HUB Community Legal

I contacted Community Legal Hub by email to try to book an appointment for a friend who has limited English and needed legal advice. From the beginning, I clearly explained the situation and the language barrier. The first admin officer responded helpfully and provided a link to download a form to book an appointment. They also explained that, due to the language barrier, the service would only be able to offer an initial advice appointment and would not assist further with drafting or ongoing advice. This was clearly communicated and understood. After I completed and submitted all the required information, a different admin officer responded advising that the service was unable to assist, stating they do not help property owners with these types of matters. This was confusing, as the issue had been explained from the outset, and the initial response indicated the matter could at least be assessed through an initial advice appointment. I replied to clarify and explain again, but did not receive any further response. Overall, the experience was inconsistent. While the initial contact was clear and helpful, the later response contradicted the earlier advice, and the lack of follow-up made it difficult to understand why the matter could not be considered. This may be something for the service to review, particularly around internal communication and clarity for people supporting clients with language barriers.