PREVENTING HOMELESSNESS. TRANSFORMING LIVES. Watford New Hope Trust (trading as New Hope) Annual Report and Consolidated Financial Statements For the year ended 31 March 2025 Company Registration Number.. 3969063 Charity number: 1080784 Watford New Hope Trust (trading as New Hopel Annual Report- Year ended 31 March 2025 Contents Chair and CEO'S Welcome.... Objectives and Operations Our Strategy Achievements and Performance.. New Hope Services: Intervention.. . . .10 New Hope Services: Recovery .14 New Hope Services: Prevention .19 Our Chaplain .22 Fundraising and Communications. .23 Volunteers . .25 Partnership work....... 26 Donor acknowledgements .26 Financial review. Governance . .29 Reference and Administrative Information. .. .31 Auditreport........ .33 Financial Statements ..36 Watford New Hope Trust Itrading as New Hopel Annual Report- Year ended 31 March 2025 Chair and CEO'S Welcome National statistics show that the number of households facing homelessness rose another 14% in 2024 to the highest on record at 354,000. Those sleeping rough rose 20°A. On top of the underlying issues of domestic breakdown, mental health and substance misuse that blight so many lives, the continued increase in rents. cost of living and shortage of affordable housing continue to push up evictions and the number of people who can't afford a roof over their heads. Icurrently home to our Emergency Accommodation and Outreach Plus teams). This building has been the scene of much remarkable work in its lifetime from 1898 when it was built as the Salvation Army Citadel and during the last 25 years as the SanctU8ry. Owning it will help make us more sustainable in the short-term as we will no longer be paying annual rental of over £120,000. Howover, we know it is very sub-optimal and in dire need of attention. We will either have to upgrade it or, God willing, replace il with a new building in line with our vision of The Hub. There are still some significant hurdles to bring this vision lo reality, but the history of No.w Hope is a history of answers to prayer, onabling to meet the needs ofthose who have somehow fallen through the cracks. As well as the human tragedy, there is a high cost to the public purse 85 hospitals, police and councils struggle to confront the issues that arlse from those facing homelessness. In our area, W8tford Borough Council IWBCI is having to spend large sums of money (often between £150.000 and £200,000 per monthl on temporary accommodation to meet its statutory obligations. The second strand relates to health. The average age of death for those sleeping rough is 47 for men 8nd 43 for women. Our focus is to prevent homelessness and transform lives. Without basic levels of health, transformation and reintegratlon into society is nigh on impo55ible. In the last year we have held a series of he81th days at the Haven where we have offered a wide range oftests and treatments in an accessible way. The response and Impact have been humbling. Building on this, we assembled the Watford Homelessness Health Forum which first met in February 2024. It brings together senior health profession81s 8nd funders to focus on addressing this urgent need. A baseline survey in 2025126 to assoss the health of 150 people facing hotnelossness or vulner8bly- housed in Wattord will help measure the success of the work that is beginning to be implemented s more sepiices work together to address this 'intolerable injustice, las the18ck of healthcare for people experiencing homelessness is described in the new NHS 10-year plan). The remarkable dedication ofthe New Hope team and other local partners supported by Watford Borough Council and Hertfordslire County Council has helped protect Wattord from the worst of the continued increase as we strive to help people get away from the streets 8nd into longer term accommodation. We are, however, all too aware that there are are8s where our service could be more effective and we continue to benchmark ourselves and review how we can serve those facing homelessness better. As part of that effort, a revised strategic plan was launched in 2024 entitled 'Cornerstone'. There are three main strands to the strategy. Firstly, we have seen that Partnership working is crltical In helping those facing homelessness. Our vision for a 'one-stop shop. for those faclng hornelessness (which we call 'The Hub'l has moved a step closer. Following last year's incredibly generous donation we have now completed the purchase ofthe Sanctuary The third strand Is to redouble our efforts to