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Finance

Frequently asked questions

Banking

Can I have your bank account details?

Hampshire County Council has several different bank accounts, to enable us to advise the correct details raise a query in Customer Self Service.

Your account number is 0000000000. Is that correct?

Yes. As HCC is a large organisation we have our own unique sort code therefore the bank account number can be entered as 00000000. It is a head office collection account. The sort code connected to the account is 62-28-49.

Why has money been debited from my account by Hampshire County Council?

If the payment has been taken by Direct Debit locate the reference on your bank statement and refer to the table below. If your reference is not in the table log on to Hantsweb and raise and online query form in the customer self service section.

If you wish to query your direct debit please use the contact numbers in the table below.

  • SHHG


    Sir Harold Hillier Gardens


    Annual Membership Fee


    01794 369316


  • BWC


    Trading Standards


    Buy With Confidence Directory Membership


    01962 833620


  • AAC


    Ashcroft Arts Centre



    01329 235161


  • ADM


    Andover Museum



    0845 603 5635


  • AMM


    Aldershot Military Museum



    0845 603 5635


  • BSC


    Basingstoke Library



    0845 603 5631


  • BWM


    Bursledon Windmill



    0845 603 5635


  • BX


    Brighton Hill School


    Gym Membership


    01256 350606


  • CAA


    Calshot Activities Centre



    023 8089 2077


  • CAB


    Calshot Activities Centre



    023 8089 2077


  • CAS


    Calshot Activities Centre



    023 8089 2077


  • CD


    Crestwood School


    Gym Membership


    023 80641232


  • ELM


    Eastleigh Museum



    0845 603 5635


  • ENS


    Music Service



    023 8065 2037


  • FAC


    Forest Arts Centre



    01425 612393


  • FHL


    Fareham Library



    01329 284902


  • GDC


    Gosport Library



    02392 523463


  • GHW


    Great Hall



    01962 846476


  • HRO


    Hampshire Records Office



    01962 846154


  • LCP


    Lepe Country Park


    Membership


    023 8089 9108


  • MANF


    Manor Farm


    Membership


    01489 787055


  • MANFPP


    Manor Farm


    Membership


    01489 787055


  • MFP


    Manor Farm


    Membership


    01489 787055


  • MLM


    Milestones Museum


    Membership


    01256 477766


  • QEP


    Queen Elizabeth Country Park


    Membership


    023 9259 5040


  • RRV


    Rockbourne Roman Villa



    01725 518541


  • RVP


    Royal Victoria Country Park



    023 8045 5157


  • SCP


    Staunton Country Park


    Membership


    023 9245 3405


  • STA


    Staunton Country Park


    Membership


    023 92 453405


  • THP


    Haven House


    Titchfield Haven Nature Reserve


    01329 662145


  • WC


    Wavell School


    Gym Membership


    01252 341256


  • WDC


    Winchester Discovery Centre



    0845 603 5631


  • WEC


    West End Arts Centre



    01252 408040


  • WLV


    Waterlooville Library



    0845 603 5631


  • WMB


    Willis Museum



    0845 603 5635


  • WWM


    Westbury Manor Museum



    01329 822063


  • YS


    Yateley School



    01252 879222


If the reference on your bank statement is ‘Hampshire County Council Internet Payment’ the payment may be for one of the following:

  • School Lunches
  • School Trips
  • Tickets to an event at Arts Centre/Library
  • Nationality Checking Service
  • Copy birth/marriage/death certificate
  • Culture All Passport
  • BBQ Hire at Country Park

To query a payment taken from your account raise a query in Customer Self Service.

What have I set up a Direct Debit for?

What is the reference on your bank statement? Refer to Direct Debit Table above.

I am expecting a payment, has it been received?

If payment is being made for an invoice please run the Invoices Paid/Outstanding Report to establish whether it has been paid or not.

If payment is due to be credited to codes please run the budget monitoring report to check whether the payment has been credited.

I am expecting a payment, how do I let you know?

