Covid: Citizens Advice Colchester helping people through struggles

Some people may be facing redundancy and want to know what options are available to them in terms of furlough pay, grants and Government schemes.

Others may have concerns about financial debts brought on by the coronavirus pandemic, such as a loss of livelihood.

Since the start of the outbreak, nearly 3,000 people have made calls Citizens Advice Colchester.

The doors to the office, in Crouch Street, are closed, but the charity’s vital work of helping people get through the Covid-19 crisis is still continuing.

Its staff and volunteers are now working from home - offering advice by telephone, email and webchat.

And top of the list of issues they are dealing with is Universal Credit - the payment for people on low incomes.

Jo Blyth, the Colchester branch’s manager, said: “Some people have difficulty with using the Universal Credit website, others have received the wrong amount of money or find themselves waiting a long time for their payment.

“We are here to help people get what they are entitled to.”

Overall, since April last year, Citizens Advice Colchester has helped 2,862 people with many different problems.

The staff and volunteers receive about 200 calls a month, and last June and July were the busiest months of the year for inquiries - averaging at about 220 calls a month.

Covid help leader Janice Tonge, supervisor with Citizens Advice Colchester

Helped by Government grants and the Essex Community Fund, Citizens Advice Colchester has been able to keep delivering its service through a new mobile phone system and laptop computers.

“Our contact numbers and addresses have not changed, but with the new equipment we can all work from home while keeping our clients’ information safe and secure”, added Mrs Blyth.

Citizens Advice Colchester now has 19 volunteers working from home on Tuesdays, Wednesdays and Thursdays as well as staff members.

Bill Hayton, a trustee for the group, said: “Over the past year we’ve had to adjust our own services to cope.

“The main adjustment is that we used to see clients at our office, but it’s been closed for months, so we had to take all of our work online.

“It’s been quite difficult and a bit disruptive to volunteers and staff.”

He said the main questions people have are regarding Universal Credit and forms of benefits.

However, in December volunteers helped 183 clients with a range of questions, not just financial ones.

Mr Hayton said households are facing many other difficulties now the nation is under another lockdown - from home schooling to concerns about relatives.

He said there may be an increase in calls now lockdown has been extended to March about redundancy, furlough and grants and encourages people with concerns to get in touch with the service.

“It’s a free and confidential service, and it’s impartial as we are not trying to sell a financial product,” Mr Hayton said.

“We are experts and anyone who gives financial advice has to be registered. For anyone facing debt problems, it’s much better to tackle them early, before the bailiffs come knocking on your door.

“There no such thing as a silly question to us and we can offer advice and support.”

• Anyone who needs help from Citizens Advice Colchester can call the advice line on 0800 144 8848, email advice@colchestercab.org.uk, or chat to an advisor via citizensadvice.org.uk/contact-us.