Our commitment to quality assurance and continual improvement is fundamental to our values. This is evidenced through our robust approach to delivering client services, as well as independent endorsement through quality standards and accreditations. Quality assurance is embedded into all aspects of the charity, to maximise our effectiveness, our efficiency and the impact we have on our clients and all other stakeholders.

The more efficient we are behind the scenes, the more time we can dedicate to delivering a fair society for all, with lives well lived. Our ISO 9001 award evidences our commitment to improving our processes, our time management and our communications, reducing errors and delivering a high-quality, customer-focused service.

The health and safety of our staff and clients is of the utmost importance to us. CHAS (Contractors Health and Safety Assessment Scheme) accreditation reflects this commitment, demonstrating that we not only have robust policies in place, but that we also record, update and implement health and safety measures that meet the standards set by ourselves, CHAS and each and every one of our partners.

Giving excellent advice is core to our aim to help people to know and understand their rights and responsibilities. The AQS Advice Quality Standard is awarded by an independent group of experts focused on quality within the advice sector. By receiving this award we have demonstrated that we reach the highest standards of organisation, information, knowledge and experience.

We are committed to creating a supportive and open culture where colleagues are able to talk about mental health, confident that they will be given non-judgemental and proactive support and offered reasonable adjustments when required. Our accreditation as a Mindful Employer underlines that we are making a public, tangible commitment to this voluntary charter by being positive about mental health – in our workplace, our recruitment and our philosophy of management.

The safety of your personal information is critical to the maintenance of the high standards expected of Citizens Advice Gateshead. ISO 27001 is the internationally recognised Standard for Information Security. Achieving this certification demonstrates that we have appropriate systems and security controls in place to protect information and data, whether this is online or offline.


The SQM Specialist Quality Mark is awarded by the Legal Aid Agency to organisations that provide specialist legal advice that are well run, with consistent quality management and delivering excellent client care. Citizens Advice Gateshead is proud to have gained this accreditation to reflect the emphasis we place upon achieving the very best outcomes for our clients.