We’re here for everyone
2019 /20
avis burjysi kernow We have helped 9,500 people with 55,200 issues this year CONTENTS
Map of Offices...... 4 – 5 Foreword ...... 6 – 7 Our advisers helped What is Citizens Advice Cornwall? ...... 8– 9 people in Cornwall Sarah’s Story ...... 10 gain £5.7 million in Toby’s Story ...... 11 income 2019-20 in Pictures ...... 12 – 13 Our Volunteers ...... 14 – 17 Tackling Domestic Violence...... 18 Macmillan Cancer Support ...... 19 Pensionwise and Debt Advice ...... 20 – 21 Victim Support ...... 22 Family Court Service and Help to Claim ...... 23 Financial Capability ...... 24 We helped people Money Matters...... 25 write-off a total of Research and Campaigns...... 26 – 27 £5.6 million in debts Graphics ...... 28–29 Our Finances ...... 30 – 31 Outcomes for the Year ...... 32 Why People Came to See Us ...... 33 Communications ...... 34 Client Experience ...... 35 How You Can Help Citizens Advice ...... 36 Our Value to Society...... 37 Looking Forward to 2021...... 38 Thanks and Contact Information...... 39
www.citizensadvicecornwall.org.uk
Citizens Advice Cornwall Performance and Impact Report 2019/20 3 4 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 5 Foreword From Fran Keene (Chair of Trustees) and John Baker, (Chair of Trustees to April 2020)
This was a challenging year for the charity, culminating in the rapid emergency response to the Covid-19 pandemic. Our staff, volunteers and Trustee Board demonstrated exceptional Fran Keene John Baker (Chair of Trustees) (Chair of Trustees to April 2020) commitment as, in the space of a few short weeks, we moved from predominantly face to face services to operate almost entirely over the phone or digitally; all the while maintaining high What People Say About Us client satisfaction, good quality advice and effective governance. “We would like to say a massive thank you for all of the hard work you put We were able to help 9,506 clients over the year with 55,205 in helping with our appeal and tribunal. We really appreciated the time and issues in the period. The impact of the help provided is indicated effort you all put in filling forms out, guiding us and supporting us through by a total income gain for clients of £5.7m with £5.6m of debts 15 months of worry. Thanks to you wonderful people we went to the written-off and £1.7m loan repayments re-scheduled. This year, tribunal and thankfully won our case. We both agreed that if we didn’t have for every £1 invested in us by Cornwall Council we generated the help and support from you we would not have been able to get through £1.58 in benefit, saving the Council £458,763. this.” (Client – Hayle) We have been successful in obtaining new longer-term funding “Recently I had some help with an error from my electricity supplier that to support low income families, young people leaving care and left me with a £1,000 bill. I applied for their fund myself but was rejected so people not in education, employment or training to become sought advice from yourselves. After submitting my request again I was told more financially capable. This will enable us to broaden our the £1,000 would be written-off. I am very thankful for this help received reach and deepen our support in ways that help people avoid from Citizens Advice.” (Client – Liskeard) more serious issues later in their lives. “This is to say a big thank you for your help. We won X’s appeal…common The Trustees thank all our staff and volunteers for their sense prevailed in the end. Thank you so much for your help. We couldn’t unyielding determination and care as we continue to navigate have done it without you.” (Client - Saltash) our way through this highly uncertain environment. We are “On behalf of my husband and myself we would like to extend our sincere deeply grateful to our funders and partners too for their thanks to your helpful, kind and understanding volunteers. Through their continued support and understanding. help we were able to remain in our home where we have lived for the past We remain a vital service for people across Cornwall as they 37 years. Words are just not enough to tell you how much we are grateful.” courageously tackle the problems they face, using our advice and (Client – Isles of Scilly) advocacy to find a way forward. “Thankyou for the amazing information and advice. I’ve contacted Pension Credit and the council as advised and explained the situation…your assistance has been invaluable.” (Client – St Austell) 6 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 7 WHAT IS CITIZENS CITIZENS ADVICE 80TH ANNIVERSARY In 2019 we celebrated the 80th anniversary of the national Citizens Advice ADVICE CORNWALL? organisation. The idea of a network of Citizens Advice Bureaux was first discussed in 1935, when government was starting to think about the formation of a welfare Citizens Advice Cornwall is part of the wider family state. In 1938, with war looming, the role was adapted to meeting the needs of Citizens Advice charities which celebrated its 80th of the civilian population under wartime regulations. anniversary in 2019. The day after war declared, on 3 September, 1939, the first 200 bureaux The organisation exists to offer free, independent and opened their doors and there were more than 1,000 offices by 1942, confidential advice to everyone to help solve their including offices in Cornwall. problems and improve their lives – from consumer