Answers to some of the questions we are being asked most often through our helpline. 

Managing your physical and mental health

I am over 70. Do I need to stay at home?

While national restrictions are in place in England, between Thursday 5 November and Wednesday 2 December, everyone must stay at home as much as possible, except for specific reasons, such as to exercise or for essential shopping. See the government guidance page for full details of what you can and cannot do during this time.

The NHS considers that anyone over 70 is clinically vulnerable, even if you don’t have any health conditions. This means that you are at 'moderate' risk of severe illness from coronavirus. This means that you are advised to use extra caution when coming into contact with people outside of your household. 

If you have a particular health condition which has been identified as putting people at high risk of becoming seriously ill from coronavirus, you are considered clinically extremely vulnerablePeople in the clinically extremely vulnerable group were advised to shield earlier in the year. The government has updated its guidance for people who are clinically extremely vulnerable from COVID-19, and will write to people in this group with more advice while the national restrictions are in place.

There is separate guidance for people in Scotland and Wales.

Can I get tested for coronavirus (COVID-19)?

Anyone living in England showing symptoms of COVID-19 (a high temperature, a new, continuous cough, or a loss or change to your sense of smell or taste), should ask for a test as soon as possible, and begin to self-isolate for 10 days immediately (people in the same household should also self-isolate for 14 days). People in hospital and essential workers are being given priority for tests. Residents in care homes can also be tested, whether or not they have symptoms, and anyone moving in to a care home will be tested beforehand.

Testing is most effective if it happens within 3 days of you developing symptoms. You'll need to use a long cotton bud to take a swab of the inside of your nose and the back of your throat. If you need help, someone else can do this for you. Although home-testing kits are being rolled out, most testing is currently happening at drive-through testing sites. You can apply for a test through the government website. If you know someone who needs a test but is unable to apply online, you can apply on their behalf with their permission, or they can call 119 to book a test.

There are different policies for testing in Wales, Scotland and Northern Ireland. For those who are not online, tests can be booked by calling 119 in Wales. In Scotland and Northern Ireland, call 0300 303 2713 to book a test.

If you have tested positive for coronavirus, the NHS Test and Trace service will contact you to find out who you have been in close contact with recently, and where you have visited. The NHS will then contact anyone that you have been in close contact with, so that they can begin to self-isolate for 14 days. You can find out more about how this works on the government's test and trace page.

I'm in the clinically extremely vulnerable group - what is considered safe for me to do?

While national restrictions are in place in England, between Thursday 5 November and Wednesday 2 December, people in the clinically extremely vulnerable group are being advised to stay at home as much as possible, aside from going out to exercise or to go to essential medical appointments. This includes not going shopping or out to work – those who cannot work from home may be able to claim benefits to support them over this time. 

The government has updated its guidance for people who are clinically extremely vulnerable from COVID-19, and will write to people in this group with more advice while the national restrictions are in place.

If you need some support with getting your shopping and medication during this time, you should contact your local council or register for support through the government website, for access to priority online or telephone supermarket delivery slots, and support from volunteers. You can also receive support from the NHS volunteer responder scheme if you need it. 

People in the extremely clinically vulnerable group include those who have:

  • had an organ transplant and are receiving long-term immune suppression therapy
  • certain types of cancer
  • chronic kidney disease (stage 5), or who are on dialysis
  • Down's syndrome (adults)
  • a severe respiratory condition such as cystic fibrosis, severe asthma and severe COPD
  • a rare disease or inborn error of metabolism that significantly increases the risk of infections (such as SCID, homozygous sickle cell)
  • been receiving immunosuppression therapies
  • significant congenital heart disease and are pregnant.

If this applies to you and you are concerned, you should talk to your GP or specialist for their advice – it may be that they advise you to take particular precautions.  

There is separate guidance for people in Scotland and Wales.

Can I still call or visit my GP surgery if I am unwell?

If you are unwell during this time and need to get advice from your GP, you can still call your GP surgery or contact them via their website. They can arrange for you to have a phone consultation with your GP and then, if necessary, you may be asked to visit the surgery. To keep yourself and others safe, you should not visit the surgery unless you have been advised to. Visit the NHS website for more information.

