**A vital safety net for anyone in East Herts who needs free, independent, impartial advice.** **Annual Report 2024-2025** ## **A Message From Our Chief Executive Officer, Maxine Bromyard** It is a privilege to lead our fantastic organisation and I have enjoyed a busy year of funding applications, getting out and about in East Herts, organising the expansion and remodelling of our Contact Centres and introducing a new volunteer training model which is going from strength to strength. You’ll see from this report the incredible impact we make in East Hertfordshire, and this is all down to our amazing team of staff and volunteers who regularly go above and beyond what might be expected in their passion to support our clients. This year has come with many challenges, particularly around funding, and we started the year with a recruitment freeze, voluntary reductions in staff hours and closing our service on a Friday. We have been overwhelmed with the generosity of the local community in coming together to support us – through our Crowdfunders, with additional funding to support our restructure work, grants from our Town and Parish Councils and County Councillor locality budgets and individual donors. This enabled us to avoid reducing our service hours any further, maintain our Contact Centres with expansion planned for 2025/26, and to make plans to secure our long-term sustainability. Thank you to everyone who supports us, and to our extraordinary team of volunteers, staff and trustees for your passion and commitment to improving the lives of East Hertfordshire residents. **citizensadviceeastherts.org.uk** **Annual Report 2024-2025** ## **Key Achievements** With funding support from **Hertford Town Council, Bishop’s Stortford Town Council, the Brazier Trust and Ware Charities** , we were able to complete a review of our service delivery, from the viewpoint of the client, to plan and implement a service restructure and to explore options for collaboration and merger with other Hertfordshire Citizens Advice offices. ## As a result we: - changed our Contact Centre model to offer more advice to our clients in person, using volunteer advisers, which freed up supervisor time to focus on quality, support and training; - saw more clients at Contact Centres - **visits for the year were 788** , **up 23% on last year;** - added the facility to answer client calls immediately on our MessageLine in addition to the existing voicemail option, which has been very popular; - obtained funding from National Lottery for our Advice Service Manager post and restructure of the Advice team, freeing up CEO time for strategic planning; - obtained funding from National Lottery to pilot a new volunteer adviser training model with our January cohort of seven trainees now all supporting clients; - agreed in principle to explore a merger with three other Herts Citizens Advice offices. **citizensadviceeastherts.org.uk** **Annual Report 2024-2025** ## **New Endeavours** • After a successful pilot last year, we extended our working partnership with **Bishop’s Stortford Food Bank** , obtaining an award from **Herts Community Foundation** to fund our adviser one day a week at the Food Bank. In 2024/25, together we helped **83 Food Bank clients by phone (48%) and in person (52%) with debt, benefits and housing issues, achieving financial gains of £157,000** . We were very proud to achieve our joint aims of reducing Food Bank dependence and improving people’s lives. - Our remote advice project, funded by **Aviva through Citizens Advice** was extended to **2 FTE as a result of our performance in year 1** – this helped us maintain our client numbers in 2024/25 despite closing the service one day a week. - We partnered with **Carers in Hertfordshire and Citizens Advice North Herts** to deliver the Carer Money Matters project, funded by **Cadent through the Carers Trust** – delivering workshops and 1-1 benefits, debt, energy and income maximisation advice to unpaid carers throughout Hertfordshire. - We trained volunteers as housing specialists, supporting clients with enquiries relating to eviction, disrepair and neighbour disputes. - We secured funding from **HCF Frank Litchfield** to deliver financial capability in village halls in rural locations in East Hertfordshire. - We supported **Josh Dean MP** with surgeries to help people claim **Pension Credit** giving access to the **Winter Fuel Payment.** ## **Challenges** - We started 2024/25 with a critical funding situation and had to take action to reduce costs – we asked for voluntary staff hour reductions, froze recruitment, sold our supervisor services to other Citizens Advice offices, and closed on Fridays. We produced an amazing film for our **Crowdfunder, which raised over £11,000.