Tag: vulnerable people

Vulnerable still struggling to get food as Which? calls for urgent action

Which? is calling for action to help the most vulnerable after it found that more than a quarter could be at risk of going hungry because they have faced difficulty accessing basic food and essential groceries.

With shielding measures due to end soon in some parts of the UK, the consumer champion is calling on the UK’s four governments to extend free food parcels and other support for those who need it, to avoid millions of people being left behind if support is suddenly withdrawn.

Months into lockdown, Which? has found huge inconsistencies across the four nations with many people still finding the current system chaotic and overly complicated. 

Which? heard reports of care home workers forced to queue in busy supermarkets several times a day for basics like bread and milk – risking further spread of the virus – because they could not secure the delivery slots that they needed to provide for their residents.

Other concerning reports included a 93-year-old lady who had to wait 11 weeks for her first food parcel despite registering in week one and a 71-year-old with shingles who had to wait a month between supermarket click and collect slots.

The new research from Which? found that more than one in four (28%) vulnerable people across the UK had faced difficulty getting the food provision they needed in the week before they were surveyed (from 29th May to 17th June).

Which? found that the group of people struggling the most to get vital groceries were those who identified as being situationally vulnerable, meaning they are not at clinically increased risk from coronavirus but still require help accessing food because they are visually impaired or have learning difficulties, for example.

In the UK two in five (40%) situationally vulnerable people reported having difficulties getting essentials in the week prior to being surveyed, however, across the home nations, Which? found an alarmingly mixed picture. 

In Wales and Scotland, this number rose to nearly half (47% and 46% respectively), compared to almost two in five (38%) in Northern Ireland and more than a quarter (27%) in England. 

Even among the shielded group – those who are the most high-risk to coronavirus and for whom the most help, including priority supermarket delivery slots and food parcels, has been offered – Which? found that there was still a very high proportion of people facing difficulty getting the food and essentials needed in the week they were surveyed.

This figure was highest in England where a third (33%) of those shielding had struggled, while three in 10 (31%) in Northern Ireland, over a quarter in Scotland (27%) and a quarter in Wales (25%) also faced difficulties.

Those who were previously told to self-isolate because they are over 70, pregnant or otherwise considered clinically vulnerable had had the fewest problems getting food in the last week according to Which?’s survey. A fifth (20%), however, did struggle.

Officials say changes to the shielding guidance will only happen if the rate of community transmission remains low, but the governments in both England and Northern Ireland have said that free essential food boxes will stop being delivered at the end of July.

In both of these nations, those considered high-risk will still qualify for priority online supermarket delivery slots as well as being offered help with medicine deliveries and getting to medical appointments.

Which? is concerned that while the easing of lockdown restrictions may make life easier for people who are comfortable with and able to go into shops again, there is still a huge risk that many of those who have already been struggling will now be cut further adrift as they may still not be able to leave their homes to get groceries – especially if it involves long queues, taking a taxi or using public transport.

Which? is calling for access to free food boxes, priority delivery slots and other relevant assistance to be made available for as long as medical advice or practical restrictions, such as social distancing, are in place. The help should be extended to include not only the most-high risk but also those who are situationally vulnerable and have so far been sidelined.

This would mean that central and local governments will need to accurately assess and identify which consumers remain vulnerable so that they can also be given access to appropriate support such as priority supermarket delivery slots or local food provision through other means.

Sue Davies, Head of Consumer Protection and Food Policy at Which?, said: “It is a real concern that months into lockdown, the current system of food provision is still not working for so many of those who need it the most. 

“Some people could now be looking at a cliff edge where shielding restrictions are lifted and they are left to fend for themselves, cut off from outside help in getting essential groceries.

“Which? is now calling for the UK’s four governments to work with the food industry, local authorities and charities to ensure a longer-term plan for supporting all of those who are at risk and need support is in place by the end of July, so that no vulnerable person faces difficulties in accessing the basic food supplies they need.”

Cashing Out: urgent action needed to protect payment lifeline

Vulnerable people risk being left with no way to pay for essential products and services as the coronavirus crisis further accelerates the UK’s shift to a cashless society, new Which? research reveals. The consumer organisation is calling for government action to ensure that the cash system does not collapse at a time when millions of people still rely on it. 

