Mediation
…alternative dispute resolution…

Alternative dispute resolution is a generic term for a variety of different ways in which disputes can be resolved without using courts. It is possible for the parties to a dispute to agree the terms of reference and mechanisms for alternative dispute resolution.

Mediation in particular is a form of non-binding ADR in which the object is to find an outcome that is better for both parties than court action.

There are a number of misconceptions about mediation that need to be dispelled:

• It is not true that mediation cannot be invoked until court proceedings have begun. You can offer to mediate a dispute at any stage;
• Mediation is not just an opportunity for the other party to tell you why they are right. It is an essential characteristic of mediation that both parties send someone with authority to actually implement a solution;
• It is not true that mediation is inappropriate for public law disputes (many social work disputes between service users and social workers are public law disputes). With a specialist mediator who knows the area, mediation can be quicker and cheaper than judicial review in particular. 

Allan Norman is accredited as a mediator by the College of Law, and offers mediation of disputes in areas of law covered by Celtic Knot.

Celtic Knot cannot mediate in disputes where it is being instructed by one of the parties, as the mediator must be neutral and impartial. The mediator cannot offer advice to either party when acting as a mediator.

When acting as mediators, we are bound by the Law Society’s Code of Practice for Civil and Commercial Mediators.

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Celtic Knot Training
…in any aspect of social work and social welfare law…

We offer tailor made training courses to meet your needs. We write our own training manuals and devise our own training exercises. Our training courses are widely recognised as of excellent quality, and feedback regularly identifies:

• Passion and enthusiasm for the subject matter;
• Imaginative, stimulating and memorable methods of delivery;
• Extremely knowledgeable trainers 

Some of our courses we have recently delivered are:

• Supporting and Protecting Children: Social Work and the Law
• Destitution, Immigration Status and the Law
• Data Protection, Social Work and the Law of Information
• Human Rights, Social Work and the Law 

Recent feedback:

• “Delivered with flair and panache” (Law Society External Monitor)
• “Handouts were fantastic… teaching methods were innovative and very stimulating… great sense of humour – wonderful, brilliant…” (Social Work Student)
• “Feedback from participants was extremely positive and appreciative of your creative facilitation and informative content” (Refugee Group) 

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In need of free legal advice?

We regret that Celtic Knot does not operate the legal aid scheme to provide free publicly funded advice to people on low incomes.

All Celtic Knot’s solicitors and social workers are committed to providing free legal advice to those who qualify, and to do this they work for the charity Birmingham Money Advice and Grants (B-Mag). This work is completely separate from Celtic Knot, but if you are eligible and wish to be referred, they will refer you.

To find out if you are eligible for free legal advice, [click here – external link].

To find out more about B-Mag, including to see if you are eligible to be referred, [click here – external link].

To find local advisers who can provide you with publicly funded legal advice, [click here – external link].

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 Celtic Knot Operations
…who we are and how we work…

Celtic Knot People
… who we are…

Celtic Knot Ethics
…our ethical commitments…

Celtic Knot Contact
…how to get in touch with us…

Celtic Knot Standards
…some of our policy documents…

Celtic Knot Futures
…our plans for the future…

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 Celtic Knot People
… who we are…

Allan Norman is currently also Principal Solicitor and Social Worker at Birmingham Money Advice and Grants (B-Mag). He qualified as a social worker 16 years ago. He has over 15 years’ experience in social welfare law, over 10 years’ experience working in a law firm, and 5 years’ experience supervising a legal practice. He is a training principal. He is a visiting lecturer in social work at Birmingham University and Warwick University, and in social welfare law at UCE Birmingham.

Faith Ryan has around 20 years’ experience in social welfare law. Prior to working for B-Mag, she worked in the field of welfare rights for a local authority for over 15 years. She has many years’ experience in employment law as a Trades Union representative. She is a solicitor who has passed the academic stage of her higher rights training and is pursuing the final stage.

Yasmeen Qazi is a former local authority senior social worker as well as a solicitor. At B-Mag, she is the accredited community care supervisor for the purposes of the CLS specialist quality mark. She retains her social work practice in other ways, including through the PQ practice teaching qualification in social work.

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Celtic Knot Ethics
…our ethical commitments…

We are committed to delivering our services in ways that minimise our environmental impact, demonstrate our commitment to rights and justice, and are consistent with the highest professional standards.

Sustainability and the environment

We want to minimise our ecological footprint. We are committed to doing this through our work practices and through our choice of suppliers.

