The NCAN Steering Group have for a number of years measured health and wellbeing outcomes to demonstrate the impact of advice for clients.

See below for the latest reports as well as further information about outcomes measurement.


Age UK, Equal Lives and NCLS report, 2018-2019

Our Impact and Analysis Volunteer George Oakman has written this report for the financial year 18/19. Thanks also to Sam Stockwell, Impact and Analysis Volunteer for collecting the data.


A webinar was held in December 2013 with presentations from a number of agencies looking at how the voluntary sector can work more effectively with partners in public health. This was hosted by Regional Voices for Better Health.

Citizens Advice presented the rationale behind their work developing the Health and Advice toolkit: the case for evidencing the link between health and advice, and the research and tools that were drawn on in putting it together. The presentation below summarises the project’s key premise: that in order to promote good health, prevent ill health and reduce health inequalities, we need to act on the social determinants that are likely to impair people’s health.

Download Working in Partnerships and Health presentation (see in particular slides 22-27)

The following reports were referenced at the webinar:

  • Wolverhampton CAB report: The Heath Impact of Good Advice
  • Centre for Mental Health and Sheffield Mental Health CAB: Welfare advice for people who use mental health services- Developing the business case

Other presentations from:

  • Voluntary Sector Intelligence and Joint Strategic Needs Assessments – speakers from Wakefield Council Public Health Team, the Youth Company, National Housing Federation, NHS England, Public Health England and Regional Voices
  • VCS Evidence and Health Commissioning – Learning from Citizens Advice


At a seminar hosted by NCAN in March 2014, 30 participants came together to look at good practice of outcomes measurement in the Norfolk advice sector and how we might coordinate our work around this.

Download NCAN presentation. This includes results from a survey assessing where NCAN members are in their understanding and practice of outcomes measurement.

Download MAP presentation. This looks at the work MAP have done in demonstrating the impact of rights based advice on young people’s health.

Download notes from workshop discussions


NCAN launched the Outcomes Measurement Pilot in January 2015. The pilot finished in April 2015 and the results were reviewed by all participating organisations. It was agreed that the pilot was successful and provided organisations with very useful results and therefore the outcomes measurement would continue.

Click here to view an Infographic of the results of the Outcomes Measurement Pilot



Citizen’s Advice developed and launched a Public Health funded Health and Advice Toolkit. This includes an outcomes measurement tool designed to make the link between health and advice. The survey template collects client profile data and evidences the impact of advice in key areas of social welfare, i.e. housing, finances, employment, debt and fuel. It also measures change in levels of mental well-being among clients, using the short (clinically validated) WEMWB scale.

Go to Health and Advice toolkit webpage

The toolkit used the short version of the Warwick Edinburgh Mental-Wellbeing Scale (WEBWMS). More information about this can be found here:

Warwick Medical School WEBWMS resource page


Two impact measurement tools have been launched through the Inspiring Impact programme. The 10-year programme aims to help charities and social enterprises better understand and communicate the impact they make.

You can search for (and add) a wide range of tools and resources via the Inspiring Impact Hub, including database and case management systems, diagnostic tools, research reports, public data sets and specific impact and outcome measures.


A theory of change is a tool that allows you to describe the need you are trying to address, the changes you want to make (your outcomes), and what you plan to do (your activities). It can help you improve your strategy, measurement, communication and partnership working.

The Guide can be downloaded at –