In an exclusive interview with SUR in English just over a year ago, Steve Jones, the newly-appointed British Consul in Andalucía, Ceuta and Melilla said, "I need to find out what people want and let them know what I can do." In his first week he told the editor, Liz Parry, that his aim was to "take the Consulate out and get it closer to people."

"It's been a busy time for us and I think we've achieved a lot over the last 12 months," says a pleased Steve Jones. "When I joined at the beginning of 2009, we said Honorary Consuls were to be appointed in Jerez and Almeria, and this has been done. This is a very important step as the area we cover is so large that it's not always easy for people to get to us in Malaga. This helps us become integrated with the community and help people, wherever they may be."

The Honorary Consuls have also helped streamline the work carried out in Malaga. "Last year, for example, when we had those fires in Almeria, I was able to call the Honorary Consul there and find out first-hand exactly what was happening within a few minutes. We needed to know how bad the situation was; if British citizens were in danger; if they had been displaced etc, and this would have taken hours if we had to send someone from Malaga," says Jones.

Hands-on

The British Consulate wants to be more "hands-on" and not solely about "deaths, detentions and hospitalisations" although this is still a major part of their work. Last year, the British Consular Services formed partnerships with Age Concern España and Age UK and enhanced their long-term partnership with the Royal British Legion. "These associations have been a big part of us being able to help real people," confirms Jones. "One of the key concerns for British expats living here over the last year has been the exchange rate with the pound. Age Concern España provides specialist information and advice for British people over the age of 50 so they have been extremely important helping retired pensioners that are living on less money than expected," says Jones. "Working together, the Consulate and Age Concern are usually able to point people in the right direction for the help they need."

"There's also a Royal British Legion Country Welfare Officer based at the British Consulate in Malaga. The partnership has been a great success, resulting in a more holistic approach to solving complex cases which include helping people to access services and benefits available to them in Spain."

Steve Jones has recruited an extra two people for the Pensions, Benefits and Healthcare Department. "It's a busy, hard working department that has access to people's records back in Britain. Pensions, benefits and healthcare are three things affecting a lot of British people in our region at the moment. The systems here are different so we're here to explain and advise people about they are entitled to, and what they're not, when living in Spain," he says.

As part of their on-going drive to inform and interact with the public, the Pensions, Benefits and Healthcare Team hold open events in different areas. "We've been all over Andalucía and we've spoken to more than 2,000 people," says Jones proudly. Alongside their own flagship events, the British Consulate also holds meetings with smaller associations, like book clubs. "This works very well in more rural areas and is another way we can get to the people who need us."

Health Insurance Card

One of the matters currently being addressed concerns the issuing of the European Health Insurance Card (EHIC). UK State Pensioners who live in Spain and who are eligible for healthcare under the E121, are now receiving a letter and an application form from the Department of Health as the UK will be reponsible for this, not the INSS ('Instituto Nacional de la Seguridad Social'). The Pensions, Benefit and Healthcare team advise that if you return your completed form by the end of March, you should receive your card before the new European Regulations come into force. The team are keen to point out that the EHIC does not replace the E121 in Spain as it is only valid for necessary treatment while you are abroad, including in the UK. "These are important issues and we want to address them as best we can," explains Jones.

"I want the public to perceive us as being approachable and accessible," he adds. "I'm looking forward to continuing, and expanding on, the great work the team has done so far over the last year."