2021-03-31-accounts

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Annual Report 2020-21

ANNUAL REPORT 2020-2021

www.citizensadviceenfield.org.uk

Adviceline: 0300 330 1167

Enfield Citizens Advice Bureau is a charity – 1072841 and a company – 3626139 Registered office – Unit 3, 5 Vincent House, 2e Nags Head Road, Enfield, EN3 7FN

Annual Report 2020-21

We value diversity,

promote equality and challenge discrimination

The Service aims:

To provide the advice people need for the problems they face
To improve the policies and practices that affect peoples lives

CONTENTS
Message from the Chair	3
Message from the Treasurer	5
Message from the Chief Executive	6
Staff & Volunteers	8
Our Projects	10
Citizen’s Advice Enfield in the Community	12
Our achievements	13
Research & Campaigns	14
Looking forward to 2020-21	16
A service for the community	17
Appreciations	18

www.citizensadviceenfield.org.uk

Adviceline: 0300 330 1167

Enfield Citizens Advice Bureau is a charity – 1072841 and a company – 3626139 Registered office – Unit 3, 5 Vincent House, 2e Nags Head Road, Enfield, EN3 7FN

Annual Report 2020-21

Message from the Chair

Jeff Hopwood, Chair of Trustees

2020 was a very challenging year with the new Chief Executive Officer Nnenna Anyanwu starting at the same time as the COVID -19 pandemic hit its peak and we went into lockdown.

The nation went into lockdown on 20[th] March 2020 due to the pandemic and as such all our face-to-face services were moved to remote telephone and webchat service. Our staff team proved to be very resilient in coping with change and were set up and running to work from home within a week. As such this meant there was minimum disruption to the service delivered to the client.

Annual Report 2020-21

In these challenging times we have had to review the way we work. We were able to secure some COVID funding from Trust for London which help to boost our IT capabilities and enable staff to have the right tools and software to continue to work remotely.

Our Help to Claim service saw record numbers of clients due to the COVID pandemic lockdowns and furlough scheme.

Unfortunately, one of the casualties of the COVID pandemic and all the lockdowns was the impact on the high street so the trustees took the difficult decision to close one of our charity retail shops as the losses were mounting due to the inability to trade during the lockdown.

The challenge for the trustees, going forward, is to ensure that we are able to maintain good governance, and the quality standards that the CA Enfield is known for, in this new remote way of working. In addition to this we have to

keep an eye on the emerging risks of cyber-crime and hacking, as more tasks are being done online. With the shops closing, we are working with the CEO to ensure the organisation is still able to source unrestricted funds and

remains in a strong sustainable financial position.

I am confident that we will be able to meet the challenges ahead as we have an experienced, strong and stable trustee board and workforce.

As always, I would like to thank my fellow trustees for their hard work in supporting the organisation. This year we said goodbye to trustee Councillor Huseyin Akpinar and we were pleased to welcome Councillor Ian Barnes in his place.

Annual Report 2020-21

My most grateful thanks must go to all our staff and volunteers who work so hard and give so much of their time to meet the needs of so many local people. This was particularly evident in the middle of the crisis of the pandemic.

“The quality of your advisers was very good in my opinion. Very considerate and human, and I thank you for your help and continued support”

Treasurer’s report

This year has been a positive year with regards to the financial position.

The net results for the year, shows a surplus of approximately £116k. It must be pointed that as always, the management continues to monitor cost to ensure that services are delivered in a cost effective manner. At the same time the organisation continues to seek other income streams for the provision of its services particularly as we had to close one of our shops.

Our reserves at the end of the year stands at approximately £591k which is 53% or 6 month’s worth of operating costs. The board together with the CEO are working tirelessly to secure funding to enable us to carry on our work to meet our objectives particularly in this uncertain environment.

Annual Report 2020-21

Message from the Chief Executive

Nnenna Anyanwu, Chief Executive Officer

I started this year in the middle of the COVID pandemic and what a challenge that was indeed. Thanks to the dedication and resilience of the staff, volunteers and supervisors, the service was able to move almost seamlessly from face-to-face delivery to remote delivery by telephone and webchat.

As the same time, the demand for our service was at a record high with lots of anxious clients calling with pandemic related queries that were completely unchartered territory for our staff. Staff had to quickly get to grips with the legal implications of queries about furlough, COVID self-isolation, breathing space, moratorium on landlord actions, and other new terminology which came with the pandemic. However, that is one of the great joys of working for an organisation which helps with any kind of social welfare issue. Having started during the war, helping our clients get through many a challenge of the past, this too was something that the current staff took on and got to grips with quickly in order to help others find a way forward.

This year, the COVID pandemic and EU Settlement scheme created much additional work for our advisers. This was whilst learning new IT and telephony systems and keeping up to date with legislation.

“Citizens Advice is a great service. They are very professional and knowledgeable. I felt that I was really being listened to and not judged in any way. I would definitely use this service again in the future and would highly recommend to others.”

Annual Report 2020-21

We are indeed grateful that Enfield Council and all our funders stood by us and supported us through this challenging period whilst we modified and reviewed our service to ensure it was still accessible to all.

I would also like to thank all our staff and volunteers who have worked throughout this challenging period and in some cases risking their health to come to work in order to ensure the service and IT systems keep running. It has made my settling-in period much easier.

We are now trying to reimagine the future in the light of the pandemic in order to minimise any disruption in future especially as COVID has not gone away. Our service will remain a telephone triage 5 days a week with face-to-face appointments booked for the most vulnerable clients for whom telephone or webchat is not appropriate. We will also continue to build on our outreaches and increase our presence in the community.

Annual Report 2020-21

Staffing and volunteers

Virtual Volunteers Week 2020 celebration

This year with the pandemic majority of staff worked from home. As the majority of our volunteers are retired many were either shielding or living with someone who was shielding. They were therefore not able or willing to return to the office to volunteer even after the lockdown was lifted. Throughout the year we had to work at half capacity due to the absence of volunteers, however we were still able to see more clients than in 2019/20. This is a testament to the dedication and resilient of the staff at the CAE who work as a great team, supporting each other.

We were able to complete the training of three apprentices who were successful in finding work with the DWP or went onto university

We also welcomed a PR / Research and Campaigns staff member who has been working building our social media presence.

We sadly had to say goodbye to some of our shop staff as one of our shops closed permanently due to poor trading resulting from the COVID pandemic lockdowns that happened during the year. As always, our appreciation goes to

Annual Report 2020-21

all of our dedicated staff and volunteers, old and new, whether at our office in Ponders End or in our shops. Without all of them, we would not be able to deliver our vital services.

I decided to volunteer because I spent most of my working life helping people in one way or another and wanted to continue helping in retirement

Summer picnic

Annual Report 2020-21

Our Projects

When we say we are here for everyone, whoever they are and whatever their problem, we mean it - and we recognise that people are individuals and not all the same. Our advice is for everyone but we design our services so they are proportionate to need, even where the numbers of people affected are small. In the last year, our role in society in helping people get through the pandemic was more important than ever and our overarching ambition remains the same as it always has been:

We give people the knowledge and the confidence they need to find a way forward – whoever they are, and whatever their problem.

During 2020-21 we delivered 22 different projects in order to meet the various vulnerabilities of our clients that presented to us. We have maintained our specialist disability, housing, and debt advice appointments as well as our health-related services for people affected by COVID, Cancer, TB and HIV. We started a new project , Life after Loss to respond to the challenges our clients faced as a result of COVID pandemic. This project provided intensive income maximisation, debt and housing advice to clients who were bereaved or had suffered from COVID or were unable to work due to COVID, Long COVID or when their family was affected by COVID. This project was delivered in partnership with Mind in Enfield who provided emotional support and bereavement counselling as we found that our clients were suffering from anxiety and depression brought about by the COVID crisis.

