Charity registration number 1105384 (England and Wales) Company registration number 05173595 AGE UK MERTON TRUSTEES. ANNUAL REPORT AND AUDITED FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2025 AGE UK MERTON LEGAL AND ADMINISTRATIVE INFORMATION Trustees B Dillon T Byers R M Batson A Moledina K Murray P W Soulhgate T Scolt H Shrimpton (Appointed 20 November 2024) Senior management Sarah Goad Helen Regan Rebecca Williams Chief Executive Officer Head of SeNices Head of Finance Charity number {England and Wales) 1105384 Company number 05173595 Registered office 277 London Road Mitcham Surrey CR4 3NT Auditor Kingston Burrowes Audit Ltd 308 Ewell Road Surbiton Surrey Eff6 7AL Bankers Unity Trust Bank PO Box 7193 Planetary Road Vvillenhall WV1 9DG Virgin Money Symington House 8 North Avenue Clydebank Business Park G81 2NR Bath Building Society 15 Queen Square Bath BA12HN Investment advisors CCLA Investment Management Ltd OneAngel Lane London EC4R 3AB AGE UK MERTON CONTENTS Page Welcome from our CEO & Chair Trustees, report 2-27 Independent auditor's rèport 28-30 stalement of financial aclivilies 31 Balance sheet 32 statement of cash flows 33 Notes to the financial statements 34-46 AGE UK MERTON WELCOME FROM OUR CEO & CHAIR FOR THE YEAR ENDED 31 MARCH 2025 Welcome to our Annual Report for 2024-2025, it is our pleasure on behalf of bolh Ihe Board of Trustees and the Senior Management Team to provide an update on our organisalional development, the charity's financial position and the consequenl outcomes and impact that have taken place for older adults across Merton. This year, the report highlights all the progress that has been made in year two of our three-year Strategic Plan. In line with that direction, we have continued to focus on providing high-quality advice and practical support, building social connection and creating opportunities for lifelong active ageing. We have continued to increase our profile and connections acr05S the borough. moving away from a mdel of service delivery in one place, to outreach activty and engagement further afield in Merton- with the aim of reaching all parts of our communtty. and in particular. underrepresented groups. We have increased our collaborative working, integrating fLtrther with our health, care and voluntary sector partners because we know we are stronger together, more efficient and effective in our service delivery- reducing duplication and maximising impact. We are now a part of the newly formed Merton Provider Allian￿, which will form the delivery arm of integrated neighbourhood Se￿iceS within our borough. A highlight of the year was the national news Goverage of our delightful 'Sparkle Party, last ChrBtmas, where we shone a light on Ihe difficulties older adults can be subject to over the colder months, whilsl showcasing the fantastic events our team organises that really do give opportunities for Merton residents to Love Later Life. To shape fvture serviGes that meet the needs of Merton older adults, we have listened to our clients and asked for feedback. informing our direction of travel, giving older adults what they want and where they want it. We have pul the spollight on the quality of our Servi￿ delivery and are delighted lo announce that in January of ihis year, we were accredited with Age UK'S Quality Advice Standard (QASI. This is recognition that the team continues to provide high-quality advi￿ to Merton residents, something AUKM is extremely proud of. In December 2024, we were awarded the Befriending Network's Quality in Befriending award. The Qualily in Befriending Award is Ihe only award in the UK specifically lailored for befriending Servi￿$. We are proud to be Ihe firstAge UK partner to hold this award for our befriending service. Our ship remains steady on course. despite challenging external variables. such as a volatile funding climate and a general feeling of uncertainty in the Ihird-sector. We remain committed lo achieving the objectives set out in the plan, whilst being responsive and pre-emptive to the rapidly evolving landscape around us. We welcome and encourage you to read the content of this report. as we showcase the highlights of Age UK Merton activity over the 2024-2025 period,. we are very proud of our dedicaled, hard-working cohort of staff and volunteers, who give of themselves every day to make this world a little bit better for the older adults of our borough. Chairman Date.. .8th October 2025....................... AGE UK MERTON 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 note 1 to Ihe financial statements and comply wilh the charitable company's governing document, the Companies Act 2006, FRS 102 "The Financial Reporting Standard applicable in the UK and Republic of Ireland" and the Charities SORP "Accounting and Reporting by Charities.. Statément of Recommended Practice applicable lo charities preparing their accounts in accordance with Ihe Financial Reporttng Standard applicable in the UK and Republic of Ireland {FRS 102)" The analysis of income and expenditure reflects the classification of activities, together wilh costs relating to administration. This Trustees report has been prepared in accordance with the special provisions of Part 15 of the Companies Act 2006 relating to small companies. AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 O r Strate Age UK Merton (AUKM) is an independent Charity operating within the national Age UK nelwork to provide services for older adults in the London Borough of Merton. Our role is lo ensure that older adults can easily a¢￿$$ the advi￿, support and care Ihey need as they get older. Age UK Merton has now been supporting local older people for nearly seventy years through the delivery of a wide range of services in the home and communily. You will recall from last year's report for the 202>2024 period, we collaborated internally with staff and volunteers, and externally with our clients and key stakeholders, in the drafting of our slrategic plan which runs from 202&2026. This enabled us to refresh our vision, mission and values as part of our ongoing development within the wider Merton landscape. and the new Integrated Care System. with a focus on working in an inlegrated, collaborative way, lo enable us to widen access to our services and exÈnd our reach to clienls. This report showcases all that has happened in Year Two of the 2023-2026 strategic plan. Building upon our achievemenls from the previous slrategic plan and placing 05der people at the core of our thinking, we are continuing to build upon our reputation as an organisation positively and effectively supporting older people in Merton. All of the team here at Age UK Merton have supported the implementation of this plan with the actions required to enable its successful delivery. Our work now centres on our building blocks for future success. We know we need to continue improving the full range of holistic health, wellbeing and social outcomes for older adults, whilst increasing our outreach and engagement with underrepresented group5 and carers, and building pathway5 of support e.g.. with local specialist dementia services. We need to continue lo develop and support our workfor￿, whilsl working on longer term sustainability to ensure continued delivery in an environment that is fit for purpose, with more secure funding. Our values are.- Quality, Integrity. Kindness, Inclusivity and Collaboration Our misslon is to provide quality advico and se1vi￿S that meet the needs of older adults in Merton Our vision Supporting our community with opportunities to love later life Our Priorities We are passionate about making a difference to the lives of older people in Merlon. Our Strategic Plan outlines our three key priorities to improve health and wellbeing by.. 1. Providing high-quality advice and practical support 2. Building social connection 3. Creating opportunities for lifelong active ageing Building blocks for the future In¢r¢asing outreach and engagement Improving health, wellbeing and social outcomes Developing our workforce Ensuring sustainability Our im act ra roved na alio tio Continulng developments under London Borough of Merton's Civic Pride Fund Age UK Merton already has a long-established Information and Advi￿ Service and a Living Well seNice. As part of seNice development. we previously identified a new model of care delivery to develop both the capacity, flexibility, and expertise in each of these teams, whilst preserving the integrity of their well-functioning delivery models, into a more comprehensive overarching Community Support Servi￿. Launched in September 2023, Our new Communily Support Service ensures.. AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 An effective pathway of provision for older adults across Tiers 1. 2 and 3 as described in the prospectus, with facl-based information provision, short term advice and support around holistic wellbeing and more, and accredited advice around welfare rights (benefits, social care, health and end of life, housing options, transport and more}- this will improve health, wellbelng and social outcomes for older adults Multiple, easy to aC￿sS and inclusivel age friendly channels of provision inoluding in- person help based al our activity centre, via telephone, online and in people's homes with greater outreach and engagement in the community to ensure underrepresented and marginalised groups are targeled A clearer career development pathway in place with new junior Officer roles supporting provision. This will ensure consislent capacity lo deliver and will also help the organisation develop our workforce, growing and retaining new tslent as an attractive employer. We will work towards accreditation as a Living Wage employer strong and effective work between leams putting the needs of each client at the centre of provision. Greater capacity wlthin Ihese teams will also ensure greater sustainability. There is an ongoing focus on future funding for all teams involved in Community Support. Our local NHS provisions have been going through a restructure. but it is hoped that we can work in partnership with our local Integrated Care Board {ICB) lo support us with funding to help their patients who are reluctant to engage with statutory services and for our new model to be able to help clients put preventative measures in place to safeguard their health & wellbeing. The Community Support Team has become more visible across Ihe borough, attending a range of events., from Cost-of-Living focused gatherings, organised by Merton Council, to Health & Wellbeing days in Pollards Hill and other parts of the borough. As well as generating referrals into our Sèrvices, these are useful for nelworking and relationship building, learning from and sharing expertise with our fellow voluntary sector agencies and statutory seivices. Our in-house Community Outreach Officer has helped us to identify areas in Ihe borough. Whe￿ our reach has been limited. We have used local libraries lo hold information stalls to speak lo prospective clients and to promote our services. The Communtty Outreach OffI￿r has also supported the team by producing marketing malerials and merchandise to distribute in places where there is heavy footfall of people, such as GP Surgeries, community ntres and libraries; including Raynes Park library and Mitcham Library, to both promote services and access local communities. Identified as a priority by the previous Age UK National pathway review, our Community Support Navigator role is now embedded in our wider Community Support Servi￿. This role acts as the galeway into our organisation. The Communty Supporl Navigator triages all calls and then refers the caller into the relevanl service, whether this be our own Age UK Merton services or signposting to the wider voluntary sector, Merton Council services and the NHS. Living Well The Living Well setvice has a significant presence in the borough of Merton, continuing to build and maintain quality connections with Health and Care Services. With close links and strong relationships with Adult Social Care, the team has an effective referral pathway that helps lo alleviate pressures on statutory services, and we continue to build upon and streamline our integration wilh First Response, Occupational Therapy, the Locality teams, Central London Community Health and Fieablemont, hot desking at the Civic Cenlre to stsy visible and connected. This ¢ollaboralion is key to identifying vulnèrable clients in the borough and supporting them to access setvices in the community in a multi-disciplinary way. We know this partnership working can be further built upon to provide even more positive outcomes for Merton residenls. The team of Health and Wellbeing Coordinators regularly attend GP surgery multi4isciplinary meetings across the Primary Care Networks (PCNsl in Merton. This helps to identify the most vulnerable and often frail dienls in the community, who may not engage with their GP, but have significant health issues and social needs., in this regard, our team provides holislic, needs-based support. The Living Well team visits clients at home and can provide feedback to health services regarding the client's personalised action plan and their progress towards becoming safer and more independent in their homes. Living Well's extensive outreach and engagement with PCNS ensures a steady stream of referrals from GP surgeries and Social Prescribing. °Thank you for your untiring support and encouragement to ventur8 Out into Ihe community again despite my COPD and fatigue. Age UK Merton does so much good work for its older residentsl I h8ve been 8ngulf8d in compassion. 8mpathy, patience and kindness. Ms X, 77, Morden AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT} (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Living Well supported 872 individual clients over Ihe last year, and had over 524 now referrals to the service from a variety of referral sources. Living Well carried out 498 home visits and went on 91 joint home visits with internal and extemal professionals. We did nol know thal any of these seNices were avai18ble until you vistied, and we are so grateful for all you have done to help." Mrx, aged 78 Living Well allended many events across the borough to ensure they had far-reaching engagement with older adults in the whole of Merton. This included events such as.. Merton Health and Wellbeing Strategy meeting with Merton Connecled, Spring into Health Events, Merton Dementia Action Allian￿ Meeting, Cost of Living events, and wider network meetings with NHS services, charity organisations, and local Merton services. We have increasingly engaged with our communities, giving talks at community health and wellbeing carers. events, South London Carer's hub wrth Holy Cross school, and at a Muslim Women's informal coffee meeting in the borough of Merton. -your time, expertlse, and dedication played a crucial role in making thg events a success. and we truly appreciate your contribution. It was wonderful to see so many members of the community henefil from the services, advi￿, and car8 you provided. Your efforts helped create a welcoming and supportive space where people could access wtal health resources, and guid8nce.° (Be Well, Spring into Health ev&nt) The Living Well Team carried out a Tea and Talk in March 2025 as part of the Activity centre timetable of activities. The Living Well team brought in 20 clients who thoroughly enjoyed the interactive session, asked lots of questions and took away invaluable informalion aboui Living Well and servi￿$ available in the community. 'You have changed my entire life for the better and have supported me thrDugh this entire joumey.. Miss X, 82 AditGham This year there remains a good level of referrals, particularly in the area of feeling safe and irKlependent, referred through health professionals, Adult Social Care and social prescribers. 