Impact Report 2022/23
Independent advice Confidential Accredited Quality assured Free
Norfolk Citizens Advice A local charity for the whole community
Norfolk Citizens Advice meets the Advice Quality Standard.
Contents Introduction from our Chair of Trustees A Word from our Chief Executive Officer Who we are
Our Guiding Principles How we work Equality, Diversity and Inclusion Research & Campaigns Where you can find us We are the trusted front door
Our Statistics Our clients in 2022/23 Trends of 2022/23 Profile of Issues Our Service in Numbers Our Impact
Our People Our Volunteers In Our Clients' Words Client Stories
Districts VCSE Collaboration Social Prescribing Addressing Hardship and Crisis Our Digital Advice Team Accessing Online Information Our Funders
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An Introduction
from our Chair of Trustees David Browne
Dear Friends and Partners, As the Chair of Trustees for Norfolk Citizens Advice, I'm pleased to introduce our Impact Report for the year 2022-2023. This year brought ever greater challenges to people across Norfolk , but our team has stepped up admirably. Our mission to provide free, impartial, confidential advice to everyone has never been more relevant. Our staff and volunteers have worked tirelessly to help as many people as possible to access to the high quality advice they need. The dedication and commitment they've shown are a testament to the importance of our work in Norfolk communities. Looking to the future, we remain committed to supporting everyone who comes to us for help, and to those wonderful people who join our organisation and keep the Norfolk Citizens Advice service going into its 85th year. I hope this report provides you with a picture of that commitment and the positive impact our work has across the county.
Yours,
David Browne Chair of Trustees
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A Word from our
Chief Executive Officer Mark Hitchcock
I am delighted to present the Norfolk Citizens Advice Impact Report for 2022-23. It really demonstrates the incredible contribution of our exceptional volunteers and staff across the county in the past year. Their unwavering commitment has been nothing short of extraordinary, as they tirelessly cater to an everincreasing demand for our services across Norfolk. The growing demand for our assistance is a testament to the essential role that the Citizens Advice service plays in the lives of countless individuals and families. As the challenges facing our communities continue to mount, so too does the trust and reliance placed upon our high-quality and committed advisors. Throughout this report, you will witness the profound impact of our volunteers and staff as they rise to meet the wide range of needs of those in distress. Despite the mounting pressure, their compassion and expertise have never wavered, ensuring that as many people can be assisted to find a way forward. The stories shared within these pages bear witness to the challenges faced by our clients. Financial hardships, housing insecurities, employment uncertainties, relationship breakdowns - these are the battles fought daily by the people we serve. And all these issues contribute to health issues for our clients, the people they care for and their families. As ever, I extend my profound thanks to our dedicated teams, to our partners, to our funders and donors. Together, we offer vital support and guidance to those in need and play a key role in strengthening Norfolk communities.
Yours,
Mark Hitchcock CEO
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Who we are Norfolk Citizens Advice is an independent charity and a part of the Citizens Advice network across England and Wales. We provide free, confidential, accredited and impartial advice to the whole of the public in person at our offices and outreach centres as well as over the phone, by web chat and email.
Our goal is to help everyone find a way forward, whatever problem they face. Some of the problems we can assist with include managing debt or household bills, understanding rights at work, housing issues, claiming benefits, employment law and much more. We also offer practical support such as help with filling forms, writing letters or negotiating with third parties.
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Our Guiding Principles To support our people in the delivery of our service.
Their professionalism, health and wellbeing are critical to our service.
To deliver the high quality of free advice and easy referral opportunities.
To advocate locally and nationally for our clients.
To improve everyone's access to advice.
To welcome any individual with any issue.
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How we work We help the people of Norfolk to preserve health and work for the relief of poverty, sickness and distress. We help tackle the "social determinants of health". These are factors outside of medical conditions that affect our health. For example, stress from debt or housing problems can lead to mental and physical health issues, or if someone's income is low they might not be able to afford healthy food or to heat their house adequately. Our guidance helps people navigate these complex problems and empowers them to take control of their lives which greatly contributes to mental wellbeing. By resolving the nonmedical issues that people face, we help to improve the overall health of people in Norfolk.
John's Story John* is a single, self-employed man in his 50’s, with limited digital skills and a reliance on prescription medication.
ag
e*
We have changed John’s name but his story shows how social determinants directly impact mental and physical health.
e F il
im
2018 In 2018, John lost a key source of income and this
placed a strain on his family relationships. We helped him speak to a solicitor to handle a legal challenge to help his financial situation.
2019 He returned to us in 2019 for help in addressing repairs to his council house which was
causing a great deal of anxiety. Our colleagues in Shelter advised John and we assisted with formal correspondence to the council.
Later that year, John’s financial difficulties had worsened again and led him to seek a food voucher. John really didn't want support from social services, but our advisor helped him to gain this key vital support. It was growing clear that John was socially isolated and we encouraged him to contact some local groups which may be of interest to him.
2020
In 2020, he returned needing help with another legal query and we secured Legal Aid support. He also reported feelings of persecution and showed high anxiety levels. Our advisor was very concerned and helped make formal contact with John’s GP to find mental health support.
2021 John returned in 2021 with new issues but was so unsettled that he was unable to complete
the interview with our advisor. He returned several times over the next year but his distress had increased into delusional behaviour and he had become a safety risk to himself and others. This led to a referral to local police and clinical care for mental health support.
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*The client mentioned on this page has been anonymised for their protection.
Equality, Diversity and Inclusion Equality, diversity and inclusion (EDI) are at the centre of what we do. We believe we are all equal through our common humanity and we have a duty to support each other. Our employees rely on this shared ethical and moral code; we live our values well and they serve as a unifying thread that runs through our organisation. We value and embrace the diversity of our clients, staff and volunteers and we work to eliminate discrimination. We understand that culture and society is always evolving and we work to change alongside it.
Future of Advice EDI goals
Our EDI Trustee, Mary Anne Massey (above), assists us in continually reflecting on our values as society changes in order to maintain our high standards.
Our advice services will be accessible and relevant to all our diverse clients whose experiences and outcomes will be more positive. Our technology will respond to user needs and will improve access to our services, including face to face. Our culture will be more inclusive and we will continue to make our whole service more diverse with better equality of opportunity for all. In terms of sustainability, our service will be designed and costed, taking account of the needs of those facing disadvantage, detriment or harm. Our advocacy services will speak up for hose who face intense disadvantage, detriment or harm to their wellbeing and we will improve how we identify and consider those needs.
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Research & Campaigns As a service, we hold a huge amount of insight and data about the problems our clients and their wider communities face. We can use this insight and data to do several things
to help us research issues further to influence decision-makers to change policies and practices to campaign to get decision-makers to change policies and practices
In response to the Cost-of-Living Crisis... On January 17th our CEO Mark Hitchcock attended parliament alongside representatives from the Norfolk Community Advice Network (NCAN) partners to discuss immediate action to tackle the rising cost of living crisis.
We asked for the following:
Increased benefits in line with inflation so that they keep pace with the true cost of living.
Increased National living wage to the Real Living Wage (£10.90 an hour outside London), payable to all regardless of age.
Greatly reduced process times so claimants are not left without benefits for prolonged periods.
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Where you can find us Helping Hands, Hunstanton
Offices
YBS Cromer Foodbank
Outreaches
Cromer
Holt
North Norfolk
Fakenham YBS
King's Lynn Foodbank
Aylsham Foodbank
Breckland District Council
King's Lynn Swan Youth Project
YBS Iceni Centre
Downham Market Foodbank
Stalham Foodbank
Broadland Great Yarmouth
Dereham Breckland
Norwich
Watton Foodbank
King's Lynn and West Norfolk
North Walsham
South Norfolk
Great Yarmouth
YBS MESH office Gorleston James Paget Hospital
Attleborough Foodbank
Attleborough
Norwich Foodbanks Witard Road (Heartsease) St Catherine's Church Oak Grove (Catton) Alive! Church (Nelson Street) Norwich Central Baptist Church The Chatry (City) (NCBC) New Hope (Lakenham) St Elizabeth's (Earlham) Mile Cross Bowthorpe Church Centre
The Feed Norfolk & Norwich Hospital UEA Norwich City Council OneNorwich Practices Yorkshire Building Society (YBS)
Offices
Outreaches
Attleborough
Helping Hands, Hunstanton
Norfolk & Norwich Hospital
Dereham
King's Lynn Foodbank
University of East Anglia
Swan Youth Project
Norwich City Council
Fakenham
Downham Market Foodbank
OneNorwich Practices
Great Yarmouth
Iceni Centre
MESH Office (Great Yarmouth)
Breckland District Council
Gorleston
Holt
Watton Foodbank
James Paget Hospital
King's Lynn
Attleborough Foodbank
Yorkshire Building Society (YBS) Norwich
Cromer Foodbank
YBS Great Yarmouth
North Walsham
Aylsham Foodbank
YBS Swaffham
Norwich
Stalham Foodbank
YBS King's Lynn
Norwich Foodbanks
YBS cromer
The Feed (Norwich)
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We are the trusted front door Citizens Advice has been a trusted community service since its inception in 1939. Born on the cusp of the Second World War, its initial goal was to provide essential, confidential advice to those grappling with the war's upheaval. Over the years, it has grown into a beacon of guidance, helping individuals navigate the challenges of modern life.
Citizens Advice stands as an accessible front door to services and systems that can seem impossible to navigate or unsympathetic. Whether it's the maze of housing laws, the complexities of welfare benefits, or the world of consumer rights, Citizens Advice has acted as a trusted guide, making these systems comprehensible to everyone, no matter their circumstances. This trust hasn't been won overnight; it's the result of a consistent, community-driven service. Citizens Advice reaches into the heart of local communities, combining professional expertise with volunteer dedication and genuine compassion. The inclusive approach means anyone can define the issues they face and define the kind of outcomes that they would like. Treating each client holistically brings amazing results. A holistic approach looks at the whole person, not just one problem. By understanding everything that is going on in someone's life, our advisors identify solutions that find sustainable and effective outcomes in the long-term.
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By holding fast to its core values and adapting to societal shifts, Citizens Advice continues to be a vital lifeline for many, symbolising a steadfast and essential component of community life in the UK.
Our Clients in 2022/23 15-19 20-24 25-29 30-34 35-39
Male 42%
40-44
14,520 clients
45-49 50-54 55-59
Female 60-64 58% 65-69 70-74 75-79 80-84 85-89 90+ 0%
1% 2% 3% 4%
5%
6% 7% 8% 9%
10%
44% of our clients disclosed that they have a long-term health condition.
Around 10% of clients disclosed that they have a disability.
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Trends of 2022/23 In the 45% increase in debt issues, we saw..
+65%
+51%
increase in fuel debt
increase in the need for debt assessments
+37%
+28%
increase in the need for debt relief orders
increase in bankruptcies
Additionally, we tracked....
+52%
increase in consumer goods and services issues
+12%
increase in relationship and family issues
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+34%
increase in rent arrears
Profile of Issues +149%
+45%
utility and energy issues compared to 21/22
debt issues compared to 21/22
Charitable Support & Charitable Su… Food Banks Consumer Consumer 1,589 issues
Financial Services Financi… 973 issues (2.3%)
Housing Housing 3,431 issues
2,723 issues (6.5%)
(8.1%)
(3.5%)
GVA & Hate Crime 186 issues (0.4%)
Trans…
Transport 578 issues (1.4%) Health & Community Care 136 issues (0.3%)
Universal CreditCr… Universal 2,092 issues (4.9%)
Health…
Debt Debt
Benefits
10,475 issues (24.8%)
Education 136 issues (0.3%)
7,391 issues (17.5%)
Immi…
Legal
Legal
1,475 issues (3.5%)
Utilities
Relationships
4,900 issues (11.6%)
Relationships 2,325 issues (5.5%)
Employment Employment 2,010 issues (4.8%)
Immigration & Asylum 554 issues (1.3%)
Tax Oth…
Other 309 issues (0.7%)
Tax 284 issues (0.7%)
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Our Service in Numbers
32,172
issues reported by clients
13,070
39,402
cases opened by advisors
activities taken by advisors
We bring a financial gain of £6.79 to every £1 invested for the people we help.
£1,961,343
income gained for our clients
Highlights of our impact: 55% of debt clients with stress, depression and anxiety had seen a health professional but reported having to see health professionals less often as a result of advice.
69% of the affected population report finding it
£1,110,326 debt written off
easier to manage everyday life as a result of advice.
6,658 clients were helped and subsequently required less support from GPs.
4,609 clients were helped and subsequently achieved improved family relationships.
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£9,582,760
benefits value
Our Impact When we offer assistance, it not only benefits the individual but indirectly supports local commerce, employment, and overall economic health.
Financial Gain
£35,348,009
At an individual level, the advice we provide often translates to tangible monetary benefits. This could be in the form of savings, avoiding undue costs, or securing entitled funds.
in public value.
Debt Relief and Reduction Central to our mission, we aid many of our clients in navigating their financial burdens, reducing their debts and creating manageable repayment strategies.
£17 of public value for every £1 invested
£25,318,967
in public value of improving clients' wellbeing.
Quality of Life Improvements Beyond just financial metrics, our guidance enhances well-being for our clients. This encompasses alleviated stress, better health outcomes, and more harmonious household environments.
£14,212,627
in value to the people we help.
Savings as a result of core advice service.
£2,454,152 for the DWP
£1,408,074
*Figure not including Social Prescribing (see pg24).
for housing associations
£822,276 for the NHS*
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Our People Working for Norfolk Citizens Advice is a fulfilling and impactful career choice. Our advisors are at the forefront of making a tangible, positive difference in people's lives. Whatever the issue, the results of their work are immediately felt by individuals and communities in need. Advisors are provided with continuous training opportunities that enhance their skills and knowledge, contributing to both personal and professional growth. The work environment is one marked by collaboration, respect, and empathy. Colleagues work together in a supportive atmosphere that values diverse perspectives and encourages open communication.
"It's interesting, stimulating work!" - Myra Burgess, North Walsham Adviser
The range of issues handled means that advisors are continually challenged and engaged. The diversity of tasks and subjects ensures an intellectually stimulating workload that never grows stale. Moreover, being part of the service connects you with passionate, dedicated individuals who share a commitment to positive societal impact, enhancing job satisfaction. The unique blend of personal satisfaction, professional development, and the joy of being part of a community focused on positive change makes the Citizens Advice service an ideal place for those looking to combine intellectual challenge with a heartfelt connection to community and social justice.
"Leading clients through the intricate maze of debts and legalities, my experience at Norfolk Citizens Advice has been rich with untiring commitment, resilience and empathy."
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- Marcel Cheek, Money & Debt Department Lead
Our Volunteers As a result of having to close our face to face offices due to the pandemic, our volunteer numbers dipped significantly. We needed to take firm action to get our numbers back up as quickly as possible.
We have had continuous recruitment and training in the past year which, besides being hard work, has been worth the effort. The trainees and teams in our offices throughout the county have done an incredible job at getting our new volunteers qualified as advisers. We now have all our offices open for face-to-face advice as well as providing advice digitally. Going forward, we are continuing to recruit and train new volunteers so that we can increase our office opening hours and expand our digital team.
What does a typical day look like for a volunteer adviser? Let's hear from Christine Hudson, an adviser at our Fakenham Office... There is no such thing as an average day at Fakenham! I try very hard to get there before the clients, not easy when they often turn up before we are open. A coffee and team briefing makes for a good start and a check of the diary to see if there are any appointments. Then onto seeing the clients. I never know what to expect! I think I've heard it all and then someone will prove me wrong. I enjoy the unpredictability of the job; no two cases are the same but getting problems sorted and helping clients to move on is rewarding. Then there are case notes to write up and training to get on with, the latter if time allows. I work in a close team and we support one another, always there for each other with a wealth of experience between us. The kettle is always available and I run better when fully charged with caffeine! The biscuit barrel starts each day full and is a good gauge as to how the day is going. I can't remember the last time I finished on time but it's never an issue.
I can honestly say that I get much more from being an Adviser than I ever imagined! I hope to continue for a lot longer; it keeps me grounded and I am always aware that there are so many people a lot worse off than me, however challenging I might think life is!
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agent was In Our Clients’ "Your extremely approachable, Words knowledgeable & helpful."
Your continued advice has supported me immensely (I had no means and no where else I could go to). You have been the greatest support. Informative, knowledgeable unbiased and a real lifeline in desperate situation. I really do not know what I would have done without your guidance. THANK YOU DWP is a minefield for families like us who suffered a massive change of circumstances. CAB were awesome and I liked that we kept the same advisor through the whole process. You are all angels and we couldn't be more grateful.
You responded really quickly with details of who I needed to contact to fully solve my problem. Amazing service thank you.
The service is excellent. Not sure what I could of done without the service over the years!
"It has given me a direction." I am very thankful that we have a Citizens' Advice to turn to when we don't know where to turn. I am also grateful for the determination of the staff there to assist us in whatever way they can.
"A first Such understanding and help, felt quite relaxed class talking about my problems. service who The reply was very thorough, give honest thoughtful, well written and completely appropriate. I really helpful appreciated the content of the response. Thank you for it. advice." Having worked my entire life, over 40 years, I had never been in a position like the one I found myself in, as soon as I entered your building and was greeted with a warm kind smile, the pain in my chest vanished, your staff are wonderful, I feel we have hope once again, heartfelt thanks to you all. The help I received was absolutely wonderful. I had been suddenly bereaved and didn't know where to start. CAB gave me a great deal of help and advice. Thank you so much. Thank you in very demanding times. Not just me but all you do your people are the most amazing and kind. I really do appreciate you all. The service is excellent. Not sure what I could of done without the service over the years!
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I needed help with benefit fraud and it was really scaring me and when I got in contact with cab they put my mind at ease.
"Very courteous and friendly service."
The gentleman I met was great, he was so knowledgeable and thorough. I left the meeting feeling relieved and happy. Very helpful advice from them plus where to get further help from. Also advised that could get back in touch if needed at any time. So feel supported moving forward.
"Always very helpful and will guide you to the right solutions."
David helped me beyond belief. Thank you so much for this service. It's is so important to so many people that this type of help and understanding is available. Extremely helpful staff, calmed my stress & resolved the problem.
Client Stories Bella* didn’t know what to do – she had always been independent, working to ‘pay her way’ and had never needed to ask for help. She had been directed to us by Great Yarmouth Borough Council after approaching them for assistance with housing.
Bella had been living alone in a private rented property with a full-time job. However, due to the death of a close family member, she had been signed off work for six weeks and was only receiving statutory sick pay. The tenancy agreement for her home was in the sole name of her ex-partner who had left and stopped paying the rent after being served a section 21 notice by the landlord. Bella was then dismissed by her employer. A benefit check showed Bella was able to claim Universal Credit and as she did not have reliable internet access she was supported to register a phone claim. She was provided with a foodbank voucher and directed to where she could get free meals locally. She was also encouraged to return to her GP for continued fit-notes and signposted to other sources of mental health support. Unfortunately, Bella was evicted the night before her Universal Credit appointment as her ex-partner had surrendered the tenancy and the landlord had changed the locks. Luckily, her adviser was able to sensitively explain the situation to the Job Centre staff and she was escorted to the council office for homelessness assistance. Thanks to an advance on her Universal Credit payments, Bella was able to secure temporary accommodation while the local authority undertook relief duties.
With her urgent needs sorted, Bella's adviser continued to support her toward regaining her independence.
Michael* is a single man with schizophrenia. Michael came to one of our foodbank outreaches for help with a Housing Benefit form which he found difficult to complete due to his condition. After being helped with his Housing Benefit form, Michael disclosed that he had previously received a large lump sum after being underpaid benefits, but had run out and needed help claiming the benefits he was entitled to. The Adviser conducted a benefits check with Michael and arranged an appointment at his local Citizens Advice Office to support him in filling in application forms for the appropriate benefits. However, Michael missed the appointment, having forgotten about it until he returned to meet with the food bank Adviser again. The Adviser rebooked his appointment, ensuring that the office would phone Michael the day before to remind him of the appointment. This allowed Michael to attended his appointment and get the help he needed with his application forms.
Outreach Advisers and local Citizens Advice offices work together to ensure Clients who need face-toface support are being seen. *The names mentioned on this page have been anonymised for the clients protection.
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Districts
Great Yarmouth Great Yarmouth Library (pictured) A client called our Great Yarmouth office on the 23rd of November distressed over supporting themselves and their family through the looming festive season. They were living off of foodbank parcels and were unable to top-up their electric pre-pay meter and expressed concern over being unable to provide home comforts and proper meals for their partners daughter who was coming to stay for Christmas. An adviser made sure they had access basic living necessities such as clothes and toiletries and issued them a foodbank voucher. The fuel-voucher usually issued by the Warm & Wise team was incompatible with the client's submeter so they were supported instead with £300 transferred to their account for energy costs.
Our Great Yarmouth Office was awarded team of the year 2022-23 for their outstanding service in the face of adversity. They were also emailed an additional £100 supermarket voucher so they could switch back on their previously empty fridge-freezer ready to be stocked up for Christmas. In case of the need for additional support, an adviser continued to stay in contact with them over the following weeks.
North Norfolk Fakenham, Holt, North Walsham A story from Chances advocate Nicola Rose, A client approached us in December 2022. She had been unemployed for approximately 18 months due to maternity leave and the loss of her second child. She wanted work to support her young family using her skills and experience in the hospitality industry. She couldn’t drive and would rely on public transport to get to other towns in the area for work but she was very willing and proactive with applications.
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She primarily needed support in standing out to employers, finding part time positions in her home town which she could walk to and would work around her family commitments, and to contact employers to state that she was a reliable, proactive and a good employee. We contacted a local restaurant and café in her home town which was hiring for full time positions on the off chance that they might welcome a part time application. The restaurant responded stating they were interested and we sent across her information. By February 2023 she had completed a trial shift and was employed with the restaurant!
North Norfolk was home to our Chances Project which helped people move into or closer to employment.
The client now had work related income and a greater sense of purpose utilising the skills she had learnt in her previous roles. It also meant she didn’t have to worry about extra transport costs and travel, and could work around family commitments. It was a positive employment outcome both for the client and her advocate who felt she had supported a really proactive and willing client into employment.
King's Lynn A client's partner was unable to work due to health issues, leaving the family with two children under 5 years of age with limited savings and no income beyond child benefits. They were initially referred to the Downham Market Food Bank where they were issued a voucher for 4 people to a value of £80 and invited to return for further support.
West Norfolk The client was given our Adviceline number for support claiming Universal Credit and a telephone number for claiming Personal Independent Payment for their partner. They were advised to monitor their partner's condition as it would provide a complete picture of how their partner's injuries affected their life. They also received assistance and support around dealing with energy costs and were given information about where to find local help and support, including free and cheaper clothing. After two appointment sessions with their food bank adviser the client felt more settled and less anxious about finances and benefits. They felt better informed about what was on offer within the local area as well as nationally. They had previously struggled to reach the main office in King's Lynn so they appreciated the local, one-toone approach available at our Downham Market outreach.