We also started a new service to provide benefits advice to clients who had been diagnosed with cancer. Through this cancer service we were also able to raise awareness of the importance of getting checked early during the COVID period particularly as research suggested that people were reluctant to contact their GP or go to hospital to get checked out of fear of contracting COVID.

Annual Report 2020-21

An additional debt service started in April funded by Enfield Voluntary Action (EVA) to help clients who have council tax debt. Our housing advice was also very busy with 1,493 clients needing help.

Our Help to Claim service saw a record number of clients (3,030) as many people needed to claim benefits for the first time due to the pandemic. We saw more self-employed people and young people (under 30) who had been furloughed or lost their jobs, contacting us worried and unsure about how to go about claiming Universal Credit. We helped 1,970 clients with welfare benefits queries, appeals, etc.

Another area that saw a spike in demand was requests for Foodbank vouchers. Last year we advised 284 clients who needed 340 foodbank vouchers. We helped 185 clients with charity aid grants. This, along with the rise in enquiries from single parent families with queries around access and support arrangements for the children, highlighted to us the level of inequality that exists in our borough and how certain groups of people suffered badly from the impacts of COVID on their already fragile lives.

“I had used the services from CAB in this borough and another one, and I must say they have been able to sort out my problems a great deal for me. As a matter of fact I had managed to get debt free thanks to the advice and help from Citizens Advice Bureau . Extremelygrateful.”

Annual Report 2020-21

Citizens Advice Enfield in the

Community

Despite a difficult environment, we managed to retain regular services albeit remotely via telephone advice sessions at:

Dugdale Centre for the Enfield Over 50s Forum, a drop-in for clients aged 50+ - Our thanks to the Over 50s Forum for their own fundraising efforts to retain the service!
Ordnance Road Library drop-in funded by the RSA Trust
The HIV Unit at North Middlesex University Hospital, which expanded from one to two days a week thanks to additional funding from the hospital
Six children’s centres across the borough
Christian Action Housing Association - delivering debt advice for rent arrears
North Enfield Foodbank
Edmonton, Enfield, and Palmers Green JobCentres
EU Settlement scheme which was delivered from the Edmonton library and at Vincent House funded by The Home Office with match-funding from Enfield Council

“Contacting CAB & the help they gave helped me out greatly, u can’t put a price on peace of mind & that’s what they did, made me feel I had someone there who cared & wanted to genuinely help me, thank you CAB”.

Annual Report 2020-21

Our achievements

“With the help I have been getting from Citizens Advice Bureau, I have been finding hope where I could feel that all hope was lost. I got to know much more information that I needed to know which I didn't know about. At the end of the day, all problems are solved, hope and life restored.”

This year we helped 8,438 individuals, couples or families on 20,369 occasions and helped them to resolve 29,123 social welfare problems.

We helped clients to claim £526,149 in unclaimed benefits and grants and to manage £3,106,853 in debts.

This year, enquiries were dominated by:

Money problems, especially related to benefits or debt
Housing problems, homelessness or disrepair.
Employment problems
Requests for foodbank vouchers
Coronavirus pandemic from March 2020

Another achievement mentioned earlier is the fact that in the middle of a pandemic we have been able to train 3 apprentices who have gone on to get jobs in the DWP or moved into higher education.

“Both of the gentlemen who saw my case were absolutely brilliant and took the time to go through everything with me. They did not let me go without making sure they have answered all of my questions and helped me understand everything I needed to. They were very helpful on what I had to do. “

Annual Report 2020-21

Research and Campaigns - Prevention is better than Cure

Much of an adviser’s time is spent helping people who have found themselves in severe difficulties. However, some of our work also has a preventative aspect. This includes the work that we do on research and campaigns, which helps us to monitor the impact of laws and policies on people’s lives.

This year our research and campaigns officer participated in a number of national campaigns notably the Universal Credit £20 uplift, long delays in work capability assessments, clients excessive debt due to COVID -19. We have also carried out some local campaigns to raise awareness of cancer and the importance of getting checked and research into the social impact of COVID on our clients and their mental health

This year we participated in the COVID resilience board which was set up by the Council to ensure that there was a joined-up response to the COVID across the borough. We also participated in the Brexit preparedness group and the Housing & Homelessness forums.

We worked closely with the Housing Department on the roll-out of the Housing Allocations Scheme providing feedback on its impact. We assisted the Council’s customer experience team to set up community hubs in libraries to improve communications with residents in the wake of the pandemic. We identified the challenges our clients have with the lack of digital skills to be able to access services which are all now online and shared our solutions and suggestions around video calling and scanning documents.

This year we also had the Research and Campaigns Working Group meeting and made a presentation at the Landlord Forum.

Annual Report 2020-21

“I have never claimed benefits since starting work in 1970 - I am now ill and would not have been able to claim any benefits without the advice and help of Citizens Advice. I am still awaiting a tribunal for disability but would not have been able to get this far without their help - thank you for your advice and help “

From our research of our clients, we found that our clients have suffered multiple problems as a result of the COVID pandemic. Many of them suffered anxiety and depression, losing their jobs or the sole breadwinner to COVID. We developed our Life after Loss project as a result of these insights to provide additional support to residents.

3 in 5

People found it easier to manage day-to-day

Annual Report 2020-21

Looking forward to 2021-22

2021 onwards will be a challenging year as we work hard to recover from the aftershocks of COVID and begin to reshape and adapt our service to meet the new way of working and responding to the pandemic. We plan to invest more in technology in order to keep pace with the remote working, COVID secure client interviews, etc.

We will continue to encourage local people from EU countries to apply for settled status as the December 2020 deadline was extended to the 30th June 2021.

We are grateful for our funders who have continued to support us during the crisis and I know that 2021/22 will no doubt be full of different challenges.

For everyone. for 80 years Annual Report 2020-21 cltlzens advice Enfleld A SERVICE FOR THE COMMUNITY OUR IMPACT IN THE COMMUNITY IN 2020/21 . 7 IN 10 PEOPLE FELT LESS STAESSED. DEPRESSED OA ANXK> - 1 IN 2 HAD MORE CONTROL OF THEIR FINANCES FOR EVERY £1 INVESTETr.- . £TI.43 IS GENERATED IN FINANCIAL VALUE OENEFrr INCOMI 59% 5000 18% 1493 10% 875 Oenefits & tax cr•dits 891 Debt Housing . Empl•yment Top 4 cilent pr•biems Age ran e Of •ur ei•ents Is between 1S to 94 years our clients ar• Female 32% of clients have a disability or long t•rm health eondition ,P•opi• qc¢••s in d•ff•r•nt ways 7S% by t•l•phon• 13% by w•bchat and •mall 12% Face to face Our People and Projects • Citizens Advice Enfield has 40 registered volunteers and 35 staff help to c rov•d•ng adv•c• and •ents across 22 projects and outreach sites

Annual Report 2020-21

THANK YOU

Citizens Advice Enfield would like to thank all those who have contributed to the service through their financial support, volunteering or supported the service in other ways. We would not be able to operate without your support:

Enfield Council

The National Lottery through the Big Lottery Fund

The Old Enfield Charitable Trust

The Mercers Company

Christian Action

Citizens Advice national office

The Mary Kinross Charitable Trust

Henry Smith Charity

Thames Water Trust Fund

RSA Trust

The Over 50s Forum

The PKJ Charitable Trust Trust for London The Home Office Enfield Connections

North Middlesex Hospital Power to Change

All our volunteers and staff

www.citizensadviceenfield.org.uk

ENFIELD GITIZENS ADVICE BUREAU IA Company Limited by Guarantèèl No.. 3626139 REGISTERED CHARITY NUMBER 1072841 TRUSTEES REPORT AND FINANCIAL STATEMENTS YEAR ENDED 31 MARCH 2021

ENFIELD CITIZENS ADVICE BUREAU IA Company limited by guarantee) Contentg Page Legal and Adminislralive Information Trustees, Report 2to4 Audltors Roport to the Trustees 5t06 Statement of Financial Activities B818nce Sheet Cash Flow Statement Notes lo the Financial Statements 10t016

ENFIELD CITIZENS ADVICE BUREAU IA Company limited by guarantee) Oirectors and Trustees.. J G HopWd (Chairman) R Choudhury C Byamukama M Rodin Cfieasurerl J Hecker J B Steven 13 August 20211 A Chakrabority J P Daniel T Edghill A Shah E D Appleby J J Donnelly l D Bames tro 13 August 20211 Secretsry and Chief Executive N Anyanwu Company Registration Number Charity Registration Number 3626139 1072841 Registered Office Unil 3 5 Vincent House 2e Nags Head Road Enfield EN3 7FN Auditors Liles Morris Ltd Chartered Accounlanls & Statutory Auditors First Floor 80 Coombe Rtsad Surrey KT3 4QS Bankers Barclays Bank PIC CAF Bank Websitè wwN.cilizen5ad nrId.Or

ENFIELD CITIZENS ADVICE BUREAU IA company limitsd by guaranteel Dirèctors. and Trustees. Report for the year ended 31 March 2021 The trustees present their repori and financial statements for the year ended 31 March 2021. The Iruslees, who are also the diieclor5 for the purposes of company law and who served during the year and up lo the date ol this report are sel out on page 1. Citizens Advice Enfield. which is the operating name of Enfield Citizens Advice Bureau Service, is both a registered charity and a cornpany limited by guarantee. Structurg, Gov•rnance and Managgm•nt Boaffl of Truste&s The Board of Trustèes reports lo the Annual General Meeting of the Service. As al 31 March 2021 there were 13 Trustees who together with the Chief Executive me8t at least four times per year to make decisions concerning the running of the servi. The irnplernenlalion of those deasions is dèlegat&d to the Chief Executive The sel up ol the Board facililale5 sub-comrnittees lo be created lo make best use of the available skills. to ensure that strong govemance structures and scrutiny arè maintained. The number of Trustee5 shall not be less than three nor more than fifteen until olhermse determined by thirds of the members present and eligible to votè al General Meeting. The Trustees rnay from tirne lo time appoint any member ol the charity as a truste&, either lo fill a casual vacancy or by way ol addrtion lo their number, provided the prescribed maximurn be not thereby exceeded. Volunlefjffs Citizens Advic8 Enfièld has over 55 règi$lergd volunteers who are engaged in all aspects of providing advice and help to clients. Volunteers are integral to our work and we could not function without them. Volunteers are given comprehensNe and extensive training and the opportunity of developing withln the Sèrvicé. Workin th Partners Citizens Advi Enfield has been generously sUPPOrted by various grant gwing organisations, as well as individuals and others, donations. Particular mention must be made of the London 89iough of Enfield which provides the key resources for the Service to continue its work. The Trustees are ever mindful of the trust that the Councillors place in the importance and quality ol what we do within the Borough. Trustee induGtion and trainin New Iruslees are offered training and support In-house and are Inv((ed and trncouraged lo attend a series of short training sessions to lamiliarise themselves wlh the charity and the context wlhin whlch11 operates. These are held by Cits'zens Advice central offices in London. Objectives and Activities Obi&¢tivès The airns of the Citizens Advice nationally are.. to piovide the advice people need for the problems they face.. and to improve the policie5 and practices that affect people's lives. Citizens Advice Enfield aims lo reducè inequality. depiivalion and the lack of access lo justice through a lack ol knowledge of pe150nal rights. We provide Infomalion, advice and eduG8lion81 service5 within the London Borough of Enfield. We believe everyone has the right to a lair chance to participate in society and we will exèrcise a responsible influence on the development of socAal policies and services. both locally and nationally. Citizens Advice Enfield is an independent registered charity and a Company limited by gu8r8nlee. and forms part of the nationally recogni5ed Citizens Advice network, which consists of 300 local Citizens Advice offIS in England and Wales. The service provided is free, confidential, impartial and independent. We arè not affiliated to any political party. nor InflUend by or c4)nnected to any local or central govemment department. Actiwlies The Trusle6s have agreed that the following strategic objectives which ara kay to the developmént of the organisalion-. Developing Access - The local Citizens Advice will seek lo develop new ways of providing advice services lo ensure that wè arè accessiblè to all. This will include advicè at new outreach locations as funding allows. Developing Sustainable Services - The Servi will seek to diversify funding to sustain advice services in a challenging economic environment_ Developing Partnership & Comrnunication - The service recognise5 that the key lo meeting the rising dtrmand for advice is to strengthen existing parinerships and work Proactively to develop new relationships and models of joint provision. Developing Volunteers and Staff - The service will pri0ri115e training ol new and existing staff and volunteers so that clients Can be assured of a continued high quality service. Developing Funding Opportunities- The service will diversify its funding base so that we are less dependent on funding from statutory bodies. This will include diversifying by means of c*aritable trading.

ENFIELD CITIZENS ADVICE BUREAU IA company lirnited by guaranteel Directors, and Trustees. Report for the year ended 31 March 2021 Icontinuedl How activities deliverpublic benefit Our rnain activities are described above. All our charitable activities focus on the provision of advice to the general public and ale undertaken lo furthei our chaiitable purpose for the public benefit. Achievements and pertomiance Citizens Advice Enfield helped 8,438 people lo resolve over 29,000 problems this year. LoGal people were helped to claim £516,711 in unclaimed benefits and lo manage over £3.5 million debt. Services were maintained and actually increased in a difficult climate with the COVID pandemic. The Service was moved lo remote working from home lor all staff and a large Investment in IT technology was necessary to make this happen. Due lo the COVID we were forced to close one of our 1311 shops to save money. The excess stock was moved lo our newly created online store. Financial Revlèw Citizens Advice Enfield, like many other voluntary organisalions, works hard lo give value for money with the funding il receNes and will alway5 priorilise Ironlline services. Expenditure is regularly reviewed lo ensure cost effectiveness We continue lo receive excellent support from Enfield Council and olher funders ancl in the corning yèar will build on thès8 solid foundations lo explore new and innovative ways of funding and delivering services. The diversification 15 essential as local authority funding is expected to continue lo be subject lo significant pressure in the medium term. We are fortunate to have an outcome based strategic grant agreed for our core setvicès from the council until 31 March 2023 and are well placed lo bid for additional project work as new opportunities arise. This wll allow us to continue lo provide a high lèvel of SÈNi¢e and MMItMent lo the local community in a diffi11 dimale. ReseNes The Trustees have reviewed the level ol reserves, taking into a¢¢ount the ch8ngin9 financial climate for charities, 5pe¢ifically in term8 of funding for Services. The Trustees actively monitor Resources Expended to ensure services meet the required standards and also wthin the Incoming Resources availab16. Taking this into nsideration, the Truslees deem il nocessary lo maintain lempoiarily a higher level ol reserves than our usual three months reserve policy. {Nole." this decision has proved fortuitous given the COVID19 silualion in 2020121} Risk Management The Trustees have worked lo identify and docurnenl the major risks which impact upon our work and hav& ranked these by likelihood and impaet. Plannlrtg for futurè pèrlod$ We have received further funding from Trust lor London to develop the work started in 2019 on the housing policy and advice projed which will be a major priority for the coming year. We will continue lo invest in technology and training to ensure the Servi is able lo respond lo the new way of working post COVID 19. We will continue lo develop our work advising and supporting residents with long COVID. We will work with Enfield Connections lo provide disability advice services. We will be building on the retail shop's online store presen to ensure we are able to continue to diversify our funding base within the new post COVID environment. Employee Involvom•nt It is the policy of Citllens Advice Enfield that training, career development and promotion opportunities should be available lo all ernployees. An annual staff and volunteer satisfaction survey is carried out and monthly team m8elings and daily short briefing sèssion5 are held.

ENFIELD CITIZENS ADVICE BUREAU IA company Irmited by gu?rants&l Directors. and Truste•s' Report for thè yèar &nd8d 31 March 2021 Icontinuedl stst•ment of Trustees Responsibilities The trustees Iwho are also directors for the purpose of company lawl ale responsible lor pparIng the the Annual Report and the financial slalements in acrdanCe with applicable law and regu5alions Company law requires the Trustees to prepare financial statements for each financial year. Under that law the Tru51ees Tllust prepare the financial slalemenls in aCrdan¢e with United Kingdom Generally A¢¢epted Accounting Practice (United Kingdom Accounting Standards and applicable lawl. Under company law the Trustees must not approve the financial statements unless they are satisfied that they give 8 true 8nd fair view of the slate of affairs of the ¢harrtable ¢ompany and ol the incoming resources and appli¢alion of resour$. including the income and expenditure of the charitable company for that period. In preparing these financial statements, the Iruslees are required lo.. al seléct suitable accounting policies and then apply them consistently., bl observe the methods and principles in the Charities SORP., cl make judgements and a¢¢ounting estimates that are reasonable and prudent,. dl state whether applicable UK Accounting Standards have been followed. subject lo any material departures disclosed and explained in the financial stalemenls., and el prepare the financial slalemenls on the going ctsncein basis unless il is Inappropriate lo presume that the ¢haril8ble MpanY will continue in business Th8 Trustee5 are re5pon5ible for keeping adequate accounting records that are suffiaent lo show and explain the charitable company'5 Ir8n5actions and disdose vrith reasonable accuracy at any time the financial position of the charrtable company and enable them to ensure that the finanaal statements comply with the Companies Act 20Cf. They are also responsible for safeguarding the assets ol the company and hence for taking reasonable steps for the prevention and detection of fraud and other irregularities. The Trustees are resp¢)n$iblè for tha mainlenance and intergrity of the corporate and financial inforrnation included on the charitable company's website Legislalion in the United Kingdom governin9 the preparation and disseminalion ol financ]al statements may differ from legislation in other jurisdictions. The Trustees confirrn that so far ag they a awa. the is no relevant audit information {as defined by section 418131 of the Companies Act 20061 of which the charitable company's auditors are unaware. They have taken all the steps that they ought lo have taken 8$ Tiuslees in order to make themselves aware of any relevant audit information and to establish that the charitable company's audrtors are aware of that infortnalion. This report has been prepared in accordance wth the provisions applicable lo cornpanies enlilled lo the small mpanies exemption. Approval This report was approved by the board of directors and trustees tsn 27 October 2021 and signed on its behalf by.. J Hopwood chaimlTrustee

INDEPENDENT AUDITORS REPORT TO THE MEMBERS OF ENFIELD CITIZENS ADVICE BUREAU {A company Ilmited by guarantsel Oplnion We have audited the finanaal statements of Enfield Citizens Advice Bureau Ithe'charitable compan1} for the year ended 31 March 2021 which comprise the Slalernent of Financial Aclivilies, Balance Sheet, Cash Flow Slalemenl and notes to the financial statements, including a summary of significant accounting policies. The financial reporting fiamewoik that has been applied in their preparation is 8pplicable law and United Kingdom Accounting Standards. including Financial Reporting Standard 102 Th& Financial Reporting Standard applicable in the UK and Republic ol Ireland (United Kingdom Generally Accepted Accounting Pracli¢e). In our opinion. the financial statements.. give 8 true and fail view of the stale of the charitable company's affairs as at 31 March 2021 and of its incoming resour¢es and application of resources, including ils intxjme and expenditu. for the year then ended., have been properfy prepared in accordance with United Kingdom Generally Accepted Accounting Practice.. and have been prepared in accordance witrh the requirements of the Companies Act 20L. Basls for opSnlon We conducted our audit in accordance with International Standards on Auditing IUK)IISAslUKI and applicable law. Our responsibilities under those standards ar$ further described in the Auditor's re5pon5ibi1ilies for the audit of the financial statements section of our report. Wtr are independent of the chaiilable company in accordan with the ethical requirements that are relevant to our audit of the financial slalemenls in the UK, induding FRC'5 Ethical Standard. and we have fulfilled our other ethiral responsibilities in accordance wlh 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 going concern In auditing the financial slalernenls. we have concluded that the Iruslees, use of the going concern basis of a¢counting in the preparation of the financial slalements Is appropriate. Based on the work wo have perforffled, we have not identified any material uncertainties relating to events or conditions that, individually or colleetively, may cast significant doubt on the enlily's ability lo continue as a going concern for a period ol at least e1ve months from when the financial statements are aulhorised for issue. Our responsibilities and the responsibilities of the Iruslees with respect lo going (xjncem 8re described in the relevant sections of tis report. Other information The other information comprises the infomiation included in the annual report other than the financial statements 8nd our 8udilorf8 report thei8on. The Iruslees are responsib for the other infoirnalion contained within the annual report. Our opinion on the financial slatements does not ¢over Ihts olhei infomalitsn and. except lo the extent otherwise explicitly slated in our report. we do not express any form of assurance conclusion Ihereon. our re5ptsnsibilily os lo lead the other infornialion and, in doing so, consider whether the oler information is materially inconsistent with the financial statements or our knowledge obtained lin the course of the audit or otherwise appears to be materially misslaled. If we identify such material inconsistencies or apparent material mis518lernen15, we are required lo deletmine whether this gives rise to a tnalerial mi551alemenl in the finanrial staternenls themselves. If. based on the work we have performed, we ¢onclude th81 there is a material rnisslalemenl of this other information, we are required to report that fact. We have nothing lo report in this regard. Opinions on other matter8 pre8¢ribed by Companies Act 2006 In our opinion. based on the work undertaken in the course of the audit.. the information given in the trustees. report, which includes the directors. report ppared for company law purposes, for the financial year for which the financial statements are prepared is consistent with the financial statements., and the direclor5' report included within the Iru5tees' report has been prepared in accordan with applicable legal requirements. Matters on which we are required to report by exception In light ol the knowledge and understanding of thè charitable eompany and ils ènvironrnènt obtsined in th& eouise of the audrt, we have not identified Tnal8ri81 misslalerllents in the Trustees, report. We have nothing to report in respect of the following matters in relation lo which the Companies Act 2006 requires us lo report to you. if in our opinion..

