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2023-03-31-accounts

Citizens Advice South West Surrey

Annual Report and Accounts 2022-23

For the Year Ended 31 March 2023

A Company Limited by Guarantee Charity no: 1061067 Company no: 03258272

Contents

Page
Legal and Administrative Information 2
Report of the Trustees 3
Report 16
Statement of Financial Activities 18
Statement of Cash Flows 20
Balance Sheet 21
Notes to the Financial Statements 22

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

Legal and Administrative Information

Charity number: 1061067 Company number: 03258272

Authorised & regulated by the Financial Conduct Authority FRN:

617618

Registered office: 15-21 Haydon Place Guildford GU1 4LL

Trustee Directors:

The following people are or have been directors for the purposes of the Companies Act 2006. Unless otherwise stated, they have served as directors throughout the year, and up to the date of the signing of these accounts.

Paul Jarrett (Chair) Norman Wren Clare Johns (Treasurer) George Rushton John Tonks Nigel Jewkes (Appointed as Trustee Director 01.06.23) Richard Smith (Appointed as Trustee Director 01.06.23) Janet Edwards (Appointed as Trustee Director 01.06.23) Jocelyn Prudence (Resigned as Trustee Director 01.06.23 ) Alexandra Bliss (Resigned as Trustee Director 01.06.23) Graham Eyre (Resigned as Trustee Director 01.06.23) Richard Tolley (Resigned as Trustee Director 01.06.23)

None of the directors who held office during the year had a disclosable interest in the company.

Senior management team: Rebecca Jeffrey Chief Officer (2022/23) Rachel Saffrett Business Support Manager Anna Rogerson Advice Services Manager Emma Scanlon Macmillan Project Manager Lewis Green Casework Services Manager

Independent examiner: Brewers Chartered Accountants

Bourne House, Queen Street Gomshall GU5 9LY

Bankers: Bank of Scotland plc CAF Bank Ltd The Mound 25 Kings Hill Avenue, Kings Hill Edinburgh West Malling EH1 1YZ ME79 4JQ

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

Report of the trustees

The trustees (who are also directors of the charity for the purposes of the Companies Act) present their report and independently examined financial statements for the year ended 31 March 2023.

The financial statements comply with the Charities Act 2011, the Companies Act 2006, the Memorandum and Articles of Association, and Accounting and Reporting by Charities: Statement of Recommended Practice (SORP), applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102) (effective 1 January 2019).

1. Structure, Governance and Management

Governing document

Citizens Advice South West Surrey (CASWS) is a charitable company limited by guarantee incorporated on 2 October 1996 and registered as a charity on 5 March 1997 (Company no: 03258272; Charity no: 1061067). The company was established under a Memorandum of Association, which sets out the objects of the company, and is regulated by the provisions of its Articles of Association.

At the Annual General meeting held on 31 October 2022 a special resolution was approved to adopt updated Articles of Association.

Prior to 1 June 2023, the charity was legally Citizens Advice Guildford, with an operating name of Citizens Advice Guildford and Ash (CAGA) and CAGA is referenced throughout this report as the operating name in place during the reporting period.

Recruitment and appointment of trustees

The charity is governed through the Trustee Board. Trustees who have held office during the year are listed on page 2. The Articles of Association provide for a minimum of 4 and a maximum of 15 trustees. The trustees meet at least 4 times per year with additional quarterly meetings for the subcommittees listed below.

Trustees are recruited from the local community; two trustees, one of whom will normally be the Chair or Vice Chair, meet potential trustees and recommend suitable candidates to the board for election.

Trustees are elected to the Board for a three-year period and are appointed by a resolution of its members at an AGM. The Board has powers to co-opt members who shall retire at the following AGM and may offer themselves for re-election.

The trustees are also the directors of the company. The Board is supported by a network of subcommittees, covering Finance, Governance and Compliance HR and Renumeration.

None of the Trustees has any beneficial interest in the company. All trustees are members of the company and guarantee to contribute £1 in the event of its winding up.

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

As mentioned in the report from last year, it was planned that in March 2023 to incorporate the assets and liabilities of Citizens Advice Waverley into Citizens Advice Guildford and Ash. The merger was delayed for 2 months and took effect from 1 June 2023. Following this merger, a number of trustees from Waverley joined the board. The background and activity to date regarding the merger is detailed later in this report.

Trustee induction and training

Newly appointed trustees are provided with an induction to CA GA by the Chair of Trustees and are briefed on their legal obligations under charity and company law, the content of the Memorandum and Articles of Association, the committee and decision-making processes, the business plan and recent financial performance of the charity. They also meet key employees and other trustees. Trustees are encouraged to attend appropriate external training events where these will facilitate the understanding of their role.

Following the merger with Waverley a skills audit will be completed for all the Trustees. This will include the completion of a Governance questionnaire that will allow us to assess the effectiveness of the Board, to identify areas of weakness and associated actions and training to address those weaknesses.

Organisation structure

CA GA is a member of Citizens Advice, the operating name of the National Association of Citizens Advice Bureaux, which provides a framework for standards of advice and casework management as well as monitoring progress against these standards. Operating policies are independently determined by the Board of Trustees in order to fulfil its charitable objects and comply with the national membership requirements.

CAGA is governed by its Trustee Board which is responsible for:

The trustees carry the ultimate responsibility for the conduct of the organisation and for ensuring that the charity satisfies its legal and contractual obligations. The trustees also operate a number of subcommittees and working groups. These may vary depending on the current needs of the charity but normally include a Finance Committee, Governance and Compliance Committee, and an HR Committee.

A working party to manage the merger with Citizens Advice Waverley was established and this will be covered in more detail later.

The Premises and Delivery Model Working Party continued to meet to identify, plan and implement a move from the current premises at Haydon Place. The Working Party also identified some short-term improvements to Haydon Place and the majority of these were completed. However, once the merger working party was established the work on premises and the delivery model was suspended.

