COMPANY REGISTRATION NUMBER: 03204218 CHARITY REGISTRATION NUMBER: 1062219 Wiltshire Citizens Advice Company Limited by Guarantee Financial Statements 31 March 2024 Wiltshire Citizens Advice Company Limited by Guarantee Financial Statements Year ended 31 March 2024 Page Trustees, annual report (incorporating the director's report) Independent auditor's report to the members Statement of financial activities (including income and expenditure account) Statement of financial position 15 16 Statement of cash flows 17 Notes to the financial statements 18 Wiltshire Citizens Advice Company Limited by Guarantee Trustees. Annual Report (Incorporating the Director's Report) Year ended 31 March 2024 The trustees, who are also the directors for the purposes of company law, present their report and the financial statements of the charity for the year ended 31 March 2024. Chalrfs report The Citizens Advice organisation celebrates its 85th anniversary this year, having become a nationally recognised brand of unbiased information and advice across a broad spectrum of issues. With offices and local contact points across the country we continue to provide a free service that has helped millions of people across recent years. Assistance is provided by many thousands of employees and volunteers within local Citizens Advice (LCAS) operations, offering similar to our own organisation in Willshire. It is the selfless involvement of volunteers who train with us and give their valuable service5 that allow us and other LCAS to help our clients who look to us for help. At the end of the previous millennium there were around 400 independent local Citizens Advice charities in England and Wales, but due to resource, operational and financial issues there have been many mergers and reorganisations that have reduced this to 252 at the end of this financial year. WCA is within the ten largest LCAS, and has been seen as a leader in terms of operational effectiveness and efficiencies, initiatives and compliance. Within Wiltshire, over the last year, we have experienced a challenging period for our organisation, with a 5 % increase in overall funding and a smaller increase of .5 % in expenditure but with reduced reserves due to the previous year's deficit of £104,600. Consequently, this gave us limitations that clearly, we had to manage from day one. We had 52 paid employees vs 60 the previous year, but with an increased level of hours paid due to a FTE {full time equivalent) of 48 people vs 45 the previous year. We provided assistsnce to 12,186 people with 37,456 issues during the year, which was approximately 150/0 lower than the previous year. Whilst we were able to help less people than the year before, we handled more issues per person. Clearly our specialist resource level was a factor that impacted on this, but several client cases involved more complex issues and situations, particularly issues of debt and other problems due to severe 'cost of living, rises, increases in fuel and general taxation and double-digit inflation. The three main areas that we assisted clients within Wiltshire were benefits, such as PIP and Universal credit, Housing and homelessness and managing money, including budgeting, debt and food guidance. Additionally, we have been working with 6 foodbanks across the county, along with providing drop-in sessions at Doorway, Chippenham that supports homeless people. Wiltshire Citizens Advice Company Limited by Guarantee Trustees, Annual Report (Incorporating the Director's Report) (continued) Year ended 31 March 2024 It has been apparent that the level of personal debt and negative equity has grown over the last 12-18 months due to continual monthly increases in interest rates, led by the Bank of England, often leading to unmanageable rent and mortgage increases, further loaded down with alarming increase5 in energy and food prices, and generally high inflation. At the time of writing this annual report, inflation is down to around 2.OD/o, the energy cap has been reduced by 70/0 and previously forecast increases to interest and mortgage rates are now showing reverse trend. However, there are still many people within our region who have no savings or reseNes, or are managing debt and are living from payday to payday. Also there has been a change in UK government to Labour, with a large majority that should, according to their manifesto, look to help more people with 'cost of living problems,, homelessness and NHS backlog issues. As in previous years, we will highlight main issues to the media, along with meaningful issues and priorities to respective government ministers and other senior politicians. Our CEO Suzanne Wigmore has appeared on a number of local and national radio and TV channels, ajong with other members of our senior management team, to inform and raise awareness of many pressing issues. We will continue to work within our office ne￿Ork in Trowbridge, Devizes, Chippenham, where we have recently opened a new town centre office and Salisbury, where we are moving into a shared office with the Trussell Trust charity- Additionally we will consider the benefits of opening an office in Melksham, which is a fast growing town within our county- Our strength lies within our team of WCA associates,. both employees and volunteers, who work tirelessly with expertise and empathy, and I thank these members of the team for their enthusiasm and commitment to the WCA. Particularly, I thank our Senior management team (SMT) for the excellent job that they do, with great leadership from our CEO Suzanne Wigmore. We will continue with a team of 8 trustees into the new financial year, with members who have considerable