2024-03-31-accounts

REGISTERED COMPANY NUMBER: 03842133 (England and Wales) REGISTERED CHARITY NUMBER: 1079719 Re ort of the Trnstees and Financial Ststements for the Year Ended 31st March 2024 for Citizens Advice West Northam and Cher4vell Ltd nshire Cheney & Co Statutory Auditor 310 Wellingborough Road Northampton NN14EP

Citizens Advice West Northam and Cherwell Ltd tonshire Contents of the Financial Statements for the ear ended 31st March 2024 Page Chainnan's Report Report of the Trustees 2 to 13 Report of the Independent Auditors 14 to 17 Statement of Financial Activities 18 Balance Sheet 19 Cash Flow Statement 20 Notes lo the Cash Flow Staternent 21 Notes lo the Financial Statements 22 to 30 Detailed Statement of Financial Activities 31

Citizens Advice West Northam and Cherwell Ltd tonshire Chaimian's Re ort earended 31st March 2024 forthe As we reflect on the finanaal year 202312024 it remains evidentthat ourcY)mmunities continue to face significant challenges primarily driven by the continuing and deepening cost of living issues. There continues to be geopolitical matter3 which are having a significant impact on our communities. On behalf of my trustee colleagues l am pleased to report that Citizens Advice North Oxfordshire and South Northamptonshire ICAWNAC) has continued to deliver considered advice to dients across the region. The delivery is detailed in this report. CAWNAC has provided our servi￿5 across the region in various ways and we have paid particular attention lo the most vulnerable in our society and we have achieved this in one of the most difficutt periods in our history and many of our funders continue to face their own challenges as they suffer from the same economic headwinds as Citizens Advi￿. Work has continued throughout the year on bedding down the merged organisation completed in 2023 and this is enabling us to focus our ServI￿S to help as many dients as possible. I musl ad(novAedge the tremendous work and commitment frorn our staff and volunteers and the Trustee Board and l are extremely grateful for the work they have done on behalf of CAVVNAC. They have and continue to have a significant impact in our community. Speual mention should be made of the ex￿lIent leadership of our Chief Executive, Pat Coomber-wood and her leadership team. David Maloney Page 1

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 The trustees who are also directors of the charity for the purposes of the Companies Act 2006, present their report with the financial statements of the charity for the year ended 31 st March 2024. The trustees have adopted the provisions of Accounting and Reporting by Charities.. Statement of RecDmmended Practice applicable to charities preparing their accounts in accordance with the Finanaal Reporbng Standard applicable in the UK and Republic of Ireland IFRS 1021 leffective 1 January 20191. We have pleasure in presenting ourAnnual Report and the audited financial statements forthe year ended 31 March 2024. OBJECTIVES. AIMS AND ACTNMES Founded in 1965, we are a local charity which has been providing quality advi￿ and support in our community for over 50 years. Our objective is to help people find a way forward by providing advi￿ and support, and by campaigning on big issues that affect people's lives. Combining the expertise and o)mmitment of 311 volunteer5, 60 staff and 8 trustee5, we aim to provide free, independent, confidential, and impartial advice lo everyone on their nghts and responsibilities and deliver servi￿5 and projects that meet local needs. Operating in the areas of North Oxfordshire and West Northamptonshire,. we have offi￿$ in Northampton, Davenlry, Banbury and Bi￿ster. We also work in various outreach venues. We built on the piloted Advi￿ Hub" model and launched new Community Help and Infomiation Points ICHIPs} in many key community locations including in food banks, religious venues, libraries and communrty centres. We are a member of the Citizens Advi￿ charity netsvork which comprises a netsvot1( of 280 local Citizens Advi￿, all of which are independent charities, the Crtizens Advi￿ consumer Servi￿ and the national charity Crtizens Advice. This year advi￿ ServI￿S were delivered from the 280 local Citizens Advi￿ offi￿S and over 3300 outreach community locations in England and Wales by nearly 8700 paid staff and 18,500 volunteers. We are grateful to the followng funders for their new or continued support over this year. - West Northamptonshire Council - Advi￿ Servi Cherwell District Coun￿1 Advi￿ Service, Volunteer Conneci, Volunteer Driver Service, Move Together and Connectl digital indusion project. Oxfordshire County Council Contain Outbreak Management Fund ICOMFI to support Vulnerab￿ groups and targeted community interventions. BI￿ster Town Council - Advi￿ Servi￿ and Volunteer Driver Servi￿. Kidlington Parish Council - Advice service. Public Health Oxfordshire - Benefits in Pla￿ advi￿ Servi￿ to Primary Care National Citizens Advi￿ - Increasing Caparyty projecls. Cherwell Councillor Prionty Funds- Volunteer Driver Servi - Trussell Trust- referral hub to provide advi￿ and support for Trussell Trust Food Bank users SOFEA Getting Oxfordshire Online - Connectl digital indusion project Henry Smith Charrty National Lottery - Southem Gas Network South Central Ambulance servi￿ non*ssential hospital appointrnent transport delivered by volunteer driver West Northamptonshire Counal - Advice Servi Che￿ell District Council Advi￿ se￿ICe, Volunteer Connect. Volunteer Driver Se￿1￿, Move Together and Connectl digi181 indusion pmjecL Oxfordshire County Counal Contain Outbreak Management Fund ICOMFI lo support vulnerable groups and targeted community interventions. Bicesler Town Council - Advice Servi￿ and Volunteer Driver Service. Kidlington Parish Council - Advice servi￿. Public Health Oxfordshire - Benefits in Pla￿ advi￿ Servi￿ to Primary Care National Cib'zens Advice - Increasing Capacity projects. Cherwell Councillor Priority Funds- Volunleer Driver Servi - Trussell Trust- referral hub to provide advi￿ and support for Trussell Trust Food Bank users SOFEA Getting Oxfordshire Online - Connectl digital indusion project Henry Smith Charity National Lottery - Southem Gas Ne￿ork - South Central Ambulan￿ SerVi￿- non-essential hospital appointment transport delivered by volunteer drivers Page 2

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 We are equally grateful to all those who have engaged in communty fundraising or kindly made donations to the Charity, whether large or small. We seek to achieve our objectives by engaging in the followng activities and projects. Core Adviee Serrfices Our prinrypal activity is to provide free advi￿ lo everyone on their rights and responsibilities regarding benefit5, work, debt and money, consumer issues, housing, family. law and courts, immigrab'on, health, and more. Our 8dvice is pmvided through muhiple channels," clients can self help using our up to date and quality assured national advi￿ website for England and Wales which contsins informalion and guidan￿ regarding 9 key advi￿ topics,. benefits, work, debt and money. consumer, housing, family, law and courts, immigration and health. The national Citizens Advi website's advi￿ pages had 64,480,763 visits. In Cherwell there were a total of 112,050 visits from 76,967 devi￿8 and in South Northamptonshire 75,326 visits from 69,998 devi￿5. We also host a local website wth 10t￿1 information and links to the other ServI￿S we offer www.cawnac.org.uk as well as a joint website with the 3 other Oxfordshire local Citizens Advice www.caox.org.uk. Our advisers provide advice on the telephone, by email, web chal. and through fa￿-1￿face consultations. We run a Debl and Money Advice Setvice in che￿ell, funded by Chetwell District Counal, which provides support to Chemell residents lo maximise income, redu￿ debt and improve their money management skills. We run a furtheradvice Servi￿ for residents of Vvest Northamplonshire in partnership with Northamplonshire Community Law servi￿ which is fvnded by West Northamptonshire Counal. Our Advisers lone of our volunteer roles) understand that one problem is often the cause or result of another, so they look at a client's situation holistically rather than as a single issue. This way, potential problems can be identified early or pre- empted, which helps to prevent them from escalating into more serious issues. For a dient struggling with unmanageable debt, our priorities are to preseTve their home, fuel supplies and libety, to make them aware of their rights and responsibilities, and to help them make informed choices about how they deal with their debt problem. Benefits in Place Benefits in Place, funded by Public Heahh, buiK on 18 years ofdelivery to widen ivs scope as a county-wide Servi￿ delivery model. Providing benefits advi￿ to people suffering from a long temi health condition or disability, many of the dients live in areas of greatest deprivation. Not only can Primary Care stafflGPs refer dients but other advi￿ partners and food bank stsff ean do so also. Towcester Food Bank We worked with Tow￿$ter Food bank to prowde their Servi￿ users th money advi￿. This much valued service helped many clients who were in real crisis lo stsbilise their finanaal situation. We helped 128 people and achieved financial gains for them totalling £196,707 Oxfordshire Trussell Trust Wotking in partnership wth 2 other Citizens Advice offices in Oxfordshire, we delivered a county-wide Servi￿ for users of all Oxfordshire Trussell Trust food banks. We worked wrth Banbury and Bi(xter Food banks to provide their service users with money advi￿. This much valued Servi￿ helped many dients who were in real crisis lo stabilise their financial situation. We helped 260 people and achieved financial gains for them totalling £89,828. Oxford5hire County Council Money Advice Wot*ing with the other 3 local Cibzens A(1Vi￿ offices in Oxfordshire. we re￿Ived funding from Oxfordshire County Counol to increase the capaoty for debl advi￿ in the county- Debt advi￿ can only be delivered if an Offi￿ is regulated by the Financial Conduct Authority and il is slridy regulated. Our debt casewoTk supported 82 addib.onal clients, achieving financial gains of £56,462. Thames Water Working with Citizens Advi￿ Buckinghamshire, we were funded by THames Water lo provide debt advi￿ to their customers, thereby helping them manage their water bills. This projed was new this year and 20 clients were being helped at year end. Page 3

