Chairman’s Report particularly through the use of IT systems take this opportunity to thank Denise for all that are aimed at allowing our clients of the excellent work that she did for the easier access to our services. bureau for over 25 years and to welcome Lesley to the post of Chief Executive Officer. We now make extensive use of systems Lesley worked closely with Denise for a such as Skype to allow clients to discuss number of years and her appointment their issues with us from their own homes or ensured that the change was as seamless from facilities such as libraries for example. as it could be so as to ensure that any We have also secured funding to allow us to disruption to the work of the bureau was provide services in the evenings so that we minimized. can ensure that clients are able to contact us when it best suits them. As in previous years we will, once again, face challenges in ensuring that we continue to develop our services to meet our It gives me great pleasure to present List of Trustees service needs at a time when funding is CAB's annual report for likely to be limited. I am confident though that 2013 – 2014 and I would like to take the Chairman Brian Thomas together we can meet these challenges and Vice Chairman Alastair Morgan opportunity to thank the bureau's trustees, that we will continue to improve and staff and volunteers for all of their hard Company secretary Mike Denman Trustee Robert Williams enhance our services over the next twelve work over the last twelve months. Trustee Alan Bodicoat month period and probably in future years as In the last year we have faced reductions in Trustee Gay Brookes well. Trustee Gwyn Dryhurst Dodd the levels of funding that we have received Trustee Yveline Hands I would like to extend a special thank you to together with a considerable increase in Trustee David Meredith Jones all of our stakeholders and project funders the number of people who wanted to use Trustee Beth Roberts for their continued support in the last year, our services. Despite having to face these Trustee Richard Thomas many of them have faced drastic cuts to their challenges we have been able to increase Retired Trustee Bill Ellis Jones funding. the level and types of services that we provide to meet the needs of the population These innovations have not only helped us The Bureau is grateful to them for their that we serve. to better meet our clients’ needs, but have continued support without which we would also made sure that we are using our not be able to deliver our core volunteer As in previous years we undertook a survey resources as effectively as we can. services, recruit and train volunteers and to identify our clients’ needs and this was ensure their professional development. used to shape our services both for the At the end of 2013 our Chief Executive Brian Thomas present time as well as for future years. We Officer, Denise Bailey, retired and was Trustee Board Chairman have been able to introduce new innovations succeeded by Lesley Powell. I would like to Denbighshire CAB We work in partnership Following her retirement in December 2013, A word from the with our after 26 years, Denise Bailey CEO, left the County Councillors legacy of a robust, dynamic and resilient Chief Executive and MPs to enables us organisation and I thank her for the support and Officer to resolve clients encouragement she gave to me. The transition problems. from part time to full time CEO has been made easier for me by the support of the I joined CAB over 20 years ago and I am as The awards we have received this year are a management team, staff, volunteers and our passionate about the service now as I was significant endorsement of the quality and proactive, experienced Trustee board. then. I cannot imagine that there is a better value of our service. The award from the I thank you all. motivation or incentive for any career than to Institute of Money Advisers for Debt Team of work within an organisation where you see on the Year 2014 is a huge accolade and an We were proud to host the a daily basis the lives of the people you help accreditation of the high standard of work we Citizens Advice Cymru improve and progress. I know I am not alone in undertake for our clients in Money Advice. To stand at the 2013 this belief; everyone involved with Denbighshire be runner up for the “Best Innovation” for our National Eisteddfod in CAB is of the same purpose, all striving to ground breaking use of Skype is the “icing on . Everyone enjoyed make a difference and change people’s lives the cake”. the opportunity to be part of for the better. this exciting cultural event. “Without you, so many people would simply Denbighshire CAB triples every £1 of grant have no one to turn to and would have to live funding from Denbighshire County Council what one of the gentlemen called “the long No doubt there will be challenges ahead for us by drawing into the county additional funding corridor to despair alone”. Thanks to you and and our clients but one of our key strengths is from Welsh Government, Big Lottery and your volunteers I know there will be people the ability to adapt, change and develop to other agencies. who have lives they can bear living and who meet the needs of our clients and the demands wake every morning not afraid of what the of our funders. We have evolved into a Once again, last year in December, day might bring.” contemporary and relevant organisation able to Denbighshire was hit by another natural Sarah Rochira face the future with a clear direction, continuing disaster, this time it was in , when the sea Older People’s Commissioner for to do what we do best – helping people to find breached the defences. Once again, a way forward. Denbighshire CAB rallied as with the St. Asaph We were extremely pleased to receive our Lesley Powell floods in the previous year, we were there award for “Campaign of the Year " at the Chief Executive Officer when people needed us most, providing help Citizens Advice Cymru AGM for our work in and support at the emergency centre. I’m establishing the Foodbank in Denbigh and now Thank you to Mac McCarthy, for his proud of the team who so willingly gave their in . We are an organisation that is willing continuing support in maintaining and time over the weekends and evenings. to take on projects for the benefit of our updating our IT resources. communities. Ruthin Bureau First Fifty Years’ of ‘Giving bureau ‘opened its doors’ is The number of enquiries grew ‘50 years of service’ good advice free in Ruthin since perhaps an exaggeration as it slowly but the first major increase 1964! was housed in a back room on came in 1969 when the bureau The first meeting held to discuss the first floor of the Rural was offered better accommodation. the possibility took place in April Council. It had no In April 1974 two small rooms 1962. Five persons present, three typewriter or telephone until 1975. of those came from Colwyn Bay became vacant at the rear of the Town Hall they were bureau who came to give Advisers had no intense training offered to the bureau and were support (Colwyn Bay then was in course such as that which new the old county of Denbighshire). volunteers undergo today they immediately accepted. As these merely attended a few lectures new premises were more central, It was anticipated that an annual given by local police, solicitors, there was an instant increase in the Recently I found a pamphlet outlay of £40 - £50 was needed. social workers, etc... number of clients. In the early days written in 1989, ‘Giving Good The Borough Council gave its the average number of clients was Advice Free in Ruthin Since 1964’ support and provided offices; the The first client appeared on about 2 per week! a short history of ‘The First suggested date was October th January 10 asking for names Twenty Five Years’. Now by my 1963 but was finally opened th of manufacturers of wrought iron Judith Bennett calculations that makes it ‘The January 6 1964. To say that the Ruthin Bureau Manager

