Our research and campaigns
At Norfolk Citizens Advice, our work doesn’t stop at helping people with individual problems.
Alongside advice, we use our unique insight into residents’ experiences to help change the policies and practices that cause those problems in the first place.
Every day, our advisers, staff, and volunteers see how national decisions and local services affect people’s lives. By anonymously collecting evidence about the issues our clients face, we are able to highlight what isn’t working, and push for improvements locally and nationally.
How we use evidence to create change
We collect data, case studies, and statistics anonymously, so individual clients can never be identified. This evidence helps us shine a light on recurring problems and their real‑life impact.
We use it to:
Influence decision‑makers, including MPs, councillors, government departments and regulators
Work constructively with local authorities and service providers as a ‘critical friend’, sharing insight on how policies affect residents in practice
Challenge organisations and companies where systems, processes or behaviour are causing harm
Support national Citizens Advice campaigns by feeding in local evidence from Norfolk
Raise awareness of social issues affecting communities, such as digital exclusion, access to healthcare, transport in rural areas, debt, energy costs, housing insecurity and employment rights
CEO Mark Hitchcock alongside representatives from the Norfolk Community Advice Network (NCAN) outside Westminster Abbey, as part of the cost-of-living campaign.
Our local work in Norfolk
Norfolk is a large and largely rural county, and the challenges people face here can differ from those in urban areas. Issues such as limited public transport, access to services, fuel poverty, broadband connectivity and digital exclusion can have a serious impact on people’s ability to manage their finances, health and wellbeing.
Because we work directly with residents every day, we are able to spot patterns quickly. For example when a local policy, service change or national system is unintentionally leaving people worse off.
We use this local insight to:
Share evidence and feedback with county, district and borough councils
Engage with local health bodies, housing providers, utilities and voluntary sector partners
Contribute to consultations and forums where decisions affecting Norfolk residents are being made
Flag issues early so they can be addressed before they affect more people
Working together for a fairer Norfolk
Research and campaigns work happens at every level of Citizens Advice, from advisers recording evidence during appointments to people sharing their experiences to help drive change.
Whether it leads to improvements in local services, changes in council practice, or influences national policy, this work helps ensure that the voices of Norfolk residents are heard and acted on.