2024-03-31-accounts

Citizens Advice Darlington, Redcar and Cleveland

ANNUAL REPORT

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G U ISBO R O U G H - IA N PA R K ES - G U ISBO R O U G H PR IO R Y A T SU N SET 4 - C C BY-N D 2.0
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Company limited by guarantee No. 5562437 Charity Registration No. 1112414

WE ARE CITIZENS ADVICE DARLINGTON, REDCAR AND CLEVELAND

We aim to provide the advice people need for the problems they face and improve the policies and practices that affect people's lives.

We value diversity, promote equality and challenge discrimination.

We provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities.

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C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D

CONTENTS

Chair's annual report	Page 3
Chief Executive’s Report	Pages 4 - 7
What we do	Page 8
Our impact on Darlington	Pages 9 - 10
Our impact on Redcar & Cleveland	Pages 11 - 12
Our Service	Pages 13 - 24
Volunteers	Pages 25 - 27
Our Work in the community	Pages 28 - 32
Case studies	Pages 33 - 42
Client profiles Darlington	Page 43
Client profiles Redcar & Cleveland	Page 44
Clients comments	Pages 45 - 46
Structure, governance and management	Pages 47 - 48
Objectives and activities	Pages 48 - 49
Financial review	Page 49
Data protection	Page 50
Big thank you	Pages 51 - 52
Who's who	Page 53
We have volunteer roles in your area	Page 54

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CHAIR'S ANNUAL REPORT

2023 - 24

When people seek our help, it is usually due to an immediate problem. The unpaid utilities bill. Unaffordable baby food. The month-end rent is due—that snapshot in time. What our Advisers seek to do is to look at the bigger picture. What are the events which led up to the client's problem? What additional problems might they face in the coming months? Very much like our financial statements, there are past and future events. All of that needs to be understood to give the client the correct advice. Particularly looking forward, if we can predict or anticipate some future problem arising for the client, then perhaps we can take action now to avoid or mitigate that problem.

As always, I will close by thanking our staff and volunteers. The volunteers outnumber paid staff by a ratio of 2:1, and we couldn’t operate without them. My colleagues on the Board are also volunteers. We all give our time freely because we care about our

communities. Thank you also to our partner organisations, in local government and health care. Working together with common aims achieves a more positive outcome for the client.

Robert Murphy

Chair of Trustee Board

That is perhaps the best part of Citizens Advice. The experienced Advisers have seen it (or something similar) all before. As the saying goes, prevention is better than cure. If we can do that, we will.

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PA G E 03 C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D
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CHIEF EXECUTIVE’S REPORT

2023 - 24

Welcome to our 2023-2024 Annual Report. Due to the cost of living, demand for our services continues to rise, with higher expenses and tightened belts of funders and supporters. People are seeking help with increasingly complex and multi-faceted problems. I am proud of our staff and volunteer teams' commitment to delivering high-quality services. Similarly, the partnerships fostered with other organisations, including the Councils - Darlington Borough Council Redcar and Cleveland Borough Council have enabled even more impactful and efficient results for the people we support. Equally, I have been delighted to see the passion of volunteers and staff in their research and Campaign work and in improving the policies and practices that impact local people's lives. A big thank you to our partners and supporters for their continued support and for helping us to meet best the needs of the communities we serve in Darlington and Redcar, and Cleveland.

Helen Howson

Chief Executive

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Economic value of volunteering at Citizens Advice Darlington, Redcar and Cleveland

Volunteer Roles

Equivalent paid job - Annual Survey of Hours and Earnings 2021/22 Hourly rate Annual hours Annual value

Generalist Adviser Generalist Adviser Trainees Triage Assessor Research and Campaigns Advice Session Supervisor Reception / Office Admin Trustee

Associate professional and technical occupations £18.23 6,240 £113,755 Administrative and secretarial occupations £18.23 6,656 £121,339 Associate professional and technical occupations £18.23 2,496 £45,502 Associate professional and technical occupations £18.23 1,248 £22,751 Associate professional and technical occupations £23.30 416 £9,693 Administrative and secretarial occupations £13.44 2,236 £30,052 Managers and Senior Officials £26.79 832 £22,289 Total 20,124 £365,381

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Key Events

Exceptional Volunteer Award

Shelagh Blanchard won the exceptional volunteer award at the Stronger Communities awards in Darlington. Shelagh is one of our longest serving volunteers and it was truly deserved for her outstanding contribution to the community. During Shelagh’s time volunteering she has advised over 2250 clients and secured over £3 million of benefits for clients. Shelagh is a massive support to the staff, volunteers and clients of Citizens Advice Darlington, Redcar and Cleveland and we are over the moon that she has been recognised for her work.

Cost of Living Fund

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Key Events

Employment Fund

Humankind Charity announced that a funding request on behalf of the Tees Valley Employability Partnership, led by Humankind to the National Lottery Community Fund, North East and Cumbria Region had been successful.

The partnership is made up of 11 VCSE organisations operating across the Tees Valley and sees three awards, totalling £1.3m for the LEAP project, which will be led by Citizens Advice Darlington, Redcar and Cleveland, Humankind and Tandem.

This funding will see services delivered to individuals supporting them to improve health and well-being, become active in their communities, improve their financial situation and move into training, education or employment.

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C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D

WHAT WE DO

Citizens Advice Darlington, Redcar and Cleveland is an independent not-forprofit local charity, located in the heart of a market town and a seaside town in the Redcar and Cleveland unitary authority. Both sites are run by local people for the benefit of local people and managed by a board of volunteer trustees. It is also a member of Citizens Advice, the national umbrella

Each year we endeavour to reach out, with our services, to clients, who can’t access us directly, around the Darlington, Redcar and Cleveland area: GP offices, churches, hospitals and partner locations, maximising service coverage, as funding allows.

body that provides a network of advice services without any direct funding to its members.

We provide a broad range of advice services ranging from generalist to our ever expanding, in demand, specialist areas: debt, welfare benefits, employment and financial services.

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OUR IMPACT ON DARLINGTON

Top 5 Issues

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Benefits 8439
Debt
2660
Financial services & capability
1419
Utilities & communications 905
Housing 630
0 2000 4000 6000 8000 10000
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Top 5 Benefit Issues

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Personal independence payment
3435
Limited capability for work elements
914
Employment Support Allowance
586
Attendance Allowance
475
Initial claim
458
0 500 1000 1500 2000 2500 3000 3500
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C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D

Top 5 Debt Issues

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Debt Assessment
720
Council tax arrears
264
Credit, store & charge card debts
189
Fuel debts 183
Other Debt 123
0 200 400 600 800
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Financial Outcomes

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Benefits £6,129,838
Debt £285,531
Charitable Support & Food Banks £56,845
Financial services & capability £48,726
Utilities & communications £32,525
Consumer goods & services £16,922
Employment £6,093
Legal £6,000
Tax £4,509
Education £2,600
Health & community care £1,940
Relationships & family £1,022
Travel & transport £420
£0.00 £1,000,000.00 £2,000,000.00 £3,000,000.00 £4,000,000.00 £5,000,000.00 £6,000,000.00 £7,000,000.00
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We supported and empowered clients in managing debts in total of £4,863,820. We helped by challenging these debts, negotiating with creditors for affordable, sustainable, repayments and assist with any court actions and insolvency options. The value of our work is in the result of enabling people to pay essential bills such as mortgage and rent payments and relieving stress, increasing wellbeing.

