. crriiKpis ADCE NORTh OXFOR1RE ANDsoimi NORIHANiVf4sHllRE (A compally by guarantee) AUDITED ACCOUNTS FOR THE YEAR ENDED 31 MARCH 2021 COMPANY NO: 3842133 CHARITY NO: 1079719
crrizENS ADVICE TK)RI71 OXFORDgIIRK AM) SOtrrH NORThAMPTOTrSHIRE CONTENIS Messag¢ from the Chair ReFth of thc Dt0[S and TnLrfecs 4t021 Auditor's Rw¢yÈ 22ts24 SlatemeDt of FinKial Activiti<4 Ba]ance SI Cash tlow statemtlrt 27 Not&8 to the Financial Statrmoms 28to37
the financi year 2020ni follow•1 m fiDm thLwe 5e4D in the PTi(f ytar as in 2019120, the Lrganisation of 1,777 free fofyl pwcds alil¥Jugh fIDE on th¢ fi111 asms thxsn't close to telling the full I[ gov inth¢ (we offjjr InNb]re4dbtY l]Trely in th¢ case my first year iti the Chair, I to tknk my p[th, Steve Gowlff. ftr his Work ID guiithng the itrludiDg our arnu81 rqffl8.
cmzENS ADVICK NORTH OXTrDRDYttREAT4Dsoimi NORThAMPIDNSHIB Rw)rt of the Dirertors •nd Trtee W¢ have pleaswe in presenting our AllThl Repcrt and the audited financial stst¢rnents ftr the year ended 31 Mar¢h 2021. OWECTIVES, AIMS AND Acrivrr Founded in 1965, we are a kKal charity which ha5 l%en providing qualty advice and suprK>rt in our community for ov¢r 50 ytars. (htyobjective is to bdp pIe find a way forward by prowding advi¢e and supporu artd by mPaignin8 on big issues that aff pwple'5 lives. CombiniTh8 the expertise and o)mmitm¢rt of 302 volwrteer4 28 sttff and 8 In1St, we atm io provide fr¢< independeni ¢onfidential. and impartial advi¢e lo everyone on their rights aTKI resp)nsibil(ties, atKI deliver SUViCts and projttts med IcKal needs. Operating main]y in the arw of North Oxf(dshire and South Northamptortshtr¢ wehav¢oifM in Banbury, aDJ Bice5ter, aNI also wrkin outrexh v•ue5 Kid]in8too Br2ckl¢y and Towr£st¢r. W¢ are a membtt of the Citizens Advice chlty netw¢rt which delivers advice from over 2,500 ¢ommunity IatiOnS in Etlgiand and W41&s. runby 265 iDdiviththl charitie& with 7.700 staff and 189,800 Ivice service volunt¢¢rs. Weare grnt¢ful to the following fundtts fortl¥ir Dew or c(ttinu4xl siiptKKt over this year. Chenvell District Ccxlncil - Athce Servic4 Voluntcw Conne¢t and Voluntett Driv¢r Service, Hardship Fund and Winter Supp)rt Grw)t Oxfordshire County cOu11- Winter Supp)rt Grant athninistraticii Bicesler Town Councs1- Advice wvice and volunt Driver SEvic Kidlin8ton Pèrish Council- Advice s¢Trice. s(th N(rthamptonshire COU11 (t West NorthamptOIhire Council)- Advice Strvice Public Health Oxfordshire- Benefits in Pia¢e advice seThriceto Prilnary Catr N10nd1 CitiZ¢t)s Adyice - Gamble Awdrq Help to CEaim. and Money and Pension Service {MaPSI Irea%]ng Capacity projts. We also recave41 Dwffiient for Business, Energy & Industrial Strnte8y IBEIS) Covid funding vian&tional Citizens Advice forthe work we are doing on the AdviceLine singie queje 8nd other a¢tion5 taken to a)sureadvi¢e was availablefor pwple affected by lh¢ pandernic. Deportment of Hea]114 OxforiLshire Clini¢al CotDmi4sioning Group IOCCG). Cherwell District Couneil, and West Oxfordshire District Council - Cornmunity COm)t S]1 Prescnl)ing and PCN Lit& W(Yk¢r sttvÉces. Entrgy Ralress- energy v(MJch¢TS National LAtery Cornmunity FuMI- v)Te c(k8ts Cherwell C(NJtKillor PrK)rity Funds- Volunteff Driver Sttvice Covid19 food deliytty Wear¢e(FLallYgratefi1Oall tlM)sc w1have¢8aged ith community hdraIsin80r kindty made donations to the Charity. wh¢thw lar8e (r small. Wc seek to xhieve our ObJtiv by ¢nga8ing in the ft?Ilowing *iviiies a1 PTojects. Core Advice Strvke Our principal a¢tivity is to prowde fre¢ advice to everyon¢ on their rights and responsibilitie5 rewarding benefits, worK debt attd money. coA%um¢r issues. IwJusin& famity, law and courts. immigration, health, and rnor Our thi¢¢ is Provided tltrouth multiple channeb: w Dational advi¢e website for Fgland arwj Wales, telephone. ernail, web ¢haL 01 thllgh fa¢¢-knfa consultatM)ns. The twtional Citizt415 Advice website's advie¢ p88&5 bad over 60 rntllion views- aIrn 10 million more than in the previ(x]s year. In Ch¢rwell there wtte a totsi of .(18 visits from 70,913 devices and in South Northamptonshire 55,069 visits from 42,444 dt¥ices.
We nm a Debt and Money Advi¢¢ Seryi¢¢ in Cherwell. fvtwjed by Chttwell District Council. Mljich provides support to Cberwell resid¢llts to Enaximise itKorne. Te¢hce debt and improve their rnoney managemellt skilLs. We run a furthtr advice service f(x residcnts of Sth Northamptonshire which is funded by SthN£tVtOnSh1rC Coun¢ll (now West NOTthamFrfomhireCouII). Our Advisers (one of (Ktr volunteer rol¢s) understand that one problem is often the USe or result of aMther. 50 they l(x)k at a ¢lieth'S SituatKon holisticalty rather than as a single issu& This way, polential probl¢ms can be identafied e4rty or prfrempte4 whi¢h helps to prevetkt them from esca[lg into mor¢ serious tssues. For a client stsi]881ing wtth unmanageable d¢bL our priDritias are to preserve their hotne. fuel supplies and iibttty. to make aware of their rights and respnsibilitie& and to help them make informed ¢hoic¢s about fftts)w they deal wilh their dtht pr(1>n. This yrnr we also fimding from the meY and Pertsiorts S¢ryice (Maps) national Citizens Advice to increasethe De Advi5¢K(¥paety. TlkMaPS TraineeDtht Advis(T sty[10 23rdNovember 2020. Of our total incorn& 30.396 wa5 fdised for our Cwe Advice Service from ILxal Councils. A further 5.8Yo was through Covid19 sp#ifK thnding that w&$ received from the National Lotttry, BEIS fi&nding (via National Cttizens Advice) and 19.wo relates to the Har&hip Fund and Wintff Support Grants. It is ilnportanl to notethat the Har(Sship Fund and Wintff sUpwt Grants totalling £175k were received from the ¢ouncil and then dIrlY distributed to local people exptriencing firon¢iai h8rdship due to the irnpact of the panderni¢. Clti2ens Advlce (Help to Claim) The Department for Work and Pensions (DWP) cxtended the contract wtth National Citize1 Advice to provide extra UELivtrsa] Credit stspp thexeby ¢xtending our sub-grant froTn Nattonal Citizens Advice to help residerts in our community needing to maketheir initial UnivThl CT1¢ ¢laim. Of our total in¢orn¢. 3.6% was rais for Help to C]aim. B¢D¢fits In PrdYelB¢D¢fits in Pl•ee For the last 18 years, th¢ Beo¢fts in Prxtice projeLX ha5 been funded by Public Heatth Oxfordshir¢ to provid¢ benefits adYic¢ in two Banbury GP surg£ri&s: Horsefair and West Bar, setvepatients, many of whtsm live in are250f estdeprivatiolL Due lo IOrlsten¢1¢s in uptske of theservice. we had be COldering how lo make thts strviee more wid¢ly ac¢e5skn1 le. Lo¢k<kTrwn w&$ thE Catatyst to cotnpletely redesign the provision and change it to Benefits in PIX as GP $urg¢rie5 were no lot)8er &$ acetssible to the public and my pe(yle were using othtt services suth as focd banks for the fjrgl time. With sorne additio1 funding from Public Healt tbe 4 Oxfordshire citize Advice charities redesigned the provisÉon io create an easy to a¢ces$ digital front ¢nwrin8 that the service Wds Countlde (pr¢viously it had not b¢M available ID Swth OXf{L$hIrc and Vale of White Horse). Now. not only cfyn Primary Care StsGP$ refer ¢li¢nts bw fl Imnk staff can &) so a]so. Of our Éotsl inc<>me. 2.7(A* rnised for Bthefits in Pla Le1 Costs Futtd Oneof our voluntcers IHS donated money fora fiuhj io help dients withiheir legal ¢Thts. The fund is used when on urgent ne arises that merits financiat help. Of ourtotsl incom¢. 1% w&$ T¥iwI for our 14al Fut¥l. En¢rgy Redress This year we received funding from the Ftr&v Saving Trust whÉ¢h has been apinted by Ofg¢m to distribute payments from ¢ntrgy compani<s who may have breached rule5 to registffed charities to help people who are most at risk from cold knmes and htgh ergY bills. This funding ¢nab1&5 the is5uin8 of enugy V(CherS to po)ple usingprtrpayMt metus. Pwle on prepayment mdcTS Usually pay rn(e f their e1 bwause pYepaymo#t tariffs aye mtye axp¢nsiv¢ than Oth pwiexlt rn&h(xls. Re%earch from
