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Contact Cares - Front Door

Together we will deliver the right care, in the right place, at the right time. Every time.

Contact Cares is the single point of access for all social care and adult health referrals, and the first point of contact for children referrals. It is a multi-disciplinary team consisting of qualified and unqualified social care staff, occupational therapy, physiotherapy and general nursing, who will co-ordinate and carry out assessments from referral request.

The assessment will determine the most appropriate services to meet the presenting need and activate services. If services are not required, Contact Cares will provide signposting, advice and guidance to assist you.

Examples include (this list is by no means exhaustive):

  • Rehabilitation
  • Falls team
  • Audiology
  • Careline
  • Social care
  • Reablement
  • Voluntary services
  • A range of health teams
  • Nursing assessment
  • Contact Cares crisis response
  • Medicines management
  • Falls prevention
  • Healthy living

Referrals are accepted for anyone living in St Helens or registered with a St Helens GP.

Methods of referral are:

  1. Contacting Contact Cares on 01744 676767 or via the email contactcares@sthelens.gov.uk.
  2. Self-referral online via the council website.

Hours of operation:

  • 8.00am to 10.00pm - seven days per week 

Privacy notice

This privacy statement covers the use of personal information that Contact Cares collects when you use any of our electronic services.

From time to time, you may be asked to submit personal information about yourself (e.g. name and address) in order to receive or use services.

By entering your details in the fields requested, you enable Contact Cares to provide you with the services you need, and it may also help us to identify you when you contact us. Whenever you provide such personal information, we will treat it in accordance with this statement. When using your personal information, Contact Cares will act in accordance with current legislation.

What information do we collect?

When you contact us by phone, email or though the council’s website, we may need to collect personal information about you or your family so that the appropriate services can be provided. The information we require from you may include personal information, such as:

  • First name
  • Family name or surname
  • Address
  • Telephone numbers
  • Date of birth
  • Email address
  • NHS number

 What do you use my data for?

 We use your personal data within the rules set out in the Data Protection Act 2018. We process this data for the following reasons, where you have consented to the processing, which you can revoke at any time:

  • To ensure we meet our legal requirements.
  • To allow us to communicate and provide services appropriate to your needs.
  • Where we are legally obliged to undertake data processing e.g. prevention and/or detection of fraud and crime.
  • Where necessary to protect citizens from harm or injury.
  • To conduct research or statistical analysis in order that we continually improve our service to you.
  • To assist the council in responding to emergencies or major accidents. This allows the council, in conjunction with the emergency services, to identify citizens who may need additional support.

Please note: phone calls to Contact Cares are recorded for training and quality improvement purpose. Please see 'Call Recording' notes below.

Who will my information be shared with?

If we are required to, we will only share your information with internal departments and other service providers, contractors and/or partner bodies, in the form of an onward referral but only where it is necessary:

  • To comply with a legal obligation.
  • Where permitted under the Data Protection Act 2018.
  • Where the disclosure is necessary for the purposes of the prevention and/or detection of crime.

We will strive to ensure that any personal data in our care will be kept safe and where your information is disclosed to a third party, we will seek to ensure that the third party has sufficient systems and procedures in place to prevent the loss or damage of personal data.

We will not use your personal data for third-party marketing purposes.

How long will you keep my information for?

Information from your communications with Contact Cares is kept in line with the council’s Retention Policy, which equates to six years after the last contact as specified in the Adults section of the Corporate Information Asset Register.


When someone visits the council’s website, we use third-party services to collect standard internet usage log information. This information is only processed in a way which does not identify anyone.

Keeping your information secure

We recognise that the information you provide may be sensitive and we will respect your confidentiality. We keep information about you confidential. This means we store it securely and control who has access to it. We will not store any information where we are not legally required to do so. All the information you provide us is held within the European Economic Area (EEA).

Call recording

Contact Cares have implemented call recording. The implementation of the associated software supports proactive training and quality of calls, to assist us in delivering excellent customer service, and to enable Contact Cares to deal with complaints more efficiently.

Call recording is implemented on the main telephone number for Contact Cares – 01744 676767. Calls may also be recorded on another extension if the call is transferred to another agent who uses the call recording software.

Our welcome message will advise you that your call will be recorded. If you do not want your call to be recorded, please inform the advisor at the beginning of the call, and the recording will be stopped.

Our recordings will be kept for a period of six months, at which point they will be deleted. Recordings are stored securely on servers of our call handling software provider.

You can request a copy of the recording by submitting an Access Request form.

Our Call Recording Policy is available for your information.

Find out more about your rights

For more information around data protection and the introduction of the new General Data Protection Regulations (GDPR), you can check the following reference points:

You also have the right to contact the Local Government Ombudsman to consider any complaint. You may do so by telephoning the Ombudsman Advice Team on 0300 061 0614 or 0845 602 1983 or alternatively by writing to them at PO Box 4771, Coventry, CVS 0EH.

If you require further information, please contact us:

Telephone: 01744 676767
Email: contactcares@sthelens.gov.uk