issues to problems at work and from benefit applica- Common issues included the loss of ration books, homelessness and tions to debt relief and homelessness – we’re here to evacuations; missing relatives and prisoners of war. help everyone regardless of race, class, religion, The post-war years saw the focus shift to the creation of the welfare state politics or sexual identity. and the service continued thanks to funding from various charitable trusts. Working with a team of more than a hundred dedicated, In Cornwall, existing bureaux were merged into six independent passionate and highly trained staff and volunteers, CA Citizens Advice charities has nine offices across the county and outreach centres in the 1970s, corresponding to the district from Bude to St Mary’s on the Isles of Scilly. We’re also council areas. in various Job Centres and Cornwall Council Family Hubs In 2009, these charities merged to create across the county. the countywide service we have today. As an organisation, we value diversity, promote Nationally, Citizens Advice now operates equality and challenge discrimination. In addition from 3,400 locations across England to advice, we also lobby and campaign for changes to and Wales. policies and practices that impact on people’s lives, bringing concerns to the attention of local and national government and businesses. .
8 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 9 HOW WE HELP PEOPLE HOW WE HELP PEOPLE Sarah’s Story Toby’s Story
Sarah arrived for her appointment at our office anxious and Toby lives alone in social housing. His income is from Universal Credit, distressed. She had received a letter threatening committal to Personal Independence Payment and Council Tax support. He has prison following a failure to provide information to the court. She considerable physical and mental health issues. He was being troubled is a single parent of three children, working part time and claiming by a bailiff coming to the house which made him very distressed. benefits. He owed a lot of council tax and water bills plus an overdraft and We gave her the option of a Debt Relief Order (DRO). She has no some other credit debts. He had a small magistrate’s fine. Toby had assets, a shortfall of around £180-a-month and debts of around support from his family and we were able to liaise with them, with his £10,000. She was struggling to cover her priority commitments like permission. rent and council tax so a payment plan was never going to work. The debt was making Toby’s health worse, getting in the way of his We first addressed the shortfall as there is little point in dealing with ability to manage bills and spiralling out of control. the debts if the client cannot manage her priority commitments. We We were able to support him by writing to his creditors for balances checked the benefit entitlement and discovered Sarah’s Housing and putting things on hold until we could help him apply for a Debt Benefit award was incorrect because they were only paying for Relief Order so most of his debts could be written-off. Toby’s family two children. Once this was rectified, the Housing Benefit award wanted to help and they were able to clear a small court fine which increased by around £50-a-week. No backdated amount was due the DRO could not address. We also advised him to change to another because the error lay with the client. bank that did not charge and helped him managing his finances in We called the court and explained what we were doing. They put future. the account on hold and asked for a copy of the debtors notice to be A DRO was obtained for Toby and his sister paid the court fine, leaving emailed to them. They confirmed no further action would be taken him debt free. He also received support to budget going forward, help if the DRO goes through. with water bills, from Watercare and advice and support to apply for We managed to obtain a copy of Sarah’s credit report online and exemption from council tax due to severe mental impairment. she used her food money to pay the DRO fee. We gave the client a Lastly the Toby told us he had been in the Navy so we also signposted food bank voucher to cover this loss. The DRO was submitted and him to the Royal British Legion for further help on benefits and approved the next day. budgeting, as well as contact with other ex-service people. The end result was an increase in income by £50-a-week which Toby is now debt free and can hopefully remain so, due to having meant Sarah was able to afford to live and provide for her family. advice on the main areas that caused him to be in debt in the first She was also left completely debt free which improved her anxiety place. He also has two agencies he can call on for further advice and to a point that she felt able to increase her hours slightly at work support if needed. His mental health has improved because the stress and dedicate more time to her family and social life. of debt and bailiff visits has gone from his life. The client’s name has been changed to protect confidentiality. The client’s name has been changed to protect confidentiality. 10 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 11 2019 – 2020 IN PICTURES
80 th anniversary tree planting at Penlee Park, In 2019, we opened our new office in Bodmin’s Penzance Old Library building in a ceremony performed by our Patron and Lord Lieutenant of Cornwall, Edward Bolitho.