crrrzKNS ADVICE NORTh OXFDRDSHTrLANDsoifTH NORTHANIPIDNSlllRE Cttizens Advi¢e in 2020 thowa that sdf-dlsconnIIOn is part of life for t(K> many Customers who use prepayment. Citizerts Advice ttsearch has $lwn that l in 3 bad been dtscomKrta in 2019120. Our resear¢h hLs aLso shown that thege disconnections have a Serio impaa on the pby5ical and mental health of those Affecte Of our iIA41 income, 2.4% was Tri5¢d for Enttgy Reik¢ss SotiAI Prestribing (ComJDunity CoTr#ert & PCN Link WorkTS) So¢ial pre8uibing 15 a system in which GPS. nursts. Oth primary-care professionab refer patients to a range of local, n¢Trrnedical 5ervi¢es. Th¢ l&jtive is to Irove heatth and wellbeing by addressing social PTobl¢ms that affect healiK using sffvices provided by Ihe voluntary, communtty. and SCla[ ¢nterprise sector rdther than prtscription medic&tion. R¢cogthisin8 that lThlth 15 determin¢d primarily by a range of sociaL economi¢, enYÉronmental facfots. 181 pr¢$Cn1n8 seeks to address po)ple's nwls ID a holistÉc way. It also aims to supprrt indtviduals in taking great¢r corrtrol oftheir own he1. Our Community Comect social pr¢s¢rTri in8 service is by NHS EngEaDd. Oxfordthire Clini¢al COmmil01n8 GriNJp, ChThell DistrictenCIl andWestOxford4hireDistri¢A C1(11. and is d¢livered Èn partnershÉp with CitiZrn5 Advice West OxftydshirL. It is staffed by a full-tim¢ Project M8na8cr. supported by two Community Navi8ator5, an Ad11Strator and volunteus. We a]so have two Link Workers funded by NHS Engnd via wrtracts with tsvo PrinwCar¢N¢Norks (PCN5)- l. Bicesiw and 2. Kidlin8ton. Islip, W(xyistock and Yarnion {KlWY). The socÉal prLs¢rll)ing tM Colts p&)ple Wb health is being affted by la1 problws to communtty groups and stt¥i¢es for plal¢al and trtwjtional supwirL For exampl4 we intro(bJce peopl¢ to befri¢nding schemes and CDcourage io meet new people byioining local activities such as the newly ftsm¢d Coronavirus Hdpcrs Bic¢sler. Tnbus Fitness & Boxing Club. and l(al art classes. We a]so help people to Kdin confiden¢e and 5kilLs by attajding trdining couise5 which might thert lead volunr¢ering and ontopaid employment. TIKise with debtor advice need5 arerefeJredtothe Advice Service. Generaily, we seek to prom(Xe a knlthy lifestyle by helptng clients to b&ome mtte physically and socially activ4 which can improv¢ long term heahh condiiiorfj. Tk team were challenged by k>ckdowt) mwltres and spent a $]lfIcant part of the year ¢onductin8 welfare checks and providing ¢m(rtional sup]x)rt to patithiis who were self-isolatin& and finding new Wdys fv cli¢nts ty retDain connth to the outsid¢ world to reduce isolation during the pandemic. Of our t(rtal itKorne. 15% wasraised &Kial Prnling savi¢e& Voluntetr Conned Tllls is a proj( fided by Chcrwell Distric4 CnciL in wknh we airn to devdop community conntdantss and because volunteffing i5 benefi¢ioJ fty Communities and in bjrn. socidy. Th¢ s¢tvi¢¢ aims to eneourd8e local residerts to become volunteeE5. It incrc4s&scommunity u)gagemenL suprths the d¢velopment of vibralrt Tr)n-profrt organisatÈ0t in the I{1•r and helps pa)ple use volunteering as a paihway into paid In this project we {llabora with voluDtary wtsatiOt employ¢rs. and individuals. Of our total inctime. 3% was raised for our Voluntecr Con]d artivities. Volunteer Driver Servi Cherwcll District Cou]Kilalsofun¢L8 rMUchV&IUedVolurtC¢rDrjVwSV1Ce{vDS) in wbi¢h volunte (friv¢rs transl residents to medical appoiMment& non-urgeDt h(Kspttal appointmetrts, and social engagements. This service brings multipl¢ benefits forthe heahl wdlbeI and s(Kial it)clusion of ih05e who have little or no access to publi¢ transwrt well as voluntctt drivtrs, most of whom are rdired peq)le. Examples of non-urgent hospita] appoirt1 iKlude dialysts aryl radirrtherapy. The Ds 15 aL%o art ino)me-g¢nffating a¢*ivtty. F< some pengtr JrneYS w¢ reEve money froTll the SOut¢traI Ambulance Servi¢L (SCAS) which US our volurteer driver5 to transport patients who do t)otTequIr¢spIaIi5t ambulance services. ForDortrhosTrital jwnCys,peTrgers pay a mileage fe¢ directly to the drivff to cover the drivtr's c4)sts. but at a significant saving for them ovtt the C4)St of other f(Kms
CTrtZENSADVICE i¥ORIII OXFORDSHTrE Af4D soifiH NORThAMPTONWRE of transport. It is fairto say that many of our p&&%engtts have the financial means ty tske taxis aaMI were it not f th¢ VDS tlw Wld have difficulty gating to their d¢stinption at all. This s¢rvice p]ay¢d a si8nificaDt role in ¢sUrng that people in the ¢ommunity we serve had food at the start of the lockdown while th¢ gov¢rnm¢nt fiK)d provision and supernarkds put prcttsses in plaee. We pat1nued with SOFEA. a charty in Didc(rt that wovid¢s UCatIo employability and wellbeing pro8rammes for wlnerable yngsterS tlrou8h the delivery of a ¢ommunty larder. This tackles food insecurity and the disadvantsg¢s it ¢aw¢s while having a Fositive impact on the environment by r¢ducin8 food waste. As the wmmunity larder had to close its ¢knr to the pub]i¢ ill the lockdowtL they boxed up food and deliv¢red it to Ydfiws groups to disknbute io pp]e in ned We distrbi llt 1.777 food parce]s and simultaneously identified what thebarriers pwple hadto acce5singfood then wcyknjtoaddress thes¢ batTi¢rs. Of our totsl in¢om¢ lo. was raised for or generated by Volunteer Driver Service activities. Gmblt Aw8r¢ We delivered the second year of the Gamble Awdre s¢ryi¢e fianded by Gamble Awdre (via National Citizens Advice) to raise ihe profile of gamblinre]ated harm (GRH) as a public health issue and to raise awareness of support seNces and ethjcation availabl¢ for the benefit of clients. The proJl 15 pr(Oucing valuable iThsi8hts into good practice aThJ GRH id¢ntifi¢ation mdhrmls. amd to suppcrt individuals in tackling the problem. The proje¢t follows th¢ AdSOry knrd Safer Gambling Priortty AGtion 8 (Ethication to Prevent Gambling-Re18t¢d Harnij Of our total inc(XDe. 4% raisd for the Gamble Aware project. Our Advice Ddivery Channeb We offff radviCe through a wide arxi growing rdnge of ¢lMnnels including online self-hetp (fact sheets, advice Podts, budgeting t(x)15, debt managernent knols and self-help guides). email advic< telephone, face.tO•face discussion. outreach sessions. thopin community advi¢e hubs (such 85 librari£s, GP surgeries. day eentre5 and fdbakS). a1 home visits. Much ofthis delivery was Impact by lockdo with fa¢¢to fac¢ servic¢5 being suspended and nearly all the supp)rt shifting to digitsl channels for a large part of the yesr. Advice Channels Ifim • XlIV21 JL OUT Clients We help Some of the most vulnerdble people in so¢idy: OV¢T this yw 5% of cw ¢lievts have a di$8bility and 260/0 have a long-term hAtth ndItion (LTHC). Thi5 is a reduction from previous years (in 2019120 had a disabiltty and 35QA a LTHC) but is due to tempcrdry SUPEM)rt measures put in place due to the pand¢mi¢ which Provided respite from the¢hailenges that pwple with LTHCS ty disabilities regularly experiell particularly in relatk)n to accessing bet)efits mana8in8 debt due to loss of income. W¢ ¢xp¢¢t this to raurn to the preandemic levels of nearty half of our ¢li¢nts being Pe1¢ wtth long tM health Conditions c disabilities ith future as siwp(rt measure5 aye ranovesl
C11$ ADVI NORIII OXFORDSHJRE AND u[H NORIIIAmMll1RE W¢ help all ages.. 6V• of Jr clients w¢re 25 Ir undtt. 26 aryl 59. 8Dd 26Yo were 60 or ovw. W¢provide wr a¢fvice servi¢es on a free. confideTLtial, and impartial b&sis and webe11¢ that wr ¢li¢Dts apwrfiat¢ the wuk that we do. We would like to share a fcw of thc Comments we have receivcd.. "lam extremely aItl to Citizens Advi¢& Tlw hav¢ been the liglrt belp. They h¢lped me to fi8ht for us and 8(k ju5ti¢e in th¢ eod. Without thcrn I would hav¢ Jice for sure and l am forever ate] to the whole team. A prompt and prOf510nal servi¢e." "We had anmzng he]p from them as a family. 7ly are caring and 8et straight to it withwt making us fr¢1 we don't deserve it. So from me and my famity thank you for your 8maFillg work ilwough ihis hard time. We are super thankfid." "I had ¢xcell•t advice ovu the plb)rte atbl 4$ able to obtaiD advice 41¥)ut aTKrthff issu¢ ov¢¥ ¢nllil. An inydluable 5ervic& My adviser was amazin& vuy compasSi(¥te and rewurhng. Havin8 the advL in my ccrfau was exceptional. My life ¢hanwl so nwch foT the bater." -my advis¢r brillian( being aNI vcy helpful to %. We would have no h¢sitstion in rwoTnTn¢nding seThicc to others. My a¥pie¢t ¢hs time aroLmd was Co[Cle[Y Fv5itiv¢. Th¢ adviser was so good with rne that if l knew how I would nominate them for an awar& I want to say thank you vtty much for ywr hard work aTKI your help." Lwjay I was vtry down and not 51ccping duc to financial probl¢ms. feeltng realty tired of evtyhing and disoriented. But whcn l ened my emil today, I dithi belicve IL I saw the sh(yping voucher you had (wnized 8nd it looks like CKMI heard m& I couldn't e4)ntrol my crying anyrne to see this help at this momtht. Thank you so f(r he]ping me and aringatt pujple." "Citizen5 Advice w85 IrediblY h¢ipfvl. The staff rnembu5 1 sptheto wtte efficienL compassionate and VEY well informed They w¥¢ my first port of call in a wtential hcwsing ¢risis r¢]ated to domestic abus¢ thring lo¢kdown. I was sim#ed to the COrrt Coun¢il ag¢rKy. domestic abuse services and Ment health support...An amazin8 %rvice I will Ver forget the help." "My athryser is a hero in my tyes. I was being bullied by an ex-wloyer wh) was IngtO take me to ¢cwrt for money they said l owed. I believe if it w&s for bis help I Wld not have got the out¢ome I di¢L I am -forCts and re1ve a Vdf PaLSi¢)n pfsD at¥1 he hetpd me so much. l am foTever 8r4teful and I b(ye he gets kt)ow this. Thank you all fix th)in8 an atDazin8iob." -1 rea]ly think the Citizens Adyiceteam are thc vcry best. I'd put them up th¢¢ with NHS staff. They 8r¢ simply suptt supportiv4 friendly and kiDd alld *•rnL I coulthjl rate them ¢nw8h PSOnallY. I, extremely thankful for what they th, ¢sp#ially in this challell8e of a year." Our People In tal. we hwv¢ 310 voluntetts which is a 26% 1caSe from ]¥st year. TFry are made up as follows: GovtrDanc¢ 8 TnLSte& Advi¢¢ Service 25 Advisers 30 Ass¥sors l Ho[rary Leg81 Advisor 6 SupeThisors
