Editing Citizens Advice (section)

==History==
===Origins===
[[File:Godalming Citizens Adivce.jpg|thumb|left|250px|Godalming Citizens Advice (pictured) in [[Godalming]], [[Surrey]], is one of 316 Citizens Advice offices in the United Kingdom.<ref name="citizensadvice2"/>]]
The origins of the modern Citizens Advice service can be traced back to the [[Betterton Report on Public Assistance]] from 1924.<ref>Fisher, G. (2009) ''Advice on Everything: A History of the Citizens Advice Bureau in Harrow 1939-2009'', www.citizensadvice.org.uk/harrow_cab_history.pdf</ref> This report recommended that advice centres should be set up to offer members of the public advice to help them with their problems. During the 1930s, as preparations and plans were drawn up for the possibility of war, the role that the voluntary sector should have was determined. The [[National Council for Social Service]] (NCSS) called a meeting in 1938 in which plans to establish "Citizens Aid Bureaux" were devised in the event of war.<ref>{{cite web|url=http://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/who-we-are-and-what-we-do/history-of-the-citizens-advice-service/|title=History of the Citizens Advice service|work=Citizens Advice|access-date=17 November 2019|archive-date=17 November 2019|archive-url=https://web.archive.org/web/20191117211023/https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/who-we-are-and-what-we-do/history-of-the-citizens-advice-service/|url-status=dead}}</ref>
The first 200 bureaux opened on 4 September 1939,<ref name="Harlow CAB">{{cite web |url=http://www.harlowcitizensadvice.org.uk/ms3/history.html |title=Harlow CAB |publisher=Harlowcitizensadvice.org.uk |access-date=2015-11-01 |archive-url=https://web.archive.org/web/20151126050520/http://www.harlowcitizensadvice.org.uk/ms3/history.html |archive-date=26 November 2015 |url-status=dead }}</ref> four days after [[World War II]] started. Many of these initial bureaux were run by "people of standing" in the community. In ''The Story of The Citizens' Advice Bureaux'' Brasnett states that the typical bureau would include "a committee chairman the editor of a respected county paper, as treasurer a local bank manager; and among the members the manager of the employment exchange, an estate agent who was able to lend part of a house for offices".<ref>{{cite web |author=Margaret E. Brasnett |url=http://cab94.tripod.com/orgnisng.htm |title=Organising |publisher=Cab94.tripod.com |access-date=2016-02-23 |archive-date=3 March 2016 |archive-url=https://web.archive.org/web/20160303053101/http://cab94.tripod.com/orgnisng.htm |url-status=dead }}</ref> Brasnett also describes a range of groups running provincial bureau including [[Toc H]], [[Rotary Clubs]] and [[Soroptomist Club]]s.<ref name="tripod1">{{cite web |author=Margaret E. Brasnett for Citizens Advice Bureaux |url=http://cab94.tripod.com/beginngs.htm |title=Citizens Advice Bureaux - Beginnings |publisher=Cab94.tripod.com |access-date=2016-02-23 |archive-date=5 March 2016 |archive-url=https://web.archive.org/web/20160305090323/http://cab94.tripod.com/beginngs.htm |url-status=dead }}</ref> Brasnett states in ''The Story of the Citizens' Advice Bureau'' that these first bureau were mainly offshoots of established organisations in [[London]] and other large provincial cities. These organisations included the [[Charity Organisation Society]] (now the [[Family Action]]) and the [[London Council of Social Service]], the [[Liverpool Personal Service Society]], the [[Glasgow Care Foundation|City of Glasgow Society of Social Service]], the Birmingham Citizens' Society (now the [[Birmingham Council of Social Service]]).<ref name="tripod1"/> By 1942, there were 1,074 bureaux<ref name="Harlow CAB"/> in a wide range of improvised offices such as cafes, church halls, private homes and air-raid shelters. Sheffield set up in the cloisters of Sheffield Cathedral after its premises were bombed during [[World War II]] and another bureau worked in [[Chislehurst Caves]].<ref name="tripod1"/> Mobile offices also became important in ensuring that people could access advice. Many of the issues dealt with during that time were directly related to the war. These included the tracing of missing servicemen or [[prisoners of war]], evacuations, pensions and other allowances.<ref>{{cite web |url=http://cab94.tripod.com/asking.htm |title=The Story of The Citizens' Advice Bureaux - Asking |publisher=Cab94.tripod.com |access-date=2016-02-23 |archive-date=7 January 2016 |archive-url=https://web.archive.org/web/20160107081236/http://cab94.tripod.com/asking.htm |url-status=dead }}</ref> ''[[The Independent]]'' describes Citizens Advice at this time as "clearing houses for family and personal problems that abound from war conditions", with common issues being lost ration books and [[debt]] issues as men went off to fight in [[World War II]].<ref>{{cite web |url=https://www.independent.co.uk/news/uk/home-news/geese-too-loud-lost-false-teeth-we-can-help-celebrating-70-years-of-the-citizens-advice-bureau-9716593.html|title=Citizens Advice Bureau 75 year anniversary: Geese too loud? Lost false|date=7 September 2014|website=independent.co.uk}}</ref>