We held a display about the history of the Citizens Advice Service at Liskeard Methodist Church
Although many of our planned fundraising 80 th anniversary tree planting at a new activities were put on hold because of the community space off St George’s Road in coronavirus lockdown, Ruth Olver, our board Truro. Secretary, carried out a 2.6 Sponsored Challenge, carrying out 26 gardening tasks in a week and raising over £300 for Citizens Advice. As part of Scams Awareness Fortnight, we organised a publicity stand at Barclays Bank in Newquay with Devon and Cornwall Police. OUR VOLUNTEERS - Elaine Clayton VOLUNTEERING Background: Retired insurance underwriter - very early retirement - (bored housewife and mother). All sorts of people, of all ages and backgrounds, Why I joined CA: wanted something volunteer with us for many different reasons, but one interesting to do - using my brain but we thing our volunteers tell us is that volunteering with have too many holidays to take up paid their local Citizens Advice is enjoyable, rewarding, employment again. challenging and varied. Our volunteers – whether What I do at CA: Supervise other advisers, admin staff, researchers, fundraisers or advisers on a Tuesday - do advice myself trustees – are invaluable for the delivery of our other days of the week. projects and services. Name: Elaine Clayton What I enjoy about volunteering for Role: Advice Supervisor and Adviser Monetary contribution CA: Challenge. Camaraderie with other of volunteer hours When I joined CA: Initially, 1994 left staff and volunteers. 1998 at CA Tower Hamlets then again Why I would recommend volunteering 2009 until now in Cornwall. for CA: It’s interesting! £482,540 Where do you normally work? Penzance Volunteers contributing to the service Larry Horton Why I joined CA: I was looking for an activity that was mentally stimulating and would give me an opportunity to 126 help others What do I do at CA: I give detailed Volunteer hours advice to clients who after a brief interview have been found to need an appointment for a face-to-face advice 23,431 session What I enjoy about volunteering for CA: I enjoy the mental stimulation and the satisfaction of helping clients to solve their problems and reduce their Name: Larry Horton worries Volunteer Role: Generalist adviser Why would you recommend volunteering for CA: It provides a When I joined CA: January 2000 meaningful occupation for those who Where do you normally work? Liskeard can spare the time and want to give something back. Background: Retired engineer and project manager from British Aerospace, 14 Citizens Advice Cornwall Performance and Impact Report 2019/20 Plymouth. Citizens Advice Cornwall Performance and Impact Report 2019/20 15 OUR VOLUNTEERS Georgina Harvey Ann Crichton
Name: Georgina Harvey Volunteer Role: Research and Name: Ann Crichton Campaigns Volunteer Role: Generalist Adviser When I joined CA: 2019 When I joined CA: 2019 Where do you normally work? Usually Where do you normally work? from home with St Austell as my base. Bodmin Background: Retired Background: I worked in the voluntary sector and the NHS, supporting children, young people and families Why I joined CA: I wanted to use existing skills and to extend my knowledge and then spent the last few years of my career as a university lecturer and learning for the benefit of others. I knew a friend that volunteered for CA teaching adults working in health, education and social care. some years ago and this gave me an insight into the excellent work and help Why I joined CA: I had recently retired and I was loving the freedom, but at CA offer. the same time I realised that I was ready for a new challenge. I wanted to do What I do at CA: I have taken on various projects which has given me the something useful and to work directly with people again. opportunity to have contact with other organisations and members of the What I do at CA: When I’m in the office I see clients who drop-in or attend public around Cornwall. My most recent project is to work alongside Trading an appointment. At the moment I’m working from home, talking to clients Standards in order to get young people to become aware of loan sharks and on the phone but I will be happy when we can get back to working face-to- the devastating impact they can have on people’s lives. This work led, much face again. to my surprise, to me receiving an award. I felt immensely proud. What I enjoy about volunteering for CA: It’s great to be a part of CA’s work What I enjoy about volunteering for CA: Being part of a very friendly and and to know we are making a difference to people who are going through skilled team of people. I