Where to get advice in Newcastle

January 2016

" Benefits advice

" Debt advice

" Money support



There are four sections. Citywide advice services that deal with enquiries regardless of where you live in Newcastle, and services in Central, East and West Newcastle that may only deal with enquiries from that area.


This is a list of organisations providing independent and free and non commercial welfare rights, benefit and money advice in Newcastle. Offices are also included for Moneywise Credit Union.

The advice organisations offer initial advice plus a full range of follow-up help, such as writing letters and so on. Some represent at appeal tribunals. They advise on social security benefits, tax credits, debt and related issues. Some centres may offer advice on other problems, for example, housing. Please check the individual entry. For advice on other problems, you can search this website: www.gov.uk/find-a-legal-adviser

Please note that there is no such advice service at Newcastle Civic Centre.

This booklet has been produced by the Active Inclusion Newcastle Unit. The Active Inclusion Newcastle Unit is part of Newcastle City Council’s Active Inclusion Service, which helps residents to secure the foundations for stability – somewhere to live, an income, financial inclusion and employment opportunities. If you need extra copies please email us at: activeinclusion@newcastle.gov.uk .

We cannot guarantee the quality of service provided by the organisations in this booklet. The information is as accurate as possible at the time of writing.

The latest version is on the website: www.newcastle.gov.uk/welfarerights

Other help:

Food banks in Newcastle

Get a list of food banks from Newcastle Council for Voluntary Services


Phone: 0191 232 7445

Email: ncvs@cvsnewcastle.org.uk

Citywide advice services

Age UK Newcastle

Age UK Newcastle

Hadrian House

Higham Place

Newcastle NE1 8AF

Drop in sessions and phone advice:

Monday - Friday 9.00 am - 4.30 pm

Phone: 0191 232 6488 (phone enquiry line)

Fax: 0191 235 9933

E-mail: enquiries@ageuknewcastle.org.uk

Website: www.ageuk.org.uk/Newcastle

Information and advice service for people aged 50 and over, their carers, friends and family.

Citizens Advice

Main office

St Cuthbert’s Chambers

35 Nelson Street

Newcastle NE1 5AN

Phone: 0344 245 1288

Fax: 0191 232 0461

Email: citycab@newcastlecab.org.uk

Website: www.newcastlecab.org.uk

Drop in sessions:No appointment needed.

Monday - Wednesday 10.00 am - 3.00 pm

Thursday 10.00 am - 6.00 pm

Friday 10.00 am – 1.00 pm

Phone advice:Monday - Friday 10.00 am – 4.00 pm

Newcastle Citizens Advice provides advice on a full range of subjects including benefits, tax credits, money management and debt, including appeal tribunal assistance. Additional services are also provided to specific groups including lone parents and members of the armed forces and their families.

Details of outreach sessions can be found in the local advice services section.

Leukaemia Service (Citizens Advice)

Gateshead Citizens Advice

Davidson Building

Swan Street

Gateshead NE8 1GB

Phone: 0191 478 5100

Email: leukaemiaservice@gatesheadcab.org.uk

Drop in sessions:

Phone advice:Monday - Friday 9.00 am - 5.00 pm

Free advice and assistance for anyone affected by leukaemia, lymphoma or any malignant blood disorder including patients, carers and family. Help includes benefits advice, grant applications, financial issues, housing and employment. Advice is provided by telephone and appointment as well as home and hospital visits. This service is funded by the Kay Kendall Leukaemia Fund.

Debt and money advice services

For help with money problems like mortgage or rent arrears, or bills you can’t pay.

Citizens Advice

Phone advice: 0191 261 8522

Monday - Friday 1.00 pm - 3.30 pm

Drop in sessions:No appointment needed.

Monday - Wednesday 10.00 am - 3.00 pm

Thursday 10.00 am - 6.00 pm

Friday 10.00 am – 1.00 pm

Phone advice:Monday - Friday 10.00 am – 4.00 pm

A full debt advice service is provided. See also outreach sessions in the local advice services section.

National debt advice services

National Debtline: Phone 0808 808 4000

DAWN: Phone 0300 333 3445

Payplan: Phone 0800 716 239

StepChange: Phone 0800 138 1111

Money Matters Advice Line

Newcastle City Council Money Matters team.

