Meet some of our volunteers

Here are some of our volunteers’ stories in their own words.

Jaspreet

What part of your volunteering do you find most meaningful?

The most meaningful part for me is helping clients directly. When someone comes in worried and leaves feeling more confident and supported, it reminds me why this work matters.

Is there an experience or moment that stands out to you?

I don’t have one specific moment that stands out, but many small interactions stay with me. Every time a client thanks me or smiles with relief, it feels special.

How do you feel your volunteering makes a difference to people in Redbridge?

I feel my volunteering makes a difference by giving people guidance, support, and someone who listens. Even small bits of help can change someone’s day, and I’m proud to be part of that.

What have you learned or gained through volunteering?

I have learned a lot through volunteering ,especially confidence when attending to clients, stronger communication skills, more knowledge, and better teamwork. It has helped me grow both personally and professionally.

What do you value about being part of the Citizens Advice Redbridge team?

I value the team because they are supportive, friendly, welcoming, and always helpful. You never feel alone here .There is always someone ready to guide you. My supervisor has been especially supportive. She is always patient, encouraging, and willing to help whenever I need it. Her guidance makes a big difference and creates a positive and motivating environment for me.

How has volunteering fitted into your life or routine?

Volunteering fits into my life really well because it’s flexible and understanding. It allows me to contribute in a meaningful way while still managing my other responsibilities. It feels rewarding every time I come in.

What would you say to someone thinking about volunteering with us?

I would say: go for it. You will learn so much, meet supportive people, and make a real difference in the community. It’s a great place to grow and give back.

In your own words, what does volunteering mean to you?

To me, volunteering means learning, giving back, and having a sense of purpose. It is a way to support others while also improving yourself.

Any additional thoughts or experiences you would like to share?

I’m grateful for the opportunity to volunteer with Citizens Advice Redbridge. Every day teaches me something new, and I am proud to be part of a team that truly cares about people.

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Lynne

With encouragement from the supervisors, I became what’s known as a ‘form filler’.  This might sound very boring, but I assure you it’s not!  Instead, it means that I work with a client in a two-hour appointment at the Citizens Advice Redbridge offices to hear their story and try to show through the form how they meet the criteria for a particular benefit.  This is a very privileged relationship that requires building trust in a short period of time because the client has to share very private aspects of their life and circumstances with me.  At the end of the meeting, the client leaves with a finished claim form and information about how CA can further support them with the process, as well as feeling that they’ve been listened to.  For me as an adviser, it’s always fantastic when a client writes to say that they’ve been successful in getting the award.

What keeps you volunteering with us / What part of your volunteering do you find most meaningful?

Working directly with the clients!  Each and every one of them has a story to tell, and it is a privilege to try to make those stories heard through the claim forms.

Is there an experience or moment that stands out to you?

There are several, but one in particular stands out for me.  It was a letter from a client thanking the various team members they had worked with for “turning my life around” by supporting them through a long process involving claims, mandatory reconsideration requests and appeals to get the correct amounts of Universal Credit and PIP for their circumstances.  In their letter, the client wrote that the positive outcome meant they were now able to “fill my fridge and cupboards and pay off friends and relatives who have helped me over the last few difficult years”, and “look forward to Christmas and a warm and well-nourished winter for the first time in many years”.

For me, this letter demonstrated how volunteering with Citizens Advice makes a tangible difference to people who – through no fault of their own – really struggle through life.

What do you value about being part of the Citizens Advice Redbridge team?

Being part of a community of talented, hard-working people who are dedicated to making life better for others.

How has volunteering fitted into your life or routine?

It has been incredibly easy to fit volunteering into my life.  In fact, as a recently retired new arrival in Redbridge, it helped me build some of the structure and feeling of purpose that I was missing after leaving a busy full-time job.  I also volunteer as a governor at a primary school in Redbridge.

What would you say to someone thinking about volunteering with us?

Do it!  It’s interesting, needed and very fulfilling.  I’m convinced that retired people like me can all find a bit of time to give to our local community.

In your own words, what does volunteering mean to you?

I feel I’ve been very lucky in life, and volunteering is a way of allowing me to give back to others.

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Roger

What keeps you volunteering with us?

The values of CAR – not turning anyone away, empowering clients and always challenging the system and bureaucracy.

What part of your volunteering do you find most meaningful?

Definitely the casework and going the extra mile with clients.  Too many organisations either just give people a website or signpost.  Whilst that may work in some cases, a lot of our clients feel disempowered by the system, confused and lost.  Our role is to empower them, get to the bottom of their problems and always try to find a solution.

Is there an experience or moment that stands out to you?

I suppose my first success in a PIP appeal when I secured over £12k for a client in backdated PIP.  It then became very apparent how we can make a real difference to people’s lives.

How do you feel your volunteering makes a difference to people in Redbridge?

See above.

What have you learned or gained through volunteering?

The value of casework and actually sitting down with clients, hearing their stories and always focusing on finding a solution, not just passing them on to someone else.

How has volunteering fitted into your life or routine?

I do roughly 2–3 days per week for CAR, sometimes a bit more.  I have gone back 20 years to being a caseworker and I have really enjoyed it.  The last 20 years or so I have been mainly focused on strategic management, so working on the ground level again has been excellent.

What would you say to someone thinking about volunteering with us?

There are many different roles a volunteer can undertake – admin, Adviceline, form filling, casework etc.  You need to try and work out yourself what skills and experience you have that best suit your talents, what is available and what you think you can get out of it.  Speak to another volunteer and find out how they started and what they learnt.

In your own words, what does volunteering mean to you?

I hope I have contributed something back to my community.  I have also learnt a lot of new skills and knowledge – housing legislation and welfare benefits are always changing and I need to ensure that I am up to speed with all the changes.

Don’t be overwhelmed by it or think it is not something you can do.  There is a good training package and a very supportive team that will help you.

Here is Roger, sharing his experience of volunteering with Citizens Advice Redbridge.

“Volunteering at Citizens Advice Redbridge has shown me how much of a difference we can make when we sit with someone, hear their story and help them find a way forward.  It’s incredibly rewarding to give something back to my community.

What keeps me volunteering is knowing we don’t turn anyone away.  We empower people who often feel lost in the system, and seeing the real change that makes in someone’s life is why I’m proud to be part of Citizens Advice Redbridge.

Don’t be overwhelmed – there’s great training and a really supportive team.  I’ve learned so much and genuinely feel I’m making a difference.  Volunteering here has been one of the most meaningful things I’ve done.”

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Kylie

The part of volunteering I find most meaningful is giving clients the help they need to get to the bottom of their queries.  If I can relieve some stress for my clients, I feel satisfied that it’s a job well done.  Some of the clients I help are suffering ill health, and I do my best to direct them on the right path in getting support with their queries.  I feel my help and volunteering make a huge difference to people in Redbridge and Havering.  If I can help someone avoid losing their home, this has a great impact on their life and helps prevent homelessness from increasing.

I have gained and learned so much knowledge in all areas – housing, benefits, debt and more – since volunteering for Citizens Advice Redbridge, and I like Citizens Advice as a company and what they stand for.”