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E-mail advice request form

***(Please note this form does not work if using City of York Council’s public-access wifi)***

*** Please do not use this form to request a fuel / food voucher or food bank referral – please use the call-back / appointment request form instead. ***

This form allows you to get advice via e-mail. If you wish to speak to someone on the phone instead, or if you are requesting a fuel or food voucher, please request this using our call-back / appointment request form.

This form may ask you a lot of questions about your circumstances. This is to help ensure that we have all the relevant information required to answer your query fully. Please provide as much detail as you can about your query. You will also have the option to upload any relevant documents.

Your information will be stored securely and confidentially in line with our privacy policies. We will not pass your information on to a third party without your explicit consent (other than in rare exceptional circumstances, e.g. where someone is in danger). To find out more about how we handle your information click here.

Please note this form can only be used to seek advice for yourself. You cannot use this form to seek advice on behalf of someone else. If you are seeking advice on behalf of another adult who has mental capacity, please either call us on 0808 278 7895 with them present or direct them to complete this form. We cannot accept 3rd-party referrals using this form – please only complete this form if you are the person needing advice.

We aim to respond to your query within 5 working days. Please note, while our systems are very secure at our end, e-mail in general is not a 100% secure method of communication – if you are concerned that anyone else might have access to your e-mail account, you may prefer to contact us by phone instead.

If other people have access to the device you are using, please be aware of the following measures to help protect your privacy:
  • After you submit the form, your browser (the software you use to surf the internet) may save the completed form until you completely close the tab – so make sure you close the tab completely in order to ‘wipe’ the form, don’t just minimise it.
  • When you complete an online form, some browsers save the answers you enter for certain questions to make it quicker when completing forms in future. If you don’t want other people using your device to access this, either change your browser settings first, or clear your saved form data in your browser settings afterwards. Alternatively, using your browser’s ‘Private Browsing’ function (sometimes called ‘Secret Mode’) usually stops your browser from storing your form data.
  • Browsers usually store details of which web pages you have accessed. If you don’t want other people to know that you have visited our site, clear your browsing history when you are done. Alternatively, using your browser’s ‘Private Browsing’ function (sometimes called ‘Secret Mode’) usually stops your browser from storing your browsing history.
  • If you are not confident using this online form safely, you can call us on 0808 278 7895 (Mon-Thurs, 10am-4pm) instead.
E-mail advice form
This service is available to all City of York Council area residents. If you are street homeless, simply type ‘Homeless’ above. [NB if you are not resident within the York area we may refer you to your local Citizens Advice for contact. Find your local Citizens Advice at www.citizensadvice.org.uk]
This helps us to create & find your file on our secure system.

This service is available to City of York Council area residents only

If you are not resident within the York local authority area, this form may not allow you to continue. You will instead need to contact your local Citizens Advice.

If you live elsewhere in North Yorkshire – contact Citizens Advice North Yorkshire.

If you live in East Riding of Yorkshire – contact Citizens Advice Hull & East Riding.

If you live somewhere else, you can search for your local Citizens Advice using this search tool.

Declaration:
By providing an e-mail address you confirm that you are happy to be contacted on it, for advice purposes only.
Enter again to confirm

Maximum file size: 268.44MB

If it’s a paper letter, you can take a photo of it and upload it here
What benefits do you currently receive? *
Is your ESA:
(This information can usually be found on your ESA award letter)
Does your ESA include the ‘Support Group’ component?
(This information can usually be found on your ESA award letter)
Which components are included in your PIP award?
(This information can usually be found on your PIP award letter)
If your working hours vary from week to week, please indicate this above (e.g. “It varies – between 10-15 hours per week”).
What is your immigration status? *
Do you have any disabilities or long-term health conditions (physical or mental) that affect your ability to work or carry out day-to-day activities?
We need your consent to record any health information.
Are you a (non-paid) carer for at least 35 hours per week for someone that receives a disability benefit?
Are all of the children in full-time education? *
Do any of the children have any disabilities or long-term health conditions (physical or mental) that affect their ability to carry out day-to-day activities and mean that they need more care and supervision than another child of the same age?
What is your partner’s immigration status?
Does your partner have any disabilities or long-term health conditions (physical or mental) that affect their ability to work or carry out day-to-day activities?
Is your partner a (non-paid) carer for at least 35 hours per week for someone that receives a disability benefit?
Please specify whether this is per week, per month, etc.
Please specify whether this is per week, per month, etc.
Please specify whether this is per week, per month, etc.
Do you / your partner have any savings? *
Do you own a property that you do not live in (e.g. holiday home, or a property that you rent out to someone else)? *
List each item of income, specifying what / who it is for, how much it is and how often you get it – for example: “Universal Credit – £270 per month” / “Partner’s wages – £950 per month”
Which of the following household bills are you responsible for paying?
Telling us about your household bills means that we can better advise you about any help that may be available to you with your bills.
This is specified on your Council Tax bill. Alternatively, you can check your Council Tax band online at: www.gov.uk/council-tax-bands
Which (if any) of the following reductions do you currently receive on your Council Tax bill?
(Specify if this is per week, per month, per quarter or per year)
Is you water bill based on:
(Your latest water bill should indicate which)
Is your broadband a broadband-only contract, or part of a package deal (e.g. with TV, phone etc)?
(Specify if this is per week, per month, per quarter or per year)
If any particular deadline applies to your enquiry – e.g. tribunal date or time limit for returning a form – please include this above.

