Citizens Advice Tadley & District Annual Review 2017-2018

Citizens Advice Tadley & District Annual Review 2017-2018 Citizens Advice Service Aims and Principles

Citizens Advice Tadley & District, founded in 1985, is a local independent charity and a member of a national association – Citizens Advice.

We provide free, confidential and independent advice to help people overcome their problems. We work to fix the underlying causes of these problems. We are a voice for people on the issues that matter to them.

We value diversity, promote equality and challenge discrimination and harassment.

We’re here for everyone.

We hold the Simple Quality Protects Gold Standard.

We also hold the Advice Quality Standard, the only sector-owned, independently audited standard that focuses on advice.

Citizens Advice Tadley and District Annual Review 2017-2018 Foreword from the Chair of Trustees

This report is a spotlight on the work done over the past year and an opportunity to thank all who support the work of our Charity.

It highlights the breadth of our advice work and the many projects we run that benefit our local residents. It includes the impressive financial outcomes that we achieve for our clients and case studies of real people who we have been able to help. While the financial outcomes are more easily measurable, the impact on the wellbeing of the community is more difficult to quantify. We seek feedback from our clients and we can see how our work has had a significant impact on many lives.

We live in difficult times for many in the voluntary L to R: Linda Harvey, Sharon Dover, Rachel Campbell, Jo Slimin sector. With fewer funding sources available, we rely on the generosity of our many volunteers who Finally, there was a changing of the guard at Citi- give up their time to help others. They tell us that zens Advice Tadley in April 2018 when our Advice the satisfaction of being able to do this is the rea- Services Manager, Linda Harvey, retired after many son why they continue to volunteer for us. They do years of working with us in different roles. We not seek public recognition but I take this opportu- hope she is enjoying her retirement and we wish nity to recognise and thank all who have contribut- her well. We welcomed back Rachel Campbell, who ed in any way this year. This includes our paid staff used to be our Macmillan caseworker, and who and the Trustee Board who are also volunteers. was successful in being appointed as her replace- ment. Our picture (above) shows left to right Linda, The Trustee Board ensures that we meet the Sharon Dover, Rachel and myself at Linda’s leaving standards of our national body’s new membership event. scheme by demonstrating that we have the structure, volunteers, quality of advice, policies, financial This report reflects just a small part of what our management and funding and business plans in service offers. I hope you will find it of interest and I place to deliver to the standards required. We also commend it to you. continue to collaborate with Citizens Advice Bas- ingstoke to offer a consistent service across the Jo Slimin, Chair of Trustees borough.

Each local Citizens Advice is a charity in its own right and we are not funded by central government, so locally we have to find the funding to run and deliver the service. We could not do this without our many funders. The list of those who have supported us financially can be found in this report. So whether that has been ongoing or one off funding we say thank you to all of them for the financial support given.

Citizens Advice Tadley and District Annual Review 2017-2018 Our Service – an introduction

Citizens Advice Tadley & District is a relatively small rural office and that brings with it some unique challenges – and benefits. Our rural location means that some clients can struggle to access other services and we become a vital link to other agencies and information, but the upside is that we know some of our clients very well and have the ability to act for them over a long period of time as different events impact their lives. I took over from Linda Harvey in April 2018 so was not personally responsible for the good work reflected in this annual report. However, I know full well – having volunteered and worked here from 2009 to 2017 - what an incredible team of people it takes to keep us running. It was great to return to see so many familiar faces with all their years of experience, but we also continue to recruit new volunteers to help deliver advice face to face, as Rachel Campbell, Advice Services Manager well as via our telephone service AdviceLine, email tions were made for the introduction of GDPR and and webchat. the full roll out of Universal Credit. It has been a year of great change and, I’m sure, A big thank you to everyone – staff and volunteers seemingly endless training as we became a Hate – for embracing the changes and continuing to Crime Reporting Centre, our new case manage- work so hard to improve the finances, health and ment system was introduced and then prepara- wellbeing of our community. Training Manager’s report

This year we saw one new volunteer complete the usual 6 week Citizens Advice programme and another two volunteers spent an intensive fast-track week training to become assessors.

All of our existing staff and volunteers have also had to complete a great deal of additional training. Everyone had to learn how to operate the new Case Record Management system which was successfully introduced in September 2017. All assessors also completed additional AdviceLine training ready for the launch of the new platform later in 2018.

Due to the roll out of Universal Credit, all advisers and assessors received a day’s specialist training course on this new streamlined benefit so they were fully informed of the changes to benefits that Di Lewis, Training Manager will impact our clients. We would like to thank The tre. We are also supporting the ASK programme, so Mayor’s Community Chest who provided a grant to that advisers can recognise and support victims of cover the costs of the training day. domestic violence. As usual, our volunteers and staff have respond- Training was also completed to allow Citizens Ad- ed incredibly positively to all of these learning vice Tadley to become a Hate Crime reporting Cen- challenges.

