Welsh local authorities establish Veteran Advice Service to improve access to support

Housing - Social housingWalesCovenant disadvantage

September 2, 2026

A case study about Covenant disadvantage

A gap in tailored advice and information made it difficult for the Armed Forces community to access necessary services.

What was the situation?

Cardiff, Vale of Glamorgan, Rhondda Cynon Taf and Merthyr Tydfil local authorities identified a gap in the provision of tailored advice and information for the Armed Forces community. Members of the Armed Forces community often require support across a range of issues, such as matters relating to housing, but were not always aware of the services available or how to access them.

What made this Covenant disadvantage?

Members of the Armed Forces community can find it more difficult to access the help they need from public services than civilians. This is because civilians may be more familiar with local services and support networks, as they may be less likely to experience issues that arise from Service, such as frequently relocating, and being unfamiliar with civilian life.

What was done to help?

The Veteran Advice Service was launched in Cardiff in 2017 and in Vale of Glamorgan, Rhondda Cynon Taf and Merthyr Tydfil in 2018. The four councils created dedicated Armed Forces advice officers to provide direct help and advice to the Armed Forces community on all subjects, including housing. They also provide signposting to relevant public and third sector services.

The service operates through a website, telephone and email support service, with face-to-face appointments available at council offices or in individuals’ homes. Officers also engage directly with the Armed Forces community through coffee mornings and other local events, which helps to raise awareness of available support.

What was the outcome?

Since its introduction, the Veteran Advice Service has received more than 4,000 enquiries across the four local authorities. Members of the Armed Forces community have been able to access tailored advice, information and signposting. This helps them connect with the most appropriate public and third sector services for their needs.

You can read more about the service here:

Wider information

You can read more widely about:

Covenant disadvantage and special provision (the two types of case study in this database)
Covenant support for the Armed Forces community: Housing
How local authorities can support the Armed Forces community and implement the Covenant

Disclaimer: This case study is part of the Covenant case study database. MOD has developed the database to illustrate examples of good practice for organisations in scope of the Covenant. It serves as a guide for effective Covenant delivery, offering practical insights into achieving fairness for the Armed Forces community. Delivery of the Covenant may vary across the UK. This means there is no guarantee the solution outlined in this case study is available in your area.