Introduction from the Chair of Citizens Advice

When I became Chair of Citizens Advice in 2004, I was proud to take the lead of a national charity that has been at the forefront of helping people solve their problems for over 65 years. As a membership organisation, we are constantly striving to support bureaux better and in turn improve the situation for our clients - both those who access our advice services and the millions more who benefit from our policy campaigns.

The service has been working together to meet the objectives set out in our service-wide strategic plan (2004-2008). We never stand still. In the last year we’ve consulted with our member bureaux, our staff and the public to find out their views of us.

The last year has been as busy as ever. There is a huge amount of work going on in all parts of the Citizens Advice service to get our advice to as many people in the community as possible. New projects, partnerships and campaigns are underway, instigated by the problems brought to local Citizens Advice Bureaux by our clients.

By improving the service as a whole, we can improve the services we provide to our clients. Already 2.75 million people a year use our advice services. By providing a more integrated service of telephone, face-to-face and internet advice, and continuing to influence the policy agenda, we can help solve more problems for
more people.

The Rev. Hilary Watkins
Chair