2024-03-31-accounts

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Cornpany registration nurnber.. 02697436 Charity registralion number.. 1010421 Plymouth Citizens Advice Bureaux IA company lirnitefj by guaranteel Annual Report and Financial Slalements for the Year Ended 31 March 2024

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Contents Trust8es' Report 1 to 15 Reference and Administralive Details Statement of Trustees. Responsibilities 16 Independent Auditorfs Report 17to20 statement of Finanual Acts'vit*s 21 Stalement ol FinanrAal Acts'vities 22 Balance Sheel 23 Statement of Cash Flows 24 Notes to the Financial Statements 251047

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report Reference and Administrative Details Chl*f Exeeullve Offlc8r Ms E Handley Trnstees Mr C E Mottram rfreasurerl Mr G Jones Mr P Matthews Ilnterim Chairl Mr K Miller Mr R Baker Ms E Edwards-smlth Mr J Gane M5 G Saunders Mr J Wollerton Charlty Registration Number 1010421 Company RegSstratlon Number 02697436 Tbe CharSly is Incorporated in England and Wales. Page 1

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report Reference and Administrative Details Prln¢lpal Office 3Td Floor Cobourg House 32 Mayflower Street Plymouth Devon PL1 1QX PKF Fr8ncis Clark Melvi11e Building East Unil 18, 23 Royal William Yard Plyrnoulh Devon PL1 3GW Unity Trust Bank PIC Nine Brindley Place Birmingham B1 2HB Audltor Bankers Page 2

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees. Report The Truste8s present their report and accoitnts for the year en¢Jed 31st March 2024. The accounts h8V8 b8en prepar8d in accordance with the accounting policI8s set out In not8 1 to the accounts and comply with the charitsble ¢ornpany's Memorandum and Articles of Association. the Companies Act 2006, the Charilies Act 2011 and the Slatefflenl of RecornTnended Practice.. Accounting and Reportino by Charities. applicable to charities p￿parIng their accounts In ac¢ordarice with the Finan¢ial Reporting Standard applicable in the UK and Republic of Ireland IFRS1021 leffectiV8 1 January 20191. Plymouth Citiz8ll5 Advice Bureaux is the name lomially reglstered at Companles Hou58. Operationally il is refgrred to as Cib'z8n$ Advi¢e Plyrnouth. Aims. ObjectlV85 and Actlvltlg5 Our vision is to be a p051tive and err5POW8ring organisatvjn. working and supporting client5 in local and regional Communities, to make informed choices and b8lter th8ir lives. Objects The Charity's object5 are lo promote, but without limitation, for thè b8n8fit of th8 comrnunity in Plymouth and ils surrounding areas. . the advancement of edu¢ation'. the protection and presetvatyon ol health and the relief of wverty, sickness and distress., the advancement of human righis, conflict resolution 8nd equality and diversity., and the support of those disadvantaged by age, ill-heallh. disability or financial hardship. A¢tlvltle$ Citizens Advice Plymouth Vl$lon To be a positive and emptswering organisation. that works in local and regional communities, supporting clients lo make inforrn8d choices and better their lives. We have a dear sel of organisational aim5. These allow us to provide the advi￿ and support people need lor the problems they face and work toward5 changing policies and practices that aff8Ct people's Alms The service aims.. . To provide the advic8 people noed for the problems they face To Improve the policies and practices that affect people'5 lives Principles Citizens Advice PIyfnOUth provides free, Indepèndent, confidentlal and impartSal ad￿ce to èveryone on their rights and responsibilities. Independen¢e We offer impartial advice to all cli8nis and take up any i5SU8 Wrth the appropriat8 authority on behalf of individuals or group5. Impartlallty The service provided by Citizens Advice Plymouth is impartial. 11 is open lo everybocly. irrespective of bility. age. gender, gender identity, race, Teligion or belief, s8xua5 orientation and social or economic 5talu5. Advice and help will be given on any subject without any preconceived atlilude on the part of the organisation. Pagt 3

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report Free Citizens Adwce Plymouth seNces are provided fr88 to cli8nts at th8 poinl of delivery. We ar8 responsible for operating within the principle5 of the seNi¢e and protecting the Citizen5 Advice brand. Confidentiality Citizens Advice Plyrno￿h offers confidentiality lo clients. Nothing leamed from our ¢lienls. including the fac15 of their visits. will be passed on to anyone oulsiiye the service wilhoul their express pemission. WHO WE ARE Our staff, volunte8rs and Trusle8s all op8r8te within tha values ol Cilizens Advice and th8 culture that everyone 15 part ol creating. Our behaviour frarnework and Equality Diversity and Inclu510n IEDII slralegy is fully integrated into everything we do. This reflects how we support Clients and the comrnunilies they live In. 11 also ￿ne¢1$ how we work with our funders an(J stakeholders. Our Values Responsible. We're inforrn8d and honest Generous" We're Compassionate and collaborative Inventive.. we'￿ problem-solving and forward-thinktng Equallty Dlv•rslty and Incluslon Al Citizen5 Advice Plyrllouth we pride ourselves in upholding our aims. pnnciples and valu8s a5 expressed in our Strategic Plan. Equality, diversity and inclusion is written into our DNA.. bul we need to do rnore and as we aspire to go beyond our legal compliance under the Equality Act, we recognise that we will always be working hard. striving for excellence within our delivery plans. Through our EDI strategy. we will 8tnb8d a culture of inclu5$0n thal incorporates a11 aspects ol our activity and business. Public Benefit The Trusle&s confirm that they hav8 complied with the duly of the Charities Act 2011 to have due regard lo the Charity Comtnission for England and Wales'5 general guidance on public benefit in exercising their power or duties. They have refe￿d to this guidance when reviewving thè Bureau'5 aim5 and objectives and in planning its future activities. Maln ￿tIVItIeS Current Services Citizens Advic8 Plymouth provides free 8dvice and infortnation to people in Plymokjth. We also provide this service at both a wional and national level because Df a number of contracts. Our clients come trom a variety of backgrounds, age groups, ethnicities and demographics. We deliver our service according lo the needs of the individual.. we strive to understand who our clients a￿, where they corne from. what i5SU85 they face and how we can best support them. Advie• Plymouth The Advice Plymouth contract e￿a￿eS u5 to support people in the City of Plymouth with quality advice and inlonralion that is free. confidentl81, impartial and appropriat8 to everyone's needs. The people who acc85S8d Advic8 Plyrnouth carne froTll diverso backgrounds and from alfflost every neighbourhood in the city. 01 Ihose who gave consent lor us to record, most people identified Iherns8lves as whit8 British l English. However. people from a broad range of ethnic backgrounds and nationalities sought advice from our service. Core Services To meet more demand acros5 th8 city we hav8 lak8n on the lea58 of th8 ground floor premises al Cobourg House and are starting lo develop an open door seTVlQ lor our dienls. This will enab￿ us to refer into our own services, including the debt la￿ to face IMAPS M8instream ¢onlracll. Page 4

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report Money Advice and Pen5ion$ Service IMAP51 The MAPS contract enables us to provide specialist money and debt advice for p8opl8 Struggling wlh their finances. People access the Service through a dedicated telephone service wilh sotne face to face appointrn8nts being offered from Cobourg Hous8. Pension Wi$• The Pension Wise service can be aceessed by anyone over the age of 55. Most people who accessed the Servi￿ in Plymouth and South DevDn were between the ages 0155-65 and identified themselves as White Bri115h. 57VA of people seen wer8 men and 42% were wom8n. 42Yo of clients slated they had a disability or a long-term health condition. Our Pension Wise team continues to promote th8 service as widely a5 P05sibl8 in order that ￿0p18 are awar8 of the fr&8 and impartsal inforrnalion and guidance available from this 5etvice. Clients a￿ then emwwered lo make inforrned decisions regarding their private or occup8tion81 pension when the lime com85 lo draw on Universal Credlt.. Help to Clalm The Help to Claim service can be accessed lor anyone within the uty of Plymouth who is looking io make a daim for Universal Credit. The project provides support over 8 5-week period, from an 81igibility ch8ck and making a daim right throu9h ulllil tho first paytnent Is r8c8ived. KKLF The KKLF project (Kay Kendall Leukaemia Fund) supports clients with blood and related cancers. The project is regional, covering both Cornwall arid Devon, providing a holistic cas8work service to clients in hospital or al home. Since starting in 2008 the project has 5UPPOrted ov8r 2000 Clients with over 14.000 issues and achieving over £8rnillion worth ol financial outcomes. Benefits continue to be the rnain enquiry area follow8d by Employment and D8bl. Our partnershlp with OVO Energy, EDF Energy. Bulb Energy and Ulillly Wa￿house lo support people struggling lo pay their energy bi115 rernains on8 of our key prioritie5. A5SiStin9 people identified as having vulnerability issues In th15 way provides us with an opportunity to provide holistic advice. We do this by addressing not only their energy concerns bul also by 8xploring and addressing other wiijer iSSU8s Ih8y rnay fa￿. We continue to monitor our elient profile5 on an annual basis, to ensur8 our comprehension ol clients on an individual and collective basis. Legal Advice Project Working with University Hous8 Legal Advice Centre. Belhnal Gr88n and Char18s Rus5811 Spe8chley we provide family and employment law advice lor Clients. We intend lo grow this service further lor the benefit of client5 by offering Pro Bono fac8 lo fac8 advic8 Using legally qualified volunteers and solicitors in the cAty. Volunteers We have seen a steady increase in our voWeer number&lhis year.J)¥er the year we have improved the support Ih81 we offer lo volun18er5 Ihroughoul th8 organi5alion and hav8 r8n8wed our Investing in Volunteers award. Page 5

