4 Annual Review 2026 5 In 2025/26, the support provided helped clients access £1.6 million they were entitled to, including through benefit claims.“That’s money that’s being put back into the local economy,” said Karen.“The impact is huge.” The charity received £20,000 over two years from the Dowker Bindloss, Pappagallino and Cumbria Funds. One client explained the difference the support of South Lakes Citizens Advice had made: “My advisor was amazing! She had such a perfect understanding of my anxiety and PTSD. “She was so knowledgeable about what support I could apply for and how to do that on my behalf, as I have dyslexia, so I struggle largely to communicate, both written and verbal. She made this process so much easier and took off the burden. This reduced the level of stress that I felt. She isn't even paid!” South Lakes Citizens Advice A huge amount of the amazing work done to improve lives across Cumbria would not be possible without the thousands of unpaid volunteers who give up their time week in, week out. Nowhere is that more true than at South Lakes Citizens Advice. Alongside a team of nine paid staff, 25 volunteers offer their expertise and empathy to make life a little easier for thousands of people every year. In 2025/26, the charity helped 2,749 clients with 10,149 issues, from advice with managing debt and applying for benefits to problems with housing, employment and relationships. Chief Officer Karen Evans said: “We couldn’t deliver our services without our volunteer team. There’s a lot of strength in having a volunteer team and the volunteers are really good at supporting each other. They have a broad background; some have lived experience of the issues they are helping others with. They offer empathy, rather than sympathy. Volunteers are asked to commit eight hours a week, with most doing a full day at the Kendal office. Three volunteers are based at the Ulverston hub which is open two days a week. A typical day sees volunteers arrive for a briefing at 9.15am, where they are given updates on any changes in guidance or legislation and any fundraising income, and cases are allocated. Volunteers carry out different roles, with some answering phone and email queries and others carrying out specialist work, such as on the Macmillan Cancer Support team, helping those with cancer and their families. General advisor volunteers have appointments with clients from 10am to 1pm, then spend the afternoon writing up notes, sending follow up emails, making phone calls and doing all they can to get the best outcomes for people in need. Karen said: “I don’t like to hear people saying ‘I’m only a volunteer’. They provide a vital service.” Susan Maingay and Chris Tribble, both retired academics, have been volunteering as advisors for 10 years and eight years respectively. “It’s a very good volunteering job,” Susan said. “It’s interesting. It keeps your brain active. "You don’t have to know everything to start with – you just need to know how to find it out. I had no idea how the benefits system works. I’ve learned a lot about how things work. “Part of the job is to get clarity. It’s talking to people who bring their problems and issues here, with a lot of teasing the information out of them, finding out what their situation is. “People take notice of a letter from Citizens Advice when they’ll quite happily ignore clients’ letters. “Sometimes there’s a limit to what you can do but people feel better just for having been listened to.” Chris explained how emotionally challenging the role could be. “People come in desperation, at their wits end with the bailiffs at the door. There’s huge hidden poverty in South Lakeland. The relief you can see flowing away from people as they talk to you is enormous.” REDUCING POVERTY Providing opportunities to support people on low incomes Volunteers Chris Tribble and Susan Maingay FUNDHOLDER SPOTLIGHT We were delighted when the owners of one of Cumbria’s most iconic brands got in touch to say they would love to set up a fund with CCF. We worked with the team at Grasmere Gingerbread® to create the Sarah Nelson Fund, named after the woman who invented the worldfamous treat. The fund was launched in 2025 and supports projects that help people who are homeless or at risk of homelessness; improve education for children and adults; encourage creative and sustainable business ideas; or tackle food poverty. These four themes reflect the life of Sarah Nelson, who overcame poverty through resilience, creativity, and community spirit. Co-owner Andrew Hunter said: “We cannot think of a better way to honour Sarah Nelson’s wonderful legacy and we hope that our contribution will help to sustain projects in areas close to our hearts in the months and years to come.” Projects funded so far include a community dropin centre run by homeless charity Carlisle Key, a cooking club at Calderwood House homeless hostel in Egremont, and staff costs at Kendal homeless charity Manna House. Some of the volunteers at South Lakes Citizens Advice
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