Impact Report 2021/22

Impact Report

INTRODUCTION FROM OUR CHAIR OF TRUSTEES

We have been focused on supporting our staff and volunteers to be able to continue to provide a free advice service to clients across Norfolk I would like to take this opportunity to thank all our volunteers for their continued service, and to welcome the dozens of new volunteers joining us this year. The last year has underlined the importance of our volunteers working alongside staff. Trustees understand client demand is high, there are pressures of resourcing, as well as working through a pandemic, and for this I thank our staff for achieving outstanding support, despite these demands

Financially, we find ourselves in a good position to balance the books and even run a small surplus. This will be reinvested in our staff and to support our organisation to change in the coming years. While we want to help everyone, we must ensure that we maintain a sustainable model that will allow Norfolk Citizens Advice to continue to be strong and accessible for clients in the short and long term

As always, we could not achieve what we do without our funders and partners, including our county and district council commissioners. I’d like to recognise the generous contributions from James Bagge and our Development Committee in particular. Continued support is vital, and we welcome partnership and alignment with organisations from all sectors.

Finally, we have some considerable challenges ahead of us, including the current cost of living crisis, and our own financial pressures, but I am confident that we have a clear strategy to drive us forward I would like to express my heartfelt thanks to all staff and volunteers who have been unwavering in their hard work and support through a year of significant change.

...my concern was midst lockdown (and triggered by lockdown) and the fact that I was still able to get both written help shortly after my enquiry and also later on a phone call to make sure I had everything I needed was so reassuring I am so grateful for you still being there through these most odd and unprecedented times. Thank you!

Looking back over the last year, trustees are in awe of the incredible effort of our staff and volunteers. Norfolk

Citizens Advice has continued to provide face-to-face services throughout 2021/22, which has not been the case across the rest of the country.

Client feedback, 2022

A WORD FROM OUR CHIEF EXECUTIVE OFFICER

On arriving at Norfolk Citizens Advice in October 2021, I was introduced to a large number of teams around the county and very quickly realised the remarkable difference you make in people's lives every day. I’d like to thank you all for such a warm welcome and note the commitment shown by the management team and Trustees to our clients and organisation as a whole.

Despite facing partial closures due to waves of infection, a major drop in volunteer numbers, and reductions in funding, we were able to support 16,000 people to resolve their issues Their words play a major role in this report Their voices are rarely heard outside our offices and it is important that the outcomes we help them to achieve are documented and publicised.

The last quarter of 21/22 saw the highest demand on Citizens Advice services ever. That trend, and the stark increase in the complexity of their issues, highlights the need for service improvement and even greater collaboration between organisations

It also hints at the pressure on our colleagues, who have excelled in the face of more complex, and frequently, upsetting cases. The recent crises are not just impacting clients but also taking a toll on our colleagues as well.

The management team will continue to work to reduce that burden, enhance Norfolk Citizens Advice as a rewarding place to work and contribute to our communities. We know that, as a single organisation, we cannot meet the demand in Norfolk. However, with our current and future partners, and the knowledge, commitment and compassion of our colleagues, we can ensure free, impartial and high quality advice for many more Norfolk citizens.

Thank you for being available and willing to help people who are suffering, I really appreciate your help This is the second time in my life I've needed the help of the CAB, you provide a vital service in the community.

Client feedback, 2022

The last two years have been a major challenge for Norfolk Citizens Advice. But, thanks to the incredible work of our colleagues, 2021-22 is a year we should all be very proud of.

CITIZENS

IN

Citizens Advice is one of the great British inventions

The service started life on the first day of the Second World War as a planned response to disruption expected by the coming war

Communities worked together to open more than 200 bureaux in the next few weeks, opening in post offices, garden sheds, pubs, and, eventually, bombed out buildings.

Nowhere was this more true than Norfolk Opening originally in the Norwich libraries (photo, right), the service was quickly made available at Docking, King’s Lynn town hall, Holt, Thetford, Great Yarmouth town hall and Gorleston Volunteers carefully noted down each client’s details and issues, advised as best they could, and fed back difficult questions to the Whitehall.

