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Guidance for local authorities on how to establish and run arrival hubs.

First published:
13 July 2022
Last updated:

Overarching concept

A network of Arrival Hubs and initial accommodation have been established in Wales to support the arrival of people from Ukraine under the Super Sponsor Scheme. They must also support people travelling to private sponsors and families. 

Arrival Hubs will support the flow of people coming to initial accommodation in Wales. People may arrive in Wales and want to travel to other locations in Scotland, Northern Ireland and England. Arrival Hubs should liaise with their equivalents in other Nations to support people travelling there.

The main role of Arrival Hubs is to support the acute health and welfare needs of travellers and to facilitate their onward travel plans. Arrival Hubs should be highly visible, staffed during busy periods with an on‑call night service. The functions of Arrival Hubs should include:

  • the provision of an area for private conversations, rest, refreshments
  • access to power, toilets and baby changing facilities
  • provision of emergency overnight accommodation
  • access to communications (phones/WiFi)
  • distribution of SIM cards
  • access to interpreter services
  • support for acute health & welfare needs
  • signposting people to immigration advice
  • links with local travel operators for support on onward travel

Local authorities are best placed to lead on establishing and managing Arrival Hubs in their areas.  They will have support from delivery partners including the Welsh Government, Local Resilience Forums, transport providers and volunteer organisations. 

Local authorities have established Arrival Hubs at the following key transport points:    

Local authority

Transport point

Anglesey County Council

Holyhead Port

Pembrokeshire County Council

Fishguard Port

Pembroke Dock

Vale of Glamorgan County Council

Cardiff Airport

Cardiff County Council

Cardiff Central Railway Station

Wrexham County Council

Wrexham General Railway Station

Other transport points across the UK should help people who want to come to Wales by signposting them to information. Arrival Hubs should support the movement of vulnerable people if they be unable to travel unaided.

Contact details

The Contact Centre operates a helpline and tracking service from 09:00 to 17:00, Monday to Friday.

Inside the UK: 0808 175 1508

Outside the UK: +44(0) 20 4542 5671

The helpline includes access to translator services.

Contact details for Contact Centre and Arrival Hubs in Wales:




Contact centre and helpline

UK telephone: 0808 175 1508

Outside UK: +44(0) 20 4542 5671

Open 09:00 to 17:00 hrs.

Arrival hub: Wrexham General Railways Station


Working hours: 01978 315437

Out of hours: 07825043503

Working hours: 07717881459

Out of hours: 07540668547

Arrival hub: Cardiff Airport

Emergency accommodation Ty Iolo hostel email:

Out of hours: 01446 774 634

During office hours Contact Centre accessed via:

Working hours: 01446 700 111

Lead officer: Kate Hollinshead:

Working hours: 01446 709 774

Arrival Hub: Pembroke Dock

Arrival Hub: Fishguard Port

Arrival Hub Duty Team:

Working hours: 01437 775 400

Community support for refugees and sponsors:

Office hours: 01437 776 301

Contact Centre

Working hours: 01437 764551

Out of hours: 03456 015 522

Arrival Hub: Cardiff Central

Ukrainian arrivals lead: 07894 327112

Arrival Hub: Holyhead Port

Elliw Llyr Service Manager Housing, Strategy, Commissioning and Policy

Working hours: 01248 752137

Yasmin K Jones Refugee Resettlement Programmes Coordinator:

Out of hours: 01248 353551