Coronavirus: Vulnerable Consumers

The information on this page was last updated on 6 January 2022. 

The Winter 2021/22 Emergency Fuel Payment Scheme will provide one-off support of up to £100 worth of electricity, gas, or oil to 20,000 households across Northern Ireland which are experiencing an emergency fuel crisis during Winter 2021/22.

Click here for more information on the Winter Fuel Payment Scheme, including how to apply and the eligibility criteria. 

There are numerous food banks operating across Northern Ireland.

We are monitoring food banks in Northern Ireland and have published the most up-to-date information in the following link: 

Many of these are operated by The Trussell Trust. Their website contains further information on food banks, ways to get involved, benefits, and has an interactive map to point you in the direction of the food banks they operate. 

There is also additional information about food banks in our Advice Directory. 

Use the drop-down menus below to find out more about food deliveries. 

Do not to miss out on claiming Pension Credit you may be entitled to.

Check your eligibility for Pension Credit, using the Pension Credit Calculator or by ringing the Pension Centre on 0800 587 0892.

Having savings, a pension or owning a home are not automatic barriers to receiving the benefit and even a small award of Pension Credit can provide access to other services such as dental & optical treatment.

Find out more by visiting NI Direct.

If you are concerned about going into your post office you can nominate someone to use your card. You will need to complete a form. More information is available at www.postoffice.co.uk/post-office-card-account.

Imtac runs a website called Accessible Travel NI, which lists information about accessible travel and transport in Northern Ireland. During the current COVID-19 crisis, the site also provides updates about changes to transport and travel.

You can visit the website on www.accessibletravelni.org

Most Telecoms providers will ensure that vulnerable customers or those self-isolating receive alternative methods of communication wherever possible if priority repairs to fixed broadband and landlines cannot be carried out. More information is available at www.gov.uk/government/news.

COVID-19 Community Helpline

Department for Communities has set up a freephone helpline to give advice and information about support for people in vulnerable groups in Northern Ireland.

Phone: 0808 802 0020 from 9am to 5pm (Monday to Friday).

Links to useful websites

Jobs and Benefits Offices 

Helplines NI

Northern Ireland Equality Commission 

Northern Ireland Housing Executive

Community NI

Aware NI

Age NI

Advice Agencies Details 

NI Direct: Coronavirus (COVID-19): advice for vulnerable people

Local Councils

Each of the 11 councils are playing a key role in supporting their communities, including assisting with the distribution of food boxes to people having problems accessing basic supplies. More details are available at www.nidirect.gov.uk/contacts/local-councils-in-northern-ireland.

Also, be sure to contact your local politician if you have any queries or concerns. Some local politicians have been using their social media accounts to share information for vulnerable consumers with local and community based solutions.

Supporting Communities convenes the Housing Community Network over the 13 geographical Housing Executive Areas in Northern Ireland and has created a page for each of these areas.

The pages signpost members to localised information and resources they can use to respond to the ongoing Coronavirus pandemic.

Visit supportingcommunities.org to view the website. You can also view the latest e-zine for latest information at supportingcommunities.org/e-zine.

Critical Care Registers

Northern Ireland Electricity Networks (NIE Networks) and NI Water operate a Critical Care Register where they keep details of consumers who rely on electrical equipment or on a water supply for their day to day care. In the case of electricity customers this includes medical equipment such as oxygen concentrators, patient vital signs monitoring systems and home dialysis. NI Water's critical care register is for consumers with serious medical conditions.

Adding your details to this register will allow NI Water and NIE Networks to prioritise your contact details if your supply goes off.

For more information, including how to sign up visit The Consumer Council webpage.

Customer Care Registers

All electricity and gas suppliers in Northern Ireland must keep a Customer Care Register with the details and special needs of customers who are of pensionable age, disabled (by virtue of being blind, partially sighted, deaf or hearing impaired) or chronically sick. Suppliers can provide free assistance and services to customers who register their details with them. 

