Questions & Answers

Who runs Frontline? 

Frontline was designed by Uttlesford Citizens Advice in Essex, but it is really a large community project where organisations and services sign up to improve people’s knowledge and access to local services.  

Frontline in Somerset is delivered by Citizens Advice Somerset and the Somerset Crisis and Resilience Alliance partnership. Citizens Advice Somerset are working with Frontline to shape the platform. 

I can't find a service? 

We are working hard with Citizens Advice Somerset and the Somerset Crisis and Resilience Alliance partnership to identify as many local services providing help and support with money matters, health and wellbeing as possible, but if something is missing or you can’t find a service please get in touch via email. 

How do I get a new service on the Frontline Library?  

If you run a service that you think will be appropriate for Frontline, click on 'Professional Area' and follow the steps provided. Or you can email Citizens Advice Somerset's Frontline Network Development Manager at frontline@casomerset.org.uk 

Can I contact someone about Frontline?  

If you have a question about using our platform, contact the Frontline team at info@frontlinereferrals.org.uk or call 01799 618855. Emails will be responded to within 10 days.  

If you’re facing financial difficulties or need help to access local support or services, contact Citizens Advice Somerset on 0808 278 7842. Advisors are available from 9am – 4pm Monday to Friday (calls are free) or visit citizensadvicesomerset.org.uk 

What if I have a family member or know someone who would find Frontline helpful, but they have no access to the internet? 

If you know of someone who cannot access the internet and they need help finding a local service, Citizens Advice Somerset can help them too (see contact info above).

Are my details on the system safe?

Frontline meets national information governance and security standards including being ISO 27001 accredited, Cyber Essentials certified, and NHS DSP Toolkit compliant. We only ever collect information from you to make a good referral, we only hold your data for a maximum of 90 days, and we use the same level of encryption as on-line banking services. If you want a copy of any information held on the system under your name, please make a 'Subject Access Request' to info@frontlinereferrals.org.uk

If I request a callback or I’m referred through the system when should I expect to be contacted? 

We ask services to contact people within 3 working days, but we hope it will be quicker than that. If we see that you haven’t been contacted within 6 working days we will notify the service on your behalf. 

Interested in bringing Frontline to your area?

Visit frontlinereferrals.org.uk to explore our case studies and learn how Frontline supports local health and care systems.