Changes to the Way you Pay your Client Contributions

What has changed?

Previously you paid your Client Contribution to your provider.

From 28 September 2024 you pay your Client Contribution to Cornwall Council.

Why did we do this?

We made this change to reduce Service Providers’ administration duties. This will ensure your payments all come to the same place no matter who is providing your care.

How did this change benefit me?

It allows you to send payments to the same place, even if you change Service Provider. Your Service Provider will no longer be chasing payments and will have more time to focus on delivering quality care.

What do I need to do?

Continue to pay your Client Contribution to your Service Provider/s for care you received up to 27 September 2024.

Do not cancel any standing orders or regular payments to your Service Provider/s until you have paid your final bill. If you have any questions about your final bill, please speak to your Service Provider/s.

Set up a Direct Debit with Cornwall Council.

When will I receive my final bill from my Service Provider/s?

This will vary, we suggest you ask your Service Provider/s this question directly. Do not cancel any standing orders or payments to your provider until you have paid the final bill.

When will I receive my first bill from Cornwall Council?

You should have received your first bill in the week commencing 14 October 2024. This bill covers care provided between 28 September 2024 and 25 October 2024.

How will I receive my bill from Cornwall Council?

If you have provided us with an email address this will be emailed to you. If you have not, it will be sent by post to the address this letter was sent to.

How much will I have to pay?

Please refer to your letter to see your maximum Assessed Client Contribution. You will pay this amount per week, or the actual cost of the care, whichever is less.

What do I do if I think my weekly Client Contribution is no longer accurate?

If you think your financial circumstances have changed and you need a new Financial Assessment, please complete our online assessment tool.

Complete an online financial assessment

Alternatively contact: domvisitqueries@cornwall.gov.uk

They will be able to discuss your options with you and review your Client Contribution if appropriate.

How can I pay my bill?

You can pay via:

• Direct Debit (preferred)
• Online
• Phone
• Standing Order

How do I set up a Direct Debit?

You can complete and return the Direct Debit Mandate form.

You can call 01872 324215 (the bank account holder must be present).

Or you can email ascdebtmanagement@cornwall.gov.uk

What if there is an issue with my bill?

We will generate our bills in advance. This means that on some occasions you may receive a bill for care you did not receive.

We ask you to wait for your next bill before contacting us, as errors should be corrected automatically. If you receive two back to back bills that contain an error, please contact the Charging Income Team at adultcarebilling@cornwall.gov.uk.

What if I do not need my care that week?

If you do not require care on a particular day or week, you must notify your Service Provider/s of this. This will be called an “Absence”.

Will I be charged for absences?

For some Absences, we may be able to credit some or all of your Client Contribution.

This will only be in cases where your Service Provider/s:

• have confirmed that sufficient notice was received, and
• that they do not require any payment for the care

All care you received during the week in question must be less than your total Client Contribution for this to be applicable.

If a credit is due, it will be corrected in one of your next billing periods.

Otherwise, you will be billed as normal.

How does this impact my Direct Payment?

If you receive a Direct Payment and no other services, your Client Contribution will be deducted from the value of your Direct Payment. You will continue to pay this into your Allpay account as normal.

If your Client Contribution is:

• less than the cost of your Direct Payment, and
• you receive other Care Services from Cornwall Council

your Client Contribution will be deducted from the value of your Direct Payment. You will continue to pay this into your Allpay account as normal.

If your Client Contribution is:

• more than the cost of your Direct Payment, and
• you receive other Care Services from Cornwall Council

we will not deduct this from your Direct Payment. You will receive an invoice and have to pay for your Client Contributions separately to your Direct Payment. You will not pay this into your Allpay account.

Who do I contact if I think I have been billed incorrectly?

The Charging Income Team will be happy to help. You can contact them on:

• Email: adultcarebilling@cornwall.gov.uk
• Tel: 01872 324190