Please send all of the below details to remittances@hants.gov.uk

  • How is the payment being made? BACS/Cheque
  • When is the payment being made?
  • Who is the payment coming from?
  • Where should the payment be allocated?

Local Banking

Banking input incorrectly how do I change it?

Raise a query in Customer Self Service.

Banking input needs reversing

Raise a query in Customer Self Service.

Incorrect slip number on banking

Raise a query in Customer Self Service.

Why has money been banked to this code?

Raise a query in Customer Self Service.

Are there fees when I pay by credit card?

No. Hampshire County Council does not charge a fee for paying by credit or debit card.

Can I pay by American Express?

No, unfortunately Hampshire County Council cannot accept payment by American Express.

Which cards do you accept?

We are pleased to accept payment by:

  • Visa
  • MasterCard
  • All major debit cards
  • Electron cards

Will I receive a receipt?

A receipt will only be emailed to you if you provide an email address when you make your payment.

 

Billing

Why have I received an invoice?

Raise a query in Customer Self Service.

Can we have final invoice?

Raise a query in Customer Self Service.

Direct Debit is incorrect

Raise a query in Customer Self Service.

Can I pay by Direct Debit?

Raise a query in Customer Self Service.

What is my current situation regarding my account?

Raise a query in Customer Self Service.

Can I have an account statement?

Raise a query in Customer Self Service.

Can I have a copy of an invoice?

Request a copy invoice in Customer Self Service.

Can I have a copy of an adjustment?

Raise a query in Customer Self Service.

What is my invoice for?

If there is not enough information displayed on the invoice please raise a query with the department that raised the invoice. Contact details are shown on the invoice.

My statement is incorrect

Raise a query in Customer Self Service.

What is this aged debt outstanding?

Raise a query in Customer Self Service.

My payment isn’t showing on my invoice

Raise a query in Customer Self Service.

Can I have a post office card?

Raise a query in Customer Self Service.

 

Credit Control

Can I have a statement showing my deferred balance

Statements of accounts detailing a deferred balance are produced annually on the anniversary of when you started the scheme. However, if you require one now raise a query in Customer Self Service.

Can I pay by instalments?

Please call credit control 01962 847954

Can I delay my payment?

Please call credit control on 01962 847954

(School) I have a debt, can you chase it?

Has every effort been made to recover the debt? Have you sent letters to the debtor? If not arrange for a letter to be sent to the debtor. If the debtor is a parent have you arranged a meeting in the school office to discuss the debt? If not arrange a meeting to be held to discuss this with the parent further.

If the debt still remains outstanding and is £100 or over (as per the SLA) please send details of the debt, including any letters that have been sent, along with the codes that they money should be coded to if it is recovered, to the Credit Control Team.

 

Accounts Payable

I have received a cheque payment and it has the wrong details

Return the cheque to us with a covering letter detailing what is wrong with the cheque so that we can resolve and reissue a new payment if it is needed. In the covering letter please supply us with your bank details so that all future payment/s can be made directly into your bank account. A stop will be placed on the cheque so that it is unable to be cashed.

I have a query regarding my invoice?

Raise a query in Customer Self Service.

How do I request a copy remittance advice?

Raise a query in Customer Self Service.

I have a payment but I don’t know what it is for

Raise a query in Customer Self Service.

I have not received the payment amount I was expecting

Raise a query in Customer Self Service.

How do I check if you have received my invoice/credit note

Raise a query in Customer Self Service.

I can’t find my payments, I need some more information regarding payment

Raise a query in Customer Self Service.

I haven’t received payment for an overdue invoice

Raise a query in Customer Self Service.

How do I request a change of payment terms held with you?

Raise a query in Customer Self Service.

How do I request a change to my supplier record?

Raise a query in Customer Self Service.

How do I check my account statement with you?

Raise a query in Customer Self Service.

I have been paid twice

Raise a query in Customer Self Service.

How do I send you my invoice electronically?

