2021-03-31-accounts

Registered	Office:		220 Hoe Street
			Waltham stow
			London
			E173AY
Local Citizens Advice		(and
Principal)	Office:		220 Hoe Street
			Walthamstow
			London
			E173AY
			12Hatherley Mews
Bankers:			Barclays Bank pic
			278 Hoe Street
			Waltham stow
			London E179QE
Auditors:			MHA Maclntyre	Hudson
			Chartered Accountants		and Statutory	Auditors
			Boundary House
			4 County Place
			Chelmsford
			Essex CM2 ORE

~	moved service delivery to home working and made a smooth transition
~	supported clients over the telephone and webchat as well as by video link and	set up a process for	client
	documents
~	maintained opening times for the Adviceline and Help to Claim line from 9am	to 5pm
~	recruited 4Kick Start trainees
~	successfully wound down our immigration services and kept in house experience
~	introduced video conferencing with other professionals for our most vulnerable	clients and with the		Direct
	Payment service extended this channel to clients
~	established a central appointment and referral system
~	joined the national overflow system with Citizens Advice so that more people oftheir best performers for a small local Citizens Advice	could be helped and	became one
	maintained our quality ofservice
~	became one ofthe first Pension Wise Delivery Centres to implement the transition from Face to face to
	Telephone appointments in April 2020
~	exceeded the pass rate target ofquality assessed appointments for Pension Wise. The national KPI target is 85 %ofall assessed appointments. Our overall pass rate for 2020/2021 was 90%.
~	maintained and exceeded the utilisation rate KPI for Pension Wise:
~	Waltham Forest Housing achieved financial outcomes off428,293 for the year	for local residents	securing
	their homes and preventing homelessness
~	the debt project increased the quality ofadvice to 86%and is a top performing	organisation within	the
	partnership. The project has also made a smooth transition to a new Debt Free	London omnichannel		platform
~	SENDIASS set up a youth led youth forum
~	Direct Payment team led on the internal Zoom pilot which was a success and has been rolled out to the rest of
	the team
~	the advocate now performs her role with multi agencies online so that there has not been a disruption			to
	client's being involved in decisions around their care.

Benefits and tax credits	Benefits and tax credits		5,602
Benefits Universal credit			7,739
Consumer	goods and services		686
Debt			3,344
Discrimination and Hate and GVA			187
Education			413
Employment			2081
Financial services and capability			8,595
Health and	community	care	3,209
Housing			2,396
Immigration	and asylum		742
Legal			841
Other			732
Relationships and family			667
Travel and transport			208
Utilities and	communications		142
Grand Total			38,088

			Notes	2021	2021	2021	2020
				IJnrestrtcted	Restricted	Total	Total
				Funds	Funds	Fundsf	Funds
Income from:
Donations							118
Charitable activities				651,557	1,427,065	2,078,622	2,072,979
Investment income				552		552	1,864
Other				6,000		6,000	4,616
Total				658,109	1,427,065	2,085,174	2,079,577
Expenditure on:
Charitable activities				(615,098)	(1,444,084)	(2,059,182)	(2,039,497)
Total				(615,098)	(1,444,084)	(2,059,182)	(2,039,497)
Net income/(expenditure)				43,011	(17,019)	25,992	40,080
Transfers between	funds		12
Net movement in	funds			43,011	(17,019)	25,992	40,080
Reconciliation offunds
Total funds brought		forward	12	356,420	61,439	417,859	377,779
Total funds carried		forward	12	399,431	44,420	443,851	417,859

		Notes	2020	2020	2020	2019
			unrestricted	Restricted	Total	Total
			Funds	Funds	Funds	Funds
Income from:
Donations			118		118	209
Charitable	activities		618,468	1,454,511	2,072,979	1,811,296
Investment	income		1,864		1,864	1,180
Other			4,500	116	4,616	11,075
Total			624,950	1,454,627	2,079,577	1,823,860
Expenditure on:
Charitable	activities	3	(505,372)	(1,534,125)	(2,039,497)	(1,650,550)
Total			(505872)	(1,534,125)	(2,039,497)	(1,650/50)
Net income/(expenditure)			119578	(79,498)	40,080	173/10
Transfers between funds		12	(23,409)	23,409
Net movement in funds			96,169	(56,089)	40,080	173/10
Reconciliation of
funds
Total funds forward	brought		260,251	117,528	377,779	204,469
Total funds forward	carried	12	356,420	61,439	417/59	377,779

