Paul BrightChief Executive

A bit about me!

About us ★ National Charity “Citizens Advice”

★ 300 independent charities who “buy” the brand

★ Collectively we help 1.5m people a year (23k are discrimination cases)

★ In Hampshire we have 220 paid staff and 1,000 volunteers

About us Last year a total of 56,912 people

living in Hampshire and

the Isle of Wight received help from Citizens

Advice

Client profile

Below the poverty line?

The majority of the advice we give relates to problems associated with social determinants of health. In the last year clients were advised on the following problems by Citizens Advice:

★ Benefits & tax credits 18,835

clients★ Debt 8,795 clients★ Employment 7,366 clients★ Housing 8,098 clients★ Research has shown that 2 out

of 3 of clients’ problems are resolved following advice.

Health profile

17,748 (31%) clients were recorded as disabled or with long term health problems. The actual number will be higher, taking into account those

whose disability/ health status was not recorded.

Outcomes★ We estimate that the value of one off benefit gains to our

clients was £7,125,545 in a year and that the ongoing benefits gains value to our clients was £51,697,216

★ The average ongoing annual benefit gain per client was £908.37 where known (one off visits/no follow up)

★ An estimated 2,990 clients had one or more debt repayments successfully rescheduled, to make their outgoings more manageable and 967 clients had one or more debts written off - through bankruptcy, debt relief order, or otherwise

Discrimination

Over the last year 2,044 clients have reported discrimination to CITIZENS ADVICE in Hampshire and the IOW. That is 9 every working day.

Other issues included:

● Sex/Gender (37)● Sexual orientation (21)● Disability (12)● Race (14)● Gender Based Violence

(26)

Discrimination

Specific projects

★ Macmillan cancer advice service★ Healthwatch information/advice service★ Gamble Support Service★ Independent Hate Crime reporting centres★ Restorative Justice★ Health and Wellbeing★ Mental health

We’ll help you find a way forward, whatever your problem.

You’ll get the level of support you need.

Our service will feel joined up.

You know that we’ll speak up for you.

You won’t struggle to get help from us.

Our Ambition

Bailiffs at the door - went online and found really helpful tactical advice on how to stop them getting in.

An adviser was available via messenger to talk her through what to say and give her confidence.

Once the bailiffs left the adviser suggested she get help from a specialist debt adviser

They discussed the type of session that would suit her best.

She works and has children so wanted to continue online, but she booked an evening session once her kids were asleep

She got a an email with forms and instructions on how to upload the docs

She got whatsapp reminder a few days before her session

The initial casenotes meant the adviser can help her apply for a debt relief order quickly

The adviser books her in for a financial capability session

A modern joined up service

Challenges

★ Austerity - funding misconceptions★ Softening of Partnership work★ “Charities” do not act as you might expect★ Changing needs - changing technology

Questions