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Information & Advice - Statement of Service

Age UK Bromley & Greenwich, has for over 50 years, been a provider of services for older people, whilst much has changed through this period, our vision of making later life fulfilling for all remains the same. From our beginnings as a small charity providing practical help and support, the organisation has become a major provider of contracted services to adults in both boroughs.

The Information and Advice service aims to:

  • Provide free, confidential and independent advice service to people aged 65+ living in the London Borough of Bromley and people aged 50+ living in the Royal Borough of Greenwich.
  • Provide generalist advice on a range of issues including employment rights, welfare benefits, housing, legal issues, relationships, and consumer rights.
  • Work with other professionals in order to ensure older people are aware of the services available to them
  • Keep up to date with any changes affecting older people and disseminate this knowledge as appropriate
  • Obtain funding to continue to provide the service.
  • Monitor and evaluate service provision and utilise this to develop the service.
  • Encourage feedback from clients to support development of the service
  • Ensure all older people in both boroughs can access the service whether by telephone, email, SMS text, office visit, outreach or home visits.
  • Promote the service in both boroughs.

The Service will answer enquiries from:

Anyone who has an enquiry or needs information relating to an older person or an issue affecting them.  

Enquirers can access the service:

  • By telephone Information & Advice direct line 0208 315 1850 (option 1) Open Monday to Friday 9.00am – 5.00pm.  Outside these hours and during busy periods calls are diverted to the National Age UK Advice Line 0800 678 1602
  • By email info@ageukbandg.org.uk 
  • By office appointments / drop-in sessions:

     *Bromley office
     Time: Monday - Friday, 9.00am – 5.00pm (office appointments only)
     Place: Age UK Bromley & Greenwich, Community House, South Street, Bromley, BR1 1RH
     Drop-in Surgery: Closed until further notice

     *Greenwich office
     Time: 9.00am – 5.00pm
     Place: Age UK Bromley & Greenwich Resource Centre, 2-6 Sherard Road, Eltham, SE9 6EX 
     Drop-in Surgery: 9.30am-12.30pm Monday to Friday

In some circumstances we may need to make an appointment for you to come back another time.

  • By home visits – Following a telephone enquiry an adviser may need to visit a client in their own home if the enquiry cannot be answered over the phone. Examples include completing benefit application forms and sorting out complex benefits issues.
  • By outreach appointments – drop-in sessions are offered at several locations across the county.

The Service answers enquiries on any topic relating to people over age 50 and includes:

  • Claiming welfare benefits
  • Community Care e.g care at home, residential care, safeguarding
  • Housing issues e.g. housing options, homelessness, property repairs
  • Support available in the home e.g. domestic chores, gardening, befriending
  • Safety and security e.g. Telecare, advice on home security
  • Healthy living e.g. social and fitness activities
  • Support for carers
  • Equipment e.g. home adaptations where to get a stair lift

Age UK Bromley and Greenwich cannot provide:

  • Consumer debt advice
  • Financial advice
  • Immigration advice
  • Legal Advice

In any instance where the service is unable to help a client the adviser will do their best to signpost or refer a client to another service that can help them, with a preference being given to AQS mark holders.  

Client Feedback

Clients can feedback via telephone, email, post or in person. Client feedback is reviewed by the Senior Management team and identified actions forwarded for review at quarterly Board meetings. For further information, please visit: https://www.ageuk.org.uk/bromleyandgreenwich/about-us/feedback/

Resources

The Service uses a variety of resources to answer enquiries. These include:

  • Age UK factsheets, information guides and website links.
  • Age UK London Business directory, which provides details of trusted services, traders and businesses throughout the Boroughs of London. This Business Directory is a free service for you to find a builder, roofer, electrician, plumber, joiner, plasterer, gardener, cleaner, solicitor or any other type of supplier or service. The directory lists reputable retailers as well as contractors and mobility aid providers that can be trusted. https://www.aubdlondon.co.uk/

Clients are entitled to receive the following:

  • Independent Advice - All clients will be given advice which is independent and does not favour a particular organisation or service e.g. funders or trading services. Clients will be provided with options that are relevant to their needs for them to make an informed decision.  The only exception to this is if a Conflict of Interest is identified (refer to the Conflict-of-Interest Policy and Procedure).
  • Free Advice - The Service is free to the client. If Advisers refer the client to another organisation any known charges will be explained.
  • Provide Consent - clients are asked for their consent to record and share information where relevant. Outreach and home visit clients are asked to sign a form to give their consent. Further details regarding consent can be found in the Consent Procedure.
  • Response Times - Advisers aim to respond to enquiries within three working days. Enquiries are responded to within two working days.
  • Progress of a Case - Clients will be kept informed about how their case is progressing, normally within five working days of their enquiry.
  • Confidentiality – All enquiries are treated as confidential, and a client’s consent is needed to share information with a third party. In exceptional circumstances a client’s details may need to be shared with another organisation for example; safeguarding of a vulnerable adult (refer to Age UK Bromley and Greenwich Confidentiality Policy).
  • Policies – All staff members and volunteers adhere to the organisation’s policies and procedures.

Quality Standards
Our advice service is regulated by:
Age UK Information and Advice Quality Program (IAQP) and the national Advice Quality Standard (AQS)