CRISIS SURVIVAL GUIDE

East Kilbride Citizens Advice Bureau ltd. MYTH 'Most claimants are sitting at home on benefits for years' FACT Fewer than half of jobseeker’s allowan...
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East Kilbride Citizens Advice Bureau ltd.

MYTH 'Most claimants are sitting at home on benefits for years' FACT Fewer than half of jobseeker’s allowance claimants claim for more than 13 weeks, and fewer than 10 per cent for more than a year. MYTH 'Spending on benefits is out of control' FACT Total benefit spending in 2011-12 accounted for 10.4 per cent of national income – lower than in the mid-1980s (11 per cent) and mid-1990s (12 per cent), despite the latest economic recession.

CRISIS SURVIVAL GUIDE MYTH 'Work is always the best route out of poverty' FACT Most children and working-age adults in poverty live in working, not workless, households. Low pay is a significant cause of poverty, with a fifth of workers paid less than a 'living wage'. MYTH 'There are generations of workless, work-shy families' FACT Among households with two or more generations of working age, there are only 0.3 per cent where neither generation has worked. FACT Citizens Advice Scotland has said that nearly three quarters of people they refer to foodbanks are in that position due to problems related to the benefit system. The charity has also said that 30% of Foodbank referrals are because the person’s benefit has been delayed. A further 22% have been ‘sanctioned’ by the jobcentre; 14% have had their benefit re-assessed; and 7% have been hit by the Bedroom Tax.

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East Kilbride Citizens Advice Bureau ltd.

Contents Introduction ................................................................................................................ 3 East Kilbride Citizens Advice Bureau ..................................................................... ....3 What to do if you have been sanctioned .................................................................... 6 Short-term Advances of Benefit ................................................................................. 8 Hardship Payments .................................................................................................... 9 Severe Hardship Payments (16 to 17 year-olds) ...................................................... 10 Scottish Welfare Fund .............................................................................................. 11 Crisis Grants ......................................................................................................... 11 Community Care Grants ....................................................................................... 12 How to apply for the Scottish Welfare Fund .......................................................... 13 Social Work Payments ............................................................................................. 14 Budgeting loans ....................................................................................................... 16 Dealing with benefit delays or poor processing ........................................................ 18 Support from local agencies ..................................................................................... 21 Support from national agencies ................................................................................ 27

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East Kilbride Citizens Advice Bureau ltd.

INTRODUCTION This guide provides information, advice and guidance to anyone in the crisis situation of not having enough income to feed themselves or their dependents. There are a variety of reasons that could cause such a situation: homelessness, a delay in benefit payments, benefit sanctions, budgeting or issues at home causing no access to any money. This guide, therefore, briefly sets out to explain: What help exists for Crisis situations – eligibility for that help, is it financial, what, how to apply and where to go. Sources of assistance discussed here are: o Local Authorities -Scottish Welfare Fund and Social Work Payments o DWP Payments - Budgeting Loans, Benefit Advances and Hardship Payments o Other local aid – Welfare groups, Charities, food banks How to challenge decisions and if appropriate seek compensation for the hardship caused due to benefit processing mistakes or delays How to appeal - Job Seekers Allowance sanctions that you consider harsh or unfair or Scottish Welfare Fund decisions that you consider wrong. A list of other sources of help - with associated issues - debt, budgeting homelessness, where to go and how to access support. Help is available to varying degrees and dependent on the personal situation of the individual. There are legal obligations placed on local authorities to help children and young adults, young people leaving care between the ages of 18 and 20, individuals at risk of domestic abuse and vulnerable adults (those with mental or physical disabilities) and these categories are prioritised for such help. However, help may still be available to those individuals not falling into these categories. The following guide gives more details on these sources of aid.

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East Kilbride Citizens Advice Bureau ltd.

