The value of our volunteers

It's volunteer week 2025! It's been over 85 years since a group of ordinary people banded together to help their neighbours with the impact of the Second World War.

The service has evolved significantly to address current issues faced by Wigan residents, yet the commitment of volunteers remains the core of the organisation.

Between April 2024 - March 2025, our volunteers helped over 2,550 clients with a variety of enquiries, ranging from issues with their neighbours, to help getting out of debt. Our volunteers committed 1,515 hours of admin and 8,897 hours of advice time. That's 10,412 hours total, or over 430 full days between our 39 volunteers. 

Our volunteers develop skills here that allow them to gain paid employment. A third of the volunteers who finished their volunteering journey this year, went into paid employment, either directly with us or with other organisations. 

Volunteers at Citizens Advice improve their own skills while contributing to the community. We help people improve confidence and communication skills, and get the experience to be able to join the workforce. Many former workers who volunteer with us gain the benefit of being able to use the skills they already have, to help those who really need it. It really is local people, helping local people.

Chief Officer Lisa Kidston said:

“Volunteering provides fantastic opportunities for people to learn new skills, increase their knowledge and meet new people. 

Our volunteers love making a difference to people's lives and feel a sense of achievement when someone leaves feeling better than when they came to see us. For us, volunteers are essential. 

We couldn't help as many people as we do without them and we are grateful for every hour they can spare.”

Could you volunteer with us? Get in touch today: https://www.cawb.org.uk/volunteering

Celebrating another year of Citizens Advice!

Citizens Advice Wigan Borough has supported the community for over 85 years, and while the issues people need help with have changed, the dedication of its staff and volunteers has remained unwavering throughout. 

In the past 12 months, the charity has helped clients claim £4,594,240 and written off £465,156 of debt. 98% of clients were satisfied or highly satisfied with the service they received.

An adviser at the charity said: “I see the impact that I make on people’s lives everyday. People end phone calls with me, knowing their next step and people I help with forms end up getting the financial support they need,  not to just get by, but to really thrive.”

Managing the cost of living

I’m worried about my debt and rising bills, and I want to know what support is available. Do you have any advice on managing rising costs and what to do if you fall into debt? 

With energy, water and broadband bills on the rise, it’s getting increasingly difficult for many people to cover their expenses. It’s important to know you’re not alone in finding things difficult and that financial support might be available to help ease the burden. 

Checking benefits eligibility 

A significant number of eligible people don’t claim the benefits that are available to them, so it’s important to understand what you’re entitled to. You may be able to claim benefits if, for example, you’re at working age and on a low income, you’re sick or disabled, are of State Pension age with a low income or no income, or if you’re a carer. 

You can check the Citizens Advice website for information on what benefits you might be eligible for.

Reducing outgoings 

If you claim benefits or are on a low income, you may be eligible for a reduction in Council Tax. Discounts can also be given to students, those living with a carer, or people who live alone, to name some examples. If you have children and claim certain benefits, or are on a low income, you may qualify for free school meals, transport to school, or support with the cost of uniform. 

Your local council may be able to help you pay for things like energy and water bills, food or other essential costs. This is called ‘welfare assistance' or the ‘Household Support Fund’. Each council runs its own scheme, so you’ll need to contact your local authority to see what type of support you can get. 

To reduce other expenses, you may be able to switch to a cheaper broadband deal, get a water meter fitted, or access discounted travel options. Find out more about ways to get help, including advice on saving money heating your home, on the Citizens Advice website.

Creating a budget and prioritising bills 

If you’re finding it difficult to stay on top of bills, budgeting tools like the one on the MoneyHelper website can be very useful in helping you understand what money you have coming in and going out each month. If you're behind on bills, you should prioritise paying rent, mortgage payments, Council Tax and energy bills, as these are known as 'priority' debts which have the most serious consequences if missed. 

Once you’ve got priority debts under control, you should look at credit card or store card debts, missed Buy Now Pay Later payments or payday loans. Whatever debt you’re dealing with, it’s important to speak to the person or company you owe money to as early as you can. You could show them a copy of your budget to let them know what your financial situation is and then see if there are any steps you can take to start dealing with your debt. 

Just remember, there’s lots of help out there and you’re not alone. If you feel you need support with this, get in touch with your local Citizens Advice or another organisation like StepChange.

