We want you to know the 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 then, 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 of 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 us

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.

These officers have a wealth of experience and will talk you through the process to make this as easy as possible for you.

Civic Centre appointments

One of our direct payment support officers can help you complete your sign-up for direct payments through a pre-arranged appointment at the civic centre as an alternative to a home visit.

The time of your appointment must be agreed in advance with your allocated direct payment support officer to ensure staff availability.

You can also receive and return the completed documents by post or email if this is more convenient for you.

Your comments

We value any comments you may have about the service you have received from the Direct Payments Team. You can also send us feedback using the contact details below:

Email: directpaymentsduty@merton.gov.uk

Telephone: 020 8545 3415