We offer a free and confidential information and advice service for older people, their families and carers.
How to access the service
Call your nearest information and advice team...
Please note that calls outside of these hours will be directed to the Age UK National Advice Line.
Topics we cover
Our advisers are trained to help you on the following topics.
- Your income - including free benefit checks and help with form filling for clients over State Retirement Pension Age only.
- Your home - information on staying warm at home, home adaptations and how to prevent falls.
- Social care - such as finding a care home or getting some help at home, and how it's funded.
- Local services - we can provide a list of local social activities in your area and/or signpost you to other relevant agencies.
We may also be able to help with other issues not listed above, or point you in the right direction of other organisations if we think this could help.
Are there any topics that we can't help with?
Sometimes people come to us with problems that we do not have the expertise or knowledge to help with. For example, we are unable to provide consumer debt advice, financial advice or immigration advice.
Where possible, we may be able to provide basic information or signpost you to other organisations so you can contact them and find a way forward. In some cases we will refer you to a specific organisation and contact them on your behalf - we will always get your permission before doing this.
Is the service completely free of charge?
Our information and advice team gain satisfaction from the work we do and the positive impact we have on people's lives. We don't expect any further form of recognition or gifts. And while chocolates, cakes, biscuits and other thank you gifts are lovely to receive, there are a number of other ways you can help us to continue running the service. You could join our team as a volunteer, or if you can afford to, you could consider making a donation to us.
It also helps to spread the word - please tell your friends and family about what we do. We love to hear your success stories, so why not provide us with a case study about yourself or a loved one and tell us the difference it has made - please contact us. You could even write to your local councillor or MP and tell them how valuable our service is in the community!
Can I get information and advice at your office?
Our office appointments are by arrangement only. This can be arranged when you speak to us over the phone. Please note that some meeting rooms may not have street-level access, please call us if you have any questions regarding easy access to meeting rooms.
Is it possible to arrange a home visit?
Yes - we may you at home for certain types of advice that can’t be provided over the phone. For example, help with completing benefit application forms. However, home visits are expensive and time consuming so we will ask you about alternative ways we could help first. If you'd like to arrange a home visit, please call us. Please be aware that we do have a waiting list for home visits.
When we visit we will always arrange the time with you in advance. Our adviser will always carry identification. If you have any concerns about someone turning up at your door who claims to be working for us, ask them to remain outside and call your nearest information & advice team on the numbers above - we will be able to either confirm or deny their identity.
Can I provide feedback on the service?
Yes - we're always keen to hear your experience of our service and always looking for ways to improve what we do. Whether you'd like to make a compliment or a suggestion, please contact us. You can do this in writing to Age UK Staffordshire, The Roller Mill, Teddesley Road, Penkridge, Stafford, ST19 5BD, via email: firstname.lastname@example.org or call 01785 788499.
If you're unhappy with our service and wish to make a complaint, please write to our Chief Executive, Age UK Staffordshire, FREEPOST RSBL-BGEY-KLRZ, The Roller Mill, Teddesley Road, Penkridge, Stafford, ST19 5BD. Alternatively please email: email@example.com or call 01785 788499. You can request a copy of the full complaints procedure from our team.
We're proud to offer quality advice
- We hold the Advice Quality Standard, which provides you with assurance that we have met certain criteria that demonstrate a commitment to quality.
- We provide consistent, relevant and effective advice to clients and demonstrate this by providing sufficient information in our client records.
- We have clear and relevant systems and procedures in place to manage the delivery of consistent, good quality information and advice.
- We monitor our services and seek feedback from clients and stakeholders.