. crriiKpis AD￿CE NORTh OXFOR￿1RE ANDsoimi NORIHANiV￿f4sHllRE (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 D￿￿t0[S and TnLrfecs 4t021 Auditor's Rw¢yÈ 22ts24 SlatemeDt of Fin￿Kial 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 f￿￿IDE on th¢ fi￿111 asm*s thxsn't close to telling the full I￿[ gov￿ inth¢ (we offjjr InN￿b]re4￿dbt￿Y 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 rq*ffl8. cmzENS ADVICK NORTH OXTrDRDYttREAT4Dsoimi NORThAMPIDNSHIB Rw)rt of the Dirertors •nd Tr￿tee* W¢ have pleaswe in presenting our AllTh￿l 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 p￿Ie 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 ch￿lty netw¢rt which delivers advice from over 2,500 ¢ommunity I￿atiOnS 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 cOu￿11- Winter Supp)rt Grant athninistraticii Bicesler Town Councs1- Advice wvice and volunt￿ Driver SEvic Kidlin8ton Pèrish Council- Advice s¢Trice. s(￿th N(rthamptonshire COU￿11 (t￿￿ West NorthamptOI￿hire Council)- Advice Strvice Public Health Oxfordshire- Benefits in Pia¢e advice seThriceto Prilnary Catr N￿10nd1 CitiZ¢t)s Adyice - Gamble Awdrq Help to CEaim. and Money and Pension Service {MaPSI I￿rea%]ng Capacity proj￿ts. 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(FLallYgratefi￿1Oall tlM)sc w1￿have¢￿8aged ith community h￿draIsin80r kindty made donations to the Charity. wh¢thw lar8e (r small. Wc seek to xhieve our ObJ￿tiv￿ by ¢nga8ing in the ft?Ilowing **iviiies a￿1 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 F￿gland arwj Wales, telephone. ernail, web ¢haL 0￿1 th￿llgh 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 S￿th Northamptonshire which is funded by S￿￿thN£￿t￿VtOnSh1rC Coun¢ll (now West NOTthamFrfomhireCou￿II). 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[￿l￿g 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 m￿eY 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 sUpw￿t Grants totalling £175k were received from the ¢ouncil and then dIr￿lY 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 CT￿1¢ ¢laim. Of our total in¢orn¢. 3.6% was rais￿ for Help to C]aim. B¢D¢fits In Pr*dYelB¢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 I￿Or￿lsten¢1¢s in uptske of theservice. we had be CO￿ldering how lo make thts strviee more wid¢ly ac¢e5skn1 le. Lo¢kme. 2.7(A* rnised for Bthefits in Pla Le￿1 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 F￿tr&v Saving Trust whÉ¢h has been ap￿inted by Ofg¢m to distribute payments from ¢ntrgy compani many Customers who use prepayment. Citizerts Advice ttsearch has $l￿wn that l in 3 bad been dtscomKrta in 2019120. Our resear¢h hLs aLso shown that thege disconnections ￿ have a Serio￿ impaa on the pby5ical and mental health of those Affecte Of our iIA41 income, 2.4% was Tri5¢d for Enttgy Reik¢ss SotiAI Prestribing (ComJDunity CoTr#ert & PCN Link Work*TS) So¢ial pre8uibing 15 a system in which GPS. nursts. Oth￿ primary-care professionab refer patients to a range of local, n¢Trrnedical 5ervi¢es. Th¢ l&j￿tive is to I￿rove heatth and wellbeing by addressing social PTobl¢ms that affect healiK using sffvices provided by Ihe voluntary, communtty. and SC￿la[ ¢nterprise sector rdther than prtscription medic&tion. R¢cogthisin8 that lThlth 15 determin¢d primarily by a range of sociaL economi¢, enYÉronmental facfots. ￿181 pr¢$Cn￿1n8 seeks to address po)ple's nwls ID a holistÉc way. It also aims