Paying for your care
There are a few other ways to pay for your care, so you can choose what works best for you. Details of other payment methods are below.
Confused about your care payments?
- Paying for your care can be confusing. We have made every effort to explain the process as clearly as possible. If you need some help or would like to discuss your care payments, call us on 020 4583 4047. If you receive care from a private care organisation, contact them directly.
Pay by Direct Debit
The benefits of paying by Direct Debit include:
- an immediate money-back guarantee in the event of a payment error
- 10 days advance notice if the date or amount changes
- the right to cancel at any time.
After you set up a Direct Debit, we will send an invoice to confirm. You should receive it 10 days before the payment is due.
Paying by Direct Debit
Paying by Direct Debit is the most efficient way to pay for your social care. These are regular payments. You can choose whether you want the payments to come out on the 1st or 15th of the month. To set up a Direct Debit you will need to:
- Download and print our Direct Debit form.
- Enter your bank details.
- Enter your invoice number. This will be on your social care invoice.
- Scan your completed form and upload it below.
You can also set up a Direct Debit by phone. Call us on: 020 8901 2615.
Paying online
To pay online you will need:
- your invoice number. This will be on any of your social care invoices.
- card details
- the amount you are paying.
Paying by phone
To pay by phone you will need:
- your invoice number. This will be on your social care invoice.
- card details
- the amount you are paying.
Call 020 8424 1220 (24hr service - select option 5).
Returning unused funds
If you receive your care budget through direct payments, someone will review it regularly. This is because these are public funds and are subject to monitoring.
If you get direct payments for your care, you might not always use all the money. When this happens, you will need to return the unused funds to us. This is because the money is meant to pay for your care and support, not for anything else.
Returning unused money helps to make sure the system is fair. It also lets us allocate money to support everyone who needs care. If the following applies to you, you will need to return your unused funds to us:
- You have been told by an officer to return any surplus in your Direct Payments Account.
- You have been told by your social worker or care manager following a review.
- If your budget account is closed after final monitoring.
- If you have received an overpayment due to a decrease in the package.
If you are unsure or need any help, please email direct.payments@harrow.gov.uk for support.
Invoice FAQs
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