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← Telford And The Wrekin Citizens Advice Bureaux

2025-03-31-accounts

citizens advice Telford & the Wrekin TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX [Trading as Citizens Advice Telford & The Wrekin] (a company limited by guarantee) Charity No. 1077566 Company No. 03844929 REPORT AND FINANCIAL STATEMENTS YEAR ENDED 31 MARCH 2025

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX LEGAL & ADMINISTRATIVE INFORMATION Charity number: 1077566 Company number: 03844929 Authorised & regulated by the Financial Conduct Authority; FRN: 617769 Registered Office: Suite 4 Syer House Stafford Park Telford TF3 3BD Trustees/Directors Key Personnel: Accountants: David Shelmerdine Timothy Elliott Thomas Longmore Julia Bennett Samuel Chilvers (Chair) (Vice- Chair and Treasurer) (Treasurer) Resigned 12 February 2025 Dipak Kothari OBE Julie Twynholm Stephen Moruzzi Clir Gemma Offland Appointed on 2 April 2025 Resigned 27 September 2024 Louise Cross Kay Benting Richard Tonks James Holyoak & Parker Ltd 1 Knights Court, Archers Way Battlefield, Shrewsbury, SY1 3GA Chief Executive Officer Finance Manager Advice Services and Quality Manager - 2-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX CONTENTS For the year ended 31 March 2025 1. Objectives and Activities 1.1 Charitable Objectives and Public Benefit 1.2 Strategic Priorities 2025/26 1.3 Staff and Volunteers 1.4 Provision of Services 2. Achievements and Performance 2.1 Working with Clients 2.2 Staffing 2.3 Quality Monitoring 3. Financial Review 3.1 The Financial Position 3.2 Principal Funding Sources 3.3 Reserves Policy 3.4 Investment Policy 3.5 Risk Management 4. Plans for Future Periods 4.1 Strategic Priorities 4.2 Going Concern 5. Information on Fundraising Practices ..... 5.1 Fundraising Code of Practice 6. Structure, Governance and Management 6.1 Governing Document . 6.2 Organisational Structure 6.3 Trustee Induction and Training 6.4 Pay and Remuneration of Senior Staff 6.5 Related Parties 7. Statement of Trustees' Responsibilities 8. Independent Examiner's Report to the Trustees Statement of Financial Activities Balance Sheet Cash Flow Statement Notes to the Financial Statements Detailed Income and Expenditure Accounts (Management Information Only) - 3- 4 7 4 5 5 6 8 12 12 13 13 13 14 14 14 15 15 18 18 18 19 19 19 19 19 19 20 21 22 23 24 25 40

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES/DIRECTORS' REPORT For the year ended 31 March 2025 The Trustees (who are also directors of the charity for the purposes of the Companies Act) are pleased to present their annual report and audited financial statements for the year ending 31 March 2025. The financial statements comply with requirements of the Statement of Recommended Practice 2019, the Companies Act 2006 and Financial Reporting Standards. 1. OBJECTIVES AND ACTIVITIES 1.1 Charitable Objectives The objectives of the company are: "The promotion of any charitable purpose for the benefit of the community in the area of Telford and Wrekin Council by the advancement of education, the protection of health and the relief of poverty, sickness and distress." The activities of the charity are: "Advice and support on all problems affecting the general public". Telford and Wrekin Citizens Advice Bureaux aims: "To provide the advice people need for the problems they face". And equally: "To improve the policies and practices that affect people's lives". Telford and Wrekin Citizens Advice Bureaux is known as Citizens Advice Telford and the Wrekin (CAT&W), following a re-branding of the whole national service some years ago. CAT&W aims to provide a regular and accessible holistic advice service for the people of Telford and Wrekin local authority area. The advice service is free, confidential, impartial and independent. The charity provides information and advice on individual's rights and responsibilities, empowering those who can, to help themselves to resolve issues and supporting those who need more help. It also aims to identify local need for specialist advice services and to meet this need by providing these services directly or working with and in support of other agencies. CAT&W also aims to use its knowledge of local issues to work proactively with local and regional agencies to prevent problems arising for their clients in the first place. The Trustees consider that they have complied with the duty in Section 17 of the Charities Act 2011 to have due regard to the public benefit guidance published by the Charity Commission in reviewing the CAT&W Trustees Report and Financial Statements for the year ended 31 March 2025, its activities and in planning its future priorities. - 4..

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES/DIRECTORS' REPORT For the year ended 31 March 2025 1.2 Strategic Priorities 2025/26 Advice We will: i. li. ill. People We will: i. Sustainability We will: i. il. ili. Improve access to our advice services. Maintain the number of clients we help. Maximise our reach and accessibility within places and communities that need us the most. Be a great place to work and volunteer. Have a sustainable funding strategy. Retain our current grants and contracts but plan and generate new income to grow the service or mitigate the loss of contracts. Maintain our high-quality advice. Advocacy and Communications Make sure the people who need us most are aware of our service and help them to access our services. Share the unique work that we do and the impact we make with our staff/volunteers, funders, and stakeholders. Culture We will: i. Be a great partner to collaborate with. Embed equality, diversity, and inclusivity in everything that we do. Continuously reduce our environmental impact. 1.3 Staff and Volunteers The charity is grateful for the huge contribution of its volunteers who are involved in service provision and support roles. During the year a total of 30 active volunteers contributed around 8,060 hours with an estimated value of £289,000 (2024: £196, 109) using the updated National Citizens Advice tool. They worked in a range of roles including Trustees, advisors, receptionists, telephonists, form fillers, administrators and much more. - 5-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 1.4 Provision of Services The advice services are open to all members of the public and are free of charge. The following services and projects were provided during the year: • General advice for residents of Telford & Wrekin. This was provided through initial telephone registration or contact via email, letter, referral, or the online 'Contact Us' form, followed by a holistic advice appointment. Signposting and information was also provided by our First Point of Contact Team and from our website. Debt advice and casework, especially for vulnerable people, through the Money Advice Service Project. This service continues to provide community outreach sessions to reach more people and improve accessibility. • Help to Claim. Assisting people to make claims for Universal Credit and personal budgeting. • Energy advice with the Energy Outreach Project and Energy Advice Programme to support clients with energy advice and help income maximisation. This included the provision of fuel vouchers for individuals and groups. • General advice through paid for outreach sessions funded by Newport, Stirchley and Brookside, and Hadley and Leegomery Parish Councils. • Our Cost-of-Living outreach services continued throughout the year in response to the ongoing crisis. The outreach provision is delivered in 19 wards where demand for our services are highest. A list of the outreaches can be accessed here. • Dedicated advice for families with children with severe and multiple needs working with Telford and Wrekin Council's Strengthening Families Team. • Dedicated 'Better off in Work' and benefits advice as part of the Enable contract administered by Shropshire Citizens Advice. • The NET. This is a National Lottery Community Fund project which provides support services. It is delivered in partnership with Stay, a local housing and support services provider and MIND which provides mental health support. • Baby Steps. This is an advice project supporting new parents, primarily focussing on finances. • The Carers & Work Visa Project - funding was granted to support care workers whose sponsors have lost their licence. • Additional resources in year allowed us to participate in and deliver a number of Cost-of-Living events, drop-in outreach sessions, and to run awareness days across the Borough. • The Cost-of-Living was the public campaign we focused on again this year. • Our Impact video for 2024 - 2025 can be viewed here - Impact Video - 6 -