** - While we have sufficient funding for 2025/26, we need to keep up our efforts to bring in funds for our core service, as otherwise we will have to reduce our service hours further and risk closure through using up our reserves. Maintaining our current service is the minimum we want to achieve, but we would like to build in scope for innovation and growth to offer more services to residents. - The future remains uncertain while Local Government Reorganisation discussions continue; changes to the local authority will have a significant impact on our service and how we operate, so we are keeping a watching brief and have asked to be involved in the planning of the new authority. **citizensadviceeastherts.org.uk** **Annual Report 2024-2025** **Who we are and how we help** ~~@a~~ **Free** advice for **Advocacy** - 20 staff, **5** locations **1/4** East Herts everyone – on Research & 48 volunteers, clients from everything Campaigns 11 trustees most deprived wards ~~PT TTa ewT_ ore aa~~ **Face to face Advice by Advice by Advice by Casework advice phone email webchat** ~~ee~~ **citizensadviceeastherts.org.uk** **Annual Report 2024-2025** **citizensadviceeastherts.org.uk Annual Report 2024-2025** ## **How we have helped our clients** ## **30%** of clients helped by email or webchat **64%** of clients helped by phone ## **2024/25 Top Issues** Welfare Benefits 31% (up 3% on last year) - of which Universal Credit was 7% Housing 13% (down 1% on last year) Debt and financial capability 13% (up 1% on last year) Employment 7% (up 1% on last year) Legal 6% (same as last year) ## **3%** of clients helped face to face **57%** of our **debt clients** have a **disability** or long-term health condition (of these, **31%** have a **mental health** issue) **64%** of our **housing clients** (where information recorded) were **single** and of these, **37%** had **dependent children** Family 6% (down 1% on last year) **citizensadviceeastherts.org.uk** **Annual Report 2024-2025** **Our value to society 2024/25** ## **For every £1 invested in Citizens Advice East Herts we generate at least:** **----- Start of picture text -----**
£5.12 £31.28 £16.55
in savings to in wider in financial
local and
economic and value to the
national
social people we
government and
benefits help (specific
public services (public value) outcomes to
(fiscal benefits)
individuals
Total: £2,557,932 Total: £15,629,578 Total: £8,271,514
**----- End of picture text -----**
**citizensadviceeastherts.org.uk** **Annual Report 2024-2025** ## **Savings and Value to the Public Purse** **£168,791 saved by local government through reducing homelessness** **£18,910 saved by local government through reducing Council Tax arrears** **£389,196 saved by the NHS through reducing use of mental health and GP services, and keeping people in work** **£468,368 saved by local housing providers by preventing evictions** **£11,078,213 in public value improving clients’ wellbeing, family relationships and positive functioning** Maximising the income for those we help prevents more costly intervention. This helps reduce financial difficulty, promotes inclusion and benefits the economy. These figures are based on an approved Treasury model using the latest evidence and data from across the Citizens Advice network applied to our local service outcomes. The calculation is conservative and represents a minimum return on investment in our service. For more information, see https://www.citizensadvice.org.uk/about-us/information/all-our-impact/ **citizensadviceeastherts.org.uk** **Annual Report 2024-2025** ## **Client Quotes** “I am very grateful for Citizens Advice help. It is very reassuring that when major problems in life crop up, there is an organisation which has people with very good knowledge who can help me to get things sorted. Citizens Advice is invaluable and has been a great help to me over the years.” “I cannot thank the adviser enough - she is an absolute professional with all I've needed help with - I can't say where I'd be without her input. Thank you is not a big enough word to express my heartfelt gratitude.” **Seven in ten clients told us their problem was solved following our advice. Three in four clients said they could not have solved their problem without us.** **citizensadviceeastherts.org.uk** **Annual Report 2024-2025** ## **Donors and Supporters** We are very fortunate to receive funding from several sources: - Local people - Businesses - Trusts - Foundations - County, District and Town Councils - Other charitable givers We are grateful to everyone who supports our work with financial and in-kind contributions and want to thank you all for enabling us to provide our free, confidential and impartial advice service to everyone who needs it in East Herts. **Thank you to everyone who gave to us this year. A few of our donors have told us why they support our work….** citizens We are grateful to everyone who supports our work with financial **Mayor of Hertford 2024-25, Cllr Rachel Carter** , chose us as one and in-kind contributions and want to thank you all for enabling us of her charities for the year 2024/25 - she said: to provide our free, confidential and impartial advice service to “My father was a volunteer for many years, and I know what an essential service it is. The support and advice it provides free of charge to all citizens on debt, benefits and all manner of other issues is invaluable. **Thank you to everyone who gave to us this year. A few of our** “Its funding has recently been cut as councils come under financial **donors have told us why they support our work….