Coronavirus FAQs

We know you may be concerned about the Coronavirus and want to assure you that we are here to work with you to reach a suitable solution to your situation. We have provided answers to some of our most frequently asked questions. If the information you require is not stated below, please do not hesitate to contact us.

Given the challenging situation, wherever possible we will work with you to ensure a suitable solution to your situation. Our phone lines are busy at the moment due to increased demand and a reduced level of staff, but you can register to view and manage your account online at any time. If the online options are not suitable or you need to speak to someone, you can contact us but please be patient as there is currently an average delay of 20 minutes in getting through to our call centre.

We understand that your situation may change during this time. If you’re concerned, please get in touch and we’ll work with you to find a suitable way forward. Our lines are busy due to increased demand and a reduced level of staff, but you can use our Budget Calculator to review your current financial situation or register to manage your account online 24/7.

You can use our useful Budget Calculator to help you see how changes to your income will affect your budget. Alternatively, you can contact us and discuss your circumstances with a member of our team.

There are plenty of organisations, such as Samaritans and Mind, that can help and offer you practical advice and support. We can work with you while you seek advice from them.

StepChange and National Debtline have further information on Coronavirus. There are also a number of other independent charities and debt management companies who can offer help and advice.

The Coronavirus is impacting many people and can pose a serious health risk. We want everyone to stay safe, so please follow the advice being given by the UK government and the NHS.

If it’s important that you speak to someone, please be patient. We’re experiencing high call volumes but someone will answer your call as soon as possible. If you register, you can also manage your account online – see below for further information.

There’s plenty you can do online without having to pick up the phone. If you register to manage your account online you can:

  • View your account details
  • Set up a Direct Debit payment plan
  • Make a one-off card payment
  • Change your phone number or email address
  • Choose how we contact you

Without registering, you can:


If you have already registered, log in to access the Budget Calculator.

If you are not registered, click Payments  and fill in your details. Click Next and follow the How much can I afford? link.