Citizens Advice Reigate and Banstead Limited Financial Statements Year ended 31 March 2023 Registered Charity Number: 1104970 Company Number: 5107133 Dats Protsction Registration Number= Z9103147 *AC8RWKJS• 29J0712023 COMPANIES HOUSE
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Citizens Advice Reigate and Banstead Limited Financial Statements Year ended 31 March 2023 CONTENTS Report of the Directors and Trustees 3-18 Independent Examinerfs Report 19 ststement of Financial Activities 20 Balance Sheet 21 Statement of Cash Flows 22 Notes to the financial statements 23-29
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees The Trustees (who are also the Direclors for the purpose of Company Law) have pleasure in presenting their annual report and financial statements for the year ended 31 March 2023. The provisions of the Statement of Recommended Practice "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), and comply with the Charities Act 2011, the Companies Act 2006 and the Memorandurn and the Articles of Association. 1. REFERENCE AND ADMINISTRATIVE DETAILS Charity Name.. Citizens Advice Reigate and Banstead Limited (CARB) Charity Registration- 1104970 Company Registration: 5107133 Registered Office: The Horseshoe. Banstead, Surrey SM7 2BQ Chair.. Richard Hoffman Bank: HSBC UK Bank plc Independent Examiner: David Wheeler FCCA Cheeld whIer & Co Chartered Certified Accountants Redhill ChaTnbers 2d High Street Redhill Surrey RH11RJ
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees 2. DIRECTORsrrRUSTEES and COUNCIL REPRESENTATIVE The following people were directorsArustees of the charity during the year andlor on .the date of.approval of.the report=_... DIRECTORSITRUSTEES ROLE DATE RESIGNED , APPOINTED Geoffrey Leslie Anderson Trustee 26-08-20 David Blayney Trustee 16-0&12 | 13-02-23 , Richard Hoffinan I Chair 14-05-14 Stephen Jebson Trustee 26-08-20 Veronica Mihai Trustee 26-08-20 13-02-23 Jan Thornton l Trustee 1 24-03-18 David Woodley Trustee | 21-08-19 21-08-19 Femi Yusoof Trustee 13-02-23 REIGATE & BANSTEAD BOROUGH COUNCIL REPRESENTATIVE Cllr Simon Parnall Ward: Chipstead. Kingswood and Woodmansterne STRUCTURE. GOVERNANCE AND MANAGEMENT Governing document Citizens Advi Reigate and Banstead Limited {CARB) is a registered charity and a company limited by guarantee. The rnaximum liabilrty of each member is limff(ed to £1. At 31 March 2023 the company had 5 Trustees (2022: 8) and 9 members (2022.'13). The Company is governed by its Mernorandum and Articles of Association. The charity Commen operations in 1939 and VRS incorporated as a company limited by guarantee on 20 April 2004. RecruitmenL appointment of trustees Trustees, who are also Directors of the Company, are appointed from the local community and must either reside or work in the UK. A Committee made up of Trustees headed by the Chair is established to oversee the process for Board appointments. A separate process agreed by the Trustee Board is followed for the election of Ihe Chair.
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees 3. STRUCTURE, GOVERNANCE AND MANAGEMENT (continuedl Organisational structure CARB is governed by its Tnjstee Board which is responsible for setting the strategic direction of the organisation and the policies of the charity. The Trustees carry the ultimate responsibility for its conduct and for ensuring that the charity satisfies its legal and contractual obligations. Trustees meet quarterly and delegate the day-to-day operation of the organisation to senior operational management. The Trustee Board is independent from management. A register of members, interests is maintained at the registered office and is available to the public. CARB fully updated its Infomation Assurance Policy in July 2022 in line with Citizen's Advice guidance. The Trustee Board is satisfied that CARB is compliant with that policy and an a¢ptable level of risk has been achieved. RAIDS (Risks. Assumptions, Issues and Dependency) reviews are undertaken. Pay policy for senior staff The CEO and the advice Se1 manager constitute the key management personnel of the company. The pay and remuneration of the CEO is set at a rate significantly below market rates for equivalent roles because of lack of available funding for non- advice-giving roles. The pay and remuneration of the advice seNice manager is reviewed annually by the trustees having regard to their performance and market rates for equivalent roles. Related parties CARB is a member of Citizens Advice (CITA), the operating name of the National Association of Citizens Advi Bureaux. which provides a framework for standards of advice and casework management as well as monitoring progress against these standards. Operating policies are independently detemiined by the Trustee Board to fulfil its charitable objects and comply with the national membership requirements. The charity also co-operates and liaises with a number of other advisory services, local charities and government departments on behalf of clients. Where one of the trustees is a trusteeldirector of another charity they may be involved in discussions regarding that other charity but not in the ultimate decision-making pro$5. Major risks 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. To that end, CARB is continually monitoring and managing its risk, reviewing the corporate risk register and ensuring action plans are in place to mrtigate rts key risks.
