Customer Service Centres

We have 2 Customer Services Centres. These centres offer a walk-in advice service during their opening hours.

We also run a weekly advice surgery at Druids Heath Library. These are on Thursdays from 9am, on a first come first served basis.

What can we advise you on

Our advice service is available for queries about:

  • welfare benefit
  • Council Tax
  • rent
  • other housing queries

If you are experiencing severe financial hardship, we may be able to support you with your cost of living concerns. You can also visit our cost of living support pages.

What to bring with you

If you want to use our walk-in advice service, bring any relevant letters or paperwork with you.

We aim to resolve routine queries within a few minutes.

If your query is complex, you may need an appointment

If your query cannot be resolved within a few minutes, we may need to book an appointment for you.

When could you get an appointment?

This will depend on the nature of your query and its urgency.

It may be later the same day where possible, however, there can often be a wait of up to 2 weeks for an appointment with a trained advisor.

Telephone advice service: 0121 216 3030

If you will struggle to access our Customer Services Centres a telephone advice service is available.

Phone the council’s contact centre on 0121 216 3030.

Many straightforward enquiries can be handled by a contact centre advisor within a few minutes.

What If the contact centre can't answer your query?

You may be referred to the specialist Neighbourhood Advice and Information Service (NAIS). NAIS will aim to call you back within 2 working days.

If you have a specific need

If you are homeless or at risk of becoming homeless, phone 0121 303 7410 or complete the ‘Housing Assessment’ form. Read more about our homelessness services.

If you have borrowed from a loan shark or are worried about someone else, the Illegal Money Lending Team can help and keep you safe. They will provide you with emotional and practical support that is tailored to your needs.

For further information see the Illegal Money Lending dedicated page.

Page last updated: 3 February 2023

rating button