How to access the advice service

If you are threatened with homelessness or have another housing query, we will offer you an appointment for an interview with a caseworker from the Housing Options Team. If you arrive at our offices without an appointment, we cannot guarantee that you will be seen immediately and we may arrange an appointment for another time.

If you have been evicted, please come to the Civic Centre and ask to speak with a Duty Officer, who will make an initial assessment of what help or advice we can offer. The Civic Centre is located at 44 York Street, Twickenham. The Civic Centre is wheelchair accessible.

Opening hours

Monday to Friday 10.00am to 4.00pm except Wednesday 1.00pm to 4.00pm

If you want to see the Duty Officer please come early in the day, as you will be seen on a first come first serve basis and you may have to wait if the Duty Officer is busy.

If you become homeless outside office hours

Should you become homeless after 4pm on a week day, or on Saturday, Sunday or a Public Holiday, and you have nowhere else to stay for that night, please telephone our out-of-hours service on 0845 600 7413.

This service operates after 6pm on weekdays and 24 hours over weekends or public holidays. They will make an initial assessment of your application.

If you are placed into our emergency accommodation, it will be for one night only. You should come to the Civic Centre on the next working day at 9am to see the Duty Officer to discuss what will happen next. We may continue to provide accommodation for you or offer appropriate housing advice.