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees 3. STRUCTURE. GOVERNANCE AND MANAGEMENT (continued) Major risks {continued) Included in external risks is the loss of funding. The effects of this have been minimised by procedures in pla which have resuKed in funding being secured from wider sources and costs adjusted as far as possible to match income. The charrty continues to seek to diversrfy rts funding sources. Internal risks are minimised by the implementation of procedures for authorisation of all transactions and projects and to ensure consistent quality of delivery for all operalional aspects of the charity. These procedures are periodically reviewed to ensure that they still meet the needs of the charity. 4. OBJECTIVES AND ACTIVITIES Objects The charity's objects are to promote any charttable purpose for the benefit of the community in Reigate and Banstead. by the advanment of education, the protection and preservation of health and the relief of poverty, sickness and distress. Aims, objectives. strategies. and activities for the year CARB aims to provide free, confidential. impartial, and independent advice and information for the benefrt of the local community and to positively influence the development of research and campaigns activty to ensure individuals do not suffer through a lack of knowledge or an inabilty to express their needs effectively. The strategic priorities set for the year were: 1. Accessibility. Clear transparent information dispersed around RBBC on how people contact CARB. Develop a working 'Adviline, that provides a good experien for volunteers and advisers. The majority of advi will be digital with face to face where neSsary. More focus on RBBC clients. less contribution lo clients from other areas. 2. Operational efficiency. Efficient and effedive service making best use of staff and volunteer time. Efficiencies investigated and irnplemented when dealing with lengthy client casework so that resour capacty can be released to engage with more clients. Emphasis on effective first client engagement by preparing clients for appointments and reducing missed appointments. 3. Funding. Continue to seek more sustainable and diverse funding sources sufficient to secure adequate staff resources to operate the seplice and meet demand from RBBC clients.
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees 4. OBJECTIVES AND ACTIVITIES (continued) Aims, objectives. stratsgies. and activities for the year (continued) 4. Outreach. Deliver a general advice appointment service in the RBBC community for those who need fa to fa support. VTrdeo enabled sep11 With specialist advisers where needed in Ihe community. 5. Agility. Develop partnerships and pursue COSt-fr spaces where staff and volunteers can work together to improve and develop their advice skills to bring about Servi excellence and achieve volunteer comradeship leading to increased volunteer recruitment and engagement. Eliminate all paper storage by 31 March 2023 to maximise the opportunities from being agile. 6. Leadership succession. Planning and financing for future aderShip change Public benefil The twstees have paid due regard to the Charity Cornmission's guidance on public benefit in deciding the acts'vities undertaken by CARB during the year. The truslees are satisfied that the infomiation provided in the report and financial statements meets the publbc benefrt reporting requirements. The principal adivty of CARB remains the provision of free. confidential. independent, and impartial advice and information for members of the public. Advice was provided through telephone, email. and webchal and through permanent offices in Redhill and Banstead In addition to generalist advice CARB also provided specialist debt casework and welfare benefits advisory services. A panel of 3 (2022.. 3) solicitors offered pro bono legal appointments. Contribution of volunteers The charity recepies help and support in the fomi of voluntary assistance in advising the public and administering the charity- 43 (2022: 48) volunteers contributed 190 (2022." 222) hours per week to CARB during the year. The economic value of this help is estimated at £217,030 (2022= £230,700). (local salary scales - not Outer London), in respect of the year 2022-23. Charitable activities CARB had redUd capacity because some targeted funding had either ended by the start of the year, or concluded during the year, and led directly to a reduction in the number of skilled staff which adversely affected the number of client5 we were able to support compared with previous years. Nonetheless. CARB achievements include..
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees S. ACHIEVEMENTS AND PERFORMANCE Clients We helped 3,147 clients (2022: 5,562) llth 12.705 issues (2022.. 18,358). The decrease in client numbers is largely due to the ending of funding for Universal Credit= Help to Claim- the ending of funding for a paid supervisor- together viith a reduction in the number of volunteers. A summary of clTrent issues is shown on page 11. We assisted vulnerable clients by outreach activities around the Borough, steadfastly supporting our clients throughout the year. without any pause in service, despite challenges including= various iterations of 'back to office. rotas after the easing of lockdown restrictions and incremental staff reductions, the Redhill office move mid-year to premises requiring considerable refurbishment, the loss of skilled and long serving staff, UnrtaInlieS of funding. Partnerships We continued to work with local community organisations. We reiVed referrals from. and made client referrals to, organisations as appropriate. We assisted client applications for assistance through the SCC Surrey Crisis Fund and other charities: we made referrals to local food banks, and for granls from other charitable providers to assist some of our most vulnerable clients. We worked with RBBC to distribute fuel poverty payments and Household Support supermarket vouchers to those in need. We attended communty hubs and other local centres to meet with clients to provide face to face advi in person where it was most needed. Operational team Despite the challenges, the morale and spirits of our operational team remained high. even as colleagues left the service and could not be replad as funding ended. The team worked with enduring commitment when rotas were changed in response to office closures 2 days a week from 01 January 2023 arising from funding shortages. Our team prioritised service to our clients and worked with agility operating from home or office or outreach as conditions changed. The team showed resilien & enduran throughout the worsening circurnstances and funding prospects Our operational team worked V*llth skill and compassion as we supported clients in great distress and despair, facing housing hardships such as homelessness, evictions and threatened homelessness", clients displaying considerable anxiety as the cost-of- living increases caused hardship and income shortfalls such that household budgets could not be balanced- clients experiencing heightened and acute mental ill-health as their debts mounted and spiralled out of control., clients denied access to incapacity benefits and bewildered by the appeal process", clients without 'leave to remain, and 'not entitled to public funds, street-homeless and destitute with chronic mental ill- health.