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OUR IMPACT ON REDCAR & CLEVELAND

Top 5 Issues

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Benefits 1636
Utilities & communications
1259
Debt
956
Charitable Support & Food Banks
626
Consumer goods & services
413
0 500 1000 1500 2000
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Top 5 Benefit Issues

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Personal independence payment
548
General Benefit Entitlement 197
Council tax reduction
170
Limited capability for work elements
87
Attendance Allowance
81
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C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D

Top 5 Debt Issues

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Debt Assessment
406
Council tax arrears
99
Rent arrears - housing associations
90
Fuel debts
54
08 Rent arrears - private landlords
49
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Financial Outcomes

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Benefits £660,410
Debt £275,129
Utilities & communications £135,044
Consumer goods & services £77,245
Financial services & capability £23,525
Charitable Support & Food Banks £17,147
Travel & transport £3,890
Housing £400
Relationships & family £51
£0.00 £100,000.00 £200,000.00 £300,000.00 £400,000.00 £500,000.00 £600,000.00 £700,000.00
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We supported and empowered clients in managing debts in total of £1,707,375. We helped by challenging these debts, negotiating with creditors for affordable, sustainable, repayments and assist with any court actions and insolvency options. The value of our work is in the result of enabling people to pay essential bills such as mortgage and rent payments and relieving stress, increasing wellbeing.

C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D

PA G E 12

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Issues dealt with 16452
Clients access service 3715
\ o- |») RLINGTON
Sr@.s”
+ = ~ a
Income maximised £6,592,971
Issues dealt with , 5663
Clients access service 1629
CMEVELAND |ou NE i ;
Income maximised £1,192,841
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OUR SERVICE Research and Campaigns We continually strive to:

• Increase local awareness of our campaigns.

• Be involved in Regional and National campaigns challenging discrimination and inequality.

• Share best practice about research and campaigns with other local Citizens Advice.

• Actively develop local campaigns about the issues that are really relevant to our residents.

• Engage with local partners and people of influence, including our MPs, on key national campaigns.

The team monitors the issues facing our clients and this gives us a unique opportunity to create an effective plan to support what is happening in the local community. We use our findings to highlight policy amendments that are needed to suggest changes and we strive to ensure the local community is aware of changes to their rights.

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The team promote national campaigns each year:

Scams Awareness Week

Citizens Advice runs the scams awareness campaign in close collaboration with the consumer protection partnership. This brings together key partners in the consumer landscape to identify, prioritise and coordinate collective action to tackle detriment. Partners include Trading Standards and the Department for Business Trade (DBT)

We highlighted national trends:

• Parcel delivery - asking for extra fees to deliver their item to then access bank details.

• Banking scams - pretending to be the bank to state they have been scammed and to change bank details to allow them access to their bank details.

• Online scams - paying for the item and never receive the goods.

National citizens advice highlighted that it was the over 75s that were the most commonly targeted and 87% were over the phone. We ensured we worked with Growing Old Living in Darlington [GOLD] to promote scams and prepared them how to recognise a scam, keep safe and report a scam.

National Consumer week

This was an opportunity to raise people’s awareness of specific consumer issues, to provide support and advice to those who need it. The campaign focused on making sure the seller delivered, how to protect yourself when online shopping and actions you can take if things go wrong. We spoke to all clients who used the service, we highlighted this to the over 50 community in the GOLD newsletter. We were able to work with clients who had been scammed to get their money back and educate them on recognising future scams.

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Energy Advice Campaign – A campaign that is ongoing to support the community to heat their homes.

This was an opportunity to raise people’s awareness of specific consumer issues, to provide support and advice to those who need it. The campaign focused on making sure the seller delivered, how to protect yourself when online shopping and actions you can take if things go wrong. We spoke to all clients who used the service, we highlighted this to the over 50 community in the GOLD newsletter. We were able to work with clients who had been scammed to get their money back and educate them on recognising future scams.

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The team promote regional campaigns each year

We worked alongside the regional cluster group of north east citizens advise services, we added our research from clients who accessed crisis support and we added surveys from local residents into the regional campaign 'Living on the Edge: North East' Report 2023

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The team put most of their time into local campaigns to help our community access timely advice and understand their rights. Here are a few:

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Promoting Pension Credit

We visited local events, worked with the local authority, partner organisations and groups to promote Pension Credit. We tried to show how to dispel the myths about who can or cannot claim.

MYTH - I cannot claim pension credit I have £15,000 + savings …

There is not a limit on your savings but anything over £10,000 means that a £1 for every £500 will be taken into consideration alongside your other income

MYTH - I have to go on- line to claim, I can't use a computer …

You can apply on the internet & on the phone. Please call the Freephone number for the pension credit claim line 0800 99 1234

MYTH I own my own home, I won’t get it…

Homeowners can get pension credit. Call the Freephone number for the Pension credit claim line 0800 99 1234 Give details of your income and they will help you decide if you can make a claim.

MYTH I get private pensions, I won’t get it…

Pension Credit is your entitlement and available to anyone. We all have different circumstances We could be single, a couple, disabled, a Carer, looking after children There are different rates for pension credit depending upon your circumstances.

MYTH - I cannot claim until my partner is pension age…

This is true you can make a joint claim once you both reach pension age. But you may get Universal Credit as everyone has their own unique circumstances.

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C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D

Cost of Living Payments 2023 to 2024

We noted the enquiry areas for food and heating had increased, highlighting that hardship and debt was affecting the nation’s health and affecting our community. We collated a questionnaire for clients to show how the one-off cost of living payments helped people to afford food and other essentials for a short time, or to pay some of their bills or reduce their debt. We used that information to apply for funding and support a campaign by Citizens Advice to increase the amounts paid to people claiming universal credit.

Example:

John worked for the same company for 10 years and he was made redundant due to the company failing to recover after the pandemic. He used his savings first, thinking he would find another job quickly, but this did not materialise. He had a mortgage of £600 per month, he was living off Universal Credit of £326 per month approximately; as a jobseeker. He wasn’t able to get support with his housing costs for up to 13 weeks from the universal credit claim.

We helped him arrange a payment holiday with his mortgage company, we made arrangements with his utility provider to pay back arrears and we referred him into an employability programme to get back into work. During this time he utilised fuel vouchers, the local foodbanks and the “Bread & Butter Thing” accessing healthy food at a reduced cost per week.

John was helped to get back into work and increase his income. He stated he was at his lowest point in life, his mental health and self- esteem was affected and he could not see a way out. He said without the local community support networks and help from Citizens Advice to pay his bills, budget and help him get back into work, he would never have coped.

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Lack of NHS dental appointments widen healthcare inequalities

In 2023, the Commons Health and Social Care Committee warned that there is a “crisis of access” to NHS dentistry, with unequal access across different regions, ethnic groups and socioeconomic groups. We noted an increased in clients unable to access a dentist due to closures or privatisation. We continued to explore next steps for clients, complete evidence forms for national citizens advice and promoted what to do/ who to contact if you cannot access a dentist.

Darlington Train station ticket office closure

The Government and industry announced they were intending to close between 940 and 1007 railway ticket offices across England This included our own local railway station in Darlington and it would affect those in the Redcar and Cleveland area. Our team from research and campaigns were of the view this this would have a significant effect on our local community and surrounding area and decided to set up a local campaign, producing a local report to add our concerns of its closure.

Nationally almost three quarters of a million people responded - 99% of which were objections. Making it the most responded-to public consultation of all time.

Our Research & Campaign team produced a petition and distributed it to our clients, staff, volunteers, friends and family in addition to local organisations and our Outreach surgeries to gain a cross section of the community. We asked them to tell us how the ticket office closures would impact them, if there were any specific issues would could cause a barrier to them using the new services once the closures were implemented. There was an option to respond via social media using hashtag #NotJustTheTicket. We designed a poster and displayed and distributed to all our contacts to advertise the campaign. We asked the local community to respond to the consultation, sign our petition and contact our local MP if they wanted to.