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 2. ACHIEVEMENTS AND PERFORMANCE General Position of the Organisation: The financial year 2024-2025 was a stable and productive year for the organisation with a focus on maintaining the number of clients supported whilst achieving financial sustainability. Previous decisions made by the Board of Trustees to refocus resources on front line delivery and to increase advisor capacity meant we were in a relatively strong position to continue to meet the demands generated by the Cost-of-Living crisis and maintain our extended outreach offer. We now deliver advice and drop in services in 21 communities across the Borough. Our Core Business Objectives Remain: Our business strategy for the 12-month period was to maintain the number of clients supported along with maintaining our quality standards and ability to help clients with multiple and complex issues. The charity increased the number of clients advised by 5% compared to the previous year. We also saw an increase of 6% in the total number of issues. Our advice quality rating remained green reflecting the high standards of advice and support we give to our clients. Retaining Skilled Staff and Building Capacity Our current business objectives are to retain our skilled front line adviser staff. We continue to have a flexible approach to working, encouraging staff to work in a way that best suits their needs. Our staff turnover has been relatively low and our annual People Survey reflected a positive and supportive working environment. Volunteers We saw an overall increase in new volunteer enquiries following the pandemic and this has resulted in a small but effective team of volunteer form fillers responding to the high level of demands from our clients for this service. - 7-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 2.1 Working with Clients Between April 2024 and March 2025, the Service Supported 12,155 People with 53,644 issues. OUR YEAR IN NUMBERS April 24 - March 25 12,155 Clients Supported 8,029 Full Advice 5% increase on last year CLIENTS ISSUES: 53,644 AN INCREASE OF 6% Compared to last years issues İİİİİ 6 OUT OF 10 iiii Clients have a long term health condition or classify as disabled up from 5/10 in 23/24 Relationships & family :Benefits & tax credits Legat ::1,9% Housing 5.6% Employment :Debt :6.2% Consumer goods & services ::2.1% ISSUE BREAKDOWN Benefits Universal Credit 49% - 8-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 2.1 Working with Clients (continued) Number of Issues 23/24 v 24/25 Utilities & communications Travel & transport Tax Relationships & family Other Legal Immigration & asylum Housing Health & community care GVA & Hate Crime Financial services & capability Employment Education Debt Consumer goods & services Charitable Support & Food Banks Benefits Universal Credit Benefits & tax credits 5,000 10,000 I 2324 # 2425 15,000 20,000 25,000 30,000 How the service was delivered (2023/24 in brackets): 53% (41%) Telephone, 21% (18%) Face to Face, 19% (27%) Email, 6% (7%) Web Chat, 1% (1%) Letter Telford & The Wrekin (member) In person Telephone Web chat Adviceline Phone Other Email 1.365 1.322 676 534 193 36 Grand Total 4,126 33% 32% 16% 13% 5% 1% 100% - 9-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES/DIRECTORS REPORT For the year ended 31 March 2025 Client Profile Age 16-19 20.24 25-29 30-34 35-30 40-44 45-49 $0.54 55-59 60-64 65-69 70-74 75.79 80-84 61 70 85-B9 90.94 |8 32 096 1% 296 486 686 1849 827 810 1852 1800 77B 417 191 146 2%. 3% 4% 5% 6% 7%% 8% 9% 10% 11% 12% Gender 58% Female 4 Male Prefer different term (Other) Disability / Long-term health 48% A Long-Term Health Condition Le Disabled *42% 10% L Nol disabled/no heatth problems - 11-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 Ethnicity of Clients 2% 7% • White 10% @ Black or Black British •E Other 80% * Asian or Asian British • Mixed 2.2 Staffing We are a comparatively small charitable organisation. We run our core-services and associated projects with a group of staff who work flexibly across areas of work and on different projects as funding allows. We are committed to those staff and their care and welfare. The majority of our work is provided under grant agreements against which we have to deliver to a range of targets and key performance indicators (KPls). 2.3 Quality Monitoring We have done well this year across all areas of our Performance Quality Framework which is monitored by Citizens Advice nationally. These are scored against a Red, Amber, Yellow, Green (RAYG) system, where Green is the top score. As of 31 March 2025, our scores were as follows: • Our Client Experience scores this year were 78% for client ease of access, Yellow for the client finding a way forward/client recommending the service and Green for the client's problem being solved. When compared to national statistics, when looking at the positive responses, CATW is 3% higher than the national average (77% compared to 74%). This is similar across the other three areas, where we outperform the national average of positive responses. • This year our financial health was Green. We continue to receive a grant from Telford & Wrekin Council which enables us to leverage other income streams and manage our delivery year-on-year. Along with this our prudent operational and financial planning helped us achieve these scores. • Our annual leadership self assessment scored Green. This indicates that we have good governance, management, and leadership systems in place. • Our Quality of Advice rating was Green across the board. It is based on rolling 12-month data for both client outcomes and case administration key performance indicators. This includes monthly internal self-assessment and consistency reviews reporting to the national Citizens Advice Quality of Advice Assessments (QAA) Team. This work is led by our Advice Services and Quality Manager and a Quality Officer. We also undertake a risk-based approach and record independent file reviews for individuals undertaking casework. Our Green rating confirms that clients of CAT&W can have confidence that the advice they receive is of a consistently high quality. • The People Management survey maintained a Green rating for 2024/25. - 12-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 3. FINANCIAL REVIEW 3.1 The Financial Position The Trustees consider that the state of the charity's affairs is satisfactory. The Trustees do not expect any significant long-term change to the charity's core business. Income in the year was £983,143 (2024; f1,131,662) of which £742,269 related to restricted projects and activities. Total expenditure was £983,994 (2024: £879,098). The year-end outcome was therefore a small deficit of £851 (2024: £252,564 Surplus). The charity has many projects with restricted funding and the charity will sometimes have to commence projects using unrestricted funds before specific funding is received. This means that some of the restricted funds may be in deficit at the year-end. This represents the timing of the funding only. Any completed projects which are in deficit have an amount transferred from unrestricted reserves to the fund. At the year-end we held unrestricted and undesignated reserves of £946,605 (2024: E948,510). See the Reserves Policy (at Section 3,3 below). 