Advice service consultation

Background

We know the difference receiving information, advice and guidance in the right place and at the right time can have on a person, on families and on the wider community. For many, getting the right support can reduce fears and financial worries. It can also help people to access benefits they did not know they were entitled to or make a case for extra financial support.

We are committed to helping all residents in County Durham access support across a range of issues including managing money, debt management and access to benefits, plus a range of other areas including welfare, employment, housing, consumer rights and health and social care.

We do this through our Welfare Rights Team, and by funding services delivered by local charities such as Citizens Advice County Durham, who provide free, confidential and impartial advice and support to residents.

Good advice matters, but what people need and the way that they access it may vary and over the last 10 years we have seen a change in the types of advice that residents of County Durham are asking for. The 'cost of living crisis' has led to an increase in residents who are in work and just about managing their finances, reach out for help. Because of that we want to make sure that the advice services we fund continue to meet your needs. 

How you can help

We are currently reviewing our information, advice and guidance services. We want to continue to provide the most effective services for you, make it easy for you to know where to look for them, and get the best support in the way that suits your needs. By better understanding your needs, we can contract with the right organisations, offer you the right services and measure the difference it makes to you and your community.

We need you to tell us about:

• your experiences of looking for and using information, advice and guidance, good or bad
• the reasons you have not used information, advice and guidance services when you needed support
• how you would like to get information, advice and guidance in the future, such as appointments, telephone calls, online help or other ways
• the types of advice you would like to see offered in the future

Have your say

Update and what happens next

A full report of the review, including the consultation feedback was presented to Cabinet on 15 January 2025 for their approval. Cabinet approved the recommendations in the report to proceed with the recommended option to Enhance the current hybrid approach.

This includes exploring the opportunity to deliver more of this service through our partners. This is in response to resident feedback in the consultation that they prefer to seek information, advice and guidance from our partners.

This would mean some adjustments to how the service is delivered in the future so that its easier for residents to know where to go for support.

A procurement exercise is required to test the market and negotiate the total cost of delivery. It is anticipated this will conclude in the summer of 2025 and then we will be able to communicate any changes after this time.

To read the consultation feedback, go to Advice Review Consultation Findings (PDF, 200 KB).