	Notes	2021	2021	2020	2020
		f			f
FIXEDASSETS
Tangible fixed assets			12,989		18,105
CURRENT ASSETS
Cash at bank and in hand		696,660		570,333
Debtors		106,381		98,141
		803,041		668,474
CREDITORS:
Amounts falling due within one year	9	(219,135)		(164,357)
NET CURRENT ASSETS			583,906		504,117
TOTAL ASSETSLESSCURRENT	LIABILITIES		596,895		522/22
CREDITORS:
Amounts falling due after one year	10		(153,044)		(104,363)
NET ASSETS			443,851		417,S59
FUNDS
Restricted	12		44,420		61,439
Unrestricted	12		552,475		460,783
Pension reserve	12		(153,044)		(104,363)
			443,851		417,859

2. Income	from	Charitable	Charitable	Activities	Activities
						Unrestricted	Restricted	2021	2020
						Funds	Funds	Total	Total
								Funds f	Fundsf
Voluntary Income
Donations									118
Local authority	and	other contracts
Grant from London Borough ofWaltham					Forest
- core services						524,000		524,000	574,514
Grants for extended		services
Waltham Forest Primary London Foundation Trust			Care Trust/North (Mental Health		East Project)		27,000	27,000	27,000
Waltham Forest	Housing						90,000	90,000	90,000
Toynbee Hall Project London 4 Quadrant Housing Association							208,789 30,412	208,789 30,412	115,257 29,189
Trust for London						20,110	50,000	70,110	50,000
Citizens Advice	—Pension		Wise				427,552	427,552	482,671
Citizens Advice	—Universal Support						209,773	209,773	210,429
SEN							97,882	97,882	128,280
City Trust							49,525	49,525	48,750
Direct Payments							125,550	125,550	125,550
DHSS							110,581	110,582	147,385
Immigration fee	income					21,590		21,590	42,454
Other grants for	advisory		services			85,857		85,857	1,500
						651,557	1,427,065	2,078,622	2,072,979
Other Income
Bank Interest						552		552	1,&64
Miscellaneous Income						6,000		6,000	4,616
Total Other Income						6,552		6/52	6,480

3. Analysis ofexpenditure	3. Analysis ofexpenditure	3. Analysis ofexpenditure
			Unrestricted		Unrestricted	Restricted	Pension	2021	2020
			General Advisory		Advice and	Advice	Reserve	Total	Total
			Services		Iaformation	Services
								f
Charitable
activities
Staff costs			387,311		42,976	1,163,235	48,681	1,642,203	1,457,380
Other direct costs			51,718		827	111,992	-	164,467	265,691
Support costs		(see below)	77,461		6,124	168,927	-	252,512	316,426
			516,490		49,927	1,444,084	48,681	2,059,182	2,039,497
Support costs
Management		(Staffcosts)	28,360		2,207	61,556		92,123	120,966
ONce, IT&communications			23,173		1,815	49,818		74,806	102,802
Premises			21,509		1,746	47,875		71,130	80,699
Governance	costs		4,375		352	9,579		14,306	10,425
Other			44		4	99		147	1,534
			77,461		6,124	168,927		252/12	316,426
The		basis ofallocation ofsupport costs is hours worked.
			Unrestricted	Unrestricted		Restricted	Pension	2020	2019
			General Advisory		Advice and	Advice	Reserve	Total	Total
			Services	Information		Services
Charitable	activities
Staff costs			343,701		41,778	1,078,072	(6,171)	1,457,380	1,212,097
Other direct	costs		4,915		1,387	259,389		265,691	204,723
Support costs		(see below)	110,346		9,416	196,664		316,426	233,730
			458,962		52,581	1,534,125	(6,171)2,039,497		1,650,550
Support costs
Management	(Staffcosts)		48,877		4,163	67,926		120,966	57,319
ONce, IT&communications			32,277		2,709	67,816		102,802	70,114
Premises			25,403		2,178	53,118		80,699	85,061
Governance	costs		3,301		324	6,800		10,425	19,277
Other			488		42	1,004		1,534	1,959
			110,346		9,416	196,664		316,426	233,730

average	num	ber o	femployees analysed by function was:
				2021	2020
Advisory	services			44	47
Management		and	administration	9	5
				53	52

			Improvements	Fixtures,	Total
			to property	fittings and
				computer
				equipment
	Cost
	At 1April 2020		26,230	50,926	77,156
	Additions
	Disposals
	As at 31March	2021	26,230	50,926	77,156
	Depreciation
	At 1 April 2020		18,427	40,624	59,051
	Charge for the	year	2,746	2,370	5,116
	As at 31 March	2021	21,173	42,994	64,167
	Net book value
	As at 31March	2021	5,057	7,932	12,989
	As at 31 March	2020	7,803	10,302	18,105
8.	Debtors: amounts	falling due svithin one year
				2021f	2020
	Prepayments			19,075	18,513
	Accrued income			87,306	79,628
				106,381	98,141
9.	Creditors: amounts	falling due within one year
				2021	2020
	Trade creditors			16,074
	Fee income received in advance			4,774	9,069
	Prepaid grant funding			83,299	24,000
	PAYE			40,829	36,627
	Other creditors			19,472	10,398
	Accrued expenses			42,687	74,663
	Pensions contributions —recovery
	plan			12,000	9,600
				219,135	164,357

