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-

- 10-
2%
1%
0%
5%
4%
3%
6%
Madeley & Sutton Hill
Hadley & Leegomery
The Nedge
Woodside
Oakengates & Ketley Bank
Malinslee & Dawley Bank
Arleston & College
Brookside
Donnington
Haygate & Park
Dawley & Aqueduct
Lawley
St Georges
Horsehay & Lightmoor
Wrockwardine Wood & Trench
Muxton
Priorslee
Shawbirch & Dothill
Overdale & The Rock
Newport West
Ketley
Newport South
Apley Castle
Ercall
Ercall Magna
Newport North
Church Aston & Lilleshall
Newport East
Wrockwardine
Admaston & Bratton
Edgmond
Ironbridge Gorge
8%
7% 7% 7%
7%
6% 6%
5% 5% 5% 5% 5%
4%
4% 4% 3% 3% 3%
2% 2% 2% 2% 2%
% OF CLIENTS FROM WARDS
1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1%
Percentage of Clients by Ward
The income gained for our clients (mostly in benefits income) was £7.7m (2023/24 £6.3m).
7,118 people saw the posts (impressions) and 21 links were clicked where further information was provided.
The reason behind the dramatic drop was the loss of Facebook for a quarter, and moving away from
X/Twitter. The reason for the loss of Facebook was due to an error with their automated system, where it
believed we were impersonating Telford & the Wrekin Citizens Advice.
The use of social media this year changed with a reduced amount of posts, but more targeted towards
campaigns and relevant information for local residents:
2.1 Working with Clients (continued)
For the year ended 31 March 2025
TRUSTEES'/DIRECTORS' REPORT
TELFORD AND THE WREKIN CITIZENS ADVICE BUREAUX

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-