Drop-In Clinic - Legal Advice Clinic

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Drop-inLegal Advice ClinicDirector’s Manual1st Edition

CONTENTSPreface and acknowledgments4I. INTRODUCTIONWhy run a face-to-face drop-in advice clinic6II. THE CLINIC SERVICELevels of AdviceThe Drop-In Clinic Client PathwayDrop-In Clinic Reception SheetDrop-In Clinic Case RecordStandard Questions BookletClient Referral SheetSpecialist Evening SessionsEvening Appointment Case RecordOutputs in our first year101416171937383941III. STUDENT VOLUNTEERSRecruitment & TrainingProgression & RetentionFeedbackStudent Clinic Volunteer Agreement2-day Initial Training AgendaSample Volunteer RotaEnd of Placement Student Feedback Form44464849505152IV. RESOURCESFunding, Staff, Premises & InsuranceInformation ResourcesPublicitySample letter requesting council directory listingSample press story5557585961V. ADDITIONAL DOCUMENTSConfidentiality policyEquality and diversity policyComplaints Procedure6366702

Quick Benefits ChecklistSolicitor Lists template71723

PREFACE & ACKNOWLEDGMENTSIn October 2011, London South Bank University opened a new Drop-In LegalAdvice Clinic where law student volunteers – working under the supervision ofpractising solicitors – provide free, on-the-spot, face-to-face legal advice to thegeneral public.This manual is based upon our first year of operation. It is primarily aimed atcurrent or prospective Clinic Directors in Higher Education Institutions – that is,people who are running clinical legal education projects or are thinking aboutsetting one up. The main purpose of the manual is to: Provide an alternative model of clinical legal education to the „letters ofadvice‟ model (for which you can also find supporting documentation on theLawWorks website); Explain how to set-up and manage a face-to-face drop-in legal adviceservice within a higher education institution; Provide all the key forms and policies you will need; and Give helpful, practical advice about problems you may face.This manual was part-funded by a Higher Education Academy TeachingDevelopment Grant. We are also especially grateful for the support provided byLawWorks, Southwark Legal Advice Network, staff at College of LawBloomsbury Pro Bono Services and the wider community of clinical legaleducators who have been so generous with advice and feedback. Most of all, weare indebted to our first cohort of Student Clinic Volunteers whose outstandingenthusiasm and commitment were invaluable to the success of our project:Birgit EismannBlake WilnerClaudene HowellClaudia EstephaneDeividas KarzinauskasDiana AllenDominic GilbertGizela AleksandrovaGoldie EvelynHarry StevensIke OzoemeneJoe CaseyJoseph SheadPaul HopkinsSara BidgoliTony DipThe text sections of the Manual are copyright to Dr John Russell, London SouthBank University (2013), and should only be reproduced as the complete Manual,including this notice. The document sections may be separated from the text,amended and reproduced in any way you find useful.

I.INTRODUCTION

WHY RUN A FACE-TO-FACEDROP-IN ADVICE CLINICDifferent institutions across the country are running a whole variety ofinteresting clinical legal education projects that are unique to them.1However, the underlying basis of most university law clinics is the „lettersof advice‟ model as described by LawWorks in its “Sample Law SchoolClinic Manual”.2 In this model, there is no public drop-in service.Potential clients telephone the clinic and speak initially to the CentreAdministrator. The administrator passes brief details onto theSupervising Solicitor who takes a view as to whether the inquiry isappropriate to be handled by the clinic: “Factors taken into accountinclude urgency, complexity and available expertise and whether or notthe case is likely to be of educational benefit to the students.”3 If aninquiry passes this assessment, then an initial appointment will be forthe client in at least one week‟s time. A team of students will beassigned to the matter and begin preliminary legal research based onthe information provided by the client in the initial telephone-call. After aweek of research, the students meet the client for the first time andconduct a “fact-finding” interview where the giving of advice is strictlyprohibited. The client leaves. The students have a post-interviewreview with the supervisor. There is a further reassessment as towhether the inquiry is suitable to be handled by the clinic. If the inquiry isdeemed suitable, the students conduct further legal research and thenover at least the next two weeks draft successive versions of a letter ofadvice for the supervisor to check. When the letter of advice is finallyapproved, it is sent to the client. Advice is only given by writing.The drop-in clinic model works much more like a Citizens AdviceBureaux or Law Centre. The core service is open-door drop-in sessions1LawWorks Student Pro Bono Report 2011 and Lydia Bleasdale-Hill, The Experience of Establishingand Maintaining Pro bono Projects within an Educational Setting: A Narrative (Sept 2011) – both atlawworks.org.uk.2Derived from an original manual authored by the law clinic staff at Sheffield Hallam University in1999; revised by the College of Law in 2006. LawWorks Sample Law Clinic Handbook 2006 http://www.lawworks.org.uk/index.php?cID 163&cType document accessed 25 August 2012.3ibid p7.6

where members of public simply turn up, and are given on-the-spot faceto-face legal advice. Working under supervision, student volunteersinterview and assess clients, research the enquiry while the client waits,and then give information and generalist advice, and/or signpost andrefer to other local advice agencies and solicitors. There is also theoption to refer clients to the Clinic‟s own appointment-based eveningsessions, where volunteer solicitors give face-to-face specialist advice ina number of practice areas. Students shadow the volunteer solicitor, andassist by writing up the attendance note.The main benefits of the drop-in model include that with suitablepremises on the public highway and some local publicity, you are likelyto find yourself inundated with clients. You will develop close workinglinks with your local network of legal advice providers. And according toSchön‟s terminology of „high ground‟ and „swamp‟ that describes thedistinction between the rarefied artificiality of law exam problemquestions and the messy reality of the undigested world,4 students aredropped in the deep end by making them the first point of client contactwithout any prior filtering. They will be presented with people who do notnecessarily have a readily identifiable legal problem and learn to assistclients in translating their concerns into legally recognisable categoriesand provide concise explanations of legal concepts and processes whichwill be entirely new to people. This intensively develops their interviewskills, practical legal knowledge and understanding of client care – inparticular, learning to be non-judgmental and non-discriminatory towardsclients and their problems, and providing the best possible service withinthe time-constraints of a busy drop-in service.The table below compares the two models. Although it is convenient todescribe them in opposition, there is clearly a lot of scope for picking andmixing elements of both models – for example, it would be easy to usethe drop-in core service as your filter through which you can refer on toany number of satellite clinical projects (which could include „letters of4Brayne, Duncan and Grimes, Clinical Legal Education: Active Learning in Your Law School(Blackstone, 1998) pp35-36.7

advice‟ in particular practice areas where you have the availableexpertise).Letters of advice modelDrop-in modelEnquiries are filtered for suitabilityNo filtering whatsoeverand educational benefitClinics can struggle to find suitableThere is generallyclients5no shortage of clientsAdvice in writing onlyFace-to-face adviceAt least 3 weeks from client‟s firstLegal advice is instantaneouscontact until the letter of adviceTends to function separately fromDeeply embedded in the local legalthe local legal advice networkadvice networkStudents are forewarned about theNo forewarning or research prior tonature of the enquiry and researchmeeting the client – students areit in advanceplunged into the swampNo requirement for premises on theRequires premises suitable forpublic highwaypublic drop-inEasy to restrict enquiries based onDifficult to restrict enquiriesavailable staff expertisebecause of the open door policy –supervisors need to have a goodbasic working knowledge of socialwelfare law at generalist advicelevel or aboveCan proceed to casework andCan proceed to casework andrepresentationrepresentation5Bleasdale-Hill (2011 – n1) confirms that written advice clinics can be “desperate for clients” andavailable interview slots are unfilled (p11).8

II.THE CLINICSERVICE9

LEVELS OF ADVICEIn order to describe the drop-in model, it will help to explain the generallyaccepted hierarchy of legal advice provision for social welfare matters.The lowest level of advice is basic information. Typically, it will involvegiving a client a leaflet or a factsheet, or in some other way taking themthrough standardised information which is not tailored to them as anindividual. Everyone can access that advice by going to the CitizensAdvice Bureau website, where they maintain a publicly available onlineresource called adviceguide. If a client visits a CAB in the UK, they willtypically get a 10 minute triage appointment with a “gateway assessor”who will see if they can resolve the enquiry at the level of basicinformation.The next level of advice is generalist advice. This is much moresophisticated than basic information. The adviser is now dealing with theclient as an individual, tailoring advice to their particular circumstances.It will be based on advice resources that the general public does nothave direct access to – principally, Advisernet which is a vastsubscription-only resource maintained by CAB, and supplemented byvarious weighty practitioners handbooks on welfare benefits and othermatters. This is the second-tier of service at CABx in the UK. If the 10minute “gateway assessor” appointment cannot resolve the enquiry,then the client will go through to a full generalist advice appointment,typically one hour long. This could be a one-off appointment, or you canalso have casework at that level – for example, complex debtmanagement where a client needs ongoing help (depending on whatfunding the particular bureau has).10