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

A Remuneration sub-committee was established in October 2022, whose primary role is to advise and support the Board in decisions related to the remuneration of staff. This will include pay levels, pay policies and any other non-financial benefits. The sub-committee drafted a new Expenses Policy that was approved by the Board in February 2023 and a new Pay Policy was approved by the Board in May 2023. The Chief Officer of the organisation has been appointed by the trustees to manage the day-to-day operations of the charity. In addition, there is an experienced team of paid staff and volunteers who are key to the service offered by the charity. Decisions are made by the Trustee Board in line with the Business Development Plan and are reviewed at least annually. The Chief Officer continues to demonstrate sound leadership of the team, good communication channels both internally and externally remain in place, and strong ties with new and existing partners and funders continue to be developed.

The Senior Management Team meet to review progress against targets and the Charity's financial position and to discuss issues. Reports and recommendations are taken to the full Board for approval, and their implementation is organised by the Chief Officer and the staff team. There are regular staff, volunteer meetings and Senior Management Team meetings which ensure that progress is being made against targets. There is an Annual General Meeting, which involves the staff team, Trustee Board, members, and other stakeholders. In response to the increasing size of the organisation the management team was increased in June 2022 with the appointment of a Casework Services Manager. As part of this appointment the management team reviewed roles and responsibilities, with updated job descriptions and the Deputy Chief Officer role was updated to Business Support Manager.

At March 2023, CAGA was staffed by a Chief Officer, a Business Support Manager, Advice Services Manager, Project Manager, Casework Services Manager, 11 advice staff, 4 advice and training supervisors, 3 administrators and 1 research and campaigns officer (total 17.9 FTE). The office has 45 volunteers overall including:

Pay and remuneration of key management personnel

The trustees consider that the Board of Trustees and the Senior Management Team (SMT) comprise the Senior Management Team are all paid in accordance with the new Pay Policy. Any increases to these scales are approved by the Board on recommendation from the Remuneration sub-committee. The Chief Officers salary is reviewed and approved by the Board separately but in line with the policy set out above.

Related parties

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

inspection. The charity co-operates and liaises with a number of other advisory services, local charities and organisations on behalf of clients. Where one of the trustees holds the position of trustee/director of another charity, or similar position in another organisation, they may be involved in discussions regarding that other organisation but not in the ultimate decision-making process.

Key Risks and uncertainties

A review of corporate risks is carried out on a regular basis and a risk register has been established by the Board. The major risks to which the charity is exposed are assessed and systems put in place to mitigate those risks. The Citizens Advice Performance Quality Framework and the Quality of Advice (QAA) system also assist in identifying and assessing risks.

Currently the key risks to the organisation have been identified as:

Risk Impact Mitigation and Progress
Unable to recruit and keep
quality staff, volunteers and
Trustees		 Unable to meet requirements
for the advice function due to
lack of numbers and skills.		 Defined role specifications and
organisation chart, regular
appraisals, training plans,
succession plans are in place. It is
recognised that the merger may
cause people to be unsettled and
staff stretched due to covering
additional offices. The new Pay
Policy should help support
recruitment and retention.
Loss of funding The withdrawal of funding
means that the provision of
core services or a specific
project would cease.		 Regular reporting to and dialogue
with funders and fundraising
strategy and reserves policy are in
place to ensure orderly shutdown if
necessary. Although the grants
from the key funders at the
Borough councils have been
reduced a more resilient funding
portfolio has been developed to
mitigate the risk.

Factors that are likely to affect the financial performance or position in 2023/24 and further years are as follows.

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

2. Objectives and Activities

Objects

are to promote any charitable purpose for the public benefit by the advancement of education, the protection and preservation of health and the relief of poverty, sickness and distress in particular, but without limitation, for the benefit of the community in Guildford and surrounding areas.

the following.

To provide the advice people need for the problems they face.

.

Our service provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities. We value diversity, promote equality and challenge discrimination.

Ensuring our work delivers our goals

Our Strategic Business Plan set out the direction of CA GA for the three-year period from 1/4/2 ~~2~~ 31/3/25. It provided key information that detailed the strategy itself and how it will be delivered. The plan is a rolling three-year plan moving forward with a detailed plan for the current ye ~~ar~~ (1/4/22 31/3/23) but in outline for years two and three.

The four strategic goals are our vision of what we want to achieve over the next three years. Objectives have been identified to support these goals and the use of key measures against activities enable us to monitor progress against the objectives.

We review our goals, objectives, and activities each year and review progress at the quarterly Board meetings. The annual review seeks to examine our achievements and outcome. Together with the success of individual key projects and the benefits that have been born from them. In carrying out the review we are ensuring that that our goals, objectives and activities are in line with our stated purpose.

Our four strategic goals and the specific objectives for 2022/23 were as follows.

1. Advice

We will radically improve the experience people have when they come to us for help, so everyone leaves with the knowledge and confidence they need to find a way forward. 2022/23 Objective Continue to meet more demand.

2. Research and Campaigns

We will be a stronger voice on the issues that matter most to the people who come to us for help. 2022/23 Objective Establish and develop a research and campaigns team.

3. Sustainability

We will be a sustainable, efficient, collaborative and effective organisation.

2022/23 Objectives Move premises and implement our delivery model for the future. Explore options for working with our neighbouring local Citizens Advice.

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

Embed and improve the efficiency of our business support functions including contracts and technology.

4. People and Culture

We will foster a culture that is collaborative, generous and empowering. Through this, we will promote well-being, champion equality, diversity and inclusion and challenge discrimination. 2022/23 Objectives - none

Guildford, Ash and Waverley

A paper was prepared by the Chair and Chief Officer of CAGA to support a decision of whether to proceed with the business case to merge with Citizens Advice Waverley. This paper was presented to the Board at their meeting on 8 August 2022. The paper outlined the main considerations for the merger as follows.

