Citizens Advice Bureau WEST LOTHIAN
Annual Report 2011/12
Citizens Advice Bureau West Lothian
Annual Report 2011/12
Aims of West Lothian Citizens Advice Bureau
Message from the Management Committee Chairperson
How We Achieve Our Aims
West Lothian CAB operates an accessible, independent, quality advice and information service that is well used by the members of the community it serves and is a trusted source of advice, information, advocacy and support on a wide range of, primarily, poverty-related issues.
This year the Bureau has had a huge challenge in relation to the premises move but I am delighted to report that despite a few hitches its been a huge success with staff settled into a new modern working environment. Thanks for WLC and other funders that made this possible.
The bureau covers a geographical boundary covering West Lothian towns, with a population of c172,080 residents. The area comprises some of the most disadvantaged neighbourhoods in Scotland such as Craigshill, Ladywell and Polkemmet which fall within the 7% most severe pockets of deprivation in Scotland.
Every year I report that the Bureau has seen a rise in the enquiries and this year has been no different as we seen an increase in debt, housing and legal issues. To assist with this increase we have increased capacity of our money advice team as well as increasing appointments are our legal clinic.
• We are open to all residents of West Lothian. •
We provide independent and impartial advice and information on social, legal and personal matters.
• Advisers are trained to a high standard. • Interviews are free, confidential and impartial. • We use a comprehensive, up to date information system. • We are accountable to community members.
• We carry out social security benefit checks and look to maximise income. • We carry out licenced money advice. • We provide talks on the work of the service to community groups. • We provide NHS complaints service. • We offer comprehensive and professional training opportunities.
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During the year 2011/12 the bureau received 4597 client contacts from people seeking help on 9766 problems on a wide range of social, personal and legal problems. Aims Our service is to ensure that individuals do not suffer through a lack of knowledge, of their rights and responsibilities or of the services available to them or through an inability to express their needs effectively. And equally To exercise a responsible influence on the development of social policies, both locally and nationally.
Thankfully, we were once again able to attract grant funding, which allowed us to extend staff contracts to support the volunteer staff. I would like to thank the volunteers, a cross mix of our community who deliver a great service to the people in our community who really need it. I also thank my fellow committee members for their support. I would like to thank all the paid staff over the year; they have adapted well to change and supported the volunteers. I would also like to welcome the new committee members that have joined throughout the year. I would like to extend a thank you to all our stakeholders and funders for their continuing support in the last year and look forward to working with them in the future. A special thank you goes to Anne Davidson who has served the Bureau, as a volunteer adviser and laterally as a member of our committee since 1983. Anne has decided to call it a day and I am all of her colleagues on the committee wish her well for the future. This is my final Annual Report as Chairperson of the Bureau. I will be standing down at the AGM. I have been the Chairperson since 1995 and it is time to hand over the reins to someone else. So I would like to take this opportunity to thank all the volunteers, paid staff, committee members who I have had the pleasure to have worked with throughout the years – THANK YOU. Margaret Schönberger Management Committee Chairperson
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Citizens Advice Bureau West Lothian
Annual Report 2011/12
Manager’s Report
Support staff The paid staff team have been dedicated and supportive througout the year. The team was strengthening with the post of a Training & Development Officer and we are hopeful that we can keep this grant-funded post as it has become essential. Premises The decision was made to upgrade Shiel House and due to lack of other suitable premises we had to remain in the building while the work was being carried out. This brought challenges but we are settled into our newly refurbished premises. I would like to thank Michael Chappin whose support and expert opinion has allowed us to achieve the aim of having premises that are fit for purpose and more suitable for the Bureau image. I also thank West Lothian Council who supported us by allowing us to design our office space.
“ Throughout the
year the Bureau has continued to develop its partnership working with agencies such as Council advice shop...
