REGISTERED COMPANY NUMBER: 3004206 (England and Wales) REGISTERED CHARITY NUMBER: 1053224 Report of theTru5tees and Audited Flnancial Statements for the Year Ended 31 March 2024 for Richmond Upon Thames Crossroads Care (A Company Umited by Guarantee) PB A55ociates Chartered Accountants 2 Castle Busine55 Village station Road Hampton Middlesex TW12 2BX Rlchmond Upon Thames Crossroads Care COMPANY INFORMATION Registered Company number 3¢￿206 IEn8land and Wales) Registered Charlty number 1053224 Chlef Executlve Offitei Julie Da Costa Registered office l Beverley Court 26 Elmtree Road Teddington Middlesex TWII 8ST Dirertors & Trustee5 Mr Peter J Adcock Ms Anna Ferguson Miss Eleanor M Willett Mrs Margaret P Dangoor Ms Jane Vines Mr Geoff Lane Ms Tara Fergu50n-Jones Ms Deborah Ramsay Chair Treasurer (resigned 30 July 20241 (appointed 13 September 2023) (appointed 13 September 2023) Independent Audltor Gareth Peter Rees, FCA PB Associates Chartered Accountants 2 Castle Business Village station Road Hampton Middlesex TW12 2BX Bankers Barclays Bank PLC Richmond and Twickenham Business Centre PO Box 13, 8 George Street Rlchmond Surrey TW9JU Sollcltors First Assist Group Ltd Marshall's Court Marshall's Road Sutton Surrey SMI 4DU Richmond Upon Thame5 Crossmads Care Report of the Irustees for the Year Ended 31 March 2024 The trustees. who 3re also directors of the charity for the purpose of the Companies Act, presènt their Annual Report and the audited financial statement of the company for the year ended 31" March 2024. The trustee5 have adopted the provision5 of the Statement of Recommended Practices ISORP- FR5102) 'accounting and reporting by charities., in preparing the report and the financial statements. QUAUTY. STRucfuRE. GOVERNANCE AND MANAGEMENT The charity is constituted as a company limited by guarantee and is therefore 8overned by a Memorandum and Articles of Association. GUARANTEES Accordin8 to the memorandum of association adopted on incorporation. every member of the Charity undertakes to contribute such amaunt as may be required Inot exceeding£lOI to the Charivs assets if it should be wound up while he or she is a member, orwithin one year after he or she ceases to be a member, for payment ofthe Charity's debts and liabilities contracted before he or she ceases to be a mernber. and of the costs. charges and expenses of winding up, and for the adjustment of the rights of the contributories among themselve5. CARE QUALITY COMISSION Cr05sroads Care Richmond and Kingston upon Thames 15 also a regulated provider of seNices and are re8iStered and th inspected under Care Quality Commission (CQCI. The last onsite inspection was on 10 September 2019, where we are required to meet standards. The reportwas published on 12 November2019. We achieved "GOOD" overall, with "OUTSTANDING- for"well-led" The report is available from htt c.or location 1-124419826 Yhls meantservice leaderslHp was exceptionaland dlstlnrtive. Leader5 ond the 5eThice culture they created drove and improved high￿u￿11ty1 perSOn￿ntredCu￿." CQC2019 As a network partner of Carers Trust, we operate under a national suite of policies. procedures, guidelines, and too15 and are also insperted under their Quality Mark. The lrtest inspertion w¢75 in Morch 2017. where we ochieved the "Centre of Ex￿llenCe.. underthe Corers Trust Quality Mark and a registered charty (CharityNo 1053224}. TRUSTEEIDIRECTORS As a re8lStered charity, Crossroads Care Richmond and Kin8Ston is governed by a Board ofTrustees. They provide strategic leadership and ensure we are consistent with the goals and objectives detailed in our Memorandum and Articles of Association. Each Trustee brings a wealth of experience. knowledge, and expertise from the private, public. and charitable sector. Together with the CEO. they are responsible for setting the charivs strategic direction. Prospective Trustees are invited to meet the CEO. team and Chair of Trustees and are then taken through comprehensive Indurtion Process. in line with the Carers Trust guideline5ltool kiL The induction involves meeting all of the other trustees, observin8lattendinE a Trustee Meetin& completing a Di5c105ure and Barring System, training and referencing. New trustees are then appointed at a Trustee Meeting and ratified by members atthe Annual General Meetin8 {AGMI. OIRECTORS The present directors who a￿ a150 trustee5 are shown on page l. DIRECTORS AND TRUSTEE IPItERE5T No direttor or trustee received any remuneration during this or the previous financial year. Rlchmond Upon Thames Crossroads Care Report of the Trustees for the Year Ended 31 March 2024 GOVERNANCE The Board consider and address a broad range of matters