Citizens Advice Charnwood (CACh) – Who We Are and What We Do

Who we are
At our heart we are about people helping people – volunteers working alongside paid colleagues to give our clients the knowledge and confidence they need to find their way forward with the issues and problems they are facing.
We are a local charity, based in Loughborough and staffed mainly by volunteers. We rely on grants from Leicestershire County Council, Charnwood Borough Council and Shepshed Town Council and donations from local businesses and local people. We are also dependent on the contribution made by our volunteers – in 2024-25 the total value of volunteer time was £247,963.
CACh is one of a network of countrywide, independent, local Citizens Advice charities that come under the National Citizens Advice. Currently we have 47 volunteers some of whom are Trustees and support workers, but most of whom are advisers. They work alongside eight part-time paid staff who manage the service and offer specialist help, including financial and debt management and energy advice.
Thoughts of one of our recently trained Volunteer Advisers –
“Over the months, I saw how much the service relies on generosity, not just of time, but of dedication. Every volunteer I met brought something unique: patience, empathy, but all with the shared belief that everyone deserves support when life gets complicated. Behind it all are the donations that keep the lights on, the computers running, and the doors open to anyone who needs advice”. Georgia (Generalist Adviser)
What we do
We give free, confidential advice across the broadest range of areas – from money and debt to benefits, housing, energy, work and so much more. People rely on us because we’re independent and totally impartial. The total number of clients seen by CACh in 2024/25 was 3,785 and the number of issues dealt with 14,282.
Most of our advice is given over the phone with follow-up appointments where necessary and we operate four days a week, mainly from our offices in Woodgate Chambers in Loughborough.
“When I first walked into Citizens Advice in Loughborough over a year ago, I didn’t quite know what to expect. I just knew I wanted to help. The small office buzzed with determination, the phones ringing, volunteers typing, and clients waiting nervously for guidance. It wasn’t long before I realised that every conversation, every form filled, and every call answered makes a real difference to someone’s life.” 
Georgia (Generalist Adviser) 
We also see people in Shepshed twice a week and Syston once a week and more information about this and our opening times and where to find us can be found on our website – https://www.charnwoodcab.org.uk/opening-times
We speak up for people
All the issues that our clients, and those of Citizens Advice offices across the country, seek help with are recorded on a national database. No one else sees so many people with so many different kinds of problems and that gives Citizens Advice a unique and unmatched understanding of the issues that are affecting people in our society. It allows the National CA to identify patterns so it can advocate for change in policies. If a problem is specific to the Charnwood area, our Chief Officer will bring it to the attention of local politicians and councillors.
We are here to help everyone who needs it with practical advice you can really trust.
“Every time a client leaves with a smile or a little more hope it reminds me of why Citizen’s Advice matters so deeply. It’s a safety net woven together by volunteers and the generosity of donations”.
Georgia (Generalist Adviser)
Everyone at Citizens Advice Charnwood wishes you a very Merry Christmas and a problem free and Happy New Year.