Coronavirus common questions

CORONAVIRUS COMMON QUESTIONS

Coronavirus can affect lots of customers financial situations resulting in an inability to manage their money. We’ve put some answers to commonly asked questions below that may help.

Is your contact centre operational?

Yes, we are operating as normal and making sure we follow the Government guidelines to ensure our staff are safe. During these challenging times, our call wait times may be longer than usual so please bear with us.

You can manage your account, chat to us or make payments on our website or online through our portal here or make a payment by calling 0113 887 6876, it’s option 1 to make a payment and option 2 to speak to one of the team.

Our opening hours are the same however we will continue to review this, and if we make any changes we’ll update you here.

I’m worried that coronavirus may affect my income, what can I do?

Don’t worry, we understand. We’re here to help and will always support you when the unexpected happens. We can be flexible to meet your circumstances.

Our call centre may be a little busy at the moment, but you can register to view and manage your account online at any time. If you can’t use the online service or need to speak to someone, give us a call on 0113 887 6876, and we’ll help you find the right way forward. Payplan and StepChange have more advice and information on Coronavirus that may be useful.

I am unable to make my agreed payment.

Coronavirus could affect you in many different ways and we know you may have concerns about the knock on effect on your finances and wellbeing. We understand your situation may change, so if you’re concerned, please get in touch with us as soon as possible. The sooner you contact us the quicker we can help and work with you to put your mind at rest.

Our call centre may be a little busy due to increased demand, but you can register to manage your account online 24/7. You can also use our budget calculator to review your current financial situation.

I’m worried, its affecting my mental wellbeing.

We understand you may be feeling worried or unsettled by what’s going on in the world. There are a lot of unknowns and we are all having to change how we go about our day to day lives. You’re not alone in feeling like this and you can find lots of practical advice and support online. Samaritans and Mind are also two charities that might be useful.

We’re experts at listening and helping while you seek advice and can work with you. Don’t hesitate to contact us, using a method that suits you on our contact page either by email, webchat or phone.

I need more financial advice and support.

For financial support, free debt advice organisations like Payplan and StepChange have more advice and information on Coronavirus that may help.

I need more advice and support on Coronavirus.

For Government advice on Coronavirus click here.

For health advice click here for the NHS website.

What can I do online?

You can:

  • View your account breakdown
  • Make a payment
  • Set up a payment arrangement
  • Change your personal details
  • Contact us
  • Use our affordability calculator
  • View statements
  • Make a complaint

To login or register click here.