We aim to operate a virtual business. In particular, we utilise technology to assist our goal to be a paperless business. We encourage you to assist us in this. We have no dedicated offices, saving land use and encouraging the sharing of resources.

We aim to reduce our consumption of the earth’s resources, in particular paper and energy; to re-use consumables and equipment where possible, in particular printer consumables and computer equipment; and to recycle where consumables have reached the end of their useful life within Celtic Knot, including paper recycling and making out-of-date equipment available to others.

Where possible, we choose suppliers whose ethical and environmental commitments reflect our own.

Rights and justice

Celtic Knot, in its own methods of working, and in the outcomes it seeks to achieve for its clients, strives to promote human rights.

We will avoid discriminatory practices, seek to challenge such practices when experienced by our clients, and use anti-discriminatory principles to influence our choice of suppliers.

We aim to achieve just working practices for ourselves and for our clients.

We expect our clients to support our commitment to anti-discriminatory practice.

We are committed to fair trade products where appropriate.

Professional standards

Celtic Knot is committed to high standards of confidentiality, equality, satisfaction and security.

We are bound by and adhere to the Solicitor’s Code of Conduct 2007.

Our social workers are committed to adhere to the General Social Care Council’s Codes of Practice, and as an organisation we are committed to the employer’s code.

Celtic Knot’s social workers are members of the British Association of Social Workers, and subscribe to its Code of Ethics.

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Celtic Knot Contact
…how to get in touch with us…

Although Celtic Knot is a virtual business with no reception or interviewing facilities, we are easy to contact – with more options than a conventional business! Read on for more information about how to contact us in writing, by phone or face-to-face, or try the shortcuts in the panel on the left:

…in writing

Our correspondence address is Celtic Knot, Dolphin House, 54 Coventry Road, Birmingham B10 0RX. You can write to us and send us documents at our correspondence address in the usual way, but to save trees here are some alternatives:

• Email to celtic-knot@phonecoop.coop. You can send attachments up to 10MB in size.
• Fax to 0121 429 3153. We will receive an image file of what you fax us, and you will have saved on photocopying.
• Use the Federation of Small Business’ web contact form, if you are online, but do not have easy access to email facilities. (This comes straight back to Celtic Knot)
• Send messages or files via Skype^TM (www.skype.com) to celtic-knot.

…by phone

Our telephone number is 0121 286 8785. We are too small for a dedicated receptionist, and we try to answer your calls personally. You can pretend our telephone is a conventional phone if you like, and use it in the usual way, but because it actually uses VoIP (Voice over Internet Protocol), here are some alternatives:

• Install SkypeTM on your computer and call us for free.
• If you are invited to leave us a message, this can be accessed from any computer and some mobile phones –  we don’t need to wait until we get back to the office to retrieve messages!
• We can arrange conference calls with several people at once.
• If you cannot get through for any reason, we also have a voicemail only number 0121 314 2006. Voicemail messages are immediately forwarded to us electronically.

 
…face-to-face

We do not have a receptionist or interviewing facilities in our offices, so please do not call in. We save on office overheads, you save on fees!

• We can come to you.
• We can meet at any mutually convenient public or private venue.
• We can arrange a video conference. 

Please contact us for further information.

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Celtic Knot Standards
…some of our policy documents…

Celtic Knot is committed to high standards of confidentiality, equality, satisfaction and security. Our policies are summarised below, with links to the full policies. 

A – Celtic Knot Confidentiality: Our Data Protection Statement

In order to provide you with our services, we may need to ask you for information, including “sensitive” information.

Your right to withhold information You do not need to provide us with any information if you do not want to, although we may be limited in the help we can give if you do not.

Any information you give us, or which someone else gives us on your behalf, will only be used as set out below.  A copy of our full confidentiality policy is available here. It sets out certain circumstances, including in relation to money laundering, terrorist activities and disclosures of abuse, in which we may breach confidentiality without your agreement. 

• Within Celtic Knot The information will be used in order to provide you with our services. This includes our internal arrangements to provide support and supervision to our staff.
• To carry out conflict of interests checks Solicitors working for Celtic Knot also work for Birmingham Law Centre. We are required to check that no conflict of interests arises between your interests and that of any other client we may be acting for. You therefore consent to us checking the records of both organisations to prevent such a conflict arising.
• With third parties The information you give us will only be used to contact other organisations on your behalf if you give us permission to do so. You are not giving us permission just by signing this statement.
• With our suppliers We may use other organisations to supply goods and services for us. For example, we may use external organisations to supply administrative support. We may also use costing services, bookkeepers and accountants. These people need enough information about you, on a confidential basis, to supply the goods and services.
• With auditors of the quality of our work We are potentially subject to audit by regulators. The auditors are monitoring our work and undertake to keep your details confidential. 