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 Empowered for Lrfe Lottery funding enabled debt and benefits advi￿ to be delivered lo residents in Daventry faang mental health issues or blindness. This Servi￿ supported 240 dients, achieving financial gains of £618,994 Henry Srnith "lrnproving Lives- Funding from the Henry Smith charity provided a Benefits casewor1(er in the Daventry area. 203 clients benefitted from gains lolalling £602,202 Energy Matters Our specialist energy support Servi￿ helps dients a￿$$ energy advi￿, as well as support such as a￿Ssing home improvement grants, receiving Energy vouchers and re￿ivIng free electric blankets and carbon monoxide monitors. Funded by Southem Gas Network and Energy Redress this year, Energy Matters helped 141 dienls gain £93,608. Volunteer Connect This is a project, funded by Cherwell District Council, in whith we aim to develop cornmunty connectedness and because volunteering is benefiaal for communities and in turn, sooety. The service aims to encourage local residents lo become volunteers. It increases community engagement. supports the development of vibrant non-profit organisations in the local area, and helps people use volunteering as a pathway into paid wot1(. In this project we collaborate wth voluntary organisations, employers, and Indiv￿ua1s. Volunteer Connect pla￿ 151 volunteers, who volunteered 8476 hours in Cherwell not-for-profil organisalions Volunteer Driver Service Cherwell District Council also funds our much valued Volunteer Driver SetV1￿ IVDSI in which volunteer drivers transport residents to medical appointments, non-urgent hospital appointments, and soaal engagements. This serviee brings multiple benefits for the health, wellbeing, and social indusion of those who have little or no att￿ss lo public transport as well as volunteer drivers, most of whom are retired people. Examples of non-urgent hospital appointments indude dialysis and radiotherapy. The VDS is also an income-generating activity- For some passenger journeys we re￿1ve money from the South-central Ambulan￿ servi￿ ISCASI which uses our volunteer drivers lo transport patr.enls who do not require speaalisl ambulan services. For non-hospital joumeys, passengers pay a mileage fee direcuy to the driver to cover the drivels costs, but at a significant saving for them over the cosl of olher fornis of transport. 11 is fair to say that many of our passengers do not have the finanual means lo lake taxis and were il not for the VDS they would have difficurty getting to their destination al Volunteer Driver servi￿ had 113 actwe driver5 at year end. 1168 active passengers and had completed 6346 joumeys. Our Advice Delivery Channels We offer our advi￿ through a wide and growing range of channels including online self-help (fact sheets, advice podcasts, budgeting tools, debt management tools and self-help guides), email advi￿, telephone, fa￿-t￿face discussion, outreach sessions, drop-in community advi￿ hubs (such as libraries, GP surgeries, day ￿ntreS and food banks), and home visits. The graph below shows the thange in how dients first contact us, from 2020r21 Ilod(down yearl to this year. A decrease in client numbers is because dients come to us wth more complex problems, requiring more reSoUr￿S tan previously to rectify. Page 4

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 20W1 • 2021.￿ • 2022.23 • 20￿24 Our Clients We help some of the most vulnerable people in soaety.. this year 12.￿ of our clients had a disability and 41 /0 a long-leThn health condtiion ILTHCI. We help all ages: 2.28°A of clients were 24 or under. 51.3% between 25 and 59 & 46.42°A were 60 or over. We provide our advice ServI￿S on a free, confidential. and impartial basis and we believe that our clients appreryate the work that we do. Client quotes "The person who saw my wfe and I was very professional and polrte. Understood our cOn￿rnS and dealt with our probleml It was all sorted in a few days after months ofw)rry. Very many thanks." "Your support means so much more than you could ever know and that's why this brings more thanks to you than any words can show. Blessedl" "I found that I do get a lot of anxiety and stress and depression, and to know if I have any problems or worries I know l (zn always go to Citizens Advi￿. I find they are very helpful and neverjudge you. Without them I don t know how I would cope being on my own, it's difficult to know where to go in time of need" "I want say thank you so much, for all help and advice, all working people for crtizens advi￿ are absolutely amazing, and working hard for other people with huge understanding and heart. thank you all .... straight from my heart" Our People In total, we have 311 volunteers. They are made up as follows.. Governance Trustees Advice Service Connectl Digitsl Inclusion Project Social Prescribing Service Volunteer Driver Serrfice 77 59 165 We have 26 full-time staff and 34 part-time staff. ACHIEVEMENTS AND PERFORMANCE Our wot* in 2023124 had value to so(iety far in eX￿s$ of our funding. It's impossible to put a financial value on everything we do, bul where we can, we have. We've used a Treasury-approved model lo do this. Our value lo our community this year was Local authority- by preventing homelessness and housing evictions & rnentsl health services Savings to local authority total (fiscal value} £254,987 Savings to local authority total (Council tax Arrears repayment scheduled) £19,382 Page 5

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 NHS - by reducing use of mental health and GP serviees, and keeping people in work Reducing use of health ServI￿S Keeping people in wo Tol81 saving to NHS £503,228 £81,310 £584,538 other government deparlments Department of Work and Pensions Iby keeping peop￿ in work) Criminal Justi￿ System (by preventing housing evictions and homele55ness) £1,273,854 £27,549 Value of fiscal benefit providing advice to debt clients To181 of Value of Advice (fiscal benefits) £938,603 Wider economic and social benefits Public value of improving clients, wellbeing {emotional wellbeing, family This year 16,199 unique dients used our various servi(Es. £19,337,949 In the Advice servi￿ we supported 13.336 clients to address 25,533 issues that were causing them difficulties. To help resolve their problems we carried out 21,745 aCtiv￿e5. Helping people to understand the soual benefits system aThJ making claims is our largest area of enquiry, accounting for 340/0 of our work this year. The next biggest area of advi￿ this year was Finanaal Capability at 120/0 followed by Housing 19 /0) and Debt18 /01. Technology Initiatives This year, we have buitt on the progress made in previous year5 by leveraging technology to enhan￿ service delivery, aC￿Ssibl11ty, and operational effiaency. We continue to see the benefits of our bespoke software for the Volunteer Driver SeNice, which has streamlined bookings and improved communication between drivers and dients. Additionally, we have expanded our use of soaal media, not only lo raise awareness about advi￿ issues but also to recruit volunteers. promote Servi￿$, and engage wth local communities more effectively. Our telephony system, now fully transrtioned to an lntemet￿aSed platfomi (VOIPI, has proven invaluable in supporting flexible working arrangements. This technology has enabled seamless hybrid and remote working, parbcularly as we adjusted to changes such as reduang our Banbury venue to save costs. Looking ahead, we are exploring additional digital tools to improve client engagement, streamline administrative processes, and further support our staff and volunteers in delivering high-quality servi￿. Efficiency Initiatives This year, the focus on efficiency has become even more critical as we fa￿ escalating costs driven by extemal inlemab'onal political factors and local so￿al challenges, induding the ongoing cost-of-living crisis. With limited opportunities for further savings through cost-cutting or other means, and reSoU￿S already stretched thin, we have prioritized strategic initiatives lo safeguard our service delivery. The most significant development has been constructive discussions wilh neighbouring Local Cilvzens Advice charities ILCASI to address the duplication of governance and management prO￿$se5. By exploring partnerships or mergers, we aim to streamline these responsibilities, reducing Unn￿SSary ovetheads and freeing up resour(*s to enhance frontline servI￿s, where they directly benefit clients. This approach not only improves effiaency but also allows us to maximise the impact of our limited resources during these challenging times. As a result of these efforts, three local Citizens Advice charities £itizens Advice North Oxfordshire and Chetwell, Central and East Northamptonshire Citizens Advi￿ Bureau, and Cttizens Advi￿ Daventry and Dislrict-successfully merged to fomi Citizens Advice West Northamptonshire and Cherwell. This merger demonslrales a strategic commitment to collaboration, creating a stronger, more resilient organisation better equipped to meet client needs. Additionally, the hybrid and home working model introdu{￿d last year for project and support staff has continued to deliver notable cost savings. However, opportunities for signifi(xnt savings through further operational adjustments are increasingly limited, reinforcing the Importan￿ of collaboratwe approaches like mergers to secure the sustainability of our services. VOLUNTEERS Our volunteers are a diverse group of individuals from the local community, with an age range from 16 Itaken on through a student pla￿rnent scheme) to our eldest volunteer, who is 83. Volunleers stsy wth us for an average of years, though many have a longer tenure, with our longest-serving volunteer having been wth us for over 16 years. Page 6

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 Our volunteers share a common goal." to make a positive differen￿ in their local area. They embody our values and are committed to providing the advi￿ people need to overcome the challenges they face. Local Citizens Advie£ are learning environments, and volunteering with us offers the opportunity to develop skills that are valued by employers. Many of our paid staff began as volunteers, and in 2023124, three of our volunteers transitioned into paid roles within the organisation. Volunteer Roles In our Advi￿ Servi￿, we have six core types of volunteer roles.. R￿ptioniSts. Assessors, Advisors, Supervisors, Digitsl Advice Coaches, and Community First Aiders. Receptionists Re￿ptiOnISts are the first point of contact for dients. ensuring they feel welcome and are treated wth sensitivity and in line with our procedures. They bring strong communication, organizational, and IT skills, alongside an awareness of vulnerable clients, needs and the importance of confidentiality. Training for this role is approximately 20 hours. induding an online assessment and leaming to use our client record database, Casebook. Assessor5 Assessors perfom initial explorations of dieTrts' arUJmStan￿, offering infomiation from our public website and recording details in Casebook. This role may be carried out fa￿-tO-fa￿ or over the phone. Training for Assessors invofves around 30 hours of leaming, focusing on helping clients identify solutsons lo their problems and using our extensive information database. Advisors Advisors provide in-depth advice to clients, either fa￿4cpfa￿, by phone, or via email. They use national resou￿5 to help clients and inform organizations aboLrt the impact of poliaes on people's lives. Advisors also ensure accurate session records in Casebook. This role involves around 30 hours of additional training beyond the Assessor ro￿, blending dassroom teaching, online learning, and practical sessions. Supervisors Supervisors oversee advi￿ sessions, providing support to Assessors, Advisors, and Re￿ptioniSts. They manage dient appointments, referrals, and authorizations le.g.. food vouchers). This role requires significant experien￿, with additional training of around 20 hours. Digital Advice Coaches This role supports clients needing self-help using the national advice website. Digital Advice Coaches work in community venues, such as libraries and community hubs, providing infomiation and assistan￿ to prpvenl issues from escalating. They also help clients a￿sS AdviceLine or arrange appointments wth advisors. This role requires less training and allows volunteers to work shorter, Ilexible hours, making it attractive to those seeking a more adaptable volunteering opportunity- Community First Aiders {new role} Community First Aiders focus on eady inteNention by raising awareness, swJnposting, and providing infomiats'on in community settings such as libraries, health ￿nters, sthools. and local events. They aim to empower individuals lo address potential problems eady, reduung the need for more complex advi￿ later. Community First Aiders build relationships wth local groups, distribute resources, and hold infomial awareness-raising sessions on key issues such as financial capability, energy efficiency, and understanding benefits enliuements. This role requires strong communication skills, enthusiasm for community engagement, and approximately 20 hours of training, including sessions on lo￿1 servI￿s, signposting techniques. and dienl safeguarding. Other Volunteer Roles Beyond our core advi￿ service. we offer various volunteenng opportunities. such as drivers for our Volunteer Driver Service, which now has 121 drivers. These drivers provide invaluable support to our community, often expressing great pride in their contribution". "As a volunteer, I can choose to do as many or as fewjoumeys as I wsh, knowing that each one is appreaated by the passenger." "I believe one of the most important things you can give is your time. It costs nothing but is worth everything." "I feel l am doing something worthwhile and n￿ded., We value the dedication and commitment of all our volunteers. who enable u5 to meet the ever*volving needs of our community. Page 7

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 FUTURE PLANS Meet client needs To meet the evolving needs of our clients and commissioners. Our core competen(£ is the provision of high quality, impartial advi￿ servI￿s. We will proactively engage wth and continuously tailor our advi￿ serVI￿S to the evolving needs of our dients, commissioners, and the private sector organisations with whom we wort(. We will identify and address the needs of our h)cal communities through an effective Research and Campaigns programme. Financial stsbility The cost of living crisis is making it increasingly harder to secure Grant funding and is putting even greater pressure on funding we receive through local authorities. Whilst we wll (x)ntinue to look for Grant funding we recognise that we need lo focus on larger funding streams that are more sustainable. This may require that we review the way we deliver our services in order lo be compelrtive for these fomis of fvnding, as well as ensuring every effiaency in the delivery of serVI￿S that is possible, in particular using technology to the fullest benefft whilst ensuring that this does not exdude the most vulnerable clients in our community. Advice Qualty To meet the needs of all dients by ensuring equality of a￿55 to the service. Our focus will remain on providing high-quality advi￿ servi￿5 to individuals and groups in the community, on delivering community projects, on challenging dis¢ximinalion, promoting equality, and valuing diversity. We will market and raise the profile of the setvice to ensure that we reach all people, particulatly those who are not aware of or do not realise that they can use the servi￿. Collaboration To work collaboratively with others. We will extend the reach of our ServI￿S by forging closer working partnerships vthh neighbouring members of the Citizens Advi￿ netwo￿. We will extend our range by partnering wth public and private sector bodies to meet novel requirements for advi￿ ServI￿S both locally and further afield. Team development To develop the people who deliver the servi￿. We will continue to rely on a growng volunteer workfor￿, management and leadership provided by a limited number of full- and part-time employees. We wll use volunteers for a wider range of aciwities and provide appropriate training for these roles. Efficiency To use our infrastructure and reSoU￿S effectively and efficiently. We will deploy our resour￿$, staff, IT, accommodat"on, and transport infrastructures to maximise service delivery, and aim to achieve year-on-year reductions in our fixed costs. Premises Followng the merger of three Local Cilizens Advi￿ organizations in August 2023, we now operate from six rented venues. We are reviewing the use of these venues to ensure they provide the best value for money while effedively meeting dient needs. Alongside these fixed locations, we are continuing lo expand our Community Advi￿ Hubs and deliver advice se￿I￿S at community ￿nter5, which we access at no cost. This approach allows us to engage clients in familiar spa￿S they already frequent, supporting our eady intervention strategy to address issues before they escalate. Community Advice Hubs We continue to expand our initiative of Community Advice Hubs in various community settings - community centres, faith gmups, food banks, libraries etc, which gives people using those venues a￿esS to an on-hand volunteer la Community Advice First Aiderl, lo self help and find solutions to their problems. The Community Advi￿ First Aiders can help the client lo find trusted sources of online infomalion among the plethora of misinfomiation on the intemel. This has multiple benefits.. rt makes good use of existing local reSoUr￿S to help people find a way forward," it is a community-based, face-to-fai￿ drop- in service in a wder number of venues making the Servi￿ more a￿SSIble,. and, where situations are more complex, the Community Advi￿ First Aiders can refer the dient seamlessly to our specialist Advi￿ Setvice for further assistan￿. Digital Marketing and Profile Raising We continue to maintain our presence on social and mainstream media and now have regular posts on various social media siles such as Twitter, Fa￿boOk, TikTock and Instsgram. We are wotl(ing in partnership with neighbouring Oxfordshire local Citizens Advi(£ offices to maintain a collaborab've and consistent media presence on BBC Radio Oxford and Oxford Mail online. other examples of plans we are implementing to achieve our goals indude.. - to increase diversity in our staff and dient base - to develop more non-tradrtional volunteering roles such as o)mmunity advice first aiders and community fvndraisers Page 8

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 - To develop 8 relab'onship with the Chamber of Commerce to raise corporate awareness of our ServI￿S to continue to develop our use of soeAal media to engage younger dients and volunteers to progress funding diversification through ino)rne generatsng servI￿s, and community fundraising and seeking a wider range of grant income. FINANCIAL REVIEW We received £1,826,921 12023." combined organisation £1,020,824) for the year in grants, funds, and donations. Of this £983,138 was received for restricted projects. This financial year resulted in a surplus of £136.709, followng the merger. Our total funds held at the year end were £694,476. Reserves Policy We have set aside a designated reserve fvnd of £157,525 which comprises a £75,000 {2023.. 75,0001 reserve for future pension liabilities, and a £72,52512023'. £72,525) reserve to cover costs payable in the event of staff redundanaes. To enable the Charity to remain stable upon the Occurren￿ of an unforeseen event such as. for example, a delay in the re￿Ipl of expected funds, we have established a policy that free reserves should be al least equal lo 3 months of fvture budgeted expenses. Currently free reserves are £514.411. We believe that the Charity is currendy funded adequately to achieve its objectives, arthough we recognise that the economic situation is likely lo put pressure on ￿ndIng from local authorities. We expect, therefore, to have to use resetve funds lo meet any future shortfall. The auditors, Cheney & Co, have issued a qualified opinion statement. This is due to the comparative data for the period lo the 31st Marth 2023 not ￿Ing audited. Followng a merger behveen Citvzens Advi￿ North Oxfordshire and South Northamptonshire, Central and East Northamptonshire Citizens Advi￿ Bureau and Citizens Advic£ Daventry and District during the penod 31 sl March 2024, this resulted in increased lumover and therefore required an audit under the Charities Act2011. MAJOR RISKS To manage and mitigate risk, the trustees have developed a Risk Management Strategy, which is reviewed and approved annually. This indudes an annual risk assessrnent and the maintenance of a Risk Register, which is reviewed at each board meeting. The major risks identified, and the Steps being taken to manage them. are listed below_ Devolulion Pmposals for local auihority reform in Oxfordshire, alongside the restructuring seen elsewhere {e.g., Northamplonshire's transition lo unitary authorities), bring Un￿rtaInty to the charity's funding and partnership landscape. This has the potential lo impact future funding streams, particularfy where local govemment budgets are under pressure. To mitigate these risks, we have established strong links within relevant ne￿rks, enabling us to receive timely updates and participate in consultations. We maintain direct communication with councillors and Offi￿rS at county and dislnct levels and regulady engage in S￿nariO planning wlh other Citizens Advi￿ servI￿s. Core Contracts with Local Authorities Up for Recommissioning The core contract wlh Cherwell District Counal was recommissioned in January 2022 with a 15% funding reduction. This contract will be recommissioned again in 2024. In addition, changes to the partnership behveen Chetwell District Council and Oxfordshire County Counal, coupled wrth ongoing pressures on local authority budgets, may affect the scope offuture Servi￿ commissioning. We mitigate these risks through strong senior management engagement with commissioners, high-quality contract monitoring, and consistent delivery of perforniance outcomes. Competition Competition for funding continues to inlensify, with other chartties and private-sector providers competing for similar nding streams. To manage this, we focus on developing partnerships and collaboration with other organisations. A strategic business plan underpins our approach to stskeholder management and competitor analysis, ensuring we remain well-infomied and proactive. Page 9

