This year we have an organisational priority focused on enabling more inclusive access to our services for clients—this has been strongly endorsed and supported by senior leadership and our trustee board. We continue to work on creating an inclusive organisation for all. In addition, this year our teams have worked on a range of initiatives including: working with our local Citizens Advice innovation community, which led to the development of toolkits focused on meeting the needs of groups of clients at risk of exclusion partnering with the Trussell Trust and with Mind to reach more clients in need of support setting client satisfaction and outcome targets that can be measured by different characteristics (such as age or ethnicity). This is so we can understand and address any differences in experience and barriers to access taking account of the needs of those who experience disproportionate disadvantage, detriment or harm in our advocacy work procuring a translation service nationally, which has enabled our local offices to access translation services at a significantly reduced rate piloting a British Sign Language provision for clients using our Help to Claim service ensuring our user research and service design have a particular focus on those at risk of digital exclusion providing training for our technology and digital team to ensure they understand and address the accessibility needs of our clients and advisers developing an Inclusive Employer Plan, which aims to increase the diversity of our national workforce and build a more inclusive workplace This year, we’ve adopted a social justice approach to EDI that means we approach our work with an understanding of the systemic disadvantage faced by marginalised communities and will aim to address and challenge these barriers. We’ve also raised the profile of EDI internally and made significant investment in it, recruiting 2 new senior EDI roles to help us accelerate and drive forward our goals in a meaningful and impactful way across the service. We’ve started the delivery of a learning and development programme to help volunteers and staff build their knowledge and have open discussions about EDI. Our inclusive employer work has helped us increase staff engagement in relation to EDI, and our staff network groups have continued to receive dedicated support. EDI is understood as everyone’s business and fundamental to our charitable objectives. It is incorporated in our annual business planning process. 21 Our strategy: The Future of Advice