For more information, including care features by companies visit The Consumer Council consumer rights and advice webpage.
 

Visit our Avoiding Scams section for some useful tips to avoid scams and stay safe during this time. 

You will also find protective measures such as the PSNI Quick Check service and the PSNI Nominated Neighbour card scheme. 

Do you know a blind or partially sighted person who is offline? Guide Dogs NI has developed an Advice Document which could help them with vital sources of support during COVID-19. You can download the document from www.guidedogs.org.uk

Migrant Centre NI has been very concerned that many small BAME projects working with diverse communities across Northern Ireland are facing risk of closure due to financial pressures following the COVID-19 pandemic.

They have made grants available to support BAME-led community organisations to deliver services at this challenging time. 

All details including Guidance Notes and Application Form are available on their website: http://migrantcentreni.org/grants/ 

The NHS COVID-19 NI 111 helpline operates a service called ‘Language Line’. You make the operator aware that you need a translator and for which language. The operator then transfers you to a ’Language Line’ interpreter who will interpret for you.

The Helplines NI website includes details of UK and NI helplines that have been setup in response to coronavirus. To date, over 20 new helplines covering a range of topics (e.g. community helpline, befriending, government grants, pregnancy) have been established specifically in response to coronavirus. 

Find out more here: www.helplinesni.com

Pharmacies and chemists, including non-dispensing pharmacies, currently remain open. 

Boots has produced a FAQ regarding the coronavirus, prescription deliveries and collecting prescriptions for other people. 

RNID - National Hearing Loss Charity

RNID is currently unable to offer face-to-face services. This includes their Information Service, Hearing Aid Support Service, Tinnitus Support Service and Employment Service.  They will still continue to support people who are deaf, have hearing loss or tinnitus via phone, email and text and they are currently exploring options for video calls.  They can also post out hearing aid batteries where possible.  They have updated the contact details for all their services on their website so you know who to contact for support.

Download their leaflet from www.consumercouncil.org.uk or visit https://rnid.org.uk/ for further contact details. 

Health and Social Care Remote Sign Language Interpreting Service

A free remote interpreting service for British Sign Language (BSL) and Irish Sign Language (ISL) users in Northern Ireland has been introduced to provide the Deaf community with access to:

• NHS111 (Northern Ireland COVID-19 advice line) and
• All health and social care services during the COVID-19 pandemic.

To contact NHS111, visit: https://www.signvideo.co.uk/nhs111ni

To contact all other Health and Social Care services including your local GP, visit: www.interpreternow.co.uk/hscni

Debt Management 

Visit our 'True Cost' webpage for helpful information about where to go to for help. 

A list of advice agencies that may be able to help you if you are worried about debt is available at www.consumercouncil.org.uk/policy-research

Christians Against Poverty's helpline, 0800 328 0006, remains open during these difficult times. If you need assistance please call this number and they can assist you finding the help you need. Their existing clients can also contact them on the usual number 01274 761999.

Helplines

• East Belfast EBCDA helpline - 07783631110 or 07783631114
• South Belfast helpline - 07394 569 155
• Greater Shankill Community Support Helpline - 07925612870
• North Belfast Advice Partnership & Food Bank - 02890391225
• Rural Support Helpline - 0800 138 1678
• Mid Ulster Women’s Aid - 028 8676 9300

An ID card to support carers in Northern Ireland, similar to IDs for healthcare workers, is now available. Carers will be able to show their ID in stores to get access to priority shopping hours.

Carer ID cards are issued by the Health Trusts. Carers who are known to their local Trust and are in receipt of services will receive an ID card – there is no need to apply for a card. 

Young carers will be contacted by either Barnardos or Action for Children depending on the Trust area they live in.  

Please contact your Trust Carer co-ordinator, Barnardos or Action for Children if you have not received a card before 22 June 2020. Contact details below. 

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