3.2. Principal Funding Sources The Trustees of CAT&W would like to thank all of those who have given funding or donated to CAT&W across the last financial year. Our principal funders have been: Telford & Wrekin Council Corporate Grant • Strengthening Families Family Hubs International Care Workers National Citizens Advice Money Advice Services Help to Claim • Big Energy Saving Network • Energy Advice Programme • Innovation The National Lottery Community Fund • The Net Parish Council Outreach Services • Hadley and Leegomery • Newport • Stirchley & Brookside Other Supporters/Funders • Enable • Wrekin Housing Trust • Lloyds Bank Foundation • The Good things Foundation • The Marches Energy Group • The Big Lottery Brookside - 13-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 3.3 Reserves Policy The Trustees believe that the charity should hold financial reserves in order to ensure that it can continue to operate and meet the needs of clients in the event of unforeseen and potentially damaging circumstances arising. This policy is monitored quarterly and reviewed annually by the Trustees. The policy was last reviewed in August 2025 Following the move to Syer House (the charity's new premises in Telford), the Trustees have decided to retain designated funds: • Continuity Reserve • IT Replacement • Premises Repair • Staffing Reserve • Development • Premises Liability (three years) • Syer House Reinstatement Liability • Money and Pension Service Business Continuity The Trustees believe it to be prudent to increase the Continuity Reserve in 2024-25 from three to six months. Six months budgeted operating costs for 2024-25 was £474,000. As and when such costs are incurred, they will be charged against the fund. In this way the charity will be able to meet any foreseeable costs for which the reserves policy has been formulated. See Note 19 for further information and a breakdown of Unrestricted Funds. 3.4 Investment Policy The charity has the power, in furtherance of its objects, to invest monies not immediately required for working capital. This investment policy is agreed by the Trustees, who in doing so aim to get the maximum return whilst seeking to minimise any financial risks, It meets this objective by primarily holding investments in cash, diversified across a range of leading banks after evaluating their credit worthiness. Following a review of the organisation's investments, the Trustees have revised the placement of funds in accounts with varying notice periods, to achieve better returns whilst ensuring adequate cashflow. 3.5 Risk Management The Trustees have considered all the major risks to which the charity is exposed and maintain a risk register and take action to mitigate those risks. A quarterly report is received by the Board on existing and emerging significant risks. The key significant risks identified are: • Reliance on a small number of income streams • Significant increase in client demand • Loss of trained staff and volunteers Policies and procedures are in place to manage organisational processes such as financial management and partnership working to minimise risk in these areas. There are annual reviews of our financial and other management systems to ensure we are congruent with best practice in the sector. - 14-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 4. PLANS FOR THE FURTUE PERIODS 4.1 Strategic Priorities Our Strategic Aims 2022-25 A. Advice We will improve access to our advice services • Deliver a flexible advice model with a mix of remote and local advisers delivering across a range of channels and locations. • Protect our face-to-face advice service capacity. • Maximise our reach and accessibility by improving our telephone service and call management/call waiting. • Further improve access to services with a blend of digital channels, out of hours and community-based access/advice points. • Incorporate service user perspectives into our planning and decision-making processes. We will put our clients at the heart of our service. • Our communications will better help our clients to understand how they can get the advice or support they need • Ensure our services are accessible to all by talking and listening to our users. • Improve engagement by delivering partnerships with specialist groups. We will increase the number of clients that we help • Maintain the number of clients helped • Ensure the clients that need our help the most are aware of our services and can access them easily. We will maximise our reach and accessibility within places and communities that need us the most • Codesign our delivery model with, and in our communities. • Create a more equitable First Point of Contact walk in service for the Borough. Leading to: Our advice services will be accessible and relevant to all our diverse clients whose experiences and out- comes will be more positive. Our technology will respond to user needs and will improve access to our services, including face to face. - 15-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 B. People We will be a great place to work and volunteer • Retain our current high-quality workforce by always being a great employer - providing the best flexible working options, well managed, trained, supported staff, helping with their wellbeing and mental health, and planned protected learning/wellbeing time. • Staff and volunteers receive the training they need to meet client needs and provide quality advice, meet governance and legislative requirements. • Development opportunities are in place for all staff and volunteers. • Use performance management to help us continuously improve the way we work and the advice we give. • Encourage staff to be flexible and agile about where and how they work. • Continue to use highly valued and skilled volunteers to provide advice and optimise volunteers in other roles e.g. Personal Independence Payment (PIP) forms, and First Point of Contact. • Develop a Volunteer Strategy and capacity to provide high quality support to our volunteers. Leading to: A culture that will be more inclusive and that will continue to make our whole service more diverse with better equality of opportunity for all. C. Sustainability We will have a sustainable funding strategy • Telford & Wrekin Council - ensuring we deliver against our KPls and Council strategies and the work we do is better communicated. Community delivery is a key driver. • National Citizens Advice contracts - Money and Pension Service (MaPS), Help to Claim (HTC) and Energy - deliver high quality advice, meet, or exceed targets and participate in pilots and leadership groups. • Partner projects .. The Net, Enable, Strengthening Families. We will retain our current grants and contracts but plan to generate new income to grow the service to mitigate the loss of contracts. • Increase new income streams to diversify the funding mix, seeking opportunities with existing and new partners. We will maintain our high advice quality • Giving high quality and assured advice means we offer a better service to our clients; able to compete for national contracts and this supports our ambitions and unique selling point (USP) locally. Leading to: In terms of sustainability, our services will be designed and costed, taking account of the needs of those fac- ing disadvantage, detriment or harm. - 16-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 D. Advocacy and Communications We will make sure the people who need us most are aware of our service and help them to under- stand their customer journey better. • Ensure our stakeholders and funders understand the crucial value of the work that we do and the impact we have on individuals, families, and communities. We will share the unique work that we do and the impact we make with our staff/volunteers, funders, and stakeholders • Build awareness of our USP (high quality, assured advice, free, impartial) to distinguish our service from other providers locally and nationally. • Celebrate success internally with staff and volunteers and externally with stakeholders