2023-03-31-accounts

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Citizens Advice Flintshire Annual Report 2022/2023 1 d+ ngorar opeth citizens advice Siry Fflint Flintshire Registered Charity No.1090010 | Registered Company No. 03985923

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2. Empowering our community
3. Thank You
4. In the heart of the Flintshire community
5. Message from the Chair
6. Our key achievements this year
8. Our Trustee Board
9. Accessibility and Inclusivity
10. Partnership working
14. Financial Review
16. The projects
17. Flintshire Local Advice Gateway
18. Energy Projects
20. Debt
22. Extra Mile Project
23. Welfare Rights
25. Employment & Discrimination
28. Message from our MCF Manager
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Empowering our community, shaping our future

To achieve our aims at Citizens Advice Flintshire we have established a strategic roadmap for the years 2021 through to 2026. This plan encapsulates our commitment to collective action and acknowledges the unique challenges faced by our Flintshire community. Our vision and ambitious goals in five key areas:

Our advice goal: We will improve the experience people have when they come to us for help, therefore everyone leaves with the knowledge and confidence they need to find a way forward.

Our advocacy goal: We will be a stronger voice on the issues that matter most to the people who come to us for help.

Our technology goal: We will use technology to enable a great experience for the people who come to us for help while freeing up resources that will allow us to meet more demand.

Our sustainability goal: We will secure our future as a service through a more collaborative, proactive and competitive approach to funding.

Our culture goal: We will be a collaborative, innovative and highperforming service that promotes equality, diversity and inclusion and challenges discrimination.

Thank You

Dear Supporters,

We cannot express enough how grateful we are for your support for our organisation. You have enabled us to provide vital services to those in our community who need it the most during these challenging times.

Thanks to our donors, volunteers and advocates, you have helped us provide free and impartial advice to those facing financial hardship, housing issues, employment problems, and other difficulties. Your support has also enabled us to adapt to new challenges brought about by the pandemic, such as remote working and digital service delivery, ensuring that our services remain accessible to all.

Your commitment to our cause is truly inspiring, and we are honoured to have you as our partners. You have helped us make a real difference in the lives of those we serve, and we cannot thank you enough.

We pledge to continue our work to support and empower our community with your continued support. Together, we can help build a better future for all.

Once again, thank you for your incredible support.

Yours sincerely,

Citizens Advice Flintshire

In the heart of the Flintshire community

We’re a local charity that’s been supporting the people of Flintshire for many years. Our main goal is to provide free and impartial advice to everyone who needs it. Whether you are struggling with Welfare Benefits, Debt, Employment, Discrimination, Energy, or Consumer issues, we’re here to help. Our team of advisers offer a range of services, from basic information and signposting to specialist casework and representation. We have offices in Mold, Holywell, and Connah’s Quay, as well as outreach services throughout the County.

We understand that people need help in different ways, which is why we offer support via telephone, email, and other digital channels. Our advisers are extensively trained to provide accurate and high-quality advice. We also offered face-to-face advice at various venues through our outreach services and held open-door sessions every week at our Mold and Deeside offices.

In addition to our usual services, we offered our clients a video call service. If our clients had an internet-enabled device with a camera, like a smartphone, tablet, or laptop, they could access this service through our website.

At Citizens Advice Flintshire (CAF), we’re passionate about providing the best service possible, and we’re committed to maintaining our high standards. That’s why we undergo rigorous case checking and independent file reviews, and we’re regulated by the Financial Conduct Authority (FCA). Citizens Advice also carries out an annual audit of our quality of advice and business integrity.

Message from the Chair

I am proud to reflect on the past year and share our progress with you. This year has been one of great change and challenge, but our team has risen to the occasion with resilience, dedication, and unwavering commitment to our community.

Throughout this year, we have remained focused on our mission to provide free, confidential, and impartial advice to the residents of Flintshire. Despite the difficult circumstances, we have adapted our services to meet the changing needs of our community. We have continued to offer high-quality advice and support, whilst expanding our outreach services and introducing new digital channels to reach even more people in need.

None of this would have been possible without the hard work and dedication of everyone in our organisation. I would like to express my deepest gratitude to our advisers, volunteers, administrative staff, and trustees, who have all played a vital role in supporting our community during these challenging times. Your tireless efforts have made a real difference in the lives of those we serve.

As we move forward, I am confident that we will continue to build on our successes and overcome the challenges that lie ahead. Our commitment to our community remains as strong as ever, and we will continue to work tirelessly to ensure that everyone in Flintshire has access to the advice and support they need.

Once again, thank you all for your hard work, dedication, and commitment to our cause. Your contributions are truly valued, and I am honoured to lead such a passionate and committed team.

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Our key achievements this year

As we continued to recover from changes in the way we work following the pandemic this year, we focused on taking advice and information out into our local communities, working with both established and new partners. Supported by funding opportunities, we expanded our presence in local communities by initiating weekly advice sessions at three food banks in Buckley, Flint, and Mold. These sessions allow individuals collecting food parcels to access crucial advice, addressing the root causes of food poverty, including income maximisation, debt management, energy-related issues, and more.

Our outreach efforts continued in places such as the Rivertown Church (Community Support Hub), Flint Library, KIM Hub Holywell, and the Heddfan Ward in Wrexham Maelor Hospital. Additionally, we engaged with the community through information stalls at various events and school parent evenings, including Ysgol Bryn Deva, Golftyn Primary, and Leeswood Primary. Furthermore, we continued to advocate for our clients, gathering evidence and participating in campaigns to highlight their often dire situations. We met with local MP Mark Tami to express our concerns regarding the impact of the rising cost of living.

In February, our organisation transitioned to a new telephony platform with minimal downtime, improving efficiency for both advisers and clients. We are continually refining the management and reporting tools associated with this system.

Lastly, we actively contributed to national and local research and campaigns and organised information-sharing events for our partners through Action for Children.

Message from the CEO

Citizens Advice Flintshire (CAF) experienced an unprecedented demand for our services this year as people struggled with the cost of living crisis. Higher costs continue to place pressure on household budgets and in some areas of advice, we continue to break unwelcome records. One extremely concerning record is that across Wales on average in 2022, debt clients actually had a deficit income, by which we mean they spend more on essential spending than they have coming in. This is significantly worse for people living with a disability / long-term health condition. In response, CAF focused on resuming face-to-face services and developing additional services in an attempt to help those in most need in our communities. Therefore, whilst our staff and volunteers worked tirelessly, we knew there were still a lot of people finding it difficult to reach us, so we focused our attention on taking our advice services out to partner agencies in the community. Fortunately, there were a number of funders, including donations made to national newspapers, administered by the Wales Council for Voluntary Services, donations made to Citizens Advice national appeals and the Cost-of-living Response Fund Cymru, National Lottery in Wales, who wanted to support us by helping those in most need. As a result of which, this enabled us to work in collaboration with the Flintshire Foodbank to establish an outreach service at three of their busiest locations – Buckley, Mold and Flint – whilst maintaining our existing outreaches in a range of partner agency spaces to ensure we can help the people that need advice and support the most. One positive initiative we were able to establish in Flintshire is a dedicated advice service for 18-year-old care leavers participating in the Welsh Government’s ‘Universal Basic Income’ pilot. Care leavers often face significant barriers to achieving a successful transition into adulthood and the aim of this pilot was to guarantee a monthly income for those young people leaving care, to enable them the space to develop into independent adults, whilst securing their basic financial needs. We worked closely with Flintshire County Council to help these care leavers decide if this pilot was the right path for them and to help them navigate this transition into adulthood by providing ongoing advice and budgeting support.

People continue to be the core of our service. The trustees work to set the strategy and direction of the service, the support staff ensure the smooth running of the service, including promoting our services and the managers who work to ensure we develop the standards, the people and the services that deliver the advice. Without these people and this commitment, there would be no service.

Finally, a big “thank you” to all staff and volunteers who have advised and supported clients through calls, emails, and visits, often during dire circumstances, in order to help them. Planning ahead, we acknowledge that we will need to share more client’s stories and undertake more campaigning at a time of unprecedented poverty and deprivation to highlight the increasingly concerning impacts of policy decisions.

Our Trustee Board

There are some amazing people behind Citizens Advice Flintshire and an extremely important group are our trustees! They set the big picture for our organisation and make sure we’re heading in the right direction. As trustees under charity and company law, they take their responsibilities seriously, ensuring they oversee all aspects of the charity. The trustee board meets six times a year, and they also have two subgroups: the Personnel Sub Group (PSG) and the Monitoring and Review Group (MARG).

They get together at various events too, which helps them work together as a team and develop our organisation’s strategic direction. Our Chief Executive and management team takes care of the day-to-day operations, but the trustees are the ones with the big picture in mind. They’re committed to high standards of corporate governance, and they follow the principles and practices set out in the Charity Governance Code. These folks have some serious skills and experience to.

Let me introduce you to the team - We’re lucky to have such a fantastic group of people guiding our organisation, and we’re grateful for all the hard work and dedication they bring to the table.

Laura Clays - Chair and Governance Lead Sara Tyson - Vice Chair and People Lead Martin P Lewis - Treasurer

Paul Bevan - Strategic Change Bryan Grew - Information Assurance Lead Sally Griffith-Parry - Project Management Klaus Armstrong Braun - Partnership Working Karen Armstrong - Communications Lead Michelle Perfect - Business Planning Lead

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Accessibility and Inclusivity

At Citizens Advice Flintshire, we are committed to providing our services to everyone, regardless of their background, identity, or ability. This past year, we have taken several steps to improve accessibility and inclusivity throughout our organisation.

Website and social media accessibility - We recognise that our website and social media channels are often the first point of contact for many people seeking our services. To ensure that we’re accessible to as many people as possible, we undertook a review and as a result of this; we have made several small improvements, including adding alt-text descriptions for images and videos, using inclusive language and using adequate font size to name just a few of the changes we’ve made.

BSL project - In addition to our website accessibility review, we launched a new British Sign Language (BSL) project this year. This project is aimed at improving access to our services for members of the Deaf community who use BSL as their first language. We have engaged with BSL interpreters to provide interpretation services for clients who use BSL. We have also produced a BSL video to help raise awareness of our services among the Deaf community.

Inclusivity training - Finally, we recognise that inclusivity is a core value of our organisation. This year, all of our staff received training from the Royal National Institute of Blind People (RNIB) on how to improve inclusivity within our organisation. This training has helped us to develop a greater understanding of the challenges faced by people with disabilities and how we can work to create a more inclusive environment for everyone. We are committed to continuing to improve accessibility and inclusivity throughout our organisation, and to ensuring that everyone who seeks our services feels welcome and supported.

At CAF, we know that working together provides the best opportunities to help more people and in a way that is appropriate for them. We work with statutory and non- statutory agencies to help people resolve their problems. We try to create opportunities to share information on social welfare issues and changes and do this through awareness raising, providing information and training to other organisations and directly to clients via our E news that clients can sign up for.

A good example this year was our Cost of Living Crisis event, held in partnership with Flintshire County Council in November 2022. This workshop brought together over100 participants, including frontline workers, Council Staff, Council Members, a broad range of third sector and faith groups, all of whom have an interest and passion for the wellbeing of the local community. This event served as a catalyst for us to revive the Advisers Network Forums that aim to bring together local service providers in Flintshire for networking and updates on advice and support services. The primary objectives of these forums are to foster networking, provide updates on advice and support services,

So far we have had lots of success covering topics such as • Challenges of the cost of living crisis • What Government support is available • Food provision in Flintshire, including Community Fridges • Warm Hubs • What help is available for people with pets • Changes to the Renting Homes (Wales) Act 2016 • Flintshire County Council’s ‘Housing & Prevention’ Service.

We are grateful for the positive feedback we received from event attendees, which reflects the value and impact of these forums: “Very useful to learn about all the other services available to clients and who to approach for help.” “It was great to be able to network with other organisations, share what support we provide in our communities and learn more about other services is really valuable and gives great insight to where we can refer or signpost vulnerable people to the right services to meet their needs while also working with us to improve their mental health.” The success of these events would not have been possible without the active participation and collaboration of our community partners, and we look forward to continuing this journey together in support of our local community & well-being meet their needs while also working with us to improve their mental health.”

47% increase on the previous year

9214 ,

2 local offices reopened and 3 new outreach locations were established for face-to-face services

40 399 ,

88% of people would recommend our service

11 new volunteers recruited & trained

That’s an average of 4 problems per client

We Answered a total of 3 974 , local phone calls

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Over £3.5
million
income
generated
for our
clients
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We issued a total of 910

Foodbank Vouchers

Challenging a tough decision

In August 2021, Mark sought our help in challenging a Personal Independence Payment (PIP) decision. Mark had applied for PIP due to his severe heart failure diagnosis in March 2021, but his application was turned down after his assessment did not score any points.