Please send invoices to: VIMEnquries@hants.gov.uk

 

Purchasing

How do I get on the approved suppliers list?

Raise a query in Supplier Self Service.

How do I do business with the Council?

Raise a query in Supplier Self Service.

How do I tender a specific contract with the Council?

Contact the procurement team at procurement.support@hants.gov.uk

How do I change items I have in your catalogue?

Request a change in Supplier Self Service.

How do I get a copy of a purchase order you have sent me?

Raise a query in Supplier Self Service.

How do I check if you have received my goods?

Raise a query in Supplier Self Service.

 

Residential care

Why have I received an annual review letter and what does it mean?

Once a year the contribution of every client must be reviewed and recalculated. This is due to changes to personal allowances and upper savings limit by Government and changes in benefit rates and other income.

How do I find out if my funding/my relative's funding has been arranged yet?

Funding is agreed by Adult Services. You need to contact your Social worker who will be able to advise you on the progress of your funding application.

I am/my relative is receiving care and is now below the upper savings limit. How can I arrange funding assistance towards my/their care fees in the home?

You should contact the Adult Services Department to request a Care Needs Assessment in the first instance. Adult Services will refer you to the Financial Assessments and Benefits (FAB) team to arrange a visit to collect the information for your financial assessment once they have confirmed that you meet their eligibility criteria for Residential or Nursing care.

As a result of my financial assessment will my benefit/pension credit payments still be paid to me or go straight to Hampshire County Council?

Your benefit/pension credit will continue to be paid directly to you.

Isn't residential care free if I have less than £23,250?

Most people have to pay a contribution towards the cost of living in a care home. Even someone getting the maximum amount of help possible from Adult Services will still have to contribute towards the cost of their care. See the paying for care web pages for further information.

How is the fee I pay for residential care (my client contribution) calculated?

The rules for working out your contribution are laid down by central government in its Charging for Residential Accommodation Guide. The amount you are assessed to pay towards your care depends on your financial circumstances. For more information see paying for care web pages.

How are residential care fees paid? ie client contribution, Adult Services contribution and third party top-up if applicable?

Client contributions

There are different ways you can pay for your care in a home. If you are having a short stay in care we will invoice you for the amount we have assessed you to pay shortly after your stay.

If you are going into a care home on a permanent basis you would usually pay your charge directly to the home. However, in some cases you can arrange to make payment direct to the County Council, either by setting up a standing order or by invoice each month.

Adult Services contribution

This is paid directly to the home by Adult Services.

Third party top-ups

This should be paid directly to the home by the person responsible for paying the top-up.

Who will pay the Personal Expenses Allowance (PEA) to me?

This is not money that is paid directly to you but is the amount you are left with each week from your regular income once you have paid the assessed contribution.  

Why haven’t I received an invoice from Hampshire County Council? When can I expect to receive one?

If you are in a Hampshire County Council owned Residential Care home

Invoices are normally sent out three weeks after the end of the month in which care was given.

However if you had a new financial assessment, the invoice will be issued three weeks after the end of the month in which the assessment was finalised if this is later than the above.

If the financial assessment took place in the last week of the month, the invoice may not be issued until three weeks after the end of the following month.

If you have any concerns about not having received an invoice, you can contact the Social Services Income Team on 01962 847636.

If you are in a privately owned residential care home

If you or your client has elected to pay the residential home direct, then it is up to the home when they send out their invoices. Please check with the care home manager to find this out.

If not, then invoices are raised around the middle of the month following the month in which the care was given. These are raised on a monthly basis and can be elected to be paid by direct debit or standing order. For more information on payment methods please speak to your Social worker or details are provided on the back of your care invoices.  

If you have any concerns about not having received an invoice, you should contact Dawn Skillicorn on 01962 846980 in the Revenue Team.

Do you need to know if my financial circumstances have changed?

Yes - you have a duty to contact us and let us know of any changes

Client is not paying the Home, what do we do?

