We want you to know exactly what kind of service you can expect from the Direct Payment 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.

We aim to:

  • Answer phone calls within five rings
  • Answer phone calls in a polite and courteous manner, taking responsibility for the call
  • Deal with all correspondence within ten working days
  • Contact you within two working days to arrange a visit
  • Visit you within five working days, depending on your availability

Customer Charter

Our statistics

Between January 2014 - January 2015, we answered an average of 98.85% of phone calls were answered within 10 seconds.


Complaints feedback

The Direct Payments Team received 2 complaints between Jan 2014 – Jan 2015.


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 Direct Payments staff lack knowledge of the difficulties facing parents of children with disabilities”

We have arranged for all our DP officers to work closely with the Children’s team to gain a better insight into different circumstances, job shadow children’s social workers and learn about the types of short breaks and activities offered to children in and out of the borough.

Home Visit feedback

2015 stats

Contact us

Direct Payments Team
Merton Civic Centre
London Road

Email: Directpaymentsduty@merton.gov.uk
Telephone: 020-8545-3632