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Norfolk Citizen’s Advice Bureau - Norfolk VCSE Covid Stories

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Norfolk Citizen’s Advice Bureau would normally conduct around 75% of their support face to face. Over three days they moved to 100% remote support model via phone, email and webchat.  

During the first four weeks of lockdown 1,746 people in Norfolk would receive remote support and advice securing £590,000 in financial outcomes for those individuals. The complexity of cases would increase together with a changing demographic with greater numbers of younger employed people seeking support. Peaks in demand would be linked to new universal credit claims rather than the path of the virus. The next four weeks would see a similar picture with 1,450 supported with nearly 4,600 issues identified and a further half a million in financial outcomes. The continued shift in the demographic of those needing support would highlight the impact of Covid-19 on our whole population but also prompt concern as whether the more marginalised groups were being reached.

This is part of a series of short examples of the huge contribution made by local VCSE organisations in response to the Covid-19 pandemic. To understand more about the pivotal role played by Voluntary Community and Social Enterprise organisations in Norfolk’s Covid-19 response effort please read our Norfolk VCSE Covid-19 Story page.