REPORT OF THE TRUSTEES FOR THE YEAR ENDED 31ST MARCH 2018 Darlington Citizens Advice Bureau Annual Report 2017 / 2018

Delivering Life

Saving Advice

“Working in the community, for the community.”

Company Limited by Guarantee No. 5562437 Charity Registration No. 1112414

DARLINGTON CITIZENS ADVICE BUREAU

Welcome to Darlington Citizens Advice Bureau, the local independent charity which is a part of

one of the largest advice organisations in the UK

To provide the advice that people need for the problems they face.

To improve the policies and practices

that affect people’s lives. AIMS

We provide free, independent, confidential and impartial advice to everyone about their rights and responsibilities. We value diversity, promote equality and challenge discrimination.

£5,152,056 Income maximized through the take up of benefits.

99% Darlington clients were happy with our Quality of Advice*

Client access 5,103 clients accessed our services last year

£403,581

Financial contribution of volunteers’ time last year OUR SERVICE

* Citizens Advice Darlington Client Feedback Survey 2016/2017

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Contents

View from the Chair 4

Chief Executive Officer’s report 5 - 6

Hitting the headlines 6

Making a difference to the lives of those living and working within 7 Darlington

Volunteers & training 8

Our work in the community 9 - 10

Client Profiles 11

Case Studies 12 - 13

Employability Case Studies 14 - 15

Client comments 16

Structure, Governance and Management 17

Objectives and Activities 18

Financial Review 19

Statement of Trustees’ Responsibilities 20

Who’s who 21

Independent Auditor's Report 23 - 26

Statement of Financial Activities 27

Balance Sheet 28

Cash Flow Statement 29

Notes to the Accounts 30 - 41

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View from the Chair Robert Murphy mention there. It was our hope and earlier report: I don’t foresee that aspiration that we might relocate changing any time soon. from our Bennett House, Horsemarket premises. I’d not In this particular case, it gives me wanted to jeopardise the process, no pleasure at all in having been but I’m now pleased to be able to proved correct. From a local confirm our move to Church Row in Citizens Advice point of view, we the New Year was successful and find the situation as frustrating as that we are now well established. the rest of the population. n preparing my report each We can now offer much improved Darlington is like any other town in year, I always start by looking disabled access and hopefully a having non-UK workers, both from back at what I said 12 better experience for clients and I the EU and beyond, in hospitality months ago, and consider if things staff alike. and care industries, including the turned out as expected, or did it all NHS. We are still part of the EU, There have been some movements go horribly wrong? So I’m following and the current legal position is the in the composition of our Board of that tried and tested method again same as it was pre-June 2016. Trustees. My thanks go to our and see that in 2017, I commented However, 2019 and our exit from treasurer, Lorna Christie who has on an emerging stability in the EU is not very far away. The stood down due to family Darlington, following a period of challenge for us at Citizens Advice commitments. In her place, we cutbacks. I’m pleased to see that is to be able to absorb all the new welcomed as our new treasurer pattern has continued, and that guidelines and regulations, when Paul Pimm, currently Treasury there remains light at the end of the they eventually arrive, and to then Manager with Darlington Building tunnel. Just little things can make a be able to advise clients Society. Our thanks also go to difference to people’s perceptions accordingly. I’ll be particularly Darlington Building Society for of well-being. Council gardeners interested to see how this one allowing Paul the flexibility to can be seen once again out and plays out. combine this voluntary role with the about tending to town centre flower demands of his full time beds, and the Cascade, the water The worry is, of course, that a employment. feature on High Row fronting the deadline for action will be reached, covered market, is back in action without any certainty or agreement All of our Board are volunteers. after two years. Darlington is even as to what actually happens. There are no paid roles. If any of seeking to participate in the Anyone heard of Universal Credit? you reading this Report feel that Northumbria in Bloom competition. It went live in Darlington in June you may have something to So all is well with the world again. 2018, but it’s fair to say the results contribute to the running of your Well; not quite. For most of us, we are not what providers or users local CAB, we are always have perhaps weathered the storm may have wished for. Here’s a interested to hear from prospective and some normality has returned. short quote from a 2018 report by new Trustees. However, for many of the clients of the Joint Public Issues Team: Citizens Advice Darlington, the Finally, a big thank you to all our situation is unchanged and The design of Universal Credit staff, and volunteers. Unpaid austerity continues. A little bit of (UC) does not reflect the realities of volunteers make up the majority of sunshine may make you or I feel those who must rely on it. The those workers meeting clients face good, but for those living on design assumes substantial to face. I hesitate to draw Benefits, or in poor rented savings, IT access and literacy as comparisons with the RNLI whose accommodation, or suffering from well as monthly salaries. While volunteers face a much more some disability or discrimination, these are the norm for many arduous task, but the reality is that the practical constructive advice members of society, including most members of the public think provided by our service will count those who designed UC, they are that the Citizens Advice service is for much more. It would also be not the experience of many people somehow paid for by central remiss of me, as I write these who will have no choice but to rely government and that workers notes, not to mention the doubts on UC. receive a salary. That is not the case and I make no apologies for and uncertainties faced by the local Or to put it another way, it does not setting the record straight, as a employees of some of Darlington’s do what it says on the tin, because regular part of this report. prominent businesses. Decisions it was designed by people who are made by distant paymasters are out of contact with real life on the Citizens Advice Darlington remains usually adverse and rarely offer ground, and the circumstances of the only provider of holistic advice improvements. those people most affected by the in the town. That means our The second thing that I commented rules. service isn’t limited by age group, subject matter, or client on last year, was the uncertainty Going back to my report last year, background. The service is also regarding Brexit. To quote from my there was something I did not unbiased and free. 4 REPORT OF THE TRUSTEES FOR THE YEAR ENDED 31ST MARCH 2018

