Advice column

• Navigating your first steps into the world of work
• What to do if you have beenhaving problems with traders
• What to do if you've been made redundant recently and are finding it hard to keep up with your bills
• What to do if you suspect something you have bought is conterfeit
• How to prepare for power cuts due to stormy weather
• Understanding what a lasting power of attorney (LPA) is and how to set one up
• How to use a food bank
• What to do if you're struggling to pay your energy bills
• How to get a refund when an event gets cancelled
• How to understand what all the different sections of your payslip refer to and what each means for you
• How to spot parcel delivery scams
• What to know and do when looking for a new home to rent privately
• How to manage rising costs and what to do if you fall into debt
• How to check if you're entitled to any reduction on your council tax bill
• How to keep track of your spending better

 September 2026

I finished school in the summer and since then I’ve applied for countless jobs, but I’m not having any luck - most companies don’t even bother getting back to me. It’s really getting me down - what can I do to be more successful?

Navigating your first steps into the world of work can be really daunting. If you’re struggling to find a job, you’re not alone. Nearly one million young people aged 16 to 24 in the UK are not in education, employment or training. Clearly, there are some big structural and economic issues that are making it hard for young people to find work, but there are still things you can do.

When you’re applying for a job, it’s vital to do your homework. Make sure you’ve done your research about both the role and the employer, and adjust your CV to fit the position you’re applying for. Employers will usually want to know why you’re interested in working for them specifically, so take some time to look into who they are and their values as an organisation. Then discuss how they align with what you’re looking for in a role in your application.

Be cautious about using AI. When you’re feeling the pressure to get out as many applications as possible, it can be tempting to turn to AI to help you write your CV, cover letter or application form. But employers can usually tell when you’ve used AI, and some may use AI detection tools when screening your application. It might put them off wanting to progress your application, so it’s best to always use your own words.

If you’re worried about your lack of experience, one way to make your CV stand out from the crowd is to try volunteering. Not only will you gain vital skills and work experience but also make a positive difference to people’s lives. For example, volunteering in your local Citizens Advice service can give you office experience and customer service skills - you can find out more about opportunities in your area on our website/you can find out more about volunteering at Citizens Advice [name] on our website. [insert link/delete as applicable]

If you’re struggling financially, you should check what benefits you’re able to get. If you’re over 18 (or in some cases 16 or 17), not in education or training, and you have less than £16,000 in savings or other investments, you may be eligible for Universal Credit. You might also be able to get 'new style' Jobseeker’s Allowance for up to six months while you look for a job.You can check what benefits you can get on the Citizens Advice website.

And lastly, job hunting can take a real toll on your mental wellbeing. Endless applications, back-to-back rejections or  - worse - being ghosted entirely can all chip away at your self-esteem and affect your mental health. If you’re finding it tough, there’s help and support available. You can reach out to organisations like StudentMinds, try YoungMinds or get in touch with Mind - you don’t have to face it alone.

Summer 2026

I hired a company to install concrete fencing and a gate in my back garden. The quality of the work is poor, some wooden panels are loose and the gate doesn’t shut properly. I paid before I inspected the work. What can I do?

When you put your trust in a trader and they don’t meet your expectations it can be really frustrating.

When there’s a problem caused by a trader, you should be able to get it fixed or get some money back. Evidence is important - take photos and make notes about what happened and when, including times and dates, and keep hold of receipts or other proof of payment.

People can experience different types of problems with traders, and there’s specific advice available on our website depending on what the issue is. In your situation, it’s important to note if a trader hasn’t done a good job with ‘reasonable care and skill’, the Consumer Rights Act 2015 entitles you to ask for the problem to be fixed or for a refund.

This is something you can mention when you take the problem up with the trader and cite your evidence. They should fix the problem within a reasonable amount of time, without causing you too much inconvenience. The law doesn’t say what counts as reasonable, so you’ll have to agree on it with them.

If they can’t or won’t fix the problem, you can ask for a partial or full refund, depending on how bad the problem is. You’ll have to come to an agreement about how much you should get. It’s a good idea to start by suggesting a figure and explaining why you think it’s reasonable, then take it from there. Once you’ve agreed on the amount with the trader the law says you should get your refund within 14 days.

If you can’t come to an agreement, or they refuse to fix the problem or give you a refund, there are other steps you can take - including complaining to your card provider if you paid by card.

You can check if the trader is a member of a trade association or quality scheme. If they are, they might have to follow certain rules, and if they’ve broken them you could get help to take your complaint further. They might be part of an alternative dispute resolution (ADR) scheme - a way of solving disagreements with a trader without going to court - or they might agree to use one.

If the trader isn’t part of an ADR scheme, and you’ve already complained to your card provider and the complaint isn't resolved, you may be able to complain to the Financial Ombudsman Service.

Anyone who is experiencing a problem with building work, decorating or home improvements can contact the Citizens Advice Consumer Service for advice and support from a trained adviser. The helpline number is 0808 223 1133.

For advice on any other issues here's how to contact us in Wiltshire.

March 2026

"I’ve found myself in a really difficult financial situation and I don’t know where to turn. I was made redundant recently and now I'm finding it hard to keep up with my bills and am getting into debt - what can I do?"

Money problems can feel overwhelming, but the most important thing to remember is that you don’t have to face this alone. We know that times are incredibly tough for lots of people right now, and Citizens Advice is here to help you find a way forward.

Make sure you’ve been paid everything you’re entitled to by your former employer. You can check what your rights are on the Citizens Advice website.

If you’re finding it difficult to stay on top of bills, free budgeting tools like the one on the MoneyHelper website can help you understand what money you have coming in and going out each month, and where you might be able to cut costs.

Before you start, try to find your most recent bank statements, payslips, debit and credit card statements or bills, and receipts for things you usually pay for in cash. Make sure you include all your expenses, for example money you spend on your partner or family.

If your budget just doesn’t add up and you need help to afford essentials like bills and food, you can find out how to get help with your bills as well as what cost of living support is available on the Citizens Advice website. 

Please don’t ignore bills or letters about money that you owe. You should collect and organise all debt-related documents to create a comprehensive list of all your debts. It might feel overwhelming when you see everything written down - but try not to worry, the important thing is that you're taking action to sort things out.

If you’re behind on household bills, prioritise paying your rent or mortgage, plus energy bills and Council Tax first. Not paying these bills has the most serious consequences. Take a look at the Citizens Advice website for more information about what bills to prioritise and how to manage debts. You can then speak to the organisations you owe money to – they might let you pay smaller amounts or take a break from payments.

For other types of debt like credit cards or loans, gather all the information on what you owe, create a budget, and contact your creditors to set up an affordable repayment plan. This might seem scary, but it’s an important first step.

Lots of people miss out on benefits they’re entitled to, so it’s worth checking what you can get on the Citizens Advice website. Claiming benefits might also let you get access to other financial help like cost of living payments and discounts on energy and transport.

Whatever your situation, you don’t have to face this alone - get in touch with a free support service like us at Citizens Advice. Our advisers can help to check if you’re eligible for any benefits or financial support, and explore all the options for dealing with your debts.

January 2026

"I'm worried about losing power due to stormy weather. I keep imagining being stuck in the cold, struggling to feed the kids, with no way of contacting people. What should I do if this happens, and is there anything I can do to prepare?"

Power cuts can be unexpected and worrying, especially if your power doesn’t come back on quickly. So it’s good to know who to report an outage to and what you can do to prepare.

