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Our Customer Service opening hours are 8.45am - 4.45pm, Monday to Friday. The Payment Centre hours are 9am - 4.15pm, with only credit/debit card payments (not cash) between 1pm and 2pm. 

Live chat: If you cannot find what you're looking for, or need help completing an online form, our Customer Service Officers are available on live chat between 9.00am - 4.45pm Monday to Friday. Live chat 

Money advice and rights team

Welfare Rights

The Welfare Rights Team offer free impartial advice and assistance with all aspects of welfare benefits.

There are ongoing changes to the welfare benefit system. This leaves people feeling vulnerable and seeing their benefits reduced or stopped completely.

If you are unhappy with a decision made by the Department for Work and Pensions (DWP), Her Majesty's Revenue and Customs (HMRC) or East Renfrewshire Council (for housing benefit, council tax reduction or the social welfare fund) we can help you challenge any decision and represent you at appeal. We can also provide specialist workers who will assist you with all aspects of Welfare Benefits, from making the initial claim to appeal representation, for:

  • Families with a child aged 8 years or younger
  • Young people aged 19 or under with additional support needs
  • Anyone with a diagnosis of cancer
  • People requiring a mandatory reconsideration or appeal
  • Anyone affected by a DWP sanction

If you do not fall into one of these groups the council's Income Maximisation Service may still be able to assist you.

Money advice and rights referral form

East Renfrewshire Council's Welfare Rights Team is accredited by the Scottish Government to Level 3 for advice and information in all areas of welfare law and is a member of Rights Advice Scotland.


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