300 client reviews were completed, ensuring individual client's journeys were recorded and monitored. Living Well actively measures the improvements and outcomes for clients over a period of lime for health, wellbeing. safety and independence, comparing the clients scores before and afler getting support from Living Well. 4611/0 of onward referrals are related to our theme of 'Feeling Safe & Independent,. This is significantly higher than our other themes as we are able to refer to several sources of supporl, such as, Adult Social Care, Occupational Therapy, Falls Prevention, Mascot Telecare pendants and the London Fire Brigade. Onvmrd Referrals: Feeling connected 14/ Feeling positive 2/. Feellng Safe and Independent 46Yo Managing Money 24° Staying active and healthy 140A Referrals for Managing Money are higher in the last year, mainly due to clients needing SUPPOrt with the risin9 Cost of living and benefit cuts. Clients are seeking more support to increase their income through age-relaled benefits such as Pension Credit and Attendan￿ Allowance. Age UK Merton's Information and Advice servicè now has a full team of Information and Advice Advisers which has increased their capacity and shortened waiting lists for benefits heck5 and pension-aged benefit support. 45°A of clients improved in the out¢ome of Managing Money, which is above Living Well's set agreed outcome seeing clients improve by 30Y.. 630/0 of clients improved in the outcome of Feellng Safe and Independent. Living Well has helped improve the safety and independence ol a higher percentage of older adults in the borough of Merton. against Living Well's set agreed outcome of 50%. °You aré tha only pérson with patience thal has helped me. l finally feel listened to." Mrs X, 67 AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) {CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 The Living Well team has taken on many team training and personal development opportunities, including upskilling 8round topics such as Domestic Abuse, Improving Customer Care for People ￿th Dementia, Suicide First Aid Tr8ining, case study training and safeguarding training. Ongoing training ensures staff apply cur￿nt infomiation and legislalion to their work and supports best practice, which informs th&Ar work with clients. This year, Living Well took on a student social work placement from South Bank University. This encouraged staff to develop mentoring and training skills and lo improve their leadership skills. Working with student placements helps to promote the values and practices of Age UK Merton. This not only elevates the student's learning and adds valuable experience, but also showcases Age UK Merton as an organisation invesled in development and excellen￿, and as a potential employment opportunity in the future. Living Well has been proactive in researching opportunities, particularly surrounding dementia, as this seems to be where new funding slreams lie. Living Well has taken part in dementia heallh dayslevents in the community, Dementia Action Alliance meetings, and dementia training. We will develop this further by continuing lo lake on more advanced dementia Iraining and build new projects with a dementia support focus. Living Well will continue to contribute to being sustainable and relevant in the community, developing services that adapl and evolve to the needs of Merton clients. AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED} FOR THE YEAR ENDED 31 MARCH 2025 Case Study Client information Mr X. aged 77, living in Colliers Wood, self-referral, White British Case study Context I presenting needs he client reached out to Age UK Merton in October 2024, fe&ling uncertain about their ability to manage at home after a recent hospital discharge. Living alone with no family or friends, they were concemed about how to navigate daily life safely and whether their home environmenl could support their changing needs. Without a support network, even the simplest tasks had become daunting, and they fel increasingly isolated. An assessment for home adaptations seemed like a necessary first step towar maintaining their independence. InteNentlon Understanding the client's concerns, we explored financial support options and referred them to the Welfare Benefits Service, where they could receive guidance on Attendance Allowance and a full benefits check. They had never applied for financial aid before and were unsure of what they were entitled to, so his was an imporiant step in ensuring their needs were fully met. Recognising their loneliness, w introduced them to Age UK Merton's Befriending Servi￿, which could provide them with regular social interaction and emotional 5￿ppOrt. The idea of Gompanionship was somelhing they had not considered before, but they were open to trying it. Daily tasks were another challenge, so we arranged for domestic support through the At Home service. This would not only help them manage household responsibilities more easily, but also provide the added reassuran￿ of having a familiar face visiting regulady. Finally, we ￿fe￿ed them to Occupational Therapy for an assessment of their home. With their recen health challenges, it was important to ensure their living space was adapted to minimise fall nsks an maintain their safely and independen￿. Outcomes Over the following months, Ihe clienl's situation gradually improved. They successfully applied for Allendance Allowance, as well as Pension Credit, Housing Benefit, and Council Tax Reduction, easing their financial worries. By February, they were introduced to a befriender, someone they could now see in person once a week. Having someone to talk lo and share thèir thoughts with has made a real difference, helping them feel less alone in the worfd. In December 2024, they began receiving supporl through the A Home setvice. Beyond assistance with domestic tasks, they now had another regular visitor, bringing a sense of comfort and consistency to their routine. Their Occupational Therapy assessmenl was complèted, and home adaptations were installed lo make everyday activities safer and more manageable. Wilh these changes, they felt more independent and secure. knowing they could navigate their home with confidence. Quotesl direct feedback from the client: 'Thank you, ChaAotte, for helping me feel less isolated.. toa vi Increasing Outroach and Engagement Our Information and Advi￿ (I&A> Servi￿ provides high quality, accredited advice for older adults on issues such as money and benefits, health & care, housing and local services. AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 At the start of Q1. the team consisted of one adviser and the I&A Manager. The I&A Manager's main priority during this period was to rebuild the team. ensuring that residents across the borough of Merton Could access advice and guidance from a fully staffed and skilled team of advisers. To increase outreach and engagement across the borough, il was clear that the team needed to grow. Desptte staffing limitstions, at the start of the year, the I&A service worked closely with The Community Engagement Officer to attend West Bames Library as part of the wider Communty Support Service. With the addition of two part-time Advisers during Q2 and Q3, we were able to increase our outreach across the borough. This team were able to attend more local Cost of Living and service engagement events, including those held at Raynes Park, and Milcham libraries. Al these events, we spoke directly with residents, sharing information about the support available and how the Servi￿ could help. One standout event was held al Colliers Wood Communtty Centre in October, organised by a local MP. The event was well attended and within just a couple of hours. the team logged twelve self-referrals from re5idenls needing help with issues such as income maximisation and consumèr problems. Another successful evenl took place at Ihe Civic Centre in March held by Merton Council, where residents approached the team with specific questions about welfare benefits. Over the year, the I&A Manager and team have arranged guest speakers at their team meetings. These included staff from Merton's Memory Hub, {MCIL}. Adult Social Care, Merton Carers First and Social Prescribing services. As many of the team are still relatively new in post. these sessions have really helped develop Iheir knowledge of local services and referral pathways. Being able to hear directly from these seNices has strengthened the team's understanding of external support while strengthening signposling and referral routes. As a result. we have seen an increase in referrals into the service too. Internally, Ihe team has facilitated Tea & Talk sessions for Age UK Merton clients. Each topic has beell delivered in line with trends that have arisen. In Q1, a session on Attendance AllowanGe was delivered, half the attendees went on to self-refer, all received assistan￿ to apply for Atlendance Allowance, and all were suc￿SsfullY awarded the benefit. More re￿ntly, in response to the ongoing cost of living pressures, a More Money in Your Pocket session was delivered, it was well received and led to a series of new referrals_ The successful appointmenl of new slaff and volunteers during the year resulted in the I&A Manager needing to prioritise the induction and training programmes for the new team members. To fulfil this, the I&A Manager redU￿d her own caseload significantly. As a resull, during most of Q2, one experienced adviser carried out mast of the client work, while the rest Df the team settled into their roles, they began to pick up supervised casework towards the end of Q2 and the start of Q3. Despite this reduced capacity, the service slill supported over 3QO clienls during Q2 and Q3. By the end of Q3, monitoring figures more than doubled, reflecting the grow5ng capacity of the team to take on more cases. From April 2024 to March 2025, the team supported 1,189 clients, carried out 311 home visits, 207 office appointments, and handled over 2,500 phone appointments and enquiries. In Q1. I&A extended their advice provision, except welfare benefits, to clients age 50+ recognising that early intervention can improve long-term outcomes. Compared to the same period last year. sUPPOrt for this age group has now increased, showing positive early signs of impact. As the team grows in confidence, they are offering more advi￿ on enquiries such as housing, hèalth, consumer and communily care-, and statistics show there has been a lotal increase from 12 1 last year to 20 /0 this year. Concessionary travel remains high and to address the longer waits for clients in this area, the team has strengthened partnership working by referring some clients to external organisations, such as our partners at the Wimbledon Guild, ensuring timely support and redU￿d waiting times particularly when wait times can fluctuate. The breakdown of I&A work undertaken shows: 42.75 % of contacts were for information and signposting, 25.88 % for one-off advice. 31.370/. for advice and casework. The higher proportion of information-only enquiries in Q2 reflects both the limited adviser rApacity at the time and the introduction of a new triage system in Q3. The triage system. intrOdU￿d in Q3, became a key tool for managing growing dernand as a direct result of the Pension Credit and Winter Fuel Payment changes annoUn￿d by the government in July 2024 , with the application deadline date of 21 December 2024. With four team members still new in post, the I&A Manager provided hands-on support and used triage to guide and prioritise benefit checks and applications. All clients were contacted before the deadline, either for direct assistance or signposting. The triage approach was so effactive during this period, that the team have continued to use it. It plays an important role in managing workflow, reducing the wailing list. and ensuring that cases are handled efficiently. AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 The estimated benefit take-up for 2024 - 2025 was £632,828 an increase of £228,920 from the prevlous year. This reflects an increased number of clients supported with Pension Credit applications and passpDrtsng benefits, including Winter Fuel Allowance, Housing Benefit, Council Tax Support, and the free TV licence as a result of the government changes. "I don't know rf I could have done this without your help, I worried about being homeless and not getting any help with the rent and counGiI tax and having nowhere to go. I do appreci8te everything, 18m no good on the phone 8nd hearing you sort things out has really helped m8" Focus has beèn placed on our training and development process lo ensure it is robust and specialised. External training was delivered through the Welfare Benefits Training Company. who ran six tailored workshops for the team. In addition, slaff and volunteers had, and continue to have, access to a wide range of free learning resources and training Ihrough Age UK National. This includes 'Benefits for Older People,, 'Good Practi￿ in Advi￿ Delivery,, 'Independenl File Review, and 'Case Nole, training to name a few. Shelter has also been a valuable parlner, providing access to free and paid housing advice courses. and the team recently completed Dementia Awareness training led by The Alzheimer's SoGiety. Under the wider Community Support Mixlel, a new triage tool was developed by the I&A Manager to support the Community Support Navigator role. The triage book helps the Navigtor Collect key infomiation from clients at first contact, ensuring more aGcurate assessments and in addition, faster access to the right support. The addition of two experienced Advice Volunteers has been especially valuable in helping reduce client wait times. Both volunteers bring a weallh of experience which has proved invaluable. Both now successfully manage their own caseloads under the supervision of the I&A Manager and both have played a key role in contributing to this year's high benefit take-up figures. As part of our continued commitment lo delivering a high-quality, accrediled, and sustainable service. we are proud to report that in January, it was confirmed thal we successfully mainlained Age UK'S Quallty Advice Standard {QASI. This is recognition that the team continues to provide high quality advi￿ to Merton resKlents, something AUKM is exlremely proud of. The QAS is assessed across a rolling three-year cycle and comprises three key components.. The Quality Advi￿ Assessment rolling throughout the 3-year cycle (QAA) The Service Managemenl Review (SMRJ The Myslery Shop (MS) Our most recent QAA began in May 2024, marf(ing the start of this assessment cycle. In October 2024, ten Gase files per adviser were submilled for review, from which two files pef adviser were selected for audit. In January 2025, we received formal confirmation that the service continues to meet the QAA benchmarks, an achievement that refleGts the professionalism, dedication, and hard work of our entire leam. Our next QAA is anlicipated to begin later in the year, followed by the SMR and MS in 2026 as part of the ongoing assessment cycle. The leam are proactive in preparing for these assessments and continue to 81rive to maintain high standards. The I&A Manager plays a Crucial role in this process, providing continuous support to the team. Regular case checks and file reviews are carried out to monitor the consistency and quality of our advice. These internal quality assurance prO￿$seS are key in ensuring that advisers continue to meet the required advice benchmarks. Achieving and maintaining the Quality Advice Standard is not only a significant accomplishment, but also a dear indication and reassures our clients, partners and stakeholders that they can place their trust in the information and advice we provide. Age UK Merton is also part of the Warni & Well initiative funded by Merton Council, where we work in partnership with the Wimbledon Guild and Thinking Works. Age UK Merton's role in this project centres around in(X)me maximisation and supporting Glients with awRssing benefits. Our Collaborative work with the Guild and Thinking Works helps us to package together support around energy issues, benefits advice, grants and practical home energy solutions. This Servi￿ is especially beneficial due to the cost ol living crisis as more people are finding themselves in fuel poverty. The group meets regularly to discuss innovative ways of reaching clients and how best to support them. AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Information & Advice case study Name: Client U Age. 80 Location.. Merton Support Area: Housing, Benefits, Health & Wellbeing Client U, an 80-year-old man living in Mitcham, reached oul to Age UK Merton's Advice team following Ihe death of his long-temi partner. He had lived with his partner in a housing