FAQ

Our administration fee, or “Company Margin”, remains one of the lowest in the Umbrella Payroll industry at a flat rate of £11.99 from your assignment timesheet per week. This is taken out before your tax and national insurance is deducted, therefore meaning you have a lower net cost for those deductions to be made against. *A gross income below £120 per timesheet will be at a flat rate charge of £6.99.

There are many benefits to our service beyond administering your pay, including:

• all associated income taxes and national insurance contributions being handled on your behalf
• your right to statutory employment benefits such as Sick Pay and Parental Leave Pay
• employee insurance – protecting you whilst you carry out your assignments

Employers National Insurance (or NIErs) is a statutory tax payment (used primarily to fund state benefits) that all employers must pay to HMRC for all income paid to an employee over a certain amount (£175 per week in the 2022/23 tax year). As stated above, this payment will be made by us, where applicable, from within the amount we receive from your Agency for your assignment. This is relevant to all employees, regardless of their age or personal NI status.

Your holiday pay is included in the amount your Agency pays to us from your assignment. We calculate holiday pay against statutory minimum wage rates at the equivalent of 28 days per year (including Bank and Public Holidays) for the hours you work. For day rates we convert your daily income to 7.5 hours.

By default, we retain your accrued holiday pay to be paid to you when you take a break from your assignment.

If you would like to request any holiday pay you need to call or e-mail us. We also have the facility to pay you your holiday pay as you earn it so please contact us if this is your preference.

All timesheets must be submitted through your agency and will be processed in accordance with their payroll schedules. Please direct any timesheet queries you may have towards the agency.

All of your payslips are uploaded to your online Trusthub Payroll Portal overnight after payment. If you would like your payslips emailed to you, please contact a member of the Administration Team.

Payments can take up until 6pm to clear in your bank so if it is before this time then your payment may still be on its way to you.

If this time has passed and you still haven’t received your payment, we will be able to confirm whether we have received an instruction from your Agency to pay you. We will not make any payments to you until your Agency has validated your work has been carried out and they have made the payment to us for that work. If this is the reason for the delay then we recommend you discuss this directly with your agency.

Other delays may result if you have not completed all the steps required to register as an employee with us.

Trusthub Payroll does not send payment notifications. If you would like to double check that you are down for payment, we will have the required information on the day before you expect to be paid.

This is generally the day that agencies make their payment to us and unfortunately we are unable to pay you until we have received your income from the agency. We make payments to you on the same day we receive them from your agency.

If you know that your timesheets have been authorised and you require urgent payment, we may be able to issue an advance of up to 50% of the Agency Income up to £1000 if we receive confirmation from your Agency that your work has been completed. We only process advances on a Monday with the latest request being at 4pm to be received that day. We offer 5 free of charge advances, any further requests will be at a charge of £20 each.

When you sign up with Trusthub Payroll, your P45 will tell us what your tax code will be on. If you think this is incorrect, please contact HMRC and they will automatically update your tax code.

If you have not been paid by us for 8 weeks and have no contracts pending, we will automatically issue a P45 to you. Alternatively, if you have had your final payment and would like your P45, please let us know.

If we haven’t issued you a P45 before the end of the tax year – 5th April – and you are still live on the system, then you will be issued your P60. This is uploaded straight to your Online TrustHub Payroll Portal and can be found under the ‘Payslips’ tab.

Following the change in the Legislation in April 2016, contractors are no longer able to claim for travel and/or subsistence expenses whilst carrying out an employed position.

You are still able to claim other expenses as long as they are wholly, exclusively and necessarily incurred in carrying out your assignment. For more information, please contact a member of the team and request our Expenses Policy.

Expenses will be paid to you from within the income we receive from your Agency and therefore not subject to Tax and National Insurance.

As an Employee, you have rights such as sick pay and maternity pay. To make a claim for these, please contact a member of the team or view our employee handbook which is located in the employee contract on your portal. More information can also be found on the government website HERE

All workers are automatically enrolled into our pension scheme. From the first payment made to you, there is a deferral date of 3 months, once this date has passed the pension contributions will be taken and you will then have one month to opt out if you choose to do so. Our pension provider is NEST pensions. You will be able to find more information regarding pensions when your first letter is sent after your first payment is made.

In order to change your personal details, we require proof in order to protect you against fraud.

To change your bank details, please provide us with a document from the bank or a photograph of your new bank card.

To change your home address, please provide us with a new Proof of Address Document. This can be one of the following:

• UK / EU Driving Licence – Photo Card of full “old style” paper licence (UK only)
• Council Tax Bill / Letter – less than 12 month old
• Utility Bill – less than 6 months old
• Bank / Building Society or Credit Card Statement – less than 6 months old
• Mortgage Statement – less than 12 month old
• HMRC Correspondence – less than 6 months old or in the current tax year
• Documentation from the benefits agency (must include either NI Number or DOB and be valid / in date)
• Current Local Council or Housing Association Tenancy Agreement