Clients unable to reach the offices could write to a volunteer correspondent who would try and assist by letter. Volunteers in Costessey, Dereham, Fakenham, Great Yarmouth, Long Stratton, Wisbech, Walsingham and Wells offered their services freely to all comers

By 1945, services in Norfolk were supporting 3,000 clients each year and became a vital institution in post war reconstruction. Our demand has changed but the essence of the service, as described in 1943, remains:

‘Its universality is the great advantage of the Citizens Advice Bureau.…many regard the work as easy or superficial Nothing could be further from the truth The patience and sympathy required even more than the information and wisdom, make it an exhausting job.

I mention all this because it is difficult for anyone to appreciate it without being in the Bureau for several days and listening to all that is going on ’

I have used the CAB on and off for nearly 50 years and found it an invaluable service. The fact that it is very helpful and with the bonus of being free I would say probably the most incredible service this country has to offer along side the NHS

Client feedback, 2022

Our work in 2021 built on a long history of Citizens Advice services in Norfolk.

OUR VOLUNTEERS

Over the last year, King's Lynn Citizens Advice has helped numerous clients take control of their finances by offering benefit checks to maximise their income, to reduce the stress and anxiety that financial pressures cause, and provide people with skilled support and dedicated advice. As with most our core service across the county, our delivery in West Norfolk relies on vital funding from Norfolk County Council

We help hundreds of families obtain additional support to enable them to access foodbank resources, working in partnership with the Trussell Trust Foodbank in King's Lynn.

Our loyal and dedicated volunteer advisers give clients information on housing rights, consumer rights, employment rights, make lasting child contact arrangements; allowing parents to give their children the best start in life and helped with numerous other challenges people currently face; often translating information for them to make it easier to access and understand.

Our team advises individuals and liaises with local solicitors, Norfolk Community Law Service, the Borough Council for King's Lynn and West Norfolk, King's Lynn Courts, Shelter Eastern Counties, Norfolk County Council, local housing associations, homeless support organisations, churches and many, many others By doing so we help build confidence, we help to improve community health, wealth and relationships. Our advice service empowers individuals and the community, saves resources and both time and money for public services.

The personnel from the Citizens advice branch in King's Lynn are very, very good!

Client feedback, 2022

Citizens Advice services have always relied on the commitment of volunteers. Our King's Lynn office is a great example of tireless support to the local community.

Male Female

16,089 clients

reported by clients

opened by advisors

undertaken by advisors

an income gain of £11 for every £1 invested

As always this is a great service and is a valuable part of our society helping the general public understand Government, the law and providing advice in difficult circumstances for free.

Client feedback, 2021

gained for

clients

written off

benefits gained

OUR IMPACT IN OUR CLIENTS' WORDS

Your help, expertise and knowledge is a lifesaver and we are very privileged here to have this service. Your staff are always immensely patient, reassuring and efficient despite the amount of pressure and demands that they must be under continuously. Thank you to everyone ▪ The service I received was outstanding. I was made to feel at ease and put in touch with a wonderful lady who has help settle my problem which I am so grateful for ▪ The service was personal and very supportive ▪ The staff are Brilliant ▪ The volunteers & payed staff are really help full and friendly and trying there best. ▪ They were great ▪ This service has helped to relieve the pressure of my debt greatly. I feel better just knowing I an supported and things are happening. ▪ The lady i spoke with was very compassionate about my situation, and gave lots of reassurance and helpful advice. This helped me find my way forward with confidence. Very happy with the customer service and the advice given. ▪ The lady that helped me, I believe her name was sue, was amazing! I had my toddler with me and was quite emotional, her kindness towards myself and my toddler & then the help she offered has been wonderful. ▪ The man i spoke to (John) in Norwich was VERY helpful and gave me lots of information. If it had not been for Covid i would have gone to my local branch. Thank you for everything ▪ The CA completely solved my PIP benefits application problem. Thank you. ▪ The gent I had help from at north walsham office was excellent! He knew exactly what I needed to do and helped me the whole way through! He made me feel safe and secure and reassured me my info would go no further ▪ the gentleman on line was very helpful and understanding of the details ▪ The help I received from Tony was very helpful I am still working through my problems but with his help was 100% ▪ The 2 ladies i spoke to were amazing and so helpfull. Put my anxeity at ease. ▪ The advicer was very helpful. Thank you ▪ The adviser was absolutely amazing. I couldn’t have done it without her help. I do greatly appreciate it ▪ The advising staff were very understanding and put me at ease in helping to resolve my problems. I appreciated their kind and reassuring help. I was able to move on in resolving and settling the situation. Very, very much appreciated. Thank you. ▪ The advisor was friendly and very knowledgeable regarding my query and helped me decide how to approach the situation that needed attention. ▪ Jake has been so helpful thus far ▪ Jane was really understanding and empathetic and went through all my finances with me I did not feel stressed speaking to her ▪ Just a big thank you . ▪ Lady I see was very helpful and still ongoing good job so far and thank you for help ▪ I was so impressed with them . I'm Norwich based and Jo was absolutely amazing and was so helpful . ▪ I was suffering with anxiety and depression and and the lovely lady I spoke to literally took over and solved my problem ▪ Amazing service from a very experienced lady I cannot thank her enough ▪ I had amazing support from Jane who was kind and considerate she dealt with my issue swiftly and followed up with me straight away which helped me with my stress ▪ I have had regular support from Farah She has always been very supportive and helpful I suffer with anxiety and she has always had a lot of patience She has given me a lot of confidence ▪ I had a lovely lady called Eileen help me with my problem ,she explained all my options clearly in a way that i could understand This made it easy for me to make the right application to the relevent parties ,and so helped me get back into the work place ▪ I'm just waiting,,for the outcome of the DRO the lady who has been helping I would like to see her to thank her,,thank you ▪ The gentleman behind the desk said he would see what he could do for us and 10 minutes later we were with a consultant which was a great help to us and her advice to us was very helpful once we get the repairs done we can then follow her advice ▪ Thank you ▪ we found staff polite, helpful and approachable ▪ Speaking with your advisors, has taken the stress away You are extremely a well trained and friendly, helpful service Thank you so much ▪ Staff very helpful ▪ Staff were very helpful in making a face to face appointment, helped me to fill in and understand forms, a completely stress free experience ▪ Thank you ▪ Thank you for being there ▪ Thank you very much for advice ▪ Thank you very much for all the help provided thanks to you my life has changed for the better ▪ Thank you very much for your help I'm so pleased My life is so much easier now ▪ Thank you ▪ Thanks for your help ▪ Thanks you ▪ Thankyou so much ▪ Only Thank you for your help me

I am an Advice Coordinator at Great Yarmouth Citizens Advice but started as an advisor volunteer in 2017 in the Great Yarmouth office.

I moved to the digital team during the pandemic and have recently become the Advice Co Ordinator for our team

Prior to my time with CA, I was a Locality Manager for Norfolk Libraries being responsible for the then East Area Libraries. I was with the Library Service for 22 years. I then spent a period at home helping my daughter with child care and started volunteering when the children went to school and I needed to fill my time with something worthwhile hence CA!

A typical day starts with me arriving in the office, checking emails for anything urgent and preparing the forms ready for triage that day The volunteers arrive about 9 30 when we have a bit of a catch up before I go on triage at 10. The volunteer will meet clients for face to face appointments through the morning, and on some days through to the afternoon.

Despite the sometimes distressing cases we deal with, I take a great deal of joy from being able to help clients with their problems The team I work with are incredible, in their support for me and their work/volunteering ethic We always make time to talk to each other and despite all the challenges we see, we are a really happy team.

Your help, expertise and knowledge is a lifesaver and we are very privileged here to have this service. Your staff are always immensely patient, reassuring and efficient despite the amount of pressure and demands that they must be under continuously Thank you to everyone

Client feedback, 2021

Our services rely on highly-trained advisors, committed to helping people regardless of background or issue. Mary Kent shares a typical day supporting clients in Great Yarmouth.

OUR MONEY & DEBT DEPARTMENT

At Norfolk Citizen’s Advice, we deliver high quality accredited debt advice, funded by the Money and Pension Service With over 25 years of experience, we aim to help people become debt free, and we provide clear advice face to face, over the phone and online.

We offer a three step process to deal with debt. Firstly, we help you work out your budget. We will identify areas in which you can cut costs through utilities and discount schemes, and identify which debts are priority and non priority Doing this, we maximise your income and minimise expenditure, presenting a clear picture of every option available to you.

Secondly, we will use this information to find a solution to your debt in a way that suits your unique situation. We have services which can lower repayments or seek a hold on collections, as well as providing impartial advice for every circumstance Finally, we will assist you in setting up your debt solution and offer support throughout the process

We have helped numerous clients in the community better handle their debt. One client was facing eviction after the death of their partner led to issues surrounding the bedroom tax. When advised by our team to use the North Norfolk Council’s Housing Prevention Fund, they were offered almost £1,400 in rent arrears, as well as court costs The Housing Prevention Fund also agreed to fund the client’s rent shortfall for a year which ensured they could remain in their home without fear of eviction

Another client found their house at risk due to their accrued debt from eight creditors Our advisors approached these creditors with a Debt and Mental Health Evidence Form, due to a neurological condition, and have since achieved over £7,000 in debt write offs.

Relief like this is essential to those in our community who need it, and we see positive outcomes like these every day Whether a client is looking for debt advice they can trust or looking for solutions to current issues, our help is free to everyone with no obligations or costs Our advisers are some of the most knowledgeable debt experts in the UK and, every year, they help thousands of people take back control of their finances.

written off

So I don’t know how I can thank you for this. Today I feel like I have won the euro millions because I have any debt… Thank you so much for all your help My daughter asked me why I’m crying and I only say because I’m so grateful to someone, and this one it’s you

Client feedback, 2022

Our ability to deliver high-quality, accredited financial advice has never been more valuable.

Since the pandemic, we have seen an increasing number of people accessing our advice by phone, email and web searches Digitally, we have been contacted over 20,000 times this year alone, which represents a major change in demand from face to face appointments to online. We have responded with the development of a new digital advice centre where, online, we give clients the information they need to understand their options and make informed decisions about their situation.

Our digital team provides independent, impartial advice to clients via Adviceline, email, and telephone support, supporting clients with applications and benefit decisions, as well as assisting with appeal submissions

We can contact organisations on behalf of a client, signpost specialist organisations, or refer internally to our own debt and energy teams. Recent success stories from our team include a successful PIP Mandatory Reconsideration which included over £1600 of backdated payments.

These services are vital to those who cannot access face to face services, and it is more important than ever to make these services accessible to everyone In the last three years, half of all client contact has been via telephone, and a further 23% by email. These services are essential to those who are unable to access support in person and allows our outreach to extend further than ever across the community.

calls for help

I had a lovely woman phone me to help me and she knew I was struggling and she got someone on the phone within the hour, the man who was dealing with me was amazing, helped me the best he could and sent letters and emails to make sure I was OK thank you for everything

Client feedback, 2022

It is clear that the pandemic has changed the nature of the demand for advice forever.

HELPING CLIENTS TO CLAIM

The Norfolk Citizens Advice ran the Help to Claim Project in Norfolk from April 2019 to April 2022, helping clients to claim Universal Credit and alleviate any issues with the application process. The project started with 80% of client interactions being face to face with 20% over phone or webchat. When the pandemic arrived, Norfolk Help to Claim transitioned seamlessly to entirely digital service, continuing to offer local support to vulnerable clients but also advising national clients through the virtual call centre model

Universal Credit operates very differently to the previously available range of benefits and clients needed detailed and comprehensive advice and support to ensure their new Universal Credit claims run smoothly. We frequently saw errors that can lead to permanent loss of income and administrative delays which resulted in increased hardship for the client.

Our advising team ensured vulnerable clients were routinely assigned one adviser throughout their application process so they could build trust and support between the two parties, which was adopted following client feedback. We encouraged referrals from other agencies in the NCAN network and always endeavoured to offer local support to vulnerable clients. They could speak to an adviser who often knew the staff and processes at their local Job Centre Plus, as well as offer knowledge of other services in the local community

While the Department for Work and Pensions reduced funding for national delivery of this type of support in March 2022, Norfolk Citizens Advice is fundraising to re create the provision of benefits support as part of an Employment and Benefits department.

95%

clients supported online 26%

Referrals by DWP, local authority or other agency

£4,007,741

income gain for clients secured by the Help To Claim team (21/22)

Speaking with your advisors, has taken the stress away. You are extremely a well trained and friendly, helpful service. Thank you so much.

Client feedback, 2022

Our Help to Claim team had a huge impact last year, helping over 3,000 people claim the benefits they are due.