Citizens Advice Tadley and District Annual Review 2017-2018 Our volunteers — the key to our success

Our volunteers come from all walks of life and have Many of my classmates at University excellent local knowledge; they are what makes our volunteered at their local CA which inspired service unique. me to do the same after hearing of their good experiences. Working at CA Tadley has been We have volunteers in a number of roles at Citizens a challenging and fascinating experience Advice Tadley – from reception, admin, IT support, and allowed me to help others in the local fundraising, bookkeeping, research and campaigns, community. assessors and advisers as well as our entire Trustee Alice, Assessor Board. Some volunteers stay with us for a couple of years and then, having gained some valuable additional skills, move on to other organisations; others stay with us for very many years. We are grateful to everyone that gives their time to us.

Most of our advice is delivered by volunteers who Having been a volunteer for about 5 years follow an extensive Citizens Advice training pro- I continue to enjoy the work: it is always gramme. This training is regularly refreshed and interesting as every day brings new challenges updated so that we make sure we keep up to date and I never stop learning. I get great job with changes and our advice is current. satisfaction from helping and empowering people to solve their problems. Our recent internal survey showed that our volun- Angela, Adviser teers gain a great deal of satisfaction from helping others and feel happier themselves as a result of being involved in the wider well-being of the community.

I love being a volunteer at Citizens Advice Tadley. It is teamwork at its finest. An amazing place to be. Ann, Reception & Fundraising volunteer since 2010

I started over 10 years ago. At that time I was looking for some structure to fill my days as I had been used to being busy at work. I’ve always enjoyed the company of the other people here as well as helping my community. Martin, Adviser

Citizens Advice Tadley and District Annual Review 2017-2018 Our Team 2017-2018

Advice Services Manager Board Members Linda Harvey/Rachel Campbell Lorraine Bissell Michael Bound Joint Strategic Manager Alistair Cheyne Graham Hatcher Andrew Cobb Simone Friere Training Manager Janette Hewitt Di Lewis Anna Illingworth Eddie McGrath Office Managers Clare Hawkins Derek Mellor HCC representative Emma Mayoh Sharon Bolt Volunteer representative Linda Harvey/ Advice Session Supervisors Rachel Campbell Ex officio/ASM Hazel Baldock Martin Hart Ex officio/Citizens Advice Sharon Dover Janette Hewitt David Lister Richard Williams

Caseworkers Rachel Campbell/Petra Luberdova - Macmillan Caroline Sutton - Community Care - Rotary

Trustee Board Members of the board of Trustees are directors for the purpose of company law and trustees for the purpose of charity law.

The members who served during the period 1st April 2017 to 31st March 2018 are set out below

Members Jo Slimin Hon. Chair Kate Wright Vice - Chair Neil Deller-Merricks Hon. Treasurer Katherine Birkinshaw Co. Secretary

Citizens Advice Tadley and District Annual Review 2017-2018 Invaluable Volunteers

Advisers/Assessors IT Volunteer Angela Adams Ruth Porter Lesley Annable Hazel Baldock Admin/Reception Martin Bartlett Helen Angell Sharon Bolt Maria Barlow Zelda Carstens Jackie Cook Cheryl Cole Ann Lamacraft Jonathan Dance Susan Long Sarah Filsell Christy Gardner Research and Campaigns Fraser Gleave Christine McGarvie Chris Goss Janette Hewitt Fundraising group David Lister Anne Bone Pat Murphy Clare Hawkins Moira Oram Linda Harvey Jane Ostridge Jane Johnston Caroline Sutton Ann Lamacraft Kaylie Tang Juliet Turner Research and Campaigns group Anne Watson Julie Gibson Richard Williams David Lister Mike Wilson Christine McGarvie Jo Slimin Anne Watson

We are always looking for volunteers for a variety of roles.

To register your interest please call us on 0118 981 7567 email [email protected] or drop in during normal opening hours

Citizens Advice Tadley and District Annual Review 2017-2018 Our Clients

Nationally, Citizens Advice help 7 in 10 people solve Our wider social value can also be seen in the way their problems. 4 in 5 clients say that our help we bring local people together, through our army improved their lives in other ways such as reducing of volunteers, our support for diverse local commu- their stress, improving their physical health or their nities and our national network. finances. For every £1 spent on the Citizens Advice service, Locally we helped 1,763 people face to face, by we benefit our clients by £12. In 2017/18 we saved phone, email or webchat, resulting in 7,086 interac- government and public services £435 million, and tions with or on behalf of those clients. we estimate that our total social and economic People sought our help with 4,126 issues, of which value to society was £2.6 billion. 31% related to benefits.

Basingstoke and Deane LocalClie nAuthorityts seen 6 170 Index of multiple deprivation

Clients seen Clients seen 6 6 170 170 CitizensIndex of m ultiIpnldeedxeopfrimvautlitoipnle deprivation Advice Tadley

Boundary BouMndeamrbyer Bureau MemObuetrreBacuhreau Outreach The darker colours TohnethdearIkMeDr cmoalopursshown thhieghIMerDlemvealps sohfodwephrivgahteiornlevels of deprivation

Citizens Advice Tadley and District Annual Review 2017-2018

Boundary Member Bureau Outreach The darker colours on the IMD map show higher levels of deprivation The Local Picture

Many of our clients have multiple issues. For For simplicity this table only shows the type of example, somebody with an employment or issues we see per ward and does not reflect the relationship enquiry may also have a housing or amount of time and work we do on our clients debt issue. The issues they face are becoming more behalf. complex, requiring multiple appointments.

