What is the consultation about?
Cheshire West and Chester Council have a duty under the Care Act 2014 to provide Social Welfare and Advice Services across the borough to ensure residents have:
  • Advice on benefits
  • Information about housing matters
  • Support with debt management and money advice
  • Information regarding employment rights and redundancy
  • Information to support with social care related issues.
We would like to hear your views on Social Welfare and Advice Services in Cheshire West and Chester. This will help us decide how the services are delivered going forwards. We want to ensure that the development of new services reflects the feedback and experiences of residents and how they wish to be supported in the future.
Why change now?
Current delivery in Cheshire West and Chester uses a traditional model of welfare and advice based in four offices at Chester, Ellesmere Port, Winsford and Northwich which has remained largely unchanged for several years.

The pandemic period and impact of social distancing restrictions however, have led to an increased remote and digital offer via an online and telephone service.

We are looking to make changes that could see the use of local and community sites, including foodbanks and work zones, and closure of the existing offices. This will make it easier for residents to find and use more locally based services whilst not reducing the level of professionalism and one-to-one support available.

These new methods of support will make it easier for us to meet demand locally, reducing travel costs for service users and improving access to timely support. New approaches to seeking social welfare and advice services could include confidential free telephone advice and volunteer support provided at a range of community sites, such as GP surgeries and leisure centres. As required, residents can then also be forwarded for one-to-one confidential professional caseworker support and representation. This will provide a standard service to Cheshire West and Chester residents with focus on those who are in most need.
Council information is also available in audio, Braille, large print or other formats. If you would like a copy in a different format, in another language or require a BSL interpreter, please email, telephone 0300 123 8 123 or textphone 18001 01606 275 757.

Question Title

* 1. How to take part:
Completing the questionnaire is voluntary and all the information you provide will be treated in the strictest of confidence. No information will be released that could identify an individual or household.

If you would like to know more about how we use and store the information you give us in this survey, you can find out by visiting

Please submit your response by 17th March 2021.

The questionnaire will take about 10-15 minutes to complete. Some questions ask you to tick a box to select your answer and other questions ask you to write down your answer in the text box. If there are any questions that you do not wish to answer, please feel free to leave these blank.

The consultation is being undertaken in accordance with the Market Research Society Code of Conduct on our behalf by Ask for Research and Qa Research.

If you would like the survey in a different format (telephone interview or hard copy postal questionnaire), help with completing the survey or further information on the consultation please call Qa Research (Freephone) 0800 995 6031 or email them on Please provide your contact details and nature of your enquiry and Qa Research will respond to you.

To see Ask for Research's privacy policy please visit:
To see Qa Research's privacy policy please visit:

Cheshire West and Chester Council is the Data Controller for the consultation and Ask for Research and Qa Research are Data Processors.

Thank you for your help.

Please confirm you are happy to take part by ticking one of the following boxes: