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Annual Review 2017/18

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Annual Review 2017/18 Annual Review 2017/18 Citizens Advice Basingstoke The difference we make Citizens Advice Service aims and principles Basingstoke Citizens Advice, founded in 1961, is a local independent charity and a member of a national association – Citizens Advice. We provide information and advice to everyone on their rights and responsibilities, with the aim of improving their health and wellbeing, and empowering clients so that they can help themselves. We value diversity, promote equality and challenge discrimination and harassment. We are here for everyone The service aims: To provide the advice people need for the problems they face. To improve the policies and practices that affect people’s lives. We help people resolve their legal, money and other problems by providing free, independent, impartial and confidential advice, and by influencing policymakers. Helping you to find your way forward We hold the Simple Quality Protects Gold Standard. We also hold the AQS (Advice Quality Standard); the only sector-owned, independently audited standard that focuses on advice. January 2018 audit: in the nine areas of leadership, we achieved a rating of Green (Good to excellent) and awarded the Advice Quality Standard (January 2017, Version 2): Advice with Casework in Employment and Housing level D5. 2 Introduction by Graham Hatcher Chief Executive Officer Every year thousands of people come to us for advice and help with solving their problems. As the case studies in this Review illustrate, our service goes far beyond what people may expect. We do more than fix immediate problems. Our advice makes a significant difference to the people we help, and to the local economy. Citizens Advice research found that 4 in 5 people we help had experienced a big life change before asking for our help – with nearly half reporting a change in their health condition. 9 in 10 reported that the problem affected their lives, including financial difficulty and making managing day-to-day harder. 77% of the people we help say that they would not have been able to solve their problem without Citizens Advice support; 79% of Basingstoke clients said they felt less stressed; and 96% felt more confident about dealing with their problem. What we do is life changing, both for those we help and for our team. It also ripples out to improve the wellbeing of our community. However, don’t take my word for it – in this Review there are plenty of examples of this, including an inspiring, personal and emotional testimonial. Contents Aims and Principles 2 Chief Executive Officer & Contents 3 Chair of the Trustees 4 This is Sam 5 The wider value of volunteering 6 Our Team 2017/18 8 Our Impact 10 Dashboard 2017/18 12 Hate Crime 14 My Experience 15 Money Advice Service What Works 16 Training Manager’s Report 17 Alleviating poverty for the over 65’s 18 Enquiry by Local Ward 19 Research and Campaigns 20 Housing Casework 22 Employment 24 Hospital project 26 Local Welfare Assistance (LWA) 27 Other community work 28 Our Funders 30 Our Thanks 31 3 Ian Green Chair of the Trustees From the moment that somebody walks through our door and is greeted by the welcoming smile of our receptionist, it is easy to forget that Basingstoke Citizens Advice is hugely dependent on the goodwill, dedication and skill of our many volunteers. Supported by paid staff who make sure that the advice we give is accurate, we make every client feel special. We are proud to have over 90 volunteers who give 536 hours a week providing mainly face-to-face and telephone advice. Volunteers also fulfil other essential roles such as administrators and fundraisers, specialists and bookkeepers, all here to help to provide free, confidential and impartial advice to everybody about nearly everything. Who we support Our team are focused on being available to all, opening 6 days a week for face-to-face, telephone and on-line support; we provided free advice to over 14,000 people in the last year. However, just being there is not enough, and over the last year, we have continued to reach out to people and groups who may need extra support. By working with other charities, such as the Food Bank, and organisations like Sovereign Housing, services are provided where it is most important, to prevent further hardship. I am particularly pleased that we have become the first Hate Crime Third Party Reporting Centre in Basingstoke, again providing confidential support and advice to those who feel vulnerable. How well do we do? Providing such a high volume of advice and assistance is of course not easy, especially when we have to ensure that every piece of advice we give is both relevant and accurate. I am really pleased to say that not only did we achieve record satisfaction from our clients (99% saying they would recommend us to others), but we also passed our AQS quality audit with outstanding results that included Casework in Employment and Housing. As we head into the future we see many new challenges on the horizon, the uncertainties of Universal Credit as it rolls out across Basingstoke, to the unknown challenges we may face with changing Government priorities. However, with the support of the public, and our main sponsor, Basingstoke & Deane Borough Council, we plan to be there when needed. 4 This is Sam Sam is an example of one of our 92 trained volunteers. People like Sam give their time, skills and experience to benefit the people who come to us for help. This year our volunteers gave 536 of volunteering hours every week to help deliver our services. We couldn’t help as many people as we do without them. Last year the economic monetary value of our volunteers was £484,645. ‘It is important to give something back to the community and volunteering at Citizens Advice is an incredibly worthwhile thing to do. It has given me a welcome learning opportunity and I learn new things every week.” ‘I love the fact that when I come into the office I feel part of a team, always welcomed by friendly people. I feel looked after and acknowledged for the work I do. When they say ‘we help change lives’ that is exactly what happens. We do actually change people’s lives, mine included.’ 5 The wider value of volunteering One of the areas where we’re only able to partially demonstrate our saving to public services is volunteering. Volunteering also benefits our volunteers, they improve their skills, resilience, health and wellbeing, while strengthening community engagement. Our training and the experience of supporting others helps volunteers improve their own employability. 8 in 10 of our unemployed volunteers believe they are overcoming barriers to employment 54% of our employed volunteers state that they are using it to change or evaluate their career 35% of our volunteers left us for education, employment or training last year This is additional benefit to society through the way we deliver our services. Making a difference to people like Nina* was why Sam wanted to volunteer in the first place. He wanted to use his skills and experience from his working life to help people with their problems. Working at his local Citizens Advice means Sam has a better understanding of the issues in his community. He also finds volunteering and the training he received from Citizens Advice has helped him develop in his career. *Nina’s story: See Impact report 6 An Employment Adviser's week: 30 May to 6 June Background: I am a one-day-per-week voluntary adviser, on Wednesdays (usually). 30 May – Day in the bureau with two afternoon appointments, one of which needed an employment tribunal claim to be filed within a week. Completed the process over the next few days. This was a Disability Discrimination claim by a client with severe dyslexia. 31 May – A Preliminary Hearing by conference call on an Unfair Dismissal/Race Discrimination case. The Judge in Southampton conducted proceedings with me in the bureau, with the client, and the Respondent's solicitor in Cardiff. Full hearing set for 7 – 10 January 2019. This case involved unfair selection for redundancy. 1 June – In London from 11.00am to 3.00pm for a Citizens Advice Employment Advisers' Forum. This gave us an update on Employment Law decisions and majored on TUPE. Also a good opportunity for networking. 2-5 June – Dealing with the Respondent’s solicitor on a Disability Discrimination claim. Following a report by a medical expert, disability (depression) was acknowledged. This meant that an arranged Preliminary Hearing was cancelled. The full hearing is on September 12-14. Dealing with ACAS on an Unfair Dismissal/Wages claim (hearing on 12-13 November). This involved underpayments, lack of Holiday Pay, no Notice Pay. Dealing with Respondent’s solicitors on a costs application, asking them to withdraw their claim. The costs were over £35,000. Case ongoing. Trying to settle a Wages claim with the Respondent’s solicitors with a view to an agreed settlement via ACAS (hearing set for 4 and 5 October). This involved minimum wage, employee/self-employed status and Notice Pay. Preliminary Hearing preparations on an Unfair Dismissal claim (hearing 6 July). Frequent consultations with the Respondent’s solicitor about documentation. 6 June – Day in the bureau, starting with a Team Meeting. Two appointments after lunch. Keith Williams Volunteer 7 OUR TEAM 2017-18 Advisers/Assessors Helen Leaford Chief Executive Officer David Backers Kate Manton Graham Hatcher Anne Barr Karen Ralph Catherine Brooks Olga Vlastaris Advice Services Manager Brigid Campbell Francesca Wood Louise Paine Paul Clasper Gillian Devonshire Admin/Reception
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