Self-isolation support help please

Bmwm3gt2

Hi all, my son and wife both had high temperatures Thursday night and went for a test Friday morning. My wife's test was negative but my son tested positive. Long story short, my wife didn't get the account reference needed to claim support, my application has been successful but the council say hers can't be awarded without the reference. How can we get the reference? The text/emails don't give a number, we have tried 119 but to no avail. They have obviously got screenshots where she has been told by Test and Trace that she must isolate etc and we are on the electoral roll as living together but we have no idea where to go to get the account reference! Thanks for your replies 

MattMattMattUK

Bmwm3gt2 said:

my wife didn't get the account reference needed to claim support, my application has been successful but the council say hers can't be awarded without the reference. How can we get the reference? 

Has your wife been told by Test and Trace (via a phone call) to self isolate? If not then without either that, or a positive test result, she will not get the reference. How did she book the test, via the app, via test and trace on the phone?

tacpot12

You might try calling the number on this page, or log into the Test & Trace website.
If you're told to self-isolate by NHS Test and Trace - NHS (www.nhs.uk)
No idea if this will work. Please let us know if it does, as it could help others. 

Mrsn

The text message and emails should contain an 8 digit (numbers and letters) classed as her account details - this is the number you will need. If you have all been specifically contacted via phone and not the app then this number will have been generated to allow the grant to be applied for.

Bmwm3gt2

tacpot12 said:

You might try calling the number on this page, or log into the Test & Trace website.
If you're told to self-isolate by NHS Test and Trace - NHS (www.nhs.uk)
No idea if this will work. Please let us know if it does, as it could help others. 

Thanks, I've just rang the number but it play a general message and then hangs up so it's not possible to speak to someone.

Bmwm3gt2

MattMattMattUK said:

Bmwm3gt2 said:

my wife didn't get the account reference needed to claim support, my application has been successful but the council say hers can't be awarded without the reference. How can we get the reference? 

Has your wife been told by Test and Trace (via a phone call) to self isolate? If not then without either that, or a positive test result, she will not get the reference. How did she book the test, via the app, via test and trace on the phone?

She booked the test for her and herself online. He came back positive and hers said she was negative and only needed to isolate if she has had certain things, including living with someone who has tested positive, which she clearly does.

Bmwm3gt2

Mrsn said:

The text message and emails should contain an 8 digit (numbers and letters) classed as her account details - this is the number you will need. If you have all been specifically contacted via phone and not the app then this number will have been generated to allow the grant to be applied for.

Her text just states her test was negative but needs to isolate as our son tested positive, but no reference is given.

Mrsn

It will come from a separate text message from the test and trace people once she has been identified as a contact as your son has tested positive. When did you get the positive test result?

Bmwm3gt2

Mrsn said:

It will come from a separate text message from the test and trace people once she has been identified as a contact as your son has tested positive. When did you get the positive test result?

We had the results Saturday evening, everyone else in the household has had the texts with the reference and also calls asking if we need help with medication and food deliveries. I personally think the T&T operative that called my wife to take details of who my son had been in contact with has just forgotten to add my wife as her texts are stating her negative result and not that she has been identified as a person that has been in contact with someone who's tested positive.

Mrsn

Bmwm3gt2 said:

Mrsn said:

It will come from a separate text message from the test and trace people once she has been identified as a contact as your son has tested positive. When did you get the positive test result?

We had the results Saturday evening, everyone else in the household has had the texts with the reference and also calls asking if we need help with medication and food deliveries. I personally think the T&T operative that called my wife to take details of who my son had been in contact with has just forgotten to add my wife as her texts are stating her negative result and not that she has been identified as a person that has been in contact with someone who's tested positive.

I would say that seems a likely scenario. When T&T call you for your next check up I would suggest mentioning it then. Other than that I’m not sure what else to suggest.... it’s already stressful enough for you I’m sure without having this added part.

Bmwm3gt2

Just to update this thread incase others are in the same situation. We have finally sorted it thanks to the help of someone that called me from Test and Trace. We had to sign in to my sons account using the details we had been sent, my wife was listed as someone he had been in contact with so we deleted her from his contact list and added her again, making sure the option asking if she was aware she needed to self isolate was not selected. After this within about an hour she had a call and also texts with the required reference, she has also now been approved for the £500 payment. Thanks to everyone who took the time to reply and I hope this helps others that may be in the same situation.