Chief Executive Officer’s report

Neeraj Sharma Finally the year would not our Business Plan be complete without objectives, creating and recognition of our major developing new income achievement of acquiring streams and by winning and developing a disused public sector contracts and CVS site and transforming it funding bids. We are into a modern accessible extremely grateful to all of Bureau fit to meet the fter eight years at our funders for continuing to needs of staff and clients the helm of support our one stop advice for the next 25 years. A Darlington centre and community and Making this happen has not Citizens Advice Bureau, I health outreach been without challenge and never cease to be inspired programmes. Their support has required the by the level of passion, has meant that we can management team and commitment, dedication continue to deliver trustee board to consider an and drive of staff and preventative programmes “invest to save” formula, volunteers to support the such as financial capability when spending from our community of Darlington. and older people’s reserves. programmes such as Certainly the last 12 months During the next financial GOLD, funded by Ballinger have been extremely year it is extremely Trust and Crisis support challenging for all staff and important that the Bureau funded by Darlington volunteers, with a consolidates and grows our Borough Council, along with substantial uplift in the existing services whilst at rehabilitative support number of clients requiring the same nurturing the provided in GP practices face to face support with development of new income (Darlington Clinical complex needs and streams and promoting the Commissioning Group) and complicated issues. At the growth of healthy across Darlington hospitals same time an overall partnerships. This for residents who are contraction of available approach which has been suffering with mental health funding for advice services agreed within our new needs or living with a life has made it far harder for energised three year limiting illness (Tees, Esk managers to allocate the strategic plan, will not only and Wear Valley NHS Trust resources required to meet benefit clients directly, but and Macmillan Cancer this need. However we will congruently progress Services and CDCF). Within have been resilient in the overall organisational the year we have also face of challenge and have sustainability. expanded the range of our proactively worked together employability support for to address both our young people aged 16-29, immediate difficulties and leading to phenomenal longer term challenges. results and outcomes for As managers and the our job seeking young trustee board we revisited people.

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Chief Executive Officer’s report

Economic value of volunteering at Darlington Citizens Advice Bureau

Volunteer Role Equivalent paid job - Annual Hourly rate Annual hours Annual value Survey of Hours and Earnings 2017/2018

Generalist Adviser Associate professional and £17.31 6312 £109,261 technical occupations

Trainee Adviser Administrative and secretarial £11.73 6594 £77,348 occupations

Gateway Associate professional and £17.31 3084 £53,384 Assessor technical occupations

Social Policy Associate professional and £17.31 440 £7,616 worker technical occupations

Advice Session Associate professional and £21.41 2400 £51,384 Supervisor technical occupations

Support function Administrative and secretarial £11.73 8332 £97,734 occupations

Trustee Managers and Senior Officials £24.48 280 £6,854

Total 27,442 £403,581

Hitting the headlines

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Making a difference to the lives of the people living and working in Darlington

he value of advice can never be Client contacts are T overstated. the number of times Ensuring people secure a client or their their correct entitlement to representative have benefits, employment rights, been contacted. redundancy payments, Improvements in money and debt advice sessions management can enable have reduced the people to maintain their overall contacts ability to pay essential bills necessary such as mortgage and rent to process a payments. client case. supports the This in turn reduces the individual, but it impact of the recession and Citizens Advice Bureau also provides a vital cash means that the threat of intervention, £5,152,056 lifeline to local businesses eviction and poverty are was secured for the that profit from the filtration greatly reduced. residents of Darlington. resulting from the purchase of local goods and services. As a result of Darlington Increasing income not only Our service

Research & problems with medical the LGBTQI community Campaigns assessments for we identified the need to benefits. We are pleased create a localised peer The power to influence and to report that many of the support group. Citizens bring about change of policy points that we raised also Out was formed; the group is at the core of our meets weekly within CAB services. Our role is to and champions equality listen to our clients, learn issues from their experiences, identify issues and practices  We initiated a local which have a campaign requesting that disproportionate and unfair clients attending Personal affect and seek to elevate featured within the Independent medical these issues and bring “Committee’s” based assessments asked about change. recommendations to for the assessments to be Government recorded Our top five achievements in  We established a local  We established a local multi-partner evidence 2017/2018 are: action group of 5 regional local Citizens Advice base group, committed to  We submitted a report to offices collectively sharing capturing evidence and the Parliamentary Select data policy arising after the full Committee regarding scale roll out of Universal  Following consultation with Credit

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Volunteers & training

“Volunteers are at the heart of our service helping thousands of residents and workers of Darlington each year, providing them with advice, information and advocacy. We have invested time and resources in ensuring that we are able to offer a wide breadth of volunteer opportunities and career pathways” Neeraj Sharma, CEO Darlington Citizens Advice Volunteer profiles

Angelina Farlow Bob Miller I had visited CAB on In my working life I was a several occasions over 2 years as a client due former primary school to unforeseen family teacher and I have difficulties. Both I and volunteered at Citizens my mother needed Advice Darlington since advice with regards to 2009. I have enjoyed the benefits as nobody in roles as an Assessor and our family had to claim Advice Session benefits before so we didn’t know where to start. CAB was a Supervisor. I have found helping residents great help and steered us in the right of Darlington with benefits, family and direction. finances has worked well with my other While attending the appointments I saw voluntary work. Whilst volunteering at an advertisement on the wall inviting Citizens Advice I have noted the need for volunteers for reception. I took the details intervention and advice at certain stages in down and a year later I emailed our every persons life, without invaluable advice training supervisor expressing my interest and support people would miss out on their and outlined my past experience. rights and struggle financially. If I hadn't I have been running my own cleaning volunteered, I would never have noticed business and I had some spare time on a cuts to other services and the impact on Wednesday afternoon, so I volunteer people in the community. I wanted to ensure every week. people of Darlington didn't face isolation in I have been working on the Advice line as their community so I organised and now a gateway worker. I am almost signed off manage a weekly LGBT drop in session at and I am looking to advise in the future. Citizens Advice Darlington. The skills I have acquired are learning about consumer rights, benefits and local help for people in the Darlington area. I have learned practical skills such as “May I add that Bob was shortlisted as a using the telephone system and furthered nominee for the 2018 Best of Darlington my IT skills. I have also enjoyed meeting awards. Bob has inspired others to think new people and working as part of a about issues affecting the community.” team. I also gain a lot of satisfaction from helping people. Dawn Gill Advice Services Manager

