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.

• Our impact report

• Our service strategy 2008-2011

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Annual Report 2004 - Problem solving

Isabel No, Richard, we really can’t afford it now. OK let’s talk later - I have to catch my bus and my phone’s low on credit.

Richard Ignore it. If it’s the landlord again, he’ll think we’ve gone on holiday. There’s no way we can pay him this month.

Richard I’ll see about signing on tomorrow. Something will turn up – I don’t want to rush into anything after all ...

Isabel Richard, what are you doing? Have you even looked at jobs today?

Richard Stop hassling me.  I need a break from applying.  All I’m getting is rejection letters.  If they can’t see how good I am, I can’t be bothered.

Richard It’s not my fault we’ve got all those bills to pay.

Isabel It’s not my fault either. Mali starts school soon, and she’s got to have a uniform and new shoes. If we don’t pay our rent, we’ll be out on the streets. And on top of everything, I’m worried about mum – she’s not coping well with dad.

(Isabel thinking) Oh no, that’ll be the landlord again. He can deal with it this time. I’ve made enough excuses. There should be someone who can help with these situations.

(Richard thinking) If I tell her the bailiffs are coming, she’ll only get angry. We reached our credit limit on the cards ages ago. Maybe I should get another loan …

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