to supprrt indtviduals in taking great¢r corrtrol oftheir own he￿1￿. Our Community Comect social pr¢s¢rTri *in8 service is by NHS EngEaDd. Oxfordthire Clini¢al COmmi￿l0￿1n8 GriNJp, ChThell Districte￿nCIl andWestOxford4hireDistri¢A C￿1￿(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 Ad￿1￿1Strator and volunteus. We a]so have two Link Workers funded by NHS Eng￿nd via wrtracts with tsvo PrinwCar¢N¢Norks (PCN5)- l. Bicesiw and 2. Kidlin8ton. Islip, W(xyistock and Yarnion {KlWY). The socÉal prLs¢rll)ing t￿M Col￿￿ts p&)ple Wb￿ health is being aff￿ted by ￿la1 problws to communtty groups and stt¥i¢es for pla￿l¢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 Pr￿n￿ling savi¢e& Voluntetr Conned Tllls is a proj￿( fi￿ded by Chcrwell Distric4 C￿nciL 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¢rDrjVwS￿V1Ce{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 p￿engtr J￿rneYS w¢ r￿eEve money froTll the SOut￿¢￿traI Ambulance Servi¢L (SCAS) which US￿ our volurteer driver5 to transport patients who do t)otTequIr¢sp￿IaIi5t ambulance services. ForDortrhosTrital jwnCys,p￿eTrgers 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 W￿ld have difficulty gating to their d¢stinption at all. This s¢rvice p]ay¢d a si8nificaDt role in ¢￿sUr￿ng 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 y￿ngsterS 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 p￿p]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. G*mblt 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 gamblin*re]ated harm (GRH) as a public health issue and to raise awareness of support seNces and ethjcation availabl¢ for the benefit of clients. The proJ￿l 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¢ Ad￿SOry 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 Pod￿￿ts, 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 f￿dba￿kS). a￿1 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$8bility and 260/0 have a long-term hAtth ￿ndItion (LTHC). Thi5 is a reduction from previous years (in 2019120 had a disabiltty and 35QA a LTHC) but is due to tempcrdry SUPEM)rt measures put in place due to the pand¢mi¢ which Provided respite from the¢hailenges that pwple with LTHCS ty disabilities regularly experiell￿ particularly in relatk)n to accessing bet)efits mana8in8 debt due to loss of income. W¢ ¢xp¢¢t this to raurn to the pre*andemic levels of nearty half of our ¢li¢nts being Pe￿1¢ wtth long t￿M health Conditions c* disabilities ith future as siwp(rt measure5 aye ranovesl C￿11￿￿$ ADVI￿ NORIII OXFORDSHJRE AND ￿u[H NORIIIAmM￿ll1RE 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 ￿aIt￿l 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¢ ￿ J￿￿ice for sure and l am forever ate￿] to the whole team. A prompt and prOf￿510nal 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 adv￿L￿ 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¥p￿ie￿¢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 anyrn￿e to see this help at this momtht. Thank you so f(r he]ping me and aringat￿t pujple." "Citizen5 Advice w85 I￿rediblY 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 COrr￿t 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 W￿ld not have got the out¢ome I di¢L I am ￿-forCts and r￿e1ve 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 P￿SOnallY. 