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On Tuesday 31 October 2023, Secretary of State for Transport, Mark Harper announced the Government would no longer be following through on the Rail Delivery Group’s proposals.

Bus routes stopped to West Park MH hospital

In June 2023, Arriva announced its intent to close a number of bus routes in and around Darlington. This decision was prompted by a 28% budget cut in the English National Concessionary Travel Scheme, which reimburses bus companies for travel schemes such as bus passes.

A settlement was reached between Tees Valley Combined Authority and Arriva that would allow the majority of buses to continue operating as normal. However, a number of cuts remained in place. Particular concern is the closure of the Number 19 bus route which accesses West Park, the primary provider for mental healthcare for residents of Darlington. The closure happened and this meant that patients, staff and visitors travelling to West Park would have to walk over a mile and for almost an hour through a housing estate or along the main road, in order to access it.

We collated a survey and had 102 responses within a few weeks. We focused on the facets of our clients’ lives and what would be most impacted by bus closures. We divided our survey into three areas -health and medical, work, financial and education and social.

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Impact of bus route closures

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Areas affected
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800
705
600
514
424
400
200
0
Health & Medical Work, Financial & Education Social
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For our most vulnerable clients who require the services of West Park Hospital then, the closure of the direct bus route would put them at a severe disadvantage in terms of accessing mental health support as many of them have no viable alternative source of transport available to them and would disengage.

I can’t afford any other means of travel e.g. taxi (fares)

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No
13
Yes
75
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I don’t drive, nor could afford a

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car
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No
27
Yes
52
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Cycling from where I live would be unsafe and not an option

Would you have difficulty attending doctor appointments?

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No
20
Yes
61
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No
24
Yes
68
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C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D

Would you have difficulty attending local hospital appointsments (e.g. West Park)?

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No
14
Yes
80
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Would you have difficulty visiting family and friends (at home or even at hospital)?

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No
17
Yes
70
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We submitted our report to the relevant offices and a few months later another bus company now access west park.

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VOLUNTEERS

Linda

Edwina

Adviser

Receptionist

Five months ago, the biggest pair of open arms welcomed me as I embarked on my volunteering journey. Since then, I have learnt that people from all walks of life, along with their wealth of knowledge, volunteer to support members of their community.

While the office can be a busy environment, I have found it can also be a place that connects you to the outside world. And, with no two sessions ever being the same, each day brings a different challenge. To date, volunteering at Citizens Advice Darlington has provided me with the opportunity to accomplish new learning goals that ultimately allow our clients to move forward successfully. It has not only sparked a sense of purpose in me but has motivated me to widen my range of knowledge, brought an awareness of compassion and understanding, along with emotional values that support our ever-changing world.

I started volunteering after I retired. A friend once asked me why I give my time, when I could be relaxing. The answer was clear, it keeps my mind active, it gives me a purpose, I like the sense of fulfilment when we help other people and I meet lots of interesting folk.

As a newcomer to the area, I was originally based in Scotland, volunteering has helped me to understand my new community and meet new people.

If you have any spare time give it a whirl, I have been here just over a year, I started with no prior knowledge, I have enjoyed each day and the challenges it brings. I am now supporting another volunteer with their training and enjoying every minute.

You just need a willing heart to help others, you will get training and full support, whether you want to be an advisor, work on reception, support the Benefit and Debt teams or join the research and campaigns team.

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Phil

Receptionist

I am a veteran of the Royal Anglian Regiment, this time 4 years ago when we set up the veteran’s group there were 5 of us, but now I am the only one attending the Darlington Armed Forces day, I give my total respect to those that have gone before us. I have volunteered at the Darlington Citizens Advice Office since 1969. In the earlier years I volunteered as a Board Member, but changed that role to enable me to look after my wife when her health deteriorated.

During my time caring for my wife, to give me some respite and spend time speaking with other people, I attended the Darlington Office daily for 30 minutes in the morning and in the evening. I would record and organise the incoming/ outgoing post. I would visit all the offices and over the years got to know all the volunteers and staff and enjoyed supporting everyone. It was a lifeline to me.

My wife sadly died in 2014, but I continued to volunteer. Then after the pandemic I changed roles to volunteer on the reception desk 5 afternoons a week. I enjoy helping people who visit the centre or over the phone to find a way forward, to get the support they need.

In all the years I have volunteered, it has been a pleasure to work with the other volunteers and staff and I would highly recommend it. You may say I have given a lot of support to the service, but in return it has helped and supported me during my life changes.

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Steve

Adviser

My background was in resources and HR for a large company. When I took redundancy I had time on my hands and a friend suggested how much they had enjoyed volunteering at Citizens Advice. I completed the induction and training with a lovely bunch of people and a handful of us are still volunteering 10 years later. I find the volunteer role as a Triage worker rewarding, I assess a client's circumstance and either give information or I ensure the best person for their problem helps them. I would definitely say prior to volunteering, I was oblivious to the issues affecting my community. My knowledge of local issues has increased, I now understand and recognise the great service Citizens Advice and other charitable organisations in the town provide to support people.

I often recommend volunteering at Citizens Advice, every day is different, meeting clients or other volunteers, who share their life experiences. You can volunteer in different roles and it's a good feeling to know you have helped someone. It's a friendly environment and someone is there to help with training, share ideas or just help you out.

I would add if local companies gave employees time out to volunteer, it would benefit both employer and employees, by improving a workers’ mental health, help them develop valuable skills and bring experience and knowledge of their local community needs back into the business.

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C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D

OUR WORK IN THE COMMUNITY

Health Services

GP Surgery Outreach

The seven GP surgeries we attend hold the appointments, if you have a doctor in Darlington, you can access any of the surgeries we visit.

If a patient has a health diagnosis it can affect their everyday life. A short term or chronic illness can cause stress, worry and anxiety. It can affect a person’s self- esteem, cause social isolation, loneliness. It can lead to anger, frustration and grief for their inability to live they way they did prior to the illness. Having to deal with your condition and how it makes you feel is impacted by finances, reduced income, claiming the correct benefits, managing money, debt, housing costs and employment concerns. We work alongside the doctors and in- house teams to work closely supporting the patient to deal with complicated benefit systems, employment and housing law addressing the impact issues to help them concentrate on recovery.

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Macmillan

The Macmillan service is based at Darlington Memorial Hospital and they hold the appointments. We offer telephone, face to face, email and home visits, the choice is up to the client. Our Macmillan workers deal with complex cases and have repeated contacts with the clients to support then through their cancer journey.

As people face the impact of cancer or have a family member with cancer, we support them to deal with their finances, claiming benefits, challenging benefits, debt, employment concerns, and housing options. We apply for grants and financial support to ensure the basic need of heating and a healthy diet is accessible.

West Park/Lanchester Road Mental Health Services

The team works alongside the ward staff doctors, social workers and care coordinators to help patients, family and carers, to prepare and support patients due to be discharged back into the community and up to 3 months after being discharged. We ensure they can engage with outside support agencies or local citizens advice to ensure they have someone to reach out to in the future. A patient mental health deterioration has led them to being vulnerable and needing support and reassurance. They can have multiple complex situations due to disengaging with services which leads to issues with benefits, employment, falling into arrears with bills or homelessness.

Community Care Support

The Community Support Scheme is a discretionary scheme which exists to help Darlington’s most vulnerable qualifying residents. There are two forms of award that can be made:

Crisis Support - For urgent need for support due to the consequence of an emergency, disaster, unforeseen circumstance where a household has insufficient resources to meet the urgent need that poses an immediate and substantial risk to their health and safety.

Community Care Support - To help people remain in the community or move back into the community after a period in supported or unsettled accommodation.