Please email res.revqueries@hants.gov.uk stating the following

  • Client full name
  • Swift number
  • Confirming the amount of contribution that they have collected in total from admission onwards
  • Confirming what actions they have already taken to try to collect the contribution.

 

Non-residential care

  1. Why have I received an annual review letter and what does it mean?

  2. WhyI have I received an annual review letter, I have not had care for over a year?

  3. How do I find out if my funding/ my relative's funding has been arranged yet?

  4. I am/my relative is receiving care and is now below the upper savings limit. How can I arrange a reassessment?

  5. As a result of my financial assessment will my benefit/pension credit payments still be paid to me or go straight to Hampshire County Council?

  6. What is the maximum contribution?

  7. Why has the assessment of my charge changed?

  8. What is the Disability related expenditure? (DRE)

  9. Why haven’t I received an invoice from Hampshire County Council? When can I expect to receive one?

  10. Do you need to know if my financial circumstances have changed?

   

1. Why have I received an annual review letter and what does it mean?

Once a year the maximum contribution of every service user must be reviewed and recalculated. This is due to changes to personal allowances by Government and changes in benefit rates.

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2. Why have I received an annual review letter, I have not had care for over a year?

This is for information only. Should your care be reinstated within the following year you will be charged either your maximum contribution (see 6 below) or the cost of your care (whichever is the lower).

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3. How do I find out if my funding/my relative's funding has been arranged yet?

The Financial Assessments and Benefits (FAB) team are unable to offer guidance on this. Your social worker should be contacted for funding related queries.

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4. I am/my relative is receiving care and is now below the upper savings limit. How can I arrange a reassessment?

If Adult services are already arranging your care please contact  the FAB team who will arrange this for you

If Adult services are not arranging your care, please contact the Adult Services department and ask for a care needs assessment to be completed. They will then refer this to the Financial Assessments and Benefits (FAB) team if a financial assessment is required

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5. As a result of my financial assessment will my benefit/pension credit payments still be paid to me or go straight to Hampshire County Council?

Your benefit/pension credit will continue to be paid directly to you.

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6. What is the maximum contribution?

If you have above the upper savings limit you will be expected to contribute towards the full cost of your care.

However if you have below the upper savings limit you will be assessed to determine the maximum you can afford to contribute towards your care. This is known as your ‘maximum contribution’. This is equivalent to 95% of the your disposable income.  

If your cost of care is less than your maximum contribution you will only pay the cost of care.

If your cost of care is higher than your maximum contribution, then Adult Services will pay the difference.   

Your disposable income is arrived at after considering all your income and outgoings. For more information on what is included in your income or outgoings please refer to page 6 of the guide Making a contribution to your personal budget for social care. Download Acrobat Reader to view this PDF 206kb

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7. Why has the assessment of my charge changed?

The assessment can change for a number of reasons, such as if there are changes to your benefits or if your income or outgoings change. We will write and tell you if this has happened with an explanation of how this has been worked out.

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8. What is the Disability Related Expenditure? (DRE)

Disability Related Expenditure (DRE) is extra expenses incurred because of frailty, illness or disability. These amounts are deducted from income when a Financial Assessment is completed.

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9. Why haven’t I received an invoice from Hampshire County Council? When can I expect to receive one?

Invoices for care at home are usually sent out three weeks after the end of the month in which care was given.

However, if you have had a new financial assessment, the invoice will be issued three weeks after the end of the month in which the assessment was finalised if this is later than the above.

If the financial assessment took place in the last week of the month, an invoice may not be issued until three weeks after the end of the following month.

If you have any concerns about not having received an invoice, you can contact the Social Services Income Team on 01962 845660

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10, Do you need to know if my financial circumstances have changed?

Yes - you have a duty to contact us and let us know of any changes

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Further information

For information including answers to frequently asked questions, please see the following Adult Services on-line guides.

For information about paying for care:

For other information about care services that support you to live at home:

For other information about residential and nursing care:

All publications

 

 

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