Hertfordshire Adviceline Service
What is it?
The ten citizens advice services across Hertfordshire work together to provide a joint telephone advice line. Combining resources allows us to provide a service even when offices are closed.
The service is open from 10am until 4pm, Monday to Friday. We offer advice over the telephone to those who prefer to contact us in this way or those unable to come to our drop-in services.
What does this service provide?
It gives people who live or work in Hertfordshire the opportunity to discuss an issue with someone who can assist them. We can:
- Answer questions
- Email weblinks that you can read later
- Provide general information on how you can progress your issue
- Sign-post you to another agency that is better suited to your needs
If the issue cannot be resolved at point of contact you will be placed into your local Citizens Advice call-back system. An adviser will contact you within 3 working days to provide further assistance.
The majority of callers receive the information they require over the telephone from our highly trained volunteer advisers. In 2015/16 across the county we answered 19,000 calls to our adviceline.
And if it cannot be resolved over the phone?
In some cases documents need to be seen or more information needs to be gathered for us to fully understand the issue before we can give advice. If this is the case then you will be given an appointment to see an adviser and you will be told what you need to bring to your appointment.
Failure to attend an appointment without notifying us may result in you not receiving another appointment to provide you with assistance and advice.
Not bringing all the information requested could result in you not getting the assistance and advice you need which could have a severe impact if your issue has time limitations.
I didn’t receive a call-back!
Our call-back service will contact the number you provided and it will display “private number” on your screen. If unanswered, a message will be left (if you have given your express permission to do so), though mobiles without voicemail activated will just display missed calls. If after 3 tries we were unsuccessful in contacting you we will write to you and enclose our drop-in service hours.