You will be welcomed by one of our lovely receptionists who will ask you a few brief questions before you see an adviser. These include, "Have you had contact with a Citizens Advice Office before?" and "Are you returning about the same issue?". These questions are asked so we can allocate you to the correct type of adviser.

The receptionist will never ask for your name or any details of your issue as this would be a breach of confidentiality in front of other clients in the waiting room.

We have an initial checking service, where an adviser will find out a brief overview of what you have come in for help with. They will get enough information from you to decide whether the help you need is:

• Information available from our website - if so, they will ask our receptionist to assist you to access that information at our digital kiosks in the reception area

• Information that may not be on our website, but can be provided simply, by the initial checker.

• Something that needs you to come back for an appointment

• Something that an adviser can help you with today

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 sit and wait for too long first.

• People who do need a full advice session today don't have to wait as long.

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