===Post-war history===
Many war time bureaux closed at the end of the [[Second World War|war]],<ref>Sloviter, D. (1979) ''Let's look at the Citizens Advice Bureaux'', American Bar Association Journal, April 1979, vol. 65, p. 568</ref> although it was apparent that there was still a need for the services that had been established. A particular problem was the chronic housing shortage in the years immediately following the end of the war. In the 1950s, the funding was cut and by 1960 there were only 415 bureaux. The Citizens Advice service continued due to charitable support from groups such as the [[Nuffield Foundation]], [[Carnegie Trust]] and the [[Joseph Rowntree Foundation]].<ref>{{cite web |url=https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/who-we-are-and-what-we-do/history-of-the-citizens-advice-service/ |title=History of the Citizens Advice service |publisher=Citizens Advice |access-date=2015-11-05 |archive-date=18 November 2015 |archive-url=https://web.archive.org/web/20151118040555/https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/who-we-are-and-what-we-do/history-of-the-citizens-advice-service/ |url-status=dead }}</ref> In 1972, The Citizens Advice service became independent. Before then, the national organisation was part of NCSS (National Council of Social Services) and most bureaux were run by the local CVS ([[Council for Voluntary Service]]). In 1973, the government funded NACAB, the National Association of Citizens Advice Bureaux, to enlarge the network. The 1984 afternoon television drama series ''[[Miracles Take Longer]]'' depicted the type of cases that a 1980s branch would have to deal with.<ref>{{cite web |url=https://www.imdb.com/title/tt0420428/|title=Miracles Take Longer|date=25 July 1983|via=www.imdb.com}}</ref> David Harker became CEO in 1997. He led Citizens Advice until 2010 and during that time oversaw a massive IT overhaul.<ref>{{cite web |url=https://www.civilsociety.co.uk/finance.html|title=Finance - Civil Society|website=civilsociety.co.uk}}</ref>

Since 2003, the operating name of the National Association of Citizens Advice Bureaux changed to Citizens Advice and Citizens Advice Cymru or ''Cyngor ar Bopeth''<ref>This literally translates as "Advice on everything"</ref> in Wales.<ref name="citizensadvice5">{{cite web |url=https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/who-we-are-and-what-we-do/history-of-the-citizens-advice-service/ |title=History of the Citizens Advice service |publisher=Citizens Advice |access-date=2015-11-01 |archive-date=18 November 2015 |archive-url=https://web.archive.org/web/20151118040555/https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/who-we-are-and-what-we-do/history-of-the-citizens-advice-service/ |url-status=dead }}</ref> In the same year Citizens Advice became the first advice sector organisation to begin to audit the quality of their advice.<ref name="citizensadvice5"/> In 2008/9, there were 416 member bureaux offering advice from over 3,300 locations in [[England and Wales]]<ref name="citizensadvice6">{{cite web |url=https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/who-we-are-and-what-we-do/introduction-to-the-citizens-advice-service/ |title=Introduction to the Citizens Advice service |publisher=Citizens Advice |access-date=2016-02-23 |archive-url=https://web.archive.org/web/20160307002728/https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/who-we-are-and-what-we-do/introduction-to-the-citizens-advice-service/ |archive-date=2016-03-07 |url-status=dead }}</ref> and a further 22 bureaux in [[Northern Ireland]] all of which are independent charities. Despite the large number of volunteers working for the organisation, level of demand for the service often far outstrips resources. Citizens Advice has recently begun looking at ways to reach all members of the community through new mediums such as email advice and digital TV. Another initiative has been allowing university students to train as advisers to gain credits toward their degree. This was pioneered by a partnership between the [[University of Portsmouth]] and Portsmouth Citizens Advice Bureau and is also now available at [[Birmingham City University]], [[University of Reading]], [[University of Northampton]], [[Glasgow Caledonian University]],  and [[University of Glasgow]]. Training as a Citizens Advice adviser can earn a person up to six months off a training contract if training as a solicitor.<ref>{{cite web |url=http://www.open.ac.uk/law/main/pro-bono |title=Pro bono &#124; The Open University Law School |publisher=Open.ac.uk |date=2015-05-27 |access-date=2015-11-01}}</ref>

