Coronavirus (COVID-19) Updates

Financial help

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Spring hardship payment

Applications for the Spring Hardship Payment  are now closed.


Advice services

Many local advice services are no longer doing face-to-face appointments or home visits until further notice. Advice and assistance will still be offered via telephone. Visit our financial advice page within the wellbeing section for a list of organisations that can help.

Free impartial advice and support for people experiencing issues with benefits and money can also be found on the EA Money website.

Local authority benefits

Self-isolation grant payments

This £500 grant is now available to everyone on a low income required to self isolate as a result of the coronavirus (COVID-19). 

Find out more and how to apply on the self-isolation support grant page.

Council tax

Council Tax bills for 2020/21 were issued and we know that there will be individuals and families who have been impacted by the COVID-19 emergency and who now see a reduction in their income.

If you are in this position, you may qualify for a Council Tax Reduction which can reduce the amount of Council Tax you need to pay.

Council Tax Reduction online form 

Please complete the online application form and provide evidence of your current household income and we can also backdate Council Tax Reduction for a period of time.

We will be sympathetic to individual circumstances and we can arrange to defer or reduce payments for a while if this would be helpful. In addition, we will not be pursuing legal action against people who cannot pay as a result of this emergency.

As you will appreciate, our phone lines are very busy with people who need immediate help with food, medicines and care at home among many other emergencies, so please email us at giving details of what your issue is and we will get back to you as soon as we can.

Council tax reduction earnings limit increased

The Scottish Government have increased the earnings disregard limit for Council Tax Reduction to take account of temporary increase in working tax credit basic element. This will see the weekly earnings disregard increase by £20 to £37.10 per week for the 2020/21 tax year, coming into effect from 6 April 2020 and ceasing on 4 April 2021.

Scottish Welfare Fund

Given the government’s recent announcement for people to stay at home we have changed the way we process Scottish Welfare Fund applications.

We strongly advise those customers applying for a Scottish Welfare Fund grant to use the online application form rather than making a telephone application. Completing the form online will mean that we can process your application faster.

Given the pressure on the service we ask that you do not phone the Scottish Welfare Fund telephone number. 

The Scottish Government have meantime relaxed the three applications in a year rule for the Scottish Welfare Fund during the Coronavirus outbreak as this period is considered to be exceptional circumstances’ in which additional applications can be considered.

Housing benefit

The Department for Work and Pensions (DWP) have announced the following changes to Housing Benefit calculations for those employees affected by the COVID-19 outbreak:

  • the rate of the additional earnings disregard is increased from £17.10 to £37.10, with effect from 6 April 2020 to 4 April 2021, to take into account the temporary increase in the basic element of working tax credit (WTC)

  • increases to the basic element of WTC will be applied to claims in batches over a 35 day period from 9 April 2020, which will result in the increase from 6 April 2020 being paid as arrears, which will be treated as capital and can be disregarded for 52 weeks

  • claimants who have been furloughed, or whose hours have been reduced temporarily, will continue to be entitled to WTC as they will be treated as still working their normal hours for eight weeks after which entitlement will be reviewed. This means they will also continue to be entitled to the additional earnings disregard for the same period.

Tenants hardship loan fund

The Scottish Government, has launched a new Tenant Hardship Loan scheme for tenants who are experiencing difficulties paying their rent because of the impacts of COVID-19.

Although you will still need to pay your rent, there is help and support available from a variety of sources. You can find general guidance on Coronavirus (COVID-19) on the Scottish Government's website:

What is the loan for?

The loan is interest free and offers short-term support for tenants who:

  • have the right to reside within in the UK
  • were not in rent arrears before 1 January 2020

You can use the loan scheme funding to:

  • clear rent arrears that have arisen since 1 January 2020 and/or
  • pay a maximum of three months future rent payments.

You can apply for a loan to cover rent payments as per your tenancy agreement for up to nine months in total.

However, you cannot apply for more than three months of future rent payments. Loan repayments will be deferred for six months following payment of the loan, with the loan being repaid in 60 monthly instalments. The loan can be fully repaid at any point.