improve efficiency and effectiveness. We have started holding service user forums to improve feedback mechanisrns as well as getting more input on what service users would most Value in Watford New Hope Trust (trading as New Hopel Annual Report - Year ended 31 March 2025 'The Hub,. The importance of being treated as individuals, having a sense of communlty and belonging, and being listened to have been themes as well as having access to a range of services under one roof. Interestingly the work of both Cultivate, our horticultLJral therapy team, and Chaplaincy, often comes up. As we focus on the configuration of a new building. this is a healthy reminder that building trust and relationship will remèin critical to getting people back on their feet. During the year our team at the Haven ran another very successful Watford Winter Shelter, providing not only a bed but also food and various activities for those sleeping rough at what is often the most testing time of year. As always, our goal Is not only to meet the immediate need but also to try to ensure we use the time to help people move off the streets and address underlying issues behind their homelessness. We couldn't run this service wlthout the amazing support of the volunteers who support our paid staff. We opened a new HopeHome supported by WBC and Wafford Community Housing IWCHI and run by our Tenancy Sustainment Team ITSTI. The work ofTST often goes under Ihe radar but by working with those wlio 8re vulnerably-housed tkiey do invaluable work in preventing homelessness_ The cornplex needs of somo of the tenants demands combination of patience. skill, knowledge, love (often of the tough varietyl and persistenco. Without the support of volunteers, donors. statutory funders and our prayer warriors, we wouldn't be 8ble to function. Thank you to them for all their work and huge Ihank you to everyone who supports us. We are so appreciative ofyour support and give praise to God for His faithfulness. John Ford Ch-:- Matthew Heasman I-EO Watford New Hope Trust (trading as New Hopel Annual Report- Year ended 31 March 2025 Objectives and Operations Our Mission New Hope exists to serve people with current or recent experience of homelessness by providing accommodation and opportunities to rebuild damaged lives. Founded upon Christian values, which are at the core of our operation, we support people regardless of faith. New Hope is a Christian charity. This means we value everybody and work to support people regardless of faith, class, disability, ethnicity, gender and sexual orientation. It doesn't mean that our staff and volunteers have to be Christian, to pray, or to share all of our motivations. We do however ask that all staff and volunteers are sympathetic to our mission, ethos and values. Our mission is encapsulated in our strapline.. 'PREVENTING HOMELESSNESS, TRANSFORMING LIVES,. Our Primary Objectives We aspire to help the people we work with access pleasant, permanent accommodation that they can call 'home'. Our values Be professional- staff will be trained lo en6ble them to operate in accordance with best practice Be responsive- we will assess 8nd respond to the needs and aspirations of service users as individually and constructively ès possible Be fair - we will give equal consideration to seNice users of all creeds or none, and all lifestyles and abilities Be accountable- we will monitor our performance and communicate with our funders and supporters in order to improve the quality and efficiency of our services e honourable - we will manage our activities with integrity, in accordance with our mission Be prayerful- we will seek God's guidance 8nd enabling through prayer Watford New Hope Trust (' rading as New Hopel Annual Report - Year eniled 31 March 2025 Our services To achieve our aims and objectives, New Hope provided the follovding services in the last financial year. INTERVENTION RECOVERY PREVEIqTION 24-7 emergency homelessness helpline Only dedicated homelessness phone service in the Watford are8. Sanctuary Emergency Accommodation 22-bed emergency accommodation. Tenancy Sustainment Support fo. those renting after a period of komelessness to en8ble them to keep their tenancy. Recovery Services Accommodation 10-bed home providing accommodation and support for people who are in recovery from alcohol and substance misuse. Outreach Plus This seNice finds and engages with individuals who are rough sleeping in Watford and provides immediate emergency accommodation Ithree-bedsl. HopeHomes Long-term affordable rental homes