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Our email and telephone service is still available to all local residents.

Our face-to-face service has been suspended during the coronavirus outbreak. Please do not visit our offices.

Want to call us?

0808 278 7832

(Freephone number)

Mon-Fri 10am-4pm

Only if we are already dealing with your problem, call:020 7386 9068

Online and want advice?

If you can't get through on the phone, or want to contact us out of office hours, the quickest way is by using this

We aim to respond by email within a few working days. If necessary, we may call you from an unknown number to get further details.

Universal Credit advice?For help with your Universal Credit claim, from the application through to your first payment, call:
0800 144 8 444

For online chat or to find out more, please visit the Citizens Advice national service

Want to talk about debt? Call us on:

020 3137 6295
Or complete to contact us about debt.

Please read the following advice before contacting us

Given the current situation with Covid-19, our advice is changing day-to-day, dependent on policy changes. We will regularly update the key information below, which may solve your query without you needing to contact us.

We will try to answer any further queries if you complete the form below. Please understand that we are very busy and may not be able to offer you individual advice quickly,  but will do our best.

You may also wish to go Money Saving Expert who have a lot of information updated daily.

Also, if you need urgent support with food, medicines, loneliness or isolation, or you are worried about a friend, neighbour or relative, you can try contacting H&F Community Aid Network. H&F CAN is the volunteer community aid network launched by Hammersmith & Fulham Council to support vulnerable residents during the coronavirus pandemic. Freephone: 0800 1456095 (9am to 7pm) or Email:

Talk to us if you have problems about debt

We offer free debt advice. You can call us on 020 3137 6295 or contact us using this form if you are experiencing debt problems.

1. If an employer tells you to take unpaid leave

If your employer asks you to take unpaid leave, because of child-care responsibilities or because they have no work, you need to check your employment rights. Most people with under 2 years of employment, do not have rights to challenge dismissal. Statutory notice period is one week. Given the current circumstances, the government is trying to support business to avoid this. You can Raise a Grievance with your employer. You can challenge if you feel you have been Discriminated Against.

If you are looking after your children, as they’re not at school, you can ask for Dependent/Parental leave– but this is not a statutory right.

Your employer should not ask you to work from home and not pay you your usual full wage/salary for this. If they do, you need to raise a grievance. However, please bear in mind, that if they dismiss you, if you’ve been there less than 2 years, you do not usually have rights to challenge this dismissal.

2. Coronavirus Job Retention Scheme Extension

The Furlough Scheme has been extended until 30th September 2021. Furloughed employees will receive 80% of normal earnings for unworked hours, up to a maximum of £2,500. More details here.

3. If you are not being paid

If you are having to self-isolate because of the Covid-19 pandemic, or are taking leave for children, and you are not being paid, there are a couple of benefits to which you may be entitled.

i. Statutory Sick Pay (SSP) can be paid from the 1st day of self-isolation due to emergency legislation. This is paid if your employer cannot pay you contractual sick pay or paid leave. This is paid at £95.85 per week.
After seven days of sickness or isolation, your employer may want confirmation of your condition. This is now available online through the NHS website .

ii. Universal Credit is a means-tested benefit which can be claimed to supplement income if you are unable to work or are low-paid and have savings of less than £16,000. It permanently replaces a number of other benefits, including Child Tax Credit, Working Tax Credit and Housing Benefit. If you are already receiving any of these other benefits, take advice before claiming Universal Credit.

– If you live with a partner, they must claim Universal Credit jointly with you and their income and savings will be taken into account.

– You can claim Universal Credit alongside Statutory Sick Pay  However,  your Universal Credit payment will be reduced to reflect this.

– Universal Credit would support you to live and also help with any rent you cannot pay, although the rent element may be subject to a cap depending on the level of your rent and the size of your home.

– It will not help you with any mortgage payments.  A loan scheme called SMI is available for this if needed, although a 3 month mortgage ‘holiday’ is being put in place.

– Universal Credit is paid after 5 weeks. However, you can ask for an advance payment if you need money urgently. This is an interest-free loan, that you have up to a year to pay back. You will be able to pay it back over two years from April 2021.