feel I can approach anyone for help and support, difficult times. The work is always interesting, often challenging, sometimes everyone is working towards the same goal of helping people whatever their sad, never boring. needs. When I first started I was amazed by the range of help and advice CA provide. To think that in some small way that I am contributing to this work Why I would recommend volunteering for CA: The training and support gives me great satisfaction. I am constantly learning about the numerous are excellent. There is a lot to learn, which can seem daunting at times, but difficulties and challenges people have to face. advisers aren’t expected to know everything. There is always a supervisor or colleague to turn to for advice and support. I feel like I’m part of a team, and Why I would recommend volunteering for CA: The work carried out by CA that we’re doing an important job. is varying and CA gives the volunteer a chance to use their own skills as well as learning new things. Volunteers provide a professional service and contact point for people with varying needs across different agencies. Volunteering for CA means that you get the opportunity to make a difference. 16 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 17 TACKLING DOMESTIC OUR PROJECTS
VIOLENCE Citizens Advice is about more than our general advice service. We are also involved in a wide range of projects aimed at improving people’s lives and financial outlook across Cornwall and the Isles of Scilly. Over the next few In 2019/20 75 people living in Cornwall sought advice about domestic abuse. pages, you can read about these schemes - some delivered on behalf of We work closely with other agencies to help clients disclose domestic other organisations - and how they’re making a difference. Government violence and explore their options, and we help sort out any ensuing debt funded projects negotiated by Citizens Advice nationally are bringing public and housing issues and benefit entitlements following separation. money into Cornwall and the Isles of Scilly which would otherwise not be The Citizens Advice ASK RE programme aims to help break the silence about spent here. domestic abuse, give better advice and support to clients who disclose, and develop improved referral and signposting pathways with partners. MACMILLAN CANCER SUPPORT An independent evaluation of the national programme reported: The Citizens Advice Macmillan Project provides welfare benefits and grant 24% of our clients who are asked say they are experiencing, or have advice countywide to people diagnosed with cancer, including their family experienced, domestic abuse from a partner or family member and carers. The project is based at the dedicated cancer support centre at 86% of clients asked a question about domestic abuse said they are The Cove in the Royal Cornwall Hospital, Truro. satisfied or very satisfied to be asked Having a cancer diagnosis can dramatically affect someone’s financial The programme trains and supports advisers to routinely ask circumstances. Not being able to work, needing to reduce working hours unaccompanied face to face clients with debt, benefit, housing and family/ or managing on a fixed income can mean having to make financial choices relationship enquiries about whether they have in the past experienced, or which increases the stress and worry at an already difficult time when are currently experiencing, any form of gender-based violence and abuse patients should be focusing on their treatment and recovery. (GVA). Daily living costs can increase – travelling to hospital for treatment; higher The end result of this appointment was an increase in income by £50 per heating bills because patients are at home more and have increased week which meant Bethany was able to afford to live and provide for her sensitivity to the cold; changed dietary requirements; weight loss or gain family. She was also left completely debt free which improved her anxiety to meaning clothes no longer fit properly and additional childcare costs. a point that she felt able to increase her hours slightly at work and dedicate We aim to maximise a client’s income to help lessen the financial impact more time to her family and social life. and we advise and support clients to help them make informed choices. We provide a service that helps clients negotiate the benefits system and make Macmillan grant applications on behalf of our clients. We also work with other Macmillan professionals in Cornwall to provide further support to those affected by cancer. In the last year, the project secured £18,411 in Macmillan grants and an income gain including welfare benefits totalling £1.7m on behalf of the people who used our service. 18 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 19 PENSIONWISE THE DEBT ADVICE PROJECT
