A further way for our clients to contact us

6 May 2020

our temporary web chat service is now live

Since the outbreak of coronavirus we have been working in different ways to help efforts to slow the spread, whilst continuing to support our clients.

This includes moving as many of our colleagues as possible to work from home. As a result, we are currently unable to take inbound calls. We are providing support by phone through asking clients to leave a voicemail and we will call them back.

We are aiming to return calls within three working days for Best Start Grant, Young Carer Grant and general enquiries. For Funeral Support Payment, we are aiming to call back within 24 hours.

The majority of Carer’s Allowance Supplement payments will be made on Friday 26 June. If eligible, you will get a letter in advance. We have no further information until payments have been issued. As such, we are not offering call backs for Carer’s Allowance Supplement at this time. We will resume call back requests for Carer’s Allowance Supplement from 26 June, should you need to get in touch.

There will be clients who are online, have quick questions and would like to be able to speak to someone straight away – in the way that they would usually do through our phone line.

As we are only able to provide call backs through our telephony service due to COVID-19 measures, we have introduced a temporary web chat function to give people a range of ways that they can get in touch with us. Clients will be able to use this web chat for general enquiries and to ask for progress updates on their application. We are not be able to take new applications through this web chat.

It can be accessed at mygov.scot/contact-social-security-scotland

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