Delays in invoicing for home care and housing services: clients have a three-month interest-free payment period

The wellbeing services county is continuously working to clear the invoicing backlog, but some of the delayed invoices are not expected to be processed for several more months.

“We sincerely apologise to our clients for the inconvenience and for the fact that it will still take some time to resolve the situation. We are doing everything we can to resolve the invoicing problems as soon as possible,” says Tommi Kuukka, Director of Digital Services at the Western Uusimaa Wellbeing Services County.

The delays are due to a change in the client and patient information system, which has disrupted invoice delivery and slowed down the correction of incorrect invoices. The system change has also increased the number of line items shown on invoices, making some invoices more difficult to read.

The delays do not affect all clients, and some invoices have been sent on schedule. Rent invoices for housing services have also been sent as usual.

The Western Uusimaa Wellbeing Services County began the phased rollout of its shared client and patient information system in March 2026.

There is no need to contact us about a missing invoice

If a client receiving home care or housing services has not received an invoice, there is no need to contact the wellbeing services county. All missing invoices will be sent as soon as possible.

Because of the delay, a client may receive an invoice that includes charges for several months. The charges may also be divided between several invoices, in which case the client may receive more than one invoice for the same month.

Delayed invoices automatically come with a three-month interest-free payment period. Clients will not incur any additional costs or be subject to debt collection measures as a result of delays caused by the wellbeing services county.

If a client needs more than three months to pay or wishes to arrange an instalment plan, they can contact Sarastia customer service. The invoice can also be paid in instalments before the due date.

Guidance for clients

If you have not received an invoice: You do not need to contact the wellbeing services county. The missing invoice will be sent as soon as possible.

If you need more flexibility in paying an invoice: Contact Sarastia customer service by calling 020 6399 400 on weekdays between 9:00 and 13:00. Delayed invoices automatically come with a three-month interest-free payment period.

If there is an error or anything else is unclear: Contact the Western Uusimaa Wellbeing Services County’s customer service by calling 029 151 2000 on weekdays from 8:00 to 16:00 or online through the Lunna digital service platform.

If the invoice concerns a deceased relative or someone else close to you: The wellbeing services county will automatically take this information into account when issuing invoices. If you have questions about the contents of the invoice or the invoicing matters of the deceased person, contact the wellbeing services county’s customer service by calling 029 151 2000 on weekdays from 8:00 to 16:00 or online through the Lunna digital service platform.

The wellbeing services county publishes weekly updates on the invoicing situation on its website at https://www.luvn.fi/en/date-information-on-invoicing

Information about possible invoicing delays was published on the website in March and May in connection with the introduction of the client and patient information system. A letter about the situation was also sent to clients during the summer. The wellbeing services county’s personnel have also been informed about the invoicing situation.

Further information: https://www.luvn.fi/en/date-information-on-invoicing