Citizens Advice Uttlesford: Impact Report 2015

Citizens Advice helped me deal with my problem rather than just worry about it.

The value of our service.

Impact report

2015

Key facts

3,328 1 2,811

problems dealt with directly

clients used our service

10,039

visitors to uttlesfordcab.org.uk

5

Top 5 advice categories

2014–2015

locations – Saffron Walden, Dunmow, Stansted, Thaxted, Takeley (via video)

£1.09

million annualised income gain

£649

thousand of debt rescheduled or written off

£1,708

Benefits & tax credits 37% Debt 14% Housing 13% Relationships & family 9% All other 27% During 2014/15 we saw a higher percentage of clients with housing related problems.

Many clients have multiple problems.

emergency cash and food vouchers distributed

100%

of surveyed clients say they would recommend us

www.uttlesfordcab.org.uk

“It’s great to empower people and give them the free advice they need – it’s really good to know we have no agenda.” Fiona S – volunteer

Foreword

“Citizens Advice is a unique service, directly helping people to face their problems and turn their lives around.”

Citizens Advice is a unique service, directly helping people to face their problems and turn their lives around. Everyone experiences difficulties and these can arise suddenly, affecting people without warning: job loss, illness, relationship breakdown. These issues can affect every aspect of daily life and frequently also have an impact on people’s mental well-being.

Trusted help and support from friends or family is not always available and legal advice can be costly. At such times, access to free, impartial, confidential advice is essential.

We already know we make a positive impact on our clients lives because they tell us every day and through surveys. We see the large amount of debt we manage, and we see the additional benefits we secure on their behalf.

We also see the amount of charitable support we facilitate. However a recent national study on the work of Citizens Advice shows that in addition to the help we give to clients, for every £1 of funding we save the government and public services at least £1.51 and provide a social and economic value to society of at least £8.74. We are very fortunate that the local district, town and many parish councils support our service and continue to fund our work, for which we are sincerely grateful.

However, even with this financial backing, we simply would not be able to continue to function without our wonderful team of volunteers, who selflessly give up their time to ensure that everyone in our community has access to free advice and support whenever they are feeling vulnerable or unsure. I would like to take this opportunity to thank them wholeheartedly for their continuing dedication and commitment.

Robin Moser Chair Uttlesford Citizens Advice

We advised

Advice

1,019

clients about benefit issues

Our advisers help people deal with a variety of issues. They also signpost people to other organisations that are able to offer specialist help and support.

They regularly deal with emergency situations such as homelessness and domestic violence and are fortunate to have access to a range of emergency support, offered with the help of other local charities, for people in desperate situations with no money for food or to heat their homes.

Key facts

l In 2014/15 we advised 1,019 clients about benefit issues, 37% of our core work reflecting the lack of a job centre in Uttlesford. l 508 clients came to us for help with housing issues. 214 of these clients were homeless or threatened with homelessness. l 32% of clients coming to us for general advice are disabled or living with a long term health condition.

CASE STUDY

“I was having a really hard time going through a divorce. My husband was violent and he gave me very little money for me and my children to live on.

I went to the CAB for help. The adviser said she thought I would qualify for legal aid as my husband was abusive. She got me an appointment to see a solicitor the same day.

She then did a benefit check to make sure I wasn’t missing out on any benefits, and arranged for me to see a lady at the council who talked to me about housing options and where I could live when my home had been sold.

The CAB also helped me manage my money after the divorce. I don’t know what I would have done without their support.” Ruth

Disability Home visit Team Our team of 11 volunteers visit people living with disabilities and long term illnesses in their homes to provide advice on a range of areas such as transport, care options and legal matters. They also signpost clients to a range of other community services, for example, fall prevention, befriending services and patient support groups. All our volunteers are trained to sensitively support clients to complete complex application forms for disability benefits. The team is coordinated by a disability benefits specialist who offers assistance with the reconsideration and appeal process when required.

Key facts

l In the last year we helped 373 unique clients with applications for disability and carer’s benefits, bringing additional income to the area of £1,088,899. l Our team of home visitors made 248 home visits. l Our specialist supported 25 people with reconsiderations and appeals.

CASE STUDY

“My wife was diagnosed with dementia a few years ago and although I tried my best to care for her at home, I was finding it very difficult.

I called the CAB and a lovely lady spoke to me on the telephone about a benefit she thought we would be entitled to and then about a week later a man came to see us at home to help us fill in the complicated forms.

We soon heard that my wife had been awarded £82.30 a week to help with her care. This has made a huge difference to us as it means I can go out for a little while on my own. Citizens Advice also arranged for the fall prevention service to install handrails in our home, so my wife and I can now move around our home more safely.” Stanley

Money Doctor Team

Frontline

Our money doctor service helps clients with money issues, from bankruptcy and debt relief orders to budgeting, saving techniques or switching energy suppliers. Many clients fall into debt following illness, relationship breakdown or job loss and have tried hard to deal with their problems themselves before realising that they need professional help to manage their debts on an ongoing basis.

