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Annual Report 2018/19 Annual report 2018/19 1 CITIZENS ADVICE • ANNUAL REPORT 2018/19 We are Citizens Advice We can all face problems that seem complicated or intimidating. At Citizens Advice, we believe no one should have to face these problems without good quality, independent advice. Our network of charities offers With the right evidence, we can show big confidential advice online, over the organisations – from companies right up phone, and in person, for free. to the government – how they can make things better for people. When we say we’re for everyone, we mean it. People rely on us because That’s why we’re here: to give people we’re independent and totally impartial. the knowledge and the confidence they need to find their way forward – No one else sees so many people with whoever they are, and whatever so many different kinds of problems, their problem. and that gives us a unique insight into the challenges people are facing today. For everyone, for 80 years. WWW.CITIZENSADVICE.ORG.UK 1 2 CITIZENS ADVICE • ANNUAL REPORT 2018/19 Contents Trustees’ report Introduction 5 How we work 6 The future of advice – Strategic framework 2019–2022 8 How we help people 10 Our impact 14 Our year at Citizens Advice Using our influence to tackle people’s problems 16 Adapting our services so we can help more people 20 We’re trusted by our clients and funders 22 Strategic report Our structure, governance and management 26 Financial review 40 Financial statements Independent auditor’s report 53 Financial statements 57 WWW.CITIZENSADVICE.ORG.UK 3 4 CITIZENS ADVICE • ANNUAL REPORT 2018/19 INTRODUCTION Introduction This year Citizens Advice has our service, with scope to innovate and We’ve continued to deliver and progress much to be proud of. Against a keep pace with the changing world. our other valued services including Pension Wise, the consumer service, backdrop of rapid change and We’ve continued to use our influence to debt advice and the Witness Service. uncertainty, we’ve continued to make a positive impact on people’s lives. be a stable source of advice and We submitted our first super-complaint There’s a lot to be proud of in this report in 7 years, influencing changes that will and we’re grateful to everyone who’s reassurance to millions of people. help stop loyal customers getting charged played a part. Our thanks go to Sir David unfairly across essential services. And we Varney who retired as Chair in October We helped 2.7 million people, saving advocated for changes to Universal Credit, 2018 and John Woodman who retired government and public services £485 making it easier to claim. as trustee and Treasurer in December million. This is a huge achievement which 2018. Most importantly, we’re extremely wouldn’t be possible without our 28,450 Our new Help to Claim service, piloted grateful to the staff and volunteers across volunteers and staff helping to give people this year and made possible by securing our service, who work tirelessly to tackle the knowledge and confidence to find a £51 million of funding, means we can people’s problems and make a positive way forward. now help people manage Universal Credit. difference. We’ve received funding to help people We’ve worked together as a service to affected by debt caused by gambling, We’re looking forward to celebrating our develop our new strategic framework online scams and those identified by 80th anniversary with renewed ambition – future of advice. This gives a firm the Windrush Scheme as needing more and commitment to deliver an outstanding foundation for us to develop and adapt, support. We’ve also received funding service for everyone, for another 80 years. so we can continue to meet client needs to prepare for changes related to Brexit and make our service as accessible as and to give expert energy advice to our Warren Buckley Gillian Guy possible. We’ve also invested in a new clients in Wales. Chair Chief Executive team focused on how people experience WWW.CITIZENSADVICE.ORG.UK 5 How we work The Citizens Advice service is made up of the national charity, and our network of over 270 independent local Citizens Advice charities. Our 850 6,300 role as a national charity is to enable local Citizens National staff Local staff Advice to deliver their services. We also deliver those and other services at a national level. We’re run by a mixture of 850 national and 6,300 local staff, 18,300 local volunteers and 3,000 Witness Service volunteers, who are all highly trained. 