Due to the National lockdown restrictions, we will not be offering face to face appointments for the immediate future However you can still contact us for advice by calling Advice Line 0300 330 9017 or by Webchat -via the website
For debt advice contact us by calling Adviceline or by Webchat or by calling our new direct Debt support number for Sandwell 0121 726-6745 and for Walsall 01922 700 600 option1
For Universal Credit support contact 0800 144 8444, You can also put a card through our doors at Cradley Heath, Oldbury, and West Bromwich and someone will contact you.
Our mobile advice unit CASSIE will be available, but we will only be offering a limited service, please see our weekly timetable on the get more help tab on the top of the page for daily updates.
I am delighted to announce that Sandwell and Walsall Citizens Advice services have merged to provide an even better support to local people.
The new organisation is called… Citizens Advice Sandwell & Walsall!
The merger means we bring together the best of two separate services to create a stronger, more joined-up organisation that can be of greater to help to the people that need it, when they need it.
At an organisation level, combining the skills and experience two boards of trustees will greatly benefit the service’s governance and management.
Working with a larger Citizens Advice will help us develop more streamlined and efficient ways of working. We will be able to pool expertise in training and development and offer more webchat opportunities. Importantly, we will invest heavily in volunteers, developing their roles and opportunities, increasing the numbers and recognising their knowledge and experience as qualified advisers.
In fact, it has already helped us secure funding to train more advisers. What’s more, we will be retraining people who have lost their jobs because of Covid-19; and, last month, we were able to buy a mobile advice unit that can take the service directly into the community.
It’s good for local partnerships, too. We have already been working closely with services across the two boroughs to explore ways of providing advice and support to residents. Our partnership work has also linked us with other local initiatives, including helping both local authorities respond to Covid-19.
I am very excited about this new venture. We are forging a new Citizens Advice service from two great teams, to do the very best we can for the people that need us. And we could hardly be doing it at a more important time.
Blog – 28/08/20 -Do a bill-busting check to get your bills shipshape
Here are some great tips from our favourite Money Saving Expert Martin Lewis that I thought I would share with you – definitely worth taking a look to get the best deals
There is never a bad time to check you’re not overpaying on energy, broadband, credit cards, etc. But right now, it’s even more important. Our Money Makeover Checklist has it all – here are some of the biggies:
Due to our offices not operating an open door service we have now introduced a service where you can request a callback or an appointment. If you require this service then please visit your nearest Citizens Advice in Sandwell and fill in one of the cards we have on the door and post through the letterbox. A member of the team will then be in touch.
You can also contact us via our advice line on 0300 330 9017 (Local rates apply) This service is available
Monday — 9.00am – 3.30pm
Tuesday — 9.00am – 7.00pm
Wed/Thur/Fri — 9.00am – 3.30pm
If you prefer not to speak to an advisor over the phone then you can also use our webchat service which is available via the homepage of our website
You’ll usually have to fill in a form on GOV.UK with details of where you’ll stay in the UK.
You also might have to stay inside at the address you put on the form for 14 days after you arrive – this is called ‘self-isolating’ or ‘quarantine’.
You won’t have to self-isolate if you’ve been in countries which are considered safe for the whole of the last 14 days – check which countries are considered safe on GOV.UK. You’ll still have to fill out the form.
The rules are different if you’re coming to the UK from Ireland, the Channel Islands or the Isle of Man. You won’t have to fill in the form or self-isolate unless you travelled from somewhere else in the last 14 days.
Filling in the form
You must fill in the form on GOV.UK with details of the address where you’ll be staying in the UK.
It’s best to fill in the form before you travel – you can fill it in up to 48 hours before you arrive in the UK. You can also fill in the form when you arrive – there will be computers you can use.
When you complete the form you’ll get an email confirmation to print or show on your phone. You’ll need to show the confirmation to immigration officials when you arrive in the UK.
If you don’t fill in the form, you might get a fine of up to £100. If you’re not a British or Irish citizen, you might not be allowed into the UK.
Self-isolating for 14 days
If you have to self-isolate, you must stay at the address you put on the form.
You can only leave the address for certain reasons, including:
getting basic things like food, medicine or pet supplies – if you can’t get them delivered
getting medical help – if it’s urgent or your doctor has told you to get help
going to the funeral of a close relative
if there’s an emergency – for example if it’s not safe to stay inside
You must not meet anyone except the people you’re staying with.
If you don’t self-isolate, you might get a £1,000 fine.
If you need to move to a different address in the 14 days, you must fill in a new form on GOV.UK.
Universal Credit has replaced many benefits such as Housing Benefit, Employment and Support Allowance (ESA) and Jobseeker’s Allowance (ESA). If you have recently been told that you need to make a claim for Universal Credit then we can help you.