associalion property for over 15 years, but the tenancy had always been in her name. After her passing, Client U recèived a letter from the housing associalion stating he would need to vacate the property, as he was not listed on the tenancy agreement. This left him distressed, fearing homelessness and deeply concerned for his future. Client U was also living with the long-term effects of a previous heart attack and stroke, and the added uncertainty of his housing situation was severely affecting his mental and physical wellbeing. Over a period of 5-6 appointments, the adviser helped Client U lo apply for Attendance Allowance, which successfully increased his income. We assisted Client U to apply for a blue badge so that he could park doser to entrances and exits because of his reduced mobility. While his family supported him in applying for housing benefit and council tax support. these claims were initially denied as he was not the legal tenant. Therefore, Ihe adviser advocaled on Client U's behalf by contacling the housing association to explore the possibility of a tenancy succession. Through regular communication with the housing association, the adviser secured an agreement for Client u to succeed the tenancy, allowing him to remain in the home he had shared with his partner for 15 years. Following this success. the adviser re-engaged with Merton Council to reopen Client U's housing benefit and council tax support claims. He was awarded 90% of his benefits. significantly reducing his monthly housing and council tax costs. As a result, Client U can now live safely and securely in his long-temi home, with greatly reduced financial stress and peace of mind. hank you, J could not have done all of this. You really helped me I would not h8ve been able to do this by myself. I honestly don't know how to thank you.. reased the number of o r adults raceivin su inde ende At Home Our caring, eXperIen￿d team of support workers provides practical help al home lo ensure people feel Comfortable. safe and secure. This flexible, paid-for service is tailored to meet the needs of the person and can include cleaning, shopping and other domestic tasks. We also provide short-term support and respite for carers to allow opportunities for Ihem to attend appointments etc. The service provides carers with the peace of mind that their loved one is well supported. This year has proved to be a very positive year for the At Home Service, which has seen the business undergo a thorough health check, breaking down all the variables Ihat have impacted previous performance. A breakthrough in recruitment practice has been one of the many successes throughout the year, meaning we have had a consistent and reliable stream of people to support growing demand., building a secure conneGlion with the Job Centre by regular contact has led to a sleady flow of referrals every couple of months. Throughoul JulylAugusl we were able to recruit six new support workers, an unprecedented number. We have also prioritised partnership working with Age UK Sutton in relation to recruitment through their respective connection at SLrtton Job Cenlre. To maximise exposure wilhin Ihe community and to identify new clients, in June, the At Home Coordinator and three of our valued support workers went along to the Mitcham Camival to support the promotion of AUKM and to see if this could have a positive effect on reGruitment for the team. "It was a fantastic day to work alongside the support workers within the Gommunity. Thoy thoroughly enjoy8d the day and were very clear in wanling to be involved in outreach work again., our Coordinator explained. The support worker really enjDyed the day and felt much more engaged with the organisation and its mission as a whole, being a part of the wider staff team. Regular monthly meetings with the Community Outreach Officer have identified areas to target for marketing and outreach promotional events, which has proved invaluable. The team has facilitated al cost-of-living events, libraries, the Memory Lane club in Wimbledon, and has supported the production of n&w marketing materials for the services. 10- AGE UK MERTON TRUSTEES, REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Th were 1079 home vi into Our clienls have been supported by a maximum of 22 valued support workers. W8 have W0￿ed hard to streamline our administrative and financial processes and work has begun to identify tools, which can more effectively support the running of the se￿ice. Two of our skilled and highly-valued volunteers have been working closely alongside the Coordinator to refresh our Customer Relationship Management system, Charity Log, and to mobilis8 the use of a naw app, 'Call Round" to support a rèduction in the administratiw8 workload. We will be trialling this app with senior support workers in tha n8xt financial yoar. 'The Se￿1￿ is very, very good. Glad YOU'￿ here, so helpful, I feel more confident knowing someone is coming. The support workers are friendly, happy & smileK. Within Ihe leam, we have trained and developed three senior support workers, who now carry oul important assessments for new referrals. A price increase was implemented from the 13th August 2024 at a cost of £23 per hour for any new referrals, and this was Ihen applied to our existing clients from the 1 st September. Having not had a cosl increase in a number of years, the uplift has been necessary to cover our associated rising costs, to keep this Servi￿ sustainable into the future., it still remains a very competitive rate and we will continue to endeavour to keep the cost affordable for our clients, particularly in this current climate. A salary increase for support workers was agreed from the 1 st September, in line with the new London Living Wage. AUKM is now an accredited employer, listed on the London Living Foundation website. The income generated by At Home consistently increased over the three months of Q2 and this continued into Q3 & Q4, and we are now ex￿edIng pre-pandemic levels on activity. Along with the continued success we are having with recruitment, this upturn is testament to the team. who have been focused on finding new ways of working within the organisation. reviewing and refining processes and building external relationships. The positive impact on recruitment is reflected in the increased number of visits being made to the clients who use this service. Promotion and marketing will be the priority focus for the next year, increasing our reach, improving outcomes for clients and ensure our ongoing sustainability. We have spent time meaningfully engaging with our trusted, valued support workers, who can often feel more removed from the centre by the remote nature of their work. We have supported them by conducting comprehensive one-lo-one meelings and communicating regularly to gain any direct feedback from our clients, identifying any extra support they may need or tweaks required to the Servi￿ moving foNard. Foot¢are Clini¢s atAUKM Previously known as Happy Feet, our footeare service has had a refresh and the namè of the service has been changed to "Footcare SeNi¢e" which belter reflects the nature of the Servi￿ and is clear and accessible lo the public at large. We have designed new posters and leaflets incorporating 8 list of treatments the service can offer. The posters and leaflets formed part of a marketing push at the start of the new financial year, with a particular focus on GP surgeries. which represents a large proportion of current referrals and enquiries. The service has a dedicated email address and phone number, which operates outside of our normal client hours. and the team who answer the calls Gan not only make appointments, but are skilled lo answer queries related lo footcare. Foot health has long been an issue for older adults, having the potential to severely impact mobility, independence and quality of life- within Merton there is a dear need for an accessible and affordable service due to strains and limited capacity wilhin the NHS. Our Footcare service now runs Ihree days a week. which has reduced the wailing list to zero and we are now in a position to be able lo offer appointments within two weeks of an enquiry being made. 11 AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Historically, the service was run with the support of qualified podiatrists, who provided more clinical and complex treatments. We have struggled in recent years to attract a replacement podiatrist due to a national shortage, and this year we took the decision to seek oul qualified Footcare Health Practitioners, rather than limiting our offering to podiatry. Using the professional network of contacts from our exisling footcare health practilioner and advertising on our own website. wé have suc￿ssIu[lY added two new practilioners to the team. This has enabled us to attend and respond to the majority of footcare issues that present to us, which indudes: nail trimming & shaping, corn removal, callus reduction, cracked heel treatment, fungal & Ihickened nail care, alhlete's fool & verruca advi￿ and deep cleansing & moisturising. From January 2025, we brought the delivery of the Servi￿ back into our centre in Mitcham. Using cyjr preexisting therapy room, we have a fully functioning Spa￿ to hold our footcare clinic. With the Se￿ICe running from the centre, it has introduced a new cohort of people to Age UK Merton, many are attending the centre for the firsl lime when they come for their appointmenl. This has allowed us an opportunity to promote AUKM and in particular, the Activity servi￿ to thesè people and raise awareness of all the services we provide. KEY OBJECTI socia Age UK Merton was a founding partner of the Merton Community Hub. In partnership with Wimbledon Guild during 2024-25, we continued to staff and provide support to local residents through enquiries coming in the Community Hub telephone line, funded by the London Borough of Merton. Although the Hub was originally set up in response to Covid-19, this year the Hub has continued to be a lifeline lo people in crisis across Merlon. The Community SLQPPOrt Senior Manager worl(s closely with their counterpart at the Wimbledon Guild, holding ongoing fortnightly meetings to discuss selv1￿ developments in the community, and to review activity and performan￿. The recènt end of year report shows an increase of calls of 70 % on the year prior. We have dedicated resource for the Community Hub calls and actions. The reporl also shows that there has been a significant increasè in Tier 1. 2 & 3 calls,. with Tier 3 calls reflecting more complex support. The Navigator, since becoming part of the Community Support Service, has improved their knowledge of the intri¢a¢ies of the services and how they can best support our clients. This has come about by more integrated working, silting with the teams and attending joint visits to get on the ground experien￿ and a good insight into how each individual team supports clients. The Community Hub has evolved in the last year because of both Wimbledon Guild and Age UK Merton'sdedicated resources thal are in place and are better placed to help with a much broader range of issues. h to Merton. lated older adutts Incr The Merton Befriending service is provided in partnership with Wimbledon Guild and the service matches volunteers with the most isolated older adults. who are house-bound and living wilh multiple long-term conditions, and may not have slrong support networks. We continue with a hybrid seNice offering, with both telephone and face-to-face contact as options for clients based on preferen￿. Befriending Merton Befriending servi￿ is a high-quality service dedicated to tackling loneliness and isolation for older people in Merton by assigning friendly volunteers to visit older people in their homes. Loneliness can have a significant impact on older people's health and wellbeing, therefore, Age UK Merton and The Wimbledon Guild have joined forces to recruil volunteers to dedicate their free time to visiting older. more vulnerable people in their homes. We offer a fre& face-to-face and a telephone befriending Servi￿ with the emphasis on reducing social isolation, empowerment and promoting indèpendence. This is done by providing emotional support andlor enabling people to be re-integrated back into their local community. The befriending service is completely free to join as either a volunteer or a client. Our befriending volunteers are inteNiewed and fully inducted into the role. Two references are taken up. A Disclosure and Barring Service {DBS} Cheok is also carried out. Volunteers are regularly supervised and monitored. This year saw the completion of Ihe Connect and Befriend projeGt, funded by the NHS under the Health Inequalities funding programme, offering social contact and befriending to clients with complex mental health needs. With the project's conclusion, we can now reF)Ort the fin81 figures. This year we supported 5 clients for more Ihan 6 months, wilh 62.50/fj showing improved wellbeing scores. All clients experienced mental ill health. social isolation, and agoraphobia lo varying degrees, with diagnoses ranging from depression and anxiety to psychosis and personality disorders. Many also faced physical health challenges. 12- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 At the projecvs close, we ensured a smooth transition for clients. Some continued their relationthips through the Merton Befriending Service, while others naturally concluded their matches after meeting personal goals. Client information Mr S aged 67 living in Colliers Wood, referred by Living Well, White British Case study Context I presenting needs Client had been in touch and self-referred to our telephone befriènding service through the Merton HUB He then was in touch with the Living well Servi￿ for support after the death of his wife, the supported him with contact with Adult Social Care, liaised with GP about a medication review and made referrals for counselling and befriending. Client had a diagnosis of depression and anxiety and was reporting that he was unable to leave his home due to this extreme anxiety. This resulted in the client being very isolated having n social contacts other than a weekly visit from his sister who helped him with basic shopping. Intervention Connect and Befriend matched the client with a male befriender in his So's who had also had a history of depression and anxiety and who was currently recovered and hoping lo help someone in his past situation. A match was made and they slarted to meel week]y for 2-3 hours. Al first the client was nervous and they spent time watching tv together, however over time, they have built strong, supportive relationship where the clienl feels comfortable, and they talk constsntly throughout the time they are together and both have commented on how the time flies and how they feel they both are benefitting from Ihe contact. Outcomes With the combination of his medication review, accèss to adull social care (to help wth things like arranging personal care and adapiations to his home for his changing mobility), as well as having an allocated social worker, the client is now presenting in a much more positive light. His time with his befriender is spent doing jobs around his house which he previously didn't feel motivated lo do. They play games and Ihey spend time outside in the garden. The clienl has also made several trips to the local shop, which he had previously been too anxious to do. Quotesl direct feedback from client: .1 really enjoy chatting to my befriender, I was so lonely before." Our core befriending service continues to be well known in the borough and is in high demand. Referrals into the service continue lo rise and we hold a waiting list due to this demand. We continue to focus on high-quality matches for our befriending Servi￿ to ensure that our clients, social needs are met and we are crèating lasting social connections. We are a member of befriending neiworks and are recognised as a member nefwork promoting best practice in befriending services nationally. Age UK Merton is one of the founding members of the Merton Befriending Forum, consisting of members from all befriending services in Merton. We continue to meet on a quarterly basis lo discuss befriending in the borough. This network has been an incredible way to network with our projects lo share befriending specific news and resour￿$. "Poppy is my client's befriender and he was saying how much he enjoys their chats each week and he is l(X)king forniard to their ngxt ong. as h8 will be sharing his love of music. specifically the guitar, with her. My client was visibly brighter and I think it's down to him feeling less isolated thanks to Poppy's visits.. °My client is enjoying his visits and discussing his passion for planes. Dr H told me that his Den7enti? has stabilised since these visits and his wife is 8njoying the short respite. 13- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 In De￿mber 2024, we were awarded the Befriending Network's Quality in Befr¢ending award. The Quality in Befriending Award is the only award in the UK specifically tailored for befriending services. We are proud to be Ihe first Age UK partner lo hold this award for our befriending service. The benefits of this award for our service are Ihat there is an increased confidence in the organisation from potential referrers, befriendees and befrienders, as well as funders, commissioners and other stskeholders. Completing this award gave us a chance lo review and refleot upon all aspects of our befriending servi￿. In the first year of holding this award we are eligible to C£Jmplete an additional quality mark of excellence in befriending which the team will be completing this upcoming year. We have had a review this year of our referral pathways and have made it easier for professionalsto refer clients to our setvices. We have also refreshed all our assessment pape￿Ork following our Qualily in Befriending audit. We continue lo seek additional funding to support befriending at Age UK Merton. Service Outputs Financial Year 2024125 AUKM WG Total No. No.% No. New Volunteers 48 15 63 No. Current Volunteers AVG38 No. of Referrals 115 51 No. and Q/0 BAME Referrals 61 37° New Service Users 45 65 New BAME Service Users 18 12 No. of Clients Leaving 61 67 No. Current Service Users AVG130 No. Current BAME Service Users AVG 50 10 Ok Pre-intervention outcome measures completed 100% 11 0 month completed outcome measures 100° velo ed a d namic diverse social activit build relationshi ess ood nutrition ro ramm reater vari o connect KEY reas dthen nls accessin re ular ramTnes Our Love Later Life Activity Programme We continue to support older adults to participate in social and exercise-based activities and to get out and about. This year, we have continued to increase our outreach and engagement with our local communities. The number of attendees has once again grown over the past year. 14- AGE UK MERTON TRUSTEES. REPORT {INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 The Age UK Merton activity team offers a large variety of activities, with something on our program for everyone. Service users can play a game of scrabble, eat a nourishing home-cooked meal, put on Iheir sparkle for a dan paty. or take a Irip and explore new and exciting places. We offer sessions lo create a handmade craft, Socialise at a local restaurant wilh friends, partake in various exercise classes to suit their abilities and fitness levels, or simply to enjoy a coffee and chat. We bring in key speakers so clients can listen to an informalive talk, tEt a therapy dog, have a sound healing session and sing their heart out on a weekly basis, all in the surroundings of the caring and supportive environment of our activity ￿ntre, or in warm, safe spaces across the borough. ICONS April 24- March 25.. 12373 altendees. an increase from April 23 - March 24.. 11440, and from April 22- March 23= 8735 In total, we held 983 activities, events & lunches This year, with Ihe support from our Communily Outreach Offi￿r, we have been able to reach more dients across different areas of the borough, building relationships and delivering activities in new and accessible IDcalions. We have spoken to faith groups, care homes and community groups to promote our activities. This year, we were Suc￿$$fUl in a funding bid to engage with a minority community group in exerci5e- from September 2024, the team have run a fully-funded weekly chair-based exercise class from the Mosque in Morden for the Muslim women's community aged 50+ We have seen the number of attendees grow and their feedback tells us this is somèthing Ihey want and need.. .1 have noticed 8 signih'cant improvement in both my physical and mental health. I feel more energised and positive over811. The workouts are 8ng8ging 8nd a fun 8Ctivity with friends." These sessions have been a fantastic way to stay actlV8, build strength and boost c0r1fiden￿ in a safe and supportive environment. Caroline and team lead with real care and enÉhusiasm, making everyone feels comfortable and encouraged, whatever their abilily. The class has had such a positive impacl on both physical health and social wellbeing. It's a brilliant part of th8 tim8table and I would genuin8ly recommend it to anyone. It would be wonderful to see ti continue and grow.. We are keen to promote and support inlergeneralional relationships in our community. We continue to support and work with students from local colleges and schools. Over the academic year, the sludents from Merton & Carshalton colleges joined us for work experience placements in the ￿ntre. We've also had students from Orchard Hill school and other local primary schools come into the centre to sing Christmas carols, a real highlight for our clients. We ran many successful events in the cenlre this year, including a Wimbledon Cream Tea Afternoon, The Age UK Merton Olympics. a Line Dancing Party & Ihe much publicised "Sparkle Party.. as featured in The Sun newspaper. Our Sparkly Party was part of a project to get older people more active w(th a dance theme. The party was a huge success, with 37 attendees dolled up to the nines and the event receiving glowing feedback. Attending the party was a photographer and journalist from The Sun newspaper, along with Age UK National's campaigner Angelica Bell. The clients eMbra￿d the opportunity to speak about the challenges they face as they age and how vital the support is that they receive from AUKM . You can see the coverage in the link below: -xma -so The Activity Team attended and supportèd events across the borough this year, includir)g the Merton Big Sports Day in September, which was hosted by London Borough of Merton's Sport & Leisure team. New connections with local organisations were made and through these we have been able to add a more varied program of activittes for our clients to try out- Fit Beats, Gym Induction, Salsa Dance Class, Pilates, Chair-Based Zurnba, Swimming and Bollywood Dance. Some of these classes arè now on our regular activities programme. We currently run six exercise classes a week off-site in venues across the borough. This has helped us reach service users in unchartered areas and promote our work with potential clients that could avail of our support. We will continue to identify areas and communities to work with over the coming year. Gathering and collating feedback from our service users has been a priority this year. We have installed an electronic feedback machine in our reception area, a machine called "Happy or Not.. We ask Servi￿ users to answèr a series of basic, yet informalive questions as they leave an exercise class or event at our centre. This has proved useful in our planning and has meanl dienls are directly involved in decision making.. and it has meant we can identify the motivation behind people joining our activities and what they enjoy mosl. 15- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Through the Community Inlrastructure Levy (CIL) funding we run free monthly exercise taster sessions, some gentle, some more vigorous. After each tsster session, we ask the clients to complete a feedback form. Again, Ihis has helped us develop our aclivity program, several of the most popular tasler sessions are now part of our regular program. like Salsa Dancing & Pilates. With the support of an NHS fund, we were able once again to offer a free soup & mll lunch every Thursday over the winter months. This was an opportunity to share NHS Health leaflets and to gather feedback from client5 about their experiences over the winler months and how we could help them. The Activity Team has seen some structural changes and has experien¢ed some HR challenges this year in tenns of resourcing. In June 2024, we brought the Front of House function inlo Ihe Activily Team. With training, upskilling and support from our Front of House colleague, all the team are now trained to cover these duties when needed. The full team have developed and extended their IT skills on Charity Log and administrative dulles. Outcomes: Our client feels like she is returning to herselll. She is not just a wife, a mother, a grandmother, a carer, she is her8elfl She is exercising more than ever, She has lost weight, she is socializing more, she is making new social onnections, she feels listened to and heard without judgemenl. Most importantly she feels she has found her community. In January, 2025 we appointed an internal applicant to the role ofActivity servi￿ Coordinator. This role supports the manager and will help us develop our booking systems and our plans of implementing more exercise classes across the borough. Case Study Client Information: Mrs LM- 72-year-old female - lives in Mitcham and is recently bereaved Context I presenting needs: Our client is a 72-year-old female who lives in Mitcham and was introduced to AUKM in 2014 when she joined our weekly stitches sessions. She is a very keen knitter and was looking for a social group to interact with while doing her favourite hobby. At that time, our client was a full-time carer for her husband who had many health issues. She found it difficull lo rind lime for herself and her needs while caring for him. Fast forward several years and her husband's health declined, and our client found she had less and less time lor herself. She tried lo attend the cenlre as often as possible and would head home to check on or feed her husband behveen activilies. Over lime, her own health began to suffer. Her mobility reduced and she began using a mobile scooler. Her world became smaller, going any distance from home was impossible. We saw this client maybe once or twi￿ a week at most. She mentioned many times that her lime at our activity centre was a real break from her routine as a carer, a lime to Ghat with olhers, have a home cooked meal and perhaps join a social activily. Sadly, our clienl's husband died in April 2024. At that time we recorded Ihat our client had attended 157 sessions at AUKM over the 2023-2024 period. During the last year we have recorded that she has attended 373 sessions at AUKM. That is an increase of 42Y.. Intervention- The morning after her husband died, our client came into AUKM for our speci81 lunch. She said there was nowhere she'd rather be, supported and comforted by staff, clients and volunteers who knew her and her situaion. She didn't want to be home alone with her thoughl and grief. From Ihat day onwards, our client said she began to live her life again. Her time was her owrL She had no more responsibilities except to herself and her wellbeing. Our team took her under our wings during this fragile timo. There were tears but there was also laughter and fun. We nOti￿d that our client was spending more and more time in the centre and that her mood and wellbeing began to lift and improve. We encouraged her to join our Singing for Fun group on a Thursday. it lifts the spirits and everyone feels good afterwards. After a couple ol months, we did also encourage our client to try our Chair Based Exercise class. being gentle and a good introduction for someone who hasn't exercised in some time. She loved it. Since January 2025 she has also joined our Yoga and Chair Based Zumba class. The Zumba class is her favourite, for the mu51C, the dancing and Ihe comradery of Ihe group. All the ladies get on well and laugh throughout the class. 16- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Our Glient mentioned that she can now hold her head up high - both physically and metaphorrcally. She is proud of whal she has achieved and how she has improved her physical health and in doing so also her mental health over the past year. We are very proud of her too. Outcomes: Our client feels like she is returning to hersetfl She is not just a wife, a mother, a grandmother, a carer, she is herselfl. She is exercising more than ever, she has lost weight, she is socializing more. she is making new social connections, she feels listened to and heard without judgement. Most importantly she feels she has found her community. She is CL*rrently attending 3 exercise dasses a week, plus a social club, craft club. singing for fun, special events. supper club in the evenings and our coffee & chat group- She said she would be here 7 days a week if we were opened. "l am feeling more and more like myself.. .1 in living my life ft>rme now, for as manyyears as I can.. -when I'm at the AUKM centre I don't feel pushed aside cos lin old - my family think I'm in my dotage. Whan I m here I have peer and staff support and someone to Unde￿tand where I'm coming from." "A comforting word from AUKM staff and an am] around shoulder offering support has given me the strength to deal with anything & there has been lots to deal with over the past ye8r.' °ltre spent my whole life thinknng of others and lookJng after others now I'm looking after myself - with the help ol AUKM.. °Thank youAUKM and thanks for being my thends." People Increased the number of volunteer5 and im rov Age UK Merton is grateful to all its volunleers, without whom many of our services for older adults across the Borough WDuld not exist. They play a key role in ensuring the quality and reach of our services. We offer volunteering opportunities to people of all ages from student pla￿MentS to volunteering at our centre in the comrnunity. Our oldest Volunteer is 97. Our volunleers are supported and overseen by our eXperIen￿d volunteering team and are managed in accordance with our Volunteering policy. Volunteers. in their diversity of age, experience, cultural background and Iheir involvement within communities, bring to our work a value that adds to our understsnding of and response to older people's needs. Our range of volunteers have a variety of interests and reasons for wanting lo support the organisalion, from gaining experience at the start of their careèrs lo using their wealth of experience and knowledge to meeting the needs of our communities. Over the year. our volunteers have provided remarkable support in every aspect of our aclivilies, from working one to one with our clients to providing administrative support for our staff. We providè a range of votunlèering opportunities, each with clear role descriptions lo enable volunteers to contribute effectively according to their skills and interests. Volunteers are recruiled on a rolling basis, within a well-defined journey. We have a clear recruitment and selection pro￿ss. all volunteers are interviewed. references taken up and for certain pl8￿MentS Disclosure and Barring Service checks are carried out. All volunteers are then matched to distinct roles. with appropriate induction, ongoing support and training. As a team we are active attendees in volunteering networking events and forums. We attend the Merton Volunteering Network Forum and Age UK National networking meetings. The aim of these networks is to increase linked-up working with other organisations. discuss volunteering and to share reSoUr￿S and training. Throughout the year, we have continued lo develop volunteering relationships wilh local businesses lo host them at our centre for volunteering days. We are exploring the mutual benefit th8t can be gleaned from effective corporate partnerships. This year we have had a new cohort of staff from NG Bailey join us and we have ongoing support from the 19 Group. Now an annual Iradilion at Christmas. we welcome ten staff from Miicham Job Centre to support us with our annual Christmas Dinner week. 17- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 In June, we nominated the group of students from Merton College who deliver the long-standing Christmas Parcel Project for the Young Volunteer Team of the Year Award (aimed at those