18,300 3,000 Local volunteers Witness Service Together we deliver the Witness Service, Pension Wise, the volunteers consumer service, the Help to Claim service and debt advice funded by the Money and Pensions Service. We’re also the consumer champion for the energy market and the statutory consumer watchdog for the postal service. Nationally, Citizens Advice is run from 6 administrative offices, Advice Advocacy and locally, advice is offered from approximately 2,550 locations. Together we deliver With the right evidence, The Witness Service is available in all criminal courts across advice and suppport we show companies and England and Wales. to millions of people the government how they can make things better for people 6 CITIZENS ADVICE • ANNUAL REPORT 2018/19 HOW WE WORK National offices Local Citizens Advice Witness Service courts WWW.CITIZENSADVICE.ORG.UK 7 The future of advice Strategic framework 2019–2022 This year we worked with our network of local charities to develop a new strategic framework for the next 3 years. Built around the people we help, this framework will help us to deliver the services people need, and make sure we’re sustainable, long into the future. 8 CITIZENS ADVICE • ANNUAL REPORT 2018/19 THE FUTURE OF ADVICE Our vision By 2022 – we’ll be able to make the following offer to the people who come to us: You won’t struggle to get help from us Our services will be available when you need them, and you’ll have a great experience – wherever you start your journey, whatever your need is, and wherever you are. Our service will feel joined up You’ll access advice quickly and easily through our different services and channels, without having to repeat yourself. We’ll help you find a way forward, whatever your problem We’ll offer you the resources, tools and expertise to solve your problem. If we can’t help you directly, we’ll signpost you or make a smooth referral to a trusted partner who can give you the advice you need. You’ll get the level of support you need If you’re at higher risk of disadvantage, detriment or harm, we’ll take extra steps to make sure you have the appropriate level of support. Whatever situation you’re in, you’ll be informed about the different ways of accessing support, and be able to choose the one that works best for you. You know that we’ll speak up for you We’ll advocate for changes to government policy and industry practices that are making life harder for you. WWW.CITIZENSADVICE.ORG.UK 9 How we help people Whether dealing with a single issue or a complex set of problems that requires more specialist support, this year we provided advice, support or information to 2.7 million people directly over the phone, by email, webchat, or face to face. Millions more viewed our online advice pages. In 2018/19, this included: 28,500,000 1,273,000 867,000 557,000 287,000 visits to our people helped people using our people calling our people getting help website face to face phone service consumer helpline by email or webchat We also helped people through our other services, which included: 142,700 127,000 61,300 people with money witnesses through people through and debt advice the Witness Service Pension Wise 10 CITIZENS ADVICE • ANNUAL REPORT 2018/19 HOW WE HELP PEOPLE The top 5 issues people wanted advice on: Consumer Benefits Benefits Employment and utilities 740,000 10 million 6.6 million 930,000 People Views seeking advice in of our online person, via email, advice pages phone or webchat Employment Debt Debt Consumer 200,000 380,000 3.2 million and utilities Housing Housing 4.8 million 260,000 3.2 million WWW.CITIZENSADVICE.ORG.UK 11 “I really felt Citizens Advice have got my back on this.” 12 CITIZENS ADVICE • ANNUAL REPORT 2018/19 GAIL’S STORY Gail’s story Gail used our national helpline for advice on her gas bills. “My gas supplier oversupplied advice, she said it’s under the me with more gas than I paid Consumer Goods Act under for in advance. Ever since then, Unfair Trading. She explained every month I’ve been getting a to me that this was unsolicited statement saying that I still owe goods and that I legally didn’t them this outstanding amount have to pay that amount. She of money. advised me to write them a letter – that there were I’ve had a look online about templates for those letters on what information there was, the Citizens Advice website. which eventually led me to Citizens Advice, so I phoned I do feel companies shouldn’t be their national helpline, and allowed to treat customers this spoke to someone called way. I really felt Citizens Advice Patrice. She gave me legal have got my back on this.” WWW.CITIZENSADVICE.ORG.UK 13 Our impact In 2018/19, 88% of the people who came to us said they’d recommend the service to a friend – a 4% increase on 2017/18 – and 85% said we helped them find a way forward.
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