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report Outcomes Achievements and performance In 202312024 we ach￿Ved a goodlexcellent score on the Perforrnance Quality Frarn8work.. This mean5 we are well govemed", have goodlexcellent strategic business planning, risk mana9etnenl (including having in pla￿ a full business continuity and recovery plan),. financial rnanagement., peop tnanag8rnent,' operation performance (which includes passport to the AQS standardl., partnership working". research and campaigns and equality leadership. The seNices we deliver are based around advice and information linked lo welfare benefits, debt. ernployrnent, consumer i5SU85, housing, finance. discrimination and broad8r finanaal problems. Clients access us through 4 key routes - by telephone. in person. or via webchat and email. We are known in the network as an organisation that leads and u585 ICT cr88tlV8ly and innovatwely lo deliver seNic&s lor our clients and other stakeholders. Our frtsnuine team5 are supported by our Research and Campaigns team that uses eVIden￿ ol dient experiences to challenge key Iw21 and national policy and decision rnak8rs. In 2023124 53.241 dien¢s contacted Citizgns Advic8 PIyTTTrouth with 429,852 issues. Achievements in 202312024 fW17.174 In(¢TheyinfLV pNso rMdotrA *4•S raimdby fvom rt5 WpEd P898 6

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report Key Stats Summary The following iable shows the number of dients the oryanisalion has dealt 149,917 with 3.324 anonymous clients, totalling 53,2411, 8long5id8 the i55ue51429.8521 that they had and the nurnbgr of aclivit18s that were cotnpleled in order lo deal with their case1134.2121. The outoornes show tha gains that we made for our dienls 1£6O.887.1741 with the value of debt written off1£8,023,7731 and repayments stheduled1£4.688,8951. The issues chart shows the number of enquiry issues we have b&8n dealing ￿th ov8r the year. wlh debt being the highest enquiry area1132,8331, followed by Benefits and Tax Credits166,7001, utilities and communications153.7441. then Finanrial services & capability148,0431. SUTr￿ary 49.917 lJilJJ 134312 4•MJ t4570 71.01$ OVA&Htsts)T Oulcornes I•TF3 {85%9511 Page 7

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report Profile Summary The following charts show the profile of our clients.. We dealt with more clients aged be￿een 55-69 14.6391. more female than male167%133%1 with 42% of our clients h8Vlng a disability or long terrn health probl8tn. 77% of our dients described themselves as vthiie. 7% Asian and 10% Black. Age 1>19 11147 2141 3426 3895 aw￿)17 8M9 11162 9￿94117 9>YJ 4 IC•>l01 1 1% 2% Y1> 4% 1% 7% 1% 9YJ 1N 11% 12% 13% G8nd8r Disability l Long-18mi health DS Ethnicity T7 LASI ￿￿•d Page 8

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report The following chart shows the range of channels that our dignts access our Services from vlth teleptrK)ne being the highest145%1. Our top benefit IS5U6s are - general benefit trntiuemènl 120,0701, with luel debts b6ing lh8 highest area debt enquiry issue150.9651. Channol Top b8n8fi1 issues DI 9%157¥ 51 IN]IY4 T￿ d8bt1881 •v*• s.yi WAWJ •Er Flnanclal r•vlew Citizens Advice Pl￿mouth has a good range of varying income streams and is not over reliant on any one source. Its larger income sources ar8 from EDF Energy and Utilit18s Warehous8 which are private 58Ctor funded activity lor debt and energy advice. with Help to Claim being a Citizens Advic8 commissioned contract via the DWP that 5UPPOrts people claiming Universal Credit across Devon and Corrwall. PI￿lOuth City Council Is our Ictal, publicly funded contract, which is delivered in a local partnership wilh Improving Lives Plymouth. All our contracts deliver within the aims and objeclwes Of th& org8nisation and each havè thair own cost cèntra and ar• recognised as èither r8Stricted or unreslric16d income. Citizens Advice Fyymoulh is recognised as one the largest Cityzens Advi￿ organisations in the UK and the largest in the South W8St ar8a of the UK, which is alk)ws us thg credilability, through significafjt skilled resources and gxpenence-to bKJ lor both cross County and National conlraus. Thl critical mass and continued growth of the Plymouth organisation enables us to invest in enhanced client activitie5 for local Plymouth elients. In this financial year we have invested in the creation of a 5tieel level Advice Centre within Cobourg House. Opened in January 2023 we have also Created a designated fund to support the &xp8nsion and ensure sustainability of this enhanced cli8nt 8¢cess In th8 year our incoma incr•asod to £5,677.138 baing £5,183,887 last year, wth corresponding expenditure increasing in the year to £5,634,485 this year compared with £4,981,445 last year. Page 9

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report Reserves Pollcy As part of the organisalion's approach to financi21 and risk rnanagement. the 8oard regularty monitors th8 financi81 position of the charity, its perforrnance against budg8t arid the level of fr88 and liquid unrestricted reserves held. In ¢al¢ulating 8 correct level of free ￿serveS requi￿￿ by the charity. the Trus188s consid8r th8 risks lo which the organi5alion is exposed with a focus on th8 contract5 and grants il manages. The charity is also very fo¢used on maximising the use of the financial resour￿$ for the charitable objediv8s. whilst providirig a pnjdent lev81 of r8silience for unforeseen circumstancès, which could threaten the sustainability of service we provide lo the public. Whilst sev8ral of our funds and grants are paid In advance. we are acutely aware that our National Contracts with Energy companies. which r8pr858nt a major part of our income, are paid in arrears wth long p05t delivery payment terms. where cash low and liquidity afe key to being able to undertake and allracl these type ol key projecls.As patl of the review this year we are very cognisanl of the effect5 upon our cli8nt ba58 of the c05t of Imng crisis and energy c05t5. where we ar8 experiencing ever increasing demand for our Services. To maximise access for clients we have extra technology and 5upervi50ry Costs, incurred through our staff and volunteers working from home, plus we are extending staff resources in 2024. Both extra-ordinary costs are provided for by the creation of d8signat8d lunds to und8rpin and extend our normal level of 8xpendilure. In addition. for extended client acc85s, we revI8W8d our premises strategy and have changed our objectives of a single new office and in April 2023 opened of a new 2000+ sq ft street level advice centr8 to extend our drop in capacity for the residents of PIyTnoulh, which adjoins our main offices in the ￿￿traI ￿tall zone. To support the cost ol the new Advi￿ cent￿ ¢￿atIon, plus ongoing running C051s and extra staff resources we have created a designa18d fund lo support th& costs in th8 period 2024-26.Following the Trustees, recent ￿View. the Board updated its reseNes policy and considers it appropriate that the charity holds a 18v81 of free reserv85, which includ8s an operating conlirigency, vthich is based on th￿e n)onths' ¢entral costs. plus core advice expenses that have been budgeted in the year,. a staff transition fund lo coveT tranSit￿n31 arrangements for 51aff waiting for contract renewals and a general redundancy provision In addition If a major contract were not renewecl, a major projects designal&d r8dundancy fund has been cr8a18d b&5ed upon th8 l8rg85t en8rgy project we have contracted for. As we look forwartj, with the flexible work model p￿sentlY in place and to support extended technology enhancernenls around VOIP soft phone, vid80 waiting room softW8re, SLJpervisory video chat rooms for remote 5taft and volunteers. plus other innovation5 for client access we have designated funds for Innovation and Technology ' Also. w& will, together with other larger national Citiz8n5 Advice offices. invèst in a pilot project for the us6 ol Al IArtificial Intelligence) for streamlin8d self-help client advice. We have reviewed the ￿cent Govemmenl change of rulesl recommendat￿n$ on the LGPS (Local Gov8mment Pension Schernel and the liability the charity ha5 for this historic Ic105ed pension 5ch8me lor the futu￿. under the DDA IDeferred Debt Agreemenll basis. We believe it prudent lo establish a designal8d reserve to reduc8 the anrnual c05t of the DDA, whell th8 charity ent8rs into this agr88menl and will review Ihis al the end ol each fiscal year. This ￿SerVe has been used lo pay off sorne deficit in 2022 and 2023. and we will continue an 8Xtra pa￿ent schedule in 202415. With regards to the pension deficit. Plymouth City Council act as a guarantor lof last 18SOrtI lo the charity in relation to th8 liability asso¢ialed with the scheme. in the event that the charity became insolvent or couldn't meel the ￿nSion r8paym8nl liabili1185 in the future, il and when a ce5sab.on ol the Ptymoulh Citizens Advice scheme is Iriggerecl. Page 10

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report UNRESTRICTED FREE CASH RESERVES POLICY Operatlng expenses contingency calculated as 3 months central costs plus Advice Plymouth services includin extended resources su ort. Staff transition fund calculated as the rate of keeping key staff in place if there are any gaps In contracrs. Redundancy provlsion, calculared on redundancy costs for the organisation as at 3110312021 and adjusted in 2023124. Total Unrestrlcted reserves pollcy £376,000 £45,000 £105,000 £526,000 DES1GNATED FUNDS Post Covid Su ort and Cost of Livin Innovation and IT Fund Penslon liablll rellef fund or ro ect redundan fund New street level advice centre and general dilapidation fund Total Unrestricted lus Desi For 2023124 these arnount5 are. su ort £76,000 £30,000 £30,000 £50,000 £180,000 nated £892.000 For the 2024125 budgets. this WOLJld require a free reserves level of £892.000 as at 31 March 2024. At th8 31st March 2024, the level tsf tree reserve5 held. lexcluding fixed a5sels, and including designated ese￿e$l was £1,031,756 and is accordingly in line wrth the policy adopted by the Truslees. We envisage using the designated funds in 2024125, as outlined in our buslness plan and budget. Page11

