Charity’s innovative project helping people overcome homelessness and benefits issues wins national award
- Citizens Advice South Gloucestershire’s When Advice Really Matters (WARM) project has won a national award
- The project’s Adviser India accepted an award for best Client Service Innovation at this year’s national Citizens Advice conference
- WARM provides holistic support to people with mental health needs which are being made more challenging by practical issues like homelessness, benefits and debt
- A South Gloucestershire charity has won a national award for its innovative project helping people who are struggling with homelessness, benefits and other issues.
When Advice Really Matters (WARM) is run by Citizens Advice South Gloucestershire in collaboration with health services in the region.
It provides holistic support to people with mental health needs which are being made more challenging by practical difficulties like housing and debt.
Since launching in 2023, the When Advice Really Matters (WARM) has helped more than 400 patients who are referred directly to the project by GPs and health professionals.
During this time, WARM has brought about fantastic outcomes for the people it helps – including resolving complex benefit issues and ending episodes of street homelessness.
The project has one Adviser – India Ellis – who is currently helping more than 90 clients resolve their issues.
The project won an award for best Client Service Innovation at the annual national Citizens Advice conference last month – and also came second under the category Most Impactful Mission – Take Early Action.
Award for When Advice Really Matters an incredible achievement
Project Adviser India said: “I am incredibly pleased that all the hard work had been recognised.
“It means a lot to have this award but for me the most important thing is having good outcomes for clients – the people we help.
“If this award means we can continue to grow the project, it’s an incredible achievement. I hope this award means we can continue to grow the project and support even more clients in the future, it’s an incredible achievement.
“I really would like to thank [former WARM Project Supervisor] Yvonne Parks for helping me shape the project and supporting me with difficult cases. Her support was invaluable. And I would like to thank all of the supervisors at CASG who have supported me with my endless difficult questions!”
Citizens Advice South Gloucestershire CEO Chantal Watts said: “Winning this national award for the WARM project is a fantastic recognition of the dedication and innovation shown by our team.
“WARM has made a real difference to people whose mental health challenges are compounded by practical issues like debt, benefits and housing.
“This achievement reflects the power of collaboration and the commitment of our staff and volunteers to help people find a way forward.
“Thank you to India who has contributed to making WARM such a success.”
Anyone living in South Gloucestershire registered with a South Gloucestershire GP surgery who meets eligibility criteria can ask for a referral to the project.
Published 15/12/25.