If you lose electricity due to stormy weather, or another unexpected cause, your electricity  network operator is responsible for fixing it. They provide the wires to your home, and they’re different from your electricity supplier, which is the company that sends your bills. To report an outage, call 105 - a free line that puts you through to your electricity network operator.  

In most cases, it’s your electricity that will go off in a storm, but it can seem like your gas is disrupted because you usually need electricity to start up a gas boiler. Gas pipes tend to be underground, safe from storm damage, unlike pylons and overhead cables. That said, if you smell gas or your carbon monoxide detector is beeping, turn off the boiler, go outside, and call the National Gas Emergency Service on 0800 111 999. 

If you’re on a heat network, also known as district heating, your supplier should contact you or your landlord about an outage. Citizens Advice can provide specialist heat network advice if you’re without power and haven’t heard from anyone.

You might be entitled to compensation if a power cut isn’t fixed within 24 hours, so check the charity’s website to see how much you could get. It’s also worth noting that some power cuts are planned, and you should be told in advance if there’s going to be one in your area.

After an unexpected outage, your power might not come back on straight away. So, here’s a checklist of things you can do to prepare for the worst:

• Check you’ll be able to keep warm. There’s a high chance you won’t have any central heating without power, so make sure you have access to blankets and extra layers. If you’d feel safer, you might want to plan to stay with friends or family, or check if your local council has any public places you could use to stay warm.
• Check you’ll have a way to contact people. It’s important to stay in touch with people during a power cut, if you can. Charge all devices like mobile phones and tablets using battery power banks, and if you don’t have anything like this, write down important phone numbers and keep them safe - an analogue phone line might still work during a power cut.
• Have food at home which you can easily eat. Ideally, stock food with a long use-by date, like tinned fish, beans and soups. If you’re not able to boil water to make baby formula, you should use pre-mixed formula. 
• Check if you can sign up to the Priority Services Register (PSR). This can give you extra support during a power cut, like regular updates and a special number to ring if you need extra support. You might be able to sign up if you’re disabled, pregnant or have young children. See the full list of eligibility criteria and how to sign up on the PSR website.

For more information and advice about power cuts, visit the Citizens Advice website.

December 2025

"A friend has suddenly fallen ill, which has made me think about getting my affairs in order. I’ve heard of setting up a lasting power of attorney, but I don’t really know where to begin, or if I really need to, as I’m not very old."

The first thing to know is that anyone can make a lasting power of attorney; it's not something purely for older people to consider. 

Appointing a lasting power of attorney (LPA) means nominating someone such as a trusted friend or relative to act on your behalf and manage your finances, care or medical treatment, if you ever lose mental capacity. This could be because you're diagnosed with a health condition that prevents you from doing so, or something happens to you, such as an accident. 

The kinds of illness which might prevent you from making decisions for yourself include: dementia, mental health problems, a brain injury, alcohol or drug misuse or the side-effects of medical treatment. Setting up an LPA doesn’t mean you’re expecting anything to happen, it’s something you might want to do in case something happens in the future. 

There are two types of LPA, property and financial affairs and health and welfare. You don't have to make both types at the same time but you must make an LPA while you are still capable of making decisions for yourself. This is called having mental capacity. Both types must be registered before they can be used and you should choose who manages your affairs for you, if you’re no longer able to, very carefully.

A property and financial affairs LPA gives someone the authority to deal with and make decisions about things like buying or selling property, bank, building society and other financial accounts, welfare benefits and debts. You can give someone power of attorney to deal with all of those affairs, or only certain things. If you want to make an LPA which only deals with certain matters, you should make sure that it’s drawn up very carefully.

A health and welfare LPA gives someone the authority to deal with and make decisions about things like where you live, your day-to-day care, and your healthcare treatment - either for all aspects of your personal welfare, or only certain things. It's not possible to use a health and welfare LPA until the person who made it has lost their mental capacity. 

There are two ways you can make an LPA - either online at gov.uk or by downloading the forms from gov.uk. There is one form for property and affairs and one for health and welfare. If you want someone to look after both aspects, you’ll need two separate LPAs.

Once completed, you’ll need to register the LPA by sending the forms to the Office of the Public Guardian. If you need to pay a registration fee, you'll need to send that too.

If the form has been correctly completed and there are no objections after people have been notified, the Public Guardian must register it. This can take around 20 weeks. 

The Public Guardian must notify you and your attorneys that they have registered the LPA, and it can then be used. You can find lots of information on LPAs and other shorter term power of attorneys by visiting the Citizens Advice website.

November 2025

I'm stressed about being able to afford food for my family as the colder months set in. We will be spending more on heating, and we’re barely making it through as it is. Can I use a food bank if I need to?

It’s understandable to be worried about affording food when you’re in a tough spot financially - especially with the cost of your bills rising. You’re not alone, as Citizens Advice helps lots of people in this position.

Food banks are community organisations that can help if you can’t afford food, or if you need emergency food, but you’ll usually need a referral before you can use one. You can get a referral for yourself and any family members you live with, including your partner.

At Citizens Advice Wiltshire we can refer you to a food bank. We'll usually make an appointment for you to discuss your situation with an adviser, who will ask you some questions to check you’re eligible. If you are, they’ll give you a voucher for your nearest food bank.

Citizens Advice Wiltshire can also check if you should be getting any benefits you're not currently claiming, assist with budgeting, and tell you about other local help you could get.

You can also ask for a referral from another organisation, for example your GP, local council, housing association or social worker. When an organisation refers you to a food bank, they’ll give you a voucher and tell you where the food bank is - be sure to check if the voucher is only valid on a specific day.

When you visit the food bank, let them know if you have any allergies or dietary requirements - they should be able to help you. You’ll get a food parcel, and it will usually contain enough food for three days, and you might also be able to get essential toiletries, like toothpaste or deodorant.

If you live in a rural area and can’t afford to travel, or you’re sick or disabled and can’t travel, the food bank might be able to deliver your food parcel - you can contact them to ask.

If the food bank is run by a church or other religious group, they'll still help you if you're not religious or from a different religion.

You’ll need another referral if you need to use the food bank again. Some have a limit on the number of times you can visit, but it's still worth asking. If you're in this situation, talk to an adviser at Citizens Advice Wiltshire.

The adviser will ask you some questions about your ongoing needs. They'll refer you to the food bank if they agree it's the best way to help you - and even if they can't refer you again, they'll give you advice on debt and benefits, if you need it.

You might be able to use some food banks without a referral, for example, if it’s run by a church or community group. The easiest way to find out if you need a referral is to contact your local food bank.

Here's how you can contact Citizens Advice Wiltshire:

To speak to an adviser call us on freephone 0808 278 7995 

Or contact us directly for advice by email

October 2025

After last winter, I’m really worried about falling behind on my energy bills again as we head into the colder months. We’re careful about what we use but with small kids it’s hard. What can I do if I’m struggling to keep up with payments?

It's understandable to feel anxious about energy bills at this time of year. If you’re struggling to afford your bills, it's important to act quickly; support is available and there are things you can do to ensure you’re not overpaying.

The first thing is to contact your energy supplier - they’re responsible for helping you come to a solution, like setting up an affordable repayment plan if you’ve fallen behind. 

Energy bills can go up and down for many reasons, and if you think your bills don’t look right, you should check to see if they’re based on accurate readings. You might be getting estimated bills if your smart meter has stopped automatically sending readings, or if you have a non-smart meter and haven’t sent a reading for a while. 

