Strategic Plan April 2026 – March 2028

Executive Summary
The document outlines the post-merger Strategic Plan (2026–2028) for Cyngor ar Bopeth Conwy Gwynedd Citizens Advice, following the July 2025 merger of the Conwy and Gwynedd charities. The merger aims to create a stronger, more financially sustainable organisation to handle growing demand for advice services while navigating significant funding challenges.

Key Sections & Highlights

1. Background & Merger Rationale
● History: Long established charities with Citizens Advice Conwy operating from 1939, while Gwynedd existing in its present form from 2002. Strategic partnership of both organisations developed in 2021.
● Governance & Presence: Governed by an 11-member Trustee Board and Chief Executive. Offices are located in Bangor, Caernarfon, Dolgellau, Llandudno, and Pwllheli, alongside an extensive outreach network.
● Why Merge? Eliminated duplicate governance, finance, HR, and operational processes. It pooled reserves to withstand funding lapses, expanded service scope, enhanced staff development, and created a stronger presence.

2. Commitment to the Welsh Language
● The Welsh language is central to operations, with bilingual services offered across all channels.
● The merged entity supports language growth among staff and continues Gwynedd’s policy of providing simultaneous translation facilities at key governance meetings.

3. Strategic Framework & National Alignment
Aligns with the national Citizens Advice strategy (“Transforming together: trusted advice in times of change”) around three key missions:
1. Provide advice fit for the future: Expanding multi-channel access.
2. Close the gap: Target structural inequalities and marginalized groups.
3. Take early action: Focus on prevention before individuals reach crisis point.

4. Advice Demand & Financial Challenges
● Soaring Demand: Projected advice issues exceed 50,000 annually per county. In 2024/25, the combined service supported 10,000+ residents with over 48,000 issues.
● Funding Pressures: Facing severe funding reductions, including the removal of Conwy Council grant funding (April 2024), expiration of UK Shared Prosperity Funds, and reductions/endings to the UK Help to Claim contract from March 2026.
● Mitigation: The organisation is reviewing outreach/premises, securing new revenue streams, streamlining costs, and executing project-specific action plans.

5. Alignment with Wales’ Well-being Goals
The plan highlights alignment with the Well-being of Future Generations (Wales) Act across seven areas:
● Prosperity & Equality: Free advice ensures citizens understand rights, access financial support, and avoid exploitation.
● Health & Community Cohesion: Relieves poverty-induced distress/anxiety and fosters local community ties.
● Global Responsibility & Climate: Promotes energy efficiency advice, hybrid/remote working, and paperless digitisation to minimize carbon emissions.

Top 3 Priorities
The Trustee Board agreed three key strategic priority areas:
1. Funding for Survival and Growth: Diversifying funding sources and remaining financially viable.
2. High Service Demand: Finding efficient ways to serve more clients despite resource limitations.
3. Service and Advice Quality: Maintaining high generalist advice and casework compliance standards across all delivery channels.