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Customer services (COVID-19)
Home   Coronavirus (COVID-19)   Customer services (COVID-19)

Customer services (COVID-19)

Getting in touch

To keep everyone safe we are encouraging residents to contact us:

  • using our website
  • by telephone or email

You can access a number of Council services online, including:

We are experiencing periods of exceptionally high call volumes.

In order to meet our requirement to support our most vulnerable citizens, we may only deal with calls for critical services only.

You can also speak to a member of staff by calling 01294 310000 or emailing contactus@north-ayrshire.gov.uk

Council Tax

If you have an enquiry relating to Council Tax, please visit the Council Tax section of our website. Here, you can access information including:

  • online application forms
  • the facility to defer your council tax payments

Alternatively you may contact us by email at counciltax@north-ayrshire.gov.uk

Bins, litter and recycling

See the bins, litter and recycling section for information including how to access services online.

If you wish to report an urgent waste issue, you can do so by emailing contactus@north-ayrshire.gov.uk 

Brooksby Medical Centre

Public access to the Customer Service desk located within Brooksby Medical Centre, Largs, has ceased. Registration services continue to be available by calling 01294 310000.

Making a complaint

Like other public bodies and organisations we are continually assessing the impact of the Coronavirus and our ability to deliver key/critical services.

Whilst we have robust business continuity plans in place for unforeseen events, these unprecedented circumstances have presented substantial challenges which have resulted in service provision in some areas being affected.

Measures have been taken (in line with Government guidance and legislation) to mitigate the impact of the outbreak in North Ayrshire and where we are unable to progress a complaint as a result of these measures, we will inform the complainant and agree next steps.

Self-isolation support grant

As of 13 October 2021 if you are fully vaccinated and have a negative PCR test you are not eligible to apply for the Self Isolation Support Grant.

If you are required to self-isolate but will lose income because you are unable to work from home, help may be available through the Self-Isolation Support Grant.

Administered through the Scottish Welfare Fund, a payment of £500 is available to workers who are in receipt of low income benefits, who earn less than the Real Living Wage threshold or whose household income is such that it falls within the agreed definition of ‘low income’ and will lose income due to either them, their child or someone they care for self-isolating.

These payments are designed to help ensure people who have tested positive for COVID-19 and their close contacts self-isolate for the required period to stop the onward spread of the virus. They are also designed to encourage individuals who are eligible for the payment to get tested if they have symptoms. This is important to help stop the transmission of COVID-19 and avoid further economic and societal restrictions.

Self-isolation payments are taxable. If you’re employed, you’ll pay tax on the payment if you go over your tax-free personal allowance. Your tax code will change to collect the tax. You will not pay National Insurance contributions on the payment. If you’re self-employed you must report the payment on your Self-Assessment tax return

Am I eligible?

You can apply for the Self-Isolation Support Grant if you are:

  • required by the Test and Protect Service to self-isolate as a result of COVID-19
  • the parent or primary carer of a child under 16 who has been required by the Test and Protect Service, local public health director or a local Incident Management Team notification to self-isolate
  • the primary carer of a person over 16 who is required by the Test and Protect Service or local public health director to self-isolate

and you

  • are aged 16 or over
  • live in the local authority area
  • are employed or self-employed
  • are unable to work from home
  • are in receipt of, or have recently been awarded:
    • Universal Credit
    • Working Tax Credit
    • Income-Based Employment and Support Allowance
    • Income-Based Jobseeker’s Allowance
    • Income Support: Housing Benefit, Pension Credit or means-tested Council Tax Reduction
  • or earn less than the Real Living Wage threshold or your household income is such that it falls within the agreed definition of 'low income’, being no more than 25% above the Universal Credit level
  • and will experience reduced earnings as a result of self-isolating

Ready reckoner

Low income levels for the Self-Isolation Support Grant

If you're a low paid worker, you can apply for the grant if either your personal earnings or household income is below the amounts shown.

You can apply either as an individual worker or as part of a household - whichever means you qualify.

Household typeNumber of children Monthly household income after
deductions (£) 
 Monthly personal earnings before deductions (£)
Single person 0 1,509.05 1,543.75
Couple 0 1,876.25 1,543.75
Single person 1 2,584.21 1,543.75
Couple 1 2,951.42 1,543.75
Single person 2 3,203.01 1,543.75
Couple 2 3,570.21 1,543.75
Single person 3+ 4,059.28 1,543.75
Couple 3+ 4,426.48 1,543.75

How to apply

Apply online and submit your supporting evidence. You can apply at any point up to 28 days from the time you were requested to self-isolate.

