We are committed to providing high quality services. If you have something to say about us, good or bad, we want to hear from you.

Excellent customer service is important to us.

We endeavour to:
Answer your phone call within five rings
Answer the phone with a friendly and polite greeting
Respond to all your letters within five working days, and emails within two working days
Contact you to arrange a home visit within two days of receiving the referral.

Between January 2014 - January 2015, we answered an average of 98.85% of phone calls within 5 rings.

Compliments and comments

If you want to pay a compliment to one of our staff or make a comment about how we might do something better, you can do so by post, fax, phone or email.

Direct Payments Team
Merton Civic Centre
London Road

Email: Directpaymentsduty@merton.gov.uk
Telephone: 020 8545 3610 or 020 8545 4150
Fax: 020 8545 4730


We welcome any compliments, comments or complaints you may have about any aspect of the Direct Payment service. We endeavour to use any feedback you may have for us to improve our service to you.

If you would like to comment or compliment any aspect of the Direct Payment Team or Financial Assessment Team, we would be happy to hear from you. Please contact us using the link below.

Complaints, compliments and comments

Contact us

Complaints Team
Merton Civic Centre
London Road

Telephone: 0208 545 3060