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Carers Matter Norfolk - a better offer for carers

On 1 September 2020 Norfolk County Council launched a strengthened carer support service. The changes we want to tell you about are nothing to worry about, and we think are good news for carers.

New carers service launch – 1 September 2020

You may be familiar with Carers Matters Norfolk, which provides information, support and sign-posting for many thousands of carers. They have taken on a bigger role in supporting carers.

They are now able to carry out assessments for carers and provide more direct support for carers. Previously, Carers Matters Norfolk could have a conversation with people, but needed then to refer them to a social worker for any further support.

Having a carers assessment – and ensuring this is up to date – is really important. Carers tell us that they sometimes neglect their own needs, because the person they care for comes first.

A carer’s assessment focuses on you and your needs as a carer. It is not a test of your ability as a carer, but an opportunity to talk about how you feel and identify appropriate sources of support. It looks at:

  • Your physical, mental and emotional wellbeing
  • How caring affects your work, finances, leisure, education, wider family and relationships
  • Whether you are able to continue in your caring role and any support you may need
  • What you would like to achieve

The Carer’s Assessment will establish what support you need, either from Carers Matter Norfolk and/or Norfolk County Council. This might include:

  • Practical support, like arranging for someone to step in when you need a short break
  • Support if you need to attend a pre planned operation or appointment
  • Being put in touch with local support groups
  • Getting access to our online Norfolk Community Directory for listings of care services

How to access carer support

You're now able to access this service, along with one-to-one community support, via Carers Matter Norfolk’s 7 day a week advice line.

It's available on 0800 0831 148 (open Monday to Friday 9am to 8pm, Saturday and Sunday 10am to 2pm). You can find out more on their website at

Carers Matter Norfolk provide services to carers which are not subject to charges, so you do not need to have a financial assessment.

While Carers Matter Norfolk will now be able to offer carer’s assessments, you can still have a carer’s assessment conducted by Norfolk County Council if you prefer. We can also complete a combined assessment with the person you care for. To request an assessment from Norfolk County Council please contact: 0344 800 8020.

Carer's personal budget

If you have received a carer’s personal budget from Norfolk County Council within the last 12 months, please be assured you may still receive support from this expanded service following an assessment of your needs.

This will either be discussed with you by an Adult Social Services practitioner when we conduct your annual review, or sooner if you feel you need support before your scheduled review (please contact us on 0344 800 8020).

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