===Recent history===
<!-- Deleted image removed: [[File:Southend bureau.jpg|thumb|right|250px|Citizens Advice's old logo used prior to a rebrand in 2015 which resulted in the charity dropping the word 'bureau' from the name of local branches.<ref>{{cite web |author=30 April 2015 by Andy Ricketts, 1 comment |url=http://www.thirdsector.co.uk/citizens-advice-begins-1m-rebrand-drops-bureau-names-local-branches/communications/article/1345312 |title=Citizens Advice begins £1m rebrand and drops 'bureau' from names of local branches |publisher=Third Sector |date=2015-04-30 |access-date=2015-11-25}}</ref> The above image was taken at [[Southend]] Citizens Advice in [[Essex]].]] -->
[[Gillian Guy]] became Chief Executive in 2010<ref name="thirdsector1"/> and under her leadership a modernisation process took place which involved a rebrand of the Citizens Advice service and the introduction of new advice methods including webchat. She was succeeded by [[Clare Moriarty]] in April 2021.<ref>{{cite web |title=Clare Moriarty appointed Citizens Advice Chief Executive |url=https://www.citizensadvice.org.uk/cymraeg/amdanom-ni/about-us1/media/press-releases/clare-moriarty-appointed-citizens-advice-chief-executive/ |website=Citizens Advice |access-date=8 August 2021}}</ref>

At the start of Guy's tenure Citizens Advice faced a budget cut of 9%<ref>{{cite web |author=Randeep Ramesh |url=https://www.theguardian.com/society/2010/aug/11/citizens-advice-new-chief-executive |title=New Citizens Advice chief executive promises fresh direction &#124; Society |work=The Guardian |date=11 August 2010 |access-date=2015-11-25}}</ref> however finances have recently improved with the charity increasing its income from £62m to £77m between 2013 and 2015.<ref name="thirdsector2">{{cite web |author=02 March 2015, Be the First to Comment |url=http://www.thirdsector.co.uk/gillian-guy-citizens-advice-moving-times/management/article/1334855 |title=Gillian Guy of Citizens Advice on moving with the times |publisher=Third Sector |date=2015-03-02 |access-date=2015-11-25}}</ref> This is largely a result of Citizens Advice taking over roles that were previously performed by the [[quango]]s the [[Office of Fair Trading]] and [[Consumer Futures]].<ref name="thirdsector2"/>  During 2012 and 2013 Citizens Advice adopted an Equality Strategy known as 'Stand Up For Equality' which aims to embed an equality agenda in all work Citizens Advice does.<ref name="citizensadvice5"/><ref>{{cite web |url=https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/who-we-are-and-what-we-do/equality-and-the-citizens-advice-service/citizens-advice-service-equality-and-diversity-strategy/ |title=service equality strategy |publisher=Citizens Advice |access-date=2015-11-01 |archive-date=18 November 2015 |archive-url=https://web.archive.org/web/20151118170515/https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/who-we-are-and-what-we-do/equality-and-the-citizens-advice-service/citizens-advice-service-equality-and-diversity-strategy/ |url-status=dead }}</ref> In 2014 Citizens Advice took over the role that [[Victim Support]] played in supporting court witnesses. This contract is worth £24m. This service was renamed the [[Witness Service]].<ref>{{cite web |url=https://www.gov.uk/government/news/24-million-grant-to-support-witnesses-at-court |title=£24 million grant to support witnesses at court - Press releases |publisher=GOV.UK |date=2014-11-15 |access-date=2015-10-31}}</ref> Also in 2014 Citizens Advice took over the role of [[Consumer Futures]] (previously Consumer Focus) which represents consumers of regulated industries (energy and the postal service).<ref name="citizensadvice5"/> In 2015 Citizens Advice began to deliver [[Pension Wise]] guidance.<ref>{{cite web |url=https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/media/press-releases/how-to-make-the-most-of-your-pension-wise-appointment/ |title=How to make the most of your Pension Wise appointment |publisher=Citizens Advice |date=2015-04-02 |access-date=2015-10-31 |archive-date=18 November 2015 |archive-url=https://web.archive.org/web/20151118175245/https://www.citizensadvice.org.uk/about-us/how-citizens-advice-works/media/press-releases/how-to-make-the-most-of-your-pension-wise-appointment/ |url-status=dead }}</ref> In 2015 Citizens Advice adopted a rebrand dropping the 'Bureau' from its name. The rebrand cost £1 million which includes £215,000 for research and development, £450,000 in financial support to implement the changes and £300,000 to cover local costs such as posters and materials.<ref>{{cite web |author=30 April 2015 by Andy Ricketts, 1 comment |url=http://www.thirdsector.co.uk/citizens-advice-begins-1m-rebrand-drops-bureau-names-local-branches/communications/article/1345312 |title=Citizens Advice begins £1m rebrand and drops 'bureau' from names of local branches |publisher=Third Sector |date=2015-04-30 |access-date=2015-10-31}}</ref> The rebrand was criticised by Steve Johnson the Chief Executive Officer of [[AdviceUK]] who described it as "facile".<ref>{{cite web |url=http://www.lag.org.uk/magazine/2015/06/citizens-advice-%C2%A31m-re-brand-slammed-as-%E2%80%98facile%E2%80%99-by-advice-uk.aspx |title=Citizens Advice £1m re-brand slammed as 'facile' by Advice UK |publisher=Lag.org.uk |access-date=2016-02-23 |archive-url=https://web.archive.org/web/20151118043721/http://www.lag.org.uk/magazine/2015/06/citizens-advice-%C2%A31m-re-brand-slammed-as-%E2%80%98facile%E2%80%99-by-advice-uk.aspx |archive-date=2015-11-18 |url-status=dead }}</ref> However, evidence from Citizens Advice focus groups found that while the charity was well known the brand was considered somewhat “tired” or “old fashioned”.<ref name="charitytimes1">{{cite web |url=http://www.charitytimes.com/ct/dec-jan16-gillian-guy.php |title=Keeping up with the times |publisher=Charitytimes.com |date=2014-05-23 |access-date=2016-02-23}}</ref>

