2024-03-31-accounts

Company registration number.. 2697257 Charity registration number.. 1010167 citizens advice Manchester CITIZENS ADVICE MANCHESTER (A COMPANY LIMrrED BY GUARANTEE) ANNUAL REPORT AND FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024

CITIZENS ADVICE MANCHESTER CONTENTS Legal and Administrative Infomiation 2to3 TNstees' Report 4t018 Statement of Trustees. Responsibilities 19 Independent Auditors, Report 20to23 Statement of Financial Activities 24to25 Balance Sheet 26 Statement of Cash Flows 27 Notes to the Financial siatements 28to44

CITIZENS ADVICE MANCHESTER LEGAL AND ADMINISTRATIVE INFORMATION Trustees Beverty D'Alessio, Chair Karen Clarke, Vice Chair Fiona McNair, Treasurer Conor Meenan, Chair BDRC Committee Tony Robinson, Chair HR Committee Holly Marknn John De Mouilpied (Resigned 06102124) Craig Simpson David Black (Appointed 30105123 & Resigned 29102124) Lorna Culpin (Appointed 30105123) Ginny Hibbert (Appointed 30105123) Jan Mitton (Appointed 25107123) Hannah Couchman (Resigned 10107123) Imlliam Priest (Appointed 09105124) Mark Lyonette (Appointed 09105124) Key Management Personnel Andrew Brown, Chief Executive/Company Secretary Daniel Pye, Chief Operating Officer Hayley Hughes. Assistant Chief Executive Rachel Evans Director of Operations Margaret Keane, Director of Human Resources Kate Furniss, Head of Performance (Resigned 03110123) Sleven Booth. Head of IT (Resigned 30106124) Principal Office Barlow House 4 Minshull Street Manchester MI 3DZ Company Registration Number 2697257 Charity Registration Number 1010167 VAT Registration Number 659 7910 80 Bankers Co-operative Bank PO Box 101 l Balloon Street Manchester M60 4EP Auditor A2ets AudFt Services Bulman House Gosforth Newcastle upon Tyne Tyne and Wear NE3 3LS Investment Managers Quilter Cheviot 4th Floor, Bauhaus, 27 Quay St Manchester M3 3GY

CITIZENS ADVICE MANCHESTER TRUSTEES, REPORT The trustees, who are directors for the purposes of company law, present the annual report together with the financial statements and auditors, report of the charitable company for the Ye￿ ended 31 March 2024. Member Position Beverly D'Alessio Chair Karen Clarke Vice ChairlEquality, Diversity and Inclusion Committee Chair Fiona McNair TreasurerlFinance Risk & Audit Committee Chair Tony Robinson TrusteelHuman Resources Committee Chair Holly Markin Trustee John De Mouilpied Trustee (resigned 06102124) Hannah Couchman Trustee (resigned 1010712023) Conor Meenan Business Development Research & Campaigns Committee Chair Craig Simson Trustee David Black Trustee (appointed 30105123 & resigned 29102124) Loma Culpin Trustee (appointed 30105123) Ginny Hibbert Trustee {appointed 30105123) Jan Mitton Trustee (appointed 25107123) Imlliam Priest Twstee (appointed 09105124) Mark Lyonerte Trustee (appointed 09105124) There were no members of the Trustee Board in paid employment at Citizens Advice Manchester ("CAM'? or acting as volunteers in the office. There were no ex-officio members who served as Directors/frustees during the year. Structure, governance and management Nature of governing document The Charity was registered with the Charity Commission in September 1939. It became a company limited by guarantee on 13 March 1992 (Company Number: 2697257). The full name of the Charty is 'Citizens Advice Manchester and is governed by ils Memorandum and Articles of Association as amended on 16 July 2002, 15 January 2007, 20 January 2008, 9 October 2019. Recmitment and appointment of trustees The Charity is governed through a Trustee Board. The members of the Charity are the Trustees who have held office during the year and are listed above. The Articles of Association provide for a minimum of 3 and a maximum of 15 Trustees. None of the Trustees has any beneficial interest in the company. The maximum liability of each member is limited to £1. The company holds an annual Directors and Officers Liability Insurance policy. If a new Trustee is employed by another organisation Ihe Chair should ensure that the Trustee understands that they must act solely in the best interests of the CAM and that they as individuals, not the organisation they are representing, are liable for Board decisions. Procedures for appointing Trustees are lasd out in the governing documents.

CITIZENS ADVICE MANCHESTER TRUSTEES, REPORT Trustees, who are also Directors of the company, are required to go through a selection process and are formally interviewed by a panel made up of existing Trustees with the CEO I company secretary in attendance. Suitable candidates are then proposed by the Chair to the Trustee Board for election. A separate process agreed by the Trustee Board is followed for the election of the Chair. No other persons or bodies external to the Charity were entitled to appoint persons lo the Trustee Board. As an incorporated Local Citizens Advice, we file an Appointment of Director, form, APOI, with Companies House wilhin 14 days of the appoinlment. lthen details on that form change (eg a change of the Trustee address) form CHOI is filed with Companies House. We have also filed TMOI (for terminating appointment). All forms are in compliance with Companies Act 2006. Induction and training of trustees All new Directors ("Truslees") are provided with a comprehensive induction on their legal obligations under charty and company law, the Memorandum and Articles of Association. the committee and decision making process, the business plan. access to the Citizens Advice Intranet and recent financial performance of the Charity. They also attend meetings wilh the CEO and other key staff, appropriate training courses and mentoring by established Trustees to facilitate an understanding of their role. Trustee Board The Board is responsible for setting the slralegic direction and planning of the organisation, its policies, budgetary and financial control and risk management. The directors carry the ultimate responsibility forthe conduct of CAM and for ensuring that the Company/Charity satisfies its legal and contractual obl￿1 ations. The Trustee Board had four working committees. the Finance Risk and Audit Committee (FRAC). Business Development. Research & Campaigns (BDRC), Equality. Diversity and Inclusion (EDI) and Ihe Human Resources Committee. It has been agreed next year to establish a Performance and Quality Committee and. to ensure EDI cuts across the entire organisation, the EDI committee will be closed down and tts functions and responsibilities will be embedded in both the HR and Performance and Qu￿lty Committees. The Board meets a minimum of 6 times a year and delegates day-day management and implemenlation of its decisions through an executive Leadership Team attend Board meetings. The Leadership Team consists of the Chief Executive and six heads of department each with individual areas of responsibility io deliver the business plan for the organisation. Citizens Advice Manchester is a member of Citizens Advice. The Membership Agreement sets out the relationship beMeen a member of the Citizens Advice service and Citizens Adwce including our respective roles and responsibilities some of which are shared (e.g. protecting, promoting and developing the Citizens Advice brand). The Agreement sets out the high-level standards for membership (including seNice delivery) and some very specific requirements and includes details ofwhat happens if the Agreement is breached by either a member or Citizens Advice. The quality assurance standards sit undemeath the Agreement. These set out the detailed standards which all LCAS that are members of the Citizens Advice service must meet. Audit SeNices check compliance Nth the quality assurance standards and the Membership Agreement through annual regular membership audits. The Specialist Quality Mark (SQM) and Advice Quality standards were renewed in October 2021 and July 2022 respeclively for a period of 3 years. The SQM re-audit has been scheduled for Sepiember 2024. Operating policies are independently determined by the Board of Directors in order to fulfil its charitable objectives and comply with the national membership requirements. Appointment and remuneration of key management personnel The Board is responsible for the appointment, including setting and reviewing remuneration, of key management personnel. A pay framework has been adopted which broadly takes into account market rates and charity benchmarking as per the Harris Hill Salary Report methodology. The framework, along with salary rales are reviewed annually by trustees in line with the organisation's pay and grading policies which apply to all staff.

