Introduction of Banded Pricing for the Home Support Framework Providers

Banded pricing will be introduced for all Home Support packages with Home Support Framework Providers in North Norfolk, Norwich and South Norfolk with effect from 1 April 2018.

The rates below are based on this year’s prices and will be subject to an inflationary uplift, which will be discussed at the next Adult Social Care Committee in January 2018.

Band 1 £16.68
Band 2 £18.72
Band 3 £20.76

Please see below for details of how the banded rates will be applied (Band 1 being the darkest shade and Band 3 being the lightest). Although the map shows how banding would work in the West and the East, this will not be implemented until framework agreements are put in place.

There is a further piece of work to identify which band will apply to individual cases. You will be notified of how it affects your individual packages in due course.

A series of FAQs are available here:

A press release from Norfolk County Council can be viewed here:





Winter Business Resilience Planning: Cold Weather Alert 29 November

Most of you will already be well aware of the cold weather today.  Within Norfolk County Council we receive weather alerts from the Met Office so thought that, where possible, it might be useful to flag these official warnings to you to help you and your staff making travel and visit arrangements.

The forecast for the East of England is:

Turning cold Wednesday onward, with overnight frosts and occasional wintry showers affecting the east. Some snowfall and ice likely in places. Significant wind-chill at times in strong winds.

Here’s the link to the Met Office website:

In addition, you can sign up for weather warning directly from the Met Office if you want to make sure you receive all weather warnings:





Independent Provider Meeting – 7 December 2017 Agenda

The agenda for the next Independent Home Support Provider Meeting can be found here: IPF Agenda 07.12.17.  Thank you to those who suggested agenda items.

The meeting will be held on Thursday 7 December 2017, 13:00 – 16:00 (with Norfolk County Council colleagues joining the meeting at 14:00).

The meeting will be held at Aldiss Park, Dereham Town Football Club, Norwich Road, Dereham, NR20 3PX.  There is plenty of parking on site for attendees.

Anybody offering Home Support in Norfolk is welcome to attend.

We look forward to seeing you there.

Norfolk & Suffolk Care Support – Care Provider meeting

Norfolk & Suffolk Care Support holds a number of half-day Care Provider meetings a year which are funded by Norfolk County Council.

The next meeting takes place on:

Thursday 30 November 09:30 – 12:30


The Willow Centre, Willowcroft Way, Cringleford, Norwich, NR4 7JJ

(For Sat Nav please use NR4 7JR)

As usual there will be a range of guest speakers covering issues of interest to you as providers. The full agenda is yet to be finalised but Walter Lloyd-Smith from NSAB, Fran Woodall from Skills for Care will again be contributing.

These meetings are open to representatives of all care organisations in the county – Registered Managers, owners, training co-ordinators – whoever you feel would benefit most from attending.

To book places send an email to, call 01603 629211 or check out the website here:

Provider Portal Go Live 23 November

Today we launch the new Provider Portal for providers of home support. If you would like more information introducing you to the changes, including our online training videos, please visit our website or view previous entries on the portal published on the blog.

You are able to now access the portal using the login details that you have been sent by NCC. When you log in you will be prompted to update the password you have been provided with and then create a six digit security code. After that you will be able to access the main menu from where you can perform a variety of activities. We suggest first viewing your contract documents, adding further contacts within your organisation to access the portal and amending actuals. Once you have updated the actuals you will be able to create an invoice to submit for payment.

We envision the Provider Portal will receive a lot of traffic immediately after go live. If you experience any initial instability with the system you can report this and any other issues to our payments team on 01603 495702 and select Option 1. If we experience any widespread issues with the Provider Portal we will communicate with you by email about them and the steps we are taking to resolve them.

Winter Business Resilience Planning – Staff travel

As we approach Winter we’re encouraging you, our Home Support providers, to look at your Business Continuity Plans and check that they are fit for purpose.

Business Continuity is about protecting three main areas of your business:

  • Safeguarding people
  • Safeguarding your assets
  • Safeguarding your processes

Are your staff ready for travel in Winter weather?

