Campaigning for change

campaigningThe experience of local Citizens Advice gives a unique, fresh insight into the problems faced every day by people living in the UK.

As well giving advice we also use what we see and hear to prevent problems in the first place. The stories clients share with Wiltshire Citizens Advice gives us a unique insight into the problems faced by people in the UK. With over two million clients seen in England and Wales each year it's the kind of evidence that's hard to ignore; it's all too apparent when policies and services cause people problems.

We see it as our responsibility to create a public debate around these issues and to speak up for clients. 

Citizens Advice, locally and nationally, collects evidence of CAB clients' problems and uses this to campaign for changes in national and local policies and services. We have a key role in speaking up for clients, raising issues brought to us, contributing to public debate and informing legislation.

The policy / campaign work of the Citizens Advice service covers a huge range of issues including consumer, debt, housing, benefits, immigration, employment, legal matters and health. We work with policymakers, regulators, MPs, Assembly Members and service providers.


Helping to help more people than the people we see

Everyone is affected by rules and principles which shape the services and benefits we all rely on.  These may include regulations, codes of practice, legislation, guidelines and policies of service providers; they may be national, regional or local. All social policy work undertaken is rooted in the experiences of real people who are adversely affected by these policies; social policy is about campaigning to bring about changes to make the rules (and their implementation) fairer for all.

The Citizens Advice service has built a strong reputation for independent analysis and has worked with government, companies, regulators, trade associations and consumer groups to secure change for those who are adversely affected by unfair policies.

It is recognised that the best way to tackle any problem is to treat the cause, not just the symptoms. This is what social policy aims to do. We cannot see everyone who needs help individually and many people do not access our services, for various reasons. However, we can - and do - reach out and help people beyond our core service users through our social policy work, by bringing about changes that reduce unfairness.

Current campaigns

Fixing Universal Credit 

Working family claiming Universal Credit webWhy Universal Credit matters

By 2022, 7 million families in the UK will be on Universal Credit. Over half of those will be in work.

The aim – to simplify our benefits system – is right. But Universal Credit is already failing many people.

It is forcing people into debt and leaving them without the means to make ends meet.

At Citizens Advice across the country we’re already helping thousands of people who are claiming Universal Credit.

If the problems with Universal Credit aren’t fixed they will escalate. That’s why we’ve been campaigning for the Government to address the issues with Universal Credit before this happens.

If they don’t, 7 million households will face serious financial risk. 


Campaigning to fix problems with Universal Credit

Since Universal Credit was introduced we’ve used our clients’ evidence to help us persuade the Government to make changes that ensure UC works for the people who need it.

Locally and nationally Citizens Advice have been campaigning since July 2017 for the government to pause and fix Universal Credit.

This is because our evidence shows that Universal Credit can leave people unable to pay essential bills and can risk pushing them into debt and hardship whilst they wait for their first payment.

Campaign successes

In November’s Budget, the Government announced a number of changes, including a £1.5 billion package of support for UC. These changes should make a significant difference to the millions of people who will be claiming UC by the time it’s fully implemented. We will continue to keep a close eye on the roll-out of UC and make sure they do.

The changes include:

  • Removing the 7 waiting days
  • Introducing an additional non-repayable financial payment for those moving from Housing Benefit to UC to help people pay their rent.
  • Changes to Advance Payments so claimants can receive 100% of their payment as an advance, and pay it back over 12 months. All claimants should be told they can get an Advance Payment
  • Making the UC helpline free
  • A slowdown in the roll out of full service UC
  • Closure of new claims to the ‘live service’
The Government will be looking again at Universal Support to ensure those who need it are helped to get onto UC and to adapt to the changes involved, and wider changes to UC and the taper rate are under review.

We’ve called for all these changes in recent months and believe they will make a real difference to the people we help.

Recent research

Housing: There's no place like home

Theres no place like homeWhat’s it like trying to make a home in Wiltshire and how does the national housing crisis present itself in our county?
Wiltshire Citizens Advice has been addressing this question over the past two years in a research study based on actual feelings and experiences.

This briefing (available to download below) is not a detailed report on our research, largely because many of the issues identified remain unresolved and therefore our research must be ongoing.  Rather, it constitutes the key messages and recommendations from our findings to date.

This briefing is intended for those who would like greater understanding of people's broad and inclusive housing needs, together with how these work alongside the provision available in Wiltshire.

Our contributors; including clients coping with housing issues, interested members of the public, staff and professionals whose daily work involves advising, representing or helping them; offer both operational and strategic housing insights that should be useful to all working in housing across Wiltshire.

We recognise that our ‘client-eye-view of Wiltshire’s housing’ may be coloured by impending loss of a home or the threat of homelessness, but argue its relevance to any county-wide housing policy. We also interviewed people who had voluntarily walked into our offices from ‘street-level’ to talk to us about what they thought made a successful and sustainable home.

We have archived a more than 30,000 recorded words, in response to +80 different interview questions and a broad range of interviewees also included people working in legal representation, Local Authority, social housing allocation and clients struggling with the threat of eviction, or trying to gain a foothold in the rented sector (both social and private). All Wiltshire Citizens Advice staff have had an opportunity to contribute ideas from their first-hand experience. The rich data collected through our research study will be utilised in taking forward the recommendations contained within this briefing.

The conclusions and recommendations which follow, are a result of this effort. As a strategy to simplify matters, and help eliminate any confusion, the conclusions are divided into the strategic and operational.

quotes 1a

Need housing advice?

Whether you are looking for a place to live, or already renting home, housing issues will always arise and therefore you need to know your rights and responsibilities.
You could also find yourself threatened with eviction if you can't cope with your mortgage payments.



Recent work and campaigns

Esa jelly campaigner smallerMaking Employment and Support Allowance (ESA) #FitforWork

What was the problem?