East Kilbride Citizens Advice Bureau was first established in April 1965, and since then we have had a presence in the town. We are a local voluntary Organisation, run by local people for the benefit of the local community. The 12 Principles that we adhere to:  Free, Confidential, Impartial, Independent,  Empowerment, Clients right to decide, Accessible, Effective  Accountable, Voluntary, Information retrieval, Generalist The twin aims of the CAB Service are: 1. “to ensure that individuals do not suffer through ignorance of their rights and responsibilities or of the services available; or through an inability to express their needs” 2. "to exercise a responsible influence on the development of social policies and services, both locally and nationally.” There are 4 Bureaux that cover the area of South Lanarkshire the contact details of each bureau are listed below: East Kilbride Citizens Advice Bureau Ltd. 9 Olympia Way Town Centre East Kilbride G74 1JT Contact Telephone number: 01355 263698 Opening Hours: Monday, Tuesday & Friday (open sessions): 9.30am – 4pm Wednesday (telephone service): 10am – 1pm Thursday (appointments only): 9.30am -4pm Thursday evening (Money advice & Benefits): appointments 5pm – 8pm Saturday (Benefit only) Appointments: 10am -12 noon Greenhills Outreach: Money Advice Monday & Friday: 11am -3pm (Greenhills Library) Appointments available via Main Bureau

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East Kilbride Citizens Advice Bureau ltd.

Rutherglen & Cambuslang Citizens Advice Bureau Kyle Court, 17 Main Street Cambuslang G72 7EX Telephone: 0141 646 3191 Opening Hours: Monday, Tuesday, Wednesday & Friday: 10am – 3pm (Drop in) Thursday: 10am - 12.00 & 1.30pm – 3pm (Appt Only) Hamilton Citizens Advice Bureau Almada Tower 67 Almada Street Hamilton ML3 OHQ Telephone: 01698 283477 Opening Hours: Monday, Tuesday & Thursday: 9.30am – 4pm (drop in, and appt avail for ongoing cases) Wednesday: 9.30am – 4pm (appt only) Friday: 10am – 3.30pm (appt) and 12 noon – 4pm (drop in) Clydesdale Citizens Advice Bureau 10-12 Wide Close Lanark ML11 7LX Telephone: 01555 664301 Opening Hours Monday – Thursday: 10am – 3pm Friday: 10am – 12 noon (appointment only)

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East Kilbride Citizens Advice Bureau ltd.

What to do if you have been sanctioned Jobcentre Plus can sanction you for some kinds of misconduct, for example if you are receiving Jobseeker’s Allowance and fail to take part in the Work Programme. A sanction normally means Jobcentre Plus stops your benefit for a certain period. Jobcentre Plus cannot sanction you if you have a good reason for your behaviour. If you think Jobcentre Plus has been unreasonable and the sanction has been unfairly applied, then you should challenge it. You may be able to cope financially with a sanction of four weeks, but a second or third sanction could mean you are without benefit for up to 13 weeks or even 3 years in some circumstances. What are sanctions? Any of the following benefit can be sanctioned:    

Income Support as a carer Income Support as a lone parent (where child is between 1-4 years) Income Support on the grounds of ill health JSA income based

     

JSA – contributions based ESA – income related ESA – contributions based Incapacity benefit Carer’s allowance Severe disablement allowance

Sanctions normally last for a fixed period of 4, 13, or 26 weeks, or 3 years, depending on your misconduct. It also depends on whether it is the first, second or third time you behaved in that way. There are three different types of sanctions: Lower level sanctions - normally last 4 or 13 weeks. Intermediate level sanctions - also normally last 4 or 13 weeks. Higher level sanctions - normally last 13 or 26 weeks or 3 years. If you are 16 or 17, there are special rules about when Jobcentre Plus can sanction you.

