The 2025 annual report revealed that last year it saw 3,043 clients, but a survey held in autumn showed the mean average client contact time increased from 51 minutes in 2024 to 54 minutes in 2025, equating to an additional 150 hours of adviser time over the year.
‘This highlights the increasing complexity of client needs and the growing demand on our adviser resources,’ said CEO Ali Marquis.
‘This year has been one of significant transition, growth and collaboration for CAG.
‘I am proud of what we have achieved together and grateful for the commitment of our staff, volunteers, partners and supporters who continue to enable islanders to access independent, impartial, free advice when it is most needed.’
The charity spent its first full year in its new home at the Grow hub, after moving from the Bridge over Christmas 2024.
Chairman Jonathan Dell said the move had been a positive experience for all.
‘Being in the wonderful building at Grow has not only improved working conditions for our staff and volunteers but is a more welcoming environment for our clients,’ he said.
Among plans for 2026 is the roll-out of CAGs new website.
‘For a number of years, we have been considering how we reach and serve more younger people,' said Mr Dell.
‘This remains an area of significant focus with us exploring better ways of using social media and how our delivery can be enhanced using AI.’
In 2025, a number of new volunteers joined, and four advisers were recruited and trained.
There is a pipeline of potential new advisers for this year.
The charity welcomed two new committee members and five admin volunteers, including someone to focus on social media and communications.
CAG also introduced Casebook, the national Citizens Advice case-recording system.
It was a significant change and required two weeks of training while the office was closed to move premises.
While the new system means data cannot be directly compared with previous years, it will support improved data quality, reporting and service planning in future years.
‘I thank Ali Marquis, her team, the volunteers, and the management committee for their continued hard work and support,’ said Mr Dell.
‘We remain dedicated to providing a free, independent, confidential, and impartial service.’
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