Influencing the policies and practices of government and of statutory and commercial organisations is the most effective way we can help our clients. We use our clients’ adverse experiences to inform policymakers both during the consultation process and after legislation and policies have been implemented. Over the past year the bureau has focussed its social policy work on particular issues that affect our most vulnerable clients – those on low incomes or benefits, the disabled, and the elderly.

BENEFITS

Monitoring of the performance of Jobcentre Plus has continued to identify delays and mistakes in processing benefits due to poor administration and training. However, complaints are currently being responded to with greater speed and efficiency. Nevertheless, frequent mistakes in assessing claims have deprived clients of their rightful benefits.

EMPLOYMENT

Citizens Advice is proposing the setting up of a Fair Employment Commission to increase the options for redress by employees. Clients in low-paid jobs (such as catering, cleaning, caring, and security work) are often denied their statutory and contractual rights. However, the current statutory remedies are limited and can be ineffective

EDUCATION

The cost of school uniforms, trips and extracurricular activities can cause real financial hardship and lead to children of families on low incomes being deprived of educational opportunities. A recent survey by Oxfordshire bureau of schools across the county has indicated the wide extent of the problem and the lack of other sources of funding. 

HOUSING

Bureau evidence has finally led to new legislation on tenancy deposits, which came into force in April 2007 and will resolve many of the problems tenants have faced over the years when landlords have withheld a deposit without good reason.

DEBT

Unreasonable bank charges for unauthorized overdrafts, direct debit non-payments, late payments, etc, continue to cause problems for clients and increase their indebtedness. In several cases, the bureau has challenged the charges successfully and obtained “goodwill” refunds.

ADMINISTRATIVE PROBLEMS

The bureau continues to see clients who have suffered from serious defects in administration by, for example, the Inland Revenue, the DWP, and, in particular, banks.
In one case, the Inland Revenue failed to correct a client’s records for several months after she had been mistakenly identified as another claimant for Working Tax Credit.
In another case, HSBC Bank’s use of call centres for customer contact prevented the bureau from talking to a named person in their debt recovery unit. The bank had failed to respond to a letter from the bureau, but the call centre insisted that there was no way the bureau could telephone the recipient of the letter.
These problems severely disadvantage the client but also reduce the effectiveness of the CAB service in assisting the client. They continue to be the subject of bureau evidence reports to Citizens Advice.