CITIZENS ADVICE MANCHESTER TRUSTEES. REPORT Related party considerations and transactions CAM board membersltrustees and key management staff are required to declare any interests and disclose any potential conflicts as per legal requirements and Charity Commission guidance 'conflicts of interest.. a guide for charity trustees. Where related paty transactions exist they will be disclosed as part of these accounts. CAM'S trustees (limited to a maximum of hold Trusteeldirectorships positions on the board of another local Citizens Advice - Citizens Advice Greater Manchester (CAGM), which is a collective body of locd Cilizens A(fvice organisations operating within Greater Manchester communities in fjjrtherance of mutual charitable objectives. Other charities and organisations with which CAM co-operates in the pursuit of its charitable objectives Notwithstanding the relationship with National Citizens Advice and CAGM as described above, CAM worf(s in partnership with a number of other organisations from private. statutory, health and social care and third sectors to develop and deliver appropriate advice and advocacy seNices for clients. Where one of the Directors ('Trustees) or key management personnel holds Ihe position of Trustee/Director of anothei charity or organisation they are required to declare all potential and actual conflicts of interest and may be involved in discussions regarding that other organisation but not in the ultimate decision-making process. CAM also works in direct partnership with a number of partr)er LCAS and other charities l organisations where financial considerations exist such as with Shelter and Citizens Advice Liverpool, SORT, Carlisle & Eden, Lancaster and Preston to which il subcontracts grant funding. Major risks and management of those risks CAM has a Corporate Risk Management Strategy integrated with a Business Conlinuity Plan. The Directors recognise that any major risks to which the Charity is exposed need to be reviewed and systems put in place to mitigate Ihose risks, To that end CAM is continually monitoring and managing its risk, reviewing the corporate risk register and ensuring action plans are in place to mitigate its key risks. Included in extemal risks is Ihat of the loss of funding and premises. The Company/Charty works hard to minimise these ￿ principaj risks by continuing to seek to diversify ils funding sources and through a clearly defined accommodation strategy. Other intemal risks are minimised by the implementation of procedures for aulhorisation of all transactions and projects and for ensuring consistent quality of delivery for all operational aspects of the charitable company. These procedures are periodically reviewed to ensure that they slill meet the needs of Ihe Charity. Compliance Statement Citizens Advice Manchester is committed to ensuring the security and protection of the personal information that we process, and to provide a compliant and consi￿ent approach to data protection. An information assurance management team exists to ensure the confidenti8Jity, integrity and availability of all personal and sensitive data is maintained to a level which is compliant with the requirements of GDPR and Data Protection Law. Our Principles Citizens Advice Manchester takes the privacy and security of individuals and their personal informalion very seriously. Our principles for pro￿SSIng personal information are: We will process dl personal information fairly and lawfully We will only process personal information for specified and lawful purposes Where practical. we will keep personal information up to date We will not keep personal information for longer than is necessary

CITIZENS ADVICE MANCHESTER TRUSTEES. REPORT Data Subjects, Rights At Citizens Advice Manchester, an individual can request information about: IM)at personal information we hold about an individual The categories of personaj infomiation we collect from an individual The purposes of collecting and processing personal information from an individual How long we plan to keep the personal infomiation The process to have inaccurate or incomplete personal information corrected or completed lthere applicable. the process for requesting erasure of Ihe personal information or for restricting the processing of personal information in accordan￿ with data prolection laws. as well as to object to any direct marketing from us Our compliance plan Steps taken to ensure compliance with GDPR and data protection: We have established procedures and policies to restrict processing of personal informaiion We have updated our procedures for dala breaches and incident responses We have updated our Data Protection Policy, Data Retention Policy, Information Security Policy, Cookies Policy and Privacy Policy We have reviewed ajl processing activities lo identify the legaj basis for processing personal information and to ensure that each basis is appropriate for the activity it relates to. Objectives and activities Charity Objects The Charitys objects are lo promote any charitable purpose for the benefit of the community in the City of Manchester ('the principal area of benefit") and elsewhere by the advancement of education, the protection and preseNation of health and the relief of poverty. Vision "Our Vision is that we will empower people through infomiation and advice, to champion their individual rights." Aims The seNice aims: To provide the advice people need and to empower people to be better able to resolve their future problems To campaign to improve the policies and practices that affect people's lives in Manchester To engage with local communities and actively deliver preventative programmes Values Our values are to be free, independent, conffidential and impartial. We will promote diversity, equality and challenge discrimination. Objectives, strategies and activities In addition to Ihe continuing provision of high quality advisory seNices to the local community the primary objectives for the year were: Service delivery To expand our multi (Omni) channel offering by adding new digital platforms to advice and information that ernpowers communities and individuals locally. regionally and nationally. Finance To strengthen our financial independence and maintain financial stability through diversified income streams. social enterprises and income generalion from the privatelcorporate sector. Partnerships To work closely with other partner organisations who are committed to fighting povety, disadvantage and promoting equality. Preventative Work To work witt) key partners to implement a programme of preventative work, linked to current issues. to increase community knowledge and develop how we measure the impact of preventative sessions.

CITIZENS ADVICE MANCHESTER TRUSTEES, REPORT Equality, Diversity & Inclusion To make equality and diversity a part of all our activities and continue to ensure the service is open to all individuals and groups who are discriminated against or excluded. Campaigning & Media To make a difference to the lives of vulnerable people by enabling Clients to share their stories so as to challenge injustice, change unfair policies and prevent things going wrong in the fvture. Public benefit The trustees confirm that they have complied with the requirements of section 17 of the Charities Act 2011 to have due regard to Ihe public benefit guidance published by the Charity Commission for England and Wales. l. Main activities A lot has happened in the last few years, from the Covid-19 pandemic through to Ihe energy market crisis, the war in Ukraine and, with a General Election announced in July 24, an unsettled political environment. All of this has had a significant impact on our service and the people who come to us for help. We have experienced (and continue to face) unprecedented demand as people try to navigate these challenges. The cost-of- living crisis continues to have a devastating impact on people's lives and more and more people are turning to us for help, some for the first time. Systemic inequalities mean that some people are hit harder than olhers. As we look forward to the years ahead, we'll need to meet more challenges. There will be important Changes in society, including political change, demographic change, the effects of automation and expanding digitisation, and the impact of climate emergency. In the face of these challenges, we found opportunities to support people in new and better ways taking our service Into probation hubs across GM Into hospitals, building on our existing services to trauma patients Through our advice van into more deprived and vulnerable communities and through the use of new technologies such as Twilio Automating the PIP application form Designing and implementing a debt portal In this year we continued to provide thousands of people with free, independent. impartial one-to- one advice, over the phone. in person, by email or webchat. We also support Ihousands more people who access our trusted online advice. Many of our contracts deaj with debt. housing, employment advice, income maximisation and fuel povety io meet our objectives for the relief of povety. We were Iherefore delighted to have been commissioned by Citizens Advice as one of 7 LCAS to deliver an expanded MAPS debl contact centre and contribute to the nalional debt helpline. Our research and campaigns team continue to identity causes of underlying problems impacting on our clients so that we can address equality and diversity issues (described at page 10 below) 2. Achievements and performance 2023124 A. Leadership Self-Assessment The audit process known as the Leadership Self-Assessment is a key condition of our Membership Agreement with Cilizens Advi￿. In 2024, we achieved the maximum score in all areas of our year 2 LSA including strategic business planning. risk management; financial management; people management,. operation performance., partnership worf(ing; research and c3rnpaigns and equality leadership. B. Digital Innovation Citizens Advice Manchester is known in the Citizens Advice network as an organisation that leads and uses digitsj technology creatively and innovatively to deliver services for our clients and other stakeholders and this year we have focused on five new areas of innovation: (i) Thvilio for energy.. which provides our energy team with an Interactive Voice Response system of call-backs and a direct messaging service to clients. Twilio has the flexibility to enable us to improve the adviser's efficiency, through calllmessage transferring, queue capacity (to handle x number of messages per adviser), and canned responses, which we recently launched.

CITIZENS ADVICE MANCHESTER TRUSTEES, REPORT (li) Dashl)oards: During this year we have created dashboards for our key teams so that they can better visualise their dala, Perfomiance and quality dashboards provide real-time insights into operations, client engagement, and service effectiveness enabling us to deliver projects to target in terms of quality. time and cost. (iii) MAPS Debt Service: We are creating a document sharing portal for a more seamless client journey that will facilitate: Secure and efficient document sharing between advisers and clients Appointmenvfollow-up management with embedded messaging and nudge technology mitigating against clients not attending appointments and disengaging Embedded communications channel options such as WhatsApp, SMS, email, together with automated notification systems to alert client and advisers on progressloutstanding tasks (iv) Referral technology: We have commenced the prO￿5S of transitioning our vast range of referral partners to our new inward referral tool provided by the National team via Casebook which will significantly enhance the client journey and make referrals faster and more effective. (v) CADDY: Recognising the potential of Artificial Intelligence (Al) Citizens Advice Manchester are collaborating with CASORT and national CA to further develop a cuslomer seNice copilot (named CADDY) that will support our Energy, Adviceline and Welfare Benefit advisors, to quickly find and share information. empowerino them to provide high-qualty, actionable advi￿ quickly and securely to the people who come to us for help. C. Frontline Support Services: Principal Advice Outcomes and Impact Throughout this year, collectively our teams of local, regional and national advisers have achieved high quality impacts by enabling.. 151K people to access 546K pages of advice and information from our website 3,061 people to access place-based face-to-face advice in their community 38,000 people to access our local Adviceline, • 1,677 people to make inquiries through our self-referral tool on our website 894 people to use our video advice service from community venues or their own home 3,082 people to claim universal credit 2,102 people to access pension5 advice through our Pension Wse seNice 4.520 people to be supported by our debt leam 7.513 people to access welfare rights advice The main advice areas this year have been welfare benefits advice, debt, housing and fuel povety and we have achieved outstanding results for clients.. I ncreased clients, incomes by £20 million Helped clients to manage £68.4million of debt Helped to write off £7.2 million of client debt Helped provide just over 2,000 fuel vouchers Helped over 600 individuals access the Household Support Fund Through our energy team and energy champions we have assisted more than 5,900 clients across extensive areas of the North West (Barrow, North Lancs, West Cheshire, Preston, Liverpool, Blackpool and Manchester) through: + Providing advice and information relating to grant funding through EC04 and charitable support Carbon monoxide advice on the risks associated with CO in the propety to 3671 people and given out 500 alarms. + Supporting clients to sign up for the Priority Services Register (PSR) • Responding to emergency situations by providing emergency cash grants, foodbank & fuel vouchers and applications for charitable grants I trust lijnds • Encouraging behavioural change through delivering energy efficiency tips to reduce the spending of clients in real time and to improve thermal comfort Our energy champions have attended 518 community events and delivered 77 training sessions to 1,316 front line workers (such as JCPS, LOC￿ Care Organisations, Age UK Cheshire, schools etc)