”
The team I work with in the Bureau is first class, from Management committee, front line advisers, admin team and the paid staff team. Each one of them is absolutely committed to delivering a quality advice and information service to the residents of West Lothian. It has been another challenging yet rewarding year. The commitment of the volunteers was awarded when they won West Lothian Voluntary Organisation of the Year and the trophy is proudly displayed in the Bureau. To take forward our aim of trying to reach the most vulnerable people we extended our outreach service and now work in 3 different outlets. We now deliver outreach services in Blackburn, West Calder and Fauldhouse and Addiewell Prison. West Lothian Council, Bank Of Scotland Foundation, Lloyds TSB and Nationwide Foundation have all assisted the Bureau in its service delivery by providing funds which has allowed us to increase access or to carry out specialist projects, in particular, to employ a full time Debt Support Worker who does complex casework as well as supporting volunteer advisers. Volunteers The wonderful volunteer team carries out the entire front line delivery of advice. This year we have been able to increase our volunteer staffing levels to 38 generalist advisers, 6 admin, 4 specialist advisers and 2 social policy workers. Each of the volunteer staff carries out an essential, trusted and quality advice service.
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Through funding available through CAS Development Committee and Clothworkers Foundation we have managed to replace furniture, IT and telephone systems and the new premises have a bright & modern feel. Partnership working Throughout the year the Bureau has continued to develop its partnership working with agencies such as Council advice shop, West Lothian Financial Inclusion Network and local Credit Unions and Housing Associations. All agencies are keen to work in partnership, which improves referral, and joint working opportunities that assists our clients. We have also been active members of the council’s anti poverty strategy and assisted in its delivery. This has been done through increasing money advice, income maxisation and engaging with the most vulnerable clients though the work that we do in the G.P surgeries. Welfare reform impacts Our advisers are already dealing with clients who have been affected by the welfare reforms and we will be recording how they have impacted on client’s health and well being. We will continue to do this throughout this year and work with our partners to deal with the increased demand. Debt and money advice Our money advice enquiries are still the highest area of advice and the demand continues to grow. The cases are complex, time consuming and have multiple issues attached but thankfully the specialist money advice team are well equipped to deal with these cases. I would like to thank this team for their dedication and commitment throughout the year and to West Lothian Council who funded the debt support worker this year.
“ Our money advice
enquiries are still the highest area of advice and the demand continues to grow.
”
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Citizens Advice Bureau West Lothian
Annual Report 2011/12
Money advice service This is now into its 2nd year and the service is complementing existing provisions as well as assisting client who desperately need the service. We have worked along side PACE providing support to clients being made redundant and worked with companies with West Lothain and surrounding areas to offer a face to face service that assists people to re-evaluate priories etc as the devastation of redundancies hit.
Summary of Main Statistical Information 1st April 2011- 31st March 2012
Legal rota We also continue to see a rise in the legal issues surrounding family, divorce, separation and other issues that require the assistance of a solicitor. Thanks to Drummond & Miller and Keegan Smith we are able to operate a monthly legal clinic that is very popular amongst our clients. Specialist employment advice
“ I would like to take
this opportunity to thank the team whose support and commitment to the service has been outstanding.
”
Over the past couple of years we have experienced a 26% increase in our employment related enquiries. Unfortunately, this pattern reflects the job loss and the devastation and problems that this can cause.
Total Clients 4597
Advice Issues
Due to volunteer effort by Geoff Bonnelle, our specialist employment adviser we have assisted 13 clients to challenge unfair employment decisions, 10 of these cases settled out of court, one case withdrawn and two proceeding to the tribunal. The client financial gain for the year was £23,986.27.
E-mail
600
Fax
2
Benefits, Tax Credits and National Insurance
2215
Letter
222
Consumer Goods and Services
232
Personal
3034
Debt
3012
The future
Telephone
628
Education
33
As I look ahead to what the coming year brings I am apprehensive of how the welfare reforms will impact on clients and how we will deal with the extra demand that it will put upon our service. I am confident that with our team that we will continue to meet these challenges and continue to deliver a quality advice service.