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees ACHIEVEMENTS AND PERFORMANCE (continued) Operational team (continued) We continued to develop our expertise through training and development of the operational team to enable them to help clients with the increasing length and complexity of client advice needed on vlfare benefrts, debt, and housing issues. We hold iwo full day operational team Training Days each year and held a Stsff 'Away Day, on 15 March 2023, to review our operational procedures. Training of staff and volunteers is a priorty" a dedicated Training supeiS0r oversees all training and mentors, new recruits. Two staff employed as trainee debt case-workers advisers in 2021-22 became qualified Advisers and have been promoted to debt supervisors from 01 April 2023. From the outset of its introduction in 2021-22, CARB participated in the Kickstsrt Scheme introduced by the Department ofwork and Pensions to fund 6 months, salary costs of employing young people under age 25 years who had been claiming Universal Credit. During the year ended 31 March 2023, CARB provided meaningful employment with training and development for one young person (2022.. 8 people). The operational team responded in a flexible. supportive. arKI helpful way to the new office in Redhill. Several of the team dedicated part of a weekend to voluntarily paint the new premises. Sustainability and agility Our sustainabilty inrtiatives & strategies continued during the year. 9.790 (2022.. 7,675) historic client files and 375 (2022.. 0) internal files had been scanned into our digital client record system and the original document shredded by 31 March 2023. CARB now operates a paperless filing regime. Many of the mobile phone contracts were terminated during the year and most staff and volunteers now operate the Webex phone systern. The new Redhill Offi has been entirely furnished with pre-used office desks and chairs either independently donated or purchased from the Red Cross. All office waste is recycled. Purchasing of Offi and other supplies is on a 'just in time basis, to eliminate over-purchasing. This has resuhed in a more agile organisation which facilitates decision making and situational responses. Equality. diversity. and inclusion Our values are clear. Equality. diversty. and inclusion is at the heart of all we do. Funding and operational targets A difficult year with some grants ending and the associated staff no longer employed by CARB. We continue to search and applyfordiversefunding from a range OfsourS to secure funding that we can deploy. to recruit and employ staff to meet growing client demand.
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees ACHIEVEMENTS AND PERFORMANCE (continued) Funding and operational tsrgets {continued) We completed year 1 and continued into year 2 of &year funding from The National Lottery. This funding expires 31 July 2026 and enabled the employment of 3 debt caseworkers orland their replacemenls to be continued during the year. The 2-year funding from Nationwide Building Society reiVed during 2021-22 enabled us to continue to employ part-time specialist housing advice supervisors. The third year of the Netherby Trust grant ended 30 April 2022. CARB is grateful that Netherby Trust have provided a new 2-year grant commencing 01 August 2022 which has enabled us to continue to provide advi services and continued support of clients living or working in Merstham. We completed the first year of a three year-contract for delivering debt advice to tenants of Raven Housing Association. The contract expires 31 March 2025. We received a grant of £15,000 from National Citizens Advice to contribute towards the salary of an Adviceline adviser. This will be utilised during 2023-24. We were bequeathed £5,000 from Ihe estste of a former CARB volunteer adviser. This kind gesture enabled a contribution to core costs. The following grants ended al the start of the year or during the year.. The third year of the Henry Smith Charity grant, enabled us to continue to employ a full time Advice servIs Supervisor and manage costs, until the grant ended 31 July 2022. The staff post has been suspended until replacement funding is secured. The ending of the funding as of 01 April 2022, from the Department of Work and Pensions (DWP), which had paid the salaries of four part-time staff on the Universal Credit.. Help to Claim project. was a serious challenge to CARB. Clients continue to n&d Universal Credrt advice but the employment of key staff with expertise could not be continued without the associated funding. We conlinued to operate fully during the year, despite restricted faCe-tface contact with clients during the early part of the year, the Redhill office being closed during July and August 2023 for an office move, combined wrth a cautious retum to an office environment after lockdowns. Following the ending of funding in 2021-22 for dedicated staff to build Adviceline capacity, have not been able to meet demand for 'live' telephone calls from local residents., we have instead offered local clients a 'call-back' service whereby advisers contact those clients leaving an answerphone message requesting a call back. We rely on a small team of volunteer advisers to ansvRr Adviceline incoming calls. A key element of Yuture prospects, is to seek funding to rebuild capacity. 10
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees S. ACHIEVEMENTS AND PERFORMANCE (continued) Leadership and governance We received confirmation in December 2022 that CARB achieved a score of 43 out of a possible 45 points from an independent National Citizens Advi operational audit covering the following nine areas of leadership-. governance.. strategic planning.. management of: risk, finance. people. operational performance,. partnerships., research & campaigns; equality leadership. Main areas of advice provided: Advice issue Benefits and Tax Credits" Universal Credit" Charitable su ort and foodbanks Consumer oods & services Debt Discrimination, hate & gender-based violence & abuse GVA Education ment Financial services & ca Health& Commun Care Housin Immi ration & as al Other Relationshi Tax Travel & Trans ort Utilities& communication Total issues dealt with 2022-23 3,026 981 1.372 281 1,268 105 2021-22 3,314 3,331 2020-21 2,255 3,484 new cate 483 1.909 118 513 170 67 618 245 278 1,867 285 508 212 731 145 220 496 12,705 90 1,589 282 853 2,288 412 696 1,182 1,062 120 292 337 18,358 77 2,120 225 1,059 2,157 350 563 758 1,045 137 181 179 16.714 lum & famil Our client profile showed that 38% (2022.. 350A) of clients had a disability andlor long- term health conditions (Census 2011 RBBC'.14 % ).' 200A {2022= 130/0) of clients were from the black, Asian and minority ethnic communitEs (Census 2011 RBBC.. 90/0). "The main Benefit issues were.. Personal Independen Payments Localised social welfare Housing 'Element' & Housing Benefrt General benefit entitlement and calculation of eamings arKI income Initial claim Universal Credit Council Tax reduction Attendance Allowance Pension credrt