Generalist advice is a massively complex area, which will cover all socialwelfare matters prior to legal proceedings. The CAB traditionally dividesgeneralist advice into:Benefits and TaxCreditsEmploymentImmigration6Consumer Goods &ServicesFamilyDebtHousingGenerally it takes about 8-12 months to train as a CAB GeneralistAdviser – i.e. before an adviser would interview and advise clients ontheir own, under the supervision of an advice session supervisor. In thedrop-in clinic model we employ much more intensive supervisionthan the CABx in order than student volunteers give generalistadvice to clients from day one.The next level up in the hierarchy is specialist legal advice for peopleinvolved in (or in contemplation of) legal proceedings, provided bysolicitors or some other substitute services – for example, you mightobtain advocacy at tribunal level from the Free Representation Unit foremployment or social security tribunals. In the drop-in clinic model,specialist legal advice is provided at the appointment-basedevening sessions where students shadow volunteer solicitors andassist them by drafting the attendance note.And then, just to introduce another couple of advice sector terms whichmay be unfamiliar: at any point a client could be directed to anotherservice by signposting them (which is to send a client somewhere elsewithout having made an appointment for them – the adviser simply tellthem where to go) or referring them (which means the adviser doescontact the second agency and books the client in). And that choicebetween signpost or referral will usually involve the adviser making anassessment at to the merit of an enquiry – if you want to build up good6Since 1999, immigration advice has been regulated by the Office of Immigration ServiceCommission. It is a criminal offence for anyone to give immigration advice or services in the UKunless they are regulated by the OISC, a regulated solicitor, barrister or legal executive (or Europeanequivalent) or exempted by Ministerial Order.11

referral links with other agencies, then you need to establish a reputationfor conducting effective triage so that if you seek to refer an enquiry toanother agency, they will know that it is worth their while to accept it andwill not be a waste of their resources.12

e &Advice &ReferralCaseworkAdvocacybasic information-not tailored tothe individuale.g. fromleaflets,factsheets orAdviceguide (theCAB publiclyavalibleresource)"generalistadvice" individuallyappropriatee.g. fromAdvisernet (theCAB subscriptiononly resource)Solicitor-leveladvice incontemplation oflegal proceedingsFigure 1: Levels of Advicesending a clientelsewhere with orwithout havingmade a specificarrangement

THE CLIENT PATHWAYThe drop-in clinic is a face-to-face generalist advice service, onto which you cantack practice areas of appointment-based specialist advice depending on what linksyou are able to develop with local law firms.In our first year of operation, we ran two 3-hour daytime drop-in sessions each week(next year we are adding a third session). Our publicity material said that we would: Provide basic information on any topic; Give generalist advice on any area of social welfare law in one-off one-hourappointments (except immigration, because we are not a registered immigrationprovider); Signpost and refer to appropriate local advice agencies and legal services; and Refer to the Clinic‟s own evening appointment-based specialist advice sessions.The daytime drop-in sessions worked as follows (figure 2): One student acted as receptionist, taking initial details on a pro forma (thestudents rotated reception duties each week). Four other students worked in two teams of two. Each team had a dedicatedsupervisor. The supervisor and students collected a client from reception and took them to aninterview room. We took initial instructions – that is, we got the client talking and found out whatthe problem was, gathered all the relevant information (using our standardquestions booklet as a guide) and identified what the client wanted to achieve. Next the interview was paused briefly and the client waited while we returned tothe base-room, researched the enquiry and formulated the advice. Then we returned to the interview room and gave the client the appropriateinformation and advice. Finally, we wrote up a succinct advice note once the client had left.We had a maximum one-hour time-limit to complete that whole process, so inpractice we advised approximately six clients in each 3-hour drop-in session.Please find attached: Drop-In Clinic Reception Sheet Drop-In Clinic Case Record Standard Questions Booklet Client Referral Sheet