** pressure and it may have to reduce its hours. So, it was a no brainer, really, to choose this charity, which does so much for Hertford citizens.” ae **citizensadviceeastherts.org.uk Annual Report 2024-2025** ## **Our Donors & Supporters – Thank You!** **Bishop’s Stortford Food Bank** – partner – quote from Bill MacDonald (previous chair) “For some time, we’ve been concerned that simply giving food is not enough, that more needed to be done to help people deal with the issues that have contributed to their food poverty in the first place. “For that reason, we’ve been happy to enter into a partnership with East Herts Citizens Advice to provide an adviser at the food bank for our clients. “Part-funded by Hertfordshire Community Foundation, the adviser is at the food bank every Thursday to offer free, confidential, face-to-face and telephone advice on issues such as debt, benefits, housing and more to help move people on from their difficult situations. “Partnerships like this can really make a difference for people in difficult circumstances.” **Annual Report 2024-2025** **citizensadviceeastherts.org.uk** **Our Donors & Supporters – Thank You!** **Cllr Richard Townsend Cllr Sarah Hopewell East Herts District Council East Herts District Council** “The expertise and experience of the Citizens Advice team are a daily “Citizens Advice “life-saver” and in my own attendance at the venues I am provides such an constantly astounded at the essential service.” response, support and dedication to organise, guide and direct people often at their wits end, fearful and in desperate need.” **citizensadviceeastherts.org.uk** ~~@ @ @~~ **Annual Report 2024-2025** ## **Our Donors & Supporters – Thank You!** **Annual Report 2024-2025** **citizensadviceeastherts.org.uk** ## **Our Donors & Supporters – Thank You!** citizens **citizensadviceeastherts.org.uk/support-us/ Annual Report 2024-2025** ~~bo~~ ## **Donors & Supporters** Thanks to our generous **County, District, Parish and Town Councils** listed below who have supported Citizens Advice East Herts in 2024/25. As a local charity, it is fantastic to have your support. We hope our work makes your communities stronger and more resilient. - Hertfordshire County Council - Albury Parish Council - East Herts District Council - Bayford Parish Council - Uttlesford District Council - Benington Parish Council - Bishop’s Stortford Town Council - Broxted Parish Council - Buntingford Town Council - Buckland & Chipping Parish Council - Hertford Town Council - Hunsdon Parish Council - Sawbridgeworth Town Council - Little Berkhamsted Parish Council - Ware Town Council - Stanstead Abbotts Parish Council - Stanstead St Margaret’s Parish Council **citizensadviceeastherts.org.uk/support-us/** **Annual Report 2024-2025** ## **Donors & Supporters** ## We have been fortunate to receive donations both for our **core work** and **projects** from the following supporters: - Amwell Rotary - Arnold Clark Automobiles Limited - Aviva Community Fund - Bishop’s Stortford Food Bank - Brazier Trust - Breathe HR - Carers in Hertfordshire (Cadent via Carers Trust) - Citizens Advice Core Service Donation Funding (Aviva) - • Councillor Dave Willcocks (Quiz Night) - Easyfundraising - East Herts Lottery - Equals Money - Essex Community Foundation - Friends of EHCAS - Gilfrere Fund - Graham Rowlandson Foundation (via Citizens Advice St Albans District) - Henry Smith Foundation - Hertford Rotary - Hertford Shires Rotary - Hertfordshire Community Foundation - Inner Wheel Club of Ware - Interact Club of Hockerill College - Lucie and Steve Gallagher - McMullen & Sons Mac’s Hart Trust - Mrs Smith & Mount Trust - Shepherds of Hertford Estate Agents - Stansted Airport Community Fund - The National Lottery Awards for All - Ware Charities - As well as numerous donations from individuals **citizensadviceeastherts.org.uk/support-us/** **Annual Report 2024-2025** ## **Donors & Supporters** We would also like to thank the following businesses for their **pro-bono work** for us. **citizensadviceeastherts.org.uk/support-us/** **Annual Report 2024-2025** **Citizens Advice East Herts** is an independent, trusted and well-known local charity, and a member of the **national Citizens Advice Network.** We provide a free, independent and impartial advice and information service for anyone who needs it. East Hertfordshire is a large semi-rural district, and ensuring all residents can access quality advice is one of our top priorities. Whatever the problem, no matter how big or small, we are here to help you find a way forward. ## **citizensadviceeastherts.org.uk** © Citizens Advice East Herts November 2025 Citizens Advice East Herts is an operating name of East Hertfordshire Citizens Advice Service. Charity Registration Number 1083211. Company Limited by Guarantee. Registered Number 3982216 England. Authorised and Regulated by the Financial Conduct Authority FRN: 617594. Registered office: The Manor House, High Street, Buntingford SG9 9AB East Herts Citizens Advice Service (A charitable company Ilmlted by guarantee) REPORT OF THE TRUSTEE BOARD FOR THE YEAR ENDED 31 MARCH 2025 Registered Charity No.. 1083211 Company No: 3982216 UNAUDITED *AE69TP31' 2811112025 COMPANIES HOUSE A03 #1S6 