Introduction from the Chair of Citizens Advice

2006/07 has not been the easiest year for Citizens Advice. We have had to wrestle with the challenge of reducing our expenditure but not reducing the quality or level of service we provide. It is a tribute to everyone involved that we have found a way to do this, maintaining the service we offer bureaux while continuing to develop in new and exciting ways.

We have known for a long time that many more people would like to use the Citizens advice service than can access it at present. Our access strategy is addressing this. As these developments roll out, we shall be able to help many more people.

The work we do to influence policy makers has had some notable successes – the  campaign for “free to use” ATMs is just one of the things we have done to help not only the people who came to see us, but millions of others.

We know that much of our work helps to build stronger communities. The preparations for the introduction of the Commission for Equalities and Human Rights and for the service to be a first point of contact for discrimination and harassment complaints will allow us to help many more of the people who experience discrimination, unfair treatment and exclusion.

We have developed without diluting the quality of what we do. During 2006/07, the success rate at the internal Quality of Advice Assessment has risen. This means that we are improving year on year in the work we do for the public.

The challenge of meeting the new budget has meant finding new ways to work. 2007/08 will see the internal organisation of Citizens Advice change radically. During this coming year we shall begin to see the first benefits of this and I expect to report another year of positive development, innovation and excellent service.

Thank you every one involved in any aspect of our work for your commitment, enthusiasm and for all you do.

Revd. Hilary Watkins

Chair
Citizens Advice

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