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ANNUAL REPORT 2023 - 2024

WWW.CITIZENSADVICEENFIELD.ORG.UK ADVICELINE: 0808 278 7837

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

WE VALUE DIVERSITY, PROMOTE EQUALITY AND CHALLENGE The Service aims: DISCRIMINATION

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

· To improve the policies and practices that affect peoples lives

Message from the Chair	3
Message from the Treasurer	5
Message from the Chief Executive	6
Staff & Volunteers	11
Our Projects	13
Citizens Advice Enfield in the community	19
Our achievements	20
Our Research and Campaigns	21
Looking forward to 2023-24	22
Our value to Society	23
Appreciations	24

MESSAGE FROM THE CHAIR

2023/24 was another year of change for Citizens Advice Enfield. The impact of the cost of living, energy prices and the Housing and homelessness crisis meant our service saw an overwhelming rise in demand.

At the same time CA Enfield struggled to recruit volunteers and paid staff into the service to meet the demand. We had to make some difficult decisions and restructure our service to become more agile. This will enable us to respond to the constant changes in the operating and economic environment.

I am very proud of our staff and volunteers ability to consistently deliver such a high quality service against such difficult circumstances. Using their expertise and experience to guide clients through the intricacies of the housing crisis, manging debt, accessing the benefits that are due to them, assisting them in engaging with their landlords and a wide-range of other problems is commendable.

The Trustee board has also reviewed how we work and made some changes to our sub committees and our articles in order to better support the Chief Exec. We have recruited new Trustees and appointed a new chair Mr Stephen Burr who will take over from April 2024. After 8 years serving as chair it is time for me to step down.

CA ENFIELD | ANNUAL REPORT 2023-24

CA Enfield is an independent charity, our core advice is funded by Enfield Council. We deliver a range of specialist projects which are funded by various grant-giving agencies and trusts. While we are a part of the national Citizens Advice network, we have to be self-managed and funded. As Trustees we have to ensure that CAE is well governed, that we comply with all the legal and financial requirements that charities face, and we support the staff team in planning for the future.

Our trustees are committed to CAE and bring a range of knowledge and experience.

As always, I would like to thank my fellow trustees for their support for CAE and for me. This year Reza Chowdhury decided to stand down as a trustee after 6 years. We also welcomed two local authority observers Cllr Josh Abbey and Cllr Julian Sampson.

It has been a privilege and a pleasure for me to be the Chair of Trustees for the past 8 years which has seen many changes. On their behalf I take this opportunity to thank all the staff and volunteers for all their hard work to meet the increasing needs of so many Enfield residents. I wish Stephen the very best of luck during his tenure as chair. I will be staying on as a trustee and will support him.

Jeff Hopwood, Chair of Trustees

“The adviser was so good and very helpful. But my problem is not resolved as I am still waiting for a response from the Home Office. Thank you very much for being there”

CA ENFIELD | ANNUAL REPORT 2023-24

TREASURER’S REPORT

This year has been a challenging year with regards to the financial statements. We have carried out a restructure which has its associated costs. The cost of living has impacted on our increased running costs including staff payrises whilst our grant income has been fixed. It has been difficult to source adequate funds to deliver our projects.

The net results for the year, shows a deficit of c£116k. The trustees have made the decision to fund payrises from unrestricted reserves due to the fixed nature of our grants. The trustees also agreed to use unrestricted reserves to retain staff whilst the CEO continues to fundraise to close the gap between our grant income and our running costs. It must be pointed out 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.

Our reserves at the end of the year stands at c£591k which is approximately 56% or 6 months’ worth of operating costs (including restricted funds). The board together with the CEO have decided to keep this level for a number of reasons. It is used to fund future pay rises during this cost of living crisis. Due to the number of major grants that came to an end on 31st March 2024, it is used to keep staff employed whilst the CEO works to secure additional funding to enable us to carry on our work to meet our objectives. In addition, unrestricted reserves will also be used to adapt the office premises for the new hybrid way of working in the coming year as this was deferred from last year.

I would like to thank Nnenna Anyanwu CEO, our finance officers; Asma Mudhir and Evangeline Price. Liles Morris and Stanley Joseph our auditor and all the staff who have worked tirelessly to ensure we maintain good financial management.

Marion Rodin Treasurer

CA ENFIELD | ANNUAL REPORT 2023-24

MESSAGE FROM THE CHIEF EXECUTIVE

Welcome to Citizens Advice Enfield’s annual review of our activities of 202324. There have been three major issues that have defined the last 12 months. The housing crisis, the cost of living and energy crisis and the impact of these on clients mental and physical health.

We recognise that the world of advice is changing but demand for advice still out strips supply. This year we decided to restructure our operations in order to improve our efficiency and ability to respond to the changes in the current landscape. In addition to our AQS (advice quality standard) for our core/general advice, we have been able to achieve specialist AQS advice accreditation in key areas of Housing, Welfare benefits and Debt.

This has enabled us to set up specialist units which can focus on providing the more indepth casework advice as well as general advice. We have also been able to create a capacity building training function which is both internally and externally focused. This will enable us to be able to expand the reach of advice services by delivering training to smaller community groups and build their capacity to deliver first line advice.

We also modified our website and online tools to make them more accessible to people with disabilities.

We refreshed our strategic business priorities following our team awayday to be more reflective of the current environment. There are 3 key strategic priorities and 2 support themes; Client Centred Advice, Advocacy and Inclusive Access. The support themes are Technology and Organisational Health.

CA ENFIELD | ANNUAL REPORT 2023-24

Our quality of Advice remained excellent, consistently scoring Green throughout the year. With our top 3 advice areas being welfare benefits (2,440 clients), housing (1,742 clients) and debt (949 clients). Housing problems has overtaken debt problems again this year demonstrating that the housing crisis has worsened over the past 12 months along with the cost of living crisis it has pushed families to the brink. The demand for foodbanks and additional charitable support remains worryingly high at 441 clients. We helped administer the Council’s Household Support Fund giving out grants to clients to help with household items, fuel costs and other warm winter payments.

Our Advocacy work has also increased. Our housing adviser and campaigns staff have done a lot of work to get to the root cause of the housing problems in Enfield in collaboration with Local Motion Our quarterly Enfield Housing Partnershipcampaigns group engagement with stakeholders from the Housing, benefits and council tax teams as well as the 3 MPs offices and the DWP. We have also been delivering workshops in the community on digital skills and accessing online services as well as financial capability helping residents get through the cost of living crisis. We delivered a PIP form filling workshop. We provided our insights into Enfield councils consultation on Council Tax Support scheme and the housing placement policy.

Inclusive Access: We are striving to make accessing our service more inclusive which is not an easy thing given the exponential rise in demand and the limited resources that we have to work with. We have recognised the levels of intersectionality within our client base. Using technology and restructuring our staff resource in outreaches, we have been able to improve accessibility and the experience of the clients who are most marginalised due to multiple disadvantage.

CA ENFIELD | ANNUAL REPORT 2023-24

We have invested in Technology which is essential to enable us support clients in a wide range of ways. We updated our website to have some additional functionality which makes it more accessible for people with disabilities.

We have made sure our systems are continuously updated and fortified against cyber attacks. We constantly work to build our IT infrastructure and train/upskill staff on the IT systems to ensure that our clients experience a seamless journey when accessing our service via various platforms.

Organisational Health is very important to maintain the stability and longevity of the service. We have broadened our project funding base and delivered a number of new projects including British Gas debt advice and crisis prevention support which aim to support those with multiple

disadvantages particularly homeless and low income families.This year as an organisation we have also been impacted by the cost of living in terms of rising staff and running costs and a fixed grant income. This is in addition to the cost of the restructure.

We appreciate Enfield Council and all our funders who have continued to support us year on year as the nature of the work we do needs the continuity and stability which multiple year funding offers.

CA ENFIELD | ANNUAL REPORT 2023-24

As mentioned above staff are key to the successful delivery of good advice and the survival of the organisation. As such it has been even more important to ensure we look after our workforce’s wellbeing and foster a positive work Culture particularly with the stresses of the cost of living crisis. We held a number of social activities throughout the year including our annual picnic, staff walks, awayday, Christmas party and celebrated Volunteers week to appreciate our volunteers. We also have a number of initiatives to support staff wellbeing. I am grateful to the Board of Trustees who approved a pay increase during the year which had to be funded from our unrestricted reserves due to the fact that our grant funding is a fixed amount.

I would like to thank the Board of Trustees for their continued support and guidance throughout the year.

CA ENFIELD | ANNUAL REPORT 2023-24

Finally, I would like to use this opportunity to appreciate all the staff, volunteers and supervisors for their commitment and dedication to helping our Enfield residents through some of the most challenging times this year. They have put in a lot of effort to ensuring that we continue to help our clients to find a way forward with their problems. Without them, we would not have been able to do what we do so well.

Nnenna Anyanwu, Chief Executive Officer

“I have been trying to get PIP but I was fobbed off by the DWP. Citizens Advice Enfield adviser was a great help in getting through. They are so good and more helpful.”