citizens advice East Herts Contents of the Financial Statements st for the year ended 31 March 2025 Page Administration Trustees, Report 3to8 Independenl Examinerfs Report Statement of Financial Acts"vities 10 Balance Sheet 11 Statement of Cash Flows 13 Notes to the Financial Statements 14to22 citizens advice East Herts Trustoes and Directors for the year ended 31." March 202*J Tony Murphy James Dowson Vacant Nicola Anderson Gary Cansick Natalie Edwards Barry Hunt Christine Gillham Jane Sartin Ballu Sesay Richard Smith". Rachael Wllliarnson Chair Secretary Treasurer Appointed 261h April 2024 Resigned 6th November 2024 . Gary Cansick completed 6 y88rs as Treasurer at the November AGM and the Board agreed the position should remain vacant (while a potential merger is considered), with Gary continuing to support the Board with finance matters. Richard Smith stepped down as trustee at the November AGM, but following discussions with the Chair. agreed to be co.,opted back to the Board for •￿UpPOrt with ongoing projcotp including thc mcrgcr didcu0￿1ond. Thia propoal wa %4ypruved by Ili¥ 8ui41d Éil Ilie riieelirig uri Novernber 25th 2024. Registered Offico: The Manor House High Street Buntingford Hertfordshire SG9 9AB Bankers: Barclays Bank PIC 10 North Street Bishop's Stortford Hertfordshire CM23 2LH Independent Examlner8: Montague Accounts Poachers Cottage Brewers Lane Badsey Evesham WR117EU citizens advice East Horts Trustees, Report The Trustees are pleased to submit their annual report and financial statements for the year ended 31 March 2025 for the East Herts Citizens Advice Service, referred to in these statements as Citizens Advice East Herts. The Directors act as Trustees for Citizens Advice East Herts, and are ￿ferred to as such throughout this report. Legal and adrninistrative infomation set out on page 2 forms a part of this report. The financial statements compty with current statutory requirements, the Mernorandum and Articles of Association and the Statement of Recommended PraCts.￿ - Accounting and Reporting for Charities (effective 1st January 2019). 1. Objects and policy The objects of the SeNice are to ensure that individuals do not suffer through a lack of knowledge.. of their rights and responsibilities., or of the Servi￿ available to them: or through an inability to express their needs effectively,. and. equally, tn e.xerc.ise a responsible influence on the development of social policies and services, both locally in each of its outiets, regionally and nationally. The Trustees confirm that they have referred to the guidance contained in the Charity Commission's general guidance on public benefit when reviewing the Sep4ice's aims and objectives and in planning future activities and setting policy for the year. In particular. the Trustees consider how planned activities will contribute to the aims and objectives they have set. 2. Oryanlsatlon A Board administers the charity and meets as required to fulfil its duties, a minimum of four times a year. The Board has established three Su￿committees. Finance, Risk and Staffing and Personnel. Sub With complcx problcm44 that necd in depth upport. We are currently staffed by 19 part-time and one full time paid employee (2023124. 18 part-time and one full ts'me paid employee) and 48 volunteers excluding trustees (2023124, 52 volunteers). Our volunteers are the backbone of our organisation, giving us in the region of 18.550 houts of their time (2023124. 14,600 hours) in the last year. They includc young people loolcing for their first job. professionals who want to broaden their horizons and retired people who want to give something back to the community. We value equality and diversty and offcr training and support to Wc havc a =trong track record of working in partnerehip and wc arc a key partncr on 'Eaot Hcrts frontline, _ 8n online reforral tool to help enèure that revoidcnt* get timely acccas to the right levcl of a￿oi￿tancC and aUPPOrt, do not need to repeat porsonal detailed and arc nOt10￿t within a P￿¥1gnp0￿tlng sy etem. In March 4025 thcrc wore 273 published services in East Herts, an increase of 670/0 on 2023-24. During 2024-25, we made 680 referrals to partners. down from 1003 in 2023-24. The decrease was in reduced referrals to Bishop's Stortford Food Bank, as we worked in partnership over the year, with an adviser at the Food Bank to support clients and reduce dependence on food vouchers. Food Banks remained the most popular destinations along with fuel support, law clinics and Christians trt Povcrty we reduccd our dcbt advicc capacity due to funding rc￿trictl0nS). We received around 360 inward Iigain4• referrals, up 40'/o from 2023-24, with the main sources being social prescribers (36Yo of the total), Age UK, Healthy Hub. and referrals to our Herts-wide carers project, funded by Carers in I lertfordshire. Why wo're n•eded Although East Herts is a relats'vely prosperous part of the country, it contains areas of relative deprivation and a disproportionate number of our clients come from these areas. Our clients are most likeFy to earn signifirAntly less than the average East Herts resident, less likely to be in employment, more likely to be disabled or have a long-tenn health problem, and less likely to own their own home. Almost a quarter of our clients who live in East Herts come from thc 5 m031 dcprived Ea3t l.lerts wards {a similar figure to &0&31. 