Citizens Advice Bureau The charity for your community

The Olympic Torch comes to Broxbourne on 7th July at the White Water Centre - see page 3

Old Bishops College Telephone: 08444 111444 Churchgate, , Email: [email protected] Herts, EN8 9XP www.broxbournecab.co.uk

Annual Report and Accounts 2011 - 2012

Registered Charity No: 1121196 Company No: 6317053 Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 2 Chief Executive’s Report During 2011-12 Broxbourne CAB continued to successfully work in partnership with a number of and county wide organisations for the benefit of the local community. I always take every opportunity to sing the praises of our hardworking staff and volunteers, but this year I have asked two of our long-standing partners to write about what it is like to work with us from their point of view for this annual report.

BCAB has been working with B3 Living (formerly Broxbourne Housing Association) since 2007 where our relationship has developed from a simple referrals service to the close working relationship we enjoy now in 2012. This relationship allows us to work with B3 Living tenants and leaseholders providing them with confidential and impartial advice and assistance.

Partnership working with the Borough of Broxbourne, who support us with core funding which enables us to provide our face to face service and the specialist work we do with Housing and Community Care has evolved into the longest and most enduring partnership we have. As you can see from their article we receive referrals from the Housing Needs Team with regard to people who are in danger of losing their home. Our specialist workers assist these people to stay in their home by working with them to deal with any number of issues including maximising their income, dealing with their debts or any other issues they may have. To date this has been a very successful partnership which we hope will continue into the future.

Broxbourne CAB also works with the other CABx in for the benefit of all the residents of the county. There has been success in attracting county wide funding to provide support to people in need of additional advice and assistance with issues such as surviving winter. CABx also works closely with Trading Standards in order to assist residents make informed consumer choices. Adviceline is a county wide initiative which has led to a 30% increase of the number of telephone enquiries answered. The lines are open between 10.00am – 4.00 pm and the client is connected to a Gateway Assessor who will take details of the enquiry. The assessor will then either signpost to a relevant agency, send printed information or arrange a telephone call back from the client’s local bureau so that full advice can be given.

BCAB’s ability to offer the level of service we do to the residents of Broxbourne would not be possible without the close working relationship we have with other organisations and I am constantly aware that the services we offer are limited by the funds we can attract. So to all our partners, funders and the individuals who made a donation I would like to offer my sincere thanks for their JO ILETT support throughout the year. CHIEF EXECUTIVE

CONTENTS 15 T’TEES, VOLUNTEERS & STAFF 16-17 BUREAU STATISTICS 2 CHIEF EXECUTIVE’S REPORT 18-22 CASE STUDIES & OUR PARTNERS 3 THE OLYMPIC FLAME 23 HERTS CONSORTIUM - HCAS 4 CHAIR’S REPORT 24 A DAY IN THE OFFICE 5-6 REPORT OF TRUSTEES 25 CITIZENS ADVICE CAMPAIGNS 7 INDEPENDENT EXAMINERS REPORT 26 NATIONAL CONFERENCE 2012 8 STATEMENT OF FINANCIAL ACTIVITIES 27 SPOTLIGHT 9 BALANCE SHEET 28 OUR SERVICES 10-14 NOTES TO THE ACCOUNTS Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 3 The Olympic Flame at Lee Valley White Water Centre On Saturday 7th July, Day 50 of Olympic Flame journey, it came to Broxbourne. and CAB Trustees Bob Bick, Ken Ayling and Tony Ames watched its progress down the White Water Centre. Tony takes up the story - the site was very impressive, being situated in a new landscaped parkland setting, including path and bridge networks to enable spectators to have access and view the events. A new facility building houses reception, café, changing rooms, shop, offices, temporary spectator viewing for around 12,000 spectators, equipment storage and water pump and filtration. The venue has now opened again to the public after the Games. Spectator seating has been removed and the venue has returned to providing a leisure attraction for canoeing and white water rafting and a competition venue for elite events.

The gates opened at 7.30 am and with my camera at the ready, I took my seat in one of the stands. The view of the purpose built slalom course for the Olympic white water canoe events was quite dramatic. The main competition channel is an international and Olympic standard 300 metre canoe and kayak slalom course. It and the shorter warm-up course empty into the warm up and cool down lake. Initially we were entertained by members of the GB Olympic team practicing hard for the forthcoming Olympics. Not a sport for the faint-hearted I decided. By about 9am, the crowd had built up and the air of excited anticipation in the air was so tangible you could feel it creeping along your skin. The announcer told us that the torch had arrived at the White Water Centre and we saw the raft in the warm- up/finish pool. The torch carrier was British junior team canoeist Zachary Franklin, who held the flame aloft as the British men’s rafting team was taken up by the boat conveyer to the start pool. Then from the top of the course the torch raft made its way down the rapids

In the photo, Zachary realises the flame has gone out, but nothing is announced. The turbulent water makes sure the torch is fully extinguished. Most spectators were not aware that the flame had gone out and nothing was said. Then, the diplomatic announcer ignored the problem and asked everyone if we would like to see the torch run again. Of course we would and with bearer Zachary's best efforts, the Eternal Flame survived this time, as evidenced by the front cover of this Annual Report .

Later in the news an Olympic spokesperson said - 'It is not uncommon for a flame to go out and this can happen for a number of reasons. In this instance it was due to water being splashed into the boat from the slalom course. It was relit from the mother flame, which is kept in a specially designed miners’ lantern and successfully taken down the course on the second attempt.’ Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 4 Chair’s Report As with previous years changes have continued to take place within the bureau. The restructuring that we had intended has been delayed and interim measures had to be put in place due to the resignation of our front line services manager who left to embark on a new career outside of the service. This obviously could have caused problems and I would like thank all staff who made sure we had a seamless change. However in 2012 – 13 we will need to reduce costs, change our staffing structure and the way we operate to enable us to survive financially in these uncertain economic times.

Looking forward we can expect further far reaching changes to the way we work and a possible increase in client base. Earlier in the year Citizens Advice held a series of meetings countrywide to discuss their plans for changing the bureau network. As it turned out there was much opposition to their plans and they were put on hold, but we expect within the next year a revision of those plans will be announced and as yet we do not know what impact this will have on us. Citizens Advice also commissioned a new software program for entering client’s details called PETRA. Unfortunately when piloted it did not function properly and its introduction has been put back for software upgrades. We now expect implementation in June 2013 with the corresponding training that all assessors and advisors will have to undertake starting in March 2013. The way housing benefit is calculated is also changing and because the changes will be implemented by local authorities, they may differ from bureau to bureau. As yet we do not know to what extent this will affect our clients or our workload.

The next unknown for us will be the change in government legislation. The Welfare Reform Act 2012 ushers in the greatest changes to welfare benefits in some sixty years. These changes will have far reaching impacts for benefit claimants, particularly for vulnerable people. Although many parts of the act do not come into force until April 2013 we can expect many enquires prior to that date which could have a considerable impact on us. It has wide ranging implications which will have to be managed very carefully as the trend may initially be for benefits advice rather than debt advice which is currently the biggest issue with our clients.

During the year Michael Janes resigned from the board I extend my thanks to him for the time and expertise he gave to the bureau. We are still seeking new trustees to the board as responsibilities and work load increase I would like to thank Jo, the senior management team and all the staff at the bureau and my fellow trustees for all the help and assistance they have given me over the year. I would also like to thank Mike Walker and members of the council for their continued support and funding as well as the Marriott Hotel Cheshunt for sponsoring our AGM, Taylor Wessing our company secretary, Tony Ames for producing this annual report, Saira Karim for producing our accounts, Lee Mears for representing the Trustee Board on the Herts Consortium and all our partners for their continued support.

I would also like to pass on my congratulations to one of our advisers, George Evans, who has received an award from the Borough of Broxbourne in recognition of his service to the community in the borough. BOB BICK CHAIR Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 5 Report of the Trustees Structure, Governance and Management

The charity is a recognised charity and operates under the rules of its memorandum and articles dated 18th July 2007, which was the date it became an incorporated company. The limited company took over the operations of the trust on 1 April 2008.

The principal office of the charity is: The trustees during the year were: Mr B. Bick (Chair) The Old Building Mr. L. Mears (Vice Chair) Bishops College Mr. T Ames (Vice Chair) (Appointed 11/7/2012) Churchgate Miss S. Karim (Treasurer) Cheshunt Mr K. Ayling Herts. EN8 9XP Mrs J. Haynes The company number is 06317053 Mr. M. Janes (Resigned 3/11/2011) Ms L. Tarpey The charity number is 1121196

Registered address: Chief Executive Mrs J. Ilett 5 New Square, , EC4A 3TW Independent Examiners Bankers

HB Accountants, Amwell House, HSBC Business Banking, 19,AmwellStreet, , 7B, The Water Gardens, Hertfordshire, EN11 8TS South Gate, , , CM20 1AB

The trustees have assessed the major risks which have been identified and are satisfied that systems are in place to mitigate exposure to those risks. Trustees are encouraged to attend any available training and there is also the opportunity to attend the national Citizens Advice AGM and regional forums where key developments in the service are discussed. Citizens Advice also publishes on a regular basis a journal for trustees and a wealth of information is also available to them via the National Citizens Advice Bureau website.

We are currently advertising for additional trustees to join the board.

Objectives and Activities

The principal object of the trust is, as it has always been, to promote any charitable purpose for the benefit of the community in the Borough of Broxbourne and the surrounding areas (“the area of benefit”) by the advancement of education, the protection and preservation of health and the relief of poverty, sickness and distress.

Broxbourne Citizens Advice Bureau strives to support and serve its community by giving quality advice service and adapting to changing needs. Providing our service demands commitment and dedication from all bureau staff which may be paid staff, volunteer advisers, receptionists, administrators and Trustees, all of them essential to the success of the bureau. It is important that thanks are passed on to the staff for the professional and caring way in which they maintain the highest levels of service for our clients.

Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 6

Report of the Trustees (continued) Achievements and Performance

The current economic climate is still a cause for concern and makes it even more important to win further contracts and increase our income at every opportunity. Funding from the Borough of Broxbourne is crucial to our survival and maintains our core service. Our contracts with our partners for specialist advice, the Borough of Broxbourne, Herts County Council, Broxbourne Housing Association, now known as B3Living, Herts Community Foundation and Aldwyck Housing Association have been maintained during the year.

During the year Michael Janes resigned from the board I extend my thanks to him for the time and expertise he gave to the bureau. We are still seeking new trustees to the board as responsibilities and work load increase.

We have agreed our telephone needs and in 2012-13 we shall have a modern digital telephone system installed which will make communications between staff and clients so much more efficient.

Our telephone advice service has grown during the year now operates for the same number of hours a week as our front line service and was judged the best in Hertfordshire. The Herts Consortium, of which we are a member, is now a legal entity and is applying for charity status. We look forward to its success and its anticipated benefits.

Recruiting volunteers still has mixed results and we held many interview panels throughout the year for volunteer assessors, receptionists and clerical staff.

Financial Review

This year has seen a decrease in costs compared to the last financial year, this is due to being in the unfortunate position of having to make some redundancies in 2010/11. This has resulted in the salary costs being reduced by £32k. Although for the second year running a deficit was made due to receiving less income in 2011/12, due to the bureau being eligible for fewer contracts. Throughout these tough times, Broxbourne Council has continued to support the Bureau by being our prime grant funder.

The deficit in year has been met by the unrestricted funds. The new telephone system is being funded from designated reserves. In 2012/13 we continue to work towards achieving a balanced budget. This can only be achieved by the continued support of the management and staff to keep costs low and continued support from our funders.

The Bureau’s overall available resources remain at an acceptable level to meet any potential future liabilities and specific funds have been earmarked for development opportunities and general contingencies. The single biggest cost, and therefore financial risk, continues to be staffing costs making up over 70% of the total expenditure of BCAB.

R. BICK S. KARIM CPFA CHAIR TREASURER

Date: 26th October 2012 Date: 26th October 2012 Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 7 Independent Examiners Report I report on the accounts of the charity for the year ended 31 March 2012 which are set out on pages 8 to 14.

Respective responsibilities of trustees and examiner

The trustees (who are also the directors of the company for the purposes of company law) are responsible for the preparation of the accounts. The trustees consider that an audit is not required for this year under section 43(2) of the Charities Act 1993 and that an independent examination is needed. Having satisfied myself that the charity is not subject to audit under company law and is eligible for independent examination, it is my responsibility to:

 examine the accounts under section 43 of the 1993 Act;  follow the procedures laid down in the General Directions given by the Charity Commissioners (under section 43(7)(b) of the Act, as amended); and  state whether particular matters have come to my attention.

Basis of independent examiner's statement

My examination was carried out in accordance with the general Directions given by the Charity Commission. An examination includes a review of the accounting records kept by the charity and a comparison of the accounts presented with those records. It also includes consideration of any unusual items or disclosures in the accounts, and seeking explanations from you as trustees concerning any such matters. The procedures undertaken do not provide all the evidence that would be required in an audit, and consequently no opinion is given as to whether the accounts present a “true and fair view” and the report is limited to those matters set out in the statement below.

Independent examiner's statement

In connection with my examination, no matter has come to my attention:

1 which gives me reasonable cause to believe that in any material respect the requirements:

 to keep accounting records in accordance with section 386 of the Companies Act 2006; and  to prepare accounts which accord with the accounting records and to comply with the accounting requirements of section 396 of the Companies Act 2006 and with the methods and principles of the Statement of Recommended Practice: Accounting and Reporting by Charities have not been met; or

2 to which, in my opinion, attention should be drawn in order to enable a proper understanding of the accounts to be reached.

Keith Grover for and on behalf of HB Accountants Amwell House, 19 Amwell Street, Hoddesdon, Herts, EN11 8TS Date: 29th October 2012 Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 8 Statement of Financial Activities for year ended 31 March 2012 2011/12 2010/11

Note Unrestricted Designated Total Total Funds Funds £ £ £ £ Incoming Resources Voluntary Income Donations 1,100 - 1,100 664 Activities for generating funds The Guides Quiz Night 419 - 419 - Investment Income Bank Interest receivable 59 - 59 97 Incoming resources from charitable activities Grants and contracts 2 251,224 - 251,224 292,794 Other Incoming Resources Sundry income 530 - 530 260 Total Incoming Resources 253,332 - 253,332 293,815

Resources Expended Charitable activities 3 272,096 - 272,096 321,013 Governance costs 4 1,500 - 1,500 1,618

Total Resources Expended 273,596 - 273,596 322,631

Net Movements in Funds (20,264) - (20,264) (28,816)

Gross Transfers between funds 7,202 (7,202) - -

Net Movement After Transfers (13,062) (7,202) (20,264) (28,816)

Total Funds Brought Forward 31,302 78,292 109,594 138,410

Total Funds Carried Forward 18,240 71,090 89,330 109,594 Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 9 Balance Sheet as at 31 March 2012

Note 31st March 2012 31st March 2011 £ £ £ £ Fixed Assets 7 20,073 16,354 Current Assets Debtors 8 20,662 12,990 Cash at bank and in hand 9 69,981 113,803 90,643 126,793 Creditors Amounts falling due within one year 10 (21,386) (33,553) Net Current Assets 69,257 93,240 Net Assets 89,330 109,594

Income funds Unrestricted funds 18,240 31,302 Designated funds 11 71,090 78,292

89,330 109,594

The company is entitled to the exemption from the audit requirement contained in section 477 of the Companies Act 2006, for the financial year ended 31 March 2012. No member of the company has deposited a notice, pursuant to section 476, requiring an audit of these accounts.

The directors acknowledge their responsibilities for ensuring that the company keeps accounting records which comply with section 386 of the Act and for preparing financial statements which give a true and fair view of the state of affairs of the company as at the end of the financial year and of its incoming resources and application of resources, including its income and expenditure, for the financial year in accordance with the requirements of sections 394 and 395 and which otherwise comply with the requirements of the Companies Act 2006 relating to accounts, so far as applicable to the company.

These financial statements have been prepared in accordance with the provisions applicable to companies subject to the small companies regime within Part 15 of the Companies Act 2006 and with the Financial Reporting Standard for Smaller Entities (effective April 2008).

These financial statements were approved by the Board of Trustees on 26th October 2012

R. BICK S. KARIM CPFA CHAIR TREASURER

Date: 26th October 2012 Date: 26th October 2012 Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 10 Notes to the Accounts 1. Accounting policies (i) Basis of accounting - The accounts have been prepared under the historical cost convention. The accounts have been prepared in accordance with the Charities (Accounts and Reports) Regulations 2005 and the Statement of Recommended Practice “Accounting and Reporting by Charities” issued in March 2005 (the “SORP”) and with applicable accounting standards.

(ii) Incoming resources - Donations, legacies and other forms of voluntary income are recognised when they are receivable. Grants receivable and local authority fees are recognised in the period to which they relate.

(iii) Resources expended - Liabilities are recognised as soon as there is a legal or constructive obligation committing the charity to pay out resources.

(iv) Tangible fixed assets - Tangible fixed assets are stated at cost less depreciation. Depreciation is provided at rates calculated to write off the cost, less estimated residual value, of each asset over its expected useful life, as follows: Office equipment - 25% reducing balance.

(v) Leasing - Rentals payable under operating leases are charged against income on a straight line basis over the term of the lease.

(vi) Pensions - The charity operates a defined contributions pensions scheme. Contributions are charged in the accounts as they become payable in accordance with the rules of the scheme.

(vii) Accumulated funds - Designated funds comprise funds which have been set aside at the discretion of the trustees for specific purposes. The purposes and uses of designated funds are set out in the notes to the accounts.

2. Incoming resources from charitable activities

2011/12 £ 2010/11 £ Broxbourne BC 144,000 144,000 Broxbourne BC Contracts 41,978 45,335 Aldwyck Housing Association 6,866 6,866 LSC 2,815 1,061 Broxbourne Housing Association 22,805 22,305 HCC 31,410 54,488 Awards for All - 9,993 Harlow CAB 746 3,789 HCF Routes to Work 604 4,957

251,224 292,794 Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 11 Notes to the Accounts (continued)

3. Resources Expended: Charitable Activities

2011/12 2010/11 £ £

Staff costs (note 5) 200,420 232,349 Subcontract wages - 11,386

Staff training and recruitment 880 1,112

Travel expenses 5,816 5,194 Rent and room hire 33,903 28,921

Insurance 1,312 1,500 Telephone 6,072 5,652

Printing, postage and stationery 7,104 5,972

Photocopier leasing 928 909 Repairs and renewals 1,964 12,096

Subscriptions 6,083 6,129

Payroll and taxation fees 1,248 1,475

Legal and professional fees 356 291

Bank charges 244 311 Other expenditure 1,474 2,258

Depreciation 4,292 5,458

272,096 321,013

4. Resources Expended: Governance costs

2011/12 2010/11 £ £ Independent examiners fees 1,500 1,618 Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 12 Notes to the Accounts (continued)

5. Staff costs and numbers

Staff costs and numbers 2011/12 2010/11 Costs: £ £

Salaries 179,810 207,556 Employers National Insurance 13,624 16,074

Pension costs 6,986 8,719 200,420 232,349

Numbers:

Chief Executive 1 1 Deputy Manager 2 2

Advice Session Supervisor 1 1 Advisors 8 10

Administration 2 2 14 16

There are no employees earning over £60,000.

6. Trustees

None of the trustees received any remuneration and were not reimbursed for any expenses.

7. Fixed assets

2011/12 2010/11 £ £ Office Equipment - Cost At 1 April 2011 38,171 35,652 Additions 8,011 2,519 At 31 March 2012 46,182 38,171 Depreciation At 1 April 2011 21,817 16,359 Depreciation charge for year 4,292 5,458 At 31 March 2012 26,109 21,817 Net Book Value at 31 March 2012 20,073 16,354 Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 13

Notes to the Accounts (continued)

8. Debtors

2011/12 2010/11

£ £ Other debtors 10,473 4,691

Prepayments 10,189 8,299

20,662 12,990

9. Cash at bank and in hand

2011/12 2010/11

£ £

Current account 412 6,512 Deposit account 69,564 107,256

Petty cash 5 35

69,981 113,803

10. Creditors: amounts falling due within one year

2011/12 2010/11 Creditors: amounts falling due within £ £ one year

Accruals and deferred income 21,386 33,553 21,386 33,553

Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 14

Notes to the Accounts (continued)

11. Designated funds

Funds brought Transfers Funds carried forward forward

£ £ £

Special reserve 60,000 - 60,000

Personnel reserve 6,292 - 6,292

Air conditioning reserve 4,500 - 4,500

Computer infrastructure reserve 7,500 (7,202) 298

78,292 (7,202) 71,090

The purposes of the designated funds are as follows:

Special reserve is held to meet three months running costs as required by the Charities Commission and by Citizens Advice.

Personnel reserve is held to meet the potential one-off costs that may arise from the staffing requirements of the CAB and any salary increases due to an equal pay audit.

Air conditioning reserve is held to meet the anticipated costs of installing air conditioning in the interview rooms.

Computer infrastructure reserve is held to meet the future costs of replacement computers and printers which are required on a rolling basis.

12. Operating leases

Annual commitments under existing operating leases are as follows:

2011/12 2010/11 £ £ Land and buildings - Within 2 to 5 years 33,633 28,921 Office equipment - Within 2 to 5 years 448 909 Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 15 Trustee Board, Bureau Volunteers and Staff

TRUSTEE BOARD

Bob Bick - Chair Saira Karim - Treasurer

Tony Ames - Vice Chair Lee Mears - Vice Chair

Members

Ken Ayling Michael Janes June Haynes Lynda Tarpey

CHIEF EXECUTIVE Jo Ilett

MANAGER IT/ MANAGER ADVICE SERVICES & SPECIALIST SERVICES TRAINING MANAGER

Veronica Barrett Teresa Huckle

ASS SPECIALIST SERVICES ADMINISTRATORS Linda Parsons BoB/BHA Lesley Yates

Val Day VOLUNTEER ADMIN VOLUNTEER ASS BHA/B3Living Linda Bishop Mike Fase Collette Holland Pam Emery Ann Riches Chris Murphy LSC/BoB TRAINEE ADVISERS Christine Dean Roy Riches

Clare Wilson Tetyana Sivachenko Joan Bowen ADVISERS

Herts CC Migrant Don Bishop Ammar Chuttani Irena Falcone VOLUNTEER SP Ola Dawado GATEWAY Core MA CO-ORDINATOR Rose Fuller

ASSESSORS Alexander Gourney Mike Fase Linda Waterworth Val Mort Chris Murphy Joan Bowen Anthonia Oke Linda Parsons Sue Byles Dee Peters Rosemary Trundell Rosemary Cerda TRAINEE Ian Hunter Tony Poole Core Welfare Benefits ASSESSORS Richard Lane Roger Screech

George Evans Tahir Ali Diane Mehta Mike Tebbutt Bora Balci David Miles Neville Townsend Sessional Worker Linda Waterworth Virginia Bernard Helene Phillpotts Stephanie Seyde Gillie White Gillie White Bharat Berry Elaine Foskett RECEPTIONISTS Kieran Levins Amy Nerkowski Sandra Emerson Josie O’Driscoll Zahra Mashadi Monika Pusinskaite Tanina Miragliotta Alexandra Maria Miru Stelmachowicz Dawn Shepherd Uju Umerah Phil Sutton Jayne Webster Sarah Wilson

Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 16 Bureau Statistics

CLIENT FINANCIAL OUTCOMES 2011-2012

GAINS FOR OUR CLIENTS OVER 1 MILLION POUNDS In ADDITION TO £376,501 OF RESCHEDULED DEBTS

CLIENT FINANCIAL OUTCOMES EXPLANATION

Other Financial Gain - This is a financial gain which has been secured for the client such as charitable payments.

Other Non Financial Gain - This is a new outcome which is being used to record how much debt we are dealing with as specialists. It is not a true reflection of the total amount of debt as we have only been using this outcome for a few months.

Debt Written Off/Relief Order/Other - This is the total amount of debt that has been written off by either us applying for Debt Relief Orders or creditors writing off the debt for other reasons.

Debt Managed/ Rescheduled - This is when we set up Debt Management Plans for client with either token payments or pro rata payments.

Benefit/Tax Credit Gain. - This outcome is the total amount of benefits that we have calculated a client could claim after we have completed benefit checks. This is new benefits and not existing benefit already in payment. Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 17 Bureau Statistics NEW SOCIAL POLICY ISSUES 2011 - 2012 14,573 New Issues in these Categories

FINANCIAL 229 1.5%

SIGNPOSTING 185 1.3%

TAX 149 1%

TRAVEL 145 1%

CONSUMER 144 1%

HEALTH 115 0.8%

IMMIGRATION 90 0.6%

EDUCATION 47 0.3%

MISCELLANEOUS 44 0.3%

TOTAL OTHER 1148 8%

NEW SOCIAL POLICY ISSUES EXPLANATION

Statistics are very important to BCAB and indeed to the CAB service as a whole. They enable us to show the work we do and indeed the worth of the bureau. Funders expect us to show value for money and we do this in several ways including feedback from clients and statistics that show outcomes for clients. Our statistics show that our specialist workers raised £1,416,937 in additional money for the borough. These financial gains impact on the local economy through additional spending. The chart above indicates the main categories dealt with by the bureau in 2011-12. Benefits Enquiries - Compared with the previous year we can see that benefits enquiries have increased by 6% and have become our largest enquiry area.

Housing, Employment & Relationship - Similarly these categories have all increased as well. We believe the reason for these upward trends reflect the current economic situation and we are also beginning to see the impact of the Governments extensive changes to the welfare benefits system.

Debt - Is down this year but we see that as a short-term decrease and expect it to rise again in the future. Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 18

Case Studies - County Wide Preventing Homelessness Project The Preventing Homeless Project was a short term project funded by Hertfordshire County Council to assist local residents who are facing problems due to the financial constraints that were put on them in the first few months of 2012.

The project was aimed not only at helping homeowners but people who privately rent as well. All clients were offered a full benefit check to ensure that they were in receipt of all benefits that they were entitled to and full money advice if needed. The aim of this was to increase the incomes of residents through the update of benefit and through assisting clients to priorities their income to ensure that housing costs were met.

One client that was assisted through this project was Mr H. He was a single male who had lived in the local area for a number of years. He had been managing to make the monthly contractual payments on his mortgage and non-priority debt until he had to stop work due to illness.

He first approached us via our Gateway Service asking for help with his debts. At this point the client was asked about his debt and a Debt Pack Questionnaire was carried out. It was assessed at this point that due to the fact that he did not have any priority debt that he would not need to be seen by a General Adviser but he would be fast tracked to a Money Adviser. The process was explained to the client and he was asked to return with his completed Debt Pack and paperwork so that his case could be added to our system and an appointment booked with a Money Adviser. He was also requested to complete the Benefit Check form and return this as quickly as possible so that he could be advised as to his benefit entitlement.

The client returned all of the paperwork and an appointment was booked with a Specialist Money Adviser. The benefit check was carried out by a General Adviser who wrote to the client to confirm what benefits he would be entitled to and how to claim them. The Benefit Check revealed that due to the fact he was not fit for work he could make a claim for Employment Support Allowance but would have to provide Fit Notes from his GP. It was also confirmed that if he did have an entitlement to this benefit he would be entitled to Full Council Tax Benefit and be passported on to other benefits such as free prescriptions. After a qualifying period of 13 weeks the client would be entitled to some help with his mortgage interest on his first loan on the property, not at the rate of his mortgage but at the rate set by the Government.

At the Money Advice appointment the client’s paperwork was looked at in detail and a financial statement was completed. It was revealed by the client at this point that he was behind with his mortgage by two months and he now had an electricity bill that needed to be paid. The way in which the mortgage support was paid was explained to the client and he felt that the rule that it would only be paid on a first loan or a second loan as long as it was used for home improvements was not fair. The client has taken out an additional mortgage to cover some debts a few years previously. It was agreed that the client would complete the forms sent to him with all the details of his loans and what they had been used for and appeal the decision when it had been made.

Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 19 Case Studies - County Wide Preventing Homelessness Project The client had also wanted to make a claim for Disability Living Allowance as he felt that his medical conditions met the criteria for this benefit. The client was asked to obtain a form from the relevant Benefit Department and to book an appointment with a Benefit Specialist to receive help in completing the form. The form was completed and the outcome was awaited.

In the meantime the financial statement was agreed and due to the client’s limited income the mortgage company was asked to hold action until the Mortgage Support was paid. They agreed to this on the grounds that they were kept informed by the client. It was agreed that the client would do this.

The Electricity supplier was contacted and an agreement was set up for the client to start to make payments to his current usage. We also apply to the Charris Trust to clear the arrears. They agreed to this and the client was sent a weekly payment card. The Money Adviser completed the application form and sent this off for assessment.

It was agreed that the best option for the client for the client was to set up a Debt Management Plan as he had a property which he wanted to keep and he wanted to return to full time employment. A financial statement was agreed and token offers were made to his non priority creditors and the client started to make regular monthly payments.

The client was advised by the Department of Work and Pensions that he was not entitled to Disability Living Allowance and our Benefit Appeal Specialist reviewed the case to see if there was any legal challenge to this decision. It was agreed that there was not and the client was informed. He decided not to appeal this himself.

The client was also informed by the Department of Work and Pensions that they would only pay the interest on his first mortgage and not the second loan. He was disappointed about this and decided to make an appeal on this decision himself.

By this time the client had been in receipt of Employment Support Allowance for over 13 weeks and had passed all of the medical and been put in the Support Group. He now had more money paid which covered the shortfall in his mortgage payments. At the same time the application to Charris for the Electricity Debt to be cleared and been approved and the client’s debt was cleared.

The outcome of six months’ work was that the client was now covering the monthly mortgage payments; his electricity debt had been cleared. He had set up a Debt Management Plan for all of his non priority debts. Homelessness had been prevented. Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 20 Case Studies - LSC Welfare Benefits

A client came to the bureau due to refusal of Employment Support Allowance which was their only income. The client was eligible for Legal Help and referred to the LSC Welfare Benefit Specialist, who established that client had a long-term degenerative disease with multiple impairments, preventing full employment and family members were providing unrecognised daily care and support.

Client had been in receipt of Incapacity Benefit and was transferred to Employment Support Allowance. Client was required to attend face-to-face medical interview on whether there is limited capability for work, which resulted in the Health Care Professional’s assessment that client was capable of work.

On receipt of DWP documents it was established that the Medical Assessment had not accurately reported the client’s difficulties, and client did have limited capability for work, also client met the criteria to be entitled to receive Disability Living Allowance.

The LSC Welfare Benefit Specialist submitted an appeal against the Employment Support Allowance as well as completing a Disability Living Allowance claim. The Disability Living Allowance claim was refused based on the Medical Assessment and an appeal was submitted.

The client was advised and supported through both appeals, which were heard by the First-tier Tribunal Service and with the evidence provided by Broxbourne CAB the decision was made that client was entitled to Employment Support Allowance due to limited capability for work and Disability Living Allowance.

Working Together

Dacorum CAB was awarded two contracts LSC Legal Help contracts at Specialist Quality Mark Level for Welfare Benefits and Debt advice covering both and Broxbourne CAB.

The award of these contracts has meant close working saving management time and costs with only one set of LSC manuals and procedures being produced covering both bureaux.

With regard to the provision of advice at the Specialist Quality Mark DACORUM DACORUM level working together has also meant LSC specialist have been able BROXBOURNE to cover both projects when required, with a sharing of knowledge and practices.

JOYCE FIDDEMAN LSC PROJECT CO-ORDINATOR Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 21 Our Partners - B3 Living Over the last year we have continued to build on the excellent relationship we have with Broxbourne Citizens Advice Bureau (BCAB).

We are very aware that our residents are facing very difficult times due to the consequences of Welfare Reform and appreciate that financial exclusion is often a key driver to tenancy failure. The funding we provide to the BCAB means that our frontline staff have access to an expedited referral pathway and we benefit from a part time Money Advice Worker who operates a surgery from our offices.

These initiatives have been crucial in ensuring that residents who are at risk of/are financially excluded receive the necessary specialist Our B3 Living Adviser Gillie White support and guidance needed in order to maximise their income and ensure tenancy sustainability. We are continuously able to demonstrate Value for Money through our partnership working and over the last year the BCAB have seen 201 of our residents and have secured £126,320 in backdated benefits. These statistics are fantastic as they reflect real tangible outcomes for residents and fully support the level of funding provided. The BCAB are often looking for new ways in which they are able to offer further support to our residents and we look forward to another effective and proactive year working with them.

Our Partners - Shelter I am a Specialist Housing Adviser at Shelter Hertfordshire. We provide a housing advice surgery at Broxbourne CAB every Thursday for clients who require housing advice. We deal with people who have a whole range of housing problems including those that are homeless, facing eviction, living in unsuitable housing and experiencing financial difficulties with paying their mortgage.

We can use the allocated appointments for referrals from any person who is eligible for free Legal Help and the CAB can directly book in their clients. We share office space where we have our own computer and we have use of an interview room for our appointments. I Shelter Adviser at particularly like sharing the office space as it has given me an work in Broxbourne opportunity to mix with the team. When I have provided advice surgeries at other organisations, I have been operating from the interview room and felt particularly isolated, never really getting to know any of the individuals that worked there. At Broxbourne CAB I feel part of the service they provide, they even share their biscuits with me!

Our partnership working and ability to provide a seamless service to clients has resulted in some excellent outcomes for clients. We are currently working together to assist a homeless 60 year old man who is rough sleeping and suffering from breathing difficulties. Shelter has provided legal advice and are assisting him with challenging the council’s decision not to provide him with accommodation. However, we would not be able to do this without the help of the CAB staff who assist him when he drops in and can relay information between the two parties. The common goal is to ensure the client has accommodation before the weather turns colder. Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 22 Our Partners - Borough of Broxbourne Housing market pressures are a common feature of the south east, and Broxbourne is no exception. At least 40% of working households could not afford event the cheapest starter flat in Broxbourne, and of those who have, more than few are struggling in difficult economic circumstances. And then there are the 8000 households on housing benefit and the 3,500 on the housing list. I could easily go on, and whilst statistics never convey half of the story- the fact that homelessness went up 30-fold in 2011/12 is Val Day - BoB Housing Specialist probably the starkest manifestation of a housing crises. In some ways the problem insoluble, Broxbourne is a very desirable place to live on the edge of London, and far more people want to come here than leave here – so if you built to satisfy everyone, what you would end up with is a place called Broxbourne, but few of us would recognize it.

The Council cannot begin to tackle this problem alone, so by working in partnership with others we seek to bring a range of experience skills and knowledge to the table. One area that consistently makes a real impact on the ground is the provision of timely advice. In this regard there is no one else like the CAB, whose knowhow and knowledge is second to none. The Housing Needs Team alone referred 254 people last year the majority of whom brought multiple issues, and this looks like increasing this year.

As a result of this, clients were assisted to receive £225,415 in benefit gains Clients with debt issues, in total £26,592, were assisted with money advice including budgeting and negotiated repayment programmes. By complementing and adding to the work the Council does a real difference is made to the lives of many, & this highlights clearly the value of working together.

Over 70 years ago - From Citizens Advice Archives When war was declared on 3rd September 1939, the CAB Service was ready to mobilise its forces to allay the fears of those bombed out, drafted up or evacuated. Within the first month, 200 bureaux had been set up in houses, town halls, libraries and churches. Even horse boxes were converted for use as mobile offices; able to get into bomb damaged areas where the need was greatest. Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 23 Hertfordshire Citizens Advice Service (HCAS) Act Local, Think Global….Hertfordshire Citizens Advice Service (HCAS)

If ever there was a shining example of ‘Working Together’, HCAS has to be it. With its origins back in 2010 the Hertfordshire Citizens Advice Service finally became a registered organisation with charitable status in 2012. Our objectives are to facilitate and co-ordinate the activities of all 10 separate and independent Citizens Advice Bureaux across Hertfordshire. Together we can apply for county wide funding opportunities whilst demonstrating improved efficiency and effectiveness to those that fund the projects. Still in its infancy, HCAS has a tremendous future working hand in hand with the local Bureau. To achieve our goals we must be clear about our objectives and how we can add value to the local bureau not undermine them. We must communicate clearly with our funders and friends in the bureau to ensure the benefits of working together are fully realised. And finally we must implement our plans in a professional and timely manner to ensure the maximum benefit for all – our funders, the local bureau but most importantly the public at a local level who are in need of our services. HCAS – the power of the many for the good of all.

Pictured below are members of the HCAS Board at a meeting. Absent were representatives from St. Albans, , /Hatfield & Three Rivers. LEE MEARS – TRUSTEE DIRECTOR HCAS VICE CHAIR – BROXBOURNE CAB

Back Row - Aneurin Hathway (), Terry Silke (Co. Secretary - E HERTS), Dr. John May (Chair), Julian Cunningham (N HERTS), Chris Wood () Front Row - Anne-Lise Johnsen (DACORUM, Lee Mears (BROXBOURNE), Rosemary Wylie (Treasurer), Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 24 A Day in the Office

Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 25 Citizens Advice National Campaigns The Citizens Advice service provides free, confidential and impartial advice through face-to- face, telephone and email services, and online via www.adviceguide.org.uk.

As the UK’s largest advice providers Citizens Advice bureaux are equipped to deal with any issue, from anyone, spanning debt and employment to housing and immigration plus everything in between. In the last year alone, the Citizens Advice service nationally helped over two million people to solve more than seven million problems. But the service is not just here for times of crisis – clients’ stories are used anonymously to campaign for policy changes that benefit millions, often without them even realising.

The stories that clients share with us in Citizens Advice Bureaux around the country give the service a unique and fresh insight into the problems faced by people living in the UK. With over two million clients each year, it’s the kind of evidence that’s hard to ignore; it becomes all too apparent when policies and services cause people issues.

Citizens Advice sees it as a responsibility to create a public debate around these issues and speak up for the clients. Some examples of campaigns are detailed below and many more may be found on the website - www.citizensadvice.org.uk/print/campaigns.htm

Do you want to live in a society with a just, efficient welfare benefit system that supports those who need it, when they need it most? So does Citizens Advice.

Why the Employment and A contribution to the Support Allowance isn’t debate regarding the future working for people living of Legal Aid which has with cancer reached 60 years of age

The impact of Universal Credit on disabled people and their families Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 26 Citizens Advice Annual Conference & AGM - Sept 11th - 13th Sept Bureau Chief Executive and Trustee Tony Ames attended the Citizens Advice AGM & Annual Conference held Sept 11th - 13th 2012 at Exeter University Pictured are keynote speaker Vince Cable addressing Conference, the Social Policy Torch entering the Grand Hall prior to presentations of medals to Bureau winners, and Coventry CAB winning the coveted Gold Medal for Campaigning Bureau of the Year. Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 27 Spotlight on our Funders, Sponsors & Partners

Broxbourne Citizens Advice Bureau Annual Report and Accounts 2011 - 2012 Page 28 Our Services - The Charity for Your Community

OLD BISHOPS COLLEGE SERVICE Old Bishops College, Churchgate, Cheshunt Herts EN8 9XP Telephone 08444 - 111444 Drop-In General Advice Telephone Assessments BY APPOINTMENT ONLY Assessments

MONDAY 9.30 am - 4.00 pm 10.00 am - 11.30 am 9.30 am - 4.00 pm

TUESDAY 9.30 am - 4.00 pm 10.00 am - 11.30 am 9.30 am - 4.00 pm FRIDAY 9.30 am - 4.00 pm 10.00 am - 11.30 am 9.30 am - 4.00 pm

All new enquires will need an assessment interview first to enable us to work out how best we can help you

OUTREACH SERVICES for Drop in Enquiries One Stop Shop TUESDAY 10.00 am - 1.00 pm General Advice WEDNESDAY 10.00 am - 1.00 pm General Advice

One Stop Shop Hoddesdon

MONDAY 10.00 am - 12.30 pm General Advice

MONDAY 10.00 am - 12.30 pm Housing Advice

THURSDAY 10.30 am - 1.00 pm General Advice Hoddesdon Library MONDAY 4.45 pm - 6.30 pm General Advice

We do our best to ensure we are available at set out above. However this is subject to volunteer availability and may need to be changed at short notice

Broxbourne CAB would like to thank and acknowledge their funders, sponsors & partners for their support throughout the year Taylor Wessing LLP Shelter Borough of Broxbourne Charles Walker MP Hertfordshire County Council Migrant Impact Fund Broxbourne Housing Association now Breeze & Wyles B3 Living (from11/06/2012) Maddesons Legal Service Commission Braddon & Snow Comic Relief Perry Clements HB Accountants Masons Financial Planning The Cheshunt Marriott Hotel Hertfordshire Trading Standards.