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report Re5trFCted re5erve5 The use of th& following fLJnds has been r8Strict8d by the donor or funder and can only be usecl for the purposes of Ihose donors and funders. Any balance remaining on a restricted fund al the financial year end does not irnply th81 the activity lo which the fund rel8les has cost less to run than the amount provided by lunder or donors bul rnay result from a vanety ol circurn51ances including the tirning of the a¢livity being out of phase with Ihe organisation's financial year end. Money Advice SeNice Mainstream, MAPS Webch81 . MAPS Debl Hub EDF Energy Kay Kendall Leukaemia Fund PGG Pension Wis8 Loan shark Help lu Claim Yorkshire Bank CA Local Services Grant . Chinès8 Community Project Investment Policy Truste&s maintain 811 funds in the Unity Trust Bank account and it Is not CUrren￿Y the policy tsf the Board that fund5 should be inve51ed. To ensure access lo furids at all time for the 0￿ratiOn of the business. in case of 8 banking Systems failure. Trustees have set up a second bank account with CAF Bank. Trusteès a￿ mindful that where we have major funders pawng in arreats wtr require a substantial positsve cash flow as debtors can at times r8ach circa £750,000 Fundraislng Pollcy The Chaiily did not particlpale in any fundrai51ng acu.vity in the year, which is normal to other years and has no impact on our income sources. Prlnclple Rlsk5 and Uncertalnt185 Th8 Board of Trustees und8rstand it5 r8spon5ibility for the d8velopm8nt and implemenlalion ol a system of Internal control and ￿vIe￿ng its effectiveness. Key elements of the organisation'5 Sy518m of internal controls are.. A risk 8SS8ssrnenl process which regularty r8view5 risks acros5 the organisation's actwities by area. such as financial. operational and governance and identified the work lo be done and the contro15 required lo minimis8 highest risks. Experienced and suitably qualified staff and volunteers who lake responsibility for lrnportant organisalional functions. Written Iinancial Pro￿dureS and leve15 of authority for approval of transactions. Financial reporting against board approved annual budgets. The Board have identified the main a￿a$ ol risk for the organisation as being around recruitrnent, training and indLJclion of key personnel in order lo ensure key largels are met. Plymouth City Cotsncil acts as a guarantor to the charity in relation lo the liability associated with the Pension Schern8 deficil. Information Assurance risks are mitiga18d by robust polic85 and r8VlÈWS, Wrth training provided to all staff and volunteers. A full risk regi5t8r is monitored each quarter and updat8d 8ach year with k8y risks and mitigating factors. P8ge 12

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report Golng ¢on¢ern We have a good pipeline of work over the wming year and continue to develop our plans wth energy companies. We have a robusl strategy and a dedicated resource lo growing this side of our business over the next lew years. We work with financially stable energy companies and review the financial position of new providers. We have ¢erngnted ours8lv8s as b8ing 18ad8rs in the work that W8 can offer energy provid8rs and with the cost of living cr1515 and ificreases In energy cost5 we anticipato being needed Ino￿ Ihaa ever as companies are seeing an increase in the number of vulnerable customers Ihey are dealing with. We have investgd in a Business D8velopmenl Dir8clor role which will driv8 th8 continuation of a mix of funding over the next 3-5 year5 and replacement funding where we see risks. The irnpact of the pand8mic and th8 cost of liwng u515 15 cr88ting opportuni118s for us, with issues arising from employment. debt and housing. The Tru$lees have reviewed the strategies delivery plans and funding pipeline5 contained in the business plan over the next 2 years in line with the Advice Quality Scheme. We are lookin9 10 increase the number of funders. rather than to increase the funding from one provider. If we lost funding, we scal8 back the exwnditur8 accordingly. Plans for future perlods Our plans for the next ¢oupl8 of years are to >dentify a mor8 diverse range of funding str8arn$. based on our Strengths In providing contract service5 to energy provider5. vulnerable clien15. We wish to further embed our vision and raise the profile of putting the ¢lienl al the heart of all we do. ensuring that all contracts me8t our objective5 and provide su51ainability for the organisalion. A 2 year business plan has been prodU￿d with ¢lear milestones place lo achieve our ambition and objectlV88. Our partnerships continue to grow and we a￿ fully integrated into ￿ levant slraiegi¢ and operational ne￿orkS and partn8r5hip5 acros5 the city of PIyTnouth. W& have a divefse range of positive and b8neficial stakeholder ￿lationShipS acros$ the private. public and vdunlary sectors. We a￿ seen to be active in regional and national Citizen Advice n9tworks, wh8r8 W8 impart, $har8 and accrue 18arning with our peers. W8 ar8 devdoping plans foi a more agile service to ￿a¢h out lo people in the city alongside an advice centre which will be located in the heart of the city ¢enlre, from which we Can raise our profile within the city, but also provide beller access lor client5, increase our volunteer numbers and lo provide unrestricted income that 15 not Itnked to a funder. Fund5 held a5 Custodian twslee on behalf of other$ Citizens Advi￿ Plyrnoulh holds the sum of £241.415 12023 £260.2471 as custodian for the Household Support Fund, Kay Kendall Leukemia Fund alld Chari5 Grants. This project links to our object5 of relief ol poverty, sickness and ¢Jist￿$S. Pagtr13

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees. Report Structure, governance and management The Trustees. who are also the directors for the purposes of company law. and who seNed durfng tha year were. C8rdine Mitchell, Chair Iresigned 315t January 20241 Chri5 Mottiam, TreaSu￿r Paul Matthews, Interim Chair (from 1st F8bruary 20241 Gavin Jon8S Paula A5hworth Iresigned 6th November 20241 David Walson Ire5igried 9th June 20231 Arran Roddy (resigned 1 st September 20231 Jeremy Wollerton (appointed 6th Novetnber 20231 Kevin Miller lappoinled 19th February 20241 Key Management Personnel Emma Handley, CEO Emma Symonds. Director of Operations Andy Gun18r Srnilh, Dir8clor of Dev8lopmenl Michelle Coppola-cookson, Director of HR Gary Neeves, Director of Local Partnerships Iretir8d 1st August 20231 Jon Abrahams. Director of Business Support Irets'red 31 st March 20241 Constitutlolt Citizen5 Advi￿ Plyrnoulh is bDlh a registered charity and a charitable corllp8ny limited by guaran188 and is govemed by a Mernorandum and Artide5 of A850cialion. Al th8 Trustees are company mernbtsrs. In the event of the company being wound up members are required to conlnbute an amount not exceeding £1 per mernb8r. Recruitment and appolntm•nt of Tru$t*es Elected Trustees are appointed by the members al an Annual Gènaral Meeting arKI serv8 a Ihr8e year term ol office after which they must sland down but are elvJible for re-election. Trustees are also nominaled by tnember organ15atlQn5, or co-opted by the board itself lo address any identified gaps in All Trustees receive an indu¢lion which invdves spending time in the organisation to see the work al first hand. Trustees are a150 given an induction pack. which includes finding information from th national Citizens Advice website and an internal management website. Trustees have the opportunity lo att8nd regional and local confereth￿ and attend the national annual conference. Page14

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Trustees, Report Organ15ational $tru¢ture and de¢ision maklng Th8 Board of Trustees Is fysponsible for the overall Tnanagern8nt and 5trat8gic direction of the organisalion. The full Board ol Trustee$ meet once a qkjarter wlh sub-groups meeting bi-monthly. The sub-group5 ar8 finance and audit, bu5ines5 and contract5 and HR. Day to day managernenl is delegated to the CEO who works with the senior management learn lo deliver th8 busines5 plan for the organisation. Al staff have written job d8SCriPtion5 and personal development plans. Both volunteers and staff receive regular supeNision and support. with all staff having annual appraisals. The HR sub-group make a recorntnendalion to the Truste8 Board for setting pay and rernuneration ol the key management personnel. Cilyzens Advice Plymouth is a member of Cits'zens Advice. The membership ag￿ements sel out th8 relationship between a rnember of the Citizens Advice service and Citizen5 Advice including our respective roles and responsibilitses some of which a￿ shared le.g. prolecling. promoting and developing the Citizens Advice brand). The 8gr88mènt aims lo define what il means lo be part ol the Service in terms of obligations lo each other and 10 olhei part5 of the network. 11 also Sets out the high4evel standards for membership lineluding service delivery) and some very specific requirements and includ8s datails of what happens il the agreement is b￿a¢he(l by èithèr a member or Citizens Advi¢e. The qtjality assuran￿ standards sit'vndemeath. Ihe Agreement. These set out the detailed standards which all bureaux that are Tnetnbers of the Citizens Advice service rnusl rn&8t. Audit Services check compliance with the quality assurance standards and the Membership Ag￿ement al the regular membership audit. The Advic8 Quality Standar(t wa5 awavded on 15th Jun8 2023 for 3 years. Dlsclosure of Informatlon to auditor Each m8rnb8r ha5 taken st8ps Ihal they ought lo have taken as a m8mb8r in ord&r lo maktr thèmselves aware ol any relovanl audit information and lo establish that the Charity's auditor 15 aware of that information. The Trustee5 confirm that there is no relevant inforrnalion that they know of and of which they know the audrtor is unaware. small cornpanles provlslon statement This ￿port has been prepared in accordance with the small cornpanies regime under the CoThpanies Act 2006. The annual report was approved by the TrLJStees of the Charity on b8hdf by". and signed on its LoKKlryJ Mr P Matthews jlnterirn Chairl Trustee Page15

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Statement of Trustees, Responsibilities The Trustee5 (who are a150 the directors of Plyrnouth CitEen5 Advic8 Bureaux for the purposes ol company lawl are ￿sponsible lor preparing the Trustees. Report and the financial slateTnent5 in accordanc8 with applicable law and Unit8d Kingdom Accounting Standards (United Kingifom Generally Accepted Ac¢ounting Pracli¢el. including FRS 102 'The Financial Reporting StarK18rd applicable In the UK and R8public of Irel8nd' Company law requires the Trustees to prepare financial slalements for ea¢h financial year. Under company law th8 Trust8es rnusl not 8pprov8 the financial 51818m8nt5 unless they are satisfied that they give a true and fair view of the state of affairs of the chanlable company and ol the Incoming r880urc85 and applicalion of resourc85, including its inc0ffl8 and exp8nditur8. of the ¢harilable company for that period. In p￿paring these ftnanaal stalements, the Trustees are required lo.. select suitable accounting poliaes and apply them conslslenlly.. observe the tnelhod5 and prinoples in the Charilie5 SORP.. rnake judgement5 and estimates Ihat are reasonable and prudent", stale wh81her applicable accounting Standards, cornprising FRS 102 have b88n followed. subject to any mal&rial departures disclosed and explained in the financial statements, and prepare the finanoal statements on the going concem basis unless il is inappropriate to presume that Ihe charitable company will continue in business. The Trustees are responsible lor keeping proper accounting records Ihal can disc105e with reasonab18 accuracy al any tiTne th8 financial ptssition of the chafilable cornpany and enable them lo ensure that the financial statements ¢omply with the Companies Act 2006. They a￿ also re5pon5ible for Safeguarding the a5S8t5 of the charitable cornpany and henc8 for taking r8asonable steps for the prevention and detection of fraud and other irregularities. The Trustees a￿ responsible lor the maintenance and integrity of the corporate and financial infomialion included on the charitable compan15 web51te. Legislation goveming th8 preparation and dissemination of financial slatemenls may differ from legislation in other jurisdictions. Statements as to disclosu￿ lo our audrtors In so far a5 the Tru51ees are aw3re at the tirne of approving oui Truslee5' annual report.. there is no relevant information, being information needed by the auditor in connection h￿th prepanng their report, of which the cornpany's auditor is unaware. and the Trustees. having made enquiries of fellow Iruslees and the company's auditor that they ought lo have iTidividually taken. have each taken all Steps thal he 15he is obliged to take a5 a Director in order to make themselves aware of any r8levanl audit information and to establish that the auditor is aware of that ￿nfOr￿allon. Approved by the Trustees ol the Charity on .... and signed on its bahalf by. Mr P Matthews jlnierim Chairl Trustee Page 16

