Client appointment policy
This page outlines our policy for client appointments.
Policy last updated: September 2026
How to book an appointment
Before we can book an appointment we need to speak to you to understand your problem and what help you need. Many issues can be resolved during this first contact without needing an appointment.
The first step is to visit our Get Advice page, where you can explore other resources that may help you more quickly:
Get adviceWhat to do if you are running late
If you know you will be late, please contact us as soon as possible:
| Contact | Details |
|---|---|
| ✉️ Email | help@caeastleigh.org |
| 📞 Phone | 02380 642699 |
1–10 minutes late:
We will do our best to keep your appointment.
10–15 minutes late:
Your adviser may not be able to see you if your slot has been given to someone else. This depends on how busy the service is.
15+ minutes late:
We will assume you cannot attend. You will need to return another day.
What to do if you need to reschedule or miss an appointment
We understand that emergencies happen. If you need to change your appointment, please contact us as soon as possible so we can offer the slot to someone else.
First missed appointment
Let us know what happened and we will try to reschedule you. Please be aware that our waiting list can be several weeks long.
If you do not contact us, we will assume you no longer need our help.
Second missed appointment
If you miss a second appointment without a critical reason, we cannot offer another booked appointment. You can use our walk-in service or seek advice from another organisation.
Repeated cancellations
Repeatedly missing appointments or not following adviser guidance may result in your access to our service being suspended. This is a last resort, and we will always notify you in writing first.
What happens if we need to reschedule
Sometimes our volunteers are unwell or have emergencies too. If we need to change your appointment, we will do the following:
| What we will do | Details |
|---|---|
| 📞 Call you | We will try to phone you first. |
| 📩 Leave a voicemail | If you miss our call, we will ask you to contact us. |
| 📅 Find another appointment | We will look for the next available slot or offer an alternative if your issue is urgent. |
We understand that your problem may be urgent, and we apologise for any inconvenience caused by having to reschedule your appointment.
How to ask for extra help
If you need support to access our service, please let your adviser know. Examples of help you might request include:
- An appointment at a specific time
- An interpreter
- Information or letters in large print
How to give us your feedback
Your feedback helps us improve our service. Whether you've had a positive or negative experience we'd like to hear from you.
You can either speak to a member of our team, or contact us via the link below:
Give feedback