CA ENFIELD | ANNUAL REPORT 2023-24

STAFFING AND VOLUNTEERS

Our staff and volunteers are essential to the success of the Citizens Advice Enfield. They are very diverse and majority are residents of Enfield and the surrounding boroughs. Some of our staff have lived experience of the issues we ercome deal with everyday. They are really committed to helping our clients ov their issues. We appreciate all our dedicated staff and volunteers. Without all of them, we would not be able to deliver our vital services.

I feel proud to volunteer because we have a strong team spirit, communicate well together and with the Local Authority. We also provide an excellent service helping many people through difficult situations

Away day | Summer picnic | Financial capability workshop

CA ENFIELD | ANNUAL REPORT 2023-24

We had an average of about 15 volunteers working with some leaving and VOLUNTEERS others starting throughout the year. The quality of service and time commitment our volunteers give is well respected and appreciated across. the borough and I am personally proud of what we have been able to achieve together over the last year.

There have been ongoing challenges with recruiting volunteers. We are always looking for new volunteers and ways of recruiting more volunteers. This year we said good bye to 6 staff some of them were experienced advisers. We welcomed 5 new staff bringing our total paid staffing number to 29 (24 FTE) in the team.

CA ENFIELD | ANNUAL REPORT 2023-24

OUR PROJECTS

Our advice is for everyone but we design our services so they are proportionate to need, even where the numbers of people affected are relatively small. In the last year, our role in society has focused on helping people through the cost of living and housing crisis providing crisis prevention support where necessary.

Our overarching ambition remains the same as it has always been:

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

During 2023-24 we delivered 17 different projects in order to meet the various vulnerabilities our diverse clients presented to us.

Our core advice service...

...has been delivered by telephone and online webchat. The top 3 areas people contacted us for were welfare benefits, housing and debt and, during the period of the report, this accounted for approximately 70% of the issues. Each client comes to us with about 4 problems, and we carried out approximately 3 tasks on their behalf, for example letters, telephone calls, emails. We offer specialist welfare benefits, housing, and debt advice project appointments. Our advisers see clients face to face by appointment at our office in Vincent House or at one of our outreach sites, for example local libraries, Foodbank or Children’s Centre. In addition to these specialist projects, we delivered projects related to crisis prevention and outreach advice in food settings such as foodbanks, schools and the community hubs.

We also continued to deliver our health-related advice services for people with disabilities and people affected by Long COVID and HIV.

CA ENFIELD | ANNUAL REPORT 2023-24

Health-related ADVICE SERVICES

Social and Emotional support Project in partnership with

Mind in Enfield to respond to the impact of social, economic and emotional problems our clients faced as a result of the post COVID pandemic and bereavement. This project was funded by NCL ICB. We helped 187 clients and this covered 1,539 issues carrying out 520 activities. We carried out 2 long COVID focus groups with 70 people in attendance and were able to listen to their concerns and offer support and advice.

Disability Advice Project working in partnership with Enfield

Connections. Our advisers help clients who have a disability, to ensure they are fast tracked to get support with their benefit applications, PIP forms, queries and appeals, as well as other generalist advice issues. We helped 476 clients, and this included 1,301 issues and 1,255 activities on clients’ behalf.

Advice for people with HIV diagnosis funded by the NHS.

We have an adviser who works from the North Middlesex Hospital with clients who have been diagnosed with HIV, of all ages. Working with North Middlesex Hospital our adviser can quickly support these clients with their advice needs which can help delay or prevent their health deteriorating. We helped 134 clients, covering 1,375 issues and 376 activities on their behalf.

CA ENFIELD | ANNUAL REPORT 2023-24

Projects targeted at low income families and residents at the sharp end of the cost of living crisis

Trussell Trust funded project in North Enfield Foodbank. We

have an adviser based at the North Enfield Foodbank who gives advice to clients who drop-in at the Foodbank and are booked in by the Foodbank team. The aim is to reduce the crises of clients and to end the reliance on foodbanks. The adviser saw 240 clients and dealt with 641 issues, resulting in 338 activities thus reducing the negative impacts of the cost of living crisis. In addition to this, 306 clients approached our service for assistance with charitable support from Foodbanks.

Crisis Prevention The GLA funding for this project continued to allow us to offer Advice First Aid capacity building training to community groups to enable them to support clients with basic advice. We held 3 events, with 20 attendees from different groups within Enfield. This is in addition to the 1-2-1 appointments offered to clients for advice in their time of crisis. Appointments are based in outreach locations as well as in the main office, and include libraries, foodbanks and All People All Places, ensuring that we are accessible to clients living in all areas of the borough. We worked in partnership with our outreach locations, so that they were able to book their clients in directly with the adviser, extending our reach to Enfield residents who would otherwise not have made contact with us. There were 580 clients seen, 2,441 issues and 2,121 activities.

Food Pantry Advice. We received short-term funding from Enfield Council which allowed us to place an assessor in two local food pantries – at Enfield Town Library and Oasis Hadley. We saw 77 clients who needed help with all areas of advice, covering 132 issues and 131 activities.

CA ENFIELD | ANNUAL REPORT 2023-24

Projects targeted at low income families

and residents at the sharp end of the cost of living crisis

continued...

Remote Advice Service Delivery. We received funding from AVIVA via Citizens Advice (national office) which was aimed at increasing the number of clients who access our service during the cost of living crisis through telephone, webchat and email advice, by 60 clients per week. From the project starting in August 2023, we had contact with 1,491 clients, and these included 3,410 issues and 1,884 activities.

Children’s Centre outreach. This project funded by Enfield Council enables us to offer easy access to appointments for clients and their partners who are pregnant or have a child under 5. This is a vital service for parents of young children who are sometime overwhelmed. Appointments for assistance in all

advice areas can be booked via Enfield Children’s Centres or our Adviceline. Appointments are held in Children’s Centre locations on 3 days per week. We helped 358 clients on this project. There were 1,387 issues and 996 activities.

DIGITAL INCLUSION PROJECT

During 2023-2024 our staff delivered 5 workshops on our Digital Inclusion project to support 110 clients who needed help to access services online and to understand how to stay safe online. We offered follow up appointments to clients needing help with digital issues, for example completing online forms and accessing online healthcare, banking and shopping Apps. We saw 19 clients before the project ended, helping with 84 issues and undertaking 58 activities.

CA ENFIELD | ANNUAL REPORT 2023-24

DEBT AND ENERGY ADVICE PROJECTS

British Gas Energy Trust. This project enabled us to fund energy advice to clients, offer financial capability group sessions and 1-2-1 appointments which helped 221 clients, and offered fuel vouchers. We helped 237 clients with energy advice, dealing with 880 issues. There were 1,321 activities, including follow up calls to clients to gather data on how the advice they had received had helped them. We were able to issue 298 fuel vouchers with many clients needing more than one voucher. With the increase in energy costs, this made a huge difference to the clients we helped.

We also received a short-term grant from National Citizens Advice, enabling us to offer a further 12 energy appointments via their Energy Advice Programme , which also allowed for the adviser to attend energy advice training from the National Energy Action. From this project there were 39 issues and 29 activities.

Welfare Benefits Advice and Debt project funded by City

Bridge Trust. Funding for this project has enabled us to increase the number of clients we can see for advice in debt and benefits. This includes advice on benefits and help with form filling, and debt advice. There were 271 clients helped, covering 1,203 issues and 973 activities..

Council Tax debt advice project. Our funding allows us to take debt referrals for this project directly from Enfield Council’s Welfare Benefits and Debt team, which provides a successful partnership for clients who have council tax debts or other debts. There were 285 clients seen for debt advice, covering 2,466 issues and 1,059 activities.

Applications for charitable support are included as part of the advice within our debt advice projects, and we helped193 clients with 296 applications.

CA ENFIELD | ANNUAL REPORT 2023-24

HOUSING ADVICE PROJECTS

Housing Advice project funded by

Trust for London. This project enabled the adviser to offer advice appointments as well as work on housing research and campaigns. This has proved vital in the housing crisis that has developed in Enfield. We helped 224 clients with their housing issues directly through this project. There were 1,436 issues and 1,173 activities on this project.

Homelessness Prevention project

funded by LBE. We also received funding to continue to help clients legally challenge evictions, section 21s and disrepair to prevent homelessness, referring them to Mary Ward Legal Services for support where help was needed with challenges. The project was based in Edmonton Green Library. We saw 74 clients, and there were 154 issues and 170 associated activities.

We have funding for a General Adviser from RSA Trust for another year, to assist clients based in the Ordnance Road area of Enfield. We have had advisers based at Ordnance Centre Community Library, enabling us to assist 562 clients, with 2,195 issues and 1,927 activities.

Our work really highlights the level of poverty and inequality in Enfield and the need for more resources to tackle the root causes of poverty.

“My application for DLA was denied so I needed to appeal. I am so grateful about the service I received from Citizens Advice Enfield. The CAE adviser has brought a SMILE to my face and my life has changedfor the better.”

