Annual Report 2018/19 Page 1 of 40 We are Citizens Advice and we are here for everyoneWe help people find a way forward We can all face problems that seem complicated or intimidating. At Citizens Advice Mid-North Yorkshire, we believe no one should have to face these problems without good quality, independent advice. That is why we are here: to give people the knowledge and the confidence they need to find their way forward - whoever they are, and whatever their problem. We give advice to thousands of people We are part of a network of independent charities that offers confidential advice online, over the phone, and in person, for free. Last year, Citizens Advice Mid-North Yorkshire helped 8,956 people with 36,923 issues, either face-to-face, telephone, web-chat or email. When we say we are for everyone, we mean it. People rely on us because we are independent and totally impartial. We are four services based at the very heart of our communities, in Hambleton, Richmondshire, Ryedale, and Selby & District. We speak up for our clients No one else sees so many people with so many different kinds of problems, and that gives us a unique insight into the challenges people are facing today. With the right evidence, we can show big organisations – from companies right up to the government – how they can make things better for people. We see how problems can be linked. By helping people with the underlying cause of their problems and making sure they don’t get worse; we save the government and public services hundreds of millions of pounds every year. We make a difference Page 2 of 40 Contents ___________________________________________________________________________________________________________ Comments from the Chair 4 Chief Executive’s report 5 Treasurer’s report 6 Our value to society 7 Impact, key statistics, issues and client profiles 8 - 10 Client feedback and stories 11- 13 Local offices 14 - 15 Volunteer recruitment and training 16 Volunteers and our service 17 Our year in pictures 18 - 21 Projects Action Towards Inclusion 22 - 23 Advice Matters 24 Ex-Services Support North Yorkshire 25 Macmillan Specialist Palliative Care 26 - 27 Team (SPCT) Benefits Service Money and Pensions Service 28 - 29 Pension Wise 30 Rural Reach 31 Rural Advice Bus pilot 32 - 33 Warm & Well in North Yorkshire 34 - 35 Research and campaigns 36 Our funders and supporters 37 Volunteers and paid staff 38 - 39 Contact details 40 Statement of Internal Control The trustee board of Citizens Advice Mid-North Yorkshire oversee the information security of all personal information of our clients, staff, funders and strategic partners that is processed. Citizens Advice Mid-North Yorkshire hold joint responsibility for client data, that is held in our case management system, with the national Citizens Advice Service. An information assurance management team exists to ensure the confidentiality, integrity and availability of all personal and sensitive data is maintained to a level which is compliant with the requirements the General Data Protection Regulation and Data Protection Act 2018. Page 3 of 40 Comments from the Chair ___________________________________________________________________________________________________________ This year has been an exciting and successful one for our organisation. Although we like the communities we serve, have faced difficult and challenging times, we have faced up to them well, increasing the range of services we provide and our range of funders. We have grown our partnerships with other charities, statutory agencies and other vital services that help us help our clients. We are indebted to numerous and varied sources - our funders, large and small, without whom we could not open our doors; our volunteers and staff, without whom it would not be worth opening our doors; our clients, for putting their trust and confidence in us by seeking our advice; organisations for listening to us when we raise an issue on a clients behalf. This report shows the scale of the work that we do, and we are looking forward to increasing that help as our communities work with us to create services they need making the best use of resources that we can. I must again thank my fellow board members who volunteer and carry much responsibility on their shoulders and congratulate all on the excellent audit result that our service was awarded this year. Carl Les Chair of Trustee Board 52% 37% 11% people helped people helped people helped via web chat or email face-to-face via Adviceline Page 4 of 40 Chief Executive’s report ___________________________________________________________________________________________________________ My thanks as always go to our brilliant volunteers and staff who have worked tirelessly this year to provide an excellent service at the heart of our communities at this time of challenges and change. For us, this year has been marked by partnerships and the work we have done with other groups and agencies in our areas to reach those who most need our help. I would like to say a special thanks to all those who helped us in setting up the Rural Advice Bus pilot in Richmondshire, and those who partner with us in the Selby Advice network, and through Warm and Well in North Yorkshire. We have also seen the premises in Northallerton and Selby made fit for purpose and seen a real boost in the services we provide to the communities in those areas. I would especially like to say a big thank you to the partners we have worked with in Ryedale. They have helped us in beginning the transformation of our services and helping us grow our presence within the communities across Ryedale. Although we currently work closely with over 200 partners over the whole of North Yorkshire, I would like to say a special thank you to the following who have given us extra support this year: North Yorkshire County Council Hambleton District Council Richmondshire District Council Ryedale District council Selby District Council Community First North Yorkshire Age UK Two Ridings Community Fund Selby Town Council The National Lottery Community Fund NYCC Fire and Rescue Service Carol Shreeve Chief Executive Officer Page 5 of 40 Treasurer’s Report ___________________________________________________________________________________________________________ Following the significant changes we saw within Citizens Advice Mid-North Yorkshire last year, with a merger, office move, refurbishment and instigation of a new ‘advice bus’, this year has provided a welcome period of stability and consolidation on the financial side of the operation. That isn’t to say that we don’t continue to face economic, political and social uncertainty, but against this, we have continued to demonstrate a level of financial resilience that has enabled Citizens Advice Mid-North Yorkshire to provide much needed support across our community. This report sets out the ongoing complexity of activities undertaken, and this reflects the breadth of knowledge required to provide support citizens across our region. As always, we must recognise and show thanks for the support provided by our funders, who ultimately ensure the provision of high quality advice continues, but equally we should take this opportunity to pay tribute to the dedicated group of volunteers and staff who, under Carol’s leadership and guidance, provide such a valuable service. The Financial Health Monitoring Reporting introduced a couple of years ago continues to provide ongoing assurance against all key measures of liquidity, operating expenditure and reserves which all operate within agreed tolerances – providing confidence in our ongoing ability to provide much needed advice services. We must be ever mindful of the continuous need to adapt. Whilst use of telephony and digital channels will play an increasingly important role, this is balanced against the rural nature of our community and providing extended outreach services. I consider our ongoing financial strategy continues to be well placed to take account of these changing demands. Mark Hoggard Treasurer Page 6 of 40 Our value to society ___________________________________________________________________________________________________________ Citizens Advice use an established Treasury approved model* to calculate the financial value of our advice and the positive outcomes it contributes to, for individuals and society. In 2018/19, for every £1 invested in Citizens Advice Mid-North Yorkshire we generated at least: £3.81 in savings to government and public services (fiscal benefit) By helping stop problems occurring or escalating, we reduce pressure on public services like health, housing or out-of-work benefits. Total fiscal benefit £2,681,619 £23.13 in Wider economic and social benefits (public value) Solving problems improves lives - and this means better wellbeing, participation and productivity for the people we help. Total public value £16,340,258 £19.80 in value to the people we help (financial outcomes following advice) As part of advice, we can increase people’s income, through debts written-off, taking up benefits and solving consumer problems. Total financial outcomes £13,986,999 It’s impossible to put a value on everything we do, and so this is likely to be a conservative estimate. *As set out in the unit cost database published by New Economy as part of the impact model used by national Citizens Advice http://neweconomymanchester.com/our-work/research-evaluation- cost-benefit-analysis/cost-benefit-analysis Page 7 of 40 Impact and key statistics