How do I get help and support from you?

If you or someone else is eligible for support from us, you will need to complete a support enquiry. This will help us to identify what type of support you might need to help you live well.

• Find out if you are eligible for support.
• Find out how to complete a support enquiry.

What is a care needs assessment?

A care needs assessment gives us an opportunity to look at a person's needs to put in place the best help and support or signpost you to other services.

If you, or someone you know, has eligible support needs you can request an assessment.

Read more about assessments and how to request one.

Can I get help with cleaning, gardening or handyperson services?

We do not provide services for cleaning, gardening or jobs around the home.

The Live Well Directory lists a number of organisations that provide a range of services. 

Find out more about the Live Well Directory and find local services.

I need to speak to my social worker

If you do not have your social worker's details, you can submit a general enquiry and request a call back from your social worker.

How do I get 'meals-on-wheels'?

We do not provide a 'meals-on-wheels' delivery service but there are several providers that do offer a meal delivery service in Liverpool.

Find out more about meal delivery providers and how to apply.

I receive care services but need to tell you about a change

If there has been a change in your circumstances that will affect the support you receive you must tell us.

Find out how to tell us about a change in your circumstances.

My carer hasn't turned up. What do I do?

You should contact your care provider in the first instance. If this is a recurring issue or there are any medication, nutrition or health issues as a result of no shows, please submit a general enquiry to Careline.

I need a blue badge due to mobility problems

Parking services manage blue badge requests.

See information on blue badges for further details and how to apply.

I don't have eligible care needs but struggle with day to day tasks

If you struggle with day to day tasks due to a physical, mental or sensory impairment, support is available to help you live safely and independently.

See occupational therapy for adults for more information and how to get help.

How do I get a walk-in shower?

You can ask for an occupational therapy assessment to identify adaptations that might help you to live more independently, including a level access shower. How much you pay will be determined by a financial assessment.

Find out how to request home adaptations via the occupational therapy service. 

My home doesn't meet my needs

An occupational therapy (OT) assessment will look at what aids or adaptations will help you to live more independently at home, and other options if more major works are required.

Find out how what help is available and how to access the OT service.

How do I get help with my mobility?

Occupational Therapy does not provide wheelchairs, walking aids or help with mobility or falls.

See 'Help with your mobility' for details of the services you need to speak to.

How do I get equipment repaired?

This depends on what the equipment is and who supplied it.

See 'Equipment repairs and returns' for more information. 

How do I return equipment?

This depends on what the equipment is and who supplied it.

See 'Equipment repairs and returns' for more information. 

How do I request an occupational therapy assessment?

You can request an OT assessment online and someone will contact you and complete a telephone assessment within 15 working days.

What is a disabled facilities grant and can I get one?

The disabled facilities grant can help towards the cost of adapting your home so you can live independently. The amount you can get is up to £30,000.

Find out more about disabled facilities grants and how to apply.

I'm struggling to use my equipment. What do I do?

If you are struggling or can no longer use your equipment or minor aids you may need to be re-assessed.

Request an OT referral online.

Do I need to pay for care and support?

Whether you need to pay for care or not depends on your financial circumstances. After we have assessed your support needs and a care plan is in place, we will do a financial assessment to see how much, if anything, you can contribute towards the cost of your care.

See our care payments and charges section for more information.

When do I start paying for the support I'm receiving?

Your care will start when you need it, even if you are still waiting for a financial assessment. We will write to you and let you know how much, if anything, you need to pay towards the cost of the care you receive.

See financial assessments for more information.

Do you charge for all services?

We are not allowed to charge for all the services that we organise, or choose not to charge for certain services.

See 'How much people pay' for contribution amounts and things we do not charge for.

What if I can't afford to pay for my care?

If you have a chargeable care package you should have received a financial assessment when you first started to receive care. You should also have been offered a benefit check entitlement.

You can request a new assessment at any time by completing a care payment enquiry. If you still can't afford your care you can request a review of your assessed contribution.

You can also request a benefit entitlement check at any time if you feel you might be missing some income or your circumstances have changed.

If you receive care at home, you may be entitled to a reduction in care charges for disability related expenditure. See paying for care and support at home for more information on disability related expenditure (DRE).

I don't agree with my care costs

If you think the contribution you have been asked to pay is unfair, you can request a review.

Refer to the appeals process for more information.

I've been charged for care services I didn't receive or no longer use

Speak to your care provider in the first instance, whether this be home care, day centres or community transport.

If the matter isn't resolved on your next statement, make a care payment enquiry and the social care charging team will investigate.