CITIZENS ADVICE ENFIELD IN THE COMMUNITY

In the year 2023-2024 we delivered advice from our regular outreach services in the following areas:

Ordinance Road Library funded by the RSA Trust
The HIV Unit at North Middlesex University Hospital,
Six children’s centres across the borough Christian 4. Action Housing Association - delivering debt advice to their residents for rent arrears
North Enfield Foodbank
Advice in food pantry settings funded by Enfield Council – St Monica’s and Enfield Town Library
Crisis Prevention advice in the Enfield Community Hub and All People All Places

“My issue is an NHS complaint and this takes time to resolve. CAE helped me move forward. I have been helped very well in the past by CAE. You do great work and CAE is always my first port of call. thanks”.

CA ENFIELD | ANNUAL REPORT 2023-24

OUR ACHIEVEMENTS

5,969 £5,522,109

This year we helped 5,969 individuals, couples or families on 17,272 occasions and helped them to resolve 25,927 social welfare problems.

We helped clients to claim £5,522,109 in unclaimed benefits and grants and to manage £17,300,047 in debts.

“very nice experience. Very conventional and reliable. Great service Thanks very much!.”

“The adviser was very helpful and they helped me to get support from Thames Water Fund. “

This year similar to last year, enquiries were dominated by:

Money problems, especially related to benefits or debt
Housing problems, temporarily in hotels, unaffordable rents, homelessness or disrepair.
Applications and appeals for Personal Independence Payments
Requests for foodbank and fuel vouchers and charity aid grants Council tax arrears
Cost of living crisis

Our Partnerships. We have successfully delivered some of our projects in partnership with Enfield Council, Enfield Voluntary Action, Mind in Enfield, Royal Free charity, North Central London ICB, Enfield Connections, North Enfield Foodbank, Citizens Advice Royal Courts of Justice and Citizens Advice Barnet.

This year we have successfully delivered 17 projects targeted at specific vulnerable groups from disabilities, housing, COVID recovery, HIV, parents of young children (under 5), advice in the Foodbank, Crisis Prevention, Digitally Excluded and Financial Awareness/literacy.

CA ENFIELD | ANNUAL REPORT 2023-24

RESEARCH AND CAMPAIGNS Prevention is better than cure

Our Advocacy work looks at the conditions and policies that are causing hardship for our clients. The work is preventative and aims to improve the policies that affect people’s lives. The work that we do on research and campaigns, helps us to monitor the impact of laws and policies on people’s lives, raise awareness and suggest solutions.

This year our research and campaigns officer participated in a number of national campaigns notably around the cost of living payment support for households on benefits. We contributed to the campaign about negative budgets, utility companies forcing prepayment meters onto clients who were in arrears. We lobbied our local MPs to stop this practice and was successful.

We have also carried out some local campaigns to raise awareness of the impact of the housing crisis on residents, we contributed to the Local Authority’s consultation on changes to the council tax support scheme. We delivered training those who are digitally excluded so that they can access services online.

ENFIELDee ~ i

“This was a very nice experience and the adviser helped me to move forward in my housing situation. However, the council said they would still leave me on the process due to it being a lengthy period. I am grateful but my problem is still ongoing. Not the adviser’s fault. “

In March, we held our first Housing forum with Local Motion to hear the views of residents and 27 residents attended. Our Housing Adviser made a presentation at our Research and Campaigns working group- on the state of the housing and homelessness crisis.

«[4]

We also feedback our client’s experiences of the council’s single offer and placement policy (anywhere in the country).

health CA ENFIELD | ANNUAL REPORT 2023-24 issues,

LOOKING FORWARD TO 2024-25

2024 is already looking difficult for our clients and our service. The housing situation and cost-of-living crisis are still worsening. The war in Ukraine and Israel continues which is impacting the UK economy. We are still in the process of embedding the new organisation structure which will probably take a few years. Our clients are on the brink with many in negative budgets despite doing all the right things they find they have nothing left to live on. This requires urgent action from the government.

We will be working closely as lead of housing and financial awareness with Local Motion Enfield. We will be hosting community forums to listen to the experiences and concerns of residents with a view to developing joint solutions.

We plan to continue to invest more in technology in order to keep pace with the hybrid working, client accessibility, etc.

We will continue to develop and invest in our people, encourage local people to volunteer with us whilst supporting the community to build capacity where possible via training workshops.

3 in 5 People found it easier to manage day-to-day

We keep our fundraising strategy under review to position ourselves such that we can attract more diverse unrestricted funds. We are grateful for our funders who have continued to support us during the crisis and I know that 2024/25 will no doubt be full of different and interesting challenges

CA ENFIELD | ANNUAL REPORT 2023-24

Our value to society For 2w£l invested in our service in 2023124. our seTrice generated: £3.03 £18.68 £9.21 In savlngs to government and public services (fisca I benefits) Total: £2.513.292 In wlder economlc and soclal beneflts (public value) Total: £15.473.725 In flnanclal value to the people we help (specific outcomes to individuals) Total: £7.631.858 Our value to the Enfield community Our savings to the Local Authority purse incl ude: £853.597 saved by local government. through reduclng homelessness This is only one fraction of our true value. We also: helped clients negotiate local processes, such as CTS scheme & housing Allocations changes helped local authority rent and council tax arrears to be rescheduled, and reduce the associated administrative costs Maximising the income for those we help prevents more costly i ntervention. This helps reduce financial difficulty, promotes inclusion and benefits the economy. CA ENFIELD I ANNUAL REPORT 2023-24 23

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:

London Borough of Enfield

Christian Action Citizens Advice National Office

British Gas Energy Trust City Bridge Trust Enfield Voluntary Action Enfield Connections

Greater London Authority/London Legal Support Trust

Local Motion Enfield

North Middlesex Hospital

North Central London ICB

RSA Trust

Trust for London

UK Government (Household Support Fund)

All our Trustees, Volunteers and Staff www.citizensadviceenfield.org.uk

CA ENFIELD | ANNUAL REPORT 2023-24

ENFIELD CITIZENS ADVICE BUREAU IA Company Limit•d by Guarantsa) No: 3626139 REGISTERED CHARtrY NUMBER 1072841 TRUSTEES REPORT AND FINANCIAL STATEMENTS YEAR ENDED 31 MARCH 2024

ENFIELD CITIZENS ADVICE BUREAU IA Company limited by guaranteel Contents Page Legal and Administrative Information Truslee5' Report 2to4 Auditors Report to the Trustees 5t07 Statement ol Financial Activitles Balance Sheet Cash Flow Statement 10 Notes to the Financial Stalemenl8 11 to17

ENFIELD CITIZENS ADVICE BUREAU {A Company limited by guarantee) Directors and TTuslees'. J G Hopwood R Choudhury Ilo Feb 2024) C Byamukama M Rodin ITreasurerl J Hecker A Chakrabortty J P Daniel T Edghill A Shah Ilo April 2023) E D Appleby J J Donnelly J Byrne (from Sept 2023 to Nov 2023} S D Burr {Chair, appointed Apr 20241 S Avanzalo (from Nov 2023 to Sepl 2024) Secretary and Chief Executive N Anyanwu Company R•gislrallon Number 3626139 Charty Reglstralion Number 1072841 RegSslered Office Un¢1 3 S Vincent House 29 Nag8 Head Road Enfi&ld EN3 7FN Auditors Lile$ Morris Ltd Chartsred Accountants & Slalulory Auditors First Floor 80 Coombe Road Surrey r3 4as Bankers Barclays Bank PIC CAF B8nk Wèbsrte advi