Registering a birth/child benefit

HMRC has announced that parents of newborns can claim child benefit without registering the child's birth while General Register Offices are closed as a result of the coronavirus (COVID-19) outbreak.

Setting out the new measure today, HMRC says that, while first time parents will need to fill in Child Benefit Claim form CH2 and send it to the Child Benefit Office, they should add a note to the claim if they have been unable to register the birth because of COVID-19.

HMRC also advises that, if people are already in receipt of child benefit, they can complete the form or add their new-born’s details over the phone on 0300 200 3100.

Social security benefits and news

People presently in receipt of benefits

Special arrangements will be in place for people in receipt of benefits who cannot attend reassessments or jobcentre appointments because they are required to stay at home or are infected by coronavirus:

  • Claimants who cannot attend a reassessment for Personal Independence Payment (PIP), Employment and Support Allowance (ESA) or Universal Credit will continue to receive their payments while their assessment is rearranged
  • People who need to claim ESA or Universal Credit because of coronavirus will not be required to produce a Fit Note
  • When claimants advise Jobcentres in good time that they are staying at home or that they have been diagnosed with coronavirus, they will not be sanctioned. The Jobcentre will review their conditionality requirements in their claimant commitment, to ensure they are reasonable.
  • Claimants who are staying at home as a result of coronavirus will have their mandatory work search and work availability requirements removed to account for a period of sickness

People who require to make a new claim for benefits

People who are required to stay at home or are infected by coronavirus may need financial support, and quickly:

  • Those affected by coronavirus will be able to apply for Universal Credit and can receive an advance without physically attending a Jobcentre.
  • Until 12 May 2021, the seven waiting days for Employment and Support Allowance for new claimants suffering from coronavirus or required to stay at home will not apply, so it will be payable from day one. However anyone required to make a claim for Universal Credit will still have to serve a five week waiting period before they receive their first payment
  • Anyone required to make a claim for Universal Credit will still have to serve a five week waiting period before they receive their first payment

Prisoners on temporary release

Individuals on temporary release from prison can access means-tested benefits, including Housing Benefit, during the period of that release if their release is due to the coronavirus outbreak.

Universal credit

From 6 April the government is increasing the standard allowance of Universal Credit and the basic element in Working Tax Credits for one year. Both will increase by £20 per week on top of planned annual uprating. This will apply to all new and existing Universal Credit claimants and to existing Working Tax Credit claimants.

This means that for a single Universal Credit claimant (aged 25 or over), the standard allowance will increase from £317.82 to £409.89 per month.

If you are in work and already claiming Universal Credit, and are staying at home on government advice, you should report this in the usual way via your online journal. If this means you are working fewer hours, the amount of Universal Credit you receive will adjust as your earnings change.

The Minimum Income Floor (MIF) for self-employed Universal Credit (UC) claimants will remain suspended until the end of April 2021. This means that self-employed people will continue to receive financial support from UC based on their current actual earnings.

If you need to make a claim for Universal Credit, visit the GOV.UK website.

People who are deaf can access help with their Universal Credit claim via an online video relay service on the GOV.UK website.

If you are unsure whether you will qualify for Universal Credit, please contact our Universal Credit Support Team:

They can offer one to one telephone support in making a claim and can assist with debt advice or any aspect of Universal Credit.

Please be aware that if you are currently in receipt of tax credits, a claim for universal credit will automatically end your entitlement to tax credits even if you are not entitled to universal credit. The UK Government are currently looking to see what they can do to help claimants who have lost their entitlement to Tax Credits as a result of claiming Universal Credit and are now worse off as a result.

New style employment and support allowance

People should apply for New Style Employment and Support Allowance  (ESA) where they are not already claiming Universal Credit. For full guidance and to apply online please visit the GOV.UK website.

When a New Style Employment and Support Allowance claim is taken over the phone the DWP will verify a person’s identity at the same time. Claimants do not need to complete a form. 