41 and some are disadvantaged by their rural location with poor transport links and less energy*fficient homes (East Herts is the most rural of all Herts districts). Thc Covid ￿howCd just how vulncrable any of con be to suddcn lifc changc4. In addition, the cost-of-living crisis is also highlighting fault lines in our society to which our clients are most exposed. They are in dire need of our advice to help them through these difficult times. What we do We understand the complexity of issues that affect people. We provide education and skills to help our clients understand their rights and responsibilities, and options for addressing their issues. Our advice on any subject can improve people's health, make a difference to their finances and make them more resilient. We aim to enable our clients to find a way fO￿ard by tailoring the advice we give to their individual needs. In addition lo our goncfalivt advico *%>ervice, we run projcctw•*, whore fundcd by partncr*U. Our *JpccIaSi￿l PTOjCCt 8rcas in 2024125 have included debt advi￿. hornelessness prevention, crisis intervention, cost of living support, disability benefits. housing casework, home visiting, rural outreach and Herffordshire-wide support for unpaid carers, Last year we helped 5,892 people (slightly up from 5.799 in 2023124). on a range of issues including benefits. debt. housing, employmènt and relationships, offering many multipl• appointments as w6 worked holists'cally with thom to improve their lives. Our advice available to everyone, but significant numbers of clients come to us because they arc vulnorable. facing hard hip and unablc to move forward without help. We take our advice service direct to the community with weekly Contact Centres in Hertford. Bishop's Stortford. Ware and Buntinglord. Wc continucd our rural cngagomcnt projoct. running advicc in Villago Hall￿ ond dclivcring financial incluv4•ion workshops, and have obtained funding to continuc thir work in ?0?51?6. Thc work=hop= tacl 737 (7,893) (72.278) 737 Net movements In Funds Reconclliatlon of Funds: Total funds brou ht forward 169 957 11.299 4,143 181.256 108.978 Total Funds carried forward 104 835 9 Comm5tments under operating leases 202412025 202312024 L•nd & 8ulldlng8 Other Land & Bulldlngs Oth•r Oto1year 3,436 6,900 10 Flxed assets Computer Equipment Total Cost At start of the year Additions 59,995 59,995 59.995 59.995 Depre¢latlon At start of the year Annual Charge 59,995 59,995 59,995 59,995 Net book value at the end of the year Net book value at the start of the year 19 citizens advice 11 Debtors - amounts falling due within one year 2025 2024 Accrued Income Prepayments Trade Debtors 5,563 118 2,707 829 Totsl 4,980 12 Crndftors: Amounts lalllng due wlthin one year 2025 2024 Other Creditors Accruals Deferred Income 18,167 2,497 36,230 1,864 6,329 44,423 20,663 Deferred Income reconcllSatlon: 2025 2024 Balance broughl forward Amount released to the Statement of Financial Activitres Amount deferred in the year Balance carried forward 6.329 (6,239) 31,767 (31,767) 6,329 6,329 Deferred income represents funds advanced ft)r projects undertaken in the following year. 13 Pen81on8 The charity observes its obligations under auto*nrolment. and some employees of the charity are entitled to join a defined contribution "money Purchase" scheme. The charity's contributions are restricted to a maximum of 6% of the employee's gross salary. EHCAS participated in a defined benefit pension scheme operated by Hertfordshire County Council until 31 December 2008. There are no active members ol the scheme and the Trustees had agreed with the Trustees of the pension scheme that the charity may continue to participate in the scheme, making payments of £2,500 per annum. EHCAS, being a ceased employer within the lund with an outstanding deficit, had been required to value the deficit on a Gilts (cessation) basis, a full review and actuarial valuation being completed triennially. The basis used for the more recent valuations however was Gilts with cessation mortalty. Cessation mortalty assumes a more PTudent life expectancy - people will be expected to live longer, and pensions expected to bp. paid for longer. therefore a sliqhlly increased liability- During 2020121 changes in legislation provided that where active rnembership had ￿aSed it was then a requirement to obtain a 'cessation valuats"on' of the scheme, with a view to reaching settlement over an agreed period. and the scherne effectively cease. The Trustees instructed a professional cessation valuation, the Report ￿Vealing a deficit of £123,000. of which £3,000 was settled in the 2021122 year. wÈth a proposal of £1,000 per calendar month to clear. This persisted throughout 2022123, but the settlement period would have proved an unacceptably long penod at that rate. For 2023124. and beyond, settlement has been offered, and accepted, at £1.800 per calendar month which will settle the deficit over the ensuing five years. The resultant liability at 3111 March 