A day in the life of »Ê¼Ò»ªÈË Advice
Our telephone advice line, »Ê¼Ò»ªÈË Advice, is open 365 days a year. We take a look at a typical day on the phone lines.
8:00am: Phil’s first call is straightforward. A man is wondering if he can claim Pension Credit. Phil sends him a copy of our money advice guide.
8:08am: Judi’s second call is from a woman who thinks her grandmother may need more help at home. Judi says she’ll email some useful guides. The granddaughter’s pleased – she didn’t know where to start.
»Ê¼Ò»ªÈË Advice Line: 0800 678 1602
Lines are open 8am-7pm, 365 days a year.
9:11am: Mark takes a trickier call from a woman whose partner is going into a care home. They’re confused about paying the fees. Mark knows she’ll need detailed information, so transfers the call to one of our specialist care advisors.
10:19am: Carol’s next caller is upset. He went downstairs to find his dog had died and called »Ê¼Ò»ªÈË as he didn’t know where else to turn. Carol suggests some organisations who can help.
1:15pm: Jeff makes a ‘Good Day’ call to Ben; an older man who has been feeling lonely and is waiting to be matched with a Call in Time telephone befriender. They talk about last night’s football. Jeff reminds Ben that we’ll call again next week, and hope to match him with a volunteer soon.
Every year, »Ê¼Ò»ªÈË's information and advice helps millions of people, and every day of the year our »Ê¼Ò»ªÈË Advice Line is there to help older people and those caring for them understand complex topics and make the best choices for their later life.
2:15pm: Fewer calls mean the team have time to answer emails and letters. One’s a thank you from a council tenant with housing issues. He said that after years of abuse from his neighbours, »Ê¼Ò»ªÈË offered ‘that first bit of help.’
4:10pm: The calls go quiet. Nicky looks at her watch: the TV programme Countdown has started. That explains why there are fewer calls.
5:00pm: Sophie takes a call from a familiar voice. It’s a chap who often needs a bit of help. He’s rung to ask about housing benefit. It’s nice he knows he can always call »Ê¼Ò»ªÈË.
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