1. What is IAS? Includes IAS' Annual report/Audited accounts and Articles of Association
2. The services offered – all are free to those eligible
3. The areas we work in
4. When you seek advice
5. Maintaining a quality service
6. The structure: who does what
7. Trustees
8. Community involvement
9. Management and key positions
10. The Client’s Charter
11. How you can help
12. What is the European Migration Policy Dialogue?

1. What is IAS?

IAS is the leading charity giving legal advice and representation services to immigrants and asylum seekers free to those who are eligible.

IAS was created in 1993 out of the former United Kingdom Immigrants Advisory Service (UKIAS: established in 1970) as an independent organisation publicly funded under the 1971 Immigration Act to provide free advice and representation to persons with rights of appeal against refusal of their applications. Together with UKIAS, therefore, IAS has over 35 years’ experience of helping those facing immigration and asylum difficulties. We now have offices throughout the UK and in Sylhet (Bangladesh) and Lahore (Pakistan).

The Large Charities Unit of the Charity Commission visited IAS in October 2004 and made the following comments:

“Our overall impression is that the charity has proved itself able to respond well in an environment characterised by rapid change. The IAS seems focussed on its areas of expertise and, in a competitive environment, is clear about its niche and what distinguishes it from commercial service providers. The charity is outward-facing and evidently strives to be accessible to its users.

“We gained an impression of an active and effective trustee board, and an appropriate delineation of roles between the trustees and executive.

“The implications of the changing funding arrangements have been significant to the IAS. However, progress has evidently been made in changing the internal culture, as well as in responding to the increased competition around service provision. The IAS seems clear about its distinctive characteristics (such as the experience and expertise developed over a long period) and makes use of opportunities to shore up its place in the market (eg: through expansion into areas where commercial services have closed).

“The charity actively seeks to make its publications accessible to its clients, including through the use of multi-lingual videos, and by keeping its website simple to enable people to download it with less advanced technology. It is also clear that the IAS compares well against many other charities in its progress towards attaining the best practice standards as outlined in the Regulatory Study RSB on Transparency & Accountability.”

For the IAS Annual Report and Audited Accounts for the year ending March 2008 please click here. Note that this is a large file and may take a while to download.

For IAS' Articles of Association at February 2007 please click here. Note that this is a large file and may take a while to download.

Registered company name: Immigration Advisory Service
Company registration details: Registered in England Limited by Guarantee No: 2823970
Registered office postal address: County House 190 Great Dover Street, London SE1 4YB

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2. The services offered – all are free to those eligible

IAS gives free advice and assistance on all immigration, asylum and nationality issues to persons in the UK and abroad eligible for Legal Help and Controlled Legal Representation and we present appeals against refusal decisions for all who have a right of appeal. We can take cases to the higher courts by way of appeal and judicial review.
Despite our objections, the Government ended thirty-three years of a free service for all our clients as from 1 April 2004. Consequently, from that date (1 March in Leicester), we have to make charges for our services (available at present only in certain offices) for those clients who are not financially eligible for a free service in accordance with the income and capital limits laid down by the Legal Services Commission (which funds IAS in England and Wales). That is why we have to ask our clients about their financial means. These charges are based only on the cost to us of providing the service. We do not make any commercial profit out of the charges and we keep them as low as possible for the assured quality service that we give. You can see if you may be eligible for a free service by clicking here to access the Community Legal Service's Legal Aid Calculator.

Cases range from the dependants of those already settled in the UK (children, husbands, wives, elderly relations) seeking to come to the UK for permanent settlement and to visitors, students and others seeking to come to the UK for temporary purposes whose applications have been refused.

People already present in the UK often seek advice and representation from IAS about the admission of relatives and about their own applications to change their status or for further leave to remain. There are also those who face deportation from the UK. IAS responds to enquiries via email and letters from around the world and gives advice in person or over the telephone to some 36,000 people and opens more than 7,000 appeals case files every year. IAS also makes written representations to the Home Office or Immigration Service on behalf of clients.

IAS has an extensive Library (Research & Information Unit) which produces constantly updated country of origin information and also publishes the leading publications on immigration, asylum and nationality law: click here for details.

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3. The areas we work in

Advice – Advice and assistance is available at our offices. See Contact Us for details of their locations and opening times.

Representation at appeal hearings before immigration judges – at all offices for persons who have a right of appeal against refusal.

Applications for leave to appeal to the Immigration Appeal Tribunal (on a point of law) – at the IAS Tribunal Unit at Head Office in London (part of the Higher Appeals, Research & Information Department).

Applications for judicial review and for appeals to the higher courts (such as Court of Appeal) – at IAS Immigration Solicitors Unit at Head Office in London (part of the Higher Appeals, Research & Information Department) and also at our Glasgow Office.

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4. When you seek advice

When you seek advice and assistance from IAS your first contact may be with a receptionist or casework assistant who answers the telephone or welcomes you to the office.

If you call at one of our offices by appointment you should be seen within a few minutes by the counsellor or adviser you have come to see unless they have been unavoidably detained (such as at a hearing). You will be kept informed of how long you should have to wait by the receptionist or casework assistant who welcomed you to the office.

If you call at one of our offices without an appointment it may not be possible for any suitably qualified staff to see you in order to give you advice. If this is the case you will be informed and given a time when you can return and be seen by a counsellor or adviser. In some circumstances, if your enquiry is a general one, you may be handed one of our leaflets on immigration/asylum/nationality law and practice which may answer your questions.

Once we have opened a case file on your case you will be given a reference number which you should always quote when contacting us either by telephone or letter.

Our Client’s Charter sets out the standard of service you should receive and explains our complaints procedure. Moreover, you should be handed a Client Questionnaire which we ask you to complete either at the time and leave it in the box provided or complete it later and send it to us FREEPOST (ie without needing to put a stamp on it so long as it is posted within the United Kingdom).

If, for whatever reason, we cannot help you with your case because we have too much other work then we will refer you to other competent legal agencies as set out in the Community Legal Services Directory.

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5. Maintaining a quality service

IAS complies fully with the Legal Services Commission’s quality standard – the Community Legal Service Specialist Quality Mark. This involves external inspection (an audit) by the Legal Services Commission. In order to comply IAS has a detailed written Procedures Manual and supervisors undertake regular independent file review as well as other checks. There is continuing training for staff and all offices are fully computerised. Each staff team of a maximum of eight people is supervised by a manager (Supervising Counsellor or Team Leader). All staff have monthly formal supervision sessions with their line managers at which their work is reviewed and targets discussed, annual appraisal and attend the annual staff conference; the Senior Management Executive Team (consisting of Departmental Heads and the Regional Directors) meets monthly chaired by the Chief Executive. Casework statistics and financial management accounts are produced monthly and submitted to the Board of Trustees for scrutiny. The Trustees meet at least eight times a year and receive a regular report on any complaints made about the service. In addition to this all IAS staff who advise clients are authorised by and registered with the Office of the Immigration Services Commissioner to whom complaints can be made about any poor service. IAS has a Quality & Audit team which maintains uniform good practice throughout the service. From 1 April 2004 all caseworkers giving advice and representation are accredited.

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6. The structure: who does what

IAS is a registered charity and a company limited by guarantee with a Board of up to 16 Trustees who are volunteers and are responsible for the organisation’s strategic planning. The daily running of the organisation is delegated to the Chief Executive and managers. The Senior Management Executive Team (all three Regional Directors and Departmental Heads) meets monthly to discuss senior management issues and advise the Chief Executive. On a daily basis the Regional Directors and Departmental Heads will take decisions within the overall policy and plans of the organisation. Cohesion and consultation are maintained through quarterly Regional Management Review meetings between the regional management and Head Office, biannual General Management Awaydays, the annual staff conference for all staff, frequent visits to all IAS offices by the Chief Executive and other senior managers and an intranet for internal emails linking all staff.

