Frequently Asked Questions
Use this section to get answers on the four steps to getting help, how charities work and what it's like to ask for help from charities.
How to make enquiries and applications online
How can turn2us help me access funds if I'm in financial need?
There are hundreds of organisations that can give you help that will make a real difference in your life.
What could they do for me or my family?
You could get a regular amount of money paid into your bank account each month to help with bills. You can also apply for help to buy a specific item you need, like a new fridge or a washing machine. Some charities can help you with getting your house repaired or by giving you a special piece of disability equipment. The listings on turn2us will tell you what each organisation does and who they are able to help.
There are four steps to getting help online: find a charity, register, send an enquiry and complete an application.
Before funds are released to you, we will require proof of your identity.
How do I find a charity?
Step One to getting help though is to select an organisation from the database that you think may be able to help you. To do this you will need to find out if you are eligible for their help and if they offer the kind of support you need.
Do I need to have a connection to the charity that would make me eligible for their help?
In most cases, charities are set up to help groups of people who have something in common. This can be based on where they live, in what industry or occupation they have worked or if they have an illness or disability that means they need extra support.
It’s worth bearing in mind that you may be eligible for support because you have been a dependent of the type of person the fund was set up to look after. So, a charity that helps members of the armed forces may also look after a soldier’s partner or ex-partner or his or her children if they need help later in life.
What does 'open to all' mean?
Take a look at the categories and browse to get a feel for what groups of people each charity looks after. You will notice that some charities are ‘open to all’. For ‘open to all’, the only qualification is usually just the fact that you need financial help.
You may also type a key word into the search box. This could be what you actually need, like a washing machine or regular support, or it can be something related to the occupation or industry with which you have a connection yourself or through your immediate family.
If you ask for help with a specific item, you will discover the list of charities that may help contains some that won’t be able to help you. This is because although they may be able to help with the cost of a new fridge, the charity may have been established to help people from a particular industry and not one with which you have a connection.
How do I register so I can send an enquiry?
Step Two to getting help is to register on turn2us so you can complete an enquiry form. You will be able to send it off to a charity on the database and find out if you are eligible for their support. They also tell you if they can help with your particular request. Later you’ll be able to look in your ‘My turn2us’ account to track the enquiry and look at emails you’ve sent and received. You don’t need to give us your home email address either – you will have your own email account @turn2us.
Registering is easy – all you need to do is create a user name and a password. Then, when you come back to turn2us and go to My turn2us and login, you can:
- find a charity
- complete the enquiry form
- give us feed back on the site
All the information you supply is secure and held in the strictest confidence. Your details will not be shared with anyone unless you allow it. This may happen if two organisations work together. Also, we won’t ask you for information unless we really have to have it in order to help you get what you need.
How do I apply online?
Step Three is to complete the online enquiry form. All the information you supply is secure and held in the strictest confidence. Your details will not be shared with anyone unless you allow it. Also, we won’t ask you for information unless we really have to have it in order to help you get what you need.
You can only apply online for help after you have submitted an enquiry. The organisation should reply to your enquiry within a week and will send you an email telling you that:
- they may be able to help, but they need more information
- they are not able to help you and why
- they would like to invite you to apply formally
Step Four is to apply formally. If you are asked to apply, you will have to fill in a full application form. The email you receive should contain a link to the form so you can begin to complete it straight away.
The application process itself may be quite detailed and it will take you a while to complete it, but - it will be time very well spent if it means you will start to get the help you need.
The form has guidance notes outlining what information you may need to refer to such as bank statements and your doctor’s name and address. You can stop, save the application form, and come back to it later whenever you like.
You can view your saved application at any time in your My turn2us account. If you need to submit an application form to another charity, all the data will be saved and carried over to the new application.
If you need any help completing the form, you can check our frequently asked questions section. If necessary, you can send an email to the charity to which you are applying. If you give them your telephone number they may be able to ring you back and answer your questions quickly and easily.
