Liverpool City Council
Liverpool City Council's Adult Social Care department provides a range of services accessible via phone. You can make general enquiries, report urgent issues, or submit referrals and complaints. The phone line operates Monday to Friday from 08:00 to 18:00 and Saturday from 09:00 to 13:00. Common reasons for calling include seeking information about social care services, making self or professional referrals, and addressing urgent or sensitive issues. Wait times can vary, but calling during mid-morning or early afternoon may reduce delays. The department is committed to offering timely assistance and ensuring callers are directed to the appropriate team.
Updated 15 Dec 2025
Expected outcomes
- Make general enquiries
- Report urgent issues
- Submit self referrals
- Submit professional referrals
- File complaints
- Receive immediate assistance
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Contact details
- Nature of enquiry
- Personal details
- Reason for referral
- Professional details
- Client information
- Consent
- Details of complaint
Known issues
Occasional service discontinuity may occur due to team hand-offs, but management is working on redesign plans to improve continuity. Additionally, there is some confusion at the front door of adult social care, which is not clearly separated from other services like Children's and Homelessness. Efforts are underway to improve the customer experience by creating clearer distinctions. To avoid frustration, consider using online forms for non-urgent matters or calling during off-peak hours. These measures can help ensure a smoother interaction with the department.