Phone: 0191 277 1050

9.30 am - 11.30 am and 1.00 pm - 3.30 pm (except Wednesday morning)

How to report a loan shark

People can report a loan shark in the following ways:

Website: www.direct.gov.uk/stoploansharks

Email: reportloanshark@stoploansharks.gov.uk

Text: 60003 with LOAN SHARK and the lender’s details

Phone: 0300 555 2222 (confidential, 24 hour helpline)

Loan sharks can also be reported to Newcastle City Council’s Trading Standards Team. They work closely with the National Illegal Money Lending Team to investigate suspected loan shark activity.

E-mail: tradingstandards@newcastle.gov.uk

Disability North

The Dene Centre

Castle Farm Road

Newcastle NE3 1PH

Phone: 0191 284 0480

Fax: 0191 213 0910

Text: 018001 0191 2840480

E-mail: serviceteam@disabilitynorth.org.uk

Website: www.disabilitynorth.org.uk

Opening times: Monday - Friday 9.00 am - 5.00 pm

For in-depth information and advice on all aspects of disability for disabled people, their families and carers. Disability related benefit advice can include help with appeals and representation at tribunals. The Dene Centre is fully accessible.

Home Group


Home Group has a free and confidential Welfare Advice Service to help Home Group customers with any housing, benefit, money, debt or welfare concern they may have. This service is available to Home Group tenants living in Newcastle area. The service has been established to help support Home Group customers to sustain their tenancy and maximise their income where possible.

If you are a Home Group tenant and need help or advice, please contact Tania Rivas on 07552277931 or email Tania.Rivas@homegroup.org.uk. Alternatively customers can speak to their local Customer Service Partner and asked to be referred.

Isos Housing

Phone: 0300 300 1505

Email: benefitsandmoney@isoshousing.co.uk

Residents of Isos Housing can get specialist advice on welfare benefits, debt, home energy and finding work or training. Whether one off advice or the help of a dedicated caseworker is needed, Isos’s dedicated team of expert advisers can help.

Newcastle/Gateshead TUC Centre Against


1 Mosely Street

Newcastle NE1 1YE

Phone: 0191 2333961

E-mail: kevinflynn49@btinternet.com

Drop in sessions:

Phone advice:Monday - Friday 10.00 am - 4.30 pm (No appointment needed)

The Centre provides advice on a wide range of subjects including welfare rights, employment and industrial benefits and has a redundancy counselling service.

Newcastle Law Centre

Newcastle Law Centre

MEA House, Ellison Place

Newcastle NE1 8XS

Phone: 0191 230 4777

Fax: 0191 233 0295

Minicom: 0191 230 4777

E-mail: reception@newcastlelawcentre.co.uk

Appointments only: please call to make an appointment

The Law Centre offers specialist legal advice on welfare benefits to families appealing Disability Living Allowance (DLA) decisions via volunteer lawyers.

Please call to check for availability.

They also offer family, immigration, asylum, discrimination and education advice subject to funding restrictions.

Free training can be provided to community organisations and advice agencies. Second tier advice is also provided to other voluntary and statutory agencies.

Newcastle University Students Union

Level 0

Newcastle University Students Union

Student Advice Centre

Kings Walk

Newcastle University

Newcastle NE1 8QB

Phone: 0191 239 3979

Fax: 0191 239 3986

E-mail: student-advice-centre@ncl.ac.uk

Website: www.nusu.co.uk/sac

Appointments can be made via email

Advice and information for all current and prospective students of Newcastle University. Includes help on benefits, student funding and housing advice, including contract reviews.

Newcastle Welfare Rights Service

Benefit advice

Newcastle Welfare Rights Service provides free advice, information, casework and representation on benefits and tax credits. They have offices in Byker and Westgate Community College and provide specialist services for various groups. They can give telephone advice but will only provide a direct service to people:

" who are aged 65 and over;

" with severe and enduring mental health problems;

" who have a learning disability;

" who have a social care package;

" children with disabilities and their carer;

" care leavers;

" carers;

" with a critical illness;

" with a registered sensory impairment; and

" who have been offered a job and require a ‘better off calculation’.

