Life, as we know, can throw any number of unexpected curve balls. Redundancy or homelessness may strike; health or care needs can suddenly take centre stage; and rising fuel bills can ignite widespread anxiety for some in our communities.
Even if we are not personally affected by any of the above, there’s a chance we know others who are and who may be struggling to find the right solutions.
For many people, having a local organisation to turn to that provides free advice that’s impartial, independent and confidential, is a real game changer.
The history of the original Citizens Advice Bureaux can be traced back to the Government’s fledgling social welfare service established during the late 1930s.
Intended to meet the information needs of the civilian population – ‘particularly in the large cities and industrial areas where social disorganisation may be acute’ - the first 200 bureaux opened on September 4 1939, immediately after the declaration of World War II.
From helping with the fall-out of rationing and bombed accommodation to locating missing relatives, within three years 1,000 CAB were operating from public buildings, private homes and even a horse box.
Post-war, support from the Joseph Rowntree Foundation, among others, ensured services continued to be provided. And, with Government funding restored in response to the housing crisis of the 1960s, an expanding National Association of Citizens Advice Bureaux saw North East Derbyshire open its doors in 1974.
Having initially been appointed as an outreach worker within the community, current joint chief officer Benjamin Youngs now oversees more than 50 dedicated staff and volunteers at the organisation.
Whilst keeping funding partners and local councils alert to the demands on their services, Benjamin also continues to work with clients.
So, whether it’s money, benefits, housing, consumer, immigration, energy, family law, legal or employment problems, he knows first-hand how these often mirror societal change.
‘When I first started, we’d see a lot of people struggling with debt,’ he says. ‘But much of this was with credit card companies, which was fairly easy to deal with, because people could still cover their essential expenditure such as rent and utility bills.
‘Over the past two to three years though, that’s changed. Most of the debt we now see is Council Tax and utilities related, as there’s no longer the disposal income to cover these costs.
‘Unfortunately, it’s become an ongoing cycle of offering clients support with charitable applications and food bank referrals etcetera.’
As he goes onto explain, although advice on the problems that present themselves is what they’re best known for, Citizens Advice conducts research and campaigns to address what’s behind these.
With previous national campaigns having ranged from tenancy deposit protection schemes to banning the forced installation of pre-payment energy meters, unsurprisingly, the latest focus is on the proposed changes to winter fuel payments to older residents.
‘There will be awareness days to get people signed up for Pension Credit in order that they don’t lose their entitlement to the allowance,’ explains Benjamin.
‘We’re also looking at how we can lobby our MP and other Government ministers so that even if the policy can’t be reversed, it might be changed to reduce the number of people we expect to be affected.’
And increasing access to support has proved vital. Already, compared with the same period last year, the first six months of 2024 show a doubling in the number of clients to over 2,500.
With almost 12,000 issues needing to be addressed, it’s a trend, Benjamin observes, that is likely to continue.
‘There is an increased awareness of our ability to help but, at the same time, people are asking more about what help is available,’ he reveals.
‘The biggest increase is advice regarding disability allowances as part of Personal Independence Payment. With people looking at how they can supplement their existing household income, we are needing to do more benefit checks.’
For those who might be reluctant in considering claiming benefit, Benjamin has this message: ‘We always say to people that if they meet the eligibility criteria, there’s nothing wrong in making a claim and we’ll give them the support to do this.’
Having assisted their clients to gain over £2m in income during the same period, central to the Citizens Advise modus operandi is enabling people to manage their own problems once the options, and possible outcomes, of different courses of action have been explained.
Meanwhile, to help to meet the increasing need for digital skills – including accessing online claims services or to carry out financial transactions – personalised support is offered, regardless of age.
‘This may be assistance with using a smart phone, or help with online banking,’ suggests Benjamin. ‘There’s also a tablet loan scheme and free data packs to assist with internet provision.
‘So far, we’ve had a really good take up and are very pleased with how this is working, alongside the referrals our advisers are making, for example, with applications for Universal Credit. It’s all about client empowerment.’
Additionally, both the main website and debt tools website have been redeveloped with jargon-busting language and key information available at a glance.
Benjamin is also delighted that when it comes to face-to-face interactions, North East Derbyshire’s provision of advice at the point of need has become an exemplar for other rural communities – of which there are many in Derbyshire - to follow.
Already established for two decades are the health partnerships that see advisers present within medical centres, with positive results achieved for everyone involved – especially given the demand and pressure on healthcare providers.
‘By recognising that issues such as benefits or debt can cause anxiety and worsening health problems, our early intervention and referrals can reduce GP’s workloads,’ he continues.
‘At the beginning of this year we received suicide prevention funding to go into the Hartington Unit at Chesterfield Royal Hospital. Here, advice and support is readily available for people whose financial situation is a barrier to them leaving.’
As well as continuing to help those with acute mental health needs, sights are also now set on gaining additional funding to enable the recruitment of extra advisers to work with victims of domestic abuse.
And, according to Benjamin, there’s also the ambition to expand Citizens Advice North East Derbyshire’s services to local businesses as a means of improving employee wellbeing.
‘The issues people face in their personal life can profoundly impact on their work life and by partnering with local businesses, this can impact positively on employee satisfaction and retention.’
With a celebratory 50th anniversary black-tie gala dinner being held this month at Chesterfield Football Club and its main office set to relocate to Clay Cross Active the future, Benjamin says, is bright.
‘All of us at Citizens Advice North East Derbyshire take a lot of pride in the service we give,’ he concludes.
‘The dinner is something we’re very much looking forward to as it will celebrate the organisation and the people who have put us where we are today.
‘Many of our staff have been here for considerable periods of time. My colleague and joint chief officer Leanne Brice, for example, has been here for 20 years, whilst one of our advisers, Paul, has been here almost 25 years.
‘What’s important is that we can continue to be counted upon by our local communities for the quality of the advice we provide. This is already a great platform for the next 50 years.’
In addition to North East Derbyshire, drop-in sessions and appointments are available at Citizens Advice Derbyshire Districts (Amber Valley, Derbyshire Dales, Erewash and High Peak); Chesterfield; and Mid Mercia (South Derbyshire and Derby City). Advice and support is also available within community GP surgeries, church centres, libraries and food banks.
Alternatively, call free on 0808 250 5702 selecting option 4 for your local office. Lines are open Monday to Friday excluding public holidays. If you can’t hear or speak on the phone, messages can be typed using the Relay UK app or a textphone, at no extra charge.
Citizens Advice is regulated by the Financial Conduct Authority and can offer specialist money and debt advice. Information on energy deals and energy saving tips are also available.
For more details go to: citizensadvicederbyshiredistricts.org.uk/get-help