A survey by the consumer champion found that half (51%) of those looking after the finances or grocery shopping of someone else had been paid in cash in return for doing shopping, highlighting its continued importance in communities across the country and the huge challenge that a cashless society presents for those who are not yet ready or able to make digital payments.

As consumers are also experiencing difficulties paying with as well as taking out cash, Which? is pressing for action from the government and financial regulators to ensure millions of people aren’t left abandoned as a result of the outbreak that’s put additional pressure on the UK’s already fragile cash network.

The Which? study of more than 2,000 people, conducted at the start of May, reveals that nearly one in five reported that they were managing finances or ordering food and essentials for someone outside of their immediate household.

Of those, 32 per cent had bought food from a shop for others and been paid for it in cash, and 29 per cent had ordered for someone online and been paid for it with cash – while some responded that they had done both.

Which? has heard of numerous cases where cash is essential for this sort of help, including one person who is reimbursed in cash for delivering supplies to their vulnerable 91-year-old uncle, and another who shops for neighbours twice a week – after cash and a shopping list have been posted through their door.

The research also highlighted that one in 10 people were refused by shops when trying to pay for items with cash, at a time when only those that were permitted to sell essential goods were open. A quarter of those were left unable to purchase the item in question on at least one occasion as they had no alternative means of payment.

And while nearly one in three people reported still using cash to make some or all of their payments, seven per cent said they had found it more difficult to take out cash since the outbreak began.

With many retailers now encouraging non-cash payments and banks reducing branch opening hours, Which? supports schemes introduced by banks and businesses to provide access or alternatives to cash during this crisis.

However, it remains unclear how effective these have been at addressing the root of the problem. It believes these are unlikely to be a viable long-term fix, and that cash-dependent consumers could be left completely excluded from engaging with the economy if cash is not urgently protected.

Despite the clear need for cash, the coronavirus pandemic has pushed the cash system that millions of people still rely on into deeper peril, just months after the government vowed to protect it.

In March, the government committed to legislating to protect access to cash for as long as people need it, after warnings that the system could collapse within two years. This followed investigations from Which? that found the UK had lost a staggering 10,500 free-to-use cash machines since 2017, and over a third of bank branches in less than five years.

However, the coronavirus pandemic has drastically reduced the timeframe for intervention, and the government’s pledge risks becoming obsolete if current trends continue to go unchallenged, which risks cutting off millions of people from the main form of payment they rely on to purchase essential products and services.

Coronavirus has rapidly accelerated the decline in cash use. Latest figures from Notemachine, one of the UK’s largest ATM operators, show that cash withdrawals have reduced by 45 per cent since lockdown began – although the average value withdrawn has increased by 13 per cent.

And while figures from Link, which manages the UK’s largest cashpoint network, show that approximately £1 billion is still being withdrawn from ATMs every week, it says the overall decline means that the current level of cash usage is now at a level that was not expected for five years.

As well as urgently introducing the legislation it committed to in the budget, Which? is calling on the government to take all necessary steps to ensure people can continue to use cash to pay for essential goods and services during the coronavirus pandemic.

This includes providing support for businesses to accept cash and offering clear guidance on how to handle banknotes and coins safely.

It also believes the FCA must collect and publish information about emergency measures that individual banks have put in place, including an assessment of their long-term suitability and effectiveness.

Which?’s proposals have been backed by a diverse group of organisations that all share its concerns about the implications of the rapid decline of cash availability and acceptance. These include the Access to Cash Review – led by Natalie Ceeney, Age UK, the RSA, Independent Age, Alzheimer’s Society and Link.

Gareth Shaw, Head of Money at Which?, said: “The coronavirus outbreak has shown that cash remains vital to many consumers, particularly for vulnerable people who rely on it to pay for essential supplies. 

“As a result, it’s vital that the already fragile cash system is not left to collapse completely as the UK’s shift to a cashless society accelerates.

“The government must urgently press ahead with the legislation it has already committed to before it becomes obsolete, as failure to do so risks excluding millions of people from engaging in the economy.”

Getting help for people at risk from harm

It’s vitally important during these unprecedented times that people know where to turn to if they feel someone is vulnerable in their communities.

We should all be following government guidance to stay at home to limit the spread of Coronavirus – however, being at home can increase tensions and affect mental health, meaning some people in our communities are more vulnerable now.

Children and adults can be at risk of harm, and some people will be experiencing financial difficulties or struggling with addiction – but help is available.