You should also make a care payment enquiry to let us know if you no longer use a service or you may still be charged.

Make a care payment enquiry

I have 2 carers - will I be charged twice?

No. You will only be charged for one carer.

I have received a letter saying my account is in arrears

In the first instance check your bank statement and care charging to make sure you have made the agreed payments. You should also check that you are using the correct swipe card reference number.

Payments made in the last three weeks may not show on your recent care charge statement.

If you need to discuss this further complete a care payment enquiry for a call back from the charging team.

Complete a care payment enquiry

Am I entitled to a reduction in care charges for disability related expenditure?

If some of your expenses are a direct result of your disability or illness you may be eligible for a reduction.

See paying for care and support at home for more information on disability related expenditure (DRE).

Can I get a refund if my care account is in credit?

You can request a refund by completing a care payment enquiry. If you are requesting a refund on behalf of someone, you will need the relevant authorisation for the refund to be processed.

Find out more and make a care payment enquiry.

What is a top-up fee?

If we are funding your care home place, we will allocate an amount of money to meet your needs following the financial assessment. If you choose a home that is more expensive than the amount we can fund, you will need to pay the difference.

See 'Paying for care homes' for more information.

How do I pay?

You can pay online, by phone, set up a standing order or pay at a post office. See how to pay care charges for more information.

If you receive direct payments your contribution will be deducted before you receive your direct payment into your account. See direct payments for more information.

I have a general care payment enquiry

You can make a care payment enquiry to:

• enquire about charges and payments
• request a refund
• ask for a new payment card
• request a new standing order form
• ask us to close an account
• ask for help to complete a financial assessment form

Make a care payment enquiry

I have a question about direct payments

Our direct payments page should tell you everything you need to know. There are also a number of FAQs to answer any direct payment enquiries, personal assistant enquiries (PA or Employees) or signpost you to the right team.

I need to tell you about a change in my financial circumstances 

A change in your financial circumstances means you may need to pay more or less for care services you currently receive. You can enquire about charges and payments by completing a care payment enquiry. You should also tell us if you can no longer afford to pay for your care.

Find out how to submit a care payment enquiry.

Can I make financial decisions on behalf of someone?

If a person lacks capacity to make decisions for themselves, you must get legal authority to make financial decisions on their behalf. If a person is able to make decisions, they can nominate you to help or grant you power of attorney.

Find out about representing someone and making financial decisions.

Can you confirm when we are getting paid for a service user

As a care provider you may have access to the provider portal, where you can download a history of payments and information around future payments. If you do not have access to the portal, you can request access by emailing your details to ContrOCCAdults@liverpool.gov.uk.

Sign in to the provider portal

I'm receiving payments for a service user that has passed away

If you have access to the provider portal you can submit a notification of death.  

However, you should also contact the allocated case worker to inform them of the date of death. Alternatively, you can contact Careline with details of the date of death. Any overpayments will be clawed back on the next payment run.

Contact Careline adult services.

We have been paid for incorrect dates and amounts

You will need to contact the service user's allocated social worker. If you are unsure of the social worker details, please contact Careline who will arrange a for a social worker to review the package of care.

Contact Careline adult services

How can I access the LCC provider portal?

If you do not have access to the provider portal you can request access by emailing your details to ContrOCCAdults@liverpool.gov.uk.

How do I get a financial assessment?

You must have a care needs assessment that shows you should get care and support at home or live in a care home.

Find out about financial assessments and how to get one.

Will my spouse or partner's finances affect how much I pay?

All financial assessments are carried out as single person assessments. This means that we only look at the income and assets of the person receiving the service. Any joint income or accounts will be halved for the assessment.

Find out more about financial assessments.

I need help completing the financial assessment form

If the financial assessment takes place at your home or during a visit, the assessor can help you complete the form.

You can also have a family member or friend with you during the assessment or ask for support from an independent advocate.

If you need help to complete a financial assessment form we have sent to you, complete a care payment enquiry.

I need to find a care home - what do I do?

We would need to do a care needs assessment to find out what type of care is best suited to your needs. 

Complete a support enquiry and a social worker will get in touch to discuss the next steps.

My home doesn't meet my needs due to mobility problems

An occupational therapy (OT) assessment will look at what aids or adaptations will help you to live more independently at home, and other options if more major works are required.

Find out how what help is available and how to access the OT service.

I'm homeless - how do I get support?

The Housing Options service may be able to help if you are legally homeless.

You can request a referral online or by phone via Housing Options. 

Find out what to do if you are legally homeless.

I think I'm going to lose my home - how do I get support?

