Invoice payment, enquiries and disputes
Hampshire County Council has a debt recovery process that it follows in cases where debt has occurred.
Disputing an invoice
If you dispute the amount on your invoice, you should let us know the nature and reason within 14 days of the date of the invoice (or final statement if chargeable care is no longer received), for the dispute to be considered.
The County Council aims to respond to the dispute within 28 days of receipt.
Any disputes received outside of the 14 day timescale would not be considered, unless there is an exceptional reason for being unable to dispute an invoice within the given timescale.
Customer Liaison Team
The Customer Liaison Team will work with you to contact internal teams and signpost if necessary to external teams. This may involve having another financial assessment or reviewing evidence of any additional disability related expenses you may have.
Where relevant, they can also signpost you to external organisations who are able to provide financial advice and support, such as:
The team will also review cases and may ask you for further detailed financial information to help decide whether a repayment plan is appropriate or if there is any risk involved to you in trying to recover the debt.
Each case involves social work practitioners and is reviewed on a case by case basis.
Instalment plans
An instalment plan may be considered and put in place by mutual agreement, with respect of ongoing charges for care and where the payment of outstanding debt cannot be paid in full.
These plans are considered on a case by case basis.
The preferred method of payment would be Direct Debit, should you have the facility to do so.
A letter will be issued detailing your agreed payment plan. If you fall behind with payments, a reminder will be issued 10 days after the due date of the instalment.
Should you default with your instalment plan on more than two occasions, the amount becomes payable in full immediately and the ability to pay by instalments is removed.
Contact Adults Health and Care to dispute an invoice
Use the online form to make an enquiry.
Write to us
You can write to the Adults Health and Care Paying for Care and Financial Assessments Team using the following address:
Adults Health and Care
Paying for Care & Financial Assessments Team,
Elizabeth II Court, The Castle,
Winchester
SO23 8UQ
Call us
If the dispute relates to a Direct Debit or payment already made, call Hampshire County Council’s central business centre: 0300 555 0223
If the dispute relates to the amount charged for care or the level of care received, call the Contact Assessment and Resolution Team (CART): 0300 555 1386