If you see the word “estimated” or the letter “E” next to the readings on your latest bill, that means it’s estimated. If this is the case, submit an up-to-date reading to get an accurate bill. A working smart meter does this for you, so if you have one and suspect it’s not automatically sending readings, or if you’d like to get one installed, then speak to your supplier.

To help make your home easier and cheaper to heat, you might be able to apply for support with the cost of energy efficiency upgrades like insulation, a new boiler or a heat pump. Schemes like the Energy Company Obligation (ECO) scheme or Great British Insulation Scheme (GBIS) are run by energy suppliers and local councils.

You may also be able to find grants run by your local council to help you pay your energy bills. These are usually for emergency situations, like if you’ve lost your job and can’t afford to top up your meter. You’ll need to search for these on your local council’s website, which you can find on GOV.UK.

If you’re behind on your bills, you might be able to get a grant to help you pay off your debt. You’ll need to get debt advice before applying and can do this through organisations like Citizens Advice. You can also check which grants are available on our website.  

If you need extra non-financial help - for example, because you’re disabled or of state pension age - you can apply for support from your supplier through the Priority Services Register (PSR). Being on the register means your supplier can take readings for you if you struggle with this and there’s no one else who can do it for you, and ensures your bills are in a format you can understand. See the full list of eligibility criteria and how to sign up on the PSR website. 

Remember, you don't have to face this alone. If you're struggling to afford your energy bills, visit the Citizens Advice website: https://www.citizensadvice.org.uk/consumer/energy/energy-supply/get-help-paying-your-bills/grants-and-benefits-to-help-you-pay-your-energy-bills/.
You can also find information about local support at: https://www.citizensadvicewiltshire.org.uk/news1/93-what-can-i-do-to-save-money-on-my-energy-bills

September 2025

I’m starting to book tickets for Christmas events, but I’ve seen lots of stories in the news about people being left out of pocket if these are cancelled at the last minute, which is making me nervous. How can I get a refund if this happens to me?

Keep an eye on the organiser’s website and social media profiles for all the latest updates. You won’t be entitled to a refund if you change your mind about going or realise you can’t go anymore - but if an event is cancelled, your refund rights will depend on how you bought the ticket.

If you bought your ticket from an official seller and the organiser cancels, moves, or reschedules the event, you should get a refund. The official seller is the best point of contact to ask about how to get your money back.

If you’re having no luck getting a refund, check to see if the seller is a member of the Society of Ticket Agents and Retailers (STAR). If they are, you can use STAR’s complaints procedure. STAR members should receive a refund at face value if the event is cancelled and the organiser has agreed to refunds.

You’ll probably only get the face value of the ticket back - the amount printed on it. Some sellers might refund postage if, for example, the event is cancelled before the tickets are sent. If you had to pay any booking or card fees, you might not get those back.

If the official seller isn’t a member of STAR, check how you can solve an ongoing consumer problem with a business seller. You may also be able to get your money back another way, such as through your credit card company.

If you bought your ticket from a ticket-reselling website, refunds will depend on the site's terms and conditions.

If you bought from a private seller and the event is cancelled or rescheduled, then it is unlikely you will be able to recover your money. We still recommend you contact the seller.

Be aware of scams. Unfortunately, we’ve found that in these situations scammers can prey on those who are affected.

If your event is cancelled and people or companies get in touch to offer their services to try to recover money on your behalf, be alert and make sure that you're looking out for the signs of a potential scam.

For more information on getting a refund, take a look at the Citizens Advice website.

August 2025

"I’ve just returned to work after a long time out of the workforce and I’m slightly embarrassed to say I don’t understand what all the different sections of my payslip refer to. How do I know what each means?"

Payslips contain lots of information which can be overwhelming at first but are important to understand. All employers are required to give employees a payslip showing your pay and deductions. This might be provided on paper or via an online platform. It’s a good idea to keep your payslips for up to six years if possible as you can be asked for them for various things.

Your payslip must contain specific information you can read about this on the ACAS website.  It should include your employer's details along with your name and payroll or employee number.

You’ll also see lots of different numbers and codes. The payment date is when your pay will normally arrive in your bank account, it can be monthly or weekly and fall on any day of the month. Your payslip might also show a tax period (the tax year starts in April and ends in March). The number here corresponds to the period in which you’re being taxed, eg. if you’re paid monthly, 01 will represent the tax period in April, while 12 would mean March.

Your National Insurance (NI) number refers to your unique number and you need one to work in the UK.  It’s used to make sure all your NI contributions are recorded so you can get any state benefits you’re entitled to, including state pension later in life.

Next is your tax code. This is decided by HM Revenue and Customs (HMRC) and is made up of several numbers and a letter. The numbers refer to how much tax-free income you get, while the letters mean different things depending on your circumstances. You can find out what they mean on the government website.

When you start a new job it’s important to provide your employer all the information they need to make sure your tax code is correct and to prevent you being put on an  ‘emergency’ code that ends with a W1, M1 or X and could see you initially paying more tax.

Your payslip will also show your total ‘gross’ pay and deductions. ‘Gross’ pay means how much you’ve earned before anything is deducted. It will usually itemise your ‘basic’ pay and then any additional allowances, such as travel allowance. If you are paid by the hour, your payslip must show your hourly rate and how many hours you worked.  If you are an ‘irregular hours worker’ your employer may have opted to include holiday pay with your normal pay - if so, this should be itemised separately.  

Deductions are amounts taken from your gross pay, such as income tax, national insurance, pension or student loan payments. Income tax is used to fund public services, the amount deducted will vary depending on your earnings. You can look up the different rates on the government website.  The rates for NI payments can also be found online.

Most payslips will add up all the deductions from your pay into a single amount to make it easier for you to see how much is taken from your pay each month. Your net pay is the amount of money you will receive after all the deductions have been made.

Lastly, taxable pay is the amount of your salary, to date in the current tax year, that has been subjected to tax. This will usually appear next to your net pay figure. Anything you think might be wrong should be raised, first, with your employer.

July 2025

"I got a text asking me to click on a link to reschedule a parcel delivery I’d missed. I was waiting for a parcel from Royal Mail at the time, so I clicked on the link and was asked to make a payment. Luckily, my daughter told me the text is a scam and to ignore it, but I almost gave away my personal details. How can I spot the signs of this type of scam myself in the future?"

Parcel delivery scams are becoming increasingly common. Ones involving texts and emails are known as phishing scams, and aim to trick you into giving away your personal information and financial details, so your bank account and money can be accessed.

One way scammers do this is by enticing people to click on links, which can lead to fake websites, in the hope that this information will be entered.

While scammers can pretend to be from any parcel delivery company, many of them choose Royal Mail because it’s the largest delivery company in the UK. This means the chances of scammers contacting someone who receives parcels from Royal Mail, is higher.

These scams can be in the form of a text, like yours was, or an email or phone call. There are also reports of fake ‘Something for You’ cards, which Royal Mail leave when a delivery is attempted, but no-one is home.