aged 25 and under) at the Merton Civic Pride awards. This award recognises a team of three or more young people, who have taken action to make difference to the community andlor lives of residents of the London Borough of Merton. Unfortunately, they did not win the award on the night. however. The Merton Partnership Civic Pride Volunteer Awards have shone a spollight on the incredible people who make our borough a better place and it was an honour thal they were shortlisted. The event was a great space to share our volunteering opportunities with the community at Ihe associated volunteer fair that took place before the awards itself. We were very proud to showcase the greal work that the stu dents do on the Christmas Parcel Project. In December, the group again fundraised, created and delivered 100 par￿lS lo Age UK Merton clienls, who had been identified as being lonely and isolaled. This year we celebrated the fifth year of the Christmas project with Ihe college. In July, we held a celebration event in our centre to mark National Volunteering Week and in December, we held another volunteer appreciation event to thank our volunteers for their contribution to Age UK Merton throughout the year. This year we are proud lo have had contact with 309 individual volunteers, and we have had 118 new volunteer applications. A new relationship thal we made this year was with the South London Partnership for Social Care. who supported Southwest London residents to find opportunities to work on a three-week paid placement in a range of roles within the Social Care sector. The programme was geared towards residents who were either unemployed or economically inactive, wth the aim to improve pathways into work. This was a sponsored plaGement and at the end of the placement the person was then Dffered a paid role with our activity centre team. In November. we attended the SoLrth Thames College annual South Thames Colleges Group Employer Awards, where we were nominated for the soctal action project award for our ongoing work with sludent placements for their health and social care studenls and the aforementioned Christmas Parcel Project. The event celebrated the incredible partnerships we have built with the college and highlighted the value of giving students the opportunity for work experience in their chosen field. Also in November, our gardening volunteers at Age UK Merlon won the prestigious 'lt's Your Neighbourhood" award for the second year in a row. A huge thank you to the Royal Horticultural Society and London in Bloom for recognising our dedicatlon and passion. Our gardeners a150 took Age UK Merton on the road, visiting St George's hospital for the day, where many of our clients allend lo help the gardening team planl the spring ￿1b$ for patients lo enjoy. Age UK'S partnership with Dunelm inlroduced us to the Delivering Joy campaign, where gifts were d￿ated and were distribuled by volunteers to clients in need_ 50 gifts were donated to Age UK Merton. This project ￿nIred on connecting community and has helped us establish a relationship with our local Dunelm. Since this project ended, we have had a slall wth information on our services al the store and we are working with Dunelm to identify future projects. In July, we completed our yearly volunteer feedback with Ihe group being ove￿helMlngIY positive about their experience as volunteers. Some of the reasons why people volunteer with us included= "It makes me feel good to be able to do something good fi>r others." "l enjoy helping people who are in need and making a difference to their lives." "I really enjoy helping peopl• whenever I get a chance, especially groups of people who may need nx>re support than others." "I love to do something stlmulating and helpful for the communlty." Following feedback from our volunteers and due to an increase in complex clients béing referred to all our services, we have been developing a more robust training calendar for our volunteers. This year we have been able to offer our volunteers training in food hygiene. safeguarding, wheelchair handling and an introduction lo mental health support. We will continue to offer training based on the needs of the clients of our services sc Ihat our volunteers feel well equipped for Iheir roles. We have also developed a shared training calendar wtth our partner Wimbledon Guild's volunteering team to offer a wide range of online training, sharing our resource and expertise and learning from others. 18- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS, REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 The volunteering team have completed training in Dementia and Befriending, with a view to be able to create our own bespoke training for volunteers. This training will also ensure that as a team we are able to appropriately assess clients who are referred to befriending for suilability for our services. We have identified an increase in referrals for clients who have a dementia diagnosis to our befriending service. We have successfully recruited, trained and placed administration volunteers wilhin service teams this year, two volunteers for the At Home team and one for Volunteering. These volunteers are benefitling the teams by providing essential back-office sUPPOrt allowing staff to focus on direct Servi￿ delivery. Additionally, we have recruited two volunteers who are supporting the Information and Advice team, using their previous experience and skills to increase the team's capacity. Over the year, we facilitated 20 student placements from Mèrton College to do work experience in our activity centre, and we had our first university placernenl from London Soulhbank University, who was placed in the Living Well team. This spring, our student from Orchard Hill specialist college finished his Iwo-year placement with us, where he assisted in our kitchen each week. We are very pleased to have been able lo work wilh the sludent and his support team to offer a great community-based learning experience for Ihem. Partnership working and influencing community cohesion In the past year we have continued to build upon the strong relationships with partners across heallh, care and voluntary sectors in Merton. Whilst keeping the best interests of older people forefront in our minds, we have continued to engage with these partners tackling issues being faced such as the increased cost of living and identifying system-wide efficiencies in the delivery of services. We partner with organisations that align with our values and strategic direction. The CEO continues to sit on London Borough of Merton's Health and Wellbeing Board, the Merton Health and Care Together Committee and we are a part of the newly fomied Merton Provider Alliance. The Alliance will be the key partnership in delivering integrated neighbourhood teams, meeting the requirements of the London targel operating model, and making the NHS 10-year plan a reality in Merton. The ICB will continue lo hold local primarylcommunity budgets and responsibilities for a Iransitional period whilst the Allian￿ matures and develops. The key is ensuring we have a truly effective and engaged alliance, so we are joining our he81th and sector partners in really leaning into this new landscape. staff across the organisation represent AUKM and the interests of older adults at other working groups an plafforms that have improving health, care and social outcomes at the forefront of their priorities, including.. Dementia Action Alliance, Merton Safeguarding Adults Board- practice & Quality. the London Borough of Merton Community Response Steertng Group and the Merlon Disabled Forum to name a few. These groups place the health and wellbeing of the Merton resident at the heart of all Ihey do, knowing that working collaboratively in partnership is the only way foNard: making the most of the limited reSoUr￿S available, Greating efficiencies in service delivery, maximising impact and improving outcomes. Processes roved sa Early in 2025, we recruiled a new highly-ski15ed Operations Manager, who has laken on the essential task of overseèing daily office functions to ensure the smooth running of the business. This involved organising personnel, providing information, and allocating resour￿$ to guarantee that administrative processes operate both efficiéntly and effeclively. During the review period of 202412025, these key areas of responsibilily included.. IT Supporl - HR Support Estate Management To promote efficiency, compliance, collaboration, effective communication, and coordination, the operations manager analysed various Offi￿ processes-such as file management. invenlory control, slaff productivity and general Offi￿ operations to identify areas for potential improvemenl. 19 AGE UK MERTON TRUSTEES, REPORT (INCLUDING DIRECTORS, REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 IT Support Our priority is for all office technologies to operate smoolhly and effectively, and to Interfa￿ with each other. We have worked to implement seamless IT solutions, including reliable internel connectivity, well*quipped phones, and secure printing capabilities, all of which enhance operational efficiency. Our decentralised IT support system has proven successful in informing, educating, and empowering staff in their decision-making processes. HR Support We have established and maintained a variety of office policies, procedures, and systems to facilitate the efficienl functioning of the organisation. A full digitsl reconfiguration of HR filing has taken plaGe. We have implemented initiatives to support staff development through training and onboarding resources for new hires. We ensured compliance with health and safely policies, fostering a safe and positive work environment at AUKM. Additionally. GDPR guidelines are ￿ntral to OUF operations, wth staff, volunteers and client infomiation stored securely and updated, as necessary. Our well-crafted employee handbook is accessible to all staff and is periodically reviewed. Estate Managemonl The incoming Operations Manager has reviewed Offi￿ layout and has supervised maintenan￿, coordinating necessary repairs with external suppliers and contractors. This included maintsining and upgrading our heating system and rewiring parts of the centre. We adhered to health and safety regulations by arranging regular testing of electrical equipment and safety devices. We have developed comprehensive refurfoishment plans for the front of the house and garden to enhance facilities for staff, volunteers, and clients in the first quarter of next year. Future renovations for the main hall, back office and conservatory will depend on funding availability. With the relocation of stsff from Vestry Hall, we have monitored and optimised office spacè utilisation to identify potential issues of overcrowding or underuse, which informed our decisions regarding office layout and staff relocRtion. A new ho14esking and a hybrid working model has allowed staff to split their lime belween the office and home. This model has been successfully implemented, ensuring ample space for all staff. Our operations Manager remains committed to continually evaluate the efficiency of office processes to identify areas for improvement. Financial review Over the past yearAge UK Merton income has redU￿d marginally. Headline activity for the 2024-2025 Financial Year- Income of £1,227.756 against a budgeted amount of £1,153,845 Expenditure of £1,380,271 against a budgeted amount of £1,298,061 Presenling a year end net loss of £152,515 against a budgeled £144,216 Unrestricted reserve being carried forward to Ihe 24125 financial year of £217,180 Overall the resulls show.. The Trustees recognise that the economic climale is still difficult and may continue to deteriorate wilh limited funding opportunities, which are often short-term. Despite this caution, Age UK Merton has a stable and sound financial position for the foreseeable fvÈure with some confirmed grants and contracts in place until March 2027. -20- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Going Concem The Board of Trustees is of Ihe view that forecast expenditure lo 31 March 2026 will be fully funded from currently approved grants and contracts and from reasonably expected future funding from the same and similar sources. The Board also notes the cover available from Age UK Merton's reserves. Looking further ahead into 2026, 12 months from the date of the Independent Audit of the 2024-25 Financial Statements, the Board of Trustees believes the Charity is well placed to continue to access grants and contracts from local and national funders. The Trustees also believe that the funding from paid-for sewi￿$ will increase by March 2026, though they accept thal there remain economic pressures from increased employment costs. Going con￿rn is assessed quarterty as a standing item on the agènda at Finance Committee. Reserves Poli The Finance Committee conducts a three-monthly review of the level of unrestricted reserves by considering risks associated with various income streams, expenditure plans and balance sheet itemg. Unrestricted funds are available to spend on activities that further any of the purposes of Ihe Charity. Restricted funds are grants or donations which the donor has specified are to be used solely for specific activities or projecls undertaken by the Charily. Reserves are needed to bridge the funding gap between spending on providing services and receiving resources through fundraising and paid-for services. The Trustees have a targel of holding b@iween three and six months of core costs in their unrestricted reserve5 and the target reserves for 6 months core costs is £190,000. The review enables the Committee to determine whether the level of unrestricted reserves is sufficient lo.. allow time for reorganisation ofAge UK Merton'5 work in the event of a downtum in income or asset values protect ongoing work programmes allow the Charity to moet its objectives. As at the end of the year the unrestricted reserve5 held were £217,180. The Committee has considered Ihe Charity Commission's guidance Charrty Reserves.. Building Resilience (January 2016) in undertaking this review. The risks and issues considered include- Level of dependen￿ on any one source of income Likelihood of a downturn in any of the various income streams. Period of time required to re-establish inGome streams Period of time required to downsize or reorganise the Charity operations Potential decrease in the value of the investments Requirements for a reasonable level of working capital. Funds Materially in Deficit The Trustees acknowledge that two funds show as being malerially in deficit at the end of the financial year, Volunteering & Befriending and Community Oulreach. Volunteering & Befriending has proven difficult to find conlinuation funding at the level of its previous capacity and therefore has now reduced its capacity in line with the funding and the deficit on the year will be met from unreslricted funds. Community Outreach funding came to an end during the year and the deficit arises from a conlinuation of the work, met by unrestricted reserves, whilst future funding is sourced. This is for a limited period. Investment Policy and Objectives Aside from retaining a prudent amount in reseNes each year. the Trustees conduct a review of the investment policy for Age UK Merton on an annual basis. The Charity's investment policy is to keep sufficient (xsh levels in a current Bank account to meet the short-lerm needs of the organisation. Amounts above those required for these needs are invested with specialist tharity investmenl managers where a low overall risk and above average rate of interest is received on the deposit. Currently these excess funds are deposited with Charity Offices Investment Fund under their Charities Deposit Fund scheme. in a Virgin Terms Savings ?￿Ount and with Bath Building Society. COIF is regulated by the Financial SeNiees Authority and is an ethical investor. 