experience in various management skills which provides both a sound and proactive level of assistance to the SMT team and governance to the business overall. We are forecasting a financial surplus for the new financial year and also aiming at realisti opportunits'es to further increase our revenues and reseNes for the future. Wiltshire Citizens Advice Company Limited by Guarantee Trustees. Annual Report (Incorporating the Director's Report) {¢t>ntinued) Year ended 31 March 2024 Reference and administrative details Reglstered Charlty name Wiltshire Citizens Advice Charity reglstration number 1062219 Company registratlon number 03204218 Prlnclpal office and registered Trinity House offlce Bryer Ash Business Park Trowbridge BA14 8HE The trustees B Dri5coII, Chair D Szanto E Dark F Lawley J Fisher P Jamieson, Treasurer Rev Dr P Richter S Brett K Haasjes (Resigned 19 October 2023) (Appointed 19 October 2023> (Appointed 9 November 2023) (Appointed 19 October 2023) Auditor rrcA Ltd Chartered accountants & statutory auditor 269 Farnborough Road Farnborough Hampshire GU14 7LY Wiltshire Citizens Advice Company Limited by Guarantee Trustees, Annual Report (Incorporating the Director's Report) (contlnued) Year ended 31 March 2024 Structure, governance and managament WCA is a charitable company limited by guarantee, incorporated on 28th May 1996 and registered as a charity on 6th May 1997. The company was established under a Memorandum of Association which estsblished the objects and powers of the charitable company and is governed under its Articles of Association. Wiltshire Citszens Advice is a member of Citizens Advi￿, the national umbrella charity. For debit and credit services we are authorised and regulated by the Financial Conduct Authority FRN:617798 The governing body is our Board of Tru5tee5, which meets quarterly and currently has 8 members (maximum 15). Trustees are also the directors of the company who are responsible for the strategic direction and governance of the charity, they agree the business plan, monitor progress toward achievement of organisational goals, review operational goals, review operational performance and oversee the management of organisational risk. Meetings must be quorate with the minimum of 5 Trustee or 50 %, whichever is higher, and each meeting is formally minuted, The Board is elected from its membership by its Members either at its AGM, or where a vacancy exists, at any time between AGMS. The trustees have power to co-opt not exceeding one third of the total number of trustees. The Trustee Board has 2 Committees operating under specific delegated authority through approved Terms of Reference. Finance and Business Development People and Engagement The CEO is responsible for strategic and operational management and is authorised to use resources through the Senior Management Team, towards the achievements of ECA business objectives. The Senior Management Team of the organisation comprises of.. CEO- through whom the Board exercises its Governance Head of Advice Services Head of Operations Regular business meetings are held where performance is monitored, strategically, operationally and financially, and potential improvements discussed, and actions agreed. A scheme of delegation exists which clearly outlines the delegated authorities of senior staff. Through the activities of skilled and committed staff and volunteers, managers and Team Leaders also discharge their responsibilities. The Trustee Board carries out an annual skills audit to ensure there is appropriate expertise within its members. If a gap exists a rigorous recruitment and selection process takes place. Prospective Trustees are provided with a briefing about the organisation and the duties in law of a Charity Trustee. They are then interviewed by a panel comprising the Chair and at least one other Trustee with the Chief Executive in attendance and due diligence checks are completed. Following a satisfactory interview and due diligence process, candidate Trustee are invited to join at least one Board meeting as an observer, before a recommendation is made to the full Board that the prospective Trustee be appointed as a full member. Wiltshire Citizens Advice Company Limited by Guarantee Trustees, Annual Report (Incorporating the Director's Report) (eontlnued) Year ended 31 March 2024 New trustees undergo a briefing session on the working of the organisation, and they have induction training. They are given information on the obligations of being a trustee, including employer responsibilities. They are provided with the Business and Strategic Plan5, most recent minutes of Trustee Board meetings, budgets and financial reports. They are offered access to online training on financial management, employer responsibility and trusteeship run by Citizens Advice. In addition to training for new trustees, existing trustees spend time within the organisation alongside volunteers and employees, to maintain awareness of the wider social and policy context in which WCA provides support for its clients. There is a trustee annual review (similar to an appraisal) system in place. All trustees were able to discuss and review their input and performance with the Chair and to talk through involvements for the coming year. Objectives and actlvltles Our Purpose To provide free, confidential and independent advice to help people overcome their problems. To improve the policies and practices that affect people's lives by becoming a voice for our clients and consumers on the issues that matter to them. To promote any charitable purpose for the public benefit by the advancement of education, the protection and preseNation of health and the relief of poverty, sickness and distress in particular, but without limitation, for the benefit of the community of Wiltshire and the district of Swindon and surrounding areas. The Charity's Vision People of Wiltshire can successfully deal with life's problems. The Charity's Values Fair= Listening to our clients and our staff, respecting each other, valuing diversity, acting fairly and working towards a common goal. Responsible.. Independent, impartial, honest, non-judgemental and free, Professional.. Experts in our field, with well trained staff, supportive of each other, empowering our clients and staff and acting consistently. Objectives and Activities To provide free, confidential and independent advice to help people overcome their problems.