and partners. • Deliver the Help to Claim KPls by working with partner organisations across the Job Centre Plus (JCP) Mercia District. • Plan and deliver an internal two-way comms plan for staff and volunteers that means they feel listened to, and their views are valued. • We will use our data and knowledge to deliver campaigns that will make the most difference and reflect our local issues and needs. Leading to: Our advocacy services will speak up for those who face intense disadvantage, detriment, or harm to their wellbeing, and we will improve how we identify and consider those needs. E. Culture We will be a great partner to collaborate with. Equity, diversity, inclusion, and environmental sus- tainability will not be an add on but integral to our service and embedded into everything that we do. • We will be a great partner and an active player in local third sector networks, using our knowledge to influence policy and issues and to work collaboratively to seek solutions. Our partners will be clear about the work that we do. We will embed equality, diversity, and inclusivity in everything that we do. • We will continue to build a culture that is collaborative and innovative and that adapts to the changing needs of our clients. • We will strive to achieve greater diversity and equality of opportunity across the organisation. • Attract new funding to train local advisers who help us to represent the communities we serve. • We will listen to clients to find out how we can improve our service so that no one feels it is not for them. - 17-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 We will continuously reduce our environmental impact. • We will aim to reduce our environmental impact by embedding sustainability into all our decisions and plans. Leading to: A culture that will be more inclusive and that will continue to make our whole service more diverse with bet- ter equality of opportunity for all. The Trustees recognise this is an ambitious plan for a relatively small organisation, but progress will be made on these strategic priorities over the three year period. 4.2 Going Concern The charity's contract funding has continued, and together with our reserves and expenditure control, the Trustees do not consider there will be any going concern issues for the next 12 months. Therefore, at the time of approving the financial statements, the Trustees have a reasonable expectation that the charity has adequate resources to continue in operational existence for the foreseeable future. Thus, the Trustees continue to adopt the going concern basis of accounting in preparing the financial statements. 5. INFORMATION ON FUNDRAISING PRACTICES 5.1 Fundraising Code of Practice CAT&W is a registered Telford and Wrekin-based charity and, as such, accepts and invites donations from members of the public, local businesses and other supporters. The charity has an income generation plan which is agreed by the Trustees and a systematic approach to diversifying its income streams in order to minimise risks to the organisation. Where it undertakes fundraising with the public, it adheres to the Code of Fundraising Practice (2019) in how it goes about raising money. In 2024-2025 CAT&W did not work with any professional fundraisers or commercial organisations. In future, if we were to do so, we would contract with individuals or organisations so that they are also bound by the provisions of the Code of Fundraising Practice. - 18-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 6. STRUCTURE, GOVERNANCE AND MANAGEMENT 6.1 Governing Document The charity (which has the working name of 'Citizens Advice Telford & The Wrekin' was formed as a company limited by guarantee on 20 September 1999 (Company Number: 03844929). The full name of the charity is Telford and The Wrekin Citizens Advice Bureaux' and was registered with the Charity Commission on 27 September 1999 (Charity Number: 1077566). It is governed by its Articles of Association, as last updated 6.2 Organisational Structure CAT&W is governed by its Trustee Board which is responsible for ensuring that the charity satisfies its legal and contractual obligations. Trustees meet quarterly as a minimum and delegate the day-to-day operation of the charity to the CEO and Senior Management Team. The Trustee Board is independent of the management team. A register of the Trustee's interests is kept at the registered office and is available to the public. Induction and training are provided through training courses, mentoring and e-learning CAT&W is a member of Citizens Advice (the operating name of the National Association of Citizens Advice Bureaux) and complies with its national standards of advice and casework. 6.3 Trustee Induction and Training Trustee induction is structured and includes information and guidance from the Charity Commission, online mandatory training, governing documents, sight of previous Trustee meetings and minutes, site visits to our offices to meet key personnel, a briefing from the CEO and Learning Lead, and invitations to attend operational meetings and volunteer days. Training is then ongoing. 6.4 Pay and Remuneration of Senior Staff The CEO is supported by two senior managers, the Advice & Quality Advice Manager and the Finance Manager, and a wider management team. The salary levels for the CEO and Senior Managers are set based on both national comparators (other local Citizens Advice offices in the network) and to reflect the local labour market. 6.5 Related Parties We have no subsidiary undertakings delivered by related parties. - 19-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX TRUSTEES'/DIRECTORS' REPORT For the year ended 31 March 2025 7. STATEMENT OF TRUSTEES' RESPONSIBILITIES The Trustees (who are also directors of CAT&W for the purposes of company law) are responsible for preparing the Trustees' Report and the Financial Statements in accordance with applicable law and United Kingdom Accounting Standards. Company law applicable to charities in England and Wales requires the Trustees to prepare accounts for each financial year which give a true and fair view of the state of affairs of the charity and of the incoming resources and application of resources, including the income and expenditure, of the charity for that year. In preparing these accounts, the Trustees are required to: " select suitable accounting policies and then apply them consistently; observe the methods and principles in the Charities SORP; - make judgements and estimates that are reasonable and prudent; - state whether applicable accounting standards have been followed, subject to any material departures disclosed and explained in the accounts; and - prepare the accounts on a going concern basis unless it is inappropriate to presume that the charity will continue in operation. The Trustees are responsible for keeping sufficient accounting records that disclose, with reasonable accuracy at any time, the financial position of the charity and enable them to ensure that the accounts 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. Disclosure of information to accountants. Each of the persons who are Trustees at the time when this Trustees' Report is approved has confirmed that: • So far as that Trustee is aware, there is no relevant information of which the charitable company's accountants are unaware. • The Trustee has taken all the steps that ought to have been taken as a Trustee in order to be aware of any relevant audit information and to establish that the charitable company's accountants are aware of that information. The Truses report was aproved by the Board Truse, on 24/9/25. David J C Shelmerdine Trustee (Chair) - 20 -

