Carer Advice Line

The Carers Matter Advice Line provides free, independent and confidential support. Our highly skilled team of Carer Advisors have been trained to provide listening and emotional support and most have personal lived experience of caring. It is free to call our Advice Line from both landline and mobile telephones


The Carers Matter Advice Line can provide information and advice on a wide range of issues, ranging from:

  • Accessing local services and support, including Carer Peer Support Groups, dementia cafes or other local social activities or services
  • Carers’ rights (including employment)
  • Accessing health and social care services
  • Social welfare (benefits) and housing
  • Equipment and adaptations, including Assistive Technology
  • Education, volunteering and training
  • Emergency Planning

For benefits and legal advice, our advisers would be able to sign post you to the most relevant people.


Opening Hours:

  • Monday to Friday 8am -8pm
  • Saturday 4pm – 8pm
  • Sunday 8am – 12pm


Call our team of highly-trained Carer Advisors for:

  • Information & Advice
  • Listening Support
  • Access to Peer Support
  • Carers Emergency Plans
  • Support with online form filing (e.g. blue badge)

0800 083 1148


Our Carer Advisors have a wealth of knowledge on the services available across Norfolk to support you and those you care for. The Advice Line Team can refer internally within Carers Matter Norfolk to Community Support, Counselling, Education & Training and Membership and Voice. In addition, they will signpost or refer you to other services and support which help to achieve what matters to them.

Carer Advisors can support you to complete online applications forms, including but not limited to:

  • Blue Badges
  • Carers Emergency Cards
  • Concessionary travel passes

Carer Advisors will offer to complete a Preventative Assessment with you over the telephone, by Live Chat, text or through social media, to help identify what matters to you and how to achieve it and care with confidence.

We will only complete a Preventative Assessment by phone if you feel able to undertake the agreed actions in the support plan on your own or with the support of your family. A Carer Advisor will agree with you a time and date to call back and catch-up with your progress. They will also send you a copy of your assessment and support plan which lists the outcomes you wish to achieve and how these will be achieved.

If your situation or changes or becomes more complex, the Advice Line will refer you to the Carers Matter Norfolk Community Support Team who will complete a more detailed Preventative Assessment face-to-face at your home or at a local community venue of your choice.

The Advice Line Team can also help to provide guidance on developing an Emergency Plan for when something goes wrong, for example, if you’re injured or become ill, who will look after those who you care for. Using our Emergency Plan toolkit, the Carer Advisors can help you to draft your own plan. We can also record emergency contacts, keyholders and share your plan with Norfolk County Council with your consent.

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