CITIZENS ADVICE MANCHESTER TRUSTEES, REPORT D. Campaigns, Research and Social Policy Some problems are too difficult to solve through advice alone, often where there is a systemic issue with a market, a policy or a set of regulations. In 2023124 CAM made significant contributions to influencing change. improving policy and practise for our clients. lives: 16 pieces of media coverage including appearances on nalional platforms such as BBC Breakfast and Radio 5 Live-, • Engaging with MPS on a range of issues including the cost-of-living crisis, Nation￿ Red Index. heat neiworks and upraling benefits., Working in partnership with schools in North Manchester. Manchester City Council, Shelter and other community groups to tackle issues with temporary accommodation. Changing Manchester City Council's policy on Council Tax debt collection for the most vulnerable customers Energy saving campaigns Scams Awareness Looking to the future of energy and highlighting work that needs to be done to make heat nelworks wort( for consumers Local Housing Ajlowance and the need for better support in the private rented sector 3. Focus on our People 2023-24 was a phenomendly successftjl year ft)r our People Strategy with our key achievemenls oullined below: {1) Growth: 2023124 saw further significant success and growth for Citizens Advice Manchester. A5 our scope of services increased, our staff numbers rose by almost 18%. Our workforce expanded from 159 to 190 employees and throughout the year we welcomed 98 new people into our organisation. (li) Strategy for Success: In line with our Strategic Business Plan, we focussed on attracting, developing and retaining talent, embedding EDI in our all people initialives, strengthening our engagement commitments and driving forward our vision for the future of HR in CAM so we remain an employer of choice. To achieve this we: Progressed our Recruitment and Retention Development Plan (2023-25) focusing on: Reducing turnover (reduction from 53% to 38%) Increasing retention (increase from 62% to 71%) Reducing our contact centre attrition rate (15.7%) - national average estimated be￿een 26 % - 8596 Sourced a recruitment platform to support our continued growth - to be developed and introduced throughout 2024, this will offer an improved applicant experience and support automation within recruitment at CAM. Sourced a newer. more sophislicated HR system (IntelliHR), To be implemented in 2024. this new system will offer automated processes. streamline onboarding and ftjrther improve our employee engagement. Focused on development of our EDI Working Group, including setting commitments for each role within the group, establishing EDI Ambassadors across all teams within CAM to promote knowledge and understanding of EDI and empowering teams to celebrate events via our diversity calendar. Strengthened our Safeguarding processes and rolled out mandatory training for dl staff Collaborated with staff to create the Good Citizen Award, a new initiative designed to recognise and reward positive behaviour, fostering a culture of appreciation and motivation. Carried out numerous communication and engagement initiatives throughout the year including surveys, Q&4 sessions with the Leadership Team. social events, employee forums (Staff Engagement Group) and all staff meetings to ensure everyone had the opportunity to be heard and to encourage collaboration. 10

CITIZENS ADVICE MANCHESTER TRUSTEES. REPORT (iii) Union Collal)oration: Recognising the benefits and vaEue of a unionised workplace and to strengthen the voice of our workforce, we took steps to re-ignite our partnership with Unite at CAM, This induded: Working closely with the Regional Unite Officers to sustain relations with the Union in the absence of Workplace representalives. Organising, coordinating and facililating meetings to promote and encourage union membership. Supporting the ensuing successful election process for new union representaiives. As we move into 2024-25, we welcome a new, positive and productive working relationship wsth our union colleagues. (iv) Leadership Programme: Following the success of our Step into Leadership Programme (which launched in April 2022) CAM has gone on to strengthen the support offered to newly promoled Managers and Team Leaders by developing a course recognised by the Institute of Leadership & Management. The course will not only provide our people with a formalty recognised qualification. but embeds the skills needed to ensure that CAM leaders are successfully supporting and developing our workforce. (v) Wellbeing and Mindfulness: As the energy crisis and cost of Irving challenges continued to impact our people this year, we recognised the ongoing detrimental impact this was having. both personally and in their client worf(. Iniiiatives to support our people have included- Cost of Living payments and continued commitment to the Real Living Wage for entry level employees Continued promotion of Individual Wellness Plans and expansion of our accredited Mental Health First Aid Support Team Introduction of a life assurance benefil to provide additional security and peace of mind for our employees and their families. Promotion of our Employee Assistance Programme and Structured Counselling offer Promotion of our Corporate Cash Plan for employees and their dependents, which includes access to a 2417 GP servi In house moneyl benefits advice provision (for those not comfortable with internal contact, we conlinued a reciprocat arrangement with another Local Office to offer confidential support) Partnering with the NHS Resilience Hub to offer meaningful and effective resilience training for managers and fronlline workers Introducing a new mechanism for rep)rting impacrful interactions with difficult clients to better support our staff (vi) People Investment & EDI Our investment in our people's development over this period can be measured by their own success. Of our 190 employees. 34 (18%) developed their career within CAM. 18 of these people (530/0) identified as being from a diverse group, demonstrating the positive results of our ongoing commitment to Equality, Diversity and Inclusion. Our people commitments over Ihe past year have led to significant improvements in staffing levels, employee retention. engagement, and overall wellbeing. The introduction of new initiatives and benefits has been well- received by our employees, as eviden¢ed by the high engagement score on our annual People Survey. Moving foNard, we will continue to build on these achievements to further enhance our workplace culture and support our staff in their professional and personal groth. (vii) Complimentslfeedback ilst the number of complaints received is routinely recorded and reported, it was acknowledged that we could do more for our staff and community by also recording and reporting on the compliments that we receive. In late February 2022, self-reporting of complimenls by staff began. Compliments are logged once by the first person to interact with the comp5iment and can be submitted by telephone, email, webchat, webforms or posted (letters and cards) and be as simple as a client thanking someone for their help. Further details will be in next year's report. 11

CITIZENS ADVICE MANCHESTER TRUSTEES. REPORT 4. Development ol CAM'S EDI strategy In early 2024 we developed and finalised the EDI Strategy for 2024- 2027. The strategy was approved by the Trustee Board in earFy 2024 and work has begun being implemented through the EDI working Group, HR. 8usiness support and management. Be￿een April 2023 and the end of March 2024 the EDI working group focused on a number of key areas & actions including.. Creating a Manchester census data presentation that compared Manchester population, CAM clients and their staff The development of CAM'S Trans Inclusion Policy Supporting staff to have conversations with sensitive subject matters and sharing best practice Creating and implementing the Safer Spaces agreement for staff to commit to at meetings, helping ajl to feel welcome and included Supporting with the EDI strategy creation Recruimient of our first EDI ambassadors for each team Setting up donation station to host collections for charities voted for by staff Creating an EDI query fomi that all EDI ambassadors can submit to be raised with EDI chair and LT champion, enabling meelings to be more action-focused Awareness and celebrations Celebration of Stress Awareness Month with yoga and stretch activities, mindfvl colouring and 'ask HR, where people could talk about EAP and what support can be offered. Celebration of Intemational Women's Day through workplace posts as well as a bake off for a local charity MASH Participated in Manchester Pride walk with the advice van Movember and Men's mental health awareness month Used Workplace to recognise + Trans inclusion week + Neurodiversity Celebration Week + LGBT+ History Month 2024 with the focus on Medicine Under The Scope + And raise awareness of South Asian History Month, through sharing fun facts, food. artisls and films. Encouraged staff to share their Ramadan stories to see how people celebrate. We took part in CAHN'S Wlndrush 75th celebration event 5.1 Diversity of Income and New Partnerships During 2023-24 CAM has benefitted from funding from a wide range of sources including l. Manchester City Council: £1,478,667 to deliver a City-IAfjde universal telephone, digital and face to face service to the residents of Manchester. This amount induded £350.(￿ to provide direct financial assistance via the Household Support Fund to support people with meeting the rising costs of energy and food bills etc and a further £166,667 for provision of cost of living advice & support. 2. Citizens Advice Consumer Service MAPS National & Local debt advice service Help to Claim Phone SeNice Pension Wse Service £1,121,541 £2,329,873 £194,539 £376,332 Only funding of over £40,OIJ) is listed. All funding is detailed at page 32. 12

