Contact adult social care (Customer First)

Find out how to get help online, request support and contact Customer First if needed.

Before you contact us

Please consider trying to find help online. Most people are able to find the information or service they need using our website.

Why we ask you to try online first

When someone uses our website it only costs us 13p. Every phone call costs us £3.71.

If you can't find what you need using our website and really do need to contact us, please get in touch online using live chat.

How to find help online

You may be able to find answers and support yourself.

Here are a few options that may help you:

Find help to stay at home and live independently as long as possible
Search for local support including community groups, organisations and services
Learn how social care is paid for and what you might have to pay

To request support for an adult you can refer online via our Suffolk Adult Care Portal.

To report safeguarding concerns for an adult, you can refer online via the Adult Safeguarding Portal.

To report safeguarding concerns for a child, you can refer online via the Child Safeguarding Portal.

How to contact us

Live chat

You can use live chat to contact Customer First, who handle queries related to adult and children's social care and support in Suffolk.

When speaking to an advisor please be advised that we cannot provide you with any information directly related to an individual in adherence with confidentiality policies and procedures.

You may be asked for information relating to an individual, this is so we can offer you the best advice and guidance relating to your query.

Live chat is quick, secure and available on our website:

Monday to Thursday from 8am – 5pm (excluding bank holidays)
Friday from 8am to 4pm (excluding bank holidays).

When you contact us, you'll be treated with respect. We'll listen to you and help you to access the right information, advice and support, so that you can make your own choices.

Suffolk County Council collects and uses personal data to provide and manage services. The processing of personal data is governed by the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 (DPA 2018), collectively referred to as data protection law. This privacy notice explains how the council uses information about you when you contact us or use our services, and how we protect your privacy. SCC Privacy notice.

If you navigate away from this page any live chat you've started will close.

Phone

We ask that people contact us online where possible, as it's quicker, easier and saves money.

If you need to contact Customer First by phone you can call 0800 917 1109.

The phone line is open Monday to Thursday, 8am to 5:20pm, and Friday, 8am to 4:20pm.

Outside of these hours, this number will divert to the Emergency Duty Service. They can respond to any matters that cannot wait until the next working day.