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX INDEPENDENT EXAMINER'S REPORT TO THE MEMBERS OF TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX CHARITABLE COMPANY INDEPENDENT EXAMINER'S REPORT TO THE TRUSTEES I report to the charity trustees on my examination of the accounts of the company for the year ended 31st March 2025 which are set out on pages 22 to 39. Responsibilities and basis of report As the charity trustees of the company (and also its directors for the purposes of company law) you are responsible for the preparation of the accounts in accordance with the requirements of the Companies Act 2006 (the 2006 Act). Having satisfied myself that the financial statements of the T&WCAB are not required to be audited under Part 16 of the Companies Act 2006 and are eligible for independent examination, I report in respect of my examination of T&WCAB's financial statements carried out under section 145 of the Charities Act 2011. Ir carrying out my examination I have followed the Directions given by the Charity Commission under section 145(5)(b) of the 2011 Act. Independent examiner's statement Since the T&WCAB's gross income exceeded £250,000, the independent examiner must be a member of a body listed in section 145 of the Charities Act 2011. I confirm that I am qualified to undertake the examination because I am a member of ICAEW, which is one of the listed bodies. I have completed my examination. I confirm that no matters have come to my attention in connection with the examination giving me cause to believe that in any material respect: 1. accounting records were not kept in respect of the company as required by section 386 of the Companies Act 2006. 2. the financial statements do not accord with those records; or 3. the financial statements do not comply with the accounting requirements of section 396 of the Companies Act 2006 other than any requirement that the financial statements give a 'true and fair view' which is not a matter considered as part of an independent examination; or 4. the financial statements have not been prepared in accordance with the methods and principles of the Statement of Recommended Practice for accounting and reporting by charities applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102). I have no concerns and have come across no other matters in connection with the examination to which attention should be drawn in this report in order to enable a proper understanding of the financial statements to be reached. Date: 8 August 2025 Robert Humphreys BEng FCA For and on behalf of James, Holyoak & Parker Limited Chartered Accountants 1 Knights Court, Archers Way Battlefield Enterprise Park Shrewsbury, SY1 3GA -21-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX STATEMENT OF FINANCIAL ACTIVITIES (Including income and expenditure account) For the year ended 31 March 2025 Note Income from: Donations and Legacies 2 Charitable activities Activities for generating funds 4 Investments 5 Profit on sale of fixed asset Total income Expenditure on: Charitable activities 6,7 Total expenditure Net income/(expenditure) before transfer Transfers between funds Net movement in funds Reconciliation of funds: Total funds brought forward at 1 April 2024 Total funds carried forward at 31 March 2025 Unrestricted Restricted Funds 2025 Funds 2025 € € 280 203,000 742,269 Total Unrestricted Restricted Funds Funds Funds 2025 2024 2024 280 945,269 33,594 983,143 791 232,342 1,985 14,129 160,000 409,247 722,415 : 722,415 Total Funds 2024 791 954,757 1,985 14,129 160,000 1,131,662 240,874 742,269 197,946 786,048 197,946 786,048 42,928 (43,779) (44,833) 44,833 (1,905) 1,054 948,510 776 946,605 1,830 983,994 983,994 (851) - (851) 126,749 126,749 282,498 (29,321) 253,177 752,349 752,349 (29,934) 29,321 (613) 879,098 879,098 252,564 252,564 949,286 948,435 695,333 948,510 1,389 776 696,722 949,286 The statement of financial activities includes all gains and losses in the current and comparative year. All income and expenditure derive from continuing activities. The notes on pages 25 to 39 form part of these financial statements. -22-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX BALANCE SHEET As at 31 March 2025 2025 2024 Fixed assets Tangible assets Investments Current assets Debtors Cash at bank and in hand Note 13 14 15 75,637 766,770 : Current liabilities Creditors: amounts falling due within one year Net current assets 16 37,445 172,704 210,149 (104,121) 36,920 991,466 1,028,386 (79,100) 106,028 949,286 Total net assets Funds of the charity Unrestricted funds Designated funds Restricted funds Total charity funds 948,435 949,286 19 19 20 22 122,794 823,811 1,830 948,435 95,230 853,280 776 949,286 The company is entitled to the exemption from the audit requirement contained in section 477 of the Companies Act 2006, for the year ended 31 March 2025. The directors acknowledge their responsibilities for complying with the requirements of the Companies Act 2006 with respect to accounting records and the preparation of financial statements. The members have not required the company to obtain an audit of its financial statements for the year in question in accordance with section 476. These financial statements have been prepared in accordance with the provisions applicable to companies the accounts wete approved by the Board on, 24/9/25 ......... and signed on its behalf by: - 23 -

