Our partners

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If you’d like to find out more about our mutually beneficial partnerships, please email our Corporate Partnerships team. 

Aviva

Aviva and Citizens Advice’s partnership aims to boost the financial resilience of individuals and communities across the UK. We partnered in late 2022 to increase the capacity of frontline advice services amidst a deepening cost of living crisis.

The initial investment enabled Citizens Advice to employ as many as 50 additional frontline staff across more than 30 UK locations to meet demand through the Adviceline telephone service. It also supported website content improvements which have led to a 10% rise in client self-service.

Since then, this partnership has become much more than simply providing funding. Aviva staff at all levels of seniority have engaged in skills-based volunteering, including:

  • a 12-month adviser secondment programme

  • executive level workshopping days

  • the recruitment of subject matter experts to respond to challenge statements around data, operations and transformation

  • a 4-year project to transform Citizens Advice’s webchat capability

Additionally, we recently launched a dedicated customer referral service for Aviva’s 16 million UK customers in need of advice, which will be provided on a free, confidential, and impartial basis - strengthening the support already offered to their vulnerable customers. This involved training Aviva’s frontline staff to identify and refer customers exhibiting signs of personal and financial vulnerability.

We are excited for the future of our collaborative partnership.

SGN, Northern Gas Networks, Wales & West Utilities

Gas Distribution Networks (GDNs) SGN, Northern Gas Networks, Wales & West Utilities working in collaboration have partnered with Citizens Advice to deliver the Energy Safeguarding and CO Safety Partnership across England and Wales. 

Through our Energy Advice Programme, Citizens Advice helps vulnerable people access expert energy advice, get better energy deals and improve their household income. We, with the GDNs, co-designed an energy safeguarding programme that expands on our existing service to help more low income households across England and Wales at a time of exceptionally high demand.

Through our partnership, we have been able to provide additional training to our frontline advisers to raise awareness of the dangers of carbon monoxide and provide energy and CO safety packs including CO alarms to people who need them.

Ovo Energy, E.on Next and British Gas

We have partnered with OVO Energy, E.on Next and British Gas who provide funding through the Warm Home Discount Industry Initiative to support the successful delivery of the Energy Advice Programme (EAP) across England and Wales.

This well-established programme provides energy advice to enable consumers to reduce fuel costs within their home. It also focuses on holistic income maximisation support by completing a full benefit eligibility check and looking at tailored solutions such as applying for energy grants, accessing fuel vouchers and applying for energy efficiency schemes to further reduce fuel costs.

Lloyds Banking Group

Lloyds Banking Group (LBG) and Citizens Advice have been working in partnership together since 2022. Our partnership aims to support Lloyds, Halifax and Bank of Scotland customers with their wider holistic advice needs by offering a direct referral into trained generalist advisers.

NatWest Group

NatWest Group (NWG) and Citizens Advice have been working in partnership together since 2015. Our partnership sees dedicated generalist advisers supporting NWG customers with an array of issues through impartial and independent advice. 

SGN

SGN has strengthened its partnership with Citizens Advice through the Vulnerability and Carbon Monoxide Allowance (VCMA). This provides vital funding for a new energy reach community project aimed at supporting some of the most marginalised and under-represented households in their network area.

This initiative specifically targets communities at greatest risk of fuel poverty and exclusion, those most vulnerable to cold homes and the challenges of the transition to net zero. By bringing expert energy advice and safeguarding services directly into these communities, we’re ensuring nobody is left behind.

Through this programme, individuals will receive:

  • crisis support to help those struggling with immediate financial hardship

  • specialist energy advice to keep homes warm and safe

  • income maximisation guidance to help households access all available financial support

Aligned with Citizens Advice’s mission to close the gap, this service will:

  • improve access for those most isolated from essential support

  • reach under-represented communities facing deprivation

  • reduce fuel poverty and empower people with knowledge to manage their energy needs

Together, SGN and Citizens Advice are committed to creating lasting change - helping vulnerable households navigate the cost-of-living crisis while building a more inclusive, energy-secure future.

Yorkshire Building Society

Yorkshire Building Society (YBS) and Citizens Advice have been working in partnership since 2021. YBS fund a face to face referral service in 40 locations across England and Wales. Our advisers are based in YBS branches up to 3 days a week, offering advice to YBS members and the wider community.