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% 1￿caSe 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 Soci*l PrtS£ribi￿ Serviet 7 volurrteers Volunteer Driver Ser¥ic¢ 187 Volunieer driv¢TS 7 Journey brOk￿S Other Vol￿n￿er 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 JU￿1ce 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 managerne￿t infOrn￿￿oI4 we've a150 scp&rat¢ty Co￿1d￿t￿ the financial benefits to the pa)ple we help: • £3 mdlion in iacome gain8 £431278 of ryyments r￿h￿l￿1 ￿bI]n8peqj1elo m&rdge on the]r i￿)me £483.075 of debts wrItt￿ff whtte it Was impossible to find other solutior ThÈs year 7.916 unique clients our T￿MM]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 i￿lleS {down 15•A) that were unt of the advice pn)v*lol ID ea¢h ¢as Advisors re¢￿ve approxÈmately 30 h(x]rs of fUrtI￿r 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 a￿j Cxperie￿￿J in all advic¢ m*tyS. Try have usually pro8re55ed to this roie from that of Adviser after hawng complded specialist trdaning (an additional 20 h￿rS). 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 respons￿1 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 acc￿8 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 detrIM￿l to the ¢lieTrt whikst a]$0 ¢￿(￿a81n8 Cli￿tS to be independent in addr¢ssing issu¥. Digital Athice Coaches are ableto volunteer for shortty p¢riods of time and requ5r¢ It55 train5ng whi¢h makes the off¢t mare attractive to volurtccrs looking for flexibility than other roles offff. During 1(Kkdtswn the Digital Advice Co&hes were unabl¢ to (yEate &$ 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 S￿vic& 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 driv￿5 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& It￿nnOtb¢paId forryT¢tr￿￿. It is givenfreety. ￿￿0nditIOn￿]y. and with pleasure." "I f¢¢1 J am doing somethin8 w(YthwlJiie and ne￿Ie￿. FUTIJRE PLANS We bave six brorf strategic busin£55 g￿]$ in place the next thrtt Ye￿5. 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¢ f￿￿la] 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 ￿ mt￿tr 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 ￿￿ll￿ng eqU￿ty 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 prOJ￿ts. ¢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 t￿rtiL￿1#rty th￿t￿l are Th)t aware ofor do rtalise that they can use the service. To work ¢ollat#)ratively with Oth￿5. We will extend the re￿h of our Sqvices by forgi￿ doser wcrfking partnwship5 WKth neighbouring Tnefflbers of the Citizens Advic¢ n￿w￿. 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 nUMb￿0f 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 Infr￿truCtUre and res(YJTces eff￿tIVelY aThl effKi¢ntly. Wewill deploy our r¢source5. &aff.IT. #c￿mm0dal10￿ 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 stra￿E¢ 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 cu￿eNty empty. either in the publK or private sectOT. for fre¢ or for a mu¢l￿re￿¢¢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 Ch￿nber 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 ￿1￿1 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 s￿d use of existing Ic¢al reswr¢es to help p￿le find a Wdy forward" it 15 a community-base¢ faC&t￿fICe 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 dr￿iD 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 libr￿les. food banks, a]NJ community certr&s. Th￿8. 