We want to reassure families that we are putting measures in place to ensure we can continue to provide essential grant support. However, we do expect delays in some areas given the impact of Coronavirus on our team and suppliers. 

Please read through the following support information to find out if your query can be answered without giving us a call.

Changing your requests

If you decide you no longer want to use your grant and your grant has been awarded in the last three months, we can consider a change of request. This can take a minimum of six weeks to process. Please complete our Contact Us form, selecting option seven. 

Family Breaks

You have received your grant but not booked your family break yet…

You can either:

  • Save your grant to go on a break when this is all over, just keep hold of it for now and contact the provider when you can. They are extremely busy at the moment but will still help you with bookings when you can get through.
  • Or we can consider changing your grant to something else, please follow the change of request process above.

You have already booked your family break….

In light of the increasing risk of Coronavirus we understand that some of our family's upcoming family breaks abroad and across the UK will be affected. You will need to check directly with your family break supplier below:

Inspire - Inspire are prioritising changes and cancellations for families due to travel within the next 14 days, so please only call if you are due to travel in the next two weeks. To find out their current position regarding rebooking and refunds please read their full statement or head to the Inspire website.

Haven – Haven are prioritising changes and cancellations for families due to travel within the next 14 days, so please only call if you are due to travel in the next two weeks. To find out their current position regarding rebooking and refunds please head to the Haven website.

Butlin’s – Butlin’s are prioritising changes and cancellations for families due to travel within the next 14 days, so please only call if you are due to travel in the next two weeks. To find out their current position regarding rebooking and refunds please head to the Butlin’s website.

Center Parcs – We have received notification that Center Parcs in Ireland have closed their parks until 30 October due to local lockdown restrictions. They will contact any families affected by these changes. Find out more on the Center Parcs website.

Spas

Due to unprecedented demand, Atlantic Trampolines currently have limited stock of spas. Once you have received your grant letter Atlantic Trampolines will contact you via text or email to ask you to look at the Atlantic Trampolines website and decide which spa size package you would like to order, even if it shows as out of stock. To place your order, you must call Atlantic Trampolines on 0800 032 5879 where they will take your order in advance of the stock becoming available so that delivery can be arranged as quickly as possible once the stock arrives. Please be patient and avoid contacting Atlantic Trampolines before they contact you.

Playhouses and Hobby sheds

Due to unprecedented demand, Atlantic Trampolines currently do not have playhouses and hobby sheds in constant stock. We understand that this is not ideal and we are working to find a resolution as quickly as possible. 

Kitchen appliances

AO are continuing to deliver and install all appliances. They have provided a support link to their website where you can find extra information to help with kitchen appliance installation.

Bank details

We may have sent you an email asking you for your bank details, this is because you have been awarded a cash grant and we need your details before we can process it. Please carefully follow the directions in the email, you will need your Family Fund number and the PIN provided in the email to submit your details. Once you have submitted your details the payment should be in your account within 10 working days.


Thank you for bearing with us as we work as hard as we can to maintain support for families during these difficult times. It would really help us if you could use our online resources wherever you can to find out information you need:

If you have any specific queries about your grant, please contact us using our online form.

Take care of each other and stay safe!

From all of us here at Family Fund.