- To improve the policies and practices that affect people's lives by becoming a voice for our clients and consumers on the issues that matter to them. 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 of Wiltshire and the district of Swirndon and surrounding areas. Wiltshire Citizens Advice Company Limitsd by Guarantee Trustees. Annual Report {Incorporating the Director's Report) (continued) Year ended 31 March 2024 Achlevements and performance Maintsined a consistent service of availability to Wiltshire people across the last ￿e1ve months despite ongoing delivery pressure and uncertainty around commissioning. Maintained all planned main board and sub-committee meetings with timely reporting and decisions being taken, within the operational protocols. All main decisions and reviews by the CEOISMT with involvement and overview from the WCA trustees Staff and SMT appraisals and reviews undertaken as necessary, and People Management Survey results continue to be mostly very positive. Budget and expenditure managed with a £44,405k deficit (Income minus expenditure) the reduced income being partly mitigated with a reduction in expenditure and liabilities. Close liaison with central Citizens Advice to ensure a consistent approach and action for consistency and commonality of seNices offered and standards maintained. Secured new projects ft)r 2023124. These included grants from the National Lottery, including to support those aged under 25 and with lower level mental health issues, additional funds from Wessex Water to provide debt advice, and money from the Household Support Fund to provide direct support to clients on low incomes. Liaison with other local Citizens Advice operations so as to build and maintain working and operational relationships and to offer assistance where possible. Support to smaller LCAS in the South West with IT, supervision and case checking. Wiltshire Citizens Advice Company Limited by Guarantee Trustees. Annual Report (Incorporating the Director's Report) (continued) Year ended 31 March 2024 Flnancial review The Charity started the year facing a challenging period for the organisation, with a 5 % increase in overall funding and with a smaller increase in expenditure, but reduced reseNes due to the deficit of £104,600 in the previous year. The Charity maintained its services as the demand for its services remained high. Income for 2023124 was £1,480,556 (£1,412,707 in 2022123). Expenditure was £1,524,601 {£1,517.397 for 2022123), leaving an overall deficit for the year of £44,045 {2022123 deficit of £104,690)- A detailed analysis of income and expenditure is shown in the Statement of Financial Activities and notes thereto. The Charity was able to assist 12,186 people in the year. This is despite a reduction in our core frjnding from Wiltshire Council. We look forward to going through the process of commissioning with Wiltshire Council in the coming year. Many more people accessed self-help information through our website. Stsff costs form the vast majority of the costs of our charitable activities. Salaries, including employers, national insurance and pension contributions, were £1,244,812(£1,296,542 in 2022123)- Staff costs form 82 % of the Organisation's charitable spend. Further analysis of charitable income and expenditure are given in the Statement of Financial Activities and notes thereto. WCA is committed to maintaining funds in instant access accounts to meet all the day to day needs for working capital. Any funds beyond this, and not required for development of the business in the short term, are invested in low risk deposit accounts, reviewed, and recommended by the Finance and Business Development Committee, and approved by the Board. Trustees. responsibilities ststement The trustees, who are also directors for the purposes of company law, are responsible for preparing the trustees, report and the financial statements in accordance with applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practice). Company law requires the charity trustees to prepare financial statements for each year which give a true and fair view of the state of affairs of the charitable company and the incoming resource5 and application of resources, including the income and expenditure, for that period. In preparing these financial statements, the trustees are required to- select suitable accounting policies and then apply them consistently., observe the methods and principles in the applicable Charities SORP., make judgments and accounting estimates that are reasonable and prudent., prepare the financial statements on the going concem basis unless It is inappropriate to presume that the charity will continue in business. Wiltshire Citizens Advice Company Limited by Guarantee Trustees, Annual Report (Incorporating the Director's Report) (Continued) Year ended 31 March 2024 The trustees are responsible for keeping adequate accounting