Your bill explained

We understand that sometimes it is hard to make sense of the bill you receive for your care.

That is why we are here to help you understand where your money is going when it comes to helping you live independently and what care you are buying.

When do we invoice you?

We will send you a monthly invoice which will be for the previous month's care.

In cases where an individual is admitted to hospital, or for any other reason is not making full use of their care provision for a short period of time, but their care arrangement remains in place, they will need to continue paying the contribution charge. This is because the care package needs to be kept in place, to ensure that it is still available when the individual is released from hospital.

Therefore, during this period, there is still a cost of keeping the service in place, even though it is not being used for that period of time. This will be subject to regular review, and charges will cease if the hospital stay becomes more permanent and the care arrangement ceases.

To make sense of the terms on your bill and this page, we have also made a handy table of definitions.

Table of Definitions
Term Meaning
Non-residential Care you receive in your home and will include any day care. This can also be referred to as domiciliary care
Residential Care you receive in a residential setting. This includes any respite care
Client Reference You may be asked for this number when you are speaking to us
Customer ID Quote this number when you are paying your bill

Ways to pay

We have made payment as easy as possible by providing several ways that you can pay for your care:


Make an online payment with the following form:


Before you make an invoice payment

You won't be able to save this form to complete later, so please allow yourself a couple of minutes to fill in the form.

You will need:

  • Payment card (registered with 3D secure)
  • Invoice number which can be found at the top right or bottom right of the invoice

Pay an invoice

Bank transfer or standing order

To set up a bank transfer or standing order, please use the council's bank details as follows:

  • Lloyds Bank
  • Sort code: 30-00-00
  • Account number: 00332526

Please quote your invoice number without spaces as your payment reference.

For standing orders, please arrange for payment to be made every four weeks.

Direct Debit

A direct debit is the easy way to pay for your care. You can set up your direct debit by contacting us on 023 8083 3388.


To make payment via debit or credit card over the phone, please contact us on 023 8083 3388.

Phone lines are open 8.30am to 4pm.

Invoices via e-mail

To receive invoices by email, please contact quoting your customer ID contained on the front page of this invoice.

Payment terms

Invoices are to be paid when received.