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← Hounslow Citizens Advice Bureaux Service

2025-03-31-accounts

REGISTERED COMPANY NUMBER: 03727129 (England and Wales) REGISTERED CHARITY NUMBER: 1075210

Report of the Trustees and

Financial Statements for the Year Ended 31 March 2025

for

HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Contents of the Financial Statements for the Year Ended 31 March 2025

Page
Reference and Administrative Details 3 to 4
Reports of the Trustees 5 to 9
Report of the Independent Auditors 10 to 12
Statement of Financial Activities 13
Balance Sheet 14 to 15
Cash Flow Statement 16
Notes to the Cash Flow Statement 17
Notes to the Financial Statements 18 to 25
Detailed Statement of Financial Activities 26 to 27
Appendix A-FRS102 disclosures 28 to 32

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Reference and Administrative Details for the Year Ended 31 March 2025

The trustees who are also directors of the charity for the purposes of the Companies Act 2006, present their report with the financial statements of the charity for the year ended 31 March 2025. The trustees have adopted the provisions of Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102) (effective 1 January 2019). The charity delivered services from two main offices, within the London Borough of Hounslow, situated in Chiswick and Feltham. The Trustee Board delegates the day-to-day running of the service to one Chief Executive, who oversees all outlets. Each of the bureaux also have their own Advice Session Supervisor. Last year, in total, on average, the charity employed 12 full-time (45 days per week) and 6 part-time (2-3 days per week) Advice Workers. In addition, the charity was supported by its trustees, honorary legal advisers and about sixty volunteers in various roles.

Reference and Administrative Details

STRUCTURE, GOVERNANCE AND MANAGEMENT

Governing document

The charity is controlled by its governing document, a deed of trust, and constitutes a limited company, limited by guarantee, as defined by the Companies Act 2006.

REFERENCE AND ADMINISTRATIVE DETAILS

Registered Company number 03727129 (England and Wales)

Registered Charity number

1075210

Registered office

HOUNSLOW CABX SERVICE 2ND FLOOR, THE CENTRE

HIGH STREET FELTHAM Middlesex TW13 4GU

Trustees

J K Murray Director Co-Chair C T Albrow Director Co-Chair Brenda Otto Director Treasurer G Pope Director M Gill (Solicitor) Director J Saad Director (26 March 2025) I.M Williams Director (10 November 2024)

EX Officio

Aiman Elal Company Chief Executive Officer Annalisa Menini Head of Advice Service

COMPANY SECRETARY

A Elal

INDEPENDENT AUDITORS

Chowdhary & Co Chartered Accountants & Registered Auditors 46 Syon Lane TW7 5NQ

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Reference and Administrative Details for the Year Ended 31 March 2025

Report of the trustees, incorporating a strategic report, approved by order of the board of trustees, as the company directors, on 27[th] January 2026 and signed on the board's behalf by:

.......................................................... .......................................................... John Murray Chris Albrow Trustee Co-Chairman Trustee Co-Chairman

During the year, the charity continued to work within its current 2023-2025 Business Plan. A risk assessment was carried out during the year and all policies, systems and procedures that had been established to mitigate any major risks were reviewed. The Business Plan is reviewed regularly at trustee board meetings.

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Report of the Trustees for the Year Ended 31 March 2025

The trustees who are also directors of the charity for the purposes of the Companies Act 2006, present their report with the financial statements of the charity for the year ended 31 March 2024. The trustees have adopted the provisions of Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102) (effective 1 January 2019).

STRATEGIC REPORT

Introduction

The 2024/25 financial year has been one of both challenge and achievement for Citizens Advice Hounslow. Against the ongoing backdrop of the cost-of-living crisis, demand for our help has continued to rise sharply as more residents struggle to meet essential costs. Our service has once again proven vital — providing thousands of people with the advice, guidance and practical support they need to navigate difficult and often overwhelming circumstances.

Through the compassion and dedication of our staff and volunteers, we have supported individuals and families to secure income, manage debt, avoid eviction, and regain stability. In doing so, we have helped to strengthen the fabric of our community during one of the most testing times in recent memory.

Objectives and Activities

Our mission is to improve the lives of people living in the London Borough of Hounslow by advancing education, promoting health and wellbeing, and relieving poverty, sickness and distress. These core aims have remained constant and continue to guide all aspects of our work.

In line with the Charity Commission’s guidance on public benefit, the trustees regularly review our activities to ensure they continue to meet the needs of our community. We provide free, independent and confidential advice to anyone who needs it, ensuring that no one is left without access to their rights, responsibilities or voice.

To sustain this vital work, we actively seek funding from a range of partners including local authorities, charitable trusts, and national programmes. Our main offices in Chiswick Town Hall and The Centre, Feltham, together with multiple outreach venues across the borough, ensure that our services remain accessible to all. During the year, we also launched our Mobile Advice Unit, which allows us to reach residents in the most deprived and isolated areas — ensuring that help is available where it is needed most.

Indebted to Our Volunteers and Staff

The success of Citizens Advice Hounslow is built upon the dedication of our people. Our volunteers are the heart of our organisation, giving freely of their time, skill and compassion. Around 30 volunteers contribute between 6–12 hours each week across advice, reception, social policy and administrative roles — amounting to over 324 hours of support every week.

Alongside them, our highly committed staff team continues to deliver outstanding results under immense pressure. Their professionalism, resilience and empathy ensure that every client receives the highest standard of service. Our honorary legal advisers and trustees also donate their expertise, strengthening the quality of our advice and governance.