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Our work in the community The impact of our Projects

s an organisation we have adopted a A multi-channel approach to advice giving. Not only are our services all inclusive, but they also target those people who are most vulnerable and in greatest need. Our projects are delivered from the main centre and community and health outreach settings, ensuring that we can be as socially inclusive as possible. The projects complement the ‘core’ Citizens Advice service and increase the representation, thereby education and training numbers of people who can minimising the risk of access our service as a repossession and other Support with employment whole. creditor/legal action. opportunities – CV’s, applications, interview Youth Employment Our projects: techniques Initiative* Debt Advice One-to-one money

Youth Employment Initiative mentoring – in order to take The availability of face-to- (YEI) funding has enabled control of their finances, face debt advice is track money and set extremely important for the us to support young people residents of Darlington. aged between 16-29 not in financial life goals employment, education or Darlington Citizens Advice Financial support with Bureau had been told the training to access skills travel and training costs debt advice funding would training and real life Bespoke accredited stop, but it was argued opportunities to move into successfully that Darlington education and training business administration and would be an advice desert alongside support to call centre training and and so funding was volunteer placements confirmed for two full-time demonstrate their posts. talent. We provide: *The Youth Employment Initiative is part-funded by the Our specialist debt Essential skills and digital European Social Fund as part of caseworkers assist learning residents by maximising the 2014-2020 European incomes, applying for all Support to access external Structural and Investment Funds relevant benefits and training Growth Programme in England dealing with multiple debt problems and court Opportunities to explore

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Our work in the community the impact of our Projects (continued)

Cancer Services with mental health issues are GOLD - Growing Older Living in Darlington - champions to Continued funding from supported to address the root socio-economic factors improve the quality of life for matched CDCF Macmillan people over 50 living in Cancer services has enabled impacting on their mental Darlington, with older people us to continue to provide vital health and wellbeing. at the heart of planning, support to residents and their Generalist Advice development and activity. families with a cancer diagnosis. The service is Service GOLD leads on meetings to incredibly well regarded and Ceased to be funded by keep members up to date on is delivered from Darlington strategic grant 2016 and is changes that may affect Memorial Hospital from the now based on a revised full them. This platform enables main bureau, over the phone cost recovery programme. members to raise any issues and through home visits. which they feel may be of GP Surgeries Crisis Support & concern to them and the

Community Care wider community. With continued support from Darlington Clinical Support GOLD has representation on Commissioning Group (CCG) a wide range of networks, we are able to continue to  Provides emergency crisis forums and partnerships with provide support to vulnerable support with utilities and an interest in delivery of residents within GP surgeries essential products services to older people in who are struggling to cope Darlington. with root socio-economic  Access to alternative causation factors impacting awards GOLD develops and leads on on their physical and mental issues and concerns by health and wellbeing.  Financial Capability running scam awareness

support campaigns, ensuring older West Park Hospital people are better informed of

Working at the NHS adult  Support with benefits, how to keep financially safe psychiatric hospital in housing and employment and be scam aware. issues Darlington, Darlington Key achievements by GOLD Citizens Advice Bureau’s  Debt Advice in 2017/2018 Mental Health Project Worker takes referrals from health  All generalist civil legal  Annual tea dance social includes events attracting over 700 residents.

 Launch of older people’s advocacy support categories programmes. professionals and deals with Older People’s  Public health and CCG a wide spectrum of problems Programmes – GOLD consultation. to ensure that people living

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Client Profiles

Age profile

Gender profile

Disabled Long-Term Health Condition Not disabled/no health problems Disability Prefer not to say profile

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Case studies

Struggling Pensioner

Mareen aged 78 had vascular dementia and was cared for by her daughter who received a Direct Payment. Her hours of care were reduced by over half, making it more difficult for her daughter to continue to service the required hours, since she had to be available for work if working less than 16 hours and also had children. We helped her to re-examine the decision. In reviewing the decision it was noted that there were areas where needs were not being met and the authority agreed to review the decision, awarding additional time to support the client. We also helped give benefits advice to both client and the cared for person – ensuring increased income.

