FAQ

Frequently asked questions

General FAQ’s

The opening times are advertised as 9.30am-4.00pm.  Why am I not seen when I come to the bureau at 3.00pm?

The number of tickets we can issue is determind by the number of advisers we have that day.  This means that tickets are limited.  If people come after all the allocated tickets for that day are given out, they will not be seen unless it is judged by the manager to be an emergency.  Therefore, we advise people to come early to ensure that they will be seen; preferably at around 9am.

I have an issue with tax credits, why will you not telephone tax credits for me?

The Inland Revenue require special authorisation to be in place before they will speak to advisers about clients. On open door sessions we do not have the time and facilities available to arrange the consent.  The Inland Revenue offer the public a help line and provide interpreters for many different languages.  We will be able to advise you on what questions to ask the revenue in order to resolve your issues and in certain circumstance we may book an appointment to look into your tax credit problems.

Is it true that if the Citizens Advice Bureau write a complaint letter for me it will carry more weight?

Citizens Advice aims to empower citizens.  We give advice on how to make effective complaints rather than writing it.  Most organisation and companies have complaints procedures and regulators.  if the complaints procedure is not followed a regulator will investigate why the organisation has not dealt with the complaint.  It should not make any difference whether the complaint has been made by the victim or the Citizens Advice Bureau on their behalf.

I have debt problems, can you help me get my debts written off?

Citizens Advice provides general debt advice.  This would usually involve negotiating with creditors or help preparing for bankruptcy petition or Individual Voluntary Arrangements.  Creditors very rarely write debts off.  Creditors look at the income and expenditure and may allow a reduced rate repayment scheme over a longer period that the original debt life.  In some situations creditors waive late payment charges and interest charges.  Creditors will want to know what changes in circumstances that have prevented clients repaying the money as originally agreed.

My property is overcrowded can you help me get council accommodation?

Citizens Advice will be able to advise you on how to gather evidence to show that your current property is unsuitable or give information on those that the council consider to be priority need.   Citizens Advice has nothing to do with the allocation of council accommodation.

My passport has been with the Home Office for months can Citizens Advice arrange for it to be returned?

On our gateway sessions Citizens Advice can give general immigration advice as we are registered to OISC level one.  If you require specialist immigration advice and meet the necessary criteria we will be able to refer you to an immigration specialist.  Citizens Advice has no special links with the Home Office and is unable to arrange the return of passports even if they have been with the Home Office for several years.

My BT telephone has stopped working and i don't want to pay the cost of the call from my mobile provider, will Citizens Advice call for me?

BT Customers can call free from BT phone boxes.  Citizens Advice can inform you how to make a complaint about your telephone service following BT's complaints procedure.

The Citizens Advice website shows Tottenham or Turnpike Lane as being my nearest CAB.  I do not live or work in Haringey, can Citizens Advice take on my case?

Haringey Citizens Advice receives funding from Haringey Council.  Initial advice can be given to those who are outside of the borough however no casework can be undertaken and therefore it may be more appropriate to find the Citizens Advice or Law Centre for your borough although it is located further away.  This means if further advice is needed that Advice Bureau or Law Centre will be able to provide full in depth advice.

Islington Law Centre, 161 Hornsey Road, London, N7 6DU - 0207 607 3261.  No drop in, please call for an appointment.   Areas of advice:  Housing, Immigration, Employment, Education and Consumer.

Enfield Citizens Advice Bureau, Unit 3, 5 Vincent House, 2E Nags Head Road, Ponders End, EN3 7FN.

Finchley Citizens Advice Bureau, 23-25 Hendon Lane, Finchley, N3 1RT

Hackney Citizens Advice Bureau, 236-238 Mare Street, London, E8 1HE.

If i need specialist advice from a solicitor will Citizens Advice arrange the referral?

Citizens Advice will be able to supply a list of solicitors who are known to take on particular types of work and who provide work under the legal help scheme.  Citizens Advice cannot choose a solicitor for a client or make direct referrals.  Client's will need to call various solicitors and decide who they feel is best placed to take on their issues.

Can Citizens Advice refer me to my local MP?

Citizens Advice can inform you of who your MP is.  Clients are encouraged to contact their MP directly.

David Lammy - MP for Tottenham - Appointments can be made by written request to: David Lammy MP, House of Commons, London, SW1A 0AA.  or by telephoning 020 7219 0767 between 10-1 on Tuesday, Wednesday & Thursday.

Lynne Featherstone - MP for West Haringey - telephone 020 8340 5459