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Report of the Trustees for the Year Ended 31 March 2025

Together, our staff and volunteers form a remarkable team whose collective effort enables us to make a tangible difference every single day.

A Record of Strong Achievements and Performance

Despite the many challenges of the past year, Citizens Advice Hounslow has achieved exceptional results. In 2024/25, we provided advice and support to 16,522 unique clients, addressing 66,633 individual issues — exceeding all key performance indicators.

Our interventions helped secure £20,124,736 in financial gains for local residents. These lifechanging outcomes were achieved through the tireless work of our advisers, caseworkers and volunteers, ensuring that vulnerable people could access the support and income they are entitled to.

We are particularly proud of our continuing partnership with local solicitors, who deliver pro bono legal advice sessions valued at approximately £600,000. This collaboration enhances the range of specialist help we can offer to clients across the borough.

Financial Outcomes

The financial gains achieved through our work are both vast and impactful. In 2024/25, we secured over £20,000,000 million in financial benefits for our clients—almost double the previous year’s total. These gains were achieved through diligent advice and casework support, including:

£15.144 million in benefits income gains, supporting individuals in accessing critical financial support.

£4.24 million in debts written off, providing debt relief to those struggling under unmanageable financial burdens.

£93,763 in reimbursements for clients, and £66,286 in repayments rescheduled, reducing immediate financial pressures.

Beyond these hard financial outcomes, our interventions also yielded significant improvements in clients' overall well-being. The financial support we helped secure often provided a critical lifeline, ensuring that individuals could meet essential living costs, avoid homelessness, and regain some control over their financial futures.

Additionally, the long-term impact of these gains cannot be understated. Securing financial stability for our clients not only helps them today but also creates a foundation for a more stable future, reducing reliance on emergency support services and empowering individuals to regain control over their lives.

Challenges Faced in 2024/25

The year brought significant pressures, as the economic climate continued to affect every aspect of our work.

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Report of the Trustees for the Year Ended 31 March 2025

These challenges underscore the urgent need for sustained investment to ensure that everyone who turns to us for help can receive timely support.

Looking Ahead

As we move into 2025/26, Citizens Advice Hounslow anticipates continuing high demand due to welfare reform, Council Tax Support changes and ongoing financial hardship. Fuel poverty and rising living costs will remain key issues for our clients.

Our focus will be on expanding our capacity — recruiting and training additional advisers, enhancing our outreach network, and securing new sources of funding to ensure no one in our community is left without help.

We will continue to advocate for fair treatment, provide specialist advice in debt, housing, benefits and health, and ensure our services remain inclusive and accessible. Above all, we will stand alongside our clients, helping them build financial stability and resilience in uncertain times.

Financial review

Our principal funding continues to come from London Borough of Hounslow, under the fiveyear agreement (April 2024 – March 2029). Additional funding and support were provided by Citizens Advice (Help to Claim and Help Through Hardship), Trust for London, National Lottery, Henry Smith Charity, Macmillan, and Thames Water Trust, among others.

The Feltham office is generously provided by the London Borough of Hounslow as an in-kind contribution valued at approximately £15,000 per annum.

For the year, we achieved an overall surplus of £17,900.61, reflecting successful fundraising and some delays in staff recruitment. The trustees continue to monitor reserves carefully to ensure sufficient provision for pension liabilities, contingencies and capital requirements.

We remain deeply grateful to our funders and partners for their continued trust and support. Through their generosity, we are able to deliver life-changing assistance to those most in need. We also thank the London Catalyst Samaritan Fund, Greater Change, Isleworth and Hounslow Charity, and the Skinners’ Trust for their vital grants to clients facing hardship.

Risk management

The trustees maintain a comprehensive risk management framework, reviewed annually. Key elements include:

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Report of the Trustees for the Year Ended 31 March 2025

Financial sustainability remains our highest priority, alongside ensuring the health and safety of our staff, volunteers and clients. The reserves policy is reviewed regularly to ensure adequate working capital and resilience against unforeseen events.

Plans for future periods

Looking ahead, our goal is to continue delivering high-quality, accessible advice and support from all our offices and outreach venues, extending our reach where resources allow. We will build on our strong partnerships with local solicitors and community organisations, maintaining our focus on key areas such as debt, welfare benefits, housing and health. Fundraising will remain central to our strategy as we seek to meet the growing demand for our services. We will also continue to strengthen our multilingual advice offer and recruit volunteers who reflect the diversity of Hounslow’s communities. Regular collection of client profile data and satisfaction surveys will help us monitor performance and ensure our services continue to meet local needs effectively. Through innovation, partnership and compassion, Citizens Advice Hounslow will remain a trusted and essential lifeline for those who need us most.

Structure, governance and management

The charity is constituted as a company limited by guarantee and was incorporated on 02 March 1999. During 2024-2025, the charity was governed by its memorandum and articles of association. The charity is a member of Citizens Advice (the operating name for the National Association of Citizens Advice Bureaux).

The charity is administered by a Trustee Board, which is made up of trustees (voting members) and officers (non-voting ex officio staff members) as described below. It is responsible for ensuring that all bureaux offices are properly staffed, have adequate premises, proper equipment and the necessary finance to maintain the service to the community. All trustees are elected each year at our Annual General Meeting and are required to sign a 'Register of Interests' form. New trustees are sought when needed and sometimes for special skills that may be required for an effective board. In order to maintain a board that is representative of our local community and to encourage involvement from any groups that we feel may not be represented, nominations are sought by placing articles in the media, sending out mail shots and approaching other agencies and organisations. Any prospective new trustee is interviewed by two of our existing trustees and the CEO, and, after we have checked for any conflict of interest, s/he is invited to observe at the next trustee board meeting. With the agreement of the board, s/he is then invited to become a trustee and co-opted at the following meeting. All prospective trustees are sent an induction pack, which informs them about the role of a trustee and the responsibilities of a trustee board. The pack also gives a very good breakdown of the structure of our local service, the areas of work covered by us and a good picture of the CAB service as a whole. All new trustees attend induction courses run by Citizens Advice and our Local Authority (Hounslow).