Benefits/ Health & Universal Community Utilities & Other Credit Consumer Debt Employment Care Housing Legal Relationships Communications

Baughurst and Tadley North 204 8 80 14 21 50 38 59 9 62

Bramley and Sherfield 58 5 6 9 2 5 6 8 3 16

Brighton Hill 19 3 2 3 0 0 3 3 0 5

Brookvale and Kings Furlong 4 0 4 0 6 13 2 1 0 2

Buckskin 13 0 3 0 0 3 1 4 1 1

Burghclere, Highclere and 29 0 9 6 2 1 3 3 10 14 St Mary Bourne

Chineham 16 0 15 6 0 1 1 2 0 2

Kempshott 8 2 3 3 0 0 0 0 0 5

Kingsclere 66 0 27 12 1 6 5 7 3 17

Pamber and Silchester 78 10 29 9 4 19 18 4 13 28

Popley 26 3 2 8 1 0 2 6 0 2

Rooksdown 5 0 1 2 0 1 1 1 0 1

Sherborne St John 8 0 17 8 3 2 0 2 0 1

Tadley Central 55 14 23 27 25 28 15 35 7 26

Tadley South 140 11 67 27 11 27 20 30 7 44

Other B&D Wards 63 8 18 13 2 27 5 25 5 15

Basingstoke & Deane Total 792 64 306 147 78 183 120 190 58 241

Aldermaston 78 2 24 6 2 12 1 6 0 7

Burghfield 49 6 12 31 0 11 4 16 7 29

Mortimer 65 2 57 21 4 12 3 22 3 13

Sulhamstead 33 1 5 1 0 5 5 12 1 9

Other West Berks Wards 27 4 24 15 8 8 3 23 2 17

West Berkshire Total 252 15 122 74 14 48 16 79 13 75

Other Local Authorities 302 97 107 175 14 188 138 153 2 136

Total Issues 2017-18 1346 176 535 396 106 419 274 422 73 452

Citizens Advice Tadley and District Annual Review 2017-2018 Client Profile 2017-2018

Client Gender Client Ethnicity 2% Mixed 2% Asian 1% Other 2% Black

the “Position” heading, enter in the following values for the “Position” heading, enter in the following values for x,y,z and Perspective: x,y,z and Perspective: X: 35° X: 35° Y: -12° 40% Y: -12° Z: 2° Male Z: 2° Perspective: 0° Perspective: 0° Under the “Extrude & Bevel” heading, enter in the follow Under the “Extrude & Bevel” heading, enter in the follow ing value: ing value: Extrude Depth: 60pt Extrude Depth: 60pt For “Surface” choose “Diffuse Shading”. For “Surface” choose “Diffuse Shading”. Click the “More Options” button and then enter the Click the “More Options” button and then enter the following values: 60% following values: 93% Light Intensity: 100% Female Light Intensity: 100% White Ambient Light: 57% Ambient Light: 57% Blend Steps: 256 Shading Color: Black Blend Steps: 256 Shading Color: Black

Client Disability Client Age 1% 85-89 0% 90-94 3% 80-84 1% 15-19 3% 75-79 8% 6% the “Position” heading, enter in the following values for Disabled 5% 20-24 x,y,z and Perspective: 70-74 9% X: 35° 5% 25-29 Y: -12° 65-69 Z: 2° Perspective: 0° the “Position” heading, enter in the following values for 11% 28% 8% Under the “Extrude & Bevel” heading, enter in the follow x,y,z and Perspective: 30-34 ing value: Long-Term X: 35° 60-64 Extrude Depth: 60pt Health Y: -12° For “Surface” choose “Diffuse Shading”. Condition Z: 2° 9% 9% Click the “More Options” button and then enter the Perspective: 0° 55-59 35-39 following values: Under the “Extrude & Bevel” heading, enter in the follow Light Intensity: 100% ing value: 8% Ambient Light: 57% Extrude Depth: 60pt 11% 40-44 Blend Steps: 256 64% For “Surface” choose “Diffuse5 0-Shading”.54 11% the “Position” heading, enter Shadingin the Color:following Black values for Not disabled Click the “More Options” button and then enter45-49 the following values: x,y,z and Perspective: Light Intensity: 100% X: 40° Ambient Light: 57% Y: 2° Blend Steps: 256 Shading Color: Black Z: 0° Perspective: 0° Initial Contact Streams Under the “Extrude & Bevel” heading, enter in the follow ing value: Extrude Depth: 60pt 30% 54% 11% Webchat For “Surface” choose “Diffuse Shading”. In Person Adviceline Click the “More Options” button and then enter the Phone 5% Email following values: Light Intensity: 100% Ambient Light: 57% Blend Steps: 256 Shading Color: Black