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 Pu￿U[ng that objectiv FINANCIAL REVIEW We re¢¢ived £1.059.488 (2020.. £640,190) for the ytar in graDts. ffijnds. aThl dOnat￿nS. Of this £806,434 (2020.. £353,394) was r￿e1Ved 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¢S￿Ve for bjture pe￿10￿ 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 u￿n 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 T￿VeS are ca]uJlated as ulre5trlct￿ reserves plus d¢siN￿l 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 fi￿re budgded expense 13 CtTJZEMS ADVICK NORTh OXFORtkSHIREANDsoimi NOR771AMPTONSHIRE Webeliev¢thatthe Charity is ¢una)tly fvnded ￿equat￿Yty a¢hiev¢ its Obj￿tt¥￿5. although werecognis¢ that the economic situ￿rOn is likely to put pr&%sure on fitnding frorn IIN21 #uthctittes. We ex￿( theref￿e, to have to use resuve funds to mert any fuwre slKxtfa]l. The FiDancial Impact of Measu￿& Against CoroD*virDs 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 di5th￿ing ttLe4sures that enabled the r&surnptiort of th¢ Service in August 2020. Contrary to ow negative Mid￿￿ll 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&vir￿S 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 no￿fiT￿n¢1&j COSL In the case of travel and ptirking expenses. lh¢ money was saved b￿aUse wedidnot visitcliffits in their own bomes or in ￿MMUnity spaces an4 sought to repla¢e such Yisits by digital or tcltplK)De m￿n$. 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(K￿gb wun¢ils of NorthaTnptonshire w￿¢ aFKTrlished aDd replac￿ wtth 2 unitary autlM)riti£s, West Northarnptonsh￿¢ Council andNortbNorthaMpt0￿hJr¢COu￿I1. WestNorthatnpionshireCoutKil includes theforrner South Northampionshire Council from whorn we received significant fundin8 for our C(Ye Strwces. West Ntythamptonshtre COU￿11 has COTrtinued the fvnding that w&s previously provided by South Northamptonshire C￿nCiL Ik)wev¢r, the firture of this fitrbjing is uncertain. Further, there are severn] options on the table for lo￿1 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 Co￿TIbUte 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 aNa￿￿7 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 OxTrDRD￿TrEAP4DSOi￿H NORTHAmPTO￿HlR￿ 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 T￿mMiSsiOned again in October 2022. T r￿en1 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 c￿r￿lI ha5 one year by the ncw UDitsry West Northants Council. Howev¢r. the rontinuatM)n of this 8raTrt in thc fu￿re is utt¢lear. We have sufficient Sen1￿ rnanagetnent capacty to have regu]ar engagement meetings wtth th¢ eommissioner5. r￿p)nd to qu¢#ions to engage in high4Na]ity contract monitoring and CompetIt￿n 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¢rMa￿trnenl and eompetE￿ranatySts to widustand the position. Local Authority S￿Dding Cuts W¢ are expanding our service delivcry m(thl into new are&% eLsuring a good r¢katiowhip with A￿tIll)IS and offi¢tts, and seekin8 new work strthms. Alongside our corc scrvicfs w¢ have develop¢d new 5ervic£s that attr￿1 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 thr￿gh (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 ratr￿face servic&8 at b(rtb BaDbury and BicestrE wcre c105uL Howev¢r, as described in TeCht￿N)EY Initiativw. alM)v4 we quid(ly aThJ su¢¢¢ssfully transferred to a l¥)mtrbase di8Ltal-anI￿clWhQnC advi¢e swvi¢¢ ¢ovuin8 m05t Clic￿s, needs this way. Although our Link WoTkcrs were unable to engage pawle d￿￿tly. ujr Social