About us
We can all face problems that seem complicated and intimidating. At Citizens Advice Plymouth, we believe that no one should have to face these problems without good quality, independent advice.
Citizens Advice Plymouth is a resilient, creative and independent charity. It is part of the Citizens Advice national network of over 250 organisations that delivers advice and information across England and Wales.
Our main purpose is to deliver quality advice and information. We engage with clients through a range of routes including email, webchat, telephone and face-to-face contact.
Citizens Advice Plymouth continuously strives to improve the quality of our advice. We ensure compliance with national standards, and support staff to develop, learn and improve by developing training, encouraging continuous professional development and building a culture where support and learning are embedded.
We value diversity, promote equality and challenge discrimination wherever we see it.
Our Aims
To provide the advice people need to solve the problems they face.
To improve the policies and practices that affect people’s lives.
Principles
The service provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities.
Our Vision
To be a positive and empowering organisation, that works in local and regional communities, supporting clients to make informed choices and better their lives.
Who We Are
Our staff, volunteers and Trustees all operate within the values of Citizens Advice and the culture that everyone is part of creating. Our behaviour framework and Equality Diversity and Inclusion (EDI) strategy is fully integrated into everything we do. This reflects how we support clients and the communities they live in. It also reflects how we work with our funders and stakeholders.
Our Values
Responsible: We’re informed and honest
Generous: We’re compassionate and collaborative
Inventive: We’re problem-solving and forward-thinking
Equality Diversity and Inclusion
At Citizens Advice Plymouth we pride ourselves in upholding our aims, principles and values as expressed in our Strategic Plan. Equality, diversity and inclusion is written into our DNA; but we need to do more and as we aspire to go beyond our legal compliance under the Equality Act, we recognise that we will always be working hard, striving for excellence within our delivery plans. Through our EDI strategy, we will embed a culture of inclusion that incorporates all aspects of our activity and business.
Our Advice Includes:
Benefits
Consumer problems
Debt and Money
Employment
Family
Health
Housing
Immigration
Law and Courts
Our Impact
52,291
Unique clients helped by our services
429,853
The number of issues we helped people with
63%
Of our clients were assisted with debt issues
£60.8M
Over £6.8M gained for our clients through benefit checks, reimbursements, debt write-off and help to access charitable funds
£8M
Over £8M debt written off for our clients
More people from Plymouth used our services in 2023/24:
6,669
Plymouth residents who contacted us for help
28%
Increase in the number of Plymouth residents contacting us for help
1,887
Applied for help from the Household Support Fund via our website
£4.9M
Over £4.9M income gain for people living in Plymouth
£1M
Over £1M debt written off for people living in Plymouth
Annual Citizens Advice Awards achievements
Citizens Advice Plymouth has received a special mention in the Championing equity, diversity and inclusion category in the 2024 annual conference awards.
This means that the judging panel, made up predominantly of peers across local Citizens Advice, along with subject experts from national Citizens Advice, an external representative from the Money Advice Trust and a national Trustee, decided that we deserved a special mention in this category for being exceptionally close to winning.
Our brilliant Volunteer team were also shortlisted for Volunteer Team of the Year.