Faqs and useful contacts for providers

What our teams do and how to get in contact

Provider payments

Provider payments are paid to providers to meet the identified needs of an individual.

Help with invoicing, changes for a resident or changes for a provider

Providers will need to contact the Provider Payment team for the following:

  • Submitting amended invoices if the initial invoice has been rejected by Adults’ Invoices
  • Informing that a resident has passed away or moved to another Care Home or Nursing Home
  • Change of ownership
  • Informing that a company has gone into liquidation
  • Queries about received remittance advice

If you are a care home, nursing home or Shared Lives provider and have a query on any of the above - contact [email protected]

If you are a domiciliary care provider not paid via PPG, Day Care, Supported Living or any other care provider - contact [email protected]

If you are a domiciliary care provider paid via PPG - contact [email protected]

You can also use the email addresses for queries relating to non-payment if it has not been received within the contracted time frame:

Provider Portal

You will need to use the Provider Portal for:

  • Updating bank account details
  • Updating email addresses for remittance advice

For help and guidance on the Provider Portal - contact [email protected]

You can contact Hampshire County Council’s Integrated Business Centre department for:

  • Issues when changing bank account details on the Provider Portal
  • Invoices - contact [email protected]

Commissioning team

Help with planning and resourcing services.

The role of commissioning

The commissioning team seeks to understand the services which need to be delivered by Adults' Health and Care. This is to achieve the aim of ensuring Hampshire residents live long, happy and healthy lives with the greatest independence.

The commissioning team deliver a systematic approach to planning and resourcing services. They use an evidence-based approach with an outcome focus.

The aim of all social care commissioning activity is to achieve the best possible outcome, both for the community and for individuals. These individuals may need care and support now or at some point in the future.

The team look to ensure that the right services are in place to meet people's needs across all settings. They aim to achieve best value and follow legislation.

The commissioning cycle

Commissioning follows a cycle and is the process by which care services are planned, purchased and monitored. It comprises a range of activities, including:

  • Analyse: Need analysis, population statistics, existing service data
  • Plan: Gap analysis, service design based on review and analysis
  • Do: Market/provider development, capacity building, procuring and implementing services, managing provider relationships
  • Review: Ongoing contract management, market and outcomes reviews

What does this mean for me?

As a provider, you will have been approved to provide the services that Adult’s Health and Care deliver. You will have a named commissioner who is responsible for the service area in which you are delivering.

This commissioner will be your main point of contact for enquiries that are outside of your normal processes. They can also be contacted when those normal procedures are not working.

This will include but is not limited to:

  • Your performance as a provider
  • Updates in information
  • Challenges with delivery

For all enquiries, please contact your named commissioner. You can also contact [email protected]

If you are a provider for younger adults, contact [email protected]

The contract relationship manager oversees everything to do with our domiciliary care providers. They ensure Hampshire County Council are realising value for money on care packages, while keeping waiting lists down. They are also on hand to support with any payment, process, referral or other queries you may have in relation to domiciliary care.

All care at home enquiries should be directed to [email protected]


Source paid for residential and domiciliary care services.

The brokerage team

Brokerage is a Hampshire County Council Adults’ Health and Care service. It sources paid for residential and domiciliary care services for older and younger adult service users. These users will have been assessed as having eligible care needs.

The brokerage team will:

  • Source older and younger adults long term nursing and residential care placements
  • Source older and younger adults domiciliary care
  • Source older and younger adults live in care
  • Create, amend, and end financial provisions for older and younger adults, mental health and learning disabilities
  • Send purchase confirmation details to care providers for specific services

The Brokerage team is divided into four sub-teams:

  • The residential team is responsible for the sourcing of long term residential and nursing placements. This includes those on the discharge to assess pathway and those on continuing healthcare. The residential team will also source short term placements to support hospital discharges.
  • The non-residential team is responsible for the sourcing of all live in and domiciliary care packages.
  • The business support team manage the duty email inbox and phone line. They also oversee the completion of all financial provisions and send purchase confirmations.
  • The hospital liaison team oversee sourcing referrals and financial provision requests from our Hospital Acute Systems. This includes work to resolve urgent queries and to help develop processes and ways of working.  This team will also build positive relationships across all stakeholders.

Please get in touch with the brokerage team if you need help with the sourcing of care or financial provisions. Email [email protected] or call 03707 791 000

If you have contacted Adults' Health and Care's Brokerage team, please complete the short feedback form so we can look for ways to improve.

Frequently asked questions
General queries

Provider referral form

You can complete the provider referral form or can contact via 03005 551 386 (there may be a wait for your call to be answered during busy times)


You can contact Connect2Hampshire via [email protected] or see their website for further contact information.