The Trustee Board delegates the day-to-day running of the service to one Chief Executive, who oversee all outlets. Last year, in total, on average, the charity employed 48 full-time (4-5 days per week) and part-time (2-3 days per week) Advice Workers. In addition, the charity was supported by its trustees, honorary legal advisers and about 30 volunteers in various roles.

Governing document

The charity is controlled by its governing document, a deed of trust, and constitutes a limited company, limited by guarantee, as defined by the Companies Act 2006.

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Report of the Trustees

for the Year Ended 31 March 2025

TRUSTEES’ REPORT

STRUCTURE, GOVERNANCE AND MANAGEMENT Governing document

The charity is controlled by its governing document, a deed of trust, and constitutes a limited company, limited by guarantee, as defined by the Companies Act 2006.

STATEMENT OF TRUSTEES' RESPONSIBILITIES

The trustees (who are also the directors of HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE for the purposes of company law) are responsible for preparing the Report of the Trustees and the financial statements in accordance with applicable law and regulations. Unser that Law the Trustees must prepare the financial statements in accordance with United Kingdom Generally Accepted Accounting Practice (United Kingdom Accounting Standards and applicable Law).

Company law requires the trustees to prepare financial statements for each financial year which give a true and fair view of the state of affairs of the charitable company and of the incoming resources and application of resources, including the income and expenditure, of the charitable company for that period. In preparing those financial statements, the trustees are required to

The trustees are responsible for keeping proper accounting records which disclose with reasonable accuracy at any time the financial position of the charitable company and to enable them to ensure that the financial statements comply with the Companies Act 2006. They are also responsible for safeguarding the assets of the charitable company and hence for taking reasonable steps for the prevention and detection of fraud and other irregularities.

In so far as the trustees are aware:

AUDITORS

Bhupindar Singh Chowdhary of Chowdhary and Co, Chartered Accountants & Registered Auditors, was appointed as auditors during the year.

The trustees who are also directors of the charity for the purposes of the Companies Act 2006, present their report with the financial statements of the 27[th] January 2026 and signed on its behalf by:

.......................................................... .......................................................... John Murray Chris Albrow Trustee Co-Chairman Trustee Co-Chairman.

9

Report of the Independent Auditors to the Members of HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE for the Year Ended 31 March 2025

Opinion

We have audited the financial statements of HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE (the 'charitable company') for the year ended 31 March 2025 which comprise the Statement of Financial Activities, the Balance Sheet, the Cash Flow Statement and notes to the financial statements, including a summary of significant accounting policies. The financial reporting framework that has been applied in their preparation is applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practice), including Financial Reporting Standard 102, The Financial Reporting Standard applicable in the UK and Republic of Ireland.

Basis for opinion

We conducted our audit in accordance with International Standards on Auditing (UK) (ISAs (UK)) and applicable law. Our responsibilities under those standards are further described in the Auditors' responsibilities for the audit of the financial statements section of our report. We are independent of the charitable company in accordance with the ethical requirements that are relevant to our audit of the financial statements in the UK, including the FRC's Ethical Standard, and we have fulfilled our other ethical responsibilities in accordance with these requirements. We believe that the audit evidence we have obtained is sufficient and appropriate to provide a basis for our opinion.

Conclusions relating to going concern

In auditing the financial statements, we have concluded that the trustees' use of the going concern basis of accounting in the preparation of the financial statements is appropriate.

Based on the work we have performed, we have not identified any material uncertainties relating to events or conditions that, individually or collectively, may cast significant doubt on the charitable company's ability to continue as a going concern for a period of at least twelve months from when the financial statements are authorised for issue.

Our responsibilities and the responsibilities of the trustees with respect to going concern are described in the relevant sections of this report.

Other information

The trustees are responsible for the other information. The other information comprises the information included in the Annual Report, other than the financial statements and our Report of the Independent Auditors thereon.

Our opinion on the financial statements does not cover the other information and, except to the extent otherwise explicitly stated in our report, we do not express any form of assurance conclusion thereon.

In connection with our audit of the financial statements, our responsibility is to read the other information and, in doing so, consider whether the other information is materially inconsistent with the financial statements or our knowledge obtained in the audit or otherwise appears to be materially misstated. If we identify such material inconsistencies or apparent material misstatements, we are required to determine whether this gives rise to a material misstatement in the financial statements themselves. If, based on the work we have performed, we conclude that there is a material misstatement of this other information, we are required to report that fact. We have nothing to report in this regard.

10

Report of the Independent Auditors to the Members of HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Opinions on other matters prescribed by the Companies Act 2006

In our opinion, based on the work undertaken in the course of the audit:

Matters on which we are required to report by exception

In the light of the knowledge and understanding of the charitable company and its environment obtained in the course of the audit, we have not identified material misstatements in the Report of the Trustees including the strategic report.

