Register Kit – Frequently asked questions

COVID-19 Testing Kit – Instructional Video

Contact Centre:


0300 303 2713

Lines are open from 7:00am - 10:00pm daily

  • Kit Return

    You can deposit your completed kit at a dedicated collection point found at various Council Building locations. Please visit www.randoxhealth.com/kit-return to locate your nearest collection point.
  • Am I a key worker?

    You can find official guidance on who Key Workers are on GOV.UK.

  • Where can I find my National Insurance number?

    You can find your National Insurance number on:

    • your payslip
    • your tax returns
    • official letters about tax, pensions or benefits

    For more info on your National Insurance number, visit HM Revenue & Customs.

  • I think I have Coronavirus, what should I do?

    If you are a Key Worker and you are showing Coronavirus symptoms, you must use this service to order a COVID-19 Sample Collection Kit for you and each person you live with, and await the results, before returning to work.

    You should use the 111 service to get advice on what steps to take next. You can find additional guidance on what to do at GOV.UK.

  • Someone I live with is showing Coronavirus symptoms, what should I do?

    If you are a Key Worker and you are living with someone who is showing Coronavirus symptoms, you must use this service to order a COVID-19 Sample Collection Kit for you and each person you live with, and await the results, before returning to work.

    They should use the 111 service to get advice on what steps to take next. You can find additional guidance on what to do at GOV.UK.

  • When can I return to work?

    If you are a Key Worker and you, or someone you live with, are showing Coronavirus symptoms, you must order a COVID-19 Sample Collection Kit for you and each person you live with, and await the results, before returning to work.

    You should use the 111 service to get advice on what steps to take next. You can find additional guidance on what to do at GOV.UK.

  • I haven’t received my test results, can I go back to work?

    If you have ordered a COVID-19 Sample Collection Kit and sent it to the lab for analysis, you must await your results before returning to work.

    You will be notified via email of the result and what to do next.

  • What happens once I’ve ordered my test kit?

    Once you have ordered a COVID-19 Sample Collection Kit, you will receive it within 48 hours.

    Once you receive the kit, follow the instructions provided. You can find additional information on how to use the COVID-19 Sample Collection Kit here.

    Once you’ve completed the instructions, post the kit in a post box located in front of your local Post Office, Royal Mail Customer Service Point or Parcel Box (using the pre-paid packaging provided) and it will be sent to the lab for analysis.

    Expect to receive your results within 72 hours.

    You will be notified via email of the result and what to do next.

  • What is my URN?

    Your URN is your unique reference number. Your URN is found within your COVID-19 Sample Collection Kit on pre-printed labels. You must use your URN to register your kit at www.randoxhealth.com/register-kit. You must always keep this URN safe.

  • How long does it take to receive my test results?

    Once you have ordered a COVID-19 Sample Collection Kit, you will receive it within 48 hours.

    Once you receive the kit, complete the instructions, and send it to the lab, you will receive your results within 72 hours of the sample arriving at the laboratory.

    You will be notified via email of the result and what to do next.

  • Do I need to register my kit online

    Yes. You must register your kit online to receive your results. Please visit www.randoxhealth.com/register-kit to register your kit. You must enter your URN exactly as it appears on your paperwork. E.g. ‘N00000012’

    Failure to register your kit will mean we will be unable to send you your results.

  • How do I know if my registration has been successful?

    If you have registered your COVID-19 home test kit through the GOV.UK website, please call the NHS Contact Centre on 0300 303 2713 for advice.

    If you are a private or corporate customer and have registered your COVID-19 home test kit through the Randox Health website, you should receive an email confirming your registration was successful. If you are unsure if your registration was successful, please try to register again as the site will not allow you to register the same URN twice.

  • I have made an error in completing my online registration, what do I do?

    If you have registered your COVID-19 home test kit through the GOV.UK website, please call the NHS Contact Centre on 0300 303 2713 for advice.

     

    If you are a private or corporate customer and have registered your COVID-19 home test kit through the Randox Health website, please send an email with your URN to covid19@randoxhealth.com.

  • I have returned my kit but have forgotten to make note of my URN, what do I do?

    Unfortunately without a URN and kit registration, there is no way of allocating an individual with their URN – this means that no results can/will be released.

    For NHS staff they should contact their POC within the hospital to arrange retesting.

  • Where is my COVID-19 Sample Collection Kit?

    Once you have ordered a COVID-19 Sample Collection Kit, you will be sent an email with a link to track the delivery status of your order.

    Once you have sent it to the lab for analysis, you will receive your results within 72 hours.

    You will be notified via email of the result and what to do next.

  • How do I use the COVID-19 Sample Collection Kit?

    You will be sent instructions with your COVID-19 Sample Collection Kit.

    You can find additional guidance on how to use the sample collection kit here.

  • What should I do if I receive a negative test result?

    You will be notified via email of the result and what to do next.

  • What should I do if I receive a positive test result?

    You will be notified via email of the result and what to do next.

  • What should I do if I receive a presumed positive test result?

    You will be notified by email of the result and what to do next. A presumed positive result occurs when the laboratory test indicates the presence of the virus but in insufficient concentration to confirm its presence. If you receive a presumed positive result, you should treat this as positive until a repeat test on a new sample is performed.

  • What does a VOID test result mean?

    A void result occurs when it has not been possible for the laboratory to test your sample. Reasons that the laboratory cannot test a sample include:

    • The swab sample was received in an unlabelled sample collection tube
    • The swab was placed in the wrong tube (i.e. the transportation tube instead of the small sample collection tube)
    • The swab sample was taken incorrectly
    • The sample collection tube leaked during transit

    If you receive a void result, you should arrange to send another sample as soon as possible