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 Income Diversification In response to funding challenges, we have diversified our income by developing services that meet emerging needs. This includes securing health funding for social prescribing activrties, delivering a volunteer driver project for the ambulance servi￿, and explonng opportunities to expand into prisons and poli￿ servI￿s. We maintain strong relationships with local and county councils to align servicEs with local pnoritses and funding opportunities. Operational Adjustrnents to Meet Client Needs Over the past year, our advi￿ serVI￿S have remained highly active, wth an emphasis on digital and telephone channels. To support clients who cannot access these channels, we have expanded face-tO-fa(£ services at our venues in Banbury and BI￿ster and established advi￿ hubs at local food banks as ￿￿11 as various other cornmunrty ￿￿treS in Cherwell and West Northamptonshire. We continue to deliver projects suth as the Energy Redress Scheme, regulated by Ofgem and administered by the Energy Saving Trust. This includes energy advi￿ and finanoal support in the fomi of energy vouthers. Our Volunteer Connect se￿1￿ supports local organisations by encouraging volunteering through targeted social media campaigns and outreach efft)rts. RESEARCH AND CAMPAIGNS What is it and why we do it Research and Campaigns IR&CI is one of the aims of our servi￿. It aims to improve the policies and practices that affect people's lives. As a service we have a huge amount of insight and data about the problems our clients and their wider communities face. Through R&C we use this insight lo.. help us research issues further develop our pra￿1￿ to be able to help our dients in a changing world Influen￿ decision makers to change policies and praCtI￿S campaign to get decision makers to change poliaes and practi￿. Recent Campaigns The campaigns we engaged in during this period includes.. Electoral Boundaries list of postcodes (Electoral Boundary wards) induded in our area. - There was a focus on vulnerable dients and ft)rced prepayment meter installations Quantifying foodbank outcomes. - Video re(x)rding on the cost of living crisis that year and recording was made - a joint project with ￿UnCIl - Closer working relationship with DWP and local authority key Workers Campaign on increasing Iraveller community support Energy Iwami home discounts, etcl, Scams (tend to be ongoing). The biggest Research project we were involved in was the Netwoth Rail research on preventing suicide at raI￿aY stations. We were able to cOntrib￿e a lot of biographical and soryo-economic data to contribute lo that. other R&C work 1 Making dients aware of scam energy saving schemes and devi 2. Using Social Media and Lo￿1 radio lo get our message more widespread. 3. Research on the effects in our region of the 'Cost of living crisis, in our region 4. Working alongside and with the Trussell Trust by having advisers at food bank 5. Establishing support for clients who suffer mentsl healih issues as a result of131 6. Participated in the national Citizens Advi￿ campaign lo engage MPS about the Cost of Living ￿lS15 COLLABORATORS We collaborate with a wide range of organisalions, groups. and forums induding.. Nation81 Citizens Advi￿, the umbrella body for the networf( of local Citizens Advi￿. Citizens Advi￿ Oxfordshire ICAOXI, a collaboration of Oxfordshire local Citriens Advi￿ tharilies. CA Northamptonshire, an infomial collaborats.on of the Northamptonshire local Citizens Advi￿ charities. - CA W8rwickshire wth whom we partnered to deliver a project to increase telephone advi￿. Oxfordshire Volunteer Centres, working in collaboration Oxfordshire Community and Voluntary A(Aion IOCVAI and Wlney Volunteer Link Up. - West Northamptonshire Volunteer Centres - act as a representative on the board of Daventy Volunteer Centre. Brighter Futures in Banbury, a steering group consisting of representatives from Che￿ell District Council and local Servi￿ providers who work to address the issues of deprivation in Banbury. - Cherwell Local Strategic Partnership Board which brings together local public, pnvate and voluntary organisations deliver the objectives detsiled in the Cherwell Sustainable Community Strategy-. 'Our district, our future.. to Page 10

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 South East Soaal Prescribing Regional Network which brings together health professionals, researchers, academics, soaal prescribing prath'tioners, representatives from the community and voluntary sectors, commissioners and funders, patients, and atrzens. The objective is to share knovAedge and besl practi￿, to support soual prescribing at both local and national levels. and to infom good quality research and evaluation. Oxfordshire Social Prescribing Leads Forum, a group that brings together soaal prescribing delivery organis8tions to collaborate and share good practice. Adult Soual Care Transformation Group, a working group of Oxfonl County CouncTI staff and 3 Voluntary, Community and Social Enterprise IVCSE} organisations. This group seeks to better understand our communities, define how we can support them to be more resilient and to live independently, and identify priorib'es for change in related services. Getting Oxfordshire Online - a partnership of four VCSE providers wort(ing together to address digital exdusion. Buckinghamshire Oxfordshire and Berkshire Integrated Care Systems VCSE Alliance. Connect Northamptonshire- Integrated Care Systems VCSE Allian￿. Northamptonshire VCSE Advi￿ Thematic a group of advi￿ providers collaborating on delivering ServI￿S lo meet the needs of Northamptonshire residents. Wesl Northamptonshire Homelessness Forum run by the counol it works to prevent local homelessness bringing together organisations and individuals that provide support and solutions for households experiencing lor at risk onhomelessness or rough sleeping. Northants VCSE Assembly Board uniting Northamptonshire's VCSE secior, amplifying communrty voices, tackling inequalrties, fostering collaboration, and driving change through indusivity and lived experien￿ to strengthen coordination and advocacy across the county. STRUCTURE. GOVERNANCE AND MANAGEMENT Governing Document Citizens Advi￿ North Oxfordshire and South Northamptonshire is a registered charity and a company limited by guarantee, incorporated on 15th September 1999 and registered as a charity on 7 March 2000. Pursuant to a resolution of the members al a general meeting held on 31 August 2023, Citvzens Advice North Oxfordshire and South Northamptonshire changed its name to Citrzens Advi￿ West Northants & CheTh¥ell. The company was established under a Memorandum of Assoaation which established its objects and powers, and it is governed by its Artides ofAssociation. In the event ofthe company being wound up, the maximum liability ofeach member is limited to one pound. Recruitrnent and Appoinlrnent of Trustees The trustees of the Chanly are also directors of the company for the purpose of company law. The maximum number of trustees is 15 and the minimum is 3. Trustees are either elected at the AGM (to a maximum of 10} or may be co-opted by the board (to a maximum of one-third of the total number of Injstees). Induction of Trustees Newly appointed trustees are provKled wtth a comprehensive induction to the Charity through the provision of an induction pad( and appropriate training. Organisational Structure The Charity is governed by its Trustee Board, which is responsible for setting the strategic direction of the organisation and ils policies. The trustees cary the ultimale responsibility for the conduct of the Charity and for ensuring that it satisfies ils legal and contractual obligations. Tnjslees meet at a minimum quarterfy and delegate the day-to-day operation of the organisation to the Chief Executive O[ri￿r. A register of members, interests is maintained at the registered office and is available to the public. Managemenl Remuneration Remuneration is reviewed annually by the Human Resour￿ and Equality Sub£ommittee and proposals are put to the board for approval. The HR&E Sub-committee has estsblished a job evaluation policy and related procedures to place staff posts within a local pay structure. Roles are evaluated against 8 fa(Aors to establish the appropriate pay scale, with supervisory and managerial roles allocated by points to grades 5 - 9. Pay comparisons are made on an ad hoc basis to monitor that local pay sc81es remain appropriate when compared wth the public sector and the local employment market. The rate of pay forthe Chief Executs"ve Offi￿r is deternined by the board followng pay comparisons from National CilEens Advice. National Citizens Advice The Charity is a member of Citizens Advi￿, the operating name of the National Assoaalion of Citizens Advi￿ Bureaux, which provides a framework for standards of advice and casewot1( management as well as monitoring progress against these standards. Operating poliryes are independently determined by the truslees to fulfil the Charity's objectives and comply with national membership requirements. Page 11