We have nothing to report in respect of the following matters where the Companies Act 2006 requires us to report to you if, in our opinion:

Responsibilities of trustees

As explained more fully in the Statement of Trustees' Responsibilities, the trustees (who are also the directors of the charitable company for the purposes of company law) are responsible for the preparation of the financial statements and for being satisfied that they give a true and fair view, and for such internal control as the trustees determine is necessary to enable the preparation of financial statements that are free from material misstatement, whether due to fraud or error.

In preparing the financial statements, the trustees are responsible for assessing the charitable company's ability to continue as a going concern, disclosing, as applicable, matters related to going concern and using the going concern basis of accounting unless the trustees either intend to liquidate the charitable company or to cease operations, or have no realistic alternative but to do so.

Our responsibilities for the audit of the financial statements

Our objectives are to obtain reasonable assurance about whether the financial statements as a whole are free from material misstatement, whether due to fraud or error, and to issue a Report of the Independent Auditors that includes our opinion. Reasonable assurance is a high level of assurance, but is not a guarantee that an audit conducted in accordance with ISAs (UK) will always detect a material misstatement when it exists. Misstatements can arise from fraud or error and are considered material if, individually or in the aggregate, they could reasonably be expected to influence the economic decisions of users taken on the basis of these financial statements.

Irregularities, including fraud, are instances of non-compliance with laws and regulations. We design procedures in line with our responsibilities, outlined above, to detect material misstatements in respect of irregularities, including fraud. The extent to which our procedures are capable of detecting irregularities, including fraud is detailed below:

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Report of the Independent Auditors to the Members of HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Obtaining an understanding of the legal and regulatory framework applicable to the entity and how the entity is complying with that framework.

Assessing the susceptibility of the entity's financial statements to material misstatement, including how fraud might occur.

Discussions with management of any unknown or suspected fraud or instances of non-compliance with laws and irregularities.

Identifying and testing any unusual journal entries, specifically those impacting revenue or costs classification.

The engagement team collectively had the appropriate competence and capabilities to identify or recognise non-compliance with laws and regulations.

Understanding and evaluating the entity's current activities, and effectiveness of management controls to prevent and detect irregularities.

A further description of our responsibilities for the audit of the financial statements is located on the Financial Reporting Council's website at www.frc.org.uk/auditorsresponsibilities. This description forms part of our Report of the Independent Auditors.

Use of our report

This report is made solely to the charitable company's members, as a body, in accordance with Chapter 3 of Part 16 of the Companies Act 2006. Our audit work has been undertaken so that we might state to the charitable company's members those matters we are required to state to them in an auditors' report and for no other purpose. To the fullest extent permitted by law, we do not accept or assume responsibility to anyone other than the charitable company and the charitable company's members as a body, for our audit work, for this report, or for the opinions we have formed.

Bhupindar Chowdhary FCA (Senior Statutory Auditor)

For and on behalf of Chowdhary & Co Chartered Accountants & Registered Auditors 46 Syon Lane Iselworth Middlesex TW7 5NQ

Date: 27[th] January 2026

12

HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Statement of Financial Activities for the Year Ended 31 March 2025

31.3.25
Unrestricted Restricted
Total
fund
fund
funds
Notes
£
£
£
INCOME AND ENDOWMENTS FROM
Donations and legacies
2
-
15,897
15,897
Charitable activities
3
Charitable activity
450,001
855,923
1,305,924
Total
450,001
871,820
1,321,821
EXPENDITURE ON
Raising funds
4
848
1,647
2,495
Charitable activities
5
Charitable activity
442,484
858,941
1,301,425
Total
443,332
860,588
1,303,920
NET INCOME
6,669
11,232
17,901
Transfers between funds
15
-
-
-
Net movement in funds
6,669
11,232
17,901
RECONCILIATION OF FUNDS
Total funds brought forward
445,274
239,019
684,293
TOTAL FUNDS CARRIED FORWARD
451,943
250,251
702,194
31.3.24
Total
funds
£
56,324
1,091,564
1,147,888
-
1,128,476
1,128,476
18,412
(22,839)
(4,427)
688,720
684,293

The notes form part of these financial statements

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Balance Sheet 31 March 2025

Unrestricted
fund
Notes
£
FIXED ASSETS
Tangible assets
11
13,983
CURRENT ASSETS
Debtors & Prepayments
2,678
Cash at bank and in hand
343,205
345,883
CREDITORS
Amounts falling due within one year
12
(4,419)
NET CURRENT ASSETS
341,464
TOTAL ASSETS LESS CURRENT
LIABILITIES
355,447
CREDITORS
Amounts falling due after more than one
year
13
(37,939)
ACCRUALS AND DEFERRED INCOME14
(81,650)
RETIREMENT HEALTHCARE
BENEFITS OBLIGATIONS
-
NET ASSETS
235,858		 31.3.25
Restricted
Total
fund
funds
£
£
34,475
48,458
5,199
7,877
666,223
1,009,428
671,422
1,017,305
(7,417)
(11,836)
664,005
1,005,469
698,480
1,053,927
(73,647)
(111,586)
(158,497)
(240,147)
-
-
466,336
702,194		 31.3.24
Total
funds
£
54,515
4,690
839,199
843,889
(7,126)
836,763
891,278
(122,784)
(84,202)
1
684,293

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Balance Sheet 31 March 2025 - continued

FUNDS OF THE CHARITY
15
Unrestricted funds
Restricted funds
TOTAL FUNDS		 451,943
250,251
702,194		 445,274
239,019
684,293

The financial statements were approved by the Board of Trustees and authorised for issue on ............................................. and were signed on its behalf by:

............................................. Brenda Otto – Treasurer Trustee

The notes form part of these financial statements

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Cash Flow Statement

for the Year Ended 31 March 2025
31.3.25
Notes
£
Cash flows from operating activities
Cash generated from operations
1
170,229
Net cash provided by/(used in) operating
activities
170,229
Cash flows from investing activities
Purchase of tangible fixed assets
-
Net cash (used in)/provided by investing
activities
-
170,229
Change in cash and cash
equivalents in the reporting
period
170,229
Cash and cash equivalents at the
beginning of the reporting period
839,199
Cash and cash equivalents at the
end of the reporting period
1,009,428		 31.3.24
£
25,450
25,450
(60,573)
(60,573)
(35,123)
913,823
839,199

The notes form part of these financial statements

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Notes to the Cash Flow Statement for the Year Ended 31 March 2025

1. RECONCILIATION OF NET INCOME TO NET CASH FLOW FROM OPERATING ACTIVITIES

Net income for the reporting period (as per the Statement
of Financial Activities)
Adjustments for:
Depreciation charges
(Increase)/decrease in debtors
Increase/(decrease) in creditors
Net cash provided by/(used in) operations
2.
ANALYSIS OF CHANGES IN NET FUNDS
At 1.4.24
£
Net cash
Cash at bank and in hand
839,199
839,199
Total
839,199		 31.3.25
31.3.24
£
£
17,901
18,412
6,057
6,058
(3,187)
149,458
980
170,229
25,450
Cash flow
At 31.3.25
£
£
170,229
1,009,428
170,229
1,009,428
170,229
1,009,428

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Notes to the Financial Statements for the Year Ended 31 March 2025

1. ACCOUNTING POLICIES

Basis of preparing the financial statements

The financial statements of the charitable company, which is a public benefit entity under FRS 102, have been prepared in accordance with the Charities SORP (FRS 102) 'Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102) (effective 1 January 2019)', Financial Reporting Standard 102 'The Financial Reporting Standard applicable in the UK and Republic of Ireland' and the Companies Act 2006. The financial statements have been prepared under the historical cost convention.

Income

All income is recognised in the Statement of Financial Activities once the charity has entitlement to the funds, it is probable that the income will be received and the amount can be measured reliably. Income is recognised when the Charity is legally entitled to the income after any performance conditions have been met. Donations are recognised on receipts, Grants are accounted when they become receivable

Expenditure

Liabilities are recognised as expenditure as soon as there is a legal or constructive obligation committing the charity to that expenditure, it is probable that a transfer of economic benefits will be required in settlement and the amount of the obligation can be measured reliably. Expenditure is accounted for on an accruals basis and has been classified under headings that aggregate all cost related to the category. Where costs cannot be directly attributed to particular headings they have been allocated to activities on a basis consistent with the use of resources.

Tangible fixed assets

Depreciation is provided at the following annual rates in order to write off each asset over its estimated useful life. Motor Vehicles: 10% Straight Line Basis.

Taxation

The charity is exempt from corporation tax on its charitable activities.

Fund accounting

Unrestricted funds can be used in accordance with the charitable objectives at the discretion of the trustees.

Restricted funds can only be used for particular restricted purposes within the objects of the charity. Restrictions arise when specified by the donor or when funds are raised for particular restricted purposes.

Further explanation of the nature and purpose of each fund is included in the notes to the financial statements.

Pension costs and other post-retirement benefits

The charitable company operates a defined contribution pension scheme. Contributions payable to the charitable company's pension scheme are charged to the Statement of Financial Activities in the period to which they relate.

Debtors and prepayments:

Debtors are receivable within one year are recognised at the transaction price. Prepayments are valued at the amount prepaid net of any discounts

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Notes to the Financial Statements continued for the Year Ended 31 March 2025

Creditors and accruals

Creditors payable within one year or more than one year are recognised at the transaction price. Accruals are valued at the net cost less any discounts.

Provisions

Provisions are recognised when the Charity has an obligation at the balance sheet date and result of a past event and can be reliably estimated.

2. DONATIONS AND LEGACIES

Donations
Innovation Fund
Cost of Living
3.
INCOME FROM CHARITABLE ACTIVITIES
Activity
LB Hounslow
LB Ealing
Charitable activity
Thames Water Trust
Charitable activity
CAB-Help through
Hardship
Charitable activity
City Bridge
Charitable activity
Trust for London
Charitable activity
Lottery Grant
Charitable activity
Henry Smith Grant
Charitable activity
GLA Advice Bureau
Charitable activity
CAB-Help to Claim
Charitable activity
Grants received, included in the above, are as follows:
 31.3.25
£
2,190
13,707
-
15,897
31.3.25
£
447,501
4,286
39,848
219,575
-
23,375
109,393
47,375
59,493
355,078
1,305,924
31.3.25
£
156,768
31.3.24
£
1,201
43,123
-
12,000
56,324

31.3.24
£
415,000
-
19,930
235,220
40,165
61,183
64,770
35,125
34,500
185,671		 31.3.24
£
1,201
43,123
-
12,000
















56,324
1,091,564

31.3.24
£

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HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Notes to the Financial Statements - continued for the Year Ended 31 March 2025

4. RAISING FUNDS
Raising donations and legacies
31.3.25 31.3.24
£ £
Support costs 2,495 -
5. CHARITABLE ACTIVITIES COSTS
Support
Direct costs (see
Costs note 6) Totals
£ £ £
Charitable activity 1,201,291 102,629 1,303,920
6. SUPPORT COSTS
Information Human
Depreciation technology resources Other
£ £ £ £
Charitable activity 6,057 23,418 4,867 23,307
Governance
Other 2 Other 3 costs Totals
£ £ £ £
Charitable activity 27,391 6,865 10,723 102,628
7. NET INCOME/(EXPENDITURE)
Net income/(expenditure) is stated after charging/(crediting):
31.3.25 31.3.24
£ £
Auditors' remuneration 4,000 3,500
Depreciation - owned assets 6.057 6,058

20

HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Notes to the Financial Statements - continued for the Year Ended 31 March 2025

8. TRUSTEES' REMUNERATION AND BENEFITS

There were no trustees' remuneration or other benefits for the year ended 31 March 2025 nor for the year ended 31 March 2024.