South Norfolk and Broadland Our support to South Norfolk and Broadland made a huge difference to residents across the two districts.
We have also supported the formation and success of the Health and Wellbeing Partnerships in both districts:
We helped clients handle almost 6,000 issues in the year through our Help Through Crisis programme, digital teams and our local offices. Over 25% of those issues related to debt but, with our advisors’ support, clients managed to find a way forward. We helped to ensure over£550,000 of debt was written off, improving those clients’ wellbeing and reducing anxiety on their families.
chairing the Hardship workstreams in both districts representing the South Norfolk partnership at the Norwich Place Board co-leading the Resilient and Healthy Communities workstream designing and delivering the hardship innovation workshop to invest the Better Care Fund Our support has been provided as part of a collaborative effort to build a better way of supporting clients across the districts.
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Breckland Dereham, Attleborough A word from Councillor Tristan Ashby,
Executive Member for Health and Communities, Breckland County Council Breckland Council works with trusted partners, not just with the experience to deliver, but with a strong moral fibre for ‘doing what’s right’ - putting the people they serve at the heart of their work. These are the values we see in Norfolk Citizens Advice and we are proud to support their work. 2022 brought the formation of the Integrated Care System and with it, a greater opportunity to embed partnership working within a system of health, local government, the voluntary sector, and communities. NCAB have embraced this and together we have been able to develop innovative solutions to help people holistically, to improve their overall health and wellbeing. NCAB have taken an evidence-based approach to service development and as a result, we have
been able to drill down into the needs of our residents and introduce services to directly meet these needs. The latest development in our partnership will see a fully integrated debt service, provided by NCAB but embedded in Breckland Council teams; taking direct referrals from Council staff and partners to ensure residents are able to get timely support to improve their circumstances; helping with housing needs, welfare and overall, improving lives.
Norwich The Forum, Millennium Plain A foodbank adviser based in Norwich assisted a client who was a student nurse with 3 dependents. They received Universal Credit and Student Finance but had separated from their partner. This meant Student Finance England (‘SFE) changed their Student Finance amount from the highest (around £11,000/year) to the lowest (around £4,000/year) – citing they needed evidence of the Client’s circumstances. Due to this change, the Client was also unable to apply for the NHS bursary. The Adviser encouraged them to seek help from their Student Union, and put together a list of evidence which would be appropriate to send to SFE as proof of their separation. Over the next couple of months, the client kept in touch with the adviser, updating them of their situation and requesting their limited food vouchers periodically to get them through this time. After the Student Union contacted SFE on the client’s behalf, the SFE admitted their mistake and backdated the Client with the correct amount of money. The Client now no longer has a need for the food bank!
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This case shows how a client can successfully keep to the 3 vouchers in 6 months foodbank limit by engaging with support, and using vouchers only when necessary. Additionally, this highlights how difficult some organisations can be for clients to communicate with themselves – as shown by Student Finance England only responding positively after the Student Union contacted them.
VCSE Collaboration
Health improvement in Norfolk is a complex task, and no single organization can achieve it alone.
Good health isn't just about medical care. It's interlinked with other aspects of our lives, such as financial stability and housing. Norfolk Citizens Advice has a rich history of working collaboratively with various local groups and organizations. When we combine our knowledge and resources, we can address a wider variety of issues. By helping someone manage their financial or legal challenges, we can directly reduce their stress, help to rebuild their independence, and positively impact their health.
Collaboration is key.
Jurgen Grotz PhD, UEA (left) with CEO Mark Hitchcock
Expanding our collaboration to include businesses and government entities further enhances our capacity to assist. Cross-sector partnerships allow us to develop innovative solutions that might not be apparent when working in isolation. We are committed to fostering these collaborations and always looking to establish new relationships and strengthen existing ones. Our overarching aim is to ensure that Norfolk residents live happier, healthier lives. Every partnership we engage in moves us closer to realizing this vision, and we are optimistic about the combined impact we can make in the future.
Thank you to our partners for their commitment and their open approach to a new way of working.
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Social Prescribing The Living Well Team provides an enhanced social prescribing service to the citizens of Norwich.
Social prescribing is a means of enabling GPs, nurses and other care professionals to refer people to a range of local, non-clinical services so that their needs can be addressed in a holistic way. This reduces the need for formal interventions and enables clinical resources to be directed to those most in need of them. The Social Prescribing model in Norwich stands as an exemplar of the benefit of high-quality advice targeted to help clients resolve complex issues that would otherwise worsen their health. The service not only helps to change lives for the better but reduces the need for individuals to access health services for non-clinical support in the first place.