CITIZENS ADVICE MANCHESTER TRUSTEES, REPORT 3. Project Income The Co-operalive Bank Oddfellows Friendly Society Major Trauma Project Electricity North West Legal Aid income Cadent Energy Bewell (Big Life Group) Trussell Trust £49,961 £93.820 £79,488 £875.992 £55,938 £757.657 £98,482 £153.333 5.2. New Income streams 2023 -24 (i) MAPS National Contact Centre . CAM is one of seven LCAS to have been commissioned to deliver a single debt contact centre providing clients with a holistic, quality assured and multi channel debt advice seNice designed to.. offers an end-to-end debt advice client journey from initial contact to the agreemeni of a debt solution andlor strategy offer a full Debt Advice session at the point of first contact wtth a Debt Adviser, with follow up appointments as required (li) MAPS National Debtline Partnership: An outbound single debt contact centre delivered by Citizens Advice Manchester and CA Caerphilly which provides all clients a consistent. seamless, high quality. holisiic, multi-channel debl casework service across England including an end-to-end debt advice, from initial contact 10 the agreement of a debt solution andlor strategy a full Debt Advice session at the point of first contact multiple channels of engagement and communication empower the client to be in control and to take all essential and necessary steps to improve their personal and financi￿ situation embeds behavioural science nudges throughout the client journey riii) Probation Service: CAM has been nominated as lead delivery partner for the CAGM Probation Service pilot which offers high-quality information. advice and casework seNice through three main channels.. Telephone via a single local rate number Face-to-face drop-in at a Probation Hub (including Video Appointments) Partner referral via our secure digital referral plaffomi (iv) Hospital Trusts: This year we have secured knnding from Manchester Foundalion Trust to deliver a hospital 'in-reach service,, providing advice to patients (in North Manchester, Wthenshawe and Manchesier Children's Hospilal) as part of the hospital discharge prO￿sS to aid earlier discharge from hospital and reijuce the likelihood that the patienl may have to return to hospital for the same issue. (v) Legal Aid 2024: We have successfully tendered for and were awarded housing and debt contracts in the following procurement areas. Manchester, Salford. Tameside and Stockport {vi) Manchester wide Cost of Living Support Programme: We persuaded Manchester City Council to invest additional funds inlo the City-wide Advice Service to provide targeted cost of living crisis support to our most vulnerable residents and communities through expanding the number of advisersl caseworkers by 6 and providing the MCC COL team a warm transfer for residents into CAM services. (vii) British Gas Energy Trust: To deliver a programme of pop-up advice sessions in Post Offices across the city to engage people in energy advice conversations and to provide follow up advice and casework. The funding also provided additional resourcing to deliver face lo face energy advice in the community. 13

CITIZENS ADVICE MANCHESTER TRUSTEES, REPORT (viii) Trussell Trust: 4 advisers co-located in Trussell Trust food banks across the city to provide advice and casework to people who need emergency food from the Trussell Trust. Clients are referred to CAM advisers by Trussell Trust staff I volunteers. Advisers provide holistic assessment of needs and initial advice in the food bank and deliver follow up advice and casework via telephone or face to face appointment. (ix) ENW phase 2: The purpose is to deliver a high-quality service to customers in fuel poverTy ihrough multiple channels primarily consisting ot. Face-to-face drop-in at local Cvtizens Advice office or outreach. Telephone via a single local raie number Inbound referral from Energy champion (Lot I Campaign or Company) Inbound referrals from front line workers, partnerlprofessional referral via the supplierfs secure digital referrals system, 'ReferNeY or Casebook Chat Plattorm - providing 24n access to the Se￿1￿. Chatbot providing users with self-help infomiation Vidpo anDnintments if reauested The key aims of the service are: Income maximisation or debt support - 50.000 interventions Energy efficiency advi￿ or installations (Non-ECO) Eneroy efficiency advice or installations (ECO) Energy behavioural change - average saving per customer CU￿omer Satisfaction score of 9110 (90%) or above 6. Recruitment of New Trustees We recruited 4 new trustees during 23124 with expertise and knowledge in HR. neurodiversity, and finance. Unfortunately the trustee with a financial background left the Board during the year. We have recenlly recruited (May 2024) two new trustees with expertise in management and finance. 7. Contribution of Volunteers The Trustee Board recognises the hard work and dedication of volunteers, staff, management and leadership teams who collectively have helped to deliver Ihese achievements. In particular the organisation recognised the vital contribution of its volunteers. Throughout 2023 - 24 we have continued to develop our approach to volunteering with a revised strategy which includes: Volunteer management and support structure Volunteer wellbeing. Targeted recruitment of underrepresented groups Key role profiles Volunteer Coordinator Volunteer Form Filler Volunteer - Digital Assist Initial Assessor Community Ambassador Volunteer Development plan The intention of rebuilding our volunteer offer is to enhance our City-wde (Manchesler) commi55ioned Advice service. a principal element of which is to deliver more place-based advice. Using a team of approximately 20 volunteer community ambassadors trained to spot advice issues and knowing when and how to refer people into CAM will be key to achieving this part of the seNice. We will recruit from the diverse communities in which we work to ensure that our volunteer base reflects the demographics of our great city. 8. Financial review Total income for the year was £8,008,954 (2022123 £5,792,263). Of this £2,878,232 (2022123 £3.436,644) related to project restricted activities. Direct expenditure for the year was £7.525.468 (2022123 £5,627,124). 14

CITIZENS ADVICE MANCHESTER TRUSTEES. REPORT A surplus of £561,991 (2022123 surplus £121,374) was made in the year. At 31st March 2024, total funds were £3,645,837 of which £329,843 represented restricted funds (2022123 £3,083,846 of which £322,790 represented restricted funds). 9. Policy on reserves The trustees have reviewed the Charity's needs for reseNes in line with the guidance issued by the Charity Comfflission and have agreed that unrestricted free reserves (not designated or reseNed for specific purposes should be set at 3 months. running costs (£1,814,975 at 31103124). The Trustee Board believes that the organisaiion should aim to have reseNes at this level to ensure the Charity can run efficiently and meet the needs of the beneficiaries. The trustees have designated £864,708 of unrestricted funds for specific purposes as described at note 18 in the accounts. The unrestricted reserves, therefore, held by the Charity at 31 March 2024 which are not othenNise designated or resetved amounted to £2:451:286: which are considered to be free reserves currently in line with the reserves policy. 10. Investment policy and objectives As required in its Memorandum paragraph 3(k) in furtherance of its objects. and for no other purposes, the company has the power to invest the monies of Ihe company not immediately required for its purposes in or upon such investments, securities or propety as may be thought fit, subject nevertheless to such conditions and such consents as may for the lime being be imposed or required by law. During 23124 the majority of the charity's funds have been invested with Flagstone (cash deposit plafform) alongside direct deposits with Co-operative Bank Plc, COIF Deposil Fund and Santander because of the levels of interest earned, low cost and ease of access. There is also direcl investment with Quilter Cheviot. This policy is reviewed annually. 11. Plans for future periods The future vision, agreed by the Trustee Board, continues to focus on the core strands of growth, inclusion. technology and financial sustainability. This section explains our priorities for April 2024 to March 2025. 11.1. Mobilising and implementing the new Manchester City wide Advice Service from October 2024. The service ￿11 consisi of three elements- A self-referral, multi-channel access advice gateway Website: Phone.. Emaillweb-chat access Place based A targeted Place-Based advice seNice delivered in Manchester 15 priority wards A volunteer programme that will deliver key outcomes.. Increase advice capacity in the main contract Provide support and capacity to VCSE and other partners The contract will run from l October 2024 for a period of 3 years. with a value of £960,000 per annum. 15

CITIZENS ADVICE MANCHESTER TRUSTEES, REPORT 11.2. Relocattng inlo new premises At the TB I LT strategic planning session held in February 2023 it was detemiined that a key organisational objeciive should be to "Agree an approach and negotiate a contract for a 5 / 10 year Jocation strategy" wilh the following key attributes: Fully accessible building (unassisted access preferable) Location within 15 minutes walk of public transport Capacity to house up to 160 people l open plan contact centre environment for individual teams of up to 60 per floor- capable of future growth Access to multiple meeting l training rooms with capacity for 5 - 30 people (hybrid facililies) Eco-friendly with energy performance certification at C or above - reflect CAM'S environmental policies Reliable high speed data I wifi l internet connection After an extensive search we identified a new premises that would meet these requirements and provide a modern open plan collaborative workspace. This open plan space will also facilitate a more collaborative way of working bemeen all employees and services that are currently segregated across multiple floors. It will allow for ne￿orking, communication and innovation across our teams. We will relocate our Registered Office and staff teams to Barlow House, Minshull Street, Manchester in Augustlsepiember 2024 on a 10 year lease subject lo suitable break clauses. IL3. Regional Innovation Hub: To achieve our digital ambitions we are considering the feasibility of developing an Innovation Hub in collaboration with Citizens Advice SORT. The Hub's purpose would be to: design and deploy new cutting-edge solutions to support our ambitions of meeting the increasing demand for advice seNices explore the integration of Al and other emerging technologies to enhance client services and improve Operation￿ efficiencies IL4. Developing CAM as a Regional Support Hub: It is our intention in the coming year to explore the possibility of CAM becoming a regional hub (possibly in collaboration with one or more other LCAS) with the potential to take a lead for the: strategic planning of advice and research and c8rnpaign managing large delivery contracts for Citizens Advice nationally and providing infrastructure services to other local Citizens Advice. This approach would be aligned to CA national programme for transformation of the ne￿Ork which will bring opportunities for growing our existing markets and diversifying into new rnarkeis and thereby open up new funding streams. 11.5. Developing our Corporate Investment: A key component of our income generation strategy is to continue to develop our portfolio of corporate investors. In 2024 we aim to achieve by expanding our work with Cadent Gas and adding Barclays bank to our banking portfolio. 11.5.1. Cadent Vulnerable Customer welfare Support Service: We will endeavour to persuade Cadent to maintain and expand their Vulnerable Customer welfare Support SeNice. The current contract is due io expire in October 2024 and this operating model (working across the Cadent north west region) designed to deliver vulnerable customers an accessible and inclusive energy and welfare support seNicel has given Cadent a significant return on their investment through realisable financial, health I wellbeing and energy saving impacts for local communities. 16

