2025-03-31-accounts

rar peth cftlzens advlce Slr y Ffllnt Fllntshire Annual Report 202412025 We are Citizens Advice, the people's champion i*

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Contents

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Making a difference one client at a time

This year, we have continued to advise the people of Flintshire, championing their voices and supporting them through challenges big and small. In this annual report, we celebrate what we believe is the heart of our work, people.

Our people, volunteers, trustees, and staff ensure that every aspect of our work is focused on delivering the best possible service for our clients.

This includes how people access advice, the quality of advice, and allocating resources across the range of different channels to meet the needs of the local community.

Using the data our clients provide, we share the impact of our services and highlight the real stories that demonstrate our impact over the past year. Based on real feedback and case examples, this report tells the story of the last 12 months at Citizens Advice Flintshire, with all client identities anonymised to respect their privacy.

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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

Citizens Advice Flintshire 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 that individuals do not suffer due to 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 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.

Trustees

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

S Tyson - Chair

P Bevan - Director K Armstrong - Director M P Lewis - Director

S Woods - Resigned 09/01/24 C Haydon - Joined 25/09/24 C Thomas - Joined 25/09/24

K A Braun - Resigned 19/12/24 B Grew - Resigned 19/12/24 Laura Clays - Resigned 19/12/24

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A message from our Chair

This has been a year marked by significant change, continued pressures on our communities, and important opportunities for growth. This year saw an important transition within our Board where our previous Chair, Laura Clays, stepped down. I am grateful for the Board’s years of dedication, leadership, and commitment to the people of Flintshire, and I congratulate them on bringing their experience and passion directly to the frontline. Their legacy has strengthened our organisation, and I’m proud to support our mission as Chair from a new vantage point.

A major development this year has been the establishment of a North Wales group, which has strengthened collaboration between local Citizens Advice services across the region. This network will allow us to share resources, align our strategic priorities, and deliver more consistent and impactful support to clients. By working together, we can improve efficiency, increase learning, and ensure that no community in North Wales is left behind. We have also begun exploring new ventures in technology and artificial intelligence. These innovations will not replace the human touch at the heart of our service. Instead, they will help us extend our reach, improve accessibility, and deliver information more efficiently. As more people seek advice online and as digital expectations rise, embracing new tools is essential. We must meet clients where they are and respond to increasing needs.

The continuing cost-of-living crisis has had a profound impact on households across Flintshire. Many individuals who have never sought help before now find themselves reaching out in crisis, while those already struggling have been pushed into greater difficulty. Demand for our services has remained high, as the issues people face have grown more complex. Whether supporting clients with debt, benefits, housing, employment, or energy concerns, our staff and volunteers have worked tirelessly to ensure people get the support they urgently need. The challenges facing our communities are significant, but so is our resolve. With a strengthened Board, a more collaborative regional framework, and an increased focus on innovation, Citizens Advice Flintshire is wellpositioned to continue delivering trusted, high-quality advice. I want to extend my sincere thanks to our staff, volunteers, trustees, partners, and supporters. Their commitment and compassion continue to make a real difference in the lives of people across Flintshire. Together, we will continue to adapt, innovate, and advocate, ensuring that everyone has access to the advice they need, when they need it most. Sara Tyson - Chair of Citizens Advice Flintshire

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A message from our CEO

As I reflect on the work of CAF during this year, I once again find myself talking about the challenging environment in which we work. I realised that this has been the case for many years. It has been no different this year - our clients have faced a range of challenges, and we have responded with advice and by changing how we deliver our services to mitigate the negative effects of those challenges.

For some of our clients, they are facing not only poverty but, in many cases, longer-term embedded deprivation. We are seeing people who are experiencing fuel poverty, and one unwelcome change is that we even have a new category, ‘severe fuel poverty’, to describe how bad the situation is. Our crisis work involved issuing fuel and food vouchers and assessing people’s entitlement, and, where appropriate, helping them to claim benefits. Our employment work enabled us to help clients, where possible, stay in their jobs, and our debt team ensured that people were given advice and support to manage this based on the individual’s circumstances.

A significant change for CAF and indeed all advice providers in Wales was that the Welsh Government commissioned advice services based on a national telephone service and regional advice areas. North Wales Citizens Advice Offices collectively worked together to submit a regional bid with Flintshire as the lead. Once successful with the bid, our focus became working collaboratively across the region to improve access to advice, especially for those who need it the most. This change has also led to organisational challenges, in particular, in how we deliver telephone advice in Wales. The staff and volunteers have adapted very well to the changes and have been proactive at every point to make this work. For that, I am very grateful.

Again, as it always has, the thanks and praise must be given to our people. Our advisers and caseworkers, volunteers and paid staff, our support staff, and managers and trustees - each an essential cog in a large wheel. I must give a special mention this year to two long-standing volunteers, both Trustees: Bryan Grew and Klaus Armstrong-Braun. They have been trustees for 30 years, both originally nominated by Town Councils and working with smaller CABs before they merged into Citizens Advice Flintshire.

Bryan, who is well-known in the local community for his support of various local events, has been a passionate member of the board, and he and Klaus have now decided to retire. We thank them for their long-term commitment and passion for CAF, during which they have helped to steer us through the many challenging years they have seen. Salli Edwards, Chief Executive Officer

4

Core Service

Citizens Advice Flintshire (CAF) is funded to provide an advice service to the residents of Flintshire. We offer impartial, confidential, independent and nonjudgmental advice on a wide range of issues, including welfare benefits, debt, employment, discrimination, and housing. The type of service provided to clients, from assisted information to specialist casework, depends on the individual’s needs and the complexity of their issue.

Advice is delivered under a range of local, regional, and national contracts, with clients’ cases managed through the national Citizens Advice Case Management System, ‘Casebook’. This system also enables comprehensive reporting, helping us gain insight into our clients’ advice needs. We work closely with external partners to provide a seamless and coordinated service. By collaborating with other organisations, we can offer timely support, make direct referrals where needed, and respond to clients’ needs more effectively.

CAF operates offices in Mold and Connah’s Quay, alongside outreach locations across the County to meet local demand for face-to-face advice and address gaps in service. Advice services are available through multiple contact channels, including face-to-face, telephone, text messages, WhatsApp, social media, and email. In recent years, there has been a greater emphasis on remote access to reflect the growing need for flexible and convenient ways to seek advice and our services are regularly assessed to ensure they continue to meet clients’ needs.

Our service is quality assured through rigorous case checking, Independent File Reviews, and Citizens Advice auditing processes. We are regulated by the Financial Conduct Authority (FCA) and are recognised as Standard Owners at the Specialist Level under the Wales Information Advice Quality Framework (IAQF), demonstrating that our services meet high professional standards and consistently deliver high-quality advice. Finally, through the national Citizens Advice network, we have access to specialist support, resources, and training, enabling us to provide high-quality, comprehensive advice across a wide range of subjects for people locally.