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 Investment Policy As required in its Artides of Associatson paragraph 3.19, to promote its objects but not for any other purpose, the Charrty has the power to invest or deposit funds in any lawful manner whilst having regard to the suitability of investments and the need for diversification. ststement of Intemal Control The trustees oversee the infomation securty of processed personal infom)ation of clients, staff, funders, and strategic partners. They hold joint responsibility forclient dala thal is held in ourcase-management system, with the National Cib'zens Advi￿ Servi￿. An inf0miati0n-assuran￿ managemenl team exists to ensure that the confidentiality, integrity, and availability of personal and sensitive data is maintained to a level compliant with the requirements of the General Dats Protection Regulation and Data Protection Act 2018. REFERENCE AND ADMINISTRATIVE DETAILS Charity Name.. Charity Registration.. Company Registration.. Registered offi￿.. Chief Executive.. Bank.. Auditors.. Cttizens Advice West Northamptonshire and Cherwell 1079719 3842133 The Abbey, Market Square. Daventy. West Northants NN114XG Pat Coomber-WocMJ Bardays Bank, 32 Bridge St, Banbury OX16 8PS Cheney & Co Chartered Accnuntsnts Trustees.. Trustee name Office lif any) Dates acled Appointed 0711212018, Chair from Dec 2020, Resigned 3110312024 Appointed 0910612022, Chair from 31103r2024 Appointed 3110812021, Treasurer from Jan 2022, Resigned 3110812023 Appointed 3110812023, Resigned 31107r2024 Appointed 0610912018 Appointed 0410812017, Resigned 31108r2023 Appointed 0711212023 Appointed 0210312023 Appointed 3110812023 Appointed 3110812023 Appointed 3110812023 Appointed 3110812023 Appointed 3110812023 Appointed 3110812023 an Buchanan Chair David Maloney Chair Savy Sondhi Treasurer Stephen Hupfield Inegmar Hunnings Treasurer Gill Crowther Ashley Ritchie Julie Baker John Donovan William Yule Peter Matten Dinesh Kotecha Rosalind Humphreys Sharon Stringer STRATEGIC REPORT STRUCTURE, GOVERNANCE AND MANAGEMENT Governing document The charity is controlled by its governing document, a deed of trust. and constitutes a limited company, limited by guarantee, as defined by the Companies Act 20(￿. REFERENCE AND ADMINISTRATIVE DETAILS See above for full details. STATEMENT OF TRUSTEES. RESPONSIBILITIES The trustees Iwho are also the directors of Citizens Advice West Northamptonshire and Cherwell Ltd for the purposes of company law} are responsible for preparing the Annual Report and the financial slalements in accordan￿ with applicab law and United Kingdom Accounting Standards (United lQ"ngdom Generally AC￿pIed Accounting Practi￿1. Page 12

Citizens Advice West Northam and Cherwell Ltd tonshire Re ort of the Trustees for the earended 31st March 2024 STATEMENT OF TRUSTEES. RESPONSIBILITIES - continued Company law reqUI￿S the trustees to prepare financial statements for each financial year which give a true and fair view of the s18te of affairs of the charitable company and of the incoming reSoU￿S and application of resou￿8, including the income and expendrture, of the charitable cornpany for that period. In preparing those financial statements, the trustees are required to select suitable accounting policies and then apply them consistently., observe the methods and principles in the Charity SORP". make judgements and estimates that are reasonable and prudent., state whether applicable a(thunting standards have been followed, subject to any material departures disclosed and explained in the financial statements", prepare the financial statements on the going ￿n￿rn basis unless it is inappropriate to presume that the charitable company will continue in business. The trustees are responsible for keeping proper accounting records which disdose wlh reasonable accuracy al any time the financial position of the charitable company and to enable them to ensure that the finanaal statements comply with the Companies Act 2006. They are also responsible for safeguarding the a55ets of the charitable company and hen￿ for taking reasonable steps for the prevents.on and detection of fraud and other irregularrties. In so far as the trustees are aware-. there is no relevant audit information of which the charrtable company's audrtors are unaware,. and the trustees have taken all steps that they ought to have taken to make themselves aware of any relevant audit information and to establish that the auditors are aware of that infomiation. AUDITORS The auditors, Cheney & Co, wll be proposed for re-appointment at the forthcoming Annual General Meeting. Report of the trustees, incorporating a strategic report. approved by order of the board of trustees, as the company directors, on 20th March 2025. and signed on the board's behalf by.. D. Maloney-Trustee Page 13

Re ort of the Inde ndent Auditors to the Trustees of Citizens Advice West Northam nshire and Cher•vell Ltd Opinion We have audited the financial statements of Citizens Advi￿ West Northamptonshire and Chetwell Ltd Ilhe 'charilable company'l for the year ended 31st March 2024 which comprise the Statement of Financial Activities, the Balance SheeL the Cash Flow Statement and notes lo the finanaal statements, induding a summary of significant accounting policies. The finanual reporting framework that has been applied in their preparation is applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practi￿1. In our opinion, except for the effects of the matter described in the Basis for qualified opinion section ,the finanaal statements.. -give a true and fair view of the slate of the charitable companies affairs as at 31 st Marth 2024 and of ils profit for the year then ended., - have been properly prepared in accordan￿ wth United lfjngdom Generally A￿epted A(￿UntIng Practic£", and -have been prepared in accordance with the requirerrEnts ofthe Companies Act 2006. Basis of qualified opinion We conducted our audit in accordan￿ with Intemational Stsndards on Auditing IUKI IISAS IUKII and applicable law. Our responsibilities under those standards are further described in the Auditors. responsibilrties for the audit of the financial statements section of our report. We are independent of the charitsble company in accordan￿ with the ethical requirements that are relevant to our audit of the finanaal statements in the UK, induding the FRC'S Ethical Standard, and we have fulfilled our other ethical responsibilities in aC￿rdan￿ wrth these requirements. We believe Ihal the audit evidence we have obtained is sufficient and appropriate to provide a basis for our opinion. The financial statements for the charitable company for the comparative peri(yY , the year to 31 Marth 2023 were not audited .The charitable company in the year ended 31 March 2024 has merged with Central and East Northamptonshire Citizens Advice Bureau and Citizens Advi￿ Daventry and District which has resulted in increased tumover,The charitsble company therefore requires an audit under the Charities Act 2011..The comparatives in the Statement of Financial Activities for the year ended 31 March 2023 have not been audited and therefore we can express no opinion The opening balan￿5 al 31 March 2023 have been subject to extensive audit work by us and we are satisfied that they do not contain material mis slalement. Conclusions relating to going contem In auditing the financial statements. we have conduded that the trustees, use of the going con￿rn basis of accounting in the preparation of the financial statements is appropriate. Based on the work we have performed, we have not idenlified any material Un￿rtaIntieS relating lo events or condib'ons that, individually or collectively, may cast significant doubl on the charilable company's ability lo conlinue as a going cOn￿M for a period of at least twelve months from when the ffinanaal statements are authorised for issue. Our responsibilities and the responsibilities of the trustees vthh respect to going con￿rn are described in the relevant sections of this report. Other infomiation The trustees are responsible for the other infomiation. The other infomiation comprises the infomialion included in the Annual Report, other than the financial statements and our Report of the Independent Auditors thereon. Our opinion on the financial statements does nol cover the other InfO￿atIOn and, except to the extent otherwise explicitly stated in our report, we do not express any fomi of assuran￿ condusion thereon. In connection with our audit of the financial statements, our responsibility is to read the other infomation and, in doing so, consider whether the other infomiation is materially inconsistent ¥Mth the finanaal statements or our knowledge obtained in the audit or othe￿iSe appears to be materially misstated. If we identify such material inconsistencies or apparent material misstatements, we are required to delemine whether this gives rise to a material misstatement in the finanaal statements themselves. If, based on the work we have perfomied, we conclude that there is a material misstatement of this other information, we are required to report that fa¢X. We have nothing to report in this regard. Matters on which we are required to report by exception We have nothing to report in respect of the following matters where the Charities (Accounts and Reports) Regulations 2008 requires us to report to you if, in our opinion". the infomiation given in the Report of the Trustee5 is inconsistent in any material respect wth the financial statements., or the charitable company has not kept adequate accounting records". or the financial statements are not in agreement with the a(￿Unting records and retums," or we have not re￿iVed all the infomiation and explanalions we require for our audit. Page 14