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees S. ACHIEVEMENTS AND PERFORMANCE (continued) Main areas of advice provided (continued): Serious housing issues include actual homelessness 58 (of which RBBC: 32) (2022.. 97 {RBBC.' 28)) and threatened homelessness 123 (of which RBBC: 67) (2022: 170 (83)). Local rental costs. already high. have risen further during the year and continue to be a significant factor in rent arrears, which compounded with increases in cost of living, high energy costs, wages andlor welfare benefits that have not kept pace with inflation can lead to unmanageable debt andlor homelessness. The increases of 1070/0 actual homelessness and 190/0 threatened homelessness during the year end 31 March 2023 is explained by a full year without the additional measures in place lo prevent evictions during Covid-19 until October 2021. We applied for 31 (2022.. 22) Debt Relief Orders and conlinue to manage a significant level of debt on beha of clients. Principal funding sources and grants To obtain the necessary funding lo provide servIs, applications are made to various local and national funding providers as opportunitS arise. The directors extend their gratitude to Reigate and Banstead Borough Council (RBBC) who continue to support the core operating capacity of the charity. In addition, CARB express their gratrtude for proiect-specific funding reIVed.. Community Foundation Surrey- funding for essential running costs. Department of Work & Pensions (via National Crtizens Advice) funding of 3 month's salary of a 'Kickstart' employee National Citizens Advi - contributs'on towards the salary of an AdViline Adviser to be utilised 2023-24 Nationwide Building Society - contribution towards housing supervisor salary Netherby Trust~ funding lo provide advi and support to Merstham residents. Raven Housing Trust - a contract to work with tenants who have debt andlor rent arrears andlor tenancy issues and could be facing homelessness. The income from the conlract contributes towards salaries. Surrey County Council- funding of an outreach servi The Henry Smith Charity - funding of an advice session supeNisor salary and costs up to 31 July 2022. The National Lottery - funding of tsvo debt caseworkers and outreach Casevrker salaries up to 31 July 2022, thereafter the funding of 3 debt caseworkers. The charity did not have any borrowings from providers of funding or other sources at the Balan Sheet date. 12
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees 5. ACHIEVEMENTS AND PERFORPaANCE (continued Donations and fundraising activities We are grateful for generous donations from Reigale Rotary. Redstone Rotary, Banstead United Church, and individuals who gave generous sums of money to be held by CARB and distributed to clients as small value non-repayable grants to help them with food, fuel, bus fares when they are in urgent and dire need. A'walking team,, consisting of CARB staff and volunteers. completed a challenge walk and raised £1,245 through sponsorship; this money was also held by CARB and distributed to clients. These monies have been rigorousty controlled by financial procedures to ensure that equity. fairness. and need were the guiding principles for distribution. The unspent money is not recognised as income as CARB has no entitlement to it. The unspent monies are recognised as current liabilities in the Statement of Financial Position (Balance Sheet) al the year end. Investment activities The charty does nol hold investments other than cash deposits viith HSBC UK Bank Plc. Factors affecting the achievernent of objectives CARB understands the financial pressures experienced by RBBC and is laking active measures to seek addttional sources of funding. Attention has focused on building capacity through recruiting and training salaried adviceIVing staff to meet the increased client demand and this continues to absorb management efforts. Progress continues to be hampered by the lack of funding to pay for non-operational staff which, were they in post, could make more applications for funding. The CEO. employed al 0.6FTE was the only non-operational slaff during the year. A number of experienced volunteer advisers with great skill and expertise retired during the Covid-19 pandemic and also during the year ended 31 March 2023 and have not been fully replaced by new entrants. CARB had set in motion a volunteer recruitment strategy to rebuild volunteer adviser numbers and the training team had been strengthened during 2021-22 but has since reverted to previous levels as funding does not permit continued investment in staff resource dedicated to upskilling and deploying new recruits at a faster pace. During the year ended 31 March 2023, CARB helped 3,147 clients (2022.. 5,562) with 12,705 issues (2022". 18.358) by carrying out 18,100 activities (2022'.19,845). The reduction in activities 8.80/0 (2022= increase 11.9 % ) and reduction in issues 30.8 % (2022.. increase 9.8°/o) has been less than the decrease of 43.4 % in clients (2022: increase 1.70/0). This emphasises that clients are presenting wÈth relattvely more issues requiring relatively more activities to help them than in the previous year. 13
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees 5. ACHIEVEMENTS AND PERFORMANCE (continued) Factors affecting the achievement of objectives {continued) This represents multi-faceted problems that clTrents bring and require more problem assessment, more phone calls and emails and more follow up. There is an urgent and pressing need to raise funds to increase current operational staff levels and to recruit more volunteer advisers. We continue to be the onty agency provKling welfare benefit and general advice in the local area. 6. FINANCIAL REVIEW Financial position Incoming resources in the year were £350.838 (2022: £563,761) and of these £229,860 (2022: £429,334) related to Stricted project activities. A deficit of £2,247 was recorded for the year {2022: surplus £84,174)", of this deficit £12,271 arose from restricted fvnd activities {2022: £76,445 of the surplus for the year was held in restricted funds). Restricted funds are provided to fund specrfic future activities and consequently funds were received in advance of the related expenditure. At 31 March 2023 totsl reseprfes were £309,423 (2022: £311,670) of which £126.747 (2022: £139,018) represent restricted funds and £182.676 (2022: £172.652) represent unrestricted reserves. CARB exercises careful control of all spending. However, the impact of the increase in energy costs during the year was significant and CARB spent £4,400 on electricity costs during the year. Reserves policy CARB is required to ensure that free monies are available in each financial year to meet any reasonably foreseeable contingency. CARB reviews income projections and will endeavour to continue to do so from as wide a variety of sources as possible. Trustees will take all neSSary steps to ensure that the cessation of one or more funding streams will not present so serious a challenge to the future of the organisation that it could compromise our ability 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 detennined to aim that'minimum free, reserves equivalent to at least 3 months operating expenditure should be maintained. This will be reviewed again at the time of the next annual report, or earlier rf considered 14
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees 6. FINANCIAL REVIEW (continued Reserves policy (continued) necessary. At 31 March 2023 unrestricted reserves stood at £182,676 (2022: £172,652) which is more than 3 months unrestricted operating expenditure and in compliance with the reserves policy. Investment policy Under its Memorandum and Articles of Association and in furtherance of its objects and for no other purposes. the Company has the power to invest the monies of the Company not immediately required for its purposes in or upon such investments. securities or property as may be thought frt. subject nevertheless to such conditions and such consents as may for the time being, be imposed or required by law. CARB did not hold any such investments at the year end. 7. FUTURE PLANS Clients CARB aims to continually improve access to its Servi and intends wherever possible to extend its service to a wider participation and aCsS in the community through the provision of website inforrnation, telephone. webchat and email advice and an outreach caseworker to support those with difficulties in accessing the service remotely or who struggle to attend the offices. FaCe-tO-fa Contact wtth clients is rationalised because of adviser resource issues. Meetings with clients will be restricted to clients with appointments and will only be offered 'on4emand' if the issues are urgent and essential. Clients presenting in person at CARB offices will initially be helped to seek advice through Adviceline, webchat or email" appointments will follow rf neSsary. CARB will continue to take measures to build resour capacty to help clients in need of support to deal wth unmanageable debts as long as funding pemits this course of action. Partnerships CARB values its relationships with partners in the community and will seek to continue to work collaboratively wrth other organisatTrons. Operational team In the short tem most of the operational team will function via 'hybrid' working from home and office. It is important for staff wellbeing, when CARB is understaffed, that some quiet working time is possible during the Eek as the demand on supervisors could become overwhelming were every day to be client facing with no respite. 15
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees 7. FUTURE PLANS (continued) Operational team (continued) The ongoing health and safety of our slaff, volunteers and clients is of the utmost importance. Enabling Staff to have quiet work time away from the office, if they wish, is designed to protect stsff against bumoLrt so they are best supported to work with clients. The Redhill and 8anstead offices are open 3and 3.5 days a week respectively. When funding enables the recruitment of additional supervisory staff, the offIS will be able to revert to opening S days a week. In the longer term, most of Ihe client facing team will work from CARB offices or outreach in the community. CARB will continue to work towards the highest quality advi and develop stsff and volunteers through bespoke training that adds a valth of transferable skills and development opportunrties to each person in the team. Sustainability and agility CARB surrendered the lease on its Redhill Offi effective 24 June 2022. This created savings of rent and service charge payments of £12,358 per annum. On 01 July 2022 CARB entered into a lince to occupy 72-74 Station Road Redhill RH11 PN as its new Redhill offi. the terms of which are that erther party is able to give 14 days. notice to terminate the arrangement. CARB is sufficiently agile to be able to manage should the licensor initiate such short notice. CARB pays rent including Servi charges of £3,600 per annum for the new premises. To use the premises for advice purposes, it was necessary for CARB to undertake some low-cost refurbishment work. CARB will continue to seek low-cost office premises going forwards. CARB will work towards finding resources to upgrade and enhance its website and deliver a valuable social media contribution through communication of research and campaigning issues and other matters concerning social justice. CARB will continue to exercise careful cost control over all expendrture Equality, diversity, and inclusion CARB will continue to promote equalty. diversity, and inclusion in every facet of its operations and strategy. Funding and operational taryets The demand for advice by telephone has become the preferred channel by most clients and as a Consequen CARB will continue to build capacity in this workstream. The need to build sustsinable capacty requires the deployment of dedicated paid staff. 16
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees 7. FUTURE PLANS {continued) Funding and operational tsrgets (continued) CARB will continue to seek funding to pay the salaries of adVi-gIvlng operalional staff to cary out this vital work. Leadership and governance CARB continues lo need more baCk-Offi capacty and continues to aim to obtain the funding and recruit a Deputy CEO. 8. DIRECTORS, RESPONSIBILITIES The Trustees (who are also Directors of CARB for the purposes of Company Law} are responsible for preparing the Annual Report and the financial statements in accordan with applicable law and United Kingdom Accounting Standards (United Kingdom Generally ACpted Accounting Practice). Company law requires the Trustees to prepare financial statements for each financial year, which give a true and fair view of the stste of affairs of the charity and of the incoming resources and application of reSoUrs. including income and expenditure. of the charity for thal period. In preparing these financial statements. the Trustees are required to: (a) select suitable accounting policies and apply them consistently, (b)observe the methods and principles in the Charities Statement of Recommended Practice (SORP), (c) make judgements and estimates that are reasonable and prudent, (d) state whelher applicable UK Accounting Standards have been followed, subject to any material departures disclosed and explained in the financial statements and (e) prepare the financial statements on the 'going concem, basis unless it is inappropriate to presume that the charity will continue in operation. (fj The Trustees are responsible for keeping adequate accounting cordS 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 20(A. (g) The Trustees 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. 17