10 Citizens Advice Tadley and District Annual Review 2017-2018 Advice issue statistics for AdviceTadley Issue statistics 2017/18for Tadley 2017-18

Benefits & tax credits

7% Benefits Universal Credit Legal Consumer goods & services Debt 2% 1% Health & community care 31% Housing 10% Benefits & tax credits Relationships & Immigration & asylum 13% family Legal Debt Discrimination Education 1% 2% Employment 1% 2% 4% Financial services & capability Consumer Other 10% 10% Employment Relationships & family Housing 2% Tax 3% Travel & transport Utilities & communications

Top 3 Benefit issues theTop “Position” 3 Debt heading, issues enter in the following values for x,y,z and Perspective: the “Position” heading, enter in the following values for X: 40° x,y,z and Perspective: Employment Support Allowance 20% Y: 2° Credit, Store & Charge Card Debts 19% X: 40° Z: 0° Y: 2° Perspective: 0° Z: 0° Under the “Extrude & Bevel” heading, enter in the follow Perspective: 0° Unsecured Personal ing value: Under the “Extrude & Bevel” heading, enter in the follow Personal Independence Payment 19% Loans 9% Extrude Depth: 60pt ing value: For “Surface” choose “Diffuse Shading”. Extrude Depth: 60pt Click the “More Options” button and then enter the For “Surface” choose “Diffuse Shading”. Housing Benefit 10% following values:Council Tax Click the “More Options” button and then enter the Light Intensity:Arrears 100% 8% following values: Ambient Light: 57% Light Intensity: 100% Blend Steps: 256 Ambient Light: 57% Shading Color: Black Blend Steps: 256 Shading Color: Black Top 3 Housing issues Top 3 Employment issues the “Position” heading, enter in the following values for the “Position” heading, enter in the following values for x,y,z and Perspective: x,y,z and Perspective: Private Sector Rented Property 32% Pay X: 40° and Entitlements 19% X: 40° Y: 2° Y: 2° Z: 0° Z: 0° Perspective: 0° Perspective: 0° Housing Association UnderDispute the “Extrude Resolution & Bevel” 19 %heading, enter in the follow Under the “Extrude & Bevel” heading, enter in the follow Property 14% ing value: ing value: Extrude Depth: 60pt Extrude Depth: 60pt Environmental & For “Surface” choose “Diffuse Shading”. For “Surface” choose “Diffuse Shading”. Terms & Conditions of Neighbour Issues Click the “More Options” button and then enter the Click the “More Options” button and then enter the Employment 13% 13% following values: following values: Light Intensity: 100% Light Intensity: 100% Ambient Light: 57% Ambient Light: 57% Blend Steps: 256 Blend Steps: 256 Shading Color: Black Shading Color: Black

Citizens Advice Tadley and District Annual Review 2017-2018 11 Our impact in 2017-18

Who we helped

1,763 people 7,086 helped face to face, by phone, interactions with or on behalf email or webchat of the client

What we helped with

4,126 issues 31% people sought our help with of advice issues related to benefits

The difference this makes

95% 84% 100% £917,670 of our clients feel of our clients feel of our clients gained for our clients this confident to deal less anxious or reported they year (including Macmillan) with the problems stressed after would use Citizens they face visiting us Advice again

Citizens Advice Tadley helped 12% of our clients prevent a crisis such as homelessness, repossession, unemployment, bailiff action, court proceedings or disconnection of gas/electric, etc.

12 Citizens Advice Tadley and District Annual Review 2017-2018 The impact of our advice

Habitual Residency issue with Income Support claim Both our client and her partner are disabled. She receives Carers Allowance and her partner is in receipt of DLA. They were also receiving ESA as a couple, but this had been stopped a few weeks previously, following a work capability assessment. We assisted our client to claim Income Support and she was given a food voucher. However, the Income Support claim triggered further investigation into her immigration status, despite her being an EU citizen who had worked here for many years before having to stop work to care for her partner when he became ill. Whilst we waited for the Habitual Residency decision, we also assisted our client to write to her MP and he confirmed he would speak to his DWP contact to try and help resolve the issue. However, in this period our client’s only income was Carers Allowance and DLA and she could not afford to buy food. Burghfield food bank delivered a second food parcel. A month later DWP informed our client she did not pass the habitual residency test and we supported her to ask for a mandatory reconsideration of this decision. A third food parcel was also given. Some ten weeks after our client had first been to see us, we heard that her mandatory reconsideration had been successful, Income Support was in payment and our client had received £1800 in backdated award. She was so grateful for the help provided by us and Burghfield foodbank that she made a donation.