ENFIELD CITIZENS ADVICE BUREAU (A company limited by guarantee) DireGtors' and Tru$tees' R•port for the y8ar @ndèd 31 March 2024 The trustees present their report and linancial statements for the year ended 31 March 2024. The trustees, who are also the directors for the purposes of company law and who served during the year and up to Ihe date of this report are set out on page 1. Citizen8 Advice Enfield, which is the operating name of Enfield Citizens Advice Bureau Servl¢e, is both a registered charfty and a company limited by guarantee. Strutturo, Govornan¢• and Management Board of Trust8gS The Board of TfUSt8es reports to the Annual G8neral Meeting of the Service. As al 31 March 2024 there were 13 Trustees who together with the Chief Executive me81 at least four times per year to make decisions concerning the running of the service. The implementation of those decision5 is delegated to the Chief Executive. The set up of the Board facilitat95 sub-committ¢85 lo bg created to makè best use of the available skills, lo ensure that strong governan¢¢ structures and scrutiny are malnlained. The number of Trustees sh811 not be18SS than three nor more than fifteen until othgrwise delermined by third$ of the members present and eligible to vots at a Gen•ral M••b'ng. The Truste8$ may from time lo time appoint any member of the ¢harity as a trustee, either lo fill casual vacancy or by way of addition lo th•iT number, provlded the preIbed maxlmum be not thereby exceeded. olunleers Citizens Advice Enfield has over 15 registered volunle6rs who are engaged In 011 aspects of provldlng advice and help lo cllents. Volunteer5 are integral to our work and we coukl not fvnction without them. Volunteers are given compreh8n8ive and extensive training and the opportunity of developing within tho S8rviGo. Wortrin th Partners CitlZ8ns Advic8 Enfi8ld ha6 boen generousty supported by variou8 grant giving organisalion8, 88 woll 88 individuals and other donations. Particular mention musl be made of Ihe London Borough of Enfield which provld&$ Ihè key resources for the Service to continue ils work. The Trustees are ever mindful of the tru51 that the CouncilloTS place n the importance and quality of what we do within the Borough. We h8ve 2 councillor r8presenlativ¢s on our board. rruslee induction and trainin New Iruslees are offgred training and 8UPPOrt iTrhouse and are invrted and encouraged lo attend a s•ri98 of Short training sessions lo familiari88 themselvgs Wlth the charity and the context wlthln which il operate5. Thgse are held by Citszens Advice central offices in London. Obl•ctl¥•• and Actlvltlè8 Objectives Tha aims of th8 Cilizon$ Advl¢e nationally are.. - to provide the advice p80p18 need for the prOeMS they f8G•'. and to Improve the pollcles and practlces that affect people's lives. Cit12ens Advice Enfield aims to rgdu¢o in8qu81ity, deprivation ond Ihe lack of acce88 to justice IhTOU9h a lack of know18dgo of personal rights. We provid• information, 8dvi¢• and •du¢atlonal $8Nl¢e$ wllhln the London Borough of Enfl•ld. We believe everyone ha5 th8 right lo a fail chance lo participate in society and wo will oxarcise a Tesponsibl• infiuence on the develcpmenl of 80cial policies and 8ervices. both locally and nationally. Citizens Advlce Enfield is 8n Independent reglstered charty and a company limited by guarantee, and forms part of the nationally recognisod citin$ Advice n&lwork, which Consists of 256 lo¢al Citizens Advi¢9 offic88 in England and Wales. The service provided is free, confidential, impartial and independent. We are not affiliated to any politscal party. nor influenced by or connected to any local or ¢&ntral govemm•nl departm¢nt. Actiwlies Trustees have agreed that the following Strategic objectives which are key lo the development of the organisation= Cllent4entred advlcè Provide advice fil for the future. Improve the experience people h8ve when they come lo us for help, Strong voice in thg community; position ourselvés #s Ihè16adlng organisalion for bringing local insights to the spotlight for those who have no voice Advocacy: We will ensure that the way we design. and cost services takes account of the needs of the intersectionality of disadvantsged groups Inclusive Acc¢$$: We will use digital channels to improve access lo our sic*s, for those who may find il difficult lo travel to our office Organisatlonal health: We wlll ensure that we attract and retsin a qualty diverse workforce and focus on multiple differanl stream$ of inrome.

ENFIELD CITIZENS ADVICE BUREAU IA company Ilmited by guarantee) Director8, and Trustees, Report for the year ended 31 March 2024 Icontinuedl How aclivitias deliv6rpiiblic ben&fit Our main activities are described above. All our eharilable 8Ctivili8s focus on the provision of advice lo the general public and are undertaken to further our charitable purpose for the public benefit. Strat•gico Report Achigvements and pfrrfomance Citizens AdviGg Enfi'eld hglped 5.969 people lo resofve over 25,927 problems this year. Local people w8 h8lped to claim £5,522,109 in unclaimed benefits and other income and to manage r9paymonls of over£17,300,047 debt. Flnan¢lal Revlew Cit126ns Advice Enfi8ld, like many other voluntary organlsalions, works hard to give value for money with the fundin9 11 re¢¢ives and will always priorlll$e fioniline services. Expenditure 1$ regularly reviewed to onsure cost effectiveness. We continue lo receive excellent support from Enfield Council and other donors and in the Coming year will build on these solid foundations lo explore n&w and innovative ways of funding and delivering seNi¢os. The diversifirAlion is essential as local authority fltnding Is expe¢t8d to contlnue to b6 subject to Mignificant pressure in the m8dium term. We aro fortunate to have an outcome based strategi¢ grant agr8ed for our core services from the ¢ouncil until 31 March 2025 and afe well placed to bid for additional projo¢1 work as new oppportunities arise. Th1$ will allow us lo continuo to provkl• a ht9h level of 8eNi¢8 and cornmltmenl lo the local communily in 8 diifi¢ull cllmttl&, R8$0MS The TNslees have revlewed th8 level of reseiv98, taking into account the changing financial cllmate for charities, specifically In terms of fundlng for service$. The Trusteès actively monitor Resources Expended lo ensure servi¢es meet th8 required standards 8nd also within th6 Incoming Resources available. Taking this into consideration, th8 Trustees d&em it necassèry to maintain temporanly a higher l&vel of ra$erv86 than our usual three months reserve policy. At the year end th8 charity hold unreslriGled, und88ignaled res•rve8 of £325,17612023 .' £301,932). D•Snated r6&erves comprise £150,000 {2023 . £150.0001. In additlon a further £116,746 12023 .' £256,057} w48 held In reslriclod fund$. Subsequènt to the year end, trustee6 have been considering the levels of reserves held, which ro80 this year for nunknr of rea$ons, includlng untilled stsff pos116ons and not belng able lo progress internal works lo ¢ur offi¢es. The Gontingency and designaled fund8 will bè incTeas8d In 2024125 to cover rising costs and possibl8 reductlons in fundln9. Tru8te&s wlll also revi$0 th• Re8erveg Poli¢y to rfrftect the$• issues. Risk Management The Trustees have worked to identify and document the major rfsks which imp8¢t upon our work and have ranked these by likelihood and impact. Planning for future perlod8 Wo recognise that the cost of living crisis h8s severely affected our clients and the housing crisis ha$ exacerbaled It As such we ¢eived funding from the UK Government via Enfield Council to support clients in s crisis lo administer tho Household support fund. We also recelved some funding from th& GLA and London Legal Tru8t to provide advice to people facing a crisis We will conllnue to invest in technology and tralnlng to ènsure the seNice is abl8 to respond to the new and emerging challenges in the social justice environmanL We WIN continue to develop our work advising and supporting rgsidenls with housing and homelessness rssues. We will continue our work with Enfi8ld Connections lo provide disability advi service8. W8 will look and alt•mative fundraising options to ensure we are able lo ¢ontinue lo dlversity tsur fundlng base. Employ99 Involvem•nt It is the policy of Citizens Advi Enfield that training, career development and promotion opportuniti8s should be available to all employegs. An annual staff 8nd volunteer satisfaction survey is carried out and monthly team meeVngs and daily short briefing $8$5ions are held.

ENFIELD CITIZENS ADVICE BUREAU A company limrted by guarant901 Directors. and Trustoes. Reportforlhe year ended 31 March 2024 l¢ontinuedl statement of internal control The lo¢al Citizens Advice Iruslee board oversee the information securrty of all personal information of our clients, stafl, funders and strategic partners that is processed. The local Citizens Advice hold joint responsibility for client data that 15 held in our case management system. with the national Citizens Advice Servi. An information assurancE management team exists lo ensure the conftdenlialily. integrity and availability of all personal and sensitive data is maintained to a level which is compliant with the requirements of th8 UK General Data Prote¢tion Regulation and Data Prot8clion Act 2018. statement of Trustees Ro8pon3ibilities Thè trustses Iwho are a180 directors for the purpose of company Fawl 8r• r•$pon$ible for pRparing the the Annual Report and the financial statements in accordance with appll¢able law and regulations Company lÈw requirès the Trustees to prepare financial statements for 8a¢h financial year. Under that law the TTuslees musl prepare the financial statements in accordance with Unit8d Kingdom Generally Accepted Accounting Practice Iuniled Kingdom Accountlng Standards and applicable lawl. Under company law the Trustees mu61 not approve the linanctal statements unless they are sa115fied that Ih&y giv& a InJ& and fair vtew of the state of affairs of the charrtabb company and ol the incoming re$ource$ And appllc#tlon ol resources. including the income and exndItUre of tho CharItab company for that perl&d. In pparIng these financlal slatemenls, the trustees aro roquired lo.. al select sultable aG¢ounling polici88 and then appty them con818tently,' bl obs8rve the melhod$ and principles in the Charmies SORP- I mok¢ judgements and accounting estimates that are reasonable and prud•nL dl 5tste whether appli¢able UK Accounting Standards hav& been fcllowed, suble¢l to any material deparlure6 di$¢losed and expl8lned In the financial statements- and e} prgpare the financial 81atemenls on the going concem ba818 unle88 il 18 inappropriate lo presuff that the charilabla company will continue in busine88. The TNsts8s are re$ponslblo for keeplng 8dequate accountiw records that aro suffi¢i8nl to show and explaln the charltable company'5 transactions and dis¢loso with reasonable accuracy at any lime the financlal po$ltion of the charitable company and gnablg them to ensure that the hnancial stalem8nls comply with the Companle$ Acl 2006. They are also responS)Ie for safeguarding Ihe assets of the company and honce for tskin9 ieasonabl& Steps for the prevention and detection of fraud and othe( irregularities. The Tru$t8e$ are re$pon$ible for the maSnlenance and Intergrity of the corporate and finan¢ial information included on the ¢harllable company's website. Legislation in the United Kingdom governing the preparation and di65emination of financial 6ta*emen18 may differ from leglslatlon In otherlurlsdl¢llon8. The Tru6teas conflrm that so far as they ar8 aware, there i¥ no relevant audit infonnation {as defined by section 418(31 of the Companiè$ Act 2006) of which the tharilablè company's audllors are unaware. They have taken all the steps that they ought to have taken as Trustees in order to mako th8mselves aware of any relevant audit Informatlon Bnd to establish that the charitable company'8 auditors aro awaie of that information. Thls report has been prepared in accordance with tho provl$ton$ applica¢ to Companles entitled to the small ¢ompanies exemption. Approval This report was approved by the board of director5 and trustses on 6 November 2024 and signed on its behalf by". J Hopw Trustee Ch ir during 2023124

