Find us at our Pathfinding Hubs. It’s never been easier!
We are pleased to offer regular drop-ins throughout the week for residents of The Royal Borough of Kensington and Chelsea, as a convenient and accessible entry point to information and advice services. Our sessions are proudly placed in community settings so that clients can access support in a relaxed environment and see the full range of community support available.
About our Pathfinding Hub sessions
Who are our Pathfinding Hubs for?
✬ Anyone who lives, works or studies in the Royal Borough of Kensington and Chelsea.
✬ Anyone with a new issue they need support with.
What is pathfinding?
✬ Firstly, we will explore your issue with you by asking you questions about it. We will allocate up to 15 minutes to discuss your issue.
✬ If you have multiple issues we’ll help identify the priority issue and make that the focus of the discussion.
✬ Next, using the information you provide and taking into account the complexity of your issue, we will consider different pathways to support. This may include:
Signposting you to information resources on paper or online for you to read and take action yourself.
Referring you to a more appropriate third-party service (where they have more expertise or can offer casework support).
Booking an advice appointment within our service at a later date to help you onto the next step with your issue.
What to do if you have an existing issue?
✬ Our Pathfinding Hubs experience extremely high demand from clients with new enquiries, so we kindly ask clients with ongoing or repeat issues should contact us via Adviceline.
✬ You can call Adviceline for free on 0808 278 7982 (Monday - Friday, 9am - 5pm). Please see below for more details.
What happens at a Pathfinding Hub?
What can’t we do at a Pathfinding Hub?
Unfortunately, there are some things we cannot do at Pathfinding Hubs due to the high-demand for accessing our services. These include:
✬ We cannot support with multiple issues during the session. We will help to identify the priority issue and you may be asked to return another time to discuss less urgent issues.
✬ We cannot discuss existing or repeat enquiries at the sessions because these sessions are allocated for our advice team to take on new enquiries.
✬ We cannot book an appointment during the session or guarantee an advice appointment with us after the session. We may decide you can help yourself using information resources or would be better supported via a referral to a third party. If you do need an appointment you’ll be contacted after the session by one of our supervisory team.
✬ We cannot complete forms at the sessions (but we may be able to explore your support need and offer an appointment on a later date).
Locations of our Pathfinding Hubs
Our Pathfinding Hubs are based in community settings and are an initial access point to our services for clients with new issues. You can find locations and opening times below.
The World’s End Hub
Location:
Chelsea Theatre, 7 World's End Place, London, SW10 0DR
Opening times:
Tuesdays 12:00 - 14:00
Kensington Town Hall Hub
Location:
Kensington Town Hall Customer Service Centre, Hornton Street, London, W8 7NX
Opening times:
Wednesdays 11:00 - 13:00
The North Kensington Hub
Location:
Kensington Leisure Centre, Silchester Road, London, W10 6EX
Opening times:
Fridays 09:00 - 11:00
For an easy, accessible way to speak with a fully trained adviser, you can contact us through our Adviceline telephone service. This is a national phone service but if you call from Kensington and Chelsea you are likely to speak to an adviser at one of our offices.
Adviceline is available 9am to 5pm, Monday to Friday.
Can’t access us in person? Try our Adviceline Telephone Service
Call now: 0808 278 7982
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Call now: 0808 278 7982 ~
Accessing Adviceline: Adviceline is usually busiest at the beginning and end of the day. We’ll answer your call as soon as we can but at busy times you might need to wait up to an hour.
Adviceline is not available on public holidays.
Call charges and information: If you call from a mobile, we’ll ask you to enter a local landline number on your keypad. This can be any number - we only use it to send your call to a local adviser if one’s available. Calls to Adviceline are free from mobiles and landlines. You can see more about our call charges.
Other Telephone Services
We also offer specialist telephone services that are supported by national Citizens Advice.
If your issue relates to a specialist issue such as a consumer issue, a debt issue, or you are starting to make a claim for Universal Credit then you can get expert advice and information directly through these call channels.
Consumer Helpline
If you have a consumer issue like broken or faulty goods, or problems with energy, water or post, call:
Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays.
Debt Helpline
If you have a debt or money issue like rent arrears, credit card problems or are struggling to pay your bills, call:
Lines are open Monday to Friday, 9am to 5pm and Saturday, 9:30am to 1pm.
Help to Claim Service
If you a question about starting a Universal Credit claim or would like help setting up a Universal Credit claim, call:
Lines are open Monday to Friday, 8am to 6pm. Lines are closed on bank holidays.