Citizens Advice Hammersmith & Fulham wins ‘Best Use of Innovation’ at inaugural Advising Londoners Awards
Citizens Advice Hammersmith & Fulham (CAHF) are proud to announce that we have won the ‘Best Use of Innovation’ award at the first-ever Advising Londoners Awards, organised by University House and the Advice Services Alliance, and hosted by Clifford Chance.
The award recognises CAHF’s commitment to transforming how advice is delivered through two pioneering approaches: our “More than Advice” model and our CAHF Digital access system. Together, these innovations ensure that thousands of residents each year receive not only high-quality advice, but also the skills, confidence and connections needed to build resilience and prevent future crises.
CAHF’s “More than Advice” approach recognises that traditional advice alone cannot address the interconnected challenges many residents face, from digital exclusion and low financial literacy to language barriers, insecure housing and social isolation. By embedding advice, ESOL, Digital Skills and Money Skills classes in trusted community spaces, including the two libraries we manage, we reach people who may never approach a formal advice centre. Volunteers are central to this model, delivering workshops, supporting advice sessions and helping build confidence, independence and belonging.
For over 80 years, your organisation has been committed to working alongside
community partners to deliver advice services that have a positive impact on the
residents of Hammersmith and Fulham. The award is testament to the work of your team
implementing innovative ways of providing advice services to residents, through its
Money Skills, ESOL and Digital Skills classes, as well as through its growing digital advice
service.On behalf of all Londoners, thank you for your ongoing commitment to empowering the local community and adapting to their needs.
– Mayor of London, Sir Sadiq Khan
In 2024/25 we supported over 17,000 residents, ran 149 community events and delivered skills sessions for 1,600+ learners. Our libraries offered nearly 3,000 hours of IT access and 885 volunteer hours, creating inclusive spaces where people can seek help, learn and connect. Clients tell us this reduces stigma, builds trust and transforms confidence. One asylum-seeking ESOL learner described the library as the first place in London where they felt able to express their identity.
The award also recognises CAHF Digital, our access-first model using WhatsApp, structured email triage and Webchat to open advice to people excluded by traditional channels. With 2,520+ digital interactions since 2024, CAHF Digital offers flexible, familiar ways to seek help: from a pregnant worker resolving maternity discrimination entirely via WhatsApp to a client using translation tools to navigate a complex benefits issue. This is innovation rooted not just in technology, but in empathy and real life.
CAHF congratulates all winners and finalists recognised at the Advising Londoners Awards, a powerful reminder of the strength and innovation across London’s advice community.