I Case Checktt 12 Rtteptionists l R¢sear¢h & CamtAigt 8 Admin Assistants l Trdinet Adviser 14 Community AdviceHub voluDtects Connttt! ll•l IDclusion Projed 6 Digital Coach volunteas CommuDity Connect Socil PrtS£ribi Serviet 7 volurrteers Volunteer Driver Ser¥ic¢ 187 Volunieer driv¢TS 7 Journey brOkS Other Volner Roks 3 rnarketing and fi]ndraisin8 volunteas We have 7 fitll-time staff and 21 p8rt-time statT ACHIEVEMENTS A]¥D PERFORMANCE Our w(k in 2020121 had value to socitty far in excess of our fimdin& It's impossible to Plrt a financial Vdlue on cverythin8 we d but whcre we can. we Imve. We've a TreasLfY-approV model to do this: Our v&hLe to our comlnunity thi% yeer was £2.681.922 savings to goveromeM alldpublic servic¢s1fiscai benefrts) £19.613.736 in pub]i¢ value £8,235,599 in Ille to the peq¥le we he]p £151,595 sairyn8S to our L(xal Authon"ty by weY¢ntiD8 rvictioL% and menta] heahh services £16.166 to Crimtnal JU1ce Systern by preventing h(Msing evict10. homelessness & court action £1.683.211 SAVJngS to DWP try keeping[Re in work £436.171 to & NHS by ofGP Mentsl Hea]th ¥eS Frorn (yjr robust Advice Service managernet infOrnoI4 we've a150 scp&rat¢ty Co1dt the financial benefits to the pa)ple we help: • £3 mdlion in iacome gain8 £431278 of ryyments rhl1 bI]n8peqj1elo m&rdge on the]r i)me £483.075 of debts wrIttff whtte it Was impossible to find other solutior ThÈs year 7.916 unique clients our TMM]S sffvices, wbich is 9% up fn)m last year. In the Advice Service we supp)rted 7280 clierts lup 15%) to addrtss 16,171 illeS {down 15•A) that were <ausing them difficuliies. To help ro]ve their problems we (arried out 15,644 activities. Whilst the pand¢mi¢ ttsultoj a rethi¢ed range of issues, the issv¢s were of suth significanee or complexity that th¢ number of interventions requId to resolve them inueased by 30h from last year putting great pressur¢ on staff and advi¢e s¢ryice volumeers wrting vuy ¢hallengiD8 cireuttLsla1. often from home. Helping people to ndtand the so¢ial beTh¢fits system and making claims ss IM]r larg£st area of enquiry, accounting for 33Vd of our thi8 year. The next biggest area of advice this year was employment at 14°h follow by housing advice at IO%. This ye4r ddA frll from b¢ingthe sOnd
crtlZENSADWCE NOR171 OXFORD911RE AND soinii f4oRTHAhlPTONSHtRE lar8¢St area of enquiry to the 4th with 3Y. (down from IP/fy l&st year dueto the temporary Covtd19 support measur¢s put in place by the governttnt during knckdownl We are happy to rewÈ that during the year we helped ¢lients athieve income gains of ovu £4.2 million (up 20Yo from last year), debts writteTroff of £483.075. aThJ rVymts rtscheduled of £431278. W¢ also helped ¢lients to access over £201,986 of Covid suppryt grants. De5Pit¢ lo¢kdowtK8. Volurtccr Driw Sttvice tknugts)ut the yeardelivering almom 3,IMIO individual pa5senguiourneys. and Tre importantly. delivering 1.777 free fo¢)d parcels to p1¢ unabl¢ to access foLwJ at th¢ start of the first lockdown. The ex¢¢llent work of the VOnte Driver ServÉ¢e in responding to pandemic issues ¢lY an award from theHigh Sheriff of Oxfordshir¢ in rttognition of gr and valuable service5 to the community. The work of all the services we provide recetved praise in Chlywell Di%trict Council's Brighter FuLurt4 in Banbury Pwamme Annual Rq)(rt 2020121. Teebwthlogy Initiatives Using thnOlOgY to faci]ithte x¢¢ss to sfrvKts is increasit)8ly imprrtant. For exampl4 we invested in bespoke software f(r INJr Volunt¢tt Driver Servic& Add¢d to thi4 enhanc¢d use of xKial media rÈsuhed an 85V• irease in useof the ]¢¢. When coronavirus measurts had causul VDS p&ssemgtt smi¢es to be put on hol(L we co11aix)rat with the software dev¢liyw to adapt t 50ft¥¥8re for volunteer-driyer deliveries of food to meet th¢ new knial neo4 during after io¢kthbWn. In 2020 w¢ r¢plaeed wr old ]andlin¢ t¢lqJhone system with a¢) Itrternet platfrm (VOIP) wlji¢h resuk in a teleplM)necost4&ving of 30% This iDitiative also mad¢ it possible to gage quickly it) remote workin8. The ¢omnavir paThJernic Sharpet our f15 on te¢hnoh)gy-driv¢n approaches to our advice deliv services. For example. wtthin days of the announcement there would be a k)ckdowtL we adapted an entirely office•based advsce service into 8 stture, home-b&%ed digitsl one so thai clients could aecess crucial advt¢¢ and supEM)rt during lockikTrwn. Thi8 wds ]Ntssible due to ow ¢arlier, proactive thi8iOD to rnove from a local, physical-s¥ platfim w a stture. cknJ&bas¢d platf(m &$ part of ErnIs[g our infrastructur& Having already put the clixL&based system ia place bef(¢ the pandemi¢ startrf we wer¢ oble to switch ovw to i¢ with little disruption to seryice delivery. Eflkienq IDitiatsve During the year we implemented a numbw of rneasur¢s to improve the of ¢)ur wvi¢e. These included those list below. Moved fully to Cloud wcrfkin& u¢iiising Goo8le Wckspa¢e whi¢h is free for ni)n-profits and VOIP telq)hony, Increasing capacty, cffi¢ien¢y and staff and volunt¢ws. enabling them to work and advise from home VOLUNfEERS Our volunteers ar¢ a divfrse group of indivxluaJ5 frorn the I1 community, with an age range from 16 (tak¢n ort through a studcrt placement s¢heme) ati the Tray up to c*ty eld¢st volunteer who is 84. Volunteers stay with us for an avffage of 2 year5" lwev. we hav¢ many volunteers of long standin8 with our k)ng¢st 5¢rving voluntTr having been with ovtt 16 years. Our volunteers are ple wa]# to rnake a difftta)¢e in their l¢xal area. They share our values and are tommitt¢d to providÈDg the advice pp]e n¢¢d fthe problem5 they fa¢< Lwal CitizerLS Advice are learning enviroDments and voluntttring in any rol¢ 8ives the petson thc chae to develop skills. For all roles, a volunteer necd5 to be opuFmind4 non-judgtment81. able to listeo learn. and wk as part of a 10
cmzETriS ADVICL NORTh OXFORDSTIREAF4D soimi NORITIAMPTOKSHIRE Volunteffing provides skills and exp¢ri¢tte that are Valu by many empk)yers aThl around 30Vo of Volunt who leave local CitizeDs Advice 80 on to paid ¢mployment. In fact. many of l¢xal Citizens Advice pai&staff (managers, Lxse worker5. administralors} started out volunteers. In (RW Advice Sesvice we havc fiv¢ c4x¢ types of volweeTS: Rwtionist& Ass¢ss¢)r4 AdvislKS. SupErvisors at¥J Community Advi¢¢ C(Mch&s. Receptioni%ts Re¢¢ptionists aci as the first p)int of ¢ontsd for clieDts. Thq rnake clieTts feel wel¢om¢ and ensure they are dvdltwith sensitively and inaeeordance with our pr([C$. RwtMTrnists havegood ¢omtnuni¢ation skills (being ableto iDterdCtwith pwile from adivuse rangeof backwunds and lIre$l, organisational Skills, IT skills, and an awarentss of ihe FKX¢rtial needs of vulnerable clients. Re¢bolS understand the importance of confidertiality and WOTk col]atmuv¢]y wtth ih¢ir colleagues. Tratning ftt this role is approximately 20 lthrs iKluding an onlin¢ &85essmert 8ndthe use of our ¢lient- record database kW as C&selMX) Assessors Assessors carry out the fjrst explordtion of a Glient's ctrcumstanrns and give the client information from our public website. This iniiial &5S45srneTht can done t2f& OV the phone and the Assess( will thtn rOrd the d&ai]s of the assessment in CaseFrfM)k Ass¢8s0rs rtt¢ive approxirn&ely 30 IrS of traioiDg in the skills needed to help clithts deal with th¢ir problems and find the right information ID our extensive inforn4tion database. TW are supported and superv15ed by Advi50r5 aryj Supwvis(n, aud ar¢ pr&sented with OprtUntiles fcr personal d¢v¢lopm¢nl. Such as risingto a mre scnior rol Advisors Our Advisors help provide effective and eificient advice suvice to members of the public. deliver faee-t&fae< ovff the phone or via email. Tiy se the 'AdvisEnd' section of the Natlonal Citizens Advice website to &45ist clients ar to help intluence governl and othw orgaThi5atitins by tnforniing them of th¢ effe¢t of polÈcies on the live5 of clients. As with Asstssors, Advisus recryd each $e5sion in Casebook so that there is an accurate aca>unt of the advice pn)vlol ID ea¢h ¢as Advisors re¢ve approxÈmately 30 h(x]rs of fUrtIr training (nmny Advisors begin as As5esg)rs). with a mixture of classr(K)m teachin& online learniti& and pwtic21 se5$iOTr8. Supervisors Supervisors are highly trained aj CxperieJ in all advic¢ mtyS. Try have usually pro8re55ed to this roie from that of Adviser after hawng complded specialist trdaning (an additional 20 hrS). Supervisors ually manage & rtb)rnirtg or aftemwn advi¢e stssion 8ThJ are the central w>int of contact for all Asses50rs. Advisers and Re¢tIOnIsts. are respons1 le for managing ¢li¢nt dropins, appointineThts, and dealing with th¢ work queue. They supp(rt Colleagues then ¢iarifi(ation is needed and authorise referral& ffy)d vouchtts, at¥J dher forn of payment to cliert% in nee41 Di£h*l Advite Colehes Thi8 is a new advi¢¢ s¢rvice volunteer role created to support pcopl¢ tkeeding advi¢eto self-hejp using the national ad¥Ke websit< Ivhere self-be is n¢X efftrtive they Lxn assist the client to acce$5 AthceLine or arrange an appointment with an advisff. Digital Adwc¢ CDa¢hes wcfk in ihe Community Advice Hubs b8seAJ in community vemies such ag th¢ F(rllm in Towce5ter. The airn is tt> be accessible in venues wh¢Te pe(yle are already attending and to provide acc8 to online i]JfornAtion to preveni issues or to start the client's advi¢e journey earlier rathff than wait for it to rexh a ¢ritiul stage befor¢ the cliellt accesses the swvice. This should reduce the longer tenn detrIMl to the ¢lieTrt whikst a]$0 ¢(a81n8 ClitS to be independent in addr¢ssing issu¥. Digital Athice Coaches are ableto volunteer for shortty p¢riods of time and requ5r¢ It55 train5ng whi¢h makes the off¢t mare attractive to volurtccrs looking for flexibility than other roles offff.
