Changes to Additional Care Payments: What Providers Need to Know

We are sharing an important update from Norfolk County Council regarding changes to the payment process for additional care provision. This update affects most Residential, Nursing, and Supported Living providers.

Here is a quick breakdown of what is changing:

• Core costs – These will continue to be paid every 4 weeks and will remain based on the commissioned care package. No changes are required on your side for this element.
• Additional care costs (such as 1:1 or 2:1 support) – Providers must now actively submit these hours via the Payment Portal. Once submitted, these payments will also be made on a 4-weekly cycle, aligning with the core cost schedule.
• To avoid any disruption to your cash flow, please make sure your teams are familiar with the portal submission requirements and build this into your regular administrative processes.

Where to direct your queries

For any questions or issues relating to this new process, Norfolk County Council has asked providers to use the dedicated email address: nccportalpayments@norfolk.gov.uk

This address should be used for:

• Queries about individual care package payments
• Questions about the new process
• Issues with the Payment Portal
• Non-payment of support packages
• Retrospective claims (where NCC has been notified within 30 days of a payment error)

We would urge all affected providers to take note of these changes and ensure the right people in your organisation are aware of the new portal requirement.