View our frequently asked questions in Arabic.

View our frequently asked questions in Farsi.

Download our frequently asked questions in Urdu PDF.

What service is Infoline offering?

We are offering an information, signposting and referral service to asylum seekers and refugees, in the context of service provision change due to the Covid-19 pandemic.

Who is Infoline aimed at?

We welcome calls from anyone who is intending to seek asylum, is in the process of seeking asylum, has had an asylum claim refused or has been granted refugee status (or another form of protection leave).  We are especially seeking to reach those who are not connected with services already.

We also welcome calls from people calling on behalf of those in need of support.

What the service is not offering:

We are not an advice giving service, or a casework service. We are here to support people to make connections with appropriate services, including casework and advice services.

Migrant Help hold the government contract for asylum support advice and guidance. We will not be duplicating this work. All enquiries falling within Migrant Help’s contract will be signposted to them.

How does the service work?

When somebody calls our Infoline number, they will reach a voicemail message asking them to leave their name and phone number. The voicemail message will be in English and a number of the most common languages our clients speak.

The voicemail message comes through to the Infoline team and a member of staff will call the person back and assist them.

This is a new national service and we will be monitoring how busy our Infoline becomes. We are aiming to respond to calls within 3 working days, but this timeframe may change.

Do you have access to interpreters on the Infoline service?

Yes, we have access to a telephone interpreting service to assist with communicating with clients.

How do I get in touch with the Infoline team?

The Infoline is a freephone number and clients should call the following number if they are in England: 0808 196 7272.

If support is needed in Wales, the Welsh Refugee Council’s helpline can be reached on 0808 196 7273, and in Scotland, the Scottish Refugee Council’s helpline can be reached on 0808 196 7274.

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