OUR CRISIS & ENERGY DEPARTMENT

One of the most prominent causes of client debt has been energy prices and, following the summer of 2021, we have seen staggering increases in utility issues, with many people forced to choose between going into unmanageable debt and spending the winter cold and hungry.

In 21/22, our Energy Advice Programme provided one to one advice to clients experiencing energy issues This project continues in partnership with Citizens Advice Diss, Thetford & District and is funded through contributions from energy suppliers’ Warm Home Discount obligations Increased funding has allowed for the implementation of a dedicated energy advice team, accepting crucial referrals for clients who require in depth energy advice. Each team member can provide information on energy costs and energy efficiency, and ensure each client is on the best possible tariff for them. The team is also able to issue emergency fuel vouchers and foodbank vouchers for those in the most need of help

Additionally, the Carbon Monoxide Citizens Advice are working in partnership with the Gas Delivery Networks across England and Wales to support those in vulnerable situations and address safety risks surrounding carbon monoxide. As well as providing one to one service to clients, the team issues CO alarms to vulnerable households and provides essential energy advice where needed

Our new department combines energy advice with crisis support projects, providing care to every person affected by the cost of living crisis, which will become even more important as bills continue to increase. The development of this department ensures the delivery of energy advice to vulnerable customers within their local communities and enables them to improve their energy situations.

The Help Through Crisis project, funded by the National Lottery, originally ran in Breckland and Norwich for five years to June 2021 Our partnership supported 318 clients to find a way out of crisis and has set the ground for a much bigger project starting in 2022.

Norfolk Citizens Advice worked with Citizens Advice Diss, Thetford & District to provide clients in crisis with detailed personalised plans to support them to recover independence Advice champions worked to understand the complex multiple issues and identified ways in which the client could resolve issues, improve physical and/or mental health, and maintain their resilience following the project.

Crisis has many academic definitions but we define it in terms of our clients’ experiences. They regularly face eviction and homelessness; job loss; relationship breakup; struggles with long term health conditions and disabilities Health issues were the primary reason for contact in only 7% of cases but benefits, housing, discrimination and debt issues were all significant factors in leading to crisis. However, over half of clients’ cause of crisis was due to physical/mental health, relationship breakdown and domestic abuse.

Independently assessed evidence suggested, following work with the project, our clients were more able to shape their own plans and outcomes, and organisations were more effective as information on the complexity of a client’s case was securely shared This included improvements in all issue areas, including 84% improvement in debt management and 98% improvement in emotional and mental health. At least 62% expressed increased long term resilience as a result of the project work.

We are delighted that the project has restarted in August 2022 with National Lottery funding and will run for a further three years

In the face of multiple crises in society, we formed a new department bringing together our energy programmes, our Help Through Crisis team and our foodbank advisors.

In May 2021, the Trussell Trust estimated around 2 5% of all UK households (n=700,000) used a food bank in 2019 20, prior to the outbreak of the Covid 19 pandemic. The Covid 19 Consumer Tracker showed 8% of respondents had used a food bank or a food charity in April. This rose to 11% by October 2021.

In the same period, Norfolk Citizens Advice Food Bank Advisers worked alongside local food banks in Norwich, Kings Lynn and Hunstanton to ensure clients can access food parcels where required Foodbank advisers discuss a client’s issues and difficulties to ensure food bank vouchers are only being distributed where there is urgent need. They also work to find out the reasons why food bank vouchers are needed and support clients to increase their income or make changes to their circumstances to minimise their chances of needing to use food banks again.

Advice includes the ability to check if clients are claiming benefits they are due and to give advice on resolution of housing and employment issues Frequently, our advisors also give advice around personal budgeting and referral to our debt team. Our confidential service is perhaps never more valued as foodbank users frequently report embarrassment at having to resort to asking for food support at all.

As a key part of the Energy and Crisis Department, we are expanding our team of Food Bank Advisers work to more food banks in Norfolk Our partnership with the Trussell Trust and local foodbanks has developed well and provides a strong basis for resolution of many more clients’ issues.