Employment
1340
Financial Products and Services
477
Health and Community Care
91
Housing
728
Immigration, Asylum and Nationality
30
I would like to take this opportunity to thank the team whose support and commitment to the service has been outstanding.
Legal
633
NHS Complaints
83
Relationships
445
Tax
191
Utilities and Communication
150
Travel, Transport and Holidays
106
Issue
Karen McGhee Manager
Total Issues
Money Advice
6
Number of Cases
118
Total Debt Rescheduled
£3,162,157
No.
9766
Total Client Financial Gain Through Income Maximisation
£1,238,042 7
Annual Report 2011/12
Our Support Staff
Michael Purdon Session Supervisor
Debbi McCall Training Co-ordinator
It has been another busy year for our front line I joined the bureau as Training advice service. We experienced one of our Co-ordinator at the end of June 2011, Advice Bureau West Lothian busiest times ever during January & Citizens February. having previously been a volunteer at An increasing number of people are contacting us Penicuik CAB. for advice. We are also finding that more & more Karen and I have delivered two Basic Training Courses people are contacting us regarding multiple issues rather this year, assisted by Emmanuelle Le Coz from Citizens Advice Scotland. than just one single problem. It is not uncommon for a client to contact us I would like to thank Emmanuelle for her help and assistance. 20 people about one problem only for further issues to arise. For example, a client may commenced training. Sixteen trainees have become qualified advisers. Basic contact us because their marriage has broken up. They may view this one Training has a practical element as well as being classroom based and our issue, however, the reality is that this encompasses a number of matters volunteer Mentors take on this aspect. I would like to thank our Mentors for that need to be addressed. The client may ask for advice on how to get a their help and support. We could not do the training without them! divorce, however, this may also entail giving advice on housing, debt, child support, & benefits. The bureau has welcomed three local pupils on work experience placements The governments much publicised changes to the welfare benefits system are also underway. There have already changes in respect of Housing Benefit, Employment & Support Allowance & tax credits and with further, major changes, still to come this has had & will have an impact on the advice we give both now & in the years to come. In order to ready ourselves; for these changes a training plan has been put in place to ensure that our advisors are fully briefed as to what these will be & how they will impact on our clients. As well as in house training we will also be inviting speakers from the DWP & HMRC to do presentations & provide training. We have already had a presentation from West Lothian Council’s Revenues Department in respect of the changes to Housing Benefit. Michael Purdon Sessionvisor
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for one week each. They enjoyed their placements and we very much enjoyed their enthusiasm and commitment to the bureau. I arrange for guest speakers to deliver informal training to our all staff meetings, which are held on a monthly basis. We have had a variety of speakers, including Skills Development Scotland, West Lothian Council, Signpost, West Lothian Trading Standards, Scottish Mediation Network, Homestart, Open Door and one of our local Members of Parliament, Graeme Morrice MP. I would like to thank all our guest speakers for their time. We find our guest speakers to be an invaluable source of information. Debbi McCall Training Co-ordinator
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Citizens Advice Bureau West Lothian
Annual Report 2011/12
Our Partnerships
Fiona MacPherson Receptionist/Admin After months of dust and upheaval we finally settled into our refurbished premises. Everyone coming into the bureau has made positive comments on the light and airy ambience of reception, interview rooms and office space. We have experienced a few testing times with IT and Telephone systems but these are now behind us. We continue to offer email and telephone advice along with our dropin facility. There are now more appointments available to clients with financial issues through the Money Advice Service. This has lead to an increase in Money Advice Team Paperwork Check and Options appointments available to clients. The Outreach services still prove very popular and convenient for local clients at Blackburn Health Centre and Addiewell Prison with the addition of an Outreach service in operation at West Calder Health Centre. Fiona MacPherson Receptionist/Admin
Work in G.P Practices - West Lothian Following the success of the work carried out in Ashgrove Health Centre we were keen to replicate this in other areas across West Lothian. Through discussion with practice managers we developed a service in West Calder, which operates on a Tuesday afternoon. We have also introduced a rapid referral system for the Craisghill practice. We recognise the work that we do in G.P practices in key in assisting clients that most need our help, an evaluation was carried out amongst these clients and they informed us that: • 60% of the clients felt less stressed after speaking to an adviser • 47% of people felt their quality of life had improved • 79% of people were better off a result of the advice/information received • 100% would recommend and use the service again
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Court Project West Lothian Court Advice Project is funded by the Scottish Legal Aid Board, it is a joint partnership project between CAB West Lothian and WLC Advice Shop. A management board containing two members from each partnership organisation governs the project. The advice needs of the client group are not currently met through any other provision. West Lothian Council advice shop and Citizens Advice Bureau service rely on this vital service. The workers offer help with income maximisation and money advice to people they identify in the course of this project. The service will be advertised through our current network of council and other voluntary organisations, Sheriff’s and staff at Livingston court, Advice Shop, Citizens Advice Bureau. Following the work that is carried out by the staff the project assisted over 1000 clients to sustain their tenancies.