Trustees' expenses

There were no trustees' expenses paid for the year ended 31 March 2025 nor for the year ended 31 March 2024.

9. STAFF COSTS

Wages and salaries
Social security costs
Other pension costs		 31.3.25
£
1,048,529
87,893
19,793
1,156,215
31.3.24
£
908,918
78,218
19,593
1,006,729

The amount recognised in the financial statement activities as an expense in relation to defined contributions plans was £197,793 (2024: £19,593). Charity operates a defined contribution pension scheme. These assets are held separate from these of the Charity in an independent administered fund. Contributions totalling £4217 (2024: £3460) were payable at the balance sheet date and are included in creditors.

The average monthly number of employees during the year was as follows:

31.3.25
41		 31.3.24
36

One employees received emoluments in excess of £60,000 as permitted by Memorandum and articles of association.

10. COMPARATIVES FOR THE STATEMENT OF FINANCIAL ACTIVITIES COMPARATIVES FOR THE STATEMENT OF FINANCIAL ACTIVITIES COMPARATIVES FOR THE STATEMENT OF FINANCIAL ACTIVITIES
Unrestricted Restricted
Total
fund fund funds
£ £ £
INCOME AND ENDOWMENTS FROM
Donations and legacies 21,403 34,921 56,324
Charitable activities
Charitable activity 414,797 676,767 1,091,564
Total 436,200 711,688 1,147,888
EXPENDITURE ON
Charitable activities
Charitable activity 428,687 700,789 1,129,476
Total 428,687 700,789 1,129,476
NET INCOME 7,513 10,899 18,412

21

HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Notes to the Financial Statements - continued for the Year Ended 31 March 2025

10.
COMPARATIVES FOR THE STATEMENT OF FINANCIAL ACTIVITIES -
continued
Unrestricted Restricted
fund
fund
£
£
Transfers between funds
(50,413)
27,574
Net movement in funds
(42,900)
38,473
RECONCILIATION OF FUNDS
Total funds brought forward
488,174
200,546
TOTAL FUNDS CARRIED
FORWARD
445,274
239,019
11.
TANGIBLE FIXED ASSETS
COST
Brought forward
DEPRECIATION
Brought forward
Charge for year
NET BOOK VALUE
At 31 March 2025
At 31 March 2024		 10.
COMPARATIVES FOR THE STATEMENT OF FINANCIAL ACTIVITIES -
continued
Unrestricted Restricted
fund
fund
£
£
Transfers between funds
(50,413)
27,574
Net movement in funds
(42,900)
38,473
RECONCILIATION OF FUNDS
Total funds brought forward
488,174
200,546
TOTAL FUNDS CARRIED
FORWARD
445,274
239,019
11.
TANGIBLE FIXED ASSETS
COST
Brought forward
DEPRECIATION
Brought forward
Charge for year
NET BOOK VALUE
At 31 March 2025
At 31 March 2024		 Total
funds
£
(22,839)
(4,427)
688720
684,293
Motor
vehicles
£
60,573
6,058
6.057
48,458
54,515

22

HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Notes to the Financial Statements - continued for the Year Ended 31 March 2025

12.
CREDITORS: AMOUNTS FALLING DUE WITHIN ONE YEAR
31.3.25
£
Trade creditors
-
Social security and other taxes
(161)
Pension creditor
4,217
Accrued expenses
7,780
11,836
13.
CREDITORS: AMOUNTS FALLING DUE AFTER MORE THAN ONE YEAR
31.3.25
£
Other creditors
111,571
Samaritan fund
15
111,586
14.
ACCRUALS AND DEFERRED INCOME
31.3.25
£
Accruals and deferred income
240,147
15.
MOVEMENT IN FUNDS
Net
Transfers
movement
between
At 1.4.24
in funds
funds
£
£
£
Unrestricted funds
General fund
445,274
6,669
-
Restricted funds
Restricted Funds
239,019
11,232
-
TOTAL FUNDS
684,293
17,901
-		 31.3.24
£
501
(330)
3,460
3,495
7,126
31.3.24
£
122,669
115
122,784
31.3.24
£
84,202
At
31.3.25
£
451,943
250,251
702,194

23

HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Notes to the Financial Statements - continued for the Year Ended 31 March 2025

15. MOVEMENT IN FUNDS - continued

Net movement in funds, included in the above are as follows:

Incoming
Resources
resources
expended
£
£
Unrestricted funds
General fund
450,001
(443,332)
Restricted funds
Restricted Funds
871,820
(860,588)
TOTAL FUNDS
1,321,821
(1,303,920)
Comparatives for movement in funds
Net
Transfers
movement
between
At 1.4.23
in funds
funds
£
£
£
Unrestricted funds
General fund
488,174
7,513
(50,413)
Restricted funds
Restricted Funds
200,546
10,899
27,574
TOTAL FUNDS
688,720
18,412
(22,839)
Comparative net movement in funds, included in the above are as follows:
Incoming
Resources
resources
expended
£
£
Unrestricted funds
General fund
436,200
(428,687)
Restricted funds
Restricted Funds
711,688
(700,789)
TOTAL FUNDS
1,147,888
(1,129,476)		 Incoming
Resources
resources
expended
£
£
Unrestricted funds
General fund
450,001
(443,332)
Restricted funds
Restricted Funds
871,820
(860,588)
TOTAL FUNDS
1,321,821
(1,303,920)
Comparatives for movement in funds
Net
Transfers
movement
between
At 1.4.23
in funds
funds
£
£
£
Unrestricted funds
General fund
488,174
7,513
(50,413)
Restricted funds
Restricted Funds
200,546
10,899
27,574
TOTAL FUNDS
688,720
18,412
(22,839)
Comparative net movement in funds, included in the above are as follows:
Incoming
Resources
resources
expended
£
£
Unrestricted funds
General fund
436,200
(428,687)
Restricted funds
Restricted Funds
711,688
(700,789)
TOTAL FUNDS
1,147,888
(1,129,476)		 Movement
in funds
£
6,669
11,232
17,901
At
31.3.24
£
445,274
230,019
684,293
Movement
in funds
£
7,513
10,899
18,412

24

HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Notes to the Financial Statements - continued for the Year Ended 31 March 2025

16. RELATED PARTY DISCLOSURES

There were no related party transactions for the year ended 31 March 2025.

17. LEGAL STATUS

The Charity is a company limited by guarantee and has no share capital. In the event of the Charity being wound up, the liability in respect of the guarantee is limited to £1 for each member of the Charity.

25

HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Detailed Statement of Financial Activities for the Year Ended 31 March 2025

INCOME AND ENDOWMENTS
Donations and legacies
Donations
Innovation Fund
Cost of Living
Charitable activities
LB Hounslow
LB Ealing
Thames Water Trust
CAB-Help through Hardship
City Bridge
Trust for London
Lottery Grant
Henry Smith Grant
GLA Advice Bureau
CAB-Help to Claim
Total incoming resources
EXPENDITURE
Charitable activities
Wages
Social security
Pensions
Local Authority Subscriptions
Reference Materials
Telephone
Travelling
Training & Welfare
Office expenses
Translation Services		 31.3.25
£
2,190
13,707
-
15,897
447,501
4,286
39,848
219,575
-
23,375
109,393
47,375
59,493
355,078
1,305,924
1,321,821
1,048,529
87,894
19,793
15,380
1400
11,338
3,866
2,226
1,442
9,423
1,201,291
31.3.24
£
1,201
43,123
12,000
56,324
415,500
-
19,930
235,220
40,165
61,183
64,770
35,125
34,500
185,671
1,091,564
1,147,888
908,918
78,218
19,593
14,722
1,155
7,288
2,628
5,217
1,334
6,410
1,045,483

This page does not form part of the statutory financial statements

26

HOUNSLOW CITIZENS ADVICE BUREAUX SERVICE

Detailed Statement of Financial Activities for the Year Ended 31 March 2025

Support costs
Depreciation
Motor vehicles-Depreciation
Information technology
IT Support
IT Software
IT equipment
Website costs
Human resources
HR And Employment support
Other
Insurance
Bank Charges
Consultancy
Sundries/Subscriptions
Payroll services
Motor running expenses
Other 2
Repairs and maintenance
Rent & Service Charge- Chiswick
Office Equipment
Recruitment
Cleaning
Other 3
Postage and stationery
Fund raising costs
Governance costs
Auditors' remuneration
Accountancy fees
Legal fees
Total resources expended
Net income		 31.3.25
£
6,057
7,915
2,339
12,038
1,126
23,418
4,867
3,017
79
7,001
3,565
2,576
7,069
23,307
5.996
9,842
901
6,241
4,411
27,391
4,370
2,495
______
6,865
4,000
6,187
536
10,723		 31.3.24
£
6,058
10,838
355
5,247
1,061
17,501
5,667
5,086
80
2,003
905
2,264
5,424
15,762
-
9,759
-
10,341
4,706
24,806
4,296
-
_
4296
3,500
5,965
438
9,903
1,129,476
18,412
1,303,921
17,901

27

Appendix A - FRS 102 disclosures for the 12 months ended 31 March 2025 Pension cost note

Citizens Advice ('the Principal Employer') operates a defined benefit scheme ('the Plan') in the UK which provides both pensions in retirement and death benefits to members. Pension benefits are related to the members' final salaries at retirement and their length of service at the date they retired or left pensionable service. The Plan closed to future accrual on 31 March 2008. The Plan also contains some money purchase AVCs and protected rights funds, which are not included in these disclosures.

In accordance with the schedule of contributions agreed by the Employer and Trustee in August 2023, the contributions to the Plan for the year ending 31 March 2025 have been £3,218,000, which includes £2,918,000 towards the deficit and £300,000 as an allowance for administration expenses and all scheme levies.

The Plan is a registered scheme under UK legislation. The Plan is subject to the scheme funding requirements outlined in UK legislation. The Plan is governed by the Plan's Trust Deed and Rules dated 4 April 2011. The Trustee is responsible for the operation and the governance of the Plan, including making decisions regarding the Plan's funding investment strategy (although they are required to consult the Principal Employer).

An actuarial valuation of the Plan was carried out as at 31 March 2025 by a qualified independent actuary, based upon membership data as at 31 March 2022, allowing for assumed membership movements over the period from this date, and any material membership movements significantly different from those assumed (e.g. transfers out).