B – Celtic Knot Equality: Our Anti-Discrimination Statement

Celtic Knot is committed to equality of opportunity as a provider of services, a purchaser of services and in its dealings with its staff. If you feel that we have been unfair because of your race, gender, sexual practice, disability, religion, age, your health, how you dress, your physical size or your preferred lifestyle, then we need to know.

Equally, Celtic Knot reserves the right to withhold or withdraw services from you if your behaviour towards others prompts a complaint against you under this policy, which is upheld.

Celtic Knot believes that a quality service can only be achieved where organisations are actively committed to being challenged on the shortfalls in their services and to bringing about change. Celtic Knot is proud of the rich diversity that our many communities bring to our daily experiences.

We are committed to complying with our legal duties under relevant legislation in relation to sex, race and disability discrimination, but our commitment goes beyond our duties under this legislation, and is not limited to those groups protected by this legislation. A copy of our full equality statement is available here.

C – Celtic Knot Satisfaction: How to comment or complain 

We welcome feedback about any aspect of our service. We use all feedback, positive or negative, to review our service and where appropriate provide you with redress. If you wish to complain, your complaint does not need to be in writing. However, it does need to be a formal expression of dissatisfaction with our service, so please be clear if you want to make a formal complaint.

The first  stage - informal resolution You should normally try to resolve your complaint with the person handling your case. You will have been told who that is in writing at the beginning of your case. Whether or not that leads to a satisfactory solution, a record will be maintained of your record and our response. You will be informed in writing, enabling you to take the matter further if you wish.

The second stage - formal investigation If you are still unhappy you should contact the Principal Solicitor/Social Worker, Allan Norman, who has ultimate responsibility within the firm for complaints. He will carry out an investigation, which may involve inviting representations from all concerned including yourself, and will compile and provide a report including conclusions and a proposed way forward. If he is the subject of the complaint, or if you remain dissatisfied, you may proceed to

The external stages - mediation and regulators You may take your complaint further in any of the following ways:

• By approaching the Birmingham Law Society which offers a free service to mediate disputes;
• By seeking an investigation by an independent social worker;
• By a complaint to the independent Legal Complaints Service, or in the case of a regulated social worker, to the General Social Care Council. 

Further information and contact details for the organisations are in our full complaints procedure which is available here.

D – Celtic Knot Security: How we protect your information 

We take the security of the information you provide to us seriously. We have policies in place to prevent unauthorised access to your information, whether you have provided this to us in hard copy or in electronic formats.

In addition to physical security measures for hard copy documents, we use both encryption and password identification mechanisms to protect information. However, not all systems of sending documents are equally secure. Generally, web access is the most secure system and the postal service the least secure. If you have particular security concerns, you are advised to discuss these with us.

A copy of our full IT security policy is available here.

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Celtic Knot Futures
…our plans for the future…

Celtic Knot wishes to retain its identity as a niche business with strong ethical credentials.

Its solicitors are committed to continuing to offer free publicly funded advice elsewhere.

Celtic Knot is exploring becoming a Community Interest Company, which we understand would be unusual and possibly unique for a law firm.

Celtic Knot is interested to hear from you with your ideas about how we should develop our services.

We are also interested to hear from others working at the interface of social work and law.

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Celtic Knot Resources
…resources and links for us and you…

Celtic Knot Publications
…published work…

Celtic Knot Links
…to other peoples’ websites…

Celtic Knot Copyright
…disclaimer, legal and copyright notices…]

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Celtic Knot Publications
…published work…

Getting Help from Social Services: A Simple Guide to the Law

This booklet was commissioned and funded by the Legal Services Commission, written by Allan Norman, and published by Birmingham Money Advice and Grants (B-Mag).

Destitution, Immigration Status and the Law

Rights that can Wrong

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Celtic Knot Links
…to other peoples’ websites…

Celtic Knot is not responsible for the content of any of the websites featured below. The websites are grouped under headings:

• Suppliers
• Law Resources
• Social Care Resources
• Associated Organisations 

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 Celtic Knot Copyright
…disclaimer, legal and copyright notices…

Disclaimer

Legal Advice - Nothing on this website is intended to constitute legal advice, nor is it intended to be a complete and authoritative statement of the law. Legal advice should be sought to confirm the application of any information on this site to any specific legal situation.

Celtic Knot does not warrant that the information published on this site is up-to-date, although every effort is made to keep it up-to-date.