Meet our social prescribing team
"Social prescribing has been an amazing support for me. The service never judged me when I shared some personal things and it went above and beyond to offer help." A 2022 evaluation highlighted significant reductions in patient inquiries, with one GP noting a 50% decline after integrating Social Prescribing referrals. We focus on sustainable, clientspecified outcomes and our unique combination of advice services ensures a mere 1% referral rate to the broader VCSE sector. Since the start of the project, our consortium has aided over 5,000 OneNorwich patients. Significantly, our services predominantly cater to those experiencing pronounced deprivation; notably 55% of our clients come from the top 20% of deprivation indices in Norwich. This focus is critical to addressing inequality in the health outcomes that some Norwich citizens experience.
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Such is the success of The Living Well Team that we were nominated for leading PlaceBased Partnership in the UK at the Health Service Journal awards in 2022.
This service is delivered by:
Addressing
Hardship and Crisis Our Crisis & Energy Department was formed to bring together our energy team, our Help Through Crisis team and our foodbank advisers to help clients in a crisis. We saw a profound increase in the amount of people struggling with debt in the past year. Within the first seven working days of 2023 alone, we helped 280 people in crisis after falling into debt. As people struggle to meet the increasing cost of affording basic necessities such as food and utilities, they are forced to make tough decisions. Our Foodbank Advisers are stationed at local food banks to provide support to vulnerable food bank users. They ensure that clients struggling with food insecurity have access to food parcels. Our Energy Team provides in-depth energy advice, information on energy costs and efficiency, ensures clients are on the best possible tariff, and issues emergency fuel vouchers for those in need. Our Help Through Crisis Team analyses clients' complex issues and identifies solutions to help them resolve issues, improve physical and/or mental health, and maintain resilience following our support.
The Energy Team Our energy advisers have been at the forefront of Norfolk's energy and fuel struggles during the increase of energy and fuel costs and the cost-of-living crisis. Our two dedicated energy advisers work in service to the whole of Norfolk. Their impact has made significant waves both within the organization and across the county.
A Case Study
Energy advisers Vivian Grimmer (left) and Sue Whitworth (right) receiving the Client Impact award
A client approached us who was a single parent with two children aged 2 and 4 living in a poorly insulated property with a oil boiler. They were receiving a small self-employed income and relied on Universal Credit and child benefit for most of her living costs. Due to her financial situation, she wasn’t able to purchase oil and her tank was nearly empty. She wasn’t previously aware of the risks of Carbon Monoxide with an oil boiler, so an adviser provided her with safeguarding information and a Carbon Monoxide alarm. She was provided with information on how to reduce energy costs, and informed of an electric company app she could install which would allow her to monitor her use in more detail in future.
The adviser also helped her complete a successful application for £466.73 of oil!
"I mean, it’s hard to describe how much it helps... The feeling of being able to have a shower, and heat the house for the girls. As a single parent I often don’t feel like I have that much support. It’s made a big difference as I feel supported and looked after, beyond just the keeping warm. It’s a greater feeling than just that."
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Our Digital Advice Team Our digital advice services are essential for those unable to access face-toface support and allows outreach to extend further across the community. Our digital team provides advice to clients via Adviceline and email supporting with applications and benefit decisions, as well as with appeal submissions. They are able to act on behalf of a client, refer to specialist organisations, or refer internally to our own debt and energy teams.
Our digital team helps our services remain accessible to everyone.
6 Questions for Joe Oldman, Adviser for Adviceline What is your role and what does it involve?
I'm a volunteer generalist adviser working on advice line, which means I deal with a broad and unpredictable range of calls over the phone.
How long have you been with NCA?
I have been volunteering with NCA for about 8 months.
What did you do before NCA?
Before joining NCA, I was a housing policy manager at Age UK, where I campaigned for better housing options for older people.
What does a typical day look like for you and why do you enjoy what you do?
I don't have a typical day because the calls we receive are so diverse. Sometimes they are relatively straightforward, but at other times they can be complex and require in-depth investigation to find a solution. I enjoy the detective work involved and the opportunity to engage with such a variety of different people.
What's the most memorable moment of your time with us so far?
Without delving into too much detail, the most memorable experience was successfully resolving a complex benefits problem, bringing immense relief to the client.
Please tell us something that we don't know about you? I'm a cartoonist and some of my work was displayed at the Forum in Norwich. While I find my cartoons hilarious, I recognise that I might be the only one who shares that sentiment.
