Minutes of HLA Meeting

Please address all general correspondence to: HLA, Chris Crabtree, TEL NO. 0161 330 1133 E mail: [email protected]

A company limited by guarantee. Registered in England & Wales No: 7015011 Registered Office: c/o 1 Lytton Place, Clifden Road, St Austell, Cornwall, PL25 4PE

Minutes of HLA Meeting Wed 09 March 2010 St Richard’s Hospice - Worcester Attendees: Carl Hind Ashgate Hospice Steve Holt Bolton Hospice Donna Adams Douglas Macmillan Hospice Carol Twomey Douglas Macmillan Hospice Louise Watson Earl Mountbatten Hospice Belinda Ellis Hospice Lottery Partnership Colin Martindale Katharine House Liz Gallacher Keech Luton Garry Wilkinson Kirkwood Hospice Dawn Walker Kirkwood Hospice Liz Singleton Loros Hospice Mike Penny North Devon Hospice Karen Doherty Nottinghamshire Hospice Lottery Mark Cooling Nottinghamshire Hospice Lottery Martin Howell Primrose Hospice Jas Dosanjh Rainbows Hospice David Pitt Rowcroft Hospice Norma Ross Severn Hospice Debbie Lyons St Andrew’s Hospice Tina Parkin St David’s Foundation Graham Atherley St Gemma’s & Wheatfields Richard Simmonite St Giles Hospice Lesley Holmes St Giles Hospice Carl Morgan St John’s Hospice Barbara Williams St John’s Hospice Richard Davies St Kentigern Hospice Lindsey Thomas St Kentigern Hospice Simon Buttenshaw St Luke’s Hospice (Sheffield) Julie Capeling St Luke’s Hospice (Plymouth) Jane Wardman St Margaret’s Hospice Anne Panniers St Michaels’s Hospice Helen Legge St Michaels’s Hospice Anna Ross St Peter’s Hospice Dawn Scott St Richard’s Hospice Colin Barrett TLC Carl Bayliss TLC Garth Caswell Ty Hafan Hospice David Griffiths Ty Hafan Hospice Lynn Reeves Willen Hospice Moira Soutter Willen Hospice Christine Crabtree Willow Wood Hospice ______Chair Vice Chair Secretary Treasurer Director Director Director Minutes Secretary Garth Caswell Richard Simmonite Chris Crabtree Colin Martindale Anthony Lord Helen Elliott Carolyn Ingham Donna Adams Ty Hafan St Giles Willow Wood Katharine House St Anns Hospice Lottery Cornwall Hospice Care Douglas Macmillan Barry, S, Wales Lichfield Ashton under Lyne. Stafford Manchester Tring, Herts. St Austell & Hayle Stoke on Trent 02920 672087 0845 370 6580 0161 330 1133 01785 270857 0161 448 8187 01442 891459 01726 66868 01782 344321 Please address all general correspondence to: HLA, Chris Crabtree, Willow Wood Hospice, Willow Wood Close, Ashton under Lyne,

Apologies Antony Lord St Ann’s Hospice Carolyn Ingham Cornwall Hospice Care Julie Hughes Severn Hospice Helen Elliot Hospice Lotteries Partnership Keith Witham St Raphael’s Hospice John Calvert Pendleside Hospice Susan Wade Tuckwell Chase Hospice

Other Guests Naomi Mortimer Help The Hospices Liz George Help The Hospices

Welcome to St Richard’s Hospice - Mark Jackson, Chief Executive

Around the room introductions

Minutes from last meeting (available on the HLA website) Minutes from the last HLA meeting which were taken at St Ann’s Hospice, Manchester on 02 December 2010 were agreed as a true and accurate record.

Matters arising from previous meeting – Garth Caswell (GC) Steve Holt confirmed that he has updated Hospice lottery membership figures from the information provided. The results can be found on the HLA website.