Re ort of the Inde ndent Auditors to the Trustees of Citizens Advice West Northam nshire and Cher•vell Ltd Responsibilities of trustees As explained more fully in the Statement of Trustees, Responsibilities, the trustees (who are also the directors of the charitable company for the purposes of company lawl are responsible for the preparation of the financial statements and for being satisfied that they give a true and fair view, and for suth inlemal control as the trustees delemiine is ne￿$Sary lo enable the preparation of financial ststements that are free from material misstatement, whether due to fraud or error. In preparing the finanryal statements, the trustees are responsible forassessing Ihe charitable company's ability lo conb'nue as a going cOn￿M, disdosing, as applicable, matters related to going concem and using the going con￿rn basis of accounting unless the trustees either intend to liquidate the charitable company or to cease operations, or have no realistic alternative but to do so. Page 15

Re ort of the Inde ndent Auditors to the Trustees of Citizens Advice West Northam nshire and Cher•vell Ltd Our responsibilities for the audil of the financial statements We have been appointed as auditors under Section 144 of the Chartties Act 2011 and report in accordance with the Act and relevant regulab'ons made or having effect thereunder. Our objectives are to obtain reasonable assurance about whetherthe finan￿al slatements as a whole are free from material misstatement, whether due to fraud or error, and to issue a Report of the Independent Auditors that includes our opinion. Reasonable assuran￿ is a high level of assuraniz, bul is nol a guardnlee that an audit conducled in accordan￿ with ISAS IUKI will always detect a material misstatement when it exists. Misstatements can arise from fraud or error and are considered material if, individually or in the aggregate, they could reasonably be expected to Influen￿ the economic decisions of users taken on the basis of the￿ financial statements. The extent to which our prO￿d￿reS are capable of detecting irregularities, including fraud is detailed below.. Because of the inherent limitations of an audit. there is a risk that we will not detect all irregularities. including those leading lo a material misstatement in the finanaal statements in the financial statements or n0n-cornpl1an￿ with regulation. This risk increases the more that compliance wrth a law or regulation is removed from the events and transactions reflected in the finanryal statements, as we will be less likely lo become aware of instan￿S of non-complian￿. The risk is also greater regarding irregularities occurring due lo fraud rather than error. as fraud involves intentional cOn￿alMent, forgery, collusion, omission or misrepresentstion. Irregularities, induding fraud, are instan￿S of non-complian￿ with laws and regulations. We design prO￿dureS in line with our responsibilits"es, outlined above. to delect material misstatements in respect of irregularities, including fraud. The extent to which our procedures are capable of detecting irregularities. induding fraud is detailed below.. We obtained an understanding of the legal and regulatory frameworks applicable to the charitable company and the sector in which it operates. We determine that the followng la￿ and regulations were most significant". the Companies Act 2006, UK direct and indirect taxation laws. We obtained an understanding of how the charitsble company is complying with those legal and regulatory fr8mewor1(s by making enquiries of management. There are no critical judgements of an unusual nature. We have undertaken high levels of a substantive testing of opening and period end balan￿S in the statement of finanryal position and have perforyned a detailed analytical review of the income statement. Prior to commencement of the audil. staff were briefed on the risk assessment of the sUs￿ptibIlity of the charity companies finanaal slalemenls to material misstalemenl, induding fraud. Audit pro(*dures perfomed indude". •identifying and assessing the design and effediveness of controls management has in platz to prevent and delect fraud •understsnding how the Trustees considered and addressed the potential for override of controls or inappropriate influen over the financial reporting pro￿&$ •challenging assumptions and judgements made by management in significant accounting estimates where appropriate •identifying and tests.ng joumal enlnes, in particular any joumal entries posted with unusual account combinats"ons, as appropriate •assessing the extent of Complian￿ wth laws and regulab'ons At the completion stage of the audit the results of audit tests were reexamined to ensure that they were consistent with our knowledge of the Trust and did not warrant further investigation of transactions and balances. A further description of our responsibilities is available on the Finanaal Reporting Counal's website at". www.frc.org.uklaudrtorsresponsibilities. This description fomis part of our audrtorfs report. A further description of our responsibilrties for the audit of the financial statements is located on the Finanaal Reporting Counol's website at www.frc.org.uklauditorsresponsibilities. This des(xiption forms part of our Report of the Independent Auditors. Page 16

Re ort of the Inde ndent Auditors to the Trustees of Citizens Advice West Northam nshire and Cher•vell Ltd Use of our report This report is made solely to the charitsble company s trustees, as a body, in accordance with Part 4 of the Charities (Accounts and Reports) Regulations 2008. Our audrt work has been undertaken so that we might state to the charitable company's trustees those matters we are required lo state to them in an auditors, report and for no other purpose. To the fullest extent pemiitted by law, we do not a￿pt or assume responsibility to anyone other than the charitsble company and the charitable company's trustees as a body, for our audtt work, for this report, or for the opinions we have fomed. Cheney & Co Statutory Auditor Eligible to act 8$ an 8udtior in temis of Section 1212 of the Companies Act 2006 310 Wellingborough Road Northampton NN14EP Date.. 201h March 2025 Page 17

Citizens Advice West Northam and Cherwell Ltd tonshire ststement of Financial Activities for the earended 31st March 2024 2024 Totsl funds 2023 Total funds Unrestricted Funds Restricted Funds Designated Fund Notes INCOME AND ENDOWMENTS FROM Donations and legacies 3.909 3,909 6,299 Charitsble activities Donations Contracts and fees Grants Community fund raising Grant fundraising and other income Grant Fundraising Grants and community fundraising Other income 38,692 309.709 317,865 309,709 484,195 9.571 166,330 9.571 952,126 271,935 336,681 271,935 516,724 180.043 21,000 8,000 190,621 8,000 218,355 27.734 Investment income 4.523 4.523 2,707 Total 843.783 1 826 921 1,020,824 EXPENDITURE ON Charitsble activities Contracts and fees Grants Grant fundraising and other income Grant Fundraising Other income 225.389 260,906 225.389 579,711 318,805 1,015,085 13.780 175.803 218.476 256.752 220.301 270.532 396.104 218,476 5,739 Total 1 690 212 1,020 824 NET INCOME Transfers between funds 116.919 19.790 10.4431 136.709 15 10.000 Net movement in funds 117,362 9,347 10,000 136,709 RECONCILIATION OF FUNDS Total funds brought forward 397.049 13.193 147.525 557.767 557,767 TOTAL FUNDS CARRIED FORWARD 514,411 22,$40 157,525 694,476 557,767 The notes fO￿n part of these finanaal statements Page 18

Citizens Advice West Northam and Cherwell Ltd tonshire Balance Sheet 31st March 2024 2024 Totsl funds 2023 Total funds Unrestricted Funds Restricted Funds Designated Fund Notes FIXED ASSETS Tangible assets 4.439 4.439 4,658 CURRENT ASSETS Debtors Cash at bank and in hand 12 102.260 614.162 102,260 794.227 129,753 502,008 22.540 157.525 716.422 22.540 157.525 896.487 631,761 CREDITORS Amounts falling due Vrfithin one year 13 {206.450 {206.450) {78,6521 NET CURRENT ASSETS 509,972 22,$40 157,525 690,037 553,109 TOTAL ASSETS LESS CURRENT LIABILITIES 514.411 22.540 157.525 694.476 557,767 NET ASSETS 514,411 22,540 157.525 694.476 557,767 FUNDS Unrestricted funds Restricted funds Endowment funds 15 514.411 22.540 157.525 397,049 13,193 147,525 TOTAL FUNDS 557,767 The chari18ble company is entitled to exemption from audit under Section 477 of the Companies Act 2006 for the year ended 31 st March 2024. The members have not deposited nots'￿, pursuant to Section 476 of the Companies Act 2006 requiring an audit of these finanaal statements. The trustees ad(novAedge their responsibilities for lal ensuring that the charitable company keeps accounting records that comply wth Sections 386 and 387 of the Companies Act 2006 and preparing financial statements vthich give a tnje and fair view of the state of affairs of the charitable company as al the end of each financial year and of its surplus or deficit for each financial year in accordance wrth the requirements of Sections 394 and 395 and whith otherwse comply with the requirements of the Companies Act 2006 relating to finanryal statements, so far as applicable to the charilable company. Ibl These financial ststements have been audtted under the requirements of Section 145 of the Chanties Act 2011. The financial statements were approved by the Board of Trustees and authorised for issue on 20th March 2025 and were signed on its behalf by.. D Maloney-Trustee D.N.Kotecha-Trustee The notes fO￿n part of these finanaal statements Page 19

Citizens Advice West Northam and Cherwell Ltd tonshire Cash Flow Statement earended 31st March 2024 forthe 2024 2023 Notes Cash flows from operating activities Cash generated from operations 293,531 83,4651 Net cash provided byllused in} operating activities 293,531 83,4651 Cash flows from investing activities Purchase of tangible fixed assets Interest re￿iVed {5,835} 4,523 11,6471 2,707 Net cash lused in)Iprovided by investing activities Change in cash and cash equivalents in the reporting period Cash and cash equivalents at the beginning of the reporting period 292.219 {82,4051 502,008 584,413 Cash and cash equivalents at the end of the reporting period 794.227 502,008 The notes fO￿n part of these finanaal statements Page 20