INDEPENDENT AUDITORS REPORT TO THE MEMBERS OF ENFIELD GITIZENS AOVICE BUREAU (A company Ilmltèd by guarantee) Opinlon We have audited the financial ststemenls of Enfi8td Citizens Advice Bureau Ithg 'charilable company'l for the year anded 31 March 2024 which comprise the Slaiemenl of Financial Aclivilies, Balance Sheet, Cash Flow Statement and notes to the financial slalemenls, 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 StandaTd5. including Financial Reporting Standard 102 Tha Financial Reporting Standard applicable in the UK and Republi¢ of Ireland Iunitgd Kingdom Generally Accepted Accounting Practs'cel. In our opinion, the financial sl8lemenls'. give a true and fair view of the slate of the charitab18 company's affairs a5 al 31 Mar¢h 2024 and of its incoming re$ources and application of resources, including ils income and expenditure, for the year then ended., have been prop8rly prepaied in •¢cordanca with United Kingdom Generally Accepted Accounting Practi¢e,' and have been prepared in ac¢ordance with the requiremsnts of th¢ Companies Act 2006. Bas1• for opSnion We ¢onducted our audlt in a¢¢ordance wllh International Standards on Auditing IUKIIISAslUK) and gpplicable law. Our respon8ibilili¢s under thos¢ standards are lurther described in th• Auditorfs responsibililieB for thè audit of tho flnaftcial statement$ section of our report. Wè are indendent of the charit8bl• company in accord8nce with tho elhieal requirèments that ara relevant lo our audit of the financial $latemgnts in thè UK, including FRC'8 Ethical Standard, and we have fulfilled our other ethical responsibilitres In accordance wrf(h these raquirements. We beli8ve that the Audit 8vSdgnce we havo obtained18 sufficient and approprlate lo provide a basi$ for our oplnlon. Con¢luslon8 rnlatlng to golng concern In auditing Ihe financial $lalements, we have concluded that the tru6tee8' use of the golng concern basis of accounting in the preparation of the financial statements is appropriate. 80s9d on the work we have perfomied, have not identified any material un¢¥rtaintles relating lo ev8nls or conditions that, individually or collectively, may cast signlffi¢anl doubl on the enlily's ability to contlnue as a going concern for a period ol al least twelve month8 Irom when the financial statements ar8 authorised for Issue. Our responslbili1198 and the r8spon8ibililies of the trustea$ wilh fespect to goin9 con¢em are describ8d in the rolevanl Sections of this report. Oth•r Informallon The other infomialion ¢omprise$ the Inloimalion Induded In tha annual report other than the finan¢Sal statements and oui auditorfs report Ihereon. The trustees ar¢ fesponsible for the other infonmglion contained within Ihe annual report. Our opinion on the flnancial statements does not cover tho other intomalion and, oxcept lo the axtent otheIse explicitly staled in our report, we do not express any foryn of 8s$ur8nce conclusion Ihereon. Our re$ponsibility 1$ lo read the other informatlon and, in doing 80, con$idgr whether Ihg oler informallon is malerially inconsi81enl with the fln8ncial statements or our knowledge obtained iin the course of the audrt or otherwise appears lo be materially misstated. If we byenfy Such material incon8i$tencies or apparent material mi88tOt•menls, we are required to detemiine whether this gives rise lo a material ml$slalement in the financial statements themselv85. If, based on the work we have perfomied, we conclude that there Is a mateiial mlsslalement of this othèr information, we are r$qvired to report that faGt. We have nothing to report in Ihls rsgard. Opinlon• on othor mattorn prn8crlbèd by CompaTrI Act 2006 In our opinion. based on the work undertaken in the course of the audit.. the information given In the trustees, rgport, which includes the directors, roport prepad for ¢ompany law purposes, for the financial year for whl¢h the financial statements are preparèd Is consistent wrf(h the financial stalemenls.. and the directors, report included within the truste&s' r•port ha8 b68n Pfeparéd in accordan¢e with applicable legal requirements. Matter8 on which we arg rgquired to report by •xcopUon In light of the knowledge and underslonding of th8 charitable ¢ompany and its environmonl obtained in the CQLrrse of the audit, wo have not identified matgrial misstatements in the Truslee8' rgport. We have nothing lo report in r9spect of the following matters in relatlon lo which the Compantos Act 2006 requires us to report to you, if in our t)pinion'.

INDEPENDENT AUDITORS REPORT TO THE MEMBERS OF ENFIELD CITIZENS ADVICE BUREAU {A company limited by guarantee) {Continuedl Mattets on which we are required to report by exception {¢ontinuedl adequate accounting records have not been kept., or the financial statements are not In agreement wrth the accounting rgcord5 and relums,. or rtain disc105ures of Trustees, remuneration specified by law are not made., or we have not re¢eived all the infomation and explanations we require for our audit., or the Trustees were not entitled to prepare the finanGial statements in aGGordanGe with Ihe small companies regim8 and lake advantage of the small coryani95' exomptions in preparing the Tru$te95 report and from the requirem9nt to prepare a stratogic report. Rosponslbifiti08 of th• tru•t•O• As explained more fully in th8 trustees responsibilrti85 Statomenl set out on pag• 4, the trustee$ (who are al$0 th• directors of the charitable Gompany for the purpo$os of company lawl arè responsible for the preparalion of the rinancial statements and for being satisfied that they give a true and fair view, and for such internal conlrol as the truslees determin8 is necessary lo enablo thg proparalion of financial Slalemonts that a free from malerial misslatemenl, whéther dua to fraud or error. In preparing the financlal statements, the trustees are re&pon8ible for ossessing the charitable company'5 ability to continue as a going concern, disclosing, as applicable, matter5 related lo going concern and using the going concern basis of accovnling unless the Iru51ees either inl•nd to Ilquidate the charitable company or to cease operation$ or havè no reallstlc allernallve bul lo do so. Auditovs roponslbllltles lor the audlt ol tho flnanclal •tstefflgnts Our objectives are lo Dblain reasonable assurance about whether the financial statements as a wholè are frae from material mi88latement, whether due lo fraud or error, and to Issue an auditor's report that includes our oplnion. Reasonable assurance is a high level of assurance. bul is not a guarantee that an audit conducted in a¢Gordan¢e wilh ISAS {UKI will always detect a material misstatement when it exists. Misstalemenls can arise from fraud or error and are considered material if, indivldualty or in aggregate, they could reasonably be expected to influ8rce the economic decisions of usars taken on the basis ol these financial statements. Irr8gularities, including fraud. are instances of non-compliance with laws and regulation8. We design procedure8 in line with our reBpon8ibilitie8, outllned above, lo detect material mi681atsm&nts in respect of irregularities, including fraud. The extent to which our procedures are capable of detecting irregularitie8, including fraud is detai18d below.. Understanding the leg81 and regulatory frameworf( applicable to the gnlity and how the entity 18 ¢omplylng wllh that framewark. Laws and regulations id8nlified as being of 8ignifican¢e in the context cf the entity., A$$&$$m&nl of th• $u$¢eptibility of thfy entty'$ financi81 slatemgnts to malerial mi88talement. Includlng how freud mlghl occur., Our a$$e$$menl taking into a¢¢ount the $¢ope and nature ol the ¢nlity's activili6s in tho oflectiven$ of its control environment and compliance wtth the laws and regulations. An ov•rvlew of lh• •¢op? of our Audlt We planned and p¢rtomied our audlt to enable us to fomi an oplnlon that the ac¢ounl8 are free from materlal error or misstatement. The lirnilalion on Gontrol te$ling iequired the adopting of a Iransa¢lional testing approach alongsida substantive te$ting and analytical review to mitigate reduced control8. Our as8e¥•mont of matorl•l ri¥k8 Material ri$k$ are those matters that, In our prof8s$lonal judgment, were of most $lgniflc8nce in our audit of tha financial statements of thg current period. They include the mst significant risks of material misslal6m8nt (whether or not du6 tts fraud) wè identifièd. including those which had the greate81 effect on.. the overall audlt Stralegyi the ollocats'on of resources Sn the audit; and direGling the efforts of th? engagement team. These matt9rs ar9 addrgssgd in tho GontOXt of OUT audit of the financial Statements 8$ a whole, and In formlng our oplnion thereon, and we do not provide a separale opinion on these rnar9.