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Accessing Online Information With the creation of our communications team in 2022, we've had a boost in online interaction. Nurturing our online presence helps us spread awareness of our service and gives us a platform for keeping people informed. Our social media accounts share topical and relevant information with our followers and aim to keep the public signposted on how and where they can find support.
Across Facebook, Twitter, Instagram and LinkedIn, we had
52,548
total impressions
2,578
total account visits
354
new followers Found in the bottom right corner of our home page, our website chatbot is an easy to use interface for clients to quickly access online advice.
Our chatbot supported
11,738
clients to find information.
Introducing Norfolk Spotlight
This has helped us reach a total of
50,045
visits to our website This is a
20% increase
from the previous year
A regular look at our community data. Norfolk Spotlight is our quarterly open meeting where we share trends we’ve identified in the issues faced by Norfolk communities. This is an opportunity for us to share our data with the public, spread awareness of the nature of local problems, and discuss how we can collectively move towards making positive local change. Our first Norfolk Spotlight which took place in April of 2023 focused on the sharp rise in debt issues as a result of the rising cost of living and the knock-on effect this is having on the other issues that people present to us. You can view all recordings of this meeting on our website at ncab.org.uk/research-and-campaigns.
Sign up to our news cycle.
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Our Funders The vital work of Norfolk Citizens Advice would not be possible without the unwavering support from our grant providers, funders, and generous donors. Each contribution plays an indispensable role in ensuring we can continue to offer free, independent, and impartial advice to the residents of Norfolk, empowering them to overcome life's challenges. As a charity, our operational model is unique, and our reliance on over 40 funding streams showcases the multifaceted nature of our organization. This diversity in funding sources is both a strength and a testimony to the wide-ranging support from the community and institutional benefactors who believe in our mission. It ensures that even in turbulent economic times, our services remain accessible to those in need. Every pound donated or granted directly amplifies our capacity to assist in areas like debt management, housing issues, employment rights, and so much more. Our funders and donors are not merely supporters; they are partners in a shared vision of creating a society where individuals are knowledgeable about their rights and responsibilities.
We extend our deepest gratitude to each and every entity and individual who contributes. Your trust and commitment ensures that Norfolk Citizens Advice remains a beacon of hope and guidance for your communities. Support from our councils: Breckland Council Great Yarmouth Borough Council Norfolk County Council North Norfolk District Council Norwich City Council
Our NHS funders: James Paget University Hospital OneNorwich Practices Norfolk & Waveney ICS
Additional Funders: Money & Pensions Service Voluntary Norfolk Multiple Sclerosis Society European Union Fund COVID Recovery Fund Thank you to The National Lottery and everyone who plays the lottery each week. We are grateful for the support of the Norfolk Community Foundation, their funders and all trusts and parishes who contribute to our services.
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An overview of
Citizens Advice Norfolk Citizens Advice is one of 252 local charities that deliver the service across the country and a member of the National Association of Citizens Advice services. The Citizens Advice service consists of...
Around 1,800
Around 1,000
witness service volunteers, delivering services in all criminal courts across England and Wales
national staff
Network members are all independent charities like us delivering advice from:
Around 1,800
2,300
community centres, GP's surgeries & prisons
locations
They do this with:
6,500
Over 16,000 volunteers
local staff
4 things you should know Citizens Advice is local and national
We’re listened to, and we make a difference
We’re here for everyone
We’re committed to EDI
There are 4 national offices that offer direct support to people in around 260 independent local Citizens Advice services across England and Wales.
Our advice helps people solve problems and our advocacy helps fix problems in society. Whatever the problem, we won’t turn people away.
Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.
Equality, Diversity and Inclusion (EDI) is one of our key strategic areas. It's integral to everything we do, for the people we help and for our workforce.
Support the service Volunteer Join a fantastic service supporting communities across Norfolk. We have volunteers working as advisors, researchers, receptionists and administrators. How will you make a difference? Visit our website to find out about our current opportunities. www.ncab.org.uk
Donate Our charity relies on donations, grants and legacies to survive. If you would like to help people in your community, speak to our Fundraising Manager and decide how you would like to support and shape our work. Contact Rosie Cammell at r.cammell@ncab.org.uk
Work with us Collaboration is key to a better life for all of us. Norfolk Citizens Advice works with organisations in a number of different ways and we are always delighted to work with partners who want to improve lives in Norfolk. Speak to our CEO to find out how we can collaborate. Contact Mark Hitchcock at m.hitchcock@ncab.org.uk
Norfolk Citizens Advice
Broadland House, 54 Whiffler Road, Norwich NR3 2AY Follow us Charity Registration Number: 1071297 Company Registration Number: 3617412 Norfolk Citizens Advice is a company limited by guarantee and is authorised and regulated by the Financial Conduct Authority FRN: 617678