The paper was approved, and a working party was then established and consisted of the Chair, Chief Officer and an additional Trustee from both Guildford and Ash and Waverley plus a Strategic Change Consultant from national Citizens Advice. A period of due diligence was then undertaken as well as consideration of the structure of the merge, which recommended that due to existing liabilities Waverley transferred their asset and liabilities to CAGA. It was decided to appoint a third-party consultant to prepare the Business Case. The Business Case was completed by the end of 2022 and the CAGA Board met on 10 January 2023 to discuss the business case. Some of the key benefits were felt to be as follows.

At the meeting the Board unanimously approved to proceed with the merger, with the caveat that the following four criteria needed to be resolved before the merger could be completed.

  1. The leases for the four Waverley offices to be agreed.

  2. The TUPE processes to be followed and completed in full with staff.

  3. The separation of the Domestic Abuse service from Citizens Advice Waverley to its own standalone charity

  4. Securing the provision of additional resources to support the transition period.

  5. 8 -

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

It had been originally expected that the existing leases on the four premises occupied by Citizens Advice Waverley would be assigned over to CA SWS . However, this was not the case, and new leases were required for three of the four properties. This extended the timescale and, despite best endeavors from all sides, the initial target date of 31 March 2023 could not be met. A new target date of

31 May was agree and the merger took effect from 1 June 2023. The new organisation remains legally Citizens Advice Guildford but has adopted the trading name of Citizens Advice South West Surrey (CASWS). The name will be legally changed in due course.

How our activities deliver public benefit

the activities undertaken by the local Citizens Advice during the year. Our main activities and who we try to help are described below. All our charitable activities focus on providing the advice people need for the problems they face and are undertaken specifically to provide public benefit. The trustees are satisfied that the information provided in the report and accounts meets the public benefit reporting requirements.

3. Achievements and Performance

Advice and Information Services

The main areas of charitable activity are:

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

Progress against Objectives

There were five key objectives set for the year and the progress against each was as follows.

1. Advice - Continue to meet more demand

We continued to progress our work on meeting more demand this year, including training groups to increase volunteer numbers, as well as diversifying our roles. This included developing new Advice Assistant roles and clear learning pathways and sign off processes for receptionists, caseworkers, and progress from assessor to adviser. We also invested in 2 (1.6 FTE) paid trainee assessor/adviser to help increase capacity and support succession planning for future roles in the organisation. These roles are ongoing, supporting clients.

Whilst we had aimed to increase our volunteer numbers and have had a significant number of new starters trained this year, we continue to struggle with increasing our overall numbers due to higher turnover than pre-pandemic with many volunteers working with us for shorter periods than previously. The impact of increasing demand for our services and the Cost-of-Living crisis has also impacted our ability to increase the overall percentage of client calls we can answer despite the absolute number answered locally increasing by 24% in 2022/23 (21/22 2,262 vs 22/23 2,805). We have also increased the overall number of clients supported across the service this year by 8%.

2. Research and Campaigns - Establish and develop a research and campaigns team

After a long period of not finding the right candidate, we were finally successful in recruiting a Research, Development and Campaigns Officer. This had a positive impact on raising awareness of issues, both internally and externally. Evidence forms have continued to be completed and advice issue codes are Leadership Self Assessment.

3. Sustainability - Move premises and implement our deliver model for the future

As described above, the merger and the transfer of additional premises impacted on the work already completed on the Service Delivery Model. As a result, the search for new premises was put on hold whilst the merger completed. Prior to this, a number of premises were inspected with one in particular appearing to be ideal. However, a covenant on the lease meant that we were unable to progress this, and no other premises were as suitable. This work is one of the projects which has been assigned to the additional transition resource.

4. Sustainability Explore options for working with our neighbouring local offices

As described above, the merger with Citizens Advice Waverley took effect from 1 June 2023. Greater ties have been formed with the Chief Officers and Chairs from the other Surrey Local Citizens Advice as evidenced by the Chief Officer being appointed as Chair of the Surrey LCA CO forum at the beginning of 2023.

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

5. Sustainability Embed and improve the efficiency of our business support functions including contracts and technology

Following the merger with Citizens Advice Ash, a number of improvements were made to the efficiency of our business support functions including:

Contribution of volunteers and paid staff

The charity success could not have been achieved without the hard work and dedication of volunteers and staff. The Trustee Board and Senior Management Team recognise the tremendous contribution our clients and administering the service, without which the organisation could not operate.

Throughout 2022/23 the service employed 24 paid workers (17.9FTE) (2021/22: 22 paid workers, 15FTE), and had 45 volunteers (2021/22: 54 volunteers).

Volunteers represent the indispensable core of the service for without them there would not be a Citizens Advice service. The volunteers contribute, on average, 270 hours per week. This may be expressed as an annualised value of £160,540. However, their value is inadequately expressed in monetary terms. Indeed, volunteers bring many skills to the service and very often the experience gained helps individuals return to full employment.

CAGA continue to work hard to review our approach to attracting and keeping volunteers, including through our partnership with University of Surrey and University of Law, as well as diversifying where we have advertised and recruited volunteers from. It is our intention to consistently monitor our approach to training, to provide an accessible and welcoming place to volunteer.

Who used and benefited from our services?

During the reporting year 4,343clients (2021/22: 4,232) benefited from the services of CAGA generating 26,197 activities (2021/22: 20,683). We supported people with 14,923 issues (2021/22: 13,209) and advised on any issue that they may face, however, our most common enquiry area was welfare benefits and tax credits which makes up a total of 45% of the issues we have supported on.

The service helps clients to secure successful outcomes to their problems. 73% of clients told us that the possible without the support we gave. Client outcomes were up from £2.6 million in 2021/22 to £9.1 million in 2022/23. This includes £4.9million written off for a single client through bankruptcy. Even when excluding this outcome, this represents a 40% increase in outcomes this year across the service.

For every £1 invested this represented £2.50 in fiscal benefits, £17.50 in public value and £8.98 in value to the people we help. The service helps clients to secure successful outcomes to their problems.

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

Clients continue to present with multiple problems and on average clients are presenting with 3.4 issues each. On average, we undertake 6 activities for every client, this includes all contacts with the client as well as action with any third parties.

