Your bill explained

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

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

Financial assessment

As you may be aware, we complete a financial assessment with people who receive adult social care services. We do this to calculate whether they will be asked to contribute to the cost of their care and how much that contribution will be.

The calculation is made using financial information that you provide to us. You can find out more about this on our your contribution explained pages.

Change of circumstances

If you have a change in your financial circumstances that you think might mean your contribution level needs to be reviewed, please contact us by emailing

You can find more information about what changes of circumstance we need to know about online at Change of circumstances page.

When do we invoice you?

We will send you an invoice every four weeks (not monthly), which will be for the previous four weeks of care.

For non-residential only: You will not be asked to pay a contribution, if your care was missed due to an overnight stay in hospital or you have cancelled your care for more than seven consecutive days.

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’re 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.

Online: To find out how to make a payment by credit or debit card go to our payments page.

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.

Telephone: 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 pay by email, please contact quoting your client reference contained on the front page of this invoice to request a paper free bill.

Payment terms: Invoices are to be paid when received. The council reserve the right to charge interest on overdue payment.