#walesCABconf
Citizens Advice Cymru
Annual Review 2011/12
Are we all in this together?
Fran Targett
Director Citizens Advice Cymru
Are we all in this together?
Whoever you are, whatever the problem,
• We provide the advice people need for the
problems they face and improve the policies
and practices that affect people’s lives.
• Our advice is free, independent, confidential
and impartial.
• We value diversity, promote equality and
challenge discrimination.
Are we all in this together?
In Wales 2011/12 In Wales 2011/12
• Over 440,000 advice issues dealt with
• Over 140,000 individual clients advised
• 257 locations where the service provides
free and independent advice
• Almost 71,000 calls dealt with by
Adviceline Cymru on 08444 77 20 20
Are we all in this together?
In Wales 2011/12
• Over 245,000 visits to the Wales section of
our self-help website
www.adviceguide.org.uk and a total of
930,000 page views
• 9,700 visits to the Welsh language content on
www.adviceguide.org.uk and a total of
96,000 page views
Are we all in this together?
Evidence-based policy influence
• Welfare reform
– Social fund
– Housing costs
– Employment and support allowance
• Consumer work
– Spot the scam
– Bailiffs’ practices
• Access to Justice
– Legal Aid reform
Are we all in this together?
Partnerships
• Trading Standards
• Big Energy Week and Energy Best Deal
• Better Advice Better Health
• Money Advice Service
Are we all in this together?
Funding to bureaux in Wales
• Funding declining – overall by 7%
• Reductions from local government and face
to face debt funding
• Increases from Big Lottery and a number of
smaller funders
• Welsh Government funding retained
• New funding from Money Advice Service
• Legal Services Commission funding
Are we all in this together?
Response to the future threats
• Volunteering
• Citizens Advice Consumer helpline
• Adviceline Cymru
• Improvements to www.adviceguide.org.uk
• Consumer policy and advocacy
• Education
Are we all in this together?
Trends in advice
• Year on year increases despite funding
reductions
• Welsh Government Advice Services Review
• Strong, quality assured and sustainable
bureau network
• Valued by funders and users, partner of
choice
Are we all in this together?
Yes …
• To ensure that every person in Wales able to
enforce their legal and human rights,
understand their responsibilities, including us
continuing to campaign for change where the
existing rights are inadequate