for17 people who have been homisless and are now ready to lil e independently. The Haven Provides food. clothes, showers, laundry facilities, sleeping bags and support to people who are sleeping rough. The Watford Winter Shelter Runnlng from 14th November 2024 to 17th March 2025, the Watford Winter Shelter provided vital food and accommodation 115 beds). Cultivate Horticultural therapy, creative arts, wellbeing sessions, practical projects and pre-vocational opportunities. In the prOvis￿On of these services the trustees have considered the Charity Commis'.'5ion guidance on public benefit. The trustees consider the sewlces New Hope provides are within the definitlon of public benefit. Watford New Hope Trust Itrading as New Hopel Annual Report - Year ended 31 March 2025 Our Strategy A new strategy* Cornerstone, was launched in September 2024. This can be read at newhope.org.uldcornerstone This strategy consists of: Objective 1: Opening The Hub- we plan to open an exemplary new centre for adults facing homelessness in Watford. Objective 3: Aiming for Excellence- we want to aim to do our best in every aspect of our worlc Objective 2: Prioritising Health - We want to facilitate measures to improve the general health, wellbeing and life expectancy for people experiencing homelessness in Watford. Objective 4: Service Improvement - we will continue to provide excellent key seniices, but look to continually improve them for the benefit of the service users. We have already achieved the following: Objective 1: Opening The Hub- we plan to open an exemplary new centre for adults facing homelessness in Watford providers working with people with addictions and other health needs,. we have held several health days in 2024-25. Objective 4 SeNice Improvement- we will continue to provide excellent key services, but look to continually improve them for the benefit of the service users. Completed the purchase ofthe freehold ofthe Sanctuary bullding on Exchange Rd from the freeholder, Places for People. Objective 2: Prioritising Health We want to facilitate measures to improve the general health. wellbeing and life expectancy for people experiencing homelessness in Watford Continued to review annually all of our policies to ensure that all policies are u￿t0-date and for any changes to be communicated clearly. Held an annu81 team conference to foster a healthy team splrit and a mutual understanding of the different parts of New Hope. Held a special event to mark the 35th anniversary ofNew Hope in 2025. Held the first meetlng of the Watford Homeless Health Forum the terms of reference for this initiative are to bring together professionals who are passionate 8bout incluslon health to formulate a plan to deliver long-term improved health care for people exper.,encing homelessness In Watford. A nurse, employed by CGL, has been seconded to New Hope's Outreach Plus team. Continued to promote the registration of 311 service users at a loca l GP'S surgery. Developed increasingly closer links with Watford New Hope Trust {trading as New Hopel Annual Report- Year ended 31 March 2025 Spotlight on Objective 2 Practical health care on the streets We ore thrilled to announce Rachiel, a trained nurse, has joined New Hope's Outreach Plus team on a temporary contract. Rachiel works for Change Grow Live, 8 charity SLJPPOrting people with alcohol and substance misuse and is part of a nationwide pilot scheme focusing on the physical health needs of people who are currently, or have beeri until recently. $1oeping rough. I was nervous about seeing the hygienist again but I'm so grateful I was able to go. I've been smoking less so my teeth won't get stained and I'm using dental floss. ?? Nutritionist at New Hope House Again. thanks to funding from Herts County Council, we have been able to pay for both group and one-to-one sessions with a nutritionist at New Hopp. House. She has led discussions on health and wellbeing. designed dietary plans for residents with diabetes or pre- diabetes, and made suggestions on how we can provide he81thy meals on a budgeL Rachiel explained the health needs of the people she is meeting.. I'ni seeing ptsople. ¥vitn re>pirato', y issues, wounds, skin issues and skin conditions, as well as mental health challenges, such as depression and anxiety, and people experiencing addiction. ?? As part of the focus on Cornerstone, New Hope's strategic plan for 2025-2030. we created a fllm showing how New Hope Is Prioritising Health: newhope.org.uklhealth Rachiel is able to clean and dress wounds on the