Asylum services

Have you claimed or are you intending to claim asylum in the UK?

Migrant Help provides independent advice and guidance to assist asylum seekers in the UK move through and understand the asylum process.

We run a free asylum helpline available 24/7/365 and accessible to all asylum seekers in the UK. Just call 0808 8010 503.

Our teams are based across the country and also offer face to face advice to asylum seekers in the initial accommodation sites, as well as outreach services to vulnerable clients.

We can advise you in your language on issues such as:

• How to claim asylum
• Navigating the asylum process
• Applying for asylum support including accommodation
• Notifying the Home Office if your circumstances change
• Finding legal representation
• Accessing healthcare
• Support during the post-decision period - read about the support available after positive decision here, and negative decision here
• Other asylum and post-asylum claim related matters

We can signpost you to other helpful services in your area by telephone or in person, just talk to your adviser for more information. 

Please note that we are able to give advice on rights and entitlements but we are not able to provide legal advice or legal representation. If we cannot help, we will provide you with a list of qualified legal representatives.

Introduction to Asylum Services video:

Over the past year, members of our Asylum Lived Experience Advisory Panel (LEAP), i.e. people with lived experience of Migrant Help’s Asylum Services, collaborated with staff members to create a video for other clients that is clear, reassuring, and informative.

It was created to help reduce confusion about who Migrant Help is and how and when to contact us for support. Subtitles are available in 11 languages to help make the video as accessible as possible.

To learn more about how and why the video was created, click here.

Introduction to Asylum Services - British and International Sign Language

Voice-over in English, with subtitles available in a number of languages: Albanian, Amharic, Arabic, Farsi, Kurdish Sorani, Pashto, Punjabi, Simplified Chinese, Spanish, Tigrinya and Urdu.

To access these subtitles, click the Settings icon on the video you are watching. Then select your desired language from the Subtitles/CC menu that appears.

You should also contact us regarding:

• Maintenance issues – to report problems with your asylum accommodation. We will liaise with the accommodation provider on your behalf to address these.
• Request for assistance – if you feel there is a risk to your/your family’s health and wellbeing. This can be to report suspected child neglect, domestic violence, sexual harassment or exploitation, anti-social behaviour, destitution or homelessness or suspected extremism or radicalisation.
• Asylum payment issues – in case your card is lost or stolen, you forget your PIN, receive incorrect payment or don’t receive your payment. We will liaise with the payment provider on your behalf.
• Complaints – if you wish to make a complaint regarding asylum services provided by Migrant Help, your accommodation provider, the asylum support payments provider or the Home Office. Please complete this form via our portal. You can also contact our 24/7/365 helpline via 0808 8010 503 or via webchat. Making a complaint will not affect the outcome of your asylum claim or the length of time it will take to make a decision on your claim.
• Feedback – to continuously improve the support available throughout your asylum claim journey. You can tell us about your experience of services delivered by Migrant Help, your accommodation provider, the asylum support payments provider or the Home Office. We will pass your comments onto the appropriate organisation. You can complete the feedback form here. 

How to contact us:

• Call our free helpline on 0808 8010 503
• Use our webchat
• Complete application forms and find information resources via the Service User Portal. 
• You can also email us here.

If you are a third party organisation and wish to contact Migrant Help on behalf of an asylum seeker, please include a signed consent form. Include your details as well, in case we need to contact you for further information. 

Finally, we would like to remind all partners that the [email protected] email inbox is monitored Monday to Friday, 9am-5pm excluding public bank holidays. This inbox is for complaints against Migrant Help only.

If the complaint is against the AASC provider (asylum accommodation), the asylum support payment provider (PFS) or asylum services provided by the Home Office, please make contact via one of the options below which are available 24 hours a day, 7 days a week.

1. Webchat 
2. Raise an Issue via our website
3. Freephone helpline - 0808 8010503

• Read our client stories. 
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