INDEPENDENT AUDITORS REPORTTO THE MEMBERS OF ENFIELD CITIZENS ADVICE BUREAU IA company limitsd by guarantee) Icontinuedl We identified the following risk that we believe have had the greatest impact on audit strategy and 5cope.' Rlsk Ar•a Management l Trustee ov•rrid• of th• Charftable Company's control$. Auditlng Standards requ1 u5 lo communicate the fraud risk from management override of controls as si9nrfic8nl. Management Ss In a unlque position lo peTpelrale fraud because of theii ability to manlpulale ac¢ounlin9 recofds and prepare fraudulent financial slalernents by overriding ¢ontrols that OtheSe appear lo b8 operallng effectively. In as8esslng the rlsk that 8¢counllny rg¢ords and the financlal statements are materially misslaled through managemenl overridlng controls. we have perforrned the foll0v1 procedures How w• addrg$8•d th• risk We re8d loumals entered by staff We revlewed bank Iransacllons IhroughoLrt the year and slnce the year end for materSal Items or round sum èmounls and evldenced these back lo documenlallon W8 ¢on81dered the approprlaleness of the accounling pollcles and dl8closures Overall are sallsfied that the a¢untIng re8 and fandal staiemen18 are free from m81erial rnlsslalement in thi$ re5ped. Con¢luslon Ext•nt to whkh th• audlt l• ¢on¥ldered capable of d•toctlng Irrogul•ritle8 In¢ludlng frnud 1rregulall1. Indudlng fraud, arg Instances of nonoMplan¢8 Iwo and regulatlons. We design procedure8 In Ilnè 1%gth our responslbllllie8, outlined abovo, lo dgtecl rnalerlal mlsslalement8 In respect ol IrwularKles. Including fraud. Th¢ exlent lo ¥thlch our procedure8 ale capable of delectlng IrregulÉrllieB. In¢Ing fraud 1$ detailed below. Al the plannlng stage of the audit we galn an underglandlng of the lasw& and regulatlon8 which opply lo the Chartlable Company al how management seek lo comply th them. Thls helps u$ lo make approprlale risk assessments. We focus on18ws and regulallons Ih81 couhj glve dse lo a malerlal mls8lalemenl in the fSnan¢ial slalemenls, InclL*Jlng but not Ilmlled Its, the Companles Act 2006, and UK lax leglsl811on. We 888ess the rl8k of matsri81 mlsslalemenl In th• flnanclal st8temenl$ indudlng a8 a resull of fraud and undertake procèdure8 Indudlng.. Revlew of control sel In place by managem?nt Enquiry of management as lo whether they Gon8lder fraud or olh8r IrregLlaritlo8 may hgve occurred or •18 $uch opportunlty ex1818 Challeng8 of managemenl assumpllons In rglallon lo aetountlng e511male$, and IdenlSfic81Ion and t88llng of journal enlrie$. particularty those Nthlch may appear lo be unusu81 by Aize or nature. TheR are Inherenl Ilrnllallon8 of an audll, hfjnce therè 1$ a rl$k that we kn411 r1 delecl all Irregularitle$. Sn¢ludln9 Ih08e leadlng lo a malerlal mi8$1alement In the ffnan¢lal slalemen18, or non-compllance th rggulalion. Thls increa8es the more that compllance with a law or reguiallon 16 removed from the events and Ir8n8aCtlorys rellecled in the financlal stslemenls, as we are le55 Ilkgly lo become aware of Inslance$ of non.compllance. The rlsk Is also grealer regarding liregularflles occurring due to fraud r¥lhor than error, 08 IraL¢d Involv Inlenllon81 concealment. foryery, colluslon. om1551on or ml8repre$enlallon. A fiKthor descrlptlon of tyjr respon8ibllllles for audit of the financlal slalements Is located on the Flnanclal Reportlng Councll's webslte al= hIlps'.Ilv.lr¢.Org.k1audIlolsiespo1bhl5Ile$. This descripllon lonns p4rt of ouraudllor'5 report. U8• of our r•port Thls report16 made solely lo the Charitable Company's members, as a body, In accordance wllh Ch8pler 3 of Part 16 of Ihg Companies Act 2006. Our ttudlt work has been undertaken yo that we MWI stale to the ch8rliablÈ Gompanls rnembers those m811ws are r8qulred 10 8tale lo them In an 8udltor's report and for no other purpose. To lullesl extent pemiltted by law, do not accept Or a55ume responsibility to anyone other than the charitable cornpany and the charitable Company's member5 03 a boty, for our audll work, for Ihls reporl. or for the opinion¥ V•P have fomied. ison Sanderson FCA Senior Statutory Audrtor, for and on behalf of Lile5 Morris Ltd Chartered Accountants & Statutory Auditors First Floor, 80 Coomb8 Road. New Malden, Surrey, Kr3 4QS Date.. 6 November 2024

ENFIELD CITIZENS ADVICE BUREAU Company number 3626139 (A company limited by guarantsel ststement ol Flnanclal Actlvltles including thg Incomè & Expenditurè ac¢ount For the year ended 31 March 2024 Unrestricted Dèsignated Restricted Funds Fund# Funds Total Funds 2024 Totsl Funds 2023 Nolg$ Incoming Resources Donations Charitable Activities Investn*nt Income- Bank Interest other Income Total Incomlng 1o$our¢ 2,983 434,798 12,824 2,983 905,254 12,824 179 97S,878 5,207 470,456 451,836 470,456 922.292 981,271 Resources Expended: Charrtable actlvilles 394,826 643,533 1.038,359 948,658 Tot•1 Mource• expended 394,826 643,533 1,038,359 948,658 N•t Incom•l{Outgolng) Ro•ourc•• bèforè trnn8f•r• 57,010 1173.077) 1116,06n 32,613 Transfers betsveen funds 133,7661 33,766 Not movom•nl In fundslN•t Incom•1 loxpondlturg) for the year Balance brought forward at 1 Aprl 2023 301,932 150,000 256,057 707,989 675,376 Balanc• Carrl•d Forward 11 325,176 150,000 116,746 591,922 707,989 The notes on pages 11 to 17 form part of the68 accounts

ENFIELD CITIZENS ADVICE BUREAU IA company limited by guarantee) Balance Sheet at 31 March 2024 Notes 2024 2023 Flxed Assets Tan9ible assets Curr¢nt Assets Debtors Cash at bank and in hand 122,826 753415 876,241 79,717 869 484 949,201 Le88 Creditors: Amount8 falllng du• within one year Net Currènt Ass•ts Tot•1 A88èts Le#9 Curr•nt L14blllti 1196,698 {162.404 679,543 679.543 786,797 786,797 Le•8 Cr•dltor8: Amounts falllng duè *ft•r mor• than one year 10 (87,6211 178.808} Net A8A•ts 591,922 707,989 Fund• Unrestricted & Dosignaled fund8,' Contingency funds Designated lunds General funds 120.000 150.000 205 176 475.176 120,000 150,000 181 932 451,932 Restricted fund 116,746 258,057 Totsl Funds 11 591.922 707,989 The financial statements are prepared in accordance with the 6pe¢ial provisions applirable lo compani68 6ubiect lo th8 small Companies regime. These financial statements were aulhorisod by the Trustees on 6 November 2024, and wero signed J Hopwo Trustoel M Rodln Trèa$ur•rffru$tstr durl 2023124 The notes on pages 1110 17 form part of these accounts

ENFIELD CITIZENS ADVICE BUREAU {A company limited by 9uaranteel CASHFLOW STATEMENT FOR THE YEAR ENDED 31 MARCH 2024 Notè 2024 2023 Ng1 ¢8•h inflowllouffiowl from operating activities 16 1128,893} 11,710 Roturns on inv8stm•nts and 8eThilclng of flnanc 17 12.824 5.207 In¢roa801(do¢roasol in ¢•$h In th• p•rfod Reconcillatlon ol net cash flow to movernent In net debt Incr8asellde¢reasel in cash in tho period 18 Movem•nt In net debt in the perlod 1116,0691 16,917 Ca•h and C•8h Equlvalènt• at tho •t•rt of the Year Cash and Cash Equivalonts at th• •nd otth• Y••r The note8 on page6 11-17 form part of the accounts 10

