Northwich Citizens Advice office to close and go remote

Mike Amesbury said the decision to move to a more remote way of providing advice via 'Community Access Points' should not be considered a long term vision.

Citizens Advice Cheshire West confirmed that both its office in Meadow Court, Northwich and the one in Ellesmere Port would close, in a bid to maintain social distancing for the safety of clients, volunteers and staff.

In a further blow, both Mr Amesbury and fellow Labour MP Justin Madders, who represents Ellesmere Port and Neston, say were not consulted on the closure plans, leaving them both feeling 'very disappointed'.

Explaining the closures, the charity's new Chief Executive, Jason Bishop said: "The covid pandemic has changed the way clients access Citizens Advice support and we have seen a large increase in telephone and digital.

"As a result we have introduced a free telephone service and email advice to make it easier for clients to contact us."

As a district with a large rural area, he said the the provision of a telephone service was an essential part of increasing accessibility to advice.

However, he also recognises the difficulties that some clients have in accessing the service, and the fact that some clients and issues just need to be seen "face-to-face".

He added: “Dedicated access points will be safe and confidential places where people can use our services in a variety of ways.

"This could be as simple as using a telephone at the venue to call our free adviceline, or it could be by having a pre-arranged face-to-face appointment with one of our staff or volunteers.

"Access points can enable people to have a video appointment, and they will often be places that our clients already go to for other support (such as foodbanks or community centres, or schools).

"Our ambition is to have an access point in every council ward in Cheshire West and Chester."

The charity will retain a presence in Wyvern House in Winsford as its head office and they will be keeping the interview room space they have there.

"Exactly how we deliver our services from the access points depends on a number of things," he added.

"Firstly, the government’s roadmap out of Covid.

"At present, the advice is that everyone should work from home if they can, and this is not due to change until June 21.

"At all times, we will take the safety of our staff, volunteers and clients into account, and carry out appropriate risk assessments before restarting in-person services."

Speaking about the decision, Weaver Vale MP Mike Amesbury said: “I am deeply concerned about the closure of the Northwich CAB office.

"I can understand why alternative arrangements had to be put in place to deliver a service in the depths of the pandemic that took into account the safety of staff, volunteers and the general public.

"I myself have had to make greater use of video conferencing and phone calls rather than face-to-face meetings in recent months.

"And I would like to praise the CAB for its excellent service in helping often some of the most vulnerable members of the community.

"But I have serious concerns about whether a remote advisory service, delivered through community access points, should be the long term vision given face-to-face meetings are a far more effective and personal way of communicating and offering support in what can be trying circumstances that require sensitivity, privacy and discretion."

Citizens Advice Cheshire West can still be contacted via our free Adviceline number on 0808 2787 806.