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX CASH FLOW STATEMENT For the year ended 31 March 2025 Note Cash flows from operating activities: Net cash provided by operating activities Cash flows from investing activities: Proceeds of disposal of tangible fixed assets Purchase of fixed assets Interest income Purchase of Investments 25 13 5 14 Net cash provided by investing activities Increase / (decrease) in equivalents in the reporting period cash and cash Cash and cash equivalents at the beginning of the reporting period Cash and cash equivalents at the end of the reporting period The notes on pages 25 to 39 form part of these financial statements. -24- 2025 4,960 (94,546) 37,594 (766,770) (823,722) (818,762) 991,466 172,704 2024 22,907 450,000 14,129 464,129 487,036 504,430 991,466

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 Charitable Company Information Telford and the Wrekin Citizens Advice Bureaux is a private limited charitable company, limited by guarantee, by not having share capital incorporated and domiciled in England & Wales, The registered office is Suite 4, Syer House, Stafford Park, TF3 3BD and the company registration number is: 03844929. 1 Accounting Policies 1.1 Basis of preparation The financial statements have been prepared in accordance with 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 10 September 2024) - (Charities SORP (FRS 102)), and the Companies Act 2006. The charity meets the definition of a public benefit entity under FRS 102. Assets and liabilities are recognised at historical cost or transaction value unless otherwise stated in the relevant accounting policy. The financial statements are prepared in Sterling and rounded to the nearest E1. The charity has availed itself of Paragraph 3 (2) of Schedule 4 of the Companies Act and adapted the Companies Act formats to reflect the special nature of the charity's activities. 1.2 Fund accounting General funds are unrestricted funds which are available for use at the discretion of the Trustees in furtherance of the general objectives of the company and which have not been designated for other Designated funds are unrestricted funds earmarked by the Trustees for particular purposes. Restricted funds are funds which are to be used in accordance with specific restrictions imposed by donors or which have been raised by the company for particular purposes. The costs of raising and administering such funds are charged against the specific fund. The aim and use of each restricted fund is set out in the notes to the financial statements. 1,3 Income All income is included in the statement of financial activities when the charity is entitled to the funds and the amount can be measured with reasonable certainty. Income is deferred only when the charity has to fulfil conditions before becoming entitled to it or where the donor has specified that the income is to be expended in a future period. Income is received by way of grants, donations and gifts, including gift aid income where applicable, and is included in full in the statement of financial activities when receivable. Income from grants, where related to performance and specific deliverables, are accounted for when it is probable that the income will be received, and the amount can be measured reliably and is not deferred. Donated services and facilities are included at the value to the charity where this can be quantified and is material. The value of services provided by volunteers has not been included in these accounts. - 25-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 1 Accounting Policies (continued) 1.4 Interest receivable Interest on funds held on deposit and investment is included when receivable and the amount can be measured reliably by the company; this is normally upon notification of the interest paid or payable by the Bank. 1.5 Resources expended Expenditure is recognised on an accrual basis as a liability is incurred. Expenditure includes VAT which is not recoverable, and is reported as part of the expenditure to which it relates. Expenditure on raising funds; comprise the costs associated with attracting voluntary income. Charitable expenditure comprises those costs incurred by the charity in the delivery of its activities and services for its beneficiaries. The primary functional activity of the charity is the giving of free and confidential advice to the public. It includes both costs that can be allocated directly to this activity and those costs of an indirect nature necessary to support them. Support costs include all those overhead costs of the office, accommodation, utility services, and other services and costs, which are in support of the activity. They also include costs of meeting the constitutional and statutory requirements of the charity, the audit fees and costs linked to the strategic management of the charity. They have been allocated to activity cost categories on a basis consistent with the levels of income per project. 1.6 Operating leases The charity classifies the lease of property and printing and telecommunications equipment as operating leases. Rental charges are charged on a straight-line basis over the term of the lease. 1.7 Taxation The charity is exempt from tax on income and gains falling within Section 505 of the Taxes Act 1988 or Section 252 of the Taxation of Chargeable Gains Act 1992 to the extent that these are applied to its charitable objects. No provision for taxation has therefore been made in these accounts. 1.8 Tangible fixed assets, depreciation and impairment Individual fixed assets (excluding IT equipment) costing £1,000 or more, and IT equipment of £1,500 or more are capitalised at cost and depreciated over their useful economic lives on the following basis: Computers, Furniture & Equipment - 33% on cost (straight line method) Property Improvement - 20% on cost (straight line method) At each reporting date, the charity reviews the carrying amounts of its tangible assets to determine whether there is any indication that those assets have suffered an impairment loss. If any such indication exists, the recoverable amount of the asset is estimated in order to determine the extent of the impairment loss (if any). - 26-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 1 Accounting Policies (continued) 1.9 Debtors Trade and other debtors are recognised at the settlement amount due after any trade discount offered Prepayments are valued at the amount prepaid net of any trade discounts due. 1.10 Cash at bank and in hand Cash at bank and in hand includes cash in hand, deposits held at call with banks and other short term liquid investments with original maturity of three months or less from the date of acquisition or opening of the deposit or similar account. Any bank overdrafts are shown within borrowings in current liabilities. 1.11 Fixed Asset Investment Fixed Asset Investments which principally are held in cash with different maturities but which are expected to be held as a long term basis for greater than 12 months, are initially measured at transaction price excluding transaction costs and are subsequently measured at fair value at each reporting date. Changes in fair value are recognised in net income/(expenditure) for the year. Transaction costs are expensed as incurred. 1.12 Creditors and provisions Creditors and provisions are recognised where the charity has a present obligation resulting from a past event, it is probable it will result in the transfer of funds to a third party and the amount due to settle the obligation can be measured or estimated reliably. Creditors and provisions are normally recognised at their settlement amount after allowing for any trade discounts due. 1.13 Pensions and retirement benefits The charity operates a defined contribution scheme. The amount charged to the statement of financial activities in respect of pension costs and other post-retirement benefits is the contributions payable in the year. Differences between contributions payable in the year and contributions actually paid are shown as either accruals or prepayments in the balance sheet. 1.14 Financial instruments The charity only enters into basic financial instruments transactions that result in the recognition of financial assets and liabilities like trade and other accounts receivable and payable, loans from banks and other third parties and loans to related parties. Debt instruments (other than those wholly repayable or receivable within one year), including loans and other accounts receivable and payable, are initially measured at present value of the future cash flows and subsequently at amortised cost using the effective interest method. Financial assets and liabilities are offset and the net amount reported in the Balance Sheet when there is an enforceable right to set off the recognised amounts and there is an intention to settle on a net basis or to realise the asset and settle the liability simultaneously. - 27-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 1 Accounting Policies (continued) 1.15 Agency arrangements Income received as part of a joint contract with other charitable organisations is held by this charity as agents for the partner charities and is not accounted for as income or expenditure of the charity. 1.16 Judgements in applying accounting policies and key sources of estimation uncertainty In preparing the Financial Statements, management is required to make estimates and assumptions which affect reported income, expenses, assets, liabilities and disclosure of contingent assets and liabilities. Use of available information and application of judgement are inherent in the formation of estimates, together with expectations of future events that are believed to be reasonable under the circumstances. Actual results in the future could differ from such estimates. Judgements are made in respect of whether to classify assets held in fixed term deposit and term notice accounts, as cash and cash equivalents or as long term investments. Where the charity expects to hold them for longer than 12 months without being utilised, it classifies them as investments as per note 14. Where it holds cash on deposit to support the general running of the charity to be utilised within the next 12 months, it classifies them as cash and cash equivalents. The directors consider that there are no significant areas of key judgement or estimation uncertainty other than those identified in the accounting policies above. 1.17 Going concern The charity's funding has continued, and together with its reserves and expenditure control, the Trustees do not consider there to be a going concern issue for the next 12 months. Therefore, at the time of approving the financial statements, the Trustees have a reasonable expectation that the charity has adequate resources to continue in operational existence for the foreseeable future. Thus, the Trustees continue to adopt the going concern basis of accounting in the preparing the financial statements. 2 Donations and legacies Voluntary donations & gifts Unrestricted Restricted Funds Funds € 280 - Total 2025 Total 2024 280 791 280 280 791 - 28-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 3 Income from charitable activities Grants and contract income receivable for charitable activity Core Advice: Telford & Wrekin Council: Corporate Energy projects Big Lottery - The Net Lottery - Community Cost of Living Innovation Cost of Living Wrekin Housing Trust - Resilience Fund Other grants Debt & Benefits: Money Advice & Pensions Service: Debt Advice Help to Claim (Universal Support) Telford & Wrekin Council: Children Centre Services HMRC - Good Things Foundation Thrive Telford & Wrekin: Family support Other Grants Social Care & Support: Enable Outreach & Engagement: Outreaches Total income from charitable activities Unrestricted Restricted Funds Funds € 203,000 203,000 - - - - - - 203,000 50,521 47,921 113,125 - 24,400 135,967 169,959 358,366 10,000 13,338 15,000 566,663 9,000 9,000 30,639 30,639 742,269 - 29- Total 2025 203,000 50,521 47,921 13.125 24,400 338,967 169,959 358,366 10,000 13,338 15,000 566,663 9,000 9,000 30,639 30,639 945,269 Total 2024 232,000 39,401 47,463 41,376 39,375 15,000 4,500 2,000 421,115 171,831 276,425 10,000 9,000 10,794 25,000 342 503,392 9,000 9,000 21,250 21,250 954,757