spot as well as acting a bridge to help people access GP care, often accompanying people to appointments. Much-needed dental help Thanks to funding from Herts County Council. and the Assura Community Fund we have been able to help nine people with severe dental problems have appointments at a local dentistry practice. Wlth 32 teeth extracted, 17 flllings, 8nd two people referred to hospltal for further investigations, everyone was incredibly gr8teful to receive professional care and to have their pain alleviated. Even though I had five teeth removed. I've never felt as supported and secure as I've been made to feel by the Sanctuary. You're amazing. >> I've not attended a dentist since 2007 and often had infections. I'm hoping now my mouth is much healthier. >9 Wafford New Hope Trust (trading as New Hopel Annual Report- Year ended 31 March 2025 Achievements and performance This year, we supported 482 people. In addition, there were 975 phone calls to our 24n emergency helpline. Uildec 41 volunteers helped over123 nights11,476 volunteer hours). 85 people stayed in the Watford Winter Shelter. including five people in tho pod. We also accommodated three dogs in the pod. 41 people moved on from the Wafford Winter Shelter to other accommodation. Everyone was really welcoming. I was scared at first but staff helped me feel safe and security Was really good. ?9 Annettè. voluntèer Mra. an 18-yeaT-old woman vtho stayed atthe shelter 13 Watford New Hope Trust (trading as New Hopel Annual Report - Year ended 31 March 2025 Recovery Sanctuary Emergency Accommodation 22-bed emergency short-term accommodation Future objectlve¥. To promote health i8nd wellbemg events and seKvlces for all the. ￿SIdents.. The Emergency Accommodation team consisted of 8 newly-appointed manager, a newly-8ppointed assistant manager. and a team of support workers. Stsffing has been a challenging issue with the perrnanent team supported by skilled casual workers. To work wlth the Team AroLind Me and Made Every Adutt M8ttÈr teams al Hert5 County Council to erELire that all resldents have approprfate support. To ensure (now that we liave full respon%lbillty for the SanctLiary buildlng) that repafrs are carrfed OLrt h) a tlrnely manner: This sepiice focuses on helping peaple with a statutory local connection to Watlord BoroLJgh and is key to the council's Single Homeless Pathway. Individuals work with 8 5UPPOrt worker to create an individua lised plan to help them move towards longer-term accommodation. The Emergency Accommodation is often the flrst step off the street for people and provides a liter81 sanctuary for people when they are at their most broken and h8ve lost hope. The service users accessing Emergency Accommodatlon continue to be incredibly vulnerable and often with complex needs. I had depression and on New Year's Eve I was so low that I took an o'derdose of tablets. My partner, who I had been with fo., 12 y@afS, always found my ental liealth a struggle. They couldn't cope anu ended our relatioiiship and asked me to leave horrie. I was at the hospital with riowhefe to go. I thought I woJi Id have to sleep in my car. I didn't have a clue. Someone at the hospital put me in touch with the council who referred me to New Hope. I stayed at the winter shelter for two night before moving into tne Sanctuary Emergency Accommodation. Now I feel like I ca reldx. I think ! can get better and cope witki life dgain. I still have up and down days but l am getting som.e help with my medication ana. counselling. I want to get back into work to get right iri myself and try aqain. My niece lias already made a doiiation to New Hope and I'd love to as well. I war,t to give rjack. ?) 88 people stayed at the Sanctuary Emergency Accornmodation. Each month, there was an averaqe offour positive move-ons to longer-term accommodation, including New Hope accommodation, rehab, social housi ng and private rentaS. Donation of pool table from a local company has built a sense of community. I would like to Jay massivts thanks to the managemeiit and all the staff members at Sanctuary for supporting and helping me to move on with. my life indepeiidently, Without your support I wouldii't be able to achieve all this- I got a new room and l absolutely lo,￿ed it. And all the credit goes to Sanctuaiy managemenL and J'Laff. ?? Wafford New Hope Trust Itrading as New Hopel Annual Report- Year ended 31 March 2025 Recovery Service Accommodation 10-bed home for people who are in recovery from alcohol and substance misuse Melissa moved into our Recovery