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Challenging a sanction If you have been sanctioned and you think the decision is unfair, you should challenge it. Jobcentre Plus can't sanction you if you had a good reason for your behaviour. For example, you didn't apply for a job they pointed out to you, but this was because it is too far away for you to travel. This would usually have to be further than an hour and a half each way. They also can't sanction you if you don't meet the conditions for a sanction. For example, you didn't actually do what Jobcentre Plus says you did. You should ask for a written statement of the reason for the sanction and in your reply give all of your reasons (with supporting evidence if applicable) when asking Jobcentre Plus to review your decision. It is important to challenge this quickly as there is a time limit of one month from the decision in which to challenge a sanction. This process is called a ‘mandatory reconsideration’ and means a Department for Work and Pensions (DWP) decision maker will look at the decision again to see if it is correct. Help when you have been sanctioned If you need help to find out why your benefit has stopped, help to challenge a sanction, or find out about sources of emergency support you may be entitled to, your local citizens’ advice bureau can help. Contact your local office using the information at the start of this guide. Remember if it is a sanction you need help to challenge, you should contact your CAB as soon as you can as there are time limits involved. The following pages of this guide are designed to give you information about the benefits and support available to you if you find yourself in a ‘crisis’ situation. You may be struggling to cope financially due to an emergency or problems benefits.

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Short-term Advances of Benefit Short-term advances of benefit are available if you claim any benefit. They are intended for use when someone has claimed a benefit and is in a period of financial need whilst waiting to receive it. Some of the circumstances where you may be entitled to an advance payment are:    

If you have claimed a benefit and the claim has yet to be decided, but the DWP thinks you are likely to receive the benefit. If you have been awarded a benefit but have not received the first payment You have received your first payment but it covered a shorter period than usual and you are waiting for your next payment If your circumstances have changed so you are entitled to an increase to the amount of benefit you receive which you have not yet received

To receive the advance payment, you must prove that you are in financial need, for example where there is serious risk of damage to the health or safety of you or a family member. Short-term advances must be repaid from future benefit payments, usually within three months. If you would like help with applying for a Short-term Advance of Benefit, you should ask for support at East Kilbride Citizens Advice Bureau.

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Hardship Payments Hardship payments are a reduced rate of payment for claimants of income-based Jobseekers Allowance or Employment Support Allowance, who are experiencing hardship, for example you can’t meet essential living costs. Hardship can be as a result of a sanction. They are available in specific circumstances, for example if your benefit has been suspended or sanctioned, or if the Jobcentre is making a decision about whether you meet job seeking conditions. You have to apply for hardship payments. How much are the payments? Usually for JSA or ESA a hardship payment is 60% of the usual amount. If the claimant or member of the family (including partner) or member of the joint claim is pregnant or seriously ill then it is 80% of JSA payment. No hardship payment is made for the first two weeks unless you or someone in your household falls within a vulnerable group and you can prove that suffering or hardship will result without the payment. The claimant is ‘vulnerable’ if they are any of the following:       

a pregnant woman responsible for child under 16 qualify for a disability premium have a long-term medical conditions (must provide evidence) a carer (for person in receipt of qualifying benefits) certain 16/17 year-olds under 21 years of age and being looked after by LA within previous three years

Hardship payments will end if you are no longer entitled to JSA or ESA. Payments made because of a sanction will stop on the date the sanction is due to end (even if there are consecutive sanctions). To apply for JSA hardship payments clients should telephone 0800 028 0039 or ask for and complete a “JSA Hardship Application” available from their local Job Centre Plus office. If you would like help with applying for Hardship Payments, you should ask for support at East Kilbride Citizens Advice Bureau.

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Severe Hardship Payments (16 to 17 year-olds) Although JSA is normally a benefit for people over the age of 18 who are unemployed but looking for work, if you are 16 or 17 you may be able to claim JSA in exceptional circumstances such as estrangement from your family or when leaving local authority care. In order to receive Severe Hardship Payments you must be:    

available for and actively seeking work and training; registered with the Local Authority Youth Services/ Careers Service; capable of work; able to prove to a certificated officer that he/she would suffer severe hardship if a Severe Hardship Direction was not awarded.

To receive payments you will be interviewed by an under 18 advisor at the local Job Centre at which you should mention any health problems, difficulties at home, or whether you will become homeless without them. It is important that when claiming the JSA that you state you are claiming under the Severe Hardship rules. Severe Hardship Payments are paid for short periods of up to 16 weeks at a time and at the same rate as ordinary JSA for an 18 year old. What counts as living away from home for a “good reason?” One of the following would be a good reason for being away from home:   

You have no living parent(s) or anyone acting as your parent(s) You have been in care You are living away from home because you were in danger there.