Despite being employed, Mark had to reduce his working hours because of his health problems. His heart condition had significantly impacted his ability to carry out day-to-day activities, and his partner had to assist him more and more. Mark’s health problems had also severely affected his mental health, resulting in a diagnosis of depression and a need for medication. His depression made it difficult for him to feel motivated and confident. The appeal process took a long time, and there were several adjournments. Finally, in February 2023, Mark’s appeal was heard, and he was awarded both the Daily Living and Mobility components of PIP. Because of the prolonged waiting time, Mark also received arrears of approximately £13,000, which he said came at an opportune moment as he needed costly repairs for his car, which he used to travel to work.

Mark expressed his gratitude for the assistance he received from Citizens Advice Flintshire, and his case is an excellent example of how we help people in need by providing them with the support and guidance they require. If you need help with a claim, please get in touch: www.flintshirecab.org.uk

This year, the total income for the charity was £1,406,390, which comes from a combination of contracts, grants and donations. It has enabled us to deliver multiple services and projects with the help of our staff and volunteers who provide great value to the organisation.

We appreciate the substantial support we receive from a diverse group of funders. This plays a crucial role in enabling us to meet the growing demand for our services. Their generous backing has been instrumental in our ability to respond to this increased need.

Flintshire County Council’s funding is the foundation of our service. This income contributes significantly towards the core service. To keep track of our impact on the community, and to compare this to the level of funding we receive, we record the amount of income gained for clients.

We also include debts dealt with, if that’s written off directly, or through legal remedies such as bankruptcy and debt relief orders. This means that for every £1 of Funding, we generated a further £5.79 in community gain for the people of Flintshire.

Securing new funding from the Welsh Council for Voluntary Action (WCVA) was a significant achievement for us this year. This funding will support our efforts to recruit and train 40 new volunteers over the next two years, addressing the drop in volunteer numbers experienced during the COVID-19 pandemic.

Our income is split between restricted funding and unrestricted funding. Unrestricted funds are available for use at the discretion of the trustees in the furtherance of their charitable objectives. Restricted funds are subject to specific conditions by donors as to how they may be used. The purposes and uses of the restricted funds are set out in the publicly available financial accounts.

Financial Review

Welsh Government - £642,732 Flintshire County Council & Core & Contracts - £447,461 National Lottery - £164,202

Citizens Advice - £53,968 Energy Funding - £37,228 Other - £40,849

Costs breakdown

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Training Rates and Power, light Maintenance Telephone
Staff Expenses water charges and heat and repairs charges
£1,321,890 £26,429 £5,076 £12,983 £5,688 £10,582
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Postage Printing Photocopying Stationary
£2,122 £1,933 £6,043 £580
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IT support Subscriptions
£5,168 £9,737
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other charitable Total
Publicity and Professional
Insurance Bank charges
promotions fees expenditure Expenditure
£1,422,444
£477 £8,231 £4,846 £259 £400
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The projects

We’re excited to share with you all the progress we’ve made over the past year in supporting people throughout Flintshire.

Our charity is dedicated to providing free, confidential, and impartial advice to anyone who needs it. We have a number of funded projects that allow us to help people in a variety of ways, from our Flintshire Local Advice Gateway Referral Project to our Energy Projects, Debt, Our North Wales Specialist Employment & Discrimination team, and our Extra Mile Project for those suffering with ill mental health.

Through our Flintshire Local Advice Gateway Referral Project, we’re able to connect people with the advice and support they need, whether that’s specialised housing advice, financial assistance, or guidance on mental health support. Our Energy Projects help people to reduce their energy bills, whilst our debt team offers expert advice and support for those facing difficult financial situations. Our North Wales Employment and Discrimination Project focuses on supporting those who experience problems at work or those who are treated differently, due to protected characteristics. We’re also particularly proud of our Extra Mile Project, which supports people with ill mental health. We know that mental health is a crucial aspect of overall well-being, and we’re committed to helping people in Flintshire access the support they need to manage their mental health effectively.

Overall, we’re thrilled with the progress we’ve made over the past year, and we’re looking forward to continuing our work in the community. Thank you for your support and for taking the time to read our annual report. Here’s a quick update on our projects directly from our project managers.

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FLAG Flintshire Local Advice Gateway

FLAG (Flintshire Advice Gateway) project, is a crucial initiative, acting as a bridge between individuals seeking advice and ourselves.

Throughout the year 2022-2023, we have made significant progress addressing the advice needs of our community.

The FLAG project has been successfully operating since 2014, thanks to the generous funding provided by the Housing Support Grant project at Flintshire County Council. Its primary aim is to ensure early intervention, preventing issues from escalating for clients seeking advice. By receiving referrals from a wide range of organisations, both statutory and non-statutory, we strive to provide seamless access to essential advice services. When we receive a referral, our dedicated gateway assessors jump into action and conduct an initial telephone assessment with the client. This assessment helps us understand the client’s specific advice needs. Additionally, we maintain direct communication with referrers to ensure a smooth pathway for advice, especially when clients need extra support to seek advice independently. Whether we provide assisted information during the initial call or schedule a future appointment for comprehensive advice, our goal is to make the process as easy as possible for each client.

One of our key goals with the FLAG project is to avoid duplication of advice services. If another organisation is better suited to support a client’s specific needs, we happily refer them or provide signposting. For example, if a client has complex consumer issues, we direct them to the national Citizens Advice Consumer Helpline. However, it’s worth noting that over 71% of the referrals we receive ultimately find assistance through Citizens Advice Flintshire, showing just how effective our project is in meeting the community’s advice needs.

During the reporting year, the FLAG project handled a total of 735 referrals, highlighting the ongoing demand for advice services. Out of these referrals, over 76% came from statutory services such as Flintshire County Council and NHS-funded projects, while approximately 24% were received from third-sector referrers like KIM Inspire, ASNEW, and NEWCIS. These numbers represent real individuals facing a range of advice issues. We addressed a staggering 1,577 issues, emphasising the complexity and interconnectedness of the challenges our clients face. The areas with the highest demand were benefits and debt, underlining the pressing need for assistance in these crucial domains.

In addition to facilitating referrals, the FLAG project takes pride in compiling and circulating the ‘Advice Provider Handbook.’ This invaluable resource equips organisations in Flintshire with comprehensive information about available advice projects. By fostering collaboration and sharing knowledge among advice providers, we contribute to a more cohesive and efficient support network for our community.

As we reflect on the year behind us, we consider the significance of addressing the advice needs of individuals in Flintshire. Through early intervention, seamless referrals, and the prevention of duplication, we have successfully supported numerous clients in navigating their challenges. The sustained demand for advice services highlights the importance of this project. By collaborating with other organisations and creating the ‘Advice Provider Handbook,’ we aim to create a stronger, more interconnected community that thrives on shared knowledge and support. We extend our deepest gratitude to our dedicated gateway assessors for their exceptional commitment and hard work throughout the year.

Energy Projects

The year has been an incredibly challenging period for Flintshire households, grappling with soaring energy bills, escalating housing costs, and the burden of higher food expenses. It’s been a very tough time for Flintshire households and a major factor has been Energy bills that are at an all-time high. To give you a rough idea, we have seen variable tariffs in the UK increase by around 80% meaning the average household bills go from around £1,971 to £3,549 per year. Many of us have our budgets squeezed, but for lower-income households, this has sometimes meant having to make the difficult decision to either ‘Heat or Eat’. As an organisation, we have seen increases in utility issues, with many people forced to choose between going into unmanageable debt or spending the winter cold and hungry. In the face of the cost of living crisis, Citizens Advice Flintshire has established several Energy projects this year to help deal with the increased demand. Through these different projects, we have been able to help customers in crises and help them resolve their energy issues. Our Energy team provides advice on fuel options, tariffs, fuel debts, supplier complaints and government grants & schemes. We also provide practical advice on heating your home efficiently to reduce energy costs.

“Our dedicated advisers have made a significant impact by assisting numerous clients with their energy-related issues, resulting in tangible financial gains for those in need. We extend our heartfelt gratitude to the generous funders of our energy projects, including the Gwynt y Môr Fund, The Energy Redress Scheme, and The Moondance Foundation, via Citizens Advice. Their unwavering support has been instrumental in enabling us to provide vital assistance to individuals facing energy challenges. Without their invaluable contributions, our mission to help people with their energy issues would not have been possible.”

Replacing an inneficient boiler

Mr. and Mrs. Johnson, a lovely couple who sought our assistance when they found themselves in a challenging situation. Facing financial constraints on their low income, they needed to replace their old, inefficient boiler but couldn’t afford to do so. Moreover, they were burdened by high energy bills, as their supplier had recently increased their direct debit to an unmanageable amount. Mr and Mrs Johnson, both homeowners with underlying health conditions, spent the majority of their time indoors.

We recognised their need for immediate support and referred them to the Welsh Government Nest scheme. Through this program, they were able to have their boiler replaced with a more efficient model. As an added benefit, solar panels were installed to help reduce their future energy bills.

In addition to facilitating the boiler replacement, we provided comprehensive advice to Mr and Mrs Johnson on various strategies to reduce their ongoing bills. We guided them through the process of applying for a Social Broadband tariff, advised them on the benefits of installing a Water Meter, and assisted them in requesting a reduction in their direct debit to reflect their actual annual energy usage. Moreover, we discussed the advantages of registering with the Priority Service Register scheme, and together we completed the application.

As a result of our collective efforts, Mr. and Mrs. Johnson now feel equipped to manage their future energy bills more effectively. They expressed their sincere gratitude for our assistance, recognising the significant positive impact it has had on their lives.

Debt

Our specialist debt projects have a crucial role in supporting Flintshire clients’ in financial hardship. The purpose and goals of the projects that we have here at Flintshire are centred around early intervention, and to offer a seamless and timely service to our clients. We take a holistic approach when supporting clients, and that includes embedding benefit uptake and providing budgeting support into our advice, as we understand that debt is often intertwined with other issues. More so than ever over the last 12 months, we’ve seen client’s simply struggling to make ends meet, and whose income is not able to meet their essential living costs. The ongoing rising cost of living crisis was a major challenge for lots of people this year.

In 2022, on average, debt clients living with a disability / long-term health condition were more prone to experiencing a deficit monthly budget compared to debt clients who are not disabled / living with a long-term health condition. By 2023, both groups have deficit budgets, however, on average our disabled debt clients now have larger deficits. This data underscores the importance of early-intervention and holistic advice. We have three debt projects at Citizens Advice Flintshire.

Through our Flintshire County Council debt project, we have a direct referral mechanism so that we are able to accept referrals from support and housing services. This project enables front line workers to refer clients at the earliest stage of their debt, ensuring that our advice can make the most significant impact when it matters most.

We are also funded by Flintshire County Council under a Housing Support Grant scheme, which focuses on assisting clients with housing arrears and those at risk of homelessness. We also have funding through the Welsh Government for our Single Advice Fund Specialist debt project, which aims to support various vulnerable groups ranging from young people to veterans and individuals experiencing domestic abuse.

Noah’s story

Noah worked as a full-time carer at a local care home but felt that he was treated unfairly compared to a colleague during his employment. Additionally, he potentially could be classified as disabled under the Equality Act 2010 and after some health issues; Noah became sick and took sick leave. Unfortunately, his employer sent him a letter the next day that undermined his intelligence and suggested that he find a different job ‘more suited to his health’. This letter breached Noah’s trust in his employer and left him feeling frustrated and helpless. To make matters worse, his employer did not follow the ACAS codes of practice, which meant that Noah’s dismissal was procedurally unfair.

Noah knew he needed help, so he turned to us for support in negotiating a settlement agreement with his employer. Due to his mental health and lack of literacy skills, Noah did not feel confident enough to challenge his employer in court. Moreover, he was struggling financially and overdrawn in his bank due to no longer having employment. Thankfully, we were able to help. We worked with Noah to negotiate a settlement agreement of £7,500, which was drawn up in a COT3 legal agreement through ACAS.

This settlement has helped Noah cover his expenses while he looks for new employment opportunities. Noah was grateful for the support he received from us.Without our help, he would not have been able to negotiate a settlement agreement on his own. His experience highlights the importance of seeking help from organisations like ours when dealing with unfair dismissal.

Noah’s story is a reminder that we all need support from time to time. We were able to provide him with the necessary resources and expertise to help him navigate a difficult situation. Our support allowed Noah to secure a settlement agreement that will help him move on from his previous job and find new opportunities in the future.

