Citizens Advice is a delivery partner of Pension Wise, funded by the Money and Pensions Service (MaPS). The service provides free, impartial guidance for anyone aged 50 or over to help them understand their options for accessing their defined contribution pension savings. British Sign Language video appointments As we moved to remote delivery, we wanted to ensure people who are Deaf BSL or hearing impaired could continue to access our services. Previously, our clients had access to face-to-face Pension Wise appointments with the support of British Sign Language (BSL) interpreters provided by the Royal National Institute for Deaf People (RNID). During the pandemic, we worked with Citizens Advice Lancashire to develop a video appointment offer. The appointment takes place as a 3-way video call between the guider, the client and a BSL interpreter (provided by RNID). We’re continuing to work with Citizens Advice Lancashire, the Deaf Advice Team and Communications and Engagement Team to develop and publicise the service. Following the outbreak of the pandemic, the service quickly adapted to remote working and provided 93,000 telephone appointments in 2020 to 2021. In England and Wales, 95% of clients said they were ‘very satisfied’ or ‘fairly satisfied’ with their appointment, as did 91% of clients in Northern Ireland. of clients, in England and Wales, said they were ‘very satisfied’ or ‘fairly satisfied’ with their appointment of clients, in Northern Ireland, said they were ‘very satisfied’ or ‘fairly satisfied’ with their appointment Pension Wise 91% 91% 0 1 2 3 4 5 6 7 8 9 0 1 2 0 1 2 3 4 5 6 7 8 9 0 1 2 0 1 2 3 4 5 6 7 8 9 0 1 2 0 1 2 3 4 5 6 7 8 9 0 1 2 26 How we’re helping people