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Top marks from clients and stakeholders

Clients and stakeholders have both given Citizens Advice Westminster (CAW) top marks  in its latest quarterly client experience survey. This is particularly impressive given the challenges of maintaining the quality of its service and performance levels during the lockdown, and the move to remote working from home for staff and volunteers. Yet during these difficult times, the service has still been very effective in helping clients find a way forward. As the service statistics demonstrate, between April 2020- March  2021, we saw an increased demand for all our services and, in particular, a 50% increase in universal credit clients and a 30% increase in housing clients.

There were also increases in cases relating to discrimination and hate, employment, and in the number of  working age clients seeking our advice.

The words of our grateful clients describe the valuable support they have received:

“Your staff are always wonderful and make sure I am taken very good care of  and when

I am with you. they go out of their way to provide the best advice/care possible, particularly for someone in my condition who is unable to leave my flat due to my complex medical conditions. Thank you everybody  I have dealt with in the Westminster office, they are all very caring and I appreciate everything you do for me.”

“CAW has been very helpful, and I only got a Personal Independence Payment  because of you. Previously it has always been very difficult for me to fill in the form. I am very happy.”


Stakeholders value the quality of our support.

The comments of stakeholders paint a very positive picture of the way in which CAW engages and supports stakeholders and partners across the borough. We scored 94% for quality and 83% were satisfied with our engagement.


“Can do attitude of Westminster CA”

“Approachable, Empathetic, Experienced”

“Very responsive, happy to learn, quick to adapt”

“Easy to contact. Friendliness. Knowledge of the issue”

“CAW continuously strives to develop and improve services and therefore positively challenge us to think of better ways of doing things to support our client group.”

“ We are connected with an organisation that has a wealth of experience in delivering advice and willing to share those good practices. Working in partnership with CAW,  who has a fantastic reputation in Westminster, allows us to better promote the accessible advice services we offer to deaf residents.”











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