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Citizens Advice

The Citizens Advice service helps people resolve their legal, money and other problems by providing free, independent and confidential advice, and by influencing policymakers.

Every Citizens Advice Bureau is a registered charity reliant on trained volunteers and funds to provide these vital services for local communities.

Citizens Advice service strategy 2008 - 2011 cover


Outcomes of a Longitudinal Study of Citizens Advice Service Clients in Wales

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Key Findings

  • Findings indicate that the sample represents some of the poorest and most vulnerable sections of Welsh society.

  • There were high levels of economic inactivity in the sample.  At Baseline 62% of the sample relied on social security benefits, state pension or tax credits for their main source of income.  There were high levels of self-reported financial difficulty.

  • There was clear evidence of poor health, thin social support, and indicators of social isolation at Baseline.

  • Many clients sought advice with multiple and complex issues.  A significant number of clients seeking help with debt problems lacked full knowledge of their financial circumstances and were unable or unwilling to provided full details of their financial commitments.

  • Over the period of the study welfare benefits gains acquired for clients totalled £92,625.01, and £374,502.84 of personal debt was managed.

  • Improvements to financial wellbeing meant clients were better able to afford a range of essential items such as clothes, shoes and food, and social activities for themselves, and for their dependent children, where applicable.

  • As a consequence of receiving help and advice from CAB, clients described improvements in their health.  They felt better; they were less anxious, less stressed and less worried about money.  Clients with dependent children reported improved relationships with their children; they were more relaxed with their children.

  • Statistically significant improvements were found in the SF-36 domains of Social Functioning, Role Emotional and Mental Health, and in the Anxiety and Depression scales of the HADS at Wave 2.  At Wave 3 statistically significant improvements were found in the domains of Vitality, Social Functioning and Mental Health in the SF-36, and in the Anxiety scale of the HADS.

  • Clients noted improvements to aspects of their quality of life and the way they were feeling.  Some noted a positive difference to their peace of mind, levels of stress or anxiety, happiness, ability to enjoy day to day activities, their quality of life, feelings of being isolated or cut off from society and their ability to get on with people.  A number of clients noted improved emotional states of mind and feelings of self belief.

  • All clients participating in the study at Wave 3 said they had learnt from their experiences with CAB.  Some learnt to be more assertive, they noted a greater understanding of their rights and entitlements, and some gained practical skills such as learning how to budget and solve problems.

  • Clients said they followed CAB advice because advisors helped them to understand their problem and a range of solutions to their problem.  Advisors were able to provide explanations in a clear language that was easy to follow.  This was the most universal reason why clients followed CAB advice.

  • Advisors played an important role supporting clients both emotionally and practically, often over prolonged periods of time.  At Wave 3 all clients said they would recommend the CAB service to family or friends.