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Extra Mile Project

The Extra Mile project is dedicated to providing targeted advice services to individuals with poor mental health and well-being. Throughout the 2022/23 financial year, our primary focus remained on making advice more accessible for our target group, with the ultimate goal of improving their overall quality of life.

During the 2022/23 financial year, the Extra Mile project made a significant impact by assisting 1,753 individuals facing a total of 5,176 unique advice issues. The tangible benefits of our support were reflected in the impressive income gains of our clients, amounting to £545,097, and the remarkable write-off of £47,816 in debts. Recognising the need for modern and convenient communication methods, the Extra Mile project established digital access channels, including WhatsApp, Messenger, and SMS, towards the end of 2021/22. The utilisation of these channels continued to grow steadily throughout 2022/23,

resulting in 1,343 individuals being assisted through these platforms. Among them, WhatsApp emerged as the most popular channel, with 582 people seeking and accessing advice.

To further improve accessibility, the Extra Mile project delivered outreach services at key locations where individuals seek support. The strategic outreaches were situated at the KIM hub in Holywell (iCAN hub), Flint Library and Wellbeing Centre, and the Heddfan psychiatric unit at Wrexham Maelor Hospital. Face-to-face advice services were provided to 161 people during the 2022/23 period at these outreach locations. In line with our commitment to continuous support, the Extra Mile project delivered a full casework service to 251 individuals in 2022/23. This personalised approach allowed us to provide ongoing advice and advocacy to address and resolve the challenges faced by our clients effectively.

Thank you to all our dedicated staff whose unwavering commitment and hard work made the achievements of the 2022/23 financial year possible. Your passion for supporting individuals with poor mental health and well-being has been the driving force behind our success. We remain dedicated to our mission of enhancing accessibility to advice services for individuals. Through our digital access channels, outreach services, and full casework support, we have made a positive impact on numerous lives by addressing advice issues. The financial gains and debt write-offs achieved during this period underscore the importance and effectiveness of our efforts.

Welfare Rights

The Welfare Rights team at Citizens Advice Flintshire supports people with a wide variety of benefit-related issues. We are funded by various sources, including the Welsh Government’s Single Advice Fund (SAF), and Flintshire County Council.

Looking back at last year, we had an incredible team of 4 dedicated individuals who worked tirelessly to make a meaningful impact on people’s lives.

As you all know, benefit rules are ever-changing, which is why our role in sharing information is vital. We’ve been keeping the rest of Citizens Advice Flintshire informed about the latest developments, so everyone can stay on top of their game. Take a look at some of our key achievements last year over to the right...

Spreading the Knowledge: By sharing information on benefit rule changes, we’ve empowered our colleagues to provide even better support to those in need.
Making a Difference: With our dedicated team at the helm, we’ve tackled benefit challenges head-on, leading to countless successful claims for individuals and families across Flintshire. We’re proud to have made a tangible difference in their lives.
Standing Up for Our Clients: We take pride in supporting Flintshire residents by assisting them in challenging wrongful benefit decisions. Through our advocacy, we’ve helped

numerous clients win their appeals, ensuring they receive the benefits they rightfully deserve.

Impactful Results: Over the last year, our Welfare Rights team has been involved in over 2,500 issues, addressing a wide range of benefit concerns faced by

our clients. Through our dedicated efforts, we’ve successfully helped people claim over £700,000 in additional benefits, making a significant financial impact on their lives.

Our dedication and commitment have truly made a positive impact on the lives of our clients and the wider community. As we move forward, we remain steadfast in our pursuit to uplift and support those who rely on our assistance.

Backpay through successful PIP appeal

We recently helped Jane with her Personal Independence Payment (PIP) appeal, which was successful at the First Tier Appeal Tribunal. Jane had been struggling to focus on reading through the appeal bundle due to her health issues and having Autism/Asperger’s syndrome. She felt quite misunderstood as she stated, she has ‘invisible’ health conditions and so felt they were not recognised. which made the process overwhelming and stressful.

Our team worked closely with Jane to highlight any inaccuracies in the appeal bundle and to ensure that her case was presented in the strongest possible light. We wrote a supporting submission arguing why the DWP’s decision was incorrect and why Jane should have been awarded this benefit. We provided guidance and reassurance to Jane on what would happen at the appeal itself and how to prepare for it. We also liaised with the tribunal service on her behalf to confirm what stage the appeal was at. Additionally, we supported Jane by explaining the type of evidence she would need to gather to strengthen her claim.

Throughout the process, Jane mentioned the level of reassurance and support we had provided was invaluable. Without it, she would likely have given up and not gone through with the appeal. As a result of our hard work and dedication, Jane was awarded an enhanced rate of daily living and standard rate mobility, resulting in approximately £7,000 in back pay.

Jane said that the award will make a massive difference to her life. This case highlights the importance of providing support to those who are struggling with the appeal process, particularly those who are dealing with health issues. By providing guidance and reassurance, organisations like Citizens Advice Flintshire can make a real difference in the lives of those who are facing difficult challenges.

Employment & Discrimination Project

The Employment and Discrimination team has delivered advice via two Welsh Funded, ‘Single Advice Fund’ (SAF) streams. The Regional SAF project covers the six counties across North Wales. Each local Citizens Advice (LCA) accesses the service by placing clients on the appropriate task list. A member of the team will contact clients within two working days to offer full advice tailored to the client’s needs. This will include clients who reside in Flintshire. The team of four advisers each have the skills and knowledge to offer comprehensive Employment and Discrimination advice, which can include one-off advice to Tribunal Representation.

The second SAF-funded project covers the whole of Wales and works in collaboration with Newport CA. Advisers are available to take calls from a dedicated phone line or via the transfer facility within the telephony platform. This allows the client access to advice on the day and can include the same support as offered via the Regional Project. In addition, LCA can add clients to a remote task list where again clients will be contacted within two working days.

The team also offers employment advice to clients who may be referred via the EUCR project. Clients are accessing advice and support to obtain settled status. The team has had five advisers working on these projects from April 2022 - March 2023.

During the 12 months of 2022-2023, the team, as mentioned above, helped 1,453 clients with employment and discrimination issues. We assisted clients in obtaining £119,254 through successful tribunal outcomes and settlement agreements.

Resolving an Unpaid Sick Pay Dispute

Debbie had been off sick for over six months and had not received any sick pay from her employer, who claimed that her entitlement calculations were wrong. She was extremely upset and sought advice from us here at Citizens Advice Flintshire. We calculated that she was indeed entitled to Statutory Sick Pay.

As Debbie was struggling with mental health issues, she gave our advisors permission to act on her behalf and communicate with her employer directly. However, the employer was adamant that they were right and refused to pay her the money she was entitled to.

To resolve the issue, Citizens Advice Flintshire contacted the HMRC Statutory Payment Dispute Team and raised a dispute, requesting the necessary forms for both the client and the employer to fill in. Once the forms were completed and returned, the HMRC would make a decision on SSP entitlement. In addition to raising the dispute with HMRC, we also raised a grievance with the employer. However, before the HMRC forms were sent back, the employer admitted that they were wrong and Debbie was paid the SSP she was owed.

Thanks to our intervention, Debbie was able to receive the sick pay she was entitled to and was grateful for the support and assistance provided during a difficult time. This case highlights the importance of seeking advice and assistance when faced with employment disputes. If you need employment advice, please email us at discrimination@flintshirecab.cabnet.org.uk

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Message from our MCF Manager

The Marketing, Communications & Fundraising Team (MCF) have prioritised reaching out to the community, ensuring that people can get advice as and when they need it. Nothing is more important to us than enabling people to contact us easily and quickly so that we can help tackle the problem they are facing and find solutions to what sometimes seems insurmountable and all-consuming. The pandemic and cost of living crisis have really hit ordinary, everyday people hard this year and the MCF Team have done their part in making sure we market and communicate to the very best of our ability, to ensure that people get quick access to the advice they need. Our advice goal is to improve the experience people have when they come to us for help, so everyone leaves with the knowledge and confidence they need to find a way forward.

We focused on easy access and learned this year that the digital services we have embedded into our service are enormously popular. Many clients prefer to contact us via WhatsApp, Messenger, text, email, or video conferencing. We have made changes to our services for British Sign Language users and for those who are visually impaired so that advice is accessible to all. Over 88% of our clients said that they would recommend our service. Most people find out about our service through our very popular, easy-to-use and comprehensive website, or they may follow us on one of our social media channels which regularly posts useful information on how to contact us and how to get advice.

We are incredibly proud of the profound difference we have made in our community through our marketing efforts. By effectively promoting our advice services, we have successfully reached and assisted a remarkable number of individuals. Our marketing initiatives have played a pivotal role in supporting over 9,214 people in utilising our advice services, marking a staggering 47% increase compared to the previous year. Furthermore, we have facilitated easy access to a staggering 40,399 enquiries, offering a simple and effective process for individuals seeking our help and support.

This year, our focus has been on improving our communication efforts, and we’ve made significant strides in reaching out to various individuals and organisations. We now engage with both our clients and partner organisations so that everyone across Flintshire and North Wales receives crucial information directly to their inboxes through our e-news bulletins. These popular e-newsletters are widely shared and have become a trusted source for people to stay informed about matters affecting them and our community.

In 2022/2023, we successfully reached out to over 2,000 individuals and organisations, distributing 16 CAF e-news bulletins. Our debt-focused e-news factsheets, for instance, have received invaluable feedback as they assist clients in resolving issues before they become problematic. You can sign up for our informative e-newsletters to stay connected easily using our website www.flintshirecab.org.uk.

Reflecting on the past year, our team has also played a crucial role in collaborating with individual projects to ensure that we provide the right advice to those who require assistance with energy, debt, employment, discrimination, and welfare benefit issues. We have specifically targeted individuals with mental wellbeing concerns, actively promoting our mental health services within community groups and at Wrexham Maelor Hospital. Another significant contribution from the MCF Team last year was the organisation of a cost of living event that brought together important third-sector organisations, community groups, and service providers. The purpose was to discuss the challenges affecting the community and devise collaborative strategies and partnerships to address these issues effectively.

We’ve been incredibly fortunate over the past year to receive support from the National Lottery Community Fund. They have played a crucial role in backing our Mental Health Extra Mile Project, and in March 2023, they awarded us another grant to bolster our critical outreach services in the community, specifically aimed at addressing the ongoing cost of living crisis. Additionally, we are grateful to WCVA for their generous grant, which will enable us to recruit and train over 40 new volunteers over the next two years. This support will greatly help us to replenish our volunteer base, which was significantly affected by the pandemic.

Looking ahead, while fundraising will take a bit of a back seat, we will still actively promote our 100 Club, where individuals can sign up for exciting opportunities. We’ll also continue participating in events like marathons, where our dedicated individuals, like Sara, make a difference. However, our primary focus will be on securing larger funding bids and enhancing our marketing and communication efforts. We aim to reach people in need of crucial advice through our established channels, while also expanding into new territories such as video content and podcasting, which will allow us to connect with even more individuals effectively.

As the team leader, I always say ‘You are only as good as your team’, and that is so true in our team. I am so fortunate to have two very talented colleagues. They both give their all to this organisation and together we all achieve more. 2023/2024 is going to be another challenging year for us and we will carry on playing our part to make sure that people can get the advice as and when they need it.

Mandy Plant Manager - Marketing, Communications and Fundraising

Charity registration number 1090010

Company registration number 03985923 (England and Wales)

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX ANNUAL REPORT AND FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2023

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX LEGAL AND ADMINISTRATIVE INFORMATION

Trustees

L Clays S Tyson B M Grew K Armstrong Braun V M Perfect P Bevan S Griffiths-Parry K Armstrong

M P Lewis

(Appointed 22 September 2022) (Appointed 1 March 2023)

Secretary S D Edwards Charity number 1090010 Company number 03985923

Registered office Terrig House Mold Flintshire United Kingdom CH7 1EG

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX CONTENTS

	Page
Trustees' report	1 - 8
Statement of Trustees' responsibilities	9
Independent auditor's report	10 - 13
Statement of financial activities	14
Balance sheet	15
Statement of cash flows	16
Notes to the financial statements	17 - 26

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) FOR THE YEAR ENDED 31 MARCH 2023

The Trustees present their annual report and financial statements for the year ended 31 March 2023.

The financial statements have been prepared in accordance with the accounting policies set out in the notes to the financial statements and comply with the Charity's Memorandum & Articles of Association, the Companies Act 2006 and "Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102) (effective 1 January 2019)".