A Positive Outcome insurance and her car was Adviceline Cymru we confirm to impounded. achieve a very good The client was a single We provide a pan Wales overall standard. parent with three school age We established that her telephone advice service in insurance company had Cit Ad continues to seek children. conjuction with all Wales CAB. new ways to enhance telephone cancelled her policy in error; People can ring on Immediately after renewing her however the police would still not services to clients as with the 03444 111 444 and a move to a Freephone number in car insurance the client’s home drop the case as technically she gateway assessor based in September. It is anticipated that was flooded and she had to did not have insurance. leave her home. The client had any CAB in Wales will answer there will be further national all her documents stored in a We then successfully assisted their enquiry. developments in this respect downstairs room and they were the client in having a fine of £750 Our dedicated team assure in over coming months. th destroyed in the flood. and 6 penalty points set aside at 13/14 the 7 highest in Wales. Regular quality Rosanne Jarvis Some time later the client was a court hearing and obtained assessment measure our Adviceline Supervisor shocked to be stopped by the compensation of £1,064 from the performance and work. police for driving without insurance company. Denbigh Bureau At the time of its inception there was a year to embrace the changes of our in general assumption that the Foodbank house IT systems and to the changes of would be dealing with people on benefits welfare reform. who were facing changes because of the welfare reform, however this assumption I feel the most enjoyable part of my role quickly changed and as a bureau we have has been to work alongside the volunteers been active in referring clients who are in and experience first hand the difference employment but still fighting the effects of they make to peoples lives. recession. Many of these families are struggling to maintain their employment They are dedicated to helping all members due to rising costs of travel, utilities and of our community and it has been a housekeeping. privilege to work along side them.