During 1(Kkdtswn the Digital Advice Co&hes were unabl¢ to (yEate &$ the Community Advice Hub5 were cl(6ed g) th¢y adapt8J by suppxting the Advice staff and other vohubte¢rs with callin8 clients to provide information tThl ascertaiti their advfftce nec4 and othtr athnin tasks. Other Volunteer Roks Our suviccs haye wwnover the ye•rs. and we bave a wide range of volunteffing roles othff than those within our Core Advice Svic& For ¢x8mpl4 we have voluntetts helping us with IM]r Gamble Aware and Community Connect projects. and a successful Volunt¢tt Driver Service which has 100 drivers. Here are some comments from those driv5 regarding the reaso their volunteuing.. "As a voluntetr, l Can ¢hw to th) as nBny or &s few joumeys a8 l knowin8 that cach one is appre¢iatoJ by the p&%sengcr." "I believe on¢ofth¢rnost imp(xt8ntthings YCMJ Can give is yourtim& It nothing but is worth evttything." 'As a w)luntw I gÈve my tim& ItnnOtb¢paId forryT¢tr. It is givenfreety. 0nditIOn]y. and with pleasure." "I f¢¢1 J am doing somethin8 w(YthwlJiie and neIe. FUTIJRE PLANS We bave six brorf strategic busin£55 g]$ in place the next thrtt Ye5. To meel the evolvin8 ofour dients 8nd comrni$5ioners. Our core cornp&en¢e is the provision of high quality. impattsl advice servi. We will proactiv¢ly en888e with and continuously tailor our advice seThice5 to the evolving needs of our clients. commissioners, andthe privatesthrowisatÉotss with whom we work We will identify and address the needs of our IOLXI eornmuniti&% thmgh an eff4%tiv¢ Ra4e4rch and Campaigns To ensure th¢ fla] stabilty of the Charity. Our aim for the current ycaT 10 31 March 2022 is to raise at £766.000 thmugh grant4 fi]ndrnisin& and donations for the ongoing provision of (r s£rvi¢es. We seek mttr from a publi¢-an&grart funding model to one in which at le4stonc-third of our fiJtMlin8 is duived frorn the private secior and the Communty. To m¢el the nee& of a]1 clients by llng eqUty of a¢ tothe service. Ow focus will remain on providing high44uaiity advi¢¢ s¢rvitts to individua]s and 8roup5 in the community. w¢ delivering community prOJts. ¢hall¢ngiDg discriminatio promoiing equality, al valuing divttsity. We will marka and raise the profde of tbe service to ensure that w¢ rra¢h all trtiL1#rty thtl are Th)t aware ofor do rtalise that they can use the service. To work ¢ollat#)ratively with Oth5. We will extend the reh of our Sqvices by forgi doser wcrfking partnwship5 WKth neighbouring Tnefflbers of the Citizens Advic¢ nw. We will extend ]r rnnge by partn¥ing with public and priydte 5ttl( Ixxli&% to med Ve] requ¢ments for advice services Iioth locally and further afield. To develop the puyle who delivtr the servic¢. We will cotltinue to rely a w[S voluntett WOTkf(rK with management and leadership Provided by a limit¢d nUMb0f full- and part-timccmployees. We will use volwtt¢¢rs for awider range of activities and provide approprntr training for these roi¢s. l2
crrizlTr ADWICE NOR171 OXFORD5TIRE AND soiny NORTHAMPTONSHIRE To us¢ our InfrtruCtUre and res(YJTces efftIVelY aThl effKi¢ntly. Wewill deploy our r¢source5. &aff.IT. #cmm0dal10 andtransp(Nt ÈThfrastructs]resto maximise service delivuy. and aim to achieve ye4r-on-year rethction5 in fixed casts. We are impletnthiiDg a series of plans to achieve these broAIL straE¢ goals. They in¢lude plans regarding our physical premises. di8ital IntcftctioN diversity, non-traditiona] voluntefring, fuT¥JiTtg diversification and Markd1 and increasin8 awareness of the Charity. For exampl¢, we have deeided not to renew the It4se on (r main Banbury premises which will produce a cost sawn& Instea¢ w¢ ar¢ exploring the p(k8sibility of using premtses that are cueNty empty. either in the publK or private sectOT. for fre¢ or for a mu¢lre¢¢d reDL Othtt ¢xampl¢s of plans we are implerneDtin8 to achieve our iti¢ludw. To conduct an anTJual siakehold¢r survey to 8ain Ydluable feedback • To d¢v¢l(v a relationship the Chnber of Commtt¢e io rais¢ ¢¢xtmte awaren&ss of our • To deliveT to IiThl UpS a)gage doTh)rs or fvnthaisas • To improve e of 11 media lo eogage young¥ Clierts Communlty Advlce Hubs Anoth¢r exciting example of the plans referred to above is CW initiative to establish Con]munity Advice Hub5. A Hub thables residents, with the hdp of an oTrhand volurteff (8 ComThunity Advice Coach), to use publi¢-ac¢ess ¢OTllPUttts to find solutions to their problems. The CLu¢h help the ¢lieN to find ¢n]5ted sourc&% of online infornwtK)n among the plthoraof misinf(rrnation on the Intern& This initiatkve has multipl¢ b¢nefiL5'. tt rnakes sd use of existing Ic¢al reswr¢es to help ple find a Wdy forward" it 15 a community-base¢ faC&tfICe thopin sffvi¢q an(L where situations are ttK)re comple& the Coach can refer the client seaml&551y to our specialist Advice SeThice for further &ssistance. Clients are wel¢ome to driD at a they can be refared to us by our parts Organis]0$ such as GP ]r]Cs, f(x)d bank% aThd Social Prescribing Link W¢Tr. r inilia] plan was to set up face-tfrfav Hub5 in vario% cornrnunity l(K&tions gJJ¢h as librles. food banks, a]NJ community certr&s. Th8. iti 2020 we intrcduced our first Hub in the Towcester Forum building and had to open two mtye in Bicester Library and in Brdckley. Covid-related rwtri¢tions calls¢d us to change that plan an iTrstta4 f(Kus on developing a digital version of the Hub. However, we rejnain committaltoour planof establishingface-tt>-fa¢e Hubs in ¢ommuniiy Venues across Chenv¢ll and south Northamptonshire and are currently PuU[ng that objectiv FINANCIAL REVIEW We re¢¢ived £1.059.488 (2020.. £640,190) for the ytar in graDts. ffijnds. aThl dOnatnS. Of this £806,434 (2020.. £353,394) was re1Ved for restriciedproje£ts. (h]rsurplus for the ycgrwa5 £199,400(2020: defiGIt £66.894) and our total fuD(L% hdd at year end wtte £614.585. Reseryes Policy We have 5& asid¢ a designated r&8uYe fund of £147J25 wbi¢h compiises a £75,OtKI (2020.. nil) r¢SVe for bjture pe10 liabilities, aNI a £72525 (2020: £57,715) reserve to cover costs payable in the event of staff redundancies. To enable the Clwity to remain stsble un the <Ir[CTrCe of an unftreseen everrt such a& for example. a delay in the Ttrxtpt of eXp¢ed fund4 we have ¢stsblished & lIcY that free reserves should be at la8t equal 10 4 morths of fitture budgeted expeA%es. Curmily free r¢wv¢g ar¢ £455,883 and th¢ comparnble expetk%&8 are £255.302. Free TVeS are ca]uJlated as ulre5trlct reserves plus d¢siNl reserve8 less unr&stricted fixed &. Pr¢sent ¢conomi¢ ¢onditions may require the deployment of some of our re5erYcs. Therefor4 during the y¢ar, we changed our free Teswv45 poliey from 6 10 4 Ttk)nths of fire budgded expense 13
CtTJZEMS ADVICK NORTh OXFORtkSHIREANDsoimi NOR771AMPTONSHIRE Webeliev¢thatthe Charity is ¢una)tly fvnded equatYty a¢hiev¢ its Objtt¥5. although werecognis¢ that the economic siturOn is likely to put pr&%sure on fitnding frorn IIN21 #uthctittes. We ex( therefe, to have to use resuve funds to mert any fuwre slKxtfa]l. The FiDancial Impact of Measu& Against CoroDvirDs In (¥Jr rq)ort for the y¢ar ended 31 Mar 2020, w¢ irKludd a discussion how th¢ virus r&srM)nse was affectingour financial situation durin8the montlLq belween thcyear and th¢time of WTiting the rep)rL We QLpre5sed yti¢uior concern about the cffed on (w Voh]ntecr Drtvcr Sttvi¢¢ giv¢n that it is. by n¢¢e5sity, a facc-towfrdce activity, and wtre forttasting an ab[t 50% drq) sn income compared to our budget. However. we are plta5ed to repM that our staff aTKJ volunieus mel th¢ ¢hallenge by introducing personal proteL#ive c4uÉpm¢nt and di5thing ttLe4sures that enabled the r&surnptiort of th¢ Service in August 2020. Contrary to ow negative Midll predidh)n, the service excelle4 and by th¢ end of th year we had g¢nerated aImC Ni¢e the budget we had 5tt the beginning of the yw. Further, w¢ were successful in apptyit)g for grants to hdp mitigtethe efferts of the corOn&virS respx)ns For example, we enwdged in a TW adivity c4lled the Entrgy Rethess S¢h¢m¢ in which we give advice and support on energy use to ¢lieTlts. This project brought funding of £23.938 ard cortributed £4,000 to our overhead ¢itsts for th¢ year. We also particiw•J in the CheThell Distrid C4)un¢il's ¢ovid-related Winter SupportFunds which brwght funding of £175.( and contributed £23,(N)O b) our tnternal costs. We had some w¢lwme ca%t.savin8s bcouse of our wrt.at.homc policy. For exanwl< our travel and parking exp¢n5ts wtye down by almost£30.