You may be asked for permission to contact your family to confirm why you can’t live at home. You cannot be forced to give your permission, but if you don’t you may be refused benefit. If you don’t want your family to be contacted, a person in a responsible position (advice worker, social worker, etc.) who knows your circumstances can give evidence for you. If you would like help with applying for Severe Hardship Payments, you should ask for support at East Kilbride Citizens Advice Bureau.

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Scottish Welfare Fund People who are aged 16 or over, on a low income and do not have access to any other financial support to pay for what they need may be able to receive a payment under this fund.

Crisis Grants are available to people who are experiencing a disaster or emergency situation and need money urgently for living expenses to help them through that period.

Community Care Grants are available to enable people to live independently in their community without them having to go into institutional care. Both of these grants are awarded at the discretion of the local authority and are intended to meet one-off needs rather than be for ongoing expenses, and do not have to be paid back.

Crisis Grants If you have had an emergency or disaster, you may be able to receive money to help you recover from what has happened. It is important that you can show that if you do not have this money quickly, it will be a risk to you or your family. You must have no other way of paying for this. For example, if you have enough of your own money you will not get this grant. To be eligible for a grant you must be 16 or over, on a low income. You may get a Crisis grant if you can prove it is very important for you or your family. Some examples may include:     

escaping domestic violence; delays with a benefit claim; you may have had money stolen from you; you may have nowhere to live; fire, floods or other natural disasters.

Grants will not always be money. You may receive food, heating costs, nappies or toiletries, travel costs, or hostel accommodation costs. You are only allowed three grants a year for the same reason (e.g. if you had your purse stolen three times).

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Community Care Grants This money enables independent living in the community without which you would have to go to live in institutional care. Examples for which the award might be granted are: 



Household equipment (e.g cooker, fridge, bed, or bedding, or installation costs) Furniture

  

Removal costs Travel costs Gas and electricity connection charges

To be eligible for a Community Care Grant you must be 16 or over and on a low income. It does not matter how long you have been on a low income for but you have to prove that if you didn’t have this extra help you would not be able to live independently in the community. In general, you must have under £700 savings if you are of working age and under £1,200 if you are of pension age. Examples of situations where the grant may be applicable are:    

You may be moving out of care (care home, long term hospital care, prison etc.) and want to start to live independently You may be disabled and need specialist equipment that may be expensive You may be setting up home as part of a resettlement programme following a period of unsettled living. E.g. homelessness. You may not be disabled, but be under a lot of pressure to keep your children in a safe and secure environment.

The grant can also help to care for prisoners on release on a temporary license. You have to be receiving a qualifying benefit or receive support or care from your local authority. Your eligibility for a grant may depend on whether you are considered a vulnerable adult (unable to care for yourself because of a disability or a mental health issue or any other reason). The fund can also help children and young adults leaving local authority care. All applications are looked at on their own merit. The Council will consider your application using the criteria outlined previously.

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How to apply for the Scottish Welfare Fund To apply for help from either part of the Scottish Welfare Fund please contact South Lanarkshire Council:

Phone: 0303 123 1007 Post: collect, complete and return to: Scottish Welfare Fund, South Lanarkshire Council, PO Box 3594, Glasgow, G73 9EG.

Person: complete a form at any Q & A office situated across South Lanarkshire: Q & A Office – Civic Centre, East Kilbride Q & A Office – David Dale House, Blantyre Q & A Office – Cambuslang Gate, Cambuslang Q & A Office – Brandon gate, Hamilton Q and A Office - 169 Main Street, Rutherglen Q and A Office - South Vennel , Lanark Q and A Office - 30 Union Street, Larkhall Q and A Office - 9 Kirkton Street, Carluke Q and A Office - Forth (Community flat, Part time service) - 57 Hawkwood Terrace, Forth (Tuesday,Thursday, 9.45am-11.45am) Alternatively, you can download a form at: www.southlanarkshire.gov.uk If you have difficulties in completing the application you can telephone The Scottish Welfare fund on the contact number 0303 123 1007 You can also get help to apply to the Scottish Welfare Fund at East Kilbride Citizens Advice Bureau.