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The Power of £1

Every pound we receive makes a real difference. Some help keep our doors open and cover essential services like gas and electricity. Most funds support life-changing projects, helping people manage debt, stay warm, or challenge unfair treatment. A large portion is invested in our dedicated team, because supporting them means we can support even more people, and we are proud of that. Every pound truly counts toward making a positive impact.

In 2024/2025, we received a total of £1,599,280 in funding. Thanks to the Welsh Government’s Single Advice Fund (SAF), we were able to provide essential advice across Wales. This funding helped people access advice on debt, welfare benefits, housing, employment, discrimination, and education, making a real difference for our Flintshire clients.

During the year, we were funded to deliver ‘Claim What’s Yours’, a project that helped people across Wales claim the welfare benefits they were entitled to. We also took

sa+:i part in the ‘Basic Income Pilot’ in Wales, a trial exploring the impact of providing a regular monthly payment. For this pilot, care leavers were selected as the group to receive support, helping them gain financial stability | and easing their transition into adulthood.

Being part of the Citizens Advice network gives us the structure and support to provide high-quality, reliable y } advice while staying responsive to our community’s 1 oe needs. Thanks to this partnership, we were able to i 1 deliver an Energy Advice Programme and the Warmer o Wales 2 projects, helping people save energy, reduce ai ay F bills, and stay warm throughout the year.

Every financial contribution makes a real difference, helping people across Flintshire when they need it most. This financial support prevents homelessness, secures vital benefits, helps manage debt, restores financial stability, and provides employment and discrimination advice. By offering advice in these areas, we help people understand and protect their rights, challenge unfair treatment, and access the support they need. Through our campaign work, we also collect evidence and insight to drive change and improve the system for the future, ensuring a lasting positive impact in our community.

From everyone at Citizens Advice Flintshire and from all the people whose lives you’ve touched, - Thank you! We are especially grateful to the Access to Justice Foundation, the Henry Smith Foundation, the National Lottery Community Fund, WCVA, local Town and County Councils, and Leeswood & Pontblyddan Community Council for their generosity this year. Your support truly makes our work possible.

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How funding fuels advice

Where every pound goes Every pound contributed is put to work to make a real difference, covering the essential costs that keep our services running smoothly and our team ready to support the community.

This year, by diversifying our funding streams, we were able to reach even more clients. Thanks to support from the Moondance Foundation and the Energy Advice Programme, we provided energy advice to 692 people, helping them tackle energy challenges with confidence and support.

Alongside helping people challenge incorrect bills and manage energy debts, this funding enabled us to provide 265 pre-payment meter fuel vouchers, worth £12,614, to households in urgent need, offering timely support in a crisis.

via the ‘Shared Prosperity Fund’, we delivered budgeting, debt, and money advice courses. Alongside our existing debt advice services, this support helped over 300 clients build essential financial skills and confidence, promoting longterm stability.

In October, we launched Tai Da (Good Homes), our first dedicated housing advice project. Housing has consistently been one of the top five advice categories over the past five years, and this project helps us meet that need by providing practical, everyday housing advice to help people address common housing issues before they escalate.

Looking Ahead

In 2025/2026, we will continue working to secure sustainable funding, broaden access to our advice services, and ensure everyone in Flintshire can access the support they need.

Thanks to a ‘Multiply Grant’ from Flintshire County Council

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Volunteering

Citizens Advice Flintshire (CAF) relies heavily on volunteers alongside our staff. This year, the ratio of staff to volunteers has shifted to around 55:45, compared with 70:30 in previous years. We recruited and trained 17 new volunteers this year, up from 10 last year, bringing our total to 41. Volunteers play an important role in the services we provide, and we estimate the value of volunteering in Flintshire at around £387,000 in terms of activities and outcomes for clients. Volunteering also brings many benefits beyond the hours contributed, supporting mental health, building skills, and helping people move into work more quickly.

Quote from Simona: “ I found volunteering to have helped me develop essential skills that I can now utilise throughout my life along with helping me develop and create new interpersonal skills. Both Sophie and Emily were always there to help me, should I need help, and, with their guidance, my confidence grew. I can now say that I can confidently call people along with answering calls which is something I never did before my time at Citizens Advice.“

Quote from Bronwen: “I love volunteering with Citizens Advice and connecting people with the information they need to move on with their problems.”

Quote from Emma: “After graduating university, I knew I wanted to start a career in the charity sector where I could help people for a living. I began volunteering at Citizens Advice Flintshire as a Gateway Assessor one day a week while working in retail. Within 7 months, I was hired as a full-time paid employee and began my dream career! Every single member of staff I’ve met here has been lovely, they’ve taken the time to answer my questions, and supported my learning. The whole process of becoming a volunteer- from initially signing up, to training for the role, and qualifying as Gateway Assessor has been made so easy and accessible.”

8

Community Outreach

“I’m so happy with the outcome, thank you for all your help. If I was sent a survey text, I’d give you 20 out of 20 and say very helpful.”

Our outreach service was funded by the National Lottery Community Fund, and we’re extremely grateful to the National Lottery for making this service possible.

The outreach project provides advice in places like Flint Foodbank, Buckley, and Mold, as well as Flint Library and other community hubs across Flintshire. These sessions ensure that people get timely advice to stop their problems from escalating. If you or someone you know needs help, you can find more information about accessing these services at https://flintshirecab.org.uk/outreaches/.

Without them, we wouldn’t be able to help people like Peter. He was one of many people who benefited from our outreach services last year. These sessions are held in local community settings, making it easier for people to get the help they need. When his Employment Support Allowance and Housing Benefit were stopped because he reached State Pension age, he didn’t know where to turn. Not realising he was eligible for the State Pension, he was facing severe financial difficulties. Peter thought that the qualifying age was 68, and because he never received

any notification to let him know otherwise, he wasn’t aware of the support available.

When Peter first came to the Flint Foodbank, he explained his situation, and the CAF adviser there helped him apply for the State Pension and contacted Housing Benefit to make sure his claims would continue without any gaps.

They gave him a foodbank voucher and helped him apply for a Discretionary Assistance Fund payment, which provided immediate financial relief. On his second visit, an adviser followed up with the State Pension team to confirm when his payments would start. Another foodbank voucher was given.

By his third visit, everything was in order, his State Pension payments started on the 18th of January 2024, providing him with £210 per week. His Housing Benefit of £92.05 per week continued, and Peter received an additional £56 from the Discretionary Assistance Fund. Now Peter is financially stable and can focus on enjoying his retirement without the constant worry about money. Peter told us that if he could rate us, he’d give us 20 out of 20 for being so helpful and supportive.

Supporting clients with debt

“I want to thank you for all your help and support during this time.”

We have a range of specialist services, including Welfare Benefits, Employment, and Discrimination. For this report, we will focus on one of our enduring advice areas, debt.

Last year, we helped many people through our specialist debt support services. Our approach goes beyond dealing with the debt itself. We look at the full picture, exploring benefits, options, and practical steps to help people move forward. Our team supported many people with debts, managing a total of £5.7 million in debt and successfully writing off £1.7 million, providing essential financial relief to those in need.