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Cilizens Advice Bureaux Independent Auditor's Report to the Members of Plymouth Citizens Advice Bureaux Oplnlon We have audited the financial statemanls of Plymouth Cits"z6ns Atjvice Bureaux (the 'Charty'l for the year ended 31 March 2024, which comprise the Statement of Fin8ncial Activit￿S. Balance Sheet, Slatern8nt of Cash Flows, and Notes to the Financial Staletnent5. including a sufflrnary of significant accounting policies. The financial reporting framework that has been applied in their p￿paratIOn is United Kingdom Accountsng Standards, cornpn51ng Charities SORP FRS 102 'The Financial Reporting Standard applicable in the UK and Republic ol Ireland, and applicable law (United Kingdom Generally Acc8Pt8d Accounting Practice effective January 20191. In OUT opinion the finanryal Statements.. give a true and fair view of the stale of the Charity's affairs as al 31 March 2024 and of its incoming resources and application of resources. indUd￿g it5 incomo a￿d 8xpenditure, for the year then ended.. have been properly prepared in accordance wlh United Klngdom Generally Accepted Accounting Practice.. and have been prepared in accordance with the reqU1￿ments ol the Companies Act 2006. Basis for opinlon We condu¢led our audit in accordance wilh International Standards on Auditing IUKI IISAS IUKII and applicAble law. OLJr respon5ibilitl85 under those standard5 are further described in the auditor fe5ponsibililies lor the audit ol the financial statements section ol our report. We are independent of the Charity in accordance with the elhic31 requiiements that are relevant to Qui audit ol the financial statetllenls in the UK. in¢luding the FRC'S Ethical Standard, and we have fu￿111ed our other elhic31 responsibiliti85 in accordanc8 with these requirements. We b81ieve that the audit èvidance we have obtaiTied is sufficient and appropriate lo provide a basis for our opinion. Con¢luslons relatlng to golng concern In auditing th8 finallcial slal8rnent5, We have conelud8d that th8 Tru5t88S Use Of the going concem 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 ￿Trating to events or conditions that. individually or collectively. may cast significant doubt on the Charity's ability to continue a5 a going concefn for a period of at least twelve months from vthèn the onginal financial slalemenls were authorised for issue. Our responsibilities and the ￿SpOnSIbl1111eS of the Trustees with respect lo g(Mng wnc8m ar8 described in th8 r818vant 58ctions of thi5 report. Page17

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Independent Auditor's Report to the Members of Plymouth Citizens Advice Bureaux Other Informatlon The Trustees are responsible for the other information. The other information comprises the information induded in the annual report, other than the financial 5talemenls and our 8udilor's report Ihereon. Our opIn￿n on the financial $lalÈmenls does not cover the other information and. except to the extent otherwise expli¢itly Stated in our r8tK>rt. we do not express any form of 85surance conclu510n Ihereon. In connection Nwilh our audit of the financial slatemenls, our respoTisibility 15 to read the other information and. in doiry so. consider whether the other information is materially inconsistent with the financial s1818m8nls or our knowledge obtained in the audit or olh8rwi5e appears lo be rn818Tially rnisstaled. If we identify such material inconsistencies or apparent material misstalemenls. we are quired to determine whelher there is a maienal misstatement In Ihe financial stalernents or a material misstatement of the other inform8lion. If. based on the work we have pertormed. we conclude th81 th8r8 IS 8 material misSta18tnelll of this othor information, we ar& required lo report that fact. We have nothing lo r8POrt in thi5 r8gard. Oplnlon on other matter prescrfbed by the Cornpanie5 Act 2006 In our opinion, based on the work undertaken in the course of th8 audit.. th8 information given in the Tru5t8es' R8POrt for th8 financial year for which the financial statements are prepared is consistent with the financial statements.. and the Tru5tee5' Report has been prepaied in accordance with applicable legal requirements. Matter5 on whlch we are required to report by ex¢eption In the light ol our knowledge and underslanding of Ihe Charity and ils environment obtalned Sn tt)e course of the audit, w8 hav8 not id8ntif18d material mis5tat8rnent5 In the Trustees, Report. We have nothing lo report in resp8cI of th8 following matters where the Companies Act 2006 requi￿$ us lo repori lo you if, in our opinion. ad8qua18 accounting record5 have not been kept, or r8turns ad8qual8 for our audit h8V8 not been received from branches not visited by us.. or the financial 51alements are not in agreement with the accounting records and returns." or certain di5closure5 Df Trustees reTnuneralion specified by law afe not rllade,. or W8 h8V8 not r8c￿Vad all Ihe Infomation and explanats.ons we wuire for our audit. Auditor responsibilities for the audit of the financial 5tatement5 Our objecliv8s are to obtain r8asonable assurance about whether the financial stat8ments as a whole a￿ free from material misslalemenl, whether due to fraud or error. and lo issue an auditor's repori that Include5 our opinion. ReaSona￿e assurance is a high level of assurance, bul Is not a guarantee that an audit conducted in accordance with ISAS IUKI will always dete¢t a material m15slaleTnenl hen il exists. Mis$talement5 can arise from fraud or error and are considered material if, individually or in the aggregate, they could ieasonably be expected lo Influen￿ the economlc dacisions ol user5 taken on the basis of these financial statements. Irregularities. induding fraud, are instances of non-compliance with laws and fegulalions. We design pro¢edure5 in line with our responsibilities, outlined above, lo det8Ct material misstatements in respect of irregularities, indudiTIg fraud. The extent to which our procedures a￿ capable of del8Cting irregularities. induding fraud is detailed bdow.. Page18

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Independent Audito¢s Report to the Members of Plymouth Citizens Advice Bureaux We considered those laws and regulations that have a direct impact on the pr8paralion of the financial slalemenls. including. but not limited lo FRS 102 leffeclive 1 January 20191 Icharilies SORPI, the Compani85 Act 2006 and the Charitie5 Act 2011. In addition, we consider8d provisions of other laws and regulations that do not have a di￿¢1 effect on the financial statements bul ¢oMpliaTI￿ With which may be fundamental to the charitys ability lo operate or to avoid a material penalty. We evaluated rnanag8ment's incentives and opportunities for fraudulent manipulation of the financial staternents lincluding the risk of override of contiolsl and determined that th8 princip81 risks related to Iraudulenl financial reporting, in particular lo grant funding received. Audit pr￿d￿re$ performed by the engagement team indude, bul We￿ not limited to, discussions and inquiries with fflanagemenl of cotnpliaace with laws and regulations, r8viewing grant funding agreements. and reviewing board minutes and significanl legal costs incurred in the year. We also addressed th8 risk of fflanagemenl override of internal controls, including lesting of journals and evaluating whether there was eviden￿ ol bias by the Tnjstees that rep￿Sented a risk of rnaterial misstatement due lo fraud. There are inherent limitations in the 8udit procedures described above and the further removed on-compliance with laws and ￿gulationS is from the events and transactions reflected in the financial slalements, the less likely we would become aware of it. Also. the risk of nol delecling a tnaterial mi5slaternenl due lo fraud 55 higher than the risk of not d8t8ctin9 one resulting from error, as fraud may involve deliberrate concealment by, for gx8rnple, forgery or intenbonal misrepresentalion5, or through collusion. B8cause of the inher8nl lirnitalions of an audit. there 15 a risk that we will not det8cI all irregularitSes, including those leading to a malenal misstatement in the financial statements. This risk incfeases the further rernoved non-cofflpliance with laws and regulation5 15 frorn the event5 and transactions refle¢led in the financial slaternenls as we are less likely lo become awa￿ of instances of non-cornpliance. The risk of nol delecling a mat8rial rnisslatern8FII due lo fraud is higher than the risk of not detecting one resulting from erior, as fraud may Involve deliberale concealrnent, collusion, omission or misrepresenlalion. A further description of our responsibilities is availaNe on the Financial Reporting Countsl's website al.. www.frc.org.ukJaudilor5re5ponsibilities. Thi5 d8scriplion forrns part of our auditor's report. Use of our report This report is tnade solely to the charitable company's Trustees, a5 a body. in 8ccordan¢e wth Chapter 3 01 Pari 16 of the Companies A¢1 2006. Our audit work has been undertaken so that we mighl state to the Charity's Trustees those mzller5 we are required to State to them in an auditor's report and lor no other purpose. To the fullest gxtent permitted by law. we do ntst acopt or assume responsibility to anyone other than the charitable company and its Trustees as a body. for our audit work, for this report, or for the opinions we havo lgrtned. R•$pc*n$lbllltle$ of Tru$t89$ As explained more fully in the Statement of Trustees. Responsibilities Isel out on page 161. the Trustee5 are responsible for the preparation ol the financial slalemenls and for being Satisfied that they give a true and fair view. and for such internal control as the Trustees determine is necessary to enable the pr8paration of financial 5talernents that ai8 fr8e from rnaterial rnis5ts18m8nl, whether due lo fraud or error. Page 19