Objectives and activities

Objectives

The principal activities of the charity in the period under review were those of promoting any charitable purpose for the benefit of the whole community in Flintshire and beyond by the advancement of education, the protection of health and the relief of poverty, sickness and distress.

Objectives, Strategies and Activities for the Year

Flintshire Citizens Advice Bureaux (operating as Citizens Advice Flintshire and referred to as CAF hereafter) aims to provide free, confidential, impartial and independent advice and information for the benefit of the local community, to exercise a responsible influence on the development of social policies and services and to ensure individuals do not suffer through a lack of knowledge or an inability to express their needs effectively.

The Trustees have paid due regard to guidance issued by the Charity Commission in deciding what activities the Charity should undertake.

CAF Objectives and Priorities for 2022 – 2026

We have adopted a new business plan based on Citizens Advice’s 'Framework for Advice’. This enables us to work collectively as a network whilst recognising the local issues and needs of the community in Flintshire.

We have set out ambitious goals in five key areas:

Our advice goal:

We will improve the experience people have when they come to us for help, therefore everyone leaves with the knowledge and confidence they need to find a way forward.

Our advocacy goal:

We will be a stronger voice on the issues that matter most to the people who come to us for help.

Our technology goal:

We will use technology to enable a great experience for the people who come to us for help, while freeing up resources that will allow us to meet more demand.

Our sustainability goal:

We will secure our future as a service through a more collaborative, proactive and competitive approach to funding.

Our culture goal:

We will be a collaborative, innovative and high-performing service that promotes equality, diversity and inclusion and challenges discrimination.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Principal activities

The principal activity of Citizens Advice Flintshire remained the provision of free, confidential, independent and impartial advice, information and counsel for members of the public.

This year we started to reintroduce our generalist and specialist face-to-face services at our offices and at new locations in the county. Our Mold office reopened in September 2022, and our Deeside office opened in February. We will reopen Holywell office in the Summer of 2023.

In addition to generalist advice the following specialist advisory services were provided: Advicelink – in partnership with the North Wales Local Citizens Advice, Shelter Cymru and SNAP Cymru we deliver specialist advice in Welfare Benefits, Debt, Employment, Education and Discrimination. This service has enabled closer partnerships with a range of local organisations and enabled us to target clients in the most need. This includes a specialist Regional Employment and Discrimination advice service covering North Wales.

Our Extra Mile service maintained three outreaches during this period at the iCAN Hubs in Flint and Holywell and the Heddfan Unit in Wrexham.

Working in partnership with Supporting People (Flintshire County Council) to allocate advice referrals and ensure partnership working and avoid duplication of services via Flintshire Gateway.

Working in partnership with Cardiff and the Vale and Newport Local Citiziens Advice we continued to support the European Union Citizens obtain their rights. In particular we advised and supported them to apply for Pre or Settled Status so they could remain living and working in Wales post Brexit. This service provided casework as well as specialist employment advice.

We continue to provide the County’s Welfare Rights Service supporting people with income generation and supporting people with reviews and appeals.

We work in partnership with regional Local Citizens Advice to deliver the Welsh Government funded ‘Claim What’s Yours’ helpline which is aimed at maximising benefit and grant income for people across Wales.

We have two Flintshire County Council funded debt posts whose focus is to prevent homelessness by advising clients with rent or mortgage arrears (who may also have additional support needs.)

Working with the North Wales Local Citizens Advice, led by Denbighshire, we were engaged to provide a dedicated energy and income maximisation service for veterans. This service continued throughout 2022/2023.

We contributed to national and local research and campaigns.

Public benefit

The organisation's trustees can confirm that they have complied with the duty in Section 17 of the Charities Act 2011 to have due regard to public benefit guidance published by the Commission. Significant activities that we undertook during the year that demonstrate public benefit are set out below.

Volunteers

CAF is a voluntary service that has been part of the Flintshire community for 60 years. This year saw the recruitment of a new intake of volunteers for the first time since the Covid Pandemic in 2020. This included seven trainee assessors, two receptionists and two new trustees.

An additional twelve volunteers returned to the service in 2022/2023. This meant a face to face gateway service could be re-opened in Mold and in Deeside. Training in preparation for returning to volunteering included compliance training for data protection, SMCR 1 & 2 (Senior Management Certification Regime) for staff and volunteers who deal with clients with debt and Cyber Security, plus in addition for assessors and advisers practice in dealing with client enquiries including benefits training.

The return of volunteers plus the recruitment of new volunteers made for a total of 31 volunteers representing a significant contribution to the work of the service, as well as marking a shift in the balance of volunteers to paid staff who numbered 53.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Achievements and performance Charitable activities

Advice and information continued to be our main activity.

We continued working more within local communities and expanded this work this year. We developed weekly advice sessions within three Foodbanks – Buckley, Flint and Mold. People who come to collect their food parcels are able to access advice while they are there, with the aim of trying to tackle the underlying issues that lead to food poverty through income maximisation, dealing with debts or energy issues etc.

We continued to have outreaches in the Rivertown Church (Community Support Hub), Flint Library, KIM Hub Holywell, and the Heddfan Ward in Wrexham Maelor Hospital.

We have attended a number of events with our information stall and several school parents evenings including Ysgol Bryn Deva, Golftyn Primary, and Leeswood Primary.

We worked to ensure that we maintain the benefits of the digital channels, developed during Covid, so that we can continue to help as many people as possible and this led to a significant increase in the number of people advised.

We answered 3,974 local Adviceline calls.

We continued to highlight our clients often dire situations and actively participated in gathering evidence and campaigning. We met with local MP Mark Tami to express our concerns about the impact of the cost of living crisis.

In February the Citizens Advice service moved to a new telephony platform. The move went smoothly and our downtime was limited to one day. The new system is working well for advisers and clients, but Citizens Advice are still refining the management and reporting tools.

This year we successfully bid for new funding from Welsh Council for Voluntary Action (WCVA) to boost our volunteer recruitment and training work. During the Covid Pandemic our number of volunteers dropped drastically and we have set ourselves a target to recruit and train 40 new volunteers over the 2 years of this new project.

We held a Cost of Living Crisis workshop, in partnership with Flintshire County Council, in November 2022. The event was attended by approximately 100 people including frontline workers, council staff, council members, and members of the public who were able to access advice in their local community.

We contributed to national and local research and campaigns.

We provided information sharing events for partners via Action for Children.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Key achievements during the year 2022/2023

In 2022/2023 we helped 9,214 people, compared with 6,275 the previous year which is an increase of 47% and exceeds pre Covid levels. We attribute this significant increase to the Cost of Living Crisis affecting many local people, as well as increased capacity due to returning volunteers and maintaining digital channels rather than returning to face to face as the main access channel.

40,399 issues were raised by clients compared with 23,482 in 2021/2022 which represents a 41% increase.

We keep track of new income gained for clients. One-off gains are usually benefits backdated for a period of time and on-going gains are calculated as weekly gain x 52. We class debts written off directly, or through legal remedies such as bankruptcy and debt relief orders, as gains.

During 2022/2023 our advisors gained £4,940,457 for clients, including £1,208,908 of written off debts.

We assisted clients in dealing with a total of £4,265,598 of problem debt, an average of around £8,003 per client. This total includes £1,751,446 of priority debts such as rent and Council Tax.

We assisted 1,312 clients with 2,949 Universal Credit problems.

An area of significant increase this year was from people requiring support completing their Personal Independence Payment (PIP) Claim form. 1,612 clients, compared with 1,052 last year presented with 4,149 problems compared with 3,231.

We continue to work in formal and informal partnerships with other local Citizens Advice offices to deliver telephone and email advice and the North Wales Citizens Advice Bureaux.

Our combined energy projects enabled us to work locally with people affected by the increasing cost of energy, which was a significant issue this year.

Fundraising activities

Total income generated through fundraising events and donations is £4,612 which is an increase of £998 on 2021/2022. Expenditure on fundraising activities, excluding salaries, was £1,684 (£2,127 in 2021/2022).

Investment performance

Our investment in fixed rate bonds with a guaranteed gross/AER interest rate generated an income of £6,337 (2022 £3,377).

The charity did not have any borrowings from either providers of funding or other sources at the balance sheet date.

Factors affecting the achievement of objectives

During 2022 / 2023 we were able to resume some face-to-face services for our clients, without losing all of the great benefits brought to our service by developing our digital platforms.

We have continued to offer remote advice services to clients this year which has been very popular and led to an increase in client numbers. We are working to ensure our face to face advice is targeted at those in most need.

This year we have faced significant increases in our business costs with notable increases in our staff salaries. We did not receive inflationary increases from the majority of our funders and are therefore seeing an increase in our budget deficit which is not sustainable and will need to be addressed.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Reserves policy

CAF is required to ensure that free monies are available in each financial year to meet any reasonably foreseeable contingency. The bureau will maintain a projection of income for at least two years ahead and will ensure that this continues to be derived from as wide a variety of sources as possible. We will take all necessary steps to ensure that at no time within this period would it be possible for the cessation of one or more funding streams to present so serious a challenge to the future of the organisation that it could not be managed so as to continue to provide a best value advice service.

In reviewing the potential costs that could arise should a significant reduction in income be incurred the Trustees have determined that 'free' reserves of £150,000 should be maintained to ensure that all contractual liabilities including redundancy payments are available should the charity no longer be financially viable.

Reserves position

Unrestricted funds stand at £754,556, the tangible fixed assets have a net book value of £nil and £150,000 has been set aside as designated funds leaving approximately £604,556 as the Charity's free reserves. Last year, CAF had restricted funds of £65,000 set aside in order to fund four full time staff employed on a contract that we were advised would cease earlier than planned. This commitment was not required this year.

The aim is to retain reserves amounting to either four months' of standard operating costs, which would equate to £474,237, or six months, which would equate to £711,355.

Funds in deficit

No funds were in deficit at the balance sheet date.

Principal funding sources

We continue to work closely with Flintshire County Council who contribute to our core bureau service as well as partnership working to maximise advice and information services and reduce duplication.

Welsh Government continue to commit to advice and information provision which enables us to provide advice locally, regionally and nationally at a time of great demand.

We have received a grant from the National Lottery for the funding of assistance with mental health issues in the community for which we also closely engage with healthcare professions.

Northop Community Council and Mold and Holywell Town Councils continued to support our work which is much appreciated. Their donations contributed towards volunteer expenses and training.

Buckley Town Council had commissioned an outreach service until September 2022 and we would like to thank

them for their support over many years.

The Welsh Council for Voluntary Actions (WCVA) supported our plans to re-establish our volunteer recruitment and training.

WCVA and Comic Relief facilitated payments of donations aimed at supporting clients’ facing the cost of living crisis. We combined this with a general donation from Citizens Advice to develop our partnership / outreach work with Flintshire Foodbank.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Investment policy

As required in its Memorandum paragraph 4.17 in furtherance of its objects, the Trustees have the power to invest or deposit funds in any lawful manner whilst having regard to the suitability of investments and the need for diversification.

We ensure that we invest in accounts that have strong social and ethical approaches to investments. Our policy is that funds not required for current expenditure will be deposited in interest bearing bank / investment accounts that provide access within a reasonable notice period.

This year we invested in fixed rate bonds with a guaranteed gross / AER interest rate calculated on a daily basis and added to the capital balance on the anniversary of the account being opened providing the investment has been in place for the fixed 12-month period. We deposited up to the maximum amount that would provide full compensation should there be a financial crisis. Currently the Government statutory deposit guarantee scheme will repay up to £85,000 in the event of the investment company becoming insolvent.

Risk factors

The trustees have assessed the major risks to which the charity is exposed. During previous periods the practical issues arising from the Covid Pandemic including the need to work from home led to a significant shift to moving our information onto cloud based software so that the business could continue. This mitigation will remain permanently in the future. The Trustees will carry out a comprehensive review of our approach to risk management in 2023.

Future plans

CAF aims to continually improve its service both in terms of access and seeks to extend its service to an even wider number of the community through whatever opportunities become available. Continuing to increase access to face to face advice is a key priority whilst maintaining the benefits of being able to help more people using digital channels. We will work to ensure our service is targeted at those most in need.

We will also use our evidence from clients’ experiences to challenge unfair policies, practices and procedures.

Structure, governance and management

Governing document

CAF is a registered charity and company limited by guarantee and governed by its Memorandum and Articles of Association. Membership is open to anyone over the age of 18 who is interested in furthering the work of the Charity and who is not a paid worker at the bureaux and anybody corporate or any unincorporated association which is interested in furthering the Charity's work and is admitted to membership in accordance with article 5 (any such body being called in these articles a "member organisation"). It is registered as a charity with the Charity Commission.