David, a 52-year-old man from Buckley, came to us after discovering that debts had been fraudulently taken out in his name. Already facing difficult circumstances, this situation left him feeling overwhelmed and unsure where to turn. One of the fraudulent accounts, linked to a mobile network provider, had been passed to a debt collection agency, adding to his distress. When David reached out to us, he was struggling to cope with the situation alone. From the moment he shared his story, we provided understanding and practical support, helping to ease the burden. We assisted him in

complaining to the debt collection agency, which led to the account being returned to the mobile provider and David receiving £100 in compensation. When the provider’s response remained unsatisfactory, we escalated the case to the Communications Ombudsman on his behalf. The Ombudsman ruled in David’s favour, ordering the company to pay £250 in compensation and issue a formal apology. With our support, his credit score was repaired, and all fraudulent debts were removed. This outcome not only restored his financial stability but also gave him peace of mind.

If you or someone you know is struggling with debt, please don’t hesitate to reach out. You can find more information about our debt services here: https://fintshirecab.org.uk/debt/.

Working with partners

In partnership with Flintshire County Council, we held two Adviser Network Forums in July and December 2024 to share good practice, information and allow networking opportunities for frontline workers. Each event was attended by over 80 staff and volunteers from various organisations across the County. We had speakers including BAWSO, Age Connects, DWP, Bangor University and Llais.

This year, we have gone out to deliver talks to various groups, including STAND North Wales CIC, Connah’s Quay Older People’s Association, and students at Northop College. Topics covered include Disability Benefits, Pension Credit/Winter Fuel Payments, and volunteering with CAF.

As referred to in the CEO’s introduction, a major piece of work this year has been leading on and submitting a regional funding bid for the Welsh Government’s Single Advice Fund (SAF), on behalf of the six North Wales Local Citizens Advice offices (LCAs). We were successful in this bid, which means we have secured £5 million in funding for advice in the North Wales region, with the possibility of a further three-year extension upon successful completion of the current contract.

Key Achievements

7,438 people helped

35,848 advice issues dealt with

Over £6.9 million income generated for our clients

17 volunteers recruited and trained

85% of people would recommend our service

2,193 Local Adviceline Calls answered

£5,091,398 in debts dealt with.

SAF Regional funding secured for 3 years

The last 12 months have seen lower client numbers than the previous two years, which had seen record client numbers due to the Cost of Living crisis. Client numbers for the last six years were as follows:

2024/25 - 7,438 2021/22 - 6,275 2023/24 - 9,461 2020/21 - 4,167 2022/23 - 9,214 2019/20 - 6,169

Advice Issues

Benefits and Tax Credits continued to be the most common issue people sought advice for. The main areas within this category were Disability Benefits (Attendance Allowance, Personal Independence Payment, and Disability Living Allowance), benefit checks, and Council Tax Reduction.

In response to this year’s cuts to the Winter Fuel Payment, we launched a Pension Credit (PC) take-up campaign. Using social media, local media, posters, and community events, we encouraged people to contact us for a benefit check to assess their eligibility for PC.

As a result, we carried out benefit checks for 212 people aged 65 or over, which generated £91,694 in additional income.

This year, employment has overtaken debt as our second most common area of advice. The main employment issues people sought help with were dismissal, pay and entitlements, and employment tribunals and appeals.

We supported over 1,300 people with debt-related problems, including rent arrears, council tax arrears, and unsecured debt. In total, we dealt with £5,091,398 of debt. This total includes priority debts of £1,840,727 such as rent and mortgage arrears, Council Tax, Energy debt and court fines.

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What our clients have been telling us

85% of clients would recommend us 80% found it easy to access our service 86% found a way forward with our help 90% said they would not have been able to sort out their problem without the help of Citizens Advice

“You listened to me and asked about my situation, the time that you spent reading the information that I gave you and the phone calls. means a great deal to me. you went into great detail for my options and future help that you can provide me. This service was absolutely outstanding. polite and friendly at all times. I couldn’t have asked for a better lady to deal with my problem. thank you so so much Lydia”

“Very quick response. Warm personal approach - I didn’t feel like I was just talking to somebody who was following a flowchart of answers. Thanks”

“Thank you very much Citizens Advice. You were recommended to me by a friend after I explained my problem to him. However, I can’t overemphasize how much I appreciate the effort you are taking to help me with my problem. I am very pleased with you and feel a sense of satisfaction in having someone i can talk to in such a difficult situation”

“Excellent service and always very helpful when I have rung in the past. Highly recommended especially for people with disabilities and are not sure where to go for advice. Thank you Sara, you were amazing and made me feel calm talking to you.” “Called in cab Connahs Quay office. Very informative interview with written notes to take away and telephone appointment made to discuss specific options. Very pleasant knowledgeable staff.”

Looking ahead to next year…

The year ahead will be a time of change and opportunity as we continue to strengthen our services for the people of Flintshire. In early 2025, we began preparing for the next phase of the Single Advice Fund (SAF), which supports the delivery of free, independent, and quality advice across Wales. We are proud to be taking on a new leadership role as part of this programme, acting as the lead organisation for North Wales, and working collaboratively with neighbouring Local Citizens Advice offices to ensure consistent, high-quality advice across the region.

To support this work, we have welcomed Laura Clays as Head of Funded Services North Wales. Laura will oversee the delivery of the SAF project regionally and contribute to our strategic planning and IT development one day a week. Having been a trustee with us since 2014, she brings invaluable insight, continuity, and commitment to the role. The new SAF model introduces ambitious regional targets and a new approach to service delivery. As a result, we are reviewing how we use our resources to make sure we continue to deliver advice efficiently and effectively. Over the next year, we plan to change how clients contact us by phone, moving away from our current inbound Connect telephone system to place greater emphasis on face-to-face advice.

To balance these changes, we are expanding our face-to-face advice provision, offering more drop-in sessions and outreach opportunities across Flintshire. We know that many people still value seeing an adviser in person, and this remains a cornerstone of our local service. As part of this, we will continue recruiting and training new volunteers, investing in their development so that our advice remains accessible, responsive, and personal. Internally, we are strengthening the way we work, developing our IT and telephony systems, refining our processes, and embedding fairer policies that support our team. This includes introducing our first Pay and Reward Policy, modernising recruitment, and ensuring we remain an inclusive, supportive place to work.

We’re also taking exciting steps to increase our visibility and reach within the community. This year, we’ve applied for a Google Ads Grant, which will enable us to promote our advice services more effectively online. Our Marketing, Communications and Fundraising team are focused on developing new digital campaigns that make it easier for people to find the help they need at the right time. Amidst all this change, our focus remains on what matters most, helping people. Whether that’s through face-to-face advice, community outreach, or digital access, we’ll continue to evolve and adapt to ensure everyone in Flintshire can find a way forward with our support.