We have continued our involvement with Winnie Lawson I have been managing the bureau since the Upper Denbigh Partnership, we feel it is Denbigh Bureau Manager January 2014. It has been challenging but important for the local community to have also very rewarding. its own voice in matters that are most “We have had a makeover” important to them. We hope to become We were delighted to be part of the more involved and to offer assistance to Eisteddfod in Denbigh and our staff and those who are striving to improve the local volunteers enthusiastically attended the community. Food for thought! Citizens Advice Cymru stand each day. We The available statistics show that this felt it was a very successful event, which Welfare Reform has caused difficulties for year we have issued 361 food vouchers enabled Denbighshire to highlight what it many of our clients, the bureau has through bureau, which have fed 525 has to offer to a wider audience. endeavoured to alleviate these problems adults and children. and has generated some extremely good We have been involved in a number of social policy, in particular we have been The main reasons for issue have been local partnership projects most notably the active in referring clients’ problems to Chris low income and benefit changes and Foodbank. Ruane who has been very helpful in delays. bringing our clients’ issues to the fore and As former Vice Chair of the Foodbank, it is also resolving problems they are There are a large number of agencies heartening to see that the numbers of experiencing. authorised to issue food vouchers in people assisted have continued to increase Denbigh and in total 2163 vouchers have and the Foodbank has extended its service The volunteers at Denbigh are excellent been issued to the Foodbank in the two to Ruthin. team players, they have worked hard this years it has been opened. Prestatyn and Melidan and clients find this location to be Rhyl Bureau facilities, if all the plans come easily accessible. together. Outreach "Rhyl Bureau has had a busy and We opened a new drop in We have noticed a marked increase We were awarded a grant from the fruitful year. We have trained 11 Prestatyn and Community session in Meliden and this is gateway assessors and 5 advisors. in people who, through various proving to be a popular service! reasons, need foodbank help. We Partnership (RWE). We have used We have also facilitated two 'Open this grant to buy new IT and pay for Door Agency' 14 week placement are pleased to be registered referrers for the Salvation Army the rental of the Meliden personnel that we trained in and Prestatyn provision; Kings Store House; Community Centre Alix Roberts reception work. Library. We are delighted to have Trussell Trust and Outreach Adviser " Rhyl extended the bureau opening Communities First Foodbank. relocated to the newly refurbished hours by 8 hours per week. We are Library in Prestatyn working closely with our Landlords In fact the bureau recently applications made for benefit who kindly allowed us the use of an featured in a television The Ablett Unit claims. If the client is in hospital for extra room for our work. Also we are documentary on foodbanks in Rhyl. We provide an outreach service at a period of time the assistance can very excited about the up and the Ablett Psychiatric Unit in Glan be ongoing in the hospital. If the coming renovation work that will Janet O’Driscoll Hospital every Wednesday. client is discharged the client can really upgrade the Rhyl Bureau Rhyl Bureau Manager be referred to another specialist The Ablett Outreach provides caseworker or we continue to support and advice for clients who provide help very often working with are in-patients of the unit and also Dee Valley issues, including: debt, welfare support workers, mental health benefits, employment, consumer, those who are under the care of the advocates and CPN’s to provide Extended Advice Service Home Treatment Team, who are family, tax, housing and more. the client with support to try and able to make appointments for the Our Dee Valley Extended Advice ensure that the clients mental We have also continued to work clients that they are supporting at Service holds open-door sessions health does not deteriorate when with the local foodbank (Matt’s home. in every Tuesday and they leave hospital. Food Bank) as authorised voucher Thursday and in every holders. Enabling us to provide Issues dealt with have ranged from This is a very important outreach Wednesday, between the hours of debt and benefits to inheritance and 09:30 and 12:30. clients with the means of receiving dealing with some of the most food packages (in both Llangollen immigration. As well as dealing with vulnerable clients; it is an Our presence in the Dee Valley has and Corwen) where circumstances the presenting issue I look for any immensely rewarding project to be continued to show itself to be a vital have left them in financial turmoil underlying issues and always check involved with. service for the residents of and unable to afford food. benefit entitlements. Llangollen and Corwen. We have Tanya Bowyer assisted individuals with an array of Roderick Ritch Emergencies are dealt with straight Outreach Adviser EAS Adviser away, creditors contacted and Dorothea breadth and depth of so many Ben Martin different areas from debt to Being a volunteer over the last 2 benefits to consumer to Coming from a research Volunteering for the Citizens years with Denbighshire Citizens employment etc. and also to background, the CAB has Advice Bureau is one of the Advice Bureau has been a see the role that Citizens presented a fascinating opportunity best decisions I made. It is a rewarding experience. I do one Advice has in identifying social to transfer and further develop my great way to learn new skills, day on Adviceline and a second policy issues and to work skills in gathering, analysing and make friends and feel part of an day as Gateway. I am just towards correcting those presenting information. Working enthusiastic team. The training coming to the end of my Adviser issues at both a local and within the Denbighshire bureaux is excellent and the support Training. There are an amazing national level. offers a unique insight into the you receive from everyone in the bureau is fantastic. You bunch of people in bureau who issues and difficulties faced by get to meet a diverse group of are always cheerful and Training – I have found many in our local