Find what you need
Help you start, manage and submit a claim
Point you in the right direction if you need any further help
You can get help from us in a number of ways. You can call our Help to Claim Advice Line number:
My name is Yoto and I started as an HTC Adviser in April 2019. I am very proud to work for Citizens Advice Sandwell as well as to be part of this amazing team. Helping people is very rewarding so I enjoy every minute here
Hi, my name is Emma and I started working for Help to Claim in March 2019. I enjoy my role as I am able to offer people the support and advice they need to help improve their situation. It’s always nice to meet new people and know you have had a positive impact on their lives
Hi, I am Aaron. I started at Citizens Advice Sandwell as a generalist volunteer in 2017, I then started working as a Help to Claim adviser in February 2019. I am currently working as the Best Practice Lead for the Black Country District as part of the Help to Claim service. My role is to gather local insight into how the roll-out of Universal Credit is working across the district and highlight any prevalent issues faced by local Citizens Advice and external stakeholders. Another part of my role is to part-take in local and national research projects into various aspects of Universal Credit and the Help to Claim service, these findings are shared with the Department for Work and Pensions and National Citizens Advice
Hi, I’m Kevin. I have been with HTC for nearly a year and I was also previously a generalist adviser for 1 year. I enjoy the role of HTC because it gives me the chance to help people from the community and also my chance to give back.
Hi, my name is Sam. I have been an HTC adviser since July 2019. I started out as a volunteer for Citizens Advice and have now moved into a paid role with the HTC team. I take great pride in the service we provide to clients some of which are in desperate need of assistance. To see that I can help to solve their issues gives me a great sense of satisfaction and pride in the work this team completes. I enjoy working with a helpful and supportive team in which we all come together and get the best possible results for our clients.
My name is Liam. I have worked for HTC Sandwell since January 2019. My favorite part of this role is supporting our clients on a day to day basis. Ensuring they’re aware of their rights and are aware of all the support we can offer. It is incredibly gratifying when a client thanks you for helping them to sort their issues and knowing that they leave feeling more confident and assured.
Hi, I’m Oran. I’ve been working with the Help to Claim since July 2019. I love empowering clients and ensuring that they get the support that they’re entitled to. The best thing about this is seeing their relief when they understand that they have a way through at least some of their issues
I have been with the HTC team since January 2019. I enjoy working for the HTC team because it gives me the satisfaction with helping others, we are based at jobcentres you can see daily people struggling with UC, and being present at job centres it just helps the client to feel at ease with our support. Also, the HTC team are like my second family, we support & look out for each other as and when needed.
I joined Citizens Advice – Help to Claim team in June 2020. I’m excited to be supporting our clients with information, advice, and guidance on any Universal Credit queries and I’m also looking forward to working with external organisations and the team here in Sandwell.
My name’s Kit and I’ve been with the Help to Claim team at Citizens Advice since June 2020. I am looking forward to helping clients and making a difference to those who need it most.
My name is Richard and I am one of the new Help to Claim Advisers for CA Sandwell. Before this, I was a volunteer Generalist Adviser at the Cradley Heath locality for almost 2 years, which I thoroughly enjoyed. I have been fortunate enough to move into a more specialist advisory role on Universal Credit, which has allowed me to continue helping some of the most vulnerable people in society.
My name is Rachael and I am the Help to Claim Supervisor/Manager. I have worked for CA Sandwell for 12 years and have been in this role since January 2019. I am passionate about helping people and providing the highest quality service possible.
Hi, my name is Leigh. In June 2020, I transferred from the Click Start team as a Project Manager to manage the Help to Claim team. I am enjoying learning in greater depth what the team does and I look forward to working with them moving forward.
Complaints Citizens Advice Sandwell 22 Lombard Street West Bromwich B70 8RT
Local Citizens Advice The Manager of the local Citizens Advice centre or the Chair of the Trustee Board at the address below:
Citizens Advice Sandwell has a complaint handling procedure. Please email firstname.lastname@example.org to request a copy of the complaints leaflet to be either posted or emailed to you
Webchat & Non-Adviceline calls: Citizens Advice Sandwell has a complaint handling procedure. Please email email@example.com to request a copy of the complaints leaflet to be either posted or emailed to you
To contact the Citizens Advice Feedback team: 03000 231 900 firstname.lastname@example.org
Financial Ombudsman Service By post: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR
By phone: 0800 023 4567 – free for people phoning from a ‘fixed’ line (eg a landline at home).
0300 123 9123 – free for mobile phone users who pay a monthly charge for calls to numbers starting 01 and 02.
By email: email@example.com
If we’ve let you down, tell us
We want everyone who uses Citizens Advice to be happy with the service we provide.
That’s why, if we’ve let you down, we want to hear from you – no matter how big or small the issue is.
Often, we’ll be able to put things right. And even when we can’t, knowing where we’ve gone wrong will help us do better in the future.
We promise to deal with every complaint quickly, professionally, and confidentially.
Asking the local Citizens Advice to resolve the problem
It’s important to the local Citizens Advice to know what we’ve done wrong, so we can do our best to put it right.
