Managing direct payments with a Virtual Wallet

Using the Virtual Wallet

To manage your direct payment easily and effectively, Hampshire County Council's preferred payment method for direct payments is the Virtual Wallet. This secure, user-friendly online account allows you to:

  • view your budget and transactions
  • approve payments
  • track your spending in real time

Once your care and support plan is agreed, you’ll be asked to sign a Direct Payment Agreement, and payments will be made into your Virtual Wallet.

The County Council sets up your Virtual Wallet and adds the direct payment to it. You can then use the direct payment to pay for your care and support and other services as outlined in your support plan.

There are no fees associated to the direct payment recipient for having a Virtual Wallet.

The Virtual Wallet is a secure platform regulated by the Financial Conduct Authority. All direct payment recipients' monies are held in safeguarded bank accounts. Alternatively, you can set up a designated bank account for you to receive the direct payment.  This bank account must be separate from any other bank account you may have.

Virtual Wallet video guidance

See relevant video guidance about how to use the Virtual Wallet:

Introduction to Virtual Wallet

Further Virtual Wallet guidance

Accessing the Virtual Wallet

You can access your Virtual Wallet by signing in to www.myvirtualwallet.co.uk.

Select ‘Hampshire’ from the list of funding authorities and follow the instructions to log in, or press ‘Login to Virtual Wallet’.

Checking and monitoring spending

The Virtual Wallet allows you to view all your invoices and payments at any time. This helps you keep track of your spending and ensures that all payments are managed efficiently.

On occasion, a member of the Adult social care team may need to review your wallet. Members of the team would have completed an acceptable use form, meaning that they will only review when absolutely necessary.

Naming another person to help with your Virtual Wallet

You can grant access to a trusted friend or family member. They can log in, view the support you have arranged, and make changes on your behalf.

Paying your personal contribution and topping up

If you need to make a personal contribution, you can add funds to your Virtual Wallet account yourself. This ensures that all your care arrangements are properly accounted for.

You can top up or add additional budget to your direct payment or Virtual Wallet if you would like to, but any additional budget added must be clearly identified when the additional funds are added to your Virtual Wallet.

Transitioning from your current bank account to the Virtual Wallet

You should consult with a member of the Adult social care team to understand the process of transitioning from your current bank account to the Virtual Wallet. This is to ensure that the transition is as smooth as possible.

Once the transfer to the Virtual Wallet has been completed, you may close your direct payment bank account if you wish.

Questions about the Virtual Wallet

If you require any further information, contact the Virtual Wallet support team. They are also able to assist you with setting up and managing your account:

Phone: 03300 582690
Email: [email protected]

Supported accounts

A supported account for direct payments is needed when someone receiving direct payments requires assistance with managing the financial aspects of their care package.

This is often the case when individuals have difficulty managing the financial side of direct payments or lack capacity to do so.

This ensures that the direct payment is used appropriately while allowing the individual to remain in control of their care choices.

Supported accounts are now run by the Virtual Wallet and were previously known as ‘managed accounts’.

When supported accounts are helpful

A supported account from the Virtual Wallet is a practical option for people who need help managing the financial side of their direct payments. It allows them to stay in control of their care while getting the support they need.

Supported accounts offer a range of advantages:

  • Support with finances: If an individual finds it hard to manage the financial side of direct payments, like paying Personal Assistants (PAs) or handling invoices, a supported account can help by taking care of these tasks
  • Lack of capacity: If an individual doesn’t have the mental capacity to make decisions about their care or manage the money involved, a supported account can be set up. A trusted person or organisation can then manage the funds on their behalf
  • A step towards independence: A supported account can be a useful stepping stone for individuals who wants to manage their direct payments on their own in the future. A supported account provides individuals with time to build confidence and learn how to manage their care budget
  • Temporary support: Supported accounts can also be used for a short time, for example, while an individual is learning how to manage their direct payment, until a suitable person is found and trained to help
  • Specific needs: Some people with complex care needs or unique situations may benefit from a supported account to make sure their direct payments are used in the best way

How a supported account works

Instead of the direct payments being paid directly to the individual, the funds are transferred into an account managed by a third party, the Virtual Wallet. This secure platform simplifies the management of direct payments by allowing users to view transactions, approve payments, and manage their budget in line with their support plan.

This organisation handles finances, such as:

The person receiving the direct payments still makes the decisions about their support and how the money is used.

The Virtual Wallet can also offer advice and guidance to help the person gain the skills and confidence to manage their direct payments independently in the future.

Accrued direct payments

If you have accrued direct payments in your Virtual Wallet, or if your circumstances change and you're considering additional support beyond your assessed needs; you should speak with a member of your adult social care team before using any accrued direct payments.

Accrued direct payments can remain in your Virtual Wallet and may be used for future care and support needs, as long as they are agreed and clearly documented within your support plan.

If any accrued amounts exceed what’s outlined in your plan, the County Council may reclaim the surplus, but you will be notified before any action is taken.

Annual reviews

An allocated worker or a member of the direct payment finance team will review the support plan every year and request to see all supporting financial documents relating to your direct payment expenditure.

These checks are part of the County Council’s audit process to ensure that public funds are used appropriately and in line with the agreed support plan. Keeping paperwork organised will help make this process as smooth as possible.

Support with direct payments

If you have any questions about direct payments or require further information, contact the Direct Payment Support Service (DPSS).

The DPSS can not assist with setting up direct payments. To enquire about setting up a direct payment, make a request to the adults' social care team.

Direct Payment Support Service (DPSS)