Visiting the bureau

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Please click on a link above for more information

VISITING THE BUREAU

You can find details of opening hours and directions of your nearest advice outlet by clicking on the name of your nearest bureau - listed at the top right of this page.

Alternatively, click here to return to the home page and either use the interactive map on the left, or the find a bureau facility on the right.

When you arrive

All our bureaux operate a 'drop-in' service on a 'first-come first-served' basis and all clients start by using this. This service is also for existing clients with new issues.

When you arrive, you will be greeted by a receptionist, who will ask you to complete a form giving brief details about yourself and the problem you would like help with.

Initial Interview

Clients are called, in order, for an initial interview, which will take not more than 15 minutes. This ‘gateway assessment’ is a form of ‘triage’, enabling us to understand the nature of the problem and determine how we can best help you. At the end of this interview the gateway assessor will do one of the following:

• Provide you with written information from our system, factsheets etc to help explain and resolve your issue
• Direct you to an agency specialising in your type of issue, who may be better able to help you
• Make an appointment with a generalist adviser, either for the same day (in emergency situations) or as soon as mutually convenient
• Make an appointment with a specialist adviser (subject to availability)
• Suggest you contact a solicitor – bureaux hold lists of local solicitors, some of whom also provide short, free appointments at the bureau.  

When you visit us it is vital that the gateway assessor or adviser who deals with your problem has as much information about your case as possible. Here is what you need to bring with you:

Welfare Benefits Issues

If an appointment is made for help with a specific benefit, you will be asked to bring specific information with you. Otherwise, please bring

• All relevant letters from the DWP, HMRC, local authorities and government agencies
• Decision letters that you are not happy with or wish to challenge - this is essential
• Proof of income: wage slips/benefit/tax credit etc details
• National Insurance Number
• Rent, council tax, mortgage details
• Savings

Debt/Money

• Details of all those to whom you owe money (creditors)
• Copies of original agreements
• Proof of income: wage slips/benefit/tax credit etc details
• Details of household expenditure/bills (food, utilities, etc)
• Copies of the latest correspondence you have received from creditors
• Bank statements for the last 3 months

Housing

• Tenancy agreement (for rented accommodation)
• Mortgage details (if applicable)
• Proof of income
• Relevant correspondence, eg court papers or letters from your landlord

Employment problems

• Employment contract (if you have one) or job offer letter
• Details of any disciplinary/grievance/dismissal issues
• Proof of income (if relevant)
• Relevant correspondence or records of events

Consumer Problems

• Full details of the goods or services causing the problem
• Proof of purchase
• Any relevant correspondence or records of eg telephone conversations, events

Immigration & Nationality

• All letters from the Home Office and/or NASS
• Passport (if applicable), details of any visas or permits

Family & Personal Issues

• Any paperwork/letters relating to the issue
• Copies of original agreements