2025 of £67,200 is shown in these Accounts. Given that this is now an absolute liabilty, no details of the underlying assets and liabilities need be disclosed here. 20 cltizens advice 14 Summary of Funds At 1 Aprll 2024 Movement for the perlod At 31 Pjlarch 2025 Restricted Funds." Designated funds: Unrestricted Funds: Total: 4,143 39,225 43,368 104,835 108,978 36.745 75,970 141580 184,948 15 Restrlcted Funds Balance Held at 31 March 2024 Balance Held at 31 March 2025 Incomlng Outgoing Transfers Foodbank Carers in Herts Cost of Living Adviser CitA Cost of Living Adviser (NHS) Frank LitchfEld Gen Advice Other Henry Smith Restructure Stroud CA -R Wewn CA-R CLIENT FUNDS Scams Crisis Intervention Disability Benefits EHC Homeless Other Casework Awards For All Trainin Other Total 12,249 12,160 72,625 3,175 5.000 27,921 51.200 30,000 6,045 7,724 1,703 1,666 27,529 10,000 20,973 13,341 18,643 829 322 783 (8.718) (13,052) (73.197) (3,240) (545) {22,362) {51,200) (14,821) (6,136) {7,823) (1,692) (1,609) (28,910) (10,218) (22,098) (14,990) (4,162> 3,531 892 168 404 65 4.455 5,559 15.179 91 99 11 57 1,381 218 1,125 235 1,414 14,481 288 285 797 16 Movement In Funds At 1 April 2024 Incomlng Resources Outgoing Resources At 31 March 2025 Transferd Restricted Funds: Advice services 4,143 4,143 322,783 322.783 285,797 285,797 2,239 2,239 43,368 43,368 Unrestricted Funds: Designated reSe￿e fund General fund 104,835 104.835 202.929 202,929 163,945 (163,945) 2,239 2,239 141,580 141,580 Total Funds 108,978 525,712 1449,742) 184,948 21- citizens advice 17 Reconclliatlon of net Incomellexpenditure) to net cash flow from operatlng actfvitles 2024125 2023124 Net expenditure for the reporting period {as per the Statement of Financial Activrties) Adjustments for: Depreciation Charges Decreasel(Increase) in debtors Increase in creditors Movement in ension liabili Net cash rovided b I used in 75,970 (72,278) 701 (2,366) (23,761) (1,812) eratin activities 31,310 95 656 18 Rolated party transactlon8 During the year, £6,000 {202312024: £9,000) was the deemed market value of ser41￿S provided without charge by Tees Solicitors for legal work. James Dowson, a director of the company, is a partner of Tees. Also £3.500 (202312024.. £650) was the deemed market value of services provided without charge by fvlishcon de Reya for HR related advice. Nicola Anderson. a director of the company, was an employee of Mishcon de Reya during 2024r25. There are no other related parties to nole. 22 East Herts Citizens Advice Service (A charitable company Ilmlted by guarantee) REPORT OF THE TRUSTEE BOARD FOR THE YEAR ENDED 31 MARCH 2025 Registered Charity No.. 1083211 Company No: 3982216 UNAUDITED *AE69TP31' 2811112025 COMPANIES HOUSE A03 #1S6 citizens advice East Herts Contents of the Financial Statements st for the year ended 31 March 2025 Page Administration Trustees, Report 3to8 Independenl Examinerfs Report Statement of Financial Acts"vities 10 Balance Sheet 11 Statement of Cash Flows 13 Notes to the Financial Statements 14to22 citizens advice East Herts Trustoes and Directors for the year ended 31." March 202*J Tony Murphy James Dowson Vacant Nicola Anderson Gary Cansick Natalie Edwards Barry Hunt Christine Gillham Jane Sartin Ballu Sesay Richard Smith". Rachael Wllliarnson Chair Secretary Treasurer Appointed 261h April 2024 Resigned 6th November 2024 . Gary Cansick completed 6 y88rs as Treasurer at the November AGM and the Board agreed the position should remain vacant (while a potential merger is considered), with Gary continuing to support the Board with finance matters. Richard Smith stepped down as trustee at the November AGM, but following discussions with the Chair. agreed to be co.,opted back to the Board for •￿UpPOrt with ongoing projcotp including thc mcrgcr didcu0￿1ond. Thia propoal wa %4ypruved by Ili¥ 8ui41d Éil Ilie riieelirig uri Novernber 25th 2024. Registered Offico: The Manor House High Street Buntingford Hertfordshire SG9 9AB Bankers: Barclays Bank PIC 10 North Street Bishop's Stortford Hertfordshire CM23 2LH Independent Examlner8: Montague Accounts Poachers Cottage Brewers Lane Badsey Evesham WR117EU citizens advice East Horts Trustees, Report The Trustees are pleased to submit their annual report and financial statements for the year ended 31 March 2025 for the East Herts Citizens Advice Service, referred to in these statements as Citizens Advice East Herts. The Directors act as Trustees for Citizens Advice East Herts, and are ￿ferred to as such throughout this report. Legal and adrninistrative infomation set out on page 2 forms a part of this report. The financial statements compty with current statutory requirements, the Mernorandum and Articles of Association and the Statement of Recommended PraCts.￿ - Accounting and Reporting for Charities (effective 1st January 2019). 