The main points
- This part has the telephone numbers you might need.
- The most important ones are at the top.
- If someone is in danger right now, telephone 999.
- You can ask us for a paper copy of this part to keep at home.
- Your support worker can telephone for you, or with you.
In an emergency
| What has happened | Who to telephone | Number |
|---|---|---|
| Someone is in danger, hurt, or a crime is happening now | Police, fire or ambulance | 999 |
| You can smell gas, or you think there is a gas leak | National Gas Emergency Service | 0800 111 999 |
| Something in your home is dangerous, at any time of day or night | Harbour Light emergency line | 0151 909 5919 |
| You feel unwell and it is not an emergency | NHS 111 | 111 |
| You want to report something to the police, and it is not happening now | Police non-emergency | 101 |
If you smell gas: open the windows, go outside, do not turn any light switches on or off, then telephone 0800 111 999. Section 5 explains more.
Harbour Light
| What you need | How to do it |
|---|---|
| Report a repair | Fixflo: harbourlight.fixflo.com |
| Emergency repair, any time | Telephone 0151 909 5919 |
| Anything else — rent, your tenancy, questions | Telephone 0151 909 5919 |
| Email us | hello@harbourlight.org.uk |
| Make a complaint | Email complaints@harbourlight.org.uk, or use any of the ways above. Section 14 explains how. |
| Write to us | Harbour Light Assisted Living, 71 Linacre Road, Litherland, Merseyside, L21 8NP |
| Our website | harbourlight.org.uk |
Your support provider
Your support provider is a different organisation from Harbour Light. Section 2 explains this.
Your support worker can give you the name and telephone number of your support provider. They are also on your property information sheet, if you have one.
| What you need | Who to contact |
|---|---|
| Your care and support | Your support worker, or your support provider's office |
| A complaint about your care and support | Your support provider's own complaints process. Section 14 explains. |
| Something about your home | Harbour Light — see above |
Your council
Harbour Light homes are in five council areas: Liverpool, Sefton, Wirral, Knowsley and Chorley. The right council for you depends on where your home is. Your support worker can tell you which one is yours.
Each council has different telephone numbers for different teams. The council's "contact us" web page lists them.
| Council | Contact us web page |
|---|---|
| Liverpool City Council | liverpool.gov.uk/contact-us/contact-a-service |
| Sefton Council | sefton.gov.uk/miscellaneous-pages/contact-the-council |
| Wirral Council | wirral.gov.uk/about-council/contact-us/how-contact-council |
| Knowsley Council | knowsley.gov.uk/contact-us |
| Chorley Council | chorley.gov.uk/contact/ways-get-touch |
| Lancashire County Council — for adult social care and keeping adults safe in Chorley | lancashire.gov.uk/contact |
Your support worker can help you find the right team and telephone them with you.
You may need your council for:
| What you need | Which team |
|---|---|
| Housing Benefit | Housing Benefit team |
| Help with your care and support | Adult social care |
| Worried that an adult is being harmed | Adult safeguarding |
| Worried about an adult, out of office hours | Emergency duty team |
| Bins, recycling, bulky waste | Waste and recycling |
| Council Tax | Council Tax team |
| A ramp, a grab rail or a walk-in shower | Adult social care, occupational therapy |
If you want to complain about Harbour Light
First, complain to us. Section 14 explains how.
If you are not happy with our answer, you can go to the Housing Ombudsman. You can go to them yourself. You do not have to wait 8 weeks, and you do not need anybody's permission.
| Organisation | What they do | Contact |
|---|---|---|
| Housing Ombudsman Service | Looks at complaints about landlords | Telephone 0300 111 3000 · Online form: housing-ombudsman.org.uk/online-complaint-form · Address: PO Box 1484, Unit D, Preston, PR2 0ET |
Free advice, from people who are not part of Harbour Light
These organisations are independent. They do not work for Harbour Light or for your support provider. Their advice is free.
| Organisation | What they help with | Contact |
|---|---|---|
| Citizens Advice | Money, benefits, housing, debt, most things | Adviceline 0800 144 8848 · Debt helpline 0800 240 4420 · citizensadvice.org.uk |
| Shelter | Housing problems and the risk of losing your home | Helpline 0808 800 4444 (Monday to Friday, 8am to 5pm) · england.shelter.org.uk |
| Equality Advisory and Support Service | If you think you have been treated unfairly because of a disability or who you are | 0808 800 0082 · equalityadvisoryservice.com |
| Information Commissioner's Office | If you are unhappy about how your information has been used | 0303 123 1113 · ico.org.uk/make-a-complaint |
If you would like an advocate, or help with money from a local service, ask your social worker or your support worker. We can also tell you about organisations in your area.
If you are struggling
You do not have to be in a crisis to ask for help.
| Who | What they do | Contact |
|---|---|---|
| Your support worker | The first person to talk to | Ask at your home, or see your property information sheet |
| NHS 111 | Health advice, including mental health, at any time | 111 |
| Samaritans | Someone to talk to at any time of day or night, about anything | 116 123 (free) |
If you are worried about somebody, or about yourself, please tell someone. Your support worker, a relative, a friend, or any of the numbers above.
Other numbers you might need
| Who | What for | Contact |
|---|---|---|
| Your gas and electricity supplier | Bills, meters, problems with supply | See your bill, or ask your support worker |
| Your water company | Water bills and water supply | See your bill, or ask your support worker |
| TV Licensing | Your television licence | tvlicensing.co.uk |
| Department for Work and Pensions | Benefits other than Housing Benefit | gov.uk/government/organisations/department-for-work-pensions |
Writing your own numbers down
There is space here for the numbers that matter to you.
| Who | Number |
|---|---|
| My support worker | |
| My support provider's office | |
| My social worker | |
| My doctor | |
| Somebody in my family | |
| Somebody else I trust |
Your support worker can help you fill this in.
Getting help to understand this
If any of this is hard to understand, that is OK. Ask your support worker. You can also ask a relative, a friend or an advocate to help you.
You can ask us for this information on paper, in a bigger size, or in another format. Just ask us or ask your support worker.
More detail
This box is for support staff, relatives, advocates and social workers.
Local variation. Harbour Light operates across five local authority areas: Liverpool, Sefton, Wirral, Knowsley and Chorley (Lancashire). Each council publishes different numbers for different services, so the handbook links to each council's own "contact us" page rather than reproducing numbers that go out of date. These are area-level links and do not identify a property. In Chorley, adult social care and adult safeguarding are the responsibility of Lancashire County Council, not Chorley Council. The Lancashire County Council contact page is therefore listed for Chorley tenants.
Housing Ombudsman. The democratic filter — the requirement to wait eight weeks or to go through a designated person — was abolished on 1 October 2022. Tenants have direct access. The Complaint Handling Code requires landlords to provide the Ombudsman's contact details to tenants.
Accessibility. Every route in this section has an alternative. Support staff can act on the tenant's behalf, or the tenant can speak to visiting Harbour Light staff or write to us. See Section 13.