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Independent Auditorfs Report to the Members of Plymouth Citizens Advice Bureaux In preparing the financia1 slaiemenis, the Trustees art responsible lor assessing the Charity'5 ability to continue as a going concern, dis¢105ing, as applicable, matters related to going concern and using the going concem bas15 of accounting unless the Trustees either intend to liquidate the Charity or lo cease operations, or have no realislic alternative bul lo do so. Duncan Leslie (Senior Stalulory AudStorl PKF Francis Clark, Sta￿tOry Auditor Melville Bvilding East Unit 18. 23 Royal Willi8tn Yard nouth Devon PL13GW Dale.. 14 November 2024 Page 20

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Statement of Financial Activities Year Ended 31 March 2024 (Including Income and Expenditure Account and Statement of Total Recognised Gains and Losses) Defin8d Benofit Pension Scheffle Unre$lrlcted funds Restrlcted furbds Total 2024 Note Income and Endowm8nt5 from- Charitable activities Other income Inve5tTnent income 2.838.808 2.836,064 5,674,872 1.781 1.781 Total Income 2.841.073 2,836,064 5,677,137 Expenditure on.. Charitable aclivilies 2.817.445 2.857.041 40,000 5,634,486 Total Expènditure 2,817.445 2.857.041 40,000 5,634,486 Net incotnellexpenditurel Other recognl$od galns and losse$ Actuarial gainsll1055851 on d&fined benefit pension schemes 23,628 120.9771 40.000 42,651 27.000 27,000 Nel movement in lunds 23.628 120,9771 67.000 69,651 Reconcilsatlon of funds Total funds brought forward 1.092,552 35.768 67.000 1,061,330 Total funds carried forward 18 1.116,190 14,791 1,130,981 The notss on pages 25 1047 form an integral part of Ihe5e finanGial siaiements. Page 21

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Statement of Financial Activities Year Ended 31 March 2023 (Including Income and Expenditure Account and Statement of Total Recognised Gains and Losses) Dglingd Benefrt Pension Scheme Unrestricted funds Restricted funds Total 2023 Note Income and Endowment$ from.. Charitable activilies Other trading activities Investment ¢ncome 2,988,490 40,735 411 2,154.2S1 5.142,741 4D,735 411 Total Income 3.029,636 2,154,251 5,183,887 Expenditure on= Charitable activit18S 2,828,101 2.159,344 4,981.445 Tot81 Exp8nditur8 2,828,101 2.159,344 4,981,445 N8t incom8llexpenditurel Other recognlsod gains and Io$$e5 A¢tuarial gains on defined benefit pen510n scheffies 201,535 15,0931 6,000 202,442 434.000 434.000 Net Fnovetllenl in funds 201,535 15.0931 440,000 636.442 Reconciliation of funds Total funds brought forward 891.027 40.861 507.000 424,888 Total funds carried forward 18 1.092,562 35,768 67,000 1,061,330 All of th8 Charily's acliviti8s derive froffl continuing operation5 during the above two P8ri0ds. The funds b￿akdOWn for each year is shown in note 18. The note5 on page$ 25 to 47 fomi an integral part of Ihtrse financial statèments. Page 22

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux (Registration number.. 02697436) Balance Sheet as at 31 March 2024 2024 2023 Not• Fixed assets Tangible assets 12 84,434 119,359 Curr¢nt assets Debtors Cash at bank and in hand 13 14 495,736 1.249,593 512.075 1.329.848 1.745,329 1.841,923 Credltors: Amounts falling due within one y•ar 15 698,782 B32.952 Not curren¢ as$¢ts 1,046,547 1,008.971 Net assets ¢Mcludlng pension Ilablllty 1.130.981 1.128,330 Ponslon s¢h•rng liablllty Net assets In¢ludlng ￿nSIon Ilablllty 16 67.000 1.130.981 1.061,330 Funds of the Charlty.. Restrlcted 14.791 35,768 Unr*$tricted income funds Unreslrieted 1.116.190 1.092,562 Pension reserv8 67.000 Totsl funds 18 1,130.981 1,061,330 These a¢counls have b88n prepar8d in accordance with the Special prow510115 of Part 15 of the Cornpanies Act relating to small companies and constitute the annual acC￿￿nIS required by Ih8 Companies Act 2006 and are fo¥ circu181ion to members of th8 cornpany. The fina cial statèmènts on pages 21 to 47 wefe approved by the Truslo99. and authorisad lor issu8 and signed on their behaw by.. Mr P Matthews Ilnterim Chairl Trust8e Tha note$ on pages 25 to47 forni an Integral part of these fin8ncl81 statements. Page 23

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Statement of Cash Flows for the Year Ended 31 March 2024 2024 2023 Note Cash flows from operating activttles Nel income 42,651 202,442 Adjustrnents to cash flows from non<ash items Depreciation Investmenl income Defined benefit pension scheme adjuslmenls 12 64,646 24,913 27.000 434.000 132.516 660.944 Working capital adjustmenls Decrease in debtor5 De¢rea$e in creditors Decrease in deferred income 16.339 1158,3241 42.846 264,476 1289,4731 361,031 15 Nèt cash flows trorn operatlng a¢tlvlties 52,315 274,916 Cash flows from investlng actlvltle5 Interest r&ce*vable and similar incom8 Purchase ol tangible fixed 8ssets Net ¢ash flows from investing activities 1.781 29,721 411 144,272 12 27,940 143.861 Net Idecreaseyincrease in r35h and cash equivalents 180,2551 1.329,848 131,055 Cash and cash 8quivalents at 1 April 1.198,793 Cash and cash 8quiva$8nts at 31 March 1,249,593 1,329.848 AJI of the cash flow5 a¥e denved from continuing operations duriNJ the a￿ve two period5. The notes on pages 251047 form an inlagral part of thes8 financial stalem8nts. Page 24

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 1 Charfty status The Charity is a company lifflited by guarantee and consequently d08s not have 5har8 capital. Each of the Trustees is liable lo contribute an amount nol exceeding £1 towards Ihe assets ol the Charity in the event of liquidation. The princi￿ place of business is.. 3rd Floor Cobourg House 32 Maynower Str88t Plyrnouth Devon PL1 10X 2 Accountlng pollci65 Surnmary of slgnlflcant a¢¢ountlng pollcles and key a¢countlng 8stlmates The principal accounting poli¢ies applied in Ihg preparation of these financial slaiements are sel oul below. These policies have been consistently applied to all the year5 presented, unless otherwise stated. Statement of ¢ompllance The financial statements hav8 been pr8P8red in accordance with Accoijnling and R8POrting by Charitie5. Slaternenl of Recommended Practice applicable to chattlies preparing Ihe1r accounts in accordan￿ with the Financial Reporting Standard applicable in the UK and RepLJblic of Ireland IFRS 1021 leff8ctlV8 1 January 20191- IChantie5 SORP IFRS 10211. They 8150 comply with the Companies Act 2006 and Chaiities Act 2011. Ba5Trs of pr8paratlon Plymouth Citizens Advice Bureaux meets the definition of a public benefit enlily under FRS 102. Assets and liabilities ar8 initially recognis8d at historical c05t or transaction valu8 unless OtheMse stated in the relevant accounting policy notes. Page 25

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Income and endowments Incom2 Is recognised when the charity has enlillement lo the funds. it is probable il)at the Income will be received and th8 amount can be measured reliably. The following specific poliei8s are applied to particular categories ol income set out below. Grants. where enlillemenl is not conditional on the delivery of a specific performancè by the charfiy, are recognised when the charity becomes uncondib'onally entitled lo the grant. Investment income is included when receivable. Incorne from grants, where related to P8rforniancg and 5peryfic deliverable$, are accounted lor as the charity earn5 the right lo conslderatlDn by It5 perfomance. Plyrnouth Citizens A(fvice Bureaux acts as the I8ad partner in various partnership project5 and holds funds as ¢uslodian or agent for several partnership a9en¢ies. The income and expenditure associated with these transactions are excluded frorn the financial stalernents of the charity and any cash held 15 epresented by a ￿rreSpOnding creditor. Defeff8d income Deferred income represents amounts received for ILJture periods and Is released lo incoming resourc95 in th8 period for which it ha5 been received. Such incom8 15 only deferred when.. -The donor 5pecrfies Ihat the grant or (lonalion must only be used in future accounting period5,' or -The donor has imposecs conditions which must be met before the Charity has unconclitional onlitletnent. Going concorn We have a good pipeline of work over the cotning year and continue lo dev8lop our plans with energy companies. We have a robust strategy and a dedicated resource lo growing Ihis side ol our bu5ine5S over the next few years. We work with finaricially stable energy COTnpanies and review the financial position of new providers. We have cemented ourselves 8$ being leaders in the work that we can offer energy providers and th the cost of living crisis and increase5 in energy costs we anlicipate b81ng n8ed8d mor8 than ever as companies are seeing an increase in the number of vulnerable Customers they are dealing with. Based on the factor5 Outlined above, Ihe Trustees are confident that the charity 15 8 going conc8m. W8 hav8 inv8518d in a Busin8ss Development Diraetor rde whith swll driv8 th8 ¢onlinuats'on of a miK of funding over the next 3-5 years and replacement funding where we see ri5k5. The impact of the pandemic and the c051 of living crisis is creating opportunit185 for us, with issues arising from employment, debt and housing. The Trustees have review8d the strategies delivery plans and funding pipelines contained in the busines5 plan over the next 2 years in line with the Advice Quality S¢heme. We are looking to increase the number of funders. rather than to Increase the funding frorn one provid8r. If w81051 funding, w8 would scal8 back th8 expenditura accordingly. Page 26