We provide free, unbiased guidance to clients aged 50-plus with CA Cornwall employs a team of specialist debt caseworkers, who cover the a defined contribution pension pot. whole of Cornwall and the Isles of Scilly, helping people find a way out of their financial problems. Guidance covers what the new pension freedoms mean and retirement options, but does not provide financial advice. In 2019/20 the team helped 1,525 people with debt issues, helping them write-off a total of £5.6m in debt and reschedule a further £1.7m. Confidential face-to-face appointments are held at our offices, outreach locations and workplaces across Cornwall with our Funded by the Government’s Money Advice Service, the team provides experienced specialist advisers. Last year we saw 853 people in advice on strategies for debt, including payment plans, full and final Cornwall. settlement, bankruptcy, Debt Relief Orders and Individual Voluntary Agreements. Pensionwise is a Government-funded service and appointments usually Skilled advisers hold confidential face-to-face appointments at CA offices last 45 to 60 minutes. During the or over the phone. They never judge you or make you feel bad about your session we explain your pension situation and will always be happy to talk to you, however big or small your options, explain how each option problem may be. is taxed and give you next steps The team can help find ways to manage your debts, even if you think you to take. All guidance is have no spare money and suggest ways to deal with debts. independent and we don’t recommend any products or companies or tell you how to invest your money.
20 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 21 VICTIM SUPPORT
Our specialist advisers work on a confidential basis with victims as part of the Victim Care Unit, established by the Police and Crime Commissioner for Devon and Cornwall. The unit, run by Devon and Cornwall Police, provides immediate support and referral on to organisations such as Citizens Advice. It acts as a source of immediate support and information for all victims and has a mix of FAMILY COURT police and third sector specialists. SERVICE Citizens Advice Cornwall is accredited as one of a network of providers that can offer support and advice to victims. The Family Court Domestic Abuse Support Service offers The Victim Care Unit helps victims navigate practical information about the court process and emotional and make informed choices about the support to help victims feel more confident about attending organisation they want to receive support family court hearings at Truro. from and how to access the service. The service is free, independent and confidential and is open to any respondent or applicant who identifies as a victim of domestic abuse. Priority is given to people representing themselves and private family law cases involving child disputes and protective orders.
22 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 23 FINANCIAL CAPABILITY
Our dedicated Financial Capability team (FINCAP) aims to reduce poverty and hardship by improving people’s financial skills – especially among more vulnerable members of the community. It is widely recognised that often financial problems stem from poor money management and financial decision making, so FINCAP gets to the root cause of the problem. CA Cornwall leads the FINCAP project for both Devon and Cornwall, and MONEY MATTERS works with partner organisations, such as other financial charities, local authorities and banks, to share information and good practice supporting both local people with problems and frontline workers helping them. 2020 will see the launch of a major project As well as organising forums in Truro and Plymouth, FINCAP is running a to improve financial capacity and capability pilot programme providing financial education to students at Launceston of young people and families, working and Callington colleges. intensively with them to improve their outlook. The Money Matters project is In 2020, we started a new project in North Cornwall, targeting the most funded by Cornwall Council and the team vulnerable groups in society who have some of the worst social and financial will work across the county, based at life outcomes. This group (known as NEETs – Not in Education, Employment Cornwall Council’s Family Hubs. or Training) are aged 16 to 24 and we are working in partnership with other charities who support their needs, including Cornwall Neighbourhoods for Change and Carefree Cornwall.