Assistance for homeless client Our client’s relationship broke down and he was forced to leave the family home where he lived with his partner and children. He does not work due to ill health and has no income. When he came to us for help he was living in his car. Client has physical disabilities from polio contracted when he was a child. His health is deteriorating and will continue to do so as he ages. He cannot read or write. He has no money and is unable to pay for prescriptions for pain medication. He has a mobility car which is paid for by his Personal Independent Payment. He had claimed ESA in the past but this had been refused; we felt his application form hadn’t been completed correctly and our client should have been eligible. We helped our client with a new claim for ESA and arranged with the DWP for this to be processed quickly. In the meantime we gave the client a food bank voucher. He felt able to contact the council housing department and present himself as homeless. Our client is now in receipt of ESA. His ex-partner has since moved out so he has returned to the family home and is therefore no longer sleeping in his car. His son stays with him three days a week. We arranged for our client to receive a Christmas food hamper from a local charity.

2 locations 44 £184,189 where we provide free dedicated local staff Annual estimated and independent support and volunteers value of 192 hours per week donated by our volunteers Citizens Advice Tadley and District Annual Review 2017-2018 13 Community Care

Our Community Care project continues to run due to the funding and support of the Turbary Allot- ment Charity and Ambrose Allen.

This service is provided by our Specialist Casework- er, Caroline Sutton, and is designed to help vulner- able people in the community, especially those who are isolated or need additional support.

Unlike many Citizens Advice offices, we are able to assist clients and carers who are unable to come to the office by visiting them at home. This is especially important for those that are unable to access information online as, without this service, many people just would not be able to get help with their issues.

Many of our Community Care clients are claiming benefits for the first time and feel overwhelmed by the process. This client group usually has multiple problems and we often find that once we have had the opportunity to discuss their individual circum- stances, that there are other matters that we can help with.

Caroline Sutton, Community Care & Rotary Specialist Caseworker

Our client was caring for her disabled A client for many years, this gentleman had husband who could not be left alone. She previously been helped with claims for ESA contacted us for help with filling in Court of and PIP. In fact, he relies on this service for Protection forms for her adult daughter who help with much of his official paperwork was living in care. Our client had made a which he finds difficult to manage himself. start on completing the forms, but became When his father died, he was left a house overwhelmed with the medical evidence that and a small legacy. We successfully helped needed submitting as part of the process. with probate forms and then assisted With our help, the GP evidence was correctly with informing DWP as we recognised this collected and the relevant forms were inheritance would impact his benefits, submitted. thereby avoiding any potential overpayment.

This year we supported This year the 61 clients with 254 issues. Community Care Project generated £114,105 for our clients.

14 Citizens Advice Tadley and District Annual Review 2017-2018 Rotary – Supporting the Community

Our Supporting the Community project is funded by Rotary Club of Basingstoke.

It was set up to support our clients with mental health issues. Although primarily aimed at clients who need help understanding and preparing for the benefit Appeals process, our caseworker Caroline Sutton often assists with other unrelated matters that our clients are unable to manage themselves. Our client has Aspergers and anxiety and her Our main area of work is around ensuring clients husband and children all have mental health have the right information and help with submitting issues. their Appeal paperwork. Often clients have been refused benefits as they have been unable to supply She came to us for help when she was moved sufficient medical evidence to support their claim. from DLA to PIP and her award was reduced. We are able to talk them through the additional This meant a reduction in money, but evidence that is required and to help them get the crucially it also potentially meant loss of her right sort of evidence from medical staff. mobility car. We asked for a reconsideration, but this was unsuccessful so our client We know this work is very well received as we have decided she wanted to Appeal. had feedback from an Appeal Judge, who com- mended the quality of the information supplied as On receipt of the paperwork from the court, it makes it easier to make a determination. we were able to identify several errors that were made during her face to face Many of our clients are extremely anxious about assessment and we wrote to the court with the whole Appeal process and, in particular, the our client’s explanation of how her conditions day of the hearing. Our caseworker is able to spend affected her daily life. We discussed the time making sure the client is fully aware of what is Tribunal hearing and what to expect. to be expected and sometimes accompanies them to the hearing itself. Some 7 months after the original decision, our client attended the hearing and her We know many of our clients just would not be able award was increased again to the original to go through the process without our support. amount. This new award was backdated.

Our client told us she would not have been able to manage the Appeal process alone and would have likely given up without all our input.

We continue to help this client with a range of other issues around benefits and managing finances.

During the year we have seen 27 clients under this project and assisted with 100 issues.

Citizens Advice Tadley and District Annual Review 2017-2018 15 Hampshire Macmillan Citizens Advice Service

Since its launch in October 2009, Hampshire Macmillan Citizens Advice Service has been deliver- ing a holistic advice service for people affected by cancer. Anyone who is resident in or being treated in Hampshire - including Portsmouth, Southampton and the Isle of Wight - can access the service.

Using a single telephone number as a first point of contact, it is unique in meeting the geographic and diverse population challenges of the County within a single service. The service now reaches over 2500 clients affected by cancer each year, resulting in financial gains of nearly £7,500,000.