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Citizens Advice Bureau West Lothian
Annual Report 2011/12
Specialist Money Advice
All of our money advice workers give an excellent service to their clients and are duly recognised within the bureau for the good work that they do. They also provide excellent support to each other and our frontline generalist advisers on a regular basis. Citizens Advice Bureau is not just an organisation that gives advice on various subjects, we are also an organisation that cares, an organisation that does not judge, an organisation that listens and offers support to clients regardless of how their problems arose or their social status. Fiona Sampson Debt Support Worker Money Advice Service
In terms of the number of cases this was the Bureau’s busiest year with debt enquiries. As well as receiving new cases in high numbers we continued to do complex casework for repeat clients. The cases range from Mortgage to rent, sequestration, offer payments and the Debt Arrangement Scheme.
“ All of our money
advice workers give an excellent service to thier clients and are duly recognised within the bureau for the good work that they do.
”
The Bureau had a substantial increase in clients applying for sequestration and the figure has doubled since the year before. Quite often clients debts levels are so high, they have no prospect of paying the debts back in their lifetime. Therefore the most suitable debt relief option is sequestration. However, we predict that there may be a drop in sequestration applications in the coming year due to major changes to bankruptcy legislation. In 2011, two members of the Bureau’s Money Advice Team became Debt Arrangement Scheme Approved Money Advisers. So far, 5 successful DAS applications have been made and 3 more cases are in the process of being submitted. We anticipate when the scheme is marketed more than the need to this scheme will increase. We have also trained an additional money advice admin assistant to help with the increase in new cases. We now have two fully trained money advice admin assistants who perform paperwork checks and carry out any other required money advice admin tasks.
Last year was our first year of delivery the face to face element of the money advice service. The aim of the service is to enable the user to make informed choices and decisions regarding all aspects of any money related matters. The desired outcome is that the customer feels in control of their money instead of their money controlling them. During the reporting year we delivered 460 face to face sessions and assisted companies who were making staff redundancies. As well as providing assistance to clients in other life changing circumstances such as having a baby, bereavment or retirement issues.
“ ...we are also
an organisation that cares, an organisation that does not judge, an organisation that listens...
”
Cases over the years’ are still becoming more complicated, with more issues being identified. Money Advice Team are often dealing with a range of issues, not just debt issues. These cases can be very time consuming, as more time needs to be spent on these cases. We also assisted 6 clients to make applications under the Mortgage to Rent scheme.