Figure 2: Drop-In Clinic Client PathwayReception Studentreceptionist takesinitial details onpro forma,including DPAconsentInterview Part 1 Fact-finding Identify subjectarea Ask appropriatequestions Establish whatclient wants Take notesResearch enquiryConsult supervisor Return to baseroom and researchenquiry usingAdvisernet andother resources inthe office Take notes Agree theappropriate levelof service for thisenquiry Agree the contentof the advice tothe clientInterview Part 2 Return to clientwith: information advice signposting referral generalist orspecialistFinish the enquiry Complete anyactions (e.g. areferral) Write up anaccurate caserecord

Date [dd.mm.yy]:Ticket no:DROP-IN CLINIC - RECEPTION SHEETPLEASE COMPLETE AND SIGN THIS FORM AND RETURN IT TO THE RECEPTIONISTHave you had advice from the LEGAL ADVICE CLINIC before?Yes []No [ ]If YES, have you come about the same problem today?Yes []No [ ]Title:First name (Please print):Last name (Please print):Address:Postcode:Phone number:Email (print clearly):May we leave a message? Yes [ ] No [ ]If this is your first visit to the Clinic - please fill in the following:Age (tick one): under 16 Gender:16-29 30-39 40-49 Female []Male []Yes []No []Do you have a disability?50-59 60-69 70 and over Ethnic Group - Please tick beside your ethnic ed White &Black CaribbeanMixed White &Black AfricanMixed White &AsianOther AsianClinic flyer/leaflet [ ]GP/other health staff [IndianPakistaniBlackCaribbeanBlack AfricanBangladeshiOther BlackHow did you hear about us? (please tick)CAB [ ]Friends/family [ ]University []Other [ChineseOtherGroup]] (please specify)What do you want help with today? (please tick)Debt [ ]Benefits & Tax Credits [ ]Employment [ ]Consumer goods & services [ ] Ending a Relationship [ ]Housing [ ]Immigration [ ]Other [ ] please state:Data Protection Act 1998In order to help you we need to maintain a record of your case which may contain sensitive personaldata. The law says we must get your consent to do this. Everything you tell us will be treatedconfidentially within the Clinic. For the purposes of the Act the Data Controller is [insert].I give my consent to the Legal Advice Clinic to keep a confidential record of myenquiry.Signed: .

DROP-IN CLINIC CASE RECORDDate [dd.mm.yy]:Student Clinic Volunteers:Supervisor:Client’s Title:Client’s First Name:Client’s Last Name:Address:Post Code:Email: [if provided]Phone no:[if provided]LeaveMessage?:Yes/NoEnquiry Type:Benefits & Tax CreditsConsumer[PickONEEXISTING Debtcategory and delete the rest] EmploymentFamilyHousingImmigrationOther: [specify the subject area]Details of Enquiry:[In the box below, write a full, accurate and concise record of what the client told you. Usethe standard questions for guidance about what are the relevant matters for each subjectarea.]The Client told me: Information/Advice Given:[In the box below, write a full, accurate and concise record of whatinformation/advice/material the client was given. You must indicate the source of theinformation e.g. the Advisernet paragraph number] Next Steps:[In the box below, write what is happening next? Is the client taking some action? Is clientsignposted/referred/ evening appointment?] If signposted, where to:[i.e. client directed to anotheragencywithoutanappointment]

If referred:Referred to which Agency:[if CAB, specify which one][i.e. client directed to anotheragency with a booked If referring for specialist legal advice Eligible for legal aid/appointment](internally or externally), is the client Not eligibleeligible for legal aid? [Print andattach your calculation results page.]IFYOUARE Check client’s details are complete Yes/Noabove (inc. a phone number)REFERRINGACLIENT TO THEEVENING SESSIONORANOTHERAGENCYYOUMUST SCAN ANYADDITIONALDOCUMENTS ANDSAVE THEM INTHECLIENTRECORDSFOLDERNational Insurance Number:[desirable, not essential]Date of Birth:[desirable, not essential]Any access issues?[e.g. interpreter needed]Yes [specify]/NoDate of appointment:Time of appointment:Contact name at Agency:Contact number at Agency:Confirm that a Client Referral Form Yes/Nowas given to client:Are there additional documents on Yes there are scannedfile? If so, have you scanned them documents/ No thereand saved them to Client Records?arenoadditionaldocumentsStudent Clinic Volunteers: You now need to: Print this form & staple it together with the Reception Sheet and any other paperwork(e.g. a legal aid assessment) – the Case Record should be uppermost. Ask your supervisor to check and sign the Case Record (below) File the signed Case Record.Supervisor’s signature:18

