About Citizens Advice

The aims of the Citizens Advice Service are to provide the advice people need for the problems they face and to improve the policies and practices that affect people’s lives.

Our service is free, independent, impartial and confidential; it is non-judgmental, offering assistance to all. It aims to be equally open to everyone who seeks or needs its help, regardless of age, class, race, religion, gender, disability or sexuality.

All advice workers, paid staff and volunteers, are professionally trained to provide a friendly, welcoming and supportive service to all our users. They will help you to understand your rights and responsibilities so you can make informed choices about the problems you face.

Citizens Advice Caerphilly Blaenau Gwent (CACBG) is the largest Citizens Advice service in Wales and one of the largest in the Citizens Advice network. Over the last ten years it has grown from a local service for Caerphilly and now provides a full range of services throughout Blaenau Gwent. We also offer telephone and digital advice services across the whole of England and Wales.

We are an independent charity and the largest Citizens Advice service in Wales. We are part of the network of independent local Citizens Advice Charities across Wales and England, which includes the Citizens Advice national charity.

We have more than 170 expertly trained employees and in excess of 50 dedicated volunteers who provide a wide range of services across Caerphilly and Blaenau Gwent and further afield.

In 2019/2020 Citizens Advice Caerphilly Blaenau Gwent helped more than 125,000 people. We gave detailed information, advice and support on many subjects, including welfare benefits, debt, employment and housing.

We help many more people than we see by campaigning. We use clients’ stories anonymously to challenge those in authority to change their policies and practices in ways that benefit everyone.

We work from four main offices and many local venues including community centres, doctors’ surgeries, libraries and many others. We also use a number of digital channels to deliver advice. Clients can speak to us via Zoom, Google Hangouts, Skype and Attend Anywhere.

From our Caerphilly Contact Centre we deliver five multi-channel services across England and Wales for national Citizens Advice:

  • the England and Wales Adviceline advice service. 0800 144 8848;
  • the Wales-wide Advicelink Cymru advice services. 0800 702 2020;
  • the Witness Service Referral Hub in support of people giving evidence in the criminal justice system;
  • the Pension Wise service, which we co-deliver with our Citizens Advice Cardiff colleagues;
  • the Nationwide Consumer Service helpline. 0808 223 1133 and
  • the Debt Advice Specialist service.

Our Values

We’re inventive: We’re not afraid of trying new things and learn by getting things wrong. We question every idea to make it better and we change when things aren’t working.

We’re generous: We work together, sharing knowledge and experience to solve problems. We tell it like it is and respect everyone.

We’re responsible: We do what we say we’ll do and keep our promises. We remember that we work for a charity and use our resources effectively.

Our strategic goals

Advice: We will continue to improve the experience people have when they come to us for help. We aspire to everyone leaving with the knowledge and confidence they need to find a way forward.

Advocacy: We will be a stronger voice on the issues that matter most to the people who come to us for help.

Technology: We will use technology to enable a great experience for the people who come to us for help, freeing up resources to allow us to meet an increase in demand.

Sustainability: We will secure our future as a service through a more collaborative approach, proactive and competitive approach to fundraising.

Culture: We will be a collaborative, innovative and high-performing service that promotes equality, diversity and inclusion and challenges discrimination.

Equality, diversity and inclusion: We will drive forward our equality, diversity and inclusion commitments.

Who we are

  1. We’re local and we’re national. We have local offices in Caerphilly and Blaenau Gwent and offer telephone and digital advice services to people across England and Wales.
  2. We’re here for everyone. Our advice helps people solve problems and our advocacy helps fix problems in society. Whatever the problem, we won’t turn people away.
  3. We’re listened to – and we make a difference. Our trusted brand and the quality of our research mean we make a real impact on behalf of the people who rely on us.
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