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Citizens Advice Bureau West Lothian
Annual Report 2011/12
Volunteer Case Studies
Why I am a CAB Volunteer I have been a volunteer with the Citizens Advice Bureau for over twenty years. Before I married I had trained and worked as a social worker and I gave up paid employment when I had children. I was involved with various local community groups but once all my children were at secondary school I was looking for something more structured and interesting to do, still on a voluntary basis. Since I enjoyed working with people, CAB seemed a logical choice. I decided to give it a go. I completed the basic training which involved learning the principles and codes of practice of the CAB, how to use their information system (which at that time was kept in paper file form), the recording system, interviewing techniques, etc. I then worked as a frontline adviser for about two years. The range of queries and problems presented to CAB is vast and varied. I found it quite difficult to switch quickly from considering one kind of problem to a very different one. I began to concentrate more on debt problems and solutions. This work involves verifying, checking and assessing a great deal of financial information. Issues such as housing, problems with benefits, physical and mental
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health, and family circumstances have to be taken into consideration. We explain the actions creditors must take to legally recover the money owed to them. We then discuss the client’s options for dealing with their debts and the consequences of these actions. Once the client has decided how they wish to proceed, we give the required assistance to move the process along. Cases can take some considerable time to complete, particularly when the client’s circumstances change. Not every case has an easy solution, nor are they resolved very quickly which can be frustrating for both the client and the worker. Over the years there have been many changes within the bureau, not only to the information system regarding the updating of welfare benefits, the law and other rules and regulations, but also to the widening use of computers, electronic recording, new premises, new staff and volunteers, new projects. The CAB service is forever evolving. I have always found the staff and other volunteers helpful and supportive and I still enjoy their company and the work I am doing. I am afraid they are stuck with me for a while yet! Janice McGuire Adviser
Anthony Holloran Prior to starting as an advisor I had never heard much about the Citizens Advice bureau and the fantastic work that they do. However since joining the team I have been overwhelmed by just how comprehensive and wide ranging the services are and how important an advisors assistance can be to a client. The volunteers are recruited from every walk of life which is great as everyone is able to bring their own views and experiences to the table, when dealing with client matters. It also creates a very welcoming environment not just for clients but also makes a fun working environment. I have felt that both the management team and training given to be excellent. As a full time student studying at university I have found that the work and experiences have not only greatly enhanced my cv but have also exposed me to environments and situations which I believe would be unmatched anywhere else. I am one of the fortunate advisors who provides an outreach service at HMP Addiewell. This experience has greatly opened my eyes to some of the most vulnerable members within our communities who are often ignored by our society. I find it highly rewarding that my support and advice has the potential of changing people’s lives. I feel that my time at the bureau has been very enjoyable and rewarding so far. I would thoroughly recommend volunteering at CAB to anyone looking to get involved within their community and develop their skills. Anthony Holloran Adviser
Jacky Docherty I am a qualified solicitor, and initially volunteered as an advisor when I lost my job for the 4th time in the credit crunch. The reason I volunteered was because wanted to keep using my legal skills and broaden my knowledge base. I quickly found that there were a lot of options available to people that, as a lawyer, I would not have initially considered. Volunteering has really helped to broaden my horizons and make me more people and outcomes focussed. In addition to maintaining and enhancing my knowledge and skills, from a personal perspective it has changed my priorities and focus. Having been unemployed myself and struggled through the last 4 years, I it really brought home the difficulties people can face. Citizen’s Advice Bureau has given me the tools and the outlet to be able to use my skills to help. It has given me back the confidence in my abilities that the credit crunch had eroded, and made me feel worthwhile at a time when it seemed like the world was falling apart. Volunteering helps me, just as much as (I hope) we help our customers. Jacky Docherty Adviser
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Citizens Advice Bureau West Lothian
Annual Report 2011/12
Client Case Studies
“ Client was very
greatful for the bureau’s assistance, and advised us that our assistance has helped her to get on with her life...
”
Helping with debt
Difficult employment situation
Client came to the bureau with £34k worth of debt. She is in receipt of disability benefits and an occupational pension. Client has recently undergone treatment for cancer and is currently in remission. She has been told by her doctor that she will never work again, and will be confined to a wheelchair in the near future.
Client contacted the bureau as she was unhappy with how her employer was treating her. She had been told verbally that she was to be redundant.