The list of charities on turn2us is growing all the time. If you don’t find what you are looking for today, you may be able to in a few months time.
Don’t forget to make sure you are getting all the welfare benefit you are entitled to – see the benefits calculator on the home page and the resources section.
Getting in touch with a charity direct
You don't have to make an enquiry online and some charities will want you to apply direct to them rather than using the turn2us enquiry and application process.
You can make contact with charities on turn2us by clicking through to their websites or calling them – usually during office hours. Some charities wish to receive applications through their own channels. See the details on their turn2us listing to find out more. You may be able to download and print forms to complete and send back. Or ask the charity to send their applicatin form to you to complete and post back.
Asking for help
Most of us find it difficult to ask for help. We seem to think we should be able to cope with everything that comes our way. It’s little wonder that by the time people do ask for help, they’re often at rock bottom.
The good news is: you don’t have to struggle on alone. There are lots of wonderful organisations out there who want to help you. Not all organisations cover everything or help everyone. You just need to find the right one for you and turn2us can help you find it.
Applying will take time and it can be a tough process. For instance you may qualify for government benefits, but getting what you are entitled to isn’t always straightforward. However it is worth persevering. And we know that because people have told us. You can read their stories in the Success Stories section.
Questions, questions …You will be asked lots of questions but only to make sure you get exactly what you need. For instance, you might qualify for support because of your spouse, or even former spouse’s, professional, the industry in which they worked or condition. This is because many funds help people from a specific occupational group AND their dependents – and you may well be one of those dependents.
No doubt you’ll have lots of questions of your own – most people do. And because most people want to know the same things, we’ve listed the most frequently asked questions below.
What most people ask about getting help
I’m embarrassed to ask for help: won’t people treat me as a failure?
That’s the last thing any organisation on turn2Us will do. They’re there to help you not to judge you.
Does the application process take a long time?
This may vary but six weeks is normal.
Why does it take so long?
The person dealing with your case needs to get in touch with several government bodies, including your local authority. This is to confirm the benefits you are receiving and the amount of council tax you pay. Then your case will probably have to go in front of a committee that may only meet once a month.
It will also depend on the information on your application form. Contacting people to get missing information takes time.
The more information you give, such as occupations, copies of benefit letters, copy bank statements, copy passports if needed, - the quicker your application will be dealt with.
Will I be asked a lot of personal questions about my circumstances?
The organisation you apply to will need to know your background. The information you give to them is confidential. It may seem that you are being asked a lot of questions but this is to make sure you get the right level, and type of support.
What kind of help can I get?
This will vary. Some organisations make a regular allowance. This won’t be a huge sum but it will help to ease your financial worries. It will mean that you can eat properly and pay your utility bills for instance. Some people use it to make sure their children are properly fed, warm, clothed and have toys to play with.
I’ve heard that some organisations make one off grants on top of the regular allowance. Is this true and what are they for?
Yes. Some organisations call these extra needs gifts. They can be used to buy or replace a piece of household equipment such as a washing machine. Some people put them towards computers to open up opportunities for themselves or simply to keep in touch. Others use the grants to buy things for their children to make sure they have a normal, happy childhood.
What happens if a pipe in my home bursts or I have a problem with my roof? I couldn’t afford repairs. Are there organisations that help in this situation?
If you are already receiving help from an organisation it is likely they will pay for household repairs on top of the regular grant. This also applies to any aids and adaptations you may need if you have or develop a disability.
Will any organisations pay for holidays?
Unfortunately, most organisations won’t pay for you to go on holiday. However, the regular grants and one off payments take the pressure off other expenses. This may make it possible for you to afford a holiday.
I have several debts including credit card bills. Is there a charity that will pay these for me?
No. Charities do not settle debts for beneficiaries. However, you will find other types of help and support for things like household repairs. This is money you will not have to find so you can focus on managing the finances you can’t defer.