The HLA website password is due to be updated. The Treasurer is currently chasing outstanding annual HLA subscription payments. The new password will be emailed to all members who have paid their annual subscriptions. Action CM/AL

Help The Hospices website forum – Garth Caswell (GC) Naomi Mortimer from HTH recently sent an email to all HLA members providing everybody with the login details to the HTH website so that we can utilise the forum section. It has been agreed that HLA members will now use the forum section to post questions rather than email questions to all HLA members. Liz Singleton told members how she has already used forum. She found it easy to use and had a prompt response to the question that she posted on the forum. GC explained if you register a question on the forum you receive notification by email if an answer to your question has been posted on the forum page. This is really useful, as you don’t have to keep checking the website. ______Chair Vice Chair Secretary Treasurer Director Director Director Minutes Secretary Garth Caswell Richard Simmonite Chris Crabtree Colin Martindale Anthony Lord Helen Elliott Carolyn Ingham Donna Adams Ty Hafan St Giles Willow Wood Katharine House St Anns Hospice Lottery Cornwall Hospice Care Douglas Macmillan Barry, S, Wales Lichfield Ashton under Lyne. Stafford Manchester Tring, Herts. St Austell & Hayle Stoke on Trent 02920 672087 0845 370 6580 0161 330 1133 01785 270857 0161 448 8187 01442 891459 01726 66868 01782 344321 Please address all general correspondence to: HLA, Chris Crabtree, Willow Wood Hospice, Willow Wood Close, Ashton under Lyne,

Secretary’s Report – Chris Crabtree (CC) The Secretary confirmed that 102 Hospices are now members of the HLA.

On the HLA website there is an area which lists all members details (contact names, Hospice addresses, telephone number & email address information etc). CC has noticed that some of the members information is

not up-to-date. CC asked that all members please check their details on the HLA website. Please report any updates by emailing Chris: [email protected] Action: HLA members/CC

On the website there is also a matrix which outlines Hospice experience i.e: sells scratch cards, sells single tickets etc. This information also needs to be updated. CC will email a form to all members which will need to be completed and emailed back to CC so that the website can be changed. Action: CC

It was mentioned that sometimes a Hospice can have more than one person who represents the Hospice at HLA meetings, however sometimes emails to HLA members are only sent to one contact. It was agreed that Hospices can supply a maximum of two email contacts for the HLA email address book. Action: HLA members/CC

Training Courses for Canvassers – Garth Caswell (GC) GC asked if Richard Simmonite could email all HLA members to find out how many cash collectors and canvassers each Hospice has. Action: RS

At the previous HLA meeting Mark Campion from BRC Promotions conducted a presentation regarding recruiting, retaining and getting the most out of our canvassers. This presentation triggered a great deal of interest and it was suggested that the HLA subsidise BRC to run workshops tailored to train our canvassers.

GC has spoken to Mark Campion and he has agreed to run three workshops which will be paid for by the HLA (a price of £200 per workshop has been agreed). The aim is for the workshops to take place at three separate locations and the workshops which will run from approx 10.30am – 3pm will involve face to face training for canvassers including role plays etc.

RS will liaise with Mark Campion to arrange workshop dates for later in the year (July seemed to be a favoured month). RS will send out an email to all HLA members to establish interest and the number of possible attendees. Action: RS

Lone Worker Policies – David Griffiths (DG) David Griffiths has been tasked to draft a Lone Workers Policy for HLA members. At a previous meeting DG asked HLA members to email him their existing policies. So far DG has only received three policies from HLA members. DG asked again can we please send our policies by email to: [email protected] so that he can work towards drafting a policy. Action: HLA Members/DG

______Chair Vice Chair Secretary Treasurer Director Director Director Minutes Secretary Garth Caswell Richard Simmonite Chris Crabtree Colin Martindale Anthony Lord Helen Elliott Carolyn Ingham Donna Adams Ty Hafan St Giles Willow Wood Katharine House St Anns Hospice Lottery Cornwall Hospice Care Douglas Macmillan Barry, S, Wales Lichfield Ashton under Lyne. Stafford Manchester Tring, Herts. St Austell & Hayle Stoke on Trent 02920 672087 0845 370 6580 0161 330 1133 01785 270857 0161 448 8187 01442 891459 01726 66868 01782 344321 Please address all general correspondence to: HLA, Chris Crabtree, Willow Wood Hospice, Willow Wood Close, Ashton under Lyne,

