What is a social care invoice?
An invoice for adult social care is your bill for the care and support you have received. This might include:
- Help at home with washing, dressing, or cooking.
- Care in a residential home.
- Day centre visits.
- Support from a carer.
The invoice may show what care you received, when you received it, and how to pay for the costs. Not everyone pays the same. Some people get help to pay for care, while others might pay the full amount themselves. View an example of what a typical social care invoice looks like.
What does my invoice tell me?
The invoice tells you how much you need to pay for your care. We call this the client contribution. Care refers to the support outlined in your Care and Support Plan.
You should have received a copy of this plan from your social worker or care manager. This is after they completed a social care assessment.
If you do not have a copy of your Care and Support Plan, please call us on 020 8901 2680. You can also request one by email at ahadults@harrow.gov.uk.
Weekly client contribution
The amount you contribute each week is based on your financial assessment results.
- If your need for care increases, your contribution will stay the same.
- If your need for care decreases, your contribution will reduce. This is only if the cost of your care becomes less than your contribution amount.
- If you are paying the full cost of your care, what you pay will reflect the amount of care you receive.
If you have not yet had a financial assessment, please call us on 020 8901 2680. You can also request one by email at ahadults@harrow.gov.uk.
Invoicing by calendar month
Invoices are issued in arrears. This means that if your invoice is issued at the start of May, it covers care provided in April.
Because the number of days in each month varies, the invoice amount will also vary. For instance, if your care costs £10 per day:
- 28 days = £280.
- 29 days = £290.
- 30 days = £300.
- 31 days = £310.
Paying for your care by Direct Debit
You can pay your invoice by Direct Debit. The benefits include:
- Immediate money-back guarantee if an error occurs.
- Advance notice if the date or amount changes.
- The right to cancel at any time.
Direct Debit payments are easy and stop you from falling behind on bills. You can pay on the 1st or 15th of the month. You will get a notification 10 days before payments are taken.
To set up a Direct Debit, please email invoicepayers@harrow.gov.uk or call us on 0208 901 2615.
Go paper-free with e-invoices
Go paper-free and receive your invoices by email. It’s quicker and better for the environment.
To set this up, please email invoicepayers@harrow.gov.uk or call us on 0208 901 2615.
Tell us that something has changed
If you stop getting care for any reason, like going to hospital or a family request, let us know straight away. This way, we can adjust your invoice as soon as possible.
To report a change, please call us on 020 8901 2680. You can also tell us about a change by email at ahadults@harrow.gov.uk. We cannot make changes unless these are reported to your social work team.
If you cancel or suspend care with your provider, let your social worker or our duty team know. If we don’t hear from you, we will keep charging you based on your Care and Support Plan.
If you do not agree with your charges or need more details about your financial assessment, please reach out to us. You can email us at jat@harrow.gov.uk.
You can contact us at invoicepayers@harrow.gov.uk for help with:
- Making payments.
- Requesting a refund.
- Breaking down your invoice.
- Requesting a statement of your account.
- Information on outstanding balances
- Requesting copies of previous invoices.
Frequently asked questions
Why have I received an Invoice for Payment?
You need to pay a Client Contribution for your care. The invoice tells you how much you need to pay.
The description of care refers to the care and support agreed and detailed in your Care and Support Plan.
What is my weekly client contribution?
Your weekly client contribution is the amount you need to pay for your care.
Your financial assessment calculates how much your weekly contribution is. It is based on your financial circumstances.
If your care needs increase, your contribution will stay the same.
If your care needs decease, your contribution might be lowered.
If you are a 'self-funder' your contribution is calculated only on the amount of care your receive.
If you have not had a financial assessment, or need more information, email JAT@harrow.gov.uk
How does monthly invoicing work?
Invoices show the care charges for the previous month. For example, if your invoice is issued at the start of May, the charges for care will cover the previous month of April.
The amount will change each month. This is because the number of days in each month varies. For example, if your care costs £10 per day it will be £280 in February and £310 in March.
What should I do if I temporarily stop getting care?
Sometimes you might have a temporary break from receiving care. Possible reasons for this may include being in hospital, or being away from home.
If you do not receive care for any period you must tell us as soon as possible. This is so that we can charge you the correct amount. If you cancel or suspend care directly with your care provider, you must tell us.
If you don’t report a change, you will continue to be charged according to the hours set out in your care plan.
You can tell us about any changes by calling Adult Social Care on 020 8901 2680.
What can I do if I have a question about payments?
You can contact the Invoice Payers Team for:
- instructions on how to make payments or request a refund
- a breakdown of your invoice
- a statement of your account
- information on outstanding balances
- copies of previous invoices
To contact them email invoicepayers@harrow.gov.uk
What can I do if I have a question or dispute about an invoice?
All invoices are generated based on your financial assessment. After your financial assessment we send you a copy.
If you do not agree with your charges or want an explanation, email JAT@harrow.gov.uk
Can I get my invoices emailed to me?
If you choose to have paperless invoices we will email them to you.
To set up paperless invoices, email invoicepayers@harrow.gov.uk or call 0208 901 2615.
Why haven't I received my invoice yet?
There could be multiple reasons why you have not received your invoice.
If you have your customer number, phone the Invoice Payers Team 0208 901 2615.
They will check your account and see if an invoice has been raised.
How long do I have to pay my invoice?
Adult social care invoices must be paid within 10 days of being raised.
What if I can't pay the full amount or am struggling to pay?
Please do not ignore requests for payment towards your adult social care costs.
If you cannot pay due to an additional or backdated charge, call the Invoice Payers Team on 0208 901 2615. They will discuss repayment options with you.
If you cannot pay your regular monthly amount, contact the Joint Assessment Team 0208 736 6802 to discuss affordability.
You may want to contact an Independent Financial Adviser. They can help you decide the best options for you.
The organisations below can help. They provide information and help over the telephone, online or face-to-face.
What happens if I don't pay my invoice?
If arrears build up the recovery action process will be followed. It can result in legal referral
Why have I received an invoice after care has stopped?
If you receive an invoice after care has stopped, please call us on 0208 901 2680 or email AHadults@harrow.gov.uk
Why do I now get an invoice from the Council and not the Care Home?
This is because you have agreed a package of care with the council and not the care home directly.
I received an invoice for the wrong person, what should I do?
Please call the Invoice Payers Team on 0208 901 2615 or email invoicepayers@harrow.gov.uk
I received an invoice for a deceased person, what should I do?
Please call the Invoice Payers Team on 0208 901 2615 or email invoicepayers@harrow.gov.uk
How long do I have before getting chased for payment?
You will receive three chaser letters for each invoice not paid. After 3 months the debt recovery team can pursue you for the debt.
How can I pay off my debt?
To pay the full amount, follow the instructions on the back of the invoice.
To discuss a repayment plan, call the Invoice Payers Team on 0208 901 2615 or email invoicepayers@harrow.gov.uk
Can I get a statement of accounts?
We can send statements on request. To request a statement, please contact the Invoice Payers Team on 0208 901 2615 or email invoicepayers@harrow.gov.uk
An example of a social care invoice
