Our locally based Telephone Advice Line is manned by a team of volunteers and paid staff with many years of experience in dealing with clients’ problems. The majority of our clients now use the Telephone Advice Line as their first point of contact either getting full advice immediately or receiving appointments for specialist advice.
Welfare Benefits Team
We have a team of advisors dealing with Personal Independence Payments (PIP) and Employment and Support Allowance (ESA) appeals due to the ongoing changes in Welfare Reform. The Team win 85% of cases we take forward to appeal. It is a complicated process that can take up to 12 months for the outcome. In recognition of our work and it’s positive impact on our clients we were happy to receive both the Health & Well Being Award 2015 from the Halifax Courier and the National Advice Project of the year 2016 awarded at this year’s Citizens Advice Conference.
We have a specialist team who offer advice on a range of debt related issues including client liability, priority and non-priority arrears and Insolvency options. We can advise or refer for Income Maximisation and Budgeting support. We also have an approved intermediary for Debt Relief Orders.
We have over 50 volunteers who help with a range of tasks including advice giving, including through the Telephone Advice Line, admin support, and reception. Time given by our dedicated volunteers is invaluable to our organisation and to the residents of Calderdale. They are an integral part of the team.
General Advice Team/Case Workers
The General Advice Team give advice on Habitual Residency and Right to Reside benefit issues, Income Support, Job Seekers Allowance, Universal Credit, Tax credit, Housing Benefit, Council Tax Reduction Challenges and Appeals and full Benefits checks. The team have a very high success rate of challenging incorrect benefit awards and over payment decisions.
The team also assist clients with form filling for Personal Independence Payment, Employment and Support Allowance, Attendance Allowance and Disability Living Allowance (for children). We can also offer support for other issues including Family, Consumer, Employment, Debt and Utility problems. Our aim is to empower clients to resolve their problems.
We are currently trialling a self-help kiosk as a potential way to reach individuals in remote locations with an out of office service.