Responding to the Ofgem price cap announcement

Responding to the latest Ofgem price cap announcement, Dame Clare Moriarty, Chief Executive of Citizens Advice, said: 

“We’re helping people every day who simply can’t afford this latest price hike. It comes as our research shows the number of people living in a household in debt to their energy supplier has reached a new high of nearly seven million. 

“We’re particularly concerned about households with children, where over one in three struggle to afford bills, rising to more than half of those on low incomes.

“The government can’t let another winter go by without targeted support for those most in need, and there is a way of paying for this. Our recent analysis found energy network companies made billions in excess profits while households have faced soaring bills, and it’s only right this money be used to help fund better targeted bill support and much-needed debt relief.”

As the winter draws to a close, new Citizens Advice research shows:

>6.7 million people in Great Britain are living in a household in debt to their energy supplier. >Nearly two thirds (64%) in energy debt say they’ve had to ration energy in the last year, including switching off or turning down heating or water as a result of their debt. That’s equal to 4.45 million people.

>Three in ten (30%) households said they find it difficult to afford their energy bills, equal to over 8.3 million households or nearly 20 million people.

Energy network company profits:

>Citizens Advice has found energy network companies, which provide pipes and cables to people’s homes, have pocketed nearly £4 billion in excess profits over the last four years.

>The charity wants network companies to use the money to support those struggling with rising costs, by funding targeted energy bill support and debt write-off schemes.

Could you get a Council Tax reduction?

I’ve recently found myself living alone after the breakdown of my relationship. My council tax bill is due soon, and I’m worried I won’t be able to afford to pay it on my own. I’m already struggling to cover the cost of my other bills. What can I do? 

You’re not alone in worrying about struggling to pay your bills. It’s a difficult time for people who are battling rising costs for food and essentials - as well as seeing their bills creep up. 

Fortunately, there are options available to people struggling to pay their council tax, but you’ll need to find out if you’re eligible first. You might be entitled to pay less, or not at all, depending on your circumstances, because councils offer discounts and other reductions. 

Firstly, because you’re the only adult living in your home, your council tax bill can be reduced by a quarter. For example, if your bill is £1,000 for the year, you’ll only have to pay £750 now that you live on your own. You’ll need to tell your council someone has moved out of your home and the date that they left. You’re entitled to the discount from when they moved out - even if it was a while ago. 

When the council works out how many people live in a property, there are certain people that don’t count - they’re called ‘disregarded people’. This includes under-18s, full-time students, long-term hospital patients, people with severe mental impairments, and many more. You can check our website for more information on disregarded people. 

In some situations, everyone living in a home is disregarded. If this is the case, the council tax bill will be reduced by half. If everyone in a home is a student or severely mentally impaired, there’ll be no council tax to pay. 

If you live with an adult who isn’t disregarded, but who is on a low income or receives certain benefits, you might be able to get a discount called a ‘second adult rebate’. You can find out more about getting a second adult rebate on our website. 

If you or someone you live with is disabled, this can also affect your council tax banding. If your home has been adapted, you can ask to be placed down one band. For example, if you’re living in a band C property that has been adapted for a disabled resident, you should only be charged council tax for a band B property. 

There’s also something called Council Tax Reduction, which is designed for people on low incomes. Your council will ask for details about your income and circumstances, to check if you’re eligible. If you are, they’ll reduce the amount of council tax you have to pay. When it comes to Council Tax Reductions, different rules apply depending on whether you’ve reached State Pension age. You can check your State Pension age on GOV.UK. 

And lastly, if you’re struggling to pay for essentials, your council can reduce your bill further, or cancel it altogether, under what’s known as a ‘discretionary reduction’. This usually only happens if you can provide evidence that you’re suffering severe hardship and can’t afford to pay council tax. If you’re in this situation, ask your council for help. 

If you’re not given a discretionary reduction, you might be able to appeal to a valuation tribunal. If the tribunal agrees with you, they can order your council to reduce or even cancel your council tax bill. You can find out more about how to appeal here. 

Whatever circumstances you’re in, if you’re struggling with your council tax payments, it’s important to let your council know. Citizens Advice is also here to help you find a way forward, should you need our support.