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7. Trustees

We are always looking for new Trustees so if you would like more details or know of anyone who might be suitable please contact the Chief Executive.

About our Trustees

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8. Community involvement

IAS endeavours to be as responsive as possible to the communities it serves. There is frequent contact with Race Equality Councils and other organisations and IAS is represented on many local bodies as well as giving talks about our work.

A Scottish Advisory Council meets every two months with representatives from the local authority, police, other organisations, Scottish Legal Aid Board, academics and the IAS trustees in Scotland. For more information, or if you would like to get involved, click here for details.

IAS operates surgeries in other locations away from its offices to meet local demand. When required, we also visit all immigration removal centres.

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9. Management and key positions

Acting Chief Executive (Margaret McKinlay) is in overall charge and heads the Senior Management Executive Team. She line manages the Director of Regional Services, the Director of Finance and Central Services and the Director of Legal Services and Training.

Director of Finance and Central Services (Robert Phillips) is responsible for overall financial and quality control, HR, safety and security of premises and maintenance of systems and equipment as well as events and external relations.

Zahir Chowdhury edits the three leading immigration publications (the fortnightly Case Law Update, the quarterly Immigration Law Digest and the Index) which ensure that IAS staff are kept up-to-date with the latest law on immigration, asylum and nationality and to which all immigration judges, the Home Office and other practitioners subscribe. If you would like to subscribe please see our section on Publications.

Supervising Counsellors (who are managed by the Area Managers) each head a team of up to eight staff consisting of counsellors, advisers and support staff.

Immigration Solicitors are legally qualified, experienced solicitors all with current Law Society practising certificates.

Tribunal Counsellors are barristers or solicitors who advise on and present appeals on points of law to the Immigration Appeal Tribunal.

Counsellors are our principal operational staff – they comprise lawyers (barristers and solicitors), legally qualified individuals and experienced advocates. They give advice and present appeals cases at hearing centres.

Advisers give advice and assistance on immigration/asylum law and undertake bail applications but do not present appeals.

Casework Assistants and Receptionists (who will be your first contact with us either over the telephone or when you call into our offices), although not legally qualified, understand official practices and procedures and can help you on these.

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10. The Client’s Charter

IAS is committed to providing an independent and confidential service to all its clients, free to those who are eligible, without regard to their race, colour, ethnic origin, national origin, sex, sexual orientation, religion, belief, age or disability. We want to make sure that you are satisfied with the advice we give you and the way you are treated.

Our responsibilities to you
We will:

Tick Find out from the start what you are hoping to achieve, and make sure that your expectations are realistic;

Tick Be considerate in our dealings with you and put your interests first;

Tick Explain things in a way that is clear to you and agree with you the type of service you can expect to receive;

Tick Tell you who will be handling your case at each stage;

Tick Explain whether there will be any costs involved and if there are provide you with a clear bill which shows what the fees will cover

Tick Keep what you tell us confidential, other than in those exceptional circumstances when required to do so by law and only with proper authority, and refuse to act for anyone else if doing so would compromise that confidentiality.

Our shared responsibilities
We can work together best when:

Tick We treat each other with respect and politeness;

Tick We each provide accurate and complete information including timely updates like changes of address and circumstance;

Tick We are both on time for appointments unless unavoidably detained.

Our standards of service

Tick After your first meeting with us we will write to you within one week of the meeting.

If you write to us: We will reply to or acknowledge your letter within five working days of receiving it. You will receive a full reply within eighteen working days or a letter explaining why there may be a delay and when you can expect a full reply.

Tick If you telephone us: We will answer your questions as fully and helpfully as possible but in your own interests we may be unable to provide you with full advice without first seeing relevant documents. If you leave a message we will do our very best to call you back within 24 hours.

Tick If you visit us by appointment: Reception staff will immediately call the caseworker concerned and you will not be kept waiting for more than fifteen minutes, subject to delays caused by other interviews or court attendance.