CITIZENS ADVICE MANCHESTER TRUSTEES, REPORT We will be proposing to Cadent a roll out and expansion of this service in partnership wth Turn 2 Us and Yes Energy building on the four components described below and to also link those clients that can benefit from digital l online support to the Turn 2 Us welfare benefit support platforms. A fier One Gateway Service A tier two Advice with Casework SeNice A tier three specialist legal advice service A ne￿Ork of local Energy Champions 11.5.2 Barclays: Our proposed service has been designed specifically to Help Barclays to identify their consumers who are vulnerable or disadvantaged and to provide an ac￿Ssible and inclusive money management and financial educalion support service. To improve the well-being and financial situation of the customer ensuring they are accessing necessary benefits or services avalable to them. By intervening earlier at a point which will reduce the cost and complexity of future interventions Support vulnerable consumers to make inforThed and effective financid decisions. an increasingly complex environment. Improve client's self-sufficiency, independence and resilience. so that they are better able to deal with problems themselves initially and also in the future This will be achieved through the provision an end-to-end debt advice Customer Journey, from initiaf contact to the agreement of a debt solution 11.6. Advocacy: Priorities for 2024125: Consumer campaigns Hate Crime Awareness Week Responding to proposed reforms in the Heallh & Disability Green Paper Provision of furnished Social housing in Greater Manchester Working with the Food Security Athlon NeiWOr￿S Financial Inclusion work on a benefits uptake campaign Tackling poor practice from energy suppliers Promoting social tariffs and working to make provision more consistent Engage positively with returning MPS to push for change 12. Risk Management 12.1. Objectives and policies The charity's activities expose it to a number of financial risks including credit risk, cash flow risk and liquidity risk. The use of financid derivatives is governed by the Charitys policies approved by the Board of Trustees, which provide written principles on the use of financial derivatives to manage these risks. The Charity does not use derivative finallcial instruments for speculative purFK)ses. 12.2 Cash flow risk The Charity's activities limit exposure to the financial risks of changes in irrterest rates. Interest bearing assets are held at variable rates. 12.3 c￿dit risk The Charity's principal financial assets are bank balances and cash, trade and other receivables, and investments. The Charity's credit risk is primarily attributable to its trade receivables. The aTllounts presented in Ihe balance sheet are net of ailowances for doubtful receivables. An allowance for impairment is made where Ihere is an identified loss event which based on previous experience, is evidence of a reduction in the recoverability of the cash flows. The credit risk on liquid funds and derivative financial instruments is limited because the counterparties are banks with high credit-ratings assigned by international credit-rating agencies. The charity has no significant concentration of credit risk, with exposure spread over a large number of counterparties and customers. 17

CITIZENS ADVICE MANCHESTER TRUSTEES. REPORT 12.4. Liquidity risk In order to maintain liquidity to ensure that sufficient funds are available for ongoing operations and fulure developments, the Charity uses its cash reserves and operates a reserves policy to manage liquidity risk. 12.5. Going concern Despite challenges and uncertainties as a result of the global pandemic. we do not foresee any financial concerns for 2024 onwards. We have received confirmaiion from our major funders that income will be sustained through 2024125, therefore, budgets and financial statements have been prepared on a going concern basis. 12.6. Disclosure of information to auditor Each trustee has taken steps that they ought to have taken as a trustee in order to make themselves aware of any relevant audit information and lo establish that the charity's auditor is aware of that information. The trustees confi'rm that there is no relevant information that they know of and of which they know the auditor is unaware. 13. Reappointment of auditor Given the 3 year standing relationship with the current auditor and rising costs of audit services. trustees will seek to re-tender during 202410 ensure Ihe greatest levels of robustness and value are provided moving forward. Approved by ihe Irustees of the Charity on Ihe 29th October 2024 and signed on their behalf by- Fiona McNair Treasurerrrrustee 18

CITIZENS ADVICE MANCHESTER STATEMENT OF TRUSTEES RESPONSIBILITIES FOR THE YEAR ENDED 31 MARCH 2024 The trustees, who are also the directors of Citizens Advice Manchesler for the purpose of company law, are responsible for preparing the Trustees Report and the financial ststements in accordance with applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practice). Cornpany Law requires the trustees to prepare financial statements for each financial year which give a INe and fair view of the slate of affairs of the charity and of the incoming resources and application of resources, induding the income and expenditure, of the charitsble company for that year. In preparing these financial slatements, the trustees are required to: select suitable accounting policies and then apply them consistently; - obsenfe the methods and principles in the Charities SORP. - make judgements and estimates that are reasonable and pNdent; and prepare the financial statements on the going concern basis unless it is inappropriate to presume that the Charity will continue in operation. The trustees are responsible for keeping adequate accounting records that disclose reasonable ac¢ura¢y at any time the financial posrtion of the charity and enable them to ensure that the financial statements comply with the Companies Act 2006. They are also responsible for safeguarding the assets of the charity and hence for tsking reasonable steps for the prevention and detection of fraud and other irregularttses. 19-

CITIZENS ADVICE MANCHESTER INDEPENDENT AUDITOR'S REPORT TO THE MEMBERS OF CITIZENS ADVICE MANCHESTER Opinion We have audited the financial ststements of Citizens Advice Manchester (the 'charity') for the year ended 31 March 2024 which comprise the statement of financial aclivities, the statement of financial position, the statement of cash flow3 and notes to the financial statements, induding significant accounting policies. The financial reporting framework that has been applied in their preparation is applicable law and United Kingdom Accounting Standards, including Financial Reporting Standard 102 The Financial Reporting Standard applicable in the UK and Republic of Ireland (United Kingdom Generally Accepted Accounting Pra¢ti¢e). In our opinion, the financial statements.. give a true and fair view of the stats of the charitable companls affairs as at 31 March 2024 and of its incoming resources and application of resources, including its income and expenditure, for the year Ihen ended,. have been properly prepared in accordance with United lQngdom Generally Accepted Accounting Practice; and have been prepared in accordance viith the requirements of the Companies Act 2006. Basis for opinion We conduded our audit in accordance with International Stsndards on Auditing (UK) (ISAS (UK)) and applicable law. Our responsibilities under those standards are further described in the Auditors r8sponsibilities for the audit of the financial statements secticn of our report. We are independent of the charity in accordance wth the ethical requirements that are relevant to our audit of the financial statements in the UK, including the FRC'S Ethical Stsndard, and we have fulfilled our other ethical responsibilities in accordance these requirements. We believe that the audit evidence we have obtsined is sufficient and appropriate to provide a basis for our opinion. Conclusions relating to going concem In auditing the financial statements, we have concluded that Ihe twstees use of the going concern basis of accounting in the preparation of the financial statements is appropriate. Based on the work we have performed, we have not identified any material uncertainties relating to events or conditions that, individually or collectively, may cast signifi¢ant doubt on the charity's ability to continue as a going concern for a period of at least twelve months from when the financial statements are authorised for issue. Our responsibilities and the responsibilth'es of the twstees with respect to going concern are described in the relevant sections of this report. Other infomiation The other information comprises the infomation induded in the annual report other than the financial Statements and our auditor's report thereon. The trustees are responsible for the other information contained within the annual report. Our opinion on the financial statements does not ¢over the other information and, except to the exlenl othepNise expli¢ily stated in our report, we do not express any form of assurance conclusion thereon. Our responsibility is to read the other information and, in doing so, consider vthether the other information is materially inconsistent with the financial statements or our knowledge obtained in the course ofthe audit, or Othe￿iSe appears to be materially misstated. If we identify such material inconsistencies or apparent material misstatements, we are required to determine whether this gives rise to a material misstatement in the financial statements themselves. If, based on the work we have performed, we conclude that there is a material misstatement of this other information, we are required to report that fact. We have nothing to report in this regard. Opinions on other matters prescribed by the Companies Act 2006 In our opinion, based on the work undertaken in the course of our audit,. the information given in the trustees report for the financial year for which the financial statements are prepared, which includes the directors, report prepared for the purposes of company law, is consistent with the financial statements,, and the directors, report included within the trustees report has been prepared in accordance with applicable legal requirements.