INDEPENDENT AUDITORS REPORT TO THE MEMBERS OF ENFIELD CITIZENS ADVICE BUREAU IA company limlted by guarantee) (Continuadl Matters on which we are required to report by exception Icontinuedl adequate accounting records have not been kept., or the financial slalemenls are not in agreement with the accounting records and retums,. or certain disclosures of Trustoes, rernuneration specified by law are not made., or we have not received all the information and explanations we require for our audit,. or the Truslees were not enlilled lo prepare the financial slalemenls in accordance with the small ornpanies iegime and lake advantage of the small companies. exemptions in preparing the Tru51ees report and frorn the requirement to preparè a stratègic report. Responsibilities of the trustees As explained more fully in the tIU5tÈe3 responsibilities statement sel out on page 4, the trustees (who are also the directors of the charitable company for the purpose5 of cornpany lawl are responsible for the preparation ol th rinancial statements and lor being satisfied that they give a true and fair view, and for such internal control as the trustees determine Is ne¢essary Its enable the preparation of financial statements that are free from material misSt8lerrent. whether due to fraud or error. In preparing the linanclal statements. the trustees are responsible for assessing the charitable company's ability to ¢onlinue as 8 going concem, disclosing, as applicable, matters ielaled lo going Con[ and using the going concern basis of accounllng unles5 the Iluslees either intend to liquidate the charitable company or to cease operatsons or have no reall811¢ allernatbve bul lo do so. Auditorfs responsibiliti¥$ for the audit of the financial statements Our objectives are to obtain reasonable assuiance about whether the financial slalements as a whole are free frorn material misslalement, whether due lo fraud or error, and to issue an auditor'5 rert 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 IUKI will always delect a material misstaternent when it exists. Misstatements can arise from fraud or error and are considered material if. Individvally or in aggregate, they could reasonably be expected lo influence the econornic decisions ol users taken on the b8sis of these financial staternents. Irregularities, including fraud, are instances of non-mplIance with laws and regulallons. We design procedures in line with our responsibilities, outlined above, to detect material misstatements in respect of irregularities, including fiaud. The extent to which our procedures are capable of detecting irregularities, including fraud is detailed below.. Understanding the legal and regulatory framework appli¢ablo lo the entity and how the entity is complying with that framtrwoik., Law5 and regulations identified as being of significanca in the text of the entity., Assessment of the susceptibility ol the enliW5 financial statements lo material misstalomgnt, induding how fraud might occur., Our assessment tsking into account the scope and nature of the entty's 8ctivilies in the effectiveness of its ¢onlrol environment and compliance with the laws and regulations. Use of our report This report is made solely lo the charitable corllpany's mernbers, as a body, in accordance with Ghapler 3 of Part 16 of the Companies Act 2006. Our audit work has been undertaken so that we might slate to the ch8ritable Company's members those matters we are required to slate to them in an audilorfs report and for no other purpose. To the lullesl extent permitted by law, we do not accept or assume responsibility lo anyone other than the charitable company and the charitable companys members as a body. for our audrt work, for this report. or for the opinions we have fomied. Alison Sanderson FCA Senior Slalulory Auditor, for and on behaK of Liles Morris Ltd Chartered Accountants & Slalulory Auditors First Floor 80 Coombe Road Surrey KT3 4QS Date.. 2021

ENFIELD CITIZENS ADVICE BUREAU IA company limited by guarantee) Statèment of Financial Activities For the year ended 31 March 2021 UnrestTi¢ted Designated Restricted Fund5 Funds Funds Total Funds 2021 Total Funds 2020 Notes Incomlng Rosourcos Donations Charitable Acllvilles Other Trading Aclivthes Government Grants- Job Retention Scheme Investment Income- Bank Inlgrgst Other Incorne Totsl incoming resources 7,038 412,072 68,380 18,447 2.038 7,038 1,132.211 68,380 18.447 2.038 2,468 884.423 142.631 720,139 2,699 9.055 1.228,114 1,041,276 507.975 720,139 Resources Expended.. Charitable activities $07,852 804,543 1,112.395 1,000.370 Total regources expended 507,852 604.543 1,112,395 1,000,370 Net IncomellOut90ing1 Resources before transfers Transfers btheen funds 123 115,596 115,719 40,906 Net movement in fundslNot Incom81 lèxpènditurel for the year Balan brought forward at 1 April 2020 309,406 150,01 16.249 475.S55 434,749 Balance Carrlèd Forvlard 13 309,529 150,0 131.845 591.374 475,65S The notes on pagès 10 to 16 form part of these accounts

ENFIELD CITIZENS ADVICE BUREAU IA company limited by guarantee) Balance Sheet at 31 March 2021 Notes 2021 2020 Fixed Assets Tangible assets 4,833 7.250 Current Assets Dèbtors Cash at bank and in hand 10 100,760 692,673 793.433 59,282 603,124 662.406 L&ss Cr•ditors.' Amounts falling due withln one year Net Current Assets Total A¥s8ts Less Current Llabilities 103,740) 1122,774 689,693 694,526 539,632 546.882 Less Creditors.. Amounts falllng due after more than one year 12&15 1103,1521 171.2271 Net Assets 591,374 475,655 Fund5 Unrestricted & Designated funds.. Contingency funds Designal&d funds General funds 120,000 150,000 189.529 459,529 120.000 150,000 189,406 459.4C6 Restncted fund 13 131,845 16,249 Total Fund8 13 591,374 475,655 The financial Statements are prepared in acrdanCe with the special provisions applicatile to companies subject lo the small companies regime. These financial statements were aulhorised by the Trustees on 27 October 2021, and were signed on their behalf by.. J Hopwood ChalmianlTrust¥e Rodin Tr*asurerrustee The notes on page$ 10 to 18 form part of these accounts

EIYFIELD crrizENS ADVICE BUREAU CASHFLOW STATEMENT FOR THE YEAR ENDED 31 MARCH 2021 P4ote 2021 2020 P4et cash inflowl{outflow) from operatlng aetivlties 87,511 48,590 Return5 on investmen¢5 and servicing of finance 17 2,038 2,699 In¢r¢asel(decreast) in eash in the period Reconciliation of net cash flow to movemcnt In net debt Increasel(decrease) in cash in the period 18 Movement in net debt in the period CAsh and Cash Equiv8lents 8t tb¢ stgrt of th¢ Year 89,549 51,289 551835 Cash And Cash Equivalents at the end of the Year The notes on pages l 0-16 forn) part of the accounts

ENFIELD CITIZENS ADVICE BUREAU IA company limited by guaranteel Notes to the accounts for the year èndod 31 March 2021 Accounting PoliGie$ lal Basis of preparation These financial statements have been prepared under the historical cost convention. The rinanual slalements have been prepared in accordance with the Accounting and Reporting by Charities.. Staternenl ol Recommended Piactice applicable to charities preparing their accounts in accordance with Ihe Financial Reporting Standard applicable in the UK and Republic of Ireland IFRS1021 (effective 1 January 20151-IICharities SORP IFRS1021}, the Financial Reporting Siandaid applicable to the UK and Republic of Ireland IFRS1021, and the Companies Act 2008. The Charity meets the definition of a public benefit entty under FRS102. Assets and liabllilles are initially recognised at historical cost or Iran5ilion value unless otherwise slated in the relevant accounting policy nolelsl The financial slalemenls have been prepared on a going concem basis. In ariiving at this conclusion the Iruslees have taken into account any rnalerial vn¢ertainties that may affect the charity's ability lo continue as 8 going eoncèrn. The period covered by this assessment is at a minimum level of 12 months from the date of the approval of th8 accounts. Incoming rgsourcès Voluntary income including donations, girts and grants that provide core funding or are of a general naluie are recognised where there is entitlement, certainty ot receipt and the arnounl can be tneasurèd with suffiaent realiability. Such income is only deferred when.. Thè donor specifies that the grant or donation musl only be used in future accounting periods., or The donor has Imposed condrtions which must be met before the charity has unconditional entitlernent. Investment income Is reeognised on a receivable basis. Income from charitable activities includes incorlle r1Ved under ¢onlra¢t or where entitlement to grant funding is subject to specific performance conditions is recognised as earned (as the ielated goods or setvices are provided). Grant income included in this category provide5 funding lo support performance activities and is recognised where there is entitlement, cèrtainty of receipt and Ihe amount can be rneasured with sufficient reliability. Resources expended Re50ui¢8s èxpènded are included in the Statement ol Financial Activities on the accruals basis inclusive ol VAT which cannot be recovered. Charitable expenditure comprises those costs incurred by the charity in the delivery of ils activities and services for ils beneficiarie5. 11 includes both costs that can be allocated directly lo such activities and Ih05e cos15 of an indirect naluTe necessary lo support them. Support C051s are Ih05e cos15 incurred directly in support of expendrture on the objects of the charity and indude proje¢t management. Tangible fixed a¥¥ets and depreciatign Tangible fixed assets are stated at cost less accumulated depreciation. Depreciation is provided at rates calculated to write off the cost less residual value of each asset over ils expected useful life as follows.. Flxtures, fittings and equipment- 25'A on cost Funds stru¢ture The charity has a nurnber of restricted income fvnds to aOnI for sllualions where a donor requires that a donation must be spent on a particular purpose or where funds have been raised lor a specific PLJrpose. All other funds are unrestricted funds. ifj Pensions The chanty operates a defined contribution scheme. contrbUt10ns lo the scheme are based on applicable pension costs in the organisation taken as a whole. The pen510n charge recoidad in the aceounls19 the amount of contrfbutlons payable in the accounting year. 10