Celtic Knot accepts no liability for any adverse consequences arising from reliance on this website for legal advice. Celtic Knot accepts full responsibility for the legal advice that it gives to its clients.

Hyperlinks - Celtic Knot accepts no responsibility for the content of external websites through which you may have gained access to our website or to which you may gain access from our website. 

Where we provide a hyperlink to a third party's website, we do so because we believe in good faith that the link will be to material of interest to users of our own website. We do not warrant that we have reviewed or approve of the connected third party's website or its contents and in certain instances a hyperlink may connect you to a third party's website containing views or legal opinions that Celtic Knot does not hold. 

If you are the owner of a website to which this website links, please contact us if you have any concerns about the link.

Legal Notices

Regulation - Celtic Knot is regulated by the Solicitors Regulation Authority. Its solicitors are bound by the Solicitor's Code of Conduct 2007.

Cookies - This website uses Google Analytics, a web analytics service provided by Google, Inc. (“Google”).  Google Analytics uses “cookies”, which are text files placed on your computer, to help the website analyse how users use the site. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States . Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage.  Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google will not associate your IP address with any other data held by Google.  You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of this website.  By using this website, you consent to the processing of data about you by Google in the manner and for the purposes set out above.

Copyright information

Copyright restrictions apply to this website. Different restrictions apply to different aspects of the site, and these should be clearly indicated. In summary: 

• Web page text © Celtic Knot, but you may freely reproduce it subject to a Creative Commons Licence in these terms.
• Web design and conceptualisation © Ape Design www.apedesign.co.uk.
• Celtic Knot logo © One World is Enough (www.one-world-is-enough.net). You may not download or use our logo without permission.
• Images may be the copyright of their respective originators and used with permission. We have attempted to identify and contact the copyright holders of all images used. We will acknowledge copyright or cease to use images on request. 
• Copyright in the publications on the publications page is indicated by each publication. Where indicated, you may freely reproduce material subject to a Creative Commons Licence. 

To obtain a Creative Commons Licence, click on the button next to the material in question and review the terms. By downloading the content you are accepting the terms. 

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 Celtic Knot Footnotes
…additional material…

Celtic Knot Accessibility
…accessibility information…

Celtic Knot Archive
…of historical interest…

Celtic Knot Credentials
…check us out…

Celtic Knot Adjuncts
…hosted by Celtic Knot…

Celtic Knot Techie
…technical discussions…

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Celtic Knot Accessibility
…accessibility information…

We are working towards making our website fully W3C compliant.

For the text only version of our website, [click here].

To increase or decrease the size of text on this page, press the control key and use the scroll key on your mouse.

For detailed information on how to adjust your computer to facilitate accessibility, visit the “my computer my way” part of AbilityNet’s website. This has much useful information including:

• Help with Seeing the Screen
• Help with Using Your Keyboard and Mouse
• Help with Language and Reading 
  

Our full accessibility statement sets out not only how we try to make our website accessible, but also how we try to be accessible in other ways.

We have not been independently audited against AbilityNet’s or any other comparable standard, but AbilityNet does publish its standard, and we have attempted a self-audit against the published standard, which is available on request.

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 Celtic Knot Archive
…of historical interest…

This is the part of the website where we will store, or make links to, archived documents that remain in the public domain.

Examples might be older versions of policies or terms and conditions, or out-of-date press releases.

'Celtic Knot Satisfaction' (Complaints Procedure) v2 [here] (amended May 2007 to take account of new Legal Complaints Service). 

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Celtic Knot Credentials
…check us out…

Check us out at:

• The Law Society
• The General Social Care Council | Allan Norman | Yasmeen Qazi
• Ethical Junction
• Federation of Small Businesses
• The Information Commissioner

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 Celtic Knot Adjuncts
…hosted by Celtic Knot…

Project 40 is Sarah's 40th birthday project.

The 'Hidden Harm' pages are a project of Andy Augustus, about the children of problem drug users.

Attendees at Celtic Knot courses have password access to online fully indexed and hyperlinked course materials.

Celtic Knot clients can have password access to agreed file content at any time.

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Celtic Knot Techie
…technical discussions…

Celtic Knot is a small virtual business, and in consequence has been exploring ways of using technology cheaply and flexibly. On this page, we outline for the technically minded some of the issues we have explored.

Please understand that both our prior research and any response to your communications uses our business time. Nonetheless, we are very happy to correct any errors in what follows and to explore any suggestions, but do not wish to host an open forum discussion.