Health Based Outreach Support

Debbie came to Macmillan outreach for advice on entitlement because she had suffered a brain haemorrhage and stroke shortly after undergoing treatment for breast cancer. We identified her eligibility for ESA and helped her to make a claim for this. We also assisted her with a claim for HB and CTR which was extremely reassuring for her, and applied for a Discretionary Housing Payment for her to help with her rent shortfall. This was successful along with the other benefit claims so this plus the HB allowed her rent liability to be virtually covered enabling her to remain in her home. This was especially important because if she’d had to move house while trying to recover from such serious health conditions, it would have been extremely traumatic for her. We also helped her to apply for the Severe Mental Impairment discount on her council tax and advised her on other areas of support such as counselling, local support groups etc. Post advice Debbie stated: she felt so reassured about everything being in place that she could concentrate fully on her recovery and start rebuilding her life.

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Case studies (Continued)

Money Management

Jade approached the Service for help with benefits and to check she was receiving everything that she and her family were entitled to. Jade is 41 and lives with her Partner Jordan, who is 40 and their 3 year old Son. All of them suffer from complex mental health conditions. We helped Jade and Jordan make changes to their benefits to maximise their income. Our advice meant that they were £159.85 per week better off. We helped Jade and her family by getting 100% Council Tax exemption and this meant their debt of £754.25 with the Council was cleared and they received a cheque for £398.84 for backdated exemption. We managed to get 50% off the Client's monthly water bill with an agreement to look at writing off the arrears of £560.25 after 12 months. As well as this, their hire-purchase arrears were re-written so that they could keep essential household items and not worry about arrears and repossession of goods given their mental health problems. Jade and Jordan’s GP completed a form which we sent to their creditors to ask for their debts to be written off on the basis of their health issues. Jade successfully had £5,259.73 formally written off by her Creditors, whilst Jordan has had £771.32 of debt written off by his.

Delivering Life Saving Advice

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Employability Case Studies

Employability Case Study - Dom Dom’s Situation Aged 27 he had been sofa surfing for the last 6 months following a breakdown in his relationship with his partner. Dom had two children to his ex-partner however she had denied access to him. Dom had a considerable amount of personal debt, was extremely depressed, drinking heavily and having suicidal thoughts.

His confidence was at an all-time low, and he felt that his life was plummeting in a downward spiral.

Our work employability support worker Dorothy worked with Dom on a very regular basis; firstly internally referring him to CAB to discuss his debt issues and homelessness, then to build his confidence by reassuring him that we could support him. Dorothy set him tasks and activities designed to increase his self-esteem, sense of responsibility and purpose. Dorothy arranged for Dom to obtain volunteer shadowing within CAB and provided support with C.V. writing and interview workshops. Working with Dom we were able to explore his future career aspirations and identified that he would like a career working to support others. Dom started to proactively job search, by matching his skills and qualifications to applications.

We approached some Employers in Darlington regarding vacancies and asked Dom to apply. Dom presented Dorothy with two positions he was interested in, one was as a Support Worker and the other as a Team Leader, and stated that he didn’t feel confident applying for Team Leader. Dorothy suggested that he should apply for both and supported him to complete both applications.

Dom was invited for interview and was offered the role as the Team Leader.

6 months later Dom is extremely happy in his Team Leader role, has passed his probation and got a pay rise, he has a two-bedroom flat which allows him valuable time and access to his children.

Dom is still maintaining his budget plan and re-paying his lenders.

Doms Letter – To CEO

To whom it may concern.

I was referred to the YEI from the job centre as I was in a place of not knowing what direction to take career wise. I also needed help with my C.V as this was not up to date.

Upon meeting Dorothy I couldn’t of been made to feel more welcome or comfortable in her presence. Dorothy was very easy to talk to and made me feel at ease, we discussed all my previous experience and she helped me to figure out what direction to take.

I have communicated via email with Dorothy and she has been great, overlooking my C.V changes, sending job applications and just generally checking on my wellbeing.

Thanks to Dorothy's positive upbeat attitude and dedication, I am very pleased and extremely happy that I have got to where I need to be in life and have just started my career at a Team Leader level.

I Thank Dorothy personally for being Dorothy and I wish more people had the can-do helpful attitude she has, she is one in a million and I cannot thank her enough for the support she has given me and continues to offer.

Thank you again Dorothy, couldn't of done it without you!!