Carer's allowance

From 3 April 2020, the Scottish Government have changed regulations that now allow a temporary adjustment to entitlement rules to Carer’s Allowance. This change allows carers to retain their entitlement if they have a temporary break in caring as a result of isolation due to, or infection or contamination with, coronavirus of either the carer or the person cared for.

The regulations also disapply the normal requirement to have provided care over a certain number of weeks in order to continue to qualify for carer’s allowance during a break in care.

Both changes will last for a period of eight months.

Meanwhile the DWP have confirmed that providing emotional support rather than just more traditional forms of care to a disabled person will also now count towards the Carer’s Allowance threshold of 35 hours of care a week.

Carer's Allowance Supplement (CAS)

The Scottish Government introduced the CAS as an additional financial support for Carers last year.

It is given twice a year to those in receipt of Carer's Allowance as a temporary top-up until full delivery of the benefit is taken over from the Department for Work and Pensions. An additional payment was made in the summer 2020 in recognition of the issues and additional caring responsibilities involved surrounding COVID-19.

The payment rate in 2020/21 is £230.10. The payment was made on 18 December 2020.

Department for Work and Pensions (DWP) face to face interviews 

Face-to-face assessments for all sickness and disability benefits are temporarily suspended and assessments will now be undertaken over the phone. Clients MUST attend these telephone appointments otherwise your benefits may be stopped unless you can provide a good cause for not attending the appointment. 

This affects claimants of Personal Independence Payment (PIP), those on Employment and Support Allowance (ESA) and some on Universal Credit, and recipients of Industrial Injuries Disablement Benefit.

Meanwhile some people currently in receipt of disability benefits such as PIP may have the period of their entitlement extended under an easement process from the DWP as a result of Covid-19. Anyone to whom this applies will receive their notice of the extension by early 2021. 

Business, employees and self-employed

Employees and self-employed

To make sure people in work can take the necessary time off to stay at home if they are suffering from coronavirus or to prevent its spread, changes have been made to Statutory Sick Pay and how Universal Credit supports self-employed claimants.

  • People who cannot work due to coronavirus and are eligible for Statutory Sick Pay will get it from day one, rather than from the fourth day of their illness. This measure to apply retrospectively from 13 March 2020.
  • Statutory Sick Pay will be payable to people who are staying at home on government advice, not just those who are infected, this measure will apply from 13 March. Employers are urged to use their discretion about what evidence, if any, they ask for.
  • If employees need to provide evidence to their employer that they need to stay at home due to coronavirus, they will be able to get it from NHS 111 online instead of having to get a Fit Note from their doctor. This is currently under development and will be made available soon.
  • Self-employed claimants on Universal Credit who are required to stay at home or are ill as a result of coronavirus will not have a Minimum Income Floor (an assumed level of income) applied for a period of time while affected.
  • Access to work scheme - those working from home or in the workplace with a disability will benefit from extra help, thanks to an extension of the Access to Work scheme, including support for special equipment, travel costs and mental health. You can find out more about Access to Work on the GOV.UK website with braille and easy read versions available.

Statutory sick pay

To ensure businesses are supported to deal with the temporary economic impacts of an outbreak of coronavirus, employers with fewer than 250 employees will be able to reclaim Statutory Sick Pay for employees unable to work because of coronavirus. This refund will be for up to two weeks per employee. Further assistance has been given in the recent UK Government budget including:

  • this refund will cover up to two weeks SSP per eligible employee who has been off work because of COVID-19
  • employers with fewer than 250 employees will be eligible - the size of an employer will be determined by the number of people they employed as of 28 February 2020
  • employers will be able to reclaim expenditure for any employee who has claimed SSP (according to the new eligibility criteria) as a result of COVID-19
  • employers should maintain records of staff absences and payments of SSP, but employees will not need to provide a GP fit note
  • eligible period for the scheme will commence the day after the regulations on the extension of Statutory Sick Pay to those staying at home comes into force
  • The government will work with employers over the coming months to set up the repayment mechanism for employers as soon as possible
  • You can reclaim up to £95.85 a week for each employee
  • You cannot reclaim SSP if your employee is off sick for any other reason

Those considered incapable of work due to the coronavirus has been extended to include people who are shielding as a result of public health guidance defining them as extremely vulnerable and at very high risk of severe illness from coronavirus because of an underlying health condition.