P￿￿￿ThIng service continued to provide em￿10￿al 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 disIa￿lng 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 iffl￿d 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)RlXYI￿E AND SOUTH P40RIIIAMPmPSHIRE the ditTKulty in engagiD8 people to brxome volunteers con8equ¢ndy, we I￿king forother Moys to us¢ thi5 resource rne4n1n￿llY. During th¢ lockdgwn we have b¢wm¢ part of the Ellttgy Sth¢me which exists kn distri￿￿te paymet)ts from energy eompanies who may hav¢ breathed rul&%. It is regulat￿ by Ofgem aDd administered by the Enw Saving T￿￿￿L UDdtr this s¢h¢me we rtteive money from the Trust and use it lo provide enttgy 8dvi¢¢ and some As&5. find￿la1 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 Ass￿Or 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 I￿1ght 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 p￿tical. 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 ¢ll￿t$. Recent One recent succe55fjJl campaw was the Winter Covid Sufv Furtd initiative in which we distributed around £200,(th in variws payments for ￿¢1, and white80￿. Thi5 was particularly welcomed by some of 0￿r more vulnerdble ¢liarts. and we receiva ihanks from Y(￿ng families who were grdteful have a helping hand J￿$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. a￿1 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 automatKAllyterrnin*edhis 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 Strll￿ed 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 p￿1¢ 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 fi￿k>Ugh schem& It has utkICtht￿lly 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 b￿llY on issues s￿h 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 eff￿ts of the tthmic is wtdesprtad and has di8¢ussryI on many media Plarf(￿Tns. howevff. cwr R&C team wanted to I￿k 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, h￿J$ing problellLS. ernploymetht issues w)d most worryingly. incrtased debt. We wanted hard data ￿ IK>w the pandemic impacted on the ar￿ of d¢)r¢ssiofy stress and anxtety. The re5uh5 5￿W that ￿e in every seven people who sought hdp from Citizens Advice in the first four morths of thi4 year had expressd som¢ degree of mental ill-health. Cli¢nts often displayed m￿t than one of the 5yrnptOn￿ Ixiw¢vw. thtse resuhs sX)int ovtnvhelmingly to the pandemic afft¢ting our ¢li¢nt$ ne8atively. • Str¢&8 72°h of the r￿pOndents wtre str￿sed on a thily basis. Only 30% of thc respondents had ext>erienced similar stress before the paudemio 95V/o of T￿￿ndel#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)re￿lon 17 7(P/o of responderts re￿)rtaJ dwrUsio￿ and while 50% had long standin8 depr&sSiO￿ 95% reportd that their depr￿$10￿ had worsen￿1 significartly siKe the pandanic stsrted. The questions we asked fwuscd on a rwmb¢r of aras of dtily life aThl th¢ ¢ffect on our clients. SÈgnificantly. 