Citizens Advice will provide you with:

• Confidential advice. We will not tell anyone about your case and will not pass on anything from our records to anyone outside of Citizens Advice service without your permission unless we are required to do so by law or it is the right and necessary thing to do. Our records are subject to quality checks. We will respect your data protection rights for any information you provide us. Please ask to see our Privacy Policy if you would like to know more.

• Follow-up work. Any follow-up work will be agreed upon between your adviser and you. This may include negotiating on your behalf with other organisations by letter or phone. We will discuss any offer with you before accepting it unless you have specifically told us what to do.

• A complaints procedure, If you are not satisfied with the service we have provided. If you wish to complain, please ask for the leaflet which explains how to complain.

We cannot guarantee to take on all cases, even if someone is already a client. We may have to stop advising you if we believe we cannot make progress on your case for you or there is no further good outcome that can be gained, or if you do not do what we expect of you.

In return, we expect you:

• To keep appointments you have made with us or let us know in advance if you can't make it.

• To inform us of any changes in your circumstances that may be relevant to your case. Examples of relevant changes are change of address, the birth of a child, additional income.

• To bring in all the papers relevant to your case which your adviser asks for. This includes notification of court or tribunal dates etc.

• Not to take action on your case on your own behalf without discussing it first with your adviser.

• To provide written evidence of your income, debts, or other financial matters where appropriate. Your adviser will let you know what is needed.

• To follow our advice - unless you and your adviser agree that you should do something different.

• To be honest with us about the circumstances of your case, for instance by telling us about all your debts and income or what led up to your being asked to leave your employment.

• To always treat our staff and volunteers with dignity and respect.

We reserve the right to stop advising you if:

• You turn down a reasonable offer from the other party because you wish to take the matter to a tribunal or court hearing. Your adviser will discuss with you whether an offer is reasonable in the circumstances.

• You do not follow our expectations listed here.

Citizens Advice 1066  Environmental Management Policy: our commitment to Net Zero 

 

1. Introduction and scope

1.1 “Sustainable development” is development that meets the needs of the present without compromising the ability of future generations to meet their own needs.  A key part of this is to ensure that we protect the environment.  This policy aims to ensure that Citizens Advice 1066 manages and mitigates, as far as possible, the impact of its activities on the environment.  We consider this to be the duty of a responsible recipient of public funding.

1.2 This policy applies to all Citizens Advice 1066 employees and premises, and to services, agency staff and contractors funded by the bureau. 

2. Principles

2.1 Citizens Advice 1066 will follow the principles of Reduce, Reuse, and Recycle, and will give high priority to reducing its impact on the environment.

2.2 The policy will have a three-yearly action plan with targets that will be monitored and which fits in with the bureau’s business plan.  

2.3 This policy will not result in passing on financial costs or environmental burdens to staff or partners. The focus will be on rewarding good rather than penalising damaging activities.

2.4 Every activity and project will as part of its management routines consider its environmental impacts and how these can be mitigated.

2.5 We will provide education and training to staff to ensure that all staff are aware of this policy and how they can contribute.

3. Responsibilities

3.1 Citizens Advice 1066 recognises that all staff share responsibility for the environment. 

3.2 Citizens Advice 1066 will, as appropriate, determine who:

• will promote the policy and co-ordinate related work
• is responsible for monitoring energy and water use and providing guidance to staff on best practice
• is responsible for ensuring the environmental impact is taken into account when supplies and services are being contracted.

3.3 Citizens Advice 1066 will determine whether to establish a Staff Group for all staff interested in this area to discuss practical steps towards a greener future, to share and champion local initiatives, and monitor the application of this policy.  It will determine whether to establish a Green IT Group to champion green issues that relate specifically to IT, including investigating practical solutions to concerns that have been raised.

4. Key environmental impacts

Continuous environmental improvement

Citizens Advice 1066 sets an expectation for continuous improvement, we are committed to continuing to reduce our environmental impact. This includes working collaboratively with staff and our suppliers and subcontractors to improve our carbon reduction efforts. Additionally, we are open to adopting new technologies and practices, and encourage our staff, sub-contractors and partners to suggest improvements and innovations that we could adopt.

4.1 The principal environmental impacts created by the activities of Citizens Advice 1066 are:

• Direct use of non-renewable carbon fuels in its buildings
• Direct use of non-renewable carbon fuels in transport
• Indirect emissions resulting from the use of electricity in its buildings
• Use of scarce and/or non-renewable raw materials in the items it purchases
• Disposal of waste products.