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 4 Activities for generating funds Room hire Other Unrestricted Restricted Funds Funds : : Total 2025 € : 5 Investments Interest received Unrestricted Restricted Funds € Funds € 37,594 37,594 - - Total 2025 37,594 37,594 6 Expenditure on charitable activities by fund Core Advice Debt & Benefits Social Care & Support Outreach & Engagement Unrestricted Restricted Funds Funds € 197,946 197,946 157,125 585,342 10,487 33,094 786,048 Total 2025 € 355,071 585,342 10,487 33,094 983,994 - 30- Total 2024 1,805 180 1,985 Total 2024 € 14,129 14,129 Total 2024 330,889 517,599 9,995 20,615 879,098

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 7 Analysis of expenditure on charitable activities Core Advice Debt & Social Care outreach & Benefits & Support Engagement € € Direct costs: Salaries and wages Staff and volunteers Office and IT costs Other costs 226,617 3,740 2,093 4,291 236,741 Support costs: Staff costs Office and IT costs Premises costs Governance and legal 58,286 10,708 35,959 13,376 118,329 Total expenditure 355,070 429,732 966 12,061 270 7,931 24,294 443,029 7,931 1,461 25,755 83,216 15,218 23,994 19,885 142,313 1,497 276 440 344 2,557 4,280 760 1,130 1,169 7,339 585,342 10,488 33,094 Total 2025 € 688,574 4,706 14,154 6,022 713,456 147,279 26,962 61,523 34,774 270,538 983,994 Total 2024 f 634,394 5,059 20,967 4,367 664,787 132,265 23,662 39,666 18,718 214,311 879,098 8 Net incoming resources for the year 9 2025 2024 This is stated after charging Operating leases - other Auditor's remuneration: Independent Examination Depreciation 22,431 2,940 18,909 1,142 2,880 Trustees During the current or previous year no remuneration or benefits for services as a director/Trustee have been paid or were payable, directly or indirectly, out of the funds of the charity to any Trustee or to any person known to be connected with them. Reimbursement of training, travel and incidental expenses to the Trustees came to Enil during the year to 31 March 2025 (2024: £nil). - 31 -

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 10 Employees 2025 FTE Number 2024 FTE Number 2025 Head Count 2024 Head Count Number of employees The average number of employees, analysed by function was: Advice workers and support staff Key management personnel 23 3 26 3 25 29 3 32 2025 26 3 29 2024 Employment costs Wages and salaries Social security costs Pension costs 743,454 63,383 17,393 824,230 718,952 59,189 17,675 795,816 No employee received remuneration amounting to more than £60,000 in the period (2023/24: nil). The key management personnel of the charity comprise of the Chief Executive Officer, Advice Services and Quality Manager and the Finance Manager, with the total employee benefits of this key management personnel of the charity being £118,564 (2024: E116,390). 11 Pensions There is a defined contribution pension scheme for employees. The basis for allocating the employer expense between activities is based on the salary cost of staff working on that activity. The charity automatically enrols eligible jobholders into a qualifying scheme in accordance with pensions legislation. The assets of the scheme are held separately from those of the company in an independently administered fund. The fund is a Group Personal Pension Scheme with Scottish Widows. The pension cost charge for the year represents contributions payable by the charitable company to the fund and amounted to £17,393 (2024: £17,675). The cost of the pension is allocated to each individual project within which an employee works. At the year-end £3,459 was owed to the pension scheme (2024: £3,112). 12 Volunteers The charity is grateful for the huge contribution of its volunteers who are involved in service provision and support roles. During the year a total of 30 active volunteers contributed around 8,060 hours with an estimated value of £289,000 (2024: £196,000) using the updated National Citizens Advice tool. They worked in a range of roles including Trustees, advisors, receptionists, telephonists, form fillers, administrators and - 32-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 13 Fixed Assets Cost At 1 April 2024 Additions At 31 March 2025 Depreciation At 1 April 2024 Depreciation in the year At 31 March 2025 Net book value At 31 March 2025 At 31 March 2024 Property Computers, improvements furniture & equipment 94,546 94,546 18,909 18,909 27,320 27,320 27,320 27,320 75,637 - - 14 Fixed Asset Investments Cost At 1 April 2024 Additions At 31 March 2025 Carrying amount At 31 March 2025 At 31 March 2024 - 33- Total 27,320 94,546 121,866 27,320 18,909 46,229 75,637 - Cash in Portfolio 766,770 766,770 766,770

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 15 Debtors Trade debtors Accrued income Prepayments 2025 € 8,000 22,037 7,408 37,445 2024 20,841 10,268 5,811 36,920 16 Creditors: amounts falling due within one year Note Trade creditors PAYE/NI Pensions Accruals Deferred income Other creditors 17 2025 6,035 15,474 3,459 48,804 21,600 8,749 104,121 2024 6,002 12,565 3,112 15,652 30,000 11,769 79,100 17 Deferred income Deferred income comprises of income received for the following projects for which performance is expected in the following year; totalling £21,600 in the year (2024: £30,000): Balance as at 1 April 2024 Amount released Amount deferred Balance as at 31 March 2025 Syer House International Fit out Recruitment € € 27,000 (5,400) 21,600 3,000 (3,000) - - Total € 30,000 (8,400) 21,600 - 34-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 18 Financial instruments Financial assets Financial assets measured at fair value through profit & loss: - Cash at bank and in hand - Investments - Fixed assets Financial assets that are debt instruments measured at amortised cost: - Trade debtors - Accrued income Financial liabilities Financial liabilities measured at amortised cost: - Trade creditors - PAYE/NI - Pensions - Accruals - Other creditors 19 Unrestricted funds Unrestricted funds: Free reserves Designated funds: Continuity reserve Designated funds: IT replacement Designated funds: Premises repairs Designated funds: Staffing reserve Designated funds: Development costs Designated funds: Premises Liability Designated funds: Premises Reinstatement Liability Designated funds: MaPS Business Total Unrestricted funds - 35 - 2025 € 172,704 766,770 75,637 8,000 22,037 1,045,148 2024 f 991,466 : 20,841 10,268 1,022,575 6,035 15,474 3,459 48,804 8,749 82,521 6,002 12,565 3,112 15,652 11,769 49,100 Balance 01 April 2024 € 95,230 474,000 10,000 50,000 63,000 50,000 89,280 75,000 42,000 948,510 Movement Balance at Between 31 March Funds 2025 27,564 : (18,909) 19,200 (29,760) - (1,905) 122,794 474,000 10,000 31,091 82,200 50,000 59,520 75,000 42,000 946,605