Citizens Advice Reigate and Banstead Limited Report of the Directors and Trustees DIRECTORS, RESPONSIBILITIES (¢ontinued) (h) The Trustees are responsible for the rna1ntenan and integrity of the charrty and financial information included on the charity website. This report has been prepared in accordan wth the Statemenl of Recommended Practice - Accounting and Reporting by Charities and in accordan the provisions applicable to companies subject to the Small Companies, regime. Signed. Chair of Trustees: Richard Hoffinan 21 July 2023 18
Independent Examlnerfs report to the Trustees of Citizens Advice Reigate and Banstead Limited I report to the charity trustees on my examination of the a¢counts of the company for the year ended 31 March 2023, set out on pages 20 to 29. Rosponsibllllles and basls of report As the Charity's Trustees of the Company. (vtho are also the Directots of the company for the purposes of company law). you are responsible for the preparation of the accounts in accordance with the requirements of Charities Act 2011 (the Act). and the Companies Act 2006 (the 2006 Act). Having satisfied myself that the ac¢ounts of the Charity are not required to be audsled under Part 16 of the 2006 Act and are eligible for independent examination. I report in respect of my examination of your Charity's accounts as carried out under section 145 of the Charities Act 2011 (the 2011 Act). In carrying out my examination I have followed all applicable Directions given by the Charity Commission undèr section 145(5lb of the 2011 Act. Independent examIneS statement As the Charity's income exeded £250,000 an examiner must be a member of a body listed in section 145 of the 2011 Act. I confim that l am qualifEd to undertake the examination because l am a member of the Association of Chartered Certffied Accountants. vthich is one of the listed bodies. I have completed my examination. l Gonfinn that no matters have come to my attention in connection with my examination which give me cause to beIve that in any malerial respect". accounting CordS were not kept in accordance wrth section 130 of the Act and section 386 of the Companies Act 2C(16.' and that the accounts do not accord with those records.. or that the accounts do not comply with the applicable requirements conceming the form and content of accounts sel out in Charities (A¢unIS and Reports) Regulations 2008 and comply with the accounting requirements of section 396 of Ihe Companies Act 2006 other Ihan any requirement that the accounts show a 'true and fail, view, which is not a maller considered as part of an independent examination" or the acKounts have not been prepared in accordance with the methods arKI principles of the Statement of Recommended Practi.. Accounting and Reporting by Charities applicable to chanties preparing their accounts in accordance with FinanGial reporting Standard applicable in the UK and Republic of Ireland IFRS102)_ I have no concerns and have come across no other matters in connection vrith the examination to which attention should be drawn in this report in order to enable a proper understanding of the accounts to be reached. Signed -1 L3LLL . D Wheeler FCCA Date 2*July 2023 Cheeld Wheeler & Co Chartered Certified A¢cwntants Redhill Chambers 2d High Street Redhill Surrey RH1 1RJ 19
Citizens Advice Reigate and Banstead Limited ststement of financial activities for the year ended 31 March 2023 Incorporating the In¢ome and Expenditure Account Nots Unrestricted funds Restricted funds 2023 2022 Income 1b Income from charitable activities Donations and legacies Investment income 115,060 229.860 344.920 561,184 3a 5.257 5,257 2,567 3b 661 10 Total income 10 120,978 229,860 350,838 563,761 Expenditure Charitable activities (113,805} {237,600) (351.405) 1478,207) Governance costs (544) (114.349) 6,629 (1.136) {238.736) (1.6801 (353,085) (1.380} 1479,587) 84,174 Total expenditure Net incomel(exp8nditure) Transfer between funds 18,876) (2,247 3.395 (3.395) Net movement in funds 10,024 (12,271) (2,2471 84,174 Reconciliation of funds: Balances brought fornard 10 172,652 139,018 311,670 227,496 Balances Garried forward 10 182,676 126.747 309,423 311,670 There are no recognised gains or losses in the year, other than those included in the Statement of Financial Adivities. All activrties derive from continuing activities. 20
Citizens Advice Reigate and Banstead Limited Company Registration: 5107133 ststement of financial osition Balance Sheet as at 31 March 2023 Note Unrestricted Restricted 2023 funds funds 2022 Fixed Assets Tangible assets Current Assets Debtors Cash at banks and in hand 560 6.750 121.012 7,310 308.205 6,379 307.837 187.193 187,753 127,762 315.515 314.216 Current Llabllities Creditors - falling due within one year Net assets (5.077) (1.015) (6.092) 12.546) 10 182,676 126.747 309,423 311,610 Represented by: Funds of the Charity Unrestricted funds 11 182.676 182.676 126.747 309,423 172.652 139,018 311,670 Restricted funds 126,747 126,747 Total charlty funds 182,676 Approval of the financial statements by the directors: The chaniy is entitled to exemption from Audit under section 477 of the Companies Act 20C6 for the year ended 31 March 2023. The members have not required the charity to obtain an audit of its financial statements for the year ended 31 March 2023 in accordance with section 476 of the Companies Act 2006. The directors acknovledge their responsilylities for.. a. ensuring that the charty keeps accounting records vthich comply wrth sections 386 and 387 of the Companies Act 2(X)6 and b. preparing financial statements which give a true and fair view of the state of affairs of the charity as at the end of each financial year and of its profrt and loss for each financial year in accordance with the requirements of section 394 and 395 and which otherwise comply with the requirements of the Companies Ad 2006 relating to financial statements, so far as applicable to the company. The financial statements have been prepared in accordance with the provisions of Part 15 of the Companies Act 2006 relating to small companies and with the Financial Reporting Standard 102. The financial statements We approved by the Board on 21 July 2023 and signed on their behalf Richard Hofftnan Trustee.. an Thornton 21
