Annual review [ 1.4 MB] - Citizens Advice

worker to sort out debts in the long-term. As always I’m pleased that we have in-housemoney advice workers and ready access for many clients through a legal aid contract withhousing advisers based at Allerdale CAB and the Cumbria Law Centre in Carlisle.The next client has just separated from their partner, is upset and struggling to take anyinformation in, so is given some basic advice and various factsheets relevant to theirposition so that they can read and re-read them at their leisure. They are reminded thatthey can come back at any time for more help.Two clients follow with problems about their applications for Employment SupportAllowance. We have become well used to ESA enquiries – over 50% of applicantsnationally fail their medical assessment with regard to their ability to work so many seekadvice on what to do next. One client also needs help with Disability Living Allowance andI’m pleased that our in-house Welfare Benefits specialist can assist them.Clients keep coming in, volunteer advisers keep on working, and the kettle keeps boilingfor the all–important tea and coffee (why does mine always go cold before I can finish it?).A homeless client arrives. One adviser spends the next two hours working with him (thegreat majority of our homeless clients are men), assessing what level of support he canexpect from the local authority, advising on alternative accommodation possibilities, whatbenefits to claim and assisting with this. It’s a taxing time for the adviser and they need abreather after this.Meanwhile, other clients come - a consumer enquiry about poor quality furniture; helpwith an income tax form linked to a pension; an immigration query for a client’s partnerwanting to come to the UK; an employee who has just been dismissed and another whowants to know about their rights when working on a bank holiday, two more new debtclients, a problem with a mobile phone contract, a query about dealing with a deceasedrelative’s estate, an enquiry about general benefit rights which turns into a need for anemergency supply of food, a neighbour boundary dispute. A pretty typical day, really.Advisers grab a few moments to eat lunch at their desk then it’s on again with the nextclient.By the time our session ends at 3pm we have assisted 16 clients in the open session and afurther 5 on the telephone. There are still cases for the advisers to write up and follow upcase work to do.FF aFFClient Feedback:“Your services towards the publicare first class – bearing in mindthat all work carried out isvoluntary – I would not hesitate tosuggest anyone of your kind help.”Client Feedback:“Very satisfied with the level ofservice and would recommend toothers. The advice given to meenabled me to get a full refund onfaulty product purchase.”Client Feedback:“You do a brilliant service for thecommunity and without thisservice; a lot of people wouldstruggle.”Client Feedback:“I was upset and worried when Iarrived. My advisor put me at easeand got straight to the problem andwith his help the problem was sortedwithin 2 weeks.”