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Expenditure Al expenditure 15 accounted for on an accnJals basi5 as a IlabllSty is Incurred. Expendiluie includes any VAT which cannot be fully recovered and Is reported as part of the expendilure to which it relate5. Charitable expenditure compr1585 those cost5 Incurred by the charily In the delivery of Its activities and services for its beneficiaries. 11 includes both costs Ihat can be allocated dir&¢lly lo such activitie5 and those ¢osls of an indir8Ct natur8 n8C8S58ry to support them. Support costs Support ¢osts are those functions that assist the work of the tharity but do not directly Ljndertake charitabl8 activitie5. GovetTiance costs comprise all costs involving the publi¢ accountability of the charity and its compliance with r8gu181ion and good practlC8. Thes8 Costs includ8 c051s related to statutory examination and legal fees. These costs are included within charitable activities where levant. All costs are allocated be￿leen the expenditure r21egories of the SOFA on a basis desyned lo ￿flect the use of the resource. This has been done by allocating the c05ts based on the nurnber of Full Time Equivalent staff working on each project. Governance costs These inclucle the costs altributsble to the Charitls compliance wth ¢onstitulional and statutory requirements, including audit. strategic managern8nt and Tru5tees' meeting5 and r8irnbursed expenses. Irrecoverable VAT Irrecoverable VAT is charged againsl tho category of resources expended for which it was incurred. Taxation The Charity is Conside￿ lo pass the tests set out in Paragraph 1 Schedule 6 of the Finance Act 2010 and therefore it rneels the definition of a charitable cornpany for UK corporation tax purposes. Accordingly. the Charity Is potentially exempl from trxalion in respecl of income or capital gain5 received within categories cov8red by Chapter 3 Part 11 of the Corporation Tax Act 2010 or Section 256 of Ihe Taxation of Chargeable Gains Act 1992. lo Ihe extent Ihal such income or gains are appliecj ex¢lusively lo charitable purposes. Tanglble flxed assets Individual fixed assets cosbng E750 or mor8 ar8 initially r8corded at cost, le5S any subsequent arLumulaled d8pr8ciation and 5ub5equenl accumulated impaimenl lossès. Impairment reviews ar& carried out on a periodic basis. If an a55et is found lo have a carrwng value rnateiially higher than rts recoverable amount il is written down accordingly. Page 27

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Depreciation and amortlsation Depreciation is provid8d on tangible flxed asset5 $0 as lo ffte off Ihe cost or valuation, les5 any estsmaled residual value. over their expected useful economic life as follows.. Asset class Furniture and equipment Computer equipm8nt Depreciatlon method and rate 200h straight lin& 33.33°1o Straight line Over the remaining life of the leasg Leas8hold improvgmenis Fund Structure Unrestricted funds r&pres6nt grants and other income re￿iVed or generated for expenditure Incurred in the general running of the charity. Restricted funds a￿ to be used towards 5pe¢ifi¢ projects stated by the guarantrir. Exp8nditur8 for those purposes is charged lo the fund. Designated funds are funds Set asido by th8 trustèe'5 for future spending on projèct5 they have de51gnaled the funds for. Hlre purchase and 1Snanet leases Rentals payable under operating leases are Charged against incorne on a straight line basis over the term of the lease. Page 28

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Pen5ion5 and other post retirement obli9ation$ The charity participates in two pension schemes. The charity operates a defined wntribulion scheme. The as58ts of the defined contribution pen510n 5cheFne are held separately frotn those of the charity in an ifidependently administered fund. One èmployee is an active conlribuling memeber of the Local Government Pension Scherne ILGPSI with 7 deferred pensioners and 9 pensioners as memb8rs of th8 scheme. All other employees. with the 8xception of th058 who have opted out. are members of the workplace pension scheme. The LGPS 15 a defined benefit slaiutory scheme adfflinistered in accordance wlh the Loca Govemmenl Pension Scherne Regulations 2013. is contracted out of the Sta18 Second Pension and benefits aecrued up lo 31 March 2024 are based on career average revalued salary and length of service. In accordance with SORP 2019 Plymouth Cits'zens Advice Bureaux s Share ol the pension deficit for this sch8me Is shown on the balance 5he8t. The LGPS is a funded 5cherne and the a5set5 are held separately from th05& in the charity in S8paTale trustee adMiniste￿d funds. Pension scheme assets tneasured at lair value and liabilities are measured on an actuarial basis using the projected unit ¢redil method and discounted al a rate equivalent lo the current rate of retum on a high quality corporate bond of equlvalent term and currency to the liabilitie5. The actuarial valuations are obtained at least triennially and are updated al each balance she81 date. The amounts charged lo operating surplus are the current service costs and the c05t5 of the scheme inlroduclions, benefit changes. selllemenls and curtailments. They are inC￿Uded as part of the staff costs incurred. Net interest on the nel defined benefit liability l asset 15 also recogni5ed in Ihe Statement tsf Financial Activities ané comprises the interest ¢osl on the defined benefit obligation and the interest income on the scheme assets, calculated by rnultiplwng the fair value of the 5cheffle as5et5 al the beginning of the periorj by the rale used to di$¢ounl the benefit obligations, The difference between the interest incorne on the sch8me 3558ts and th6 actual rÈtum on th8 seh8ffl8 35Sèt5 is rècogni5èd in other r8cogni5ed gain5 and losses. Actuarial gains and 1055es are recognlsed immodialely In other rè¢tyJni5ed galns and bsses. In gener81, participating Sn a rjefined benefit pension scheme means the employer is exposed to a number ol risks. However. this is mitigated by the Mernorandum of Understanding with Plymouth City Council. Pag? 29

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Flnan¢lal instruments Classification The charitable company only has the financial assets and financial liabilities ol a kind that qualrfy as basic financial instruments. Basic financial in5trufflenls are initially recognised at transaction value and subs8qu8nlly tneasured al Iheir settlement value, except lor those financial assets classilitrd a5 al fair value through profil or loss, which are initially measured 81 the transaction value and then subsequ8ndy rn8asured at their fair value. The Charity hokls the ILllowng ba5Ic financial in5trum8nts.' Short terrn trade and other debtors and cretyitors., and Cash and bank balances. All financial instruments are classified as basic. R￿ognItIOn and measurement The cornpany has chosen to apply the re¢ogniJon and measLtrement princi￿e9 in FRS102. Financial instruments are r8cogni5ed wh8ll the company becomes party to the contractU81 provisions ol the Instrument ancl derecognised when in the case of assets, the contractual rights to cash flows from the 85S8ts expire or substantially all the ri5k5 and reward5 of ownership are transferred to another party. or in the case ol liabilities, when the company's obligations are discharged. expire or are canc8lled. Such instruments are initvally measured at transaction price. including transaction costs, and are subsequenuy carried at the undiscounled amount of th8 cash or other consideration expected lo be paid or received, after taking account ol impaim)enl adjustments. Legal status of the Charlty The charity 15 a cornpany limited by guarantee. In the event ol the charity being wound up. the liability in respect ol the ouaranl88 is limited to £1 per ffl8mber of the cornpany. The charity is inwrporaled in England and Wales and th8 regist8r8d olfice is.. 3rd Floor. Cobourg House, 32 Maynower Slreet, Plymouth, Devon. PL1 1QX. P8g8 30

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB pl￿￿OUth Citizens Advice Bureaux Notes to the Financial Slatements for the Year Ended 31 March 2024 3 Income from charitsbl• a¢tlvitl$$ Unrestricted funds General Restrlcted funds Total 2024 Total 2023 Plyrnouth City Council Adw¢e Plymouth VSctim Care Eleclricty- NW Energy red￿$$ OVO Energy MaPs - Mainstream 689,424 689,424 639,554 10,000 22,500 45,544 349,615 228,189 1,021,572 76,904 414,334 32,444 49,857 776,056 34,026 35,469 314,373 4,486 872.100 41,764 24.802 77.500 4,006 4.232 1,465 61,949 45,522 393.323 45,522 393,323 173,618 1,091,476 100.730 380.404 2,070 2,533 45,000 173.618 1,091.476 100.730 380.404 2,070 EDF Energy Kay Kendall Leukaemia Fund PGG Pension Wise IDMAP Core Bulb JFF Legal advice Help lo Clairn USBPL Utility warehouse AP - Foodbank AP - Cotnmunlty ￿$1118Th¢e AP- Housing support fund Macmillan Project PLUSS Trussell Trust MaPs- Debt hub AP- Housing support fund- adv150rs Chinese Cornmunity Project POP COL Agility ECD Local ServI￿s Granl Yorkshire Bank 2.533 45,000 31,668 31.668 341,145 341,145 1.258.711 1.258.711 91.858 50,000 48,462 12.232 43,535 91.858 50.000 48,462 12,232 43.535 692,513 692.513 105.000 105,000 32.020 4,900 16,640 15,000 7.088 32.020 4,900 16.640 15,000 7.088 2,838.808 2.836.064 5,674,872 5,142,741 Page 31

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 4 Other Ineome Unrestricted fund5 Ggn•ral Total fund5 Other in￿rne 484 Total for 2024 484 Total for 2023 40,735 40.735 5 Investment Income Unre$lrl¢ted funds G•n•ral Total funds Interest receivabl8 and sirnilar income.. Interest receivable on bank d8rK)sits 1,781 1,781 Total for 2024 1,781 1,781 Total for 2023 411 411 6 Expendlture on Charitable actl¥it185 Activity undertaken directly Support costs 2024 2023 W8985 and salarie5 Other cosls Depreciation 3.832.314 859,427 1.317 406.921 470.843 63,664 4.239,235 1.330.270 64,981 3.555,280 1.407.252 24.913 4,693.058 941,428 5,634,486 4,987,445 £2,817,445 12023 - £2,776,381) of the above expenditure was attributable to 9eneral unrestricted fL+nds. £nil 12023 £51.7201 to de$ynat8d funds and £2.857,041 12023 - £2,159.3441 to restricted funds. Page 32

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 7 Analysls of governance and support costs Charitable actlvltl85 expendltur• Unr•$trfjet•d funds Restricted funds Total 2024 Total 2023 Basis ol allocatlon General Staff eosls- wages and salari8S Legal and professional fees Office expenses Depreualion Governance costs Premises costs Travel Project FTE 218.078 188.842 406.920 441,411 Project FTE Project FTE Proje¢t FTE Pioièct FTE Project FTE Project FTE 13,297 118.259 34,119 5.466 109,648 5.666 11,514 102.405 29,545 4.734 94,948 4.907 24,811 220,664 63,664 10.200 204,596 10.573 17,423 294,322 8,948 139,821 3,955 504.S33 436.895 941.428 905,880 Governan¢e ¢ost$ Unrestricted funds General Restricted funds Total funds Audit fees Audit ol ihe financial stalgments 5,466 4.734 10.200 Total for 2024 5,466 4,734 10,200 Total for 2023 5,267 3,681 8,948 Page 33