ENFIELD CITIZENS ADVJCE BUREAU IA company limitsd by guarant¢¢l Notes to the Accounts for the year ended 31 March 2021 ifj Pensoons Icontdl The org8nisalion also participates in a multi-employer defined benefit pension scheme. Details lo this are in note 15 and the annexe lo the accounts. Debtors Trade and other debtors are recognised al the settlement amount due after any trade discount offered. Prepayments are valued at the amount prepaid nel of any trade discounts (lue. Ihl Cash at bank and In hand Cash al bank and in hand indudes cash and short term highly liquid investments in deposrts or similar aceounts. Cr•ditors and provisions Credit015 and provisions are reeognised where the charity has a present obligation resuEting from a past event that will probably result in the transfer of funds lo a third party and thè amount due lo settle the oblig81ion ¢an be measured or estimated reliably. Creditors and provisions are normalty recognised 81 their settlement amount after allowing for any trade dis¢ounl$ du&. 21 Charitsble A¢tivitiÈJ Unrestricted Restricted funds funds 2021 Total 2020 Total L.B. Enfield- Core L.B. Enfield-HIVIAid5 Pioject L.B. Enfield- Brexit Projeci L.B, Enfield- Disability Project L.B. Enli@Id-Childrens Centre L.B. Enlield - COVID 19 Fund L.B. Enfield-Housing Projèct The Mary Kinross Trust National citen$ Advi¢e-Energy National Citizens Advi¢e-Help lo Claim National Citziens Advice-windrush Project National Citizens AdviTr-BEIS National Citizens AdvI-WebChaI The Mercers Trust Enfield Connection5 Tharlles Water Trust Th& Henry Smith Charity Enfield Voluntary Action-Debt Advice Enfield Voluntary A¢tion-GP Outreach RSA Trust Big Lottery Fund Grant Big Lottery Lottery-COVID 19 Responsg PJK Trust North Middx. Hospilal-HIV Project Chiislian Action Hotne OffiTr-8rexit Project Home Offi Trust for London Trust for London-COVID Response Old Enlield Charitable Trust Thomas Deane Enfield Community Transport Romeera Foundation Over 50,5 Forum Power 2 Change-Life After Loss HMRC- JRS Grants Other Grants 340,0 340.OW 340.000 33,912 48,000 28.500 45,000 35,000 28,500 45,000 35.0 28,500 45,000 34.572 24,999 36,500 7,500 6,360 9,505 147,836 144,654 975 1,365 4,000 4.838 14,000 31,000 34,544 40,000 31,594 40,01 8,000 27.295 9,051 34.572 24,999 36.500 8.3eO 147.836 975 4,000 4.838 14.000 31,000 34,544 40,000 31,594 40,000 8,000 27.295 9,051 14.000 48,198 31,665 e,0 27,295 10,000 10.000 12,657 16,000 13,406 24,054 16.OQX) 13.406 24.054 8.000 24.000 25,0 9,580 17,01)0 7,OfX) 7,606 25.000 9.580 17,000 7,000 7,608 17.000 2.392 9,329 2,575 67,499 67,499 18,447 1,WO 18.447 1,000 876 430,519 720,139 1,150.658 8e4.423

ENFIELD CITIZENS ADVICE BUREAU IA company limited by guarantsel Notes to the Accounts for the ytrar •ndod 31 March 2021 31 Other Tradlng Activities Unrestricted funds 2021 Total 2020 Total Charity Shop Income 68,380 142,631 41 Costs of ¢haritable actlvlties- by fund type Unrestricted Restricted funds funds 2021 Total 2020 Total L.B. Enfield - Core L.B. Enfield-childrens Centre L.B. Enfield-Housing Project L.B. Enfield - Disability Project L.B. Enfield - Brexit Project National Citizens Advice-Energy National Citizens Advice-Help to Claim National Citizens Advice-windrush Pioje Christian Action Housing HIV/Aids Project TB Project Enfield Connections EnfiÈld Voluntary Action-GP Outreach Enlield Volun18ry Actlon-Debt Advice Thames Water Trust Rorneera Foundation Big Lottery Fund Grant Big Lottery Lottery-COVID 19 Respons8 National Citizens Adviee-webchat Tru51 lor London-COVID Response Trust lor London RSA Trust Charty Shop Operation81 Costs The Henry Srnilh Charity PJK Trust The Mercers Trust Over 50's Forum Old Enfield Charitsble Trust Power 2 Change-Lif8 After Loss Horne Office-BreMI ProJe¢t Horne Offi¢e Enfield Community Tiansport Other Grants 394,791 394,791 339,359 43,164 41,565 20,520 25,922 25.279 43.164 20,520 25,922 25.279 28,500 48,OCLI 4,812 147,569 143,754 1,365 11,9 41,547 7,5 48,198 147.569 11.259 22,154 11,2S9 22,154 31,000 40,000 15.310 33.887 31.000 40,000 15,310 33,887 31,665 11,539 27,295 27,295 1,900 1,900 1,900 2S,000 3,771 27,295 1,900 1.900 1,900 25,000 24,OCX) 3.771 8.000 113,Cf1 128.883 39,057 113,061 39,057 7.549 14,0 2,575 17,000 14.000 14,000 17.000 36,823 14,417 17.000 36,823 14.417 8,000 2.392 876 5.416 5,416 507,852 604,543 1.112.395 1.000,370 12

