The CAIA provides free, confidential and independent information and advice. It is available five days a week from 9.00am-4.30pm, face-to-face or by phone (020 8992 4621). Alternatively, you can email us or make an enquiry via our contact form and we will endeavour to answer your query at the next available opportunity.
We are currently running the following additional advice sessions:
Please call beforehand to book an appointment.┬áCAIA members will be given┬ápriority appointments.
Main Areas of Advice Provided
- Immigration Issues & National Asylum Support Services
- Welfare Benefits
- Access to Health & Care Services
Additional Support We Provide
- Providing letters of support
- Making referrals
- Making phone calls sending faxes or emails
- Interpreting and translating vital personal information
- Helping people to gain access to solicitors, Law Centres and Housing Associations
Our advisory services have received the following independent seals of approval:
- Advice UK Member
- Advice Quality Standard
- Office of the Immigration Services Commissioner Approved
Find out more about our awards and quality marks.
Advisory Services Procedures and Rules
- The advice and information section of the CAIA operates on a strict appointment system. It is also good practise to inform the office of any delay or cancellation of an appointment. For advice on Housing with Casework, Welfare Benefits with Casework, Immigration Casework Level 1 , users are advised to book their appointment in advance by phone in order to avoid disappointment. It will be up to CAIA’s discretion to allow a third party such as a friend, relative or a neighbour to book an appointment on behalf of someone else.
- All clients are responsible for producing any relevant documents such as passports, birth/marriage certificates, tenancy agreements, and correspondence to back up their case/query. Failure to produce such documentation and evidence could delay our ability to help. You have the right to access your Case File at any time by prior arrangement.
- Clients are responsible for notifying the CAIA of any changes in their personal circumstances, such as address/telephone number or any related matter to their original query.
- The CAIA Advice Worker is only able to assist and advice clients within the framework of the law. All clients are required to cooperate and answer any questions asked by the CAIA’s Advice Worker in order for an accurate assessment and diagnoses of their problem/s. The Advice Worker will discuss options and course of action with the client and will make recommendations on the best way to progress the case. However, the final decision on the options or course of action rests with the client. Should a client not wish to follow one of the recommended courses of action, the CAIA reserves the right to refuse to take on the case, to refuse to give further advice, or may withdraw the service.
- Under no circumstances a third party is allowed to ask the CAIA to complete an application form, write a letter or act on behalf of an existing CAIA client unless the third party (a friend, relative or neighbour) has been given written authority to liaise with the CAIA with a satisfactory reason as to why the client cannot communicate or instruct directly to the Advice Worker. In addition, it will be up to CAIA’s discretion to provide advice to a third party in relation to the situation of a friend, relative or neighbour prior to taking up a new case.
- Where the CAIA refers a client with language needs to another relevant body or agency, the CAIA will inform the other agency and, where appropriate, will make arrangements to accompany the client to the new agency.
- The CAIA reserves the right to refuse to assist any client who abuses the charitable aims of the organisation and/or brings the CAIA or an Advice Worker/or any member of staff into disrepute. This includes any form of deception by the client.
- The CAIA reserves the right to refuse follow up work, which will endanger/threaten the safety of staff or members. This includes the use of abusive language.
- At no time should you offer any payment to CAIA staff in the mistaken belief that this will obtain a better or faster service. You can show your appreciation and support to the CAIA by becoming a member and/or write a letter of thanks.
- In order to comply with the approved standards of Advice Quality Standard (AQS) and OISC, they might audit your file. If you have any objections to this please inform the Advise Worker.
See Armenian Version of Advisory Procedures┬áhere.
Please read the Complaints Procedure we have developed as part of our commitment to listen to users of our services. The CAIA aims to deliver quality services as far as its resources allow. Any failure on our part to achieve this could be a reason for complaint
If you have any urgent concerns or complaint, please write to the Chief Executive Officer outlining all the basic facts of the problem together with dates, names if applicable and other details. We will acknowledge your letter within 10 working days, following which we will conduct a detailed investigation of your complaint. If you are unable to put the complaint in writing, the CEO can help you write down the details of the complaint. Stage 2 will only be considered after you have used and exhausted the procedures involved in Stage 1.
The CAIA hopes that all complaints will be resolved at Stage 1. However, if you are not satisfied with the way in which the problem is dealt with, please write to the Chairman of the CAIA who will arrange for the matter to be investigated by the Management Committee, in order to resolve the problem. Please outline the following in your letter:
- A brief summary of your complaint.
- A telephone number and address where you can be contacted.
We will attempt to respond to your complaint within 10 working days. If a detailed response cannot be given, an acknowledgement will be sent indicating when a full reply can be expected from us.
The Chief Executive Officer,
The Centre for Armenian Information and Advice, 105A Mill Hill Road, Acton LONDON W3 8JF
Tel: 020 8992 4621 E-mail: firstname.lastname@example.org
See the upcoming Advisory Service events.