The Citizens Advice service

Every CAB is a registered charity

• We provide the advice people need for the problems they face

• Accessible to all, in person, on line and by telephone

• Targeted services for hard to reach groups

• Our advice is free, independent, confidential and impartial.

• We value diversity, promote equality and challenge discrimination.

Advice Provision

Reaching more people in 2011/12

6.9 million

2 million

13.4 million

advice issues dealt with in UK

individual clients advised

visits to our self-help website www.adviceguide.org.uk

Over 3,500 locations

Citizens Advice in Hampshire• In Hampshire & Southampton there are 24

main bureau and 26 outreaches

• Citizens Advice Bureaux help solve problems by providing advice and influencing policymakers.

• Hampshire and Southampton CABx assisted 63,000 people in 2011/12

• Total of 235,000 issues covered,

• 4722 consumer goods and services enquiries

• 2958 utilities enquiries

Changing lives –

97% of people have heard of the Citizens Advice service (BMRB, 2009)

41% of people say they have used a Citizens Advice Bureau at some point in their lives (BMRB,

2009)

96% client satisfaction (Citizens Advice, Bureau characteristics survey 2010/11)

Rated 1st of 22 national charities on being helpful, approachable, professional,

informative, effective, reputable and accountable (nfpSynergy Brand Attributes survey, 2010)

Contribution of volunteers

Of the 28,500 people who work across theCitizens Advice service, 21,500 arevolunteers.

Trained volunteers perform a wide

variety of roles from givingadvice to fundraising, IT,administration, publicity,campaigning and trusteeship.

Online advice 24 hours a day

www.adviceguide.org.uk“An amazing amount of information on one website. A great self-help service.”

Advice process – client journey

Access by phone, email, face to face, websiteInformation in reception areas – self helpGateway interviews – triage process information, signpostingFull advice interviewCaseworkAdvocacyRepresentation

Common standards but different local service delivery

• National membership requirements and Quality of Advice Audits

• Varying funding levels for local bureaux from district and borough councils

• Locally resourced bureau projects to meet local needs: e.g. Royal British Legion, Housing Associations, Financial Inclusion and Capability, Mental Health, Fuel Poverty

Citizens Advice Hampshire

• Consortium of Hampshire CABx and the unitary authorities

• HCC funding for training and specialist support for volunteers, plus consortium development work

• Enables co-ordination and collaboration between the local bureaux and partnership working with statutory authorities

Current service challenges

Charity status, not part of government or councils

Funding cuts to local bureauxCommissioning of servicesChanges to service delivery – modernisation,

new technology, accessibilityConsumer advice changes at national level

has not brought funding to local bureaux (yet!)

Campaigning for changeCitizens Advice Bureaux help solve problems byproviding advice and influencing policymakers.

We estimate that our policy work positivelyimpacted on 6.8 million people in 2010/11.• Collecting anonymous evidence from client

cases to effect change for whole community, not just CAB clients.

• Used locally and sent to national HQ for media campaigns, evidence reports, responses to consultations and briefings on Bills.

• Leading All Party Parliamentary Group on Debt.

Follow us online

www.citizensadvicehampshire.org

www.citizensadvice.org.uk