Maximum file size: 268.44MB

If it’s a paper document, you can take a photo and upload it as an image.
Does your query relate to: *
What type of tenancy / contract do you have? *
What type of tenancy / contract did you have at that property? *
This allows us to check our system to ensure that we are not advising the other party (we are required to make sure that we do not have a conflict of interest before we give advice). It also helps us to check if the letting agent is registered with a redress scheme.
If any particular deadline applies to your enquiry – e.g. court date, eviction or time limit for returning a form – please include this above.

Please upload a copy of your tenancy agreement

If your query relates to a tenancy (e.g. ending a tenancy, eviction, rent increase, disrepair, succession, deposit issues, problems with your landlord, or other issues to do with a rented property) then we will usually need to see a copy of your tenancy agreement (the contract you signed with the landlord) in order to best advise.

The tenancy agreement is usually a very important document in housing queries, even if it might not seem like it. We may not be able to advise in much detail without it.

Please use the document upload button below to upload a copy of your tenancy agreement (if it’s on paper, you can take photos of each page) if you can.

Maximum file size: 268.44MB

If it’s a paper document, you can take a photo and upload it as an image.
Does your query relate to: *
What type of employment are you in? *
What type of employment were you in? *
What type of contract do you have? *
What type of contract did you have in this role? *
Are you a member of a Trade Union?
We need your explicit consent to record your Trade Union membership status. *
If any particular deadline applies to your enquiry, please include this above.

Maximum file size: 268.44MB

If it’s a paper document, you can take a photo and upload it as an image.
If you have dual nationality, please specify both nationalities above.
What is your current immigration status in the UK? *
If any particular deadline applies to your enquiry, please include this above.

Maximum file size: 268.44MB

If it’s a paper document, you can take a photo and upload it as an image.
Does your query relate to a product or service that you have already made payment for? *
How did you make payment? *
How did you purchase / agree to purchase the product or service? *
Please give the name of the company or individual selling the product / service, if known
If any particular deadline applies to your enquiry, please include this above.

Maximum file size: 268.44MB

If it’s a paper document, you can take a photo and upload it as an image.

Maximum file size: 268.44MB

If it’s a paper document, you can take a photo and upload it as an image.
Does your query involve a dispute with another individual (e.g. ex-partner, neighbour, landlord / tenant, or someone you are in a legal dispute with)?
This allows us to check our system to ensure that we are not advising the other party (we are required to make sure that we do not have a conflict of interest before we give advice).
If we have a conflict of interest, we may need to refer you to a different local Citizens Advice for advice on your issue.
Alongside our core service, we have some specialist advisers that work with particular groups of people. Please indicate if you are either of the following:
Are there any other legal issues, that you may need formal legal advice about?

We need your consent to record medical information.

Under data protection law, if you have mentioned any medical information – including sickness, pregnancy or disability – we’ll need your explicit consent to record this. You can give consent by ticking the ‘health or disability information’ box below.

If you give us any information relating to your health, ethnicity, sexual orientation or religion, we need your explicit consent to record this:
We will be unable to answer your query without the necessary consents above.
This question is completely optional. It helps us to monitor our client demographic statistics in order to ensure that we are accessible to all members of the community. It may also, if relevant to your query, assist us in giving you relevant advice.
This question is completely optional. It helps us to monitor our client demographic statistics in order to ensure that we are accessible to all members of the community. It may also, if relevant to your query, assist us in giving you relevant advice.
This question is completely optional. It helps us to monitor our client demographic statistics in order to ensure that we are accessible to all members of the community.
Can Citizens Advice / Citizens Advice York contact you to ask for feedback about the service you have received? (optional):
Sometimes we use a trusted research organisation to do this. We’ll decide who we contact for feedback based on the services you used and the advice area. We may also use your Special Category Data so that we hear from different groups.