1. Who We Can Support

Due to our current funding, we can only provide support to people who meet at least one of the following criteria:

• Aged 65 and over

• Have Autism (diagnosed or suspected)

• People living with a mental health condition

If you do not fall into one of these groups, we are unfortunately unable to accept your referral. 

Submitting a referral does not guarantee that we will be able to take on your case. All referrals are assessed against our funding criteria and capacity. 

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2. Waiting Times & Capacity

We are a small service with high demand.

• There may be a waiting period before we contact you

• Case work is scheduled around advisor availability

• We cannot provide immediate or crisis support 

If your situation is urgent, please contact the relevant emergency or crisis services.

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3. Home Visits

Home visits are very limited and only offered where someone is housebound or there are significant health or safeguarding concerns. 

Most support is provided by telephone or at an agreed location. 

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4. What You Need to Provide

To help us support you we require:

• Relevant paperwork ready (benefit letters, DWP correspondence, medical evidence, etc.)

• Accurate and complete information

• Prompt responses to requests for documents

Failure to engage or provide information may result in your case being closed.

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5. Respectful Behaviour

We are committed to a safe working environment.

We operate a zero-tolerance policy towards abusive, threatening, or discriminatory behaviour. Support may be withdrawn if this occurs.

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6. Your Data & Privacy

We handle your personal information carefully and in line with data protection laws.

• Your information will be used only to provide advice and support

• We will keep your information confidential and only share it with third parties with your consent, unless required by law or safeguarding concerns.

• You have the right to access, correct, or withdraw your personal data at any time.

• If you withdraw consent for us to process your information, we may be unable to continue supporting your referral. 

For full details, please see our privacy policy

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7. Third-Party Referrals/Acting on Behalf

If someone is submitting a referral for another person, you might want to note:

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If you are submitting a referral on behalf of someone else, you must have their consent to share personal information and act on their behalf

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This protects you legally when acting for others. 

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8. Our Scope

We provide benefits advice and related support only. We do not provide, debt advice/support, legal representation, crisis funding, or emergency payments.

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Confirmation

By continuing, you confirm that:

• You meet our eligibility crieria

• You understand that support is subject to assessment and capacity

• You agree to the terms outline above