The Trustees, who are also the directors for the purpose of company law, and who served during the year and up to the date of signature of the financial statements were:

L Clays S Tyson L Mulvaney (Retired 1 March 2023) B M Grew K Armstrong Braun V M Perfect P Bevan S Griffiths-Parry K Armstrong M P Lewis

(Appointed 22 September 2022) (Appointed 1 March 2023)

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Recruitment and appointment of new trustees

As set out in the Articles of Association, trustees are elected and chosen for their particular skills, and are elected at the Annual General Meeting and shall hold office from the conclusion of that meeting. Trustees can be nominated by member organisations or co-opted by the Trustee Board.

Public notices are issued with invitations to nominate trustees prior to the AGM advising members of the retiring trustees and requesting nominations for the AGM.

The positions assigned to each of the trustees are as follows:

Laura Clays Chair Governance Sara Tyson Vice Chair People Lucie Mulvaney Resigned 01/03/2023 Treasurer Bryan M Grew Director Research & Campaigns and Welsh Language Paul Bevan Director Strategic Planning/Risk management Sally Griffiths-Parry Director Strategic Planning/Operations Performance Klaus Armstrong Braun Director Vicky M Perfect Director Karen Armstrong Appointed 22/09/2022 Communications Martin Lewis Appointed 01/03/2023 Treasurer

Organisational structure

CAF is governed by its Trustee Board which is responsible for setting the strategic direction of the organisation and the policy of the charity. The Trustees carry the ultimate responsibility for the conduct of CAF and for ensuring that the charity satisfies its legal and contractual obligations.

A Chief Executive, currently Salli Edwards, is appointed by the trustees to manage the day to day operations of the charity. To facilitate effective operations, the Chief Executive has delegated authority, within the terms of delegation approved by the trustees, for operational matters including finance.

Induction and training of new trustees

Newly appointed Trustees are provided with a comprehensive induction to CAF through the provision of training courses and mentoring by established trustees and the Chief Executive Officer.

Wider network

CAF is a member of Citizens Advice, the operating name of the National Association of Citizens Advice Bureaux, which provides a framework for standards of advice and casework management as well as monitoring progress against these standards. Operating policies are independently determined by the Trustee Board of CAF in order to fulfil its charitable objects and comply with the national membership requirements.

CAF usually works in close partnership with Friends of Flintshire CAB (FoFCAB) who offer complementary services, however the FoFCAB café remains closed following the Covid pandemic. FoFCAB remains dormant as per the 2022 accounts.

Risk management

Citizens Advice Flintshire has a Risk Management Strategy and Risk Register agreed by the Trustee Board. The Trustees recognise that any major risks to which the charity is exposed need to be reviewed and systems put in place to mitigate those risks. This year, as stated above, the Covid Pandemic exposed risks that led to immediate recovery and implementation of new ways of working actions. This has led to the decision to carry out a comprehensive review of the Risk policy and Register.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Disclosure of information to auditor

Each of the Trustees has confirmed that there is no information of which they are aware which is relevant to the audit, but of which the auditor is unaware. They have further confirmed that they have taken appropriate steps to identify such relevant information and to establish that the auditor is aware of such information.

The Trustees' report was approved by the Board of Trustees.

S D Edwards

Secretary Dated: 7 December 2023

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX STATEMENT OF TRUSTEES' RESPONSIBILITIES

FOR THE YEAR ENDED 31 MARCH 2023

The Trustees, who are also the directors of Canolfannau Cynghori Sir Y Fflint, for the purpose of company law, are responsible for preparing the Trustees' Report and the financial statements in accordance with applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practice).

Company Law requires the Trustees to prepare financial statements for each financial year which give a true and fair view of the state of affairs of the Charity and of the incoming resources and application of resources, including the income and expenditure, of the charitable company for that year.

In preparing these financial statements, the Trustees are required to:

select suitable accounting policies and then apply them consistently;
observe the methods and principles in the Charities SORP;
make judgements and estimates that are reasonable and prudent; and
prepare the financial statements on the going concern basis unless it is inappropriate to presume that the Charity will continue in operation.

The Trustees are responsible for keeping adequate accounting records that disclose with reasonable accuracy at any time the financial position of the Charity and enable them to ensure that the financial statements comply with the Companies Act 2006. They are also responsible for safeguarding the assets of the Charity and hence for taking reasonable steps for the prevention and detection of fraud and other irregularities.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT

TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

Opinion

We have audited the financial statements of Canolfannau Cynghori Sir Y Fflint, Flintshire Citizens Advice Bureaux (the 'charitable company') for the year ended 31 March 2023 which comprise the Statement of Financial Activities, the Balance Sheet, the Cash Flow Statement and notes to the financial statements, including a summary of significant accounting policies. The financial reporting framework that has been applied in their preparation is applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practice).

In our opinion, the financial statements:

give a true and fair view of the state of the charitable company's affairs as at 31 March 2023 and of its incoming resources and application of resources, including its income and expenditure, for the year then ended;
have been properly prepared in accordance with United Kingdom Generally Accepted Accounting Practice; and
have been prepared in accordance with the requirements of the Companies Act 2006.

Basis for opinion

We conducted our audit in accordance with International Standards on Auditing (UK) (ISAs (UK)) and applicable law. Our responsibilities under those standards are further described in the Auditors' responsibilities for the audit of the financial statements section of our report. We are independent of the charitable company in accordance with the ethical requirements that are relevant to our audit of the financial statements in the UK, including the FRC's Ethical Standard, and we have fulfilled our other ethical responsibilities in accordance with these requirements. We believe that the audit evidence we have obtained is sufficient and appropriate to provide a basis for our opinion.

Conclusions relating to going concern

In auditing the financial statements, we have concluded that the Trustees' use of the going concern basis of accounting in the preparation of the financial statements is appropriate.

Based on the work we have performed, we have not identified any material uncertainties relating to events or conditions that, individually or collectively, may cast significant doubt on the Charity’s ability to continue as a going concern for a period of at least twelve months from when the financial statements are authorised for issue.

Our responsibilities and the responsibilities of the Trustees with respect to going concern are described in the relevant sections of this report.

Other information

The trustees are responsible for the other information. The other information comprises the information 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 not cover the other information and, except to the extent otherwise explicitly stated in our report, we do not express any form of assurance conclusion thereon.

In connection with our audit of the financial statements, our responsibility is to read the other information and, in doing so, consider whether the other information is materially inconsistent with the financial statements, or our knowledge obtained in the audit or otherwise appears to be materially misstated. If we identify such material inconsistencies or apparent material misstatements, we are required to determine whether this gives rise to a material misstatement in the financial statements themselves. If, based on the work we have performed, we conclude that there is a material misstatement of this other information, we are required to report that fact. We have nothing to report in this regard.

10 -

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT (CONTINUED) TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

Opinions on other matters preecribed by the Companies Act 2006

In our opinion, based on the work undertaken in the course of the audit:

the information given in the Report of the Trustees for the financial year for which the financial statements are prepared is consistent with the financial statements; and
the Report of the Trustees has been prepared in accordance with applicable legal requirements.

Matters on which we are required to report by exception

We have nothing to report in respect of the following matters in relation to which the Charities (Accounts and Reports) Regulations 2008 require us to report to you if, in our opinion:

the information given in the financial statements is inconsistent in any material respect with the Trustees' report; or
sufficient accounting records have not been kept; or
the financial statements are not in agreement with the accounting records; or
we have not received all the information and explanations we require for our audit.

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 law) are responsible for the preparation of the financial statements and for being satisfied that they give a true and fair view, and for such internal control as the trustees determine is necessary to enable the preparation of financial statements that are free from material misstatement, whether due to fraud or error.

In preparing the financial statements, the trustees are responsible for assessing the charitable company's ability to continue as a going concern, disclosing, as applicable, matters related to going concern and using the going concern 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.

Auditor's responsibilities for the audit of the financial statements

Our objectives are to obtain reasonable assurance about whether the financial statements 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 assurance is a high level of assurance but is not a guarantee that an audit conducted in accordance with ISAs (UK) 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 influence the economic decisions of users taken on the basis of these financial statements.

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT (CONTINUED)

TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

Extent to which the audit was considered capable of detecting irregularities, including fraud is detailed below:

Irregularities, including fraud, are instances of non-compliance with laws and regulations. We design procedures in line with our responsibilities, outlined above, to detect material misstatements in respect of irregularities, including fraud. Owing to the inherent limitations of an audit, there is an unavoidable risk that material misstatement in the financial statements may not be detected, even though the audit is properly planned in accordance with ISA (UK).

We obtained an understanding of the legal and regulatory frameworks applicable to the charity and the industry in which it operates through our general commercial and sector experience and discussions with management. We determined that the following laws and regulations were most significant: The Companies Act 2006, FRS 102 the ‘Financial Reporting Standards applicable in the UK and Republic of Ireland’ and relevant UK tax legislation. In addition, we concluded that there are certain laws and regulations that may have an effect on the determination of the amounts and disclosures within the financial statements such as Health and Safety laws and regulations.

We assessed the susceptibility of the charity’s financial statements to material misstatement, including how fraud might occur. Audit procedures performed by the engagement team included:

Discussions with management, including consideration of known or suspected instances of non-compliance with laws and regulations or fraud;
Obtain an understanding of the internal controls that management have in place to prevent and detect fraud;
Challenging assumptions and judgements made by management in its significant accounting estimates;
Reviewing the financial statement disclosures and assessing the appropriateness of the accounting policies used;
Identifying and testing journal entries, in particular manual or unusual entries;
Obtaining third party confirmations of all the charity’s banking arrangements;
Performing analytical procedures to identify any unusual or unexpected relationships;
Conclude on the appropriateness of the directors' use of the going concern basis of accounting.

The assessment of the appropriateness of the collective competence and capabilities of the engagement team included consideration of the engagement team’s knowledge of the industry in which the client operates in and understanding of, and practical experience with, audit engagements of a similar nature and complexity through appropriate training and participation.

There are inherent limitations in the audit procedures described above. We are less likely to become aware of instances of non-compliance with laws and regulations that are not closely related to events and transactions reflected in the financial statements. Also, the risk of not detecting a material misstatement due to fraud is higher than the risk of not detecting one resulting from error, as fraud may involve deliberate concealment.

Our audit procedures are designed to detect material misstatement. We are not responsible for preventing noncompliance or fraud and cannot be expected to detect non-compliance with all laws and regulations.

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT (CONTINUED)

TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

Use of our report

This report is made solely to the charity’s trustees, as a body, in accordance with part 4 of the Charities (Accounts and Reports) Regulations 2008. Our audit work has been undertaken so that we might state to the charity's trustees those matters we are required to state to them in an auditors' report and for no other purpose. To the fullest extent permitted by law, we do not accept or assume responsibility to anyone other than the charity and the charity’s trustees as a body, for our audit work, for this report, or for the opinions we have formed.

Aled Roberts BA (Hons) FCA (Senior Statutory Auditor) for and on behalf of Salisbury & Company Business Solutions Limited

Statutory Auditor

Chartered Accountants

Irish Square St Asaph Denbighshire United Kingdom LL17 0RN

Date: 7 December 2023

13 -

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX STATEMENT OF FINANCIAL ACTIVITIES INCLUDING INCOME AND EXPENDITURE ACCOUNT

FOR THE YEAR ENDED 31 MARCH 2023

Unrestricted Restricted funds funds 2023 2023 Notes £ £ Income and endowments from: Contracts and grant income 2 231,142 1,155,298 Fundraising 3 4,612 - Investments 4 6,337 - Other income 5 52,705 - Total income 294,796 1,155,298 Expenditure on: Charitable activities 6 243,456 1,179,254 Net incoming/(outgoing) resources before transfers 51,340 (23,956) Gross transfers between funds 41,044 (41,044) Net income/(expenditure) for the year/ Net movement in funds 92,384 (65,000) Fund balances at 1 April 2022 662,172 65,000 Fund balances at 31 March 2023 754,556 -	Total Unrestricted Restricted funds funds 2023 2022 2022 £ £ £ 1,386,440 219,142 959,150 4,612 3,614 - 6,337 3,377 - 52,705 57,256 18,351 1,450,094 283,389 977,501 1,422,710 242,330 887,125 27,384 41,059 90,376 - 25,376 (25,376) 27,384 66,435 65,000 727,172 595,737 - 754,556 662,172 65,000	Total 2022 £ 1,178,292 3,614 3,377 75,607
		1,260,890
		1,129,455
		131,435 -
		131,435 595,737
		727,172

The statement of financial activities includes all gains and losses recognised in the year.

