Introducing… SNAP Connect, ‘A smarter way to get the right support!’

What is SNAP Connect?

We are updating how our helpline works to make sure everyone who contacts us receives the most appropriate support as quickly as possible.

SNAP CONNECT is our new triage-based helpline service. Instead of waiting on the phone, callers are invited to leave their contact details along with a brief message (the reason why they are contacting Snap today). This allows our team to carefully review each enquiry and respond in the most effective way.

How it works

1. Leave a message When you call SNAP CONNECT, you’ll be required to provide your contact details and a short description of your enquiry or issue. If you can also give us your location in Wales, it will help us get you the right support.
2. You are in! Our system will pick up your request, just to let you know that sometimes we may need more information, so please look out for a call, email or text from us
3. We review your request Our team assesses each message to understand the level of support needed.
4. We respond appropriately (Demand extremely high, but we will get to you as soon as we can!) If your enquiry can be resolved with information or guidance, we’ll send this directly to you (usually by email). If your situation requires more in-depth support, it will be assigned to one of our specialist caseworkers, who will contact you directly.

Why we’ve made this change

This new approach allows us to:

• Prioritise urgent and complex cases so those who need the most support get it quickly
• Reduce waiting times by avoiding long phone queues
• Use our resources more effectively, ensuring our specialist team can focus where they’re needed most
• Provide more considered responses, rather than rushed conversations

What this means for you

• You won’t need to wait on hold
• Your enquiry will be reviewed carefully
• You’ll receive the right level of support based on your needs

We’re still here to help

While the way you contact us has changed, our commitment to supporting you hasn’t. SNAP CONNECT ensures that every enquiry is heard, assessed, and responded to appropriately.

How to access the service:

Call SNAP Connect on: 029 2002 8466

(Calls to SNAP Connect will be charged at standard network rates depending on the originating caller’s location and plan)