ENFIELD CITIZENS ADVICE BUREAU IA company limitèd by guarantee) Notss to thè Accounts for th* ye•r ended 31 March 2021 51 Co$ts of charitsble activities . by acdvlty Grant Fundingl Operational Sorvi¢g$ 2021 Totsl 2020 Total Cor8lOp&rational and General Advisory SeNices Project Spe¢ific Advisory Services Charity Shop Costs Governance Costs (Note 6) 381.595 604,543 113,061 13,196 381,595 604.543 113.ffi1 13.196 335,418 522,095 128.883 13.974 1.112.395 1.112.395 1,000.370 61 Govemance Unrèstri¢t¢d funds 2021 Total 2020 Total Auditors Remuneration Accountancy Charges Legal & Profe55ion81 Fees Meeting and AGM costs 3,240 9,760 196 3,240 9,760 196 3.000 8,750 1,978 246 13,974 13,196 81 staff costs 2021 Total 2020 Total Wages and salaries Social security costs Pension costs 760,680 728,831 62,503 52,487 55,348 16,43S 878,531 797,754 No employee received emoluments of more than £6D,00012020'. Nil}. No Iruslee received any remuneration in respect of their role as Iru51ee. The average rnonthly number of full lime equivalent employees was 31 12020.. 301. This Includes the GEO. four rnanagers12020". 41 and 26 Project & Support s18ff12019.' 251 The key rnanagement personnel of the charity comprise the Trustees and the Chief Executive Officèr.The lolal employee benefits of the key managernent personnel of the charity were £40.79412020". £45.8831.. 91 Flxed Assots Flxtur•$. Flttlnys & Equipment Total Cost At 1 April 2020 Additions in year At 31 March 2021 81,972 81,972 81972 Depreciation Al 1 April 2020 Charge for the year At 31 March 2021 74,722 2,417 74.722 2.417 N8t Book Value 31 March 2021 4,833 Nel Book Value 31 March 2020 7.250 7.250 13

ENFIELD CITIZENS ADVICE BUREAU Notes to the a¢¢ounts for th8 year endod 31 March 2021 101 Debtorn 2021 2020 Trade Debtors Other Debtors and Prepayments 49,632 51,128 100.760 11.675 47,607 59.282 111 Creditors: Amounts due withln one year Trade Creditors Other Creditors Accruals and Deferred Income (Refer Note 191 15.711 1.314 18.507 17,527 69.522 103.933 103.740 122,774 Credltors.. Amounts morn than onè yèar Pension Liability (Refer Note 151 103.152 71.227 131 Restricted Funds Movèment of Resources Incoming Outgoing Transfer (toll from Unrestricted Balance Funds 3110312021 Balance 0110412020 L.B. Enlield-HIVIAids Project L.B. Enlield Childrens Centre L.B. Enfield - Brexit Project L.B. Enlield- Disability Project L.B. Enfield- Housing Project National Citizens Advicé-Enèrgy National Citizens Advice- Help to Claim Nation81 Citizens Advice- Windrush Project National Cilien5 Advice-BEIS COVID Response Grants The Henry Smith Charity Thames Water Trust Christian Action Enfield Community Transport Power 2 Change-Life Aft&r Loss Home Office-Brexit Project RSA Trusl Big Lottery Fund Grant Enfield Voluntary A¢tion-Debt Advic& Enfield Voluntary Action- GP Outreach Enfield Connections Thomas Deane The merrS Trust North Middx.Hospilal-HIVPioject Trust for London Old Enlield Charitable Trust 2.365 3.435 2,3e5 5,271 9.721 2,578 4,479 11,053 45,000 35,000 28.500 24,999 8,360 43,164 25,279 25,922 20,520 4,693 900 147,836 147,569 1,167 975 4,000 23,469 40,000 34,544 13,406 7,608 67,499 24,054 8,000 27,295 31,594 975 4.000 17,769 5,700 39.057 33,887 11,259 5,416 36,823 14,417 3,771 27,295 15,310 2,256 2.913 2,808 2,192 30,676 9,637 5.706 1,477 16,284 40,000 31,000 7.000 14.000 16.000 25,000 17,000 720.139 40,000 31,000 7,000 14.000 15.154 25,000 17,000 604.543 846 462 462 16.249 131,845 Unrestricted Designated Re¥tricted Funds Funds Funds Total Tangible Fixed Assets Net Current Assets 4.833 302,633 307,466 4,833 584,478 5e9,311 150.000 150.000 131.845 131,845 14

ENFIELD CITIZENS ADVICE BUREAU Not9$ to thg ac¢ounts for th• year ended 31 March 2021 141 Detalls of funds nrestftGtecl Fund The General Funds of the Charity are for the provision of advice lo clients in relation to their rights responsibilities and services available lo them. The Contingency Fund has been created for the purpose of reserving funds for erneigencies and unforseen expenditure. Desi naled Funds The Designated Fund was previously set up tts provide for future expenses relating to premises and IT requirements. Restrict& Fun HIVIAid$ and TB Worker Fund - Specialist outreach advice at the North Middle5ex Hospital and other community locations. Childrens Centre- Advice and infotrllalion lo families with children under 5 years old. National Citizens Energy ProSèct- The provision of specialist support across London around entrrgy savings issues Tham88 Water- The provision of money advice lo Tharnes Wat8r customars. RSA Tru5t- Outreach advice al Ordnance Road Library. North London Geneial Advice. National Citizen5 Advice Help to Claim- Support for people in the early stage5 of a Universal Credit clairn. from application to first payment. L.B. Enfield IDIsobility Projfr¢tl- Advice for disabled people. Th8 Mercor8 Trust. welfa advice for North Enfield Foodbank. Old Enfreld Charitable Tru8t IOECTI . Money and debt advice. Big Lottery Fund Grant- Universal Credit clairnant5' advice on benefits and debt. Trust for London - Housing advice. L.B. Enfield (Brexit Project) - EU settlement and pre settlement application. Oth¢r Proje¢ts and Operational Grants - A range of vital funding was received from charitable trust funders to contribute to various aspects of our work, including training lor volunteers. support for our PTO bono legal advice rota and money advice. P•nsron and other post retirement bonefits The charity participates in the National Association of Citizens Advice Bureaux Pension and Assurance Plan119911 which is a funded defined benefit arrangernent. The employers operate a defined benefit scheme in the UK. This is a separate trustee-administered fund holding the pension scherne assets to meet long-term pension li8bililies.A full actuarial valuation was carried out at 31 Mar¢h 2021 by a qualified independent actuary. based upon membership data as 8131 March 2019. sponsoring employer. The major assumptions used by the actuary and details of the scheme aTe in the schedules annexed lo these accounts. The schedules do not form part of the audited finanaal statèments. The annual contributions by Enlield Gilizens Advice Bureau is £6,000. The liability lo the organisation is as noted in Nolts 12 in the accounts. 15

ENFIELD CITIZENS ADVICE BUREAU NOTES FORMING PART OF THE FINANCIAL STATEMENTS Notc 16 RECOP*CILIATION OF THE NET IOUTGOINGI/INCOMING RESOURCES TO NET CASH INFLOWI(OUTFLOW) FROM OPERATIIYG ACTIVITIES 2021 2020 Net (outgoing)lincoming resources Dcpr¢ci2tion ch3rgcs Interest received {Increase)/Decrease in debtors {Decrease),qncrease in creditors Fixed Assets Additions 115,719 2,417 {2.038J 141,478) 12,891 40,906 2,416 (2,699) (9,300} 26,933 (9,6661 Net cash inllowl(outflow) from operating activities ANALYSIS OF CASH FLOWS FOR HEADINGS NETTED IN THE CASH FLOW STATEMENT 17 2021 2020 Returns on investrnents and servicing of finance Interest received 699 Net cash inflow for return5 on inve5trnents and 5erviciDg of finaThce ANALYSIS OF CHANGES IN CASH AND CASH EQUIVALENTS At 1.4.20 Cash flow 18 At31.3.21 Net Cash.. Cash at bank Total 19 ANALYSIS OF DEFERRED INCOME (Grants received deferred over the life of the project5) Edmonton Unitcd Charity Enfield Voluntary Action (EVA) Thames Wat¢r-I rust L B Enfield- Training Matter PJK Charitable Trust Thoma5 Deane Trust The Mercers Trust L B Enfield- HUBIWAS14 Enfield Community'fransport Pow¢r 2 Change - Life After Loss The Old Enfield Charitable Trust RSA Trust Enfield Voluntary Action-Benefits Advi Co-op Community Fund Other Projects & Operational Grants 2021 2020 12,072 12,072 10.000 3,664 5,000 3,664 5,000 7,000 7,000 5,000 7,608 7.000 5,000 7.501 4,250 8,000 8.000 7.000 2.674 3.069 2.674 3202 60,980 75,470 16

