Benefits of the CAB

Five reasons why the CAB in Trafford are ‘the community’s first choice’

1. Solving problems and serving the public

Citizens Advice Trafford (CAT) dealt with over 30,000 client enquiries this year across the district at five fixed sites and three outreaches and helped some 17,000 individual clients to solve their problems. Contact was made to the service by face-to-face, Outreach, email, and by telephone.

With the new method of electronic case recording now in use across the district (CASE) we are able to compare the level of help we give to clients with that of other Bureau across the North West. In terms of the numbers of clients that we help, Citizens Advice Trafford outperforms the majority of similar sized services across the North West. Our quality of advice is also assured through regular and vigorous independent auditing.

The level of help given to clients ranged from category 1 – Signposting to category 5- Representation help at County Court or Benefits Appeal Tribunal and the majority of clients were provided with advice at level 3 – ‘in depth advice including negotiation with external agencies’.

2. Income maximisation

Through our practical help and advice in identifying and helping to secure client’s rightful entitlements, CAT has helped secure some £2 million in additional benefits for clients living in the Borough- much of this money is spent in Trafford so helping the local economy. In addition, the Council receives an estimated £1,077 in their grant for each person receiving DLA or AA Under the personal social services (PSS) formula spending share.

CAT also helps clients to sort out, reschedule and, in some cases write off debts for hundreds of clients. Much of the indebtedness we see is a result of a change in the clients personal circumstances; the bereavement of a partner or loss of a job for example. It is also the result of extortionate interest rates being charged to those who can least afford it and the easy and intrusive availability of credit. CAT also helps clients to manage their finances better. In the last year CAT helped clients reschedule some £3 million in debt and managed to write off some £500,000 for clients.

3. Challenging bad practice and injustice

Through our social policy work CAT works to highlight areas of poor practice or policies which are having a detrimental effect on local people and to work with statutory and non-statutory agencies to help address these issues. This year CAT completed 318 Bureau evidence papers to highlight concerns on a range of issues; these included ‘extortionate credit’, problems with processing benefit claims, the miss-selling of mortgages and the failure of some local employees to pay the minimum wage. As well as providing evidence in this way CAT works with other agencies to help bring about positive change.

4. Training and experience

CAT is supported by over 100 volunteers. We provide training for advisors leading to a certificate in advice work. Our training is acknowledged to be second to none and equips volunteers with a high level of skills and confidence. This year, 38 new volunteers joined the service. Of the volunteers who left, 7 left to gain paid employment and five left to go on to further education.

5. Outcomes

Measurements of the success of the CAB service in Trafford can be seen not only in the above figures but in how the outputs described above are translated into Outcomes for local people ‘Quality of life’ seems to be the best outcome to measure. Our work can perhaps best be seen by reading some of the experiences of the people whom we have helped. The following case study provides a good example of the work that we do and there are many more;

An 80 year old man (Local authority tenant) who lived with his stepson who suffered from serious mental health problems. Since the death of his wife the man’s depression had increased. Both men received income support, but had re-applied for HB/CTB. Despite visits by various housing officers (about complaints about the state of the front garden) none picked up on the social exclusion being experienced by the pair, that renewal applications had not been submitted for HB and CTB and that both men were suffering from mental health problems and should be referred to the community Advice team. As a result of the HB/CTB not being renewed an eviction notice was issued for the following Monday. The Bureau arranged for a Shelter fieldworker to represent the client at the County Court. The Bureau advisor submitted a stay of execution of the warrant. The Bureau immediately applied for backdated Housing and council tax benefit. At the hearing, the client was successful as was the Bureau’s application for backdated benefit.

The help that the client received meant that he could stay in his own home. He now receives help and support for his mental health condition. It also means that, due to the CABs intervention the council have avoided the cost of eviction.