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 8 Net in¢omingloul9olng rg$ource$ Net incoming resources for th8 year include.. 2024 2023 Operating leases Audit fee5 Other non-audil services Depreciation of fixed assets 125,552 7.700 2,500 64,981 83.461 6,710 2,000 24.913 9 Trust•O'5 remuneration and •xp8ns•s No Trustees, nor any persons ¢onnected Mrilh th8rn, h8V8 received any remuneration from Ihe Charity during the year. 1 trustee received r8imbur5ement of travel and subsistence expenses amounting lo £238 in th8 prior year. 10 Staff cost5 The aggregate payrdl costs wer8 as follows.. 2024 2023 Staff costs durlng tht year were: Wages and salaries Social security costs P8nsion costs 3,841,332 323.791 74,112 3,159,123 267.311 122.846 4.239.235 3.549.280 The rnonthly av8rag8 number ol P8T50ns (including senior tnanagtrm8nt 188rn1 ernploy8d by the Charity during the year was as follows.. 2024 2023 Average rnonthly number of employees 163 149 The number of employees whose ernoluments f811 wilhin the following bands was". 2024 £60,001 - £70.000 The total 8wnploye8 benefi15 of the key management personnel ol the Charity were £254,774 12023 - £251.4211. Key managem&nl personnel are the management listed on page 14 in the Trustees, Report. Pa9e 34

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 11 Taxatlon The cha¥ity is a registered charity and is therefore exempl from laxatv)n. 12 Tangibl• fixed assets Furniture and equlpment Computer Leasehold equlpment Improv•m•nt$ Total Cos¢ Al 1 April 2023 Additions Tran5fer5 102,232 10,929 109,510 18,792 24,919 164.762 376.504 29.721 24,919 Al 31 March 2024 113,161 153,221 139.843 406,225 D•prfrclatlon At 1 Apnl 2023 Charge for the year Impairment 102.232 1.155 109.510 11.185 693 45.403 52,306 693 257,145 64,646 At 31 March 2024 103,387 121.388 97,016 321,791 Net boc*k value At 31 M8rch 2024 9,774 31.833 42,827 84,434 Al 31 March 2023 119,359 119,359 13 Debtors 2024 2023 Trade debtors PTepayments Accrued incom8 Other debtors 277,663 67.345 149.849 879 216,947 52,297 242,831 495.736 512,075 14 Cosh and cash equl¥al8nts 2024 2023 Cash at bank Short-term deposits 1,064,593 185,000 1,329.848 1,249.593 1,329,848 Page 35

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 15 Credltors.. amounts falllng du8 Wtthln one year 2024 2023 Trade creditors Other taxation and social security VAT Other cr8dilor5 Accruals Deferred In¢om6 44,579 76,272 186.383 272.795 23.759 94,994 67,131 64.688 183,000 310,133 70.160 137.840 698.782 832,952 Funds hold as custodlan or agent The Charity holds other funds and acis as agent on behalf of other organisations. These funds are disclosed within th&"Olher creditors. balanc8 8nd ar8 h81d as follows.. 2024 2023 Charis Fund 20 20 Hou58hold support fund Kay K8ndall Leuk8mia Fund 236,995 4,400 260.227 16 Pension and other 5chom85 Defined contribution pen51on sehgm• The Charity operates a defined contribution pension scheme. The pension Cost Charge foi the year r8pres8nls contribution5 payable by the Charity lo th8 sch8rn8 and amounted to £114,11212023 £128.8461. Conlribulions tolalling £23,59812023'. £21,639) were payable to the scheme at the end of the year 8nd ar8 included in creditors. P4ge 36

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Defined benefit pension schernes Devon County Councll Ponslon Fund One employee is an active contributing rnefflber of the Local Govemment Pension Scherne ILGPSI with 7 d9ffer￿￿ pènsioners and 9 pensioners as members ol the scheme which Is adminisiored by Devon County Council. This is a mulli-employer defined benefit pension scheme. Conlribulions are set every three years as a result of the actuarial va5ualion of the Fund ￿quIre{l by th8 RegulatlOa5. The next actuarial valuation of the Fund will be cariied out as al 31 March 2025 and will set the contribution period from l April 2025 10 31 Mar¢h 2028. There a￿ no minimum funding requirements in the LGPS but the conliibutions ar8 98n8rally s81 to larg8t a funding lev81 of 100% using actuarial valuation assumptions. On the Em ￿0yer'S withdrawal from the Fund. a cessation valuation wll be carried out in accordance with Regulation 64 of the LGPS R8gulatior15 2013 which will d818rmin8 the termination contribution due by the Employer. on a sel of assumptions deemed appropnale by the Fund Actuary. The total colltribulion rnadè lor the year ended 31 Mafch 2024 Is £50.00012023". £49.0001 of which employer's contributions lotalled E48.000 12023. £47,000) and employees. contributions tolalled £2.000 12023." £2.8921. The agreed employer contribution rale for the penod from 1 April 2024 is 21.9% of payroll ￿uS £4,000. At the year end £69912023.. £7171 was payable to the Scheme and this is include¢ In ¢￿ditors. The date of Ihe rn05t recent comprehensive 8Ctuari81 valuation was 31 March 2022. To assess Ihe value of the Ernployer's liabililies al 31 March 2024 the actuary has rolled forward the value of Ihe Employer's liabilities calculated for the funding valuation as at 31 March 2022. using financial a5SUmPtions that comply wilh FRS102. Th8 full actuarial valuation involved projecting lulure cashflows to be paid from the Fund and placing a value on them. These cashflows include pensKJns currently being paid lo members of the Fund a5 well as pensions land lufflp sum51 that Tnay be payable in future to rnember5 of the Fund or their dependents. These pensions are link&d lo inflation and will normally be payable on retirement lor the life of th8 m8mber or a dependent following the rneTnber'5 death. It is not possible to 85se5s ihe accuracy of the estimated value of liabilities as al 31 March 2024 without completing a lull valuation. However the actuary Is satisfied that the approach of rolling fonward the previous valuation dats lo 31 March 2023 should not ￿ntrOduCe any material distortions in tha results provided that the actual experience of the Employer and Ihe Fund has been broadly in line with the underl>ryng assumptions, and that the structure of the liabilities is substsntially the sarne as at the latest formal valuation. From the Information ieceived by the acLuary they have no evidenc8 that thls approach is inappropriate. To calculate the a5sel share the actuary has rolled forward the assets allocated lo the Employer at 31 March 2023 allowing for inve5tmenl relurn51851imated wher8 necessary), contributions paid inlo. and 8Stimated benefits paid from. the Fund by and in respect of the Employer and its employees. A3 requir8d under FRS102 the actuary has used the projected unit rnethod of valuation io calculate thè service cost. Page 37

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 The total c05t relating lo defined benefit schemes for the year recognised in profit or Ioss 88 an expense was £45.00012023- £25.0001. ReconcAliation of scheme assets and Ilabilitlgs to a55ets and Ilabilitie5 r8cogni5ed The amounis recognised in the sialement of financial posilion are as follows.. 2024 2023 Fair value of sch8rnè assets Present value of defined b8nefit obligation 851,000 812.000 760,000 1827.000 167,0001 39,000 39,000 A5sel ceiling adju51rnenl Defined benefit pension scheme deficit The asset Cap ￿strict10n has been rec(￿niSed through an adjustment to the a¢luarial gainlloss re¢ognis8d. 67.000 Defined beneflt obligation Changes in the defined benefit obligation are a$ follows.. 2024 Present value al start of year Current service c05t Inte￿$1 cost Changas in financial assumpb.ons Change in demographic assumption5 Experience loss on defined benefit o￿lgationS Estirnated benefits paid nel ol transfers Contributions by sch8m8 P8rticipants and other employ88S 827.000 6.000 39.000 17.0001 111,0001 3.000 147.0001 2.000 Present value al end of year 812,000 Fair value of scheme as$et5 Changes ￿ the fair valu8 of scheme as58ts are 85 follows.. 2024 F8IT value al start of year Interest income Retum on plan as5eis. excludirwj amounts included in interest incomellexpensel Employer ¢ontribulions Contributions by scheme partiupants Eslimat8d b8n8fils paid plus unlunded net of transfer5 in 760,000 37,000 51,000 48,000 2,000 47.000 Fair valLJe at end of y8ar 851,000 Pa9e 38

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Analysis of 8ssets The major categories of scheme assets are as follows.. 2024 2023 UK equities Overseas equities Prop8rty Infrastwcture Target retum portfolio Cash Other bonds 12,000 456.000 65,000 86,000 ?0,000 19.(x)O 193.000 60.000 340,000 67,000 68.000 53,000 9,000 163,000 851,000 760,000 Retum on s¢heme assets 2024 2023 Return on 5chetne assets 91.000 10,000 The pension scheme has not invested in any of the Charity's own financlal instrutnents or in properties or other assets us8d by th8 Charity. Prin¢lpal a¢tuarlal assumptions The principal actuarial a5SUrnPtloNs al the statement of flnancial position date are as follow5.. 2024 2023 RPI increases CPI inc¥eases Discount rate Fuluw salary increasos Future pension increases Post retlremont mortallty assumptlon$ 3.30 295 4.90 3.95 2.95 3.30 2.90 4.80 3.90 2.90 2024 Years 22.00 23.00 23.00 24.00 2023 Years Current UK pensioner5 at retirement age- male Current UK p8nsion8rs at relirefflent ag8 fema18 Future UK pensioners at retirement age - male Future UK p8nsioner5 at retirement age femala 22.00 23.00 23.00 24.00 Page 39

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Amounts recognlsed In the Staternent of Financial ActivitioS- 2024 2023 £'ooD £'ooo Servic8 Cost Nel Interest on the defined liabililyl lasseti Past $8niic8 costs 12 Total charge to Ststemenl of Financial Activitie5 21 Sensltivlty analys1$ £'ooo £'ooo £'ooo Adjustment to discount rale Present valua tsf total obligation Projected service cost +0.1Vo 0.0% -0.1% 801 812 823 Adjustrn8nl to long term salary Increase Present valu8 of ttstsl obligation Projected 58rvice cost +0.1° 0.0% -0.1 % 812 812 812 Adjuslrnenl lo pensitsn increases and deferred revaluation +0.1yd 0.0% -0.1% Present value of total obligation Projected 58nllC8 Cost 823 812 Adjuslmenl to life expectancy assurnplion5 Present value of totsl obligation Projected seNice c05t +1 y8ar None 1 year 782 812 Pagt 40