Both awards have a pre- curser assessment to consider the cause, impact of the situation and to look at income maximisation. The team will also look at other inhouse services as a preventative measure or help the client deal with the underlying or impact issues caused by the situation.

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Benefit Entitlement Action Team/ Darlo Millions

The team deliver at outreaches across the community to ensure the hard-to-reach groups are able to access financial support. This service supports residents in the community to access timely support to enable them to organise their finances, maximise their income and help them to deal with money to live affordably.

This is an integral part of the cost-of-living crisis, where fuel, food energy and housing costs have risen. The current cost of living, medical wait times or lack of health services is having a huge impact on public health; we see the rise of claims for disability benefits.

The increased living costs and fall in living standards will continue to affect people’s physical and mental health and exacerbate existing health conditions. Client have seen an increase in their outgoings which has meant many are cutting back on essentials needed to lead a healthy life.

Older peoples programme GOLD

The team aim to provide older people living in Darlington with information to empower them to make choices, update them on scam awareness, energy support, and entitlements. We strive to give the over 50’s a strong voice in the community, a brighter, active and more positive outlook to help them to improve their quality of life. We also have some fun along the way, arranging the annual Tea Dance in the market square to gather the community and partner organisations together to celebrate life.

Money Advice Team- In Darlington, Redcar & Cleveland

The team take referrals from partner organisations, other colleagues and self - referral to ensure the local community are supported with their finances. The team is an integral part of the service. We are an approved service for debt relief orders and insolvency.

The team collates a plan with the client to strategically support them to first look at ways to prevent or challenge the debt. They try to maximise their income, look at ways to save monies, cut back on income and negotiate with creditors. They then support the client through the pathway to consider their options to deal with their debts.

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Cost of Living Project

This project aimed specifically to increase remote service delivery to give remote advice to the hard-to-reach clients in the community to help them cope with the cost of living. This was achieved by over 60% phone and also email, chat and video call. The team considered income maximisation, government support schemes, local partners and in- house projects to help with essential costs like food, energy and help with accessing any benefit or grant entitlements.

Lottery – LEAP Project

As part of a wider Tees Valley initiative, moving participants closer to the labour market with interventions and removing financial barriers to work and volunteering. At Citizens Advice we provide income maximisation and financial capability services to support beneficiaries.

Lottery - Client disbursement

'Way Forward' project aimed at supporting residents in need due to the cost-of-living crisis. As well as addressing hardship and crisis, we provide longer-term solutions by ensuring people are receiving all the help they are lawfully entitled to.

Saltburn Solidarity – Redcar & Cleveland

Working in partnership with Saltburn Solidarity to deliver Advice sessions at their foodbanks. Clients who attend the service now have a full assessment of their needs considering the presenting issue, underlying issue and impact issues that lead them to the food bank, The clients receive timely benefit advice, income maximisation, debt advice, housing and employment advice. We utilise other in- house services to ensure they are supported to access specialist advice in different legal areas.

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MARAS mortgage and rent arrears service – Redcar & Cleveland

The team work closely with Housing Services and the local authority to secure and/or maintain safe sustainable and affordable housing. They do this by affordability checks, money advice, legal work to prevent evictions and working with local landlords, lenders, housing associations, the council and other services.

Energy Projects

This year we have delivered energy advice for:

EAP the energy advice project-

To help clients lower their energy bill, energy efficiency savings, advise on mould and reducing damp, register with priority services, understand and challenge their bills, understand smart meters, and access grants and support available to obtain boilers/ insulation and/or repairs and ensure benefit uptake.

CMAP carbon monoxide advice project-

we supported clients to understand carbon monoxide dangers, remove carbon emissions & supported the client to understand the effects signs and symptoms of carbon monoxide poisoning. We also offered help to access priority services, the fuel poverty network extension scheme and offered carbon monoxide detectors. Working alongside EAP they also received help to access benefit and money advice.

EOP the energy outreach project-

The aim was to give light energy advice to local groups in the community to allow them to understand how to save on energy, access grants and support and reach out for full energy advice and support.

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Names have been changed to maintain confidentiality. CASE STUDIES

GP Surgery

Amanda 62 was an asylum seeker 10 years ago, she had been trafficked to another county and fled due to physical and sexual abuse and she now has indefinite leave to remain. She is in receipt of Employment Support Allowance support group and gets housing and council tax benefit. She as a diagnosis of a heart a condition, sight impairment, psychosis, depression and memory issues all related in some way to the previous abuse. The client presented with a refusal for PIP due to not meeting the points, she also had rent, council tax arrears and electric arrears. She has been to the local foodbanks but feels too embarrassed to return and has gone without eating or turning the heating on when she runs out of money.

In the short term we held recovery on her debts under “breathing space” and referred her to our inhouse debt team. They arranged affordable repayments and achieved backdating benefits and a discretionary housing payment to reduce the rent arrears. We applied for council tax exemption for severe mental impairment and had this backdated to wipe of the council tax arrears.

We contacted her energy supplier to challenge the bill and it was reduced then we referred her to our energy advice team to help her afford to heat her home by cutting back with useful tips and accessing a grant for a boiler. We referred her to crisis support for gas and electric top up and a food voucher to see her through until her next pay day. We then supported her to budget and manage her money.

We supported the client with mandatory reconsideration for PIP, gathered evidence from the GP surgery and she was awarded standard rate care and low mobility. We also applied for her a concessionary bus pass.

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Lottery a way forward

Pamela presented as struggling financially. She had been her elder son’s carer claiming carer allowance and received a top up of universal credit for housing costs. When she became a pensioner 1 month ago they stopped her Carer Allowance and Universal Credit. She claimed her state pension. She was struggling with her health and paying her rent and council tax.

We noted she had £203.85 state pension but no pension credit eligibility She had not claimed housing costs from the local authority or informed council tax support of her new income so the account was on hold. She said she thought if could not get Pension Credit then could not get any other help.

We helped the client make a claim for housing costs with backdating and restarted the council tax support and we helped her apply for a discretionary housing payment. We helped her to make a claim for Attendance Allowance which would be £72.65 per week, once awarded she will get Pension credit of £81.50 because she lives alone and no-one gets carer allowance for looking after her.

In the interim we gave the client £50 food voucher to tide her over to her next payment of State Pension and a fuel voucher. The client was very grateful for the interim support of food and fuel and further support to obtain benefits to change her circumstances.

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MH services

We met Robert after he had been in hospital 8 weeks, he was too poorly to engage prior to this and had no next of kin who we would usually work with. Robert is homeless, aged 22 with a diagnosis of psychosis. He got into rent arrears due to his inability to concentrate, engage with bills or receive help from other services. He had been evicted due to not paying his rent. This was due to him not informing Universal Credit of a change of circumstance so they stopped his claim pending him attending the office and stopped payments to his landlord.

We were able to:

1. Challenge /gather evidence to re- instate the Universal Credit claim, keeping the LCWWRA component. They also paid off the rent arrears that were on hold to the landlord, which took away the arrears. This allowed him to avoid court action for recovery and enabled him to apply for local authority housing and supported living.

2. We supported him to get breathing space to deal with his debts, arranged a debt appointment to challenge any debts and arrange a repayment plan. The team got evidence of his health condition and applied for backdated council tax exemption due to severe mental impairment and the arrears were wiped off.

3. We challenged a PIP Mandatory reconsideration that was over the 1 month to respond time limit. We showed good cause and found evidence to ask for a late mandatory reconsideration. He was awarded enhanced daily living and low mobility due the need to be supervised. He has no insight into his condition changing, he is unpredictable in his reactions and does not self-care or take nutrition to an acceptable standard.

