Over the last 12 months we have been experimenting with a number of things. The demands for advice and our resources are not equal and so we have had to come with different ways of doing things. We also adopted a strategic vision which is more preventative in focus and which seeks to build on individual’s abilities and strengths rather than our traditional way of working. We have revised the appointments that we can offer, the direct support that we can help individuals with as well as the types of work are best suited to assist with. Funding has been a part of the story in driving these changes but our strategy has also been a bigger part. We want to be able to prevent more problems recurring and help people to help themselves more. We have limited resources to be able to offer a face to face advice appointment on a repeated basis and will offer telephone contact instead and guided action points for people who are unsure of what they should be doing next. If we feel that it is not possible for you to cope on your own without further support we may suggest that a more appropriate support agency should assist us together.
We understand that sometimes people feel that they are the only ones with the problem they are facing and our workshops have started to bring people together who are going through the same thing at the same time. Our Personal Independence Payment workshop has seen many people feel ’empowered’ and more confident to be able to help themselves in future and sometimes help other people they know.
From 6 February 2017 – Initial Check through face to face drop in at Llys Glas – Mondays to Fridays 9am – 12 noon. Telephone access – Mondays, Tuesdays, Thursdays and Fridays 9am – 3pm. Wednesdays 9am – 12 noon. Our approach is to ask some very brief questions when you contact us – whether this is by telephone or at a face to face ‘Initial Check’ session. So either contact routes should result in an equal approach. We will then be able to assess whether the problem you want solved is something that our organisation is best suited to assist with or another organisation is, how much you can do yourself, e.g. if you have internet access and what adviser appointments we have available within a reasonable timescale. These appointments could be telephone or face to face.
The advantages of all this are reducing waiting times and helping you as quickly as we can through an information, supported information or advice route.
January to March is the busiest time of year for our service. We don’t want people to have to wait in lengthy queues only to be told we have no adviser available to assist. We will be able to tell you quickly whether we can help you that day. Further updates on hours of operation will be provided through this website.
Instead of visiting you may prefer to ring Adviceline 03444 77 20 20 which is available Monday to Friday 9am to 4pm.
There is lots of information online to help you – template letters, tactical advice and information on your rights and responsibilities. Webchat is also available for some subjects such as debt. See below for more information.
CLICK THIS LINK FOR: What to bring if you want help from Citizens Advice
Feedback is very welcome as we are constantly learning about new things and improving what we are doing.
Discrimination means treating you unfairly because of who you are. The Equality Act 2010 protects you from discrimination. There are nine protected characteristics in the Equality Act. Discrimination which happens because of one or more of these characteristics is unlawful under the Act.
The characteristics that are protected by the Equality Act 2010 are: • age • disability • gender reassignment • marriage or civil partnership (in employment only) • pregnancy and maternity • race • religion or belief • sex • sexual orientation.
If you’re treated unfairly because someone thinks you belong to a group of people with protected characteristics, this is also unlawful discrimination.