community, all too people with very different supportive. No matter how I feel this to be extensive and often those who are the most problems, no day is the same. at the start of the day when I thorough and far deeper than I vulnerable and it can be a highly Then you go home feeling leave I feel much more positive had ever expected. Everyone rewarding experience to assist our great, knowing that you have and cheerful. from colleagues to tutor to clients to empower themselves to been able to help somebody. assessor has been helpful, overcome these problems. As a encouraging and supportive famous son of Wales once advised: It can be difficult at times when throughout. Never in 40 years you get to hear some of the of teaching have I ever “Do not go gentle into that good Sally difficulties clients are experienced such a level and night. Rage, rage against the One of the most rewarding experiencing but just being able depth of useful training! dying of the light.” things I have done since I to show them choices or direct retired 5 months ago. them to specialist services If you enjoying working Volunteering at Denbigh CAB makes it all worthwhile. with people and helping them Rosemary has made me think hard about Although I still find the to find a way forward in their my values and government responsibility in an Adviser difficulties I can thoroughly As the longest serving adviser in policy. It is a saervice capacity a bit daunting it is good recommend people to consider Denbigh Bureau, I would say that which is definitely needed being able to take things that bit becoming a volunteer at one of while CAB has gone through huge and in which I feel valued and further and see a client reach a the bureaux. No two days, no changes the integrity and useful. I’ve really enjoyed satisfactory outcome. It has two clients are the same – it is commitment of its volunteers working with the staff and been a real surprise to see and always different. remains the same. other volunteers, the experience the range and camaraderie and the cake! Volunteers don't get paid Social Policy Gateway Assessors Not because they're worthless, but because they're priceless. Coordinator Campaigners Ruth Bacon Jayne Hanlon Sandra Canter Lowri Smith Ivan Bennett Tim Heys Alan Parfitt Val Chilton Julie Lennon Training Our training programme Outcome Coordinator Nicola Davies Nayan Patel never stops! We continue to Tim Davies Ged Roper This year we have been train and develop our staff and John Gwyn Davies Jeanette Drinkwater Rachel Talbot pleased to welcome 25 new volunteers to ensure they are Susan Edwards Elaine Thomas Martin Firman Gavin Turner up to date with all the changes Admin Support volunteers to train in various Linda Gordon Rachel Williamson roles within our Denbighshire to policy and legislation so they Laura Adams Diane Highton Chris Grier CAB. Every role is a vital can effectively help and Tibor Baricz Lyndsey O’Driscoll and essential component to support our clients. Debjani Basu Lynn Skelland Adviceline Advisers our overall service. This year we have worked Janet Blackshaw Maggie Roe closely with John Cowen Carina Thomas Barry Cook Each new volunteer Glyndwr University, Open Laura Farnsworth Denise Thomas Helen Cooper Robert Lube undergoes structured and Doors and we have taken Carina Fraser Margaret Watkins Dorothea Harber Susan Steele supported training to ensure trainees from the DWP on Marlene Hale they are confident and work placements to provide Advice Session Supervisors Advisers competent and get the most them with real work experience from their volunteering and training to enable them to David Jones Roger Sager Jean Amos Robert Lube experience with us. get employment. Megan Owen Dorothy Price Jeff Armstrong Ursel Luhde Yvonne O’Donnell Denise Carter Carl Makin Judith Davies Pat O’Niel Ann Dewberry Trainees Carys Dawson Roger Parry Training Manager Mary Dent Judi Pearson Caroline Ashford Graham Kendall Chris Easthope David Rhodes James Ball Hazel Lynch Robert Eckersall Chris Rudkin Qualifications through volunteering Debbie Bamford Chris Madoc-Jones Pauline Edwards Janet Salt Bob Bishop Michelle Newton Edward Flynn Nicholas Snape at Denbighshire CAB Aaron Bridge Michelle Payne Ben Goldstein Ken Williams Amy Cook Peter Regan Rosemary Griffiths Myfanwy Williams In March 2014, Denbighshire CAB was proud Siwan Edwards Charles Roberts Paul Hey Alan Williams to present Carl Makin with his Level 3 award of Volunteers Meet our Team Moataz El-Meligui Joanne Robinson Dilys Hughes Barbara Williams in providing Initial Legal Advice. Wiktor Fiutek Linda Wells Gill Jones Kate Williams Sarah Faire Amanda Wiggan This is the first qualification awarded by the Citizens Advice Margret Lloyd Martin L Williams Shiela Hammond Howard Williams Heather qualifications assessment centre and is one of the four legal Danielle Hewitt Anna Williams advice qualifications that have been developed between Alun Jones Pauline Williams Employment Specialist Citizens Advice, bureaux and other agencies. Rebecca Jones Paul Randles The CAB helped me greatly and put me in touch with a local councillor who in turn Our Money Advice spoke to the council on my Service adviser saw in behalf to resolve my excess of 800 clients situation with money worries. The largest Denbighshire is the Citizens Advice household Having dealt with CAB highest ranked local gave me confidence bankruptcy several years ago, I knew I authority in the UK for that I had a leg to was nearly It took three days for the could rely on their dedication Debt Relief Orders. stand on and I was £1 million. to the job. The powers that CAB to resolve the problem The number of able to confront the be seem to listen when you with my phone, after several house issue without have the backing of the CAB weeks of trying desperately repossessions giving up. to tackle the issue myself. prevented was 135, saving the When I have a local authority problem I go straight to the CAB. It is a We don’t just help with one over £675,000. We are trusted by great organisation problem, clients trusted us to our clients with 94% We are ranked and I would be lost Adviser was a help them resolve on average of them rating our in the top 20% without it great help, non- 3 different problems which service as excellent. for our quality were troubling them. judgemental and of advice. Advisers were very gave me good committed to helping advice, great us, we couldn’t have service asked for better.