Alongside the financial benefits to clients, information and advice has a significant impact on improving 2% of clients told us as a result of our help they felt less stressed, depressed or anxious, and 46% said the help we gave improved their physical health.

Factors affecting the achievement of objectives

Maintaining sufficient funding to continue delivering the service remains a continual challenge. We are making sure that we invest in fundraising through the development of our friends of group and continue to diversify our approach to ensure we are delivering the most cost-effective service we possibly can. This is not about simply cutting costs, it is about delivering a service that genuinely meets

The complexity of the issues that clients are facing, and the additional challenges that clients are experiencing, places additional demands on the service. This has been a particular challenge this year with increases in people needing support due to the cost of living, as well as challenge where often our support cannot solve negative budgets beyond solving debts and crisis support. Where people are vulnerable, it is essential that we offer support in a person-centred way and whilst necessary this can be resource intensive.

We also continue to be impacted by recruitment challenges both for staff and volunteers. This is particularly acute for recruiting staff who are already trained and as a result we have been training more people in-house.

4. Financial Review

The financial results of the company for the year are set out in detail on pages 17 to 31. Total income in the year was £722,268 (2021/22 £693,592). Of this £420,246 (2021/22 £289,164) related to project restricted activities.

A surplus of £12,974 was made in the year (2021/22: surplus £186,013). At 31 March 2023, total reserves were £580,041 (2021/22: £567,067) of which £367,427 represented unrestricted funds (2022: £387,218).

Principal funding sources

The trustees extend their gratitude to Guildford Borough Council who continue to support the core operating capacity of the organisation, but which unfortunately do not meet the entire operating costs of the charity.

To meet these costs in full, CAGA is dependent upon the receipt of additional project-specific funding from other sources, or donations, in order to supplement local authority funding. The trustees also extend their gratitude to Macmillan Cancer Support, Surrey Heartlands Health and Care Partnership,

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

Guildford and Waverley Healthcare Alliance, The Money and Pensions Service, the Fountain Centre, Surrey County Council and The Brain Tumour Charity. The trustees believe that at present the charity has sufficient resources to fulfil its charitable obligations. However, they appreciate there is an unfulfilled need for the charity's services.

Designated funds

The trustees regularly review the requirements for the development of the organisation. The designated funds are used to where specific key areas of development expenditure have been identified. The current areas for investment are: investment in developing our research and campaigning activity, succession planning for advice resources, a move from the office at Haydon Place to more suitable accommodation and additional development expenditure anticipated as a result of the merger with Citizens Advice Waverley which took place after the balance sheet date. Information on the movement in the designated funds is included in note 11 to the accounts. It is expected that these funds will be spent over the next one-two years.

Reserves policy

The trustees have established a policy which is reviewed annually, whereby the unrestricted funds not committed or invested in tangible fixed assets ('the free reserves') held by the charity should represent the equivalent of 5-6 months of annual expenditure, equates to approximately £304k to £365k (2022: £314k to £377k). At this level, the Trustee Board feel that they would be able to continue, at least temporarily, the current activities of the charity in the event of a significant drop in funding. In these circumstances it would obviously be necessary to consider how additional funding could be secured or alternatively the organisation's activities restricted in order to reduce expenditure. Total funds held at year end are £580,041 (2022: £567,067) comprising unrestricted reserves £367,427 (2022: £387,218), restricted reserves £53,903 (2022: £33,228) and designated reserves £158,710 (2022: £146,621). Free reserves at the year end, as described above, are £366,619 (2022: £385,733). Although this is slightly higher than the target it is anticipated that the surplus will be utilised in the next year. Restricted reserves held at the year-end represent funding for on-going projects in accordance with agreements with funders. The use of any unspent funds at the end of a project has to be agreed with funders and may have to be repaid.

Proposed dividends

The Memorandum of Association does not permit the payment of a dividend.

Taxation status

The company is a registered charity and, as such, is entitled to exemption from United Kingdom taxation under the Income and Corporation Taxes Act 1988.

Going Concern

After making appropriate enquiries, the Trustees have a reasonable expectation that the company has adequate resources to continue in operational existence for the foreseeable future. For this reason, they continue to adopt the going concern basis in preparing the financial statements.

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

5. Future Plans

CAGA aims to continually improve access to its services and meet the needs of its clients whilst maintaining a high-quality service. Developing a sustainable service that meets the needs of our clients remains the priority of the Trustee Board for 2023/24.

The focus on the coming year will be the transition from two organisation to one, post-merger. It has been recognised, from our experience with the Ash merger, that there needs to be a period of familiarisation and learning before any significant changes should be made. Therefore, in their first strategy meeting as a new organisation, the new Board agreed that whilst maintaining the current service levels, the objectives for 23/24 should focus on bringing the two organisations together. To achieve this, the following four objectives were identified for 2023/24.

  1. Coming together so it feels like one organisation.

  2. Continuing to improve services by learning from each other and developing a shared delivery model for local communities.

  3. Building our relationships and community profiles as CASWS.

  4. Improving our financial stability through securing funding and bringing together seamless support services.

The specific activities to achieve these objectives have been described in detailed workplans that are updated regularly by the Senior Management Team and reviewed by the Board at their quarterly meetings. Most of the activities have defined outputs.

In addition, 21 performance indicators have been defined to monitor progress of service delivery (ten indicators), organisational performance (eight) and research and Campaigns (three).

The annual report was approved by the trustees of the charity on 3/10/23 a nd signed on its behalf by

Paul Jarrett Chair of Trustees

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

responsibilities

The trustees and directors are responsible for preparing the Annual Report and the financial statements in accordance with applicable law and regulations.

Company and charity law requires the trustees and directors to prepare financial statements for each financial year. Under that law, the directors have elected to prepare the financial statements in accordance with United Kingdom Generally Accepted Accounting Practice (United Kingdom Accounting Standards and applicable law). Company law requires that the trustees and directors must not approve the financial statements unless they give a true and fair view of the state of affairs of the company and of the surplus or deficit of the charitable company for that period. In preparing those financial statements, the trustees are required to:

ptions

provided by section 415A of the Companies Act 2006.

