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Direct payments: our service to you

We want you to know exactly what kind of service you can expect from the Direct Payments Team. We have therefore produced a Customer Charter. In this charter, you will find our targets to achieve excellent customer service, and how we will meet them.

Customer Charter

We aim to:

  • Answer phone calls within five rings in a polite and courteous manner, taking responsibility for the call.
  • Acknowledge all letters and emails within two days of receipt. If we cannot answer your query at this time, we will inform you of this and explain when we will be able to give you a full response.  
  • Contact you within five working days on receipt of your request to arrange a visit depending on your availability.
  • Once you have signed the direct payment agreement, we will aim to have your first payment with you within two weeks of all necessary documentation being received and signed by the Council.

Home visits

One of our Direct Payment Support Officers will visit you at home to complete your sign-up for direct payments as part of our service. Our Support Officers have a wealth of experience and will talk you through the process to make this as easy as possible for you. You can also contact us after you have started to receive direct payments if you require any further assistance or have any queries.


We value any comments you may have about the service you have received from the Direct Payments Team and you can provide us with your feedback at the contact details below.

You said, we did

"Employing Personal Assistants is very complex"

We have developed a PA Finder database for you. The database is designed to assist customers to find their own personal assistants. This gives the customer more choice and control over who they interview for the position. The database also features a lot of handy links on how to start the process, information you need to know as an employer, training for your PA, as well as lists of care agencies, payroll and cleaning companies. The database can be found at the following link:

Personal Assistants (PAs)

Contact us

Direct Payments Team
Merton Civic Centre
London Road