I have a health condition. Where can I go for advice or support?

If you have a health condition, like heart disease, asthma or diabetes, this can be a very worrying time. Most health helplines are open, so if you’re concerned about managing your condition, any symptoms or staying well, you could give them a call. You may want to speak to:

Signhealth has created British Sign Language videos with coronavirus related information.

Doctors of the World have shared COVID-19 advice for patients in over 20 languages which were produced in partnership with the British Red Cross, Migrant Help and Clear Voice.

There are some conditions, such as diabetes, that put people at moderate risk of getting severely ill from COVID-19 (their condition means they are clinically vulnerable). There are other health conditions, such as severe asthma, that place people at the greatest risk of getting severely ill from COVID-19 (their condition means that they are clinically extremely vulnerable). If your medical condition falls into either category, it is important to take extra care to follow the latest government advice.

Although NHS 111 is very busy, you can still call them for advice about any symptoms you’re experiencing and advice about where to get support.

If you’re seriously ill or injured and your life may be at risk, call 999 immediately.


What can I do to make sure my health and care preferences are known in case I become unwell?

Talk to your loved ones and tell them about your wishes in case you become unwell, and a decision about your care and treatment needs to be made on your behalf. Tell them about what’s important to you and how you would like to be cared for. It’s important to write this down and let someone you trust know where they can find a copy. This is called an advanced statement. It isn't legally binding, which means that professionals involved in your care are not required to follow it but it does help them understand your preferences if a time comes when you’re unable to communicate this yourself.

You can also speak to your GP about this, and they can support you in coming up with a plan for your care should you become unwell. 

If you want to give someone the legal power to make decisions on your behalf, you can think about setting up a lasting power of attorney (LPA) if you haven’t already. If you decide to set one up, it may take longer than usual for your application to be processed and registered, so you may wish to also consider making an advanced statement. Read the government's guidance on making an LPA during the coronavirus outbreak. See our factsheet Managing my affairs if I become ill for more information about LPAs and advanced statements.

I’m finding it hard to cope emotionally. How can I look after my mental health?

If you feel worried or anxious about the situation, you’re not alone and there are some steps you can take to help you manage. You might like to talk to friends and family to help you stay connected or call an organisation such as Samaritans or The Silverline for emotional support. You can also find online resources at Anxiety UK and practical support tools such as audio guides and mood self assessments from the NHS

Spending time doing the things you enjoy, staying active, eating well and sticking to a daily routine can all help too. Different things work for different people, so take time to work out what works best for you. Mind have guidance for people about looking after their mental health and wellbeing whilst self isolating.

You can get tips on how to improve your sleep, and other resources to improve your mental wellbeing from Every Mind Matters.

If you feel your mental health has seriously been affected, talk to your GP to find out what help is available.

Will my scheduled NHS operation/appointment go ahead as planned?

The NHS are trying to get as many routine appointments and operations as possible happening again, but you might still be asked not to attend an appointment in person if there is a different way to provide the care you need, such as through a video call.

Unless you have been told not to, you should go to any planned appointments you have. Speak to your GP or your healthcare team if you are unsure. You should be told about any changes to your care or how appointments will take place in advance. For example, you should be told if you need to wear a mask, or if you'll need to be tested for coronavirus before a planned operation. 

See the page Using the NHS and other health services during coronavirus for more information. 

How can I stay fit and well if I can’t leave my house?

It’s important for your wellbeing to stay in touch with friends and family, by phone or Skype or Face Time. The government also advise opening your windows regularly to let in fresh air, and getting some natural sunlight where possible. Try to get outside in the garden if you have one. If this isn’t possible for you, you can find ideas for exercise you can do at home on the NHS website. Public Health England also have 10-minute video workouts you can do at home. And look out for exercise programmes on television or the radio - for example, BBC Radio 5 Live have an exercise programme aimed at helping older people stay active, improve their mental health and maintain independence whilst at home. Staying as active as possible, as well as keeping to a healthy, balanced diet and drinking enough water are all important to your health and wellbeing. 

