Service updates

Graphic for feedback page

We have made some changes to our service to try and make it easier for you to contact us.

  • Our telephone line is now open every weekday (Monday to Friday) between 9.30 and 12.30.
  • Our online enquiry service is now back up and running. Demand is still very high, so we cannot guarantee an immediate response. Further information about online enquiries.
  • Further details about our advice service can be found on our advice page.

Christmas and New Year closure

Our advice service closes at 4pm on Friday 22nd December 2023. We will reopen as normal on Wednesday 3rd January 2024.

If you need help over the Christmas period please see our links page and the City Council’s Cost of Living pages.

We would like to wish you all peace and happiness over the festive season.

Help for people in precarious work

Many people are in precarious or unstable work. This includes people on zero-hours contracts and other types of employment.

If you are in this type of work, a new video may help. We have produced this in partnership with students from the Public Legal Education module at University of Warwick. It can be accessed through our advice pages.

Managing your Universal Credit journal

We have produced a new resource that gives information about managing your Universal Credit account and making changes through your online journal.

We hope it is helpful for anyone who may be struggling to manage their claim online or who is unsure about changes that need to be reported.

The resource was produced in partnership with students from University of Warwick.

Advice service update

We are making some changes to our advice service delivery to better meet your needs.

From Monday 4th September, we will have a single contact phone number. This is to avoid confusion and help us offer a better service to you.

Our single contact number is 024 7652 1100. (If you call the ‘old’ advice line number you will be automatically redirected.)

Although there is just one number, there will usually be several people available to answer calls at the same time. We continue to offer our online enquiry service and advice by appointment at several community venues where needed.

Our telephone line will be open every weekday as follows:

  • Monday, Tuesday and Friday: 10-12 and 2-4
  • Wednesday and Thursday: 10-12 only

If you would like to offer feedback on our service, please complete our survey.