Public advice line

Phone: 0191 277 2627 Monday - Friday 9.30 am - 12.00 noon

Professionals only line: consultancy and to refer people to the service.

Phone: 0191 277 2633 Monday - Friday 10.00 am - 12.00 noon

Website: www.newcastle.gov.uk/welfarerights

North of England Refugee Service

1 Charlotte Square (rear)

Newcastle NE1 4XF

Phone: 0191 245 7301

Fax: 0191 222 0985

Email: sb@refugee.org.uk

Website: www.refugee.org.uk

(Sunderland office - 0191 510 8685 Monday, Tuesday and Thursday)

(Middlesbrough office - 01642 217 447 Monday - Friday)

Appointments only:Monday - Friday 9.30 am - 1.30 pm

The service provides information, confidential advice and support on matters relating to asylum seekers and refugees, for example, asylum support, welfare benefits, housing, health, education needs, employment skills, immigration and assisted voluntary return. Phone advice or home visit can be arranged.

Northumbria University (Student Law Office)

Phone: 0191 2273909

Fax: 0191 2273198

Email: la.studentlawoffice@northumbria.ac.uk

Website: www.studentlawoffice.co.uk

Contact is only by phone or email.

The Student Law Office at Northumbria University School of Law offers a free, independent and confidential legal advice service to the public by supervised law students from advice to representation at tribunals and court hearings, in relation to employment, housing, welfare benefits, commercial and business, consumer, crime, Criminal Injuries Compensation Authority, family and general civil.

They do not charge for advice and assistance, but any expenses such as court fees are paid by the client. They cannot guarantee assistance on every enquiry.

New enquires taken only from September to April.

Northumbria University

Welfare, Immigration and Funding Team

Support Service

Student Support and Wellbeing

University of Northumbria

Northumbria Building

Newcastle NE1 8ST

Phone: 0191 227 4127

Fax: 0191 227 4553

E-mail: sv.welfareandInternational@northumbria.ac.uk

Website: www.northumbria.ac.uk

Drop in sessions:No appointment needed.

Monday, Tuesday, Thursday and Friday 10.00 am - 4.00 pm

Wednesday 1.00 pm - 4.00 pm

Coach Lane Campus

East Campus Library

Friday: bookable appointments

10.00 am - 1.00 pm

2.00 pm - 4.00 pm

Advice and information for all full and part time current and prospective students of Northumbria University. Includes help on benefits, student funding, student visa renewal (current / prospective students only), police registration (current students only).

Shelter North East

Shelter North East provides specialist face to face and telephone advice on housing, dealing with a range of issues including homelessness, evictions, repossessions and rent arrears, housing benefit, deposit disputes and disrepair. They have an in-house solicitor team who provide specialist legal advice to eligible clients and a debt adviser focused on fuel poverty, who can also assist with trust fund applications.

Shelter’s national free housing advice helpline: 0808 800 4444. Calls are free from UK landlines and main mobile networks.

Open: Monday to Friday 8.00 am - 8.00 pm and Saturday and Sunday 8.00 am - 5.00 pm (including bank holidays)

1-2 Blackfriars Court

Dispensary Lane

Newcastle NE1 4XB

Phone: 0344 515 1601

Fax: 0344 515 2914

Email: shelternortheast@shelter.org.uk


Opening times:Monday - Friday 9.00 am - 5.30 pm


Skint ? Advice4Life is a welfare rights, benefits support, debt advice and money management and employability drop-in.

TUC Asbestos Support and Campaign Group

West View Advice and Resources Centre

The Community Centre

Miers Avenue


TS24 9JQ

Mobile: 0749 567 6174 Maggie Bailey- Macmillan Welfare Rights Officer

Phone: 01429 271275

Advice for people who have cancer caused by an industrial disease such as Mesothelioma or any other asbestos related disease.

Turn2us – national help

Turn2us helps people gain access to welfare benefits, charitable grants and other financial help: The Turn2us website - www.turn2us.org.uk has a free and easy to use benefits calculator and a grants search database containing details of over 3,000 charitable funds.

For individuals who are not able to access the website, the Turn2us Freephone helpline is open Monday to Friday - 9.00 am to 8.00 pm on 0808 802 2000.

