Support to Vulnerable Residents during COVID-19

 This document intends to answer some frequently asked questions about the support being provided to Vulnerable Residents during COVID-19.

I have received a letter telling me I need to “shield”, what does this mean?

 Public Health England have published advice for people who are at very high risk of severe illness from coronavirus (COVID-19) because of an underlying health condition, and for their family, friends and carers. Shielding is a measure to protect people who are clinically extremely vulnerable by minimising all interaction between those who are extremely vulnerable and others.

Full guidance on the steps to take to protect yourself can be found on the government website. It also advises on what to do with routine GP and hospital appointments and what steps should be taken by those providing you care at this time.

What should members in my household do if I am shielding?

 While the rest of your household are not required to adopt these protective shielding measures for themselves, we would expect them to do what they can to support you in shielding and to stringently follow guidance on social distancing.

Full guidance on the steps that they can take to protect you can be found on the government website.

How can I get assistance with food and medicines if I am shielding?

 Ask family, friends and neighbours to support you and use online services where you can.

If you do not have access to help you can register online to receive support from central government here: www.gov.uk/coronavirus-extremely-vulnerable. This includes help with food, shopping deliveries and additional care you might need. The food you receive from the government will be provided free of charge.

You can also register for support on behalf of someone else who falls into this category.

If you have registered for central government support but have not yet received your food parcel, or are in need of other supplies, or support, then please call Surrey County Council’s COVID-19 helpline on to access further support.

Community Helpline number: 0300 200 1008 (Monday to Friday: 08:00 to 18:00, Saturday and Sunday: 10:00 to 14:00).

SMS: 0786 0053 465 for Deaf and hearing-impaired residents only (Monday to Friday 09:00 17:00). You can also fill in an online request form the Surrey CC Website.

Can I request central government support for my whole household if I am caring for an individual who falls within the “shielded” category? For example, can my whole household be provided for centrally.

The food parcel will provide enough food for one person for one week and this is a standard box that does not cater for dietary or cultural needs. If you require additional support aside from the central government support please contact the Surrey Community Helpline.

At present, it is not possible to register as a family unit as the Government food parcels are standardised to provide nutrition for one individual.

I have registered for central government food support; will I be informed when this is happening?

Delivery times and dates will not be communicated, but food service providers will aim to make deliveries within 7 days of receiving your request for support. The delivery will be left on the doorstep and the doorbell will be rung. It is not possible for the delivery to be taken inside for you, if you require support with this then please see the answer below.

If you have registered for central government support but have not yet received your food parcel, or are in need of other supplies, or support, then please call Surrey County Council’s COVID-19 helpline on to access further support.

Community Helpline number: 0300 200 1008 (Monday to Friday: 08:00 to 18:00, Saturday and Sunday: 10:00 to 14:00).

SMS: 0786 0053 465 for Deaf and hearing-impaired residents only (Monday to Friday 09:00 17:00). You can also fill in an online request form the Surrey CC Website.

I have had a food delivery, but need help bringing it inside, what should I do?

If you require support bringing the delivery inside, then please contact the Surrey Community Helpline who will be able to arrange the appropriate support for you.

I have received a food parcel, but no longer need it, what should I do?

You should soon be receiving a second letter from the Government to confirm whether or not you want support, if you respond to the letter either online (www.gov.uk/coronavirus-extremely-vulnerable) or via the automated call system (0800 number included in your letter) then you can opt not to received further food parcels

If you have unwanted parcels that can be used by others, then please contact the Surrey Community Helpline on 0300 200 1008 (Monday to Friday: 08:00 to 18:00, Saturday and Sunday: 10:00 to 14:00) who can assist you in getting this collected.

How can I arrange for medication to be ordered, picked up and delivered to me at this time?

In the first instance you should ask family, friends and neighbours to support you and use online services where you can.

Your local pharmacy may already have delivery services which you can access and utilised. If this is not possible and you still need support in the collection and delivery of medication please contact the Surrey County Council Community Helpline on 0300 200 1008 (Monday to Friday: 08:00 to 18:00, Saturday and Sunday: 10:00 to 14:00) who will be to assist you to arrange the collection and delivery of your medication through trusted volunteers.

Can I access any support if I am in another high-risk category but have not been asked to shield?

