Initial appointments are arranged in order to identify all aspects of an enquiry, to deal with at once if appropriate, or to agree a course of action. A longer appointment will be made where a particular need is identified before the appointment is made.

Advice is given on means-tested and non means-tested benefits, including disability and sickness benefits, social fund, industrial injuries, job seeker benefits, state retirement pension, pension credit , NHS benefits, and tax credits. Problems with overpayments and underpayments of benefits are also covered. Claimants who find themselves being investigated and/or prosecuted for alleged benefit fraud should seek the advice of a solicitor.

Work with a client will range from simple benefit checks and 'better off' calculations through to challenging decisions on benefit claims. Advisers are able to represent clients at benefit appeal tribunals and at commissioner level. Where appropriate the service can refer clients to external agencies.