Following a discussion held at a workshop in December 2020, the Chair and Spokespersons of the Partnerships Committee requested an update and presentation from Citizens Advice Wirral. Citizens Advice Wirral was a local charity providing advice, information, advocacy and representation across Wirral. They had provided free, impartial and confidential advice to Wirral residents since 1939 and were formerly known as Wirral Citizens Advice Bureau, were members of the national Citizens Advice charity but were independent from them. They had 160 staff and were funded through a range of contracts and grants. Their services included general advice, specialist debt advice and specialist primary care mental health advice and advocacy. Pension wise, a specialist pension advice service, and a Financial Capability advice service were also delivered at Citizens Advice Wirral by other local Citizens Advice organisations. Citizens Advice Wirral actively worked for change in the policies and practices of organisations that impacted on the lives of clients.

Carol Johnson-Eyre, Chief Executive, and Jeannette Morgan, Deputy Chief Executive, gave a presentation to Members about the organisation and its workload and client base. Highest demand was from ages 30-59 in the most deprived Wards. 61% of clients had a disability or long-term health condition. The main advice was on benefits, debt, housing, employment, relationships, immigration, tax, consumer rights, discrimination, abuse and hate crime.

It also provided services such as gambling support.

Since the lockdown began over 43,000 clients had been supported, with 65% of website users being new. The nation organisation had been contacted by 120,000 Wirral users. The key issues presented were concerning: benefit applications; furloughing entitlement; loss of income; non-Covid safe working environment; relationship breakdown; preventing homelessness; keeping warm; evictions; digital exclusion; mental health; loneliness; and bereavement. Emerging issues included people more excluded by not being digitally linked; people newly applying for benefits; long Covid health conditions affecting employment; housing; and Brexit.

Members asked questions and were told in answer that 80% of calls were answered but the limit was in funding, although the reduction in partner organisations, who may have taken calls, also caused additional calls.

RESOLVED - That the presentation and update by Citizens Advice Wirral be noted.