The telephone line: 0844 826 9713 provides callers with information to assist them with their issues and guidance on the further assistance available to aid resolution. The line is open from 9am to 4pm, Monday to Friday. and also provides 24 hour access to an automated information line.

Mrs T, an 82 year old widow, contacted the telephone information line in great distress; she had had a letter from the bailiffs who were due to visit the following day. The adviser was able to establish that the letter related to a previous occupant and contacted the bailiff on behalf of Mrs T to explain. The bailiff's office, once it had been established there had been an error, agreed to cancel the visit. During a follow up call Mrs T commented that she was very relieved and that a weight had been lifted from her shoulders