Who do you help?
It's mainly EU institutions staff, but we are open to anyone coming here; working for an international company, as a journalist, a lobbyist and so on.
What are the most common mistakes that new arrivals in Brussels make?
One is signing your rental contract too quickly, without knowing the law. The trap is to sign the standard nine-year lease when you only plan to stay in Brussels for two years. In that case you'll pay a penalty at the end. That is a big mistake that we see a lot of the time. We check the lease, explain the rules and the law, how to break the contract, how to get back your deposit, and how to deal with any dispute with the landlord. We do not act as a lawyer but we can guide and give a lot of advice.
The other mistake is to forget to bring important documents with you, or not getting them legally translated and certified. Trying to get paperwork from your home country afterwards costs a lot of time and money. There are 19 different communes in Brussels and the system for registering and getting a residence permit is not always the same. They're not supposed to speak English, which doesn't help. We intervene very often in this kind of process.
Is it just for people who are new in town?
We have people contacting us for any problem they face. You could get a fine for your car that you don't understand, or have a problem with your children's school. You might want to know how to get Belgian nationality. Even before the EU referendum in the UK we had people asking this question.
You must get all sorts of other questions?
We get questions relating to any matter, from how to import your car to finding a school and the social security system. We had someone who wanted to find out how to bring their cat with them to Brussels – so, yes, it can be very specific.
Do you see a big influx on new arrivals at certain times of the year?
For interns it's mainly September/October and February/March. For other staff it's really throughout the year. We do have rush periods, such as for the income tax return. We know that during May/June we will face several questions every day.
You help fix people's problems. But can you help prevent them in the first place?
People often try something themselves, and it's at the end that we attempt to solve the problem. It's sad because often it's gone too far. That's why we try to help people in advance, so they can avoid these problems – by knowing the situation, knowing the rules, knowing the law. That's what we do here: taking our time to explain.
How can people contact you?
We are easily reachable by phone. You can book an appointment to come and see us. Sometimes people just pop in, but as we are a small team, we recommend an appointment. And there are many questions that we deal with by email before people arrive in Brussels. We can give a lot of information by email. We speak English, French and Dutch – and the service is free and independent.
The Expat Welcome Desk reopens after a summer break on 16 August. Call 02.430.66.00, email firstname.lastname@example.org or arrange an appointment at 63 Avenue d'Auderghem in the EU district
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