– For help with a Universal Credit application, see below

iii. New Style Job Seekers Allowance (JSA) is a benefit paid to people who have lost their jobs and have made sufficient recent National Insurance contributions, whether from employment or self-employment.  The £16,000 savings limit does not apply and is paid at a rate of £74.35 per week. If you have savings of less than £16,000, JSA can  be claimed in conjunction with Universal Credit, but if it is paid the same amount will be deducted from your Universal Credit payments.

iv.  New Style Employment Support Allowance  may be available to people who are self-isolating or unable to work due to ill-health or injury.  Check whether you might be eligible.

4. Self-employment

HMRC will contact you if you are eligible for the fourth grant of the Self Employed Income Support Scheme.
You are only eligible if you completed your 2019/20 tax return by 2nd March 2021. There is more information here.

5. Opening of schools, nurseries and colleges

All schools and colleges were scheduled to return on 8th March 2021.

6. Trouble Paying Rent and Mortgage

If you can’t afford to pay your rent we strongly recommend that you speak to your landlord and update them. You may be able to get some or all of your rent paid if you claim Universal Credit.  You can find out how many bedrooms your household is entitled claim help with rent for at the Valuation Office website. If you are a private tenant and claiming Universal Credit (or Housing Benefit if you’re an existing claimant) the Government’s maximum possible contribution to your rental payments increased from 1st April 2020. You can find the rates that will apply to you by entering your postcode here.  Courts have been able to hear possession proceedings (evictions) since 21st September 2020. However, eviction notices cannot be served before 31st May 2021 other than in exceptional circumstances. There is more guidance here.

If you can’t pay your mortgage, you need to talk to your mortgage provider and they have to offer you appropriate support. The guidance is here. Lenders been advised that this should not have a negative impact on your credit rating. Lenders have also agreed to a temporary stop on any re-possession action. And talk to us, if you can’t pay your rent or mortgage – we offer free debt advice.

7. Energy Companies

Energy companies are exploring ways to avoid cutting people off for non-payment, or if they cannot afford to top up their pre-payment meter.  If you are struggling to make payments, we recommend you speaking to your energy supplier as soon as possible as they may be able to offer you additional support and advice to avoid building up a longer term debt.  Talk to us if you are having problems paying your energy bills – we offer free debt advice.

8. Rights to Refunds on Holidays/Services

With many companies having stopped their services to the public (such as cinemas, theatres etc), and most international travel is suspended, with government guidance suggesting only essentials and emergency travel, as you may be turned away from the country you intend to travel to. As such, companies should provide you with a refund – or if they will give you credit or the chance to rebook. This may change, therefore, we strongly advice you contact our Consumer Service who are specialists in this area 0808 223 1133.

How To Contact Us – if this hasn’t answered your question

Email (new issues)

The quickest way to contact us is by using this form. We aim to respond within a few working days. Please expect to receive a call from an unknown number.

Telephone (new issues)

If you can’t use the form, you can call us Mon-Friday 10am-4pm but we have limited capacity and you may have to hold for a long time
0808 278 7832 (freephone)

Existing Clients

Only use this number if you have spoken to us before about the problem, or you want to cancel an appointment. You will need to leave a message and we will call you back Mon – Fri 10:00am – 4:00pm. We will only call  you back if we confirm you have an open case with us.
020 7386 9068


Only use this number if it’s about debt or complete this form to get help with debt.
020 3137 6395

Universal Credit Advice

Our Help to Claim service can support you in the early stages of your Universal Credit claim, from the application, through to your first payment.

You can contact an adviser through our free national Help to Claim phone service:
England: 0800 144 8 444
For online chat or to find out more about this service, please visit the dedicated Citizens Advice national service

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Company Information

We are Citizens Advice Hammersmith & Fulham, an operating name of Hammersmith & Fulham Citizens Advice Bureau Service Ltd.

Registered Company Number 3160526 England, Registered Office:
Avonmore Library & Neighbourhood Centre,
7 North End Crescent, London W14 8TG.

Charity Registration Number 1054505.

Authorised and regulated by the Financial Conduct Authority. FRN: 617622.

ICO registration number Z5328396.