Registered Charity No.1090010

Registered Company No. 03985923

Citizens Advice Flintshire / Flintshire Citizens Advice Bureau Terrig House, Chester Street, Mold, Flintshire, CH7 1EG Authorised and regulated by the Financial Conduct Authority FRN:617607

Company Registration No. 03985923 (England and Wales) Charity Registration No. 1090010 ngorar opeth citizens advice Sir y Fflint Flintshire CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX ANNUAL REPORT AND FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2025

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX LEGAL AND ADMINISTRATIVE INFORMATION Trustees S Tyson P Bevan Chair Direttor K Armstrong M P Lewis S Woods C Haydon C Thomas K Armstrong Braun B Grew Laura Clays Director Resigned 3rd September 2025 Resigned 9th January 2025 joined 25th September 2024 Vice Chairjoined 25th September 2024 Resigned 19th December 2024 Resigned 19th December 2024 Resigned 19th December 2024 Secretary S D Edwards Charity number 1090010 Company number 03985923 Registered office Terrig House Mold Flintshire United Kingdom CH71EG

CONTENTS Pag8 Trustee's Report Statement of Trustees, responsibllities 11 Independent auditorfs report 12-15 statement of financial activities 16 Balance sh8et 17-18 Statement of cash flows 19 Notes to th8 financial statements 20-30

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES. REPORT (INCLUDING DIRECTORS, REPORT) FOR THE YEAR ENDED 31 MARCH 2025 The Trustees present their annual report and financial statements for the year ended 31 March 2025. 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 appliGable in the UK and Republic of Ireland (FRS 102) (effective 1 January 2019)" Objectlves and actlvltles Objectlves 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. Objectlves, Strategles and Actlvltles for the Year Fllntshire Citizens Advice Bureaux (operating as Cltizens Advice Fllntshire and referred to as CAF hereafter) alms 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 that individuals do not suffer due to 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 Objectlves and Prlorltles for 2022 - 2026 We have adopted a 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 advlce 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 wlll 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 sustalnablllty 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 2025 Prlncipal activities Citizens Advice Flintshire's principal activity remained the provision of free, confidential, independent, and impartial advice and information for members of the public, While maintaining the range of access channels, we continue to deliver our services in the community, often co-locating with partner agencies such as Flintshire Foodbank. 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 B8nefits, Debt, Employment, Education and Discrimination. This also includes a specialist Regional Employment and Discrimination advice service covering North Wales. This service was recommissioned on a regional basis for the first time in 2024. The model also required that there be a 'lead' for each region, rather than the consortium model we had anticipated. Citizens Advic8 Flintshire were selected to lead for the North Wales Region, and we continue to work within a consortium approach. The Henry Smith Foundation continued lo support our specialist service for people with mental ill health by providing ongoing casework and outreach services. Flintshire County Council maintained its commitment and support for essential local advice services. In addition to supporting our core bureau service, we are part of the Supporting People service to allocate advice referrals, ensure partnership working, and avoid duplication of services via Flintshire Gateway. It also supports two d8bt workers whose focus is to prevent homelessness by advising clients with rent or mortgage arrears (who may also have additional support needs). We also continued to provide the County's Welfare Rights Service, which assists people with income generation, reviews, and appeals. We worked in partnership with the reglonal 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. This service ended in March 2025, although the benefits take-up continU8S to be delivered via the Advicelink service. We continued to work collectively as Local Citizens Advice across the North Wales Region to develop a Consortium to enable more regional working. We contributed to national and local research and campaigns. Publlc beneflt 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.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES, REPORT (INCLUDING DIRECTORS, REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Volunteers CAF is a voluntary service that has been part of the Flintshire communlty for 60 years. This year we recruited 17 new volunteers, an increase from last yearfs 10. This year, we targeted our recruitment to appeal to a younger demographic, creating meaningful opportunities to develop skills and knowledge, and addressing the ever-changing lifestyles of traditional volunteers. Our traditional volunteers increasingly work later in life, provide childcare for grandchildren, or have caring responsibilities, which has made it challenging to recruit and retain them. We hope to continue to grow our volunteer base and recruit people from all walks of life. Charltable actlvltles Advice and information continued to be our main activity. The last 12 months have seen lower client numbers than the previous two years, which had seen record client numbers due to the Cost of Living crlsls. Client numbers for the last six years were as follows: 2024125 - 7,438 2023124 - 9,461 2022123 - 9,214 2021122 - 6,275 2020121- 4,167 2019120- 6,169 We continued to help people seeking help due to the financial crisis, needing help with food vouchers, fuel vouchers, Discretionary Assistance Fund emergency payments, and other charitable support. Our digital advice services have continued to be popular due to the convenience of these contact channels, and we continuously review these to ensure we are using the most effective software tools to deliver digital advice. Clients can contact us via email, WhatsApp, Messenger, and SMS text messages. We have diversified our project funding again this year to ensure that we continue to deliver the advice that people in Flintshire need. We secured funding from Moondance and the Energy Advice Programme to deliver energy advice to 692 clients. As well as helping people to challenge Incorrect bills and deal with energy debts, this funding enabled us to issue 265 pre-payment meter fuel vouchers with a value of £12,614 to households that were in a crisis situation.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES, REPORT {INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Multiply grant funding from Flintshire County Council, via the Shared Prosperity Fund, was awarded for various activities, including budgeting, debt and money advicelcourses. This was delivered in addition to our debt advice and has helped to reintroduce budgeting and financial literacy work to our service, helping over 300 clients during the year. In October, we launched our new housing advice project, Tai Da (Good Homes). This is the first housing advice project for CAF and was identified as a gap in our service, with housing being in the top 5 advice categories regularly for the last 5 years. We answered 2,193 local Adviceline calls. We continued to highlight that our clients are now living in deprivation and actively participated in gathering evidence and campaigning. In partnership with Flintshire County Council, we held Adviser Ne￿Ork Forums in July and December 2024 to share good practice, information, and provide ne￿orkIng opportunities. Each event was attended by over 100 staff and volunteers from various organisations across the County. We had a range of speakers from the Equality and Human Rights Commission, Bangor University, Vision Support, Same But Different, FLVC Learning Support Team, Llais, BAWSO, Hourglass, Age Connects, Department for Work and Pensions and Welsh Women's Aid. This year, we have gone out to deliver talks to various groups, including STAND North Wales CIC, Connah's Quay Older People's Association, and students at Northop College. Topics covered included Disability Benefits, Pension Crediuwinter Fuel Payments, and volunteering with CAF. Key achievements during the year 202412025 In 202412025, we helped 7,439 people, compared to 9,461 the year before. Furth8r, we supported clients with 35,848 issues, a 290/0 decreas& from 50,928 the previous year. This decrease comes after a period of exceptionally high demand, largely driven by the cost-of-living crisis in recent years. As the crisis began to stabilise for some, demand naturally declined. For example, the number of clients and advice issues related to charitable support and food banks as the initial reason for contact fell by 280/0 between 202312024 and 202412025. Initial contact for crisis support often leads to the identification of multiple other advice issues, so a reduction in these types of enquiries can significantly impact overall advice issue nurnbers. Further, benefit-related advice issues at CAF were hlgher in 2023-2024 largely due to a peak in new claims driven by the cost-of-livlng crisis and temporary government interventions. Although benefit claimant numbers continued to rise in 2024-2025, the slower rate of new claims and improved claimant famlliarity with the system contributed to a reduction in advice issues. We keep track of new income gained for clients. One-off gains are usually benefits backdated for a period of time, and ongoing gains are calculated as a weekly gain x 52. We classify debts written off directly, or through legal aid remedies such as bankruptcies and debt relief orders, as gains.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 During 2024-2025, our advisers gained £6,932,613 for clients, including £1,765,398 of written-off debts. In 2024-2025, we helped clients manage a total of £5,091,398 in problem debt, averaging £10,541 per client. This total includes priority debts of £1,840,727 such as rent and mortgage arrears, Council Tax, Energy debt and court fines. We assisted 1,050 clients with 2362 Universal Credit problems. In 2024-2025, we supported 1,104 clients with a total of 6,120 employment-related issues. Thls reflects the ongoing demand for advice on employment rights. Fundralslng actlvltles Total income generated through fundraising events and donations is £6,136, including fees for hire of premises of £3,416 and a donation from Laeswood & Pontblyddyn Community Council £100. Investment performance Our investment in fixed-rate bonds with a guaranteed grosslAER interest rate generated an Income of £20,869 (2024 £6,983). The charity did not have any borrowings from either providers of fundlng or other sources at the balance sheet date. Factors affectlng the achlevemènt of objectlves We have continued to offer remote advice services to clients and have started to expand our face-to-face advice. Many services were due to expire this year, which, when combined with minimal inflationary increases on our exlsting contracts, made It apparent that we would need to reduce the services available. In October, our Operations Manager, Julie Griffiths, took up an exciting opportunity and left the service after 20 years. Julie was a very experienced caseworker and manager and was a significant part of the senior management team. We will not fill this role due to a lack of funding. Reserves pollcy 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 posslble for the cessation of one or more funding streams to present such a serious challenge to the future of the organisation that it could not be managed to continue to provide a best value advlce service. In reviewing the potential costs that could arise should a significant reduction in income be incurred, the Trustees have determined that Yree, 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.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Reserves posltlon Unrestricted funds stand at £ 854,274, the tangible fixed assets have a net book value of £617, and £150,000 has been set aside as designated funds, leaving approximately £704,274 as the Charity's free reseNes. The aim is to retain reserves amounting to either four months, of standard operating costs, which would equate to £495,940, or six months, which would equate to £743,910. Funds In deflclt No funds were in deficit at the balance sheet date. Princlpal funding sources We continue to work closely with Flintshire County Council, who contribute to our core bureau servlce as well as partnershlp working to maximise advice and information services and reduce duplication. The Welsh Government continues to commit to advice and information provision through the Single Advice Fund (SAF), which enables us to provide generalist and specialist advice locally, regionally and nationally at a time of great demand. Investment pollcy 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 banklinvestment accounts that provide access within a reasonable notice period. This year, we invested in fixed-rate bonds with a guaranteed gross l AER interest rate calculated daily and added to the capital balance on the anniversary of the account being opened, provided 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's statutory deposit guarantee scheme will repay up to £85,000 in the event of the investment company becoming insolvent.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES. REPORT (INCLUDING DIRECTORS, REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Rlsk factors The trustees have assessed the major risks to which the charity is exposed. A significant risk factor facing CAF this year was the change in commissioning for the Single Advice Fund from the Welsh Government. Citizens Advice had traditionally led the bidding and management of this service, which represents a significant portion of CAF'S income. This year, the Government commissioned on a reglonal basis and local Citizens Advice Offices led on the bidding and management for this service. CAF felt that leading on the bid for the North Wales Region would mitigate this risk, and fortunately, our North Wales partner LCAS agreed, electing CAF to lead. We continue to work in partnership and have developed risk management processes. Future plans CAF aims to continually improve its service both in t8rms 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 have continued to offer remote advice services to clients and have started to expand our face-to-face advice. 2025 is the last full year of the 2021- 2026 Business Plan. We will carry out a comprehensive review of the strategy to date, analyse the environment in which we are now working and carry out a range of stakeholder engagement to develop the next strategy for CAF. 2025 will include our three-year on-site audit to ensure we continue to meet the Membership standards of Citizens Advice and to obtain the Quality Mark in Casework. Structurè, governance and management governlng 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