If you think a child or adult is at risk of harm, you should report your concerns so that professionals from social work, police, NHS and the voluntary sector can help.

The Council has already put in place measures to support people staying at home like support from our educational psychologists for families who may be struggling with home learning and wellbeing.

Depute Council Leader Cammy Day said: “Now more than ever in these challenging times we should all be reaching out to anyone we think may be suffering and requires support. Many people may be unaware that there’s a wide range of networks in the city for those in need.

“We’ve all heard of many amazing tales of kindness and selfless acts in Edinburgh during this pandemic. It’s so important we raise awareness among our communities of the help that is out there. So, our appeal is … please if you have concerns about someone then contact the appropriate organisation to get them support – you can make a real difference just by making that vital phone call.

“As a Council we work really closely with partner organisations like the NHS, police and voluntary sector to support the most vulnerable in our society.

“A great example is our All of Us campaign with the NSPCC which encourages people to get in touch if they’re finding it hard to look after children, a family needs some extra help or someone they know could do with more support.

“It’s vital people know who to turn to if they have concerns – don’t hesitate to make your voice heard and change people’s lives for the better.”

If you’re concerned about your own safety or someone you know like a relative, friend or neighbour then you should contact Social Care Direct on socialcaredirect@edinburgh.gov.uk or call 0131 200 2324.

  • If you’re concerned for the immediate safety of a child or adult, phone the police on 999.
  • If an adult or child needs medical attention with or without COVID-19 symptoms, phone NHS on 111 or if it’s an emergency 999.

There are various forms of support such as Scotland’s Domestic Abuse and Forced Marriage helpline on 0800 027 1234,  Edinburgh Women’s Aid on 0131 315 8110 and our All of Us campaign, with NSPCC Scotland.

Vulnerable people risk going hungry without urgent government action, warns Which?

Which? is calling for urgent action from the UK government and the devolved administrations after hearing reports from more than a thousand people, including those who are at very high-risk or vulnerable and unable to access the food and basic supplies they desperately need amid the coronavirus pandemic.

While measures have been introduced by governments and supermarkets that are designed to help high-risk and vulnerable people, more than six weeks into lockdown the consumer champion continues to hear from people who are struggling to book supermarket delivery slots, are unable to find the help they need locally and in some cases find themselves forced to risk their health to get supplies.

Millions of individuals have been identified by the governments around the UK as extremely vulnerable and in the very high-risk group, but Which? is hearing that some are missing out on the provision they need through no fault of their own.

Others who are vulnerable, or have been asked to ‘self-isolate’ because they are elderly, pregnant or suffer from medical conditions that could cause severe illness if they were to contract Covid-19, are even more likely to have fallen through the cracks.

Which? found a range of issues among the huge number of reports received. As well as very high-risk people who are shielding and struggling to get deliveries or being forced to visit stores despite being advised to stay at home, others have been unable to navigate complex, confusing and often overwhelmed government and supermarket helplines or other support systems.

Some of these vulnerable customers told Which? that they are having to stay up into the early hours of the morning in an attempt to book supermarket delivery slots, while others are left relying on the kindness of neighbours.

Gillian Medlar and her husband are both on the very high-risk or extremely vulnerable list as she has Chronic obstructive pulmonary disease and he has lymphoma.

They haven’t been able to get a supermarket delivery slot, and described them as “gold dust”. They’ve been forced to rely on a neighbour, but want to limit how much they are asking of her.

The problem also affects carers, who cannot leave the house but are not in the high-risk category themselves so also have to rely on getting delivery slots.

Melvin, whose son is in the highest risk category, has received letters advising him to shield for three months. The whole household is shielding but they have not been recognised as extremely vulnerable by the supermarkets’ websites as the online accounts are in Melvin’s name and not his son’s.

Carers of vulnerable people can go out for groceries but this may not always be possible if they also need to self-isolate themselves.

Geoff Wilson, 86, described feeling like he and the 96-year-old lady he is a full time carer for were “the forgotten ones”. They aren’t eligible to register as extremely vulnerable, and have been unable to get a home delivery from anywhere.

Supermarkets say they have been overwhelmed by demand. While many have gone to great lengths to increase their capacity, without a more coordinated effort from government and better access to other forms of provision in local areas, deliveries will continue to fall short of what’s needed to make sure that every vulnerable person is able to access food and basic supplies without leaving their home.