850A of the ruwndents rel￿ a drttt1ora￿n in famity lif& And 9396 repxtd f¢¢ling le55 happy than pr¢ patxlemic. Tk results Teveal not oThly the IMp(xts￿e0f athlressing the i55ues of debL nefits etr. but the ovtywhelming need to address th¢ yndertyin8 i5SU& that thff￿l our ¢li¢nts' mental health. This. we areworking with ¢xw Community Conn*t team io ett828e with sueh clients Y4nd build a ¢ontinuing supwTrrt ndwork that a&J￿$¢$ 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¢NOrttMM￿h1rt 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, w￿king in ¢olJaFK>ratioD with Oxfordshire Conm)unity and Voluntary Action IOCVA) and Witney volunte￿ Link Up OxfordshÈre str￿er Communities Alliatte (OSCA), wh￿¢ purF¥)se 1$ h¢lp build and maintain strong￿ communiti¢s aThJ a thrivÈng voluntary. comrnunity. aThJ faith S￿tOr to improve the quality of life for I(￿1 pwle. Brightff Futures irt Banbury, asteering gr￿p 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 Part￿hIp 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 fi￿le. South Fast s￿la1 Prtscribing Regi￿1 Ndwixk which brti￿ togethtt h￿th professionals, resear¢her& a¢ad¢mi¢x, 5(Kial prescribing prath1t￿n￿ 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 ￿¢10￿￿1 leve15, and to inforn) go)d qualÈty re5eArch #EMI eValU￿10n. Oxfordshire Sttial Pre5crhbiDg L￿d5 Foru[￿ a 8roup that brings tO8dhcr Social prtscribin8 delivery or8anisation5 to colwirdte and share g￿4 practK& Adult S(Kial CareTTansfomati(m Gywp, a wY)rking group of Oxford Courty COU￿11 stsff aTKI 3 Voluntary, Cornmunity and Socia] Enterprise {VCSE) Organi￿110￿&. 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 pragm*ic 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 Appointn*ttl of Tntstees The trusteL% of the Charity are atso directors of the cottLP#lly fv the pUT￿6e 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 iK*rd (to a I￿]MUM of Ott￿third 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 Org*Dlsa¢1on￿ Strwtur¢ The Charity is 8ovcrncd by its Truske Bcth, whi¢h is resrA)Thsible for sdting the strategic diredion of the organi￿tIOn and tts ￿liCI&s. The trustees the ultimat¢ reS￿￿51blIty 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. MAn*8emeDt Remullerxtlon R¢muneration is reviewed a￿M￿llY by the Hurnan Resour￿ and Equdity sU￿0MmIttee and propwls are putto the board for approydl. The HR&E Subcomrnittec establish￿1 aiob evatuation ￿)licY alwj related pr(￿dUr¢S to place stsff posts within a local pay st￿￿￿r< Roles are ¢v8luated against 8 fa￿orS 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 r￿c of pey for the Chief Ex￿1Ve Offiett is detumined by th¢ bc•rd following ￿Y LX)n¥arisons from National Citizens Advic¢. N*tional City￿ Advice The Charity 1$ a member of Citizens Advi¢e, the operating Dame of the Nat￿￿31 Association of Citizens Advic¢ Bureaux. which provides a framework for standards of advice aThJ casework management a5 w¢ll as nK*niioring 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. I￿VeStme￿t Polity As required in its Articles of ASK￿1￿ty)n paragraph 3.19. to protTh)te its cèj¢cts but any (ther purpos4 the Charity has th¢ pow￿ to invtsl or deP￿lt fund4 in any law￿1 manner whi]st having regard to the suttabilty of inve5tmtnts atKltbe need for divtrsific*ion. Statement of Internal Control The trustees Oy￿s￿ the infornwtion ￿￿rity of pr￿esSed p￿SOnal 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]r￿lOrS f(￿ the purp)se of ￿MP￿Y l&w) are reSP)￿1b1¢ for preparing the annual re￿rt and financial statements in aCC4)rd￿￿e 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 Cl￿ty 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 fina￿181 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 filla￿la1 ststanents have be￿ prepared in line with these responsibilitles. Th¢ truste&s confim thai tlry have c(wlied wilh the duty in s￿tion 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 JaTh￿ry 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 unaw*re of and that the Tn￿te¢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 c￿nhal Marknt PIX4 BaDbJy. Ow OX16 5NG Barc]ay8 32 Br4¢ SL Ba￿ury OX16 8PS Crit¢biC￿ AuditIIP. 