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.
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.
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.
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.
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.
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
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.
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
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.
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.
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.
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.
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 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.