CITIZENS ADVICE MANCHESTER INDEPENDENT AUDITOR'S REPORT (CONTINUED) TO THE MEMBERS OF CITIZENS ADVICE MANCHESTER Matters on which we are required to report by exception In the light of the knowledge and understanding of the charity and its environment obtsined in the course of the audit, we have not identified material misststèments in the directors, report included b¥ithin the trustees report. Vve have nothing to report in respect of the following matters in relation to which the Companies A¢t 2006 requires us to report to you if, in our opinion: adequate accounting records have not been kept, or retums adequate for our audit have not been received from branches not visited by us; or the financial ststements are not in agreement with the accounting records and retums. or certain disclosures of trustees. remuneration specified by law are not made; or we have not received all the information and explanations we require for our audtt" or the trustees were not entitled to prepare the financial ststements in a¢¢ordan¢e with the small companies regime and take advantage of the small ￿MpanIeS. exemptions in preparing the trustees report and from the requirement to prepare a strategic report. Responsibilities of trustses As explained more fjjlly in the statement of trustees responsibilities, the trustees, are afso the directors of the charity for the purpose of company law, are responsible for the preparation of the financial statements and for being satisfied Ihat they gNe a true and fair view, and for such internal control as the trustees determine is necessary to enable the preparation of financial statements that are free from material missLglement, whether due to fraud or error. In preparing the financial statements, the trustees are responsible for assessing the charity's ability to continue as a going ¢oncern, disclosing. as applicable, matters related to going concern and using the going concem basis of a¢counting unless the trustees eitt)er intend to liquidate the charitable Company or to cease operations, or have no realislic altemative but to do so. Auditorfs responsibilities forthe audit of the financial statements Our objectives are to obtain reasonable assurance about ￿ether the financial statements as a whole are free from material misstatement, whether due to fraud or error, and to issue an auditor's report that indudes our opinion. Reasonable assurance is a high level of assurance but is not a guarantee thal an audit Conducted in accordance with ISAS (UK) will aknys detect a material misstatement ththen it exists. Misstatements can arise from fraud or error and are considered material if, individually or in the aggregale, they could reasonably be expected to influence the economi¢ dècisions of users taken on the basis of these fjnancial stalèments. A ￿rther description of our responsibilities is available on the Financial Reporting Council's website at: ht￿S..1/ W￿.fr¢.Org.uk1audltorsreSpoTrslb1lltle$. This description forms part of our auditor's report. 21

CITIZENS ADVICE MANCHESTER INDEPENDENT AUDITOR'S REPORT (CONTINUED) TO THE MEMBERS OF CITIZENS ADVICE MANCHESTER Extent to which the audit was considered capable of detecting irregularities, including fraud I￿egularitieS, including fraud, are instsnces of non-compliance with laws and regulations. Vve design procedures in line with our responsibilities, outlined above and on the Financial Reporting Council's website, to detect material misstatements in respect of irregularities. including fraud. We obtain and update our understanding of the entity, its activities, its control environment, and likely fuiuie developments, including in relation to the legal and regulatory framework applicable and how the enlity is complying with that framework. Based on this understanding, we idenlify and assess the risks of material misstatsment of the financial ststements, whether due to fraud or e￿or. design and perform audit procedures responsive lo those risks, and obtain audit evidence that is sufficient and appropriate to provide a basis for our opinion. This includes consideration of the risk of acts by the entity Ihat were contrary to applicable laws and regulalions, induding fraud. We identified the following applicable laws and regulations as tt)ose most likely to have a material impact on the financial statements: Health and Safety" employment law (including the Vdorknng fime Directive)" and compliance with both the UK Companies Act and Charities Act. n response to the risk of irregularities and non-compliance with laws and regulations, including fraud, we designed procedures ￿thIch included.. Enquiry of management and those charged wth govemance around adual and polential lit'gation and claims as well as actual, suspected and alleged fraud. Reviewing minutes of meetings of those charged wth governan¢e' Assessing the extent of compliance with the law5 and regulations considered to have a direct material effect on the financial statements or the operations of the entity through enquiry and inspection. Reviewing financial statement disclosures and testing to supporting documentation to assess compliance with applicable laws and regulats'ons," Performing audit work over the risk of management bias and override of Controls. including testing of journal entries and other adjustments for appropriateness, evaluating the business rationale of significant transactions outside the normal course of business and reviewing accounting estimates for indicators of potential bias. Because of the inherent limitations of an audit. there is a risk that we wll not detect all itregularities. induding those leading to a matetial misstatement in the financial statements or non-compliance with regulation. This risk increases the more thal compliance ￿1th a law or regulation is removed from Ihe evenls and transactions reflected in the ￿nanCIal ststements. as V￿ will be less likely to become aware of instsnces of non-compliance. The risk of not detecting a material misststement resulting from fraud is higher than for one resutting from error, as fraud may involve collusion. forgery, intentional omissions. misrepresentstions, or the override of intemal control. Use of our report This report is made solely to the charitable company's members, as a body. in accordance ￿1th Chapter 3 of Part 16 of the Companies Act 2006. Our audit work has been undertaken so that we might stste to the charitsble company's members those matters we are required to stste to them in an auditor's report and for no other purpose. To the Ilesl extent permitted by law, we do not accept or assume responsibility to anyone other than the ¢haritsble Company and the tharitable company's members as a body, for our audit work. for this report, or for the opinions we have formed. 22-

CITIZENS ADVICE MANCHESTER INDEPENDENT AUDITOR'S REPORT (CONTINUED) TOTHE BERS OF CITIZENS ADVICE MANCHESTER Simon B wn AA DC ststutory Auditor) for and on behalf of Azets Audit Services Chartered Accountsnts statulory Auditor Bulman House Regent Centre Gosforth Newcaslle upon Tyne NE3 3LS 23-

CITIZENS ADVICE MANCHESTER STATEMENT OF FINANCIAL ACTIVITIES INCLUDING INCOME AND EXPENDITURE ACCOUNT FOR THE YEAR ENDED 31 MARCH 2024 Current financial year Unrestricted Restricted funds funds 2024 2024 Total Total 2024 2023 Notes Income and endowments from: Donations and legacies Charitable activities Investments Other income 50 5,089.097 2,878,232 38.454 3.121 50 7,967,329 38,454 3.121 92 5,759,586 25,073 7,512 Total income 5.130.722 2,878,232 8,008,954 5,792,263 diture on: Charitable activities 4,725,270 2,800,198 7,525,468 5,627,124 Net gainsl(losses) on investments 10 78,505 78,505 (43,765) Net incoming resources before transfers 483,957 78,034 561.991 121,374 Gross transfers belween funds 70,981 (70,981) Net income for the yearl Net inGorning resources 554,938 7,053 561,991 121,374 Other recognised gains and losses Actuarial (loss)Igain on defined benefit pension schemes 9.000 Net movement in funds 554,938 7,053 561,991 130,374 Fund balances at 1 April 2023 2,761,056 322,790 3,083,846 2,953.472 Fund balances at 31 March 2024 3,315.994 329,843 3,645,837 3,083,846 The statement of financial activitses includes all gains and losses recognised in the year. Al income and expenditure derive from continuing adivities. The statement of financial aclivities also complies ￿ the requirements for an income and expenditijre account under the Companies Act 2006. -24-

CITIZENS ADVICE MANCHESTER STATEMENT OF FINANCIALACTIVITIES (CONTINUED) INCLUDING INCOME AND EXPENDITURE ACCOUNT FOR THE YEAR ENDED 31 MARCH 2024 Prior financial year Unresliicted Restricted funds funds 2023 2023 Total 2023 Notes Income and endowments from: Donations and legacies Charitable activities Investments Other income 92 2.322,942 25,073 7,512 92 3,436,644 5,759,586 25,073 7.512 Total income 2,355,619 3,436,644 5,792,263 Ex enditure on: Charitable adivities 2,250,995 3,376,129 5,627,124 Net gainsl(losses) on investments 10 (43,765) (43,765) Net incoming resources before transfers 60,859 60,515 121,374 Gross transfers between funds 127,473 (127,473) Net income for the yearl Net incoming resources 188,332 (66,958) 121,374 Other recognised gains and losses Actuarial (lossygain on defined benefjt pension schemes 9,000 9,000 Net movewmt in funds 197,332 (66,958) 130,374 Fund balances at 1 April 2022 2,563,724 389,748 2.953,472 Fund balances at 31 March 2023 2,761,056 322,790 3,083,846 -25-

CITIZENS ADVICE MANCHESTER STATEMENT OF FINANCIAL POSITION ASAT31 MARCH 2024 2024 2023 Fixed assets Tangible assets Investments 12 13 22,146 665,630 27,603 587,125 687,776 614,728 Current assets Debtors Cash at bank and in hand 14 2,366,925 2,298.244 838,706 2,111.807 4,665,169 2,950,513 Creditors: amounts falling due within one year (1,707,108) {481,395) Net Current assets 2,958,061 2.469,118 Total assets less current liabililies 3,645.837 3,083,846 Income fund5 Restricted fvnds nrestricted fvnds - Designated ftinds General unrestricted funds 17 329,843 322,790 ne 18 864,708 2,451.286 1,122,692 1,638,364 3,315,994 2,761,056 3.645,837 3,083,846 291(o/L The financial statements were approved by the Trustees on . Fiona McNair, Treasurer Trustse Company registration number 02697267 -26-