Demand for debt The adviser was advice increased Value of lped very helpful and by 35%. We he Volunteering al went above and Addition lift Our volunteers gave t beyond the call of income al mos us 27,480 hours of lies duty to get us a Adviser was gained 0 fa mi their time which s 50 great result. brilliant. Thank r client out of equated to over fo . you so much, was poverty £436,000 of advice s of so very happy exces for our community. The number of clients sup- in n. with the result £3 millio ported at benefit appeals

increased by 117%. The Award Winning We are an innovative and dynamic but also being runner up for the time when we had suffered Money Advice Team, not afraid to UK “Best New Initiative” award. substantial funding cuts. Money Advice experiment, trial, enhance and Team develop our service delivery to In the last few years we have seen Denbighshire is ranked the highest achieve our overarching aim which is the demand for debt advice local authority in the UK for Debt to help those in our community in increase by 26% and 32%, the Relief Orders (a form of mini need of high quality money ability to perform at this level is bankruptcy for those with debts advice. testimony of our desire to be below £15,000); whilst the highest innovative, efficient, low cost, well ranking position is not a statistic we The Money Advice Team has built trained and professional. Our runner are proud of, what we are proud of upon last year’s accolade of being a up for the “Best New Initiative” award is our Money Advice Team’s “Safe Port in a Financial Storm” by was for our innovative use of Skype determination to resolve over not only winning the prestigious to enable us to deliver an efficient indebtedness which clearly exists Institute of Money Advisers UK and cost effective service to help and is increasing. “Debt Team of the Year” award those in our community at a

