Accessing support

If you cannot access our helpline, you can still access our support through webchat or raise an issue on our website. If you’d like someone to speak to Migrant Help on your behalf via the helpline, you can email proof of consent to [email protected].

We can only accept consent from client if it specifically names Migrant Help. General or vague consent (e.g., “any organisation can access my information”) is not valid under UK GDPR.

If someone gives us a consent document through a third party, that document must:

• Clearly show the client’s name
• Ideally include the client’s signature
• Clearly state that the client understood they were giving consent for Migrant Help to share or discuss their data
• Not use broad wording like “all organisations” or “any agency”

If Migrant Help is not explicitly mentioned, we cannot use that consent because it could put us in breach of UK GDPR.

If you are not using the official Migrant Help consent form, the consent document must still explicitly mention Migrant Help by name.

Alternatively, you can set up a security code or question on your first contact with Migrant Help, which you can provide to friends or family to use as proof of consent.

Sign language interpreters 

We can arrange video calls or face to face support where we use Clear Voice sign language interpreters, either International Sign Language or British Sign Language with a deaf relay interpreter. 

Please watch an introduction into our asylum services in British Sign Language and International Sign. You can also find Advice, Issue Reporting and Eligibility (AIRE) Support in International Sign.

Asylum services Outreach

The outreach team can provide support to service users who are deaf. We work very closely with Clear Voice to ensure that we can undertake appointments using an appropriate sign language interpreter and a deaf relay interpreter where required. We will be able to support with all aspects of our advice, issue reporting and eligibility services. Contact [email protected].

 

Disability Support

We can arrange for a Safeguarding Adviser to contact you if you need help to access disability-related support in your community: including signposting to local hearing loss charities and information on health and social care. Contact [email protected].