					2021	2021 f	2020	2020f
Provision	brought	forward				104,363		110,534
Employer	contributions		relating	to the
pension recovery		plan			(12,000)		(9,600)
Unwinding	ofthe	discount rate			60,681		3,429
Net movement						48,681		(6,171)
						153,044		104,363

							2021	2020
Financial	assets
Financial assets measured or expenditure			at	fair value through		net income	696,660	570,333
							696,660	570333
Financial	liabilities
Financial	liabilities	measured		at amortised	cost		219,135	164,357
							219,135	164857

12. Statement offunds
				At 31 Income		Expenditure		Transfers		At		31	March
				March 2020									2021
Restricted Funds
Toynbee Hall Project (Capitalise)				208,789			(216,547)						(7,758)
Waltham Forest Housing				1,920 90,000			(87,067)						4,853
London &Quadrant Housing
Association				30,412			(25,796)						4,616
City Trust				3,385 49,525			(49,002)						3,908
London Borough ofWaltham		Forest
Debt Advice				125,550			(121,728)						3,822
Trust for London				50,000			(75,919)					(25,919)
Special Educational Needs				7,037 97,882			(102,064)						2,855
Clinical CG				5,433 27,000			(27,677)						4,756
Citizens Advice —Pension Wise				7,132 427,552			(420,080)						14,604
Citizens Advice —Universal	support			17,010 209,773			(200,272)						26,511
Department ofHealth
Social Prescribing				19,522 110,582			117,932)						12,172
				61,439 1,427,065			(1,444,084)						44,420
Unrestricted Funds
London Borough ofWaltham General Funds		Forest		453,884 524,000			(516,489)					461,395
Other unrestricted funds				6,899 134,109			(49,928)						91,080
Pension reserve				(104,363)			(48,681)					(153,044)
				356,420 658,109			(615,098)					399,431
Total Funds				417,859 2,085,174		(2,059,182)						443,851
The restricted funds relate to monies gr				anted by the following bodies:-
Toynbee Hall Project (Debt Free				to provide a service to	assess client's needs			and lead to a
London)				resolution oftheir over-indebtedness.
Waltham Forest Housing				to provide money and debt management advice to tenants							living
				in social housing.
London &Quadrant			Housing	to support the local oAice in its work with debt advice for							tenants
Association				living in social housing.
Trust for London				to provide advice for clients		with immigration			issues.
London Borough	ofWaltham			to process Direct Payments and provide support for clients
Forest Direct Payments				entitled to Direct Payments.
Clinical CG —Debt		Advice		to provide debt, benefits and		housing advice to mental health
				clients living in the community.
Citizen Advice —Pension Wise				to empower users to make informed decisions					about how	to		use
				their pension.
Special Educational		Needs		to provide services and	develop		services for	families with		children
				with special educational	needs		and disabilities
Department ofHealth			(Social	to provide social prescribing		help and support to residents
Prescribing)

12.	Statement offunds —comparative	Statement offunds —comparative	Statement offunds —comparative	information	in respect ofthe preceding period	in respect ofthe preceding period	in respect ofthe preceding period	is as follows
					At 31	Income	Expenditure	Transfers	At 31
				March 2019					March
									2020
									f
	Restricted Funds
	Toynbee Hall Project (Capitalise)				996	115,257	(125,133)	8,880
	Waltham Forest Housing				6,529	90,000	(94,609)		1,920
	London &Quadrant Association	Housing			4,989	29,189	(40,099)	5,921
	City Bridge Trust				5,685	48,750	(51,050)		3,385
	London Borough of Direct Payments	Waltham	Forest			125,550	(126,606)	1,056
	Trust for London					50,000	(57,552)	7,552
	Special Educational	Needs			6,633	128,280	(127,876)		7,037
	Clinical CG				6,315	27,000	(27,882)		5,433
	Citizens Advice —Pension Wise				15,411	482,671	(490,950)		7, 132
	Citizens Advice —Universal		Support		5,390	210,545	(198,925)		17,010
	Department ofHealth Social Prescribing				65,580	147,385	(193,443)		19,522
					117,528	1,454,627	(1,534,125)	23,409	61,439
	Unrestricted Funds
	London Borough of General Funds	Waltham	Forest		361,741	574,514	(458,962)	(23,409)	453,884
	Other unrestricted funds				9,044	50,436	(52,581)		6,899
	Pension reserve			(110,534)			6,171		(104,363)
				260,251		624,950	(505372)	(23,409)	356,420
	Total Funds			377,779		2,079,577	(2,039,497)		417,859

