Citizens Advice: Supporting Communities and Navigating Consumer Issues

29 Sep

Author: Adam Carter - Three minute read

In this blog, we’re taking a deep dive into the crucial role Citizens Advice plays in supporting communities across the UK, particularly during challenging times like the ongoing cost of living crisis. In our Podcast episode (listen below) with Jon Walters and Judith Wood Archer from Citizens Advice, we learned more about how this incredible organisation delivers vital services to millions of people every year, tackling everything from consumer rights to debt management and housing issues.

How Citizens Advice Helps Millions Every Year

In 2022 alone, Citizens Advice handled over 5.5 million consumer-related issues, covering a range of topics such as consumer rights, energy problems, and debt advice. Their website also saw over 29 million visits, showing just how essential their resources are for individuals navigating complicated legal and financial landscapes.

As Jon Walters, Senior Service and Contract Manager, explained, Citizens Advice aims to provide people with the help and advice they need to resolve their problems—whether it’s assisting with individual cases or advocating for broader policy changes on behalf of the public.

"Our job is to help people find a way forward, whether it's through advice, connecting them with the right support, or advocating for policy changes that serve their best interests," says Jon.

The impact of the Cost of Living Crisis

One of the most significant challenges facing Citizens Advice today is the ongoing cost of living crisis. Many families are struggling to make ends meet, and the number of people turning to Citizens Advice for support has surged.

Judith Wood Archer, Senior Delivery Director at Citizens Advice Gateshead, highlighted how the crisis has shifted the focus of their work, with many clients now relying on food banks, energy vouchers, and emergency support. Over 25% of their clients are in immediate crisis, needing urgent help to manage basic necessities like food and heating. Judith states:

" because they're in crisis. Getting the bandwidth to do something else is, is just not there with them. Often we have two, three, four contacts with somebody in order that we get underneath what's going on to try and remove that crisis from them. To get them to a place where, they're no longer chronically using a food bank or, no longer threatened that they're not going to be able to cook tea tonight because they've not got enough gas on the meter.”

Early Intervention is Key

Both Jon and Judith stress the importance of early intervention. Often, people wait until their situation becomes a full-blown crisis before seeking help. However, reaching out sooner can prevent many issues from escalating. Judith explained that it's like untying a knot: when people come early, it's a simple fix, but if they wait, the knot tightens and becomes more challenging to unravel.

Unfortunately, many are hesitant to ask for help due to shame or embarrassment. Citizens Advice is there to remind everyone that asking for help is a sign of strength, not weakness. Vulnerability can affect anyone at any time, and Citizens Advice is committed to supporting people, regardless of their circumstances.

A Broad Range of Services

Citizens Advice provides a wide range of services that cater to local and national needs. From consumer rights disputes to helping people transition onto universal credit, their reach is vast. They also work closely with other organisations to ensure that their advice is accessible to everyone, translating key resources into multiple languages and embedding advisors in local communities.

Judith shared a story about helping a couple who had spent a large sum of money on a faulty sofa. Despite their financial stability, the stress of dealing with an uncooperative business left them feeling powerless. Citizens Advice stepped in to assist, highlighting that vulnerability can affect anyone, regardless of income or education.

The future of Citizens Advice

When asked what they would change if resources were unlimited, Judith and Jon both focused on systemic improvements. Judith emphasised the need for an upgraded benefits system that ensures people have enough to cover their basic needs, while Jon spoke of his wish for a fairer society where the need for Citizens Advice services would diminish.

"We’re here because some of the building blocks around people’s lives just aren’t in place, But we wake up every day with the mission to make things a little bit better."

Final Thoughts

Citizens Advice plays a vital role in our communities, providing essential services that empower people to solve their problems and live more secure lives. Whether you need help with consumer rights, managing debt, or navigating complex welfare systems, they are there to support you.

Their work is especially important in times of crisis, like the cost of living crunch we’re currently experiencing. If you or someone you know is struggling, don’t hesitate to reach out to Citizens Advice for support.

For more insights from our conversation with Jon and Judith, tune in to the full episode of the Consumer Friend Podcast below

Podcast Title: Consumer Friend Podcast Season 4

Episode Title: Citizens Advice: Supporting Communities and Navigating Consumer Issues

Release Date: 30/09/24

Host(s):

Adam
Louise (LouBax)

Guests:

Jon Walters – Senior Service and Contract Manager, Citizens Advice
Judith Wood Archer – Senior Delivery Director, Society Matters Citizens Advice Gateshead

Episode Summary:

In this episode, Adam and Louise are joined by Jon Walters and Judith Wood Archer from Citizens Advice. The discussion revolves around the incredible work Citizens Advice does to support communities across the UK, handling over 5.5 million consumer-related issues in 2022. From helping consumers navigate energy issues and debt advice to ensuring individuals understand their rights, Citizens Advice plays a vital role in consumer protection.

Judith shares insights from her 18 years of experience at Citizens Advice Gateshead, the largest branch in the country, while Jon discusses how the national team works to advocate for consumer rights and influence government policies. Together, they explore how the cost-of-living crisis has impacted consumers and the importance of offering practical, accessible support when people need it most.

Key Takeaways:

Citizens Advice’s Reach: In 2022, the Citizens Advice Consumer Service handled over 5.5 million consumer issues, and their website received 29 million visits, focusing on consumer rights, energy issues, and debt advice.
Cost of Living Crisis: Citizens Advice has seen a significant increase in demand for services, with many clients struggling due to rising living costs and debt.
Importance of Early Intervention: Judith and John emphasize the need for people to seek help early to prevent small issues from escalating into crises.
Citizens Advice’s Impact: The organization delivers services both locally and nationally, offering vital advice and support in areas like housing, benefits, and consumer protection.

Notable Quotes:

Jon Walters: "We try to give people the help and advice they need, but part of our job is to be the people's champion, influencing decision-makers to see things from the perspective of those in need."
Judith Wood Archer: "It's often not until people are in crisis that they seek help. But if we can catch them early, it's like untying a simple bow instead of cutting through a knot."
Adam Carter: "Citizens Advice is like a safety net – people don’t think they need it until a problem happens."

Resources & Links:

Citizens Advice Website – Access advice on consumer issues, debt, benefits, and more.
Consumer Friend Website – For additional consumer rights support.
Action Fraud – Report scams and fraud.

Timestamps:

[00:00] – Introduction to the episode and guests from Citizens Advice
[02:00] – Judith’s experience on local TV and Citizens Advice’s work in Gateshead
[05:30] – John Walters on the role of Citizens Advice and partnership with Trading Standards
[12:00] – Cost of living crisis and the increase in demand for advice on debt and energy issues
[19:00] – How Citizens Advice helps consumers access redress and resolve disputes
[27:00] – Judith on addressing vulnerability in communities and ensuring accessibility for all
[32:00] – Final thoughts on the future of consumer protection and Citizens Advice’s mission

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