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East Kilbride Citizens Advice Bureau ltd.

Social Work Payments Local Authorities have a statutory duty to support vulnerable individuals and “children in need” if there is an emergency and can make discretionary payments to do this. A vulnerable person is defined by the Social Work Scotland Act 1968 regulations as a “person in need”, who is 18 or over. It includes people who:    

Are elderly or Have a mental illness or physical disability or Are vulnerable in other ways (e.g. drug/alcohol dependency) or victim of domestic abuse, or Have applied for asylum and are awaiting the outcome of an appeal

Section 12 Payments One type of payments, called Section 12 Payments, can cover emergencies, debts and preventative help to avoid a person’s needs becoming greater. Some examples may be:     

Cash payments - pay a fuel bill to stop disconnection of supply Payments to third parties - a rent guarantee to a landlord Payments in kind - vouchers to purchase food, fuel, clothing, furniture Loans - to cover a stolen or delayed benefit payment Local authorities can also provide accommodation through Section 12 payments to prevent homelessness in exceptional circumstances.

Section 22 Payments - children in need Local authorities also have a duty of care for ‘children in need’ (Children Scotland Act 1995). By this they mean someone 18 or under and deemed as being at risk. Examples would include children who:    

Are unlikely to achieve or maintain reasonable health and development unless services are provided or Whose health or development would be impaired unless services are provided or Are disabled (chronically ill or with mental or physical disability) or Are adversely affected by the disability of another family member.

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In exceptional emergency situations the local authority can provide discretionary cash payments to help promote the needs of the child if help is unable to be provided in some other way. The payments may also take the form of those listed above for Section 12 Payments. If a child is at risk of serious harm the local authority may also provide short term (usually 714 days) refuge accommodation. Examples where this provision could be made available include:    

Family conflict or abuse or neglect at home Problems with drugs or alcohol Pregnancy Children who have run away from foster-care or local authority accommodation.

The aim of the short refuge is to provide somewhere safe for the child to stay whilst the immediate problem is resolved or to assess provision of longer term accommodation. For either of the above payments the onus is on the person claiming to prove that they fall into one of the categories and have no other way of paying for the service they require. Application for these payments can be made: South Lanarkshire Council - East Kilbride Civic Centre Social Work Office Andrew Street East Kilbride G74 1AB Telephone Number: 0303 123 1008

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Budgeting loans Budgeting loans can help with essential lump sum expenses which are difficult to budget for when you are living on means-tested benefits. Budgeting loans have to be paid back to the social fund, but they are interest-free. This means you only have to pay back the amount you are awarded. You won't get a budgeting loan just because you are eligible to apply. The decision will be made following a review of your circumstances. Who can apply for a budgeting loan? You can apply for a budgeting loan if you are getting Income Support, income-based Jobseeker’s Allowance (JSA), income-related Employment and Support Allowance (ESA) or Pension Credit on the day that you apply. In addition, you must have been on one of these benefits for at least 26 weeks. Breaks of 28 days or less in your claim will be ignored. You cannot receive a full budgeting loan if you or your partner has more than £1,000 in capital (£2,000 if you or your partner is 61 or over). If you have capital above this amount, your budgeting loan award will be reduced by the amount of excess capital. What expenses can a budgeting loan be made for? A budgeting loan can only be awarded for essential items or services in certain categories of expense. You can apply for a budgeting loan for help with:        

furniture and household equipment clothing and footwear rent in advance and/or removal expenses to new accommodation improvement, maintenance and security of your home travelling expenses expenses associated with getting or starting a job maternity or funeral expenses hire purchase payments and other debts, if the money was borrowed for expenses in any of the other categories.

Before you apply for a budgeting loan, you should check whether you are entitled to a maternity grant or funeral payment, as these grants do not have to be repaid. You may also be eligible to apply to the Scottish Welfare Fund for a crisis grant or a community care grant as described on pages 11 to 13. These do not have to be repaid.