Getting help at home

Should I still let carers into my home?

Yes – it’s important to keep receiving any essential help you get with washing, dressing and preparing meals, for example. Your care worker should have been given guidance about extra steps they must take to protect you, such as following hand hygiene guidance, and staying away if they show any symptoms of coronavirus. They should wear appropriate personal protective equipment (PPE), such as aprons, gloves, fluid-repellent surgical masks and eye protection where necessary, in line with government guidance. This will also help to protect them if you are showing any signs of coronavirus. 

My carer can’t visit because they’re self-isolating – what should I do?

If your care is arranged through an agency, the agency should send a different care worker to support you. Call the agency if this hasn’t happened.

Councils have wide powers to assist residents with care needs once they are aware of their situation. They can respond very quickly where required. If your care was arranged through adult social services at your local council, you can call the council if there are any problems with your care.

If you use council-arranged direct payments to fund a personal assistant and they can’t visit, call the local council to tell them straight away. They have a duty to ensure your needs are met. This could involve putting an interim arrangement in place until your personal assistant is able to resume their caring role.    

If it’s a friend or relative who usually provides your care, and you’re not able to cope without their support, contact adult social services at your local council to ask for an urgent care needs assessment. You can find their details at Government guidance also advises that you contact your council to make a contingency plan, if you have concerns about your future care and support arrangements.

Should I let my cleaner/maintenance worker into my home?

Government guidance says that cleaners and other trades people can work in people's homes, unless:

If a tradesperson does come in to your home, make sure you maintain a distance of 2 metres (3 steps) from each other, and follow the government's safe working guidance.

Getting shopping and paying bills

What if I can’t pay my gas or electricity bills or top up my pre-paid meter, and have no one to help me?

If you can’t top up your pre-paid gas or electricity meters, or afford to pay an energy bill, contact your energy supplier straightaway. They should have a range of support in place. For example, some suppliers are posting cards loaded with emergency credit or adding discretionary credit directly to your meter. You can find out more on the Ofgem website.

If you have a smart pre-payment meter, you should be able to top-up using an app, online or by phone. Your credit will be sent automatically to your meter.

If you’re unable to deal with your supplier on your own or you can’t get through to them, call the Citizens Advice consumer helpline (0808 223 1133) and ask to be referred to their Extra Help Unit.

How can I get my food and prescriptions if I must self-isolate or I am shielding?

If you don’t have friends, family or neighbours who can support you to get shopping and other essentials, think about using online shopping and prescription delivery services where possible. Anyone making deliveries should leave them on the doorstep or outside.

If you live in England, you can call 0808 196 3646 between 8am and 8pm to request support from an NHS Volunteer Responder. A friend or family member, your GP, community pharmacist, or any other health or local government official can also refer you. An NHS volunteer responder can help with things like prescription collection, shopping, lifts to appointments or even provide a friendly chat over the phone.

Many charities and local community groups are working hard to try and support people who are having to self-isolate. Contact your local council to find out about support in your area, or your local Age UK. You could also try the government's online service to help people to find the support they need.

If someone calls or visits you claiming to represent an organisation that wants to help you, ask for their name. Look up the organisation's telephone number yourself and then call the organisation directly to check that they are who they say they are. Do this before you agree to anything. It's a good idea to use a door chain when answering the door to people you don't know. Once you're happy to accept someone's help, agree in advance how you're going to pay. Never give your bank card or bank details out to anyone, and ask for receipts for everything, to avoid misunderstandings.

In Scotland, for details of where you can get additional support, visit Ready Scotland.

In Wales, you can contact Third Sector Wales to find out about support that is available in your area.

In Northern Ireland, you can call the COVID-19 Community helpline - 0800 915 4604. For local voluntary help, visit CommunityNI.

What if I can’t get an online delivery slot with a supermarket?

Supermarkets are doing their best to increase food deliveries to support people who are vulnerable, older and/or self-isolating. You may find it helpful to look at our tips for getting food and other essentials delivered.