ENFIELD CITIZENS ADVICE BUREAU IA company limited by guaranteg) Notes to the accounts for the year ended 31 March 2024 1} Accounting Pollcles la Basis of preparation These financial statements have been prepared under the historical cost convention. The financial slalements h¥ve been prepared in accordance with the Accounting and Reporting by Charities.. Statement of Recommended Practice applicable to charities preparing their accounts in accordance with the Financial Reporting StandaTd applicable in the UK and Republic of Ireland IFRS1021 {effedive 1 January 20191-IICharilie5 SORP IFRS102}}, the Financial Reporting Standard applicable to th8 UK and Republic of Ireland IFRS102). and the Companies Act 2006. Th8 Charity me8ts the d8finition of a public b8nefit entity under FRS102. A55ets and liabilities are initlally recognised al hislorf¢al cost or transition value unlo3$ oth8rwi8e 8toted In the relevant accounllng policy nolel$) The financial statements have been preparsd on a going concern basi$. In arriving at thls conclusion the Iruslees have taken into account any mat8rial uncertainties that may afftsct the charlty'$ ability to continue as a going concem. The period covered by this as8e8sn*nl is at minimum level of 12 months from the date of th8 approval of th8 a¢counts. There are no mal&rial uncertalnties notéd dunng the decision process. (b Incomlng r•8our¢•• Volunlary income includlng donations, gift8 and grants that provide core funding or are of a general nature are recognised where there Is entitlement. certainty of receipt and th8 arnounl can be me8$umd with sufflclent rtaliabiltty, Such Income 1$ only defefred when.. Tha donor specifigs that the granl or donatlon must only be used in future accounting periods., or The donor has imposed condltions which must be mel before the charity has unconditional onlitlement. Investment income is recognlsed on a receivable bas1$. Income from charitable activities includes income re¢eived under contract or wher8 ent1116ment lo grant funding is Gubject lo specifi¢ perfomiance condition6 is recognl$6d as earnèd la8 the related goods or Sorvices are provided). Grant income included in category provid03 funding lo support perfomance activMie$ and is ro¢ognised wher6 thore is entillem6nt, ¢•rtainty of receipt And the amount Can be me88uréd with suffl¢ient reliability, R••ource• •xp•nd•d Resou8$ oxpended are In¢luded in the Statement of Financlal Activllies on aecruals basls inclusive of VAT which cannot be recovered. Charitable expenditure ¢ompris8s Ih08e cogls incurred by the charlly in tho dgliveiy of rts 8¢tivilies and services for its b6ngficiari88. It includes both co8t8 that Gan be allocal¢d directly to Such actlvities and those costs of an indirect nature 1ceSsary to support them. Support CO8ls are those costs incurrad directly in support of expenditure on the object$ of the charrty and include project management, {¢ (d) Tanglble flx&d assets and dppreclation Tangible fix&d assets are slal•d al cost less accumulated d•precialion. Depreciation is provided at rates calculated lo write off the ¢osl less residual value of each asset ovei its expecled useful life as follow¥- Fixtures, flttlng$ and equipment- 25% on cost (•) Funds 8tructur• The charity has a number of restricted income funds to a¢Gount for slluations where a donor requires that a donation mu$t be spent on a particular PUfpo$e or where funds hav8 been raised for a specific purpose. All other funds are unrestricted funds. (fj Ponsions The charity oper8tes 3 defined contribution scheme. Contributions to the scheme are based on applicablg pension costs in the organisation tak&n as a whole. The pension charge recorded in the accounts 15 the amount of Gontribulions payable in the accounting year. 11

ENFIELD CMZENS ADVICE BUREAU IA company limited by guaranteel Notes to the Accounts for the year ended 31 March 2024 ifj Pensions {Contdl The organisalion also partlClP8tes in a multi-employer defined benefit pension scheme. Details to this are in Nole 13 and the annexe to the acwunts. 19) Redundancy Redundancy is paid in accordance with indNidual contracts. If not detailed in contracts. redundancy is paid in accordance with Statutory requirements. {h) Dèbtorn Trade and other debtor5 are re¢ogni$ed at tho $ettlement amount due after any tr8de discounl offered. Prepayments are valued al the amounl prepaid net of any trade dlscounts due. Cash at bank and In hand Cash at bank and in hand includes cash and short tem highly liquid investments in deposits or simi18r accounts. u) Crèdltorn and provl8lon• Cr•ditor$ and piovisions are recognised where the charty has a pra8ent obligation resulting from a past event that wlll probably result in the transfer of funds to a third paty and the amount duo to settl¢ th¢ oblatIon can be measured or estsmated r6liabty- Creditors and provisions are normally re¢ogni$6d ot thelr $8ltlem¢nl amount after alknving for any trade discounts due. Charltable Activit1•* Unr•stri¢t•d R•strlct8d lund8 lund• 2024 Total 2023 Total L.B. Enfleld- Core L.B. Enfield - Adviceline Grant L.B. Enfield-Childr•n8 C&ntre L.B. Enfield - COVID 19 Fund L.B. Enfield-Housing Project L.B. Enfiekl - Food L.B. Enfield - GRT Bulgarian Trussell Trust- Foodbank National Citizens Advicè.Rèmot• Advice National Cilziens Advice - Energy Advice Projoct Thè Mereers Trust Thames Water Trust The Henry Smith Charity Enfield Voluntary Aclion-Debt Advic& Enfield Voluntary Aclion-GP Outreach Enfield Voluntary Action - Haallh & Wollbeing RSA Trust l Ordnance Llbrary North Middx. HospitakHIV Project Christian Action Home Office-8rexit Project TTU$t for London Local Motion GLA- Food R¢)ots CityBridge BGEtIFINC Disability Advic8 GLA ILLST- Crisis Preventlon N.C. London ICB- SES Mirid 340,000 15,000 340,000 15,000 45,000 3,384 25,000 342,230 45,000 3,384 25,000 45,CNJO 3,384 50,000 18,000 60,000 33,868 33,868 49,500 49,500 263 263 3,500 38,208 40,000 35,262 10,000 38,490 36,490 500 500 12,395 16,000 13.406 12,395 16,000 13,406 7,000 9,000 13,406 8,484 34,250 33,000 33.000 10,850 2,790 40,000 88,789 61,039 49,500 25.0 901.754 10,850 2,790 40,000 88,769 61,039 49,500 25.000 20.c0 35,114 61,040 8,000 134.000 975 878 416.113 12

ENFIELD cmzENS ADVICE BUREAU IA company limited by guarant8e} Notes to the Accounts for the year endéd 31 March 2024 31 Costs of Charitable activitie$ - by fund type Unrestricted Restri¢ted funds funds 2024 Totsl 2023 Totsl L.B. Enfield- Core L.B. Enfield - Childrens Contro L.B. Enfiekl - Disabitty Project L.B. Enfield- Housing Project L.B. Enfield -Adviceline L.B. Enfield - Food L.B. Enrld- GRT Bulgarian Help to Claim Natronal Citlzen$ Advice-Remote Advice Christian Adion Housing HIVIAids Proi•¢t Enfield Voluntary Action-GP Outwa¢h EnrId Voluntary Aclion-Debt Advi¢e Enfield Voluntary Action- Cancer Pioiect Enfield Voluntary Project- Long COVID Thames Water Trust Tru88ell Tru81- Foodbank Trust for London RSA Trust l Ordnan¢0 Llbrary CityBridge The Henry Smith Charity The Merc8r8 Trust Home OffictrBrexit Project BGETIFINC Disability Advlc8 GLA ILLST- Crisis Prevenllon N.C. London ICB - SES Mind Local Mollon 328,970 328,970 44.338 32.473 43,297 15.000 16,409 33,759 5,763 49,500 10,193 22,326 384,101 53.937 44,338 32.473 43,297 49.443 15.000 16.409 33.759 5,763 4,549 26,241 49,500 10.193 22,326 12,784 21,027 51,468 25,604 56.698 10,000 15,220 56,698 10.000 15.220 13,320 44,770 29,320 31,723 8.917 40.993 29,320 31,723 8,917 40,993 30,211 1,414 32.327 7.127 8,621 2.700 83,265 7,439 88,310 9.500 118,652 50,693 40,066 23,193 9,500 118,652 50,693 40,C66 23,193 1,356 1,356 394 826 643 533 1038 359 Cmts of charltable qctlvltiu - by a¢VIty Grant Fundlngl Opèratlonal Servlce8 2024 Totsl 2023 Total Coreloperational and General Advisory Services Project Specific Advisory Sorvices Charity Shop Co¥ts Govetnanre Costs (Note 5} 382,701 643,533 382,701 643,533 362,458 564,557 12.125 12,126 21,643 1,038 359 1,038.359 13

ENFIELD CITIZENS ADVICE BUREAU IA company limlted by gu4ranteel Notès to the Accounts for the yearended 31 March 2024 51 GoYernan¢e Unrostri¢tsd funds 2024 Total 2023 Totsl Auditors Remuneration Legal & Professional Fees Bad debts Other 8,760 2,912 8.760 2,912 4.200 513 13,647 3,283 453 453 6} Staff costs 2024 Total 2023 Total Wages and salaries Social Security ¢08ts Pension costs 749,436 61.920 39,926 851,282 641,123 58.197 16,596 715,916 No employèe réceived omoluments of more than £60,00012023'. Nill. No trusloe re¢eived any remuneration or expenses in respect of their role as Iru8100. The averag¢ monthty number of full tim8 equivalent employees was 2412023: 211. Thi8 includes th8 CEO, four m•nagers12023.' 518nd 16 Project & Support 81aff {2023: 201 The key mana9em•nt personnel of the charlly comprfs6 the Trustees and the Chief Executive Officer. The total employee bengfils of the key management personnel of the charity wer8 £47.127 I2023= £46,595}. Included in Wages & S8lari08 are redundancy co8t8 of £27,201 {2023.' £nil). Foxed A•••ts Flxluro•, Flttlng$ & Equlpmfrnt Total Go8t Al 1 Aprll 2023 Addltions in year At 31 Mar¢h 2024 81,972 81,972 Dopreclatlon At 1 April 2023 Charge for the year At 31 March 2024 81,972 81,972 Nel Book Value 31 March 2024 Net Book Value 31 March 2023 8) Dobtors 2024 2023 Trade Debtors Other Debt0 and Prepayments 79.129 43.697 122.826 52.153 27.564 79.717 14

