Annual Report - Citizens Advice

Our Principles The four principles to help fulfil our aims are that the service is:- • Free- There is no direct cost to the client • Confidential- Client’s details are not disclosed

It’s not unusual to see people forming an orderly queue at our centre in East Gate each day in order to speak to our volunteers and paid staff, to get advice on matters ranging from

7 We deliver advice in a number of locations across Redbridge At our Ilford office we deliver general advice and specialist debt advice Orchard Housing Office South

Those making a financial contribution to Citizens Advice can be confident that, due to staffing in the main by volunteers, every pound invested is repaid many times over • in financial gain

Contents Chair’s Introduction Our Year at a Glance Overview from our Chief Executive About Us Advice and Support Our Clients Client Story Key Achievements in 2017/18 Helping

 Develop an agreed process to refer clients between agencies  Improve the diversity of our volunteers and staff  Increase the number of volunteers available to deal with

This year we carried out research to find out how young people want to access advice, our countywide telephone advice service improved by 13% and we had a new Herts County Council

96% of these clients were in fuel poverty and our advisers reported income gains of over £2.2m Through our Big Energy Saving campaign, we worked with a range of partners including