Here are some tips on how you can stay vigilant and spot the signs of a parcel delivery scam, and other scam messages:

• If you’re waiting for a parcel, and get a message that asks you to pay to get it, or reschedule the delivery, it’s usually a scam.
• Don’t click any links or attachments in the text or email. Delivery companies won’t ask you to pay them through a link in an email or text.
• Parcel delivery scammers often pretend to be from an organisation like Royal Mail, and can try to make you click on a fake version of the company’s genuine website, which asks for personal information or login details - these can appear real.
• To check if a link is genuine, hover your mouse over the link without clicking on it, or press and hold on the link on a mobile device. You should be able to see the address the link goes to, and check it’s the same as the company’s official website address.
• Make sure you check the address carefully - fake link addresses can look similar to the genuine address.
• Other signs of a message that is a scam include bad spelling and grammar, and when it starts with a general greeting instead of your name. But, scam messages can sometimes be sophisticated - so don’t rely on obvious mistakes only.
• If you get an email, check if the email address matches the sender’s name or organisation - you might have to click on their name to see the email address.
• If there’s something you’re unsure about, don’t feel pressured to act. You can find the official details for the company the person who has contacted you says they’re from, and ask the company if they’ve contacted you.

Royal Mail has a helpful page on its website of examples of delivery scams, including text messages and emails people have received.

You can check if you think something you’ve seen online, or in a text or email you’ve received, might be a scam, using an online tool on the Citizens Advice website. If you have been scammed, you can report it on the Citizens Advice website, and check what else you need to do - including protecting yourself from further risks.

Being targeted by a scammer or falling victim to a scam can make people feel anxious or embarrassed, but it’s important to remember scammers are clever and scams can happen to anyone. Reporting them helps track down and stop scammers, and prevent other people from ending up in the same situation

June 2025

My son and I are both struggling to find work at the moment. He’s just finished university and looking for his first job, and I’m retired but need to top up my income. We’ve both been sending out applications for a while now, could unpaid work help us find something?

Whether you’re trying to get into work for the first time or after time off, finding a job can be really challenging.

It’s always a good idea to think about what skills or experience you could be missing for the kind of work you want, especially when feeling stuck after weeks or months of sending out job applications.

If you can afford to take unpaid work, it can be a good way to plug gaps in your CV and get a taste for different types of jobs. These sorts of roles usually come in the form of volunteering, work experience, or internships.

If you receive welfare benefits, you should check the Citizens Advice website page on how volunteering affects your benefits, or speak to an adviser before taking unpaid work.

And because the rules around unpaid internships are complicated, you should get advice on being paid less than minimum wage before applying to this type of role.

Volunteer roles are often well-defined and can expose you to specific types of work, whether you’re looking for experience in an office or something more practical, like supporting people in your local community. Charities, including Citizens Advice, usually have a range of opportunities available.

Being a volunteer doesn’t just give you a chance to learn and improve skills that are transferable to paid work, it can also help you gain confidence and self-esteem in a professional setting, and provide structure to your day or week.

This can set you up well for job applications and interviews by showing employers you’ve got transferable skills, relevant experience, and are ready to enter paid work. Just like any job advert, you can find plenty of volunteering opportunities online, so it’s well worth seeing what’s out there if you’re interested.

If you need any other pointers or advice, you can contact Citizens Advice Wiltshire:

To speak to an adviser call us on freephone 0808 278 7995 

Or contact us directly for advice by email

May 2025

I’m moving and will be renting somewhere on my own for the first time. It feels like there’s so much to think about, I’m worried I’ll forget something important. Do you have any advice on what I should do when looking for a new home?

Most properties available for rent are listed online or with lettings agents. 

If you have the chance, renting directly from a landlord might be a bit cheaper before you move in, as they may ask for fewer references and you might not need to do a credit check. But you’ll have to deal with them directly if any issues arise during the tenancy. It’s worth noting some landlords use a lettings agent to find their tenants and then manage the properties themselves. If an agent is managing the property then you’ll deal with them rather than with the landlord directly, for instance, if you need to get any repairs done.

Remember, never pay any money before you’ve seen the property as this is a common tactic used by rental fraudsters. If you can, take someone with you when viewing properties for a second opinion. If repairs are being done when you view a property, it’s a good idea to take pictures of the issues and follow up after the viewing with an email so you’ve got a record of the issues and that you were told they’d be sorted before you move in.

Things often happen very quickly when trying to find somewhere to rent so always ask the landlord or letting agent some key questions to make sure properties you’re considering are safe, affordable and meet your needs. 

Key questions to ask include: 

• How much is the rent? Is it payable monthly or weekly?
• How long is the tenancy for? 
• Are bills included in the rent?
• Are any appliances or furniture included?
• Is there a break clause allowing any fixed term to be ended early, if needed?
• Does the landlord need a guarantor?
• Is there a tenancy deposit, how much is it, and how will it be protected?

It’s also good to ask whether the tenancy is for a self-contained property, or whether there are shared facilities, whether or not it’s a joint tenancy with other people and, if relevant, if you can have pets. Make sure you’re happy with the arrangements.

Check if you’ll need to pay a holding deposit while the landlord carries out pre-tenancy checks. A deposit can’t be more than a week’s rent and should be returned to you at the start of the tenancy. You should also ask your landlord or letting agent what documents you'll need to provide when you agree to rent the property including evidence of your Right to Rent.

Avoid ‘subletting’ which is when you rent directly from an existing tenant, as they might not have the landlord’s permission to rent to you, which could cause problems further down the line. If a tenant is showing you around the property on behalf of the landlord they should give you the landlord's contact details. 

If a landlord refuses to rent to you because of who you are, this may be discrimination - for example because of your race, religion or sexual orientation. A 'no kids policy' or refusing to rent to you because you get benefits could also be discrimination. You only need to tell a landlord or letting agent you receive benefits if they ask. 

Read more about starting to rent from a private landlord. 

If you need any other pointers or advice on renting, or you run into any problems, you can contact Citizens Advice Wiltshire for help:

To speak to an adviser call us on freephone 0808 278 7995 

Or contact us directly for advice by email

April 2025

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 us:

To speak to an adviser call us on freephone 0808 278 7995 

Or contact us directly for advice by email

March 2025

"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 the Citizens Advice 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 the Citizens Advice 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.

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 more advice and information about the options available to people struggling to pay their council tax at https://www.citizensadvice.org.uk/housing/council-tax/check-if-you-can-pay-less-council-tax/

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.

To speak to an adviser call us on freephone 0808 278 7995 

Or contact us directly for advice by email

January 2025

"I’ve really struggled with my money this past year, and spent too much on Christmas. I also recently got caught out by a free trial on an app that rolled into a paid subscription. Even without this though, it feels like every month I end up in my overdraft. How can I keep track of my spending better?"

Lots of people will be feeling this way right now, and it can be difficult to stay on top of things like online subscriptions. But there are steps you can take to be more in control of your money.

Firstly, draw up a budget. Remember to include all of your general spending, and any other bills you have to pay. Be realistic about what you’ll need for essentials like food and travel. If your income fluctuates, use bank statements, benefit award letters and Universal Credit journals to plan your budget each month.

Your bank should be able to tell you what regular payments you have. If you find subscriptions you don’t want, contact the company in question to cancel them. In future, before signing up to anything, make sure you know what you’ll get, for how long and what it’ll cost. If you do use any free trials, set a reminder a week before the free period ends so you’ve time to cancel it if you want to. Keep evidence of any subscription cancellations in case you need it in the future.

If you’ve been relying on your overdraft lots this year, or turned to credit cards or Buy-Now-Pay-Later, it’s understandable if this worries you. Always prioritise paying your rent, mortgage, plus energy bills and Council Tax first though, because not paying these has the most serious consequences. If you’re having trouble managing your debts and paying bills, contact Citizens Advice for support.

