Agenda item

(To receive a report from Monica Stark, Chair Citizens Advice Lincs and Jenny Barnett, Chief Officer Citizens Advice Lindsey, which provides the Committee with an update on the performance of Citizens Advice services across Lincolnshire during 2021/22)

The Committee considered a report, which provided the Committee with an update on the performance of Citizens Advice services across Lincolnshire during 2021/22.  The information provided by Citizens Advice Lincolnshire provided members of the Committee with an understanding of demand levels across a range of services, and the impact achieved from the grant funding provided by the Council to Citizens Advice Lincolnshire.

The Chairman invited Monica Stark, Chair Citizens Advice South Lincolnshire, and Citizens Advice Lincolnshire (CAL) Liaison with the County Council and Jenny Barnett, Chief Executive Officer, CA Lindsey and cover for CA Lincoln and District to present the item to the Committee.  Michelle Andrews, Assistant Director, Integrated Care System was also in attendance for this item.

In a presentation to the Committee, reference was made to:

·       It was reported that AdviceLine had seen a significant increase in the number of calls it was dealing with, which was mainly due to cost of living enquiries.  It was highlighted that demand for the service was unable to be met, due to a lack of resource. Details pertaining to AdviceLine were included on page 28 of the report.  It was highlighted that of the 42,224 calls made by Lincolnshire residents to Adviceline, only 15,428 (36%) calls were able to be answered;

·       The Committee was advised that there had also been an increase in accessing the core service, and the number of clients supported with debt issues.  Details of which were shown on pages 29 and 30 of the report. It was reported that there had also been some trends for increased support regarding Universal Credit, Employment and Support Allowance (ESA) and Housing Benefit; 

·       The Committee was advised that CA worked in partnership with organisations in Lincolnshire, and that partnership working was key going forward, and that more needed to be done across Lincolnshire.  Some of the CAL’s current partnerships included: foodbanks locally and nationally through work with the Trussell Trust; membership of the Lincolnshire County Council Financial Inclusion Partnership; District Councils to distribute Housing Support Fund and support for refugees and asylum seekers.  It was highlighted that the CAL was hoping to work with the NHS, to provide advice in health settings;

·       The value of the service to society.  It was highlighted that it was impossible to set out a financial value on everything, but where the service could it had used a treasury approved model to do this.  The service was also able to separately consider the financial benefits to the people helped and the community;

·       Research and Campaigns.  The Committee noted that some of the campaigns for the year had focussed on Universal Credit, Scams, Pension Credit, access to free legal advice, big energy savings; domestic abuse; and housing; and

·       Reference was also made to a case study; the help provided; and feedback received from clients about the service.  Details of which were shown on page 44 of the report presented.

During consideration of this item, the Committee made some of the following comments:

·       Thanks were extended for the work being carried out by Citizens Advice Lincolnshire;

·       A request was made for a copy of the presentation to be forwarded on to all members of Committee;

·       A suggestion was put forward for the funding to CAL to be increased.  Reassurance was given that the grant provided to CAL was reassessed to ensure that CAL had as much flexibility as possible.  The Committee was also reminded that the item for discussion was to consider and scrutinise the annual report from CAL;

·       Working with social housing providers.  The Committee was advised that CAL worked with social providers, but were not directly funded by them;

·       The transfer of Department of Works and Pensions to a telephone system.  It was noted that there was a specific Universal Credit helpline.  The Committee noted that the lines were free phone lines as long as individuals had access to a telephone;

·       Paragraph 1.12 on page 36 of the report suggested talks with the Council regarding interventions to support council tenants.  The Committee noted that this suggestion was about being able to work with providers in a more preventative way to help people with tenancies getting into arrears etc.  It was noted that some work had been carried out with East Lindsey regarding Council Tax Benefit, which had been successful.  As housing services were provided by District Councils, it was felt that was the route that needed pursuing with regard to these matters;

·       Clarification was given that the £20 a week Universal Credit uplift had been a time limited grant which had come to end;

·       Concern was expressed to the 15,426 (36%) calls made by Lincolnshire residents to AdviceLine that were unable to be answered.  The Committee was advised that as with other organisations, CAL were struggling to recover from the pandemic.  The Committee noted that in the Lindsey and Lincoln areas currently there were 10 front line staff.  It was noted further that this number would have been between 20/30 prior to the pandemic.  The Committee was advised that both volunteers and paid staff needed to be very well trained to deal with a wide range of issues covered by the service, and that it had been difficult to fill the vacant positions following the pandemic. Further concern was raised concerning the lack of volunteers.  The Committee was advised that this was a common problem across the charity sector.  The Committee was advised that promotion was being done with schools, colleges, pre-retirement settings, graduates from Lincoln University and generally through social media.  It was highlighted that training to be a volunteer or a paid members of staff was intensive and that it was difficult to find the right people; 

·       The cost of the translation service.  This figure was not available to members at the meeting, but presenters advised the figure could be made available after the meeting; and

·       Reassurance was given that staff/volunteers had access to wellbeing services.

The Chairman on behalf of the Committee extended his thanks to the presenters.

The Chairman welcomed Glen Garrod, Executive Director of Adults and Community Wellbeing and Martyn Parker, Assistant Director Adult Care and Community Wellbeing to the meeting.

RESOLVED

That the Citizens Advice Annual report be received and that the comments raised by the Committee be considered.