4. We referred him to Homegroup who also work on the wards, they supported him to access supported accommodation. Due to the work we had done, to write off debts, reinstate his benefit, apply for council tax exemption, he was able to afford this. They set up direct payment for rent to the landlord.

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Debt Services

Colin contacted the service about a court hearing he had for the following week regarding his Council Tax arrears. Due to the amount of time without payment, the Local Authority had scheduled a committal hearing in the Magistrates Court which could have led to imprisonment if he did not attend and come to a suitable arrangement.

Colin is retired and lives alone in a privately rented property. He was in receipt of the State Pension and an occupational pension when he first spoke to us. Colin advised of a number of health issues. He had previously suffered a stroke as well as having heart problems and COPD. In addition, he is diagnosed with PTSD, anxiety, depression and struggles with alcohol dependency.

The Council Tax debt had accumulated over 6 years and was around £7,000 at the time Colin approached us for help. He advised that this occurred due to him having difficulties managing his money and was also partly because of the amount of money he was spending on alcohol due to his addiction. The worry about the upcoming court hearing had understandably had a further negative effect on Colin’s mental health. Our debt team initially helped Colin to apply for the 60 day Breathing Space scheme which ensured that the court hearing was put on hold and therefore a more detailed evaluation of his situation could be completed.

Colin was referred to local services for further support regarding his mental health and alcohol issues whilst it was also identified that his health conditions meant he may qualify for Attendance Allowance. He received assistance from our benefits team in making an application for this and the claim was successful. In addition, the Attendance Allowance award meant that he became entitled to Housing Benefit and Council Tax Support which our debt adviser applied for on his behalf and helped to further improve his financial situation.

Due to this increase in available income, we were able to assist Colin in making an affordable payment offer to the Council Tax debt prior to the rescheduled court hearing. Thankfully the Local Authority agreed to accept this and therefore further enforcement action was prevented.

Colin was extremely relieved that the situation was resolved in a satisfactory manner and grateful for the help received from us in negotiating a payment arrangement in addition to the other assistance provided in improving his overall financial circumstances.

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Crisis Support

‘Gail’ is 22, she is unable to work due to her health and is a single parent living with her son aged 7 months in a Local Authority rented property. She came to our drop-in session for advice and had been triaged before speaking to the Community Support Team for Crisis Support with gas, electric & food. Gail has been struggling for some time but recently lent £200 to a ‘friend’ who promised to pay it back but has since disappeared.

During the Triage assessment with the Generalist Adviser Gail had applied for Child Benefit which can be backdated for 3 months. She was also advised about claiming Discretionary Housing Payment and will be doing that, with support at another DropIn session. We discussed applying for Personal Independence Payments (PIP) as she is already claiming the Limited Capability for Work related Activity element of Universal Credit. We discussed the process and support available to complete the PIP form. Gail will arrange an appointment for support once she has made the initial phone call for the application form.

We also suggested that she ask, via her Universal Credit journal, about reducing the £33.34 taken for Advance Repayment due to her financial hardship, so that she will pay less each month but over a longer period which will be more affordable for her. Gail now understands about not lending her money as she needs to be able to ensure that she can provide for her and her son.

Gail was given Gas and Electric Top Ups, an Energy Voucher to supplement the top ups as both meters were well into the emergency credit and £100 Food Vouchers from Lottery Funding. Gail was very grateful for all the support given today as was her Mum.

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Community Care

‘Ted’ is a single person aged 35 who is currently unemployed but seeking paid work. Ted suffers with anxiety and depression. He applied for help with some items of furniture and a fridge freezer as due to a relationship breakdown, Ted had to leave the family home and has been staying in temporary accommodation but he has now secured a private rented flat. However, this is only part furnished and has no carpets and Ted is not able to afford to buy the items as he is on a low income.

Ted advised that he is unable to leave his home unless someone is with him, but does not feel that he is ill enough to claim Personal Independence Payments (PIP). We reassured Ted about his eligibility for PIP and he agreed to be referred to our Benefits team to support him with the process and application form. Ted is currently on medication and we confirmed that his GP has given him the Crisis Team number as well as The Samaritans contact details.

We awarded Ted a 2-seater sofa, drawers, double mattress, bedding, fridge freezer and a saucepan set. We were also able to help Ted with two large rugs under Glasspool’s Flexible Frontline Fund. Ted was extremely grateful for the items awarded as he says this will make his home more comfortable and a better place to live. This will enable him to move from temporary accommodation to a more suitable property, will improve his living conditions and prevent a serious deterioration to health within the home.

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Food bank

We received a referral from the Welfare Rights Team at the Council and from a Social Prescriber for ‘David’ who is 42 years old and lives alone in a Housing Association rented property. He is unable to work due to his long-term mental health issues. David’s Universal Credit had been sanctioned following a mental health breakdown resulting in him being unable to leave his home for a period. Welfare Rights were supporting him to dispute this decision but he required support with food in the meantime for himself and his cat.

We contacted David, issued him a food bank voucher and arranged to meet him at Brotton Foodbank to explore how else we could support him. £20 of cat food was also purchased for David’s cat.

At the foodbank we explored the issues David was having and found that as well as the problems caused by the benefit sanction he also had some debts including council tax, gas and electric and mobile phone debts totalling around £5,000. We provided budgeting advice to David to look at areas where he could save money on his bills which would help now and after the sanction was lifted. We completed a debt assessment and arranged an appointment with our specialist debt team to go through David’s options with him and support him to put his chosen option in place. A hold on action was arranged with the Council for the council tax arrears pending his debt appointment.

We completed a benefits check and identified that it did not appear David was receiving limited capability for work and work related activity and explained the claiming process for this. This could increase his income by £416.19 per month. We also discussed David’s entitlement to PIP and how to begin the claim. It was estimated he would be entitled to standard rate daily living and mobility which would increase his income by £101.35 per week. David was encouraged to return for support to complete the UC50 and PIP2 forms when they were received. We advised David about local income maximisation schemes available including the Household Support Fund.

David contacted us after the initial meeting to explain that his mobile phone had broken and he was unable to speak to the DWP to progress his benefit situation as a result. We contacted Footprints and were able to source a mobile phone and a sim card which will enable David to keep in touch with the DWP, his support network and the organisations providing help to him; we ensured everyone was informed of his new contact number. David is now in a better position and feels supported to get back on his feet and resolve the issues that have been affecting him.

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Mortgage and Rent Arrears Service

Rose is a single person aged 24 and she is currently living in the property with her 6 year old and 4 year old children. She lives in a three bedroom Beyond Housing property and she suffers with some health issues which consist of depression, anxiety and dyslexia. She receives a lot of support from her grandmother due to her dyslexia.

Rose was referred to us from RCBC Homeless section and Beyond Housing as they are proceeding to possession action due to non-payment of rent. We completed a benefits check with Rose and we have identified she may be entitled to PIP due to her health issues and we discussed how she would apply for PIP and that we could offer assistance in completing the PIP application.

We identified that Rose is currently in receipt of universal credit, child benefits and a small wage from work. We also checked as to whether Rose had any further priority or non-priority debts and she stated that she did not. We completed a financial statement with Rose and identified that she did have some money left over so as to be able to make an offer of repayment to Beyond Housing for her rent arrears.

Also as part of the financial statement we discussed budgeting and that she could reduce her monthly outgoings. Rose stated that she wanted to make an offer to Beyond Housing of £100 pcm off the arrears and one off lump sum payment of £1000.

As Rose is working we checked she had the correct tax code and we confirmed this was the case. Rose states that she will be able to maintain the repayment arrangement agreed with Beyond Housing via standing order when she gets paid and due to receiving full housing costs paid from UC LHA she should not incur any further arrears. Beyond Housing have agreed to stop possession action based on the agreement and the one off lump sum payment. So with budgeting and the possibility of her income increasing due to PIP it is affordable to maintain the property going forward.