(rt)O. Mond8ry Cost savinss are attractiv< butthey sometime5 bring wilh them a consequent nofiTn¢1&j COSL In the case of travel and ptirking expenses. lh¢ money was saved baUse wedidnot visitcliffits in their own bomes or in MMUnity spaces an4 sought to repla¢e such Yisits by digital or tcltplK)De mn$. However, metIMeS 8 borne Visit¢ann be repiaceAI by digits] means and we IrM)k to resume the at-IKJme service as %M)n as rK>5sibl MAJOR RISKS To manage and mitigate fisK the trustees Iwe developed a Risk M8nagemEnt Strategy whtch is reviewed and approved annualty. The Strategy an annual risk assessment and lh¢ maintenanee of a Risk Regimer. which is revÈewed at each IM>2rd merti The major kS id¢trtifie4 andthe steps bein8 taken to manage theserisks ar¢ listed below. Devolutiou In April 2021, Nthlwptornshire County CtyJJKil and the distriL at¥J 1j(Kgb wun¢ils of NorthaTnptonshire w¢ aFKTrlished aDd replac wtth 2 unitary autlM)riti£s, West Northarnptonsh¢ Council andNortbNorthaMpt0hJr¢COuI1. WestNorthatnpionshireCoutKil includes theforrner South Northampionshire Council from whorn we received significant fundin8 for our C(Ye Strwces. West Ntythamptonshtre COU11 has COTrtinued the fvnding that w&s previously provided by South Northamptonshire CnCiL Ik)wev¢r, the firture of this fitrbjing is uncertain. Further, there are severn] options on the table for lo1 autlK>rity refonn in Oxfordshir& This brings wJc&tsinty to ihe Charity. To mitigat¢ the risL webave establishuj fim links into ndwork% to ensure werw£iv¢ timely information, and Gan CoTIbUte to consultatioDS, and we have direLX lines of o)mmunication with C<IrtY aThJ district councillors and oific¢rs. We are gagIng in scawio planning 5tssions with c4h¢r CitiZ¢n5 Advice organisations &ffeGted by th¢ uncertairty. We arealso working with aNa7 CTtizens AdviceChan8eCoThsultantloprewe the fourloul Citizens Advice in NOrtlMmptonshÉ io collaborate in respor6e to the unitary autknrity. We are a]so a mcmbtrof theNat¥)nai citize Advice Partnership andDevolution Wrting Group whose purp(kse is to 8athcr attd share leaming from arus where devolution has o¢¢urra and prepare support processes for local Citiztn5 Advice who may be affe¢t¢d by devolutK)n in the future. 14
cmzENsADVICE P40RIII OxTrDRDTrEAP4DSOiH NORTHAmPTOHlR Core Contrx¢ts with Local Athrftiu •re up hr Rttomthissx) Th¢ ¢ore contract with Cherwell DistrKt CourKil Th7s recommissiond tn N0v¢Mb 2020.. however. the amouttt of fundin8 Wds Cut by 15% aNI will have to be TmMiSsiOned again in October 2022. T ren1 pattrership bdweth CDC and Oxf(rdshire C(XLnty Council may hav¢ an irnpact on the sttvice commissioned es will the pr455ure on I(] budg&s. The grant from the fornKr South Northants District crlI ha5 one year by the ncw UDitsry West Northants Council. Howev¢r. the rontinuatM)n of this 8raTrt in thc fure is utt¢lear. We have sufficient Sen1 rnanagetnent capacty to have regu]ar engagement meetings wtth th¢ eommissioner5. rp)nd to qu¢#ions to engage in high4Na]ity contract monitoring and CompetItn There is increased Competition for fundÉng from ¢xhu charitie5 aTKI the prtvate sectrr. To mitigate this risk, pathenhips with other or8anisations are in place as is a strategic business p]an which focu5es on partnttship workin& andw¢¢mploy both stskd)old¢rMatrnenl and eompetEranatySts to widustand the position. Local Authority SDding Cuts W¢ are expanding our service delivcry m(thl into new are&% eLsuring a good r¢katiowhip with AtIll)IS and offi¢tts, and seekin8 new work strthms. Alongside our corc scrvicfs w¢ have develop¢d new 5ervic£s that attr1 health fi]nding such &s (wjr social pres¢ribing activitie5 and volu]rtetr driv¢r project for the ambulance W¢ ar¢ looking to expand this into prtsons and poliee sffvicts in the future. THE SERVICE IMPAcf OF MEASURFS AGAINST CORONAVtRUS ThrOugh(t the year to 31 March 2021, our advKe Servi Trnin incredibly btssy over digita] and tslephone channels with staff and volunteers working diligently frotn IK)me. However. at the lime of writing thi5 report m(k%t vernMe resiri¢tions have been rtmvoj and we hav¢ begun to incre4se staff and volunteer numbers working in the BaDbury aThJ Bicester physiui venues. Tbis 15 primarily to pn)vid¢ face-to-facc service for¢lients WI canThX be helped thrgh (thtr ¢hanne]s. Below, we explain how the Yesponse to ¢x)ronaviriis ttffected the contwrt and d¢liw of our vices and outline of the steys we hav¢tsken in re5rrt>ns& For most of the year our ratrface servic&8 at b(rtb BaDbury and BicestrE wcre c105uL Howev¢r, as described in TeChtN)EY Initiativw. alM)v4 we quid(ly aThJ su¢¢¢ssfully transferred to a l¥)mtrbase di8Ltal-anIclWhQnC advi¢e swvi¢¢ ¢ovuin8 m05t Clics, needs this way. Although our Link WoTkcrs were unable to engage pawle dtly. ujr Social PThIng service continued to provide em10al sw)port and waching ovtr the pbone to peq)le who were isolat4 lonely. As mentioned earlitt. aller it vras bmuglrt to a sudden balL we resumed our Volunteu Drtv¢r Service in August 2020 SIng PPE and disIalng measw¢& aTrl the service perfornjed vuy well for the rest of th¢ year. During th¢ lo¢kdowns we partty redeployed VDS resources to delivex frM)d parce15. a service th8t Én 8reAi demand particularty thring the fitst kKkthbwn. We had to Close our Community Advi¢¢ Hub in To$t. Howevtt. we re•established it &8 a Digital Hub using online and teleplK)ny. The fxtrttrface Hub re[tiai closaL but we iffld to ra)pu it XJOD [Ssible. Our Volutlteer Connttt 5erYicc fEIi¢5 OTt the willingness of kxal people to becomc volurrteers for th¢ various volunt¢er organi%&ti( in our area. Our ability to op¢rat¢ this Service has been impaired due to 15
CTTIZgPts ADVICE P40RIHOXW)RlXYIE AND SOUTH P40RIIIAMPmPSHIRE the ditTKulty in engagiD8 people to brxome volunteers con8equ¢ndy, we Iking forother Moys to us¢ thi5 resource rne4n1nllY. During th¢ lockdgwn we have b¢wm¢ part of the Ellttgy Sth¢me which exists kn distrite paymet)ts from energy eompanies who may hav¢ breathed rul&%. It is regulat by Ofgem aDd administered by the Enw Saving TL UDdtr this s¢h¢me we rtteive money from the Trust and use it lo provide enttgy 8dvi¢¢ and some As&5. findla1 Supr in the forni of encr&v Y]¢}. The varK)us coronaviru5 Tneasures affexted not only the way in which w¢ deliver advice but alsts the way in which we train ow volunteers. For exampl4 we ¢hanged our AssOr tsaining-¢ourse from face40- faee learning to remote learnin& In May 2020 we wel¢ome45 7 n¢w traintt5 who are adva]llg ussng the new system. Please refer to the seLtiott on Volunteu& abov4 f an explanation of the diff¥¢nt type5 of volunteers. RESEARCH AND CAMPAIGNS Wh#t is it #nd why we do it ReseaF¢h and Campaigns (R&C) 15 onc of the twin allns of w serviK It airn5 to improve the policies and prdctiGts that afftct p¢q)les ILV&S. A5 a s¢rvi¢e we have a huge arn{1 of I1ght and dats atout tk problems (M ¢lients and their wi communities fac¢. Through R&C we use thts insight to.. he]p r&ettrch issues fiw develiy (Mlr prdctice to be able to help our clients in a dwjgingworld influence deciston maktrs io ¢hang¢ policies and practice5 ¢amwdign to 8d decision makus change p)licies and ptical. The coronAviws paTMlemi¢ h& me4nÉ that we have had to l(KJk at new ways of engagÉng withour ¢lieDts. To ensure that our clierts are being support¢d fairty, our Re5eardL and Campaign team hav¢ been monitoring the effects of the pand¢mic OD our service and its abiltty to help ¢llt$. Recent One recent succe55fjJl campaw was the Winter Covid Sufv Furtd initiative in which we distributed around £200,(th in variws payments for ¢1, and white80. Thi5 was particularly welcomed by some of 0r more vulnerdble ¢liarts. and we receiva ihanks from Y(ng families who were grdteful have a helping hand J$t wllen they ncoled it We were also able to help oldtr pecyle who, du¢ ttF the funiL did nirt have to wony abo finding th¢ fll¢l payments to kew warnj in the winttt. a1 people who had lost their jobs atml we¥e awaitingbeneftt payments. One such we a Y(ng tnan with his wife and infant child WI was working for a small f]rrn and being sponsor¢d by them to study at univcTSity. The firmstruggled and had to makehim rtsJundanL which automatKAllyterrninedhis university swisorship. His wife was also made reduDdaM following hu maternty leave after htr employer ceased to operate. She had lost her job, he his job aThJ his urtivmity plac& Th¢y Wrnlld have Strlled ts keep their heads above wattt if Citizens Advice had been able to step in aDJ provid¢ much needed suptth in the form of the WiDttr Covid Grant atsj fid vouch4¥s. Other re¢ent ¢ampaign$ have involved.. makiEJg people awate of buy ntNpoy lther Schemes which are driving pwple into rnore debt rnonitorsn8 how cli¢TtrS ¢an b¢ manag¢ their 5UPPty in light of price rises whi¢h, agai14 could put p1¢ further into poverty lobbying the government against the renx)val of th¢ weekly £20 Univetsal Cr&aii boost representstion on BBC Radio Oxford re8arding a[S awareness bringing to light the effects of the fik>Ugh schem& It has utkICthtlly help¢d many peopl4 but it has also beert a negative ¢xpuience for sorne. Effects of the PaDdeJnie In the last year, we have the effttts t)ationally aTrJ bllY on issues sh as employmenL debt, and benefits all of which h&ve been &xa¢erbata by wJli¢ie5 tskcn to address the coronavirus 16