Petra Luberdova started as our HMCAS caseworker in September 2017. She is based at Citizens Advice A 54 year old client was referred whilst an Tadley but mostly sees clients at Basingstoke & inpatient. He had been helped to apply for North Hampshire Hospital, at St Michaels Hospice all the benefits to which he was entitled, or at home if they are not well enough to travel. but he was distressed about not being able to go home. His house was very damp and Many of Petra’s clients are referred directly by his cooker was broken and therefore Adult medical staff at the hospital and the service is ex- Services felt it was not appropriate for him to tremely well received. Whilst most enquiries relate return to. to benefit claims, HMCAS also assists clients with A Macmillan grant was requested for deep claiming Macmillan grants, travel and health costs, cleaning of the house, help with fuel costs and plus debt, housing and employment issues. the purchase of new bedding. This application was successful. However, the grant awarded Despite there being a period without a caseworker was for more than expected and so the client in post, in 2017/18 Tadley casework resulted in was thrilled to hear he could also buy a new over 500 contacts and increased clients’ income cooker and his home was suitable for his by £434,861. discharge.

Your team are excellent. Please keep doing what you do. You are all amazing. We cannot thank you enough.

16 Citizens Advice Tadley and District Annual Review 2017-2018 Burghfield Outreach

We continued to offer appointments at our Burghfield Outreach thanks to the support and funding of Burghfield Parish Council. Some of our clients have no means of transport and struggle to get to Tadley and this outreach provides vital access to our service.

This year we saw 11 new clients at the outreach and helped with 30 different issues. The main enquiry areas were benefits, employment and relationships. Clients’ issues are becoming more and more complex and require multiple appointments with the adviser.

This year, we achieved £16,854 in financial outcomes for our clients.

Debt Relief Orders

Citizens Advice Tadley has been authorised by the Our client is a 70 year old widow living in a Insolvency Service to make Debt Relief Order ap- Housing Association flat. She is dependent on plications since 2013. welfare benefits – state pension and pension credit, plus housing benefit and council tax This personal insolvency option is appropriate for reduction that cover her rent and council tax debtors who are on low incomes (having less than in full. £50 a month left after normal household expendi- She approached us for help with her debts ture); who do not own their own property, and who that amounted to nearly £10,000. These are have debts of less than £20,000. credit card debts and bank loans. She has always worked and been self-reliant and In the five years that we have been providing the now finds it upsetting that she is unable to service 43 of our clients have benefited from the repay her debts which, at the age of 70 and successful submission of their DROs, resulting in in poor health, she has no realistic means of debts of £ 456,613.32 being written off – an aver- repaying. age of £10,619.00 per client. Our client reported feeling tearful and depressed during her initial appointments. Of the 43 successful DRO applications, 33 were The worry and stress of managing her female clients and 10 male. The reason for this finances and dealing with creditors was disparity is that women are more likely to have negatively impacting her mental health. been the victims of abusive relationships where We reviewed a number of options for they are coerced into signing credit agreements managing her debts and she opted to apply on behalf of partners. In some cases the client has for a Debt Relief Order which we processed been deserted and left to bring up children without through our DRO Approved Intermediary. financial support. Once her debts were written off, our client reported a feeling of relief and improved In addition to the tangible outcomes, we note that mental well-being as she was able to make a many of our clients experience an improvement fresh start. in their mental health and ability to manage their finances as further benefits of clearing their debts.

Citizens Advice Tadley and District Annual Review 2017-2018 17 Relationship and Employment Legal Advice

We are very fortunate to have the support of Rowberry Morris Solicitors who provide free weekly legal advice sessions in relation to employment and family matters.

Following a generalist advice appointment with us, we are able to refer clients who would benefit from further legal advice from a solicitor specialising in their issues.

As legal aid is now only available to qualifying individuals in very few areas of law, many of our clients would not otherwise be able to afford legal advice.

We collect feedback annually and 100% of our clients confirmed that they found the legal advice they received “very useful”.

Healthwatch Hampshire

Healthwatch is the independent consumer champion created to gather and represent the views of the public. It exists in two distinct forms – local Health- watch and Healthwatch England, at national level.

Citizens Advice Tadley is a local Healthwatch Cham- pion, part of Healthwatch Hampshire. Our aim is to give citizens and communities a stronger voice to influence and challenge how health and social care services are provided within their locality.

We provide information and signposting to people about local health and care services, how to access them and how to find their way round the system. We also feedback any concerns about the quality of health and social care services locally.

In addition, we can refer clients to the NHS complaint advocacy service who provide information and support to make a complaint about an NHS service.

18 Citizens Advice Tadley and District Annual Review 2017-2018 Pension wise

Pension Wise advice is available to clients aged 50 or over who have a personal or workplace pension and want to make sense of their options.

The service is available once a week at Tadley and has become increasingly popular, particularly as appointments at Newbury were discontinued last year.

Appointments can be booked on-line and clients really appreciate the accessibility of the office. Guidance Specialists comment on how accommodating and welcoming the staff at Tadley are. “We would like to express our thanks to the whole team at Tadley,” said Sue Warwick, coordinator of Pension Wise Service Delivery. “We would encourage all the staff to signpost any clients needing help through the maze that is personal pensions.”