A company limited by guarantee. Registered in England & Wales No: 7015011 Registered Office: c/o 1 Lytton Place, Clifden Road, St Austell, Cornwall, PL25 4PE Treasurers Report – Colin Martindale (CM) All reports are available on the members area of the HLA website.

HLA account information at 09.03.10: HLA Account = £11,333.87 Superdraw Account = £0 - all monies now transferred back to general HLA account.

Conference Account = £20,705.28

Annual subscriptions : 24 HLA members still have not paid their annual subscription. CM thanked everybody who has paid. It appears that some Hospices have had issues with regards to setting up the new standing order payment. If you think that your Hospice has paid, but you have received a payment reminder then please find out if your standing order has been set up correctly and contact CM to resolve the issue.

The Treasurer reported that new accounts have been opened due to the HLA incorporated status

CM is currently awaiting confirmation that we will be treated as a charitable organisation so that we will not incur any tax charges on the HLA Conference account.

Lotteries Council (LC) – Garth Caswell (GC) Due to work commitments Julie Hughes has stepped down as Vice Chairman of Lotteries Council. With the consent of HLA members GC will represent the HLA when attending Lotteries Council meetings.

LC still want to encourage government to re-visit society lottery proceed limits. Members of LC do not think there should be a limit.

Charities Act 2006, visit to OTS – Garth Caswell (GC) Two important points came from the recent meeting with OTS: 1 Fundraisers (your canvassers) should be making statements on the door regarding the fact that they are paid.

2. We will need public collection certificates. GC & Clive Mollett (Chairman of the Lotteries Council) both attended the meeting acting in our defense that this shouldn’t apply to charity lotteries. Why is selling the lottery for the good cause classed as a “public collection”? No definitive answer was given to this question. It is hoped that the draft consolidation bill which will bring all acts into one place will clarify any doubt i.e. a statement within the bill which says: this term does not include work conducted by society lotteries.

HLA Conference Report – Liz Singleton (LS) 2010 HLA Conference: Wed 15 & Thurs 16 September – Stratford Manor Hotel, Stratford upon Avon.

A company limited by guarantee. Registered in England & Wales No: 7015011 Registered Office: c/o 1 Lytton Place, Clifden Road, St Austell, Cornwall, PL25 4PE Organisation for the 2010 HLA Conference is well underway as the HLA Conference Committee is currently working on this year’s agenda, line up of speakers, workshops, interaction with exhibitors and ideas for evening entertainment/gala dinner.

In the past the HLA Conference agenda has not been issued to delegates prior to conference mainly due to the fact that agenda items can change last minute. However, it has been agreed this year that an agenda will be sent prior to conference to all delegates who have booked their place at conference. Delegates must bear in mind that the agenda received could be subject to change.

This year Donorflex lottery will be the main sponsor of our 2010 conference. It is anticipated that we will see more exhibitors attend conference this year. Their aim is to showcase their businesses and services and interact with HLA members. Sponsorship and exhibitors income is extremely important as their fees help to cover a large proportion of costs, which ultimately means that we can keep costs to HLA members down. We are pleased to confirm that price of attendance for HLA members will remain the same as last year.

Delegate booking forms will be sent by email to all HLA members in May and you can find information regarding the conference on the HLA website.

Stratford Manor Hotel has 103 bedrooms. All rooms have been reserved for the HLA Conference. It is important to book your place asap as reservations will be allocated on a first-come-first-served basis and last year’s conference was a sell-out.

Help The Hospices - Liz George (LG) & Naomi Mortimer (NM) NM & LG work within the Fundraising Dept at HTH. LG & NM work to support hospices, to share ideas and information regarding national campaigns and they work to promote best practice. NM & LG talked through the objectives of the IGRG (Income Generation Reference Group). 13 representatives form this group comprising of fundraising, lotteries and retail. At IGRG meetings HTH provide information of forthcoming income generating activities with the hope that IGRG will take the activity onboard as a potential national campaign. If campaigns are approved HTH will take the details back to the HTH Leadership Team who will then take the concept forward.

HTH do not have any shops and there are no plans to have HTH shops. Their objective is to support Hospice Shops by looking at bulk purchasing opportunities and developing shop campaigns to increase income through shops.

NM has developed the members section of the HTH website. NM is open to any ideas or suggestions as to how the forum section or website could be improved. NM also mentioned that the HTH website drives people to HLA website.

HTH want to dispel the rumour that HTH will be setting up their own lottery. They have no plans whatsoever to set up a HTH lottery. HTH would like to work closely with members of the HLA. HTH want to also work with hospices who don’t have a lottery to encourage them to introduce this form of fundraising. To do this HTH would like to develop a “setting up a lottery” handbook.

A company limited by guarantee. Registered in England & Wales No: 7015011 Registered Office: c/o 1 Lytton Place, Clifden Road, St Austell, Cornwall, PL25 4PE Once the handbook has been developed they may look at other areas i.e how to develop lottery further - Direct Debits etc and how HTH can support hospice lotteries by conduction consumer research etc. You tell HTH how they can help us and they will happily take research forward.

HTH will be sending all HLA members a copy of their regular bulletin via email.

Phasing out of cheques – Payments Council decision – GC GC asked members to refer to his email which was sent to all members on 18.03.10 regarding the phasing out of cheques.

GC will keep in contact with Payments Council and will represent the HLA in our battle to stop the phasing out of cheques.

The Lotteries Council and Institute of Fundraising (IOF) is listened to by government. GC is due to meet with Louise Richards from IOF to ensure that we are working together regarding the phasing out of cheques.

If any members want to raise a question regarding this subject please email Garth.

Your questions answered – Garth Caswell Garth answered a few questions which were asked by members.

Q: What payment type falls under the remote licence category? A: Your hospice must have a remote licence if you take payment via telephone/internet or by paperless Direct Debit

Q: At what point does a hospice lottery have to be registered with the Gambling Commission rather than the local council? A: You must register with the Gambling Commission if you have more than 4,800 members per week due to the £250,000 income limit.

How to set up Direct Debit payments from scratch – David Griffiths (DG) Ty Hafan have recently introduced Direct Debits as a Lottery payment option. David Griffiths talked through the process of setting up Direct Debits and how Ty Hafan operate their in-house Direct Debit systems.

Don’t have to do this in-house, it can be done by bureau which would reduce internal administration costs.

 BACS is a not for profit organisation set up co-operatively between all the banks to facilitate the use of direct debits in a practical and compliant fashion.

A company limited by guarantee. Registered in England & Wales No: 7015011 Registered Office: c/o 1 Lytton Place, Clifden Road, St Austell, Cornwall, PL25 4PE  The first step is to approach your bank as they will need to sponsor you to BACS, they will then provide you with a list of service providers who must be Auddis (Automated direct debit instruction service) registered.  Your Lottery stationery needs to be updated and approved by your bank (i.e. stationery you will use to inform your members when you will start to take Direct Debit payment).  You will then receive a Service User Number (S.U.N).  Find a software provider. You can find this through your bank (Ty Hafan use Winbacs).  You will need to purchase the relevant software and download the software on a dedicated PC.  The first file will be an Auddis file (of new supporters that have been sent their advance letter) which enables BACS to set up the permission to take payments from your supporters.  Mandates – these must be kept. You can destroy mandates 3 years after a Lottery member has cancelled their lottery subscription.  Before you can obtain payment you must send an advance letter (with new members letter). This letter needs to include details of when the first payment will be taken and how regular the payment will be taken. It must also include a Direct Debit guarantee, information of how the lottery works and confirmation of the lottery number. 10 working days must be allowed between the sending of the advance letter and the direct debit of a payment.  It is easiest if you choose one or two dates each month when you are going to take Direct Debit payments. Ty Hafan process payments on the 1st & 17th of each month.  If 1st or 17th falls on a weekend you have 3 days to submit the file. You must ensure that you cover this delay to your members when you send them the advance letter. It is best to take the payment immediately after the preceding draw.  Twice each month Ty Hafan send a payment file often incorporating an Auddis to Winbacs (facilitator with the banks) and then this gets sent to BACS.  There is a charge to send off a payment or an Auddis file (£2) per file - not per member.  You are charged 4p per transaction (no matter what the payment amount i.e. £4.34, £13 etc).

 You will need to allow 10 days for the Auddis file to go through.  You then receive a report outlining any incorrect details. You will need to investigate the error, amend the details accordingly.  Depending on the problem it may be necessary to send a new advance letter before including a supporter in a payment file.  It is recommended that you invest in a sort code identification checker. (The cost of this is approx £600-700 per year).  As often as possible, connect your Auddis file to a payment file, so you only have one charge.  Send the payment file.  Lottery payment is then updated.  How to deal with cancellations: Advise the bank. The bank will not release monies if payment has been cancelled. You receive a report to say that payment cannot be taken.  Takes two days of administration time per month.  New members who choose to pay by Direct Debit will be entered into the lottery within 2 to 4 weeks from the point of joining.

A company limited by guarantee. Registered in England & Wales No: 7015011 Registered Office: c/o 1 Lytton Place, Clifden Road, St Austell, Cornwall, PL25 4PE Benefits of Direct Debits  More efficient lodging process than standing orders.  People understand direct debits and are more likely to want to pay by direct debit.  Eliminates all problems that we seem to have with banks i.e. banks not quoting reference numbers (lottery numbers), banks making mistakes sending £52 through weekly rather than annually or banks taking a long time to set up the standing order.  You have the control. You may set up the direct debit paperless (providing that you have a remote license) and subject to age verification.  The regular amount can be altered i.e if a supporter wishes to take out a second lottery number.  We retain the responsibility.  If a supporter wishes to cancel their lottery number, they can cancel their payment by calling the Lottery Office rather than having to contact the bank.  Ty Hafan have noticed that new members seem to be choosing Direct Debit over Cash Collection. Therefore, the administration time is absorbed as lottery staff are not having to process and bank so much cash.  Direct Debit doesn’t just have to be for lottery, this can be rolled out to Fundraising i.e regular giving  Ty Hafan’s current collection efficiency is 97.5%.

Payroll Giving Helen Legge asked how members promote and handle lottery as a payroll giving option.

Chris Crabtree from Willow Wood Hospice gave an example of how she recruited new lottery players through the local council via payroll giving.

 Made contact with the payroll department at the local council.  Payroll agreed to insert a lottery application form tailored for payroll giving.  Willow Wood Hospice designed the form.  When new members are received you set the supporter up as a new member and allocate a lottery number.

 Photocopy the joining form but send the original back to the payroll dept so they can organise the payroll deduction.  Payment is made to the Hospice each month by BACS.

Other members at the meeting commented that they use the same system and they target companies such as:  Own hospice  Local hospital  Charity Of The Year companies  General local companies  Local education – staff (an option with this is a partnership deal. i.e. partnership receives 45p of the £1).

A company limited by guarantee. Registered in England & Wales No: 7015011 Registered Office: c/o 1 Lytton Place, Clifden Road, St Austell, Cornwall, PL25 4PE  With a Partnership, the proceeds must be used for charitable purposes. Be careful when setting this up, you have the responsibility to ensure that the partner is spending the money legally.

Lottery giving versus regular giving – Garry Wilkinson (GS) In addition to focusing on lottery income, Garry Wilkinson from Kirkwood Hospice is also responsible for regular giving. Income from regular giving shows on his Management Accounts as the Lottery Department is classed as the “regular giving department”.

The national average shows that regular givers donate £2.69 per month against £4.34 for Lottery. Therefore lottery could be viewed as the most profitable form of regular giving. Garry recommended that you target lottery members who cancel their lottery to see if they wish to be a regular giver. They may have cancelled their lottery because they couldn’t afford £4.34 per month, but with regular giving they can choose their regular donation amount.

The nurses and clinical team at Kirkwood Hospice are very supportive of lottery and regular giving. They carry information leaflets that they can hand to patients families and carers, because they constantly find that they are asked by the families/friends of the patients that they care for “what can we do to help raise money for your hospice?”

Recruiting and training canvassers - Julie Capeling (JC) Julie Capeling shared her experience of a recent canvassing recruitment and training exercise. JC advertised two recruitment open days for field sales representatives and collectors. In total 26 people attended the open day and as a result St Luke’s have recruited 6 new members of staff. They are offering a basic canvassers salary of £14,500 (f/t), plus mileage allowance and a £1,000 annual bonus should the canvasser hit a target of signing up 20 new members per week. JC emphasised if you want to develop your lottery you must be prepared to invest otherwise your lottery will not grow.

How the open day and training worked.  Advertised the open days in the local newspaper (not in job section) general run of paper advert.  Open day included a tour of the hospice.  Julie conducted a presentation – a day in the life of a lottery canvasser.  Why does the hospice need to raise money – a patient case study.  Gave all attendees an application form to complete.  Invited attendees back for an assessment day.

Assessment day consisted of:  Ice breaker – team building exercise.  Top 5 motivational factors why you want this job.

 Split into groups – each applicant had an object to sell (not anything to do with the Hospice) and they had to conduct a sales pitch via role play.  Then they had a Hospice item to sell.

A company limited by guarantee. Registered in England & Wales No: 7015011 Registered Office: c/o 1 Lytton Place, Clifden Road, St Austell, Cornwall, PL25 4PE  Unique Selling Point Workshop.  Candidates were then interviewed individually.

Re-branding – does it work? – Steve Holt (SH) Steve Holt is looking to re-brand and re-launch the Bolton Hospice Lottery. SH asked whether any members have recently re-branded and if so does it work.

LOROS, St Andrew’s and Ty Hafan Hospice have all recently re-branded and either changed their prize structures or introduced a rollover prize. This is a great opportunity to raise the awareness of the Lottery i.e. media publicity, getting a local celebrity involved, text campaigns etc.

Membership has increased as a result of re-branding and there have been no complaints from members of the public where prize structures have been reduced. Ty Hafan decided to introduce more £5 prizes because they found that they receive a large number of re-donated cheques from lottery players who win smaller prizes.

Don’t forget – you must notify the Gambling Commission if you are changing your prize structure.

Also if you do change your prize structure, legally you don’t have to contact all of your lottery players to notify them of the changes. It is best practice to communicate the changes on your website or in a newsletter.

Any Other Business Karen Doherty is due to leave Nottinghamshire Hospice as she will be spending her days travelling. GC and the members wished Karen all the very best.

Date of next HLA Meeting: Date: Wednesday 02 June 2010 Venue: Keech Hospice, Luton

______Chair Vice Chair Secretary Treasurer Director Director Director Minutes Secretary Garth Caswell Richard Simmonite Chris Crabtree Colin Martindale Anthony Lord Helen Elliott Carolyn Ingham Donna Adams Ty Hafan St Giles Willow Wood Katharine House St Anns Hospice Lottery Cornwall Hospice Care Douglas Macmillan Barry, S, Wales Lichfield Ashton under Lyne. Stafford Manchester Tring, Herts. St Austell & Hayle Stoke on Trent 02920 672087 0845 370 6580 0161 330 1133 01785 270857 0161 448 8187 01442 891459 01726 66868 01782 344321