Citizens Advice Reigate and Banstead Limited Statements of Cash Flows year ended 31 Mar¢h 2023 Note 2023 2022 Cash flows from o Interest received Chan e in cash and cash e uivalents in the Cash and Cash e uivalents 1 A nl Cash and Cash e uivalents 31 March eratin activities 293 661 368 307,837 308,205 90,969 10 ear 216,858 307,837 All of the cash flows are derived from conlinuing operations during the above tsvo periods Reconciliation of net incornelex nditure to net cash flow from ratin actlvitles 2023 2022 Net incomel ex Ad'ustmenls for.. Interest received Increase Idecrease in debtors and other receivables Increasel decrease in creditors Net cash rovided b eratin enditure for the ear 661 931 3.546 293 10 20,552 13,747 90,969 activities
Citizens Advice Reigate and Banstead Limited Notes to the financial ststements for the year ended 31 March 2023 The charitable company is a pnvate company, limited by guarantee. registered in England and Wales. The company's registered number and registered office address can be found on page 3. The charitable company constitutes a public benefrt entty as defined by FRS 102. 1. Accounting policies a) Accounting basis The financial statements have been prepared in accordance with Accounting and Reporting by Charities.. Staternent of Recommended Practi applicable to Charities Preparing their acxounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland, (Charities SORP {FRS 1021. the Charities Act 2011 and the Companies Act 2006. Assets and liabilities are initially recognised at historical cost or transaction value unless otherwise stated in the relevant accounting policy note(s) bl In¢ome i) Grants receivable Grants made to finance the activtlies of the CARB are crediied to the income and expenditure account in the period to which they relate. ill Bank interest Bank interest is included in the income and expendrture account on 1Pt. iiil Other income Other income. including donations. gifts and covenants are included when reived. Iv) Gifts and Intangible income In addition, the charity receives help and support in the fomi of voluntary assistance to advise the public. The value of this is not included in the financial statements but it has been estimated and disdosed in section 4 of the Oirectors, report. v) Deferred in¢ome Grants received in advance of the peri¢)d in which the funder requires the expenditure to be applied are reflected in deferred income within the balan sheet. In 2022-23 all grant funds were recognised in the year they were received. cl Expenditure All expendrture is accounted for on an 'accruals' basis. All expenditure directly related to the provision of advi services 15 included within charitable expenditure. Other costs incurred have been allocated to activities as appropriate. Where such costs relate to more than one cost category, they have apportioned split on salary costs. d) Fixed assets and depreciation Where funding is secured to cover the cost of equipmerrt and other assets the cost is written off to 23
Citizens Advice Reigate and Banstead Limited Note$ to the financial ststements for the ar ended 31 March 2023 1. Accounting policies (contlnued) the Income and Expenditure account in the year of acquisition. OiheNise. individual assets with a cost in excess of £2.OC(J per rtem are ¢aprtalised and depreciated over their expected useful Iiv8S. e) Restricted fundg Income reiVed for restricted purposes is ir)cluded in a separale restricted fund against which appropriate exFenditure is allocated. fl Pension The charity operates a defined contribution group personal pension plan for its employees. Payments are charged to the income and expendtture account in the period in which they are incurred. g) Leases Rental costs under operating leases are charged to the statement of financial activtties in equal amounts over the period of the leases. h) Irrecoverable VAT CARB is not registered for VAT and is therefore unable to recover VAT. i) Golng concern The financial statements have been prepared on the assumption that the charity continues to operate as a going concem. The charrty has Secu core funding for the following financial year plus additional funding from other sources. The trustees are of the opinion that the chanty is able to continue to operate and meet its financial obligations as they fall due. 2. Income from charitable activities Unrestricted Restricted 2023 2022 Government and public authority contracts Other aid adviso 115.060 50.000 165.060 392,084 services 179.860 229,860 179,860 344,920 169,100 561 184 115.060 3. Income from other sources Unrestricted Re$tri¢ted 2023 2022 a. Donations and legacies Donations acies b. Inveslment income Bank interest received 257 5.000 661 257 5,000 2,567 10 5.918 5,918 2,577 24
Citizens Advice Reigate and Banstead Limited Notes to the financial statements for the year ended 31 March 2023 4. Expenditure General Advisory Services National Lottery Community Fund Nationwide Building Society Raven Housing Trust Other projects 2023 Total 2022 Total Costs directly allocated lo acllvities Staff costs 98.425 80.416 Other direct costs Total direct costs ort costs allocated to activities offi IT. 9.932 8.148 Comms Premises & other 21.286 25,235 78.434 303,796 422,309 2,248 98.425 80,416 21,286 25.235 78.434 303,796 424,557 2.152 2.551 7,963 30.746 34,343 5,448 4.469 1.180 1.400 4.366 16,863 19,307 Charitsble activities ¢osts Governance costs Total ex enditure 113.805 93,033 24.618 29,186 90.763 351,405 478,207 544 445 118 139 434 1.680 1,380 114,349 93,478 24,736 29,325 91.197 353,Q85 479,587 Premises and other cosls indude Redhill office rent £6.158 (2022.. £15,000) Support and govemance costs are allocated on a salary basis. Salaries is stated after receipt of £5.000 Government grant towards Nalional Insurance Contributions 5. Income (Expenditure) for the year 2023 2022 Net in¢ome is slaled after cha in Inde ndent Examiner fees 1.680 1,380 6. Information regarding Directors and Employees 2023 2022 es and salaries Social securit costs Pension costs 270.312 18.755 14,729 303,796 s anal d b function was.. 2023 375.423 26.458 20,427 422,308 The avera e number of full-time e uivalent em 2022 Charrtable ur oses Mana emenl and administration of the chari 12 25
