HomePublicationsAnnual reportsCitizens Advice annual report 2005/2006Our key achievements

In last year’s annual report we published our aims for 2005/06, the majority of which were successfully delivered. We also delivered many of the other key strands of work that contribute to our 2004 – 2008 strategic plan. Further details are provided within this report, however some of the highlights follow.

To increase access to advice we:

• piloted a centralised out-of-hours telephone, email and an interactive ‘chat room’ style advice service which reached nearly 1,200 people
• developed solutions for visually impaired volunteers and advisers to access the Citizens Advice IT systems they need
• published the Citizens Advice Handbook, practical information and advice in paperback form, that sold over 38,000 copies in six months.

To influence policymakers we:

• made a super-complaint to the Office of Fair Trading about exorbitant payment protection insurance (PPI) charges which resulted in a market investigation
• successfully lobbied for limits to the hardship caused by the recovery of tax credit overpayments
• provided bureaux with ways to measure outcomes to help demonstrate the benefits of social policy work
• increased bureau use of our electronic case management system. Now in over 90 per cent of bureaux, it allows better analysis of our clients’ problems in order to influence policy makers.

As part of our innovations and new service developments we:

• provided AdviserNet, our comprehensive and unique information resource for advisers online for the first time
• secured resources to develop and deliver national take-up campaigns on tax credits and other welfare benefits
• established a partnership with Macmillan Cancer Support, delivering our aim to provide more Citizens Advice services in health care settings
• established the Money Advice Gateway in partnership with others agencies, to make it easier for people to find assistance from a money adviser
• secured funding to continue our financial capability strategy
• raised £33 million from the Government’s Financial Inclusion Fund for the service and key partners nationally, regionally and in Wales, to substantially increase debt advice over the next two years.

The next few pages provide details of our aims, performance and future plans in the following areas:

• Strengthening the bureaux network
• Investing in IT
• Developing our people
• Influencing policy
• Making information available
• Costs of generating funds

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