Croydon Direct Payments FAQs
About the Service
What support does KCIL provide in Croydon?
KCIL operates Croydon’s Direct Payment Support Service, offering a one-stop shop for support in managing your Direct Payment.
Who is the service for?
The Croydon Direct Payment Support Service is for adults who receive Direct Payments from Croydon Council’s Adult Social Care Service.
Do I need to live in Croydon to access the service?
You need to receive Direct Payments from Croydon Council’s Adult Social Care Service.
If you are new to Direct Payments, your social worker will refer you to KCIL, and we will be in touch to introduce ourselves.
If you are already receiving Direct Payments, you can access the service by calling 020 8546 9603 or emailing [email protected].
Is there a waiting list?
For new referrals, a member of the Croydon team will be in touch with the resident within two working days of KCIL receiving the completed referral.
Direct Payments & Support Planning
What if I’m new to Direct Payments and don’t know where to start?
KCIL’s friendly team are here to support you. Whether you would like to use your Direct Payment to access a service, use an agency or employ a PA, we’re here for advice and support every step of the way.
Do you support people recruiting Personal Assistants (PAs)?
KCIL has a dedicated recruiter on the Croydon team to help you advertise for, interview and hire your PA.
Can you help with payroll and timesheets?
KCIL can work with your payroll company of choice, or you can choose to use KCIL’s payroll service.
Can you help with budgeting?
The KCIL team can help you work out how to manage your Direct Payment, from working out how much to pay your PA, to making sure you have enough money to pay for all the services you need.
How do I access my Direct Payment?
KCIL will open a bank account for your Direct Payment with Zempler Bank.
If you have a self-managed Direct Payment account, you will access your Direct Payment money through the Zempler Bank app on your phone or computer.
If you have a managed Direct Payment account, KCIL will support you in paying for your PA or services through the Money Carer Portal.
What is the difference between a self-managed and managed Direct Payment?
With a self-managed Direct Payment, you or a trusted family member or friend makes payments for the services you use through the Zempler app.
With a managed Direct Payment, KCIL supports you in managing your Direct Payment and makes payments for the services you use on your behalf.
Does my Direct Payment bank account come with a bank card?
Your Direct Payment bank account does not come with a bank card. If your support plan allows you to make purchases with your Direct Payment, please make the purchase using your personal bank account. You can then pay yourself back through either the Zempler Bank app (for self-managed accounts) or the Money Carer Portal (for managed accounts). It is important to remember to keep all the receipts and invoices for items and services paid for through your Direct Payment in a safe place.
If you are unsure what you can use your Direct Payment for, please get in touch with the KCIL team or your social worker.
Personal Assistants
Do you provide training for PAs?
KCIL receives funding from Skills for Care to run PA training courses between September and March. Courses range from First Aid to Adult Safeguarding, Manual Handling, and more.
What happens if my PA is sick or on holiday?
If your PA is sick or on holiday, please get in touch with the KCIL team to discuss your cover options. If you know that your PA is going to be away on holiday or has some planned medical leave, please let the KCIL team know as soon as you can to allow time to find cover.
Assessments & Reviews
Can you attend local authority reviews with me?
With permission from your social worker a member of the KCIL team can attend your review with you.
Costs and Funding
Does it cost anything to use the service?
Our service is free to adults in receipt of Direct Payments from Croydon council.
Contact and Appointments
How do I get in touch with the Croydon team?
You can contact the team on 020 8546 9603 or email [email protected]. We offer regular drop-ins and house visits where needed. For more information, please contact the team.
Do I need to book an appointment?
KCIL is open Monday to Friday, 9 am to 5 pm (excluding bank holidays). You can ring and speak to a member of our team at any time during our opening hours. If you would like to arrange a specific time to talk to our team, please call us on 020 8546 9603 or email [email protected].
Can you support me remotely by video as well as in person?
The KCIL team is happy to meet you via video call. Please let us know if you would like us to schedule a video call, and we will arrange a suitable time slot.
My family member or I need the support of an interpreter when we talk to KCIL Can you arrange an interpreter?
Certainly! Please let us know in advance, and we can book an appointment to talk to you with the support of an interpreter.
Other Support
Can family members or carers attend appointments with me?
Family members or carers are welcome to attend appointments and meetings.
Problems & Issues
What do I do if I’m unhappy with my current PA or service?
Please contact the KCIL team at 020 8546 9603 or [email protected], and we will be happy to assist you in resolving the issue.
Who should I contact if I have an urgent issue with my care or support plan?
Please get in touch with the KCIL team on 020 8546 9603 or [email protected].