Many thanks

14 REPORT OF THE TRUSTEES FOR THE YEAR ENDED 31ST MARCH 2018

Employability Case Studies (continued)

Employability Case Study - Amy

Amy presented to the YEI as a single parent, low in confidence yet bubbly with great interpersonal skills. Amy had been un-employed for two years and wanted a career in child care; she had lost direction and was un-sure whether her career option was really achievable.

Amy was desperate to improve the quality of life for both herself and her little girl. Amy had some carer qualifications, experience of bar work and some child care qualifications. On assessing her qualifications and experience we agreed an action plan to address the barriers preventing her achieving her goals. Amy signed up for a Paediatric first aid course that was funded by the YEI to increase her chances of employment and gain a further qualification.

Amy met with her coach weekly and was supported to build her C.V., gain experience and apply for opportunities. In particular our work coach spent time reviewing Amy’s past working career and extracting transferable skills which could be linked to child care and could be evidenced directly and to essential child care skills. Following jobs based research Amy’s work coach contacted several nurseries who had previously offered nursery placements within the past 12 months to discuss Amy as a future potential candidate. This resulted in Amy being invited for interview and being offered a position. At our last review with Amy she reported back that she was very happy in her new job and the increased income had meant that she could move to a new flat with outside space for her daughter to play.

Employability Case Study - Zara

Zara started volunteering for Citizens Advice Darlington through the YEI programme after she was unable to find work on leaving university as she had little work experience. She followed the training programme for telephone gateway assessors and this increased her confidence in dealing with people. She started on a Financial Services graduate scheme in Cardiff in September 2017. Zara has fed back post appointment that it was her actual telephone training and delivery within CAB volunteer centre which equipped her with the skills knowledge and confidence to respond to the pre- employment assessment examinations mandatory for the role.

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Client comments

Just to let you know we all would be lost without you. All the people you have helped will be singing your praises for ever and eternity

Thank you so much for all of your help. I really couldn't have sorted all of that without you and you’ve set me up for the next steps of my life amazingly. You've made a massive difference to my progress and given me so much hope for my future helping me get one massive worry off my shoulders! I really appreciate the effort you put in for me..

16 REPORT OF THE TRUSTEES FOR THE YEAR ENDED 31ST MARCH 2018 Structure, governance and management

Governing meet the organisation's needs. Recruitment/ document A statement on reserves is appointment of included in this report: the Darlington Citizens Advice Trustees recognise this is a new trustees Bureau is a registered charity significant area of risk for the The directors of the company and a company limited by organisation. are also Charity Trustees for guarantee. Darlington Citizens the purposes of Charity Law. Advice Bureau is also known Organisational Under the requirements of the and referred to as Citizens Memorandum and Articles of Advice Darlington. structure Association the members of The maximum liability of each Darlington Citizens Advice the Board are elected to serve member is limited to £1.00. At Bureau has a Board that for a period of three years 31 March 2018, the company consists of up to 15 members. after which they must stand for had 43 members. Darlington This meets quarterly. re-election at the next Annual General Meeting. Citizens Advice Bureau is There is a finance committee governed by its Memorandum and an operations committee, The directors have drawn up a and Articles of Association as which make up the Board; set of job descriptions and amended on 13/03/2013. from time to time, working person specifications to cover groups are established to the varied requirements of an Wider network address specific issues: for ideally balanced board. In example, health and safety, Darlington Citizens Advice order to achieve this broad tendering, building and Bureau is a member of skill mix, candidates are asked equipment. Citizens Advice, the National to indicate their areas of expertise and a skills Association of Citizens Advice Membership of such groups assessment. Bureaux. may include staff, volunteers and others who can assist the It adheres to the principles of A Board recruitment panel Bureau. the national network, and is considers all applicants and invites them to a panel audited on the quality of The Board may also establish interview. Appointments to the advice and its organisational consultation forums and focus Board of Trustees are by co- structure. groups. option or election. Risk Management Responsibility for implementing the strategic Induction/training The Board has conducted a development of the Bureau is of new trustees review of the major risks to delegated to the Chief which the charity is exposed, Executive, who ensures that The organisation runs a and where possible has the organisation delivers the programme of training, established systems to services specified and that it which all board members are mitigate these. meets its key performance expected to attend. indicators. The Chief New Trustees are taken Internal risks are minimised by Executive manages the through an 'induction pack' the development and Advice Services Manager, the to ensure that they are implementation of policies and Administrator and the Training fully aware of Darlington procedures, including those on Team. health and safety, cash Citizens Advice Bureau principles and their handling, IT, complaints and The Advice Services Manager responsibilities to the grievances. has responsibility for the day- organisation. to-day operation of the These are reviewed generalist, outreach and periodically to ensure that they specialist workers. 17 DARLINGTON CITIZENS ADVICE BUREAU