You may also wish to complain to a supermarket. Ask the supermarket for a copy of its complaints procedure and follow this where possible. Try to make the complaint in writing and explain if you think you’ve been discriminated against because of your age or disability. Let the supermarket know what you’d like them to do about your issue(s). You can contact Citizens Advice consumer helpline (0808 223 1133) for more advice on how to complain.

How should I pay someone back if they bought me food or other essentials?

If you are self-isolating and need to pay someone for food or other deliveries, but don’t have online banking or enough cash, you may want to pay them by bank transfer. Never give your bank card or bank details to anyone.

If you're not registered for telephone banking, call your bank and ask them to help you set it up. The Money Advice Service offers guidance about making bank transfers.

You can also use a cheque to pay someone if they accept it. If you don’t have a cheque book, call your bank and they should issue one free of charge.

Many supermarkets, including Asda, Waitrose, M&S, Sainsbury's, Tesco and Morrisons allow you to order an e-gift card online or over the phone. Depending on the scheme, you will be sent a barcode or email that a friend, family member or volunteer doing your shopping in store can present at the checkout. Some schemes will send the gift card straight to the person doing the shopping.

You may also be able to use the Post Office Payout Now service to access cash without going outside. Contact your bank, credit union or building society first to see if they offer this service. If they do, you can send a unique reference code by text, email or post to a person that you trust. They can take the code to any Post Office branch where it will be scanned in return for cash (the amount is set by you).

However you pay someone, always ask for receipts to avoid misunderstandings.

How can I get access to cash if I can’t leave the house?

Your bank, credit union, or the Post Office may be offering a cash delivery service, or third-party cash withdrawals to people who are self-isolating.

Which? has more information about what the different banking providers are currently offering to their customers, or you can contact your provider directly for support.

Protecting yourself from coronavirus (COVID-19)

When will the COVID-19 vaccine be available, and will it be safe?

You may have heard in the news that several different vaccines for COVID-19 are currently being trialled. All new potential vaccines will need to approved as safe and effective by the Medicines and Healthcare products Regulatory Agency before they can be rolled out. The roll-out of any new vaccine will take some time, so it is not possible at the moment to say when the vaccine might be available to you. For now, it is important to continue to follow government guidance to protect yourself and others from coronavirus.

According to the Joint Committee on Vaccination and Immunisation, people over 65 will be prioritised for the vaccine, alongside NHS and care staff. People under 65 including those with health conditions which put them at increased risk will receive the vaccine shortly after, based on an assessment of their risk. How people are prioritised for the vaccine may change as we learn more about the vaccine.

To find out more about the vaccines which are being developed, watch this video by the British Society for Immunology or visit their webpage about what’s in a vaccine.

Can the virus be transmitted on money, food packaging or post?

Surfaces and objects can become contaminated if an infected person transfers droplets by sneezing, coughing or breathing out. You can catch the virus if you touch a contaminated object or surface and then touch your eyes, nose or mouth before you have washed your hands.

At the moment, it’s not clear how long the virus survives on contaminated surfaces, but it could be anything from a few hours to several days. The World Health Organization (WHO) have advised that the risk of catching the virus from post or delivery packages is low.

Do I need to disinfect packaging or other deliveries?

There’s currently no official recommendations from the government or WHO to suggest that this is necessary. If you’re worried because you need to touch or handle items or surfaces that other people have come into contact with, there are things you can do to reduce the risk of infection.  For example, if you think a surface may be contaminated, clean it with a disinfectant like bleach. Wash your hands thoroughly with soap and water or use hand sanitiser gel after handling shopping or touching surfaces that may be contaminated. Remember to also avoid touching your eyes, mouth and nose.

When do I need to wear a face mask?

It's now compulsory to wear a face covering in England when:

  • using any public transport in England, or private hire vehicles and taxis
  • visiting someone in hospital, or going to hospital yourself for an outpatient appointment
  • when visiting a funeral service provider
  • in a shop, supermarket or shopping centre
  • visiting museums, galleries and indoor tourist sites
  • going to theatres and cinemas
  • going to the library, bank, post office and places of worship
  • in a bar, restaurant or café, and not seated at a table to eat or drink.