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Mortgage and Rent Arrears Service

Kaitlyn is a single person aged 52 and she is currently living in the property with her three children aged 17, 15 and 31. She lives in a three bedroom Beyond Housing property. She states that she has some health issues which consist of anxiety and depression.

Kaitlyn was referred to us as she has rent arrears which has occurred due to the shortfall she has between her rent and UC LHA. Due to the amount of rent arrears owed Beyond Housing had proceeded to eviction action.

We completed a benefits check with Kaitlyn and identified that she may be entitled to personal independence payment, UC LCWRA. We discussed the process of claiming these benefits and what help we are able to provide with assisting completing the application forms.

We identified that Kaitlyn is currently in receipt of council tax support and is currently in receipt of Universal Credit, UC LHA and child benefit. We also checked as to whether Kaitlyn had any further priority or non-priority debts and she stated that she did not.

We completed a financial statement with Kaitlyn within the appointment and identified that she does have a shortfall with her rent and due to the income and expenditure that she would meet the criteria for discretionary housing payment. We completed this application with her so that if this was awarded and the fact that she already has an APA where her rent is going directly to Beyond Housing she then should not incur further arrears.

Also as part of the financial statement we discussed budgeting and arrears that she could reduce her monthly outgoings. This then means that she is able to make an offer of £33 pcm off the arrears to Beyond Housing. A referral was also made into the homeless section and due to her circumstances, they looked at and awarded a one off lump sum payment towards her arrears for her to remain in the property.

Kaitlyn was confident with the increase in her income with the benefits that had been discussed and budgeting it would be affordable to stay in the property and continue to maintain the arrangement set up with Beyond Housing for the arrears.

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Mortgage and Rent Arrears Service

May is a single person aged 31 she is currently living in the property with her 12 year old daughter. She lives in a three bedroom Beyond Housing property and she has no health issues.

May approached us as she did have an arrangement set up with Beyond Housing previously for her arrears but due to the rise in cost of living she had missed two payments. And now that she had defaulted on the arrangement they were proceeding to eviction with an eviction date set.

We completed a benefits check with May and she is currently in receipt of all the benefits she is currently entitled to. We identified that May is currently in receipt of universal credit, child benefits, council tax support and has a wage from working part time. We also checked as to whether May had any further priority or non-priority debts and she stated that she did not.

We completed a financial statement with May within the appointment and identified that she does have a shortfall each month but states that her mum and dad are helping her with paying some of her bills.

Also as part of the financial statement we discussed budgeting and that she could reduce her monthly outgoings. May stated that she wanted to make an offer to Beyond Housing of £100 pcm off the arrears. Due to the eviction date being set we completed a N244 to ask for an emergency hearing and EX160 fee remission form within the appointment. We sent an email to Beyond Housing and the RCBC Homeless section to make the offer of repayment. But due to there being a deadline of returning the forms to the court we advised May to return the forms to the court that day so that an emergency hearing could be granted before her eviction date.

May was also given Watson and Woodhouse details so that she could contact them for them to provide assistance and the emergency court hearing.

As May is working we checked she had the correct tax code and we confirmed this was the case.

May was confident with budgeting and assistance from her mum and dad with dealing with her finances that she would be able to afford to maintain the offer made to the court for the arrears and was happy to set up a standing order so that she cannot default on the payment. Also she has now set it up so there is an APA in place so her rent goes straight from UC to her landlord so that she is unable to incur any further arrears.

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CLIENT PROFILES DARLINGTON

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75-89 15-29
7.5% 12.3%
60-74
20.8%
30-44
Age 28.5%
45-59
30.7%
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Gender 44.1%Male
Female
55.7%
Disabled
9.7%
Not disabled/no health problems
38.5%
Disability
Long-Term Health Condition
51.8%
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CLIENT PROFILES
REDCAR & CLEVELAND
75-89 15-29
4.6% 11.6%
60-74
19.2%
30-44
Age
33.5%
45-59
30.9%
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Gender
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Male
40.1%
Female
59.9%
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Disabled 6.4% Not disabled/no health problems 38%

Disability

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Long-Term Health Condition
55.6%
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CLIENTS COMMENTS

“Visited Citizens advice bureau in Redcar recently. Very impressed with the amount of information given to us by very friendly, well informed staff. It's such a relief to find people who can help with

the Benefit process.”

“Helpful friendly staff and volunteers.” a “They help very much we hen it comes to filling documents out and very friendly staff.”

“The advisor (Tracey) was very good and professional. I am going back there on Wednesday to get form completed. Would recommend to anybody. Thank you.”

“Excellent free service from people genuinely wanting to help.”

“Plenty of people here who know what they're talking about, I got the info that I needed so I would recommend.” =a PA G E 45

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“The staff are very helpful aswell as getting you to help yourself. Working together with the Citizens Advice can be very beneficial. Helping with debts, community care grants, advice on civil matters and much more.”

“Alison was very helpful with an energy voucher and advised me on looking for work - I am now working in a care home.”

“Attended a pre booked appointment this week with a member of staff at the Redcar office . The lady was extremely knowledgeable and provided me with so much helpful information.”

“I became upset during the appointment and was treated with such kindness. I have been given a follow up appointment to help with other issues. I can’t recommend this service enough ....loads of information available and really lovely and helpful people.” “Totally free, genuine, concise advice. Ordinary people helping ordinary people. Most excellent.” “The only place to have given me the best and complete advice. No other org could help with my situation CAB all in one.” “Very helpful service will be recommending to friends and family.”

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STRUCTURE, GOVERNANCE AND MANAGEMENT

Governing document

Citizens Advice Darlington, Redcar and Cleveland is a registered charity and a company limited by guarantee. The maximum liability of each member is limited to £1.00. Citizens Advice Darlington, Redcar and Cleveland is governed by its Memorandum and Articles of Association as amended on 28/03/2013.

Wider network

Citizens Advice Darlington, Redcar and Cleveland is a member of Citizens Advice, the National Association of Citizens Advice Bureaux. It adheres to the principles of the national network, and is audited on the quality of advice and its organisational structure.

Risk management

The Board has conducted a review of the major risks to which the charity is exposed, and where possible has established systems to mitigate these. Internal risks are minimised by the development and implementation of policies and procedures, including those on health and safety, cash handling, IT, complaints and grievances. These are reviewed periodically to ensure that they meet the organisation's needs.

Organisational structure

Citizens Advice Darlington, Redcar and Cleveland has a Board that consists of up to 15 members. This meets quarterly. There is a finance committee and an operations committee, which make up the Board; from time to time, working groups are established to address specific issues: for example, health and safety, tendering, building and equipment. Membership of such groups may include staff, volunteers and others who can assist the organisation. The Board may also establish consultation forums and focus groups. Responsibility for implementing the strategic development of the organisation is delegated to the Chief Executive, who ensures that the organisation delivers the services specified and that it meets its key performance indicators. The Chief Executive manages a team responsible for the day to day running of specialist and generalist advice provision.

Recruitment/appointment of new trustees

The directors of the company are also Charity Trustees for the purposes of Charity Law. Under the requirements of the Memorandum and Articles of Association the

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members of the Board are elected to serve for a period of three years after which they must stand for re-election at the next Annual General Meeting. The directors have drawn up a set of role descriptions and person specifications to cover the varied requirements of a balanced board. In order to achieve this broad skill mix, candidates are asked to indicate their areas of expertise and complete a skills assessment. A Board recruitment panel considers all applicants and invites them to a panel interview. Appointments to the Board of Trustees are by co-option or election.