and risks on an ongoin8 baST5. Monthly meetings take place between the Chair of Trustees and CEO, quarterly Trustee Meetings and a subcommittee covering Personnel and Finance, as well as Marketing and Fundraising. Agendas addressed are operational updates, Monitorin& Fundraising and Marketin& Staffing and Personnel. Networking and Strategic Developments and updates, and Personnel and Finance. All incidents, accidents and near misses. around health and safety together with safeguarding of adults and children, are reported and addressed at the Trustee Meetin8S. PeterAdcock is the trustee olloeoted to AdultSofeguarding Morgoret Dangoor to Children Sofeguording Eleonor Willett to Health and Sofety A positive reputation of safe service delivery has been established over the last 35 years in line with policy. PrO￿dure, guidelines, training and relationships with health and social care providers of both children and adults. Our new strategic plan for 2024-2029 was developed from a Strategic Away Day which involved trustees, office and operational staff and service users. The main priorities can be broken down into four141 broad categories. which wlll be monito￿d yearly- Finances, Service Expansion. Organisational and social Impact. We will continve to". Gmw in o sustained monner thmugh secure long-term ond5toble gmnts so we can continue meeting locnl need, Improve ourfinanciolstotus reserve5. andincome os this is cruciol to thefinonci015tability of our organisotion. Expand ond/or develop existing ond newseThice5 by growing our busine55 revenues morgins. and reserve Dellver high quolity services thot meet the needs of Corer5 andthe people they carefor. Help Carers and their cored-for to hove o 'voice' in the community. Secure ond/or build upon and expand our quality5emces ondpmjects to meet the health undsocial care needs of oll Corers ond the people they carefor. Develop ond maintoin ourpeople. including ourportner5hip5, to ensure that the nece550ry ond appropriate oryani5ationul. governonce, financial andstoffstnirtures are in place to support the pursuit of our objertives. Increase our50cial impoct ondpmfile through meosuremen¢ marketing ond quolity Standards ond accreditotions. Continue to work c105ely with local commissioners and otherhealth ondsocial care Service pmvider5 and the voluntory sertor to sustain. promote and develop services. knowledge, and rel(rtiDnships. All operations are subjert to ongoing development. monitoring and risk assessment. The trustee5 are satisfied that these 5V5tems of analysis, planning and review enable them to identify the major risks and that systems are in place or being developed to mitl8ate and manage potential risks. Richmond Upon Tharnes Crossroad5 Care Report of the Trustees for the Year Ended al March 2024 As a non-profit organisation, V￿ provide bespoke. high-quality home and community respite care and support 5erwice5 in the boroughs of Richmond and Kingston upon Thame5. Our core team are not volunteers: they are hi8hly trained. paid, and experienced Care Support Workers. For over 35 years. we have been delivering high stondards of care and services for children and adults of all ages and disability. MANAGEMENT The core Staff and some volunteers are managed and supervised on a day-to4ay basis. with a 24 hour on-c211 service and an open-door policy. The team attend regular meetings and are allocated and managed by the 5eniorteam members and Operations/Care Managers. The Chief Executive Officer ICEO), Julie Da Costa, has a background in psychology, impact analysis and the care sector. and has worked for Crossroads Care Richmond and Kingston upon Thames for over25 years. She 15 SUPPOrted by Rachel Tawadrous. the Chief Operating Officer ICOOI. who hos devoted her career to the care sertor and has worked for our organisation for over 35 years. Operations Manager. Nicola Wilson, has been upltfted from the role of Care Manager, and has worked fcr over 20 years within the healthlsocial and youth sector. and our organisation for the past five years. Care Mana8er. Valentina Murzilli, joined us this year and briDss with her a wealth of healthcare experience, with her previous rcAes havin8 included being a nurse and practice mana8er. AIM OF THE ORGANISATION Crossroads Care Richmond and Kingston upon Thames is a specialist voluntary organisation supporting carers - 8iving them 'time ouv for themselves. by providing high-quality care and support services to those they care for. All staff endeavour to ensure the quality assurance of the services, in line with poliry and Procedures. They are relied upon to build and sustain the charities high reputation and their dedication and enthusiasm