How does it work?
When the Live Chat Advice screen first appears, wait a moment for the Helpline Team to greet you. You can tell a member of the team is typing by the small icon showing a pen writing on a notepad. The text won't be displayed letter-by-letter as we type, but only when we've completed a sentence or paragraph. Once the text appears, it's then your turn to type back.
To type back click your mouse in the bottom of the two boxes shown in the window and then start typing. The text won't be displayed to us until you press enter, so you can check what you've said and edit it if necessary. However don't be too concerned about getting spelling or punctuation correct.
Sometimes if we've got a lot to say it may take a while for our text to appear. Please don't close the window whilst we’re typing or you may miss out on some vital information. Our team will always make it very clear if they need to research some information or they’re ending the conversation.
At the end of the session, you’ll be asked if you’d like a transcript of the conversation to be sent to you by email. You will need to add your email address if you wish to receive this.
Is the conversation confidential?
All conversations are confidential between yourself and our Helpline Team.
Where does Live Chat operate?
This service operates in England, Scotland, Wales and Northern Ireland