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 20 Restricted funds The income funds of the charity include restricted funds comprising the following unexpended balances of grants received for specific purposes: Balance at 01 April 2024 Core Advice: Energy Projects Big Lottery - The Net Innovation International recruitment Money Matters Syer House Other Grants Incoming resources € 78 - - 78 50,521 47,921 13,125 12,000 4,000 5,400 3,000 135,967 Debt & Benefits: MaPS: Debt Advice Help to Claim (Universal Support) T&W Council: Children Centre Services HMRC - Good Things Foundation Family Support Social Care & Support: Enable : 63 63 Outreach & Engagement: Outreact 635 Total 776 169,959 358,366 10,000 13,338 15,000 566,663 9,000 9,000 30,639 742,269 Resources expended € Transfers Balance at Between 31 March Funds 2025 € € (52,812) (52,532) (13,189) (13,256) (2,170) (18,909) (4,257) (157,125) 2,213 4,611 64 1,256 13,509 1,257 22,910 : 1,830 (178,383) (363,617) (10,946) (14,649) (17.747) (585,342) (10,487) (10,487) (33,094) (786,048) 8,424 5,251 946 1,311 2,684 18,616 1,487 1,487 1,820 44,833 . : : - 1,830 - 36 -

• TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 21 Purpose of funds (material funds only) Unrestricted Funds General reserves The general reserves represent accumulated income received which are free to be used within the objectives of the charity. These funds are available for the future needs and working capital of CAT&W, at the absolute discretion of the Trustees. Designated Reserves Continuity Reserve IT replacement Premises repairs Staffing reserve Development costs Premises Liability Reinstatement Liability MaPS Business Continuity As agreed and set out in the Reserves Policy in the Trustees' Report, Section 3.3 if the funding sources ceased for the charity or for certain projects which is an on-going risk; A fund set up to provide for the replacement of the IT system and equipment expected to expended within the next two years; A fund to set aside for the fit out costs relating to its leasehold property A fund to cover the costs of staff redundancy if the funding sources ceased for the charity or for certain projects which are an on-going risk; A fund to cover the costs of consultancy for management development work expected to be expended within the next 12 months; A fund for the lease term of its leasehold property based on a three year period. A fund for the potential costs of reinstatement of its leaseholc property following the expiry of the lease term expected to be expended in three years. A fund consisting of three months staffing costs for the money and Pensions Service Project. Restricted Funds over £30k in annual income Help to Claim Debt Advice The Net Outreach Energy Projects This is a project funded by DWP through the national Citizens Advice, to provide support to people claiming Universal Credit. This is funding from the Money Advice and Pensions Service through National Citizens Advice, to offer debts advice and casework. The Net is a partnership between CATW, Stay and Telford Mind providing money, housing and crisis support services for local people unable to access or engage with existing services. Funded by local parishes to provide our services in the community This project is funded by a variety of companies including Marches Energy Services and funding through National Citizens Advice to give 1:1 support and provide talks on energy issues. - 37 -

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 22 Analysis of net assets between funds (a) Current year Fund balances at 31 March 2025 are represented by: Net current assets (b) Prior year Fund balances at 31 March 2024 are represented by: Net current assets Unrestricted funds 946,605 Unrestricted funds 948,510 Restricted funds € 1,830 Restricted funds 776 23 Commitments under operating leases As at 31 March 2025, commitments under non-cancellable operating leases as follows: 2025 Total 948,435 Total 949,286 2024 24 Operating leases which expire: Within one year Between one and five years Over five years Related parties 97,672 - 115,800 - There have been no related party transactions in the year nor reimbursement of Trustee expenses in 2025. See Note 9 (2024: Nil). - 38 -

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS For the year ended 31 March 2025 25 Reconciliation of cash flows from operating activities Net income / (expenditure) for the reporting period Less: Investment income Gain on disposal of tangible fixed assets Depreciation (Increase) / decrease in debtors Increase / (decrease) in creditors Net cash provided by operating activities 2025 (851) (37,594) 13,009 (526) 25,022 4,960 2024 € 257,521 (14,129) (160,000) (20,113) (40,372) 22,907 26 Analysis of cash and cash equivalents Cash at bank and in hand Total cash and cash equivalents 2025 172,704 172,704 2024 991,466 991,466 27 Government grants Income from government grants comprises grants made by local authorities to fund the charity's objectives. See Note 3 for more information and to the amount and source of these grants. Working in partnership with other charitable organisations During the year the charity has collaborated with a number of other local charities to make joint tenders to supply support to people living in the Telford and Wrekin area. 29 Members liability The charity (which has the working name of 'Citizens Advice Telford & The Wrekin') was formed as a company limited by guarantee on 20 September 1999 (Company Number: 03844929). The full name of the charity is Telford and the Wrekin Citizens Advice Bureaux and was registered with the Charity Commission on 27 September 1999 (Charity Number: 1077566). None of the Trustees has any beneficial interest in the company. All of the Trustees are members of the company and guarantee to contribute £1 in the event of winding up. - 39-

TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX DETAILED INCOME & EXPENDITURE ACCOUNTS (MANAGEMENT INFORMATION ONLY) For the year ended 31 March 2025 INCOME Grants for charitable activities Donations Bank interest Other income TOTAL INCOME EXPENDITURE Staff & volunteer costs Salaries, NI & pension Recruitment & training Travel & subsistence Volunteer expenses Other Office & IT costs CitA insurance Computer & telephone costs Office equipment Postage, stationery & shredding Reference materials & memberships Premises costs Fire maintenance, cleaning & repairs Heat, light & water Rent, service charge Depreciation Insurance Governance & Other costs Audit & other accounting Legal & professional Bank charges Other 2025 € 945,269 280 37,594 2024 983,143 954,757 791 14,129 161,985 1,131,662 TOTAL EXPENDITURE NET INCOME/(EXPENDITURE) 817,864 2,086 1,618 1,427 17,566 840,561 2,305 20,673 1,847 9,540 4,529 38,894 4,133 2,200 31,560 18,909 4,720 61,522 2,940 31,834 1,583 6,660 43,017 983,994 (851) 766,657 1,027 2,678 898 457 771,717 2,393 26,383 40 9,697 5,012 43,525 21,328 14,123 4.215 39,666 2,880 15,838 794 .. 4,678 24,190 879,098 252,564 - 40-