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 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 company law, and who served during the year and up to the date of signature of the financial statements, were: S Tyson P Bevan Chair Director K Armstrong M P Lewis S Woods C Haydon C Thomas K Armstrong Braun B Grew Laura Clays Director Resigned 3rd September 2025 Resigned 9th January 2025 Joined 25th September 2024 Vice Chair Jolned 25th September 2024 Resigned 19th December 2024 Resigned 19th December 2024 Resigned 19th December 2024 Recrultment and appolntment 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. A number of long-serving trustees stepped down this year for a range of reasons, and in January, we carried out a skills analysis and set up a recruitment sub-group to recruit to roles where we had identified gaps. Public notices are Issued with invitations to nomlnate 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: S Tyson P Bevan K Armstrong M P Lewis S Woods Chairl Director Director Director Treasurer(resigned 31912025) Director People Strategic planning Information l Data management Finance Safeguarding Health and Safety Welsh Language None None Governance IE- C Haydon C Thomas K Armstrong Braun B Grew Laura Clays Director Vice Chair Director Director Chair l Director

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Organlsational 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 obligatlons. A Chief Executive, currently Salli Edwards, is appointed by the trustees to manage the day-to-day operations of the charity. To facilitste effectlve operations, the Chief Executive has delegated authorlty, withln the terms of the delegation approved by the trustees, for operational matters including finance. Induction and training of new trustees Newly appointed Trustees are provided with a comprehensSve induction to CAF through the provision of trainlng courses and mentoring by established trustees and the Chief Executive Officer. Wlder network CAF is a member of Citizens Advice, the operating name of the National Associatlon of Cltlzens Advice Bureaux, which provides a framework for standards of advice and casework management as well as monltoring progress against these standards. Operating policies are independently determined by the Trustee Board of CAF in order to fulfil its charitable objectives and comply with the national membership requirements. Rlsk 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. The risk register is reviewed on an annual basis as part of the routine cycles of review and reporting to support and underpin the Business Plan review process. The register was reviewed and updated in June 2023 (and subsequently in June 2024 and September 2024). The Risk Register also now links with the Disaster Contingency Plan. Cyber risk is a key risk that has escalated. CAF will undertake a comprehensive review of the risk register given the additional risks of being the lead organisation for the regional Advicelink service.