Foodbank

Basingstoke foodbank have opened an outreach in Tadley to provide emergency food to those in crisis. They have recently moved premises to Tadley Methodist Church to become more accessible to the whole of our community.

Citizens Advice Tadley made 33 referrals for food parcels last year and clients attended either the Basingstoke, Burghfield or Tadley foodbanks.

The parcel provides a three day emergency food supply. These vouchers had a total financial value of £860.

We were also able to assist some clients with travel costs to the foodbank using money kindly donated by the Loddon Valley Lions for bus fares.

A family parcel with 3 days food costs £32.15 and a single parcel with three days food costs £14.70.

Citizens Advice Tadley and District Annual Review 2017-2018 19 Research and Campaigns

Research and campaigns is one of the twin aims How we work of our service. It aims to improve the policies and Citizens Advice Tadley has a volunteer Research practices that affect people’s lives. & Campaigns Coordinator. The coordinator’s role As a service we have a huge amount of insight and within the office is to engage with our advisers, data about the problems our clients and their wider identify campaigns, provide reports/statistics and communities face. assist with publicity including social media. The co-ordinator provides a monthly report of evidence Through research and campaigns, we use this forms raised by Tadley advisers and distributes this insight to: via email as well as on the noticeboard in the office. • help us research issues further These reports are also shared with other interested • influence decision makers to change policies parties such as the local MP and DWP. and practices • campaign to get decision makers to change poli- In 2017/18 we submitted 61 separate items of cies and practices. evidence to our national Research and Campaigns unit about the effect of poor policies and practices Citizens Advice Tadley Research and Campaigns in the Tadley area. These covered a huge range of team work with Research & Campaigns Hampshire issues although as can be seen in the chart below Forum to collect this evidence and contribute to the majority of the issues raised are in the area of policy discussions about how to improve the lives benefits. of residents. Evidence forms raised 2017-18 2% Health 2% Travel 2% Tax the “Position” heading, enter in the following values for x,y,z and Perspective: X: 35° Y: -12° 12% Housing Z: 2° Perspective: 0° Under the “Extrude & Bevel” heading, enter in the follow

8% ing value: Legal Extrude Depth: 60pt 55% For “Surface” choose “Diffuse Shading”. Benefits Click the “More Options” button and then enter the 6% Debt 2% following values: Employment Light Intensity: 100%

11% Ambient Light: 57% Consumer Blend Steps: 256 Shading Color: Black

20 Citizens Advice Tadley and District Annual Review 2017-2018 Issues raised by Citizens Advice Tadley National Campaign successes 2017-18 The national Research and Campaigns team have In 2017/18, we identified an issue with the quality achieved some great successes this year using of medical evidence provided by GPs in support of the evidence sent from local offices to influence benefit claims and appeals. As an outcome of this the media and policy makers to create change work we devised a leaflet to be given to GPs to give for our clients and consumers. Notable successes guidance on the information that DWP need from included: medical professionals and how best to present this. The leaflet included template letters and was Universal Credit well received by our local GP surgery. Universal Credit represents the biggest change in benefits in a generation. It wraps several means- tested benefits into one and is managed via a claimant’s online account. Evidence col-

Providin g Medical E lected by local offices showed that Univer- vidence – ? Key Points DWP descr iptors : B as r y referrin elevant as g to these possible. descriptor sal Credit can leave people unable to pay They help s/assessme assess a c nt criteria laimants’ abili , you can ty to p ensure tha ? Flu erform daily t your e ctuating activiti vidence is essential bills and can risk pushing them conditions es (see App there : One ke endices). is a deteriora y factor to Medical evidencetion/re explain is additional lapse afte whether input is s r a period the condi of till invalua of stability tion is variabl into debt and hardship whilst they wait for the time, ( ble. Peopl ). We do e and obviously e score poin advise cli fluctuating dependin ts for any ents to kee (or g to a larg descri p a diary e extent on ptor that appli but your for Patients the opinion es to t ? T of the hem for th their first payment. he key is h Benefits ‘m e majority ow severe edical’ as much ly they are sessor). that they affected could mee and how o for any of t several diff ften: The national Research and Campaigns Claiming Benefitsthe ones erent d Where som in that appl escriptor eone’s c 12 etc.). In y for over s over the c ondition flu other word 50% of th ourse of ctuates then s, if the at year (i.e a year, th so they should y are unabl . 3.5 days ey will scor score poin e to perform th each week e points team highlighted the challenges that many ts for it. e de or 6 mon scriptor f ths continuou or more than sly 6 month s out of 12 of our clients were facing when making

