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How we are supporting vulnerable people

Adult care  

Last updated: 5 October 2020

We are committed to supporting the most vulnerable in our community as well as providing critical services that still need to be available for groups including older people, those who need safeguarding and those in receipt of benefit payments.

Adult Social Care Service Delivery

Some of our non-critical council services are still closed to help prevent the virus from spreading and to protect the safety of residents and our staff. We are working to ensure that our most vulnerable residents can currently continue to receive the same level of care as they did previously.

Home care and residential care

Please visit our care homes pages for more information.

NHS services

Our health services are returning to normal and if you need medical help, the NHS is here for you at all times.

You can still contact your GP practice for advice or to arrange an appointment either by phone or online.

If you are told to go to hospital, you must go. You should continue to attend your appointments. In line with government guidance visitors and outpatients must wear a face covering or face mask when they attend University Hospital Southampton (UHS) sites.

Visitors who attend and wear their own face covering should continue to wear these during their visit. Those visitors without their own face covering will be given a surgical mask to wear for the duration of their visit.

It is essential that face masks are worn correctly, not touched when on and changed when required.

You can still contact 111 online or call 111 for help - and if it’s a serious or life-threatening emergency, call 999.

Victims and perpetrators of domestic abuse  

Last updated: 17 April 2020

We realise the coronavirus lockdown is having a serious impact on anyone experiencing domestic abuse. Support services are still here to help you, online and over the phone, whenever you need it.

In an emergency always call 999. The ‘Silent Solution’ system is in place if you are unable to speak. After dialling 999, and hearing an automated message, you will be prompted to press 55 which will transfer you to the police. A call handler will then assess your call and arrange help if needed.

Local and national refuge services (safe houses for women and children who need to flee domestic abuse) are continuing to operate, while most local support services have suspended all face-to-face client services until further notice.

  • For women and children experiencing domestic violence:
    National Domestic Abuse Helpline
    T: 0808 2000 247
    If you are unable to call the helpline, you can complete an online form, requesting a safe time to be called back.

  • For support, advice, safety information or referral to local services:
    PIPPA (Southampton)
    T: 023 8091 7917 (Monday-Friday). If the line is busy, please leave a message with your name, contact number and safe time to call.

  • For people who have experienced, or are at risk of, domestic or sexual abuse:
    Yellow Door
    T: 023 8063 6313 (Monday-Friday, 12-3pm). The line is staffed by a Polish-speaking counsellor each Tuesday; if you need help in another language please let Yellow Door know.

  • For men who are worried about hurting the person they live with:
    The Hampton Trust
    T: 023 8000 9898
    The team are continuing to maintain victim and perpetrator services; safeguarding, case/risk management and safety planning also remain critical during this time.

  • Respect Phoneline
    T: 0808 802 4040

  • For male victims of domestic abuse:
    Respect Men’s Advice Line
    T: 0808 801 0327

  • For LGBT+ people experiencing domestic abuse:
    National LBGT+ Domestic Abuse Helpline
    T: 0800 999 5428

  • For children or young people experiencing abuse:
    T: 0800 11 11

Homeless and rough sleepers 

Despite experiencing some disruption at this time, we are continuing to provide support services to homeless families, including those who need emergency help, in the normal ways. We are still using self-contained temporary accommodation in the city to house families.

We are working with local hotels to increase the number of spaces available to single rough sleepers who are not able to self-isolate. This is in addition to beds in the city’s hostels, which are operating fully at the moment.

Our street outreach work is happening regularly and with the support of health practitioners to encourage those found sleeping rough to access our services.

If you are worried about a rough sleeper here is some further advice about what you can do to support them responsibly. Please call 999 if you see someone who is unwell or distressed. Don't put yourself in danger or approach someone behaving aggressively.

Worried about money 

We appreciate this is a difficult time and people are worried about their finances. We are making regular updates to our information on money, benefits and paying the council during COVID-19. You might also find our information for businesses useful.

How to get help  

Our COVID-19 resident’s helpline 023 8083 4800, is open Monday to Friday, 8.30am to 5pm for practical support and information, or, you can fill in the online form.

Community support request

If you live outside of Southampton, you can contact Hantshelp4vulnerable on 0333 370 4000. This line is currently open from 9am-5pm, weekdays, and 9am to 4.30pm on Fridays (as of 01 August 2020).

If you need medical help, call the NHS on 111. If it is a medical emergency, call 999.