Paul Jarrett Chair of Trustees

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

Independent Examiners Report

I report to the trustees (who are also Directors for the purpose of company law) on my examination year ended 31 March 2023 which comprise the Statement of Financial Activities, the Balance Sheet, the Statement of Cash Flows and related notes.

Charities matters I am required to state to them in this report and for no other purpose. To the fullest extent permitted by law, I do not accept or assume responsibility to anyone other than the charity and the

Responsibilities and basis of report

As the trustees of charitable company you are responsible for the preparation of the financial Having satisfied myself that the financial statements of the charitable company are not required to be audited under Part 16 of the Act and are eligible for independent examination, I report in respect applicable Directions given by the Charity Commission under section 145(5)(b) of the 2011 Act. An independent examination does not involve gathering all the evidence that would be required in an audit and consequently does not cover all the matters that an auditor considers in giving their opinion on the financial statements. The planning and conduct of an audit goes beyond the limited assurance that an independent examination can provide. Consequently I express no opinion as to whether the financial statements pr

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

I have no concerns and have come across no other matters in connection with the examination to which attention should be drawn in this report in order to enable a proper understanding of the financial statements to be reached.

AM Skilton ACA

Brewers, Chartered Accountants Bourne House, Queen Street, Gomshall, Surrey GU5 9LY Date: 16th October 2023

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

Statement of Financial Activities

Incorporating the income and expenditure account current year

No separate statement of Total Recognised Gains and Losses has been presented as all such gains and losses have been dealt with above. The results for the year derive from continuing activities.

Notes
INCOME FROM:
Donations and Legacies
3
Charitable activities
4
Other
5
TOTAL INCOME
EXPENDITURE ON:
Charitable activities
Other
TOTAL EXPENDITURE
6
NET (EXPENDITURE)/INCOME
Transfer Between Funds
NET MOVEMENT IN FUNDS
Total Funds Brought Forward
TOTAL FUNDS CARRIED
FORWARD		 2023
Restricte
d
Funds
£
-
420,074
172
420,246
399,544
-
399,544
20,701
(26)
20,675
33,228
53,903		 2023
Designat
ed
Funds
£
-
-
-
34,562
-
34,562
(34,562)
46,651
12,089
146,621
158,710		 2023
Unrestric
ted
Funds
£
9,680
287,595
4,747
302,022
275,188
-
275,188
26,834
(46,625)
(19,791)
387,218
367,427		 2023
Total
£
9,680
707,669
4,919
722,268
709,294
-
709,294
12,974
-
12,974
567,067
580,041		 2022
Total
£
128,716
547,732
17,144
693,592
507,579
-
507,579
186,013
-
186,013
381,054
567,067

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

Statement of financial activities

Incorporating the income and expenditure account prior year

Notes
INCOME FROM:
Donations and Legacies
3
Charitable activities
4
Other
5
TOTAL INCOME
EXPENDITURE ON:
Charitable activities
Other
TOTAL EXPENDITURE
6
NET
(EXPENDITURE)/INCOME
Transfer Between Funds
NET MOVEMENT IN FUNDS
Total Funds Brought
Forward
TOTAL FUNDS CARRIED
FORWARD		 2022
Restricte
d
Funds
£
5,678
283,486
-		 2022
Designat
ed
Funds
£
-
-
-		 2022
Unrestricted
Funds
£
123,038
264,246
17,144		 2022
Total
£
128,716
547,732
17,144		 2021
Total
£
34,769
401,077
2,329
289,164
266,769
-
266,769		 -
-
-		 404,428
240,810
-
240,810		 693,592
507,579
-
507,579		 438,175
364,522
-
364,522
22,395
9,516
31,912
1,316
33,228		 -
59,621
59,621
87,000
146,621		 163,618
(69,137)
94,480
292,738
387,218		 186,013
-
186,013
381,054
567,067		 73,653
-
73,653
307,401
381,054

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

Statement of cash flows

Net cash used in operating activities
Net movement in funds for the reporting period
Adjustments for:
Depreciation Charges
Decrease/(increase) in debtors
(Decrease)/increase in creditors
Net cash (used by)/provided by operating activities
Cash flows from investing activities
Purchase of office equipment
Proceeds of fixed asset disposals
Total net cash (used by)/provided by operating and investing activities
Cash and cash equivalents at the beginning of the year
Total cash and cash equivalents at the end of the year		 2023
£
12,974
677
8,978
(50,007)
(27,379)
-
-
(27,379)
698,687
671,309		 2022
£
186,013
1,702
(23,429)
4,412
168,698
(1,175)
(1,175)
167,523
531,164
698,687

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

Balance sheet current year

ce sheet current year
Notes
FIXED ASSETS
Tangible fixed assets
7
CURRENT ASSETS
Debtors
8
Cash at bank
CREDITORS: amounts falling due within one year
9
NET CURRENT ASSETS
TOTAL NET ASSETS
FUNDS
Unrestricted Income funds
11
Designated funds
11
Restricted Income funds
11
TOTAL CHARITY FUNDS
11		 2023
£
808
37,800
671,309
709,109
(129,876)
579,233
580,041
367,427
158,711
53,903
580,041		 2022
£
1,485
46,778
698,687
745,465
(179,883)
565,582
567,067
387,218
146,621
33,228
567,067

For the year ended 31 March 202 the company was entitled to exemption from audit under section 477 of the Companies Act 2006 relating to small companies. The members have not required the charitable company to obtain an audit of its accounts for the year in question in accordance with s476 of the Act. At the last Annual General Meeting on 31 October 2022 the members required the company to obtain an independent examination in accordance with section 145 of the Charities Act 2011. The Trustees acknowledge their responsibilities for ensuring that the charity keeps accounting records which comply with section 386 of the Act and for preparing financial statements which give a true and fair view of the state of affairs of the company as at the end of the financial year and of its incoming resources and application of resources, including its income and expenditure, for the financial year in accordance with the requirements of sections 394 and 395 and which otherwise comply with the requirements of the Companies Act 2006 relating to financial statements, so far as applicable to the company. These financial statements have been prepared in accordance with the provisions applicable to companies subject to the Small Companies regime.

