Hampshire CAB Consortium Working Together

Questions about our Service

• What services do the Bureaux provide?
• Who are our advisers?
• How is the CAB service Run?
• What if you can’t sort out my problem?
• What if I have a complaint?
   

1    What services do the Bureaux provide?

Most of the work we do is about:

• Welfare benefits
• Debt/money
• Consumer
• Housing and homelessness
• Relationship and family problems
• Employment
  
  There are many other issues such as tax, immigration and law that we also advise on.

Detailed information about these & others topics may be found on our national web site at .www.adviceguide.org.uk.

During our opening hours advice is given by face to face, and telephone by fully trained advisers. The limited amount of space and numbers of staff available will affect how quickly you can get access to our services. A referral is needed for some types of work, e.g. in-house specialist advisers and solicitors. Normally you will need to be referred by a generalist adviser. Appointments are normally needed, but can be made at specified times. Some bureaux can give advice by e-mail, letter or home visit, depending upon resources - it is important that you use the bureau most local to you, as services may be restricted to clients from that area only - check your local bureau details for what services are offered.

All advisers are trained to deal with all subjects, although we have specialist advisers in the following areas:-

• Debt
• Welfare Benefits
• Housing
• Employment
   

Specialists will usually help by supporting the adviser you are seeing and following up advice where needed. You may be referred to a specialist if required.

Our aim is to give you the advice and support you need to help you manage. In some cases this may involve negotiating and writing letters on your behalf. We can sometimes represent at court or tribunal, 

In all cases the help we give will depend on:

• your own ability to manage
• the complexity or seriousness of the case
• bureau resources / staff availability
   

2   Who are CAB advisers?

CAB advisers come from all sorts of backgrounds, and many of them are volunteers. All of them undergo thorough training, and all their work has to meet nationally set standards. Most volunteers are in the Bureau for only one or two days per week, so it is not always possible to see the same adviser. All cases are recorded, (and kept confidentially within the bureau) so any adviser can follow up a case from an earlier date.

3   How is the CAB service run?

The CAB service is completely confidential and independent and each Bureau is run by a voluntary Trustee Board, elected every year. They administer the funding to pay the core staff for the day to day running of the Bureau, as well as for the various specialist posts. Funding comes from the local authority, with extra money for specialist services from bodies such as the Legal Services Commission. Trustee Board members come from a range of organisations and meet regularly to ensure the Bureau is running properly. Members of the Trustee Board do not have any access to confidential case records.

4    What if you can't sort out my problem?

If we can't help you, we can usually refer you on to someone who can! In some cases, where it is a law or policy that is causing the difficulty, we can take up the issue and work to change things. We do this locally as well as through our national Citizens Advice network. Sometimes this work can be very successful in improving things for everyone.

5   What if I have a complaint?

All complaints are taken seriously and we are always keen to know of any problems so that we can improve our service. In the first instance, complaints should be addressed to the Bureau Manager. We also have a leaflet explaining our complaints procedure in full which may be sent to you on request. If you would like to make any suggestions about how we can improve our service, contact your local bureau.
 

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