All income and expenditure derive from continuing activities.

The statement of financial activities also complies with the requirements for an income and expenditure account under the Companies Act 2006.

14 -

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX BALANCE SHEET

AS AT 31 MARCH 2023

2023 Notes £ Current assets Debtors 11 45,953 Cash at bank and in hand 871,638 917,591 Creditors: amounts falling due within one year 12 (163,035) Net current assets Income funds Restricted funds 14 Unrestricted funds Designated funds 15 150,000 General unrestricted funds 604,556	2022 £ £ 68,261 908,333 976,594 (249,422) 754,556 - 150,000 512,172 754,556 754,556	£ 727,172
		65,000 662,172
		727,172

The company is entitled to the exemption from the audit requirement contained in section 477 of the Companies Act 2006, for the year ended 31 March 2023, although an audit has been carried out under section 144 of the Charities Act 2011.

The directors acknowldge their responsibilities for complying with the requirements of the Companies Act 2006 with respect to accounting records and the preparation of financial statements.

The members have not required the company to obtain an audit of its financial statements under the requirements of the Companies Act 2006, for the year in question in accordance with section 476.

These financial statements have been prepared in accordance with the provisions applicable to companies subject to the small companies regime.

The financial statements were approved by the Trustees on 7 December 2023

L Clays M P Lewis Trustee Trustee

Company Registration No. 03985923

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX STATEMENT OF CASH FLOWS

FOR THE YEAR ENDED 31 MARCH 2023

Notes Cash flows from operating activities Cash (absorbed by)/generated from operations 21 Investing activities Investment income received Net cash generated from investing activities Net cash used in financing activities Net (decrease)/increase in cash and cash equivalents Cash and cash equivalents at beginning of year Cash and cash equivalents at end of year	2023 £ 6,337	£ (43,032) 6,337 - (36,695) 908,333 871,638	2022 £ 3,377	£ 241,873 3,377 -
				245,250 663,083
				908,333

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS

FOR THE YEAR ENDED 31 MARCH 2023

1 Accounting policies

Charity information

Canolfannau Cynghori Sir Y Fflint, is a private company limited by guarantee incorporated in England and Wales. The registered office is Terrig House, Mold, Flintshire, CH7 1EG, United Kingdom.

1.1 Accounting convention

The financial statements have been prepared in accordance with the Charity's Memorandum and Articles of Association, the Companies Act 2006, FRS 102 “The Financial Reporting Standard applicable in the UK and Republic of Ireland” (“FRS 102”) and the Charities SORP "Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102)" (effective 1 January 2019). The Charity is a Public Benefit Entity as defined by FRS 102.

The financial statements are prepared in sterling, which is the functional currency of the Charity. Monetary amounts in these financial statements are rounded to the nearest £.

The financial statements have been prepared under the historical cost convention, [modified to include the revaluation of freehold properties and to include investment properties and certain financial instruments at fair value]. The principal accounting policies adopted are set out below.

1.2 Going concern

At the time of approving the financial statements, the Trustees have a reasonable expectation that the Charity has adequate resources to continue in operational existence for the foreseeable future. Thus the Trustees continue to adopt the going concern basis of accounting in preparing the financial statements.

1.3 Charitable funds

Unrestricted funds are available for use at the discretion of the Trustees in furtherance of their charitable objectives.

Restricted funds are subject to specific conditions by donors as to how they may be used. The purposes and uses of the restricted funds are set out in the notes to the financial statements.

Endowment funds are subject to specific conditions by donors that the capital must be maintained by the Charity.

1.4 Income

Income is recognised when the Charity is legally entitled to it after any performance conditions have been met, the amounts can be measured reliably, and it is probable that income will be received.

Cash donations are recognised on receipt. Other donations are recognised once the Charity has been notified of the donation, unless performance conditions require deferral of the amount. Income tax recoverable in relation to donations received under Gift Aid or deeds of covenant is recognised at the time of the donation.

Legacies are recognised on receipt or otherwise if the Charity has been notified of an impending distribution, the amount is known, and receipt is expected. If the amount is not known, the legacy is treated as a contingent asset.

1.5 Expenditure

Liabilities are recognised as expenditure as soon as there is a legal or constructive obligation committing the charity to that expenditure, it is probable that a transfer of economic benefits will be required in settlement and the amount of the obligation can be measured reliably. Expenditure is accounted for on an accruals basis and has been classified under headings that aggregate all cost related to the category. Where costs cannot be directly attributed to particular headings they have been allocated to activities on a basis consistent with the use of resources.

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

1 Accounting policies

(Continued)

1.6 Tangible fixed assets

Tangible fixed assets are initially measured at cost and subsequently measured at cost or valuation, net of depreciation and any impairment losses.

Depreciation is recognised so as to write off the cost or valuation of assets less their residual values over their useful lives on the following bases:

Office equipment 25% on cost Fixtures and fittings 25% on cost Computers 50% on cost

The gain or loss arising on the disposal of an asset is determined as the difference between the sale proceeds and the carrying value of the asset, and is recognised in the statement of financial activities.

1.7 Cash and cash equivalents

Cash and cash equivalents include cash in hand, deposits held at call with banks and other short-term liquid investments with original maturities of three months or less.

1.8 Employee benefits

The cost of any unused holiday entitlement is recognised in the period in which the employee’s services are received.

Termination benefits are recognised immediately as an expense when the Charity is demonstrably committed to terminate the employment of an employee or to provide termination benefits.

2 Contracts and grant income

Unrestricted Restricted funds funds 2023 2023 £ £ Grants for core activities 231,142 1,155,298 Grants receivable for core activities Flintshire County Council - Core & Contracts 204,142 243,319 Welsh Government - 642,732 National Lottery - 164,202 Citizens Advice - 53,968 Energy Funding - 37,228 Other 27,000 13,849 231,142 1,155,298	Total Unrestricted funds 2023 2022 £ £ 1,386,440 219,142 447,461 204,142 642,732 - 164,202 - 53,968 - 37,228 - 40,849 15,000 1,386,440 219,142	Restricted funds 2022 £ 959,150 259,708 520,826 148,434 20,145 10,037 - 959,150	Total 2022 £ 1,178,292
			463,850 520,826 148,434 20,145 10,037 15,000
			1,178,292

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

3 Fundraising

	Unrestricted	Unrestricted
	funds	funds
	2023	2022
	£	£
Donations	4,612	3,614

4 Investments

	Unrestricted	Unrestricted
	funds	funds
	2023	2022
	£	£
Bank deposit interest	6,337	3,377

5 Other income

Unrestricted Restricted funds funds 2023 2023 £ £ Other income 44,805 - Town & Community Councils 7,900 - 52,705 -	Total Unrestricted Restricted funds funds 2023 2022 2022 £ £ £ 44,805 45,156 18,351 7,900 12,100 - 52,705 57,256 18,351	Total 2022 £ 63,507 12,100
		75,607

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

6 Charitable activities

	Charitable	Charitable
	Expenditure	Expenditure
	2023	2022
	£	£
Staff costs	1,321,890	1,028,026
Staff and volunteer expenses	26,003	17,286
Rates and water charges	5,076	5,076
Power, light and heat	12,983	9,347
Maintenance and repairs	6,268	6,767
Telephone charges	10,582	14,391
Postage	2,122	829
Printing	1,933	1,159
Photocopying	6,110	5,976
Stationery	299	235
IT support	5,168	17,045
Subscriptions	9,737	10,933
Publicity and promotions	477	1,252
Professional fees	5,058	4,026
Insurance	4,846	3,739
Bank charges	259	248
Partnership payments and other charitable expenditure	1,499	1,320
	1,420,310	1,127,655
Share of governance costs (see note 7)	2,400	1,800
	1,422,710	1,129,455
Analysis by fund
Unrestricted funds	243,456	242,330
Restricted funds	1,179,254	887,125
	1,422,710	1,129,455

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

7 Governance costs

Governance costs £ Audit fees 2,400 2,400 Analysed between Charitable activities 2,400	2023 Governance costs £ £ 2,400 1,800 2,400 1,800 2,400 1,800	2022 £ 1,800
		1,800
		1,800

Governance costs includes payments to the auditors of £2.400 (2022- £1,800) for audit fees.

8 Trustees

None of the Trustees (or any persons connected with them) received any remuneration or benefits from the Charity during the year.

Trustees' expenses for the year amounted to £13 during this financial year (2022: £nil).

9 Employees

The average monthly number of full-time employees during the year was 24 and the average monthly number of part-time employees during the year was 25; with all employee time involved in providing support to the charity.

Full-time and part-time staff Employment costs Wages and salaries	2023 Number 53 2023 £ 1,321,890	2022 Number 49
		2022 £ 1,028,026

There were no employees whose annual remuneration was more than £60,000.

21 -

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

10 Tangible fixed assets Office equipment Fixtures and fittings Computers £ £ £ Cost At 1 April 2022 38,664 39,664 59,814 At 31 March 2023 38,664 39,664 59,814 Depreciation and impairment At 1 April 2022 38,664 39,664 59,814 At 31 March 2023 38,664 39,664 59,814 At 31 March 2023 - - - At 31 March 2022 - - - 11 Debtors 2023 Amounts falling due within one year: £ Trade debtors 7,561 Prepayments and accrued income 38,392 45,953 12 Creditors: amounts falling due within one year 2023 Notes £ Other taxation and social security 6,699 Deferred income 13 114,676 Trade creditors 33,172 Accruals and deferred income 8,488 163,035 13 Deferred income 2023 £ Arising from grants received in advance 114,676 Deferred income is included in the financial statements as follows:	Total £ 138,142
	138,142
	138,142
	138,142
	-
	-
	2022 £ - 68,261
	68,261
	2022 £ 24,663 145,199 58,306 21,254
	249,422
	2022 £ 145,199

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

13 Deferred income Deferred income is included within: Current liabilities Movements in the year: Deferred income at 1 April 2022 Released from previous periods Resources deferred in the year Deferred income at 31 March 2023	(Continued) 2023 2022 £ £ 114,676 145,199 145,199 137,102 (30,523) - - 8,097 114,676 145,199	(Continued) 2023 2022 £ £ 114,676 145,199 145,199 137,102 (30,523) - - 8,097 114,676 145,199
		137,102 - 8,097
		145,199

Grants received in advance for the period in which the funder requires the expenditure to be applied are included in deferred income, For the year ended 31 March 2023 such grants received amounted to £114,676 (2022: £145,199)

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

14 Restricted funds

The income funds of the charity include restricted funds comprising the following unexpended balances of donations and grants held on trust for specific purposes:

Welsh Government Flintshire County Council Citizens Advice National Lottery Energy Funding Wales Council for Voluntary Action	Movement in funds Incoming resources Resources expended Transfers Balance at 1 April 2022 £ £ £ £ 520,826 (525,356) 69,530 65,000 278,059 (181,033) (97,026) - 20,145 (21,800) 1,655 - 148,434 (148,434) - - 10,037 (10,502) 465 - - - - - 977,501 (887,125) (25,376) 65,000	Movement in funds Incoming resources Resources expended Transfers 31 £ £ £ 642,732 (639,313) (68,419) 243,319 (228,606) (14,713) 53,968 (55,305) 1,337 164,202 (193,008) 28,806 37,228 (48,986) 11,758 13,849 (14,036) 187 1,155,298 (1,179,254) (41,044)	Balance at March 2023 £ - - - - - -
			-

Purposes of restricted funds

In year ended 31 March 2022, the Trustees committed £65,000 to maintain the employment of four full time advisers recruited in the belief it would be a twelve month contract. The funder reduced the period of funding, across the whole of Wales, and the trustees are committed to retaining the staff members. This commitment was not required in the current year.

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

15 Designated funds

The income funds of the charity include the following designated funds which have been set aside out of unrestricted funds by the trustees for specific purposes:

Balance at 1 April 2021 £ Designated fund 140,000 140,000 16 Analysis of net assets between funds Unrestricted funds Restricted funds 2023 2023 £ £ Fund balances at 31 March 2023 are represented by: Current assets/(liabilities) 754,556 - 754,556 -	Transfers Balance at 1 April 2022 Transfers Balance at 31 March 2023 £ £ £ £ 10,000 150,000 - 150,000 10,000 150,000 - 150,000 Total Unrestricted funds Restricted funds Total 2023 2022 2022 2022 £ £ £ £ 754,556 662,172 65,000 727,172 754,556 662,172 65,000 727,172	Transfers Balance at 1 April 2022 Transfers Balance at 31 March 2023 £ £ £ £ 10,000 150,000 - 150,000 10,000 150,000 - 150,000 Total Unrestricted funds Restricted funds Total 2023 2022 2022 2022 £ £ £ £ 754,556 662,172 65,000 727,172 754,556 662,172 65,000 727,172
		150,000
		Total 2022 £ 727,172
		727,172

17 Financial commitments, guarantees and contingent liabilities

As at 31 March 2023 the charitable company had no contingent liabilities.

