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Annual Report 2019/20

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Annual Report 2019/20 “With your help and support, I had a weight lifted from my shoulders and felt I could move forward in a positive way. Thank you to all.” Client quote Annual Report 2019/20 Page 1 of 23 Free, confidential advice. Whoever you are. We give advice to We speak up for millions of people our clients We are part of a network of No one else sees so many people with independent charities that offers so many different kinds of problems, confidential advice online, over the and that gives us a unique insight into phone, and in person, for free. the challenges people are facing today. This year Citizens Advice Mid-North With the right evidence, we can show Yorkshire helped 10,015 people with big organisations – from companies 41,069 issues. right up to the government – how they can make things better for people. When we say we are for everyone, we mean it. People rely on us because we We see how problems can be linked. are independent and totally impartial. By helping people with the underlying We also give advice on consumer rights cause of their problems and making on our consumer helpline, support sure they do not get worse; we save the witnesses in courts through the Witness government and public services Service and give pension guidance to hundreds of millions of pounds people aged over 50. every year. We make a difference www.citizensadvicehrs.org.uk We have adopted the recommended Citizens Advice Information Assurance (IA) policy. We collect data and manage IA risks in accordance with this. Citizens Advice Mid-North Yorkshire Registered office: 277 High Street, Northallerton, North Yorkshire DL7 8DW. Charity Registration Number 1146084. A Company limited by Guarantee in England Number 7890996. Authorised and regulated by the Financial Conduct Authority FRN: 617621. Page 2 of 23 Contents Foreword 4 Treasurer’s report 5 Our impact in 2019/20 6-7 Issues we helped with in 2019/20 8 Client profiles 9 Our service 10 Volunteer with us 11 Projects 11-13 Working in partnership across 14 North Yorkshire Feedback from our clients 15 Client case studies 16-18 Research and campaigns 19 Thank you to our funders and supporters 20 Local Citizens Advice performance and 21 quality framework Contact details 22 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 23 Foreword Carl Les Carol Shreeve Chair of Trustee Board CEO My thanks, as always, go to my fellow A big thank you to all our volunteers, board members, the staff, and staff and funders who have made this volunteers at Citizens Advice Mid-North year work despite the challenges we Yorkshire who have increased our have all faced. I am incredibly happy to service in all areas of our community. report the start of several new projects. We have increased the numbers of One that I would highlight particularly is people helped this year and the focused on the links between poverty, channels through which we have housing, debt, and mental health. I feel helped them. Making increasing use of that this work will become even more new technology and working in important going forward. partnership with our funders has allowed us to do this while keeping our We are working in difficult times, but I roots in our local communities. believe together we can improve lives in our communities and work with I would particularly like to highlight our partners and funders to ensure that we service response to Coronavirus. are still here and remain strong in years During lockdown we have continued to to come. provide a service to all in our communities and we are actively planning to help as part of the recovery. We hope for your support during this time. Although we currently work closely with over 200 partners across North Yorkshire, we would like to say a special thank you to the following who have given us extra support this year: • Age UK North Yorkshire Darlington • Two Ridings Community • Community First North Yorkshire Foundation • North Yorkshire County Council • Darlington MIND • IDAS • Hambleton District Council • NYCC Fire and Rescue Service • Richmondshire District Council • Ryedale District Council • Your Consortium • The National Lottery • Selby District Council Community Fund • Selby Town Council Page 4 of 23 Treasurer’s Report Mark Hoggard Treasurer Internally we have had a year of As always, we must recognise and show continued stability and consolidation thanks for the support provided by our without the upheaval presented in funders, who ultimately ensure the previous years by premises moves/ provision of high quality advice refurbishment or merger. Externally, continues, but equally we should take however, we have faced a period of this opportunity to pay tribute to the unprecedented change - with both dedicated group of volunteers and political and economic uncertainty in staff who, under Carols leadership formalising exit arrangements with the and guidance, provide such a European Union and the immediate and valuable service. urgent issues created through the global Covid-19 pandemic. The Financial Health Monitoring Reporting continues to provide ongoing Covering the period up to the 31st assurance against all key measures of March 2020, this report does not liquidity, operating expenditure and assess the financial implications of the reserves which all operate within agreed pandemic that have been seen tolerances – providing confidence in our subsequently, although the increased ongoing ability to provide much needed demands for our services which will advice services. undoubtably follow are of concern and we will continue to seek additional As always, we must be ever mindful of funding to cover this extraordinary the continuous need to adapt. Whilst volume. use of telephony and digital channels will play an increasingly important role Against this background it is of some (particularly given the extraordinary comfort though that we have continued circumstances presented by the to demonstrate a level of financial pandemic), this is balanced against the resilience which has enabled the bureau rural nature of our community and to provide much needed support across providing extended outreach services. I our community. consider our ongoing financial strategy continues to be well placed to take This report sets out the ongoing account these changing demands. complexity of activities undertaken, and this reflects the breadth of knowledge required to provide support to citizens across our region. Page 5 of 23 Our impact in 2019/20 Who we helped 10,015 people 41,069 issues helped face to face, by people sought our phone, email, or webchat help with How we helped Top 5 issues £3,556,958 Benefits & Tax Credits Worth of annualised income gain Debt Employment £1,451,592 Financial Services in Debts written off for How we doHousing this 26 locations 141 £474,331 where we provide free dedicated local staff estimated worth of donated and independent support and volunteers hours by our 97 volunteers The difference this makes 4 in 5 90% 2 in 3 clients said advice improved of our clients reported clients had their their lives, including reducing satisfaction with our problem solved stress & improving finances overall service Page 6 of 23 40% 34% 11% people helped people helped people helped via face-to-face via Adviceline webchat or email What this means - for every £1 invested* £4.14 £27.40 £18.80 In savings to In public value In benefits to government In public value individuals Reduction in health Wider economic and Value to our clients. service demand, LA social benefis. Income gained through homelessness service Improvements in benefits, debts written and out-of-work benefits participation and off and consumer for clients and volunteers. productivity for clients problems solved. and volunteers. All this benefits individuals and society It is 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 23 Issues we helped with in 2019/20 Top five issues Financial services & Benefits & Tax capability Credits Employment Debt Benefits UC Issue No. of issues No. of Clients Benefits & tax credits 8,918 3,062 Benefits Universal Credit 6,516 1,800 Consumer goods & services 1,318 704 Debt 6,156 1,557 Discrimination & Hate & GVA 463 246 Education 77 57 Employment 3,247 1,212 Financial services & capability 4,842 1,758 Health & community care 546 296 Housing 1,720 960 Immigration 284 155 Legal 1,112 733 Other 1,930 660 Relationships & familiy 1,790 914 Tax 432 271 Travel & transport 372 253 Utilities 1,346 549 Page 8 of 23 Client profiles Page 9 of 23 Our Service We are a vital open door service for many people; offering drop-in Volunteer with us and telephone help for a wide range of problems. Our service identifies issues, supports people, and solves problems. We are a member of the Citizens Advice “It is good to give national network and an independent charity, established in 1939 to advise something back to my the people.
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