If any of your staff do break down in their cars, particularly at this time of year, do they have the right kit to make a difference and keep them safe?

It’s recommended that year round car essentials should include:

  • Fully charged mobile phone and in car charger.
  • Hi-viz bib
  • Road map – in case of diversions
  • First aid kit
  • Water & non-perishable food
  • Loose change
  • Umbrella or water proof
  • Breakdown service and insurance company contact details
  • Hazard triangle

In Winter, it’s worth keeping these items in your vehicle too:

  • A coat, hat, scarf, gloves and extra warm clothing
  • A spare pair of shoes or boots
  • Shovel
  • Ice scraper and de-icer
  • Torch and batteries
  • Extra snacks (chocolate or cereal bars)
  • Extra screenwash

When the forecast is for severe weather and your staff still have to be out, then it’s good to consider packing these items too:

  • Blanket or sleeping bag
  • A flask of hot drink


Are you aware of our local gritting routes and grit bins?

With cold weather forecast for this weekend, it’s worth repeating the information about gritting routes and grit bins.

Our three hour gritting runs cover 2,081 miles of roads in Norfolk, covering commuter and major bus routes and, as far as possible, one route into all villages.  Highways England treat 143 miles of trunk roads including the A11, A12 and A47.

We cannot grit all of Norfolk’s 5,965 mile road network however, so please check our map of planned priority gritting routes for this season here:  You’ll also find more detail on this website about how and when we grit and snow plough roads in Norfolk.

We will update people on our gritting plans via local radio, Facebook and Twitter, using the hashtag #norfolkwinter.

Provider Portal – Benefits of the Portal

Norfolk County Council is replacing its current social care system CareFirst, with a number of new systems that will change how we interact with you and pay for the services that we commission. The most important of these systems for providers of care and support will be the Council’s new finance system ContrOCC and the Provider Portal. As we have outlined in these weekly updates we are now moving to ContrOCC for all our providers, and going live with the Provider Portal for all home support providers on 23 November (followed by residential providers from December and day support providers in the New Year. If you would like more information introducing you to the changes, including our online training videos, please visit our website.

The Provider Portal will be your window to the information held in ContrOCC and will offer all providers of care and support a number of benefits moving forward.

  • You will be able to view and manage your Individual Service Orders (ISOs) within the portal with the facility to download into a PDF document. For the first time all this information will be maintained in one place, giving you full access to the same documentation that Council Officers see – be it your current or historic ISOs
  • You will be able to review new ISOs and either ‘accept’ if the information is correct or ‘reject’ if you see any errors. This will eliminate delays in correcting minor errors in documentation and make more transparent what care has been commissioned
  • You will have the ability to control the access of your employees to the portal, adding and removing users as your staffing changes. With the Provider Portal you will be in a position to manage who can view and amend records, helping you to share vital information within your organisation
  • You will have the ability to maintain and edit the details the Council holds on your organisation’s address and contact details. This will help us to improve how we communicate with you, ensuring that you always receive up-to-date information
  • You will be able to view and download a lot more detailed remittance advice on the payments you receive from NCC. This advice will for the first time give you a breakdown of your payment by service user (including individual services if they receive multiple services)
  • You will also be able to communicate with multiple teams within Norfolk County Council through the portal and raise queries about care documentation, contracts and payments in one place. The portal will help us monitor messages, provide a record of queries including when they are logged and improve how we interact with each other

The Provider Portal also has a number of further benefits to providers, depending on the type of care you deliver.

  • Home Support and Day Support providers will have the ability to add details of the actual services they have delivered directly onto the system on a four weekly basis. This will give them complete control over this data and the power to create invoices within the portal that will result in prompt payment for the commissioned services provided
  • Residential Care and Supported Living will be able to review their next payment a week before processing, giving them the ability to check the details and make any amendments. This will help ensure that the Council always pays for the services provided

Overall the Provider Portal gives you more information on the care we commission, control over information on the care you provide and access to help resolve queries. All of this will result in a smoother, more transparent process from care arranging to payment for the services provided.