Record numbers of people turned to Citizens Advice Northumberland for support in 2024-2025, with over 40,000 local residents seeking help for 162,000 issues ranging from debt and welfare benefits to energy problems, cost-of-living pressures and crisis support.
The organisation launched its 2024-2025 Impact at its Annual General Meeting on Monday 01 December at Newbiggin Community Hub. The event was attended by volunteers, staff, partners and stakeholders, and featured remarks from Sir Paul Ennals CBE, Joint Chair of the Northumberland, Newcastle and Gateshead Healthcare Trust as part of the Great North Healthcare Alliance, along with Lucy Ballantyne, Chair of Citizens Advice Northumberland, and Abi Conway, Chief Executive.
Huge impact for local communities
The scale of support provided during the year had a profound financial impact:
- £17 million in direct income gains for residents
- Over £8 million of debt written off or rescheduled
- More than 20,000 people helped with debt issues
- Over 10,000 supported with welfare benefits
- Nearly 3,000 people assisted with energy and fuel-poverty challenges
These figures include national work delivered through a debt-advice programme led by Citizens Advice Northumberland.
“Demand continues to rise and so does our impact”
Chief Executive Abi Conway reflected on a year of growing need:
“The consistent rise in numbers of people needing Citizens Advice Northumberland and in this year particularly is significant. Whilst demand continues to rise, we have increased our capacity to meet that demand and the resulting impact of our quality-assured advice has doubled in the last three years.”
She highlighted the importance of targeted support within health settings, including pilot advice services in GP practices during 2024. From April 2026, Citizens Advice Northumberland will be embedded within Wansbeck General Hospital and Northumbria Primary Care practices, commissioned by Northumbria Healthcare.
New Bright Charity Welfare Advice contract announced
During his keynote address, Sir Paul Ennals CBE announced that Citizens Advice Northumberland had been awarded the Bright Charity Welfare Advice service, covering Wansbeck Hospital and surrounding GP practices.
“I’m delighted that this contract has been won by such a high-quality, results-driven, locally embedded organisation,” he said. “Citizens Advice Northumberland is a key strategic and delivery partner of the NHS. Together we are working to prevent ill-health and turn lives around.”
Exceptional value for money
With 137 staff and 75 volunteers, the organisation delivered substantial social value:
- Volunteers contributed 21,361 hours of time
- This generated £553,108 in social value for the community
- For every £1 invested, Citizens Advice Northumberland generated £22.06 in value
The report also highlights the wide range of issues the team supports people with including welfare benefits, housing, employment, fuel poverty, family matters, health, immigration, consumer issues and discrimination.
You can explore our full Impact Presentation and Impact Infographic here:
