Company number: 6363256 Company number: Help for Heroes | Annual Report 2019/2020 NO MATTER WHEN OR WHERE SOMEONE SERVED, WE BELIEVE ANYONE AFFECTED BY MILITARY SERVICE DESERVES A FAIR DEAL AFTERWARDS. CONTENTS 2 3 Message from Message from our Chairman our CEO HOW WE DELIVER ON OUR PROMISE 7 12 18 24 26 Our Recovery Recovery Championing Funding Trading Services in Numbers the Wounded the Cause OUR RESPONSIBILITY 33 35 36 44 45 Our Structure, Legal and Policies and Financial Statement Governance and Administrative Disclosures Review of Trustees’ Management Details Responsibilities FINANCIAL STATEMENTS AND AUDITOR’S REPORT 47 49 52 Auditor’s Financial Notes to Report Statements the Financial Statements 72 Thank You HELPFORHEROES.ORG.UK 1 MESSAGE FROM OUR CHAIRMAN When Help for Heroes was founded in longer-term, focus will be on 2007, we made a promise to be here continuing to evolve, alongside others for our wounded and their families, for in the sector, to meet the changing life. And I am proud to be able to say needs of our heroes and their families. that more than 13 years later, we have Progress is already being made with transformed the lives of more than our added emphasis this year on the 26,500 men and women. delivery of community-led and Our cause is one I hold close to my digitally-based recovery services, as own heart and it was a privilege we try to reach as many veterans as to be elected Chairman in 2020. possible in a more cost-effective way. I would firstly like to thank all our This will remain a priority for us in Trustees for their support and 2021-22, increasing our ability to offer guidance since my arrival. I would services remotely and in the especially like to mention Sir Philip community. We will continue to review Trousdell and Veronica Hope-Hailey, our strategic direction, being both of whom stepped up to be Chairs ambitious and innovative in meeting at short notice; and Rod Dunn, the needs of veterans and their David Hook, Tony Schofield, families now and in the future, as well I would like to take this opportunity to Robert Watsham and Tom Wright as investing strategically to ensure we thank not only the Help for Heroes who left the Board with an impressive can keep our promise for years to come. staff, who demonstrate a relentless combined service of more than commitment to delivering first class In 2007, our co-founders Bryn Parry 30 years. recovery services to our veterans, but OBE and Emma Parry OBE created a also our supporters, who walked the We know 2020 was a difficult year truly magnificent organisation, which difficult path of 2020 alongside us for so many charities and Help has changed the public’s perception of every step of the way. We will continue for Heroes is no exception. The the sacrifices our Armed Forces make to need their support more than ever in worldwide pandemic has provided us on our behalf, and of the duty we owe 2021, as we continue our mission to with many challenges and obstacles to those who suffer so that we can give back to the heroes who have to overcome, and we had to make lead our lives in peace. As these given so much for us. decisions which although extremely heroes move through their lives, their difficult, were necessary to ensure needs do not diminish, and nor should we could keep our promise to our our gratitude to them. I am determined wounded and their loved ones. that Help for Heroes keeps the promise Bryn and Emma made During this financial year, we on behalf of all of us and that our supported 2,779 individuals and I was wounded continue to receive the incredibly proud with how quickly we support they both need and deserve. Nigel Boardman, Chair of Trustees adapted our services to ensure our world class support was still available during the height of the pandemic. It has been difficult to weather this storm, but our outstanding Leadership Team has not only managed to do this, “ During this financial year, we supported but also strategise for the future to ensure the Charity continues making 2,779 individuals and I was incredibly huge strides in its ability to make a proud with how quickly we adapted our difference for our veterans. Looking ahead, our short-term focus services to ensure our world class support will be on rebuilding lost income and conserving expenditure following the was still available during the height of significant impact of Covid-19. In the the pandemic.” 2 CHAIRMAN’S FOREWORD MESSAGE FROM OUR CEO When I cast my mind back to the to deliver vital face-to-face support in beginning of this financial year, we the home where they could, and at the had much to be positive about. Our War Injuries Clinic at Salisbury Hospital mission is to give our nation’s heroes in Wiltshire. And we were also able to one less battle to fight and to enable make our grants application process them to live secure and healthy lives shorter and simpler to help support with purpose, and we were focused urgent cases of financial need on delivering against three priorities; resulting from the coronavirus crisis. Reshaping Recovery, Championing the None of these timely adaptations Wounded and Funding the Cause. to our services in the face of a crisis We were working hard to simplify and would have been possible without the join up our range of recovery services enduring support of the Great British and were particularly excited to be Public, upon whom we rely heavily for planning the launch of our unique our income. With nearly all our Recovery College in September 2020. planned face-to-face fundraising When the pandemic arrived we, like activities and events since April 2020 charities the world over, had to rapidly either cancelled or postponed, our adapt. Our immediate priority was of income in this financial year has focussed on delivering more face-to- course to support our wounded and fallen significantly. But our dedicated face support in the community, as well their families, many of whom felt the fundraisers, undeterred, continued to as increasing digital access to our impact of the first lockdown almost show their incredible support in other services. The pandemic has provided immediately. Loneliness, low mood ways – signing up to take part in us with an opportunity to accelerate and anxiety are all common issues some of our virtual fundraising the need for this change. We will faced by those we support, and with events and responding so kindly to continue on this path, working with all of these heightened, we saw a our urgent cash appeal in May. We community partners to extend our 33 per cent increase in the number know this was a tough year for reach to the many more who we know coming to us for mental health everyone, and we remain humbled still need our help. We will also support between April and September. by their efforts to join us in making continue to champion their cause right a difference to the lives of our to the heart of Government. With our recovery centres closed, wounded veterans and their families. our team worked tirelessly and in Much as it is difficult to predict the difficult circumstances to keep our In planning for the future, we will future, we know our wounded and their wounded, and their loved ones, feeling continually adapt our services to best families need us as much as ever, and safe and connected during unusual meet the needs of our wounded. with the support of the public, our times. I have always been proud of the Our methods may have changed but partners, our volunteers and the resilience and work ethic of our Help our purpose hasn’t and we remain commitment of our dedicated Help for for Heroes team, and it was thanks to focussed on our mission. The launch Heroes team, we will remain agile in their dedication that we were able to of our Recovery College, the first of its order to keep our promise to those we adapt quickly and begin delivering all kind developed specifically to meet exist to serve. mental health support over the phone, the recovery needs of veterans and provide virtual health coaching their families, didn’t quite go ahead as facilities and arrange virtual meet planned in September, but we were ups to help those feeling alone or able to develop and launch a series of struggling with a lack of routine. online self-help guides to recovery as I cannot thank them enough for the a gateway to its full launch in 2021. way in which they selflessly rallied in It was always our ambition to blend Melanie Waters OBE, support of our wounded veterans and the way we deliver our recovery Chief Executive Officer their families. services, using different approaches For our most seriously injured to reach more wounded veterans veterans, our Clinical Team continued around the UK. We were already MESSAGE FROM OUR CEO 3 OUR PROMISEWe exist to give our nation’s heroes one less battle to fight. To enable them to live secure and healthy lives with purpose. We make this promise because it’s what they and their families deserve. 4 OUR PROMISE The sections How We Deliver On Our Promise and Our Responsibility form Our Strategic and Directors’ Report. OUR PROMISE 5 HOW WE DELIVER ON OUR PROMISE 6 HOW WE DELIVER ON OUR PROMISE OUR RECOVERY TheSERVICES events of 2020 mean we have had to adapt the way in which we deliver many of our recovery services, whilst remaining committed to helping those we support to live secure, healthy and purposeful lives.