“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

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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 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- Registered office: 277 High Street, , North Yorkshire DL7 8DW. Charity Registration Number 1146084. A Company limited by Guarantee in Number 7890996. Authorised and regulated by the Financial Conduct Authority FRN: 617621.

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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 • Darlington MIND • North Yorkshire County Council • IDAS • Council • NYCC Fire and Rescue Service • District Council • Your Consortium • District Council • The National Lottery • District Council Community Fund • Selby Town Council

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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.

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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 £474,331 141 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

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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

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Client profiles

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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 something back to my charity, established in 1939 to advise the people. local community”

Our service is delivered by 44 paid staff and 97 volunteers, 11 of which are Citizens Advice Mid-North members of the Citizens Advice Mid- Yorkshire is a volunteer North Yorkshire Trustee Boad. We cover driven organisation and we 4 regions of North Yorkshire. The county are enormously privileged as a whole has a population of over 600,000 (ONS 2019). to have such an impressive volunteer force across all • Hambleton - Northallerton office our communities. • Richmondshire - Richmond office • Ryedale - Malton office Our volunteers cover various • Selby - Selby roles including Assessors/Advisors (face-to-face, telephone or web We run various outreaches across all chat), Administrators, Reception, locations, mainly based in libraries, and IT support, and Trustees in Hambleton and Richmondshire we If you are… run the Rural Advice Bus service which • Willing to learn new skills provides information and advice to • Keen to make a real difference more isolated communities. to people’s lives.

• Able to make a regular Our communications team promote our commitment of your time. service across various platforms • Competent in basic computer including social media and our website skills (some training will be given). news page. They also promote the work of our partners, and keep the MPs’ of Then we would be interested in our areas up-to-date on our activies hearing from you. and campaigns. www.citizensadvicehrs.org.uk/about

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Some quotes from our volunteers

“Working as a volunteer provides me with some structure to my life. The variety of clients we deal with and the many diverse issues are both stimulating and thought provoking. Volunteering allows me to continue using the many skills I gained throughout my professional career. One of the most important points for me of being a volunteer is being part of a team that is fun to work with and also very supportive. I also enjoy helping the trainees when the opportunity arises, this adds another stimulating challenge to the work. “

“I’ve been operating the web-chat for about a month now. The challenge is a little different from face-to-face Gateway in the mode of communication and the type of query.

The queries can be pretty complicated, with some examples testing our knowledge of the Covid-19 impact on Benefits, for example. In this type of case the Client will come to us after they have exhausted all the easily available material.

The other challenge is trying to get to the nub of the issue through communication with the client. Without the ability to be with the Client, read their emotions or help steer them quickly toward getting the information needed, it can be cumbersome to draw out the important information needed. This is particularly true with Clients less able to communicate effectively in written form.

I’m also missing the camaraderie of the office, and the general chat about relevant issues!”

“Lockdown has been difficult for everyone but volunteering with Citizens Advice in lockdown has enabled me to remain in contact with a professional team and contribute to help others. It has also provided me with a focus and has kept me in touch with the real world.”

“It has been good feeling useful, particularly during lockdown, challenging trying to keep up with the changes in shielding, the furlough scheme and other Covid-19 related advice.”

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Projects Local, specialist and targeted services

Money and Pension Service Debt Advice Project Debt makes up a significant element of the demand for help from Citizens Advice Mid- North Yorkshire. The amount of new debt caseload coming through our doors regularly reaches the millions of pounds a year. Our small team of Debt Advisers can offer a full debt management service to help people begin the process of getting their finances (and often their lives) back in order.

Rural Advice Bus - Hambleton and Richmondshire This project enables us to take our service into rural communities across Hambleton and Richmondshire. We also run fixed outreach locations and appointments can be made with the local offices for more in-depth advice where needed. Home visits can be arranged for vulnerable people. Funded by The National Lottery Community Fund, Richmondshire District Council, and North Yorkshire County Council.

Advice Matters – Selby Specialist Welfare Benefits and Debt Caseworkers provide advice to clients and a consultancy service for front line workers in other local organisations. A further 3-year grant was awarded by The National Lottery Community Fund in March 2020.

Selby Advice We co-ordinate the Selby Advice network of advice and information agencies within . We host quarterly meetings where training and networking opportunities are offered. We maintain the selbyadvice.org.uk website and circulate news and service updates within the network via email.

Access to Justice This service commenced March 2020 and allows us to help fill some of the gaps we are experiencing in access to justice in our areas. The Access to Justice Adviser will not only provide vulnerable people with legal advice and information but support them during legal cases and tribunals, e.g. for Personal Independence Payments (PIP). Funded by the Access to Justice Foundation.

Pension Wise Guidance service set up to help people understand their options under the Pension Freedoms launched in April 2015. Face to face appointments available at our office in Northallerton. Funded by the Money and Pensions Service.