Our income checker can help you see if you’re getting all you’re entitled to, such as benefits or government grants.

Everyone’s circumstances are different, particularly when it comes to managing personal finances. We’re here to help you find a way forward: 

To speak to an adviser call us on freephone 0808 278 7995 

Or contact us directly for advice by email

This page is no longer updated, for the most up-to-date advice, please visit www.citizensadvice.org.uk

December 2024

"My children love Christmas and they’re already picking extra treats off the shelf when we go shopping, and telling me what presents they want. I really want to make it a special time for them, but times are tough and I can’t help worrying about overspending and getting into debt. What can I do to manage my finances during the holiday season, and where can I turn if I find myself struggling?"

The festive season can be a financially challenging time, and often borrowing money or using a credit card to fund Christmas can seem like your only option. But there are steps you can take to keep your spending under control and avoid falling into debt.

The first thing to do is make a budget and stick to it.

Consider who you're buying gifts for, what other seasonal expenses you have, and how much you can realistically afford to spend. Always keep receipts, or ask for gift receipts, in case you overspend and need to return something. And remember that household bills may be higher during this period due to colder weather and spending more time indoors.

If you've built up debt, please don't ignore bills or letters. Speak to the organisation you owe money to, as they may let you pay smaller amounts.

Pay 'priority debts' first, like rent, mortgage arrears, council tax, and energy bills. For other types of debt like credit cards or loans, gather all the information on what you owe, create a budget, and contact your creditors to set up an affordable repayment plan. This might seem scary, but it’s an important first step.

If your budget just doesn’t add up and you need help to afford essentials like bills and food, see what cost of living support is available on the Citizens Advice website.

If you do find yourself struggling financially, don't panic. Support is out there, and we can help you understand what’s available. 

November 2024

"Everywhere I look I see adverts for upcoming sales - Black Friday and Cyber Monday ‘deals’ are jumping out at me from all directions. Some of the prices seem too good to be true - how can I be sure I really am getting a good deal and not being scammed?"

You’re not the only one eager to bag a bargain. The busiest shopping time of the year is also a busy time for cyber criminals who use the spike in spending to disguise their scams as legitimate shopping sites.  

Fraudsters are also taking advantage of AI advances to help them produce accurate and professional-looking content to trick victims into giving away their financial details. 

It sounds like you’re aware there are risks when buying online and that scammers will try to tempt consumers with special offers, fake reviews and sought-after items at rock bottom prices. The good news is there are ways you can protect yourself and shop safely. 

Here Citizens Advice Senior Consumer Expert, Kate Hobson, shares her top five tips to make sure you don’t end up with more, or less, than you bargained for during this busy shopping season. 

1. Make sure you don’t feel rushed. Scammers will often create a sense of urgency by  claiming it’s a limited offer or price which encourages you to act without taking as  much time to consider the purchase. 
2. Know who you are buying from. If buying from a company you have not used before, check reviews and previous customers’ feedback. If in doubt, don’t buy. 
3. Be wary of suspicious web links. These may direct you to fake (but realistic looking) websites. It is better to type in the website address yourself. 
4. Don’t share any one-time codes that you’re sent when shopping online. These codes are used to confirm that you’re the one making the purchase, so don’t share  them with anyone. 
5. Avoid paying anyone you don’t know by bank transfer. Paying by credit card for single items costing £100 and over gives you legal protection if the goods do not arrive, are faulty, or do not match the description. Paying by credit or debit card for orders costing less than £100 also gives you protection using your card provider’s voluntary ‘Chargeback’ scheme. 

If you’re worried that something you’ve seen online might be a scam, you can contact the Citizens Advice Consumer line by calling 0808 223 1133 or visit https://www.citizensadvice.org.uk/consumer for more information. 

Autumn 2024

I don’t have a will, but I wonder if I should make one? The problem is, I have no idea where to start or how to make it official.

Making a will can seem daunting, but it’s important to make one whether or not you consider yourself to have many possessions or much money. This is because there are certain rules which dictate what will happen to your money, property, or possessions after you die and without a will they may not go to the people or places you would have wanted.

It’s a good idea, although not strictly necessary, to use a solicitor, or to have one check a will you draw up to make sure it’ll have the effect you want. This is because it’s easy to make mistakes which could cause problems after your death and result in costly legal fees.

A solicitor will charge for their services, but they should tell you how much their help will cost before they start working with you. Charges vary and will depend on the complexity of the will. Before making a decision on who to use, shop around and speak to a few different solicitors to find the best price.

Before you approach a solicitor, you should think about the major points you want to include in your will. This will save you time and help to reduce costs.

Things to think about include: how much money and property you have and if any of your possessions are especially important to you; whether you want any of your money or possessions to go to specific family or friends after your death; and what you’d like to happen to the rest of your assets, including whether or not you’d like to leave any gift to charities. If relevant, you should also decide who should look after any children you may have who are under 18.

You’ll also need to decide who will sort out your estate and carry out your wishes, as set out in the will. These people are known as the executors. It’s common to appoint two executors, in case one is unable to carry out the task. People often choose either relatives or friends, solicitors or accountants, banks, or the Public Trustee, which is an official body, to be an executor.

For a will to be valid, it must be made by someone who is 18 or over and of sound mind, meaning someone who is capable of rational thought, making and understanding decisions. It must also be drawn up without any pressure from another person. It must also be made in writing and signed by the person making the will, in the presence of two witnesses, who must also sign the document in the presence of the person making the will. Lastly, it should be dated. As soon as the will is signed, dated, and witnessed, it is complete.

Once a will has been made, it should be kept in a safe place and other documents should not be attached to it. This safe place might be at home, with a solicitor or accountant, at a bank, or at HM Courts and Tribunals Service (HMCTS) for safekeeping.

You can find out more information about making a will on the Citizens Advice website.

July 2024

"I’ve got to move house and will be renting somewhere on my own for the first time. It’s exciting but there’s so much to think about and I’m worried things could go wrong. Do you have any tips or advice on what I should do when looking for a new home?"

Whether you’re renting on your own or with other people, one of the first decisions to make is whether you want to rent directly from a landlord or through a letting agent.

Renting directly from a landlord might mean you have less to pay before moving in, fewer references and you might not need to do a credit check. Alternatively, renting through a letting agent means that if they manage the property they’ll liaise with the landlord about any repairs that need doing on your behalf. However, if a letting agent behaves badly and you believe they’re at fault you can complain to their independent complaints body, known as ‘redress scheme’.

There are lots of websites you can use to find somewhere to rent but if you can’t look online, you could visit a local estate agent or ask friends and family to help you. When you’re looking, remember, never pay any money before you’ve seen the property and if you can take someone with you when viewing properties.

Avoid renting directly from an existing tenant, this is called ‘subletting’ and the tenant might not have the landlord’s permission to rent to you, which could cause problems down the line.

If a tenant is showing you around the property on behalf of the landlord they should give you the landlord's contact details.

To make sure the property you're going to rent is safe, affordable and meets your needs, ask the landlord or letting agent some key questions. For example, how much rent is and how it should be paid, if the rent includes any bills, how long the tenancy is, if there’s the opportunity to renew and if there’s a break clause in case you need to end the tenancy early.

Check if you’ll need to pay a holding deposit while the landlord carries out pre-tenancy checks, this can’t be more than a week’s rent and should be returned to you at the start of the tenancy. You should also ask your landlord or letting agent what documents you'll need to provide when you agree to rent the property including evidence of your Right to Rent.

