Our Customer Charter:

What are welfare rights services?
In Denbighshire we call these services “Rights4Life” because they give you information, advice or help with:
• state benefits, pensions and tax credits;
• housing rights;
• employment rights;
• personal debt;
• saving energy;
• health promotion and
• contacting other services relevant to you.

We support these advice services by funding:
• our Welfare Rights Team;
• Rhyl Benefits Advice Shop; and
• Denbighshire Citizens Advice Bureau.

These services have helped people secure their entitlement to £88 million in state benefits and tax credits between April 1996 and April 2011.

We aim to:
• improve people’s independence, health and life chances;
• deliver the Council’s legal duties and responsibilities to give information and advice about state benefits, tax credits other relevant services;
• respond to the needs of Denbighshire’s changing population;
• Help to regenerate our local economy;
• create income for the council;
• work to realise the UK Government, Welsh Assembly and the Councils plans to end child and fuel poverty, and
• deliver an efficient, cost-effective, high quality service to all our customers.

Our principles
• Confidential – your details stay within the Welfare Rights Team unless you give us permission to share them with others.
   Independent – we consider the law and challenge decisions free from outside influence.
• Fair – all our customers can expect the same high standard of service.
• Not judging you – we don’t judge people, we just focus on the job.
• Accurate – we give you accurate, honest advice.
• Free – our service won’t cost you anything to use.

We deliver our service through

• a free welfare rights advice phone line for all who live in Denbighshire;
• a home visiting service for users of Social Services and Council housing;
• a service for cancer patients;
• help with state benefit and tax credit disputes and appeals to tribunals;
• free training on welfare rights;
• publicity and information campaigns;
• giving people contact details for other relevant organisations;
• working with Denbighshire Advice Network to improve advice services; and
• support Denbighshire’s Anti-poverty Network and it plans.

Our Standards: when you use our service, we will
• provide a service which meets your needs;
• be helpful and polite;
• tell you the name and contact details of the person helping you;
• listen to you properly and write down the main things you are asking for;
• communicate with you clearly in the language you choose;
• give you information in large print or on CD (if you ask);
• answer your phone calls within 20 seconds, and get back to you within 10 working days if you leave a message;
• reply to your letters within 10 working days;
• visit you at a time convenient to you and within 10 working days if possible;
• provide a form so you can give us feedback on our service; and
• let you know how we are performing through our annual report, which we will publish on Denbighshire County Council’s website.

Our service works within Legal Services Commission’s quality framework to deliver a welfare benefits advice service. If you are not happy with the service you receive, please phone the Complaints Officer on 0800 032 1099 or e-mail them at your.voice@denbighshire.gov.uk.

Contact details for advice about your welfare rights

Welfare Rights Advice Line
• Phone: 0800 169 6625 (10am to 12.30 am 1.30 pm to 4pm) Monday to Friday, calls to this number are free, so ask for a call-back if you use a mobile.
• Address: 64 Brighton Road, Rhyl LL18 3HN
• E-mail: welfarerights@denbighshire.gov.uk
• Website: www.denbighshire.gov.uk

Age Concern North Wales Central
• Phone: 01745 816947

Benefits Advice Shop
• Phone: 0800 074 0333 (calls to this number are free)

Denbighshire Citizens Advice Bureau, phone
• Rhyl: 01745 334 568
• Denbigh: 01745 814 336
• Ruthin: 01824 703 483
Llangollen: 01978 860 983
Money Advice Unit for debt advice: 01745 818 085

North Wales Energy Advice Centre for free energy advice
• Phone: 0800 954 0658

Shelter for Housing Advice phone:
• Shelter Cymru: 08450755005
• Shelter UK: 0808 800 4444

Denbighshire County Council’s Family Information Service
• 01824 708220

Genesis: support and advice for finding work or training
• 01745 815891

For general advice on Denbighshire County Council services
• Phone: 01824 706100 (Welsh) 01824 706101 (English)
• E-mail:customerservicecentre@denbighshire.gov.uk

For information on services provided by Social Services and Housing
• Phone: 01824 712900
• SMS: 07917 597 993
• E-mail: firstcontactteam@denbighshire.gov.uk