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Help to Claim Help to Claim was launched in April 2019. The service is available for people who need support making a claim for Universal Credit. The service is delivered face-to-face, by telephone or via web chat, and will help people from opening their account to receiving their first full payment. Funded by the DWP.

Flood Support Service To help communities recover after the July floods which affected area in Richmondshire, our advisers home visits. Funded by the Two Ridings Community Foundation.

Fuel Poverty and Energy Advice Programmes Through several funded projects, including Warm and Well in North Yorkshire we provide information and advice to people on various subjects including:

• Switching energy suppliers • Help and support available for vulnerable people in fuel poverty • Warm Homes Fund • Priority Preference Register • Grants available to install energy efficiency measures

The table below shows the number of people helped and, where applicable, financial outcomes (income gain, reimbursements, debt written off, repayments rescheduled, other) for projects.

Number of people Project helped 2019/20 Financial outcome

MaPS DAP 528 £632,827 Rural Advice Bus 742 £413,896 Advice Matters (Selby) 246 £612,602 Pension Wise 1,325 N/A Help to Claim 766 £1,401,277 Flood Support Service 47 £87,494

Fuel Poverty and Energy 562 £220,456 Advice Programmes

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Thank you to all our funders of the above projects for their continued support.

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Working in partnership across North Yorkshire

Warm & Well in North Yorkshire

A partnership of charities and organisations across the seven districts of North Yorkshire working together to tackle and alleviate levels of fuel poverty and support those at risk of excess cold. The project raises awareness of the impact of cold homes on our health and wellbeing.

Warm & Well in North Yorkshire is managed by Citizens Advice Mid-North Yorkshire on behalf of the North Yorkshire Seasonal Winter Health Strategic Partnership. WWNY is delivered as part of the NYCC Winter Health Coordination contract.

The project also receives funding from Community First Yorkshire, through the British Gas Energy Trust, to deliver debt advice .

Action Towards Inclusion

Supporting members of the community who are furthest away from work and training. This project is funded by The National Lottery Fund and the European Social Fund and is managed by Your Consortium based in .

The work on the ground is undertaken by key workers and specialist intervention partners through a range of organisations in the voluntary and community sector.

Ex-Forces Support North Yorkshire

The project is led by Community First Yorkshire and is funded by the Army Covenant Aged Veterans Fund, providing practical support and companionship to improve older veterans’ wellbeing and services to assist individuals in their needs.

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Feedback from our clients

‘Everyone I have dealt with from the phone advisor to the people I have met on a one-to-one have been fantastic. They have helped me immensely x.’

‘The Citizens Advice is absolutely amazing. Countless times its excellent, patient, and thorough staff have helped me from near despair to a resolved situation in as little as an hour. Can’t thank the service enough.’

‘I wish I had got in touch sooner.’

‘I found the staff non-judgemental, sympathetic without being patronising and knowledgeable.’

‘Only was easy to get appointment admittedly was a bit like trying to book in for doc appointment however I assume this is because they are very busy.’

‘The person I saw was really helpful and sent email for follow-up which I found really nice; makes you feel like a person not a number.’

‘The benefits adviser makes a valuable addition to our service: finance is a huge worry for our patients and the amount of income she generates to help our patients both financially and emotionally is significant.'

‘I don’t know what I would have done without Liz to help me; she sorted me out, even reassuring my daughter, and made sure I got everything that I was entitled to – even a blanket, flask, hat and gloves.’

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Client case studies

Background and Issue

Client attended our office for help with outstanding wages she was owed from her ex-employer. After exploration we identified she had been forced to resign from her employment as she had taken time off work at short notice due to her dependent child being ill and taken to hospital.

Her employer had made her make her time up by cancelling her booked holiday and telling her she could no longer carry on working for them and forced her to sign a letter of resignation.

Advice and Outcome

We identified our clients’ son had health conditions and told her about Disability Living Allowance and helped her start a claim and also helped her make a claim for Universal Credit, providing support until her first payment was made.

Additionally, we helped our client to claim (constructive) unfair dismissal. She was awarded £4000.

Our client was very pleased with all the help and support and would have never made a claim against her employer as she did not realise she had any grounds to do so.

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Client case studies

Background and Issue

A 72-year-old patient was referred by the Specialist Palliative Care Team at the Macmillan Centre in Northallerton for a home visit by our Benefits Advisor, Liz Foster, through the Rural Information and Advice Bus Service. He had been recently diagnosed with terminal cancer and a DS1500* was appropriate.

He was in receipt of Disability Living Allowance (DLA) – Low Rate mobility and Low Rate care, some Council Tax Rebate (CTR) and Housing Benefit (HB) and Savings Pension Credit (PC).

He was struggling to pay bills, worried about the cost of travelling from his home in Richmondshire to the Royal Victoria Infirmary, Newcastle and leaving debts for his family when he died.

Advice and Outcome

After advising the client on his options, Liz supported him in making the following financial gains:

• DLA uplifted – an increase of £64.45 per week.

