1. The Citizens Advice service Citizens Advice is a registered charity.

2. About us Our aims: to provide the advice people need for the problems they face to improve the policies and practices that affect people’s lives. Our principles: The Citizens Advice service provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities. It values diversity, promotes equality and challenges discrimination.

3. About us “We’re here with advice when someone needs us, whatever the problem. In person, online and over the telephone.” FREE - CONFIDENTIAL - IMPARTIAL - INDEPENDENT

4. CAB client problems in Winchester bureau 25% money advice (debt) 25% benefits Next highest is housing/employment/relationship/legal

5. Perceptions of the service 97% of people have heard of the Citizens Advice service. BMRB, 2009 41% of people say they have used a Citizens Advice Bureau at some point in their lives. BMRB, 2009 95% client satisfaction. BMRB, 2009 Rated 1 st of 22 national charities on being helpful, approachable, professional, informative, effective, reputable and accountable. nfpSynergy Brand Attributes survey, 2010

6. Impact on winchester clients high number of local authority employees made redundant and first time for some to be unemployed and claiming benefits Always been an area of high employment which is likely to change over next months/years Due to increased need our bureau now has to offer “self help with support” to clients who are able, as we are at capacity with vulnerable clients who work on one to one basis with advisers. Clients will not get help early enough and we will pick them up at County Court at possession hearings.

7. Money advice process Maximise income (includes getting best deal on utilities, ensuring tax code correct etc and that client is receiving all benefits entitled to Complete a budget sheet after seeing evidence of income and expenditure Negotiations with priority creditors, (eg arrears of rent/mortgage, council tax and utilities) If any money left over, offered on a equitable basis to non priority creditors

8. Online advice 24 hours a day Covers the law in all four UK countries. Easy-to-use information in English and Welsh and other community languages. Handy fact sheets and sample letters to print. Signposting to trusted sources of further advice. Visit adviceguide.org.uk “An amazing amount of information on one website. A great self-help service.”

9. Contacts Tel: 01962 848000 advice@winchestercab.org.uk administration@winchestercab.org.uk www.adviceguide.org.uk

10. Ways to follow us Follow us on Twitter twitter.com/CitizensAdvice Become a fan on Facebook www.facebook.com/pages/Citizens- Advice/111373937036 Watch films about the impact of the service on our YouTube channel youtube.com/CitizensAdvice