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Payroll Services FAQS

We know that every minute you are trying to contact us is time taken away from your job and therefore we have devised some FAQs to assist you with some responses.

We have a full range of FAQS which relate specifically to your employer which can be found on our Payroll Portal.

However below is some generic information you may find useful.

A feedback form is available under our Contact us page.

Please visit your Trust Specific FAQ page on our Payroll Portal to review scheduled pay dates. All salary payments are paid direct into a bank account.

In order to gain access to our Portal you need to submit your registration, you will then be sent your log in details by our team.

Any issues in obtaining access can be raised by emailing:

Payslips are available electronically using the Employee Self Services (ESS) functionality within the National NHS Payroll System. Please liaise with your employer for further information. Once you have activated this functionality you will be able to download the MyESR app to view on a mobile device.

All overtime and enhancements (unsocial hours payments) are paid a month in arrears, for example if you work a Saturday shift in June you will not receive the payment for this until July. If you have any queries regarding your overtime or enhancements you should contact your manager in the first instance who will assist you in resolving the query.

If you have contacted your manager and your rostering team and they have advised all information has been sent, please raise a query with ELFS.

Please see your internal employers expenses policy to advise how you can be set up on the expenses system and information on what and how to claim.

Your Bank Account details can be amended through accessing MyESR or via ESR self-service.

This can be accessed via and then click Login, then click ‘Forgot/Request Username’, add your organisation email address and your Date of Birth, this will then send you a link to set your own password and access the system

Please can you contact your Workforce Department regarding any amendments to your personal details ie surname, address. If you employer uses self-service you will then be advised on how to access.

In the first instance, please can you raise this with the Recruitment Department at your organisation to establish if you have been set up on the system.

Your assignment number can be found on your payslip in the top left-hand corner. If you have not yet been paid, your line manager may be able to assist.

Some things are sadly out of our control, like tax codes provided by HMRC.
You will need to contact HMRC personally on their helpline 0300 200 3300 and quote your trust tax reference as shown on our payroll Portal FAQs. Alternatively, you could register for a personal tax account so you can check your records and manage your details on-line with HMRC. The link to do this is

Unfortunately, in line with HMRC regulations we are unable to provide a duplicate P45. However, all information is automatically interfaced to HMRC. For any further queries regarding your tax code you will need to contact HMRC directly on their helpline 0300 200 3300.

We will automatically assess your eligibility to join the NHS Pension scheme, more information about the scheme can be accessed through the NHS website The contact number for the employee helpline at NHS Pensions is 0300 3301 346

Annual Pension Benefit Statements can be obtained from the NHS Total Reward Statement portal. Please use the link below, or access via ESR self-service:

The Interactive guides above are available at:

Further information on Total Reward Statements can be found in the employee section of the TRS information website at:

Please visit this website for all information regarding leaving the NHS Pension Scheme

Leaving or taking a break from the scheme | NHSBSA

From the Opting out section print off and complete the Application to leave the NHS Pension Scheme (SD502) form. If you have less than 2 years in the pension scheme and haven’t reached normal pension age, then you may be able to apply for a refund. To apply- print off and complete the Application to leave the NHS Pension Scheme (SD502) and an Application for a refund of pension contributions (RF12) from the Refund section. Please sure that you read all information when making this decision.

Pension contributions are based on your actual annual pensionable pay.

Details of the contribution rates can be found on this link Cost of being in the Scheme | NHSBSA.

The easiest way to contact us is via the Payroll Portal which allows you to raise and track enquires 24/7. Its secure, flexible and easy to use.  This can be done by registering to initially gain access and then logging on with your selected password.

Alternatively you will find contact emails and telephone numbers for your organisation on our Payroll Portal FAQs If you do need to request a call back, then please click on the link below and we will endeavour to get back in touch with you as soon as possible.

Please click here to  Request a call back

We will shortly be making our Payroll Portal available to all our clients as the primary way to contact us. The benefits of this portal will be:-

  • Providing employees with access to key information.
  • Allowing employees to self-register queries, whilst providing FAQs and articles which may instantly resolve their queries.
  • Providing employees with live updates on the status of any queries they have raised.
  • Allowing employees to view a history of queries which they have raised.
  • Provide a separate route for the delivery of queries (employees) and work requests (HR).

By using the portal, this will enable queries to be responded to in a quicker timescale and provide you with more information which may resolve your queries.

We will be further enhancing the Payroll Portal with new information, videos and links to further improve your access to information. Should you wish to provide any feedback on how we can improve the portal, please email us on

Payroll Portal

If your Trust is now live on the Payroll Portal, please can we ask that you use this functionality as the prime method to contact us. In the meantime whilst we roll out across our client base, the alternative contact methods are:-  Client Specific Contacts

Please note that our telephone lines are open between the hours of 08:00 – 18:00