crrizENS ADVtCT NORTh OXFORTAgIIRE AND SOtrrH f40RThAMPTONSHtR pand¢rnic. The R&C team undertwk r¢%uth ty loc& at IKSW this affttled tbe problems faced by (w ¢li¢ntS. Number of Top lswes January- March 2019, 20 & 21 8enetsSlLir Top 189Jes Change JaryJary- Marth 2019r21 & 2020r21 Besides the top issues shown the pandernic has at) effe<* on ¢li¢nts' mental health. Anecdotsl evidenc¢ regarding the mental-wellbeing effts of the tthmic is wtdesprtad and has di8¢ussryI on many media Plarf(Tns. howevff. cwr R&C team wanted to Ik particularly ai how ii affected the vulnerable clienis wljo came to U5 for help. Thtse clients have all be¢n affectal by the pandemic with wide ranging problems tIHt iDclud< benefit issues, hJ$ing problellLS. ernploymetht issues w)d most worryingly. incrtased debt. We wanted hard data IK>w the pandemic impacted on the ar of d¢)r¢ssiofy stress and anxtety. The re5uh5 5W that e in every seven people who sought hdp from Citizens Advice in the first four morths of thi4 year had expressd som¢ degree of mental ill-health. Cli¢nts often displayed mt than one of the 5yrnptOn Ixiw¢vw. thtse resuhs sX)int ovtnvhelmingly to the pandemic afft¢ting our ¢li¢nt$ ne8atively. • Str¢&8 72°h of the rpOndents wtre strsed on a thily basis. Only 30% of thc respondents had ext>erienced similar stress before the paudemio 95V/o of Tndel#S feeling rnuch more stressed sin¢e th¢ pandemic startell Anxiety Sitnilsrty. 72% of our rwndents were anxious on a daily basis, 6¢f/o of resrx>ndents reported anxiety pre-pandemic. however, 94V• W(SenIng anxiay symptoms since the paThdemic started Dq)relon 17
7(P/o of responderts re)rtaJ dwrUsio and while 50% had long standin8 depr&sSiO 95% reportd that their depr$10 had worsen1 significartly siKe the pandanic stsrted. The questions we asked fwuscd on a rwmb¢r of aras of dtily life aThl th¢ ¢ffect on our clients. SÈgnificantly. 850A of the ruwndents rel a drttt1oran in famity lif& And 9396 repxtd f¢¢ling le55 happy than pr¢ patxlemic. Tk results Teveal not oThly the IMp(xtse0f athlressing the i55ues of debL nefits etr. but the ovtywhelming need to address th¢ yndertyin8 i5SU& that thffl our ¢li¢nts' mental health. This. we areworking with ¢xw Community Connt team io ett828e with sueh clients Y4nd build a ¢ontinuing supwTrrt ndwork that a&J$¢$ the problents highlighted by this pandernic. COLLABORATOILS We collaborate wilh a wide range of (wDasatioTL5. gr(p4 and forull includin National Citizo)s Advic4 the umbrella kndy for th¢ netwcrk of local CitiZell5 Advi¢ Citizens Advice OxfoThtshire (CAOX). a collaboration of Oxfordshire h)¢al citize Advice charitics. CA N(KthamptotLShire. aeollalN)rat1 of th¢NOrttMMh1rt local Citizffls Advi¢¢ ¢haritiL% Comm50rtia. a (vnsortium of 43 wluntsry. LX)rnmunity. and ¢nterpris45 Wtning togeth to deliver wvico and eothraas fi the pg)pl¢ of Northamptoitshire. Oxfordshire volUntr Centres, wking in ¢olJaFK>ratioD with Oxfordshire Conm)unity and Voluntary Action IOCVA) and Witney volunte Link Up OxfordshÈre strer Communities Alliatte (OSCA), wh¢ purF¥)se 1$ h¢lp build and maintain strong communiti¢s aThJ a thrivÈng voluntary. comrnunity. aThJ faith StOr to improve the quality of life for I(1 pwle. Brightff Futures irt Banbury, asteering grp COTL%isting ofrepreserlatiV¢5 fromcherwell Distrid Council and k)caJ seryice provid¢rs who work to a¢Sfress the issues of deprivatK>n in Banbury. Cherwell L(Kal Strategic ParthIp Board which bring5 togethff local publi¢, private and voluntary or8anisat10t to deliv the objrftiv¢s detsited in the Chtrwell Sustainable Comjwnity Strategy:'Our distr¢¢i our file. South Fast sla1 Prtscribing Regi1 Ndwixk which brti togethtt hth professionals, resear¢her& a¢ad¢mi¢x, 5(Kial prescribing prath1tn representstives frorn the community and voluniary sectOT& commis5ioner5 #nd funder& paiients. and citizens. The objective is to share knowledge aNI besi practic< to SUPFKYt wial preseribing at bcth Ic¢al and ¢101 leve15, and to inforn) go)d qualÈty re5eArch #EMI eValU10n. Oxfordshire Sttial Pre5crhbiDg Ld5 Foru[ a 8roup that brings tO8dhcr Social prtscribin8 delivery or8anisation5 to colwirdte and share g4 practK& Adult S(Kial CareTTansfomati(m Gywp, a wY)rking group of Oxford Courty COU11 stsff aTKI 3 Voluntary, Cornmunity and Socia] Enterprise {VCSE) Organi110&. This wp seeks to better undustsThl our eommuniti£s. def]ne bow we ¢an supp)rt them to be tDore rcsilient and to liv¢ independenily, and id¢ntify pri(xiti£s f( change in related servitts. Oxon VCSE Allia - an allian¢¢ of VCSE or8anisatK)ns whose aim is to h¢lp to build pragmic but ambitious strate8K VisioD for the VCS bally aThl how it can eontribute to streLgth¢Thin8 our communitic5. STRUCTiIRE, GOVERNANCE AND MANAGEMEiYr Governing Document Citizens Advice North Oxfordshire and Swth NortharnptotLshire is a rcgistcred charity and a company limited by 8uarantee. incorporated ¢Jn 15 S¢pten*ty 1999 aDJ re8iSterd as a dwity on 7 Marth 2000. The ¢ompany was 4stsblkshed under a MenK)randuTn of Asgxiation which estsblished tts objects omd p)wers. and it is goyemed by its Articles of A&sociation. the event of the company betn8 wound up, the maximum liability of each membu ts limit to QDe ull(L 18
crrizrNSADVICE NORTh OXFORDSItRE AfiDSOinll NORlItAMPTONSHIKE RecruitineDt and Appointnttl of Tntstees The trusteL% of the Charity are atso directors of the cottLP#lly fv the pUT6e of cL)mpany law. The maximum number of trustees is 15 and th¢ minimurn is 3. Trust are either eledal at the AGM {to maxiEnum of 10) or may be c¢xyted by the iKrd (to a I]MUM of Ottthird of th¢ to numb¢x of IDdu¢tlon of Trustses Newly appointed tsustee5 8re rmvided with tt compr¢hfftsiv¢ induction to the Charity through the provision of induction and 8pwopriate traÉtti OrgDlsa¢1on Strwtur¢ The Charity is 8ovcrncd by its Truske Bcth, whi¢h is resrA)Thsible for sdting the strategic diredion of the organitIOn and tts liCI&s. The trustees the ultimat¢ reS51blIty for the conthLCt of the Charity and for eAsuring that tt 5atisfie5 its legal and contraclual obligation5. Trustes med at a minimum quarterly atml d¢l¢g8te the day-tfr&y (yeration of the org8nisatiort to th¢ Chief Executive olf. A register of manbets. inter¢sts 15 maintsin¢d regi51tted office aAd is available the public. MAn8emeDt Remullerxtlon R¢muneration is reviewed aMllY by the Hurnan Resour and Equdity sU0MmIttee and propwls are putto the board for approydl. The HR&E Subcomrnittec establish1 aiob evatuation )licY alwj related pr(dUr¢S to place stsff posts within a local pay str< Roles are ¢v8luated against 8 faorS tt> establish the appropriate pay scale, wÈth supervisory and tllanagerial roles allooted by points to 5 - 8. Pay comparisons are rnade on 8n ad hoc b&sis to monÈtor that local pay ¢S remaiD apwyriat¢ when WDpareA wkth the publi¢ se¢tor aNI th¢ loul employment market. The rc of pey for the Chief Ex1Ve Offiett is detumined by th¢ bc•rd following Y LX)n¥arisons from National Citizens Advic¢. Ntional City Advice The Charity 1$ a member of Citizens Advi¢e, the operating Dame of the Nat31 Association of Citizens Advic¢ Bureaux. which provides a framework for standards of advice aThJ casework management a5 w¢ll as nKniioring prwess against these standarth. Optyating tKJlicies are independently d&ermined by the trustecs to fulfil the Charity's obj&ts and a)mply with nfrtional membership Tequirements. IVeStmet Polity As required in its Articles of ASK1ty)n paragraph 3.19. to protTh)te its cèj¢cts but any (ther purpos4 the Charity has th¢ pow to invtsl or dePlt fund4 in any law1 manner whi]st having regard to the suttabilty of inve5tmtnts atKltbe need for divtrsific*ion. Statement of Internal Control The trustees Oys the infornwtion rity of presSed pSOnal infornmtion of ¢li¢nts. 5t8ff. fjJT¥Jers, atyj strategic partners. They IK)Id joint rtspTrnsibility for client data that is held in our case-management system, with the National Citi2£ns Advice Servi¢e. An infornMtiOnvassllrarKe management team exists to ¢[Ure that the confidentiality, integrity, ard avai]abi]ity of pcrsonai and 5ensttivc data is m&intained to a l¢v¢l Mpliant with th¢requir¢ments of theGeDuai Data Protection Regulation and Data Pmtection A 2018. Trustee5' Ruponsibilities ID relation to tbe fiDanci81 Statetnents The trustees (who are a]50 the D]rlOrS f( the purp)se of MPY l&w) are reSP)1b1¢ for preparing the annual rert and financial statements in aCC4)rde with applicable law and the United Kingdom's generally accqjted accounting practices. Company jaw requtr¢s the trustets io prepart finotKtal statements that give a trlte and fair view of the slate of affait3 of the Clty at end of the financial year and of its surplus defictt for the fmancial year. In doing so the tru¢¢5 ar¢ requir¢d to sel&t suitsble aceourting policies and apply them 19
cmzENS ADVICK P4OXIH OXFORD&IIRE ANDsYiifTh NORThAMPIDNSHtRE consistently. to make stMLnd judgemts and ¢s¢imates that 8re reasonabl¢ and prudenL and to stste whether applicable a¢countiDg stanthnls and SORPS lthye be followe4 subjeLt that any material departures are disclosed and explain in tht fina181 Statements. Tly are a]so r4uira4 to wepare the financial statements on a going concern basis unless it is inappn)priate to presume that th¢ Charity will continue in busintss. Th¢ trustCe5 believ¢ that the report and fillala1 ststanents have be prepared in line with these responsibilitles. Th¢ truste&s confim thai tlry have c(wlied wilh the duty in stion 17(5) of the Charities A( 2011 to hav¢ the regard to the guidan¢¢ on public b¢frt as published by the Cbarity Commission. The financial ststemeTts comply with the Chariiies Act 2011, the Companies A¢t 2006 and Accourting and Reporting by Cbarities.. Ststement of Rccommended PractKe applicable io ¢lwiti¢5 preparing their a¢¢ounts in a¢eordance with th¢ FinarKial R£ting Stsndard applicable in the UK and Republic of Ereland (FRS 102} leffe£tiv¢ l JaThry 2019). Disclosure Of ltsformrttion to audltsrs In so far as the Trustees are aware. there is relevant audit inform¢i(xx of which our auditors are unawre of and that the Tnte¢S have all the nece55ary steps to havetsken as 8 Board of Trustefs to be aware of any Rl¢vant audit informthn and to establi5hihat the auditOTS are aware of th&t infrffrnatK)n. 20