We share our findings under two headings:

• Telephone
• Fax

 In due course, we intend to add entries covering:

• E-mail
• Website

 1. Telephone

1.1 Our requirements and reasons

1.2 Analysis

The main ethical telephony provider is The Phone Coop. They do supply the home telephone and broadband connection for one of us. But given that we do not want a fixed system, we found we effectively wanted a VoIP solution, and The Phone Coop’s VoIP solution appears not to meet our other requirements.

This left us searching the VoIP market more generally. Although we touched on a number of providers, the main options are (1) Skype – a proprietary product; and (2) pretty much everyone else, being providers using the SIP protocol, a major example being Sipgate. These tend to communicate with each other for free, whereas Skype only communicates with other Skype users for free.

Skype appears to have the following advantages:

• Brand recognition and volume of users, which also increased our confidence in its sustainability;
• Access to video, file transfer and chat facilities. Not sure whether or to what extent Sipgate offers these.
• Intuitive and user friendly – includes the basic Skype interface, the Options menus, the ability to see the online status of contacts, and the one button access to video, file transfer and chat facilities.
• Skype buttons – easy for new users to install and for existing users to call for free. 

Sipgate appears to have the following advantages:

• Can install on router so don’t need computer to be on – better for energy consumption not to have computer on unnecessarily, although if you’re nowhere near a router it doesn’t help…
• Voicemail – we really like Sipgate voicemail’s easy accessibility as a sound file, by e-mail and by telephone.
• Calls appear to connect more reliably than Skype, where a small but noticeable number of calls are dropped.
• Cost. The per unit cost of calls out to geographical and mobile numbers is cheaper. Obtaining a geographical number for calls in is free, as it is not with Skype.
• Call transferring. This is built into Sipgate. You can buy a separate programme for transferring SkypeIn calls.

 Other observations

• We think there may be more hidden costs to VoIP than the promotional literature suggests. In particular, VoIP basically requires access to broadband or a similar connection. In our experience, most Wi-Fi connections when out and about either (a) are secured networks; or (b) are fee-paying networks. 3G connections either (a) charge by data volume (and VoIP technology uses lots of data transfer); or (b) prohibit VoIP telephony. The suggestion that VoIP is free is essentially based on fixed line fixed rate broadband connections. But especially with faster services, some of these are beginning to charge by volume of data transferred as well, and VoIP calls transfer a lot of data.
• In addition to the cost of the connection, it’s worth working out in advance the cost of (a) any hardware and set up costs you will need as a one-off cost; (b) any fixed fee services you will need such as monthly and annual subscriptions; and (c) any variable costs you will incur such as the cost of calls to PSTN.

1.3 Our solution

We have both! Although Sipgate advises against installing both on the basis of loss of functionality of both, we haven’t yet discovered why.

We tried a Sipgate phone physically attached to a router, but the phone did NOT come preconfigured, and configuration appears to require expertise that was beyond us or support that was unavailable. We rely instead on a softphone (a phone software programme installed on a computer). We have Skype multi-installed, with SkypeIn, SkypeOut and SkypeTransfer, and different Skype identities for the three of us.

Skype is our primary public identity, chosen for the reasons set out as its advantages above. We have a Sipgate number (0121 314 2006), used primarily for voicemail. When we’re not on line, calls can be diverted to this rather than voicemail, to take advantage (albeit at the cost of (a) a geographical call per minute for call forwarding; and (b) the loss of quality that may result from using two VoIP services) because of the superior voicemail facilities. This also means we may actually pick up the call when we’re offline. We can chose to use Sipgate for cheaper outgoing calls, especially to mobiles and 0845 numbers. In relation to calls dropped, at least we have a second number we can give out, where they can always leave a message…

2. Fax

2.1 Our requirements and reasons

2.2 Analysis

There are many fax to e-mail services out there. We are wary of the free ones, especially with reports of one particular ‘scam’. This involves the service being free until you receive a certain number of faxes in any given period, after which you are charged. The fax numbers are sold on, and you receive junk faxes, which count towards and take you over the limit, thus finding the service is not really free.

We weren’t too keen on the charging ones either. Fax is not our preferred method of communication, electronic file transfer is. We don’t even advertise a fax number on our letterhead. We would hope to have too small a volume to justify a fee-based service.

2.3 Our solution

We discovered and made use of “call signing”. This basically provides an alternative ‘virtual’ telephone number with a different ringtone. The fax machine attached to it is preset to save to file. It’s a subscriber service, but minimal at £1.75 per month; and it’s from The Phone Coop, an ethical provider, which is an added bonus.

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