The Housing Options service may be able to help you if you think you could lose your home within the next 56 days (eight weeks).

You can request a referral by phone or online.

Find out what to do if you are at risk of becoming homeless.

How do I apply for affordable housing?

If you're interested in applying for affordable housing you must join the Property Pool Plus Housing Register. 

Check if you are eligible and how to register.

How do I apply for sheltered housing?

You must join the Property Pool Plus housing register before you can apply for sheltered accommodation.

See 'sheltered housing' for more information and how to register.

I think an adult is at risk of abuse or neglect

If you think the person is in immediate danger, call 999. 

Find out when you should report your concerns to us and how.

If you are a professional reporting a concern, please follow the safeguarding process for professionals.

I think someone might need support

If you're concerned that a vulnerable adult, such as a friend, elderly neighbour or someone you don't know well, is finding it difficult to cope, you should tell us.

Find out how to report a concern about an adult who might need support.

If the person is in immediate danger, call 999.

How to get help for a friend or relative

We help adults who need extra support to live well. It can be long term or just until they're doing better.

If you know the person well and have discussed the possibility of getting help, find out if the person would be eligible to get support from us and how.

How to get a personal safety alarm?

A personal alarm can help you live safely and independently at home. An alarm can support people with dementia, those with a physical or sensory impairment or people living with the threat of domestic violence.

Read more about safety alarms and how to get one.

Can I make decisions on behalf of someone who needs help and support?

Looking after someone means you might need to be involved in decisions about their care and finances. The ways you can do this depend on if the person has mental capacity or not.

Find out about representing someone and making decisions about their care and finances.

Am I entitled to any help if I'm caring for someone?

If you look after someone who couldn't manage without your help, you are entitled to a carer's assessment to identify the support you might need.

See carer's assessment for more information.

What financial support is available to me as a carer?

There are a range of benefits, tax credits and other financial support that you could receive as a carer, including carer's allowance.

See carer's allowance and financial help for more information.

The person I care for has passed away

If a service user has passed away you should contact the care provider to notify them of the death and cancel any package of care. If they were paying towards the cost of their care you will also need to let the social care charging team know.

See 'Change in circumstances' for more information on notifying us of a death.

I receive care services but need to tell you about a change

If there has been a change in your circumstances that will affect the care services you receive you must tell us. This might include going on holiday or staying with family.

Find out how to tell us about a change in your circumstances.

I want to cancel my care because the charge has gone up

If you cannot afford to pay for your care or your financial circumstances have changed, you can request a reassessment by completing a care payment enquiry.

Alternatively, you can submit a general enquiry to Careline who will arrange for your case to be reviewed by a social worker.

The person I care for has passed away

If a service user has passed away you should contact the care provider to notify them of the death and cancel any package of care. 

See 'Change in circumstances' for more information on how to notify us of a death.

I need to report a safeguarding concern

If you are a care provider, GP, clinician or other professional and have identified that an adult with care and support needs is at risk of harm, you must report it.

Read the process for reporting urgent and other safeguarding concerns.

I need to report an incident

If you are a contracted service provider working on behalf of the council, you must report any incidents which pose a risk to service users, staff or members of the public.

Read the process for reporting an incident

I need to request support for a patient

You can request support online for a patient, service user or client's needs under the NHS and Community Care Act.

Read the process and request an assessment.

I need to discuss a case

To discuss casework, enquire about individual adult cases directly, or issues of a sensitive nature, please call adult social care on 0151 233 3800.

I need contact details for a social worker

You can request a call back by completing the adult social care general enquiry form.

If you wish to discuss an individual case or issues of a sensitive nature, please call us on 0151 233 3800 - do not use the online form.

Mersey Care bathing adaptations referrals

If you are a Mersey Care occupational therapist and have previously identified bathing equipment which does not meet your clients' needs, you can refer direct to Agency Services for a Disabled Facilities Grant for a level access shower.

Find out how to make a bathing adaptations referral.

Minor adaptations or key safe order requests

If you are a health or social care practitioner and have identified, through an assessment, that your client requires minor adaptations to help them stay safe and independent at home, you can submit a request online for the council to complete the adaptations.

Find out how to request minor adaptations or a keysafe

I need to apply for DoLS authorisation

Once the managing authority (care home or hospital) has determined if an urgent or standard authorisation is required you must complete the relevant forms.

See the DoLS page for more information.

I have a general enquiry

You can contact us online using the Careline adult services general enquiry form.

You can call us on 233 3800. Our phone lines do get busy so you may prefer to contact us online.

If your enquiry is about support needs or an assessment, please complete a support enquiry.