From 26 May, employers who:

  • on 28 February 2020, had fewer than 250 employees enrolled in all PAYE schemes operated by the employer; and
  • on 31 December 2019, was not already in difficulty for State aid purposes

can apply to HMRC for a refund of SSP where:

  • that employee’s period of incapacity for work is related to coronavirus; and
  • the first day of incapacity for work in that period falls on or after 13 March 2020.

You must pay your employee from the first ‘qualifying day’ they’re off work. The date will depend on why they’re off work.

Employers must pay on or after one of the following dates:

  • 13 March 2020 - if they or someone they live with has symptoms or has tested positive for coronavirus
  • 16 April 2020 - if your employee is shielding
  • 28 May 2020 - if your employee has been notified by the NHS or public health authorities that they’ve come into contact with someone with coronavirus
  • 6 July 2020 - if someone in their support bubble (or extended household in Scotland or Wales) has symptoms or has tested positive for coronavirus
  • 26 August 2020 - if your employee has been advised by a doctor or healthcare professional to self-isolate before going into hospital for surgery

Coronavirus job retention scheme

This scheme applies to employees who have been furloughed as a result of the Coronavirus with the UK Government guaranteeing that every furlough worker will receive a minimum of 80% of their monthly salary for hours not worked, up to a maximum of £2500.00 per month.

The scheme has been extended until the 30 April 2021.

Your employer may pay the additional 20% of your salary during this time but there is no requirement for them to do so.

In the case of part-time working, the furlough payment will be made in respect of hours not worked, and the monthly cap will be proportional to hours not worked.

Please note, should you during this period apply for any of the following benefits, your normal ‘non-furloughed’ pay will be used for the calculation of your income:

  • statutory maternity pay
  • statutory adoption pay
  • statutory paternity pay
  • statutory shared parental pay
  • statutory parental bereavement pay
  • maternity allowance

Meanwhile, anyone receiving tax credits will continue to receive their usual entitlement and are not required to notify HMRC of a change in their income.

Furloughed employees who are then made redundant will receive redundancy pay based on their normal wage, under new laws brought in 30 July 2020.

The government is introducing a new Job Retention Bonus to provide additional support to employers who keep on their furloughed employees in meaningful employment, after the government’s Coronavirus Job Retention Scheme ends on 31 October 2020.

The Job Retention Bonus is a one-off payment to employers of £1,000 for every employee who they previously claimed for under the scheme, and who remains continuously employed through to 31 January 2021.

To meet the minimum income threshold you must pay your employee a total of at least £1,560 (gross) throughout the tax months:

  • 6 November to 5 December 2020
  • 6 December 2020 to 5 January 2021
  • 6 January to 5 February 2021

Employers will be able to claim the Job Retention Bonus after they have filed PAYE. 

The Job Retention Bonus will no longer be paid in February as the Coronavirus Job Retention Scheme has been extended until the end of March 2021. You can claim between 15 February 2021 and 31 March 2021.

Financial assistance for the self-employed

Newly self-employed hardship fund

The Scottish Government launched a Newly Self-Employed Hardship Fund in April 2020 to support those self-employed workers who do not qualify for the UK Government's Self-Employed Income Support Scheme primarily because they became self-employed in the 2019/20 tax year. The scheme opened for applications at the end of April with the first payment of a £2,000 grant made in early May 2020.

This scheme has followed on to offer a one-off £4,000 payment for those whose status as being newly self-employed makes them ineligible for the UK Government’s Coronavirus (COVID-19) Self-employment Income Support Scheme. If you received funding in the first round you are still able to apply for support.

The deadline for applications is 5pm on 16 March 2021.

Watch a video on Scottish Enterprise's YouTube channel for  guidance on how to fill out the application form.