Client is constantly receiving phone calls and the occasional home visit by debt collection agencies. These were causing client a great deal of stress, which was hampering her recovery. As client’ situation was unlikely to change, and she could not afford to pay her debts, it was agreed with the client that sequestration was the best option for her. The bureau fully explained all the implications involved in sequestration. Client fully understood all these implications and was happy to proceed with sequestration. The bureau completed the sequestration application form on client’ behalf, and submitted the form to The Accountant in Bankruptcy. Clients sequestration was granted within one week of submission. Client wasnot asked to pay any contribution towards her sequestration. Client was very grateful for the bureau’s assistance, and advised us that our assistance has helped her to get on with her life, reduced her stress and enabled her to concentrate on her recovery.
She was advised subsequently in writing that this had been a mistake; however, her job was still under threat due to lack of money to keep her employed. She did not wish to continue working for her employer. Client was referred to the bureau’s Employment Rights Advisor(ERA). The ERA attended a meeting the client had with her to discuss her employment situation. Client was given the option of leaving work with a lump sum payment of £12000. ERA calculated client’s redundancy entitlement plus other monies due which came to £12000 approx. Client was happy to accept this sum, a compromise agreement was drawn up to bring this matter to a conclusion. The client was delighted with the outcome as this enabled her to move on from what had been a difficult situation.
Benefits Assistance Client came to the bureau with his wife. He had to give up working due to ill health. He had been turned down for Employment and Support Allowance due to lack of National Insurance contributions from being self-employed He was not eligible for income elated ESA as his wife works 17 hours per week. However, their entitlement to Working Tax Credits stopped for the same reason. They were extremely concerned about how they were going to manage.
“ They were extremely concerened about how they were going manage .
”
The bureau looked at the whole household picture and undertook a Benefit Check. Their son was in receipt of DLA middle rate care, which allowed the client to claim Carer’s Allowance. This then enabled the couple to claim Working Tax Credits and some Council Tax Benefit. They are now £124.84 per week better off.
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Citizens Advice Bureau West Lothian
Annual Report 2011/12
Homelessness problem solved Client came into the bureau to enquire about homelessness.
“
Client was advised he could register as homeless; he was given information on how to make a homelessness application...
”
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He had been cohabiting with his long-term partner in a house which she owns. She recently made arrangements to sell the house, the paperwork for this has gone through, and to buy another. His partner suffered stroke before they were able to arrange the purchase of another home. As her property has been sold he needed to be out of the property by 28th June. His partner is seriously ill in hospital and will remain there for the next 20 weeks. She has been given a poor prognosis. Client wanted to know if he could register as homeless. Client was advised that he could register as homeless; he was given information on how to make a homelessness application, the processes & procedures involved and a template letter that he could use to make his application. Client was also given information on the Cyrenians Smartmove scheme which assists people in obtaining & maintaining private tenancies. A referral form was completed and emailed to Smartmove. A benefit check was carried out as the client was on a low income, Client was advised that he was entitled to Guarantee Pension Credit & would also be entitled to Council Tax Benefit, Housing Benefit & a 25% single persons discount on his Council Tax bill when he obtained a tenancy of his own.
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Advice 01506 432977 Appointments 01506 431061
Admin 01506 436132 Fax 01506 441986
Opening Hours Monday 10.00am to 12.30pm Tuesday 10.00am to 3.30pm
Wednesday 10.00am to 3.30pm Thursday 10.00am to 3.30pm Friday 10.00am to 3.30pm
Legal clinic third Tuesday of every month 5.00pm to 7.00pm West Calder Health Center outreach 1.30pm to 4.30pm - Appointments to be booked by contacting the health center direct on 01506 874300 DLA/AA Form Completion Service - by appointment only. Other Specialist appointments by arrangement
Outreach sessions at Ashgrove Health Centre, Blackburn 12.30 to 3.30pm by appointment only Contact Health Center direct, in person or by telephoning 01506 654965
Saturday 10.00am to 3.30pm
Citizens Advice Bureau West Lothian
Suite Seven, Shiel House Craigshill, Livingston, EH54 5EH