Money Advice Team to the rescue when client suffered oppression Unscrupulous lender held to Our client was evicted from her oppression during the eviction and would not allow her to Account, £5,800 loan turned mortgaged property; she had to process and that the Building regain possession of her home into a £66,000 debt move into temporary Society had abused its position; again without a full court Our client suffered a stroke accommodation as she and her we then secured the services of hearing, with possible and her family approached us child were homeless, all her a highly respected specialist substantial legal costs to pay if concerning a secured loan she possessions remained locked in barrister who was prepared to she lost; even though her family had taken out in 1991. The nd the house. She had ignored the represent her at no cost such had come forward and agreed to loan was a 2 mortgage on her threat of repossession hoping it was his interest in this case as it clear the arrears in full the Delivering house and so if she did not pay would go away, she had was thought it could become a Building Society still refused to it she could lose her home. suffered with her health and landmark legal case. allow her to clear the arrears Positive could not manage to deal with and move back into her former Outcomes The loan was for £5,800 over We wrote to the Building the arrears position that had home. 10 years and yet 23 years later Society’s Chief Executive as built up. The court could not it claimed she still owed agreed with the barrister to legally allow her back into the The outcome was that after £24,000 after paying back complain that there was property after the eviction and strong representation by the £42,000. oppression during the eviction she stood to lose circa £35,000 Money Advice Team, the process and that there was of her equity once the Building Building Society allowed her to substantial reputational risk to We persuaded the lender to Society sold the property. regain possession within 7 days the Society if it lost the case. write off the loan and release and without the need for the its charge on her house which We argued, at an initial court Initially the Building Society’s hearing with possible substantial legal team denied oppression was a great relief for our client hearing, that there was legal costs if she lost. and her family.

Immediate Money Advice The Money Advice Service Helping people make better informed

decisions about their money We recognised the need for an Immediate The Money Advice Service is an independent Money Advice service for those clients organisation set up by the Government to help Dave Haycocks, our Money Adviser helps needing emergency assistance with eviction people manage their money. We operate two clients needing money advice. Dave delivers for mortgage and rent arrears, bailiff action in distinct services as key delivery partner. advice on pensions, investments, mortgages, respect of Council Tax and Magistrates’ taxation, benefits, budgeting and all other Court fines together with utility supply aspects of money advice. Dave says no two disconnection. We piloted a countywide days are the same as people need advice on service which was accessible via Skype, a whole range of money issues which are telephone, face to face and email. Client Debt and Preventative troubling them; this is challenging but also feedback and satisfaction was extremely Money Advice highly rewarding when they leave the positive and the service highly valued. appointment with the answer to their problems. Colette Tamblyn our senior Money Advice Roy Charlesworth, our Immediate Money caseworker helps people deal with their debts The Big Lottery Fund project Adviser says you can see the relief on a when they can’t cope and also helps them client’s face when we resolve their problem manage their money. Following the completion of our self analytical which they thought was insurmountable. Debt Survey in 2013, our clients said they “Unaffordable HP agreement cancelled needed an evening and weekend service Paul Webster, our Rhyl County Court Money and £2,000 deposit refunded” delivery; we responded to this and also Adviser helps people facing eviction. He says recognised the need for improved money whilst the number of evictions has fallen he is Colette says there have been so many management skills in the community. concerned as to the number of Possession successful outcomes this year; one of the Orders being sought by lenders currently and most satisfying was when she assisted clients We had completed 2 bankruptcies and a Debt whether this subsequently results in more who both had serious health issues. The Relief Order for 3 generations of the same evictions. lender should have realised this and more family, this and our Debt Survey were a catalyst importantly that they could not afford to for us to seek funding to help clients with their Money Advice in the media borrow a substantial sum to purchase a static money management skills.

