This research aims to examine the lived experience of Citizen Advice workers in North Wales during the COVID-19 pandemic. The research focuses on workers’ experiences when helping citizens claim and manage their financial and non-financial obligations and government financial support schemes (these include Tax Credits, Universal Credit, Personal Independence Payments (PIP), Job Retention Scheme (CJRS) - commonly known as the Furlough Scheme - the Self-Employed Income Support Scheme (SEISS) and debt issues).

The document presents key preliminary findings of the study, and highlights areas of good practice; illuminates challenges faced by Citizens Advice workers and areas for further development; and identifies trends and weaknesses within government support schemes during the COVID-19 pandemic and their impact on Citizens Advice workers and resources.