Self-employed income support scheme (SEISS)

Claims for the third SEISS have now closed as the last date to claim was 29 January 2021. Details about the fourth grant will be announced on 3 March 2021.

This scheme provides support for people who receive the majority of their income from self-employment and earn less than £50,000 per annum.  Self-Employment Income Support Scheme (SEISS) will be increased, with the third grant covering November to January calculated at 80% of average trading profits, up to a maximum of £7,500. Payments will also be made more quickly with the claims window being brought forward 30 November.

The payment will be made in a lump sum and is taxable.

The payment will be calculated on a self-employed persons average monthly profit/earnings. If you have been self-employed and only submitted tax returns over the past one or two years, then the entitlement will be calculated on an average of those figures.

If you have only recently commenced self-employment and not yet submitted a tax return to HMRC, you will be ineligible for the grant and will have to make a claim for Universal Credit.

HMRC will contact all those who are eligible and invite them to claim for the payment. Meanwhile anyone receiving tax credits will continue to receive their usual entitlement and are not required to notify HMRC of a change in their income.

Small business grant

The Scottish Government previously announced a grant of at least £3,000 available to small businesses affected by the economic downturn. Whilst full details are awaited, it is specifically designed for business in sectors worst affected by the economic downturn due to the coronavirus.

The closing date for small business grant applications was Friday 10 July 2020 and are no longer being considered.

The Coronavirus Business Interruption Loan Scheme (CBILS) provides financial support to smaller businesses affected by coronavirus (COVID-19). The scheme helps small and medium-sized businesses to access loans and other kinds of finance up to £5 million. The government guarantees 80% of the finance to the lender and pays interest and any fees for the first 12 months.

The scheme is open until 31 March 2021.

The Bounce Back Loan Scheme (BBLS) enables smaller businesses to access finance more quickly during the coronavirus outbreak.

From May, the UK Government launched this loan scheme directed at small to medium businesses who may borrow interest free, sums from £2,000 - £50,000. The government will cover all interest charges for the first year,after 12 months the interest rate will be 2.5% a year.

Latest news updates

Scottish child payment

The Scottish Government opened for advance applications for a new benefit, Scottish Child Payment. This has now come into force from 15 February 2021 with the first payment due at the end of February.

The payment of £10 per week for every eligible child under the age of six will be paid four weekly and will not be treated as an income for any other income related benefit. The age range will be increased in stages to children aged under 16 by December 2022.

To qualify, parents or guardians will need to be in receipt of the following benefits:

  • Child Tax Credit
  • Income Support
  • Pension Credit
  • Working Tax Credit
  • Universal Credit
  • Income-based Jobseeker’s Allowance (JSA)
  • Income-related Employment and Support Allowance (ESA)

To make an application call the freephone helpline on 0800 182 2222, by post or apply online on the Scottish Government website 

Social security timescales in Scotland have been extended where a delay is as a result of the COVID-19 outbreak. As a result any:

  • late applications for assistance through any of the devolved benefits will be accepted where the lateness is due to coronavirus. In addition, the amendments allow for a late application to be accepted and considered where a person has passed the age limit for assistance, and would otherwise lose their entitlement to assistance, where the application could not be made earlier due to coronavirus.
  • reasons relating to coronavirus will be accepted as 'good reasons' for extending the time limit for redeterminations and appeals by one year.
  • the timescale for Social Security Scotland to complete redeterminations is extended by nine weeks on top of the current 16 working days.

These changes will be in force at least until 30 September 2020.

In addition the Scottish Government has temporarily changed eligibility for a number of social security benefits if a claim could not be made due to the disruption caused by the coronavirus.