LEGAL ADVICE CLINICSTANDARD QUESTIONS BOOKLETEDITION 1.0CONTENTSDebtBenefits & Tax ther

DEBTTHE PROBLEM Get a description of the problem.Roughly how much does the client owe in totalWhat are the debts (i.e. are they priority or non-priority)?Are all the debts in the client‟s name?Include what has led up to the situation (has income recentlydecreased? Why?) andWhat outcome the client wantsHOUSINGIf the client is owner occupier Approximate value of houseWhether there are any secured loans or charges on thepropertyMortgage outstandingIf accommodation is rented; is the landlord: The councilHousing associationPrivateIf none of the above, what is the client‟s housing situationHOUSEHOLD Who is in the Client‟s household and whether they are employed?ANYTHING ELSEAnything else about the client‟s situation that needs noting e.g. savings,assets, disabilities or illnesses? Asses client‟s capability – could clientself-manage?ACTIONWhat has client done about the problem so far? Has client tried tonegotiate with creditors?20

BENEFITS AND TAX CREDITSGENERAL DETAILS1. Get a description of the problem; has there been a change ofcircumstances? When di this occur?2. Ask what benefits/tax credits the client receives or has applied for3. Is there an emergency?4. Capture the following information to explore additional eligibilities:INFORMATION NEEDED TO FIND OUT ELIGIBILITY Who is in the household? List the names, gender, age andrelationships of the household: clientpartnerdependant and adult childrenother family members (parents, relatives)boarders and anyone else in the householdCIRCUMSTANCESNote any of the following specific circumstances for each person: retired – aged 60/65 pregnant unemployed sick bringing up children disabled working(howmany with any industrial injuryhours)or disease widowed care for someone sick ordisabledAlso because of special rules, watch out for people who are: students from abroad (i.e. clients or over 18partnersubjectto Travellersimmigration control) In hospital or residential on strike On leave from prisoncare With no fixed abode21

CONSUMER – GOODSGENERAL DETAILS What are the goods and what is wrong with them? Who did the client buy them from (name and address) and when didthe client buy them? How were they bought (at traders premises, tele-sales, mail order,internet, doorstep sale etc)? Was there any indication that they were faulty at the time? Was this pointed out? Did the client check the goods?MONEY INVOLVED How much did the goods cost? How was payment made? In fullDeposit onlyOn creditNothing paid How did the client pay?CashChequeCredit/store cardDebit cardOther Does the client have any kind of receipt? (or copy of creditagreement)ACTION Has the client approached the trader? If so, what happened? Would the client accept:Money backReplacementCredit noteRepair22

CONSUMER – SERVICESGENERAL DETAILS What was the work that was supposed to be done? What does the problem consist of? Was there any written contract? Who did the work? When did the client find it was faulty?MONEY INVOLVED How much did the work cost? In fullDepositCredit cardDebit cardPayment outstandingOther Does the client have any kind of receipt?ACTION Has the client approached the trader if so, what happened? Would the client accept Money backCredit noteSatisfactory rectification or completion23

EMPLOYMENT – GENERALCLIENT DETAILS Is client still working? If not when did they stop, and how did it end(dismissed/made redundant/walked out/suspended)? Contract- does client have anything in writing e.g. letter, writtenstatement etc.? Employment status – watch out for indications of self employment,agency working, volunteers The rules are different for some people who are not British nationals– does this apply to the client?DETAILS OF CLIENTS JOB Who is/was the client‟s employer? Is the employer still trading? How long has the client worked for employer? (check no breaks inservice or transfer of company) Date started? Nature of the job?DETAILS OF CLIENTS EMPLOYER What is the name and address of the clients employer? Check whether any changes to the company and whether it is stilltradingDETAILS OF ISSUE When did the issue first crop up?RESOURCES Is client a member of any Trade Union? Does client have household insurance that includes legalexpenses?[The following pages cover „Losing a Job‟ and „Problems at Work]24

LOSING A JOB Was the client dismissed, made redundant, walked out, suspended? Have they got another job?REASONS FOR LOSING THE JOB What reason for dismissal did the employer give? What is client‟s view for the reason for dismissal? For specific reasons: Redundancy Any evidence ? payment, letter etc Who else was made redundant? (more than 20 people?) Watch out for discrimination in selection for redundancy Capability What is the history of the client‟s performance? If client has been off sick, how long or how frequent, any sicknotes or medical evidence? What is in the job description about the issue? Does client have a disability that is involved? Conduct Who was involved, any dates and times, who said what, anywitnesses What does contract say about the issue? Has conduct been accepted for other employees? (watch outfor possible discrimination)25

