Support Helpline

Our Support Helpline phone number is 07444 053 520.  You can text to book a call or if you need to get in touch but don’t have a contract, we’ll call you right back!

You can also email us on

Mondays 18:00-20:00
Thursdays 13:00-15:00

Helpline Support is a helpline where you can discuss issues related to benefits such as:

  • How to claim certain benefits.
  • Obstacles and difficulties you may face when dealing with the DWP, especially if you don’t normally deal with them or you’re a new claimant.
  • What to do before you go to an advice agency.
  • What to be aware of if you have an appointment with Atos, Capita or Maximus for an assessment with your Employment Support Allowance or Personal Independence Payments.
  • Help with form filling.
  • Help for carers, family and friends who may be supporting someone with hoarding or other issues
  • Knowing what to do when something goes wrong.
  • Where to get the best and most appropriate advice online.
  • Reassurance if you’re nervous, frightened, undecided or unsure about what to do, where to go or how to claim.
  • Coping strategies for Stress and Anxiety Management.
  • Help clear up confusion in relation to the benefits system.
  • How to deal with Mandatory Reconsiderations and Appeals.
  • Access to specialist websites, Facebook groups, template letters, diaries and benefit walk-throughs to assist with filling in forms and explaining your situation in application forms and putting extra information in your claim or applications.
  • How to deal with changes in circumstances.
  • Traps and Pitfalls when claiming disability benefits.
  • Problems with the Bedroom Tax.
  • Signposting to other relevant services who can support you depending on your circumstances and situation.
  • A place where you can discuss and explore how to make progress with benefit issues or any problems you’ve encountered in relation to Employment Support Allowance, Personal Independence Payments or Disability Living Allowance.
  • If you are struggling with debt issues we can point you in the direction of support whether online, locally or nationally.
  • We work with Turn2Us to help you with Benefit Calculations and / or Applying for Grants from Charitable Organisations.
  • We work with Child Poverty Action Group (CPAG) to give you the best and most up to date advice related to benefit issues and related difficulties.
  • We have access to current specialist publications:
      • Disability Rights Handbook – Disability Rights UK.
      • Welfare Rights and Tax Credits Handbook – Child Poverty Action Group (CPAG).
      • The Big Book of Benefits – published by Mind the mental health charity.

To find out more about Edward, our Helpline Support Worker, and his experience of supporting others, scroll down.

One of our Experts

Our Benefits Support Worker

I’m a passionately caring person who seeks the best for everyone. I get a real buzz from helping support others especially with benefit issues with which I have personal experience as a claimant and with previous experience as an advisor with the CAB.

I struggle with Post Traumatic Stress Disorder Including Hoarding Disorder, Anxiety, Depression and some physical disabilities.

I am setting up a hoarding support group in Lancashire.

I support people claiming benefits online via Facebook and occasionally face to face through a group called Better Together Benefits Peer Support Group which I set up to support some friends who were struggling with benefit issues.

I’m currently a volunteer with Lancashire Mind as an ad hoc and on demand volunteer. I’m involved in various voluntary activities as and when they arise.

I have previous experience of:

  • Running and organising a peer support group with Lancashire Mind for older adults with mental health conditions.
  • Supporting individuals struggling with stress and related issues via Lancashire Mind – Keeping the Balance Project.
  • Advocacy with a local advocacy service.
  • Volunteer Advisor with Citizens Advice Bureau.
  • Trafford Access Group – Sensory Impairment Support.
  • Trafford Shopmobility – Volunteer Customer Support.
  • Training.

I have undergone training in:

  • Mental Health Awareness (Lancashire Mind) As a volunteer with ongoing refresher courses from time to time (Ongoing).
  • Peer Support Training.
  • ASSIST Suicide Awareness.
  • Mental Health First Aid.
  • Stress Management – Keeping the Balance via Lancashire Mind.
  • Advocacy Awareness Training with ongoing refresher courses.


Edward will receive regular training in hoarding and benefits advice.  He will be supervised by Megan Karnes, Director.


020 3239 1600



M-F: 10am – 5pm


Suite 103
Davina House
137-149 Goswell Road
London EC1V 7ET

Gratefully funded by

The Allen Lane Foundation logo
Virgin Media O2
Garfield Weston Foundation