caravan. We see this as an extremely valuable The team was asked to participate in national TV and Radio programmes and newspaper After strong advocacy on behalf of our clients enhancement to our Money Advice Service so features on poverty and debt. Colette Tamblyn the lender agreed to cancel the agreement as to assist an ever changing demographic mix featured prominently on the ITV Wales 6pm and refund in full the £2,000 deposit they had and to enable those in work to access our news and Paul Roberts was interviewed on paid, our clients were relieved that we had services whilst at the same time developing Radio 5 Live in response to the Centre for managed to resolve the position as they were their own money management skills so that our Social Justice Report on poverty in seaside extremely concerned that the repayments clients become more financially resilient in the towns. would have forced them to choose between future. Newspaper features included making the payments or paying for food and Paul Roberts “January Blues” – Debt after Christmas utility bills. Money Advice Manager and client was able to claim carer’s replaced Disability Learning Helping Families Better Advice allowance. Allowance in June 2013 has been Better Lives As a part of the Better Advice subject to delays and back logs. Better Lives project Welsh The family income increased by £400 With May clients waiting up to 9 The impact of welfare reform has Government have identified a need to per week and client was able to months for a decision. We have provided the anticipated increase in fund specific help for families with access the Family Fund, which worked with Chris Ruane MP to demand for our service. This disabled children, to ensure they get provided holiday vouchers for the first demand however is more acute and raise these issues at policy level. family holiday they were able to the benefits they are entitled to. critical as clients seek immediate afford. Our BABL team, funded by Welsh help to deal with mandatory We work closely with the Integrated Government, is able to provide the The client was able to access reconsideration, sanction and Children’s Services at Denbighshire responsive, experienced and knowl- disability sports facilities specifically appeal; and one without benefit and recently had a referral for a edge our clients need at a now designed for children with ASD. payments until these challenges are young woman with two children who challenging times. successful. have a diagnosis of ASD. The family were raised above the Eleri Jones poverty line and are now doing The roll-over of the Personal The family were suffering financial Benefits Advice Caseworker really well. Independence Payment which hardship and client was restricted in the activities available for the We had feedback from the family children. which stated our service is ‘worth it’s weight in gold’. Individual Assistance Payment from We assisted client to complete two Case Study To be able to change peoples lives in the Discretionary Assistance Fund, Disability Living Allowance forms, Our client was homeless and for the purchase of the items both children were awarded benefit this way is a privilege. suffering with depression and poor necessary to make a house a mobility. He was claiming home, as included: a bed, fridge, Working with our MP receive a decision until April 2014, Employment Support Allowance cooker, curtains, carpets and more. it has taken 6 months to process. and Disability Living Allowance, but We assisted a client with her did not have the means available to We have since continued to act as Disability Living Allowance as she The caseworker dealing with this secure accommodation. a support mechanism for him to had let her renewal run out. contacted Chris Ruane and made a establish himself in the community, complaint about the length of time it We assisted him to find rented after what has been a long and When she attempted to make a had taken to process. We received accommodation. We helped him enduring unsettled way of life. fresh claim, it was refused and she a call back from the MP advising with a claim for a Discretionary Where he knows that we are here was advised to make a claim for that he had a parliamentary Housing Payment for his deposit should he need help with any other Personal Independence Payment. meeting with the head of Capita and helped him apply for Housing matters, as has for example and that he would discuss this Benefit and Council Tax Reduction included, helping him to register The client had made her application case. Within that day the client for his rent and council tax. We also with a local GP. and received the examination at received a decision and she was assisted him with a claim for an home in October 2013 but did not awarded the enhanced mobility and Ark Project Rhyl Floods the St. Asaph floods in 2012 was invaluable, we had the capacity, knowledge and The Ark project, funded by the Big Lottery, In December 2013, 400 people in Rhyl were expertise to provide the assistance and was a project bringing together a number of forced to leave their homes after high tides support the people needed to help them voluntary agencies to provide advice and and gale force winds battered the North recover the lives they had before the flood. support for residents affected by flooding in Wales coast causing flooding to hundreds of Ruthin and St. Asaph during 2012. As well as homes in Rhyl. DCAB immediately The Big Lottery later agreed to extend the Denbighshire Citizens Advice Bureau responded to the disaster, attending with services offered by the Ark project to help (DCAB) the other agencies within the project staff and volunteers at the emergency relief the flood areas of Rhyl. The work that DCAB were Mind, Age Connects, Denbighshire centre. Initially we worked with the Council has done in Rhyl with those affected by Care and Repair and Benefits Advice Shop. and helped people to find accommodation, flooding is ongoing and has evolved over This was a unique collaboration that ensured dry clothes and toiletries. the months, from helping with initial that people affected by flooding were able to emergencies to providing assistance with access different forms of support and advice In the following weeks we remained at the ongoing problems such as disputes with as needed. relief centre providing advice and support for insurance companies. DCAB set up an the myriad of problems that clients were outreach in Ty Newydd Church in Rhyl, DCAB set up an outreach in St. Asaph, trying to deal with such as insurance claims, within the flooded area, on Tuesdays and initially located in Jones Peckover’s offices, claims for benefits, grants, housing and Thursdays between 2:00pm and 4:00pm. this was later moved to the library when it utility issues. reopened following a refurbishment so that Tanya Bowyer the service was easily accessible to Our experience with helping the victims of Outreach Adviser everyone. This outreach is open every Monday morning from 9:30am to 1:00pm. It has been very popular and has been utilised by both those affected by flooding ‘’Just to let you know we got a letter and other residents in the area. from the charity you referred us to today with a cheque

for £400. ‘’Thank you so much for your help Thank you so much for your help with that I did not expect to get that I on my and mum’s behalf. You seem