 Public Health England Guidance has published advice that certain individuals should be particularly stringent in following social distancing measures. This advice and guidance can be found on the Government Website.

Support which you need can be requested through our Community Helpline number: 0300 200 1008 (Monday to Friday: 08:00 to 18:00, Saturday and Sunday: 10:00 to 14:00).

SMS: 0786 0053 465 for Deaf and hearing-impaired residents only (Monday to Friday 09:00 to 17:00). You can also fill in an online request form on the Surrey CC Website.

What kind of support can I access?

If you need any kind of support, we will try to find a way to help you. Some support which can currently be accessed includes support with urgent food deliveries, shopping assistance, the delivery of medication, befriending or emotional support, and bereavement support can all be accessed if required.

Signposting can also offer you access to mental health, financial and other practical support.

How is this support provided?

We can signpost you to various organisations who will be able to support you with a variety of needs. This can be through council services such as Adult Social Care, local care providers or voluntary organisations such as the British Red Cross.

What charities can I trust to support me during this time?

We have been working closely with the Councils for Voluntary Service (CVSs) and Volunteer Centres who are our trusted partners for coordinating volunteers in Surrey. They also know the needs of the county at this time as they are in touch with many local organisations and are able to match volunteers to those in need of help. As part of their work, they support local organisations with DBS checks and other security checks, which is helps provide some level of assurance and trust. Contacts for your local CVS can be found on the Surrey CC website: Surrey County Council: I want to help.

In addition to the CVSs and Volunteer Centres, you will be aware that there have been many new neighbourhood groups that have started up locally to help their neighbours such as Facebook Community Groups, WhatsApp Groups and the Nextdoor social network that send neighborhood alerts. These can be great ways of staying in touch with those around you.

How do I avoid being scammed?

Please be aware that some people will take advantage of this unusual situation our society is facing. Please note fraudsters come in all shapes and sizes and can contact you at the door, by phone, post or online. Scams that Trading Standards already know about include people offering miracle cures for coronavirus, bogus healthcare workers claiming to be offering ‘home-testing’ for coronavirus, people offering to do your shopping, asking for money and then disappearing and new mobile phone apps claiming to give you updates on the virus. Instead they lock your phone and demand a ransom.

Tips to avoid being scammed

• Do not place items on your doorstep to say you need help as this is an invitation to scammers that you may be in a vulnerable
• Be sceptical, don’t be afraid to hang up, bin it, delete it or shut the
• Take your time, don’t be
• If you are online, be aware of fake news and use trusted sources such as GOV.uk or NHS.uk details as provided on our official Coronavirus Information and Advice web
• Know who you’re dealing with, if you need help talk to someone you know or get in touch with your local district or borough
• Protect your financial information, especially from people you don’t know. Do not give your bank card or PIN number to a

To stay updated on the latest tricks and scams follow Trading Standards on social media on Facebook BucksSurreyTS or on Twitter @Bucks_Surreyts.

What are supermarkets doing to prioritise delivery slots for those within the shielded, or other high-risk category?

 Supermarkets are each supporting the vulnerable population in whichever way they feel necessary. Many are only offering home delivery services to those within the shielded or other high-risk categories.

For priority supermarket access, individuals need to register on the GOV.UK website (www.gov.uk/coronavirus-extremely-vulnerable) and say that they need essential supplies- this data will then be shared with supermarkets so that the individual can be prioritised.

If you are considered to be in the extremely vulnerable category but don’t wish to receive the Government food parcels and opt out of this service, your details will still be sent to supermarkets to enable you to have priority access to delivery slots.

How can I access financial support?

Some families may be struggling financially during the coronavirus crisis. Differing groups of the community will have differing financial needs. There are a number of ways you can receive help, through access to things such as benefits, social care payments and the Surrey Crisis Fund.

Advice on all the help available to you at this time can be found on the Surrey CC Website.

What if I am struggling to put food on the table?

Food banks and Community Fridges are there for people struggling financially to put food on the table. There are many Food Banks and Community Fridges in Surrey, visit the Surrey Information Point website for details.

Advice on all the help available to you at this time can be found here.

What if I am worried about my pet?

If you are concerned about the safety or wellbeing of your pet due to ongoing COVID-19 pandemic then please contact the Surrey Community Helpline who will be to provide you with suitable guidance and support.