Calls are charged at the same rate as calling an 01 or 02 number (clients must check with their local provider for exact costs).
Calls to our Adviceline are answered by our volunteer assessors. You will be asked for details about your issues so we can determine the best way to help you. This list indicates the sort of information it would help to have with you when you call.
Our Adviceline is often in high demand and you may have to wait in a queue or call back at less busy times such as afternoons.
We hope to resolve your issue over the telephone. We may advise you to take some action and then contact us again. If you need further or more help we may give you a telephone appointment when an adviser will call you at a pre-arranged time and take you through your options and advise you on the actions you should take.
After talking to you we may believe it is best for you to come for a pre-arranged appointment at our offices. However, we cannot provide face to face or telephone appointments to everyone who requests them.
All our advisors receive full certificated training and are able to explain options and the possible outcomes of different actions, so people can make their own informed decisions and act on their own behalf. They are trained in empowering and supporting people to help to bring a satisfactory conclusion to their problem.
Given we have limited resources, we assess each individual we come into contact with and decide how much help and assistance we will be able to provide. We aim to empower people so we may advise you on how what should be said in a letter or phone call we may not be able to make the call on your behalf.
Demand for our service outstrips resources and during busy times there may be delays – your patience at these times is greatly appreciated.
What people are saying
Made a huge difference as I had never claimed benefits before.
Very handy place to have an advice service... as I could not leave the hospital.