is evident and appreciated by carers and those they care for. We aim to reduce the negative impact caring has on the mentsl and physical health of carers and the people they care for. Our Services are aimed at the 'Caring Experience,. preventing breakdownlcrisis, and improving quality of family life by providing respite breaks, 5i8npostin8 (information and advice) and practical/emotional 8roup support. Our organisation: provides direct support to the 'needie5t'families supports carers through crisis or challenging periods tO9ether with a respite break en5ure5 efftctive integrated working, information shoring andsignposting Our core commissioned services are in line with our health and social care providers and the NHS Outcome5 Framework~ Promoting Well-being and Independence. OBJEcfivES Crossroads Care Richmond and Kingston upon Thames is committed to providing prartical support in the home to ertable carers to have a break from their caring responsibilities. OURVISION Crossroads Care Richmond and Kingston upon Thames wants the role and contributlon of unpaid carers of all ages to be reco8nised, and for them to have access to the support and services they need to live their own lives. OUR MISSION Crossroads Care Richmond and Kin8Ston upon Thames seeks to: provide services that respond to the needs and desired outcomes of Carers ond those theysupport Richmond Upon Thames Crossroads Care Report of the Trustees for the Year Ended 31 March 2024 help create stronger, more connected. and corer-owore communities work with service users and otherstokeholders to infiuence seThice innovation ond 9rowth PHILOSOPHY OF CARE Crossroads Care Richmond and Kingston upon Thame5 respects the individuality of carers and those with care needs, and seeks tc promote their choice, independence. dignity. and safety- We believe carers should have access to high- quality services that enable them to fully benefit from a break from their caring responsibilities. We respett the privacy and personal choices, lifestyle5, Customs, cultures, and values of each person who re￿iVeS a servlce and seek to involve carers and their cared for in this proces5. Crossroads Care Richmond and Kingston upon Thames: 5eek5 to prDvide o high-quality. per50n-centred. ond user-ledsernce corries out two annualservice user5at15foction sufveys ensures ourstoff ore trained. supem'sed. ond supported to deliverservice5 to people (including adults and children) with a wide ronge of disobilitie5 and illnesses, and5eeks toprovide oflexible Service delivering care and support when it is most needed. WHAT WE DO Established in 1987. for 35 years we have been providing high-quality. bespoke, and flexible home and community respite Ca￿ and support service5 to carers and the people they care-for. of all ages and disability, including behaviovral, emotional and/or medical needs. as well as dementia care and palliative care. Our core stsff team are not volunteers, they are highly trained, paid, and experienced Care Support Workers. Home respite Care support: our Care Support Workers typically provlde I:1 respite support (a minimum of two hour51 within the home. Respite £ive5 unpaid carers (mother. father. siblings. carersl an essential break from their carin8 role. It allomts them to spend quality time alone, have time out, meet appointments. participate in artivitie5 Wlth their other children or spend time with their partners. In order to maximise the benefits of a respite break, each package of care is bespoke and personalised. This may or rnay not include looking after the whole family unit. Our team of expert Care Support Workers will: Give medication including emergency medications e.g¥• buccalmidozolam, oxygen Move and handle (use of equipment e.g.. tracker hoist) Work to speciali5tplans e.g.. behoviourol management speech ond longuage, dieticion including enteral and nasal gastricftedino Personal core including bothing. They might also lend o hond in the kitchen• grab the vJcuum to help clean up, or simply be on extropairof honds wfv'le otherfomily member5 spend time awoy from the home. We compty wlth: Core Quality Commission's Fundomentolstandards in England The Nutionul Codes of ProrticeforHealth andsociol Workers Corers Trust Code of Conduct Rlchmond Upon Thames Qosyoads Care Report of the Trustees for the Year Ended 31 March 2024 London Borough of Richmond upon Thames sofeguording. Safrguording and London Multi-Agency Sofeguording Dota Sharing. A non-profit organisation, we can offer extended respite breaks beyond our tharity 5eNices and provisions through private purchasing or matth funding with direct payments and contracts from health and Social care