CITIZENS ADVICE MANCHESTER STATEMENT OF CASH FLOWS FOR THE YEAR ENDED 31 MARCH 2024 2024 2023 Cash flows from operaling activities Cash generated from operations 23 155,935 22,508 Investing activities Purchase of tangible fixed assets F>urchase of investments Proceeds from disposal of investments Investment income received (2,166) (83,746) 77,960 38,454 (34,504) (174,457) 164,527 25,073 Net cash generated froml(used in) investing activities 30,502 (19,361) Net cash used in financing activities Net increase in cash and cash equivalents 186.437 3,147 Cash and cash equivalents at beginning of year 2,111.807 2,108,660 Cash and cash equivalents at end of year 2,298,244 2,111,807 -27-

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 Accounting policies Charity infomiation Citizens Advice Manchester is a private company limited by guarantee incorporated in England and Wales. The registered office is Albert House, 17 Bloom Street. Manchester, Greater Manchester. M13HZ. 1.1 Accounting convention The financial ststements have been prepared in accordance with Ihe charitys goveming document, the Conpanies Act 2006, FRS 102 Yhe Financial Reporttng Standard applicable in the UK and Republic of Ireland. (°FRS 1027 and the Charities SORP "Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their accounts in accordance thryth the Financial Reporting Standard applicable in the UK and Republic of Ireland {FRS 102)" (effective 1 January 2019). The harity is a Public Benefft Entity as defjned by FRS 102. The fjnanaal statements are prepared in sterling, which is the functional currency of the tharity. Monetary amounts in these financial statements are rounded to the nearest £. The financial statements have been prepared under the historical Cost convention, unless otherwise stated in the relevant accounting policies. The princ4pal a¢counting policies adopled are set out below. 1.2 Going concem At the time of approving the financial statements, the truslees have a reasonable expectation that the charity has adequate resources to continue in operational existence for the foreseeable ￿ture. Thus the trustees continue to adopt the going concem basis of accounting in preparing Ihe financial statements. 1 J Charitsble funds Unrestrictsd fvnds are available for use at the discretion of the trustees in furtherance of their charitable objeclives. Designated fijnds Gomprise funds Ylhich have been set aside at the discretion of the trustees for specific purposes. The purposes and uses of the designated funds are set out in the notes to the fjnancial statements. Reslricted funds are subjeGt to specafjc conditions by donors as to how they may be used. The purposes and uses of the restFiCted funds are set out in the notes to the financial ststements. 1.4 Income Income is recognised ￿en the charity is legally enltued to it after any performance conditions have been met. the amounts can be measured reliably, and it is probable that income will be received. Cash donations are recognised on re¢eipt. other dona*ons are recognised once the charity has been notifjed of the donation, unless performance conditions require deferral of the amount. Income tsx recoverable in relation to donations received under GiftAid or deeds of covenant is recognised at the time of the donation. Investment income Dividends are recognised once the dividend has been declared and notification has been received of the dividend due. -28-

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 Accounting policies (Continued) 1.5 Expenditure Expenditure is recognised once there is a legal or constructive obligation to transfer economic benefit to a third party, it is probable that a transfer of economic benefjts will be required in settfement, and the amount of the obligation Can be measured reliably. Expendi￿re is classified by activty. The costs of each aGtivty are made up of the total of direct costs and shared costs, induding support costs involved in undertaking each activity- Diiect costs attributable to a single aclivity are allocated directly to that activty. Shared costs which contribute to more than one activity and support costs which are not attributable to a single activity are apportioned be￿een those activities on a basis consistent with the use of resources. Central staff costs are allocated on the basis of time spent. and depreciation charges are allocated on the porlion of the asset's use. 1.6 Tangible r￿ed assets Tangible fixed assets costing £2,000 or more are initially measured at cost and subsequently measured at cost, net of depreciation and any impairment losses. Depreciation is re¢ognised so as to ￿[te off the cost or valuation of assets less their residual values over their useful lives on the following bases- Furniture and equipment Conyuters Motor vehicles 100/0 to 33 % straight line 330/0 straight line 20 /0 Straight line The gain or loss arising on the disposal of an atAet is determined as the difference bet￿een the sale proceeds and the Carrying value of the asset, and is recognised in the statement of financial activities. 1.7 Fixed asset investments Fixed asset investments, other than programme related investments, are included at market value at the balance sheet date. Realised gains and losses on investments are calculated as the difference between sales proceeds and their market value at the start of the year, or their subsequent cost, and are charged or credited to the Statement of Financial Activities in the period of disposal. Unrealised gains and losses represent Ihe movement in market values during the year and are credited or harged to the Statement of Financial Activities based on the market value at the year end. 1.8 ImpaimRnt of fixed assets At each reporting end date, the charity reviews the carying amounts of its tangible assets to determine whether there is any indication that those assets have suffered an impairment loss. If any such indicalion exists, the recoverable amount of the asset is estimated in order to determine the extent of the impairment loss (if any), 1.9 Cash and cash equivalents Cash and cash equivalents include cash in hand. deposits held at call with banks and other short-term liquid investments with original maturities of three months or less. -29-

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 Accounting policies (Continued 1.10 Financial instruments The charity has elected to apply the provisions of Section 11 'Basic Financial Instruments, and Sedion 12 'Other Financial Instruments Issues, of FRS 102 to all of its financial inslruments. Financial instruments are re¢ognised in the tharity's balance sheet then the charty becomes party to the cOntrac￿al provisions of the instrument. Financial assets and liabilities are offset, with Ihe net amounts presenled in the fjnancial stalements, ￿en there is a legally enforceable right to sel off the recognised amounts and there is an intention to settle on a net basis or to realise the asset and settle the liability simultsneously. Basic financial assets Basic ffinan¢ial assets, which indude debtors and ¢ash and bank balances, are initially measured at tranSa￿lon price including transaction costs and are subsequently carried at amortised cost using the effective interest method unless the arrangement conslitules a fjnancing transaction, where the transaction is measured at the present value of the fjjture receipts discounted at a market rate of interest. Financial assets classiffied as receivable within one year are not amortised. Basic financial Ilabilities Basic ffinancial liabilities, including creditors and bank loans are initially recognised at transaction price unless the arrangement constibjtes a financing transadion, where the debt instrument is measured at the present value of the fvture payments discounted at a market rate of interest. Financial liabilities classified as payable thin one year are not amortised. Debt instruments are subsequently carried at amortised cost, using the effective interest rate method. Trade creditors are obligations to pay for goods or services that have been acquired in the ordinary course of operations from suppliers. An￿Unts payable are classifjed as current liabilities if payment is due within one year or less. If nol, they are presented as non-current liabilities. Trade creditors are recognised initially at Iransaction price and subsequently measured at amortised Cost using the effective interest method. Derecognition of finanelal liabilities Financial liabililies are derecognised when the charity's contractual obligations expire or are discharged or cancelled. 1.11 Taxation The charity is considered lo pass the tests set out in Paragraph 1 Schedule 6 of the Finance Act 2010 and therefore it meets the definition of a charitable company for UK corporalion tax purposes. Accordingly, the charity is potentially exempt from taxation in respect of income or Capital gains received within categories covered by Chapter 3 Part 11 of the Corporation Tax Act 2010 or Section 256 of the Taxation of Chargeable Gains Act 1992, to the extent that such income or gains are applied exdusively lo charitable purposes. 1.12 Employee benefrts The cost of any unused holiday entitlement is re¢ognised in the period in thich the employee's services are received. Termination beneffts are re¢ognised immedialely as an expense when the tharity is demonstrably committed to terminate the employment of an employee or to provide temiination benefits. 1.13 Rel1￿Ment benefits Payments to defjned contribution retirement benefft schemes are charged as an expense as they fall due. 30-

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 Donations and legacie5 Unrestricted Unrestricted funds funds general general 2024 2023 Donations and gifts 50 92 Charitable activities Income fromlncome from charitable charitable activities activities 2024 2023 Services provided under contract 7,967.329 5,759,586 Analysis by fund Unrestricted funds - general Restricted knnds 5,089,097 2.322,942 2,878,232 3,436,644 7.967,329 5,759,586 31

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 Charitable aGtivities (Continued) Unrestricted Funds Restricted Total 2024 Total 2023 funds Citizens Advice - Consumer setvice Citizens Advice - Energy projects Cilizens advice - MAS Contact Genlre Cilizens Advice- MAPS F2F Citizens Advice- MAPS helpline Citizens Advice- MAPS national hub Citizens Advice- MAPS national debtline Citizens Advice- Help to Claim Citizens Advice - Pensionwse Citizens Advice- Scams Good Things Foundation Manchester Cty Council HoLFsehold Support Fund MCC- Vulnerable Renters Phamiacy Support Cooperative Bank Oddfellows Trauma Support Electricity North West TDS Foundation Be Well A(fvisorflow Trading Legal L4A Certificated work qA Housing Kickstart Step Hate crime YBS Day One Trauma Support Cadent Smart energy Spot purchase Bureau- other incomelfunding Debt Modemisation COL Core MFT Hospital project Probation Service Trussell Trust Co-op BGET Post Office 1,121,541 1,121,541 25,620 1,212,547 34.220 696,229 395.914 282,365 239,336 20,618 204.760 357,798 17,031 2,820 960,000 275,400 25,620 404,805 404.805 552 1,365,883 559,185 194.539 376,332 552 1,365,883 559.185 194.539 376,332 960.000 960,000 350,000 350,000 34,467 34,467 33,299 49.961 91,087 78,155 243,539 93,820 79,488 875,992 93,820 79,488 875,992 5,000 98,482 3,090 24,559 7.502 58,013 5,000 98,482 3,090 24,559 7,502 58,013 98,482 16,750 6.821 49.117 5,670 18,821 500 9,000 17,625 324,307 9,398 12,649 33,009 12,206 12,206 757,657 757,657 23,892 58,730 23,892 58,730 15,947 166,667 28,750 27,198 153,333 49,960 34,119 15,947 166,667 28,750 27,198 153,333 49.960 34.119 Total 5 089 097 2 878 232 7 967 329 5 759 586 -32-

