Citizens Advice consumer advice and advocacy annual report 2023-24

Citizens Advice consumer advice and advocacy annual report 2023-24 3.7 MB

Citizens Advice’s services have never been needed more. Inflation and energy bills are beginning to fall but record numbers of people are still coming to us for help. While the government has removed many of its temporary support schemes, the long term impacts of the cost of living crisis continue to devastate household finances.

People across the country are struggling to make ends meet, with many forced to take on debt when their monthly income is unable to cover essential costs. Energy debt and housing costs are the main drivers of these “negative budgets” but our advocacy work has also highlighted the impact of mis-selling and overcharging in consumer markets.

We can see the scale of the challenge that faces the next government. At Citizens Advice, we’re rising to that challenge by adapting the way we carry out our advocacy to make sure it meets people’s needs. 

This year we developed a National Red Index which uses our unique data insights to paint a picture of the nation’s finances. We’ve also committed to moving closer to our front line services. By building deeper connections between advice and advocacy we can better understand the issues people are facing and benefit from the experience of our expert advisors. 

Over the last year we’ve had a real impact on people’s lives, whether by tackling affordability in the energy market or challenging unfair pricing in consumer markets. This is testament to all the staff involved in consumer advice and advocacy at Citizens Advice. As the people’s champion, we will continue to advocate for those who need our services the most.

Dame Clare Moriarty

Chief Executive Officer, Citizens Advice