SERVICES OFFERED

Harlow Welfare Rights & Advice (HWRA) is an independent charity and a member of Advice UK and the Law Centres Federation.  It holds the quality mark issued by the Legal Services Commission.

HWRA provides free, confidential, impartial and independent advice to Harlow residents. We also work with partner agencies in West Essex to deliver specialist advice in those agencies.

HWRA services include:

• Advice, advocacy and representation in debt, employment, housing and welfare benefits
• Access to specialist advisers, solicitors and support officers
• Provision of a wide range of community information on other related subjects through the computerised and printed reference material held at the Reception Desk
• Monthly column in the “Harlow Star” weekly newspaper
• News items and assistance with advice-based features for local newspapers and radio
• Social policy work, advice and information to Councillors and support for organisations that function to improve the rights of disadvantaged people 
• Take-up campaigns, talks and training courses

 

HOW THE SERVICE IS DELIVERED

All staff work on Reception on a rota system. There are two members of staff on Reception duty each session, generally a specialist adviser and a member of the information support team.  Initial advice and information can be given face-to-face over the Reception Desk or through the Reception Telephone Helpline.

Reception staff will assess the enquiry or problem, check if there are any essential deadlines, give brief advice and/or information where necessary, explain how the service works and book an appointment if appropriate.  Although most initial enquiries are dealt with at the Reception Desk, clients can use a private office off the Reception area if they feel it is not appropriate to discuss their enquiry in a public area or if they are distressed.

If it is difficult for clients to attend appointments during the Advice Centre’s normal opening hours (10am to 1.30pm week days), it is possible to make out-of-hours appointments or home visits for housebound clients.

Interviews with advisers are confidential, although some information is stored securely for monitoring purposes and to pursue case enquiries.

User profiles and analysis of statistical records help with monitoring who is using the service and highlight where action is needed to ensure that those who need advice have access to the service.

Click this link to HWRA’s ANNUAL REPORTS for more information about the numbers and types of initial enquiries handled by phone or face-to-face over the Reception Desk.

 

HOW CASEWORK IS FUNDED

Reception staff will need some personal and income details before booking appointments, as the majority of casework is available only to clients who are funded through HWRA’s contract with the Legal Services Commission (LSC).   The LSC contract covers clients whose incomes are low enough for them to qualify for legal aid AND who live in the area covered by Harlow Council or Epping Forest AND who need specialist help that is covered by the legal aid scheme for issues with debt, employment, housing and welfare benefits.

HWRA has only very limited funding to do casework for non-legally aid-able clients.

There is some funding for Harlow residents who need benefits, debt, employment or housing advice. Harlow Council and the Money Advice Service fund most of this work.

HWRA offers a service on possession hearing days. There is no requirement for people assisted via this scheme to be legally aid-able.  Possession hearings have been held at Harlow Magistrates Court, on behalf of the County Court service, since Harlow County Court closed in April 2011.  Clients should allow enough time on the day for the HWRA Duty Court Adviser to look through their papers before they have to appear before the court officials.

 

HWRA STAFF AND TRUSTEES

Click on this link to our ANNUAL REPORTS for brief biographical details of:

• HWRA staff
• members of HWRA’s Board of Trustees

 

LEGAL CONTACT INFORMATION

A not-for-profit company limited by guarantee.
Company registration number 4738269
Charity Registration number 1103954
Registered in England and Wales
VAT registration number 839 8428 74
Registered office:  Advice Centre, 2 East Gate, The High, Harlow, Essex, CM20 1ND