We have also heard from people who are vulnerable and need help, regardless of their Covid-19 risk. One disabled and housebound individual told Which? she felt she had “completely fallen off the radar for pretty much all of the supposed support measures. Unable to get the delivery slots she relied on, she described being ‘trapped with no deliveries for three of the past four weeks”.

Governments in England, Scotland and Wales have provided the supermarkets with edited lists of those that fall in the extremely vulnerable category and have requested support with getting food. Part of this support is the offer of priority delivery slots by supermarkets.

Supermarkets began by cross-referencing the lists received against existing registered customers and offering priority delivery slots to them. Some supermarkets have also helped people on the government list who aren’t existing customers .

However, Which? has also heard from extremely vulnerable people who despite receiving a letter from the government letting them know that they qualify for priority supermarket delivery slots, have then been left in the dark for weeks on end about what they need to do.

There have been issues identifying the most vulnerable people and in some cases they have to identify themselves but there has been a lack of clarity and no central point of contact in order to find the best solution for each individual or area – which may not always be supermarket delivery but instead community based solutions from either smaller independent shops or volunteers.

Amanda Kontzle told Which? that her father is over 70 and having stem cell cancer treatment. He has been contacted by the government to reassure him that he is on the list of very high-risk people, but has been unable to get a delivery slot with any supermarket despite registering as a customer.

Amanda said: “I’m absolutely disgusted at how he has been treated during this crisis so far.”

Which? believes that the UK’s four governments must step up efforts to ensure that no one who is vulnerable has fallen through the cracks and is struggling to access basic supplies.

Better coordination between governments, local authorities, the food industry and local charities is also urgently needed for those who are vulnerable but not in the highest risk group, so that they understand how to easily access the support they need, whether that is through their local supermarket or community based provision.

Many of the people who have contacted Which? say they feel have been let down by the supermarkets because they are unable to get delivery slots – but there are limits to supermarkets’ ability to address some of the issues experienced by vulnerable consumers without additional government support.

The governments across the UK must now urgently coordinate their approach to make sure that no vulnerable person has to navigate confusing, long-winded and complicated systems in order to access food during the pandemic lockdown.

Sue Davies, Head of Consumer Protection and Food Policy at Which?, said: “Based on the huge number of reports we’re seeing from vulnerable people struggling to get access to basic food and supplies, it’s clear that the current system is not working for those who need it the most.

“Without easily accessible and clearer information for these people, and stronger coordination between the UK’s central and devolved governments, the food industry, local authorities and local charities, there is a risk that many will go hungry during this pandemic.”

Post Office launches new cash delivery option to help the most vulnerable

Cash delivery payments are now available for the most vulnerable individuals thanks to the Post Office in partnership with the Department for Work and Pensions (DWP).

The cash payments are available to the DWP to use to support their most vulnerable customers, initially in England, who are shielding because of the risk of infection should they leave their home.

The National Shielding Service is a working partnership with DWP that enables contact to be made with specific customers to determine if they need to receive a cash payment to be delivered.

When notified by DWP of those individuals who require a cash delivery, the Post Office will ensure cash is sent to their home using Royal Mail Special Delivery and that it arrives by 9pm the following day. This means that those individuals who must avoid leaving the home because of the risk of infection receive the cash that they need.

The Post Office has repurposed part of its foreign exchange cash delivery business to enable the overnight delivery of sterling cash and meet demand.

Guy Opperman, the Minister for Pensions and Financial Inclusion, said: “We’re doing whatever it takes to ensure people are supported through these unprecedented times. This joint initiative enables us to reach out directly to those most likely to need support, and get cash delivered to their door where necessary.

“Thanks to the hard work of DWP and Post Office staff, vulnerable customers can rest assured there is help available if they need it.”

Nick Read, Chief Executive at the Post Office, said: “I am delighted that Post Office has been able to switch its travel money delivery business to get cash directly to those that need it most.

“Working with the DWP we are able to help some of the most vulnerable in our society, including those who have been asked to shield themselves at home, with the ability to deliver cash directly to their door.”

Postal Affairs Minister, Paul Scully, said: “Vulnerable people may be self-isolating but they are not alone.