1. Objects and policy The objects of the SeNice are to ensure that individuals do not suffer through a lack of knowledge.. of their rights and responsibilities., or of the Servi￿ available to them: or through an inability to express their needs effectively,. and. equally, tn e.xerc.ise a responsible influence on the development of social policies and services, both locally in each of its outiets, regionally and nationally. The Trustees confirm that they have referred to the guidance contained in the Charity Commission's general guidance on public benefit when reviewing the Sep4ice's aims and objectives and in planning future activities and setting policy for the year. In particular. the Trustees consider how planned activities will contribute to the aims and objectives they have set. 2. Oryanlsatlon A Board administers the charity and meets as required to fulfil its duties, a minimum of four times a year. The Board has established three Su￿committees. Finance, Risk and Staffing and Personnel. Sub With complcx problcm44 that necd in depth upport. We are currently staffed by 19 part-time and one full time paid employee (2023124. 18 part-time and one full ts'me paid employee) and 48 volunteers excluding trustees (2023124, 52 volunteers). Our volunteers are the backbone of our organisation, giving us in the region of 18.550 houts of their time (2023124. 14,600 hours) in the last year. They includc young people loolcing for their first job. professionals who want to broaden their horizons and retired people who want to give something back to the community. We value equality and diversty and offcr training and support to Wc havc a =trong track record of working in partnerehip and wc arc a key partncr on 'Eaot Hcrts frontline, _ 8n online reforral tool to help enèure that revoidcnt* get timely acccas to the right levcl of a￿oi￿tancC and aUPPOrt, do not need to repeat porsonal detailed and arc nOt10￿t within a P￿¥1gnp0￿tlng sy etem. In March 4025 thcrc wore 273 published services in East Herts, an increase of 670/0 on 2023-24. During 2024-25, we made 680 referrals to partners. down from 1003 in 2023-24. The decrease was in reduced referrals to Bishop's Stortford Food Bank, as we worked in partnership over the year, with an adviser at the Food Bank to support clients and reduce dependence on food vouchers. Food Banks remained the most popular destinations along with fuel support, law clinics and Christians trt Povcrty we reduccd our dcbt advicc capacity due to funding rc￿trictl0nS). We received around 360 inward Iigain4• referrals, up 40'/o from 2023-24, with the main sources being social prescribers (36Yo of the total), Age UK, Healthy Hub. and referrals to our Herts-wide carers project, funded by Carers in I lertfordshire. Why wo're n•eded Although East Herts is a relats'vely prosperous part of the country, it contains areas of relative deprivation and a disproportionate number of our clients come from these areas. Our clients are most likeFy to earn signifirAntly less than the average East Herts resident, less likely to be in employment, more likely to be disabled or have a long-tenn health problem, and less likely to own their own home. Almost a quarter of our clients who live in East Herts come from thc 5 m031 dcprived Ea3t l.lerts wards {a similar figure to &0&31. 41 and some are disadvantaged by their rural location with poor transport links and less energy*fficient homes (East Herts is the most rural of all Herts districts). Thc Covid ￿howCd just how vulncrable any of con be to suddcn lifc changc4. In addition, the cost-of-living crisis is also highlighting fault lines in our society to which our clients are most exposed. They are in dire need of our advice to help them through these difficult times. What we do We understand the complexity of issues that affect people. We provide education and skills to help our clients understand their rights and responsibilities, and options for addressing their issues. Our advice on any subject can improve people's health, make a difference to their finances and make them more resilient. We aim to enable our clients to find a way fO￿ard by tailoring the advice we give to their individual needs. In addition lo our goncfalivt advico *%>ervice, we run projcctw•*, whore fundcd by partncr*U. Our *JpccIaSi￿l PTOjCCt 8rcas in 2024125 have included debt advi￿. hornelessness prevention, crisis intervention, cost of living support, disability benefits. housing casework, home visiting, rural outreach and Herffordshire-wide support for unpaid carers, Last year we helped 5,892 people (slightly up from 5.799 in 2023124). on a range of issues including benefits. debt. housing, employmènt and relationships, offering many multipl• appointments as w6 worked holists'cally with thom to improve their lives. Our advice available to everyone, but significant numbers of clients come to us because they arc vulnorable. facing hard hip and unablc to move forward without help. We take our advice service direct to the community with weekly Contact Centres in Hertford. Bishop's Stortford. Ware and Buntinglord. Wc continucd our rural cngagomcnt projoct. running advicc in Villago Hall￿ ond dclivcring financial incluv4•ion workshops, and have obtained funding to continuc thir work in ?0?51?6. Thc work=hop= tacl 737 (7,893) (72.278) 737 Net movements In Funds Reconclliatlon of Funds: Total funds brou ht forward 169 957 11.299 4,143 181.256 108.978 Total Funds carried forward 104 835 9 Comm5tments under operating leases 202412025 202312024 L•nd & 8ulldlng8 Other Land & Bulldlngs Oth•r Oto1year 3,436 