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Make a payment for your care

You may need to pay a contribution towards your care and support costs.  How much you need to pay will have been calculated when we completed your financial assessment. This amount will have been outlined in the letter we sent you.

We will send you an invoice.

copy of draft invoice

Below is some information on how to pay your invoice.

You can pay in the following ways:
  • Direct Debit
  • Bank Credit
  • Debit & Credit Card
  • Post Office
  • By Post
Before you pay you will need
  • The Invoice number.
  • Name shown on the invoice.
  • A credit or debit card (we accept all cards except American Express, Diners Card and Electron.)

Direct debit

Paying by Direct Debit is the easiest way to pay your care contribution costs. A Direct Debit is a monthly payment which is automatically taken from your bank account.

What information will you need to complete the Direct Debit mandate form?
  • your 6-digit Customer number given by Darlington Borough Council (shown on your invoice, beginning with a D) 
  • your name, address and contact details.
  • the name(s) on the account (if more than one signatory is required for your bank account a PDF document is available to print and complete) 
  • your bank account number
  • the branch sort code of your bank or building society (see your debit card or banking app)
  • the name and address of the bank or building society.

If you would like someone to assist you in completing this form, please contact Xentrall on 01642 528385.

If you are receiving a care bill and would like to pay by Direct Debit 

How the process works and timescales 

  • complete the direct debit mandate to instruct your bank or building society to pay by Direct Debit
  • if there are any problems with your form, we will let you know.
  • you will be notified of the amounts to be debited at least 10 days before the first payment date.
  • if you have any queries about the direct debit scheme, contact council Xentrall on 01642 528385
  • For residential care the payments will be due on the 1st of every month, please note that residential invoices are usually for a four-weekly period, over a financial year there are 13 four-weekly periods, usually around July we will take 2 payments.
  • For non-residential care payments are every 4 weeks.
  • you can cancel a Direct Debit at any time by contacting your bank, you can sometimes do this through your online banking.

Direct Debit guarantee 

  • the Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
  • If you request us to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
  • if an error is made in the payment of your Direct Debit, by us or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
  • if you receive a refund that you are not entitled to, you must pay it back when we ask you to.
  • you can cancel a Direct Debit at any time by simply contacting your bank or building society.
    • written confirmation may be required.
    • please also notify us.

Further information

  • if you fail to keep up with repayments or cancel your Direct Debit mandate, you will still be liable to pay any remaining outstanding balance.
  • many banks will contact you if a payment has failed, so you have time to put the funds into your account.
  • if balances remain unpaid our debt collection team will write to you to notify of any unpaid balances, advising how to make the repayments.
  • if no repayment is made, we will refer any outstanding balance to either a debt collection agency or our Legal Team,
  • if you are having any problems meeting the agreed Direct Debit Payment Plan, please contact the debt recovery team on 01325 406425 or e-mail [email protected].

You can also pay your care contribution costs by online transfer from your online banking account. 

To do this you will need to set Darlington Borough Council as a Payee by using the following information: 

  • Sort Code: 30 84 43
  • Account Number: 34640868

Once you have set us up as a Payee you will need to manually transfer the amount stated on your invoice each month and using your invoice number or customer number as the reference. 

You will require your invoice number.

To make a payment over the phone you can call us on 0300 456 2671 with your reference and card details to hand.

We do not accept the following cards, American Express, Diners Card and Electron.

Please note this is an automated payment line therefore you will be unable to discuss any queries on this number. 

 

You can also pay your invoice via the internet at www.darlington.gov.uk/payments.

  • Select pay a bill or fine and click make a payment.
  • Select the option invoices.

You will require your invoice number.

You may pay your invoice by cash or cheque at any Post Office.

Their opening hours may vary but the majority are open during the following hours.

    • Monday to Friday - 9.00am to 5.30pm
    • Saturday – 9.00am to 12.30pm

You will need to take an invoice to the Post Office as they will need to scan the Bar Code for receipting purposes.

Payment should be made by crossed cheque payable to Darlington Borough Council.

Please write your name, address and the Invoice Number on the reverse of your cheque.

No receipts will be issued unless a stamped addressed envelope is enclosed.

Send your cheque to Xentrall Shared Services, Transactional Finance, PO Box 877, Stockton-on-Tees. TS19 1JA

Do not send any cash through the post.

Frequently asked questions

We invoice in arrears for care contribution. Arrears means we are invoicing after the period has passed, not in advance.

Invoices will show the contribution charge per week, your Non- residential and Residential invoices are every 4-week period.

Yes, you can if you have the invoice number, amount to pay and credit or debit card details to hand.

If a person hasn’t received a formal Mental Capacity Assessment, then one would be needed for finance purposes. This would need to be carried out by a GP or social worker. If you would like to request this, please contact us.

Please call us on 01325 406425 or e-mail [email protected] and provide us with details of the difficulties you are experiencing with paying your invoice.

Please call us on 01325 405118 or email [email protected] providing details of the dates and times of care calls you believe to be incorrect so we can investigate and confirm if any amendments are required.

You can also contact your allocated social worker or team to investigate why the care is not being delivered as it may mean that your care package needs to be reviewed.

Please call us on 01642 528385 or email [email protected]

Please be aware that we can only provide copy invoices to the recipient of care or individuals who they have authorised to act on their behalf.

If you need to find out about getting care, get in touch via our Adult Front Door so we can signpost you to relevant services and support.

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