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX TRUSTEES, REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Dlsclosure of Informatlon to the audltor Each of the Trustees has confirmed that there is no information of which they are aware that 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. Chair Dated: 10th December 2025 10

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX STATEMENT OF TRUSTEES, RESPONSIBILITIES FOR THE YEAR ENDED 31 MARCH 2025 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 requlres the Trustees to prepare financial statements for each financlal 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 prlnciples In the Charitles SORP; make Judgements and estimates that are reasonable and prudent; And prepare the financial statements on th8 going concem basis unless it is Inappropriate to presume that the Charity will continue In operatlon. The Trustees are responslble for keeping adequate accounting records that dlsclose 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. 11

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FOR THE YEAR ENDED 31 MARCH 2025 Oplnlon 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 2025 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 the applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practice). In our oplnlon, the flnanclal statements: give a true and fair view of the state of the charitable company's affairs as at 31 March 2025 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 Klngdom Generally Accepted Accounting Practlce; and have been prepared in accordance with the requirements of the Companies Act 2006. Basls for oplnlon 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. Concluslons relating to golng 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 at least twelve months from when the financial ststements 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. 12

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX INDEPENDENT AUDITOR'S REPORT (CONTINUED) TO THE TRUSTEES OF CANOLFANNAU CYNGHORI SIR Y FFLINT, FOR THE YEAR ENDED 31 MARCH 2025 Othèr Infonnatlon 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 th8 audit or otherwise appears to be materially misstated. If we identify such material Inconslstencles or apparent material misstatements, w& are required to detemilne whether this gives rise to a material mlsstatement 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. Oplnlons on other matters prescrlbed by the Companles 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 whlch we are requlred to report by exceptlon We have nothing to report In respect of the following matters in relation to which the Charitles (Accounts and Reports) Regulations 2008 require us to report to you If, In our opinlon: 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. Responslbllltles 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. 13

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 FOR THE YEAR ENDED 31 MARCH 2025 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 responslbllltles for the audit of the flnanclal 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 assuranc8, but it 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 based on these financial statements. The extent to which the audit was considered capable of detecting irregularities, including fraud, is detailed below: Irregularlties, including fraud, are instances of non-compliance with laws and regulations. We deslgn procedures in line with our responsibilities, outlined above, to detect material misstatements in respect of irregularities, including fraud. Owing to the inherent limitstions of an audit, there is an unavoidable risk that a material misstatement in the financial statements may not be detected, even though the audit is properly planned in accordance with the ISA (UK). We obtalned an understanding of the legal and regulatory frameworks applicable to the Gharity 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 statem8nts, 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 has in place to prevent and detect 14

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 FOR THE YEAR ENDED 31 MARCH 2025 Challenging assumptions and judgements made by management in its significant accounting estimates; Reviewing the financial statement disdosures and assessing the appropriateness of the accounting policies used; Identifylng and testlng Joumal entries, In partlcular 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 t&am included consideration of the engagement team's knowledg& of the Industry in which the client operates and understanding of, and practical experience with, audit engagements of a similar nature and complexity through appropriate training and partlcipation. There are inherent limitations in the audit procedures described above. We are less likely to become aware of instances of non-complianc8 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 misstatements. We are not responsible for preventing non-compliance or fraud and cannot be expected to detect non-compliance with all laws and regulations. Use of our report This report is made solely to the charity's trustees, 8s a body, in accordan￿ 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 auditorfs report and for no other purpose. To the fullest extent pemiitted by law, we do not accept or assume responsibility to anyone other thLqn the charity and the charitys trustees as a body for our audit work, for this report, r for the opinions wf3 have formed. Al8d Roberts BA ons) FCA (Senior Ststutory Auditor) for and on behalf of Salisbury & Company Business 8olutions Limited statutory Auditor Chartered Accountants Irish Square, St Asaph Denbighshire United Klngdom LL17 ORN Date: 11,)),JL)C 15

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX STATEMENT OF FINANCIAL ACTIVITIES INCLUDING INCOME AND EXPENDITURE ACCOUNT FOR THE YEAR ENDED 31 MARCH 2025 Unr•$trS¢t•d funds R•strlct•d fundB Total Unrnstrlctsd Restrlct•d funds funds Totsl 2025 2025 2025 2024 2024 2024 Incomo and endowment¥ Contra¢ts •nd grant Incom• 285,207 317,138 602,343 224,392 393,196 617,568 Chrltsbl• octlvltl•# Grant Income 990,571 990,571 858.906 858,906 Fundral8lng 3,416 3,416 1,632 1,632 Inv•itm•nt8 20,669 20,869 6.983 6,983 oth•r In¢om• 6,202 6,202 44,086 17291 43,357 Total Income 315,694 1,307,707 1,623,401 277,093 1.251,373 1,528,466 Exp•ndltur• on ¢harStabl• •¢tlvltl•$ 1145,9821 11,341,837) 11,487,819) 1211,8141 11,352.5161 11,564,330) N•1 In¢omlngllOutgolng) r••ourc•• bofor• trnn8f•r8 169.712 134,130} 135,582 65,279 1101,143) 135.8641 Gro$• trnn8f•rs b•￿•n funds 134.1301 34,130 1101,143) 101,143 N•t Incom•ll•xp•ndltur•l for th• y••rlN8t mov•m•nt In funds 135,582 135,582 135,8641 135,8641 Fund b•lanc•s at 1 Aprll 2024 718.692 718.692 754,556 754.556 Fund balnco8 at 1 Aprll 2025 854.274 854,274 718.692 718,692 Th& statement of financial activities Includes all gains and losses recognlsed in Ihe year. All Income and 8xpenditure derive from continuing 8Ctivities. The statement of financial adivities also complies with the requirements for an Income and expendSture account under the Companies Act 2006. 16

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX BALANCE SHEET AS AT 31 MARCH 2025 Not•$ 2025 2024 Flx•d A•sots 11 617 5,658 Current Ass•ts 08bto 12 15.694 19.543 Cash at bank and In hand 914.136 780,378 929,830 917.591 Credllors.. amounts 1811Sng due wllhin one yeor 13 178,1731 {88,8871 N81 current asststs 853,657 718,092 Tot•1 •s••ts l•s• ¢urr•nt 854,274 718.692 In¢om• fund• Restrfcted fund8 15 Unr•*trlct•d funds Do8longtod funds 16 150,000 150,000 Gen8r81 unreslrtrt•d fund8 704,274 568,692 854,274 718.692 854.274 718,892 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 2025, although an audit has been carried out under section 144 of the Charities Act 2011. The directors acknowledge 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. 17

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX BALANCE SHEET (CONTINUED) 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 1 Oth December 2025 C Thomas Trustee Trustee Company Reglstratlon No. 03985923 18

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX STATEMENT OF CASH FLOWS AS AT 31 MARCH 2025 2025 2024 Notos Cash flows from operatlng actlvltlas Cash (absorbed byllg&neraled from operations 22 107,848 {92,585) Dèpreclallon 5,041 5,042 Flxed asset acqulsltlon (10,700) Invostlng actlvltlos Inveslment Income recelved 20.869 6,983 Net cash genorated from Investlng actlvltles 20.869 6,983 Net cash used in financlng 8Ctlvltle8 Not Incroaseldècrnaso In cash and ¢ash aqulvalent• 133,758 {91,260) Cash and cash equlval6nts at the beginnlng of the yèar 780,378 871,638 Cash and Cash •qulvalen18 al tho end of the yoar 914,136 780,378 19

