How to access our services
There are many ways you can find information and advice through our services, so that you can get the support you need, in a way that works for you, no matter the complexity of the issue.
Check your benefit entitlement and budget
Our ‘Better Off’ calculator makes finding out what benefits you are entitled to easier than ever.
By answering a few simple questions about your household, property, income and expenditure our calculator will tell you details of your benefit entitlements. It even allows you to send your results directly to us at Citizens Advice Kensington and Chelsea so that we can contact you to discuss any help you might need in making a claim.
Our ‘Better Off’ calculator also includes a budgeting tool, which allows you to keep a closer track on your finances, meaning you'll have a clearer picture of your income and expenditure whenever you need it.
Online Self-Help
The Citizens Advice website, operated and updated frequently by national Citizens Advice, offers a range of information across all advice areas that is up-to-date and accessible 24/7, every day of the year.
Every day, thousands of people visit our national website for the information they need and feel empowered to help themselves move forward with their issue. Select your issue from the options below to find the information you need.
Adviceline Telephone Service
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.
Call now: 0800 144 8848
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Call now: 0800 144 8848 ~
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.
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.
Other Telephone Services
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.
Pre-Booked Appointments
We offer pre-booked appointments for clients with complex issues or needs who need face-to-face advice or support. We always explore our your issue in full via Adviceline or at an outreach location at the outset so that you get the information or advice you need at the earliest opportunity and so that pre-booked appointments are reserved for issues that require face-to-face advice or support.
Our appointments take place in our offices or at our outreach locations.
How to make an appointment:
To make an appointment you need to call Adviceline: 0800 144 8848 or visit one of our outreach services where an adviser will explore your issue with you and, if necessary, book an appointment for you at a later time.
Drop-In Services
We operate some drop-in sessions around the borough throughout the week, usually on a drop-in basis for first-contact clients. These are not locations for returning clients with existing issues (details of how to re-access the service for existing clients with existing issues are provided after first-contact). We experience high demand at these locations so please be patient and you may be advised to return at a quieter time or wait to see an adviser. We advise clients to make use of the full time frame during which these sessions operate.
Help and Advice Hubs
Our Help and Advice Hubs are based in community settings and are an initial access point to our services for support with any issue. We will ask you about your issue and help you find the best pathways to support, including working with our partners at locations to help resolve your query at the earliest opportunity. If your issue requires advice then we may refer you to another advice agency for specialist support or book you in for an appointment with one of our team.
WE CAN Hub
Location:
Chelsea Theatre, 7 World's End Place, London, SW10 0DR
Opening times:
Tuesdays 12:00 - 14:00 and 16:00 - 18:30
(Please note there is a two hour break between our sessions).
Kensington Town Hall Hub
Location:
Kensington Town Hall Customer Service Centre, Hornton Street, London, W8 7NX
Opening times:
Wednesdays 11:00 - 13:00
Kensington Leisure Centre Hub
Location:
Kensington Leisure Centre, Silchester Road, London, W10 6EX
Opening times:
Fridays 09:00 - 11:00
Income Maximisation Pop-Ups (Benefit Checks and Budgeting Support)
Our Income Maximisation Pop-Ups are sessions targeted at starting conversations around maximising your entitlement to benefits and discuss ways of managing your money. These sessions are not for general enquiries, but where benefit entitlements or a need for budgeting support is identified we will also explore any linked issues before referring you onto a specialist advice agency or booking you in for an appointment with one of our advisers.
Flashpoint Pop-Up
Location:
The Flashpoint Centre, World's End Place, Worlds End Estate, London,
SW10 0HE
Opening times:
Mondays 13:00 - 14:00 (alongside the Community Kitchen session)
Thursdays 12:00 - 13:00 (alongside the foodbank session)