6,900 10 Flxed assets Computer Equipment Total Cost At start of the year Additions 59,995 59,995 59.995 59.995 Depre¢latlon At start of the year Annual Charge 59,995 59,995 59,995 59,995 Net book value at the end of the year Net book value at the start of the year 19 citizens advice 11 Debtors - amounts falling due within one year 2025 2024 Accrued Income Prepayments Trade Debtors 5,563 118 2,707 829 Totsl 4,980 12 Crndftors: Amounts lalllng due wlthin one year 2025 2024 Other Creditors Accruals Deferred Income 18,167 2,497 36,230 1,864 6,329 44,423 20,663 Deferred Income reconcllSatlon: 2025 2024 Balance broughl forward Amount released to the Statement of Financial Activitres Amount deferred in the year Balance carried forward 6.329 (6,239) 31,767 (31,767) 6,329 6,329 Deferred income represents funds advanced ft)r projects undertaken in the following year. 13 Pen81on8 The charity observes its obligations under auto*nrolment. and some employees of the charity are entitled to join a defined contribution "money Purchase" scheme. The charity's contributions are restricted to a maximum of 6% of the employee's gross salary. EHCAS participated in a defined benefit pension scheme operated by Hertfordshire County Council until 31 December 2008. There are no active members ol the scheme and the Trustees had agreed with the Trustees of the pension scheme that the charity may continue to participate in the scheme, making payments of £2,500 per annum. EHCAS, being a ceased employer within the lund with an outstanding deficit, had been required to value the deficit on a Gilts (cessation) basis, a full review and actuarial valuation being completed triennially. The basis used for the more recent valuations however was Gilts with cessation mortalty. Cessation mortalty assumes a more PTudent life expectancy - people will be expected to live longer, and pensions expected to bp. paid for longer. therefore a sliqhlly increased liability- During 2020121 changes in legislation provided that where active rnembership had ￿aSed it was then a requirement to obtain a 'cessation valuats"on' of the scheme, with a view to reaching settlement over an agreed period. and the scherne effectively cease. The Trustees instructed a professional cessation valuation, the Report ￿Vealing a deficit of £123,000. of which £3,000 was settled in the 2021122 year. wÈth a proposal of £1,000 per calendar month to clear. This persisted throughout 2022123, but the settlement period would have proved an unacceptably long penod at that rate. For 2023124. and beyond, settlement has been offered, and accepted, at £1.800 per calendar month which will settle the deficit over the ensuing five years. The resultant liability at 3111 March 2025 of £67,200 is shown in these Accounts. Given that this is now an absolute liabilty, no details of the underlying assets and liabilities need be disclosed here. 20 cltizens advice 14 Summary of Funds At 1 Aprll 2024 Movement for the perlod At 31 Pjlarch 2025 Restricted Funds." Designated funds: Unrestricted Funds: Total: 4,143 39,225 43,368 104,835 108,978 36.745 75,970 141580 184,948 15 Restrlcted Funds Balance Held at 31 March 2024 Balance Held at 31 March 2025 Incomlng Outgoing Transfers Foodbank Carers in Herts Cost of Living Adviser CitA Cost of Living Adviser (NHS) Frank LitchfEld Gen Advice Other Henry Smith Restructure Stroud CA -R Wewn CA-R CLIENT FUNDS Scams Crisis Intervention Disability Benefits EHC Homeless Other Casework Awards For All Trainin Other Total 12,249 12,160 72,625 3,175 5.000 27,921 51.200 30,000 6,045 7,724 1,703 1,666 27,529 10,000 20,973 13,341 18,643 829 322 783 (8.718) (13,052) (73.197) (3,240) (545) {22,362) {51,200) (14,821) (6,136) {7,823) (1,692) (1,609) (28,910) (10,218) (22,098) (14,990) (4,162> 3,531 892 168 404 65 4.455 5,559 15.179 91 99 11 57 1,381 218 1,125 235 1,414 14,481 288 285 797 16 Movement In Funds At 1 April 2024 Incomlng Resources Outgoing Resources At 31 March 2025 Transferd Restricted Funds: Advice services 4,143 4,143 322,783 322.783 285,797 285,797 2,239 2,239 43,368 43,368 Unrestricted Funds: Designated reSe￿e fund General fund 104,835 104.835 202.929 202,929 163,945 (163,945) 2,239 2,239 141,580 141,580 Total Funds 108,978 525,712 1449,742) 184,948 21- citizens advice 17 Reconclliatlon of net Incomellexpenditure) to net cash flow from operatlng actfvitles 2024125 2023124 Net expenditure for the reporting period {as per the Statement of Financial Activrties) Adjustments for: Depreciation Charges Decreasel(Increase) in debtors Increase in creditors Movement in ension liabili Net cash rovided b I used in 75,970 (72,278) 701 (2,366) (23,761) (1,812) eratin activities 31,310 95 656 18 Rolated party transactlon8 During the year, £6,000 {202312024: £9,000) was the deemed market value of ser41￿S provided without charge by Tees Solicitors for legal work. James Dowson, a director of the company, is a partner of Tees. Also £3.500 (202312024.. £650) was the deemed market value of services provided without charge by fvlishcon de Reya for HR related advice. Nicola Anderson. a director of the company, was an employee of Mishcon de Reya during 2024r25. There are no other related parties to nole. 22