Search

Improving people’s experience, so that everyone leaves us with the knowledge and confidence they need to find a way forward

For 80 years the Citizens Advice service has been providing free, confidential, independent advice to anyone who needs it.  

Last year we helped around 17,000 people with more than 42,000 issues through our advice, information and support services in Wiltshire. 

No one else sees so many people with so many different kinds of problems as the Citizens Advice service and, the people we help are overwhelmingly positive about the service they receive from us. 

infographic showing two ways in which our advice makes a difference

Our foundations are strong, but we’ve got plenty more to do so that we can help more people. Demand for our services still far outstrips what we can provide.

The biggest area of complaint we have, albeit a handful, is about waiting times, either at a drop in session or for a face-to-face appointment. 

We also recognise that not everyone is the same. Equality, diversity and inclusion are in our DNA and at the heart of what we do. 

Our advice is for everyone and we work hard to design our services to work for a range of needs, including those with the most complex problems or where the number of people affected is small.

We know that having to wait during a drop in session can be difficult for people that work, have poor physical or mental health, or have caring responsibilities.

We also recognise that when there is a long queue and we are very busy everyone, including our staff and volunteers can feel under pressure, which can lead to people feeling unable to discuss their problems fully.

infographic showing two ways in which having a problem affects someones health and wellbeing

So, we’ve set ourselves some ambitious targets to improve people’s experience, so that everyone leaves us with the knowledge and confidence they need to find a way forward. 

And that starts now…

From Monday 5 August 2019 we are introducing an appointment only day, one day a week at our offices in Chippenham, Devizes, Salisbury and Trowbridge

We will not run a drop in advice service on that day to enable us to carry-out pre-booked appointments.  

Our aim is that appointment days will:

  • help alleviate the need for long waiting times and anxieties that can accompany this, meaning that people feel more able to discuss their problem fully, and will have more time to do so,
  • give people the option to book an appointment to fit with their needs at that particular time, 
  • enable our advisers to be aware of the person's needs prior to their appointment and therefore be able to plan for this and provide a carefully thought through advice appointment where the client can benefit fully from the adviser’s knowledge, research and skills.

We will still complete some appointments on drop in days, like we do now.

We know there will be challenges along the way. We recognise that we may not always get some things right, especially early on but we also know that we must try to make things better for the people that need us today, and in the future.

Here you can find full details of all our opening times and where to find us, including other ways to get in touch, for example advice over the telephone, or download a copy of our new opening times leaflet.   

  

Published on Monday 29 July 2019

by Claire, Wiltshire Citizens Advice


 

Contact us
Please use this form to contact us, or to get advice by email.

We are not able to book appointments using this form but we can give advice or direct you to other advice links. We aim to respond to your enquiry within 5 working days.

To contact us for advice by phone, call: 03444 111 444 (Monday to Friday 9am to 5pm. Closed on bank holidays).

Or you can drop in to one of our local offices.

Fields marked with ( * ) are required.
1000 characters left
Your personal information

When you provide us with personal information, for example, when using this form to contact us, we take steps to ensure that your information is treated securely.

We need to record information about you to help with your enquiry. We have a legitimate interest to do this.

We keep what you tell us safe and confidential and you always decide what you share with us. You can read more about how we handle and store your data in our privacy policy (this will open in a new window, so that any information you have already added to this form will be kept in this window)

We need your explicit consent to keep some information, including your ethnicity, religion, health conditions, sexual orientation, and trade union membership.

If you agree, we’ll use this information, which is known as ‘special category personal data’ to:
● give you advice
● help us gather data to improve our service
● support our research in a way that you can’t be identified

For example, if you need advice about claiming certain benefits, you may want to tell us about health problems you have which may be relevant to your enquiry.

By ticking the boxes below you consent to Citizens Advice recording the special category personal data you choose to provide Citizens Advice.

We’ll make sure all your information is kept safe and secure.

Yes, I consent to you holding information on my (please tick all of those you agree to):
Cookies make it easier for us to provide you with our services. With the usage of our services you permit us to use cookies.