In 2019-20, the organisation's revenues were £139.1 million.<ref>{{cite web |title=Annual Report 2019/20 |url=https://www.citizensadvice.org.uk/Global/CitizensAdvice/Governance/Annual%20Report-2019-20.pdf |website=Citizens Advice}}</ref>

In 2015 Citizens Advice piloted a webchat service allowing people to contact Citizens Advice advisers [[online]]<ref>{{cite web |url=http://www.caox.org.uk/newsshow.php?newsid=445 |title=Citizens Advice Oxfordshire :: CAB launches web chat service for clients to discuss problems online |publisher=Caox.org.uk |date=2015-10-22 |access-date=2015-10-31 |archive-url=https://web.archive.org/web/20151119113627/http://www.caox.org.uk/newsshow.php?newsid=445 |archive-date=2015-11-19 |url-status=dead }}</ref> both via online instant messenger service and via e-mail. Data from 2015 showed that 7% of all enquiries to Citizens Advice were through the webchat service<ref name="charitytimes1"/> and 80,000 webchat enquiries were answered.<ref>{{cite web |url=https://twitter.com/mikedixoncab/status/689006875506044928 |title=Mike Dixon on Twitter: ".@CitizensAdvice advisers have now helped 80,000 people through email and webchat this year #CABLive" |publisher=Twitter.com |date=2016-01-18 |access-date=2016-02-23}}</ref>

In 2016 Citizens Advice was featured in a [[British Broadcasting Company|BBC]] documentary called ''[[Battling with Benefits]]''.<ref>{{Cite web|title=BBC One - Battling with Benefits|url=https://www.bbc.co.uk/programmes/b070rym0|url-status=live|access-date=2021-04-27|website=www.bbc.co.uk|archive-url=https://web.archive.org/web/20160211142415/http://www.bbc.co.uk:80/programmes/b070rym0 |archive-date=11 February 2016 }}</ref> It explored the work of Bridgend Citizens Advice in [[Wales]] and their work on issues such as the [[under occupation penalty|bedroom tax]], Job Seekers' Allowance "sanctions" and appeals for [[Employment Support Allowance]] and [[Personal Independence Payment]] in light of the Conservative Government's cuts to the social security system.