Support line

FirstStop’s national advice team have a number of specialisms, including:

  • Specialist accommodation for older people, including care homes and housing with care and support services
  • Accessing statutory services
  • Care and support for people with dementia
  • Welfare benefits and entitlements
  • Hospital discharge arrangements
  • Care funding options for self funders
  • State funding for care
  • Help available to stay in your own home

If you need more information or advice than the team can provide, they may offer to introduce you to an external specialist, such as an Independent Financial Adviser.

If you need, or would like, more personal face-to-face support, or the benefit of local knowledge, the national team may offer to refer you to one of our FirstStop local partner organisations.

Our service can be contacted on 0800 377 7070 (Mondays 8am – 7pm and Tuesdays to Fridays 8am – 6pm).

If you are calling from abroad, or if calls to 0800 numbers are not free from your mobile phone operator, then you can call us on 0203 519 6002.

Alternatively, our livechat service is available via the HousingCare website 7 days a week. (Monday – Friday 10:00am to 4:00pm; Saturday & Sunday 9:00am to 12:00pm)

Local partner housing & care options advisors, caseworkers and volunteers are welcome to contact us to discuss individual cases, and to signpost or formally refer clients to us.

Advice team

Frances Auger

National Advice Line Manager

Frances is responsible for EAC’s contribution to delivering the FirstStop Advice service, including the national telephone advice line, email enquiries and the Live Chat service on EAC’s HousingCare website. She and her team also refer clients to other FirstStop local and national partners and accept referrals from them.

020 3519 6011

Adam Hillier

Advice and Information Development Advisor

Adam has two key roles at FirstStop; firstly he is an advisor for the national advice team, delivering free information and advice on a range of subjects inlcuding housing, care and related finance. Secondly Adam is a development advisor for EAC FirstStop and has worked on a number of projects including our self-help toolkits, FirstStop publications, new ways of delivering information & advice and editor for the FirstStop blog.

0800 377 7070

Debbie Currivan


Debbie has worked as an advisor for FirstStop for over five years since joining the service from Help the Aged’s Senior Line. Debbie has experience in advising on the full range of topics that affect older people which we may be contacted about.

0800 377 7070

Nick Coote


Nick has worked with FirstStop for more than five years, since joining the service from the Senior Line service at Help the Aged. As well as delivering advice and information on housing and care options, Nick also has a special interest in welfare benefit rights.

0800 377 7070

Rosalind Barnes


Rosalind works as a part-time advisor for the national FirstStop advice service and also offers a limited casework service in Gloucestershire. Rosalind has a history in social work and therefore has a depth of experience in a range of issues including housing applications and choosing and paying for care.

0800 377 7070

Bala Mere


Bala has recently joined the EAC FirstStop Advice national team as a part-time advisor. She has previously worked as a housing options advisor with one of our local partners, Age UK Barnet, and has a history in housing advice, having worked for St Mungo’s Broadway.

0800 377 7070