1079719 3842133 26 cnhal Marknt PIX4 BaDbJy. Ow OX16 5NG Barc]ay8 32 Br4¢ SL Baury OX16 8PS Crit¢biC AuditIIP. 23.38 HfvBrid8e Strrt Oxfrf OXI 2EP Solicit(ts: OX16 9AB Trn#e¢s: Awoitital 711018 AFpJirtcd i&ir2020 AppoiDtal 311r2018 st4>1nG1el Abi KDipe AppiDtal 12112r2018 R¢signed09110f2020 A&yointul 6112r2019 Rasi24f202o 21
crrizENS ADVICK NORITI OXFORTAqtIRE AI¥D SOifTH T40RTHAmPT0IR INDEPENDEKfAUDm)R'SREPORT TO IHEMEMBERSOF CTTtZENS ADVtCT NORIII OXFORtSHtRE AF4DSOUTH NORIIIAhlPTONSHIRE Opinion We have alited the fmanthal #atemtnts ofCitiz$ &fvi(t North 0x]re arKI &MJth N(rfiamptonshtre (kne charitoble <ipaThY,) for the pr en¢kd 31 MaT¢h 2021 whith ca)mFTi Ststemeth of finla[ aLtiviue& balar¢ sheeL Statonmt of flowsand llfAes to the fman¢iai Strtellt8 incIj]ng siwJifi(aJt The financial frlleW)rk h&% atp11 in theirlwi is4ylie4bie law and United Kingdom Acc¢)uniing Stand8 ujellldirg FRS 102 lThe FlnthYialReprlwgStarnltwdawlKabk m the UKarnlRewbl ofJreknthllUnit¢d Kin8d(xn CthuallyAccctttd Acc(wnting Pri¢%l In ow Opini( the finmciai #al•lWtr. give o tn fa view of the Aatr of the th8ritstAe ccmpw's aff8in 18 at 31 Mardj 2021 aThl of its rePAr(c$ 8od ar0(2tion of r¢s<KLrcts for tr )r4T then ended" • habeen tT(wlywepued in&oxdaK¢with UnitedKingkni fme£auyAAomknJtltigPrXt1 B•$ for OPiDiQD We condwt¢d our audit in aÉx(rdw InttrnatiLwi Ststhtrdson knlititLglUKI OsAS{tlI al app]itabie law. 0respOnSIbl11t1CS thrtt 5th(knrd$e dtscrit¢d in theAllditor s ponsibl/ltiesrlhÉ ofiheftmaprial statemerf$ till) of owrermrt We We TThJyndent olthe d)¥tubleo)mrAny in accLYdants wlth the requirements that are telemt toixjr audit of the financial stknnts irt the UL inetudingthe FRC'S EthiLxi Standart and have fulfilled ourothtyethioirestXm571 )iliti¢s in &co)rthLr with th¢s¢ r4uiremeDi& We b¢li¢v¢ the alittY1d¢1 havcottilljal isthleniandar0Ttyl¢ 0vide a 14siskn o opintm. Conclu5iOL5 rtltitig to going con<ern In auditing the financiaj attrne wr ¢£mdutslthatthe tru#ees' w of the going (l)nrn b2si$ of £outsiing in the pr¢paion of the financial ststemmts isaEgny. Based on the wc4 ha wr Imve identified any Tnatwial y[erttIl1es rddting lo ev&Lts or ¢OndItis[ individLy colleltively. maytsst En1td(YJ1fflthe thariiit5abÉlityto¢ffitllJ as a 80ing ¢otLc¢m for a of at kast 12 mfAJths from the financi &ale[rS aut1 fi)r is5. oUrre5prnbI1itie5 aThJth¢re4M5IbllIc$ofth¢trUIEeSthrcw%g(lQ8)nLWnWttkl intherdevant sectionsof thisT¢W Other iDformxtklD The other infor[[1 eompri5es the infonnalin Incl ID the aMua] repLYL inclwjing th ttwees. rw¢ (rth than the financL81 #at¢mcDtsand ajitly'S rewrt therelm. The tru¢5 we r¢sp)ttsible r(x th¢ oth inforT[lOn ¢(K)#ined withitl the annual reixYL Ow Opini the 6n)ciai #&emei#5 drtsnot LX)verthe oth inf0mtion a1. exLy4 to the exttjjt hTh5t eWiutJy yated in ourrepL r ¢b n¢X exr¢S5 atly fom) of (Ajr resy(K5ibility i8 to read the oth infim&iM in doing cmsides wthcllKr the oth<r in[ati is in¢Sisnt with th¢ financial statemcnts or (w knowiedgc Obtsid tn the course of the a1]L or oth¢rwise aptars to i% If we ithntify rnar1 in(x)nsistencics or [[er81 mi55tstantht& Vdt arc rquired kn IkLern)ine w4JetlKr this giw ri to a tlai rnisyaiet))ts)t in the finan(3a] aiementsthemselv¢& 1£ the wwk have reru& that thete is amthiai EnIts¢er of this rth¢r infwtni(AJ. wr are rwrcd to r¢px(thatfaLt W¢ rthIngtO rep in thisregar 22
Opinlms on (Aher tter5 prucribed by the C(•pxies Aet 21 Jn owopini(4L t%dffj the urthrtth in the oyjrse rllhe aLbJit ofcomtAny law, for the finarriai Irar for the fllthcial ar¢d is o)nsi5tfflt with the financiaj statem aThl th¢ directm, rep)rL incluthd the trustets. rwi h&8 tttn in a(tyxdKe with 8ppIic4bk legal requiremcnt Matters on rt4¥lre41 ts repwt by tttept In the light of the knowbjge and ofthe canpTLy Jd its wiTt Obta1¢d in thecourse orth¢ have identifd material rnis4atrmcnts the dtreas. inclu(kd within thc twsirts, reprL We have thl810 rcp)rt in rcsrKd of the 6)IlowiDg r¢Il b) theC(Thp1cs Aa 2(KJ6 reqllYe us io rewrl loyou if, w ¢x]r (pinim.. awate aLKltillg rd$ha¥ell kw teDJrns kn Iwatslit noibecn rttttved from EX8th¢snot visited ty u5. (Y the financial st8iemetLts are not in agrtttJ)¢ ith ts a¢cumtin8rccords atKI rctm ( ccrtain disc105UT¢S of tru<ets' lrmLffteYati srrtcified bylaw aT¢ havt nirt T¢}d ail the eXplanatiS Me rquire our a1¢ the trusts Mrrc not <titled to prrpac the financial Aatctwjts in aLxyxdw)It with the &n8]I c(Anp8nits Responsibilitiu of As ¢xpl¥iDedMe fuity in the tr9. resIA)bill(leS #ateMe xt 20. the tnLQttS {knoare a150 the directors of the d)ltb]e compuny f the of comtAny law) aTe rwsibk for the lYepwrat of the ringnckBI eM¢tsnd ts irin8 ti$fij that thcywv¢ atn and fair vi¢w. a1 fi>T 5uth intemal u>ntrol as the InLes detrrnLir is ntce&w to enle th¢yy8tim of finan14 xatanC that are fre¢ frim) m&¥iai missÈiIunE to fra1 or err. Itl prcrAring the fmancial thetruae¢S are re¥thsble for SSingthe wmw)y'5 abilityto ¢{1711¢aS a going disd[1& as aFpli(¥bl< Trthtttrs relakd kn going L¥XLL%rn ajd u5itkg the gois]g <ontthJ iwis of a¢c(Kmti118 unless the trLL4ees either intrnd to liquidatr (xynpany iy trp te&%c (yxatiott& or hav¢ no realistic aitemative tr%Jt to do w. Ayditor's re4)wsibilities for tht Axdit of the fiN#u¢thls¢trwn¢¢ Ourobjectiv¢s areto thin reagmabk asmic£ atwi wtththe financial Slatcts 8s awhole we from material misatemen( whether dt0 crr(Y, and to ityjekn athlitor's re[ that incluth5 IYJT opiniofL Rea50nabl¢ is ahigh le%tl of aSSm 15 nrt a gua[tr¢that #udtt ¢Onth£d inaecttdance with ISAS (UK) will always deted a mtttial MisattInent wlKn it Mlssiatellw xise from fra1 tt e£ru and ue a)Tr5i(kYgJ maaiai 1£ 1rwjividuIy OT lrt the a8gre8ato they L¥)uld rcaswably trK c<tttted to influence the ecTrJ(A))i¢ itrisions of tsken the trA%is of th¢ finan¢iai SWe[nl& Irregulariw ind118 frall are in&antts of t¢{11 with la and regt1]l¢S. We design pr<Kthires in line with Jr r¢s)nsibilIticS outlined ab)vE JJJatrria] misqatrments in rcsTttt of iTr¢gulKitie& incluthng fraud The exknttowhich our ryixysjures are Lwmbie of thwing ¥ffewJariD¢s nclu(bn8 fra{ 15 dethi1 FÈlow.' Our 4yIMch to i(kntifyng as%ssng the Tisks of material mis#atement in rqjert of irregulaTitie& induding fraud and non•¢omplian¢¢ with la regUlati& w&s follow5: pabilitle5 aThJ ski115to i¢kntify or rwIsert(X)-c¥Hnplian with awlicable law5 andr¢gulati& itifd the wS andrcgulation5aEpli¢abie th¢ thaTity dionS with tr8[ and frLVTh knowlcdgc and cxperi¢n(* 23
C[zENSADv1C& NOR17t OXFORDSHIREANDSOlllU NORTHAhlPTONSHIRE on S¢fiC lawsaDd which tnay ha adirectmat¢Ttai effett thc Onan¢iai $t)ts0T th¢ opxatiujs of the dwtty. i0¢Iltngthe Cixnpanias A¢t 21M)6, (Iwities A 2011. dara rrotatiurK ¥ntiknlry, l0¢t dhealth and 5afrty iegisl3tityJ," ass¢sd the extent of compliw with the law5 and rrgul81ims ithnti.ficd through making ¢nquiries 0fMagtL i(kntified 5&w$ 3Dd regulati( wn]nurti(ated wthin thc authtt¢¥Mregu]Iy dthe team T¢mallJed akrt to in5 of [Lonp1]lce thr81t tr£ a1¢ We &%5esxd the ¢pl1mI ofth¢ fv18Dti8] ststCmaLtsto njatrriai misAatemaJ( ind118 Ottsining an underswjdingof h)w fraud (tcur. ty.. malung cnquiries of maJag¢TfLCntas theywL¢thI tlve w&$ WiE41ity to frowi their knowledge of suEpeaed ar¥Jalkga frdud. ¢l51dermgtht internal LThtro]s in pl¢ Mill risof with laws a1 aThJ To addre&8 the ri5kof frawl thrghmaa%rmet blasd0¥T1de0f umtrol4 r. trforniedana1II wcthlures identifyJy or &t¢t¢d reJat•)rthi ttst¢d journal entries to idajtify WluS trsatl' indic&tiv¢ of w)tential bi investi8atedtk rnt1(le t¢hrLd Sitty trtiO[ ald IThre5FQllSt theriskrfirregJlwiticsandTKtrcryllpJianccwith lawsalldryllaik)r (ks1ts¥eS %thith iti¢lude FAll were limitedttr. aing fanCial attmentdi5d(wrts th w)derl)ing surpxtiug Ll)auwtsti reading the minutes of mteiings of thrfje chargd wtth govcrnantt" cnquiring of tnanagetht &stoxthJ •MI litigatiffi and doiD are fTom financial tr8ctionS the less lthly it 15 w0d Ixcomc aware of tLLm-conJpliart¢e. Auditing stdardS a19) limit th¢ audit 1xdUr¢S fquird to ilkntify Don-ajmplrdT with laws and regulations to tnquiry of the trELstres and othw Tt&na8enRnt and th¢ inspu#ioD of regUlataTh] kgal Cdence. if y. MatffI Tniss¢atanents that arise th to t£ Frth[ to ar1 clror ks they may irtvolve delirate trtaIlI lytol11lo A fiwthu Lknyioioll of TI)nb]lIties 1$ avai]aFAc on thc Fin*)¢ial R¢wMllll8 C(¥JncJ's NrE6ite at.. This de]1 S)rn)s part of ouraudiknr'$reprL Use ofour rtport This t¢pTrrt ism¥Je klY to the chatitsbke(fflw'5 mcmErr> asa1. in wth 3 ofP8rt 16 of the Cotnrmnies AGI 20C6. Our 2uditWOTk ha5 iY¢n u[nn so thatwe tnightstate to the chèritsbk the fullest exttntwmitted by law. we do rnta¢¢¢pi or &8SUDR re5rrf)Tr5ibility to anyone 0r than the charitable cOmpanya] the charitabk ¢onyy's mtmFasa5 a trfjdy. knour athlti f0rthlsrerL (r forthe opinions we havt fomled. Katherine Wilkes (Seni(YsthtAudl1fjT) For and on ithajfof Critrhleys Audit LLP. SwA(ry Auditor BeAver House, 23-38 Hythe BridgE S¢r•t OIford. OXI 2EP 24 January 2022