I just want to say a big thank you for helping me my money was stopped for a month I didn't know what to do as have children to feed I got help with food boxes and electricity which helped me and my family loads

Client feedback, 2022

GREAT YARMOUTH CASE STUDIES

On average, we have seen an increase from 3 3 to 4 issues per client since the previous year, and each of these issues has become more complex. We are committed to alleviating these issues from our community; our Great Yarmouth team has risen to the task, acknowledging the complexity of these issues and developing new methods to overcome them.

One of our clients, a couple, has visited Citizen’s Advice several times over the years, and we have previously helped them with benefit issues. Since the pandemic, their benefits had been stopped, and they were left with only a small private pension as their income This was especially difficult for them as the wife is a wheelchair user and has multiple health issues. After an investigation by our Great Yarmouth team, we discovered that their benefits had stopped due to the couple reaching retirement age and that they were eligible for State Pension After organizing their application and backdating their State Pension, they have been able to alleviate their anxiety and bills, increasing their quality of life significantly.

An older client moved from London to Norfolk 20 years ago and, gradually, the client’s relatives have died and been buried in London. He reached out to us and explained that his father was Greek and tending graves is of huge importance to his culture. He told us he had been fined £80 for non payment of the Emissions Zone charge Due to his health issues, he had been unable to pay this charge upfront and was worried about visiting London and incurring further charges We advised the client on auto pay, and he is now able to pay the charge automatically from his account This has allowed him to visit London without fear he now regularly arranges appointments with us for advice.

In 2021, a client won an unfair dismissal case against a local company but only received part of the awarded compensation. This amounted to over £12,000, and he contacted our Great Yarmouth branch for help. After months of difficulty with the local company and their solicitor, our team reached out to them and explained that, if the payment was not forthcoming, it would be reported to the government’s Department for Agency Standards

Within 48 hours, all payments had been made to the client’s bank account. This client is no longer in a precarious financial position and is now able to return to a good standard of living.

Our second year of the pandemic was characterised by an increase in both issues and complexity.

COMMUNITY CHAMPIONS

We love community projects and Great Yarmouth's Borough Council's Community Champions was one of the best.

Last year, Norfolk Citizens Advice ran a project called Great Yarmouth Community Champions This project focussed on specific healthcare messaging within Great Yarmouth, targeting people with disabilities, BAME residents, migrant workers and young people from ethnic backgrounds. Workshops were set up to enable residents’ better access to NHS and healthcare, prescriptions, gov.uk and benefits. The project reached 600 residents across the borough of Great Yarmouth

The main issues obstructing residents access to NHS services were;

lack of appointments

lack of understanding how NHS works language barriers

NCA recommended that local healthcare establishments could be more understanding when booking appointments, especially when dealing with language barriers One specific recommendation looked at allowing patients to attend appointments with another person present, something which has not been allowed since the pandemic.

The project also looked at the uptake of Covid 19 vaccinations and the reasons behind any hesitancies, particularly within migrant communities An anonymous survey was undertaken by 540 residents which enabled NCA to investigate the way the community approaches the Covid 19 vaccination programme

It was noted that lack of knowledge and trust was a key factor in stopping residents within these communities from obtaining their vaccines. NCA took a proactive approach and promoted vaccination centres within three of the main factory employers in the area, in several different languages This enabled NCA to get valuable information into the community

I was in a really poor state of mind before my visit to citizens advice and after my visit I felt like a huge weight had been lifted off my shoulders

Client feedback, 2022

OUR ADVICE PARTNERSHIP IMPROVING HEALTH AND REDUCING NHS DEMAND

Social prescribing, also sometimes known as community referral, is a means of enabling health professionals to refer people to a range of local, non clinical services. The referrals generally, but not exclusively, come from professionals working in primary care settings, for example, GPs or practice nurses

King's Fund, 4 Nov. 2020

The Norwich and Broadland Social Prescribing Project is a consortium of independent voluntary sector advice providers commissioned by OneNorwich and led by Norfolk Citizens Advice, in conjunction with Age UK Norwich, Equal Lives, MAP and Shelter.

It acknowledges that mental and physical health can be determined by a range of social, economic and environmental factors and that not all ills can be cured with medicine or surgery alone GP practices across the Norwich Primary Care Network (PCN) can refer patients in need of social welfare advice, thereby identifying and resolving non clinical issues that are impacting their health. This reduces the need for GP interventions, enabling clinical resources to be directed to those who need them most.