HISTORY How and when was the client informed of the reasons for dismissal? Was it set out in writing? Was there a disciplinary meeting? If so, the date and whathappened? Was there an appeal? If so, the date and what happened? Was client accompanied at either the meeting or the appeal? When was client paid up to? What outcome does the client want? Job backCompensationReferencesOther26

PROBLEMS IN WORKCLIENT WANTS TO CHANGE CURRENT TERMS OR ROLE Has client asked the employer? If so when and how? (in writing?) How did the employer respond to the request:? What does current contract say about the issue? Anything in writing about the issue? Any examples of change accepted for other employees? If, sowatch out for possible discrimination? Has the client raised a grievance? How is employer likely to respond to client pursing the issue?EMPLOYER WANTS TO CHANGE CURRENT TERMS ORROLE When was request made and how? (in writing?) How did client respond to request? What reasons does client have for not accepting change What does current contract say about the issue? Anything about the issue in writing? Has the change been proposed for other employees? If not, watchout for possible discrimination How may the employer respond to continued refusal by client?27

FAMILYGENERAL DETAILS Are the client and partner married/ living together? How long for? Does the client want to separate or stay together or not sure? Is this a same sex relationship? Has there been any violence? Is the client or partner subject to immigration control? (don‟t makeassumptions, always check) Do the partners agree about what should happen? Is the client pregnant?CHILDREN Does the client have children living with them? How old are the children? Are they the children of the client and/or partner? Are there any issues about where the children will live? Are there any issues about the other partner‟s contact with thechildren?INCOME Will the client have financial problems living on their own? Does the family get any benefits? Where does the client‟s and the partner‟s income com from (egworking, benefits, tax credits, pensions)?THE HOME Is the client‟s present home rented or do they have a mortgage? Is the home in joint names or in one name? (whose?) Are there any issues about who stays in the home? Does the client need to leave (or ask partner to leave) at shortnotice (eg. because of violence)?BELONGINGS Are there any issues about joint ownership? Are there things on joint credit?28

HOUSING STATUSThe first step with most housing enquiries is to find out housingstatus. This determines most rights, and how secure a client is intheir home.GENERAL DETAILS When did the client move in? If an owner, is there a mortgage? In whose name(s) is the agreement? What rent, if any, is paid? Who is the client‟s landlord? Who does client pay their rent to?PRIVATE RENTED Does the landlord live in the same building as the client? Did the client move from another property owned by the samelandlord? Does the client share accommodation with anyone who is not inclient‟s household? Has the client got a written agreement, letters, receipts forrent/deposit? If nothing in writing, what did the client agree verbally? Is there a verbal or written agreement for fixed term?[The following pages consider „Housing Options‟, „Eviction andHarassment‟ and „Homelessness‟.]29

HOUSING OPTIONSA client may be looking for housing because they have none, theyhave to leave soon, or their current accommodation is unsuitable. Why is the client looking for accommodation? Do they want to stay in their current accommodation?SHORT TERM OPTIONS: Does the client want emergency or temporary accommodation?Hostels or temporary accommodation projectsWomen‟s refugeHomeless application to the local authority (see„Homelessness‟)Family or friendsLONGER TERM OPTIONS: Has the client applied for an allocation of housing, or transfer,through the local authority or housing associations? Private rented accommodation – has the client got money availablefor upfront rent and deposit? Homeless application to the local authority (see „Homelessness‟)30

EVICTION AND HARASSMENTYou must know the client’s housing status before you can giveadvice.LANDLORD/LENDER HAS GIVEN NOTICE In whose name(s) is the agreement?What has been said or done so far?Has the client been given anything in writing?What reason(s) has the landlord/lender given? (specificreasons may be needed depending on the client‟s housingstatus)Does the client dispute the reasons?Are there any rent/mortgage arrears?

In October 2011, London South Bank University opened a new Drop-In Legal Advice Clinic where law student volunteers - working under the supervision of practising solicitors - provide free, on-the-spot, face-to-face legal advice to the general public. This manual is based upon our first year of operation. It is primarily aimed at

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