Citizens Advice Bureau - Annual Review 2025/26

The Glasgow (Central) Citizens’ Advice Bureau is a company limited by guarantee Company Number 146212. Registered as a charity by OSCR Number SC001130, Regulated by the Financial Conduct Authority FRN 617459 Registered Office Level 3, The Mitchell Library, 201 North Street, Glasgow G3 7DN Design and production Big Think Agency. WE WISH TO THANK: The Glasgow City Council, Glasgow Life, Citizens’ Advice Scotland, Foundation Scotland, The Bank of Scotland Foundation, Glasgow Helping Heroes, and others for financial and other forms of support. Special thanks to the Volunteers, Board of Directors and Staff for their loyalty and commitment. CASE STUDY 1 BENEFITS THAT MADE A DIFFERENCE A client was referred to an Outreach Worker on location by the Glasgow City Council South Homelessness Casework Team. The client was a single female, pregnant and shortly due to give birth. She had no fixed abode and was residing with her sister. Although still employed full-time she was on maternity leave and financially reliant on Statutory Maternity Pay at £200 per week. She was given a benefits check and assistance in making applications as the check revealed she was still entitled to receive Universal Credit - for in and out of work, housing element if securing a tenancy and child element, Child Benefit, Scottish Child Payment, Best Start Grant and Best Start Foods. The client was given a copy of her benefits check and a link to the CAS public website for further information. After the birth of her child, she was given assistance in applying for Universal Credit and was awarded £535.69 per month, Scottish Child Payment at £28.20 per week, Best Start Grant, Best Start Foods and Child Benefit of £27.05 per week. CASE STUDY 2 HOW TO ACCESS SERVICE This client, from Somalia, presented as fleeing from domestic abuse. She was aged 31, a single parent of 4, unable to work as caring for a child with epilepsy, pregnant and dependent on friends for food and essentials as she had no money. Having no ID the adviser helped apply for a provisional driving licence which then allowed proceeding to open a bank account and claim Universal Credit. Then being granted £1,688.60 Universal Credit the client was able to access this via online banking. Further applications were made for Scottish Child Payment, Child Benefit and Child Disability Payment. With the children at school an application was made to the council for school uniforms. The client needed help to support her family and maintain a safe environment and, with assistance, gained access to a social worker who provided her necessary requirements to ease her living. The client was very grateful for the help from the CAB as, prior to this intervention, she did not know where to turn and hadn’t even heard of Social Security Scotland or services available. CASE STUDY 3 RESULT OF PERSISTENCE A single mother of 3 had her Universal Credit reduced as she had failed the Habitual Residence Test and was deemed to have no Right to Reside. She had to rely on support from her estranged partner from whom she had fled for fear of matrimonial violence and was placed in emergency accommodation by the council. Being unable to provide for her children she had to return them to their father with whom she had little contact. All of this affected her mental health with stress and anxiety leading to severe depression. She had lived in the UK since 2020 and had a valid but outstanding application to the European Settlement Scheme. Meantime, the adviser applied for crisis grants and directed her to food provisions in the city. However, having to access services in different areas exacerbated her stress. She had a work history but no payslips or access to a previous bank account. Assistance was given to set up a Government Gateway account which provided her employment record. This formed a basis to challenge the Right to Reside decision and her eligibility for Universal Credit. The adviser also contacted the Department for Work & Pensions to fast-track their decision due to the client’s vulnerability. A result, in her favour, was reached within 5 days and backdated for 3 months. Her Universal Credit allowed her to immediately reunite with her children and have them returned to her. Each stage of the advice process had to be negotiated and substantiated but, in the end, gained satisfaction and gratitude. Open Mondays – Fridays. ....................................................................... 09.00 – 17.00 Drop-in Service . ......................................................13.00 - 16.30 starting with triage Appointments by arrangement mornings .................................................. from 09.15 Drop-in service .........................................................................................13.00- 16.30 (Sessions within these times may vary according to demand and capacity) Telephone Reception & Switchboard ..................................................0141 552 5556 Email: .................................................... .office@glasgowcentralcab.casonline.org.uk Website .................................................................... .www.glasgow-central.cas.org.uk