Kings lynn and West Norfolk
Partner referral portal
Please use our Money Advice Hub partner portal to send us client referrals, book appointments and securely upload relevant documents. We've also added a few of our most popular web apps to get the best all in one place.
portal options
COMPLETING A REFERRAL
READ THE INSTRUCTIONS HERE
1. Complete the online referral form
- Please provide as much information in the referral form as possible*.
- Don't forget to mark the referral as urgent if the client is at threat of harm, bailiffs, removal of goods, committal, disconnection from essential services, or homelessness.
- *When you record more sensitive personal data, you must ensure you have consent from the client to record and share special category data:
> Personal data revealing racial or ethnic origin
> Political opinions
> Religious or philosophical beliefs
> Trade union membership
> Genetic data and biometric data processed for the purpose of uniquely identifying a natural person
> Data concerning health
> Data concerning a natural person’s sex life or sexual orientation - Consider using our booking app if the client is with you but please complete the online form first.
- Please let us know if you'd like feedback on the client referral by adding this in the reason for the referral field. You are also welcome to email us for updates: help@moneyadvicehub.email or telephone 01553 970004.
2. Using our booking app
- Use our booking app when the client is with you if they agree. You'll secure the next available telephone advice appointment and avoid any communication delays.
- You should only use the booking app if the client does not need a face to face/home visit or outreach appointment. This is because we need to plan private meeting space, the logistics of travel and perform safeguarding checks for our staff. Most 1st appointments are very successful over the phone.
- If the client needs a sooner appointment than available through the app, please use the orange contact icon on this page to drop us a note and we'll try to accommodate the request.
- You'll find the booking app underneath the referral form on this page.
- If any of the systems on this referral portal don't work, you can always email us: help@moneyadvicehub.email and put URGENT in the email subject line if the referral is urgent. This will ensure your email is marked as priority by our AI.
3. Advise the client what happens next
- When the referral is received, we'll attempt to contact the client to confirm an appointment unless our booking app has been used by you.
- Provided we can leave messages, we leave our contacts for the client to contact us back when we can't reach them. If we do reach the client, we book them in and send a confirmation message with our welcome pack.
- We only chase clients on 2 separate (not consecutive) days but may try different times of the day within those 2 days. We close the referral 7 days after the final attempt. We do not bar anyone from returning to us when they are ready to engage. We appreciate that it can take time to pluck up courage, we want to be part of the client's solution, not part of their problems.
- You can help us get the most out of the 1st appointment by reinforcing how important it is for the client to have their financial information available at the appointment.
- At the 1st budget assessment appointment, we'll complete a draft budget with the client and a benefit check as long as we have enough information. We'll also issue an food/energy voucher if the client requires immediate help.
- Once the 1st appointment is completed, the client will be offered a 2nd appointment to review their options and confirm an advice action plan and next steps.
4. Our regulation
- Most of our enquiries require verification documents form clients to progress an advice action plan under our regulation and as an eligibility criteria set for hardship applications. Delays in producing these documents result in unnecessary holds ups, we appreciate your support in encouraging this part of our process.
- Additionally, certain 3rd parties such as local authorities and grant making organisations sometimes insist on PDF document formats.
- We offer WhatsApp, email, a secure upload portal and post to receive these documents. You can find our secure document upload portal further down this page.
- If you are a creditor as well as a referrer, it's helpful to us to send any information to assist the client, such as a rent statement.
Thank you for identifying the referral!