Approved by the board of trustees on and signed on its behalf by:

~~.........................~~ ................................................ P Jarrett Chair C Johns Treasurer Company Registration No. 03258272 Charity Registration No. 1061067

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

NOTES TO THE FINANCIAL STATEMENTS

1. LEGAL STATUS

Citizens Advice Guildford and Ash (the operating name of Citizens Advice Guildford) is a charitable company limited by guarantee and has no share capital. The registered address is 15-21 Haydon Place, Guildford, GU1 4LL. company was incorporated in England and Wales and meets the definition of a public benefit entity under FRS 102.

2. ACCOUNTING POLICIES

Basis of Accounting

The financial statements have been prepared under the historical cost convention and in accordance with applicable accounting standards, the Statement of Recommended Practice: Accounting and Reporting by Charities SORP (FRS102) and the Companies Act 2006. The financial Statements are prepared in sterling which is the functional currency of the charity. Monetary amounts in these financial statements are rounded to the nearest £.

Preparation of the Accounts on a Going Concern Basis

At the time of approving the financial statements, based on the projections for at least the next 12 months, the trustees have a reasonable expectation that the organisation has adequate resources to continue in operational existence for the foreseeable future. Therefore, the trustees continue to adopt the going concern basis of accounting in preparing the financial statements.

Income

All grants and donated income are accounted for where there is entitlement, probability of receipt and the amount can be measured with reliability. Such income is only deferred when (i) the donor has imposed conditions which must be met before the charity has unconditional entitlement, or (ii) when the donor specifies that the grant or donation must only be used in future accounting periods.

Investment Income

Interest has been accounted for on a receivable basis.

Expenditure

Direct charitable expenditure comprises all expenditure directly is accounted for on an accruals basis and has been classified under headings that aggregate all costs related to the category. Support costs (including Governance costs) have been apportioned on the basis of direct staff and as shown in note 6a.

Financial Instruments

The charity only has financial assets and liabilities of a kind that qualify as basic financial instruments. Basic financial instruments are initially recognised at transaction value and subsequently measured at their settlement value.

Fixed Assets

Fixed assets are included at cost and depreciation is provided to write off the cost less the estimated residual value of tangible fixed assets by equal instalments over their estimated useful lives as follows:

Leasehold improvements unexpired period of lease
Fixtures, fittings and furniture 5 years
Office equipment 4 years
`

Expenditure below £1,000 (2022: £1,000) on an individual asset is not capitalised and impairment reviews are

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

considered annually.

Pension Costs

The pension costs represent the contributions made to personal pension schemes for staff members. Payments to defined contribution retirement benefit schemes are charged as an expense as they fall due. The pension cost for the year was £11,091 (2022: £7,797).

Fund Accounting

Unrestricted funds can be used in accordance with the charitable objects at the discretion of the trustees. Designated funds are unrestricted funds which the trustees have decided to set aside to use for a specific purpose. Restricted funds comprise income received for a restricted project and against which appropriate expenditure is allocated.

Critical judgements

In the application of the company and assumptions about the carrying amount of assets and liabilities that are not readily apparent from other sources. The estimates and associated assumptions are based on historical experience and other factors that are considered to be relevant. Actual results may differ from these estimates.

The estimates and underlying assumptions are reviewed on an ongoing basis. Revisions to accounting estimates are recognised in the period in which the estimate is revised where the revision affects only that period, or in the period of the revision and future periods where the revision affects both current and future periods.

It is considered that a critical judgement having the most significant effect on amounts recognised in the financial statements is in relation to the allocation of support costs across general advice services and projects. Support costs are allocated in proportion to the direct charitable activity costs.

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

3. DONATIONS AND LEGACIES

Donations and Legacies
Donations and gifts		 Restricted
£
-
-		 Unrestricted
£
9,680
9,680		 2023
£
9,680
9,680		 2022
£
128,716
128,716

2022 donated goods and services included £123,808 of assets that were donated to the charity from Ash Citizens Advice Bureau. On 1st January 2022, the assets and liabilities of Ash Citizens Advice Bureau were transferred over to Citizens Advice Guildford.

4. INCOME FROM CHARITABLE ACTIVITIES

Generalist Advice
Cancer Support
Mental Health Support
Homelessness Prevention
Help to Claim - From National Citizens
Advice
Money Advice
Total income from charitable activities		 Restricted
£
10,000
135,621
68,000
109,861
825
95,767
420,074		 Unrestricted
£
287,595
-
-
-
-
-
287,595		 2023
£
297,595
135,621
68,000
109,861
825
95,767
707,669		 2022
£
289,246
128,152
48,000
-
27,788
54,546
547,732

Local authority grants totalling £275,000 were received from Guildford Borough Council who continue to support the core operating capacity of the charity.

5. OTHER INCOME

Other unrestricted income
Investment income
Bank interest received
Rent		 Restricted
£
172
-
-
172		 Unrestricted
£
2,755
1,992
-
4,747		 2023
£
2,927
1,992
-
4,919		 2022
£
15,563
331
1,250
17,144

Other income includes income from fundraising activities such as the Legal Walk and quiz night.