24 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 25 RESEARCH AND CAMPAIGNS
Research and Campaigns is a vital element of Citizens Advice work – looking into the policies and issues which have a negative effect on people’s lives and lobbying central and local government, public agencies and business groups for change. Working across the county, the Research and Campaigns Team provides data and evidence to highlight underlying problems and feeds-in to national data collections and campaigns. OUR CAMPAIGNS In 2019/20 we held regular meetings with local MPs, raising issues ranging from park home problems to helping bereaved unmarried partners and children get their just entitlement to bereavement benefits. Our campaigns team has participated in National Scams Awareness Month, Big Energy Saving Week Before the 2019 general election we contacted candidates for each of the and lobbied on the need for Bailiff Reform and six constituencies in Cornwall, giving them information on who we are and problems with Universal Credit. what we do. We have also supplied MPs, Cornwall Council members, parish councils, charities, community groups and local business organisations with We have been raising awareness of digital access vital coronavirus statistics and information. and rural access problems and concerns about the lack of suitable housing. In the last year, our dedicated researchers processed 1,157 Evidence Forms. Of these, 343 related to Benefits We launched an education campaign about the and Tax Credits and 219 to Universal Credit. 134 danger of loan sharks, holding special assemblies related to Employment, 131 Housing, 57 on debt in local schools and carried out research into zero issues, 38 Utilities and Communications, 35 financial hours contracts. We are looking at the ways that services, 29 around health issues and 22 related non-traditional contracts can affect workers’ well- to immigration. being whilst accepting that for some people these contracts may provide convenience and flexibility. This is a current project and we aim to publish results at the end of the year.financial services, 29 around health issues and 22 related to immigration.
26 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 27 ast ear a total o 9537 people li ing in Cornwall t rned to iti ens d ice or Health, wellbeing help 5004 o these e perienced a disabilit and or a long term health and advice condition r clients e perience low income debt el po ert homelessness domestic ab se child po ert disabilit and long term health conditions all ke armot Whether it’s tackling problems with debt indicators he most common health and social care related ad ice problems or ho sing or helping with bene its and in Cornwall were emplo ment ad ice iti ens d ice ● ene its ta credits 4992 clients sol es practical problems ast that ear impro e a total o 9537 people li ing in Cornwall t rned to iti ens d ice or ● ebt 2184 clients Health, wellbeinghealth and wellbeing help 5004 o these e perienced a disabilit and or a long term health ● mplo ment 1014 clients condition and advice d ice ser ices take practical action to ● o sing 995 clients address the social and economic r clients e perience low income debt el po ert homelessness domestic ab se child po ert disabilit and long term health conditions all ke armot determinants o health that can red ce Who do we Whether it’s tackling problemsboth the healthwith debt ine alit indicators gapHEALTH, and he most WELLBEING common health and social care related ad ice problems AND ADVICE reach? or ho sing or helpingdemand with bene its on health and and social care in Cornwall were emplo ment ad ice iti ens d ice ser ices Whether it’s tackling problems with debt he or housing, maps or helping show with ● ene itsbenefits and employment ta advice, credits Citizens Advice solves practical problems4992 clients sol es practical problems that impro e that improve health and wellbeing. ● ebt where iti ens 2184 clients health and wellbeing Advice services take practical action to address the social and economic determinants of health that can reduce d ice both the health clients inequality gapli e and ● mplo mentdemand on health and social care services. 