SeNice in May 2024 and recently celebrated one year's sobriety. I tried other places but nothing worked. I knew I had to got back to New Hope. My family were saying the same thing: 'You need to get to New Hope., On 8th May, I moved into the Recovery Service. Everything just fell into place and I've never looked back. I love the fact I can say I've been sober for over a year! If my life had continued the way it was going, I wouldn't be here. The Recovery Service team consists of a manager, two support workers and three night workers. The Recovery Service provides hope, understanding and help to people caught in the grip of alcohol and substance addiction. The house provides a safe and positlve space for people to engage with theirjourney of recovery. Recruitment of six volunteer befrienders to support the staff and residents. This new initiative has been a game:?ouP Ll1'4>fi LO me b'i ￿lY ljtL7 coactrl. It l-IdS given I￿1p Jomp s:aGilii'rf :n my life, to0?t￿Ter iklt41 Idéntif ]', g ceT:. air, P &nLllJlkniifdl trails and the.n ma? My mood isn't too good this week. I had a lapse and it really gaiie my confidence a battering. l am feeling better each day since Sunday but it's going to take soir,e more time. I haven't lost sight of my goals and I still believe in myself. Onwards and upwards. ?? Today's session was very thou.ght provoking and inspii'ing. It'> nice to see how far I've come in such a short time and how I've progressed in so many different areas of my life. I can't thank lan/Lee enough for their perseverance with me because it hasn't bee.ii easy ail the time and they npver gave up on me,.. I never gave up on me. >) Absolutely wonderful! >> Kids had fun getting messy, lovely staff. Thank you. ?? The residents, together with staff from New Hope and Three Rivers Distrlct Council, created the mural for display In their newly restored garden, decorating it with autumn coloured hand prints, and positive messages written on fabric le8ves, The theme of the mural was our universal needs, each ofwhich was wrltten on a root. PartiClP8nts were asked to reflect on what these needs meant to them personally and write key words on their fabric leaves which were then stuck to the mural. Examples of this were 'Friendship "mum" and -acceptance.. It is well established that spending time in natural spaces such as gardens can be a healing experience of connection and restoration. Many of the families have experlenced trauma and this is part of an ongoing attempt to encourage residents to enjoy the garden space and benefit from it. Natural spaces meet many of our needs. Trauma often disconnects us frofm our needs and so this mural was an attemptto highlight and celebrate our core needs, especially those for community belonging and being creative. 18 Watford New Hope Trust Itrading as New Hopel Annual Report - Year ended 31 March 2025 Prevention Tenancy Sustainment Team Support for people renting after a period of homelessness to enable them to maintain their tenancies (including complex needs support and support for people in temporary accommodation in the Three Rivers borough) Helped 21 families move from temporary accommodation to permanent social housing. We sourced white goods, applied for Discretionary Housing Payments, and applied for grants for children's beds and furnlture. Total amount of grants. including from Children in Need and Wafford Health Trust, approved for people in temporary accommodation was £3,678.95. However, when we include donations of gifts in kind, this total exceeds £10.000. The Tenancy Sustainment Team. which also manages HopeHomes. consists of a manager. asslstant manager, two complex needs support workers, two support worker5 for the families in temporary accommodation and two HopeHomes workers. TST is also supported by a volunteer and New Hope's maintenance worker. £10.000 was used from New Hope's Project Home fund to pay for rent deposits, white goods and furniture. This fund is now empty. The Christm85 gift donations were remarkable. Families expressed gratitude for the gifts which brought beautiful smiles to children's faces. The team's work includes tenancy set-up, helping with benefits, furnishing new accornmodation Iwhich is generally completely emptyl. reducing barriers to rnoving i.e. debt, supporting people's costs of living needs. advocating for sepiice users, providing emotlonal sUPPOrt, and taking part in multi-disciplinary team meetings. To engJre 95% of ienanc¢es are. successfully nTalnta5T)ed 11ncludi￿ move-ons). The team worked on some complex cases