The most recent formal actuarial valuation of the Plan was as at 31 March 2022 and revealed a funding deficit of £53,536,000. In the recovery plan agreed following the valuation, the Principal Employer and other participating employers agreed to pay deficit reduction contributions of £2,918,000 per annum with the view to eliminating the deficit by 30 September 2040.

The liabilities of the Plan are based on the current value of expected benefit payment cash flows to members of the Plan over the next 60 or more years. The average duration of the liabilities is approximately 10 years. The Plan is exposed to actuarial risks such as market (investment) risk, interest rate risk, inflation risk, currency risk and longevity risk.

28

Appendix A - FRS 102 disclosures for the 12 months ended 31 March 2025

The major assumptions used by the actuary were (in nominal terms) as follows:

terms) as follows:
As at As at
31/03/2025 31/03/2024
Discount rate 5.80% 4.90%
Inflation assumption (RPI) 3.10% 3.20%
Inflation assumption (CPI) 2.75% 2.80%
Revaluation of deferred pensions in
excess of GMP 2.75% 2.80%
Pension in payment increases of:
- CPI or 5% p.a. if less 2.70% 2.80%
- CPI inflation since retirement or 5%
p.a. compound if less 2.70% 2.80%
- CPI or 3% p.a. if less 2.30% 2.50%
75% of 75% of
Commutation of pension for cash at HMRC HMRC
retirement maximum maximum
As at As at
31/03/2025 31/03/2024
Assumed life expectancies on retirement at age 65 are:
Retiring today - Males 20.6 20.6
Retiring today - Females 23.4 23.4
Retiring in 20 years time - Males 21.9 21.8
Retiring in 20 years time - Females 24.6 24.5
Value at Value at
31/03/2025 31/03/2024
£000s £000s
The assets in the Plan were:
Multi asset funds 25,527 26,047
Structured equity and LDI 29,553 33,448
Cash 831 1,100
Fair value of Plan assets 55,911 **60,594 **

29


The actual return on assets
over the period was:
Present value of funded
obligations
Fair value of Plan assets
Surplus/(deficit) in funded
scheme

Present value of unfunded
obligations
Unrecognised actuarial gains
(losses)
Adjustment in respect of asset
ceiling
Net liability in balance sheet		 (2,113)
96,535
55,911
(40,624)

0
0
0
40,624


307
107,082
60,594
(46,488)
0
0
0
46,488

Reconciliation of opening and closing balances of the present value of the defined benefit obligation

Benefit obligation at beginning of
year
Current service cost
Interest cost
Contributions by Plan participants
Actuarial (gains)/losses
Benefits paid and expenses
Past service cost
Settlements
Business combinations
Exchange rate
Benefit obligation at end of year		 31/03/2025
£000s
107,082
604
5,122
0
(10,485)
(5,788)
0
0
0
0
96,535		 31/03/2024
£000s
111,169
693
5,250
0
(5,729)
(5,676)
1,375
0
0
0
107,082

30

Reconciliation of opening and
closing balances of the fair value
of Plan assets
31/03/2025
£000s
Fair value of Plan assets at
beginning of year
60,594
Interest income on Plan assets
2,907
Return on assets, excluding
interest income
(5,020)
Contributions by employers
3,218
Contributions by Plan participants
0
Benefits paid and expenses
(5,788)
Business combinations
0
Settlements
0
Exchange rate
0
Fair value of Plan assets at end
of year
55,911

The amounts recognised in profit or loss:
31/03/2025
£000s
Service cost - inc. current & past
service costs, settlements
0
Service cost - administrative cost
604
Net interest on the net defined
benefit liability
2,215
Total expense
2,819
Re-measurements of the net defined benefit liability
shown in OCI:
31/03/2025
£000s
Actuarial (gains)/losses on the
liabilities
(10,485)
Return on assets, excluding interest
income
5,020
Changes in the effect of the asset
ceiling excluding interest income
0
Total remeasurement of the net
defined benefit liability (asset) to
be shown in OCI
(5,465)		 31/03/2024
£000s
60,745
2,905
(2,598)
5,218
0
(5,676)
0
0
0
60,594
31/03/2024
£000s
1,375
693
2,345
4,413
(asset) to be
31/03/2024
£000s
(5,729)
2,598
0
(3,131)

31

LCA Name Houn$low 2024125 2023124 5.800 10.500 4.90Yo 10.500 Amount Amount Year Year 2026 2027 2028 2029 2030 2031 2032 2033 2034 2035 2036 2037 2038 2039 2040 2041 100.00% 10,500 94.52% 9.924 89.34% 9,380 84.44% 8,866 79.81% 8,380 75.43% 7,921 71.30% 7.486 67.39% 7.076 63.70% 6.688 60.20% 6,321 56.90% 5.975 53.78% 5.647 50.84% 5.338 48.05% 5,045 45.42% 4.769 42.93% 2.254 2025 2026 2027 2028 2029 2030 2031 2032 2033 2034 2035 2036 2037 2038 2039 2040 2041 100.OOOh 10,500 95.33% 10,010 90.88% 9,542 86.63% 9,096 82.58% 8,671 8,266 7,880 7,512 7,161 6,827 6,508 6.204 5,914 5,638 5,374 5,123 2,442 75.05% 71.54% 68.20% 10 11 12 13 14 15 16 10 11 12 13 14 15 16 17 61.98% 56.32% 53.690 51.19% 48.79% 46.51% 111 571 122 669 32