ALTON CAB experienced a massive 20 per cent increase in workload last year with the number of enquiries topping a record 12,600, putting further pressure on already overstretched volunteers and a strain on funding.

Nonetheless, morale is high in the Cross and Pillory Lane camp with many achievements under the belt of the 50-strong team.

While the increase in workload was said to be down to the advisors and the pace at which they work, there is no longer room for expansion at the Alton bureau.

Speaking at the recent agm, manager Teresa Jamieson said that despite increasing demand, it was difficult to see how the volume of work handled could increase because the bureau building was overcrowded.

"The only way we can increase the workload is to increase our outreach service," said Mrs Jamieson, who, despite funding problems is still hoping to open an outreach post at Four Marks surgery.

"We have a significant number of clients in the Four Marks and Medstead area who can't get into Alton because of lack of transport," she said.

Alton Citizens' Advice Bureau has already taken massive steps to expand its service.

It has seen the first full year of a rural outreach project, run in partnership with social services which, thanks to the hard work of adviser Chris Greenslade and his team, has proved "a tremendous success" gaining over £250,000 for clients in terms of formerly unclaimed benefits and claims.

A particular triumph has been in securing welfare benefits and rehousing to more suitable accommodation for an Alton couple, one of whom was suffering from mobility problems.

Advicezone, an unique youth project set up in partnership with Alton Christians Together, was also going great guns with the recruiting and training of 20 volunteer receptionists. And, because it was not always possible to see people straight away, the bureau has introduced an informal appointment system to reduce waiting times.

But the most vital achievement, after four years' campaigning, has been to secure planning permission for a two- storey extension to provide office space, a new entrance and a lift to the rear of the CAB's listed Alton premises.

The lift will provide long- overdue access for disabled clients and rescue Alton CAB from the realms of what what Teresa Jamieson describes as providing "a second class service".

"It is not good enough to interview clients on the stairs because they cannot get up them," she said.

Work has already begun to obtain National Lottery funding for the building project, which it is hoped will begin next year.

During the course of the year the bureau was audited for the Community Legal Service quality kitemark and for the bureau's continued membership of the national association (NACAB). It was obtained with flying colours.

Thanks to the hard work of the team, Alton CAB became one of the first bureaux in the country to be awarded the General Help with Casework kitemark which, says Mrs Jamieson, "is proof of the quality of our service".

One blow had been the loss of a volunteer guidance tutor who moved to a paid post at another CAB when Alton failed to obtain funding for the post. The branch has since submitted a consortium lottery bid with other East Hampshire CABs.

Alton is also training three advisers under the new competence scheme which enables volunteers to gain a certificate as a generalist advice worker.

During the year, the main focus of client concern was on benefit claims which accounted for 37 per cent of all enquiries, with consumer rights, including debt problems coming second at 12 per cent, and employment, housing, legal and relationship taking up ten, nine, eight and six per cent respectively.

In terms of advice on employment issues, Alton CAB had been successful in securing more than £50,000 via tribunals and settlements.

"Many small employers don't know the law and don't seek advice which they can do - that is what we are here for," said Mrs Jamieson.

The bureau had also been successful in securing a £13,000 out-of-court settlement in a disability discrimination case.

Both Mrs Jamieson and Mr Palmer took the opportunity of thanking the whole team for their work and dedication during a hectic 12 months, and in particular advisor representative Michael Bird and honorary treasurer, Eric Eustance, both of whom were standing down.

"The contribution of the team to the community is enormous.Without them there would be no CAB," said Mrs Jamieson.