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Video advice

Miss the face to face element of our service? We are trialling our new video drop in which will operate initially during the following times:

Monday 09:30 - 12:30 Debt drop in service
*see below what documents you will have to have available to access this service
Tuesday Closed
Wednesday 09:30 - 12:00 General advice drop in**
Thursday 13:00 - 15:00 General advice drop in**
Friday Closed

* Documents that we need for debt drop in:

  • Details of all debts (i.e letters/texts/emails from people you owe money to, bailiff letters).
  • Details and proof of income. We would need details of any benefits received and amounts received before any deductions directly from benefits. We would also need amounts of any deductions and what they are for. If you are employed then we would need to see wage slips. Alternatively bank statements can be provided to show proof of income.
  • Proof of expenditure - again bank statements can be used for this. Alternatively a spending diary or copies of essential bills can be used.
  • Proof of ID - this can be one of the following:
    • Bank statement (must be no more than 3 months old)
    • Benefit letter (issued in the last 3 months)
    • Current Passport
    • Current Driving Licence
    • Birth Certificate
    • Adoption certificate
    • Immigration documents such as a visa or work permit (must be current)
    • Current biometric residence permit

** This is a triage service initially with further advice given as required, this could mean a further video appointment.

Video calling is as convenient as a phone call, with the added value of face-to-face communication. It can save you time and money, and brings your advice closer to home.

Instead of travelling to an office, you enter our online waiting area. When you enter the online waiting area the service will be notified and the assessor will attend to you in the order of arrival.

  • There is no need to create an account.
  • No information you enter is stored.

If the 'Start video call' button is not showing just click .

What do I need to make a video call?

  • A good connection to the internet. If you can watch a video online (e.g. YouTube) you can make a video call.
  • A private, well-lit area where you will not be disturbed during the consultation.
  • Web-camera, speakers and microphone already built into laptops or mobile devices.
  • One of these:

    • Google Chrome or Microsoft Edge (version 83+) web browser on a desktop or laptop, or on an Android tablet or smartphone
    • Safari web browser on an Apple iMac, MacBook, iPad, or iPhone

Is it secure?

Video calls are secure; your privacy is protected.

You have your own private video room that only authorised advisers can enter.

How much internet data will I use?

You don’t use any data while waiting for an adviser to join you. A video call uses a similar amount of data to Skype® or FaceTime®.

How much does a video call cost?

The video call is free (except for your internet usage).

Smartphone and tablet users. If you can, connect to a home or work Wi-Fi network to avoid using your mobile data allowance.