About Us

Statistics for 2017/2018

Clients seen in both our Loughborough & Shepshed offices = 5253
Average waiting time = approx. 21 mins

We dealt with 11,454 issues for people

The value of our Volunteers = £255,921.00

Citizens Advice Charnwood's aims are:

  • to provide the advice people need for the problems they face
  • to improve the policies and practices that affect people's lives.

We play an essential part in helping anyone living or working in the borough of Charnwood by providing information, directing them to the best source of help for their issues and giving advice through trained generalist advisers and specialists. The service we provide is free, independent, confidential and impartial.

The advice we give covers all categories of social welfare law, although over 60% of our work actually relates to debt and welfare benefits. Other areas we cover include housing, employment, consumer, family & relationship issues and basic immigration queries.

Citizens Advice Charnwood is a registered charity and company and was established in the 1940s – the first Citizens Advice bureau in Leicestershire. There are 382 Citizens Advice offices across the country making up the Citizens Advice service.

The membership organisation, Citizens Advice is based in London and sets the quality standards for all Citizens Advice offices. It also provides up-to-date information sources for our use and raises, at a national level, the issues affecting people's lives with those who are causing them, thereby helping all Citizens Advice offices to exercise responsible influence on policy makers. See Research&Campaigns for more information.

How we operate

As well as 9 trustees/directors on our Trustee Board, we have 8 paid staff and over 40 volunteers who work at our offices in Loughborough, Shepshed and Syston - Find Us & Opening Hours.

Our advisers and specialist advisers work with people to sort out debt worries and claim all the benefits they are entitled to. We can help with housing and employment problems or deal with queries about consumer or tax issues. We can advise on legal matters, answer questions about immigration and we have experience of dealing with family and personal concerns too. We can also negotiate with companies or service providers such as creditors. More information available at Get Advice.

We also provide a Money Advice Service for people with financial problems or struggling to make ends meet.

All our work is audited for quality purposes so clients can rest assured the service they receive is of a very high standard.

Citizens Advice Charnwood has a close working relationship with a number of Partnerships, with the aim of working together to help our clients.

We campaign locally and nationally for improvements to services and legislation. We gather evidence from our clients and pass this on to our membership organisation, Citizens Advice, in London so they can lobby and influence the policymakers in government. We also bring local issues to the attention of our MPs and local councillors so we can have some influence on local policies. More information available at Research&Campaigns

Citizens Advice Bureaux provide a confidential service to clients. Nothing learned during the course of dealing with a client (including the fact that an enquiry has been made) will be passed to anyone outside the service without the client's express permission (other than in exceptional circumstances). Interviews are held in visual and aural privacy. Clients are not required to state the nature of their enquiry in front of others. Referrals are made only with the knowledge and consent of the client.

We store information about our clients electronically on our computer system. Any information given to us, including personal details, are treated in strict confidence according to the Data Protection Act.


Citizens Advice in Loughborough started its life in June 1940 in the Library on Granby Street when it was primarily concerned with giving advice to visitors to the town. In 1943 it was reported that 450 queries were dealt with. In addition, 90 Red Cross messages for transmission to enemy countries and 81 received.

Later the Women's Voluntary Service undertook this work and operated from their ex-army hut near to Victoria Street. Towards the end of 1958 Citizens Advice was relocated back to the Library and operated from the Bow room of Island House. This building was later demolished and the newer current Library built. The Citizens Advice then moved to John Storer House where it remained for several years until the move in 2011 to its current base in Woodgate Chambers.

Charnwood CAB at Woodgate Chambers