When you arrive

Normally we have a receptionist to greet you. Otherwise, please ring the bell to let us know you are here.

Before advising you we will ask you to complete a simple client profile form giving details of who you are. This is to enable us to keep accurate records of who comes to see us, what we have discussed with you in the past and the issues you want help with. All this information is strictly confidential and will never be shared unless you give us permission.

We will also ask you for some basic information about you and your household. This is held anonymously and is used solely to help us develop and improve our services.

When you have completed this form we will enter the details onto the computer and look up our records of any previous advice we have given you.

Waiting for an adviser

Clients are normally seen on a first come first served basis. We give you a waiting room no. and as soon as an adviser becomes available s/he will call your number and take you through to an interview room.

When to come

Many problems are complex and it can take time to look at options. Hence, we suggest that you do allow sufficient time.

If you come in just before closing time we may only be able to offer you a brief interview or ask you to return at another time.

What to bring

Please bring with you as much information as you can about the issue you want to discuss. It is particularly important to bring all relevant paperwork; otherwise we may have to ask you to come back when you have it.

For example, if you have:

• An employment problem please bring your employment contract if you have one;
• An issue with benefits or tax credits please bring recent correspondence and any award letters from the council, Job Centre Plus or HM Revenue and Customs (Inland Revenue);
• Difficulty paying your debts we will need to see wage slips and latest correspondence from creditors;
• An immigration issue, please bring your passport.

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