Objectives and activities

Funds held as a custodian Darlington Citizens Advice Bureau also manages a client account for the Local Authority as a custodian. Public Benefit of Citizens Advice The charity's aims and achievements set out have been undertaken within this report. The activities set out in this report have been undertaken to further the charity's charitable purposes Darlington Citizens Advice Bureau aims to: Darlington Citizens for the public benefit. Advice Bureau Key The Trustees have complied with  Provide the advice people the duty under Section 4 of the need for the problems they face; Objectives: Charities Act 2011 to have due mprove the policies and The maintenance and regard to public benefit guidance  I  practices that affect people's published by the Charities development of high quality Commission and the Trustees lives; client-centred services and have paid due regard to this  Train all workers to provide  Increased partnership guidance in deciding what an accurate, high quality client working as a means of meeting activities the charity should centred service; client expectations undertake. Darlington Citizens Advice  The provision of support and The Bureau's main objective is Bureau provides services that advice, particularly for clients the promotion of any charitable work to: with the greatest needs purpose for the benefit of the community in Darlington and  Inform people about the law  To maintain effective District by the advancement of and how it affects them; governance and increase the education, the protection of reputation and profile of the health and the relief of poverty,  Advise people of the possible Bureau in Darlington sickness and distress. options available to them and the potential consequences of  To build upon the Statement of different courses of action; commitment of the staff through effective recognition and Purpose and  Listen to and support people personal development as they consider and decide strategies Strategic what to do; Objectives  The development of a  Assist people in pursuing finance strategy that supports The Citizens Advice service their chosen course of action; the aims and aspirations of the Bureau and its long-term provides free, independent,  Influence those responsible viability. confidential and impartial advice for policies and services by and counsel to everyone on their recommending changes based rights and responsibilities. upon people's experiences. It values diversity, promotes equality and challenges discrimination.

18 REPORT OF THE TRUSTEES FOR THE YEAR ENDED 31ST MARCH 2018

Financial review

Reserves policy We hold contracts/Service Level Agreements with a range of statutory bodies that recognise the value of advice in improving health and wellbeing. We are grateful for the investment in the Bureau outreach providers, which continues to ensure that we provide a more co-ordinated service for vulnerable hard to reach clients. The number and range of sources provides us with a diversified financial base to ensure the Bureau is robust and not over dependent on any one source of funding. We are committed to robust financial planning and to this effect we maintain a projection of income for at least three years ahead and will ensure that this continues to be derived from as wide a variety of sources as possible. We are also conscious that there is no such thing as a 'secure' funding source and have therefore adopted the following reserve policy: "The Trustees have recognised that the greatest single area of risk lies in the Bureau's lack of reserves, which were exhausted in the last decade. It is the Board's view that an organisation such as Darlington Citizens Advice Bureau should aim for reserves equivalent to three month's trading: at its present level of activity this should be in excess of £100,000. The board is confident that we will move towards a more acceptable level by the end of the financial year.

For Future Periods The financial outlook for DCAB continues to be extremely challenging given the further con- traction of public sector funding for front line vulnerable beneficiary support services and the over subscription of grant making trust body funding. The Trustee Board has committed to working towards are more sustainable diverse funding programme in 2018/2019 and will achieve this through:  Continuing to look for opportunities to work in partnership to deliver new and innova- tive services within the Borough of Darlington  Further diversify our funding base by delivering vulnerable community based support ser- vices  Through the exploration of new business initiatives designed to generate sustaina- ble income

Information Assurance - Statement of Internal Control The Bureau Trustee Board has approved a new Information Assurance Strategy, having identified the risk presented by the significant amounts of client data held in the Bureau. An Information Assurance Management team exists to ensure the confidentiality, integrity and availability of all our sensitive data assets is maintained to a level which is consistent with the requirements of our clients, our funders and our strategic partners.