Tick If you seek help with an application to the immigration authorities: You will be advised on your case by a trained caseworker on what documents to submit and the likelihood of success and provide whatever assistance we can with the application within our funding constraints.

Tick If we represent you before an immigration judge: If we agree to represent you, we will make an appointment with you as soon as possible. A highly trained caseworker will advise you on the evidence that would assist your case and the prospects of success. We will comply with all directions from the Asylum and Immigration Tribunal. Usually, you will be represented at the hearing by the same caseworker who has prepared your case for you.

Tick If we can help you with a reconsideration application: We make applications wherever we think there is a reasonable prospect of success. If we make an application on your behalf you will be sent a copy of the application and advised of the prospects of success. If we cannot make an application on your behalf we will advise you why not and do our utmost to let you know before the deadline expires for making an application.

Tick If we represent you at the High Court for Judicial Review or in the Court of Appeal (or Court of Session in Scotland) or beyond: We will make an application for public funding for you if appropriate. If that is successful, we will arrange for a barrister to be appointed to assist us in connection with the application and conduct of your case. We will keep you informed of the progress of your case in the High Court, and in relation to matters concerning the funding of your case.

Note that all these commitments to you are what you can expect from IAS unless there are exceptional circumstances.

Complaints

We are committed to providing you with a first class service but sometimes things do go wrong. In the first instance we would suggest that you try to resolve your complaint with your caseworker. If this is not possible, please write to the manager at the address of the office where your case is being dealt with. You will receive an acknowledgement of your complaint by return of post and a full explanation within four weeks of the date we receive it.

Supporting our work

Our services are free to those who are eligible. Our staff are prohibited from accepting gifts from clients whom we ask to respect this so as to avoid embarrassment or placing our staff in a difficult position.

Although we receive public funds for legal work this is never enough to meet the demand for our services. IAS also has a wider remit to assist all who have any problems on immigration matters, to give advice on welfare, to educate the public on immigration law and to operate overseas. It is only through other support that we can undertake such valuable work. Donations can be sent to the Chief Executive to the FREEPOST address below. Please see Point 11 (below) for details about tax efficient giving which can boost the value of a gift to the IAS.

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11. How you can help

Can you help us help more people?

IAS receives public funding by way of an annual grant as well as contractual funding from the Legal Services Commission in order to provide legal services. Yet this is never enough to meet the demand for our services from vulnerable people for whom immigration and asylum decisions can mend or mar their existence. We never underestimate the importance of the legal help and representation we give our clients and the impact on their lives.
We want to help more people but are constrained through lack of funds. Also, there are many things which we should like to do which fall outside permitted spending from these sources: welfare for our needy clients, establishing offices to help applicants overseas etc. We welcome any financial contribution to our work, however large or small.
If you would like to give, please download, complete and return the gift aid form below, as this enables us to claim money from the Inland Revenue as well (if you pay UK tax).

Gift Aid Donation form in PDF format (requires Adobe Acrobat).

What about contacts you may have?
Do you belong to or know of any local or national organisation which ought to have closer links with IAS? We like to keep in touch with many different organisations throughout the UK such as Racial Equality Councils, refugee community organisations, CABx, local law centres and agencies, welfare groups etc. We keep them informed of latest developments in immigration and asylum issues and events. If you know of any such organisations then please email the information to our Head Office.

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12. What is the European Migration Policy Dialogue?

Mission of the European Migration Policy Dialogue

The European Migration Policy Dialogue is a partnership of organisations in Europe that aims to promote and facilitate a well-informed debate on migration and migration policies by monitoring and disseminating information on European developments, linking European debates and national debates and exchanging information on positions taken by key stakeholders with regard to these developments.

Dialogue meetings
With its partner organisations (IAS and UKREN in the UK) in European countries the European Migration Dialogue is committed to there being a series of conferences at which legal labour migration and other issues can be discussed

The Migration Policy debates

Establishment of the European Migration Policy Dialogue

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