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 Investments Unrestricled Unrestricted funds funds general general 2024 2023 Income from listed investments Interest receivable 9.931 15,142 38,454 38,454 25,073 Other income Unrestricted Unrestricted funds funds general general 2024 2023 Other income 3,121 7,512 Other income in the period includes disbursements re-irnbursed and other miscellaneous income, Charitable activilies Charitsble Charitable activities activities 2024 2023 Staff costs 5.229.834 3,848.935 Share of support costs (see note 7) Share of governance costB (see nole 7) 2.271,117 1.748.204 24,517 29,985 7,525,468 5,627,124 Analysis by fund Unrestricted funds- general Restricted funds 4,725,270 2,250,995 2,800,198 3,376,129 7,525,468 5,627,124 -33-

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 Support costs Support Govemance costs 2024 Support Govemance costs 2023 Depreciation Administration costs Premises costs including depreciation Other support Costs 7,623 262,115 7,623 262,115 7.364 246,643 246.643 318,615 1,682,764 318.615 1,682,764 295,800 1,198,397 295,800 1.198,397 Audit fees Legal and professional Other governance costs 12.184 12,150 183 12,184 12,150 183 8,596 21.389 8,596 21,389 2,271,117 24,517 2,295,634 1,748,204 29,985 1,778,189 Analysed between Charitsble activities 2,271,117 24,517 2,295,634 1,748,204 29,985 1,778,189 Trustees None of the trustees {01 any persons connected with them) received any remuneralion during the year, but 1 of them were reimbursed a total of £182.75 travelling expenses. 2023 no trustees have received any reimbursed expenses or any other benefits from the charty during the year. Employees The average monthly number of employees during the year was.. 2024 Number 2023 Number Senior Management Operational Management A(fvice and Advocacy Admin and support 18 155 14 114 Total 185 140 Employment Costs 2024 2023 Wages and salaries Social security costs Other pension costs 4,649,415 420,332 160,087 3,420,476 321,676 106,783 5,229,834 3,848,935

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 Employees {Continued) The number of employees ￿Ose annual remuneration Wds more than £60,000 is as follows- 2024 Number 2023 Number £70,001 to £80,000 £80,001 to £90,000 10 Net gainsl(losses) on inve5tw￿ts Unrestricted Unrestricted funds funds general general 2024 2023 Gainl(loss) on sale of investments 78,505 (43,765) 11 Taxation The tharity is exempt from tsx on income and gains falling within sectron 505 of the Taxes Act 1988 or section 252 of the Taxationof Chargeable Gains Act 1992 to the extent that these arè applied to rts charitable objects. 12 Tangible fixed assets Furniture and equipment Computèrs Motw vehicles Total Cost At 1 April 2023 Additions 13,600 34,504 48.104 2,166 2.166 At 31 March 2024 13,600 2,166 34.504 50.270 Depreciation and Impalm￿nt At 1 April 2023 Depreciation charged in the year 13,600 6,901 6,901 20,501 7,623 722 At 31 March 2024 13.600 722 13,802 28.124 Carrying amount At 31 Mard] 2024 1,444 20,702 22.146 At 31 March 2023 27,603 27,603 -35-

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 13 Fixed asset investments Listed investments Cost or valuation At 1 April 2023 Additions Valuation changes Disposals 587,125 83,746 72,719 {77,960) At 31 March 2024 665,630 Carrying aTnount At 31 Marth 2024 665,630 At 31 March 2023 587,125 Fixed asset investments revalued The historical cost of Ihe investments at the balance sheet date was £549,129 (2023: £559,852). At the year end the following investments represented more than 5% of the tolal value of the investment portfolio.. Alianz UK & European Investment Funds £43,582 Vanguarg Inveslments £38,256 Blackrock Fund Managers £93,680 Schroder Intemational Selection £57,376 14 Debtors 2024 2023 Amounts falling due within one year. Trade debtors Other debtors Prepayments and accrued income 2.214,601 27,128 125,196 622,810 63,347 152.549 2,366,925 838,706

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 15 Creditors: amounts falling due within one year 2024 2023 Notes Other taxation and social security Deferred income Trade creditors Other creditors Accruals and deferred income 1,014,969 24.980 601,158 52,702 13.299 218,002 24,980 53,894 137,912 46.607 16 1,707,108 481,395 16 Deferred income 2024 2023 Other deferred income 24,980 24,980 Deferred income is included in the financial statements as follovB: 2024 2023 Defe￿ed income is included ￿rythin. Current liabilities 24,980 24,980 Movements in the year: Deferred income at 1 April 2023 Released from previous periods Resources deferred in the year 24,980 29,480 {29,480) 24,980 Deferred income at 31 March 2024 24,980 24,980 -37-

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CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 18 Designated funds The income funds of the charity include the following designated fvnds which have been set aside out of unrestricted funds by the trustees for specific purposes: Balance al 1 Aprtl 2022 Resource5 expended Transfers Balance at 1 Arrtll 2023 Resources expended Transfers Balance at 31 March 2024 Designaled 1,509,542 (8,071) (378,779) 1,122,692 (11,865) (246,119) 864,708 1,509,542 (8,071) (378,779) 1,122,692 (11,865) (246,119) 864,708 The specific purposes for which the funds are to be applied are as follow6: Designated Fund The Trustee Board recognises, plans for and designates specific unrestricted funds for the following purposes and objecb'ves which are expected to be expended by April 2024: • Premises Strategy- securing a 5110 year location that fully meets the needs of our staffhiolunteers and service users now and in the future. •Continuous improvement initiatives such as sourcing integrated HR & Finance back-office systems to maximize efficiency and Ihe restructuring of our IT & data capability to better support gro￿ and decision making. 19 Analysis of net assets between funds Unrestricted Restricted funds funds 2024 2024 Total Unrestricted Restricted funds funds 2023 2023 Total 2024 2023 Fund balances at 31 March 2024 are represènted by: Tangible assets Investments Current assetsl(liabilities) 22,146 665,630 2,628,218 22.146 665,630 329.843 2,958,061 27,603 587,125 2.146,328 27,603 587,125 2,469,118 322.790 3.315,994 329,843 3.645,837 2,761,056 322,790 3.083.846 20 Financial commitmentsi guarantees and contingenl liabilitie5 Pension commitments The charity operates a defined contribution pension scheme. The pension cost tharge for the year represents contributions payable by the scheme and amounted lo £160,087 (2023: £106,783). There were no amounts outstsnding at the year end (2023: £nil). -42-

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 21 Operating lease commitments At the reporting end date the charity had outstanding commitments foi ftjture minimum lease payments under non-cancellable operating leases, which fall due as follows: 2024 2023 thin one year Between Iwo and fve years 225,913 479,478 159,692 4,911 705,391 164,603 22 Related party transactions Remuneration of key management personnel The remuneration of key management personnel is as follo￿￿. 2024 2023 Aggregate compensation 408,610 295,741 Transactions with related parties During the year the charty entered into the following transactions Vlith related parties: Advisofflow Advisorfow Ltd is related to the charity by vithe of a member of key management being a director of the company. The charity incurred Costs of £3,600 {2023: £17,153). AMC AMC Limited is related to the tharty by virtue of a member of key management being a director of the company. The charity incurred costs of £5,000 (2023: £Nil). The amount owed at the year end was £5,000. Greater Manchester Citizens Advice Citizens Advice Greater Manchester Limited is related to the charity by virtue of a member of key management being a director of the company. The charrty reGeived income of £47,356 (2023: £60.141) and was owed £nil (2023.- £4,217) at the year end.The charity also incurred Costs of £7,854 {2023: £6,898) and owed £nil {2023.' £6,898) atthe year end. -43-

CITIZENS ADVICE MANCHESTER NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 23 Cash generated from operations 2024 2023 Surplus for the year 561,991 121,374 Adjustments for.. Investment income recognised in stalement of financial aclivities (Gain)Iloss on disposal of investments Depreciation and impairment of tsngible fixed assets (38.454) (72,719) 7,623 (25.073) 43,765 7,363 Movements in working capital.. (Increase) in debtors Inciease in creditors (Deuease) in deferred income (1.528,219) 1,225,713 (284,221) 163,800 (4.500) Cash generated from operations 155,935 22.508 24 Analysis of changes in net funds The charity had no debt during the year.