telephone 0118 931 3800

COVID-19 Help and Support

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telephone 0118 9 313800

COVID-19 Help and Support


We understand that currently you may be experiencing difficulties connected to Covid-19 and the impact this is having on the lives of everybody across the UK and globally.

Your income may have been affected and you might be worried about meeting your financial commitments, including making payments to your TBI account.  You may also be concerned about the impact of the Covid-19 situation on your health and wellbeing.

If you are having difficulties, please contact us so that we can discuss your current situation and find the right solution for you.  We can also direct you towards appropriate independent advice and support if you need additional help.

We are committed to working with you to find the best way forward, taking into account the additional challenges being faced due to Covid-19.  Further information about what we can do to help is available below.

As a company we are working hard to avoid any interruption to our usual level of service whilst also taking the necessary steps to protect our staff and observe government rules and guidelines.  Our telephone lines may be busier than usual and therefore if you are able to, we would encourage you to contact us by email at This email address is being protected from spambots. You need JavaScript enabled to view it.

Payments can be made securely via our website by clicking on "Pay Online" on the "Payment" tab above.  If you have any concerns about whether you can afford to make a payment please contact us.

Information about all of the payment methods we offer can be found by clicking on "How to Pay" on the "Payment" tab above.  This may be useful if you would like to consider an alternative payment method, for example if you are currently finding it more difficult to leave the house to make payments via your usual method.

We are grateful for your patience and understanding during these challenging times we are all facing.



We understand that you may be finding it harder to manage your finances at this time and this will be worrying for you.  Your income may have been affected due to Covid-19, for example due to loss of employment or a reduction in wages.  This may be causing you temporary difficulties with making your payments to us.                                                   

We would only ever expect you to make payments to us which are affordable and do not cause you financial hardship.  We would always want to hear from you if you are struggling to make payments for any reason so that we can take the necessary steps to assist you.

We recognise that these are unusual and particularly challenging times and we would like to provide you with additional reassurance that we are ready to work with you to find the right way forward which is appropriate to the specific difficulties currently being encountered.

This includes offering the additional measures introduced across the financial services industry to provide immediate temporary support to those experiencing financial difficulties due to circumstances arising from Covid-19.

If you are having difficulties with maintaining your payments due to Covid-19, please contact us.  We will be happy to discuss your circumstances with you and find the right solution for you.

There are a variety of options we can consider depending on your needs at this time, including:

  • A temporary payment break for 3 months where needed, for example where there has been a complete loss of income due to Covid-19;
  • A temporary payment break for fewer than 3 months, for example where there has been a loss of income but it is expected to be for a shorter period; or
  • Agreeing to accept reduced instalment payments for a temporary period, for example where there has been a temporary reduction in income.

If your payments are still affordable at present but it is likely that you will soon start to experience difficulties due to Covid-19, we would encourage you to contact us as soon as possible.  This will help us to get an understanding of your situation and what steps might become appropriate to assist you if your circumstances do change as expected.



If you are worried about your debts or your financial situation in general, it is likely be particularly beneficial to you at this time to contact an independent organisation for some additional help.

Organisations such as StepChange, PayPlan and Citizens Advice all provide free advice and support, including information specifically relating to Covid-19.

Further information on these organisations can be found on the "Useful Links" tab above.



We understand that this is a worrying time and the measures put in place by the government for our protection have resulted in changes to our daily lives which have been quite unsettling.

We are aware that as well as potentially causing financial difficulties, Covid-19 may also be having an impact on your health and wellbeing.  This is likely to be especially difficult for those with existing physical or mental health conditions, particularly if it is not possible to access usual face to face support services.



There are many organisations which provide free advice and support for a wide variety of issues.  The following organisations may be particularly helpful at this time:

  • Mind – Mental health
  • Samaritans – Suicide and other troubling issues
  • Trussell Trust – Foodbanks
  • Refuge – Domestic violence

If you are having other difficulties and are unsure as to where you might be able to access additional help, please contact us and we will do our best to assist you with identifying other sources of support.



The following are official sources of information about Covid-19: