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Ensuring the Turn2us Helpline is "Digital First"

Update from Head of Helpline Services

helpline advisorAs we move further and further into the 21st century, telephone is no longer always the primary method of contact for our customers. As a “digital first" organisation, Turn2us is committed to increasing our channels of service. However, this can only be achieved with the support of our long-standing partners.

Over the last financial year (2015-2016), our users received over 100 million pounds through our online Benefits Calculator and Grants Search tools. Performing calculations online is the quickest method of service and is often more convenient for your customers. While carrying out a benefit calculation, online users have options to save their progress, return to finish their calculation at a later date or make changes to the calculation in the future if their circumstances change.

We would be grateful if you could, in the first instance, direct your customers to our online tools.  By doing this, you will enable our Helpline team to handle more calls from those users who are unable to use or access our online tools. 

Please take action!

If your customer has internet access please direct them to, which will take them to our page on finding benefits and grants.

We really appreciate your support with our digital first strategy and our aim to reduce calls from users who have the access and ability to use our online tools. In the coming months, our Head of Helpline Services will provide monthly statistics on helpline referrals to create visibility of referral behaviour.

If you’d like more information on our Helpline, please contact Kirsten McKenzie, Head of Helpline Services

Coronavirus Information

My child's school is closing due to the coronavirus outbreak. What can I do?

The government has announced that schools will be closing for the majority of students from 20 March 2020.

Children in the following groups will still be able to go to school if their parents choose to send them:

  • The children of key workers
  • Children receiving support from social services
  • Children with disabilities
  • Children with Education Health and Care Plans (EHCPs​)
  • Young carers

If you need to take time off work to care for your children, you should check your employment rights on the ACAS website.

What if I am well but my employer tells me not to work because of the coronavirus outbreak?

This will depend on your contract and is an employment law issue. You may be able to get advice from ACAS on this. You will not be entitled to Statutory Sick Pay (SSP).

What if I have been in contact with someone with coronavirus and don’t want to go to work and risk infecting my colleagues and customers?

You will only be able to get special help under the coronavirus rules if you are self-isolating in accordance with NHS advice. You can find the current NHS coronavirus advice on the NHS website

What if I am not getting any customers in my self-employed business because of the coronavirus?

You may be able to claim Universal Credit, but you will not be entitled to any special support because of the coronavirus outbreak. You may have the minimum income floor applied to your claim, or you may be required to look for full time-employment.

I’m on a zero-hours contract, will I get paid if I’m told to self isolate?

If you are self-isolating in accordance with NHS guidance and you usually earn at least £120 per week, you should get Statutory Sick Pay even if you are on a zero hours contract.

What if I am homeless with no income so can’t self-isolate and need funds for accommodation?

The government has not published any guidance for what you should do if you are homeless and develop coronavirus symptoms. It would be best to contact your local authority for advice. You should do so by telephone if at all possible.