Yo ur patien t will be as con sessed on h a claim for Universal Credit, resulting in sidered abl ow they a e to carr re the ma y out an a jority of th ctivity the e time and following that in ord If your four point er to be patien s should b the Government announcing an additional t could do e consider ver some of t ed: y slowly, it hese thing counts as s but not the being unabl to an acce y can only e to do ptable stan investment of £1.5 billion in the programme do it a fe it. For exa dard, sa as w times in mple, if th fely, repea long as so a day, it m ey can st tedly or o meone e ay hurt t and and w nly lse, the law hem, they alk for 50 sees this might someti metres, but as not bei mes fa in the 2017 Budget, along with a number of Sa ng able to ll, or it tak fely: In a w walk for 5 es them tw ay that is 0 metres. ice ha unlikely to ve comple cause harm ted the ta to you fee sk. For som r patient or other changes to the design and delivery of ling that harm ething to anyone ‘may be seen a else, eithe occur’. s unsafe, r during or harm mu after the st be ‘likely y To to occur’ ra the benefit. an accepta ther than ble stand you norm ard : A s ally exp tandard tha ect to achi t is good pa eve. An e enough; i tient can w xample of e of a stan ash thems not compl dard that af elves but eting a ta most peopl ter they ha they do no sk to an a e would ve finishe t realise cceptable d. they have standard w done so inad ould be if equately your Energy networks Rep and are eatedly: still not cle Being able an sympt to repeat oms su the task a ch as pain s often as Energy network companies were making ex- hard and fatigu is reasonably er for your e are rele requir patient vant becau ed. The c meal to repeat se the eff ombined e once wit it or to com ort of com ffects of hout help, plete oth pleting a meal but the e er activiti task could cess profits and through working closely with that day, th xhaustion es. For ins make it ey shou from doin tance, if th rea ld be tre g this mean ey are abl sonable to ated as be s that th e to prepar expect so ing unabl ey could e a meone to e to prepar not prepar be able to e a meal un e another Ofgem and the press these companies were prepare m aided. Thi In a r ore than on s is becau easonable e meal a se it is time: No day. your ph more than ysical or twice as lon persuaded to return the excess profits they’d mental co g as the ndition would maximum norma amount lly take to of time th complete at a person that task. without made to consumers, whilst also making sure 2 that price controls are tighter in the future.

Rent-to-own firms We worked with the Financial Conduct Authority (FCA) to ensure people buying rent-to-own prod- We have continued to support National Campaigns ucts are treated fairly. This led to rent-to-own firms through the use of social media and by contacting Brighthouse and Perfect Home agreeing to give a our local MP with information on new research and total of £17 million back to nearly 300,000 consum- reports provided by the national team for example ers as a means of redress, and the FCA proposing a reports on the roll out of Universal Credit. cap on interest in the sector.

Citizens Advice Tadley and District Annual Review 2017-2018 21 Sources of Income 2017-18

the “Position” heading, enter in the following values for 1% 3% Pensionwise x,y,z and Perspective: Healthwatch 7% 1% Others X: 35° Fundraising 2% Y: -12° Donations 3% Z: 2° Parish Councils Perspective: 0° 1% Ambrose Under the “Extrude & Bevel” heading, enter in the follow Allen Charity 5% ing value: Turbary 40% Allotment BDBC Extrude Depth: 60pt Charity 3% Loddon For “Surface” choose “Diffuse Shading”. Valley Lions Click the “More Options” button and then enter the 3% Rotary Club of following values: Basingstoke 3% Light Intensity: 100% Henry Smith Ambient Light: 57% Charity (Evening) 4% Greenham Blend Steps: 256 Trust 9% Shading Color: Black Turbary Allotment 6% Charity 11% Tadley (Rent) Macmillan Town Council

We are in the fourth year of a five year strategic Allen Charity, Rotary Club of Basingstoke and grant from Basingstoke & Deane Borough Council The Henry Smith charity, who have continued to (BDBC). We have also received funding as part support our evening advice service. Citizens Advice of a three year grant from Greenham Trust and coordinate support to national campaigns on continue to receive grants from Tadley Town Health & Wellbeing and Pensions. Council towards core costs. Our local Parish councils also provide much Macmillan continue to support us to provide advice needed funding, along with donations from local to cancer patients and additional project funding churches as well as other local charities such as has come from Turbary Allotment Trust, Ambrose Loddon Valley Lions. Many of our clients also make

22 Citizens Advice Tadley and District Annual Review 2017-2018 Thanks to our funders and supporters

Aldermaston Parish Council Ambrose Allen Charity AWE Basingstoke and Deane Borough Council Baughurst Parish Council Baughurst Parochial Church Council Burghfield Parish Council Citizens Advice Citizens Advice Hampshire Greenham Trust Henry Smith Charity Loddon Valley Lions Kingsclere Parish Council Mortimer West End Parish Council Parish Council of Pamber Rotary Club of Basingstoke Sherfield-on-Loddon Parish Council Sulhamstead Parish Council Sun Life Financial of Canada Tadley & Pamber Parochial Church Council Tadley Chamber of Trade Tadley Town Council Tesco Bags of Help The Mayors Community Chest Turbary Allotment Charity

We also received kind donations from a number of private individuals.

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Citizens Advice Tadley and District Annual Review 2017-2018 23 Citizens Advice Tadley & District

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24 Citizens Advice Tadley and District Annual Review 2017-2018