  • Best Start Grant: If someone does not get any other benefits, they normally need to be under 18 to be eligible for Best Start Grant but they can now apply after they turned 18.
  • Pregnancy and baby payment: A baby normally needs to be under six months old for a parent to be eligible for Pregnancy and Baby Payment but applications may be considered after this age.
  • Early Learning Payment: A child normally needs to be between two and three years six months for a parent or carer to be eligible for Early Learning Payment. If they could not apply before then an application will still be considered.
  • School Age Payment: Applications for families that have a child that was born between 1 March 2015 and 29 February 2016. Families/carers who have deferred their child’s entry to school from August 2020 to August 2021, should still apply before the closing date 28 February 2021.
  • Funeral Support Payment: If a person could not apply for Funeral Support Payment within six months of the funeral taking place an application will still be considered.
  • Young Carer Grant: A young carer normally needs to be under 19 years old but an application after their 19th birthday will still be considered.
  • Job Start Payment: From 17 August, young people age 16-24 (age 16-25 for care leavers) on qualifying benefits who have been offered paid employment with minimum set hours after being out of paid employment for a qualifying period. A one-off payment to assist with costs of restarting work.

Self isolation support grant

The Scottish Government has announced the extension of its Self-Isolation Support Grant to new groups.

The change will mean that the grant - which provides £500 for low-income workers who have been told to self-isolate and who would face financial hardship as a result - will also be available from 7 December 2020 to parents whose children are required to self-isolate, and people who have not yet claimed universal credit but are eligible.

NB - currently, parents or carers of children under 16 who are asked to self-isolate, but who are not required to self-isolate themselves, are not eligible for the grant, and those entitled because of low income need to be in receipt of universal credit or other benefits.

Find out more about the self isolation grant and how to apply.

Housing and energy costs


The Scottish Government has announced a temporary, six-week ban on the enforcement of evictions from rented properties. This will prevent eviction orders being brought between 11 December 2020 and 22 January 2021

Thereafter, the Scottish Government have confirmed tenants with rent arrears due to coronavirus will not face being evicted from their homes as a result of the coronavirus outbreak. The ban applies to all tenants in rented accommodation whether they be in private rented or social housing sector.

The Scottish Federation of Housing Associations has also confirmed that no tenant will be evicted during this crisis and will apply up to the end of March 2021. However any rent arrears accrued will be required to be paid to the landlord

Council tenants

If your income suffers as a result of coronavirus (COVID-19), please be assured that whatever happens, your tenancy will not be affected. W​e can help you, whatever your financial circumstances. We can look at deferring your rent payments or reduced payments until your income stabilises. Contact your local Neighbourhood Coach on 01563 554400 to discuss your individual financial circumstances. All calls are treated in confidence.  

Home owners

Until 31 October, people with mortgages who are in financial difficulty as a result of the coronavirus will be offered at least a three month mortgage holiday. You should contact your mortgage lender directly for more information.

Private rental

From April, Local Housing Allowance rates were increased to the 30th percentile of market rents. This applies to all private renters who are new or existing Universal Credit housing element claimants, and to existing Housing Benefit claimants.

The Scottish Government have announced a £5m loan fund to help small private landlords with five properties or less whose tenants are unable to pay their rent due to the coronavirus.

Help with fuel/energy costs

The government have agreed new emergency measures with energy companies to ensure the domestic supply of those most in need during the current coronavirus pandemic.

With immediate effect customers with pre-payment meters who may not be able to add credit to their meter can speak to their supplier about options to keep them supplied. This will benefit over four million customers.

This could include:

  • nominating a third party for credit top ups
  • having a discretionary fund added to their credit, or
  • being sent a pre-loaded top up card so that their supply is not interrupted

Any customer in financial difficulties will also be supported by their supplier, which could include debt repayments and bill payments being reassessed, reduced or paused where necessary, while disconnection of credit meters will be completely suspended.

Read more about  government measures with energy industry to support vulnerable people through COVID-19 on the GOV.UK website.

The Warm Home Discount provides a £140 rebate on electricity bills to customers who get the Guarantee Credit element of Pension Credit and are a named account holder with a participating energy supplier.

Most eligible customers will receive the Warm Home Discount automatically from their energy supplier, but those who have received a letter advising them to contact the Helpline to claim the rebate, must call by 26 February 2021 (telephone 0800 917 1003).