Before you go ahead, ask how your tenancy deposit will be protected, if any furniture or appliances are included in the tenancy and, if relevant, whether you can have pets. You should also request any obvious problems with the property are fixed before you move in.

If a landlord refuses to rent to you because of who you are, this may be discrimination. For instance, because of your race, religion or sexual orientation. A 'no kids policy' or refusing to rent to you because you get benefits could also be discrimination. You only need to tell a landlord or letting agent you receive benefits if they ask. Some may then require a guarantor as security if you have no renting history, or if they feel you may have trouble paying rent. They can still refuse to rent to you if they think you won’t be able to afford it.

Remember, if you need any other pointers or advice on renting or you run into any problems, you can contact Citizens Advice for help.

June 2024

The school holidays are about to begin and as a parent I’m already dreading September. School costs can quickly mount up - uniform, transport, trips and probably more I haven’t even thought of yet - I’m really worried I won’t have enough money to cover it all. How will I manage?

School costs can seem overwhelming, but if you're on a low income your local council might help you with some of the expense.

As any parent knows there are a multitude of opportunities and requirements that go hand-in-hand with school and many come with a price tag. For that reason, there is support available when it comes to paying for school uniforms, trips and essential equipment. Some extra curricular clubs such as music might also have funding available. You can find what your local council offers here https://www.gov.uk/find-local-council.

When it comes to uniform, schools have a responsibility to make sure they are affordable. A good starting point is the school website which will have the uniform policy, as well as how to find second-hand items.

Some schools will require branded items but these must be kept to a minimum in line with government guidance on affordability, available at www.gov.uk. If you are worried you still can't afford the required uniform you should speak to someone in the school office who might be able to help.

In terms of food, children in infant school - reception, year one and year two -  automatically get free school meals. If your child is in junior school - years three to six - you can apply for free school meals if you get certain benefits.*

In some cases free transport is available. If your child is aged five to 16 your local council might help with free or lower-cost transport if you don't live near school or your child's unable to walk there. And for older children in a sixth form or training as an apprentice, there may also be support available. You'll need to ask your local council if they can help. Unfortunately we can’t help with homework, but there is more information on financial support that’s available for school costs and general budgeting advice on the Citizens Advice website - www.citizensadvice.org.uk

*Not applicable in Wales

May 2024

 

To speak to an adviser call us on freephone 0808 278 7995 

Lines are open Monday to Friday, 9am to 4pm. Closed on bank holidays.

Or contact us directly for advice by email

 

Copyright Citizens Advice.

For the most up-to-date advice, please visit the Citizens Advice website. 

To speak to an adviser over the phone call us on freephone 0808 278 7995

Lines are open Monday to Friday, 9am to 4pm. Closed on bank holidays.

Or contact us directly for advice by email

Copyright Citizens Advice.

For the most up-to-date advice, please visit the Citizens Advice website. 

• Check your thermostat: A room temperature between 18°C and 21°C is ideal for most people. Try turning your thermostat down by one degree within this range – it could save you around £115 a year. If a medical condition means you need a warmer home, ask your GP what room temperature you should aim for.
• Keep the heat in: Check your home for any gaps in the doors, windows and floors. Blocking any holes where you could get a draught could save you around £30 a year. It is important to allow for some ventilation as without it mould and damp can form.
• Turn off anything you’re not using: Turning your appliances, like TVs and washing machines, off instead of leaving them on standby could save around £60 a year. Turning off lights when you’re not using them – even if it’s just off for a few seconds - could save around £25 a year.
• Consider using LED lightbulbs, which cost less to run.
• Watch your water usage: Cutting your shower time by just one minute can make a difference. If everyone in a four-person household with a water meter did this, they could save around £75 a year.

• Always buy your Halloween costumes from reputable shops and online retailers. If you haven’t bought anything from the shop before make sure you check online reviews.

• Make sure the costume comes with safety instructions, a UKCA or CE marking and the manufacturer’s name. The UKCA marking is the post-Brexit British equivalent of the CE mark which is also still valid.

• Check for any product recalls online — searching for ‘product safety recalls’ will bring up the Office for Product Safety and Standards list.

As the weather has turned colder, I’ve noticed mould and damp in our flat. It’s mainly in our bedroom, including some black mould on the carpet. I’ve been chasing our letting agency, who say they’ll speak to our landlord. I’m really worried about how this might affect our health. Our tenancy agreement isn’t up for eight months, what can I do?

It’s good that you’ve already raised the issue with your letting agency. Unfortunately, it isn’t always easy to work out the cause of mould or damp. This can make it difficult to work out if your landlord is responsible, unless there’s an obvious cause, like a leaking roof.

There are many causes of damp that properties can get. The most common are rising, penetrating, construction and condensation damp. On our website there is information that may help you work out what type of damp you have, who is responsible and what you can do. Check your tenancy agreement too for mentions of repairs and damp, and reach out to Citizens Advice on anything you’re unsure about.

A landlord will have to act in relation to damp if it makes the property unsafe for someone to live in. This could be for example, if it is making the tenant or a member of their family ill. The landlord will also be responsible if the damp is related to repairs they should have carried out, like if heaters are broken. If the damp has damaged items that the landlord is responsible for, such as carpets and window frames, they’ll likely have to cover the cost of repairs.

One of the most common causes of damp is condensation. To prevent this, it’s important to keep homes well-heated and well-ventilated, but for a lot of people this will be trickier to do given the colder weather and higher heating costs. You may be eligible for help to insulate and heat your home, and should visit our website to find out more.

On our website we also have advice on things that can make damp worse and may impact the landlord taking responsibility for repairs. These include drying clothes on heaters or blocking air vents.

If your landlord is responsible for the damp in your property but doesn’t act, there are steps you can take, such as reporting them to the local authority. If you’re in social housing you might also be able to use the landlord’s formal complaints procedure. There is more information about this on our website. If it reaches the point where you want to get out of a fixed term tenancy agreement early, do speak to an adviser first, as there might be better ways to approach the issue.

Contact us, your local Citizens Advice on 0808 278 7995 for personalised support. Lines are open Monday to Friday, 9am to 4pm (closed on bank holidays); or you can email us

You may also find helpful information on: https://www.citizensadvice.org.uk/housing/renting-privately/during-your-tenancy/dealing-with-repairs/

Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website. 

To speak to an adviser over the phone call us on freephone 0808 278 7995 

Or contact us directly for advice by email

June 2022

I’ve got loads of problems with my house that I’ve been putting off fixing - a faulty boiler, a window that won’t shut properly, broken light fittings. The list goes on! I want to sort it out but I’ve had bad experiences with dodgy builders in the past. How do I find someone I can trust?

Making home improvements can be stressful, but there are a few steps you can follow to help it go smoothly.

First, find a Trading Standards ‘approved trader’. You can look for one in your area online or use the Government’s approved trader scheme TrustMark.

It’s also worth checking if they’re a current member of a trade body. Trade bodies have codes of practice and can help resolve problems if things go wrong. Ask who they’re registered with and then check the trade body’s website.

For any gas and electric fixes, only use certified traders - it’s dangerous to use someone who doesn’t know what they’re doing. You can check the Gas Safe Register for a list of traders and use a registered electrician who can certify their own work.