• Claimed Pension Credit as the Severe Disability Premium (no one claiming Carer’s Allowance) meant that his income was below the minimum guarantee – an increase of £44 per week

• 100% CTR and HB – an increase of £21 per week

• Macmillan Grant - £400

• Warm Homes Discount - £140

• Added to Priority Services Register (a free and voluntary system that energy suppliers use to ensure the correct support is given to their most vulnerable customer

• Blue Badge obtained

• Awarded £2243.89 in backdated payments from DLA, PC, CTR, and HB.

The client died within 6 months with no debt and no money worries – he had even planned and paid for his funeral.

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Client case studies

Background and Issue

Our client and her partner had her Universal Credit claim ended due to being over the capital limits. The couple had received a settlement from a former employer due to a work-place accident.

They contacted Universal Credit to ask if they could use the money to pay off debts and were incorrectly told they could not. When they spent the money on day to day expenditure over 9 months they tried to reclaim and had the claim rejected due to ‘notional capital’. Universal Credit said they had spent too much money.

Advice and Outcome

We helped them challenge the decision by Mandatory Reconsideration. Within 5 weeks the decision had been overturned, their claim reinstated, and arrears of over £2500 paid to our clients.

We gave them the correct advice about paying off debts; this is allowed without affecting a Universal Credit claim. They are now in the process of becoming debt free without fear that their benefits will be stopped.

They are also complaining to the DWP about the incorrect advice they were given and are hopeful they will be paid compensation.

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Research and campaigns

Lucy Ballantyne

Deputy CEO

Research and campaigns are an important strand of Citizens Advice work, where we use our clients’ experiences to inform local and national policy and process.

Campaigning online Hate Crime Social media and our website have We are a Hate Crime Reporting Centre, become important tools, enabling us to supporting people to report incidents get information out to a wider audience of hate crime to the police and target groups for our campaigns. (anonymously if preferred) through the However, we will continue to distribute True Vision website at www.report information by traditional means it.org.uk, by phone, in writing, in (posters, leaflets, events etc) to make person, or through a different third sure we reach as many people in our party reporting centre of choice. local communities. Hate incidents involve violence or hostility against you because of who Campaigns 2019/20 included: you are. When hate incidents become criminal offences, they are known as • Domestic Abuse hate crimes. • Scams Awareness If you are targeted because of your and Online Fraud disability, gender identity, race, religion, • Fuel Poverty transgender identity, or sexual • Mental Health Awareness orientation, this is a hate incident and you can report it.

Fraud in the Market Place Event, Supporting the Anniversary of IDAS - Richmondshire Independent Domestic Abuse Service

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Thank you to our funders and supporters

Organisations and Individuals Parish Councils

Access to Justice Foundation Amotherby All Saints Church Sinnington Community First North Yorkshire & Balk Cottingham Charity Trust Bellerby Cllr. Caroline Goodrick Midcable PCC Brafferton & Screwfix Foundation Brayton Selby Advice Partnership Brompton St. Peters Church, Norton Brompton on Swale The Little House Brough with St Giles The National Lottery Community Fund Burton cum Walden Trustees of Woodroffe Benton Foundation Carperby cum Thoresby Two Ridings Community Foundation Yorkshire Law Society Catterick Your Consortium Cawood Cliffe Regional Council Hipswell North Yorkshire County Council Hovingham with Scackleton NYCC Stronger Communities NYCC Living Well Kirby Grindaly District Councils Lillings Ambo Hambleton District Council Lockton Richmondshire District Council Melbecks Ryedale District Council Middleton Tyas Selby District Council Newton le Willows Town Councils Scorton & Osgodby Sherriff Hutton Snape with Thorpe Sowerby Tanfield Norton on Derwent Ulleskelf Pickering Whitley Richmond Whorlton Selby Wintringham Womersley Page 21 of 23

Local Citizens Advice performance and quality framework

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Contact details Local offices

Hambleton Richmondshire

277 High Street, Northallerton, 23 Newbiggin, Richmond, North Yorkshire, DL7 8DW. North Yorkshire, DL10 4DX. Telephone: 01609 776551 Telephone: 01748 823862 Email: [email protected] Email: [email protected]

Ryedale Selby

Harrison House, Norton Road, 38 Ousegate, Selby, Norton, Malton, North Yorkshire YO8 4NH. North Yorkshire Telephone: 01757 701320 Telephone: 01653 695542 Email: [email protected] Email: [email protected]

Outreach locations

Bedale Library Pickering Library Colburn Library Sherburn Girls School Community House, Selby Stokesley Library (The Globe) Easingwold Library Tadcaster (MP’s Office) Medical Practice The Clock, Thirsk Phoenix House () Rural Reach Information and Advice Bus

Telephone Adviceline 0300 39 090 36 Mon-Fri 9.00am - 5.00pm

Email Advice [email protected]

Self-help advice www.citizensadvice.org.uk Web www.citizensadvicehrs.org.uk

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