21 AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Risk Management The Trustees have overall responsibility for ensuring the Charity has th8 most appropriate and effective control systems to safeguard the organisation and any of its assets. These controls protect the organisalion against fraud and other I￿egUlar1ties. This rolè and the associated praCtI￿S offer reassurance that.. The Charrty's assets are safeguarded against unauthorised use or disposition Proper and reliable financial records are maintained The Charity complies with all relevant legislalion and regulations. The Charrty maintained a risk register within the year to allow Trustees to assess risk, existing controls and milig8tions and residual risk, which allows them to identify further actions lo reduce risk further. Risks are categorised by the following headings,. Compliance, Governance, Finance. Operations and External. The Trustees view the risks faced by Age UK Merton to be fairly typical for a local charTty delivering setvices for older adults. However, the risk register is updated frequently with emerging risks discussed by the Trustees to ensure that the overall risk profile of the Charity is kept within reasonable limits. The organisation's policiès and procedures continué to be reviewed on a regular basis. The Board works closely with the senior staff to address iisk within the organisation. This is in addition lo support around financial controls from our Auditor. Operational and Compliance risks are minimi8ed by the implemenlation of appropriate policies and procedures, as well as softer mitigations such as staff welfare and emolional support_ Insurance policies are in pL9ce to cover public liability, premises and contenls, professional indemnity, and volunleers. As is the case with many other charities in the sector, one of the principal risks idenlified by Ihe Trustees relates lo Finan￿$, including competition for funding in an environment where our clients. needs are increasing and resources are deGreasing. To mitigate this, Trustees and senior management team are working to ensure we offer excellent senfices and value for money. We are seeking to demonstrate the qualily and impact of our services to reassure fundets and partners that resources are used efficiently for the best impact on our beneficiaries. -22- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Board Structure and Governance The Trustees (who are also directors of the charitable company for the purposes of the Companies Act 2006) are pleased to present Iheir annual Trustees Report, together with Ihe financial statements for the year ending 31 March 2025, which are also prepared lo meet the requirements for a directors, report and accounts for Comtxnies Act purposes. The Trustees determine staff pay scales and review them on annual basis as part of the annual budgeling process. This includes the review of Ihe remuneralion of key management personnel within the annual review process, The financial statements comply with the Charities Act 2011, the Companies Act 2006, the Memorandum and Articles of Associalion, United Kingdom Generally Accepted Acwunting Practice and Accounting and Reporting by Charities.. Statement of Recommended Practi￿ applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland IFRS 102) (effective 1 January 2019). Principal Activity The charitable companls principal activity for the year, which is ullimately the objects set out in the Articles of Association was to promote the relief of elderly people in any manner which now or hereafter may be deemed by law to be charitable in and around the London Borough of Merton. Governing Document Age UK Merton is a company limited by guarantee governed by its Articles of Association, which were adopted in 2004, revised in 2012 with further revision in November 2015 to amend Section 21 regarding the composttion of the Board of Trustees and further amendment in November 2021 to allow for General Meetings to take place electronically. The Articles were further amended at the Annual General Meeting in November 2024 to specify maximum terms for trusteeship. The geographical scope of the organisation's work encompasses the entire London Borough of Merton. The Charity was originally founded in 1961 and was registered as an uninco￿or8Ied charity with the Charity Commission 30 August 1961. The Charity incorporated 7 July 2004. Age UK Merton is an independenl Charity, responsible for ils own policy, direction and funding. Age UK Merton is also a member ofAge England Associalion. Public Benefit The Trustees have given due consideration to Ihe Charity Commission's published guidance on the Public Benefit requirement under the Charilie8 Act 2011. We have referred to the guidance contained in the Charity CDmmission's general guidan￿ on public benefit when reviewing our aims and objeclives and in planning our future activities. Wè believe that we have complied with the guidance,. and seek to demonstrate this within this report. Our objects and funding limit the servi￿$ we provide to those detailed in our charitable objectives. The Aims of the Charity are to promote the relief of elderly people in any manner, which now and hereafter may be deemed by law to be charitable in and around the London Borough of Mertcn. -23- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Trustees All Trustees give their time voluntarily and receive no benefits from the Charity apart from reimbursed expenses set out in the accounts. The Board of Trustees meets every months and is responsible for governing the affairs of Age UK Merton. The Board agrees the strategic direction to ensure the organisation fuifils its objeotives. It takes overall responsibility for ensuring that the financial. legal and contractual obligations of Ihe Charity are met and that there are satisfactory systems and controls in place. The Board of Truslees receive regular reports from the Finance Committee who oversee the finances of the organisation. The Board has reserved the right to establish working groups from wilhin its members to discuss and make recommendations on specific areas of governance, such as Policies and Procedures. The Chief Executive Officer attends all Board meetings and sub-committee meetings. The Trustees serving during the year and to the date of this report were as follows: B Dillon T Byers R M Batson A Moledina K Murray P W Southgate T Scott E Nutting H Shrimpton (Resigned 20 November 2024) {Appointed 20 November 2024) 24- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) {CONTINUED} FOR THE YEAR ENDED 31 MARCH 2025 Appointment of new Trustees As sel out in the Articles of Association, Trustees are elected at the Annual General Meeting (AGM) and may seNe a term of three years afler which they may be re-elected for a further three years. There must be al least Ihree Charity Trustees. If the number falls below this minimum, the remaining Trustee or Trustees may act only lo call a meeting of the Charity Trustees, or appoint a new Trustee. The person elected Chair may seNe for six consecutive years. The Board can co-opt members during the year to ensure that the Board has a broad range of skills and experience and to facilitate Trustee succession. Trustee recruitment and induction Trustees are reGruited through advertisement, professional, personal and member contscts. We aim to recruit local people or people whose skills the Board have identified as needed. The Trustees endeavour to ensure there 15 a balance of skills, gender, age, ethnicity, disability, sexual orienlation, culture, politics or religious belief which reflects the diversily of our community and best represents older adults in Merton. New Trustees are given an induclion pack and training to brief them on their Segal obligations under charity and Gompany law, the Charity Commission guidance on public benefit and inform them of the content of the Articles of Association. Further training is offered on a regular basis to all Board members and Trustees are encouraged to attend appropriate external Iraining events where these will facilitate the undertaking of their role. Management Day-t041ay management and decision making of the Charity is delegated to the Chief Executive OffI￿r who works closely with executive team and other management staff to deliver the Charity's strategic objectives. The Chiet Executive Officer reports to the Chair and the Board. EXECUTIVE TEAM Sarah Goad CEO Helen Regan Head of Sèrvices Rebecca Williams Head of Finance Recruitment The Charily is committed to recruiting talented, dedicated people who share our values and represenl the diversity of both Merton and its older adult population. We are actively seeking lo recruit candidales who will increase the diversity of our team. All candidates are assessed and recruited following our Recruitment Policy. Training Training for our staff and volunteers is a critical aspect of our Strategic Plan. We have implemented a full suile of accessible online Mandatory Training to facilitate bolh individual and team development. Training is a separate budgetary heading allowing the Board and Chief Executive to align the training plan and financial resour￿$ required in the financial planning cycle. The Charity offérs core online training for all new starters. In addition. role specific training based on an individual's development needs is offered throughout the year and following appraisal. -25- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Related parties and C￿OperatIon with olher organisations None of our Trustees receive remuneration or other benefit from their work with the Charity. Any rnnnection between a Trustee or Senior Manager of the Charity with service user, extemal contractor, staff member or supplier of services must be disclosed to the full board of Trustees in the same way as any olher contractual relationship with a related party. All related party transactions are managed in accordan￿ with the Charity's conflicts of interest policy. Any related party transactions were reported in note 14 of the accounts. Our Age UK Merton wishes to thank all of our supporters for their generosity over the last year. No matter how large or small, each contribution makes a difference. Over the year, the Charity has benefitted from supporl from a number of new partners, in addition to help from long- term supporters. We rely on funding from a variety of sources, including our clients, who pay for our high-quality services. We Ihank them for choosing the Charity as a service provider and aspire to continue to provide the highest quality support to help them love laler life. In addition, we thank our local partners, London Borough of Merton Council and Clarion Housing. We ale privileged to enjoy such strong partnerships with local partnets, who share our passion for the health and wellbeing of Merton's older adults. We also thank partners from further afield who have chosen to invest in Merton. In particular, we are grateful to the National Lottery Community Fund, Age UK, Henry Smith Charitable Foundation, Vernon Ely, City Bridge Trusl and John Horseman Charitable Trust, Screwfix Foundalion, Tesco's Foundation. This support from nalional funders is testament lo the needs of older adults in Merton and our unique position to help everyone love later life. Finally, we pay our sincere thanks to all those individuals who have made donations or attended our fundraising events over the last year. Every penny donaled is put to good use in our efforts to make Merton a great pla￿ to grow old. Statement of trustses, responsibilities The trustees, who are also the directors of Age UK Merton for the purpose of company law, are responsible for preparing the Trustees, Report and the financial statements in accordance with applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practice). Company law requires the truslees to prepare financial statemenls for each financial year which give a Irue and fair view of the slate of affairs of the charitable company and of the incoming resources and application of resources, including the income and expenditure. of the charitable company for thal year. In preparing these financial statements, Ihe trustees are required to= select suitable accounling policies and then apply them consistently., obseNe the methods and principles in Ihe Charities SORP 2019 (FRS 102). make judgements and estimates that are rèasonable and prudent., and prepare the financial stalements on the going concern basis unless it is inappropriate to presume that the charitable company will continue in operation. The trustees are responsible for keeping adequate accounting records Ihat disclose with reasonable accuracy at any time the financial position of the charitable company and enable them to ensure that the financial statements comply with the Companies Aol 2006. They are also responsible for safeguarding the assets of the charitable company and hence for taking reasonable steps for the prevention and detection of fraud and other irregularities. The truslees are responsible for the maintenance and integrity of the charity and finanaal information included on the charitable company's website. Legislation in the United Kingdom governing the preparation and disseminalion of finanGial statemenls may differ from legislation in other jurisdictions. -26- AGE UK MERTON TRUSTEES. REPORT (INCLUDING DIRECTORS. REPORT) {CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Auditor In accordance with the company's articles, a resolution proposing ihat Kingston Burrowes Audit Ltd be reappointed as auditor of the company will be put at a General Meeting. Dlsclosure of information to auditor Each of the trustees has confirmed that there is no information of which they are aware which is relevant to the audit, but of which the auditor is unaware. They have further confirmed that they have taken appropriate steps to identify such relevant information and to establish that the auditor is aware of such information. The twstees, report was approved by the Board of Trustees. T Byers Chair Date.. ..8th October 2025.. -27- AGE UK MERTON INDEPENDENT AUDITOR'S REPORT TO THE MEMBERS OF AGE UK MERTON Opinion Wo have audited the financial slatements ofAge UK Merton (the 'charitable company'} for the year ended 31 March 2025 which comprise the statement of financial aclivities, the balance sheet, the statement of cash flows and nDtes to the financial statements, including significant accounting policies. The financial reporting framework that has been applied in their preparation is applicable law and United Kingdom Accounting Standards, including Financial Reporting Standard 102 The Finanoial Reporting Standard applicable in the UK and Republic of I￿land {United Kingdom Generally Accepted Accounting Practice). In our opinion, the f5nancial 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 accordan￿ wilh United Kingdom Generally Accepted Accounting Practic*; and have been prepared in accordance with the requirèments of Ihe Companies Act 2006. Basis for opinion We conducted our audit in accordance with Internalional Standards on Audiling {UK) (ISAS (UK)) and applicable law. Our responsibilities under those standards are further described in the Audrfors responsibilities for the audit ol th8 finanGi81 statements section of our report. We are independent of the charitable company in accordance with the ethical requirements that are relevant to our audil of the financial ststements in the UK, including Ihe FRC'S Ethical Standard. and we have fulfilled our olher elhical responsibililies in accordan￿ with these requirements. We believe that the audil eviden￿ we have obtained is sufficient and appropriate to provide a basis for our opinion. Conclusions relating to going concern In auditing the financial statements, we have concluded that the trustees. use of the going concem basis of aGcounting in the preparation of the financial slatements is appropriate. Based on the work we have performed, we have not identified any material Un￿rtaIntieS relating lo events or conditions that, individually or collectively, may casl significant doubt on Ihe charttable company's ability to ¢ontinue as a going concern for a period of at least twelve months from when the financial statements are authorised for issue. Our responsibilities and the responsibilities of the truslees with respect to going concern are described in the relevant sections of this report. othor infomiation The other information comprises the infomiation included in the annual report other than the financial statements and our auditorfs report thereon. The trustees are responsible for the olher information contained within the annual report. Our opinion on Ihe financial statements does not cover thé other infomiation and, eX￿p1 to the extent otherwise explicitly slated in our report, we do not express any form of assurance conclusion thereon. Our responsibility is to read the other information and, in doing so, consider whether the other information is materially inconsistent with the financial staléments or our knowledge obtsined in the course of the audit, or otheTwise appears to be materially misstated. If we identify such material inconsistencies or apparent material misstatements, we are required to determine whether this gives rise to a material misslatement in the financial stalements themselves. If, based on the work we have perfomied, we conclude that there is a material misslatement of this other infomialion. we are required to report that fact. We have nothing to report in this regard. 