FAQs

Yes – we have a ramp to the main entrance and wheelchair accessible interview rooms on the ground floor. We have a low level booth for wheelchair users to speak to our Receptionist and Diagnostic Assessor. There are however no public toilet facilities on site.

Yes – we have a hearing loop that can be used anywhere in the office.

We are also creating links with Deaf Access Bedfordshire to provide a monthly advice session for people who are deaf.

Ideally we ask that you bring someone with you who can act as a translator. We have a basic translation device and can where necessary use a translation service.

No. The first thing to do is use our drop in service or submit an enquiry through our website or Adviceline. If we feel you need an appointment after that we will let you know. See the Get Advice page for more information on how to get in touch with us.

Please call us on 01582 540450 to let us know if you need to cancel or reschedule your appointment or if you are running later.
See our appointment policy for more information on this.

No. We do not do home visits. If you can’t leave your home we can speak to you by telephone or email. Or you can give your written permission for someone to act on your behalf.

Confidentiality is extremely important to Citizens Advice. We only ask for information we need and we keep it secure.

Our Privacy Policy gives more information about how we deal with the information you give us.

We are here to listen and help you find a way forward. If we can’t help you or you need more specialist advice we will tell you where to go for it.

You should try to bring any paperwork to do with your problems such as letters, statements, bills and benefit awards.

We cannot give you money. However, subject to eligibility checks and an assessment of your situation we can give food bank vouchers, utility top up vouchers, SIM cards and water credit. You will need to provide evidence of financial hardship such as a bank statement as part of the assessment.

Please check our Get Involved page to see if we are currently recruiting.

No. We are an independent charity. We have to source our own funding and do not sit within the local authority. Our funding comes from grants from a variety of funders as well as donations.

Check our Get Advice page for details of when we are open, how to contact us and where to find our office.

We will ask you questions about yourself and listen to you. We will then see how we can help you. We may give you information or suggest you contact a more specialist organisation. Or we may book an appointment for us to follow up with more detail and support.

Our waiting times vary depending on how busy we are.
If you drop in you will be seen on the day.
Sometimes there is a long wait to speak to someone on our Adviceline.
If you need an appointment you could have to wait 1-2 weeks depending on the area of advice you need.
Our debt waiting times are a little longer.

We are sorry there can be a wait for appointments but we are charity and depend on volunteers as well as paid staff. We work hard to meet the demand for appointments. It helps if you bring paperwork with you and let us know in advance if you need to cancel so appointment are not wasted.

Our funding generally prevents us from helping you unless you live, work or study in Luton. If this is not you then you will need to access your local Citizens Advice. Click here to find it.