Induction/training of new trustees

The organisation runs a programme of training, which all board members are expected to attend. New Trustees are taken through an 'induction pack' to ensure that they are fully aware of Citizens Advice Darlington, Redcar and Cleveland principles and their responsibilities to the organisation.

OBJECTIVES AND ACTIVITIES

Funds held as a custodian

Citizens Advice Darlington, Redcar and Cleveland also manages a client account for the Local Authority as a custodian.

Public Benefit of Citizens Advice

The charity's aims and achievements set out have been undertaken within this report. The activities set out in this report have been undertaken to further the organisation's charitable purposes for the public benefit. The Trustees have complied with the duty under Section 4 of the Charities Act 2011 to have due regard to public benefit guidance published by the Charities Commission and the Trustees and have paid due regard to this guidance in deciding what activities the charity should undertake. The organisation's main objective is the promotion of any charitable purpose for the benefit of the community in Darlington and surrounding areas by the advancement of education, the protection of health and the relief of poverty, sickness and distress.

Statement of Purpose and Strategic Objectives

The Citizens Advice service provides free, independent, confidential and impartial advice and counsel to everyone on their rights and responsibilities. It values diversity, promotes equality and challenges discrimination.

Citizens Advice Darlington, Redcar and Cleveland aims to:

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• Provide the advice people need for the problems they face; Improve the policies and practices that affect people's lives;

• Train all workers to provide an accurate, high quality client centred service;

• Citizens Advice Darlington, Redcar and Cleveland provides services that work to: Inform people about the law and how it affects them;

• Advise people of the possible options available to them and the potential consequences of different courses of action;

• Listen to and support people as they consider and decide what to do; Assist people in pursuing their chosen course of action;

• Influence those responsible for policies and services by recommending changes based upon people's experiences.

• Citizens Advice Darlington, Redcar and Cleveland Key Objectives:

• The maintenance and development of high quality client-centred service Increased partnership working as a means of meeting client expectations The provision of support and advice, particularly for clients with the greatest needs

• To maintain effective governance and increase the reputation and profile of the organisation in Darlington, Redcar and Cleveland area.

• To build upon the commitment of the staff through effective recognition and personal development strategies

• The development of a finance strategy that supports the aims and aspirations of the organisation and its long-term viability

FINANCIAL REVIEW

Reserves policy

We hold contracts/Service Level Agreements with a range of statutory bodies that recognise the value of advice in improving health and wellbeing. We are grateful for the investment in the charity outreach providers, which continues to ensure that we provide a more co-ordinated service for vulnerable hard to reach clients. The number and range of sources provides us with a diversified financial base to ensure the charity is robust and not over dependent on any one source of funding. We are committed to robust financial planning and to this effect we maintain a projection of income for at least three years ahead and will ensure that this continues to be derived from as wide a variety of sources as possible.

Incoming resources for the year were £1,245,552 of which £1,041,432 related to restricted activities. A surplus of £135,485 was generated throughout the year.

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DATA PROTECTION

Information Assurance - Statement of Internal Control

The organisation Trustee Board has approved a new Information Assurance Strategy, having identified the risk presented by the significant amounts of client data held in the organisation. An Information Assurance Management team exists to ensure the confidentiality, integrity and availability of all our sensitive data assets is maintained to a level which is consistent with the requirements of our clients, our funders and our strategic partners.

The organisation aims to achieve an appropriate level of compliance to the Data Protection Act, the Cabinet Office’s Security Policy Framework and to industry best practice, as defined by the ISO 27000 series of standards.

• C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D 2? ou

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BIG THANK YOU

Would like to says a big thank you to our supporters and funders:

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C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D

C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D

PA G E 52

WHO’S WHO

Reference and administrative details

Solicitors

Charity name: Citizens Advice Darlington, Redcar and Cleveland Charity Registration: 1112414

Company Registration: 5562437 (England and Wales)

Latimer Hinks 5-8 Priestgate Darlington Co Durham DL1 1NL

Trustee Board

Registered Office:

The CORE Church Row Darlington Co. Durham DL1 5QD

Chief Executive: Helen Howson

Company Secretary: Hazel Thompson

Senior statutory auditor

P W Lamb FCA DipPFS

Auditors

Date of appointment within the given year (DA) Date of leaving within the given year (DOL)

Mr. L McLeman (Vice-chairman) Mr. R Murphy (Chairman) Mr. D Byers (DOL) 15/11/2023 Mr. P Pimm Mrs. C Flintoft-Smith Mrs. B Buckle Mr. M Redhead Mr. M Head (DOL) 15/10/2023 Mr. C Payne Dr. M Betterton Mrs. M Fairley (DA) 15/11/2023

Allen Sykes Limited 5 Henson Close South Church Enterprise Park Bishop Auckland Co. Durham DL14 6WA

Bank

Barclays Bank Plc 27/31 High Row Darlington Co. Durham DL3 7QS

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C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D

WE HAVE VOLUNTEER ROLES IN YOUR AREA

All sort of people volunteer with us and for many different reasons, but one thing that unites them all is that they find it challenging, rewarding and varied.

It’s a chance to make an active difference to people’s live in your community.

Volunteering with us offers you:

• a chance to meet new people

• new skills

• an opportunity to contribute to your community

• full training

• enhanced employability skills.

We have roles including:

• telephone assessor

• adviser

• charity fundraising

• trusteeship

• customer service

• campaigning

• publicity

• administration

Contact details:

[e-mail]

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C ITIZ EN S A D V IC E D A R L IN G TO N , R ED C A R & C L EV EL A N D
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PA G E 54

We provide free, independent, confidential and impartial advice to everyone about their rights and responsibilities. We value diversity, promote equality and challenge discrimination.

© Citizens Advice Darlington, Redcar and Cleveland Company limited by guarantee No. 5562437 Charity Registration No. 1112414

Authorised & Regulated by the Financial Conduct Authority FRN: 617578

COMPANY REGISTRATION NUMBER: 05562437 CHARITY REGISTRATION NUMBER: 1112414 Citizens Advice Darlington, Redcar & Cleveland Company Limited by Guarantee Financial Statements For the Year Ending 31 March 2024

Citizens Advi￿ Darlington, Redcar & Cleveland Company Limited by Guarantee Year end 31 March 2024 page Referen￿ and Administrative Details Trustees, Annual Report (Incorporating the Directors, Report) Independent Auditor's Report to the Members 10 Statement of Financial Activities (Including Income and Expenditure Account) 15 Statement of Financial Position 16 Statement of Cash Flows 17 Notes to the Financial Statements 18

Citizens Advi￿ Darlington, Redcar & Cleveland Company Limited by Guarantee Year end 31 March 2024 Reference and Administrative Detsils COMPANY REGISTRATION NUMBER 05562437 CHARITY REGISTRATION NUMBER 1112414 REGISTERED OFFICE The Core Church Row Darlington DL15QD THE TRUSTEES Barbara J Buckle Michael J Betterton Christopher J H Payne Christine Flintoft-smith David Byers Lawrence McLeman Malcolm Head Marian Fairley Mark Redhead Paul J Pimm Robert W Murphy resigned 15th November 2023 resigned 25th October 2023 appointed 15th November 2023 COMPANY SECRETARY Hazel Thompson INDEPENDENT AUDITORS Allen Sykes Ltd Chartered Accountants & Statutory Auditors 5 Henson Close South Church Enterprise Park Bishop Auckland DL14 6WA BANKERS Barclays, Darlington branch Leicester LE87 2BB

