Information for care providers

We recognise the impact COVID-19  may be having and will continue to have on care  providers. We have put in place adjustments to commercial arrangements, and are offering financial support, to help you remain financially resilient during the COVID-19 outbreak.

The support will give care providers a secure cash flow for the next three months so you can manage the impact of higher workforce absence rates due to self-isolation, sickness and family caring responsibilities, and can continue to deliver care to people across Southend-on-Sea.

Support is available to domiciliary care providers and residential care homes. We hope this provides you with the reassurance that we will do everything in our power to support you during this difficult time. We thank you for your support and services for our most vulnerable people.

Residential care homes

Ensuring sufficient capacity from care providers is essential at this time. We recognise that this will be made more difficult in the coming weeks as you are likely to experience increased staff absences during the outbreak due to illness, self-isolation and caring responsibilities.

We want to show our support in helping mitigate this and therefore we are proposing an offer of financial support that will help you to support staff and provide safe care for residents living in your care facility.

We will be making the following key adjustments to our commercial arrangements with you:

  1. We will help to ensure you have secure cash flow during the coming months and are not financially disadvantaged by staff absenteeism. Over the next 3 months we will pay you an additional 10% based on the value of the scheduled payment we will have made to you.
  2. We encourage you to collaborate between care providers, the voluntary sector, individuals and other organisations to ensure our most vulnerable residents are safe and appropriately cared for.
  3. We will not be carrying out our PAMMS contract monitoring visits.

Please do not hesitate to contact the Contracts Team on [email protected] if your service experiences financial difficulties.
We hope in making these changes to our commercial arrangements that this will give you the security to continue to support the needs of the people in your care.

Domiciliary care

  1. From the week beginning 23rd March 2020 we will pay for total commissioned hours where the total care hours delivered is equal to or greater than 75% of all hours commissioned. You do not need to submit invoices or adjust your data for this. How we will calculate this payment is detailed on the attached appendix.
  2. For non-essential calls, and where it has been agreed that alternative temporary methods of checking on individual’s welfare (via telephone for instance) are put in place due to staff absence, then we will also make payment for these at commissioned time.
  3. We will trust care providers to take a risk-based decision in unforeseen circumstances for each person during this period and you can do so without the need to complete and receive authority upfront. The Care Broker team would need to be advised of your actions to ensure payment is made.
  4. We are asking you to continue to use timesheets. This will identify the amount of time you are spending with individuals and will allow us to pay you efficiently and continue to accurately charge people receiving your support.
  5. We appreciate that you are being notified by Family members that they have decided not to continue with service during the current situation. Please see the appendix on how to record this.
  6. We do ask that you bring your invoicing as up to date as possible. This will ensure our payment in kind is reflective and supports any further assistance, as well as allowing us to review and adjust were appropriate your payment in kind. If for whatever reason, you are unable to submit your invoices in a timely manner, please contact us so we can discuss making an emergency payment to you based on the data we hold, thus supporting your cash flow position.
  7. We encourage you to collaborate between care providers, the voluntary sector, individuals and other organisations to ensure our most vulnerable residents are safe and appropriately cared for.
  8. Reporting of Key Performance Indicators (KPIs) will be relaxed for contract monitoring purposes.


These arrangements were put in place on 23 March 2020 and will run for at least three months. The Council will review the situation as it develops and continue to communicate with care providers to manage pressures on care provision.

Page last updated: 16/04/2020