1014 clients compared to the ● o sing 995 clients d ice ser ices take practical action to Last year a total of 9537 people living in Cornwall turned to Citizens Advice for help. 5004 of these experienced a indicesdisability and/ oro a long-term health condition. address the social and economic Our clients experience low income, debt,m ltiple fuel poverty, homelessness, domestic abuse, child poverty, disability and long-term health conditions, determinants o health that can red ce Whoall do key Marmot we indicators. The most commondepri ation health and social care related advice problems (2019/20) in Cornwall were: both the health ine alit gap and reach?• Benefits & tax credits 4992 clients demand on health and social care • Debt 2184 clients • Employment 1014 clients ser ices he maps• Housing show 995 clients where iti ens WHO DO WE REACH? d iceThe clients maps show whereli e Citizens Advice clients live compared to the indices comparedof multiple to deprivation the indices o m ltiple 28 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 29 depri ation FINANCIAL OVERVIEW AND OFFICES WHERE OUR MONEY CAME FROM Cornwall Council Money Advisory Financial Overview Service Debt Advice Our funding from Cornwall Council continues and was reducede by £20k for Project MASDAP 2019/20 and a further £20k reduction for 2020/21 where it will remain for £316,000 2021/22. We started our new Money Matters project in March 2020, which will run £233,622 over five years and we are expecting to receive £844,694 to deliver this project from Cornwall Council. Pension Wise Macmillan Money Matters Our other projects, including the Debt Advice Project, Help to Claim and PensionWise are continuing into 2020/21, funded by central government. £57,833 £56,000 £8,447
Our Buildings/Offices Energy Advice Financial Project Capability Liskeard – The gardens at Liskeard have recently been renovated and can now be used as additional parking for both staff and volunteers. £4,320 £7,482 Bodmin – The service moved to new premises in December 2019 at The Old Library, Lower Bore Street, in the town centre. Devon & Cornwall Police & Crime Investment Newquay – The refurbishment and decoration of the town library, where Commissioner Funds our service is located, was completed
Help to Claim (Set up £25,000 £8,317 £26,035 and 1st Quarter £75,000 in advance) Donations Other Income £213,081 £7,194 £328
30 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 31 OUTCOMES FOR WHY PEOPLE THE YEAR 2019/20 CAME TO SEE US For people who came to us to Cornwall and the Isles of Scilly, we achieved the following:
Income Gain £5,660,528
Debt Written Off £5,636,386
Repayment Re-scheduled £1,709,635
Client’s Main Debt Arrears HOW CLIENTS
Water Arrears Council Tax Overdraft CONTACT US £597,742 £507,351 £393,140
Catalogue/Mail Order Unsecure Loans £368,354 £2,650,451
Income Tax Arrears Credit Cards £296,903 £2,444,134
32 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 33 COMMUNICATIONS THE CLIENT EXPERIENCE
As a charity offering advice to the public and a strong The Client Experience Survey is an automated process administered by campaigning voice, communications is a vital part of Citizens national Citizens Advice. If a client tells us they’re happy to be contacted by Advice Cornwall’s work. SMS or email, Citizens Advice will use this survey to ask them about their experience of our service in Cornwall. Clients are contacted after they have In addition to our website (citizensadvicecornwall.org.uk) received advice. The Data, Impact and Evaluation Teams at Citizens Advice we’re also active on Twitter and Facebook and increasingly manage the survey and analyse and assess the responses. The results for visible in the media. 2019-20 indicate Citizens Advice Cornwall continues to provide a high level In 2019-20 our stories appeared on regional TV, local radio, of client satisfaction. newspapers, websites and magazines – from BBC Spotlight to Radio Scilly and from the Cornish Times to the Falmouth Packet. We carried out 20 radio interviews and were featured on regional TV twice. Our stories appeared 15 times in print media and 21 times on news websites. We continue to grow our following on Facebook and Twitter and in 2019-20, we had 57,000 visits to our website. We are also improving our communications with local MPs, Cornwall Council members, parish councils, charities, community groups and business organisations within the county and launching Citizens, our new quarterly newsletter.