Ill and disabled people were being let down by Employment and Support Allowance (ESA) – the benefit that is intended to support people while they are too ill for work.  Many people were facing charges for the medical evidence they needed to support their claim, enduring poor customer service and low quality decision making, and then being left without any financial support if they decided to challenge poor decisions made as a result of this flawed process.

What happened?

Now, if an ill or disabled person needs to apply for ESA, changes to the form they fill in and the guidance provided around medical evidence should help them get the supporting information they need – for free. The Department for Work and Pensions and a new assessment provider have committed to further training and support to improve the assessment experience and decision making, so claimants should have a better experience and more decisions should be right first time.

Find out more about our Campaign to Make ESA Fit for Work


Payday loans campaign

What was the problem?

sams story

Payday loan companies were not treating their customers fairly. The payday loan industry was breaking its promise to clean up its behaviour. Citizens Advice called for payday lenders to be properly regulated and to stop irresponsible advertising.
In the last four years the Citizens Advice service saw a ten-fold increase in the number of debt clients with payday loans, while our evidence showed that payday loan companies were not treating their customers fairly - and were even breaking regulations and guidance regarding responsible lending.
Most of the problems we were hearing about related to payday lenders not checking that customers could afford the loan, and pressuring them to ‘roll over’ the loan when they struggled to pay it back on time, as well as the way in which lenders took payments from their customers’ accounts – leaving them with no money for essentials.
We were also concerned about the glossy advertising practices of payday lenders, which were often irresponsible and misleading, masking the reality of debt. Finally, we wanted to make sure people knew about the alternatives and where to go for help.

How we got involved

Wiltshire Citizens Advice took an active part in raising awareness about this campaign and collected clients’ stories of their experience of pay day lenders as evidence. We wrote to the Wiltshire MPs to ask them to attend the High Cost Credit Bill vote in Parliament last July. The Bill would: restrict the advertising of payday loans; restrict the use of the continuous payment authority by payday lenders; and require payday lenders to signpost customers in financial difficulty to sources of free and impartial debt advice. We also asked our supporters to get ‘mad about the ad’ and report irresponsible or misleading payday loan adverts to the Advertising Standards Authority (ASA).
payday lenders smallers
What happened?
From the 1 April 14, the Financial Conduct Authority introduced tough new rules on payday lenders.
Cap on the cost of credit: The Government announced that there will be a cap on the amount of money a loan can cost you by 2015.

Advertising practices under the microscope: Complaints were made about 23 payday loan ads and a number have already been banned.

Funeral Poverty: A plan for managing the impact of funeral costs

Wiltshire Citizens Advice (WCA) has been concerned for several years over the number of people we see who have experienced problems paying for a funeral. These problems often lead to debt and anxiety at a time when people are vulnerable due to bereavement. Funerals pose significant financial risks for anyone, especially people on a basic or low income.funeral report

Funeral costs have been rising by more than inflation, making it all the more difficult to manage money at a time of grief and loss. Dying in the UK now costs over £7,000, on average. With even basic funeral costs now over £3,000, funeral poverty is growing each year (Sun Life, 2012). The full costs may not be realised until it is too late to cut back. In the context of limited financial support available, even for those eligible for state benefits, WCA investigated how good practice might help address the risk factors between a death and a potential debt. This was done by surveying funeral directors in Swindon and Wiltshire and following up the surveys with interviews.

The results were used to develop a 4-point code for good practice to stimulate discussion.  WCA hopes that organisations across Wiltshire and Swindon – and elsewhere – will sign up to this and improve the situation. 

To read our Funeral Poverty report about managing the impact of funeral costs and the 4-point code for good practice please click on the link below and download your copy. 

impact reportSocial Policy Impact Report for Wiltshire Citizens Advice

Our Social Policy Impact Report gives you a flavour of the work going on in Wiltshire Citizens Advice and the impact it has had on our clients and also the wider public.

Wiltshire has a strong history of undertaking social policy work and from this report you will see the breadth of the work that has been carried out throughout the county from 2004 to 2011.

To download a copy of Wiltshire Citizens Advice’s Social Policy Impact Report please click on the link below:



Citizens Advice past campaign successes

Over the years we have campaigned on a range of different issues in order to improve the policies and services that affect our clients. These are just a handful of the campaigns we are most proud of.

Universal credit

What was the problem?

We were concerned that low income families on universal credit were likely to see support for childcare costs decrease from a maximum of 95 per cent to 70 per cent. This would mean that most low waged parents with young children wouldn’t be better off in work.

What happened?

The Government announced it would implement one of our key recommendations to increase the support available for childcare costs from 70 per cent to 85 per cent. More about our universal credit campaign.


What was the problem?

Every year, tens of thousands of people experience unacceptable and sometimes aggressive harassment at the hands of bailiffs. We campaigned for tighter regulation of the bailiff industry and to increase awareness of people's rights regarding bailiffs.

What happened?

Following our campaign the Government published new guidance for local authorities on collecting council tax arrears. This means 1.5 million residents are better protected from aggressive bailiffs and millions more could be once the Government implement mandatory training and certification for all bailiffs in April. More about our bailiffs campaign.

Legal Aid reform

What was the problem?

Reforms to legal aid meant that more and more people could not find help when they needed it most. We were concerned that further reforms would put access to justice for ordinary people at risk.

What happened?

We campaigned to influence two Ministry of Justice consultations on transforming legal aid and judicial review and secured key concessions on a number of important issues. More about our legal aid campaign.

Read more about how our clients and the wider public have benefitted from our sucessful campaigns - campaign successes.

 Campaign for us

NOTE! This site uses cookies and similar technologies.

If you don't change browser settings, you agree to it. Learn more

I understood