Citizens Advice West Northam and Cherwell Ltd tonshire Notes to the Cash Flow Statement for the earended 31st March 2024 RECONCILIATION OF NET INCOME TO NET CASH FLOW FROM OPERATING ACTIVITIES 2024 2023 Nel income for the reporting period {as per the Ststement of Financial Activities} Adjuslrnents for: Depreciation charges Interest received Decrease in debtors Increaselldecreasel in ueditors 136,709 6,054 {4,523) 27.493 127.798 4,108 12,7071 74,649 159,515 Net cash provided byllused inl operations 293.531 83,4651 ANALYSIS OF CHANGES IN NET FUNDS At 1.4.23 Cash flow At 31.3.24 Net cash Cash at bank and in hand 502.008 292.219 794.227 502.008 292.219 794.227 Total 502.008 292.219 794.227 The notes fO￿n part of these finanaal statements Page 21

Citizens Advice West Northam and Cherwell Ltd tonshire Notes to the Financial Statements for the earended 31st March 2024 ACCOUNTING POLICIES Basis of preparing the financial ststements The finanaal statements of the charitsble company, which is a public benefrt entity under FRS 102, have been prepared in accordance wth the Charities SORP {FRS 1021 'Accounting and Reporting by Charities". Statement of Recommended Practice applicable to charilies preparing theiraccounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland {FRS 1021 {effective 1 January 20191., Financial Reporting Standard 102 'The Finanaal Reporting Standard applicable in the UK and Republic of Ireland. and the Companies Act 201￿. The finanryal statements have been prepared under the histori￿1 cost convention. Income All monetary donations and gifts are induded in full in the statement of finanaal activities when re￿IVable provided that there are no restrictions imposed by Ihe donor as to the b'ming of Ihe related expenditure , in which case recognition is deferred until the conditions have been met. Legacies to which the charitable company is entiued are induded in the ststement of ffinanual actwities unless they are incapable of measurement Gifts-in-kind are ac(x>unted for at the director5 estimate of the value to the tharitable company or Sale value as follows. Gifts of fixed assets for charitable use or fvnds for ao]uiring fixed assets for charitable use are accounted for las restricted funds) immediately on receipl. Intangible income is valued and induded in income lo the extent that it represents goods or services which would otherwse be purchased. An equivalent amount is charged as expenditure . Voluntary help is not included as income. Cash collected to which the charitable company is legally entrtled but which has not been re￿iVed al the year end is induded as income. Donations under gift aid together wth the assoaated income tax recoverable are credrted as income when the donab'ons are re￿ived. Revenue grants are credtted as incoming reSoUr￿S when they are receivable provided conditions for receipt have been complied with unless they relate to a speryfied future period on which case they are deferred. Grants for the purchase of fixed assets are credtted to restricted incoming reSoUr￿S when re￿1vable Depre￿atIOn on the fixed assets purthased with such grants is tharged against the restricted fund. Investment income is recognised when re￿1vable Expenditure Expenditure is re￿nised on an awjals basis as a liability is incurred. Charitable expenditure comprises those costs in(xJrred by the charity in the delivery of its activities and ServI￿S for its beneficiaries. It indudes both costs that can be allocated directly to such ath"vities and those c£ssts of an indirect nature ne￿SSary to support them. Governan￿ costs indude those costs a5soaated wth meeting the conslilutional and statutory requirements of the charity and include the accountancy or audit fee and costs linked to the strategic management of the charitable company. Tangible fixed assets Depreaation is provided at the following annual rates in order to write off eath asset over its estimated useful life. Short leasehold Fixtures and fittings 1 00/0 on cost and not prowded 33Q/• on cost The capitalisation threshold for fixed assets is £500. Taxation The charity is exempt from corporation tax on its charrtable activities. Page 22 continued...

Citizens Advice West Northam and Cherwell Ltd tonshire Notes to the Financial Statements - continued for the earended 31st March 2024 ACCOUNTING POLICIES - continued Fund accounting Restricted funds are to be used for specified purposes laid down by the donor. Expenditure for those purposes is charged to the fund , together wth a fair allocation of overheads and support costs , at the trustees discretion. Unrestricted funds are donations and other incoming resou￿$ re￿iVed or generated for expenditure on the general objectives of the charttable company. Designated funds are restricted funds which have been designated for speryfic purposes by the trustees. Leasing Commitments Leases other than finan￿ leases are regarded as operating leases and so are charged to the statement of financial 8Ctivtbes on 8 Straight line ba&s over the leases temi. Pensions The pension costs charged in the year represent the amount of (xjntribub'ons payable to the scheme in respect of the accounts.ng period, DONATIONS AND LEGACIES 2024 2023 Donations 6,299 INVESTMENT INCOME 2024 2023 Deposf( account interest 2,707 INCOME FROM CHARITABLE ACTIVITIES 2024 2023 Activity Donations Contracts and fees Grants Community fund raising Grant fijndraising and other inc()me Grant Fundraising Grants and community fundraising Other income Grants Grants Grants Grants Grants Grants Grants Grants 38,692 309,709 484,195 9,571 271,935 516,724 8.000 218 355 952,126 21,000 1,818,489 1,011,818 Grants re￿nIed, induded in the above, are as ft)Ilows'. 2024 2023 Page 23 continued...

Citizens Advice West Northam and Cherwell Ltd tonshire Notes to the Financial Statements - continued for the earended 31st March 2024 CHARITABLE ACTIVITIES COSTS Support costs (see note 61 Direct Costs Totals Contracts and fees Grants Grant fundraising and other income Grant Fundraising Other income 225.389 579.711 256,752 396.104 218.476 225.389 579.711 270,532 396.104 218.476 13,780 1.676.432 13.780 1.690.212 SUPPORT COSTS Govemance costs Grant fundraising and other income 13,780 NET INCOMEIIEXPENDITUREI Net incomel{expenditurel is ststed after chargingl{crediting)- 2024 2023 Depreaation - owned assets 6,054 4,108 TRUSTEES. REMUNERATION AND BENEFITS There were no trustees. remuneration or other benefits for the year ended 31st Marth 2024 nor for the year ended 31st March 2023. Trustees. expenses There were no 31st March 2023. trustees, expenses paid for the year ended 31st March 2024 nor for the year ended STAFF COSTS 2024 2023 Wages and salaries 1 090 995 635,009 1 090 995 635,009 The average monthly number of employees during the year was as follows." 2024 33 15 2023 19 Advi￿ to members of the public Administration 26 No employees received emoluments in excess of £60,￿0. Page 24 continued...

Citizens Advice West Northam and Cherwell Ltd tonshire Notes to the Financial Statements - continued for the earended 31st March 2024 10. COMPARATIVES FOR THE STATEMENT OF FINANCIAL ACTIVITIES Unrestricted Restricted Funds Funds Designated Fund Total funds INCOME AND ENDOWMENTS FROM Donations and legaaes 6,299 6,299 Charitable activities Donations Grants Grant Fundraising 38.692 320,187 21,000 38,692 952,126 21,000 631.939 Investment income 2,707 2,707 Total 640,945 379,879 1,020,824 EXPENDITURE ON Charitable activities Grants Grant fundraising and other income 564.323 450,762 5,739 1,015,085 5,739 Total 564,323 456,501 1,020,824 NET INCOMEIIEXPENDITUREI Transfers between funds 76,622 76,6221 176,6221 76,622 Net movement in fvnds RECONCILIATION OF FUNDS Total funds brought foMi2rd 397,049 13,193 147,525 557,767 TOTAL FUNDS CARRIED FORWARD 397,049 13,193 147,525 557,767 11. TANGIBLE FIXED ASSETS Fixtures and fittings Short leasehold Computer equipment Totals COST Al 1 st April 2023 Additions Disposals 122.694 167.143 289,837 5.835 122,694) 5,835 122,694) At 31st March 2024 167 143 172 978 DEPRECIATION Al 1 st April 2023 Charge for year Eliminated on disposal 122.694 162.485 4.109 285.179 6.054 122 694) 122 694) At 31st March 2024 166,$94 168,539 NET BOOK VALUE Al 31st March 2024 549 3.890 4.439 Al 31 st March 2023 4,658 4,658 Page 25 continued...

Citizens Advice West Northam and Cherwell Ltd tonshire Notes to the Financial Statements - continued for the earended 31st March 2024 12. DEBTORS: AMOUNTS FALLING DUE WITHIN ONE YEAR 2024 2023 Trade debtors Other debtors Prepayments and accrued income 75,541 1,755 24.964 128,051 1,702 102.260 129,753 13. CREDITORS: AMOUNTS FALLING DUE WITHIN ONE YEAR 2024 2023 Trade creditors Social security and other taxes Other creditors Accruals and deferred income 70.803 44,808 20,595 12,033 7,375 38,649 90.839 206.450 78,652 Deferred income relates to grants for the 2025 finanual year where the fvnd has been re￿iVed before the year end. 14. LEASING AGREEMENTS Minimum lease payments under nOn-can￿lIable operating leases fall due as follows.. 2024 2023 Within one year Between one and five years 25,581 13,830 8,000 25.581 21,830 Page 26 continued...