ENFIELD CITIZENS ADVICE BUREAU Notes to the accounts for thè yèar ended 31 March 2024 91 Creditors: Amounts due within one yèar Trade Creditors Other Creditors & soci81 seeurily Accru818 an(J D8ferred Incomè 34.561 49,015 113,122 196,698 735 73,762 87,907 162,41)4 Credltors: Amounts moro than one year Pensie)n Liability IRefer Note 14} 87,621 78,808 Re$trlctod Funds Movement of Resource8 In¢omlng Outgolng Transfer Itov fmm Unro•trlcted 8•lanco Funds 3110312024 Bal•n¢• 0110412023 L.B. Enfield - Chlldrtns Centre L.B. Enfield - Disability Project L.B. Enfield - Housing Project L.B. Enfiald - Food L.B. Enfield - GRT Bulgarlan Help to Claim The Henry Srnlth Chority RSA Trust l Ordnanca Llbrary Christian Action Enfield Communlly Transport Hom8 Dffice-Brexlt Project Enfleld Voluntary A¢lion-Debl Advice EnfKld Voluntary A¢tion - Cancer Project Enfield Voluntary Proled - Long COVID 01 Grant Thomas Dean8 Tru8sell Trust- Foodbank North Middx.Hospital-HIVProjecl Trust for London Clty Bridge 8GETIFINC Disability Adv1¢8 GLA ILLST- Crisls Prevention GLA - Food Roots N.C. London ICB- SES Mind 45,000 30.039 25,000 44,338 32.473 43,297 16,409 33.759 5,763 662 2.434 18,344 13,451 33.759 5,763 8.598 11.292 3,430 2,192 9,500 27,128 10,000 147) 2,958 8,598 14.770 6,643 2,192 12,395 13,406 8.917 10,193 9.500 56,698 10,000 36,490 6,920 3.384 15,220 11,836 17,000} 7,000 33,888 16,000 33,000 40,000 88,769 31,000 49,500 2,790 25,OQO 29,320 22,326 31,723 40,993 118,652 50,893 40,066 4,548 6.328 4,501 20,000 32,414 5,778 19,007 2,531 19,693 561 9,995 2,790 47,497 45.690 23,193 256,057 485,641 643 533 33,766 131.931 Tran$fefO from UnrÈ51rlcled fund8 are lo balance spendlng In exce88 of project restrlcted fundlng. Transfers lo Unreslrf¢ted funds are Ildylr¥J up old fuNls I minor balance8. 12) An14 of A¥•ts by Fund Unrn8triGtgd Deslgnatod Re•trlct•d Funds Fund$ Fund Total Tangtsle Fixed Asse18 Net Current A55ets Creditors due &ftgr more than one year 387,541 87.621 299 920 150.000 142,002 679,543 150,000 142,002 591922 15

ENFIELD CITIZENS ADVICE BUREAU Note5 to the accounts for the year ended 31 Mareh 2024 13) Details of funds Unrestricted Funds The General Funds of the charity are for the provision of advice lo dients in relation to their ri9hls responsibilitie5 and sorvices available lo them. The ContiriggnGy Fund has been created for the purpose of re5eNing funds for emergencies and unforseen expenditure. Desi nated Funds The Designated Fund wa5 previously set up to provlde for fulure expenses relating to premlse$ and IT requi16ments. R&stricted Funds HIVIAld8 - Specialist outreach advice at the North Middlesex Hospitsl and other community location8. Chlldren8 Centre- Advlce and Infomiation to families wilh children undor 5 years old. Thame8 Watsr. The provision of money advice to Tham Water $toMar8. RSA Trust l Ordnance Road - Oulreach advlce al Ordnance Roa¢J Llbr8ry, North London General Advlco. Tru•t for London - Housing èdvlce. L.B. Enfl•ld (Br•xlt ProJ•¢tl- EU settlement and pre settlem8nt application. Enll•ld Voluntary A¢llon . GP Soclal Prescribin9 Project Oth•r Proj•¢ts Ind Operatlonal Grants- A range of vital funding was received from charitsblt trust funders lo contribute to various 8$pecls of our work, In¢luding training for volunteers, Support for our pro bono18gal advKe rola and money advice. Penllon and othor po•t rellr•menl b8nefttJ Tho ¢harity participates In the Nallonal Assoclatlon of Citizens Advice Bureaux Pension & A$suran¢8 Plan119911 which 1$ a fundèd dèfined bonefrt arrangement. The employèrs operate a defined benefrt scheme In the UK. This is a separate trusl•e-admini$torod fund holdlng the pension Scheme as$el$ to m¢81 long-term pension liabilitiès.A full actuarial valuatlon was carried out at 31 March 2024 by 8 qualified independent actuary, based upon membershlp data as al 31 March 2022 $pon$oring 6mployer. The major assumptions used by the actuary and details of the scheme are in the schedules annexed lo those accounts. The schedules do not fonn part of th$ audited finanGi418tat•mont$. The 8nnu81 contributions by Enfield Cltizens Advlc8 Bureau 18 £7,500. The liabilty to th• organi$•tlon 1$ as notad In Note 10 in the accounts. 15} R•latsd Pa Transadlon¥ Ther8 ware no Iran8aclions with related p8rt6es In 2024 Of 2023. 18

ENFIELD CITIZENS ADVICE BUREAU NOTES FORMING PART OF THE FINANCIAL STATEMENTS Note RECONCILIATION OF THE NET {OUTGOINGVINCOMING RESOURCES TO NET CASH INFLOWI{OUTFLOWI FROM OPERATING ACTIVITIES 2024 2023 Nel loulgoing}ISn¢omlng resource$ Deprec(ation charges Interest recelved 1116.067) 32.613 2.41fj (12,824) 143.1091 43,107 {5.20n 28.928 {Increa$e)IDe¢rease In debtors IDecreaselllncrea$e In eredilors Fixed Assets Addillons (47.040) Net cash Inflowllouttlowl from OPBratlng actlvlllo8 17 ANALYSIS OF CASH FLOWS FOR HEADINGS NEE0 IN THE CASH FLOW STATEMENT 2024 2023 Returni on Inv••tm•ntg and ••Nl¢lng of flnan¢• Intorg¥1 recelved Not cash Inflow for relurn• on Inv•8tm•nts and 8grvlclng of Ilnan¢g 18 ANALYSIS OF CHANGES IN CASH AND CASH EQUIVALENTS Al 1.4.23 Ca$h flow Al 31.3.24 Net Ca8h'. Cosh al bank Total 19 ANALYSIS OF DEFERRED IMCOME IGranl8 recelved deferred over tr* hfe of the prolectsl L B Fnfield . Tralnlng Matter L B Enleld- HUBIWASH 2022-23 Faodbank Grant RSA Tru61 CO-DP Cgmmunlty Fund L.B. Enfield - Housing Legal seces Othei Projects & Operallonal Grants 2024 2023 5,000 5,000 5,000 5,000 3,500 12,395 2,874 25,000 2,202 2,674 2.202 14.876 17

ENFIELD CITIZENS ADVICE BUREAU IA Company Limit•d by Guarantsa) No: 3626139 REGISTERED CHARtrY NUMBER 1072841 TRUSTEES REPORT AND FINANCIAL STATEMENTS YEAR ENDED 31 MARCH 2024

2024-03-31-accounts

ANNUAL REPORT 2023 - 2024

WE VALUE DIVERSITY, PROMOTE EQUALITY AND CHALLENGE The Service aims: DISCRIMINATION

MESSAGE FROM THE CHAIR

Jeff Hopwood, Chair of Trustees

TREASURER’S REPORT

Marion Rodin Treasurer

MESSAGE FROM THE CHIEF EXECUTIVE

Nnenna Anyanwu, Chief Executive Officer

STAFFING AND VOLUNTEERS

OUR PROJECTS

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

Our core advice service...

Health-related ADVICE SERVICES

Social and Emotional support Project in partnership with

Disability Advice Project working in partnership with Enfield

Advice for people with HIV diagnosis funded by the NHS.

Trussell Trust funded project in North Enfield Foodbank. We

Projects targeted at low income families

and residents at the sharp end of the cost of living crisis

continued...

DIGITAL INCLUSION PROJECT

DEBT AND ENERGY ADVICE PROJECTS

Welfare Benefits Advice and Debt project funded by City

HOUSING ADVICE PROJECTS

Housing Advice project funded by

Homelessness Prevention project

CITIZENS ADVICE ENFIELD IN THE COMMUNITY

OUR ACHIEVEMENTS

RESEARCH AND CAMPAIGNS Prevention is better than cure

ENFIELDee ~ i

LOOKING FORWARD TO 2024-25

THANK YOU