records that are sufficient to show and explain the charity's transactions and disclose with reasonable accuracy at any time the financial position of the charity and enable them to ensure that the financial statements comply with the Companies Act 2006. They are also responsible for safeguarding the assets of the charity and hence for taking reasonable steps for the prevention and detection of fraud and other irregularities. Auditor Each of the persons who is a trustee at the date of approval of this report confimis that: so far as they are aware, there is no relevant audit information of which the charity's auditor is unaware., and they have taken all steps that they ought to have taken as a trustee to make themselves aware of any relevant audit infomation and to establish that the charity's auditor is aware of that information. Small company provislons This report has been prepared in accordance with the provisions applicable to companies entitled to the small companies exemption. The trustees, annual report was approved on 19 September 2024 and signed on behalf of the board of trustees by.. Driscoll, Chair Trustee Wiltshire Citizens Advice Company Limited by Guarantee Independent Auditor's Report to the Members of Wiltshire Citizens Advice Year ended 31 March 2024 Opinion We have audited the financial statements of Wiltshire Citizens Advice (the 'charity') for the year ended 31 March 2024 which comprise the statement of financial activities (including income and expenditure account), statement of financial position, statement of cash flows and the related notes, including a summary of significant accounting policies. The financial reporting framework that has been applied in their preparation is applicable law and United Kingdom Accounting Standards, including FRS 102 The Financial Reporting Standard applicable in the UK and Republic of Ireland (United Kingdom Generally Accepted Accounting Practice). In our opinion the financial statements= give a true and fair view of the state of the charity's affairs as at 31 March 2024 and of its incoming resources and application of resour￿$, including its income and expenditure, for the year then ended., have been properly prepared in accordance with United Kingdom Generally Accepted Accounting Practice., have been prepared in accordance with the requirements of the Companies Act 2006. Basis for oplnion We conducted our audit in accordance with International Standards on Auditing {UK) {ISAs (UK)) and applicable law. Our responsibilities under those standards are further described in the auditorfs responsibilities for the audit of the financial statements section of our report. We are independent of the charity in accordance with the ethical requirements that are relevant to our audit of the financial statements in the UK, including the FRC'S Ethical Standard, and we have fulfilled our other ethical responsibilities in accordance with these requirements. We believe that the audit evidence we have obtained is sufficient and appropriate to provide a basis for our opinion. Conclusions relating to golng concern In auditing Ihe financial statements, we have concluded that the trustees, use of the going concern basis of accounting in the preparation of the financial statements is appropriate. Based on the work we have performed, we have not identified any material uncertainties relating to events or conditions that, individually or collectively. may cast significant doubt on the charity's ability to continue as a going concern for a period of at least ￿e1ve months from when the financial statements are authorised for issue. Our responsibilities and the responsibilities of the trustees with respect to going concern are described in the relevant sections of this report. Wiltshire Citizens Advice Company Limited by Guarantee Independent Auditor's Report to the Members of Wiltshire Citizens Advice {contlnuedJ Year ended 31 March 2024 Other informatlon The other inforrnation comprises the information included in the annual report, other than the financial statements and our auditor's report thereon. The trustees are responsible for the other infomation. Our opinion on the financial statements does not cover the other information and, except to the extent otherwise explicitly stated in our report, we do not express any form of assurance conclusion thereon. In connection with our audit of the financial statements, our responsibility is to read the other information and, in dcing so, consider whether the other infomiation is materially inconsistent with the financial statements or our knowledge obtained in the audit or otherwise appears to be materially misstated. If we identify such material inconsistencies or apparent material misstatements. we are required to determine whether there is a material misststement in the financial statements or a material misstatement of the other information. If, based on the work we have performed, we conclude that there is a material misstatement of this other information. we are required to report that fact. We have nothing to report in this regard. Opinions on other matters prescribed by the Companies Act 2006 In our opinion, based on the work undertaken in the course of the audit.. the infomiation given in the trustees, report for the financial year for which the financial statements are prepared is consistent with the financial ststements., and the trustees, report has been prepared in accordance with applicable legal requirements. Matters on whlch we are required to report by exceptlon In the light of the knowledge and understanding of the charity and its environment obtained in the course of the audit, we have not identified