34 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 35 HOW YOU CAN HELP OUR VALUE TO SOCIETY
As a local charity, Citizens Advice Cornwall is dependent on grants and It’s impossible to put a financial value on everything we do – but donations to continue its valuable work. where we can, we have. We’ve used a Treasury approved model to demonstrate our financial impact. We are grateful to our funders, including Cornwall Council and the Devon and Cornwall Police and Crime Commissioner, but acknowledge that public In 2019/20 for every £1 invested in Citizens Advice Cornwall we sector funds are under extreme pressure and will continue to be so for generated at least: some years. As an organisation, we are always looking for new ways to support our £4.05 in saving to £26.02 in wider economic service, and you may be able to help us with considering a financial government and public and social benefits (public contribution to our work or donating time as a volunteer. services (fiscal benefits) value) • £5 would pay for an initial 20 minute telephone assessment of an By helping stop problems Solving problems improves issue; occurring or escalating, we lives – and this means better • £30 would buy an adviser a headset to answer a call for help; reduce the pressure on public wellbeing, participation and • £50 would fund a full advice session for a client in need. services such as health, productivity for people we help. housing or out-of-work Total £24.4 million To make a donation, please use the Donate button on our website. If you benefits. are a member of an organisation that might consider grant funding or Total £3.8 million sponsorship, please contact Chief Executive, Gill Pipkin, [email protected] If you are interested in learning more about becoming a volunteer, as an adviser, a fundraiser, a researcher / campaigner or office administrator, £18.90 in value to people we please email [email protected] for further help (financial outcomes information. following advice) Through our advice, we can increase people’s income. We can help them get debts written-off, take-up benefits they’re entitled to or get compensation for their For every £1 of local authority consumer problems. funding, we return £1.58 in benefit Total £22.4 million to the council Saving to Cornwall Council - £458,763 36 Citizens Advice Cornwall Performance and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 37 LOOKING FORWARD OUR THANKS TO
TO 2020-21 • Cornwall Council • Truro City Council and Camborne • Money Advisory Service Town Council • PensionWise • The Oasis Centre At the time of writing, lockdown is • Macmillan Cancer Care • Pencrasweek Parish Council beginning to ease, so planning is underway to meet demand which • Devon and Cornwall Police and • Polperro Community Council is expected to be very high and Crime Commissioner • St Ives Community Fund extremely complex. The impact • The Department for Work and of COVID19 and lockdown meant Pensions we had to move very quickly to home-working for staff and advisers, Also, the following councillors who have kindly provided funds from their delivering services via phone, email Community Chest in 2019/20: David Atherfold, Jayne Kirkham, Bert Biscoe, and webchat. Jim McKenna, Jesse Foot, Richard Pears, Pauline Giles, Sam Tamlin, Helen Despite a depleted volunteer force, we have helped similar numbers of Hawkins, Mike Thomas, Sue James, Malcolm Brown and Julian Rand. people and our satisfaction levels have been very high. So as we move back into our offices, we will be looking to take some of the successes of CONTACTING CITIZENS ADVICE CORNWALL working remotely to plan future service delivery. The best way to access our services is to text the word ADVICE to 78866 During the pandemic, we have formed stronger working relationships and we’ll call you back within 48 hours (excluding weekends). If your inquiry with other voluntary sector and statutory bodies. We are using these is about debt, please text DEBT to 78866 or call the debt team direct on partnerships to build new initiatives to reach more people, particularly 01752-850488 on Fridays and Mondays those in the hard to reach communities. Call us on 03444-111444 Mondays to Fridays 10am-4pm. Calls charged at By working differently, using digital resources, we aim to be better your normal rate. able to meet demand when and where it arises. We will be looking to re-introduce face to face appointments, but these will be reserved for Visit one of our network of offices during their drop-in sessions. those people who have no other way of interacting with us. See www.citizensadvicecornwall.org.uk for opening times Some new funded projects are starting this year including two aimed to For our specialist Macmillan Cancer service call 01872-256373 or email improving financial skills and building resilience to avoid debt. We are [email protected] aiming to try to prevent problems arising. For consumer issues, please call the Citizens Advice Consumer Helpline on Although the impact of COVID19 has been devastating, there have been 03454-040506 Mon-Fri 9am-5pm. positives such as an opportunity to redesign our services to better meet To speak to an adviser if you’ve been the victim of an online scam, call our the needs of our clients and a chance to work more closely with other Scams Action team on 0300-330-3003. organisations to make sure we are reaching everyone who needs us. Our service is needed as much today as it was when it started and we are positioning ourselves at the heart of our communities to help them recover. Gill 38PipkinCitizens – Chief Advice CornwallExecutive Performance Officer and Impact Report 2019/20 Citizens Advice Cornwall Performance and Impact Report 2019/20 39 Citizens Advice Cornwall is a trading name of CAB Cornwall: a company registered in England. Company No. 04409017 Charity Registration No. 1096193 VAT No. 990301335 Authorised and regulated by the Financial Conduct Authority – FRN: 617531 Registered Office: 21 Dean Street, Liskeard, Cornwall PL14 4AB September 2020