Find local help

Southampton Voluntary Services has put together a database of Community Links for support during COVID-19 where you can search for help, guidance and services on a variety of topics by postcode. This is continuously updated.

Love Southampton, an initiative of local churches and organisations are also bringing people together for the good of our city and helping those impacted by the Coronavirus outbreak.

How you can help 

If you are interested in how you can help out in Southampton at this time, we will be bringing you more information soon on how you can help. Opportunities include roles for people new to the care industry.

Interim Covid-19 financial support to the Adult Social Care sector from Southampton City Council 

Last updated: 29 May 2020


The proposed approach to award financial support to providers, responds to how the Council is delivering on Covid19 - Our Action Plan for Adult Social Care, using the additional funding awarded to local authorities to support providers of care. The financial support recognises the additional cost pressures incurred by our health and social care providers to ensure the safety of Southampton residents in our community and care homes.

On the 4th May 2020 Cabinet agreed to a 10% price uplift for a fixed period 19th March 2020 to 30th June 2020. This financial support award is available to all adult care homes and homecare of clients in receipt of services from Southampton Council.

The current financial package is time limited but will be kept under review as the Government updates on its approach to the management of Covid-19.

Financial support to providers

The financial support has been made available to providers in various ways to best align to their business practices. The breakdown below only includes expenditure made to date, and more is planned to be made over the coming months. As a result, this financial support is set to increase significantly as more payments are made to care homes and home care providers. This support will consider those providers who may require additional support for whom the Council does not contract or currently have Southampton residents in their care homes.

As at Friday, 29th May 2020 Southampton City Council has supported the social care and support market by the sum of £1,264,006. This is in addition to the practical support of advice and training, PPE supplies and other support including changes to care packages to meet increased needs. We are committed to keep this information updated on a monthly basis.

The breakdown of expenditure up to Friday, 29th May 2020 is:

Support to providers that Southampton City Council has contracts with:
Home Care Residential Care Other provision
Support being offered

Total paid to date: £123,192

  • Payments made more quickly following invoice receipt
  • 10% uplift on current payments, payable each period for 104 days in total
  • Process for providers to request additional support to help meet costs where financial difficulties may occur

Total paid to date: £1,010,721

  • Payments made in advance each month for all commissioned care
  • 10% uplift on current commissioned paid and covering 104 days in total
  • Process for providers to request additional support to help meet costs where financial difficulties may occur

Total paid to date: £130,093

Community Support Hub  

Southampton City Council has launched a Community Support Hub and a dedicated helpline in response to the COVID-19 crisis, to ensure that the most vulnerable people across the city have access to the support they need.

The hub will bring together support from across the city including the NHS, Southampton CCG, Southampton Voluntary Services and other voluntary and faith groups across the city.

  • Payments made more quickly following invoice receipt
  • 10% uplift paid to some housing support providers paid and covering 104 days in total
  • Process for providers to request additional support to help meet costs where financial difficulties may occur
Total spent by end of May 2020 on supporting providers that Southampton City Council has contracts with £1,264,006

Support to providers that Southampton City Council does not have contracts with:
Home Care Residential Care Other provision
Support being offered Process for providers to request additional support to help meet costs where financial difficulties may occur Process for providers to request additional support to help meet costs where financial difficulties may occur Process for providers to request additional support to help meet costs where financial difficulties may occur
Total spent by end of May 2020 on supporting providers that Southampton City Council has no contracts with £0

The attached documents provide more details on integrated working across the council and CCG in the city. They provide information on the actions being taken in the city to support the care market, and to sustain the current care capacity during this period of uncertainty. It includes information on infection prevention and control measures, and the support plan for care homes in the coming months.

Other forms of support  

If you’re experiencing financial difficulty, or would like some specialist advice, you can access information and support via:

You may also find it useful to see how we are supporting vulnerable people and how to stay well at home.

Keeping safe  

It is vital that if you are giving, or receiving help, you take precautions to ensure your safety and those of others.

We urge all volunteers to adhere to government’s guidance on how to volunteer safely. For advice and tips, take a look at these videos created by Southampton Voluntary Service.

If you are receiving help, you should follow the Government’s social distancing and hygiene guidance. Do not let anyone into your home, unless you have confirmation that they are a registered professional or representative of a recognised Voluntary / Community sector organisation. Be cautious and curious and ask volunteers for proof of ID. You may also be interested in our advice on avoiding Covid-19 scams.

You can keep up to date with the latest government guidance.

If you’re worried you have Coronavirus, follow the NHS advice.