FRS 102 d18closur88 lor the 12 months 8nded 31 March 2021 Pènslon c08t noto Cth"Trns Advice Ilhe Principol Employen operate$ a defid benefrt sd)eme I'lhe Plan? in the UK which provides both pensions in retirement and death b8n8fi1s to members. Pension benefits are relaleij to the fflember5' final salarie5 al retirement and Iheir lerylh of serviGe al the date they retired or left pensionaNe sÈrvir. Thè Plan dosed 10 future attrual on 31 Marth 2008. Plan also contsins some money purotha$e AVC$ and prote¢ted rights fund8, which a not induded in Ihe$e di$¢k)$ure$. In accordanr wlh Ihe $chedule of coniribulions in forte over ts 2021r22 accounting year. the contributions io the pian forihÈ year enOiTrJ 31 Msrch 2022 are extected lo be £2,579,000. which inclulley £2,279.000 Iow8rds the Llefiol and £3LKI.000 as an 8llow8nce for 8dmini8lration expen8es and all scheme levies. The Plan is a gisted scheme under UK legislation. The Plan 15 subject lo Ihe 5thme funding requiremen15 oullineil in UK 189islaiion. The Plan Ss govemed by the Plan's Trust Deed 3nd Rules ¢aled 4 April 2011. The Trustee is re5PQn5ib for the operatson and Ihe governance of the Plan. induding making ¢eci51ons regarding the Plan's funding Invesltnent slralegy lallhough they are ulred lo consutt the Prfndp81 Employer). A full actuarial valuatiDn Dfthe Plan was ratried out a$ ai 31 March 2021 by a qualified indèpÈndeni actuary. based UPDn membership data as al 31 March 2019. allowng for as5ume¢ rnembership movements overthe period frorn this date, a5 well ds any actual transfeis out or Iriwal commulatsons overlhe pericny. The most recent fomiai actuarial valuation of the Plan was as at 31 March 2019 and revealed 8 fundlro deficll of £68,501,WO. In the recovery an agreed followng the valuation, the Principal Employer and other partiopaling etnployer5 agreed tD pay deficit dcb0n coniribthions of £2,279.000 per annum wlh the view lo elminsling Ihe deficit by 31 March 2037. The liabilities of the Pl8n are based on Ihe current value ol expected benefit payrnenl ca5hflow5 to members of the Plan over the ne 60 or more yea. The average duration of the liabilille8 is approximalety 16 years. The Plan Is exposed lo aclugri81 risks such as market linve51rnenll risk. Intere51 rate Dsk. infiatK)n n5k, currency rK and longevity The major 88sumpUon8 used by th8 &ctuary w&re (ln nomlnol temisl as follows.. Atsat 3110312021 Asat 3110312020 DL8counl rale 2.10% 3.30% 2.80% 2.80% 2.40% 2.80% 2.00% 2.00% Revaluabon of defetred pènsions in excests of GMP Pension In payment increases of.. CPI or 5% p.a. if les5 CPI infialion since rel1ment or S% p.8. compound If less CPI or 3% p.a. if le55 ommutation of pension for cash al retirement 2.80% 2.80% 2.50% 75% of HMRC maxiTnum 2.00% 2.00% 1.90% 75% of HMRC maxitnum A8at 3110312021 Asat 3110312020 Aurned life expectsnGies on rtlT¢mont at agè 6$ are.. Retiring today- Malas Relinng today- Females Reliring in 20 years lime- MaleÈ Retiring in 2D years time- Female5 21.2 21.2 24.1 22.6 256 22.6 25.7 Value at 3110312021 £ODO$ Value at 3110312020 £OOOs The assets In the Plan wèrè-. Mulli 858el fund5 Struclured Equity Cash FdlTvdlye of Plan assèts 72.995 24,849 1,509 99,353 61.086 24,279 The actual return on assets ov8r tho porfod wa8.. 14.282 188 Present value offunded obligations Fairvabue of Plan a$$et$ Surplus11d¢lt) In fundod 8¢homo 161.415 99,363 140,310 85.959 S4,3SI

Present Value of unfunded oblKJations Unrecognised actuarial gains Ilosseg) Adju5tfflent in respect of asset ceiling antl minimum funding requirèm( Not Il¥bllMy In balan¢• $heot 62,062 54,351 Roconcillation of oppning •nd ¢1o$lny balan¢es of th¢ pr8$¢nt of th¢ dèfined benèrrt obllgation 3110312021 £0005 3110312020 £0005 Benefit obligalion al beglnnlng of year Current Sery1 c051 Inieresi cost Contributions by Plan participants Actuariallgainslllosses Benefits paid and expenses Past seNice cost Selliements Business combinatlons ExJ)ange rate Bonofit obllgatlon at and of year 140.310 652 3.322 144,378 3.549 21.568 14.4371 12.8231 15.6801 161415 140310 Roconclllatlon of openlng and closlng balances of thA lalr valu• of Plan a¥¥ets 3110312021 £0008 31M1312020 £OOOs Fair value of PLgn &58ets al beginnlng of year Interest income on Plan asseis Retum on a55ets. exduding intere51 income Conlribulions by employers Conlribulions by Plan p8rticipanls Benefits paid and expenses Bu$ines$ tombin81ions Setllemenls Exchange rate Falr value of Plan assets 4t end of yoar 85.959 2.052 12,230 3.549 88.882 2.183 11.9951 2.549 14.4371 15,6601 Tho amounts racogt)18od In proflt or lo.. 3110312021 £OOOs 3110312020 £OOOs Service cosl- IV(lIng current and pa515ervice cost5, and 5ettlemenl Servlc8 $t- admlnSstrallve cost Net interest on the nel defined ir£frt liability Total èxponso 652 1.270 1.36 R¢mèa8ur8mènts of tho not dofined bandlt Ilabllty la86Ot) to bo Shown In OCI.. 3110312021 £OOO$ 3110312020 £OQOs Actuark81 Igainsinosses on the li8bilrtle$ Return on 35sets. excluding inlerÈsi income Changes in the effeth of the asset lling exduding Interest InMe Total remo88urement of th8 not doflngd bongfit Ilabllty la¥1) to shown In OCI 21,568 112.2301 12,8231 1.995 828

ENFIELD GITIZENS ADVICE BUREAU IA Company Limited by Guarantèèl No.. 3626139 REGISTERED CHARITY NUMBER 1072841 TRUSTEES REPORT AND FINANCIAL STATEMENTS YEAR ENDED 31 MARCH 2021

Annual Report 2020-21

ANNUAL REPORT 2020-2021

We value diversity,

promote equality and challenge discrimination

CONTENTS

Adviceline: 0300 330 1167

Message from the Chair

Annual Report 2020-21

Annual Report 2020-21

Treasurer’s report

Message from the Chief Executive

Annual Report 2020-21

Staffing and volunteers

Annual Report 2020-21

Our Projects

Our Projects

We give people the knowledge and the confidence they need to find a way forward – whoever they are, and whatever their problem.

Annual Report 2020-21

Citizens Advice Enfield in the

Community

Our achievements

Research and Campaigns - Prevention is better than Cure

3 in 5

Looking forward to 2021-22

Looking forward to 2021-22

THANK YOU

www.citizensadviceenfield.org.uk