Lewisham Council has moved one step closer to launching a new borough-wide advice service that will support residents facing a range of issues including housing insecurity and debt. The council is aiming to launch the new expanded service, similar to Citizens Advice, from April 2027 and will help residents who are struggling to access the benefits system as well as offering advice on immigration and other issues relating to the cost of living. It is set to be run by an external provider or providers but funded by the council.
Residents will be able to access the service by telephone as well as at in-person venues such as libraries, community centres and food banks. The Mayor of Lewisham, Liam Shrivastava, and his Cabinet agreed to move forward with a council report outlining the proposals and funding arrangements during a meeting on July 1.
Background and Need for the Service
Existing borough-wide advice services are funded through the council's Main Grants programme; however, it was agreed in 2025 by the previous Labour administration that advice services should be commissioned separately. During the meeting, Councillor Hau-Yu Tam, Cabinet Member for Communities, Sanctuary and Healing, said demand for these services has risen in recent years due to the cost of living crisis and austerity hitting Lewisham households hard.
Cllr Tam stated: "It's seeking to build on what already works well while strengthening the service for the future. And the facets of it include retaining the high volume telephone advice line, while also improving digital access, expanding targeted outreach and increasing the focus on early intervention and prevention." She added: "It will also enable closer integration with the council's wider support offer, including referral pathways linked to the crisis resilience fund and Lightning Reach, which is a one-stop shop for processing referrals."
The council plans to expand community outreach to target "anyone who might face barriers in accessing support." The council will also help smaller community organisations intervene and offer help to prevent a crisis.
How the New Service Will Operate
Once the procurement process is completed, the council aims to appoint a successful provider, which could either be a single organisation or a partnership of organisations with a lead partner. Cllr Tam explained that council officers have already carried out engagement and planning work, including discussions with advice providers, service analysis, and oversight through the Cost of Living Board.
The existing information service is provided by a partnership of local voluntary groups funded by Lewisham Council. A team of qualified staff and certified volunteers run a freephone advice line on 0800 2315453. They will try to resolve people's issues with them or signpost them to others. While the exact details of the new service are yet to be determined, it is expected the new-look advice service will operate in a similar way but with more opportunities to get help to people who need it, including in person via libraries and food banks. Currently the service only does face-to-face advice by appointment.
Cost and Funding
The proposed contract has a maximum annual value of £950,000, consisting of an existing £600,000 budget and an additional £350,000 agreed through the Cost of Living Programme Board. The contract will run initially for two years from April 2027, with an option to extend for another three years, subject to performance and future funding availability.
Mayor Shrivastava commented: "I think it's good to be going towards this commissioning model, and obviously tapping into things like the Crisis Resilience Fund when so many residents are struggling. A big part of this work is about, as well as providing advice, it's also about ensuring things like income maximisation, ensuring that our residents are getting all of the benefits and different things that they're entitled to, so it's really important that we have a strong, robust service."
Towards the end of the discussion, Mayor Shrivastava and Cabinet Members proceeded to agree the recommendations set out in the report, meaning the new expanded advice service is well on the way to becoming a reality from next year.