material misstatements in the trustees, report. We have nothing to report in respect of the following matters in relation to which the Companies Act 2006 requires us to report to you if, in our opinion: adequate accounting records have not been kept. or returns adequate for our audit have not been received from branches not visited by us., or the financial statements are not in agreement with the accounting records and returns., or certain disclosures of trustees, remuneration specified by law are not made., or we have not received all the information and explanations we require for our audit. or the trustees were not entitled to prepare the financial statements in accordance with the small companies regime and take advantage of the small companie5, exemptions in preparing the directors, report and from the requirement to prepare a strategic report. 10 Wiltshire Citizens Advice Company Limited by Guarantee Independent Auditor's Report to the Members of Wiltshire Citizens Advice {¢ontinued) Year ended 31 March 2024 Responslbllltles of trustees As explained more fully in the trustees, responsibilities ststement, the trustees (who are also the directors for the purposes of company law) are responsible for the preparation of the financial statements 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 preparation of financial statements that are free trom material misstatement, whether due to fraud or error. In preparing the financial stateTNents, the trustees are responsible for assessing the charity's ability to continue as a going concern, disclosing, as applicable, matters related to going concern and using the going concern basis of accounting unless the trustees either intend to liquidate the charity or to cease operations, or have no realistic alternative but to do so. 11 Wiltshire Citizens Advice Company Limited by Guarantee Independent Auditor's Report to the Members of Wiltshire Citizens Advica (continued) Year ended 31 March 2024 Auditorfs responsibilities for the audit of the flnanclal statements Our objectives are to obtain reasonable assurance about whether the financial statements as a whole are free trom material misstatement, whether due to fraud or error, and to issue an auditor's report that includes our opinion. Reasonable assurance is a high level of assurance, but is not a guarantee that an audit conducted in accordance with ISAS {UK) will always detect a material misstatement when it exists. Misstatements can arise from fraud or error and are considered material if, individually or in the aggregate, they could reasonabSy be expected to influence the economic decisions of users taken on the basis of these financial statements. I￿egularitIes, including fraud, are inStan￿S of non-compliance with laws and regulations. We design procedures in line with our responsibilities, outlined above, to detect material misstatements in respect of irregularities, including fraud. The extent to which our procedures are capable of detecting irregularities, including fraud is detailed below- We identified areas of laws and regulations that could reasonably be expected to have a material effect on the financial statements from our general commercial and sector experience and through discussion with the directors and other management (as required by auditing standards), the policies and procedures regarding compliance with laws and regulations. We communicated identified laws and regulations throughout our team and remained alert to any indications of non-compliance throughout the audit. The potential effect of these laws and regulations on the financial statements varies considerably. Firstly the company is subject to laws and regulations that directly affect the financial statements including financial reporting legislation (including related companies legislation), distributable profits legislation and taxation legislation and we assessed the extent of compliance with these laws and regulations as part of our procedures on the related financial statement items. Secondly, the company is subject to many other laws and regulations where the consequences of non-compliance could have a material effect on amounts or disclosures in the financial Statement, for instance through the imposition of fines or litigation. We indemnified areas as those most likely to have such an effect.. anti bribery and certain aspects of company legislation. Auditing standards limit the required audit procedures to identify non-compliance with these laws and regulations to enquiry of the directors and other management and inspection of regulatory and legal correspondence, if any. Owing to the inherent limitations of an audit, there is an unavoidable risk that we may not have detected some material misstatement in the financial statements, even though we have properly planned and performed our audit in accordance with auditing standards, For example the further removed non-compliance with laws and regulations (irregularities) is from Ihe events and transactions reflected in the financial statements, the less likely the inherently limited procedures required by auditing standards would identify it. In addition, as with any audit there remains a higher risk of non-detection of irregularities, as these may involve collusion, forgery, intentional omissions, misrepresentations, or the override of internal controls. We are not responsible for preventing non 493,995 Net assets 31,838 23. Analysis of changes in net debt At At 1 Apr 2023 Cash flows 31 Mar 2024 Cash at bank and in hand Debt due within one year Debt due after one year 532,915 {4,745} (62,956) 465,214 (137,378) 395,537 (4,745) 159,032) 331,760 3,924 (133,454) 29