It’s always helpful to get references or recommendations where possible. Ask your friends, family or neighbours if they know of anyone they’d recommend. You can also ask the person you hire for examples of work they’ve carried out in the past. Try to avoid contractors who won’t give references - it’s a sign they could be dishonest.

When you find someone, ask for a written quote - this is different to an estimate. A quote is legally binding and the tradesperson can’t change it without a good reason - for example, if you ask for extra work to be done. It’s worth comparing quotes from several contractors to make sure you’re getting a fair price.

Next, get a written contract. This should cover exactly what you’re paying for and everything you’ve agreed on, including timings, payments, who will pay for materials and any subcontractors if needed. When it comes to payment, it’s best to opt to pay in stages rather than upfront. Try to pay by card if you can - this can give you extra safeguards if something goes wrong.

Finally, make sure your trader is fully insured. Keep copies of receipts and your written contract. These will be important as evidence if things go wrong. It’s also helpful to take photos of any problems if they arise.

If you have a problem with a contractor and you’re not sure what to do, call the Citizens Advice consumer helpline 0808 223 1133 or talk to an adviser online through the Citizens Advice website.

Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website. 

May 2022

I recently applied for a job at a local pub which offered National Minimum Wage. I did a short interview and at the end the manager asked me for some documents and also how old I was. After telling her I was 25 she told me she would be in touch, but it would be unlikely I’d get the job because they wouldn’t be able to afford to pay me the required wage. She said she would prefer to hire someone younger. Is this legal?

Nobody should be asking you how old you are in a job interview. Being 25, you’re entitled to the National Living Wage. On the Citizens Advice website there are full details of the wages people are entitled to by law. But these rules shouldn’t mean employers avoid hiring people because of how old they are. That’s known as ‘direct age discrimination’ in the Equality Act 2010. You’re also protected by the National Minimum Wage Act 1998, which says employers can’t not hire you (and they can’t fire you) because your age means you’re entitled to a higher rate.

We have a lot of information on our website about what to do if you’re being treated unfairly when applying for a job. If you’ve been discriminated against, there are steps you can take to either get compensation or convince the person to give you a job.

Make a note of what happened as soon as you can - noting down exactly what you were asked and any other remarks the interviewer made. This will be useful as evidence later.

Next, you should write a letter of complaint to the employer. Keep a copy of this letter for your own records. There’s advice on the Citizens Advice website on what this letter should include and you can also speak to an adviser at your local Citizens Advice to get help writing it.

If the letter doesn’t get an outcome you’re happy with, you could take the employer to an employment tribunal. You’ll need as much evidence of discrimination as possible. Evidence should include the job advert, the job description, your notes about what was said at the interview and any contact you’ve had with the employer since - like your complaint letter.

Remember that you only have three months minus one day from the date that the ‘discriminatory act’ (in this case, the comments in your interview) happened to start tribunal proceedings. You do this by contacting the government organisation Acas and telling them that you intend to bring a claim.

Nobody should have to worry about being discriminated against when job hunting. For more advice on your rights when searching for work, visit citizensadvice.org.uk/work or call us on 0800 144 8848.

Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website. 

April 2022

I am a single parent, with two young children. I am already struggling to stay on top of my household bills; my weekly food shop isn’t stretching as far anymore and now my energy bill is going up too. I don’t know how I’m going to afford all of these price rises. What can I do to stop my finances spiralling out of control?

First of all, you are not alone in this and there’s support to help you.

It’s always worth checking if there are benefits you don’t know about that you’re eligible for, including support with your energy costs and living costs. On the Citizens Advice website there’s a benefits calculator, advice on how to reduce living costs and information on other ways to increase your income.

There’s also emergency support that you may have access to, such as food bank vouchers or fuel vouchers. You could contact your local council to see if they could also offer support. You can find more details about some of the local Wiltshire support here.

If you’re struggling to stay on top of bills, it’s really important to understand what money you have coming in and going out each month. Citizens Advice has a budgeting tool on its website that can help with this.

And if you’re already behind on bills, prioritise paying your rent or mortgage, plus energy bills and Council Tax first. Not paying these bills has the most serious consequences. You should speak to the person or company you owe money to, to see if they can help you repay your bills sustainably.

We know that times are incredibly tough but please remember, you don’t have to face this alone, do contact your local Citizens Advice, to help you find a way forward.

Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website. 

March 2022

I love live music and now that restrictions have lifted, I’m keen to start going to events again. I’ve booked tickets for some gigs over the next few months, but I’m still a little worried. I can’t quite believe things are fully back to normal. What will happen if restrictions come back in?

It’s understandable to be feeling apprehensive when there’s been so much change, and knowing your rights will help you deal with anything unexpected.

If you’ve got tickets to an event which goes ahead, but you change your mind about going or realise you’re no longer able to go, you have no legal right to a refund. However, if the event is cancelled, your right to a refund will depend on how you bought the ticket.

If you booked through an official seller and the organiser cancels, moves, reschedules, or makes the event behind closed doors, you should get a refund. This is true even if it’s cancelled due to a government ban on large events. If this happens, contact the official seller to find out how you can get a refund.

If you bought your ticket from a ticket-reselling website, your refund will depend on the site's terms and conditions. If you’re worried about the event being cancelled, it’s a good idea to look at the terms and conditions before booking.

If you bought from a private seller, unfortunately it’s unlikely you’ll be able to recover your money, even if the event is cancelled or rescheduled. We recommend contacting the seller to see what they can do.

Ahead of any events you’ve booked, keep checking the information from the official seller or organiser to make sure you know straight away about any updates, like changes to the date or cancellations.

Another thing to be aware of is that scammers exploit these situations for their own benefit. If your event is cancelled and anyone - whether it’s a person or a company - offers their services to try to recover money on your behalf, be suspicious. Make sure that you're aware of the signs of a potential scam and always be on the lookout.

If you need more information on how to get a refund, take a look at the Citizens Advice website.

Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website. 

February 2022

I’ve just been offered a new job and now I need to tell my current employer. The new company wants me to start as soon as possible. The problem is, we’re already a bit short-staffed where I am now and I don’t know how soon I’ll be allowed to leave. How should I bring all this up with my boss?

Congratulations on your new role. It can feel awkward telling your current employer you’re moving on. The time between telling your employer you’ve found a new position and you actually leaving is known as your notice period.

If you’ve been in your current job for less than a month, you won’t have to give any notice period (unless your contract says otherwise). If it’s more than a month, you’ll have to give at least one week’s notice. Your contract should make it clear exactly how long is expected.

If you don’t have a contract, and your employer has no written record of you agreeing to a notice period, you should give at least one week’s notice.

It’s worth waiting until your new employer has confirmed your employment, for example by giving you a start date before handing in your resignation. It’s then best to resign in writing (email is fine), so that you have a record of the date you told your employer. On the Citizens Advice website we have a page on handing in your notice with tips on how to write this letter.

You can work a longer notice than the one in your contract, if you agree it with your employer. If you’re keen to move on sooner rather than later, it may also be possible to negotiate a shorter notice period than your contract says. If you want to go down this route, it can be useful to reassure your current employer that you will tackle any urgent work before finishing.

Fixed-term contracts are a bit different, as you won’t need to give notice if you intend to leave on the last day of contract. Leaving early would usually mean giving at least one week’s notice, unless your contract says otherwise.

Don’t forget about your holiday days during your notice period. If you have unused paid holiday you should speak to your employer about either taking these during the notice period or being paid for them.