involving childcare issues, court cases, probation, mental health seriices, children's services, and drug and alcohol services. The team provided steady. knowledgeable support for people in crisis and has advocated on their behalf to statutory housing teams. Our dedicated team has made a significant difference in the lives of many. Their unwavering commitment and hard work are genuinely inspiring. Our team is committed to providing comprehensive, practical, and emotional support for people, showing kindness, Calmness and firmness. Our team's collaborative spirit has been the key to our success. Together, we have brought consistency and continuity to our service, ensuring it runs smoothly. ) ? Supported over 70 people in total (Next Steps Accommodation Progr8rNme, Rough Sleepers Accommodation Programme, temporary ccommodation and people who have moved through the New Hope services to their own homes) and no one lost a tenancy Three successful move-ons from the Complex Needs Next Steps Accommodation Programme Supported 40 famllies Ilncluding over 50 children) in ternporary accommodation to successfully rllaintain their tenancy, providing support with benefits, housing, council tax, rent rrears and bills. Prfsca, TST manager I'm really glad to find you. I don't have family here in England but you are so close to me, you help me and R a lot and I feel very grateful for everything. You are part of my life. my family. Thank you. ?? 19 Watford New Hope Trust (trading as New Hopel Annual Report- Year ended 31 March 2025 Sean's Story A home for good Sean was facing several challenges to being able to maintain his own home. He had been evicted before and had a history of anti-social behaviour but like everyone. Sean needed a safe place to stay. As Sean slowly began to accept New Hope was there to help him, he increasingly worked with us to make changes that would help him move fopNard. Together we worked through his claim for Universal Credit and In making 8 connection at CGL, a local support service for people struggling with addiction. With our help, Sean significantly reduced his drinking from daily to weekly and 85 he became more stable in his flat. options for longer-term housing became available to him. He was drinking daily and used substances when the opportunity was there. He wouldn't engage with any of the support offered to him, not New Hope's support workers, mental health services nor drug and alcohol support. Our team was tenacious however, and regularly visited Sean. building a trusting relationship with him. Sean was offered a property to move into but he was really apprehenslve so we regularly got in touch, ensuring him it was the best thing for him and that it would all work out. A fortnight later, Sean moved into a flat with a local social housing provider. With our help. Seen has arranged his housing benefit and utilitie5, and he was helped to get hold of white goods. This will be his home for good if he chooses to stay. We knew itwould be hard, his situation was volatile and it was a forwards and backwards process for him and for us. ?) John, TST Complex Needs Support WorkeT Watford New Hope Trust Itrading as New Hopel Annual Report- Year ended 31 March 2025 HopeHomes Long-term, affordable shared houses for people who have been homeless and are now ready to live independently. Our HopeHomes portfolio grew to four properties and 17 residents on 1 April 2024 Future objectlve& Far i?wupari£y to be 8195% and for resldBnts' rerrt wrears to be under 2.5 17 residents maintained their tenancies Is8dly, two were evicted due to breach oftenancyl. Three people successfulw moved on to independent living. Three people moved into the Recovery Service accommodation as they needed more support. Two people remained in employment. The HopeHomes handbooks were reviewed, updated and reprinted. We developed new monitoring and tracking systems. We improved our repairs and maintenance schedule with over 50 repair issues resolved. We attended training with the National Residential Landlord A550Clation on HMOS. Just wanted to say a huge thank you for your help. Your support means a lot to me. God bless you. ?? 21 Watford New Hope Trust Itrading as New Hopel Annual Report - Year ended 31 March 2025 Chaplaiiicy The chaplain, 8 committed Christian, and a team of three volunteers spend time with people in our different sepdices in a relaxed and informal way. When l origirially moved in to New Hopp House, I was very despondent arid generally quite Iiegative with regards to 'reiigion' and the whol