In 2013, Uttlesford Citizens Advice, with the support of Uttlesford District Council, Uttlesford Council of Voluntary Services, Age UK Essex, SEPT and Royal Action for the Deaf, secured a grant from the Big Lottery to develop and build a multi-agency online referral and signposting system. The aim of the system was to improve access for vulnerable people to community based health and wellbeing services by making it easier for frontline workers, like doctors, nurses, school teachers and council workers, to be aware of local services and to easily signpost or refer people to these services.

Key facts

l In 2014/15 our money doctor team worked with 176 clients to help them to manage debt or maximise their income. l Our advisers worked with clients to achieve additional income totalling £86,520 through savings and benefit entitlements. l We helped clients to manage £2,270,402 debt, (of which £364,287 was priority debt and £1,905,814 was non-priority debt). l 30% of our debt clients are living with a disability or long term health condition; over half of these have a mental health condition.

CASE STUDY

“After working full time ever since I left school, I became ill and unable to work. This meant I fell behind in paying my bills and the landlord told me that they were going to evict me. I had no money for food and when I went to the foodbank and told one of the volunteers what was happening and they told me to go and ask Citizens Advice for help.

Citizens Advice helped me to apply for disability benefits, which meant I had money to buy food. They also talked to my landlord and arranged a schedule for me to pay off my rent arrears. I was suffering from depression and had thought about committing suicide, but after I went to Citizens Advice I felt so much better. I now volunteer myself with a charity and feel I have a purpose in life again.” Rashid

The project has been very successful and has just received additional funding from Essex County Council and West Essex Clinical Commissioning Group to expand the concept across Epping Forest and Harlow and to open this system to the public by creating a mobile application.

The new version of www.uttlesfordfrontline. org.uk will be released in November 2015.

Key facts

l 310 referrals handled l 501 signposts supported l 107 services on Uttlesford Frontline’s library l 100 services registered to signpost and refer l High referral providers include Alzheimer Society, Community and District Nurses, Citizens Advice. l High referral receivers include Uttlesford Food Bank, Uttlesford Citizens Advice Disability home visit service, Uttlesford District Council Housing Options team.

CASE STUDY

“The CAB and frontline arranged community transport for me and someone to help me in the mornings, and I also now have more money. I think the services all working together is much easier for everyone.” Albert

wIder IMPACt KeePInG wArM In UttLeSFord

Thermometer

Key FACtS

inside

FREE

In partnership with Uttlesford District Council we delivered 2,000 leaflets to vulnerable people across the district with advice on how to save money, reduce energy waste and stay safe and independent at home.

We even took our message to a Christmas tree festival!

KEEPING M WUtAtleR sford in

rdcab.org.uk

www.uttlesfo

KAte on the rAdIo!

Kate spoke out about homelessness on Radio essex in December.

SCAMS AwAreneSS weeK 2015

Just 5% of scams are reported! During scam awareness month in July, we sent a series of tweets to help people become more #scamaware

SUMMer hoLIdAy FUn on A bUdGet

every day during the school summer holidays we tweeted tips to cut the cost of keeping the kids entertained.

voLUnteerS weeK

Lots of cakes and treats for our volunteers and Kate created this year’s fun video…a ripoff of the m&S advert – see it on youtube!

LoCAL PreSS And PArISh MAGAZIneS

volUnTeeRinG

Regular articles included: Kids and work, online safety, transport options, travel abroad, who to call in an emergency and how to give yourself a money makeover. We are delighted to receive a high level of support from local magazines and web administrators who help us to publicise our service across the district.

l each week our volunteers work approximately 435 hours for our charity; this is valued at over £375,000 a year. l volunteers come from a wide range of backgrounds: floristry, teaching, research, medical, engineering, academia, administration, publishing – there’s no right or wrong skill set or level of experience. l all our volunteers are united by a common desire to help other people in a way that fits into their daily commitments - whether as parents, carers or world-travellers!

“When i retired from work i was worried that i would no longer have the mental challenges that had contributed to my job satisfaction. i have been volunteering at Citizens advice for 5 years and I can honestly say that dealing with the wide range of clients and their problems provides all the challenges that i wanted….and more!” John “It makes me feel good that I’m doing what I can to help people – I feel privileged to be allowed to help other people and improve their lives as best I can – it often takes a lot of courage to allow yourself to be helped” Fiona w

The CAB team Paid staff

Kate Robson District Manager Sarah Philbrook Deputy Manager Kellie Dorrington Advice Sessions Manager Lyndie Taylor Disability Benefits Specialist Pebble Padfield Session Supervisor Gill Laws Debt Caseworker Lizz Hunt Debt Caseworker Joanna Hancock Office Administrator Marta De Bruijn General Adviser

