Urgent: National Support Line Update
Huggg shopping service

Update

The BRC has taken the decision to pause the issue of routine Huggg vouchers; as of now, if a caller seeks support for food the message will be (after following the action steps below) “we will pass your information to a local team that may be able to assist you by providing a food parcel”

Action

  1. Undertake caller ID checks as a part of your due diligence (Name, postcode, phone number etc)
  2. Ratify postcode using Royal Mail post code checker and/or Google maps to try and ensure it is a legitimate address
  3. Try to establish a signposting action to a local foodbank or food charity where possible
  4. State the above message if a signpost option is not available
  5. Be prepared (as has happened in some cases) for callers to hang up or get cross
  6. If making a referral, please ensure that your case notes reflect all stages of support that you have offered the caller

Backgound

As you may be aware, we have had several cases across the UK – identified by our support line and at area level – of potentially fraudulent calls.I know that we will continue to look at meeting as many genuine needs as we can whilst mitigating fraudulent access to our services and funds.