Chairman: Councillor Thomas Hoof | Clerk: Ralph L Morgan (BA Hons)

Citizens Advice increases capacity during Covid-19 crisis

April 15, 2020

Local advice charity Citizens Advice Telford & Wrekin increases capacity to help people with problems during Covid-19 crisis

Summary: The charity has this week increased the number of staff and volunteers staffing its local telephone lines and a new email information service. This means that they can help more people with COVID-19 queries.

The public can get help and advice on issues such how to claim top-up benefits, managing household payments, cancelling holiday plans, and employment worries such as being laid off or furloughed. They can also help with legal matters, debts and much more. Despite the challenges, Citizens Advice Telford & the Wrekin are determined to carry on. They can be contacted on:
Local numbers : 01952 567193 or 01952 567173

In the light of the present crisis Citizens Advice Telford & the Wrekin have established a network of staff and volunteers working from home to offer services to local people through websites, telephone calls and emails. You can also write to them.

Citizens Advice Telford & the Wrekin CEO, Caro Hart said:

“It is a new way of working, but we find we can help people just as effectively through telephone and email; including helping people fill in forms, deal with complicated matters and to get the information they need for themselves and their families.

We want to help even more people with the problems they are experiencing through the COVID-19 crisis and so we have added more ways to reach us.

People can access a comprehensive range of advice and information through national website but if that doesn’t answer the question, they can contact Citizens Advice Telford & the Wrekin for more help:

• Ring 01952 567193 or 01952 567173 all callers will be asked about their problem then they will be called back by one of our advisers for a more in-depth interview.
• The best way to contact us is by email queries to or write to Citizens Advice Telford & the Wrekin, 40 Tan Bank, Wellington, TF1 1HW. People should ensure that they include their name, post-code and telephone number if possible so that it can be passed to the right person.
• 01952 567174 which is for people wanting food parcels
For updates on what services Citizens Advice Telford & the Wrekin can offer and local help and information, please see;

Notes to editors:

1. In response to the emerging COVID-19 pandemic and in order to remain within government guidelines, Citizens Advice Telford & the Wrekin have closed their drop-in and appointment services at 40 Tan Bank and their community outreach services. However they remain committed to offering a service to the people of Telford & the Wrekin and will still offer advice and information online, by telephone, email and by letter.
2. Citizens Advice Telford & the Wrekin is an independent local charity, mainly funded locally, to address the needs of the communities of Telford & the Wrekin. It receives no government or statutory funding.
3. We are affiliated to the national charity Citizens Advice and part of the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.
4. We offer help that is free, confidential, impartial and independent.
5. We help more than 15,000 people per year with 20,000 problems, face-to-face and by telephone.
6. Citizens Advice Telford & the Wrekin is open at its premises in Wellington five days per week (until 7pm on a Tuesday) for general enquiries, and help is available by appointment at First Point, Southwater every day. It also has outreach services in Newport, Madeley, Dawley, Stirchley, Oakengates, Hadley, Leegomery and Woodside.
7. Our services are delivered by over 80 volunteers and 30 paid staff.
8. The top issues people ask us about are benefits, including Universal Credit, debts, housing and employment.
9. As well as general information and advice, we have a range of other services:
a. Debt advice and casework support
b. Help to Claim for Universal Credit Claimants which is available at the Job Centre Plus in Telford five half-days per week and has outreach sessions in Brookside and Sutton Hill.
c. Helping Hands for people with a financial crisis who are vulnerable with mental ill-health or homeless.
d. Strengthening Families working with the support workers for families with complex needs.
e. The Armed Forces Covenant Project runs two drop-in information hubs for people who are serving, have served, and their families.
f. Energy advice and information; switch and save offers talks and 1:1 appointments.
g. The domestic and emotional abuse project is helping to increase awareness about all forms of domestic and emotional abuse.
h. The UP UP Project – a school Uniform Bank
10. We campaign on issues that affect local people such as loan sharks and scams.

Our website is

For media enquiries:

Contact: Caro Hart, CEO
Tel: 07887951071

Last modified: April 15, 2020