providers e.g., NHS, ContinLJin8 Care Nursing team, Adult Social Services. Achieving for Children. We also hold the Emergency Respite Service for the London Borough of Richmond. We pride ourselves on the excellent working relationship we have with our statutw Health and Social Care Professionals across the borough5 of Richmond and Kin8Ston. To8ether we are ensuring that carers and the people they care for. living within these boroughs, receive the very best possible care and supporl Each package of care is bespoke and personali5ed. In orderto maximise the quality and benefits of a respite break, we work closely and in conjunrtion wth the expertise of the Social and Health Care Professionals involved. This may include looking after the whole family unit. We have referred to the Charity Commission's general guidance on public benefrts when reviewin8 our aims and objective5 and in plannin8 our future activities. All our charitable artivltles are undertaken for the public benefrt. COMMUNITY / OUTREACH SERVICES Over the years, we have developed speoali5m5 and extended servlces to meet the local need of both adults and children. We have positioned Crossroads Care strategically across the boroughs. and every day we work with the local councils and other voluntary and statutory partners le.g., NHS, Adult and child￿n'S Social Services, Aliheimerfs Society) to strive to meet people's needs for carers and the people they care for. Tr ogency had a highfy developedpmfvssionals'network thot enabledseomlessloined-up working between setvkes bosed on people's needs wtshes undbest interests." CQC2019 We feel this has helped to identify specific'hidden. and 'hard-to-reach' groups and enabled us to develop specialisms and extend our servlces to cover the needs of our IcKal community, of all 38es and disability, from babies to the elderly. Local ch811en8es/priorities- ageing population, multiple health needs, double Carers: complex multiple health conditions.. increase in Social isolation across soooeconomic grc¥Jps: high levels of adolescent drugslalcohol misuse; self-harm and suicide hospital admission& Communlty Projects: Caring Café: for carers caring for people with dementia. It was 'showcased' as an example of excelleft￿ in the governmenvs 21x18 strategy document, Carers at the heart of 21st century familie5 and communities; funded via the Carers Hub Service {LBRuT). Crossroads Care Saturday Club and Translfdon ProjecL' for children and youn8 people with Special educational needs and disabilities ISENDI, some of whom are also Young Carers18-18 years). Run in association with Clarendon and Strathmore Schools,. funded by Richmond Parish Land5 Charity IRPLC), Hampton Fund, The Bames Fund and 88C Children in Need. Men and Dads Who Care: monthly social groups for male carers. Run in d05e association with Day Centres, AFC and Children and Adolescent Mentsl Health Service5 (CAMHS): funded by RPLC and Hampton Fund. Carers Cafe: for carers and former carers. Run in close association with Day Centres and the Alzheimerfs Society; funded by Hampton Fund and Middle5ex Province Relief Fund. Therapy Room& many carers often feel that self-care isn't as important as caring for their loved ones. For this reason, we wanted to create a Spa￿ specifically for them. Therapies and respite care are offered subjert to availability and funding though can also be purchased privately. Our two therapy rooms are fundèd by The Victoria Foundation. Talklng Therapy Room. for talking therapists, counsellors, psychotherapists. and similar practitioners. Richmond Upon Thaffles Crosyoads Care Report of the Trustees for the Year Ended 31 March 2024 Hollstlc Therapy and Treatment Room. offerin8 stress-release massage treatments. Carers. Book Club. run on a monthly basis by local author. editor and Crossroads Care Media and Communications Officer. Fiona Mitchell, the Carers, Book aub is a great way for carers to take time out and develop new friendships. New Initiatlves: Mentsl Wealth and Wellbelng Support Programme for Carers, Parents Carers, aiildren with Disability and Crossroads Frontline Staff Specialist Workshops, Individual 1.1 and Group Mentsl Health and Wellbeing Se55iOn5 and Therapies. We sustain stron8llon8 worknng relationships with our statutory and voluntary partners e.g., the Alzheimef s Society, Integrated Neurological Services, and the Richmond Carers Centre. 