Trustee Board

Roger Turner Treasurer Robin Moser Chair Jill Elms Personnel Chair Diane Drury Fundraising Chair Tricia Summers Trustee Jean Burnham Trustee John Starr Trustee David Bagley Trustee Malcolm Jessop Trustee Sarah Machale Trustee Sarah Christou Trustee Richard Armitage Company Secretary

Other members of the team Jane Chetcuti EAC Committee Collette Altaparmakova Frontline Admin Hana Begley BTU admin Oliver Bamlett Frontline Admin Lori Darmon Debt Admin Marta Hughes CAB friend Maria Torres-Walker CAB friend Zofia Everett CAB Friend Gillian Allum Chaperone Peter Clauson Chaperone Lisa Christie-Lovatt Chaperone Pam Frewer Chaperone Alison White Chaperone Peter White Chaperone

www.uttlesfordcab.org.uk

“Working with a great team of likeminded people, we seek to help our clients with all their issues. My reward is the sense of achievement when problems are resolved ... plus it is one of the best forms of occupational therapy that I have found in retirement!”

Chris – volunteer

VOLUNTEERS

Advisers Dodie Brooks Sarah Brock Peter Clarke Christine Crookes Peter Gould Julie Haines Judith Hasler Rosalind Hembry Anne Hopkins Peter Janke Steven Mitchell Sally Moser Helen Rayner David Rowland Ann Smith Sue Smith Fiona Symonds Judy Thomson Nigel Varnam Michele Wacey Ann Wade Barbara Wilcox Gateway Assessors Sean O’Sullivan Carol Clarke Liz Crilley Jane Davies Janet Elsey Xiao (Dana) He Jackie Jones Chris Phillips Jane Thirkettle

Trainee Advisers and Assessors Sarah Jane Akhtar Charlotte Chambers Janet Strong John Summers Delyth Williams Bronwen Woods Julie Bruce Smith Louise Burton Jacqueline Lucas Bernadette Meads Janice Wrigley Money Doctors Marta De Bruijn Philippa Hopewell Catherine Essery John French Joanne Stone Eve Roberts Disability Benefits Team June Baker Ginny Eley Sue Kinmonth Roy Lowe Lesley Sibson Catherine Smith Fiona Symonds Jan Tooley Fiona Wilkinson

With thanks to ...

All our volunteers and paid staff for the amazing job they do! our funders in 2014–15:

l Uttlesford District Council l Saffron Walden Town Council l Essex County Council l South Cambs District Council l Great Dunmow Town Council l Big Lottery Fund (ASTF) l Tees Law l Many of Uttlesford’s Parish Councils l Hastoe Housing l Saffron Walden Carnival Committee l Waitrose l Rotary Club of Saffron Walden l Religious Society of Friends (Quakers) l Anglia Parent’s Club l Inner Wheel Club of Saffron Walden

LOCAL ORGANISATIONS WHO SUPPORT OUR WORK AND HELP OUR CLIENTS:

Citizens Advice Bureau Saffron Walden

Barnards Yard Saffron Walden Essex CB11 4EB Telephone: 01799 618840 Opening Times Monday 9.30am–3.30pm Tuesday 9.30am–3.30pm Wednesday debt appointments only Thursday 9.30am–3.30pm Friday 9.30am–3.30pm

Citizens Advice Bureau Great Dunmow The Chestnuts Suite 8 4 Stortford Road Essex CM6 1DA Telephone: 01799 618840 Opening Times Tuesday 9.30am–3.30pm Wednesday 9.30am–3.30pm Thursday 9.30am–3.30pm

HELP US

If you want to support the work of Citizens Advice perhaps you could: host a fundraiser, help with a street collection, write to an MP about a campaign we are supporting, become a volunteer or make a commitment to donate?

Please visit www.uttlesfordcab.org.uk

Citizens Advice Bureau Thaxted

Thaxted Community Information Centre 7 Town Street Thaxted Essex CM6 2LD Telephone: 01799 618840 Appointment only Monday 9.30am–12.30pm (fortnightly)

Citizens Advice Bureau Stansted Mountfitchet

Spangles Children’s/Youth Centre Lower Street Stansted Moutfitchet CM24 8LR Telephone: 01799 618840 Appointment only Thursday 9.30am–12.30pm Monday 9.30am–12.30pm (fortnightly)

Appointments are also available in Takeley via a video link.

Uttlesford Citizens Advice Bureau Company Registered no. 3771142 Charity Registration No. 1078222. Citizens Advice Bureau Member no.65/0048

Design & Print: www.design-mill.co.uk

l Saffron Walden United Charities l Gibson Trust l Alexia Wilson Trust l Great Dunmow Amalgamated Trusts l Great Dunmow Co-op l Tees Solicitors l Taylor Vinters Solicitors l Slater & Gordon Solicitors l Heckford Norton Solicitors l Adams Harrison Solicitors l FM&C Saffron Walden Solicitors l Foort Taylor Solicitors l PDJ Law l Ridgeons l Hollie Haines l The Design Mill l Richard Percy