28- AGE UK MERTON INDEPENDENT AUDITOR'S REPORT (CONTINUED) TO THE MEMBERS OF AGE UK MERTON Opinions on other matters prescribed by the Companies Act 2006 In our opinion, based on the work undertaken in the course of our audit= the information given in the trustees, report for the financial year for which the financial statements are prepared, which includes the directors, report prepared for the purposes of company law, is consistent with the financial statements., and the direclors, report included within the trustees, report has been prepared in accordance wilh applicable legal requirements. Matters on which we are required to report by exception In the light of the knowledge and understanding of the charitable company and its environment obtsined in the course of the audit, we have not identified material misstatements in the directors. report included within the trustees, report. We have nothing to report in respect of the following matters in relalion lo which the Companies Act 2006 requires us to report to you if, in our opinion: adequate accounting records have not been kept, or retums adequate for our audit have not been received from branches not visited by us., or the financial statements are not in agreement with the accounting records and returns; or certain disclosures of t￿Stees, remuneration specified by law are not made., or we have not received all the information and explanations we require for our audit., or the trustees were nol entitled to prepare Ihe financial statements in accordance with the small Gompanies regime and lake advantage of the small companies, exemptions in preparing the trustees, report and from Ihe requirement to prepare a strategic report. Responsibilities of trustees As explained more fully in the ststement of trustee8' responsibilities, the trustees, who are also Ihe directors of the charitable company for the purpose of company law. are responsible for the preparation of the financial statements and for being satisfied that Ihey give a true and fair view, and for such internal control as the tNstees detemiine is necessary lo enable the preparation of financial statements Ihal are free from material misstatement, whether due to fraud or error. In preparing the financial statements, the trustees are responsible for assessing the charitable company's ability to continue as a going concern. disclosing. as applicable. matters related to going concern and using the going concern basis of accounting unless the truslees either intend to liquidate the charitable company or to cease operations, or have no realistic aliernative but lo do so. Auditor's responsibilities for the audit of the financial statements Our objectives are to obtsin reasonable assuran￿ about whether the financial statements as a whole are free from material misstatement, whether due lo fraud or error, and to issue an auditor's report that includes our opinion. Reasonable assurance is a high level of assurance but is not o guarantee that an audit conducted in accordance with ISAS (UK) will always dete¢t 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 laken on the basis of these financial staternents. -29- AGE UK MERTON INDEPENDENT AUDITOR'S REPORT (CONTINUED) TO THE MEMBERS OF AGE UK MERTON Irregularities, including fraud, are instsnces of non-compliance with laws and regulations. We design procedures in line with our responsibilFties, outlined above, to detect material misstatements in respect of irregularitie5, including fraud. The extent to which our procedures are capable of detecting irregularities, including fraud is detailed below.. Enquiry of management and those charged with governance about actual and potential lÉtigation or daims and the identification of non-compliance with laws and regulations. Reviewing minutes of meetings of those charged with governance. Reviewing financial statement disclosures and testing to supporting documentation to assess complian with applicable laws and regulations. Auditing the risk of management override of controls. including testing journal entries and other adjustments for appropriateness., assessing whether the judgements made in making accounting estimates are indicative of a potential bias- and evaluating the business rationale of any significant transactions that are unusual or outside the nomial course of business. Performing analytical procedures to identify any unusual or unexpected relationships that may indicate risks of material misstatement due to fraud. Professional scepticism in course of the audit and with audit sampling in material audit areas. Because of the inherent limitations of an audit, there is a risk that we will not detect all irregularities, including those leading to a material misstatement in the financial statements or non-compliance with regulation. This risk increases the more that compliance with a law or regulation is removed from the events and transactions reflected in the financial statements, as we will be less likely to become aware of instances of non-compliance. The risk is also greater regarding irregularities occurring due to fraud rather than error, as fraud involves intentional concealment, forgery, collusion, omission or misrepresentation. A further description of our responsibilities is available on the Financial Reporting Council's website at: https=Il v4ww.frc.org.uklauditorsresponsibilities. This description forms part of our auditor's report. Use of our report This report is made solely to the charitable company's members, as a body, in accordance with Chapter 3 of Part 16 of the Companies Act 2006. Our audit work has been undertaken so that we might state to the charitable company's members those matters we are required to state to them in an auditor's report and for no other purpose. To the fullest extent permitted by law, we do not accept or assume responsibility to anyone other the charitable company and the charitable company's members as a body, for our audit work, for this report, or forthe opinions we have formed. Kevln Fisher BA FCA CTA (Senior Statutory Auditor) For and on behalf of Kingston Burrowes Audit Ltd, Statutory Auditor Chartered Accountants 308 Ewell Road Surbiton Surrey Iff6 7AL 13 October 2025 AGE UK MERTON STATEMENT OF FINANCIAL ACTIVITIES INCLUDING INCOME AND EXPENDITURE ACCOUNT FOR THE YEAR ENDED 31 MARCH 2025 Unrestricted Restricted funds funds 2025 2025 Total Unrestricted Restricted funds funds 2024 2024 Total 2025 2024 Notes Income from: Donations and legacies Charitable activities Other trading activities Investments 59,132 295,697 1,052 11,074 59,132 860,801 1,156,498 1,052 11,074 73,604 280,946 1,252 13,044 73,604 886,457 1.167,403 1,252 13,044 Total income 366,955 860,801 1,227,756 368,846 886,457 1,255,303 Expenditure on: Raising funds Charitsble activities 2.979 519,236 2,979 858,056 1,377.292 2,239 401,932 2,239 872,430 1,274,362 Total expenditure 522.215 858,056 1,380,271 404,171 872,430 1,276,601 Net gainsl(losses) on investments 13 (1,610) (1,610} 2,833 2,833 Net incomel(expenditure) and movement In funds (156,870) 2.745 (154,1251 (32,4921 14,027 (18,465) Reconciliation of funds". Fund balances at 1 April 2024 374,050 156,039 530,089 406,542 142,012 548,554 Fund balances at 31 March 2025 217,180 158,784 375,964 374,050 156,039 530,089 The statement of financial activities includes all gains and losses recognised in the year. All income and expenditure derive from Continuing activities. The notes on pages 34 to 46 form part of these financial statements. 31 AGE UK MERTON BALANCE SHEET AS AT 31 MARCH 2025 Z025 ZQZ4 Note5 Flxed assets Tangible assets Investments 15 16 2,385 32,062 2,471 33,672 34,447 36,143 Cu￿ent assets Debtors Cash at bank and in hand 18 49,268 505,654 95,950 608.571 554,922 704,521 Credito￿. amounts falling due within one year 19 (213,405) (210.575) Net current assets 341,517 493.946 Total assets less ¢urrent liabilities 375,964 530,089 The funds of the charitable company Restrirted income funds Unreslricted funds 22 23 158.784 217.180 156,039 374,050 375,964 530,089 The notes on pages 34 to 46 form part of these financial statements. Th financial slalements were approved by the tnjstees on .8th.October.2025................ illon reasurer T Byers Chair Company registration number 05173595 (England and Wales) -32- AGE UK MERTON STATEMENT OF CASH FLOWS FOR THE YEAR ENDED 31 MARCH 2025 2025 2024 Notes Cash flo￿￿ from operating activities Cash (absorbed by)/generated from operations 26 (113,991) 22,909 Investing activities Purchase of tangible fixed assets Investment income received (259) 13.044 11.074 Net cash genèrated from investing activities 11,074 12,785 Net cash generated from financing actlvltles Net (decrease)linerease in cash and cash equivalènts {102,917) 35,694 Cash and cash equivalenls al beginning of year 608,571 572,877 Cash and cash equivalents at end of year 505.654 608,571 The notes on pages 34 to 46 form part of these financial statements. -33- AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2025 Aecounting policies Charlty information Age UK Merton is a private company limited by guarantee incorporated in England and Wales. The registered office is 277 London Road, Mitcham, Surrey, CR4 3NT. In Ihe event of the charity being wound up, Ihe liability in respect of the guarantee is limited to £1 per member of the charity. 1.1 Basis of prèparation The financial statements have been prepared in accordance with the charitable company's governing document, the Companies Act 2006, FRS 102 "The Financial Reportin9 Standard applicable in the UK and Republic of Ireland" and the Charities SORP "Accounting and Reporting by Charities.. Statement of Recommended Practice applicable to charilies preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 1021" The charitable company is a Public Benefit Enlity as defined by FRS 102. The financial slatements are prepared in sterling, which is Ihe functional currency of the charitable company. Monetary amounts in these financial statements are rounded lo Ihe nearest £. The financial statements have been prepared under the historical cost convention, [modified to include the revaluation of freehold properties and to include investment properties and certain financial inslruments at fair valuel. The principal accounling policies adopted are set out below. 1.2 Going concern At the time of approving the financial statements, the Irustees have a reasonable expectation that the charitable company has adequate resources to continue in operational existence for the foreseeable future. Thus the trustees continue lo adopt the going concern basis of accounting in preparing the financial statements. 1.3 Charitablè funds Unrestricled funds are available for use at the discretion of the trustees in furtherance of their charitable objectives. Restrided funds are subject to specific conditions by donors or grantors as to how they may be used. The purposes and uses of the reslricied funds are set out in the notes lo the financial statements. Endowment funds are subject lo specific conditions by donors that the capital must be maintained by the oharitable company. 1.4 Income Income is recognised when the charitable company is legally entitled to it after any performance conditions have been met, the amounts can be measured reliably, and it is probable that income will be re￿ived. Cash donations are recognised on receipl. Other donations are recognised once the charitable company has been notified of the donation, unless performance conditions require deferral of the amount. Income tax recoverable in relation to donations received under Gift Aid or deeds of covenant is recognised at the time of the donation. Legacies are recognised on receipt or otheTwise if the Charitable company has been notified of an impending distribution, the amount is known, and receipt is expected. If the amounl is not known, the legacy is treated as a contingent asset. 34- AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Accounting policies (Continued) 1.5 Expendlturo Expenditure is recognised once there is a legal or constructive obligation to transfer economic benefit to a third paty, it is probable that a transfer of economic benefits will be required in settlement, and the amount of the obligation can be measured reliably. Expenditure is classified by activty. The Gosts of each aGtivity are made up of the total of dir* costs and shared costs, including support costs involved in undertaking eaoh aotivity. Direct costs attributable to a single activity are allocated directly io thal aclivity. Shared costs which conlribute to more than one activity and support costs which are not attributable to a single activity are apportioned between those aotivitEs on a basis consistent with the use of resources. Central staff costs are allocated on the basis of time spent, and depreciation charges are allocated on the portion of the assel's use. 1.6 Tangible fixed assets Tangible fixed assets are initially measured at cost and subsequently measured at cost or valuation, net of depreciation and any impairment losses. Depreciation is recognised so as to write off the cost or valuation of assets le5S their residual values over their useful lives on the following bases.. Plant and equipment 330/0 on cost The gain or loss arising on Ihe disposal of an asset is detemined as the difference between the sale proceeds and the carrying value of the asset, and is recognised in the statement of financial activities. Individual assets costing £1.000 or more are capitalised at cost and depreciated over their eslimated use￿1 economic lives on a straight-line basis. 1.7 Fixod assot investments Fixed asset investments are inwtially measured al transaction pri￿ excluding transaction costs, and are subsequently measured at fair value al each reporting date. Changes in fair value are recognised in net incomel(expenditure) for the year. Transaction costs are expensed as IncU￿ed. 1.8 Impainnent of fixed assets At each reporting end dale, the charitable company reviews the carrying amounts of its tangible assels to detemiine whelher there is any indication that those assets have SLrffered an impairment loss. If any such indication exists, the recoverable amount of the asset is estimated in order to determine the extent of the impairment loss {if any). 1.9 Cash and cash equivalents Cash and cash equivalents include cash in hand, deposits held at call with banks, other short-term liquid investments with original maturities of three months or less, and bank overdrafts. Bank overdrafts are shown within borrowings in current liabilities. 1.10 Financial instruments The charitable company has elected to apply the provisions of Section 11 'Basic Financial Instruments, and Section 12 '0ther Financial Instruménts Issues, of FRS 102 to all of its financial instruments. Financial instnjments are recognised in Ihe charitable companls balance sheet when Ihe charitsble company becomes party to the contractual provisions of the instrument. Financial assets and liabilrties are offset, with the net amounls presented in the financial statements, when the￿ is a legally enforceable right to set off the recognised amounts and there is an intenlion lo settle on a net basis or to realise the asset and settle the liability simultaneously. 35- AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Accounting policies (Continued) Basic finan¢ial assets Basic financial assets, which include debtors and cash and bank balances, are initially measured at transaclion price including Iransaction costs and are subsequenlly carried at amortised cost using the effective interest method unless the arrangemenl constitutes a financing transaction, where the transaction is measured at Ihe present value of the future receipts discounted at a market rate of interest. Financial assets classified as re￿Ivable within one year are not amortised. Basio finan¢i41 liabilities Basic financial liabilities, including creditors and bank loans are initially recognised at transaction price unless the arrangement constitutes a financing transaclion, where the debl inslrument is measured at the present value of the future payments discounted at a market rate of interest. Financial liabilities classified as payable within one year are not amortised. Debt instruments are subsequenlly carried at amortised cost. using Ihe effective interest rate method. Trade creditor5 are obligations to pay for goods or services that have been acquired in the ordinary course of operations from suppliers. Amounls payable are classified as currenl liabilities if payment is due within one year or less. If not, they are presented as non-CLsrrent liabilities. Trade creditors are recognised initially al transaction price and subsequently measured at amortised cost using the effeclive interest method. Derecognition of financial liabilities Financial liabilities are derecognised when the charitable company's contractual obligations expire or are discharged or cancelled. 1.11 Employee benefits The cost of any unused holiday entitlement is recognised in the period in which the employee's services are received. Termination benefits are recognised immediately as an expense when the charitable company is demonstrably committed to temiinate the employment of an employee or to provide lerminalion benefits. 1.12 Retirem8nl benefits Payments to defined contribution relirement benefit schemes are charged as an expense as they fall due. 1.13 Corporation Taxation The Charity is exempt from tax on income and gains falling within Section 505 of the Income and Corporation Taxes Act 1988 or Section 256 of the Taxation of Chargeable Gains Act 1992 to the extent that these are applied to its charitable objects. 1.14 Grant making to individuals Grant applications are considered by the Finance Sub Committee on a frequent basis and the average grant is £250. Critical accounting estimates and judgements In the application of the ch8rrLable company's accounting policies, the trustees are required to ft￿ke judgements, estimates and assumptions about the carrying amount of assels and liabilities that are not readily apparent from other sources. The estimates and associated assumptions are based on hislorical experience and other factors Ihat are considered to be relevanl. Actual results may differ from these estimates. The estimates and underlying assumptions are reviewed on an ongoing basis. Revisions to accounting estimates are recognised in the period in whiGh the eslimate is revised where the revision affects only that period, or in the period of the revision and future periods where the revision affects both current and future periods. -36- AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Income from donations and legacies Unrestricted Unrestricted funds funds 2025 2024 Donations and gifts Legacies 59,132 72,604 1,000 59,132 73.604 Income from charitable activilies Unrestricted Restricted funds funds 2025 2025 Total Unrestricted Restricted funds funds 2024 2024 Total 2025 2024 Providing services to older adults Charitable income 295.697 860,801 1,156,498 280,948 886,457 1,187,403 Income from other trading activities Unrestricted Unrestricted fund5 funds 2025 2024 Fundraising events 1,052 1,252 Income from investments Unrastrictod Unrgstricted funds fund$ 2025 2024 Interest receivable 11,074 13,044 -37- AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Expendlture on raising funds Unre$tricted Unroslri¢ted funds funds 2025 2024 Fundraising and publicity Other fundraising costs 2,979 2,239 Expenditure on charitable activltles Providing Providing services for Services for older adult5 older adults 2025 2024 Direct Costs Staff costs Project costs Office costs Premises costs Vehicle costs Volunteer expenses Staff other costs 809,999 154.131 29.357 78,565 55 2,238 16,816 767.857 151.337 28,635 35,423 945 1,849 13,721 1,091,161 999,767 Share of support and governance costs (see note 9) Support 286,131 274,595 1,377.292 1,274,362 Analysis by fund Unrestricted funds Reslricted funds 519,236 858.056 401.932 872,430 1,377,292 1,274,%2 -38- AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS {CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 Support costs allocated to activities 2025 2024 Staff cosls Depreciation Premises costs Office costs Consultancy fees Bank charges Governan￿ costs 177,083 86 35,362 31,676 26,357 2,216 13,351 158,424 85 42,034 29,780 26,713 2,344 15,215 286,131 274,595 Analysed between: Providing seNices for older adults 286,131 274,595 10 Net movement in funds 2025 2024 The net movement in fijnds is stated after chargingl(crediting}= Fees payable for the audit of the charity's financial statements Depreciation of owned tangible fixed assets 5,192 6,344 85 11 Trustees None of the trustees (or any persons connected with them) received any remuneration or benefits from the charitable company during the year. 12 Employeos The average monthly number of employees during the year was: 2025 Number 2024 Number Senior management team Other direct charitable staff At Home with Age UK Merton 16 20 16 Total 45 AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 12 Employees (Continued) Employment ¢osts 2025 2024 Wages and salaries Social security costs Other pension costs 891,793 69,817 25,472 840,122 63.905 22.254 987,082 926,281 The company has a defined contribulion pension scheme, which all ernployees are entitled to join. The company conlributes 40fi and the employees contributed 40/0 and employees may make further additional voluntary contributions The number of employees whose annual remuneraiion was more than £60,000 is as follows: 2025 Number 2024 Number £70,001- £80,000 Remuneration of key management personnel The remuneration of key management personnel was as follows: 2025 2024 Aggregate compensation 88,970 81,638 13 Gains and losses on invostments Unr8stricted Unrestricted funds funds 2025 2024 Gainsl(losses) arising on-. Revaluation of investments 11,610) 2,833 14 Taxatlon The charity is exempt from taxation on its activities because all its income is applied for charitable purposes. -40- AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS (CONTINUED} FOR THE YEAR ENDED 31 MARCH 2025 15 Tangible fixed assets Plant and equlpment Cost At 1 April 2024 11.946 At 31 March 2025 11,946 Depreclatlon and Impalrment Al 1 April 2024 Depreciation charged in the year 9,475 86 At 31 March 2025 9,561 Carrying amount At 31 March 2025 2.385 Al 31 March 2024 2,471 16 Fixed asset investmènts Listed investmants Cost orvaluation At 1 April 2024 Valuation changes 33,672 (1,610) At 31 March 2025 32,062 Carrying amount At 31 March 2025 32,062 At 31 March 2024 33,672 Listed investments consist of COIF Charities Inveslmenl Fund Income Units. These have been included at bid market value price. There were no investrnenl assets outside the UK. 2025 2024 Listed investments carrying amount 32,062 33,672 41 AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS {CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 17 Contingént assets Total contingent assets as at 31 March 2025 is £300,079 (2024.. £812,918). 18 Debtors 2025 2024 Amounts falling due within one year: Trade debtors Other debtors Prepayments and accrued income 20,173 50 29,045 43,383 52.567 49,268 95,950 19 Creditors: amounts falling due within one year 2025 2024 Notes Other taxation and social security Deferred income Trade creditors Other creditors A￿rualS 18,159 176,534 4.202 4,139 10,371 17,435 173,638 3.257 4,954 11,291 20 213,405 210,575 20 Deferred incomo 2025 2024 other deferred income 176,534 173.638 Deferred income is included in the financial statements as follows.. 2025 2024 Deferred income is included within: Current liabilities 176,534 173,638 Movements in the year.. Deferred income at 1 April 2024 Released from previous periods Resources deferred in the year 173,638 (173,638) 176,534 115,371 {115,371) 173.638 Deferred income at 31 March 2025 176.534 173,638 -42- AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 21 Retirement benefit schemes 2025 2024 Defined contribution schemes Charge to profit or loss in respect of defined contribution schemes 25.472 22,254 The charitable company operates a defined contribution pension scheme for all qualifying employees. The assels of the scheme are held separately from those of the charitable company in an independently administered fund. 22 Restrlcted funds The restricted funds of the charity comprise the unexpended balances of donations and grants held on trust subject to specific Gonditions by donors as to how they may be used. At 1 April 2024 Incoming resources Resources At 31 March expended 2025 Grants to individuals Health Programmes Information and Advi Love Laler Life Volunteers and Befriending Activities Direct servI￿s Partner & Community Outreach Worker At Home Age Uk Merton Overheads 4.888 66,263 116,549 13,657 {31.118) 35 5,724 (19.959) 4,888 117,142 116,139 1,097 {78,1071 35 298,217 372,777 37.630 114.417 1247,338} (373,187} (50,190) {161,406} (5,724) (15,623) (3,870) 1718) 25,172 3.870 8,718 (10,4101 8,000 156,039 860.801 {858,Q56} 158,784 Previous yèar: At 1 April 2023 Incomtng resources Resources At 31 March expended 2024 Grants to individuals Health Programmes Infomiation and Advice Love Later Life Volunleers and Befriending Activities Direct Servi Partner & Community OLrtreach Worker At Home with Age UK Merton Overheads 4,888 3,450 89,606 3,683 1,071 11,158 28,156 4,888 66,263 116,549 13,657 (31,118) 35 5,724 (19,959) 331,103 325,264 80,529 109,250 5,533 6,787 3,618 16,250 8,125 (268,290) (298,321) (70,555) (141.439) (16,656) (29,219) (23,575) (16,250) {8,125) 142,012 886,457 (872,430) 156.039 -43- AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 22 Restrict8d funds (Continued) Direct SeNlcos -At Home with Age UK Merton Direct Services incorporates our At Home and Happy Feet service. Al Home provides regular domestic support to help maintain independence in later lif&. At Home with Age UK Merton also includes our Happy Feet- Foolcare Service. Bolh the At Home Service and Happy Feet are paid for seNices, with clients paying a fee to receive the services. Grants to Individuals These funds provide us with a resource for making small grants trj older people in particular need across Merton, Ihe average grant being £250. Health Care Programmes This incorporates Ihe Living Well and Living Well Plus Servi￿$. Llvlng Well This service is funded by the London Borough of Community Partnership Programme and Better Care Fund through which Age UK Merton works in partnership with other voluntary secloi organisations and Adult Social Care lo support older Merton residenls with their social, emotional and nutritional needs. We receive referrals from Adult Social Care and provide individuals Wth a person-centred assessment to improve individual's overall wellbeing, safety and social connection. Living Well Plus The service provides one-towone support for older adults experiencing low-level hoarding and clutter issues. The service seeks to enable the individuals to improve home safely, addres5 the root causes of the issue and improve health and wellbeing. Information and Advice Service This service is to help people in the communily to claim a range of welfare benefits and assist with other issues such as housing, social care etc. We provide an appoinlmenl service at our offices -giving advice over the phone and, increasingly, by email- provided by specialist information and advice staff. We received funding the National Lottery Community Fund to help develop this service over five years with key objectives around improving access, quality, information governance and positive outcomes for clients in areas like benefits assessmenl. We have also provide a Warm & Well in hherton servi￿. The funding is provided by the London Borough of Merton for an adviser specialising in income maximisation, health, housing and community care advice. During the year, Age UK Merton, along with Wimbledon Guild, was funded by Ihe London Borough of Me rton to provide the Community Response Hub, which was established to support vulnerable residents to access food. practical and emolional support during the pandemic. This service was extended to June 2025. Love Later Llfo Including Activities The Servi￿ provides a programme of activities running Monday to Friday in our Centre and across the Borough, supporting people to stay active in body and mind. These services are largely funded throug h client ncome but we have received support to help subsidise costs and support specific activities. During the year we have seen a sleady increase in thè variety and localions of these activities, with new particular interest in the Singing For Fun and poety sessions. This Servi￿ also provides a healthy lunch each day during the week, with a special. themed lunch once a month. Volunteering and Befriendlng We have been funded by London Borough of Merton for the provision of the Merton Befriending Scheme, working in an innovative collaboration with the Wimbledon Guild of Social Welfare to ensure the delivery of high- quality befriending serviees for isolated older people. We also received funding to pilot a Connect and Befriend seNice. providing a befriending scheme lo those that are experiencing complex mental health issues. AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 22 Restricted funds {Continued) Project & Community Outreach Worker Payments Age UK special reserves have provided funding for a part time community outreach worker to engage with the wider older community in Merton, helping to expand the reach our services and ensure that we are able to provide the support needed to older people across the Borough. Further funding is expected for both of the funds that are in deficit and we are confident in raising these funds in Ihis financial year to cover the previous year's deficit and maintain the service as it is. 23 Unrestrfctod funds The unrestricled funds of the charity comprise the unexpended balances of donations and grants which are not subject to specific conditions by donors and grantors as to how they may be used. These include designated funds which have been set aside out of unrestricted funds by the trustees for specific purposes. At 1 April 2024 Incoming resources Resources expended Gains and At 31 March losses 2025 Designated fund Buildings and maintenance General funds 110,105 263,945 110,105 107,075 366,955 (522,215) 11,610) 374,050 366,955 (522,215} (1,610) 217,180 Previous year: At 1 April 2023 Incomlng Resources resources expended Gains and At 31 March losses 2024 110,105 296,437 110.105 263,945 General funds 368,846 1404,171) 2,833 406.542 368.846 1404.171) 2,833 374,050 24 Analysis of net assets between funds Unrestrlcted funds 2025 Restricted fund$ 2025 Total 2025 At 31 March 2025: Tangible assets Investmenls Current a5setsl(liabilities> 2,385 32,062 182,733 2,385 32.062 341,517 158,784 217,180 158,784 375.964 -45- AGE UK MERTON NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025 24 Analysis of net assets between funds (Continued) Unrestricted funds 2024 Restrictsd funds 2024 Total 2024 At 31 March 2024: Tangible assets Investments Currenl assetsl(liabiltties) 2,471 33,672 337,907 2,471 33,672 493,946 156.039 374,050 156,039 530.089 25 Related party transactions There were no disclosable related party transaclions during the year {2024 - none}. 26 Cash (absorbed by)Igeneratod from operations 2025 2024 Deficit for the year (154,125} (18.465) Adjustments for: Investment income recognised in ststemenl of financial activities Fair value gains and losses on investments DeP￿CIatIon and impaimient of tangible fixed assets (11.074) 1,610 86 (13,044) {2.833) 85 Movements in working capital: Decrease in debtors {Decrease} in creditors Increase in delerred income 46,682 (66) 2,896 3,092 (4,193) 58,267 Cash (absorbed by)Igenerated from operations (113,991) 22,909 27 Analysis of changes In net funds The charitable company had no malerial debl during the year. -46-