The Bureau aims to achieve an appropriate level of compliance to the Data Protection Act, the Cabinet Office’s Security Policy Framework and to industry best practice, as defined by the ISO 27000 series of standards.

19 DARLINGTON CITIZENS ADVICE BUREAU Statement of Trustees’ Responsibilities

he Trustees (who  Prepare the financial So far as the Trustees are are also the statements on the going aware, there is no relevant T directors of concern basis unless it is information (as defined by Darlington Citizens Advice inappropriate to presume Section 418 of the Bureau for the purposes of that the charitable Companies Act 2006) of Company Law) are company will continue in which the charitable responsible for preparing business. company`s auditors are the Report of the Trustees unaware, and each Trustee and the financial statements The Trustees are has taken all the steps that in accordance with responsible for keeping they ought to have taken as applicable law and United proper accounting records a Trustee in order to make Kingdom Accounting which disclose with them aware of any audit Standards (United Kingdom reasonable accuracy at any information and to establish Generally Accepted time the financial position of that the charitable Accounting Practice). the charitable company and company`s auditors are Company Law requires the to enable them to ensure aware of that information. Trustees to prepare that the financial statements financial statements for comply with the Companies Auditors each financial year which Act 2006. They are also The auditors, Allen Sykes give a true and fair view of responsible for Limited, will be proposed for the state of affairs of the safeguarding the assets of re-appointment at the charitable company and of the charitable company and forthcoming Annual General the incoming resources and hence for taking reasonable Meeting. application of resources, steps for the prevention and detection of fraud and other including the income and This report has been irregularities. expenditure of the prepared in accordance charitable company for that In so far as the Trustees with the special provisions period. In preparing those are aware: of Part 15 of the Companies financial statements, the Act 2006 relating to small Trustees are required to:  There is no relevant audit companies. information of which the  Select suitable accounting charitable company's policies and then apply auditors are unaware; and ON BEHALF OF THE them consistently;  The Trustees have taken BOARD:  Observe the methods and all steps that they ought principles in the Charity to have taken to make SORP; themselves aware of any ...... relevant audit information  Make judgements and R Murphy estimates that are and to establish that the Chair of Trustees reasonable and prudent; auditors are aware of that information.  State whether applicable accounting standards Statement as to Date: have been followed and Disclosure of ...... explain where they haven’t been followed; Information to Auditors

20 REPORT OF THE TRUSTEES FOR THE YEAR ENDED 31ST MARCH 2018

Who’s who

Reference and administrative details

Charity name: Darlington Citizens Advice Bureau, also known as Citizens Advice Darlington Charity Registration: 1112414 Bank Company Registration: 5562437 (England Barclays Bank Plc and Wales) 27/31 High Row Registered Office: Darlington Up to: From: Co. Durham 28.02.2018 01.03.2018 DL3 7QS Bennet House, The CORE Solicitors 14 Horsemarket Church Row Latimer Hinks Darlington Darlington 5-8 Priestgate Co. Durham Co. Durham Darlington DL1 5PT DL1 5QD Co Durham Chief Executive: Mr Neeraj Sharma DL1 1NL Company Secretary: Mrs Hazel Thompson Trustee Board Date of appointment within the given year (DA) Date of leaving within the given year (DOL) Senior Statutory Auditor P W Lamb FCA DipPFS Ms L Christie (DOL 05.10.2017) Councillor W Newall Auditors Mr L McLeman (Vice-chairman) Allen Sykes Limited Mr A Macnab (DOL 07.12.17) 5 Henson Close Mr R Murphy (Chairman) South Church Enterprise Park Mrs G Moran (DOL 09.08.17) Bishop Auckland Mr G Marples (DOL 05.10.17) Co. Durham Mr D Byers (DA 05.10.17) DL14 6WA Mr P Pimm (DA 05.10.17) Mrs C Flintoft-Smith (DA 05.10.17)

21 DARLINGTON CITIZENS ADVICE BUREAU

Thank you

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