Unit 3 Blackfriars Court

Dispensary Lane

Newcastle upon Tyne


Phone: 0191 230 5533

Email: mandy@streetwisenorth.org.uk

Website : www.streetwisenorth.org.uk

Drop in sessions:Monday 2.00 pm – 5.00 pm

Thursday 12.00 pm -4.00pm

Friday 2.00 pm - 5.00 pm

Warm Zone

Warm Zone provides benefits advice and claim support to Newcastle residents. Home visits are also available.

Newcastle Warm Zone

Saville Exchange

Howard Street

North Shields NE30 1SE

Phone: 0800 019 9969 or 0191 605 3279

Email: enquiries@warmzones.org.uk

Phone advice only:Monday - Thursday 9.00 am - 5.00 pm

Friday 9.00 am - 4.30 pm

Your Homes Newcastle Advice and Support Workers (ASWs) ASW Outreach Team

The ASW outreach team will work with current Council housing tenants to help them manage a tenancy. This can include benefits and debt support. There is an Advice and Support Worker based in every housing office.

Phone: 0191 277 1144

Website: www.yhn.org.uk

ASW Pathways Team

Phone: 0191 277 1144

Fax: 0191 277 1130

Phone advice:Monday - Friday 8.30 am - 4.30 pm

Pathways is a housing related support service which aims to give vulnerable people ‘pathways’ into independent living and prevent homelessness.

ASW Refugee Move On Service

Phone: 0191 277 1144

Fax: 0191 277 1130

Phone advice:Monday - Friday 8.30 am - 4.30 pm

The Refugee Move On Team works with people who have just been granted leave to stay in the UK and have to leave their asylum accommodation. Their help includes applying for benefits.

ASW Pre Tenancy Team

Phone: 0191 277 1144

Fax: 0191 277 1130

Phone advice:Monday - Friday 8.30 am - 4.30 pm

The Pre Tenancy Team will work with prospective tenants to help them access and set up a tenancy.

Local advice services

Central Newcastle

Moneywise Credit Union

Newcastle Civic Centre

Room 31

Barras Bridge

Newcastle NE1 8PP

Phone: 0191 276 7963

Fax: 0191 276 7957

Email: admin@moneywise.org.uk

Website: www.moneywise.org.uk

Moneywise Credit Union

Citizens Advice Centre

St Cuthbert’s Chambers

35 Nelson Street

Newcastle NE1 5AN

Phone: 0191 276 7963

Fax: 0191 276 7957

Email: admin@moneywise.org.uk

Website: www.moneywise.org.uk

Drop-in:Monday, Tuesday and Thursday 10.00 am - 12.15 pm and12.45 pm - 4.30 pm

Friday 10.00 am - 12.15 pm

Drop-in:Friday 2.00 pm - 4.00 pm

Appointments:Friday 3.00 pm - 4.00 pm

East Newcastle

Byker Community Trust

Byker Community Trust Offices

23 Raby Cross

Newcastle NE6 2FF

Phone: 0191 290 3910

Appointment only:

Welfare benefits and money advice for people living within Byker. Advice and support is also available for Byker Trust residents who are seeking employment.

Citizens Advice

Outreach sessions:

Walker Centre

Church Walk


Newcastle NE6 3BS

Phone: 0344 245 1288

Debt line: 0191 261 8522

Drop in session:Tuesdays 10.00 am - 1.00 pm

Caring Hands Charity – welfare benefits advice

34 Wretham Place


Newcastle NE2 1XU

Phone: 0191 261 5234

Fax: 0191 261 5251

Email: contact@caringhandscharity.org.uk

Website: www.caringhandscharity.org.uk

Drop in sessions:Tuesday 10.00 am - 12.30 pm

Appointments only:Wednesday 10.00 am – 3.00 pm

Advice and support on benefits primarily for elderly and disabled people within the Ouseburn and South Heaton wards. This includes Shieldfield, Battlefield, and Jesmond Vale. Home visits are available by arrangement.

General advice is offered to Newcastle residents citywide if the matter concerns vulnerable older people and the issues relating to their needs.

