Update on Support at Home statement and co-payment invoices

What has happened?

We apologise that Support at Home statements have been delayed due to technical issues with our third-party client management system. This has also affected our ability to invoice customers who make co-payments.

How will this impact me?

Please be assured that this delay does not affect your services or care in any way. Your support will continue as scheduled. 

Why has this happened?

The delay is caused by system issues outside our control, and we are working closely with the provider to resolve the issues as quickly as possible. 

Next steps

We will keep you updated and send your statement as soon as the issue is fixed.

For co-payment customers only, your invoice will also be sent once the issue is resolved. If you would like to find out your current account balance, please contact your care partner.

We will keep you updated and notify you when direct debits will start again. Please be assured that we will work with you to ensure a reasonable timeframe for payments and will not automatically debit any lump sums.

Who can I talk to? 

If you would like your current Support at Home budget, please talk to your care partner who can provide this information over the phone or via email.