Rebates may also be available for recipients of certain other benefits, direct from energy suppliers.

For full details of eligibility and how to claim visit GOV.UK.

Student hardship funds

The Scottish Government have a further package of financial support, £20 million, to help students facing hardship as a result of the coronavirus (COVID-19) outbreak. A further £10 million allocated to universities/colleges for lost income relating to rent rebates.

Extra cash will be available to any university and college students now struggling as a result of COVID-19, including those attending private institutions.

The package includes an additional £5 million for Scotland’s Higher Education (HE) Discretionary Fund which university and college students will be able to apply for directly to their own institutions. 

Find out more about extra hardship payments for students on the Student Information Scotland website.

Banking and finance


Most banks are offering support to people worried and affected by the coronavirus. They are highlighting the support they may be able to give due to financial impact may be caused by:

  • delay in income
  • reduction in income/increase expenditure
  • unexpected loss of income
  • serious change in circumstance

The Financial Conduct Authority have also introduced temporary measures for banks to assist customers who are finding it difficult to manage their finances. These measures include:

  • A temporary payment freeze on loans and credit cards where consumers face difficulties with their finances as a result of coronavirus (COVID-19), for up to three months
  • Ensure that for customers who have been hit financially by coronavirus (COVID-19) and already have an arranged overdraft on their main personal current account, up to £500 will be charged at zero interest for up to three months
  • Require banks and other financial companies to make sure that all overdraft customers are no worse off on price when compared to the prices they were charged before the recent overdraft changes came into force
  • Ensure consumers using any of these temporary measures should not have their credit rating affected because of this

These measures cover all regulated assistance including guarantor loans, logbook loans, home collected credit, a loan issued by Community Development Finance Institution and some loans issued by credit unions, but only where these are regulated.

If you are experiencing financial problems as a result of the impact of coronavirus, please contact your bank directly.

Post office card account

For information on your Post Office Card Account please visit the Post Office website.

Access to your cash instead of card or online banking

Those who are shielding or vulnerable citizens who need access to their cash can take advantage of the Post Office extending two schemes they administer, Payout Now and Fast PACE.

Anyone requiring this service should contact their bank, building society or credit union to see if they are participating in this service to allow them to access their account through their local Post Office with assistance from a friend, family member, carer or support worker.

Payout now

Payout Now is a voucher based product sent by SMS text, email or post to self-isolating customer who can share it with a trusted individual to withdraw cash on their behalf.

In order to take advantage of this service offered by Post Office, a customer needs to:

  • Contact their bank, building society or credit union who will be able to issue a barcode voucher to their customer
  • The one time use barcode voucher will be issued for a nominated amount and will be sent to the customer via SMS text, email or post
  • The barcode voucher can be exchanged in a Post Office branch on their behalf by a family member, friend, carer or volunteer for cash


Fast PACE is a service that allows a customer to arrange for a trusted individual to collect the cheque from them, cash it at Post Office, and return with the cash.

In order to take advantage of this service offered by Post Office, a customer needs to:

  • Contact their bank and inform them that they want to withdraw cash using the Fast Track Cheque Encashment service.
  • The bank will then inform the Post Office of the maximum cheque amount they are allowed to cash.
  • The customer can arrange for any family member, friend, carer or volunteer to collect the cheque from them. They complete the cheque as normal, payable to ‘The Post Office’, print the name on the back of the cheque of the third party collecting it for them and sign that side too.
  • That person then presents the cheque with their own ID such as bank card or driving license. They can do this at the Post Office or any other Post Office that is open. They then take the cash back to the individual who is self-isolating whilst following safe social distancing guidelines.
  • The Fast PACE service also means that if a helper has bought supplies for someone self-isolating, they can be reimbursed immediately by simply presenting the customer’s cheque at any Post Office.

Funding alerts

View our  latest funding alerts where funds are being made available to charities and communities groups affected by or working to deal with coronavirus (COVID-19). 

Food provision

Visit the food in our communities page for help and advice.

Contact Information

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