16+ Saturday Groupl for young people with SEND. We started the group after becoming increasingly aware that older members of our Saturday Club still very much need our support as theystsrt a new journey into adulthood *acing all the challen8es that come with that transition. Spe¢lallst Mentoring Service: 3-year projert for young people with complex needs, focusing on holistic, preventative, and sustainable support inteNentions- worknng with the family as a whole- in close association with AFC and CAMHS. WINTER RESPONSE PROGRAMME 2023-2024 With the soaring cost of livin& we stepped in to offer a comprehensive Winter R￿ponse ProBramme which included a Warm Hub for Carers and the people they care for. Thanks to grants from Richmond Council and the NHS (South West London Integrated Care System), the tharity opened its doors throughout the winter months, Monday to Fridayi offerin8 fresh soup as well as a range of hot drink5, fruit, and biscuits. Focusing on our waiting list and those most isolated. vulnerable and at risk during the cold spe115. we a150 offered free health checks from our registered nurse, and our experIen￿d, skilled, and trained staff team provided information and advice, risk asse55ments. winter safety plans and more. "The ogency played o huge role in the community, running ondporbcipating in many projects through well- e5toblished working partnerships that promoted people sparticipotion andreducedsocial isolotion." CQC2019 EQUAL OPPORTUNITIES In line with the CarersTrust policyand procedure, togetherwith the charities fundamental ethos, a stsnce on the opposition of discrimination is central, on the grounds of sexual orientstion. faith. race, disability. age and marital or gender statu5. We provide a holistic person-centred service. and the people with whom we work are always treated with courtesy and respect. knkewise. are all our staff. clients. suppliers, partners, and crjntrattors. The charity is committed to promoting the health and Safety and well-being of all our stsff and clients. RESERVES POLICY Purpose This Policy complies with the Accounting and Reporting Standard5 for charities set out in the Statement of Recommended Practice. SORP IFRS 102). This requires charities to have a written Reserves Policy. founded on realistic assessment of their reseNes needs and which has been formally a8reed by the Board of Trustees. Rlchmond Upon Thames Crossroads Care Report of the Trustees ftjr the Year Ended 31 March 2024 Definltlon of Reserves ReseNes are those monies that may be held and spent in accordance with this polity formed from unrestricted funds. Reserves may be built up from any monies that do not have a designated or restricted use. Legal Basis Trustees have a 8eneral legal duty to expend charity funds within 3 reasonable time of receiving them. Although holding income funds in reserve does not comply with this duty, the trustees have the implied power to take actions where necessary to ensure that the charity functions properly. Reason for Holding Reserves Reserves shall only be held where thi5 is necessary and prudent to provide for the continuing effectivene55 of the charity and. if nece55ary, for the appropriate costs of winding up the charity. ReseNes may be designated for specific costs such as redundancy or asset replacement. They may also be held for contingencies such as managing the late receipt of grants or a deficit in income over expenditure. The Level of Reserves Needed Crossroads Care Richmond and Kin8Ston upon Thames will hold reserves at a level to cover reasonable financial risks of running the charity as determined by the board. In principle. unrestricted reserves should be maintained at not less than three (31 months running costs plus IO% and should not normally exceed 40% of annual income. This represents a level below whith efforts should be made to increase reserves and above which efforts should be made to reduce reserves. The Use of Reserve5 Reserves may only be committed at the discretion of the board. in accordance with this policy. Poll¢y Review This policy land the a8reed level of reseNesl should be reviewed by the Board from time to time. FINANCIAL REVIEW The financial year continued to be impacted by increasing pressures on the home care sector, together with the national staffing crisis. and the soaring cost of livin& which led to changes in lifestyle and increased anxiety for both service user5 and home care staff. No one was sure again howthat would affert8rant funding orthe demand for our services from the London Borough of Richmond upon Thames. The result was a decrease in carers reaching thresholds and assessments for funded care, tO8ether with and ultimately increased demand for our services. Additional funding from several grant funders to help Crossroads Care Richmond and Kingston upon Thames cope with these new challenges was most helpful. Also, additional grants were provided for winter support and inequalities, especially around