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 17 Commltmonts Annual charges for operating lease$ which expire.. Other equlpment 31103124 31103123 Land and bulldings 31103124 31103123 Not later than on8 year Later than one year and not later than fiv8 years Over fiv8 y8ar5 4.445 11.242 4.768 15.652 31,400 12,250 84,067 46.550 15.687 20.420 43,650 130,617 Page 41

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 18 Funds Other r•cogni58d galn$l IIos5esl Balance at31 Mar¢h 2024 Balance at 1 Apr51 IncomSng R850urces 2023 resources expended Transfers Unr85tr1cled fvnds General Unreslthcled funds 726,562 2.841.073 12,817,445) 750,190 D851gnated Major project ¢undancy fund P05t COVID Support and Recovery Fund Inovation and IT fund 36,000 14,000 50.000 30,000 90,000 46.000 160.0001 76.000 30,000 fund New street level advice cenlre 30,000 30,¢JOO 180,000 368,000 180,0(10 366,000 Total unroStrl¢t•d fund5 1.092.562 2.841,073 12.817.445) 1,116.190 Restricted fvnt15 MaPs Mainstream MaPS Web¢hat- (previously IDMAPI EDF Energy Kay Kendall Leuka8mia Fund PGG Pension Wise Loan shark MaPs- Train88 Help ¢0 daim MaPs- Debt hub Yorkshire Bank CA Local Sèrvices Grant Chinese community project 5.879 173,618 1179,4971 4,482 2.070 12,4171 1.091.476 11.091.4761 4.135 100.730 1100.7301 380,404 1379.7071 8,382 1,567 10 3,928 11,520 9,079 1.567 10 341,145 1345.0731 692.513 1704.0331 7,088 17.0881 15,000 115,0001 32,020 132,020 Total restrlcted funds 35,768 2.836,064 12,857.0411 14,791 Pag? 42

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Oth•r recognlsed galnsl IIos8esl Balance at31 March 2024 8alance at 1 April Ineomlng R•soureès 2023 resources expended Transfers Other funds Defined Benefit Pension Schemè 67,000 40,000 27,000 Total lund$ 1,061,330 5.677,137 15,634.486 27.000 1.130,981 The trustees have tran5f8rred £60,000 frotn the Innovation and IT Fund to the Post Covid Support and Cost of Living Support Fund and the Major Project Redundancy Fund of £46.000 and £14.000. Page 43

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Other rècogni58d galns 111055esl Balan¢e at31 March 2023 Balance at 1 Aprll Incomln9 Re$ource$ 2022 resour¢e$ expended Transfers Unre$trl¢ted funds General Unrestricted funds 671,427 3.029.636 12,776.3811 1198.1201 726.562 Designated Major project redundancy fund Post COVID Support and Recovery Fund Inovalion and IT fund Pen510n liability r81ief fund New 51r88t18vel advi¢e ￿ntre 36,000 36,000 43,600 90,000 113,6001 30.000 90,000 50,OCM) 151.7201 21.720 30,000 180.000 180,000 219,6tM) 51,720 198.120 366.000 Total unrestrlcled fund5 891.027 3.029.636 12,828.101 1,092,562 Restricted MaPs Mainstrea Baring Foundatson MaPS Webchal- (previously IDMAPI EDF Energy EDF Energy Hub Hub Office Mov8 Kay Kendall Leukaefnia Fund PGG Pension Wi58 USBPL Loan shark MaPs- Trainee Help lo clairn MaPs- Debt hub 228,189 1222.3101 11.0951 5,879 1,095 3,809 32.444 131,7711 1.021,572 11,021,572) 13,6291 11.3331 4,482 3.629 1,333 76,904 414,334 4,486 176.9041 1424.8011 114,9651 1901 18,849 10,479 1,657 10 8.382 1.567 10 3,928 11,520 314.373 1310.4451 61.949 SO.429 Totsl r•strlct8d lunds 40,861 2.154,251 12,159,344) 35.768 Othor funds Defined Benefit P8n5ion Sch8m8 507,000 6,000 434.000 67,000 Page 44

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Other recognlsed gains 8olan¢t at 31 March 2023 Balan¢• at 1 April Incomlng Resou￿￿9 Z022 resourGe$ expeniled Transfers Illosse$l Total funds 424,888 5,183,887 14,981.445 434.000 1,061,330 The specific purpos8s for which the lund5 are to be applied are as follows.. Money Advice Service Funded Debt Advic8 Project IMainstr8aml We aim lo support clients through the process of managing their debts. from discussing the priority of the debts and advising on immediate actioll to supporting long terrn su5tainab18 options for clients. We aim to etnpower the client and wrth our support help clients take control ol their situation. IDMAPI Money and Pension Service Webchat Provides webchal and ernail advice activated through the money advice pages ol www.adviceguide.org.uk EDF Energy Hub Th8 En8rgy Hub grant funding was provided with the intension of fulfilling the following aims.. To provide a follow up service to clieFIts who have received EDF Energy Trust Furid award5 To extend energy debt provision to non EDF Energy dients To produce research into the effectiv8n85s of current energy debt provision, 5P8cifically around the 8ffecliv8n8ss ol trust fund awards. in helping people manage better in the future. Kay Kendall Leukaemia Fund We provide specialist advic8 and as5iSt8nc8 to peop18 across Th8 South West Regional Health Authority who have leukaemia lan(1 related disorder51, their families and ca￿1$. PGG Pension Wkse Offers guidance to cli8nt5 Wlth a Dtrfined Contribtslion p8nsion to understand Ihe new pension freedoffls introduced in April 2015. The target audience for PW Is divided between main groups., 5(k54 year olds who are pl8nning their retirernent but cannot aetua11y acce5S their pension pots and those over 55 who have Ihe ability to release funds. Loan Shark Citizens Advice Plymouth receiv8d funding frorn the Illegal Money Lending team and commissioned artists Jon Lilly and Harriet Russell to design and install a rnural lo raise awa￿ne$S of the dangers of an sharks and sionposl victims to the team for help and support in late 2019. H8lp lo Clai The project was set up to a5SIs1 p8opl8 with_th&ir app1iG4tÈo￿for_1•ThlV8rs81 Cr8dit-. 11 w85 delivered- across multiple channels lo inC￿aSe accessibillly and meet support needs. Face to face support along wth webchat and phone support were delivered by lor21 Citizens Advice advisers. Money Advice and Pensions servi￿ Funded Debt Adwce Proje¢l- Debt Hub As part of a National Telephone Service. we aitn lo support clients via the telephone and webchal through the process ol managing their debts. from discussing the priority of the debts and adwsing on immediate action to supporting long term sustainable options for clients.we airn to empower the dienl and with our support help dients lake control of their situation Page 45

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 Money Advice and Pension S8rvic8 Trainee This Is a sub prtsled of the Money Advice Service Debt Advice Project where funding has b88 r8ceived to in¢reas& the ¢apacity of this proj8Ct by taking on a trainee to assist with the work of the project. Yorkshire Bank Citizens Advice advisers provide gen8rali5t admce to YBS mernbers and non-mernbers wilhin thelr branch prernises or agr8ed agency premises in Yorkshire, the North East, the North Wesl. the South Wesl, East Anglra and Scotland. CA Local Servi￿$ Grant The purpose of th8 project is lo enable local office5 to support or increase direct Service delivery capacity, to htrlp clients through the cost-ol-living uisis. Chinese Community Project The Chinese cornmuntty in Plymouth, comprising 0.5Q/•11,3201 of the population, is underrepresented in accessing CAP services. wlh only 38 Asianelhnicity clients conta¢ting CAP In 2022123. Many Chinese residents fac8 cost of living challeng85 and are unaware of CAP, partly due to cultural factors like 5hatne. Thi5 project aims to create acce55ible information in spoken Chinese dialects and traditionallsimplified Chinese text, and provide face-Io-fa¢e support through a mobile Help Desk al familiar cornmunity venues. By developing a cornmunily-led approach and collaborating wth local inilialives and the OevonlCornw811 Chinese Association, the project seeks to rais8 awareness ol CAP, build trust. and address inequality and ac¢essibilily issues. 19 Related party transaction5 During the year the Charity made the followng ￿lated party transaction5'. citlzen5 Advlc? Bureaux Devon (Trust88 in comrnonl During the year a grant was received from the above named party lor £41,176 in relation to the Macmillan project. At the balance sheet dale the arnount due lolfrom Citizens Advice Bureaux Devon wa5 £Nil12023 £Nill. Apex HR Ltd (Trustee is a Director) During the year. £7,800 was paid lo Apex HR Ltd in ￿latIon to staff trairiing. At the balane8 sh8et date the amount due tolfrom Apex HR Ltd was £Nil12023- £Nill. Page 46

Docusign EnvelopÈ ID." 55285EC2-38B74F6F-808eA1542F5FFCFB Plymouth Citizens Advice Bureaux Notes to the Financial Statements for the Year Ended 31 March 2024 20 Analysls of n•t ass•ts betwe&n funds Total funds at 31 Mar¢h 2024 Unrestrlcted funds General Oe$lgnated Restricted funds Tangible fixed assets Curr8llt as58t5 82,357 1,351.315 683.482 2,077 28.014 15.300 84,434 1.745,329 698,782 366,000 Total net assets 750.190 366.000 14.791 1.130,981 Total fund$ at31 March 2023 Unrestricted fund$ General Deslgnated Restrscted funds Other funds Tangible fixed assèts Current assets Current liabilities Pension sch8ffl8 liability 119.359 1,490,155 1882,9521 119,359 1,891,923 1882.9521 67,000 366,(KlO 35,768 67,000 Total net assets 726,562 366,000 35.768 1,061.330 67,000 21 Analysls of ehanges In net dgbt Other non.cash changes 1 April 2023 Cash flow 31 March 2024 Cash at bank and in hand 1,329.848 1265,2551 185,000 1.064,593 185,000 Short-temi depo$it8 Net debt 1.329,848 180,2551 1,249,593 PagE 47