Impact Report 2025
Progress, resilience, and connection
2025 at a glance
The year in numbers
These are the lives we've touched, the problems we've solved, and the difference we've made together.
People supported
Individuals supported with tailored, expert advice across all four boroughs
Benefits enquiries
Helping people access their entitlements and financial support
Financial value
Direct financial gains delivered to the people we support
In 2024/25, we supported 39,281 people with tailored, expert advice across Stockport, Oldham, Rochdale and Trafford. Our commitment remains clear: to ensure people have the advice and confidence they need to find their way forward, playing our part in shaping a society in which people face far fewer problems.
For every £1 invested in our service, we generated £13.48 in direct financial value to the people we support, £33.86 in wider economic and social benefits, and £9.60 in savings to government and public services.
"At a time when high living costs mean more people are struggling with complex problems and demand for support is higher than ever, we have worked closely with local councils, community groups, and other charities. This collaboration has allowed us to help more people and make sure our services meet the diverse and growing needs of our region."
— Jonathan Yates, Chief Executive Officer
Measurable outcomes
Measurable outcomes
Our clients report significant improvements across every dimension of their lives after receiving advice and support from our teams.
4 in 5
Reduced stress & anxiety
Four in five people told us that getting advice from us significantly reduced the stress and anxiety caused by their problem.
72%
Improved health outcomes
Nearly three quarters of clients reported an improvement in their physical or mental health after receiving advice and support from our teams.
£653
Financial stability regained
The average financial gain per client — through benefits accessed, debts managed, and entitlements secured.
4,943
Housing secured
Families and individuals supported with housing issues — preventing homelessness and resolving tenancy disputes.
8,554
Debt support
People supported with debt and money issues, helping them navigate financial difficulties and find sustainable solutions.
Leading
Innovation & AI
Citizens Advice SORT Group is an innovation leader in AI for advice giving, recognised at IMA Money Advice Awards 2025.
Real stories
Making a real difference
"Your kindness, patience, and understanding have given me a new lease of life. You have always been there to listen, to guide me and to help ease my financial worries at a time when I thought there was no way out. You changed everything for me and I am beyond grateful."
— Client feedback
Problem categories
What people come to us for
A comprehensive breakdown of the issues we help with most frequently.
Top problem categories
Problem distribution
Service delivery
How we deliver support
We offer advice through multiple channels to ensure everyone can access the help they need.
4,281
sessions
Online & email
Digital advice and support
8,000
sessions
WhatsApp support
Accessible messaging support
12,000
sessions
Phone advice
Freephone advice line support
15,000
sessions
Face-to-face sessions
Drop-in and appointment-based advice
Innovation
Leading the way in AI for advice
Citizens Advice SORT Group is an innovation leader in artificial intelligence for advice giving, recognised at IMA Money Advice Awards 2025.
"Innovation in this space isn't about chasing the newest tech. It's about building things that work for our people and help us reach more of the community. That's what drives us."
— Stuart Pearson, Head of Innovation and Business Development
We are developing three progressive support tools that simplify the advice giving process whilst keeping human interaction at its core.
Systemic change
Advocating for change
Our work is firmly grounded in policy and advocacy, shaping systemic change that improves our local communities on a broader scale.
Our policy advancements have captured the attention of local media and contributed towards tangible progress in making a fairer society for the residents of Greater Manchester. We work towards bold aspirations of shaping systemic change that improves our local communities on a broader scale.
Social value
Return on investment
Every pound invested in Citizens Advice SORT generates significant social value.
6 hours
Volunteer hours per week
Average hours contributed per volunteer weekly
63
Volunteers
Average number of volunteers
£9.60
Government savings per £1
Savings to government and public services
Looking ahead
Expanding our impact in 2025
We've developed a number of initiatives that aim to expand support and create lasting impact in our community.
Be Gas Safe
Partnership with Gas Safe Charity to provide energy safety advice and support.
Dementia Support Service
Dedicated support service for people living with dementia and their families.
Macmillan Partnership
North West Lead for Macmillan Cancer Support, providing specialist advice.
Our community
Powered by volunteers
Our volunteers are the heart of our organisation, bringing passion and expertise to support our mission.
63
Active volunteers
Contributing to our mission
6
Hours per week
Average contribution
"From the very beginning, I was treated like a valued and indispensable member of the team. Whenever I encountered a challenge, there was always someone ready to offer guidance and encouragement."
— Anastasia, Energy Team Volunteer
Our supporters
Our funders and partners
We're grateful to our funders and partners who support us to deliver the advice services that make such a difference to people's lives.
Oldham MBC
National Lottery Community Fund
NHS
Stockport Council
Shaw and Crompton PC
Oldham Council
Positive Steps
Rochdale Borough Council
Macmillan
Trafford Council
Multiple Sclerosis Society
Greater Manchester Combined Authority
Be part of our impact
Help us make a difference
Whether you need advice or want to support our work, we'd love to hear from you.