Our health, work, education and social lives have all been affected in ways we wouldn’t have thought possible as we entered 2020, bringing new problems, challenges and uncertainty. Almost overnight, we shifted our face-to-face services to continue helping people on the phone and via email and webchat. We saw huge spikes in the number of people seeking advice from our website and we updated our online self-help advice on an almost daily basis. This enabled us to keep our advice up to date as the lockdown rules and the support available to people in England and Wales changed. Our volunteers and staff worked tirelessly to make sure everyone who needed advice was able to get it—whoever they were and whatever their problem. We helped 2.45 million people find a way forward, including: 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 2 4 5 6 7 8 9 0 1 2 0 1 2 3 4 5 6 7 4 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 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 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 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 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 40 million visits to our website 1.48 million people using our phone service 40 million visits to our website 638,000 people receiving help by email or via webchat 58,000 people helped face to face 52,000 witnesses supported through the Witness Service 549,000 people contacting our consumer helpline 1.48 million people using our phone service 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 9 Who we helped in 2020 to 2021