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How to apply for a budgeting loan You can apply for a budgeting loan on form SF500, which is available from Jobcentre Plus or the Pensions Service. You can download a copy of the form from the GOV.UK website at: www.gov.uk. Because budgeting loans depend on your circumstances, you must answer all the questions on the form which apply. You do not have to specify exactly what you need or why, but you must indicate the category of the expenses for which you want a loan and the amount of money required. If you would like help with applying for a budgeting loan, you should ask for support at East Kilbride Citizens Advice Bureau.

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East Kilbride Citizens Advice Bureau ltd.

Dealing with benefit delays or poor processing You have the right to expect a good standard of service from a public sector agency and if in receipt of a poor service and/or has been disadvantaged by maladministration may take action to resolve the problem.

Examples of poor service would be:  

              

An unreasonable delay in receipt of a payment or processing of that payment The DWP aims to process claims within: o Income Support - 9 days o Job Seekers Allowance - 11 days o Employment Support Allowance - 14 days Neglecting to inform the client of their rights Rudeness or failure to answer reasonable questions Giving misleading advice Discrimination on gender, race or colour grounds Offering no redress where it is warranted Omitting to mention the client’s appeal rights on a decision Loss of case papers connected to a claim Not replying to letters or telephone calls No provision of interpretation facilities if the claimant has a first language that is not English What can be achieved by making a complaint? A client can expect to achieve the following by making a complaint: An apology and explanation for what happened An assurance that the situation will be rectified if possible A change in procedure In certain circumstances financial compensation

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Who should you complain to? Initially, you should complain to the office administering the benefit. Agencies have their own internal complaints procedure which should be available on request. Housing benefit and council tax Reduction complaints should be addressed to the local authority, which for the East Kilbride area is: South Lanarkshire Council, Benefits and Revenue Services, PO Box 3591, Glasgow, G73 9ED. Jobcentre Plus is responsible for payment of Job Seekers Allowance, Employment Support Allowance and Income Support and in the first instance a complaint should be made to the local office administering the benefit who should reply within 15 working days of receiving the complaint. If you are unhappy with the response or the complaint remains unresolved then the complaint should be referred for a decision to: Jobcentre Plus Operating Officer Room 607 Caxton House Tothill Street London SW1H 9NA Tel: 020 7273 6006 If the problem or complaint is still not resolved the case may then be referred for a final decision or appeal to an independent agency that examines all services provided by the DWP, namely: The Independent Case Examiner Jupiter Drive Chester CH70 8DR Tel 0845 606 0777

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What to include in a complaint In dealing with any of the above agencies it is essential that for written complaints the following is included:     

Client name, address, date of birth, national insurance number and contact details Photocopies of correspondence with the relevant office(s) A summary of the complaint with details of dates and events, and names of officials Any other relevant information to the complaint An explanation of why the treatment of the case was unacceptable

DWP Special Payments The DWP may make special payments in cases where an individual has suffered hardship or injustice through proven maladministration. These payments are discretionary but may be available if:   

The client has lost entitlement to benefit payments The client has suffered actual financial loss pursuing the claim e.g. travel expenses, postage costs The client has suffered injustice or hardship(for which there are payments available between £25 and £500)

There is no statutory right to these payments – and a final decision by The Independent Case Examiner will be binding. If you would like help with making a complaint or applying for DWP Special Payments, you should ask for support at East Kilbride Citizens Advice Bureau.

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East Kilbride Citizens Advice Bureau ltd.

SUPPORT FROM LOCAL AGENCIES This is by no means an exhaustive list of possible help if you are in crisis but is representative of some of the more significant local and national aid available.

