Poverty & Inclusion Community & Social Justice
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Citizens Advice

Impact Report 2025 to 2026

In 2025 to 2026 Citizens Advice helped 2.4 million people by phone, email, web chat or in person, and its website had over 20 million visits and 31 million pageviews. People came with an average of 6 issues each. 77% of people helped by local Citizens Advice said the service helped them resolve their problem, and the service saved the public purse around £900 million.

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About

Citizens Advice is the operating name of The National Association of Citizens Advice Bureaux (registered charity 279057). It gives free, confidential and independent advice to help people overcome their problems, and is a voice for clients and consumers on the issues that matter to them. In 2025 to 2026 it provided support in over 2,400 locations covering the whole of England and Wales, with around 19,000 volunteers and 12,000 staff, through a network of independent local Citizens Advice charities. The year also marked the final year of its Witness Service, which helped over 85,500 witnesses in over 240 courts and more than one million people since 2015.

Key Metrics

2.4 million people helped by phone, email, web chat or in person in 2025 to 2026
77% of people helped by local Citizens Advice said the service helped them resolve their problem (sample 52,000)
Over 19,000 volunteers gave their time across the network of local Citizens Advice offices
Around £900 million saved for the public purse (£2.20 in savings to government and public services for every £1 spent)
Over 85,500 witnesses helped in over 240 courts in the final year of the Witness Service

Key Outcomes

  • People resolved their problems: 77% of people helped by local Citizens Advice said the service helped them resolve their problem, and 62% said they felt less stressed, depressed or anxious.
  • Value to society: for every £1 spent the service delivers £2.20 in savings to government and public services, £20.80 in wider economic and social benefits and £9.20 in value to the people helped.
  • Witness Service legacy: after 11 years, the Witness Service closed having supported over one million people since 2015, making the criminal justice system more effective for everyone.

Geography

England and Wales

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