Accessing Adult Social Care Online
To use Adult Social Care Online you'll need a login. You may already have a login if you've used a service provided by Norfolk County Council. For example, booking a visit to a Recycling Centre or reporting a highways problem.
Why do I need a login?
You need a login for when you want to save or submit a form to send to us. This means that you don't have to complete a form all in one go. You can start it and then save it to come back to later. Your forms will be available to complete for 90 days.
Once you have submitted a form, a copy will be saved in your account. You'll be able to access this for up to 90 days from the date you sent it to us. If you want to look at it later, it's best to save it to your device (laptop, tablet or phone). See 'Can I save my forms?' below.
What do I need to set up a login?
You'll need an email address and either a mobile phone or a landline phone. Each time you log in you'll receive a code (if you're using a mobile phone) or a call if you have chosen a landline.
Why do I have to register my telephone number?
We ask for a phone number to ensure that your information is secure and only you can log in (sometimes called two-factor authentication). This means that you cannot log in with only your email and a password.
You're asked to register this phone number in one of the steps to set up your account.
What happens if I change my telephone number?
When signing in, on the 'Confirm your identity' screen where your telephone number is shown, there will be a link that says 'Can't access this phone number? Change your login telephone number.' Click on this link and you will be taken to a form.
You can use the form to tell us that the telephone number that you use to login has changed. You do not need to tell us your new number. After we have actioned your request, the next time that you log in you will be prompted to update your details.
I'm calling from a business and my phone number is an extension. Can I use this?
No, unfortunately authentication using phones will not work in this way. In this instance we'd suggest you use a mobile phone.
What should I do if I need to change my email address, home address or name?
You can change your details by signing into your account to get to the My Account page and using the 'Update your details' link there.
Is there a time limit on how long I will be logged in?
The system automatically logs you out of Adult Social Care Online after 15 minutes of inactivity.
After 10 minutes of inactivity, a five-minute countdown will appear. If you start typing or navigating, the time-out will disappear.
Can I save my forms?
To avoid losing your work, you should save it regularly. You can do this by using the 'Save for later' button at the bottom of every page of the form.
How do I find my saved forms?
When you're logged in, select your name at the top of the page and then choose 'Recover a form' from the drop-down menu.
How do I find my submitted forms?
When you're logged in, select your name at the top of the page and then choose 'Submitted forms' from the drop-down menu.
From here you can open forms and then choose to print or download them for your records. Submitted forms are only saved for 90 days.
