Our Value to society: The impact of Citizens Advice in Torridge
We help people find a way forward Providing free, independent, confidential and impartial advice to everyone on their rights and responsibilities Advice and education: We provide integrated advice to solve individuals’ problems. We help people find a way forward, and develop the skills to prevent a similar scenario arising again. We are regulated by the Financial Conduct Authority and accredited by the Advice Quality Standard’s framework. Research and campaigns: We use our data to understand the impact of policy and regulation, and campaign for changes to solve collective problems. So, one way or another, we’re helping everyone - not just those we support directly. How we work: We also create benefit to society through the way we deliver our services. This covers the social value of working with 29 volunteers across Torridge, our role in this community and the benefits of being part of a national network.
Our financial benefit to Torridge 2015/16 2016/17 £909,391 £1.1 mil Benefits of Income Income gain: Maximisation: Benefits and Tax Credit award Benefits for individuals’ families, Benefit and Tax Credit increase contributing to local communities Charitable Payment Reduces financial difficulties Successful appeals Promotes inclusion Energy best deals Benefits the local economy Tax
2015/16 5,238 52% 2,438 issues of advice clients dealt given face supported with to face 41 70% 4,581 2,547 evidence of advice issues of clients forms given face dealt supported created to face with (>doubled) 2016/17
What advice do Torridge residents need? 19% Benefits & Tax Credits Debt 5% Employment 7% 56% Housing 13% Other
Recent trends 5% Up 8% 19% increase in clients People we Decrease in supported by our support who Council Tax Torridge offices are registered arrears disabled 23% 13% 51% Decrease in Increase in issues around Increase in issues clients requiring unsecured with Welfare specialist advice personal loan Benefits and casework debt Direct comparisons of 2015/16 and 2016/17 full reports
Giving Torridge residents a voice 3 2 2 Benefits & Tax Credits Housing Debt 9 Utilities and Communication 25 Other In 2016/17, we have generated 41 evidence forms in Torridge , more than double the amount compared to the same period in 2015/16. The issues raised included Homelessness, Housing Benefit, Job Seekers Allowance and Court Fines
What do we spend the funding on? Our funding from Torridge District Council makes a significant contribution to the following Rent for the The recruitment, Maintaining our Bideford, Holsworthy training and Adviceline and and Torrington development of our developing other offices and utility volunteers digital services costs Citizens Advice Maintenance of I.T membership fee, Volunteer expenses and office which includes and contribution to equipment, insurance and overheads stationary and quality of advice communication costs auditing
Wellbeing benefits After clients come to see us… 1 in 2 Nearly 1 in 4 4 in 5 had more money had a more Felt less stressed, or control over secure housing depressed or their finances situation anxious Nearly 1 in 2 1 in 5 Nearly 1 in 5 felt their physical had better found it easier to health had relationships with do their job or improved other people find a job Citizens Advice outcomes and impact research, 2015 99% of TNMWD clients would recommend our local advice services
We benefit everyone: our value is shared across society Our value to society in 2016/17 For every £1 invested in our organisation (TNM&WD Citizens Advice) we generate at least: £16.33 in benefits to £23.11 in public value £2.67 in fiscal benefits individuals Wider economic and Saving to Value to our clients social benefits government Reduction in health Improvements in Income gained through service demand, local participation and benefits, debts written authority homelessness productivity for off and consumer services and out-of- problems resolved. clients and work benefits for clients volunteers. and volunteers.
Value to you, our Local Authority We can supply you with We create additional value and the most accurate picture can measure our success by: of what is going on in your local area via our statistics and client profile Reducing cases of homelessness and • information helping to support demand to housing services We are keen to work Helping clients negotiate local • more closely with your processes, such as welfare reform Council for the benefit of changes. our clients through means of contracts Helping local authority rent and council • tax arrears to be paid and rescheduled, reducing the associated administrative costs.
“Everything was falling apart. Citizens Advice helped me get back on track” A young pregnant woman who was periodically hospitalised due to domestic abuse was left unable to claim benefits for almost four months. The client, who had been left unable to work full time due to back issues and mental health problems had been receiving Job Seekers Allowance (JSA) to help her find some part time work to support her daily living. She was advised by another agency to instead apply for Employment Support Allowance (ESA), a benefit that supports those unable to work due to illness or disability. When she applied for ESA, she was turned down by DWP who said she did not have the right to reside in the UK despite receiving a letter from them saying she did in relation to JSA. Despite calls to DWP they still claimed she was not eligible. Her child was due in seven weeks and she was facing eviction from her home, where she slept in a single bed with her mother. We were determined to ensure she was correctly supported, knowing that she did indeed have a right to reside in the UK. After multiple appointments with our advisers, the client was supported through the Mandatory Reconsideration and Appeals process, which saw her represented at a Tribunal. Our efforts secured her £2,798.10 in back payments and an additional £102.15 per week (£5,311.80 per annum) which will help to support her and her baby for the foreseeable future. Torridge, North, Mid and West Devon Citizens Advice January 2017
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