5. Premises

5.1 emissions reduction: our direct and indirect emissions from heating and powering our offices are partially determined by the age and structure of the buildings we lease (one is listed, the other is converted retail premises). However, we are taking measures to mitigate these impacts, and will continue to do so to reduce the emissions associated with delivering our services. We carefully control heating systems and monitor office temperatures to minimise energy use, and longer term will investigate insulation and heat pump options, subject to landlord involvement. Our Bexhill office already benefits from energy-efficient lighting, and retrofitting of LED lighting is proceeding in stages at our St Leonards office. Only essential electrical equipment is left switched on out of office hours, and auto-shut-off instantaneous water heaters have been installed in some toilets.

5.2 Citizens Advice 1066 will seek to reduce the amount of energy and water used within our premises. We will ensure that all our premises are energy- and water-efficient.  We will identify where capital investment can provide cost-effective returns by saving energy and money.

5.3 If we move premises we will assess potential buildings for environmental impact, as far as resources allow.

5.4 We will seek to influence the managers of buildings in which we have outreaches to make their premises and practices as sustainable as possible.

6. Transport

6.1 staff travel: A significant portion of our indirect emissions (Scope 3) arises from staff travel and the activities of subcontractors. To mitigate travel-related emissions, we use IT services that enable staff to work from home for up to 60% of their contracted hours, and encourage staff to use public transport and bicycles wherever feasible. When private cars have to be used, we optimise travel schedules to minimise the overall distance travelled. In future, we will seek to make use of shared-access electric vehicles when they become available in our local area.

6.2 We will reduce the number of face-to-face meetings by encouraging increased use of telephone and video conferencing.  We will, however, take into account the continued need for face-to-face meetings where teams are working remotely.

6.3 Citizens Advice 1066 will ensure that all office locations, training venues and meeting locations are easily accessible by public transport.

7. Resources, Materials, and Recycling

Citizens Advice 1066 is committed to sustainable resource use and waste reduction across all operations.

• Sustainable Sourcing: We prioritise eco-friendly materials, choosing products made from recycled or renewable sources and certified by sustainability standards. We also aim to procure energy-efficient equipment to reduce our carbon footprint.
• Minimising Resource Use: We promote paperless systems, reduce printing, and avoid single-use plastics wherever possible to limit material consumption.
• Waste Reduction and Recycling: Recycling facilities are available in all offices, and we work with sub-contractors to ensure compliance with waste management regulations. We also encourage reuse of materials and responsible disposal of non-recyclable waste.
• Circular Economy: CA1066 collaborates with suppliers who emphasise repairability and recycling, ensuring materials removed during installations are handled sustainably.

Supplies and purchasing

7.1 We are committed to reducing the environmental impact of our operations, and will seek to reduce supplies and products used.

7.2 Citizens Advice 1066 will minimise as far as possible its use of paper, and will seek to maximise electronic communication.

7.3 Staff are encouraged to print out only essential documents and to print double-sided where technology allows. The need for printed materials will be kept under constant review, and over-ordering will be discouraged.

7.4 Wherever practicable, products used will be:

• Zero-waste products.
• Produced in an environmentally sustainable manner.
• Those which demonstrate maximum durability or biodegradability.
• Repairable.
• Energy-efficient in production or use.
• Non-toxic in production or use.
• Reusable or recyclable.
• Made of recycled materials.

Disposal of waste

7.5  Citizens Advice 1066 encourages the reuse and repair of products, to avoid premature disposal.

7.6  Each location will ensure the maximum recycling of paper, cardboard, glass, plastic, tins, batteries and printer cartridges. Where possible, specific recycling bins will be used and labelled appropriately.  

7.7  Redundant furniture, IT equipment and mobile phones will be donated to other users, or recycled.

8. Awareness and education

8.1 We realise that staff who are well informed are more likely to assist in reducing the environmental impact. We will highlight and publicise helpful reports and guidance to staff and we will encourage all staff to read and learn from these. Where appropriate we will support links with external organisations which can help raise awareness and provide guidance.

8.2 subcontractor activity: we extend environmental responsibility to our supply chain by requiring all subcontractors to provide an Environmental Policy, which must include concrete plans for reducing greenhouse gas emissions, especially during installations of energy efficiency measures. All subcontractors must meet relevant environmental and safety standards. We will also monitor subcontractor performance against contractual environmental commitments, ensuring that they adhere to a policy of pollution prevention and sustainable resource use.

9. Monitoring and review

9.1 This policy will be reviewed no later than 12 months from the date of approval.

9.2 2024/25 A baseline carbon emissions level will be determined for the organisation. A plan will be developed by the Office and Premises Group to set out key actions for reducing carbon emissions and a timeline for reaching Net Zero. The action plan will be monitored by the Board on a quarterly basis.