Citizens Advice Reigate and Banstead Limited Notes to the financial statements for the year ended 31 March 2023 6. Inforniation regarding Directors and Employees (continued) Social security costs are stated after the Govemment Employment Allowance of £5,000 2 employees received remuneration in the range £30,001 to £35,000 (2022'.2). Staff numbers reduced signrficantly during the year because of loss of funding. There were 9 employees at the year-end {2022. 18). The full time equivalent of these 9 {2022: 18) employees at 31 March 2023 was 6.5FTE {2022. 12.11. None of the trustees received any remuneration during the year (2022.. 0), and none of the trustees were reimbursed fof any expenses during the year (2022". 0). No tfustee indemnity insurance was purchased. The charity paid £961 during the year ended 31 March 2023 12022.. £1,099) for various insurance services. Insurance of the fabric of the Redhill office building is included in the payments to the landlord. Professional indemnity cover is provided through membership of National Citizens Advice amounting to £1,06812022.' £1,572). 7. Fixed Assets The charity has no fixed assets (2022.. 0). 8. Debtors 2023 2022 Pre a ments Accrued income 560 4,172 6,750 2,207 7,310 6,379 Accrued income at 31 March 2023 is the 2022-23 fourth quarter fee income due from Raven Housing Association. 9. Liabilities: Creditors - fallin due within one ear 2023 2022 Other creditors includin9 balance of amounts recetved to be awarded to clients in need 6.092 10. Analysis of net assets between funds General funds Restricted funds Other funds 2023 Total funds 2022 Total funds Tan ible fixed assets Current assets Current liabilities Net assets 187.753 5,077 182676 127,762 1,015 126747 315,515 6.092 309 423 314,216 2,546 311 670 26
Citizens Advice Reigate and Banstead Limited Notes to the financial statements for the year ended 31 March 2023 11. Movement in funds At 01414-22 InGoming resources Outgoing resources Transfers At 31413-23 Restricted reserves The National Lotte Surre Count Council Nationwide Buildin sOe The Hen Smith Charit The Netherb Trust The Netherb Trust Raven Housin Trust National Citizens Advice Community Foundation Surre DWP Kickstart Totsl restricted funds Unrestricted funds General funds Surre Crisis fund fee DRO fee income Donations & le acies Investment income Total unrestricted Totsl fflovement in funds 31,398 50.000 40.511 14,992 2.117 92,742 50,000 93.478 30.752 24.736 14.800 252 19.248 5,058 192 50,000 20,833 30,000 27,000 15,000 10,000 38,794 29.325 18,794 2,325 10,000 15,o¢XI (516) (9,484} 5.118 229,860 4,218 238.736 900 139 018 126,747 169.225 686 164 2.567 10 172.652 311,670 114.930 114.349 3.395 173,201 686 294 7,824 671 182676 309,423 130 5.257 661 120 978 350,838 114,349 353,085 Continued on page 28 27
Citizens Advice Reigate and Banstead Limited Notes to the financial statements for the year ended 31 March 2023 12. Purposes of restricted funds Funder Purpose Received during year ending 31 March 2023 The National Lottery Funding of the salaries of 3 FfE debt case workers. This is a 5-year grant and ends 31 July 2026 1 FTE outreach worker & supporting costs. The funding of £50,000 was received during the year ended 31 March 2022 and was utilised during year end 31 March 2023. The grant was renewed and further funding of £50.000 was received during the year and will be utilised during year ended 31 March 2024. Contribution for 2 years t¢)wards the salary of 1 FTE Housing Supervisor & supporting costs to help clients with housing issues including actual or threatened homelessness. The funding of £50.¢K)O was received during the year ended 31 March 2022-. haw of the funding was utilised during the current year and the remainder will be utilised fjurin ear endin 31 March 2024 Funding of an Advice Session Supervisor salary and costs. The grant was for three years & expired 31-07-22. Contribution towards salaries & costs to provide advice and support to Merstham residents. The rant was for three ears & ex ired A ril 2022. Contribution towards salaries & cosls to provide advice and support to Merstham residents. The grant is for years at £30,000 each year and will ex ire 31 Jul 2025. Contribution lowards a debt caseworker's salary and supporting costs to work Vth tenants who have debt andlor rent arrears andlor tenancy issues & could be facin homelessness. Contribution lowards the salary of an Adviceline adviser to help meet demand for telephone advice. The funding will be utilised during year end 31 March 2023. Contribution t¢)wards essential runnin osls Funding towards the cost of employing a young person aged under 25 years and who had been claiming Universal Credrt. The funding expired June 2022. 92,742 Surrey County Council 50,000 Nationwide Building Society The Henry Smith Charity The Netherby Trust The Netherby Trust 30,000 Raven Housing Trust woject 27.000 National Citizens Advice 15,000 Communit Foundation Surre Department of Work & Pensions Kickstart scheme 10,000 5,118 Total 229,860 28
Citizens Advice Reigate and Banstead Limited Notes to the financial statements for th• year ended 31 March 2023 13. Contribution of volunteers The charity receives help and support in the fomi of voluntary assistance in advising the publi¢ and administering the charity. 43 {2022.' 48) volunteers contributed 190 (2022: 222) hours per week to CARB during the year. The economic value of this help is estimated at £217,030 {2022: £230,700), (local salary scales - not Outer London), in respect of the year 2022-23. 14. Financial Commitments Capital Commitments At the balance sheet date there were no capital commrtments. Operating lease commitments DurirrfJ the year the charity ¢xcupied premises in Redhill under a licence which enables each paty to give 14 days, notice to temiinate. Rent is payable in advance and at the yearend the charity had no commitments {2022'. £0}. 15. Related party transactions National Citizens Advice provided professional indemnty insurance to CARB amounting to £1,068.00 {2022'. £1,572). This is part of the subscription levied. There were no other related party transactions during the year. 16. Taxation The chariiy is exempt from corporation tax as all income is applied to charitable purposes. 17. Pension costs CARB contributes to pension schemes for employees and is operated on a defined contributions basis. The scheme was changed on 1 February 2016 to comply with aut¢>enrolment regulations. This is open to all eligible employees at any time. Employer contributions a 6¥0 and employee contnbulions are 2% of eligible salary. The assets of the individual members. schemes are held separately from those of the company in independently administered funds. The pension cost shovm in the accounts for the year represents contributions payable by the company and amounted to £14,730 (2022.. £20,427). 29