An exploration of a possible day in the life of the Citizens Advice IW team. Read more
Anonymised case studies detailing the assistance our Housing Court Desk have provided our clients during 2020 Read more
An anonymised case study detailing the assistance our Macmillan Case Worker has provided our clients during 2020 Read more
Anonymised case studies detailing the assistance our Money Advice Unit have provided our clients during 2020 Read more
Here are some examples of the clients we have advised, given information to or acted on their behalf. All of our case studies are anonymous unless the client consents to being identified.
At the start of the pandemic, the Generalist Advice team staff and volunteers rose to the crisis, and rapidly started to work from home. A voicemail service was initiated on the Adviceline number and calls were responded to quickly and effectively. Read more
Our Money advice team may be small, but we thrive on a challenge, We quickly adapted to making sure our advisers and administrators had the ability to work from home as per government guidelines. Read more
The tax team assisted clients in appealing against and reducing incorrectly billed child and working tax credit overpayments and have achieved a 100% success rate in the submission of mandatory and exceptional mandatory reconsiderations along with supporting PAYE and Self-Assessment enquiries and supporting clients by producing appeals against penalties directly to HMRC. Read more
Our advisers worked days, evenings and weekends to support the most vulnerable clients who were unable to put food on the table or heat their homes. We had an increase of 159% on applications in comparison with 2019/20 servicing over 600 client applications, information taken from our client applications shows us that those 618 applicants had more than 500 dependents. Read more
An anonymised case study detailing the assistance our Welfare team have provided our clients during 2020 Read more