For the full list of places where you must wear a face covering, see the government guidance on face coverings.

The Government is also asking people to consider wearing a face-covering when going into other enclosed spaces where keeping a 2m distance may not be possible.

People should not use medical-grade facemasks, as these are needed by health and social care professionals. Homemade cloth face-coverings may help stop the spread of the virus, if the wearer has the virus but does not have any symptoms.

Some people do not need to wear a face covering. See the government guidance for people who are exempt from wearing face coverings.

Will the flu jab protect me against coronavirus (COVID-19)?

The seasonal flu vaccine will not prevent you from getting coronavirus but will prevent you from catching the flu which can cause severe illness. However, it is still important to get your flu jab, so that you stay as healthy as possible and to prevent the NHS from becoming overwhelmed during the ongoing coronavirus pandemic. If you get flu and coronavirus at the same time, research shows you're more likely to be seriously ill. 

This year, the flu vaccination programme has been extended so that anyone over 50 should be able to get a free jab – once the most at risk groups of people have started to receive their vaccinations. If you are in the clinically extremely vulnerable group of people at greatest risk of severe illness from COVID-19 (the shielding group), or you live with someone in this group, you can also get the vaccine for free this year.  You will be contacted by the NHS with details of how to get your vaccination.

Supporting others

I am caring for someone and need a break. What can I do about this?

The respite (alternative) care services which are usually available for the person you care for may not be able to support you at this time. If you need a break from caring and don’t have any friends or family who are able to give immediate help in providing care, you can contact your local council to ask for some support. If friends or relatives step in to provide care on your behalf, it is important that they follow the guidelines set out in the government guidance for people who provide unpaid care to family or friends

It is a good idea at this time to put in place (or review) an emergency plan with the person you care for, so that they would continue to get appropriate care and support if you were not able to provide care for them. You can find more information in the government guidance.

For emotional or practical support as a carer, you can also contact Carers UK on 0808 808 7777 or by emailing

How can I support my older relative if they are self-isolating?

Think about delivering food and other essentials, such as prescriptions. Only drop off essentials if you are well yourself, and ensure you follow good hygiene practices, as explained on the NHS website. Leave supplies on the doorstep instead of going inside.

You could also help them in other ways, such as sending books, magazines or films. If they’re online, you could play games such as chess or Scrabble with them or introduce them to streaming services. Call them regularly. Encourage them to stay active at home and keep in touch with friends who are also self-isolating and might need some support.

Can I visit someone in a care home or hospital?

Hospitals can set their own visiting rules, to limit the risk of infection and keep everyone safe. In most circumstances, only one family member or someone close to the patient will be allowed to visit.

Contact the hospital or visit their website to find out about their latest visiting arrangements. If you do visit someone in hospital, you must wear a face covering at all times, and follow any other guidance you are given by the hospital about the number of visitors allowed, and social distancing whilst visiting someone, for example. You should not visit someone in hospital if you are experiencing symptoms of coronavirus or if you’ve been told you need to self-isolate. See the guidance on visiting inpatient settings from NHS England for more information.

If you’re thinking about visiting someone in a care home, the government guidance has been updated while national restrictions are in place across England. The new guidance aims to ensure that care home residents can have visits from friends and family, in a COVID-secure way. How this might work will vary from care home to care home, but could include visits at windows, the use of 'visiting pods' with floor to ceiling screens to separate residents from visitors, or outdoor visits. Check with the care home what arrangements they are putting in place to allow safe visiting.  

Everyone is encouraged to use alternative ways of keeping in touch with loved ones where possible, such as using phone or video calls. You can also speak to the care home or hospital to find out if they have set up any other arrangements to help you keep in touch.

How can I support older people in my community who are self-isolating?

Visit our Advice for volunteers page for ideas, and things to think about to keep yourself and the local community safe.