Citizens Advice consumer advice and advocacy annual report 2025-26

Citizens Advice consumer advice and advocacy annual report 2025-26 5.23 MB

The start of 2026 has seen renewed attention on the cost of living, as global instability threatens to push prices up once again. But this is a crisis that has never gone away for many of those we help. In 2019, our average debt client had a £20 monthly surplus after paying for essentials. But since 2022, they are consistently in the red. A renewed period of price spikes would be devastating for this group and our service needs to be ready to support them.

This year, we’ve been focused on how to meet these challenges. We want to provide advice that’s fit for the future, alongside early action on the problems driving people into crisis. Our consumer work is central to these aims. Last year, nearly 6 million people accessed our help on consumer issues, and our consumer service saved them £158m. For many households, the support we provide - from a resolved energy billing issue to accessing a water social tariff - gives some vital financial stability at a time when they can feel their options are exhausted.

And the insight we gain from these interactions sits at the heart of the intelligence we share with government and regulators. Over the last year, our recommendations have led to an increase in energy efficiency standards for private renters, strengthened the Telecommunications Consumer Charter and helped shape the future of the postal Universal Service Obligation. As we prepare for a challenging outlook in the year to come, we continue to draw on our dual strengths as both an advice and advocacy organisation, supporting those in immediate need and working to prevent others from reaching crisis point. 

Dame Clare Moriarty

Chief Executive Officer, Citizens Advice