You will be welcomed by one of our lovely receptionists. They will discuss how best to access our services based on your personal circumstances.

If you are arriving for your appointment, you will be shown directly into the interview room and introduced to your adviser.

We operate a telephone triage service, where an adviser will find out a brief overview of what you you need help with. They will get enough information from you to decide whether the help you need is:

• Information available from our website

• Information that may not be on our website, but can be provided simply, by telephone triage person.

• Something that needs you to come back for an appointment

• Referral to another partner agency.

Working this way means:

• We are able to make sure that people with simple queries are seen quickly

• People who may need to come back with more information are told quickly what they will need to bring without having to come into our offices.

• People who do need a full advice session get help as quickly as possible via the most appropriate channel for them.

• We are able to help more people, in less time, which makes us happy too.