“This vital service will ensure the Government can get cash to people that need it, without them having to leave their homes. I want to thank postmasters and their teams for their continued hard work to support our communities across the UK.”

This new cash delivery option has initially been made available to those POCA customers who are shielding at home and are the most at risk from the virus.

There are around 27,000 Post Office Card Account (POCA) customers to whom this could applyand they are being actively contacted to ensure they are able to regularly access their payments.

This service adds to the range of measures the DWP can use to support these individuals shielding at home, providing a last-option mechanism for customers to receive cash who cannot visit their normal payment location.

Gareth Shaw, Head of Money at Which?, said: “This is an important move that recognises vulnerable people need help to access the cash they rely on to pay for essentials during the coronavirus lockdown.

“The difficulties many people are facing without easy access to cash demonstrates why the government must act swiftly on its promise to legislate to protect the availability of cash for consumers for as long as they need it.”

Earlier this week, the Post Office announced details of two its access to cash products – ‘Fast PACE’ and ‘Payout Now’ had been made available to the UK’s banks, building societies and credit unions.

These products can be offered to their customers who are self-isolating and require cash. The Post Office is considering how to make its new cash delivery service available to the UK’s financial institutions and who can offer it to their customers.

Post Office customers can see how coronavirus may affect Post Office services on its website and can find the latest information on the Post Office Card Account and branch opening hours on its Branch Finder.

North Edinburgh Covid-19 Foodshare Group – UPDATED INFORMATION

HELP AND SUPPORT AVAILABLE IN NORTH EDINBURGH

Final 2 North Edinburgh Food Network Info UPDATED 16 APRIL v3

National helpline established for those without family or community support

A new national helpline is being set up to provide essential assistance to those who don’t have a network of support but who are at high risk of contracting COVID-19.

The service – which opens today (Tuesday) – will offer help to those who do not have family or existing community support and cannot get online and who are over 70, disabled, require the support of mental health services, are pregnant or receive a flu jab for health reasons.

This service is in addition to localised support already available for people who have received letters advising them to shield themselves. However, any of those in the shielding category who are not yet receiving assistance, who do not have family and cannot get online can access support via this new helpline.

Anyone not in these categories but still looking for support should visit readyscotland.org

The helpline – 0800 111 4000 – will initially operate during core working hours of 9am to 5pm while plans are developed and implemented to extend it to operate for a longer period each day.

Callers will be automatically connected to their local authority who will support them to access the service they need, such as:

  • essential food and medication
  • links to local social work services for vulnerable children or adults
  • emotional support
  • contact with local volunteer groups.

Cabinet Secretary for Communities and Local Government Aileen Campbell said: “The coronavirus outbreak is impacting all our lives but for some it is more than a disruption – it is a severe restriction on their ability to access food, medicine or other essential services.

“This national helpline will allow our most vulnerable, who do not have a network support group, to access the essential help they need.”

COSLA President Councillor Alison Evison said: “These are unprecedented times. Coronavirus is having an impact on all our daily lives – but for many without any support network it is even worse.

“This national helpline and support arrangements will provide reassurance to our most vulnerable citizens. It is there to support those who are at home with nobody around to help them and with no other way of seeking local assistance. It will allow them to immediately access the essential help they need.

“The approach to getting this helpline up and running has been multi-agency and I would like to thank not only Council Chief Executives and their staff for the work they have done, but our other partners, volunteers and the third sector too. I hope it gives many residents, struggling alone in very challenging situations, the reassurance they deserve at this incredibly difficult time.”

Coronavirus: Helping each other in Drylaw

Through Spartans and Social Bite, one hundred free packed lunches a day are on offer to people living in Drylaw. This service will start on Monday (30th March) and will be available Monday – Friday every week.
If you know an individual or family who might benefit from this offer please get in touch with  Allan.Hosey@ea.edin.sch.uk 
NB: Please discuss this offer with the individual or family before nominating them.

The packed lunches will be delivered with appropriate social distancing in place.

Unfortunately, due to the limited number of packed lunches available, we will not be able to meet all demands for this service.

This initiative is part of a North Edinburgh-wide effort which has swung into action over the last ten days. Staff and volunteers from a host of community organisations have joined forces to ensure that our area’s most vulnerable people don’t go without essentials during these most difficult of times.

Would you like to play your part and help out? More volunteers would be warmly welcomed – to find out what’s involved contact Allan (email above)