Ways we can support you

We understand there might be times when you need a bit of extra support to help deal with your accounts. There are a number of ways we can help and we’ve put some examples below.

If there’s something else we haven’t covered don’t let that stop you from calling us: we will always listen and try to find a solution that is right for you.


Illness, changes to your income, and other unexpected events

If something has changed, like the number of hours you work, or you’ve had a bill you didn’t expect, it can mean you can’t afford your regular bills and payments. We can help.

To discuss a change in your circumstances call our team on 0333 556 5550 or email them, they’re trained to find the best option for you.


Would you like someone else to talk to us on your behalf?

You can arrange for someone, like a relative, a close friend, or a professional to speak to us for you.

To do this, just call us on 0333 556 5550 or complete the form here and we’ll then update your account so that we know you want us to deal with this person. You can send us a copy of the completed form by email or post it to us at PO Box 1411, Northampton, NN2 1BQ.


Hearing or sight impairment

We can provide your communications in braille, large print or audio. If you need this service please email us or call us on 0333 556 5550.

We can also accept calls from Text Relay. You can find out more about this here.


Other sources of help and advice


The Samaritans offer a safe place for you to talk and get support from trained counsellors, any time you like, in your own way.

Phone: 116 123 or visit their website Samaritans



Mind provides confidential advice and support to anyone dealing with mental health problems.

Phone: 0300 123 3393 or visit their website Mind


Financial Abuse

You can get independent advice and find out more about financial abuse from the Money Advice Service.


Citizens Advice

Citizens Advice provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities.

Phone: 03444 111 444 (England) or 03444 77 20 20 (Wales) or visit their website Citizens Advice



StepChange is a debt charity that can provide you with expert debt advice and a free debt management service to help you tackle your debts.

Phone: 0800 138 1111 or visit their website Step Change


Carers UK

Carers UK is a national charity for carers that offers both a supportive community and a movement for change.

Phone: 0800 808 7777 or visit their website Carers UK


For help with the day-to-day running of your account, like resetting your password or making payments, please check our FAQs.