LOAVES & FISHES Loaves and Fishes is a Glasgow based charity that supports people in need across Glasgow and North and South Lanarkshire, and is run by volunteers. They aim to help local individuals and families in crisis through the provision of emergency food supplies. Access to support from Loaves & Fishes can be by self referral or referral via the following organizations: 

South Lanarkshire Council Housing or Social Work Services,



East Kilbride Citizen’s Advice Bureau,



South Lanarkshire Women’s Aid Please speak to an advisor at East Kilbride CAB if you need this assistance or telephone Loaves & Fishes on: 01355 224375 Opening Hours: Monday, Tuesday Thursday: 9.30am – 12.30pm Wednesday: 9.30am – 3pm Address: 15 Carron Place, Kelvin Industrial Estate, East Kilbride, G75 0YL

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CALDERWOOD BAPTIST CHURCH FOOD BANK Aim to help local individuals and families in crisis through the provision of emergency food supplies. One food parcel per week. Access to support: no referral required Telephone number: 01355 520765 Emergency: 07505452672

HAMILTON FOODBANK Offer food parcels to people from Hamilton, Bothwell, Uddingston and Blantyre areas ONLY. Referral is required: by voucher and can be obtained from: East Kilbride Citizens Advice Bureau 9 Olympia Way Town Centre East Kilbride G74 1JT

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WOMEN’S AID SOUTH LANARKSHIRE Women’s aid South Lanarkshire – East Kilbride is a voluntary organisation which provides support to women who are experiencing or have experienced domestic abuse and to children from families where domestic abuse occurs. It provides  

Temporary accommodation for women with and without children Information, support and advocacy for women in relation to domestic abuse

Women’s aid South Lanarkshire The Hut Torrance Road East Kilbride G74 1AR Helpline: (01355) 249897 Monday – Friday 9am – 5pm

SOUTH LANARKSHIRE CARERS NETWORK Offering support to carers of all ages, this Organisation also offer support for young carers Contact Information: South Lanarkshire Carers Network Voluntary Sector Support Centre 155 Montrose Crescent Hamilton ML3 6LQ

Telephone: 01698 285163

Please contact directly for times of meeting and support available

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ALCOHOLICS ANONYMOUS – AA Alcoholics Anonymous is a support organisation for people who wish help to deal with an alcohol problem.

Helpline Number: 0845 769 7555

Please call the above number to gain information regarding local meetings or call into East Kilbride CAB for information.

GAMBLERS ANONYMOUS SCOTLAND This organisation is a support group for people who wish help to deal with a gambling problem.

Helpline Number: 0370 050 8881 – 24 Hours per day

St. Columbkilles Halls 2 Kirkwood Street Rutherglen G73 2SL

East Kilbride Meeting: East Mains Baptist Church Maxwell Drive East Kilbride G74 4HG 7.30pm on Thursdays 24

East Kilbride Citizens Advice Bureau ltd.

SOUTH LANARKSHIRE COUNCIL – HOMELESS If you are homeless and require assistance with housing issues then contact the Homelessness team. South Lanarkshire Council Homeless Civic Centre Andrew Street East Kilbride G74 1AB

Telephone: 0303 123 1012 Monday, Tuesday & Thursday: 8.45am – 4.45pm Wednesday: 11am – 4.45pm Friday: 8.45am – 4.15pm

Emergency (Out of hours) Telephone Number: 0800 242024

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ARMED SERVICES ADVICE SERVICE – ASAP ASAP is provided by the Scottish Citizens Advice Bureau (CAB) Service, a highly trusted network with decades of experience delivering a free, independent, confidential and impartial advice and information service to the general public Who can use ASAP? This service is available in Scotland. We support people who are : Serving in the Armed Forces, Regular or Reserve, and their dependants Ex - service, Regular or Reserve, and their dependants Members of the Merchant Navy who served in a commercial vessel in support of legally defined UK military operations, or a dependant.

  

Call us on 0845 231 0300 and talk to one of our trained advisers. Or visit East Kilbride CAB who can organize an appointment with an ASAP officer.

PATIENTS ADVICE & SUPPORT SERVICE – PASS The Patient Advice and Support Service is an independent service which provides free, accessible and confidential information, advice and support to patients, their carers and families about NHS healthcare. The Patient Advice and Support Service: 

 

can provide you with information, advice and support if you want to give feedback or comments, or raise concerns or complaints, about healthcare provided by NHS Scotland helps you understand your rights and responsibilities as a patient works with the National Health Service (NHS) in Scotland to improve healthcare provision – work that can be done because of the feedback you provide.

