We help people to find a way forward …. Our impact in 2016-17
We are part of the Citizens Advice service We are one of over 300 independent local charities that make up the Citizens Advice network The national picture... 2,900 36 million 2 in every 3 6.2 million 2.7 million locations where we visits to our website clients have their people helped face issues dealt with provide free, to get advice problem solved to face, by phone, directly confidential advice email or webchat
Key facts about Citizens Advice Rushmoor in 2016/17 6 121 25191 8516 locations where we volunteers advice issues dealt clients advised provide free and impartial with directly directly advice across Rushmoor 4 in 5 2 in every 3 90% 95% clients said advice clients have their reported of our clients improved their lives, problem solved satisfaction with say they would including reducing stress the overall service recommend us and improving finances
Anyone can have a problem Problems have the capacity to affect other aspects of people’s lives, and the state should a situation escalate. Nearly 3 in 4 Citizens Advice clients experienced negative impacts as a result of their problems: Nearly 1 in 3 1 in 10 2 in 3 Over 1 in 5 Nearly 1 in 5 Nearly 1 in 3 had less money struggled to felt Had had difficulties felt their or escalating keep their job stressed, difficulties in in relationships physical health financial or find a job depressed relationships with other had got worse difficulties or with other people anxious people Trusted help and support isn’t always readily available. Sometimes people might not have informed or connected friends or family, or be able to afford to pay for advice.
We work with some of those most in need We’re here to help everyone who needs us, but we also support people most in need. Local Citizens Advice reach 4.4% of any local population - this rises to 9% in areas of deprivation. Areas of deprivation in Rushmoor … Where your clients are coming from...
We work with some of those most in need Our clients fit the national profile for age, gender and ethnicity . But they do differ from the average in some important ways: 62% Our clients are less likely 38% to be in employment Our clients are more likely to be disabled or have a 39% 21% long term health problem Our clients are less likely 64% to own their own homes 26% Citizens Advice clients Total population
We work with some of those most in need Local Citizens Advice clients are almost five times as likely to live on a low income than an average member of the England and Wales population. This could lead to not having enough money to eat healthily, maintain adequate accommodation and fully participate in society. Enabling these individuals to make material differences to their lives helps mitigate social inequalities that can lead to health inequalities.
Client Case Study “I’d been privately renting for a few months when my landlord said he wanted six months rent in advance. This was to cover the fees he was going to be charged for switching letting agents. He said if I did not pay he would evict me and my children. I became depressed about my situation so I went to Citizens Advice. I saw an adviser who informed me about my legal rights and responsibilities. I had such a feeling of relief and empowerment that someone was there to help. This enabled me to write to my landlord and as a result the fees were dropped. Thanks to Citizens Advice I was able to stay in my home.”
We help people find a way forward Making Society Fair Everything we do shares this aim.
Why is our advice unique? We provide impartial, Our advice services We understand the confidential and non- can be accessed in complexity of issues that judgmental advice to different ways affect people’s lives everyone on any topic We provide the We understand We help redress the right level of advice that experiencing power balance and support to a problem affects resolve problems self-confidence
Our key evidence Our impact statistics are from our Citizens Advice Outcomes and Impact Research The sample was Which we This creates a A sample of representative of: can then microcosm of over 2,700 Issue apply to all the service clients Demographics local Citizens surveyed Level of help Advice Advice Channel This is the most robust evidence to date of the effectiveness of our services - and that they really work.
Our key evidence It’s not always possible to solve every problem Our research – which followed-up with clients 3-5 months after they received advice - enables us to understand the challenges people can face in resolving their problem. We undertake Only 1 in 7 There are often Often problems policy research clients reported systemic barriers need more that their with policies and and campaign for time to be changes to solve problem was practices that sorted out. societal problems . not sorted out prevent problem resolution
The impact of our advice: we change lives Before Advice After Advice
Debt advice 2 in every 3 Having manageable finances is clients will have their debt vital, but people can often problem solved struggle with financial commitments. 150 clients successfully rescheduled £378,605 debt - an average of When problematic debt escalates, £2,520 per client the problems are more than financial and the impact on mental 108 clients wrote off £1,187,835 well-being is severe. debt an average of £11,000 per client We play a vital role in ensuring people pay their priority bills first (such as rent, £6,105,378 626 clients council tax and fuel payments), stopping with 1686 estimated in escalation and stabilising people’s total value of debt problems finances now and in the future. client debts
Benefits and tax credits advice 1172 clients gain a new The welfare system is essential, but award or an increase to also complex. It isn’t always clear their benefit worth a total of when or how to manage a claim - £7,265,101 , an average of particularly as the system is £6,170 per client (per year) changing under welfare reform. 2,516 clients 362 clients successfully with 7904 claim one-off awards, or other outcomes, for back benefit or tax credit payments worth £720,985 , problems an average of £1,990 per client 2 in every 3 Maximising income can form part of how we help clients who come to us about other problems. It clients will have their helps reduce financial difficulty, promote inclusion benefit or tax credit and benefits the economy. If people can get on with problem solved their lives, this may prevent the need for more critical and costly state intervention.
Housing advice Problems can arise regardless of 1120 clients with housing type. 2361 housing issues Including 79 with Our knowledge of legal rights and possession orders local processes is vital, especially in 95 threatened with helping to formally or informally homelessness and de-escalate situations where 60 actually homeless someone might lose their home. Being made homeless has a devastating impact and the state 2 in every 3 often has to step in - through local clients will have authority funded temporary their housing accommodation or as social problem services - to an estimated cost of solved £24,000-30,000 per person.
Employment advice People need to be in work that is safe and secure in order to maintain housing payments, afford 1090 clients to live and support their families. with 2343 employment It can affect an individual’s ability to problems get on with their job, leading to a lack of productivity at work and potentially time off due to work-related stress. 2 in every 3 clients will have People come to us for a range of their issues – if these had been employment mismanaged they can lead to a problem deterioration of the employer- solved employee relationship, potentially leading to unemployment .
Consumer & finance Consumer issues can affect anyone - they leave people out of pocket, affecting household finances, especially where resources are tight. 30% of clients 2667* had a financial clients with There is often a lack of knowledge gain, worth a total 4614 issues of £547,268 about consumer rights and responsibilities, which we help counter. We have unparalleled wealth of 1 in 2 information about the problems clients will have consumers have, and share our their consumer insight with bodies such as problem sorted Trading Standards. *Includes Pension Wise Service
Advice on everything else 2629 clients Our of our greatest with 4732 other strengths as a service is the problems affecting flexibility to deal with most their lives – such as issues that come through relationships, our door. immigration, health, education and tax. There is significant value to 84% of clients society in ensuring everyone reported an has access to free and improved understanding of independent advice, about their rights and any issue at any time. responsibilities.
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