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 four 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 – We have received notification that Haven have closed their parks until 2 July, they are in the process of contacting all affected families. Find out more on the Haven website.

Butlin’s – We have received notification that Butlin’s have closed their parks until 2 July, they are in the process of contacting all affected families. Find out more on the Butlin’s website.

Center Parcs – We have received notification that Center Parcs have closed their parks until 5 July and 19 July for Longford Forest, they are in the process of contacting all affected families. Find out more on the Center Parcs website.

Clothing

The Flexicard provided through Park can be used online at Peacocks and Schuh, unfortunately all other retailers are not available for online purchases. We understand that this is not ideal and we are working to find a resolution as quickly as possible. 

Trampolines and Spas 

Due to unprecedented demand, Atlantic Trampolines are currently out of stock of trampolines and spas. Further stock is on order and due to arrive during June 2020. 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 trampoline or 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

Atlantic Trampolines have informed us that they will not be able to offer an installation service on their playhouses and hobby sheds at the moment, this is to help customers and their staff keep a safe distance. If you require installation, please call Atlantic Trampolines to place your order on 0800 032 5879. Once the installation service is available again and your order can be completed they will contact you. 

Outdoor play equipment

Due to unprecedented demand Atlantic Trampolines are currently out of stock of some outdoor play products. If the items you want are shown as 'out of stock' on their website Atlantic Trampolines will endeavour to give a due date for the arrival of new stock. Please be patient and avoid contacting Atlantic Trampolines directly unless you have a special order request. 

Kitchen appliances

AO will continue to deliver appliances, but all electrical retailers are temporarily suspending their installation services on some products due to the length of time required to be in the customers’ property. Cookers will still be installed. They have provided a support link to their website that can help you with kitchen appliance installation. If you are unable to install your product, we can add a three month extension to the expiry of your grant. 

Argos

All Argos orders are now online only, as a result stock levels on selected items are changing on a daily basis, and some items may not be in stock in your area. Please check availability on the Argos website for the latest information.

All Argos stores are temporarily closed except those within Sainsbury's stores as a way for customers to collect online orders whilst doing essential food shopping. The ability to browse within these stores has been removed. All orders and payment must be completed online in advance, before choosing either delivery or pre-paid collection from a Sainsbury's collection point.

For the safety of Argos’ customers and colleagues, they have temporarily reduced the items available for home delivery and are no longer offering an installation service. Certain items will still be available for doorstep delivery, and will be left in a safe and sensible location. Please check delivery times on their website before placing your order. 

Games, books and music

We are aware that the current Flexicard provided through Park cannot be used with some retailers. However, Argos are able to accept the Flexicard online.

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.