Agenda item

To receive the annual update from Citizens Advice, New Forest.

An annual update on the Citizens Advice, New Forest was provided by the Service Manager – Revenue, Benefits and Customer Services and a presentation was provided by the Chief Officer, New Forest Citizens Advice and from the Chair to the Board of Trustees, New Forest Citizens Advice. 

The presentation covered service delivery, client issues, current services, delivering value to communities, changes to income and building for the future.

A Panel Member asked whether engagement had been undertaken with Citizens Advice groups in Southampton, Eastleigh, Winchester, Test Valley and East Hampshire regarding combined grant funding and future engagement.  In response, it was confirmed that Hampshire Citizens Advice was a consortium created for the whole of Hampshire to enable funding bids.  Nationally, Citizens Advice had launched an initiative called Stronger Together which would look at how Citizens Advice could adapt to local government reorganisation. Regular meetings had been held across Hampshire to establish what local government reorganisation could look like.  Citizens Advice were aware of the different needs of clients in different areas across Hampshire, realistic to the challenges which local government faced and were investigating alternative funding.

A Panel member asked how the Citizens Advice attracted volunteers.  In response, it was confirmed there were numerous ways that volunteers were recruited with all volunteers undertaking an extensive training programme to ensure that clients would be supported and whether the role was right for the volunteer.

The Portfolio Holder for Finance and Corporate thanked New Forest Citizens Advice for the work they had undertaken for the residents of the New Forest and asked whether the organisation received funding from central government to provide benefit advice.  It was confirmed that funding was available for some aspects of benefit advice such as the call centre for universal credit based at Solent East.  However, there was no direct central government funding to New Forest Citizens Advice for benefits advice other than if it was included in a specific, delivered contract.

Another Panel Member thanked the New Forest Citizens Advice for the service provided to constituents who had used their advice with great satisfaction and asked how members could signpost residents to the services.  It was confirmed that contact with Citizens Advice could be a big step for many and Citizens Advice tried to be as approachable as possible by undertaking outreach to build relationships with clients.  An example was provided of a School Financial Inclusion worker who worked across eight schools in the Ringwood and Fordingbridge area and had undertaken work to embed themselves with the schools and communities to build a relationship.

It was confirmed that social media, posters, etc were used to publicise New Forest Citizens Advice services alongside working in partnership with the voluntary sector and the Council.  Citizens Advice were aware that there was a balance between helping as many residents as possible and limited resources to provide services. 

A copy of the presentation was attached.

RESOLVED:

That the Panel noted the contents of the report and the presentation from Citizens Advice, New Forest.