Finally, sometimes people can change their mind about moving jobs or find their circumstances alter. If this happens to you, you should speak to your current employer to see what the options are and if you can stay in your current role.

Everyone’s situation is different, but if you face any challenges with an existing or potential employer, contact Citizens Advice for advice: 0800 144 8848 or visit our website pages about what to do when you’re leaving a job.

Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website. 

To speak to an adviser over the phone call us on freephone 0800 144 88 48 

Or contact us directly for advice by email

• Check the delivery address you gave the seller, to make sure it’s correct.
• Then contact the seller and ask where your order is.
• If the seller claims they've delivered it or doesn't know where it is, you can ask for a redelivery. You might be able to get a refund in some circumstances where the delivery time was essential and you let the seller know ahead of time.

My energy supplier recently went under and the new tariff I’ve been put on is far more than I used to pay. I’ve heard energy prices are set to rise further and I’m just not sure I can afford it. What help can I get or small changes can I make around my house to help save some money this winter?

 

The cost of energy is very high at the moment and it's causing many people to worry. Normally we would suggest switching to a better deal, but the situation is very difficult at the moment and there aren’t a lot of good deals out there. However, there are still other small ways you can keep your bills down.

 

Little everyday things can help, such as making sure televisions and other electronic devices are switched off and not left on standby; washing clothes on a lower temperature; and only filling the kettle with the water you need.

 

Turning down your main thermostat by 1 degree can save you around £60 on your energy bill. And by spending one minute less in the shower each day, a family of four could save £75 a year on energy and water bills. The Government’s Simple Energy Advice website has more tips like this.

 

You’re right in another way about bills going through the roof - and the walls. One way of cutting costs in the long-run is to invest in good insulation if you can afford to. If you’re renting, ask your landlord to do this.

 

You may be able to get financial support to help insulate your home under the Energy Company Obligation scheme. Contact your energy supplier for more information. If you’re in a household that’s not connected to the gas grid you may also be able to receive help under the Home Upgrade Grant scheme through your local authority.

 

There’s some financial support available for paying your energy bills, depending on your situation. For example, if you’re a pensioner with a low income or receive Universal Credit or other means-tested benefits, you may be entitled to the Warm Home Discount. This gives you £140 a year to go towards your bills. Check the Government website to find out if you can claim it.

 

The Government recently announced a £500m fund to support households this winter so keep a look out for announcements about how this could help you. In England, it will be distributed by Local Authorities. In Wales, it will be decided by the Government.

 

Remember you can always call our consumer helpline on 0808 2231133 for free advice about your energy costs and staying warm this winter.

 

Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website. 

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September 2021 

 

Renting for the first time

 

I’m going back to university and moving into a shared house with friends for the first time. Although I’m excited, I’m also a bit nervous as I’ve never rented from a private landlord before. The house looked fine when we viewed it, but that was months ago now and I’ve heard horror stories about dodgy landlords for student houses. What should I look out for when I move in?

 

Renting a house with friends is usually an exciting time. Most landlords are reasonable people who look after their properties and tenants well, but it’s always a good idea to know your rights.

 

Here’s a checklist of things to do when you first move in:

• Make sure you have your landlord’s contact details. Your landlord is responsible for keeping your home in good condition and arranging repairs when they’re needed. They should be your first point of contact if anything goes wrong.
• Make sure your deposit is protected. Check that your landlord has given you information about the scheme used to protect your deposit.
• Take photos on the day you move in. It’s also worth asking your landlord or letting agent for an inventory, to check everything is in order. Use this to note down any problems and the condition of the furniture, kitchen, carpets, bathroom etc.
• Check if you’re in a ‘house in multiple occupation’. If you’re living with two or more people who aren’t part of your family, and share a toilet, bathroom or kitchen with you, this is considered an HMO. This means your landlord must make sure your home meets certain safety standards. This includes making sure smoke alarms are installed and there’s a safe fire exit. The landlord must also ensure shared areas such as staircases and corridors are clean and in good repair. Some HMOs need to be licensed by the council - if you’re unsure whether this applies to your home, check with your local council.
• Make sure your landlord gives you: a copy of the Gas Safety Certificate, an Energy Performance Certificate and a How to Rent leaflet.
• Understand your tenancy agreement. It’s important to know who’s responsible for paying bills and what to do if there are any changes, like if someone wants to move out. The Citizens Advice website explains the different ways shared accommodation can be organised.

If you encounter a problem with the property, contact your landlord. They might not already be aware as they shouldn’t come in without your permission. If it relates to disrepair, for example if your heating system fails or there’s damp in the property, it’s best to put this in writing so that you have evidence if you need it later.

 

If your landlord is unresponsive or refuses to help, contact your student services or local Citizens Advice service for support. In serious cases, for example if your health or safety is at risk, you may be advised to contact the council.

 

The advice above applies to England only. Please visit the Citizens Advice website for advice for renting in Wales. 

 

Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website. 

 

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August 2021

 

Worries about affording school uniforms

 

I’m a single parent and lost my job during the pandemic. My local Citizens Advice helped me apply for Universal Credit which has been really helpful to cover some of the income I’ve lost. But I’m very worried about the upcoming £20-a-week cut to Universal Credit - I don't know how I'll be able to pay for the school uniforms and shoes, especially as they grow so fast! Is there any other support out there to help plug the gap?

 

If you're on a low income, you might be able to get help with some of the costs of sending your child to school, including school meals, transport and uniform. It’s always worth talking to your local education authority to see what support is available as some of their resources and offerings can differ. 

 

The following information is for England, and the local authority information is for Wiltshire Council.

 

Free school meals

Children in Reception, Year 1 and Year 2 automatically get free school meals. If you have older children you can apply for free school meals if you get certain benefits. In your case as you’re on Universal Credit and you applied after 1 April 2018 you would be eligible if you earn less than £7,400 a year without benefits. You can see the full list of eligibility requirements on the Citizens Advice website.

 

To apply for free school meals you need to contact your local authority. Here's how to apply in Wiltshire UA: Free school meals - Wiltshire Council.

If you live in another local authority area you can check the details at Gov.uk by typing your postcode in. 

 

Transport

If your children are aged between five to 16, your local education authority might offer free or lower cost transport if you don't live near school or your child's unable to walk there. You need to apply to your local education authority for help. Here's all the information, including how to apply in Wiltshire UA: Transport eligibility - Wiltshire Council

 

Uniforms and other costs

Your local education authority might also be able to help with some other costs, like uniforms, music lessons or trips and activities. There may also be local charitable schemes to help with these costs, it’s worth checking with the school to see if it knows of any. Schools can also sometimes also advise on finding secondhand uniforms.

 

What’s next

If your child is staying in education after year 11, you must tell HMRC’s Child Benefit Office if you want to continue receiving child benefit and any extra support for children within means-tested benefits. When your child turns 16, HMRC will send you a letter asking whether your child will stay in education or training. You must reply to this letter to keep getting Child Benefit.

 

We've more information about the impending cut to Universal Credit cut, including what other help and support there is available in our Universal Credit cut: Everything you need to know section.

 

Need advice?

Everyone’s circumstances are different, so if you'd like advice based on your situation, or you have any questions please do get in touch:

 

To speak to an adviser over the phone call us on freephone 0800 144 88 48 

Lines are open Monday to Friday, 9am to 5pm

 

Or contact us directly for advice by email

 

Copyright Citizens Advice. For the most up-to-date advice, please visit the Citizens Advice website. 

 

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July 2021