1. Why credits matter
One credit = one carer’s admin fee (normally £33) paid on their behalf.
Having credits in your account lets carers you refer request a break without reaching for their wallet – which means faster bookings and happier carers.
2. The three layers of credits
Level | Lives where | Typical actions |
Group credits | Group dashboard (optional – only if you manage multiple CP organisations) | Buy ▶ distribute to CPs |
CP credits | Your Community Partner account | Buy ▶ assign to carers (manually or automatically) |
Personal credits | Carer’s Breaks Hub | Spend ▶ submits break request |
Tip: Once credits flow down a level they can’t be pulled back up, so only pass on what you’re ready to give.
3. Costs & invoicing
£33 per credit – no VAT.
You’ll receive an invoice within one working day of each purchase request.
Credits land in your balance automatically once the invoice is paid.
4. Buying CP credits
Go to Credits → Buy more credits.
Enter the quantity and billing details.
Click Request invoice.
You’ll get a confirmation email and the invoice goes to your finance team.
5. Ways to assign credits to carers
A. Manual assignment (one-off or small batches)
Credits → Assign manually
Search for carer(s) by name or email.
Choose number of credits (usually 1).
Add an optional note → Send
Carer and you both receive a confirmation email.
*Once the credit has been manually assigned, it becomes personal to the carer and is non-transferable. If a break booked using this credit is later cancelled, the carer will have 12 months to use the credit for a new request. After this period, the credit will expire.
B. Automatic assignment (set-and-forget)
Credits → Automatic assignment
Toggle ON Give 1 credit automatically…
Pick the filters you want (all must be true):
First-time credit – only carers who’ve never had one from you.
No break this year – filters out recent travellers.
Joined after – keep it for newer sign-ups.
Save changes.
We’ll add the credit as soon as an eligible carer submits a break request.*
*If your balance hits 0, automatic giving pauses and you’ll get an email reminder.
6. Checking balance & history
Balance card – big number at the top of the Credits page.
Low-credit warning appears when you drop below three.
Credit activity timeline shows every purchase (+), assignment (↓) and carer spend (📤).
Filter by Added / Assigned / Spent / Expired or search by name.
7. Common questions
Question | Answer |
Do credits expire? | No – they stay in your account until used. |
Can I revoke a credit from a carer? | Not right now. If it’s urgent, contact support and we’ll see what’s possible. |
What happens if a carer cancels? | The credit goes back to your CP balance automatically. |
Can carers see how many credits they have? | Yes – it’s shown in their Breaks Hub dashboard. |
Can I assign more than one credit to the same carer? | Absolutely. Just repeat the assignment (or raise the quantity to 2+). |
8. Troubleshooting
Problem | Quick fix |
Automatic assignment paused | Buy more credits → balance updates instantly after payment. |
Invoice hasn’t arrived | Check spam; if missing, email ops@carefreespace.org with your PO or request ID. |
Carer can’t see the credit | Ask them to refresh the Breaks Hub or log out/in; if still missing, contact support. |
Made a mistake in quantity | Reply to your confirmation email as soon as possible – Ops can adjust before invoicing. |
9. Glossary
Term | Meaning |
Credit | Covers a single £33 booking admin fee. |
Group | An umbrella body overseeing multiple CP organisations. |
CP (Community Partner) | Your organisation – refers carers to Carefree. |
Personal credit | A credit that already sits in an individual carer’s account. |
Breaks Hub | The booking portal carers use to choose their hotel break. |
Need more help?
Reach out to our Customer Operations Team at hello@carefreespace.org