As a result of the very successful Living Well programme, the PCN has become much more confident in partnership working and has subsequently commissioned further services for its patients including a diabetes type 2 programme with Age UK Norwich and a GP High Intensity User programme with one of the local Trusts. The Living Well programme has opened doors for our patients and helped us realise collaborative care wrapped around the patients who need it the most.

Dr Jeanine Smirl, GP, Clinical Lead Norwich PCN

Nationally, it is estimated that around 40% of all GP appointments are taken up by non clinical enquiries In the more deprived areas of Norwich, this is estimated at closer to 50 60% Local estimates indicate that the Project has led to approximately £1.15m social return on investment (SROI) per year and £5m benefits in terms of better health based on Quality Adjusted Life Years (QUALYS) per year.

Any health or social care professional can refer a patient to the Project A Living Well Worker will then get in touch with said patient to arrange an initial appointment, during which they can talk in confidence about what it is that they need help with

Our Living Well Workers have a range of expertise that allows us to deliver an enhanced service to patients, without having to refer to external providers in anything other than exceptional circumstances.

Our innovative partnership of advice organisations has improved wellbeing for thousands of Norwich citizens.

They provide quality assured advice and guidance on a range of issues including benefits, budgeting and debt, housing, education, employment, family and/or relationships and mental and/or physical health. We work closely with each of the practices in the PCN, as well as with mental health practitioners, first contact physiotherapists, health and wellbeing coaches and care coordinators.

Said quality assured advice and guidance is delivered digitally via telephone, email or video call as well as via face to face appointments We are committed to making sure that our Living Well Workers offer a person centred approach, meaning that patients are encouraged to become more independent and to take control of their own plan of action.

During 21/22, a total of 1164 referrals were received into the Project. The three main referral reasons were social isolation, housing and benefits 83% of patients surveyed identified positive changes to their health and wellbeing as a result of the Project’s intervention, with one patient saying “I feel a lot brighter.”

100% of patients said that we couldn’t have done anything differently; “the Living Well Worker was very patient, understanding and persistent … we couldn’t have asked for anything more they worked their socks off ”

Meanwhile, 90% of patients said that they would use the service again; “I would recommend the service to my friends and family ”

The Social Prescribing Project team made up of colleagues from the Age UK Norwich, Equal Lives, Mancroft Advice Project (MAP), Shelter and Norfolk Citizens Advice

The Living Well programme being run by Norwich is a fantastic example of ambition in action, proving every day that health, charities and community organisations can work together for everyone’s benefit Their commitment to collaboration has allowed them to retain a smooth referral process that transcends traditional sector boundaries Theirs is a model to watch with great interest as we look to the future of social prescribing. I wish the Living Well Team every success with the awards, they thoroughly deserve this recognition for bringing about an excellent initiative ”

Tom Watkins East of England Regional Lead, Thriving Communities Programme, National Academy for Social Prescribing

ADVISING WITH KNOWLEDGE AND COMPASSION

Our wonderful team in North Walsham part of our service funded by North Norfolk District Council are capable of making a major change in a client's circumstances with their professional approach and friendly welcome. Those have been the core traits of Citizens Advice service since its creation and our independence is important to clients unsure of who to trust for advice.

An individual called into the North Walsham office to ask for help following a failed application for a personal independence payment PIPs are available to those people living with long term physical or mental health conditions or disabilities

Our client suffered from severe arthritis, lived in daily pain and had very restricted movement in every day life. Our advisor welcomed the client and interviewed them to understand their issues. The advisor recommended a mandatory reconsideration process, whereby the case is reviewed

The form required is fairly long and requires long text answers in order to describe the individual's circumstances. Our advisor walked through the process and ensured the form was completed correctly. He also outlined the appeal process and ensured that the case was handled efficiently. This advice was key in building the client's confidence in making the request to reconsider.

Very shortly afterwards, the client was delighted to be offered an award until 2025

The award can provide over £150 per week to clients and make a huge difference in supporting additional travel costs or additional care needs. Our advisors help gain access to those funds every day and regularly support people who had thought there was no where else to turn.

I just wanted to say a big sincere thank you to David at North Walsham, he went above & beyond helping me with benefits / care advice & made calls for me which I really struggle with due to disability. Big thank you to all other staff (esp lady at North Walsham) all third party switch board staff. Thank you all, God Bless you all.

