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FAQS – Individuals

In this section, you will find some frequently asked questions and answers, which may be particularly helpful for individuals at this time.

What should I do to protect myself and others from Covid-19?

The best way to keep yourself safe and protect others, particularly when you leave your home is to:

  • wash hands – keep washing your hands regularly
  • cover your face – wear a face covering over your nose and mouth when in enclosed spaces
  • make space – stay at least a metre away from people not from your household.

If you are feeling unwell, get a test and do not leave home for at least 10 days.

For more information about the work taking place to keep COVID-19 rates low across Hampshire, visit

For the latest updates on government guidance visit : What you can and can’t do

More information from the NHS on symptoms, how to protect yourself from the virus and what to do if you have symptoms can be found at this link.

I can't leave the house and don't know anyone that can get me essential items. Is there any help for me?

A helpline has been set up during the COVID-19 pandemic to help vulnerable residents register for urgent support such as access to essential food or household supplies and collection of medication.

The Hampshire Coronavirus Support and Helpline can be contacted on 0333 370 4000. The helpline is available 9am to 5pm on Monday through Thursday and from 9am to 4.30pm on Friday.

Vulnerable residents who need additional support, and do not have support from family or friends, should call the helpline to register for support.

Although the helpline will resolve complex cases, most other enquiries will be passed to Basingstoke Voluntary Action to arrange local support, such as deliveries of food.

I was shielding due to my health condition, how can I still receive support?

If you still require support following the pausing of the government’s shielding programme, please contact the Hampshire Coronavirus Support and Helpline to register for additional help on 0333 370 4000. The helpline is available 9am to 5pm on Monday through Thursday and from 9am to 4.30pm on Friday.

I need help with getting food. Is there any support available to help me with this?

Support will depend on the reasons why help is needed.

If you need support due to having no access to funds e.g. benefits late, just been made redundant etc, to pay for shopping, please contact Citizens Advice:



If you are able to pay for your shopping, most supermarkets offer online shopping.

If you are not able to access online shopping Morrisons operate a Telephone Ordering service on 0345 611 6111 Option 5.

There are also local shops who will deliver

The Coronavirus Hampshire Helpline has been working closely with supermarkets across Hampshire to support people who may be shielding but would like to request a food delivery. If you are experiencing issues in getting a delivery slot, please call the helpline on 0333 370 4000 who are on hand to help. The helpline is available 9am to 5pm on Monday through Thursday and from 9am to 4.30pm on Friday.


How do I do online shopping?

A step by step guide has been produced to help you do an online shop.

Please click here

Click here for a quick guide to online shopping delivery costs and links to the web sites.

How can I get medicine delivered to me whilst I am shielding?

Where possible prescriptions should be collected by patients or a family member/friend.

If this is not possible, most pharmacies now offer a delivery service.

To find your local pharmacy visit

How can I stay safe when accepting help from others?

  • If you are receiving voluntary help do not share financial details like credit/debit card numbers or personal information.
  • If someone you don’t know calls at your home, always ask for ID and always ensure you are comfortable sharing details like your phone number or address.
  • Only provide information on a need to know basis and if you have seen ID. Do not feel pressured into providing information.
  • If you have any doubts or concerns about those who are approaching you, don’t engage. Report serious suspicious behaviour to the police.


What should I do if I am worried about someone else?

If you are worried about a family member, friend or neighbour and think they need additional support during the pandemic, please get in touch with the Hampshire Coronavirus Support and Helpline to register this on 0333 370 4000. The helpline is available 9am to 5pm on Monday through Thursday and from 9am to 4.30pm on Friday.

What other support services are available?

As well as the help, such as food supplies and prescription collection, that is available through the Hampshire Coronavirus Support and Helpline, a number of other support services are available. This includes support covering topics such as:

Domestic Abuse

Financial and Employment Matters

Anxiety/Mental Health and wellbeing.

To find out more about the help available, visit

Disability Issues and Resources

Be-Human  have put together a sharing resources page at which is for people and families to help share useful links, practical tips, and ideas that people who manage their direct payments have put in place for themselves and their PA’s.

Basingstoke & Deane Disability Forum are currently running online live weekly chair yoga sessions, and virtual coffee mornings and support groups. Email or find them on Facebook at

Priority Services Register

Links to their Priority Services Register (PSR) can be found on the websites of all utility providers.

Eligible residents (e.g. those with restricted mobility, deaf, blind, disabled, long term illness etc.) can register on the Priority Services Registers operated by their utility companies. If there is a major incident or problem, those who have registered should be offered extra information and practical support. When this current situation has eased, customers who are on the PSR will continue to receive extra assistance and support.

British Gas
Thames Water
Southern Water

Support for parents and carers supporting children and young people with autism

ACAMH podcasts


The Association for Child and Adolescent Mental Health (ACAMH) has released a podcast for parents and carers about supporting children and young people with autism during the Coronavirus outbreak. The National Autistic Society (NAS) has also published resources for people with autism of all ages:


Support for deaf children

The National Deaf Children’s Society (NDCS) has published information for parents, carers and families and information for professionals to support deaf children and young people during the Coronavirus outbreak:

Can I help by volunteering in my community?

As charities and community groups look to restart their activities there is a need for volunteers to support them in various capacities.

For more information visit the Volunteer North Hampshire website by clicking here or contact 01256 423816


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