You can access this service at East Kilbride CAB. Your CAB adviser will refer you to a Patient Adviser if it is appropriate, who can provide specialist help or support regarding the NHS in Scotland.

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MONEY ADVICE SERVICE The Scottish CAB Service is working with the new Money Advice Service to deliver face to face Money Advice Sessions across Scotland, to help everyone make the most of their money. We want to help people to take control of their finances. We know that if we can help you make the most of your money and make good financial choices you are less likely to end up in financial crisis. And that’s where the Money Advice Service comes in. The Money Advice Service is an independent organisation to help you manage your money better. It gives clear, unbiased advice to help you make informed choices. An appointment with your local Money Adviser can be made via East Kilbride Citizens Advice Bureau or contact:

0808 800 0118

CITIZENS ADVICE DIRECT

FOR TELEPHONE ADVICE ONLY (self help, email and Chat available from website - see website address below). Citizens Advice Direct is a National Service, available to all Citizens of Scotland. Citizens Advice Direct offers free, confidential telephone advice and information to anyone who calls, on any matter. Citizens Advice Direct complements the services provided by Bureaux. Telephone: 0808 800 9060 for help and assistance. http://www.citizensadvicedirect.org.uk/ (Calls from all land lines and most mobile providers are free. Please check with your supplier. You can also Email or chat Live with Citizens Advice Direct via the website, or access our self-help pages.)

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SUPPORT FROM NATIONAL AGENCIES

TURN2US This agency allows anyone to access financial help from a variety of sources. The website contains information and tools to help you find support, based on your specific needs and circumstances. You can also register for a personal ‘My Turn2us’ account, which allows you to make confidential enquiries and applications directly to many of the grant-giving charities that you identify using their Grants Search database. The Turn2us website also brings together an easy to use Benefits Calculator and a Grants Search database giving access to over 3,000 charitable funds – all available through http://www.turn2us.org.uk/. For individuals who are not able to access the website, their freephone helpline is open from 8.00 am to 8.00 pm Mondays to Fridays on 0808 802 2000.

SSAFA (Soldiers, Sailors, Airmen’s Families Association) SSAFA is a charity that provides life-long support for anyone who has ever served in the Armed Forces and their families. Support is both practical and emotional and is given to both serving service personnel and veterans and extends to ex-servicemen either in prison or who are now ex-offenders. Tel 0845 241 7141 for more information or visit their website www.ssafa.org.uk

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SHELTER Shelter provides a free, national telephone advice line staffed by trained housing advisers. Advice covers anything from finding a place to sleep to suggesting how to handle mortgage arrears. Lines are open from 9am to 5pm, Monday to Friday on 0808 800 4444

CARERS UK Carers UK is a charity set up to help the millions of people who care for family or friends, providing information and advice about caring alongside practical and emotional support for carers. Carers UK also campaigns to make life better for carers and influences policy makers, employers and service providers, to help them improve carers' lives. Tel 0808 808 7777 or visit www.carersuk.org

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East Kilbride Citizens Advice Bureau ltd.

East Kilbride Citizens Advice Bureau Ltd. 9 Olympia Way Town Centre East Kilbride G74 1JT Contact Telephone number: 01355 263698 Opening Hours: Monday, Tuesday & Friday (open sessions): 9.30am – 4pm Wednesday (telephone service): 10am – 1pm Thursday (appointments only): 9.30am -4pm Thursday evening (Money advice & Benefits): appointments 5pm – 8pm Saturday (Benefit only) Appointments: 10am -12 noon

ADVICEGUIDE IS OUR PUBLIC WEBSITE AVAILABLE TO RESEARCH INFORMATION AND CAN BE FOUND AT: www.adviceguide.org.uk/scotland

East Kilbride Citizens Advice Bureau would like to thank all of the organisations who agreed to their information being shared in this guide, we would also like to thank Stirling & district CAB for allowing us to use the template of the guide which they originally developed, and also to Citizens Advice Scotland for providing a grant to allow us to be able to produce and distribute this guide for the benefit of our local community.

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