Please note: as of 13 October 2021 if you are fully vaccinated and have a negative PCR test you are not eligible to apply for the Self Isolation Support Grant.

Apply here

Family pandemic payments

The Scottish Government recently announced additional support available to children and young people of school age (P1 to S6) in receipt of free school meals on the basis of low income eligibility. Payments made by local authorities will continue to support the Family Pandemic Payment and the new Scottish Child Support (SCP) Bridging Payment.

Pandemic support payments during 2021 will total £520 and incorporates the spring and summer payments which have already been paid, a new additional payment in October and an increased winter payment in December.

SCP Bridging Payments during 2022 will total £520 and will be made quarterly in the spring, summer, autumn and winter in line with school holidays. Details can be found in the 2022 payments table below.

Payment will be made automatically by bank transfer for all eligible children and young people in receipt of free school meals. There is no separate application required for these payments but you must have registered for free school meals on the basis of low income.

Eligibility

All children and young people who receive free school meals on the basis of low income or on local authority discretion to promote wellbeing are eligible.

A child or young person is eligible to receive free school meals based on low income where the household is in receipt of:

  • Income Support
  • Job Seeker's Allowance (income based)
  • Employment and Support Allowance (income related)
  • Universal Credit (where monthly earned income is not more than £625)
  • Child Tax Credit, but not Working Tax Credit, with an annual income of less than £16,105
  • both Child Tax Credit and Working Tax Credit with an annual income of up to £7,500
  • support under Part VI of the Immigration and Asylum Act 1999

A child or young person may qualify for free school meals at local authority discretion if their household experiences financial hardship. This could be because:

  • their immigration status means they have no recourse to public funds
  • they are still waiting on their first Universal Credit award notice

Children and young people receiving free school meals based on universal provision (P1-P3, extending to P4 from August 2021 and P5 from January 2022) are not eligible. Children receiving free lunches in Early Learning and Childcare settings are not eligible.

If your child currently receives free school meals based on universal provision (P1-4/5) but you think you are eligible on the basis of low income, you should make an application for the school clothing grant and free school meals to ensure you receive the additional support payments.

Payments

To qualify, children and young people need to be registered for free school meals on the basis of low income on the following dates in both 2021 and 2022:

  • Spring payment - registered on 2 February or subsequently register and are eligible for free school meals by the end of the school term at Easter break
  • Summer payment - registered on 30 May or subsequently register and are eligible for free school meals by the end of the school term at Summer break
  • Autumn payment - registered on 23 September or subsequently register and are eligible for free school meals by the end of the school term at October break
  • Winter payment - registered on 30 November, or subsequently register and are eligible for free school meals by the end of the school term at Winter break

You will receive only the payments due from the date your child becomes eligible. Payment will not be backdated so ensure you submit an application as soon as possible to receive all payments you are entitled to.

2021 payments
PaymentsValue Eligibility period Payment date
Spring 2021 (Spring Hardship Payment - already paid) £100 2 February to end of term at Easter break - 1 April if registered by 22 March

- By 15 April if registered after 22 March and before end of term
Summer 2021 (Family Pandemic Payment - already paid) £100 30 May to end of term at Summer break -25 June if registered by 30 May

-By end of July if registered after 30 May and before end of term
Autumn 2021 (New SCP additional payment) £160  23 September to end of term at October break -8 October if registered by 23 September

-By end of October if registered after 23 September and before end of term
Winter 2021 (Family Pandemic Payment plus SCP Increase) £160 30 November to end of term at Winter break -20 December if registered by 30 November

-By end of January if registered after 30 November and before end of term
2022 payments
Payment Value Eligibility periodPayment date 
Spring 2022 £130 2 February to end of term at Easter break -1 April if registered by 2 February

-By end of April if registered after 2 February and before end of term
Summer 2022 £130 30 May to end of term at Summer break -29 June if registered by 30 May

-By end of July if registered after 30 May and before end of term
Autumn 2022  £130 23 September to end of term at October break -14 October if registered by 23 September

-By end of October if registered after 23 September and before end of term 
Winter 2022 £130 30 November to end of term at Winter break -19 December if registered by 30 November

-By end of January if registered after 30 November and before end of term

Register for free school meals

If you have not previously applied for a Clothing Grant and Free School Meals but feel you may be eligible you should apply now.

If you qualify you could be entitled to a school clothing grant for each child attending school. If you are awarded free school meals you will also be entitled to the additional support payments as detailed.