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2025 1. Accountlng policles Charlty Informatlon Canolfannau Cynghori Sir Y Ffllnt, Is a prlvale company limited by guarantè6 Incorporated in England and Wal8s. The registered office 1$ Terrig House. Mold, Fllntshlre, CH7 1EG, United Kingdom. 1.1 A¢countlng convèntlon The financSal statements have been prepared In accordance wlth the Charity's Memorandum and Articles of Associatlon, the Companles Act 2006, FRS 102 'The Flnanclal Reporting Standard applicable In the UK and Republic of Ireland. I'FRS 102.1 and the Charlties SORP 'Accounting and Reportlng by Charities: Statement of Recommendèd Pracllce applicable to charities preparing Ihelr accounts in accordance with the FlnancSal Reporting Standard applicable in the UK and Republic of Ireland {FRS 1021" {8ffectlve 1 January 20191. The Charity is a Publlc Benefit Entity as defined by FRS 102. Th8 financlal slatements are prepared In stedlng, whlch Is the functional curr8ncy of th8 Charity. Monetsry amounts In th&s8 financl81 slat8m8nts are rounded to th8 n8ar8st £. The fin8nclal statemènts have boen prepared under thé hlstorlcal cost convenllon, Imodlfied to Include the revaluallon of freehold propertles and to Include Investment propertles and certaln flnanclal Inslruments at falr valuel. Th8 prlncipal accountlng pollcles adopted are sét out below. 1.2 Golng concèrn At the time of 8pprovSng th8 flnanclal statements, th8 Trust88s have a reasonable expectallon that the Charfty has adequate resources to continue In operational exlstence for the fores8eable future. Thus the Trustees contlnue to adopt the golng conc8m basls of accounting in preparing the financial ststemgnts. 1.3 Charltablè fund8 Unrestrlcted fund5 are avallable for use at the dlscretlon of th8 Trustees In furtherance of thelr charSlable oblecllvas. R8slrlcl8d funds are subject to SP8clfic condltlons by donors as lo how they may be used. The purposes and usas of the restricted funds are sel out in the notès to the flnanclal 8latem8nls. Endowment fvnds are subject to $pecEfic condltlons by donors that th9 capit81 must be malntalned by the Charlty. 1.4 Income Income 1$ recognised whèn the Charfly Is legally enti118d to it after any performance conditions hava been met, the amounts can b8 measured reliably, and11 Is probable that Income will be recelved. C8sh donations are recogni88d on r8celpl. Other donations are recognlsed once the Charity has been notified of the donatlon, unless performance condlllons require deferral of the amounl. Income lax recoverable In relation lo donatlons rèceived under Glft Aid or deeds of covenant Is recognised 81 the time of the donatS0n. Legacies 8re recognSsed on receipt or otherwlse If Ihe Charity has be8n notifi&d of an Impendlng distribution, the amount is known. and receipt Is expected. If the amount Is nol known, the legacy is treat8d as a contlngent asset. 1.5 Expendllure Llabilities are recognised as expenditure as soon as there Is a leg81 or constructive obligatSon committing the charity lo that expendlture, it is probable that a transfer of economic beneflts will be required in sett5ement, and the amount of the obligation can be measured reliably. Expenditure is accountèd for on an 8ccruals basis and has been classifled under headings that aggregate all costs related lo the category. Where costs cannot be directly attributed to paTticular headings, they have been allocated to activities on a basis consistent with the use of resources. 20

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 1. Accountlng pollcies (Contlnuèd) 1.6 Tanglblo flxed assets . Tangibl8 fix8d assets are initlally measured at cost and subsequently measured 81 cost or valuation. net of depreciation and any impairment losses. Depreciation is recognlsed $0 as to write off the Cost or valuation of ass8ls less thglr r8sldual values ov6r th8lr useful lives on the followlng bases.. Offlce aqulpment 250A on cost Flxturos and flttlngs 25Y• on cost Computor• 50% on cost The galn or Ioss arlslng on the disposal of an asset Is detemilned as the dlff8r8nce be￿een th8 sale proceeds and thè carrying value of the as88t, and Is recognlsad In the st8temant of financl81 actlvltles. 1.7 Cash and cash equlval•nt8 - Cash and cash equlvalents Include cash In hand, deposlts held at eAII wrth banks and oth8r short-lerm liquld Investments wlth orlginal maturllles of three months or less. 1.8 Employee beneflts - The cost of any unused holiday entstlement Is recognlsed In th8 perlod Sn whlch the employee's Services are recelved. TemiSnetion benefits are recognised Immediately as an 8xpense when the Charity is d8monslrably committ8d lo terminating the employment of an employee or to provlding terminatlon benefits. 21

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 2. Contracts and grant Income Unr•$trlct•d funds Re$trI￿•d fund• Total Unr••trlct•d funds R•itrlct•d funds Total 2025 2025 2025 2024 2024 2024 Grants for core ocliviti•s 205,207 317,136 602,343 224,392 393,196 617,588 Grantb re¢elvablè for cor• a¢tlvltl•• Fllntshlre Coun Councll & Core Contracts 285,207 230,500 515,707 224,142 130.335 354,477 Nallonal Lottery 88,638 86,636 185,992 185.992 c￿¢ZenS AdvlrAg 250 28,359 28,609 Olh8r 48,510 48.510 285,207 317,136 602,343 224,392 393,196 617.5B8 3. Grant Income Unrè8trlct•d funds R•#trlct•d fund• Total Unre8lrlct?d fund• R•8trSct•d fLrnd* Total 2025 2025 2025 2024 2024 2024 Grant Income 990.571 990.571 858.906 858,906 Grants r•¢•lv•bl• for cor• •ctlvltl•# Fllnlshlre Coun Coun¢ll & Core Contracts 118,834 118,834 118.834 118,B34 Welsh Govemmgnt 659,946 659.946 612,971 612,971 Enèrgy Fund 78.631 76,631 57,342 57.342 Other 135,160 135,160 69,759 69.759 990.571 990,571 858,906 858.906 22

CANOLFANNAU CYNGHORI SIR Y FFLINT. FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 4. Fundralslng Unrestrlctod fund• Unrestrlcl•d funds 2025 2024 Other Incomè from room hire 3,416 1,632 5. Investments 2025 2024 Bank deposlt Inter8st 20,869 6,983 6. Other Income Unr?•lrlcted funds Restrlctod funds Total Unrestrlcted funds Rostrlded fund• Total 2025 2025 2025 2024 2024 2024 Don8tlons and Other Income 6,102 6,102 43,686 1729) 42,957 Town & communlty councils 100 100 400 400 6,202 6,202 44,086 (729) 43,357 23