CTfizENSADVICÉ NORTh OXFORDSIIREANDsoimi NORT11AMPToP1RE STA7EMENf OF FtNAThLACIIVITIFS FOR 171EYEAR E>4DED31 MARCH 2•21 Uvestritk l)uipitrd Restricted Cpitsl ed FTwds Gr4its Totsl 2021 Totsl INCOME AND ENDOWMENrs tk>rolioAS & ie84<4es ]K¢me from inveSt&ts io.th) iO.fXKJ 2(581 Its38 1.638 1.036 Tral lllc(fflt aid 1 059418 EXPENDITURI charitab a(ivitiB5 Totsl Resour¢u ExptLdtd 710 105 Nei tymw¢tyi in f•ds Re¢tIll10 orriAds FllndBth &%at l Aw1] 2020 41 Bajarttb uat31 Marrh 2021
21)21 2020 Tanglble asset¥ 10, 711 22.521 Debtors athounts falling thJÈ within one year Cash at bank atLd in band io 4?,960 32,520 627 286 442 563 675,246 475.083 Arnounts falling ¢Jue ¥lthln One year li 603 874 392 664 614 585 415 185 Restricted furLd¥ Deslgnated ftsnd8 Unxe8tricted funds 13 14 15 147, 991 147. 525 319 069 22.897 57,715 334 573 614 585 415 185 The Trustee¥ acknowledqe tbèlr re8ponslbility for CCIlYIng with the requirellEnts of the Couanie2 Act rejpect to accountlng record8 and for the preparation of the accounej. The accounts were approved and authorl¥ed for l¥sue by the Board of Tru3tees on and Bigned on its behalf by: Alan Bu Chair D•t•: 26
crr]ZENS ADVICENORTh OXFORDglIREAf4D soirrHNoRIHAMPIDNSHIN H FIX)W STATEMENT FOR TAEY¥ARENDED31 MARat 2•21 2•21 C¥h pr•vlded byiyntiy diTrit 199.4 11.810 {11.047) {15.440) 166.8931 11171 IDe(xasel l thtt¢88¢ w ts¥d¢ utditys Ibw¢•s¢l in trth thbto 51.8(WJ 12,70 184 723 l#¢w¥tl Idrcrt#l ij #d ewl¥k•ts l• thE )rar 184,723 M2J63 627286 15fi291 4192 441563 aid equ11¢tsthc eid of theytr 27
CITIZENS ADVICE f4ORIH OXFDRDSIIIRE AND SOiTtH NORTHAMPTONSHIRE FOR IIIKYTAR ET4DED31 MARai 2•21 AccoiTrfnNG POUCIFS ThcsE Enan¢•l stÈthYnts have Ix¢n Jxwl in ldatt IthA¢cthmiiD8 Rewtll>8 ty CFAri(irs." Ststtmtt s¢Id appbcaFAe ID th¢ UK arxi ptle of ]rtiA (FK8 1021 Idktiv¢ l JJnwy 20191- {Cknitie5 so IFRS I02IA I1 firthwiai reprrtllStadaPPl{bI¢ M th¢UKandRepJlAicof ItElaDd{RiS IOZ}nd Act AJI n¥)rtsrydorAtithS and8iftsw¢ iDdthkd ID 11 in th 5fmaLtof fiTrarKI 1vIti h¢o r¢ctivabl¢ [Ed tFtatthete2Teno tE5trith5 ttth)Nx stythctMDiTr8ofthe Klaioj e4rndith, iTrwhi¢h ¢as¢r¢4¥8ftition l5 thre<0 UDtiI IhE roTrJitityJshaw¢ itsJ Gifts-iJbkirdaa¢C(Dt¢a frKatthtdreLt1rf5'£%1iThleofth¢Tr7lth¢chrithbkQxnPkVYQI$tsIw?." fts of fixEd25sas hrcbrnble orfi1 hta(ywriM8fs¥¢dMs fw ¢bTitrble llseate acryJuDttyJ for (&1ttstii¢dflts1 )[kile]Y OD IntsngiTrl< irKLrnE is TAJrfd ID irwnc to th cxtcllt that it g(Jd$ OT se¥YK¢5 Mtich otherw¢ bepwiaw& kn ¢441etIMDl i% ckdr8ed CKrIlIU1E. Vduthry hrlp 1$ itsellldau iThLY)mc. h ¢dltttl 10 wbich the dwllabk CODVally 15 l¢pity ba5 w b¢u receiv at tFc IraT Md is iDeJuded as att received. conwlityj leytheY t¢le ro aspxified thwhid w¢th¢yar¢(kf¥Ytd. br the pUrderffixcj&wtS¢ trtyJitrdtyreAri¢¢d innIngre5Wtll tti1b1¢. Iwifitiono tl RtJ•urtcJ ExpeDthI ExpmditW¢ 15 rtoylised aD a5 &IMbility is CFArithbJeewxh"twe 1tIver(%tsirj1rtolyth¢rity ID thethliwof ityxtiviti¢5 and S¥1 hr its bertfi¢#ries. It iticlth Trthe¢IatrarlP ailttakd dylD of*r¢ n ne(%ssary 10 sUprtErL 28
crrtZENSADVICE NORIII OXFoRIAllRIAND soimi NORT11AMPTOKSHIRE
d) T#8it4tFixed •d Dewttl•thi
st less &llllalrd [Esvj val¢ of t4¢th ast
NOTFSTO IIIE FINANaALSTATKMENFS ICONfiNUED) Z021 GrxNts rr¢¢iv•blt fOr<knrits •tthlti Ch¢nYdi rxwiLaCouI 251.416 252M9 Olher Rtjtricttd FiThJJ B¢llefits ul Pta 30.1XX) Br1¢YToTl cou7 CA BEts 1.712 41500 3A5M 17.581 45.1XYJ 130.IKKJ 3556 CA Fklpth aaim CAMaPS 29,155 CI H•rd5tll"p Fu1 Cr Wir Suppml Censlls sUprt Clni's L¢8ai Costs Fw CL[(4 Iyoieo 4JOI 23.938 GambieAwDrc 43.515 15.(KK) 31398 17.IXX 127.092 61.998 97.093 43.500 Natiwal LAthry clty Fu1 PCN Link Wotker 31331 PlltrlK Health (hfordshTre 17.1 91.W28 Sttial PrcscriFAnsS¢rvi¢¢ Swib NorthscouN1 61,898 vrls CFawdl VIXS (hrt of Cty 31118 VLqwitrtTCths)x4 lrt*1 Ernits rtteivbl¢ li i5 imp)rtaDt tonots th#th¢HarthbiPFdtrAwr SwxiGThDtstdall#w£175.fAllwrrcTEC¢tvtyJ friw tsLX)uncfl 30
NOTfSTO THE F114ANCIALSTATEMENtSlCOPUlNUEDI Trtal Ruollrta E4nded 2•21 2•ZO CharitslAt AcdTAtltJ Advke Staffcost5 526J36 487.311 Establishrn cf&s 1102W2 55259 Other cc6ts I.671 Ikprttlllion 41 Audii fre dep¢r¢t¢ain8¢Yjn fe¢ Unr¢5tric*d 163 J45 341,943 R¢strÈthd furo 686,033 354.430 Capit8] 21 Audii fee D¢pre¢wtson J2,171 Op¢r•tDig i¢Ttri5. 3231 3.231 Dirt¢to The tot•i dire¢kns' iDc118si(IPw1C thrthe Jt4rMs £rtil(20..£¢1l Tr rAunlxrofdittocKs t¢$tA7UirSUtsm1¢FI0jrdeficdbc1Kfir[tsibeX jnrespfAOfq1rfytra servitts was nil(2WJJ.' Ditl Ckn {202Q.. (kneldirertcr teArtvdTeitnIMud cxprues fixtslE1D8CrS dw1D8tLYr. Trwai w49£5 0020.. £Sk 31
crrizENsADVICE NORIIIOXTrDRtASHIREAiwsoifTH P4ORTHAMPIDNSHIR NOTEST0111£ FtNANCIALSTATEMENTSICYINTINlyEDI X21 Providing &dviLY tom•)ts ofth puiqi¢ Adminisir41ion 16 l2 Totsl 17 EmployweBt Cwts Wz8ts ial Slty¢(&S Othupcn5iorJ tC61S 486.651 438.987 31 J56 21265 The evrye rtwnbth-of employees i$ba8¢doD the fill ti41•t TnglhltFIAed Ats Flxtsros & Fitti1$ TotAI l April 2020 122fj94 15¢.741 277.435 At31 MatL 2021 l54.74l 277,435 D¢prttiatioi: l April 2020 ChaT8e knth¢it I012rJ IS31] 254.914 10.710 i.ID) Ai31 ma11 2W21 111983 154.741 266,724 Ntt BookAmou•t l April 2tY20 21.421 i.iTr) 21521 31 2021 10.711 32
cmzENS ADVICE NORTh OXTrDRD5HIRE AND soimi NORTHAMPTONSHIRE
NOITSTO IIIE TrINANCtALSTATEMENTS{LY>fffJNUEDI
10 Dtbttts
2120
fHlry )Tar
Trath ¢kio
18.459
15.481
Suodry debto
41
295
2021
21
17.302
19283
T¢$ ands(KiDI
10.305
3,106
2.752
A¢¢mal$ aJklthf¢ntd io¢om¢
39.409
50,475
Othucreditots
12 Pei4oA Cogts
A multi
crtlZEf45 ADVICE NORThOXFORDgIIRE ANDsoimiNORTHAMVIDNSHIRE NOTESTO THE FINANCtALSTATEMEIYIS{CDffflNUFJI) 13 Reitrieted FndS Th¢ tsf theehtyidlldc fwnd5 c(rylithe of ysnts Jtrthv•J Balamct ¢wi•e Ru•ryrTts Cpltsl TrDsftr JI Mrtb 2021 New Prttnis¢s 21.421 10.710 127.092 61.9 29.6 3&398 43315 113 13228 9092 Sollth Northlrts CourKiI 511f VC VolunteeriDg PCN Link Wotr 17.376 53.801 415Z3 2&408 86J79 14.124 2225 lis {15,4031 GanleAware CA Trklp bj 8.136 IQ714 2.876 27.7F5 io.( 1223 Bcn¢fits iTh PrxK% l7.IXXI 311) BtfIts Plk¢e VTrS (kn ofC(WDty arnt's 1481 Cc6tsFthid EneF8y Redres8 CABE 3lll8 1.476 10353 23,938 43J 23.938 43,5[ CA MaPS 17J81 14.501 H8rdsFitp Fwd cens Sllprt Conrt¢tl PmJ"¢ct Nation Lottery C(xrrnityFl CL Wirrter $P)rt 45.thxl 2.7 11.1791 io 3J56 4JOI 4,735 2.411 15.1 327 N¢wPrernueJFia& Themfflicswrlobcudl0iJEVW th£BarLFelDL% dhI)elnS tsait£ration5at¥] fittiThgs for our eXter] pre%¢5. Tr IF11 lemillted in 2012Q013 fmaDrMi )tar. ith th¢ l¥t dwaiioD relyi w J 2013. The tlneeon the New PMis¢s FurdatthecrAI oftlK ye8Trtt¥¢xots the Val of theTangbie FipzdA8s¢ts th¢ balAll¢¢sheei whi¢hwfjl t¢ rf•xttMtffir[C4rCXl fi Jsfr. Rt5fj•rtts C•pitsl Tesoiries t¥&d Crants l April 2019 Traner JI Mareh202 New PRrow Fw 31131 10.710 21.421 692YJ 63.610 435fyJ 17.( 3aJ31 91.028 29.155 69370 63.610 Souih North*sco)I GDmblcS¥wt Btp 7Y2 44252 17.1 31331 91.Wl8 PresLTElxng CA Trklp kn Clairn Cl%nt'$Lw] tyjsts fund 29,155 1.7 7.784 1.476 34
cmzrNS ADVICENORTh OXFORiSSHIREAND SOiITh NORT[IAMPTOHURE 14 Ik4gDated The ittc¢rtnt fidS Dfthetharxy iDdwkthc kn¥1 btca Ter]ded fimdsby thetrustres f(spe¢ifi¢ )se5..
t l Awll
202• 31 Mr¢k 21121 Tra[tr Staff liabilitK5-RrAwJdarty 57.715 14.810 71525 BthN¢e5 Blncts at Jl 2019 T1tr 2020 51915 57.715 IS A#alp14 ofNei Au¢ts trtwF##ds Rutri¢ted T(Aal Fund hl•ttsit31 Martk )J21 are rewuE•ttd br. Tangibl¢ fix414ss¢ts lQ711 10.711 14 Fund balACU at31 Manh 2•20 are Tepresellfftd by: Tan8ibk fiXaSSets 21.421 21521 The the New Premises It the tnd fLMKioI rer(eseMS the of the Tan8it4c Fiyd A55ets PurdSed by the fundon 5trttt wthith [ bcdwHt41 ¢Jve¥tha"rcxp¢d•J Itvcs. Otktr 2•20 Expiry dats Within one)r4r IA875 4250 IS.(* Atcrffive) 35
ctZEll$ ADVtCf NORTh OXFORDSHIRK AND 84)trni NORA1PTOllIRE NOTLSTO TrINANaALSTATEMTrYIIS ICONfJNUED 17 RtlxkdPxTty TrnLMttho•s IB Colllral Th¢ IthTdofdiruxtys ¢¢msidtythat 11ry4fBthc (l11n8Y0f 19 Cipitsl Cowmitmellts At 31 Mat¢h I21 illlbe tiit I10£) 2• Gtltral IntorThib) Citiz¢ns Adwct M)rth aTrJ So]th N(MthtywSFtI5I tharityaj%rIThteJ aCnY aud limit¢4 t¢¢. Th¢ ¢knity iqre8ier¢d idnLa inEr¢l¥t $IllerA1 a&lKss is 26G)tthill. pla¢ Banry. OX168PS. 36
CMZENS ADVICE NORTU OXTrDRDSHIRE AND $4)UTh NORThAMPTOPiSHIRE NOITSTO THÉ FINANaALsfAIEMEPItS{CONflNUEIYJ 21 2020 cNrnI1¥¢ Sts#•t of Aelivity Uwrutiid Rtstiitted F•ds Capilal Trt•l ll120 Totsl 2019 INCOMI AND INDOWMENTS ltwigwwr¢es Gttterted Fuidi 25.421 wil 5.B53 1.036 IP36 1.022 61 Tc4al E#dowAets KXPEP4DITURE C$&ble &tivitie8 To11 IltJo¥ree8 Expt•thd 10710 N¢t 15114T) IIP36) {1117101 1648931 {IQ2581 Tyltr¥ betw# lkn•d8 (59.917) 4.770 (11.7461 16A8931 IIQ2581 Retth¢ili*iioovf FundBalan¢¢s as llt l Apil 2019 33 Find at31 Marth 2•20 37