the winter/summer months. These factors were and continue to be a high priority for the charity as we continue to adapt our services to meet local need, as well as enhancin8 our staff well-being offer. We have continued to move our organi5ation forward into art improved financial position, despite endin8 the year with a small managed deficit, due to our commitment to staff welfare and well-bein& tQ8ether W*llth stsff recruitmenL to help meet the new need for our Servi￿5. Once again. we would like to express our sincere thanks to our local funders li.e.. Hampton Fund. Richmond Parish Lands Charity. The Barnes Fund). national funders li.e., BBC CIN. National Lottery). London Borough of Richmond, our NHS and Social Care partners and The Victoria Fwndètion for their continuins support. During these challen8in8 times we were able to continue our work controlling our indirect Costs, such as management and administration costs and training for all staff. Richmond Upon Thames Crowoads Care Report of the Trustees for the Year Ended 31 March 2023 Auditors A resolution to appoint PB Assoaates as auditors wa5 proposed at the Annual General Meeting held on 19" October 2023. Small company provisions This report has been prepared in accordance with the small compan￿5 regime under the Companies Act 2006. CHAIR'S STATEMENT We are pleased to report that. despite the ongoing challenges for the not-for-profit sector, we have once again achieved well against our strategic plans for 2018-2023. Our new strategic plan for 2024-2029 sets out our vision statement and strategic aims for the charity and the people we serve. building upon the good work achieved over the last five-years. We have continued to move our organisation fonvard into an irnproved financial position. despite ending the year with a small managed deficit, due to our commitment to staff welfare and well-bein& tO8ether with staff recruitment, to help meet the new need for our services. Increasing pressures on the home care sertor, together with the national staffing crisis, and the soaring cost of livin& have led to changes in lifestyle and increased anxiety for both service users and home care staff. These factors remain a high priority for the charity as we continue to adapt our service5 to meet local need, as well as enhancing our staff well-being offer. Over the past few years, we have seen our waiting list almost double. meaning that our services have never been more in demand, and 5tsff recruitment has been a priority. Many tarers are reporting a significant deterioration in both their own and their loved ones, mental and physical health and well-being. Caring is often 2417. The life of an unpaid carer can be extremely hard. For many, caring requires a life-changing commitrnent. with carers often having to give up work or study. friendships, support networks and social lives, which significantly diminishes the quality of their own lives. Given the challenges related to the care sector and frontline workers, as chair, I would like to pay tribute to our CEO and the amazing team of stsff and volunteers who have. and continue to, overcome many of the challenges presented durin8 these challenging and often troublin8 periods in aur history. For all their hard work and commitment, as they continue to overcome the many challenge5 that they face and who consistently deliwer high standards of care and support to people in need throughout the borough. I would like to welcome all our new care support worker5 and volunteers. The way our team responded to meetthe needs of our clients duringthese changeable and often troubling periods 15 further documented by Crossroads Care CEO, Julie Da Costa in the Annual Review 2023-2024. Thi5 will be published in tirne for the 2024 AGM. In the year under review. as we collectively celebrate 50 years of sUPPQrting carer5. we continue to adapt, strengthen, and improve the services we offer to clients. to help meet local need and demand. Over the years. Crossroads Care ha5 Positioned itself strategically across the bomugh. A network partner of national Carers Trust and regulated under the Care Quality Commission {CQCI. we work with sep4ice users and stakeholders to influence service innovation and growth. We are committed to sustainin8 growth. and with the support of core funders, sponsors, Friends of Crossroads. and partners, we have continued providing high-quality home and community services where needed, particularly to those most i501ated. vulnerable, and often outside the statutory framework. The challenge for 2024-2025 is to explore new ways to raise our profile and gain funds that will diversify our income and meet this new need. Rr