18 Capital commitments

As at 31 March 2023 the charitable company has no capital commitments.

19 Related party transactions

There were no disclosable related party transactions during the year (2022 - none).

20 Going Concern

The charitable company has informed management and they are constantly reviewing the guidelines given by the UK Government and adapting their business accordingly so as to best service their clients whilst keeping their staff safe. Regular board meetings ensure communication between informed management and allow for changes to be implemented in a controlled and structured manner.

There is no evidence of a reduction to funding in the next 12 months, supported by the budgets prepared by management so it is felt that the going concern assumption remains appropriate.

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

21 Cash generated from operations Surplus for the year Adjustments for: Investment income recognised in statement of financial activities Movements in working capital: Decrease in debtors (Decrease)/increase in creditors (Decrease)/increase in deferred income Cash (absorbed by)/generated from operations	2023 £ 27,384 (6,337) 22,308 (55,864) (30,523) (43,032)	2022 £ 131,435 (3,377) 66,878 38,840 8,097 241,873

26 -

Charity registration number 1090010

Company registration number 03985923 (England and Wales)

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX ANNUAL REPORT AND FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2023

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX LEGAL AND ADMINISTRATIVE INFORMATION

Trustees

L Clays S Tyson B M Grew K Armstrong Braun V M Perfect P Bevan S Griffiths-Parry K Armstrong

M P Lewis

(Appointed 22 September 2022) (Appointed 1 March 2023)

Secretary S D Edwards Charity number 1090010 Company number 03985923

Registered office Terrig House Mold Flintshire United Kingdom CH7 1EG

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX CONTENTS

	Page
Trustees' report	1 - 8
Statement of Trustees' responsibilities	9
Independent auditor's report	10 - 13
Statement of financial activities	14
Balance sheet	15
Statement of cash flows	16
Notes to the financial statements	17 - 26

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) FOR THE YEAR ENDED 31 MARCH 2023

The Trustees present their annual report and financial statements for the year ended 31 March 2023.

Objectives and activities

Objectives

Objectives, Strategies and Activities for the Year

The Trustees have paid due regard to guidance issued by the Charity Commission in deciding what activities the Charity should undertake.

CAF Objectives and Priorities for 2022 – 2026

We have set out ambitious goals in five key areas:

Our advice goal:

We will improve the experience people have when they come to us for help, therefore everyone leaves with the knowledge and confidence they need to find a way forward.

Our advocacy goal:

We will be a stronger voice on the issues that matter most to the people who come to us for help.

Our technology goal:

We will use technology to enable a great experience for the people who come to us for help, while freeing up resources that will allow us to meet more demand.

Our sustainability goal:

We will secure our future as a service through a more collaborative, proactive and competitive approach to funding.

Our culture goal:

We will be a collaborative, innovative and high-performing service that promotes equality, diversity and inclusion and challenges discrimination.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Principal activities

The principal activity of Citizens Advice Flintshire remained the provision of free, confidential, independent and impartial advice, information and counsel for members of the public.

Our Extra Mile service maintained three outreaches during this period at the iCAN Hubs in Flint and Holywell and the Heddfan Unit in Wrexham.

Working in partnership with Supporting People (Flintshire County Council) to allocate advice referrals and ensure partnership working and avoid duplication of services via Flintshire Gateway.

We continue to provide the County’s Welfare Rights Service supporting people with income generation and supporting people with reviews and appeals.

We have two Flintshire County Council funded debt posts whose focus is to prevent homelessness by advising clients with rent or mortgage arrears (who may also have additional support needs.)

We contributed to national and local research and campaigns.

Public benefit

Volunteers

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Achievements and performance Charitable activities

Advice and information continued to be our main activity.

We continued to have outreaches in the Rivertown Church (Community Support Hub), Flint Library, KIM Hub Holywell, and the Heddfan Ward in Wrexham Maelor Hospital.

We have attended a number of events with our information stall and several school parents evenings including Ysgol Bryn Deva, Golftyn Primary, and Leeswood Primary.

We answered 3,974 local Adviceline calls.

We contributed to national and local research and campaigns.

We provided information sharing events for partners via Action for Children.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Key achievements during the year 2022/2023

40,399 issues were raised by clients compared with 23,482 in 2021/2022 which represents a 41% increase.

During 2022/2023 our advisors gained £4,940,457 for clients, including £1,208,908 of written off debts.

We assisted clients in dealing with a total of £4,265,598 of problem debt, an average of around £8,003 per client. This total includes £1,751,446 of priority debts such as rent and Council Tax.

We assisted 1,312 clients with 2,949 Universal Credit problems.

We continue to work in formal and informal partnerships with other local Citizens Advice offices to deliver telephone and email advice and the North Wales Citizens Advice Bureaux.

Our combined energy projects enabled us to work locally with people affected by the increasing cost of energy, which was a significant issue this year.

Fundraising activities

Investment performance

Our investment in fixed rate bonds with a guaranteed gross/AER interest rate generated an income of £6,337 (2022 £3,377).

The charity did not have any borrowings from either providers of funding or other sources at the balance sheet date.

Factors affecting the achievement of objectives

During 2022 / 2023 we were able to resume some face-to-face services for our clients, without losing all of the great benefits brought to our service by developing our digital platforms.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Reserves policy

Reserves position

The aim is to retain reserves amounting to either four months' of standard operating costs, which would equate to £474,237, or six months, which would equate to £711,355.

Funds in deficit

No funds were in deficit at the balance sheet date.

Principal funding sources

We continue to work closely with Flintshire County Council who contribute to our core bureau service as well as partnership working to maximise advice and information services and reduce duplication.

Welsh Government continue to commit to advice and information provision which enables us to provide advice locally, regionally and nationally at a time of great demand.

We have received a grant from the National Lottery for the funding of assistance with mental health issues in the community for which we also closely engage with healthcare professions.

Northop Community Council and Mold and Holywell Town Councils continued to support our work which is much appreciated. Their donations contributed towards volunteer expenses and training.

Buckley Town Council had commissioned an outreach service until September 2022 and we would like to thank

them for their support over many years.

The Welsh Council for Voluntary Actions (WCVA) supported our plans to re-establish our volunteer recruitment and training.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Investment policy

Risk factors

Future plans

We will also use our evidence from clients’ experiences to challenge unfair policies, practices and procedures.

Structure, governance and management

Governing document

The Trustees, who are also the directors for the purpose of company law, and who served during the year and up to the date of signature of the financial statements were:

L Clays S Tyson L Mulvaney (Retired 1 March 2023) B M Grew K Armstrong Braun V M Perfect P Bevan S Griffiths-Parry K Armstrong M P Lewis

(Appointed 22 September 2022) (Appointed 1 March 2023)

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Recruitment and appointment of new trustees

Public notices are issued with invitations to nominate trustees prior to the AGM advising members of the retiring trustees and requesting nominations for the AGM.

The positions assigned to each of the trustees are as follows:

Organisational structure

Induction and training of new trustees

Newly appointed Trustees are provided with a comprehensive induction to CAF through the provision of training courses and mentoring by established trustees and the Chief Executive Officer.

Wider network

Risk management

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Disclosure of information to auditor

The Trustees' report was approved by the Board of Trustees.

S D Edwards

Secretary Dated: 7 December 2023

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX STATEMENT OF TRUSTEES' RESPONSIBILITIES

FOR THE YEAR ENDED 31 MARCH 2023

In preparing these financial statements, the Trustees are required to:

select suitable accounting policies and then apply them consistently;
observe the methods and principles in the Charities SORP;
make judgements and estimates that are reasonable and prudent; and
prepare the financial statements on the going concern basis unless it is inappropriate to presume that the Charity will continue in operation.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT

TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

Opinion

In our opinion, the financial statements:

give a true and fair view of the state of the charitable company's affairs as at 31 March 2023 and of its incoming resources and application of resources, including its income and expenditure, for the year then ended;
have been properly prepared in accordance with United Kingdom Generally Accepted Accounting Practice; and
have been prepared in accordance with the requirements of the Companies Act 2006.

Basis for opinion

Conclusions relating to going concern

In auditing the financial statements, we have concluded that the Trustees' use of the going concern basis of accounting in the preparation of the financial statements is appropriate.

Our responsibilities and the responsibilities of the Trustees with respect to going concern are described in the relevant sections of this report.

Other information

10 -

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT (CONTINUED) TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

Opinions on other matters preecribed by the Companies Act 2006

In our opinion, based on the work undertaken in the course of the audit:

the information given in the Report of the Trustees for the financial year for which the financial statements are prepared is consistent with the financial statements; and
the Report of the Trustees has been prepared in accordance with applicable legal requirements.

Matters on which we are required to report by exception

We have nothing to report in respect of the following matters in relation to which the Charities (Accounts and Reports) Regulations 2008 require us to report to you if, in our opinion:

the information given in the financial statements is inconsistent in any material respect with the Trustees' report; or
sufficient accounting records have not been kept; or
the financial statements are not in agreement with the accounting records; or
we have not received all the information and explanations we require for our audit.

Responsibilities of Trustees

Auditor's responsibilities for the audit of the financial statements

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT (CONTINUED)

TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

Extent to which the audit was considered capable of detecting irregularities, including fraud is detailed below:

We assessed the susceptibility of the charity’s financial statements to material misstatement, including how fraud might occur. Audit procedures performed by the engagement team included:

Discussions with management, including consideration of known or suspected instances of non-compliance with laws and regulations or fraud;
Obtain an understanding of the internal controls that management have in place to prevent and detect fraud;
Challenging assumptions and judgements made by management in its significant accounting estimates;
Reviewing the financial statement disclosures and assessing the appropriateness of the accounting policies used;
Identifying and testing journal entries, in particular manual or unusual entries;
Obtaining third party confirmations of all the charity’s banking arrangements;
Performing analytical procedures to identify any unusual or unexpected relationships;
Conclude on the appropriateness of the directors' use of the going concern basis of accounting.

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT (CONTINUED)

TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

Use of our report

Aled Roberts BA (Hons) FCA (Senior Statutory Auditor) for and on behalf of Salisbury & Company Business Solutions Limited

Statutory Auditor

Chartered Accountants

Irish Square St Asaph Denbighshire United Kingdom LL17 0RN

Date: 7 December 2023

13 -

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX STATEMENT OF FINANCIAL ACTIVITIES INCLUDING INCOME AND EXPENDITURE ACCOUNT

FOR THE YEAR ENDED 31 MARCH 2023

Unrestricted Restricted funds funds 2023 2023 Notes £ £ Income and endowments from: Contracts and grant income 2 231,142 1,155,298 Fundraising 3 4,612 - Investments 4 6,337 - Other income 5 52,705 - Total income 294,796 1,155,298 Expenditure on: Charitable activities 6 243,456 1,179,254 Net incoming/(outgoing) resources before transfers 51,340 (23,956) Gross transfers between funds 41,044 (41,044) Net income/(expenditure) for the year/ Net movement in funds 92,384 (65,000) Fund balances at 1 April 2022 662,172 65,000 Fund balances at 31 March 2023 754,556 -	Total Unrestricted Restricted funds funds 2023 2022 2022 £ £ £ 1,386,440 219,142 959,150 4,612 3,614 - 6,337 3,377 - 52,705 57,256 18,351 1,450,094 283,389 977,501 1,422,710 242,330 887,125 27,384 41,059 90,376 - 25,376 (25,376) 27,384 66,435 65,000 727,172 595,737 - 754,556 662,172 65,000	Total 2022 £ 1,178,292 3,614 3,377 75,607
		1,260,890
		1,129,455
		131,435 -
		131,435 595,737
		727,172

The statement of financial activities includes all gains and losses recognised in the year.

All income and expenditure derive from continuing activities.

The statement of financial activities also complies with the requirements for an income and expenditure account under the Companies Act 2006.

14 -

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX BALANCE SHEET

AS AT 31 MARCH 2023

2023 Notes £ Current assets Debtors 11 45,953 Cash at bank and in hand 871,638 917,591 Creditors: amounts falling due within one year 12 (163,035) Net current assets Income funds Restricted funds 14 Unrestricted funds Designated funds 15 150,000 General unrestricted funds 604,556	2022 £ £ 68,261 908,333 976,594 (249,422) 754,556 - 150,000 512,172 754,556 754,556	£ 727,172
		65,000 662,172
		727,172

The directors acknowldge their responsibilities for complying with the requirements of the Companies Act 2006 with respect to accounting records and the preparation of financial statements.