Client feedback, 2021

Our North Walsham advisors offer a great example of the value of high quality advice provided without any judgement or fee.

CLIENT STORIES FROM NORTH

Molly was worried about increasing energy costs and whether she will be able to pay them with her State Retirement Pension A benefit check provided by our Fakenham team revealed that she is entitled to Pension Credit Savings Element, which saves her an additional £11 per week. She also discovered that she fit the eligibility criteria for the government’s £650 cost of living relief. Molly now feels more confident than ever in her ability to pay her energy bills

Julie was made homeless several times during the pandemic, and currently uses temporary accommodation. Before our services, she lacked the confidence to make phone calls and fill out forms. After she reached out to our Fakenham team, she felt confident enough to make a face to face appointment at the Job Centre Plus and discovered that all her rent could be covered in addition to her Universal Credit Julie said that this had a significant impact on her mental and physical wellbeing

Neil was suffering from mental health issues, compounded by losing his job during the pandemic. After a talk with our team, we completed a full assessment and we are now helping Neil work with his creditors to arrange repayment Neil was relieved to get help, and now has the confidence to start looking for other work

These are examples of the challenges our clients face every day, and the support our Fakenham team provides to those who need it the most.

HELPING CLIENTS RETURN TO WORK

Funded by the European Union and led by Norfolk County Council, we are proud to work with Citizens Advice Diss, Thetford & District, Future Projects and Voluntary Norfolk on a project focussing on getting clients into employment.

The Chances project helps clients overcome challenges that are stopping them from working Our staff have worked through these issues with our clients across the North Norfolk and Breckland area.

Our Chances project advocates help clients:

onto training courses with CV and interview skills increase their confidence search and prepare for a job help with practical issues such as childcare

Clients receive one to one guidance to support them throughout the process with milestones agreed upon so progress is clear.

Mental health issues impact many people in our community, and we recognise that we need to be working with specialist partners to support those in need These issues are often barriers to entering work or sustaining training Whilst advocates are skilled in engaging with people and helping them grow in confidence, this can only take them so far in providing personalised support during the transition into work or training. The Chances project gives us the opportunity to bring together different agencies to support our client needs.

Other work across Breckland continues, with our Chances advocate taking referrals from Watton and Swaffham, as well as having presence at the Deaf Festival and the Refugee Support Fair

Across North Norfolk, it has been recognised that the advocacy work has been slower to reach the areas that may be in need. We are continuing with our online attendance at Town and Parish meetings as well as attending community events and professional hubs to share the work of the Chances project.

I had a lovely lady...help me with my problem...This made it easy for me to make the right application to the relevant parties, and so helped me get back into the workplace

Client feedback, 2021

RESEARCH & CAMPAIGNS

Our volunteer researchers have returned from lockdown to restart our important advocacy work

The pandemic reduced our capacity in a number of ways and that included our Research and Campaigns work

Our joint purposes are delivery of services and advocating on behalf of our communities for improvements in policy and practice. But our research work was diminished by the pandemic and only returned to activity in the autumn of 2021

By the end of 21/22, the team had produced a number of reports and press releases leading to multiple TV and radio interviews and several articles in papers across Norfolk.

We began raising the alarm on utility bills in October 2021, calling for urgent action to help clients who were already failing into debt.

By March 2022, we had released alarming data underlying the extent and severity of the cost of living impact across the county We wrote to Norfolk MPs, sharing the information and compelling them to call for more support in the April statement.

Throughout the year we have also supported national campaigns with data and expertise on a wide range of issues, including broadband access, long term health impact of the pandemic, and challenges in affording oil supplies across the county

Researchers work on our exceptional dataset in our Casebook system and draw on reports and experiences of our colleagues.

Special thanks to Harry Arnott and John Humphreys for their extensive work on researching Norfolk Citizens Advice data and advocating on clients' behalf.

work has a wide impact in our communities and our health and care system. By helping clients to live healthier lives, we reduce impact on services and contribute to the local economy.

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OUR FUNDERS, DONORS AND COMMISSIONERS

Thank you to the National Lottery and everyone who plays the lottery each week

We are grateful for the support of Norfolk Community Foundation and the funders that work through NCF

Thank you for your trust and commitment. Our impact relies on your support.

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