Citizens Advice West Northam and Cherwell Ltd tonshire Notes to the Financial Statements - continued for the earended 31st March 2024 15. MOVEMENT IN FUNDS Net movement in funds Transfers be￿en funds At 31.3.24 At 1.4.23 Unrestricted funds General fund West Northants Distriict Counol Volunteer Driver Servi 397,049 116.919 296,333 296.3331 443 (296,333) 296.333 514,411 397.049 116.919 443 514,411 Restricted funds CDC Hardship Fund Client's Legal Costs Fund Oxfordshire Community Foundatson Energy Matters Southem Gas Ne￿OkS Energy Matters Thames Water 2.750 10.443 12,750) 110.443) 3.140 12,733 6.667 3.140 12,733 6.667 13.193 19.790 110.4431 22,540 Endowment funds Staff Liabilities - Redundancy Pension reserve Training Development 72,525 75,000 72,525 75,000 10.000 10.000 147.525 10.000 157.525 TOTAL FUNDS 557.767 136.709 694.476 Page 27 continued...

Citizens Advice West Northam and Cherwell Ltd tonshire Notes to the Financial Statements - continued for the earended 31st March 2024 15. MOVEMENT IN FUNDS - continued Net movement in ￿nds, included in the above are as follows.. Incoming resources ReSoUr￿S expended Movement in funds Unrestricted funds General fund West Northants Distriict Counol North Northamptonshire Council West Northamptonshire Council Daventry Town Counryl Cherwell District Council West Northants District Counal Volunteer Driver Service 201.850 364.056 22,734 38,145 4.999 149.999 62,000 184.9311 167.7231 122.734) 138,145) 14,9991 (149.999) 162,000) 296.333) 116.919 296.333 296.333) 843.783 1726.8641 116.919 Restricted funds CDC Hardship Fund Benefits in Place Oxfordshire County Council-COL advi University of Northampton Cherwell Districr Council- Fuel Vouchers Cherwell District Council Move Together CitA Energy Advice Programme SOFEA and Nominet-connect Kidlington , Islip , Woodstock and YamtonlKIWYI PCN National Grid Community Matters Fund Northamptonshire Communty Foundation Support Vouchers Oxfordshire Community Foundatson Energy Matters Southem Gas Netwoks Energy Matters VDS Cherwell District Counal VDS Oxfordshire County Counul VDS Oxford Community First VDS Oxford City Cherwell District Council Volunteer Connect Bicester Village NHS Health Education England -Debl Adviser Training NHS Health Education Englnd -mental Health Training NHS Health Education England -Finanaal Wellbeing Training CANO Cita vi8 Citizens Advi￿ SoLrth Warwid(shire £ost of Living CADD CitA via Citizens Advi Wawidfshire -cost of Living CADD CitA Cost of Living CANO Cit4 Cost of iving CENCA CitA Cost of Living Henry Smith - Improving Lives National Lottery- Empowemient For Life West Northanls District Counal - Public Health CANO National Lottery Thames Water Trussell Trust- T0￿ster Focxj Bank Trussell Trust 12,750) 125,384) 122.000) 19,059) 13,770) 13,0001 18.831) 18,000) 12,750) 25,384 22.000 9.059 3,770 3.000 8.831 8,000 36.428 9.571 136.4281 19.571) 4.286 14.286) 7.537 126,400 28.000 9.000 1,000 2.121 14,397) (113,667) 128.000) 19.000) 11,000) 12.121) 3,140 12,733 12,000 3,000 112,000) 13,000) 9.800 19,800) 9,750 19,750) 3,200 {3,200) 31.125 131.125) 24,630 4.633 12.857 15,000 2,388 48.866 124,630) 14,6331 112.857) 115,000) 12,388) 148.866) 20,905 70.964 30.000 17,326 38.192 120,905) 170.9641 123.333) 117.326) 138.1921 6.667 Page 28 continued...

Citizens Advice West Northam and Cherwell Ltd tonshire Notes to the Financial Statements - continued for the earended 31st March 2024 15. MOVEMENT IN FUNDS- continued Inlergraled Care Northamptonshire Macmillan CENCA National Lottery CitA Pension Wise West Northants District Counal - Public Health 13,784 24.995 22,392 225,389 113,784) 124.995) 122.392) (225,389) 37.555) 983.138 963,348 19.790 TOTAL FUNDS 1826.921 1690.212) 136.709 16. CONTINGENT LIABILITIES There were no contingent liabilities as al 31st March 2024 or at 31st March 2023. 17. CAPITAL COMMITMENTS 2024 2023 Contracted but not provided for in the finanryal statements 18. RELATED PARTY DISCLOSURES There were no related party trdnsactions for the year ended 31st March 2024. 19. ULTIMATE CONTROLLING PARTY The board of directors are the controlling paty for the charitable (x)mpany. 20. MERGERS During the year the charitable company merged wilh Citizens Advi￿ Davenlry & District ICADDI on 31 st August 2023 and with Central and East Northamptonshire Citrzens Advi￿ Bureau ICANCAI on 31st August 2023. The prinapal SOFA Components and net assets can be found below. Analysis of principal SOFA components for the current reporting period At 31112123 CADD (pre merger) £306,641.09 £139,259.80 £167.381.29 £0.00 £167.381.29 At 31112123 CENCA (pre merger) £517,343.84 £597,741.70 -£80,397.86 £0.00 -£80.397.86 At 31103124 CANO {post merger) £1,002,936.07 £953,210.50 £49,725.57 £0.00 £49.725.57 CAWNAC Combined £1,826,921.00 £1,690,212.00 £136,709.00 £0.00 £136.709.00 Total Income Total Expenditure Nel Other gainslllossesl Net movement in funds Analysi5 of principal SOFA cornponents for the pervious reporting period CADD CENCA CANO CAWNAC Combined £1,942,637.00 £2,061,898.00 -£119,261.00 £0.00 -£119,261.00 £862,998.00 £743,737.00 2022-23 Total Income Total Expenditure Nel Other gainslllossesl Nel movement in fvnds Total funds brought foNtsrd Total funds carried forward £233,287.00 £243,632.00 -£10,345.00 £0.00 -£10,345.00 £121,445.00 £111,100.00 £773,333.00 £797,442.00 -£24,109.00 £0.00 -£24,109.00 £98,979.00 £74,870.00 £936,017.00 £1,020,824.00 -£84,807.00 £0.00 -£84,807.00 £642,574.00 £557,767.00 Page 29 continued...

Citizens Advice West Northam and Cherwell Ltd tonshire Notes to the Financial Statements - continued for the earended 31st March 2024 20. MERGERS - continued Analysis of net assets at the date of meryer CADD CENCA CANO CAWNAC Combined £783,571.42 As al 31108123 Nel assets Represented by". Unrestricted funds Restricted funds Designated funds Total funds £127.685.94 £193,336.43 £462,549.05 £116,580.91 £11,105.03 £188,039.43 £5,297.00 £301,831.05 £13,193.00 £147,525.00 £462,549.05 £606,451.39 £29,595.03 £147,525.00 £783,571.42 £127,685.94 £193,336.43 21. PENSION COSTS A mu￿1￿Mployer defined benefit scheme was in operab'on during the year. Having laken advi￿ from the scheme actuary, CilEens Advi￿ Vvesl Northamplonshire and Cherwell Limited cannot identify its share of the undedings assets and liabilities on a constant and reasonable basis.The expected cost of providing pensions is calculated periodically by a professionally qualified actu8ry.The operating costs of providing retirement benefits to employees are charged to the statement of financial ath"vrties in the year in which they are incurred. The charity also operates a defined contribution pension scheme wf(h Scottish Widows Nest and Peoples Pension. The costs of providing retirement benefits to employees are charged to the statement of financial activities in the year in which they are incuffed. The pension cost charge for the year represents contributions payable by the charity to the four pension schemes and amounted to £xxxxx {2023 £20,879. Contributions totalling £13,99812023 £7,275) were payable in creditors. Page 30

Citizens Advice West Northam and Cherwell Ltd tonshire Detailed Statement of Financial Activities for the earended 31st March 2024 2024 2023 INCOME AND ENDOWMENTS Donations and legacies Donations 3.909 6,299 Investment income Deposit account interest 4.523 2,707 Charitsble activities Grants 1,818,489 1,011,818 Totsl incorning resources 1.826.921 1,020,824 EXPENDITURE Charitable activities Wages Rent , rates and insuran Light and heat Telephone Postage stationery and adverts Sundries Staff and volunteer travel Training and conference Repairs and maintenan IT and Offi￿ equipment Books and subscriptions Bank charges Partner payments Accountancy and consultancy Client payments Depreciation of tangible fixed assets 1,090.995 37,919 12.440 21.801 25,210 32.310 46.951 9.371 11,237 49.907 17.257 635,009 22,352 8,158 4,006 11,032 9,254 19,747 2,125 6,639 41,980 18,080 30 74,500 16,070 141,995 4,108 111.759 26.554 176,667 6,054 1,676,432 1,015,085 Support costs Governance costs Legal fees 13.780 5,739 Total resour￿$ expended 1.690.212 1,020,824 Net income 136.709 This page does not fO￿n part of the statutory financial statements Page 31