lysis ofnet assets between funds
		Unrestricted	Restricted	Funds	Total
		Funds			Funds
Fund balances at 31March 2021 are
represented by:
Tangible fixed assets		12,989			12,989
Current assets		604,943	198,098		803,041
Current liabilities		(65,458)	(153,677)		(219,135)
Long term liabilities		(153,044)			(153,044)
Total Funds		399,431		44,420	443,851
			Unrestricted	Restricted	Total
			Fundsf	Fundsf	Funds
Fund balances at31March 2020 are represented	by:
Tangible fixed assets			18,105		18,105
Current assets			483,404	185,070	668,474
Current liabilities			(40,726)	(123,631)	(164,357)
Long term liabilities			(104,363)		(104,363
Total Funds			356,420	61,439	417,859

1March 2021 Citizens Advice Waltham Forest had tot s as follow:	al commitments under non-cancellable	operating
	2021	2020
Land and buildings
Due within one year	59,480	59,480
Due within two to five years	102,650	98,000
Due in over five years
	162,130	157,480
Other leases
Due within one year	6,373	2,704
Due within two to five years	17,364	2,716
Due in over five years
	23,767	5,420

								As at	As at
								31/03/2021	31/03/2020
Discount	rate							2.10%	240%
Inflation	(RPI)							3.30%	2.80%
Inflation	(CPI)							2.80%	2.00%
Revaluation ofdeferred			pensions	in excess ofGMP				2 80%	2.00%
Pension	in payment increases of:
	CPI	or 5%p.a.	ifless					2.80%	2.00%
	CPI	inflation since retirement			or 5%p.a. compound		ifless	2.80%	200%
	CPI or 3%p.a.		ifless					2.50%	1.90%
Commutation		ofpension	for cash	at retirement				HMRC	HMRC
								maximum	maximum
								As at	As at
								31/03/2021	31/03/2020
Assumed	life	expectancies on retirement				at age 65are:
Retiring	today	—Males						21.2	21.2
Retiring	today	—Females						24.I	24.1
Retiring	in 20	years time	—Males					22.6	22.6
Retiring	in 20	years time	—Females					25.7	25.6

					Value at	Value at
					31/03/2021	31/03/2020
					KOOOs	f000s
The assets in the Plan were:
Multi asset funds					72,995	61,085
Structured Equity					24,849	24,279
Cash					1,509	594
Fair value ofPlan assets					99,353	85,959
The actual return on assets		over the period was:			14,282	188
Present value offunded obligations					161,415	140,310
Fair value ofPlan assets					99,353	85,959
Surplus/(deficit) in funded		scheme			(62,062)	(54351)
Present value ofunfunded	obligations				0	0
Unrecognised actuarial gains		(losses)			0	0
Adjustment in respect ofasset ceiling and minimum			funding	requirement	0	0
Net liability in balance sheet					62,062	54/51
Reconciliation ofopening	and closing balances of		the present value ofthe defined		benefit obligation
					31/03/2021	31/03/2020
					KOOOs	KOOOs
Benefit obligation at beginning ofyear					140,310	144,378
Current service cost					652	866
Interest cost					3,322	3,549
Contributions by Plan participants					0	0
Actuarial (gains)/losses					21,568	(2,823)
Benefits paid and expenses					(4,437)	(5,660)
Past service cost					0	0
Settlements					0	0
Business combinations					0	0
Exchange rate					0	0
Benefit obligation at end	of	year			161,415	140/10
Reconciliation ofopening	and closing balances of		the fair	value ofPlan assets
					31/03/2021	31/03/2020
					f.000s	%000s
Fair value ofPlan assets at	beginning ofyear				85,959	88,882
Interest income on Plan assets					2,052	2,183
Return on assets, excluding	interest income				12,230	(1,995)
Contributions by employers					3,549	2,549
Contributions by Plan participants					0	0
Benefits paid and expenses					(4,437)	(5,660)
Business combinations					0	0
Settlements					0	0
Exchange rate					0	0
Fair value ofPlan assets at end ofyear					99/53	85,959

				31/03/2021	31/03/2020
				K000s	K000s
Service cost —including current and past service costs, and settlements				0	0
Service cost —administrative cost				652	866
Net interest on the net defined benefit liability Total expense				1,270 1,922	1,366 2 232
Remeasurements ofthe net defined liability (asset) to be shown		in OCI:
				31/03/2021	31/03/2020
				%000s	f000s
Actuarial (gains)/losses on the liabilities Return on assets, excluding interest income Changes in the effect ofthe asset ceiling excluding	interest income			21,568 (12,230) 0	(2,832) 1,995 0
Total remeasurement ofthe net defined benefit	liability (asset)	to be shown	in OCI	9,338	(828)