Citizens Advice Darlington, Redcar & Cleveland Company Limited by Guarantee Year end 31 March 2024 Trustees Annual Report (Incorporating the Directors Report) Objectives and Activities Summary of the Main Objectives The trustees of Citizens Advice Darlington, Redcar & Cleveland (formerly Darlington Citizens Advice Bureau), herein The Charity, who are also Directors for the purposes of Company Law, present their report and the accounts of the charity for the year ended 31 March 2024. Objectives and Activiti88 The main objective is the promotion of any charitable purpose for the benefit of the community in Darlington and District and Redcar and Cleveland by the advancement of education, the protection of health and the relief of poverty, sickness and distress. Strategic Objectives The Citizens Advice service provides free, independent, confidential and impartial advice and counsel to everyone on their rights and responsibilities. It values diversity, promotes equality and challenges discrimination. Darlington, Redcar and Cleveland Citizens Advice aims to: Provide the advice people need for the problems they face; Improve the policies and practices that affect people's lives; Train all workers to provide an accurate, high quality, client centred service. Darlington, Redcar and Clevoland Citizens Advice provides services that work Inform people about the law and how it affects them; Advise people of the possible options available to them and the potential consequences of different courses of action; Listen to and support people as they consider and decide what to do; Assist people in pursuing their chosen course of action. Influence those responsible for policies and services by recommending changes based upon peoples experiences. The maintenance and development of high-quality client centred Servi￿S. Increased partnership working as a means of meeting client expectations; The provision of support and advice particularly for clients with the greatest

Citizens Advice Darlington, Redcar & Cleveland Company Limited by Guarantee Year end 31 March 2024 Trustses Annual Report (Incorporating the Directors Report) {¢ontlnuèd} To maintain effective governance and increase reputation and profile of the offices in Darlington and Redcar and Cleveland; To build on the commitment of staff through effective recognition and personal development strategies; The development of a financial strategy that supports the aims and aspirations of the service its long-term viability. Achievements and performance Citizens Advice Darlington, Redcar & Cleveland has achieved a good relationship with employees as evidenced by its annual people survey and supportive supervision arrangements. Our Quality of Advice (QA) metrics are rated green by National Citizens Advice and we score highly in independent accessibility surveys for the clients and communities we serve. Communities report that they can identify and access our services easily and we are responsive to changing needs and requests. We have strong and productive operational and strategic relationships with funders with reporting and meetings to share information, good practice and monitoring of progress. Citizens Advice Darlington, Redcar & Cleveland enjoys good links with other organisations in its area of benefit, including statutory and voluntary agencies. We have good relationships with beneficiaries as evidenced by our satisfaction surveys. Citizens Advice Darlington, Redcar Cleveland continues to provide a diverse range of high-quality services within the Darlington and Redcar and Cleveland areas. From 1 April 2023 -31 March 2024 we helped with over 22,115 enquiries. All funder requirements for outcomes and numbers helped are met.

Citizens Advice Darlington, Redcar & Cleveland Company Limited by Guarantee Year end 31 March 2024 Trustses Annual Report (Incorporating the Directors Report) (contlnued) Financial Review Incoming resources for the year were £1,245,552 of which £1,041,432 related to restricted activities. A surplus of £135,484 was generated throughout the year. At 31 March 2024 free reserves were £609,434. Reserves policy We hold contracts and service level agreements with a range of statutory bodies and recognise the value of advice in improving health and wellbeing. We are grateful for the investment in our outreach to provide a coordinated approach to services for vulnerable and hard to reach clients. The number and range of funding sources provides us with a diversified base and ensures we are not over dependant on any one Sour￿ of funding. We are committed to robust financial planning and we maintain a projection of income for at least 3 years ahead. We are also aware there is no such thing as secure funding. The board's view is that a charity such as Darlington and Redcar and Cleveland Citizens Advi￿ should aim for free reseNes of 3 months activity excluding disbursements and partner payments estimated to be £206,247. The trustees can report an improved position on the free reserves from last year with free reserves being £609,434 compared to £555,283 at the end of the previous year. The trustees are satisfied that the charity has adequate funds to continue its work for the next 12 months. Plans for the Future Period The financial outlook for Citizens Advice Darlington, Redcar & Cleveland looks to be extremely challenging with a cost of living crisis and projected record numbers of people seeking help and support from our services. Structure, Governance and Management Nature of the governing document: The charity is a registered charity and a company limited by guarantee. The charity is also known and referred to as Citizens Advice Darlington. The maximum liability of each member is limited to £1. The charity is governed by its Memorandum and

Citizens Advi￿ Darlington, Redcar & Cleveland Company Limited by Guarantee Year end 31 March 2024 Trustees Annual Report (Incorporating the Diractors Report) (continued) Articles of Association as amended on 29th August 2013. The charity was incorporated as a company limited by guarantee on 13 September 2005. The charity commenced operations on 1 December 2005 at which date the assets and liabilities of the unincorporated entity were acquired. Organisational Structure The charity has a Board that consists of up to 10 members. This meets quarterly. There is a finance committee and an operations committee, each of which meets quarterly to fulfil their delegated authority from the Board. Membership of such groups may include staff, volunteers and others who can assist the Bureau. The Board may also establish consultation forums and focus groups. Responsibility for implementing the strategic development of the Bureau is delegated to the Chief Executive, who ensures that the organisation delivers the services specified and that it meets its key performance indicators. Recruitmenvappointment of new trustees The directors of the company are also Charity Trustees for the purposes of Charity Law. Under the requirements of the Memorandum and Articles of Association members of the Board are elected to serve for a period of three years after which they must stand for re-election at the next Annual General Meeting. The directors have drawn up a set of job descriptions and person specifications to cover the varied requirements of an ideally balanced board. In order to achieve this broad skill mix, candidates are asked to indicate their areas of expertise through a skills assessment. A Board recruitment panel considers all applicants and invites them to a panel interview. Appointments to the Board of Trustees are by co-option or election. Inductionltraining of new trustees The organisation runs a programme of training, which all board members are expected to attend. New Trustees are taken through an 'induction pack, to ensure that they are fully aware of the Charity's principles and their responsibilities to the organisation. Wider network The charity is a member of Citizens Advice, the National Association of Citizens Advice Bureaux. It adheres to the principles of the national network and is audited on the quality of advice and its organisational structure.

Citizens Advi￿ Darlington, Redcar & Cleveland Company Limited by Guarantee Year end 31 March 2024 Trustees Annual Report (Incorporating the Directors Report) {contlnu8d) Risk Management The Board has conducted a review of the major risks to which the charity is exposed and where possible has established systems to mitigate these. Internal risks are minimised by the development and implementation of policies and procedures, including those on health and safety, cash handling, IT, complaints and grievances. These are reviewed periodically to ensure that they meet the organisation's needs. A statement on reserves is included in this report: the Trustees recognise this is a significant area of risk for the organisation. Public Benefit The charty's aims and achievements have been set out within this report. The activities set out in this report have been undertaken to further the charity's charitable purposes for the public benefit. The Trustees have complied with the duty under Section 4 of the Charities Act 2011 to have due regard to public benefit guidance published by the Charities Commission and the Trustees have paid due regard to this guidan￿ in deciding what activities the charity should undertake. All Trustees give their time voluntarily and receive no benefit from the charity. No expenses were reclaimed from the charity during the year. Trustees, R08pon81bllltle8 Statement The trustees, who are also directors for the purposes of company law, are responsible for preparing the trustees, report and the accounts in accordance with applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practice). Company law requires the charity trustees to prepare accounts for each year which give a true and fair view of the state of affairs of the charitable company and the incoming resources and application of resources, including the income and expenditure, for that period. In preparing these accounts, the trustees are required to: select suitsble accounting policies and then apply them consistently. observe the methods and principles in the applicable Charities SORP; make judgments and accounting estimates that are reasonable and prudent.

Citizens Advice Darlington, