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Norfolk Citizens Advice Bureau Company Limited by Guarantee Financial Statements 31 March 2020

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Norfolk Citizens Advice Bureau Company Limited by Guarantee Financial Statements 31 March 2020 COMPANY REGISTRATION NUMBER: 03617412 CHARITY REGISTRATION NUMBER: 1071297 Norfolk Citizens Advice Bureau Company Limited by Guarantee Financial statements 31 March 2020 Norfolk Citizens Advice Bureau Company Limited by Guarantee Financial statements Year ended 31 March 2020 Page Trustees' annual report (incorporating the directors' report) 1 Independent auditor's report to the members 12 Statement of financial activities (including income and expenditure account) 15 Balance sheet 16 Statement of cash flows 17 Notes to the financial statements 18 Norfolk Citizens Advice Bureau Company Limited by Guarantee Trustees' annual report (incorporating the directors' report) Year ended 31 March 2020 The Board of management, who are also the directors for the purposes of company law, present their report and the financial statements of the charity for the year ended 31 March 2020. The financial statements have been prepared in accordance with the accounting policies set out in notes to the accounts and comply with the charity's governing document, the Charities Act 2011 and Companies Act 2006 and Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland published in October 2019. Reference and administrative details Registered charity name Norfolk Citizens Advice Bureau Charity registration number 1071297 Company registration number 03617412 Principal office and registered The Millennium Library office The Forum Millennium Plain Norwich NR2 1TF The trustees The trustees who served during the year and at the date of approval were as follows: David Browne (Chair) Ruth Darrah Ian Davis Richard Gray Charlotte Land Roger Margand (appointed 24 April 2019) Benjamin Meen (appointed 24 April 2019) Andy Mole Philip Morton (appointed 24 April 2019 and resigned 5 December 2019) Heather Peck Simon Smith Chief Executive Officer Jon Cheyette Auditor Lovewell Blake LLP Chartered accountants & statutory auditor Bankside 300 Peachman Way Broadland Business Park Norwich NR7 0LB Bankers National Westminster Bank plc 45 London Street Norwich Norfolk - 1 - Norfolk Citizens Advice Bureau Company Limited by Guarantee Trustees' annual report (incorporating the directors' report) (continued) Year ended 31 March 2020 CAF Bank Ltd 25 Kings Hill Avenue West Malling Kent ME19 4JQ Redwood Bank The Nexus Building Broadway Letchworth Garden City Hertfordshire SG6 3TA Solicitors Cozens-Hardy & Jewson Castle Chambers Opie Street Norwich NR1 3DP Leathes Prior 74 The Close Norwich Norfolk NR1 4DR - 2 - Norfolk Citizens Advice Bureau Company Limited by Guarantee Trustees' annual report (incorporating the directors' report) (continued) Year ended 31 March 2020 Objectives and activities Norfolk Citizens Advice is a local charity for the whole community that provides free, confidential, impartial advice & information and campaigns on big issues that affect people's lives. We aim to help everyone who contacts us to find a way forward, whatever problems and challenges they face. Advice provided by Norfolk Citizens Advice is free, independent, confidential, impartial, and available to everyone regardless of race, sex, disability, sexuality or nationality. Norfolk Citizens Advice is a member of the national charity Citizens Advice which produces and updates AdviserNet (the web-based system we use to advise clients) and sets and enforces quality standards for the advice services provided, internal organisation, training, equal opportunities and accessibility. We hold the Advice Quality Standard (AQS). Norfolk Citizens Advice services are delivered by volunteers and paid staff. We run a recruitment, induction and training programme to ensure we can provide teams of volunteers and staff at our various offices, outreaches and through our digital team to provide a range of generalist and specialist accredited advice services. We have continued to focus on bolstering our formidable team of volunteer advisers and aim to recruit and train more each year. As at 31 March 2020 we had 220 volunteers delivering an equivalent of approximately 65,000 hours of service. We also had 45 paid staff helping to deliver a range of accredited advice services. In addition to providing advice to our clients, we collect evidence of client experience where this may illustrate failings in local and national policies and we bring this to the attention of authorities, mostly via National Citizens Advice. Public Benefit The Trustees are mindful of the requirements of the Charity Commission regarding the Public Benefit test, and confirm that the activities of Norfolk Citizens Advice will conform with these requirements, as stated in the Objectives and Activities above. - 3 - Norfolk Citizens Advice Bureau Company Limited by Guarantee Trustees' annual report (incorporating the directors' report) (continued) Year ended 31 March 2020 Achievements and performance Our main offices are located as below, with additional outreach services operating across Norfolk: Attleborough Dereham Fakenham Great Yarmouth Holt Kings Lynn North Walsham Norwich Watton Wymondham People contact Norfolk Citizens Advice in person, by phone, email or webchat in increasingly large numbers, seeking advice and information to help them deal positively with the many challenges they face. During this year a total of 20,923 people came to us for help and advice with 73,949 issues. People seek support to enable them to better understand their rights, responsibilities and entitlements, or what other services are available to help them. Welfare Benefits including Universal Credit, Debt, Housing, Employment and Family & Relationships issues continue to be the dominant areas of advice sought. 2,419 people came to see us specifically about 18,803 debt issues. Many of the people who come to us for help are experiencing high levels of stress and anxiety due to the issues they face. Increasing numbers of people come to us with several, often related and complex issues that are adversely affecting their lives. We have worked hard to demonstrate to our funders and key stakeholders that our work, in partnership with many other voluntary and statutory sector organisations, plays a vital role in ensuring the wellbeing of everyone in the county. We understand the financial pressures that many funders face but we continue to prove that our services offer best value for Norfolk residents. As part of a wider 'prevention and wellbeing' agenda we know that a modest investment in our charitable work translates into significant savings and benefits for individuals, families, wider society and the public purse. Using an HM Treasury approved model, we know that our impact and value are significant. In the 2019/20 financial year our work provided: Value to individual clients totalling £32.9 million . For example, income maximisation through benefit entitlement, debts reduced/written off and consumer issues resolved. Public value totalling £46.9 million . For example, in wider economic and social benefits, improvements in participation and productivity, supporting people into gainful employment, actively contributing to their local communities, benefits to both our clients and our volunteers Fiscal benefits in terms of savings to the public purse totalling £7.24 million . For example, a reduction in health service demand, a reduction in demand on local authority homelessness services and a reduction in 'out of work benefits' for our clients and volunteers We maintain that our value and impact must be recognised so that we can continue providing our services for the benefit of our local communities. Funding that enables us to develop our work further should therefore be seen as a priority. Despite the very challenging times we operate in, we are satisfied that our prudent approach to effective budgetary controls means we remain a sustainable and effective local charity. - 4 - Norfolk Citizens Advice Bureau Company Limited by Guarantee Trustees' annual report (incorporating the directors' report) (continued) Year ended 31 March 2020 Digital Expansion . Throughout this year we have developed our digital team in an attempt to meet the demand on our service from people who contact us by phone, email and webchat. We have made steady progress in meeting this demand but there is much more to do to raise the necessary funds to make this a sustainable part of our service delivery and to answer more of the 10,000 calls that we receive each year. We are particularly pleased to have developed a collaborative partnership with the Law Clinic at the University of East Anglia where Undergraduate Law students are able to train as advisers and bolster our digital team to help to provide an effective service. Pro Bono Solicitors scheme . A pro bono rota scheme serving King's Lynn, Norwich and Wymondham in General and Family Law continue to provide invaluable services to clients. All lawyers are thanked for contributing their time and expertise, as are those who take referrals under our Employment Law Panel scheme. Food Banks and Vouchers . There has been a sustained increase in the demand for Food Bank Vouchers at all our offices. Whilst the bulk of this additional demand is caused by delays in benefit payments or benefit sanctions, many more low income families, not in receipt of welfare payments, are looking for foodbank help. Our partnership with Foodbanks across the county has been a vital lifeline to many families living
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