Significant Activities

The principal activity of Kingston Citizens Advice remained the provision of free, confidential, independent and impartial advice, information and counsel for members of the public. This is provided through the main bureau and associated outlets in New Malden, Chessington, Kingston County Court and Kingston University Students Union. In addition to our generalist advice, specialist services were offered in the fields of Welfare Benefits, Debts, Housing and Employment.

Advisory services were provided through:

face-to-face consultations,
telephone advice lines and
various outreach services at community centres throughout the borough, such as:

Welcare House,
Kingston Racial Equality Council,
Domestic Violence one stop shop and
Community Advice shop.

KCABS deals with an average of 250 client contacts per week. The main enquiry areas are Welfare Benefits (30%), Debts ( 34%), Housing (13%) and Employment (12%). Other areas for enquiries are legal matters, immigration, family and relationship issues, health and related matters. Our volunteer advisers work an average of two days per week and it takes about 12 months for them to be fully trained to the exacting standard which is required. We support clients in a range of ways, from listening and giving information through to representing them in courts and tribunals.

Our significant activities in furtherance of our objectives and aims include the following:

Consolidate our diagnostic interview system.
Develop our law students project.
Develop and run an in house training programme from information gathered at annual appraisals with all staff.
Continue and develop our current partnership and local liaison work, including the referrals network
Establish an understanding of the wider operating environment both for the advice sector and the voluntary sector generally and ensure that all development work for KCABS is in the context of the changing environment, safeguarding the future of our service to clients.
Secure additional funding to ensure sustainability of the service.
Maintain external quality accreditation - we were audited by Citizens Advice in 2005-06.

KCAB case examples:

Client in receipt of Incapacity Benefit – off work for over a year suffering from depression and anxiety. Had priority debts (rent arrears, council tax & fuel debts) also County Court Judgment (CCJ) for recovery of overpayment of wages. Initially only able to give advice not act for him as he had £500 debt to loan shark that he was paying back at £25 per week (roughly 25% of his weekly income) but he was not prepared to declare loan and wished to continue repayments.

Assisted to dispute rent arrears on disrepair grounds – without hot water for 6 months because the gas heater broke down and the council failed to repair it.

Advised on how to challenge overpayment of wages as he disputed amount. Client then returned several weeks later. He had not taken action to challenge CCJ and case had been referred to High Court for recovery. Now with High Court appointed bailiffs. Negotiated repayments of £1 per month. Now assisting client to look at possible administration order/bankruptcy.