Moneywise Credit Union

187 – 189 Shields Road


Newcastle NE6 1DP

Phone: 0191 276 7963

Fax: 0191 276 7957

Email: admin@moneywise.org.uk

Website: www.moneywise.org.uk

Drop in sessions:Monday - Friday 10.00 am - 4.30 pm

Moneywise Credit Union is owned and managed by the members who use it. It offers an easy way to save, access low cost loans and a range of other benefits. Moneywise have offices across the city. See local advice services section.

Moneywise Credit Union

St Anthony of Padua Church

Welbeck Road

Newcastle NE6 3BT

Phone: 0191 276 7963

Fax: 0191 276 7957

Email: admin@moneywise.org.uk

Website: www.moneywise.org.uk

Drop in session: Friday 9.30 am - 12.00 noon

West Newcastle

Newcastle Welfare Rights Service

For residents of Benwell only:

Millin Centre

160 – 164 Ellesmere Road


Newcastle NE4 8PR

Phone: 0191 272 5115

Drop in session:Tuesday 10.00 am - 12.00 noon

For Blakelaw, Fenham, Kenton, Westgate and Wingrove residents only:

Fenham Hall Library

Fenham Hall Drive

Drop in session:Tuesday 10.00 am - 12.30 pm

Kenton Centre

Hillsview Avenue

Drop in session:Thursday 9.30 am 12.00 pm

Rye Hill Centre

Colby Court, Elswick

Drop in session:Friday 9.30 am - 12 noon

Nunsmoor Centre

Studley Terrace

Drop in session:Wednesday 9.30 am 12 noon

For refugees living in the West of Newcastle:

West End Refugee Service

St Philips Vicarage

St Philips Close

Newcastle NE4 5JE

Phone: 0191 273 7482

Email: info@wers.org.uk

Email: volunteers@wers.org.uk

(Volunteering enquires)

Website: www.wers.org.uk

Welfare Rights drop in sessions:Monday 2.00 pm - 4.00 pm

Citizens Advice Outreach sessions:

Kenton Centre

Hillsview Avenue


Newcastle NE3 3QJ

Phone: 0344 245 1288

Debt line: 0191 261 8522

Drop in session:Tuesday 10.00 am - 1.00 pm

Outer West Customer Centre

Denton Park Shopping Centre

West Denton

Newcastle NE5 2QZ

Phone: 0344 245 1288

Debt line: 0191 261 8522

Drop in session:Thursday 10.00 am - 1.00 pm

Riverside Centre

Atkinson Road


Newcastle NE4 8XS

Phone 0191 226 0754

Debt line: 261 8522

Appointment only:Tuesday 10.00 am - 3.30 pm

Tesco Extra

Community Room

Kingston Park

Newcastle NE3 2FP

Drop in session:3rd Tuesday of every month 2.00 pm - 4.00 pm

West End Customer and Library

Condercum Road


Newcastle NE4 9JH

Phone: 0344 245 1288

Drop in session:Friday 10.00 am - 1.00 pm

Moneywise Credit Union

Riverside Carnegie Building

Atkinson Road

Newcastle NE4 7QB

Phone: 0191 276 7963

Fax: 0191 276 7957

Email: admin@moneywise.org.uk

Website: www.moneywise.org.uk

Drop in session:Friday 10.00 am - 12.00 noon

Moneywise Credit Union

Blakelaw Library

Binswood Avenue


Newcastle NE5 3PN

Phone: 0191 276 7963

Fax: 0191 276 7957

Email: admin@moneywise.org.uk

Website: www.moneywise.org.uk

Drop in session:Tuesday 12.00 noon - 2.00 pm

Search Project

74 Adelaide Terrace


Newcastle NE4 9JN

Phone: 0191 273 7443

Fax: 0191 272 5135

Email: info@searchnewcastle.org.uk

Drop in sessions:Monday - Friday 10.00 am - 1.00 pm

Phone advice:Monday - Friday 9.00 am - 4.00 pm

Advice for people of pension age and their carers, living in the inner west of Newcastle. Home visits are available if you are housebound.

They are also available via email. info@searchnewcastle.org.uk

They assist with benefit claims, consumer, housing, debt and more.

Advice is free, friendly and confidential. Phone the above number to arrange an appointment or home visit.