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 7. Charitable activities Charltable èxpendlture Charltablo expendlture 2025 2024 Rent staff costs Staff and volunteer expenses Rates and water charges Power,15ght and heal Malnlenance and repalrs Tèlephone charges Postage Printlng and stallonéry 100 1,299,110 36,142 6,983 22,962 8,314 5,431 1,979 1,269 100 1.431,904 26,827 4,219 19,050 6,714 9,560 2,843 1,627 Lil Pholocopylng IT Support Subscriptions Publlclty and promotions Professlon81 fe88 Insurance Bank charges Depreciation Partnershlp payments and olher charStabl8 exp6ndlture Trustee expenses 7,084 9,154 10,956 738 10.718 4,994 600 5,041 53,517 327 7,956 19,040 11,469 1,066 9,019 4,915 579 5,042 1,485,419 2,400 1,561,930 2.400 Share of govemance costs Ise8 not8 8) 1,487,819 1,564.330 Analysls by fund Unrestricted funds 145,982 1,341.837 211,814 1,352,516 Restricled funds 1,487,819 1,564,330 24

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 . Governance Costs Govemance Costs 2025 Gov8manc8 Costs 2024 Audlt Fees 2,400 2,400 2,400 2,400 2,400 2,400 2,400 2,400 Analysed be￿een Charitable a¢tivit6es 2,400 2,400 2,400 2,400 Govem8nc8 costs Include payments to the audllor8 of £2.400 {2024- £2,400) for audlt f888. 9. Trustees None of tha Trustees (or any persons connected wlth them) recelved any remunèratlon or b8n8fit8 from th8 Charlty durlng the year. Trustees, expenses for th8 yèar amount8d to £ 327 durlng thls flnanclal year. (2024,. £nll) 10. Employees The average monthly number of full-llme employees during the y8ar was 27 {2024'.291, and the average monthly number of part-tlma employees during the year was 2312024.'26), with all èmployee Ilm8 Involved In provlding support to the charlty. 2025 Number 2024 Number Full-tlme and part-time staff 50 55 Employmont Costs 2025 2024 Wages and salaries 1,299,110 1.431,904 There were no employees whose annual remuneration wa$ more than £60,000 25

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 11. Tanglble flxed assets Offlce oqulpment Flxturas and flttlngs Computer Total Cost Al 1 April 2024 39,896 39,664 69,282 148,842 At 31 March 2025 Dèpreclatlon and Impalrmont At 1 Aprll 2024 Charge for the year Al 31 M8rch 2025 Not Book Value At 31 March 2025 Al 31 March 2024 39,896 39,664 69,282 148.842 (38,972) (307) (39,2791 139,664) 164,548) {4,7341 169.282) {143.184) (5,041) 1148.225) (39,6641 617 924 617 4,734 5,658 12. Debtors Amounts falllng due wlthln ona year: 2025 2024 Trade debtors Prepayments and accrued Income Other debtors 17.975 1,568 14,310 1,000 15,694 19,543 13. Credltors: amounts falllng due wlthln one yoar 2025 2024 Nolos other taxation and social securfty Deferred Income Trade creditors Accruals and deferred Incom& 26,679 22,784 23,730 2,980 33,687 36,500 14,353 2,347 14 76,173 86,887 14. Deferred Incoma 2025 2024 Arising from grants re￿iVed in the past 22,784 36,500 26

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 14. Deferred income (cont'd) 2025 2024 Deferred Income Is Ineludod wlthln: Current liabllltles 22,784 36,500 Movemonts In the year Deferred Income al 1 April 2024 Released from prevlous periods Resources d8f6rred In lh8 year 36,500 {13,7161 114,676 178.176) Deferred Income at 31 March 2025 22,784 38.500 Grants recelved In advance for the period In whlch th8 funder requlres the expenditure to be 8ppll&d are Included In deferred Income. For th8 year ended 31 March 2025, such grants r8celv8d amounted to £22,784 (2024: £36,500) 27

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 15. 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: B•lan¢• at 1 Incomlng Aprll 2023 R•sour¢•¥ R•8ourc•8 Exp•nd•d Tr*nsf•rs Balan￿ 31 In¢omln9 Mirch 2024 R•8our¢•8 Re•our￿$ Exp•nd•d Tr•n•f•rn B•lance 31 Mar¢h 2025 Welsh Government 612,972 (612,972) 659,946 1671,275) 11,329 Fllntshlre County Councll 249,189 1291,923) 42,754 349,334 {349,334) Cillzens Advic8 28,359 (40,005) 11,646 Natlonal Lottery 185,992 {211,013) 25,021 86,636 {86,636} Energy Fundlng 71,737 (82,850) 11,113 76,631 {90,336} 13,705 Welsh Councll for Voluntary Acllon 54,274 (64,883) 10,609 Access to Justice Foundation 48,870 (48,870) 85,160 {65,160} Henry Smllh Foundation 70,000 {79,096y 9.096 1,251,373 {1,352,516) 101,143 1,307,707 (1,341,837) 34,130 28

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS {CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 16 Deslgnated funds The income funds of the charity include the following designated funds. which have bèen sot aslde out of unrestricted funds by the trustees for specific purposes: Balance at 1 Aprfl 2023 Transfers Balan¢0 at 1 Aprll 2024 Transhrs Balance at 31 Marth 2025 Deslgnaled fund 150,000 150,000 150,000 150,000 150,000 150,000 17 Analysls of net assets between fund8 Unroslrlctsd fund8 2025 Restrlctod funds 2025 Total Unrestrlcted Rèstrleted lunds funds 2024 2024 Total 2025 2024 Fund balances al 31 March 2025 are represented by: Current assetsl(liabilltiesl 854,274 854,274 718,692 718,692 854,274 854,274 718,692 718,692 18 Flnanclal commltmentsj guarante88 and contlngent Ilabllltles As at 31 M8rch 2025 charitable company had no contlngent Ilabllitles. 19 Capltal commltments As at 31 March 2025 the charitable company had no capltal commltments. 20 Related party tran6actlons There were no disclosable related party Iransactlons durlng the year (2024 - none). 21 Golng concern The charltable company has Infomed management, and they are conslanlly reviewlng the guidelines given by the UK Govemment and adapling Ihelr buslness accordSngly so as to best S8rve Iheir clients whilst keeping their staff safe. Regular board meetings ensure communlcation b6tw8en informed managem&nt and allow for changes to be implemented In controlled manner. There Is no evldence of a reduclion In funding in the next 12 months, supported by the budgets prepared by management. so 11 Is f811 that th8 going conc8m assumption remains appropriate. 29

CANOLFANNAU CYNGHORI SIR Y FFLINT, FLINTSHIRE CITIZENS ADVICE BUREAUX NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 22 Cash generated from operations 2025 2024 Surplus l (Deficlt) for the year 135,582 (35,884) Adluslmenls for.. Investment income recognised In the statement of financial aCtl￿tieS {20.8691 16,983) Movements in worklng capital.. 08ere8se in debtors IDecreaseylncre8se In crèditors {Decrease}Ilncr8ase In defèrred Income 3,849 3,002 (13,716) 26.410 2,028 (78.176) Cash (absorbed by) Igeneratsd from operotlon8 107,848 (92,5851 30