Colleague story: A Power of Attorney gives you the confidence to care – Diane Webb

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For Diane Webb, caring isn’t just part of her job – it’s part of who she is. As Digital Inclusion Manager at Standard Life and a long-time advocate for accessibility, she’s used to helping people overcome barriers in everyday life. But when her uncle, who lives with schizophrenia, was left without family support, Diane stepped in to make sure he wasn’t alone.

A Power of Attorney gave her the practical tools - to keep him safe, manage his affairs, and protect him from harm. For Diane, it’s proof that a Power of Attorney isn’t complicated or controlling – it’s simply a way to look after the people who matter.

 

When did you start to think about Power of Attorney?

It came later, once I understood how alone he was. One of the things that really pushed me was when his bin was set on fire – deliberately, it seemed. It was pushed right up against his back door. I had to deal with the insurance and everything, and that’s when social work got involved.

They assigned him a social worker, and she was the one who first mentioned Power of Attorney. That was the turning point.

 

Were you familiar with Power of Attorney before that?

My main reason for knowing about it was actually through Martin Lewis – he talks about it a lot. He said that that you should have it while you’re younger instead of waiting until a crisis.

 

How did you raise the subject with your uncle?

It was tricky because I was trying to understand it myself – the difference between financial and wellbeing powers – but also to respect his independence and dignity. I needed to make sure he understood what I was saying.

The social worker contacted his family, because usually the assumption is that it’s a blood relative’s responsibility. They arranged a meeting at the family’s house to discuss it with us all. I think his relatives felt uncomfortable – maybe guilty – about not being more involved. They offered to take it on or do it jointly with me. It was a difficult decision to make as I knew they hadn’t been in contact with my uncle over the past ten years and his elderly brother wasn’t in the best health, but I hoped this could be a way of them reconnecting.

In the end, we agreed that there would be two attorneys – me and his brother – but sadly his brother passed away. So I took it on, and we worked with a solicitor to make sure my uncle understood everything. Once he agreed, we got it signed and set up. I had promised my aunt I would look after my uncle, so I felt like I was fulfilling her wishes.

 

How did your uncle feel about it?

He was happy, really. He trusted me. He’d always say, “You’re my angel.” I was already helping him manage things – sorting bills, setting up payments – so it felt like a natural step.

In a way, I was already acting like an informal attorney. The official paperwork just made it formal. It meant we could do it properly, and I could help him in the future if he became ill. I told him, “Everything I do will be based on what you want and what’s best for you.” I would always make decisions with him.

 

What was the process like?

The solicitor we finally used was brilliant. He came to the house, spoke to my uncle directly to make sure he understood, and guided us through it all. Because my uncle has schizophrenia, we had to get proof of capacity from his doctor too. It was a lot to juggle – I work full-time, have three young kids and a dog, and my father-in-law has Alzheimer’s – but we got it done.

 

Once it was in place, how did the Power of Attorney help you?

It’s been invaluable. The main thing is that when someone asks, “Who are you?” I can say, “I’m his attorney” and I can send the evidence straight away.

For example, the doctor’s letters all go to him, but because he has dyslexia, he can’t always read them. He was missing hospital appointments. Now I can phone and check his appointments, manage his medical information, and access his banking. I can even check in on his daily care provision through a carer app. The carers leave updates and let me know of any issues.

At first, I thought sorting out the bank would be complicated, but actually it was straightforward. I just sent the Power of Attorney and my ID, and they set up a representative account. I can log in online and manage his bills and payments – all from my own login.

My uncle’s now in sheltered housing after a few falls and I felt he was becoming isolated. He loves social interaction, but he wasn’t getting out as much anymore due to his falls. I applied for that in advance because I could see it might be needed in the future and there is a long waiting list. Having a Power of Attorney made the whole process – dealing with the GP, social worker, housing officers – so much easier.

 

You’ve mentioned your uncle has been targeted by scams. How did the Power of Attorney help you deal with that?

He’s been targeted a few times. Once it was phone scams – people telling him he had to pay for his medication. He thought he was paying for NHS prescriptions, so he’d get his bank card and read out the details. I only realised when I saw strange payments on his bank statement.

I phoned the bank and eventually found someone really helpful. They set a limit on his account so that online and phone payments would automatically decline. If someone tried to take money, I’d get a text alert – one day I got nine texts in a row! It was such a relief to know that protection was there.

There was another time when someone came to his door claiming they’d repaired his roof, and he owed money. He actually got a taxi to the bank to withdraw cash. After that, I fitted a doorbell camera and contacted the police. The Power of Attorney made it easier to deal with the fraud team and handle everything officially.

 

That must have been difficult emotionally. How do you balance protecting him with respecting his independence?

Some people ask, “How does your uncle feel about you limiting his choices?” But it’s all about trust and balance. I always make sure he has some cash in his wallet and a separate bank card with a smaller amount on it – so he still has independence, but it’s safe.

You have to keep communicating. Even when he moved into sheltered housing, I talked it through with him because I didn’t want him to feel pushed out of his home or his memories. But he actually said, “That house is too much for me – it’ll be good to be around people.” That was a relief. It confirmed we were on the right track.

 

How did being his attorney feel for you personally?

It was both reassuring and daunting. It didn’t feel like a burden, because I was already doing it. Having the Power of Attorney in place just formalised everything – it made me feel supported, like I was doing the right thing.

The daunting part is knowing there might be more difficult decisions ahead – especially around his health. You just hope you’ll make the right ones when the time comes.

 

What would you say to someone who thinks they don’t need a Power of Attorney yet?

I hear that all the time. People wait until there’s a crisis – but that’s the worst time to do it. It’s so much better to have calm conversations in advance, when everyone has capacity and you can think clearly. My husband and I have since set up a Power of Attorney – even though my husband was hesitant as he thought you only do this when you are much older.

Don’t wait for an emergency. Do it now.

 

What would you say are the biggest benefits – practical or emotional – of having a Power of Attorney in place?

Convenience, definitely. I can manage everything online – finances, carers, appointments, communication with social workers – without having to explain myself every time. It just opens the door to getting things done.

And emotionally, it’s the peace of mind. It feels like having a framework around you that lets you do what’s right for someone you care for.

 

Finally, what support has made a difference to you personally as a carer?

The 10 days of paid carer’s leave at Standard Life has been incredible. It means I can take time off for appointments or visits without using annual leave or losing pay. My manager was really supportive – I just log it in the system as carer’s leave.

My husband’s employer doesn’t have anything like that, and it adds so much stress. I always say the carer’s leave is like putting on your own oxygen mask first – it helps you do what’s needed for others. It’s a small thing that makes a huge difference.

 

Key takeaways from Diane:

• Start early. Don’t wait for a crisis – it’s easier and less emotional to set up a Power of Attorney in advance.
• Trust matters. Building understanding and respect is key, especially when acting for someone vulnerable.
• Find the right solicitor, if you decide to use one – someone who makes you feel confident and explains things clearly.
• Protection and balance. A Power of Attorney lets you safeguard someone while still preserving their dignity and independence.
• Support carers. Workplace policies like carer’s leave can make all the difference in managing responsibilities.

Standard Life has teamed up with Carers UK to launch Power of Attorney Day. Find out more about this national campaign.

This page is not legal advice. If you need help with your own situation, you should seek independent legal advice.