PayPacket Limited,
2nd Floor,
The Hub,
40 Friar Lane,
NG1 6DQ.

Company Registered in England & Wales.
Reg. No. 5592310

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Our Frequently Asked Questions (FAQ) page is designed with you in mind. From payroll intricacies to payment processes, we’ve compiled the answers to your most frequently asked questions right here.

Can’t find the answer your looking for? Don’t worry, our UK based team is here to assist you from 8:30 am to 5:00 pm, Monday to Friday. You can request a call back here.

How much holiday is my Carer entitled to?

All employed Carers are entitled to 5.6 weeks paid holiday per year – this equates to 28 days per annum for a Carer who works a five-day week and it includes bank holidays.
We help you by calculating your Carer’s holiday entitlement and keep a running total of their remaining holiday for you.

I already use a different Payroll Agent but would like to use your services, how easy it to do this?

Transferring to our service is very easy and we can make sure that the whole process happens smoothly for you and does not interrupt your Carers payment cycle. We will require some information from your existing Payroll Agent and our simple to follow forms enable us to get this directly from them and manage the whole transfer process for you.

I’m late sending in my timesheets, when will my Carer get paid?

The simple answer is as quickly as you need them to be paid. We process payrolls every week and by far the easiest solution is to process the late timesheet the following week. We know, of course, that Carers often rely on being paid on certain dates and we can make a wage payment for you quicker if you need us to, but this will incur a further small fee to cover our bank charges.

I’ve run out timesheets, how can I get some more?

Your carer can submit an electronic timesheet via our portal, which you then approve electronically. However if you prefer, call us on our freephone number 0800 848 8998 and we will send some to you by email or post.

My Carer has lost their payslips and needs duplicates for a mortgage application, can you help with this?

All carers are giving a login to our portal where they can access copies of their payslips at any time. If your carer doesn’t have internet access, they can call us and we will send copies to them by post.

My Carer is a pensioner and thinks they shouldn’t pay National Insurance, is this correct?

Yes it is. Once someone has reached State Pension age they don’t have to pay National Insurance contributions if they carry on working. Your carer will have to provide you with proof of their date of birth (for example a birth certificate or passport) which you will then need to send to us so that we can calculate their wages correctly.

My Carer is pregnant, will she get maternity pay?

Almost certainly yes – and she will be entitled to a statutory period of maternity leave as well and maternity pay replaces her normal earnings to help her take time off around the birth her baby. Whether you have to pay SMP to an expectant employee depends on how long they’ve worked for you and how much they earn. They have to provide you with evidence of when the baby is due and give you notice of when they want you to start paying their SMP.

If your employee is entitled to SMP then it is highly likely that you will need to apply for funding from HMRC; this will ensure that you have enough funds to both pay the SMP and pay another carer from your normal Direct Payment funding to cover the maternity leave. Don’t worry though, we will take care of all of this for you.

If you have any questions on statutory maternity, paternity or adoption pay then please call us on 0800 848 8998.

My Carer is sick, are they entitled to Statutory Sick Pay?

Almost certainly yes. There are certain conditions that your carer must meet in order to qualify for SSP and they will have to provide you with a note from their doctor if they are off work for more than a week. All you need to do is notify us of the days when they were sick and unable to attend work on their timesheet and we will do the rest for you.

Most Councils allow for an element of SSP payout in the ‘contingency’ fund that accumulates through the year and a few fund ‘enhanced’ sick pay for carers.

Call us on 0800 848 8998 if you have any questions or need our help.


Call our
0800 848 8998

Our dedicated UK based team are here and ready to assist you from 8.30am – 5.00pm, Monday to Friday.

We answer over 1,000 calls every week. Our aim is to always to answer your call in three rings. If you prefer to communicate by email, rest assured we will respond to you within a 24-hour window.
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