23.38 HfvBrid8e Strrt Oxfrf OXI 2EP Solicit(ts: OX16 9AB Trn#e¢s: Awoitital 711￿018 AFpJirtcd i&ir2020 AppoiDtal 311r2018 st4>1￿nG￿￿1el Abi KDipe AppiDtal 12112r2018 R¢signed09110f2020 A&yointul 6112r2019 Rasi￿￿24￿f202o 21 crrizENS ADVICK NORITI OXFORTAqtIRE AI¥D SOifTH T40RTHAmPT0￿￿IR￿ INDEPENDEKfAUDm)R'SREPORT TO IHEMEMBERSOF CTTtZENS ADVtCT NORIII OXFORtSHtRE AF4DSOUTH NORIIIAhlPTONSHIRE Opinion We have a￿lited 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 fin￿la[ aLtiviue& balar￿¢ sheeL Statonmt of flowsand llfAes to the fman¢iai Strtell￿t8 incI￿j]ng siwJifi(aJt The financial fr￿lleW)rk h&% atp11￿ in theirlw￿*i￿ is4ylie4bie law and United Kingdom Acc¢)uniing Stand8￿￿ ujellldirg FRS 102 lThe FlnthYialReprlwgStarnltwdawlKabk m the UKarnlRewbl ofJreknthllUnit¢d Kin8d(xn CthuallyAccctttd Acc(wnting Pr**i¢%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 rePA￿r(c$ 8od ar0￿(2tion of r¢sT 5uth intemal u>ntrol as the InL*es detrrnLir* is ntce&w to en*le th¢yy8tim of finan14￿ xatanC￿ that are fre¢ frim) m&¥iai missÈiIun￿E to fra￿1 or err￿. Itl prcrAring the fmancial thetruae¢S are re¥thsble for ￿SSingthe wmw)y'5 abilityto ¢{￿17￿11¢aS a going disd￿￿[1& as aFpli(¥bl< Trthtttrs relakd kn going L¥XLL%rn ajd u5itkg the gois]g asa1￿￿￿. in wth 3 ofP8rt 16 of the Cotnrmnies AGI 20C6. Our 2uditWOTk ha5 iY¢n u[￿n￿n so thatwe tnightstate to the chèritsbk the fullest exttntwmitted by law. we do rnta¢¢¢pi or &8SUDR re5rrf)Tr5ibility to anyone 0￿r than the charitable cOmpanya￿] the charitabk ¢onyy's mtmFasa5 a trfjdy. knour athlti f0rthlsre￿rL (r forthe opinions we havt fomled. Katherine Wilkes (Seni(Ystht￿Audl1fjT) 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 NORT11AMPToP￿1RE STA7EMENf OF FtNAThLACIIVITIFS FOR 171EYEAR E>4DED31 MARCH 2•21 Uvestritk l)uipitrd Restricted C*pitsl 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 Tr*al lllc(fflt aid 1 059418 EXPENDITURI charitab￿ a(*ivitiB5 Totsl Resour¢u ExptLdtd 710 105 Nei tymw¢tyi in f•*ds Re¢￿tIll￿10￿ 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 CCI￿lYIng with the requirellEnts of the Cou￿anie2 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 *diTr*it 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 4￿192 441563 aid equ1￿1¢￿ts￿thc eid of theyt*r 27 CITIZENS ADVICE f4ORIH OXFDRDSIIIRE AND SOiTtH NORTHAMPTONSHIRE FOR IIIKYTAR ET4DED31 MARai 2•21 AccoiTrfnNG POUCIFS ThcsE Enan¢•l st*ÈthY*nts have Ix¢n Jxwl in ￿lda￿tt *IthA¢cthmiiD8 Rewtll>8 ty CFAri(irs." Ststtmt￿t s¢*Id￿ appbcaFAe ID th¢ UK arxi ￿p￿t￿le of ]rti￿A (FK8 1021 Idktiv¢ l JJnwy 20191- {Cknitie5 so￿ IFRS I02IA I1* firthwiai reprrtll￿Sta￿daPPl￿{bI¢ M th¢UKandRepJlAicof ItElaDd{RiS IOZ}*nd Act AJI n¥)r*tsrydorAtithS and8iftsw¢ iDdthkd ID ￿11 in th 5f*maLtof fiTrarKI￿ ￿1vIti* *h¢o r¢ctivabl¢ [￿￿￿Ed tFtatthete2Teno tE5trith￿5 tt*th)Nx *stythctMDiTr8ofthe Klaioj e4rndith, iTrwhi¢h ¢as¢r¢4¥8ftition l5 thre￿<0 UDtiI IhE roTrJitityJshaw¢ i*tsJ Gifts-iJbkirda￿a¢C(￿Dt¢a frKatthtdreLt1rf5'£%1iThleofth¢Tr7l￿￿th¢chrithbkQxnP￿￿￿kV￿YQI$tsI￿w?." fts of fixEd25sas hrcbrnble orfi1￿ hta(ywriM8fs¥¢d*Ms fw ¢bTitrble llseate acryJuDttyJ for (&1ttstii¢￿df￿lts1 ￿)￿￿￿[kile]Y OD IntsngiTrl< irKLrnE is TAJrfd ID irwnc to th cxtcllt that it g(*Jd$ OT se¥YK¢5 Mtich otherw￿¢ bepwiaw& kn ¢4￿￿41et￿IMD￿l i% ckdr8ed ￿CK￿rI￿lIU1E. Vduthry hrlp 1$ itsellldau iThLY)mc. h ¢dlttt*l 10 wbich the dwllabk CODVally 15 l¢pity ba5 w b¢u receiv￿ at tFc IraT Md is iDeJuded as att received. conwlityj ￿ley￿theY t¢l*e ro aspxified thwhid w¢th¢yar¢(kf¥Ytd. br the pUrd￿erffixc￿j&wtS*¢ trtyJitrdtyreAri¢¢d in￿nIngre￿￿5W￿tll t￿ti￿1b1¢. Iwifitiono tl RtJ•urtcJ ExpeDthI ExpmditW¢ 15 rtoylised ￿ aD a5 &IMbility is CFArithbJeewxh"twe ￿1￿￿tI￿ver(%tsir￿j1rtolyth¢￿￿rity ID thethliwof ityxtiviti¢5 and S￿¥1￿ hr its bertfi¢#ries. It iticlth Tr*the¢￿I￿atrarlP￿ ailttakd dy*lD of*r¢ n ne(%ssary 10 sUp￿rt￿￿ErL 28 crrtZENSADVICE NORIII OXFoRIA￿llRIAND soimi NORT11AMPTOKSHIRE d) T*#8it4tFixed *•d Dewttl•thi st less &llllalrd [Esvj￿ val￿¢ of t4¢th as*t ￿ tDOVtmenrtrAt goe5 through is thEdeW￿l#lffj of the OD the sheet c**i¢th*softhtth*i*E4¢ ¢£*wy. Lk*1￿￿tell are ￿￿ti]ded foDJsThthith FAYe ￿ desig*ed firS￿£IfiCrA￿rrf￿s bY￿etr￿cL 2•21 2•20 Dwtiws 01￿￿fiS 2•2• IDtcrestrt¢ei￿b1¢ 29 NOTFSTO IIIE FINANaALSTATKMENFS ICONfiNUED) Z021 GrxNts rr¢¢iv•blt fOrfffJNUEDI 10 Dtbttts 2120 f*Hlry )Tar Trath ¢ki*o 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 multiThh With>ws Th¢gxts of tffovidiDE l¢tir¢nvLI ber£fit5 io¢roplosees ar¢¢lw8a ￿the$ll*M￿lo[rJ￿a￿¢•8Iaditr1tt¢I inthe >ear a¥e The p￿￿Jon eimt ¢FrtTge f￿ th¢ rerxtsents wDtrkntims p*yabl¢ ty the L*ority to tk PUJSiOD athl a￿un*dto£l&62012020.. £16.7681 c￿￿nb￿l￿sts￿1in8L3.l(b Q020.. Q752k mrrcp5￿blC in cttdit¢rs 33 crtlZEf45 ADVICE NORThOXFORDgIIRE ANDsoimiNORTHAMVIDNSHIRE NOTESTO THE FINANCtALSTATEMEIYIS{CDffflNUFJI) 13 Reitrieted F￿ndS Th¢ tsf theeh￿tyi￿dlldc fwnd5 c(ryli￿the of ysnts Jtrthv•J Balamct ¢wi•e Ru•ryrTts C*pltsl Tr*Dsftr JI M*rtb 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 Wo￿tr 17.376 53.801 415Z3 2&408 86J79 14.124 2225 lis {15,4031 Gan*leAware CA Trklp bj 8.136 IQ714 2.876 27.7F5 io.( 1223 Bcn¢fits iTh Pr*xK% l7.IXXI 311￿) B￿tfIts 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￿ Sllp￿rt Conrt¢tl PmJ"¢ct Nation￿ Lottery C(xr￿￿rnityF￿￿l CL￿ Wirrter $￿P)rt 45.thxl 2.7 11.1791 io 3J56 4JOI 4,735 2.411 15.1 327 N¢wPrernueJFia& Themfflicswrlobcu*dl0iJEVW th£BarL￿FelDL%￿ ￿dhI)el￿n￿S￿ tsait£ration5at¥] fittiThgs for our eXte￿r￿] pre￿￿%¢5. Tr IF1￿1 lemill￿ted in 2012Q013 fmaDrMi )tar. *ith th¢ l¥t dwaiioD relyi￿￿ w J 2013. The t*l*neeon the New PMis¢s FurdatthecrAI oftlK ye8Trtt¥¢xots the Val￿ of theTangbie FipzdA8s¢ts ￿ th¢ balAll¢¢sheei whi¢hwfjl t¢ rf•xttMt￿ffir[￿C4rCX￿￿l ￿fi￿ Jsfr. Rt5fj•rtts C•pitsl Tesoiries t¥￿*&d Crants l April 2019 Tran￿er JI Mareh202 New PRrow Fw 31131 10.710 21.421 692YJ 63.610 435fyJ 17.( 3aJ31 91.028 29.155 69370 63.610 Souih North*￿sco￿)I GDmblcS¥wt Btp 7Y2 44252 17.1 31331 91.Wl8 PresLTElxng CA Trklp kn Clairn Cl%nt'$Lw] tyjsts fund 29,155 1.7 7.784 1.476 34 cmzrNS ADVICENORTh OXFORiSSHIREAND SOiITh NORT[IAMPTO￿HURE 14 Ik4gDated The ittc¢rtnt fi￿dS Dfthetharxy iDdwkthc ￿kn¥1￿ btca ￿Te*r]ded fimdsby thetrustres f(*spe¢ifi¢ ￿￿￿)se5.. #t l Awll 202• 31 M*r¢k 21121 Tra￿[tr Staff liabilitK5-RrAwJdarty 57.715 14.810 71525 BthN¢e5 B*l*nct*s at Jl 2019 T1*￿tr 2020 51915 57.715 IS A#alp14 ofNei Au¢ts trtw*F##ds Rutri¢ted T(Aal Fund hl*•ttsit31 Martk )J21 are rewuE•ttd br. 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