Don’t be afraid to speak to the Manager or person in charge of complaints. They will often be able to solve the problem right away.
If they can’t, or you’re still not happy, you can make a formal complaint.
Making a formal complaint
There are several ways to make a complaint. You can write a letter explaining what happened and send it to the address on the back of this leaflet, or drop it into the local Citizens Advice centre you arecomplaining about.
Alternatively, you can call or email the Citizens Advice Feedback team and they will pass your complaint to the right person.
Your complaint will be investigated by someone who isn’t directly involved. If it’s upheld, we’ll apologise fully – and, if appropriate, let you know what we’re doing to put things right.
We aim to respond to every complaint within eight weeks. If it’s going to take longer than this, we’ll explain why and keep you informed of the progress.
Asking for a review
If you feel we haven’t dealt with your complaint properly, or you aren’t satisfied with the outcome, you can ask us to review the decision.
Please make sure you ask for this within four weeks of receiving the decision by contacting the Feedback team. The review will be overseen by our Chief Executive.
Using an independent adjudicator
If you are still not happy with the decision, you can refer your complaint to an independent adjudicator.
An independent adjudicator is someone unconnected with Citizens Advice who will decide we’ve dealt with your complaint fairly.
If you want to progress to this stage, you must contact us within four weeks of receiving your review decision from Citizens Advice, Contact the Feedbackteam.
Contacting the Financial Ombudsman Service
The Financial Ombudsman Service provides a free, independent service for clients to solve disputes with not for profit debt advice providers.
The Financial Ombudsman Service will only step in once a local Citizens Advice has had the opportunity to investigate a complaint, so please contact the local service first.
If your complaint is about debt advice or if you were seeking advice about your credit record and you are not satisfied with the final response, or if eight weeks have passed since you first let us know about your concerns, you can ask the Financial Ombudsman to review your complaint.
We are urging the UK to start talking about money now to avoid harm to people’s overall wellbeing.
47 million adults across the UK don’t find it easier to talk money or don’t discuss at all
Look at these facts if you need anymore evidence to encourage people to
Talk about Money
Nine in ten people still do not find it easier to talk about finances during the Covid-19 pandemic or do not discuss money with anyone at all
Those who find having money conversations harder due to Covid-19 say the reason they avoid them is because their financial situation causes them anxiety or stress and they don’t want to make others worry about them
Coping with new circumstances is a barrier to talking about money. People claiming benefits or anticipating they will need to in the next 6 months due to Covid-19 are almost three times more likely to find having money conversations harder than the UK average.
So far, only 1 in 6 people say they have asked others about their financial situation because they are worried about them, suggesting there could be an opportunity for family and friends to step up in acting as money supporters for their loved ones.
However, of the minority of people who said they have found it easier to talk about their finances as a result of Covid-19, nearly a third say they do it because they feel better after discussing financial concerns.
As we rethink how we live our everyday lives in the wake of Covid-19, this is an opportunity for people to start opening up about money matters. Whether that’s with an expert, or the people closest to you, talking is a great first step towards managing financial issues and can often make things feel less daunting.
Our Super Six Tips for people to enable them to open up about their money worries during the pandemic:
Choose who you open up to – Try not to have preconceptions about who you should have these conversations with. Some people might think these are issues to keep in the family but actually some people might find it easier to speak to a professional or a colleague, or someone who may not be directly impacted by your money worries, like a friend or professional.
Create a comfortable setting – It will help if you feel as comfortable as possible and your environment can hugely affect this. You might feel more at ease chatting in a kitchen setting, taking in some fresh air as you go for a walk or at your dining room table so you can lay out and refer to relevant papers or budgets. Ensure you won’t be interrupted as this could interfere with your train of thought; put your phones on silent or if you have kids, wait till they’re asleep.
Prepare how you’re going to kick it off – Sometimes the hardest part of having a conversation is knowing how to start it. Once you’re past the first few seconds, you might be surprised by how easily the conversation flows. Build confidence by practising your opening sentence; something as simple as, “I need your help with what just happened. Do you have a few minutes to talk?” or “‘I’d like to talk to you about [blank], but first I’d like to get your point of view” can really help.
Listen as well as talk – Try to make sure you go into the discussion with an open mind, being prepared to take in the other person’s point of view. Listen to each other as much as possible. Hearing one another’s standpoint in a respectful manner can make the difference between having a constructive conversation versus an unproductive argument.
Tie into the news agenda – Covid-19 is dominating news channels and will do for the foreseeable future as new schemes are announced and news on the financial effects are reported. If you see a news bulletin relevant to your situation, use this as a springboard to initiate a conversation – it’s a useful way to break the ice and remember many people are in the same boat right now.
Check in with friends and family – Once you’ve made the first step to opening up about your financial worries, you can help others to do the same. Never force someone into a conversation as they’ll only be defensive, but do remind them you’re here to chat if they need support, in person or on a call.