Policies and complaints

Find out what laws and policies determine who we provide care for, how we provide it and what to do if something goes wrong.

Market sustainability and fair cost of care

We are required to complete a fair cost of care exercise to reach a shared understanding with providers of the often complex local cost of providing care.  We also must produce a 3-year market sustainability plan detailing our move towards a fair cost of care (where this is not already being paid).

Our ambition is for as many providers to engage in this exercise as possible. This is your opportunity to put across the actual costs of delivering care in Croydon. We would encourage any provider, regardless of whether they contract with us or not, to participate in the exercise.

We will look to identify the lower, median and upper quartile costs in the local area for the following care categories:

  • 65+ care homes 
    • standard residential care 
    • residential care for enhanced needs 
    • standard nursing care 
    • nursing care for enhanced needs 
  • 18+ domiciliary care 

The funds being made available to us are designed to support: 

  • preparation of our markets for reform, including the further commencement of Section 18(3) of the Care Act 2014 in October 2023
  • moving towards paying providers a fair cost of care

The Department of Health and Social Care (DHSC) consider ‘fair’ to mean the median actual operating costs for providing care in the local area (following completion of the exercise). ‘Fair’ also means what is sustainable for the local market.

Please direct queries, comments, or requests for more information, to: faircostofcare@croydon.gov.uk.

Domiciliary care 

Submissions for the domiciliary care fair cost of care exercise have now ended. However, if your organisation would still like to be included, please complete the tool, and send it to faircostofcare@croydon.gov.uk.

We encourage all providers to read the following guidance on the Cost of Care toolkit, or to watch the walkthrough videos.

Please base your submission on your current costs. This should represent your actual costs of delivery, rather than desired or future costs.

Providers are welcome to submit supporting evidence as part of their submission, such as recent annual accounts.

National Support

Contact the national helpdesk (for technical queries): support@costofcaretoolkit.co.uk

A regularly updated FAQ and other support materials, such as instructional videos, are available on the Cost of Care toolkit website. 

Contact the CHIP team for general questions relating to policy or process of the exercise: marketsandcommissioning@local.gov.uk

Local Support

Please email faircostofcare@croydon.gov.uk for a link to our virtual drop-in sessions, the last of which ran on 07 June 2022.

Residential care 

Providers are encouraged to register their interest for the care home toolkit and follow the step-by-step guide to access the Fair Cost of Care tool.

Registering also provides access to support material, demo recordings, and instructional videos.

Bed-based care providers should register and complete the toolkit by 10am on 18 July 2022. 

National Support

For technical queries about the toolkit or to provide feedback on the tool, please contact: carecubed@iese.org.uk

The Care Provider Alliance are hosting two online sessions of the national tools and will answer any questions you may have.

The meetings will be held using Microsoft Teams and can be accessed on desktop computers, tablets, and smart phones.

The sessions are:

Support helpdesks

Contact the Department of Health and Social Care for clarification about the policy, guidance or funding conditions: marketsreform@dhsc.gov.uk.

Contact the Care Provider Alliance for confidential support and guidance available to care providers and their colleagues: FCC@careprovideralliance.org.uk

Further information

You can find more information about the government's plans for social care reform on the following GOV.UK websites:

People at the Heart of Care: adult social care reform white paper

Market Sustainability and Fair Cost of Care Fund 2022 to 2023: guidance