Update on our telephone service

We now have a limited number of lines available for inbound phone calls. This is aimed at those who need help with their applications and cannot access our services online. These clients can now speak to one of our advisors by calling 0800 182 2222 between 9am and 3pm Monday to Friday.

Since coronavirus restrictions were put in place and we moved the majority of our colleagues to working from home, we’ve been unable to offer our full inbound telephone service.

We initially were running a call back service but we know this wasn’t ideal so we’ve been working hard to re-instate our telephone support as we know how important this is for many people who can’t access our help online.

We want to do everything we can to support the Scottish Government efforts to drive down coronavirus cases and we want to keep our people safe so we’ve found a way to do this, while continuing to have people working from home.

While our colleagues continue to work from home, we have considered their wellbeing and other responsibilities, balanced with the needs of our clients when agreeing the initial opening hours. We will keep our opening hours under review as we consider next steps to get back to our usual phone service offering.

For those who can access online, they are able to get information and submit an application 24 hours a day, 7 days a week at mygov.scot.

If they have a general question or would like some advice, our web chat is still available between 8am and 6pm Monday to Friday.

Through our stakeholders and social media posts we are asking clients not to call to for a progress update on an application unless it has been over 30 days since its submission. This will help protect the limited telephony service for those who need it most.