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

6. ANALYSIS OF EXPENDITURE

Charitable Activity
General Advice
Cancer Support
Mental Health Support
Homelessness Prevention
Help to Claim
Money Advice		 Total
Total
Restricted
Unrestricted
2023
Restricted
Unrestricted
2022
£
£
£
£
£
£
4,829
309,750
314,578
24,931
240,810
265,741
125,592
-
125,592
102,564
-
102,564
67,227
-
67,227
50,196
-
50,196
108,305
-
108,305
-
-
-
-
-
-
28,811
-
28,811
93,592
-
93,592
60,267
-
60,267
399,544
309,750
709,294
266,769
240,810
507,579

6a ANALYSIS OF EXPENDITURE ON CHARITABLE ACTIVITES - CURRENT YEAR

Allocation
/Apportionment
*Basis
Direct costs
Salaries (including
temp staff)
Direct
Staff & volunteers
Direct
Office costs
Direct
Governance costs
Direct
Other Costs
Direct
Support Costs
Salaries (including
temp staff)
Staff & volunteer
hours
Staff & volunteers
Staff & volunteer
hours
Office costs
Staff & volunteer
hours
Governance costs
Staff & volunteer
hours
Other Costs
Staff & volunteer
hours
Total Expenditure on charitable
activities*		 General
Advice
Cancer
Support
Mental
Health
Suppor
t
Homeless
ness
Preventio
n
Money
Advice
2023
£
£
£
£
£
£
113,690
86,487
45,671
73,555
55,801
375,204
6,753
1,318
894
104
1,035
10,103
4,977
573
401
1,031
1,696
8,677
5,464
-
-
-
-
5,464
2,178
-
-
-
9
2,187
133,062
88,378
46,965
74,690
58,540
401,635
92,354
18,949
10,235
17,285
18,012
156,836
3,576
706
415
587
616
5,900
34,431
7,049
3,857
6,405
6,718
58,460
4,416
873
502
856
913
7,561
46,739
9,637
5,254
8,481
8,793
78,903
181,517
37,214
20,262
33,615
35,052
307,659
314,579
125,592
67,227
108,305
93,592
709,294

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

ANALYSIS OF EXPENDITURE ON CHARITABLE ACTIVITES - CURRENT YEAR continued

Expenditure on Charitable
Activities
General Advice
Cancer Support
Mental Health Support
Homelessness Prevention
Help to claim
Money Advice
Total Expenditure on Charitable Activities
Other
Governance Costs		 Direct
Support
2023
2022
Charitable
Activities
Total
Total
Activities
£
£
£
£
127,598
177,101
304,699
257,885
88,378
36,341
124,719
101,817
46,965
19,760
66,725
49,753
74,690
32,759
107,449
-
-
-
-
28,443
58,540
34,139
92,679
59,707		 Direct
Support
2023
2022
Charitable
Activities
Total
Total
Activities
£
£
£
£
127,598
177,101
304,699
257,885
88,378
36,341
124,719
101,817
46,965
19,760
66,725
49,753
74,690
32,759
107,449
-
-
-
-
28,443
58,540
34,139
92,679
59,707
396,171
300,099
696,270
497,606

13,024
9,973
709,294
507,579
13,024 9,973
709,294 507,579

TOTAL

NATURAL CLASSIFICATION OF RESOURCES EXPENDED

Staff
Premises
Telephone
Travel
Training
Other
Depreciation
T
TOTAL		 2023
2022
£
£
532,040
354,792
80,834
70,679
6,922
1,367
1,350
293
5,541
8,436
47,078
43,249
677
1,702
34,852
27,061
709,294
507,579

GOVERNANCE COSTS

2023 2022
£ £
Strategic Management 7,580 5,374

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

AGM and Other Expenses
TOTAL		 4,840
4,120
604
478
13,024
9,973

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

7. TANGIBLE FIXED ASSETS

Cost 1 April 2022
Addition
Disposals
Cost 31 March 2023
Depreciation 1 April 2022
Charge for the year
Disposals
Depreciation 31 March 2023
NBV as at 31 March 2023
NBV as at 31 March 2022
8. DEBTORS
Debtors
Prepayments
Other Debtors
9. CREDITORS
Accruals
Other
Taxes and Social Security Costs		 Unrestricted
Funds
Office
Equipment
£
7,823
-
-
7,823
6,338
677
-
7,015
808
1,485
2023
£
29,116
2,340
6,343
37,800
2023
£
48,025
80,140
1,710
129,876		 Unrestricted
Funds
Office
Equipment
£
7,823
-
-
Unrestricted
Funds

Fixtures &
Fittings
£

-
-

-

-

-
-
-
-
-
2022
£
37,453
9,325
-
46,778
2021
£
31,460
141,180
7,243
179,883		 Total
£
7,823
-
-
7,823 7,823
6,338
677
-		 6,338
677
-
7,015 7,015
808
1,485

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

10. INFORMATION REGARDING TRUSTEES, DIRECTORS AND EMPLOYEES

No employees (2022: 0) received remuneration in excess of £60,000. The average weekly number of employees paid by the organisation during the year was 24 (2022: 17), calculated on the basis of full-time equivalents this is 19 (2022:12). The total weekly number of employees paid by the organisation was 31 (2022: 27).

Wages and Salaries
Social security costs
Pension costs		 2023
£
486,711
34,237
11,091
532,040		 2022
£
326,243
20,751
7,797
354,792

----- Start of picture text -----
s role within
2023 2021
Pension Costs Allocation to Funds: £ £
Unrestricted 3,963 3,086
Restricted 7,128 4,711
11,091 7,797
----- End of picture text -----

the organisation.

The key management personnel comprise the trustees, Chief Officer, deputy managers, office administrator and supervisors. The total employee benefits of the key management personnel were £167,211 (2022: £138,619).

None of the trustees/directors received any remuneration during the period for their services to the Charity. However, one trustee has claimed a total of £32 (2022: £0) for reimbursement of expenses incurred while performing services for the Charity.

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

11. MOVEMENT IN FUNDS

Restricted funds:
General Advice
Cancer Support
Mental Health Support
Mental Health Project: CFS
Homelessness Prevention
Help to Claim
Money Advice: MaPS
Money Advice: Other
Restricted Funds
Designated Funds
Unrestricted Funds
TOTAL FUNDS		 Balance at
31/03/2022
£
69
25,589
-
1,175
-
-
-
6,396
33,228
146,621
387,218
567,067		 Income
£
10,000
135,621
68,090
-
109,861
825
45,767
50,082
420,246
-
302,022
722,268		 Expenditure
£
4,829
125,592
65,253
1,974
108,305
-
44,063
49,529
399,544
34,562
275,188
709,294		 Transfer
£
-
-
-
799
-
(825)
-
-
(26)
46,651
(46,625)
-		 Balance at
31/03/2023
£
5,240
35,618
2,837
-
1,556
-
1,704
6,948
53,903
158,711
367,427
580,041

Restricted Funds: grants and donations given for specific purposes.