The members have not required the company to obtain an audit of its financial statements under the requirements of the Companies Act 2006, for the year in question in accordance with section 476.

These financial statements have been prepared in accordance with the provisions applicable to companies subject to the small companies regime.

The financial statements were approved by the Trustees on 7 December 2023

L Clays M P Lewis Trustee Trustee

Company Registration No. 03985923

15 -

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX STATEMENT OF CASH FLOWS

FOR THE YEAR ENDED 31 MARCH 2023

Notes Cash flows from operating activities Cash (absorbed by)/generated from operations 21 Investing activities Investment income received Net cash generated from investing activities Net cash used in financing activities Net (decrease)/increase in cash and cash equivalents Cash and cash equivalents at beginning of year Cash and cash equivalents at end of year	2023 £ 6,337	£ (43,032) 6,337 - (36,695) 908,333 871,638	2022 £ 3,377	£ 241,873 3,377 -
				245,250 663,083
				908,333

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS

FOR THE YEAR ENDED 31 MARCH 2023

1 Accounting policies

Charity information

Canolfannau Cynghori Sir Y Fflint, is a private company limited by guarantee incorporated in England and Wales. The registered office is Terrig House, Mold, Flintshire, CH7 1EG, United Kingdom.

1.1 Accounting convention

The financial statements are prepared in sterling, which is the functional currency of the Charity. Monetary amounts in these financial statements are rounded to the nearest £.

1.2 Going concern

1.3 Charitable funds

Unrestricted funds are available for use at the discretion of the Trustees in furtherance of their charitable objectives.

Restricted funds are subject to specific conditions by donors as to how they may be used. The purposes and uses of the restricted funds are set out in the notes to the financial statements.

Endowment funds are subject to specific conditions by donors that the capital must be maintained by the Charity.

1.4 Income

Income is recognised when the Charity is legally entitled to it after any performance conditions have been met, the amounts can be measured reliably, and it is probable that income will be received.

1.5 Expenditure

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

1 Accounting policies

(Continued)

1.6 Tangible fixed assets

Tangible fixed assets are initially measured at cost and subsequently measured at cost or valuation, net of depreciation and any impairment losses.

Depreciation is recognised so as to write off the cost or valuation of assets less their residual values over their useful lives on the following bases:

Office equipment 25% on cost Fixtures and fittings 25% on cost Computers 50% on cost

1.7 Cash and cash equivalents

Cash and cash equivalents include cash in hand, deposits held at call with banks and other short-term liquid investments with original maturities of three months or less.

1.8 Employee benefits

The cost of any unused holiday entitlement is recognised in the period in which the employee’s services are received.

Termination benefits are recognised immediately as an expense when the Charity is demonstrably committed to terminate the employment of an employee or to provide termination benefits.

2 Contracts and grant income

Unrestricted Restricted funds funds 2023 2023 £ £ Grants for core activities 231,142 1,155,298 Grants receivable for core activities Flintshire County Council - Core & Contracts 204,142 243,319 Welsh Government - 642,732 National Lottery - 164,202 Citizens Advice - 53,968 Energy Funding - 37,228 Other 27,000 13,849 231,142 1,155,298	Total Unrestricted funds 2023 2022 £ £ 1,386,440 219,142 447,461 204,142 642,732 - 164,202 - 53,968 - 37,228 - 40,849 15,000 1,386,440 219,142	Restricted funds 2022 £ 959,150 259,708 520,826 148,434 20,145 10,037 - 959,150	Total 2022 £ 1,178,292
			463,850 520,826 148,434 20,145 10,037 15,000
			1,178,292

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

3 Fundraising

	Unrestricted	Unrestricted
	funds	funds
	2023	2022
	£	£
Donations	4,612	3,614

4 Investments

	Unrestricted	Unrestricted
	funds	funds
	2023	2022
	£	£
Bank deposit interest	6,337	3,377

5 Other income

Unrestricted Restricted funds funds 2023 2023 £ £ Other income 44,805 - Town & Community Councils 7,900 - 52,705 -	Total Unrestricted Restricted funds funds 2023 2022 2022 £ £ £ 44,805 45,156 18,351 7,900 12,100 - 52,705 57,256 18,351	Total 2022 £ 63,507 12,100
		75,607

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

6 Charitable activities

	Charitable	Charitable
	Expenditure	Expenditure
	2023	2022
	£	£
Staff costs	1,321,890	1,028,026
Staff and volunteer expenses	26,003	17,286
Rates and water charges	5,076	5,076
Power, light and heat	12,983	9,347
Maintenance and repairs	6,268	6,767
Telephone charges	10,582	14,391
Postage	2,122	829
Printing	1,933	1,159
Photocopying	6,110	5,976
Stationery	299	235
IT support	5,168	17,045
Subscriptions	9,737	10,933
Publicity and promotions	477	1,252
Professional fees	5,058	4,026
Insurance	4,846	3,739
Bank charges	259	248
Partnership payments and other charitable expenditure	1,499	1,320
	1,420,310	1,127,655
Share of governance costs (see note 7)	2,400	1,800
	1,422,710	1,129,455
Analysis by fund
Unrestricted funds	243,456	242,330
Restricted funds	1,179,254	887,125
	1,422,710	1,129,455

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

7 Governance costs

Governance costs £ Audit fees 2,400 2,400 Analysed between Charitable activities 2,400	2023 Governance costs £ £ 2,400 1,800 2,400 1,800 2,400 1,800	2022 £ 1,800
		1,800
		1,800

Governance costs includes payments to the auditors of £2.400 (2022- £1,800) for audit fees.

8 Trustees

None of the Trustees (or any persons connected with them) received any remuneration or benefits from the Charity during the year.

Trustees' expenses for the year amounted to £13 during this financial year (2022: £nil).

9 Employees

Full-time and part-time staff Employment costs Wages and salaries	2023 Number 53 2023 £ 1,321,890	2022 Number 49
		2022 £ 1,028,026

There were no employees whose annual remuneration was more than £60,000.

21 -

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

10 Tangible fixed assets Office equipment Fixtures and fittings Computers £ £ £ Cost At 1 April 2022 38,664 39,664 59,814 At 31 March 2023 38,664 39,664 59,814 Depreciation and impairment At 1 April 2022 38,664 39,664 59,814 At 31 March 2023 38,664 39,664 59,814 At 31 March 2023 - - - At 31 March 2022 - - - 11 Debtors 2023 Amounts falling due within one year: £ Trade debtors 7,561 Prepayments and accrued income 38,392 45,953 12 Creditors: amounts falling due within one year 2023 Notes £ Other taxation and social security 6,699 Deferred income 13 114,676 Trade creditors 33,172 Accruals and deferred income 8,488 163,035 13 Deferred income 2023 £ Arising from grants received in advance 114,676 Deferred income is included in the financial statements as follows:	Total £ 138,142
	138,142
	138,142
	138,142
	-
	-
	2022 £ - 68,261
	68,261
	2022 £ 24,663 145,199 58,306 21,254
	249,422
	2022 £ 145,199

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

13 Deferred income Deferred income is included within: Current liabilities Movements in the year: Deferred income at 1 April 2022 Released from previous periods Resources deferred in the year Deferred income at 31 March 2023	(Continued) 2023 2022 £ £ 114,676 145,199 145,199 137,102 (30,523) - - 8,097 114,676 145,199	(Continued) 2023 2022 £ £ 114,676 145,199 145,199 137,102 (30,523) - - 8,097 114,676 145,199
		137,102 - 8,097
		145,199

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

14 Restricted funds

The income funds of the charity include restricted funds comprising the following unexpended balances of donations and grants held on trust for specific purposes:

Welsh Government Flintshire County Council Citizens Advice National Lottery Energy Funding Wales Council for Voluntary Action	Movement in funds Incoming resources Resources expended Transfers Balance at 1 April 2022 £ £ £ £ 520,826 (525,356) 69,530 65,000 278,059 (181,033) (97,026) - 20,145 (21,800) 1,655 - 148,434 (148,434) - - 10,037 (10,502) 465 - - - - - 977,501 (887,125) (25,376) 65,000	Movement in funds Incoming resources Resources expended Transfers 31 £ £ £ 642,732 (639,313) (68,419) 243,319 (228,606) (14,713) 53,968 (55,305) 1,337 164,202 (193,008) 28,806 37,228 (48,986) 11,758 13,849 (14,036) 187 1,155,298 (1,179,254) (41,044)	Balance at March 2023 £ - - - - - -
			-

Purposes of restricted funds

24 -

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

15 Designated funds

The income funds of the charity include the following designated funds which have been set aside out of unrestricted funds by the trustees for specific purposes:

Balance at 1 April 2021 £ Designated fund 140,000 140,000 16 Analysis of net assets between funds Unrestricted funds Restricted funds 2023 2023 £ £ Fund balances at 31 March 2023 are represented by: Current assets/(liabilities) 754,556 - 754,556 -	Transfers Balance at 1 April 2022 Transfers Balance at 31 March 2023 £ £ £ £ 10,000 150,000 - 150,000 10,000 150,000 - 150,000 Total Unrestricted funds Restricted funds Total 2023 2022 2022 2022 £ £ £ £ 754,556 662,172 65,000 727,172 754,556 662,172 65,000 727,172	Transfers Balance at 1 April 2022 Transfers Balance at 31 March 2023 £ £ £ £ 10,000 150,000 - 150,000 10,000 150,000 - 150,000 Total Unrestricted funds Restricted funds Total 2023 2022 2022 2022 £ £ £ £ 754,556 662,172 65,000 727,172 754,556 662,172 65,000 727,172
		150,000
		Total 2022 £ 727,172
		727,172

17 Financial commitments, guarantees and contingent liabilities

As at 31 March 2023 the charitable company had no contingent liabilities.

18 Capital commitments

As at 31 March 2023 the charitable company has no capital commitments.

19 Related party transactions

There were no disclosable related party transactions during the year (2022 - none).

20 Going Concern

There is no evidence of a reduction to funding in the next 12 months, supported by the budgets prepared by management so it is felt that the going concern assumption remains appropriate.

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CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2023

21 Cash generated from operations Surplus for the year Adjustments for: Investment income recognised in statement of financial activities Movements in working capital: Decrease in debtors (Decrease)/increase in creditors (Decrease)/increase in deferred income Cash (absorbed by)/generated from operations	2023 £ 27,384 (6,337) 22,308 (55,864) (30,523) (43,032)	2022 £ 131,435 (3,377) 66,878 38,840 8,097 241,873

26 -

Contents

Empowering our community, shaping our future

Thank You

In the heart of the Flintshire community

Message from the Chair

Our key achievements this year

Message from the CEO

Our Trustee Board

Accessibility and Inclusivity

Challenging a tough decision

Financial Review

The projects

FLAG Flintshire Local Advice Gateway

Energy Projects

Replacing an inneficient boiler

Debt

Noah’s story

Extra Mile Project

Welfare Rights

Backpay through successful PIP appeal

Employment & Discrimination Project

Resolving an Unpaid Sick Pay Dispute

Message from our MCF Manager

Trustees

Objectives and activities

Objectives

Objectives, Strategies and Activities for the Year

CAF Objectives and Priorities for 2022 – 2026

Our advice goal:

Our advocacy goal:

Our technology goal:

Our sustainability goal:

Our culture goal:

Principal activities

Public benefit

Volunteers

Achievements and performance Charitable activities

Key achievements during the year 2022/2023

Fundraising activities

Investment performance

Factors affecting the achievement of objectives

Reserves policy

Reserves position

Funds in deficit

Principal funding sources

Investment policy

Risk factors

Future plans

Structure, governance and management

Governing document

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Recruitment and appointment of new trustees

Organisational structure

Induction and training of new trustees

Wider network

Risk management

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2023

Disclosure of information to auditor

S D Edwards

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX STATEMENT OF TRUSTEES' RESPONSIBILITIES

FOR THE YEAR ENDED 31 MARCH 2023

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT

TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

Opinion

Basis for opinion

Conclusions relating to going concern

Other information

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT (CONTINUED) TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

Opinions on other matters preecribed by the Companies Act 2006

Matters on which we are required to report by exception

Responsibilities of Trustees

Auditor's responsibilities for the audit of the financial statements

TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT (CONTINUED)

TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX

Use of our report

Statutory Auditor

Chartered Accountants

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX STATEMENT OF FINANCIAL ACTIVITIES INCLUDING INCOME AND EXPENDITURE ACCOUNT