“Thank you for helping me thought it would be to have achieved much more in one to obtain another knock back” phone call and emails than seems to reasonably priced have been done since the flood ac- house insurance” tually happened’’

Employment and Support Campaign of the Year Award

Allowance Campaign Lowri Smith and Lesley Powell were proud to

We are taking part in the National Campaign receive the award for “Campaign of the Year” at the Citizens Advice Cymru AGM. The award was throughout 2014 to improve Employment and Support Allowance. When is there a for “a piece of work which made a difference to the Social Policy Issue? local community”. Employment and Support Allowance is one of Denbighshire CAB were founders of the the main problems clients are facing. We are When a client experiences injustice as calling on the Government to make Foodbank in Denbigh, they recognised a need a consequence of existing laws, rules, in their community and Lowri Smith along with fundamental reforms to how Employment and principles and procedures. Support Allowance works. several of our staff and volunteers worked together to establish the Foodbank at Why do we do Capel Mawr in Denbigh and recently and Social Policy work? additional Foodbank in Ruthin.

Energy Best Deal By collecting information we can Our Owl sits very well amongst our other awards and trophies! We took part in Energy contribute towards changing the Saving Week in January and causes of social problems and focused on raising improve the welfare of clients. awareness amongst consumers of This year the Social Policy team have methods to decrease their been busy campaigning for change. energy bills, get support from suppliers and become more energy efficient.

Scams Awareness Month

Throughout May the Social Policy Team took part in Scams Awareness month. We were joined by Sarah Orme-Thomas from Trading Standards and Heather Morris from Denbigh- shire Family Information Services. We held a stand at in Prestatyn and Tesco in Ruthin and gave out information on how to identify scams and how to take action by report- ing suspicious activity.

Clive the Scam Man was a hit with everyone!! Your Local Bureaux Our Aims Denbigh Rhyl Ruthin We aim to provide the advice people need for the problems they face, and to improve the 23 High Street 11 Water Street The Old Fire Station policies and practices that affect people’s Denbigh Rhyl Market Street lives. LL16 3HY LL18 1SP Ruthin LL15 1BE Our Principles Open Monday - Thursday Open Monday - Thursday Open Tuesday - Friday We provide free, confidential, impartial, and 09:30 to 14:30 09:30 to 15:00 09:30 to 13:00 independent advice to everyone on their rights and responsibilities. We value Tel - 01745 814 336 Tel - 01745 334 568 Tel - 01824 703 483 diversity, promote equality, and challenge discrimination.

Extended Advice Service (EAS) and Outreach Centres St. Asaph Outreach Meliden EAS Llangollen EAS St. Asaph Library Meliden Community Centre ECTARC Centre For further information about our services The Roe Talargoch Road Parade Street take a look at our website: St. Asaph Meliden Llangollen http://www.citizensadvice.org.uk LL17 0LU LL19 8LA LL20 8RB /denbighshirecab

Mondays 09:30 to 12:30 Thursdays 09:30 to 12:00 Tuesdays & Thursdays 09:30 to 12:30 Adviceline: 03444 772 020 Ablett Unit Outreach Prestatyn Outreach Corwen EAS Monday to Friday : 10.00 to 16.00 Ablett Unit Prestatyn Library Canolfan Ni Adviceguide: Ysbyty Glan Clwyd 21 Kings Avenue Corwen Community Centre http://www.adviceguide.org.uk Prestatyn London Road /wales.htm LL18 5UJ LL19 9AA Corwen Denbighshire Citizens Advice Bureaux is a registered LL21 0DP charity: Charity registration number 1109852. Wednesdays 09:15 to 11:15 Advice session for in-patients ONLY Tuesdays 09:30 to 13:00 Wednesdays 09:30 to 12:30 We are also a company Limited by Guarantee 5446940. Our registered office with Companies House Rhyl County Court Rhyl County Court, Clwyd Street, Rhyl, LL18 3LA is 23 High Street Denbigh Help Desk Tuesdays 09:30 to 12:00 Denbighshire LL16 3HY.