Cancer Support: advice to cancer patients and their families funded by Macmillan Cancer Support and The Fountain Centre.

Mental Health Project: provision of advice to people with mental health problems funded by Surrey Heartlands CCG, Guildford and Waverley Integrated Care Partnership and the Community Foundation for Surrey. Money Advice: increased capacity funding to train a specialist debt adviser funded by MaPS and support to people at risk of homelessness funded by Guildford Borough Council.

Designated Funds

In previous years the trustees reviewed the requirements for development of the organisation and identified three key areas, investment in developing our research and campaigning activity, succession planning for advice resources and a move from the office at Haydon Place to more suitable accommodation. The estimated cost of these three projects totalled £146,621.

In the year to 31 March 2023 there was a total of £34,562 of expenditure on these projects. It is expected that expenditure on these projects will continue in the following 1 to 2 years.

An additional amount of £46,651 has been allocated to designated funds as at 31 March 2023. This is intended to cover costs associated with the merger with Citizens Advice Waverley which is not considered to be part of the normal operational expenditure of the organisation. Information about the merger, which took place after

Unrestricted Funds

The core service income includes funding from Guildford Borough Council for the provision of a general advice service in the Guildford area.

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

12. ANALYSIS OF NET ASSETS BETWEEN FUNDS

Unrestrict
ed		 Designated Restricte
d		 2023 2022
Funds Funds Funds Total Total
£ £ £ £ £
Funds are represented by:
Tangible fixed assets 808 808 1,485
Current assets 355,314 158,711 195,083 709,109 745,466
Current liabilities (64,736) (65,140) (129,876 (179,883)
291,386 158,711 129,943 580,041 567,067

13. TAXATION

The company is a registered charity and, as such, for taxation purposes, is entitled to exemption from United Kingdom taxation under the Income and Corporation Taxes Act 1988 and may recover income tax deducted from its investment income.

14. RELATED PARTY TRANSACTIONS

There have been related party transactions during the year between Guildford Citizens Advice Bureau and Citizens Advice in relation to information services. None of the trustees received any remuneration during the year and none claimed reimbursement of travel expenses (see note 11).

15.

The company is limited by guarantee all members having a liability not exceeding £1 per member.

16. OPERATING LEASE COMMITMENTS

At the reporting date, the company had outstanding commitments for future minimum lease payments under non-cancellable operating leases, which fall due as follows:

Within one year 2023
2022
£
£
53,400
53,400

A total of £53,400 (2022: £44,265) was expensed in the year relating to the lease of Haydon Place, Guildford at £41,400, and payment to Ash Parish Council at £12,000.

The lease at Haydon Place was renewed on 1 January 2021 for a three-year term with a break clause allowing us to serve three mo

a five-

Citizens Advice South West Surrey Annual Report and Accounts For the Year Ended 31 March 2023

17. CONTINGENT LIABILITIES

There were no contingent liabilities on 31 March 2023 or 31 March 2022.

18. FINANCIAL INSTRUMENTS

At the balance sheet date the Charity held the following financial instruments:

NANCIAL INSTRUMENTS
t the balance sheet date the Charity held the following financial		 instruments:
2023 2022
£ £
Financial assets measured at amortised cost
Net Trade Debtors 29,116 37,454
Other Debtors 6,343 -
Cash at bank and in hand 671,309 698,687
Financial liabilities at amortised cost
Trade creditors - -
Accruals 48,025 31,460
Other creditors 80,140 141,180

Income, expense, gains and losses in respect of these financial instruments were:

2023 2022
£ £ £ £ £ £
Income Expense Gains/ Income Expense Gains/
(losses) (losses)
Financial assets at amortised cost
Interest on cash balances 1992 - - 331 - -

Year End Statutory Accounts to 31 March 2023 Final Audit Report 2023-10-03 Created.. 202&1￿03 By.. Rachd Safftett (ra￿.Saffretl&￿lIdfl￿dL3b.￿9.Uk> Status.. &gned Transaction 10.. "Year End Statutory Accounts to 31 March 2023" History Document created by Rachel Saffrett {rachel.saffrett@guildfordcab.org.ukl 2023-10-03- 12..15..12 PM GMT- IP address.. 86.143.149.254 . Document emailed lo paul.jarrett@casws.org.uk for signature 2023-10-03- 12..16."58 PM GMT Email viewed by paul.jarrett@¢asws.org.uk 2023.10-03. 1'.47'.01 PM GMT- IP addr￿.. 104.47.85.126 Signer paul.jarrett@casws.org.uk entered name al signing as PlJarrett 2023-10-03- 1'.49..02 PM GMT- IP Jdress'. 86.165.26.170 Document e-signed by PlJarrett 1paul.jarrett@casws.org.ukl s￿nature Date.. 202>1￿03- 1..49..04 PM GMT- Time Source.. ￿￿- IP adress.. 86.165.26.170 P. Document emailed lo clare.johns@casws.org.uk for signalu 2023-1￿03- 1..49..05 PM GMT Email viewed by clare.johns@casws.org.uk 2023-10-03- 5'.24'.19 PM GMT- IP address." 31.94.73.118 Signer clare.johns@casws.org.uk entered name al signing as Clare Johns 2023.10-03. 7..33..52 PM GMT. IP aJdre5s'. 81.108.41.234 Document e-signed by Clare Johns Iclare.johns@casws.org.uk) S￿nature Date.. 202>1fy03- 7..33..54 PM GMT- Tiry S￿￿.. IP *dress'. 81.108.41.234 Agreement completed. 2023-10-03- 7'.33.'54 PM GMT Adobe Acrobat Sign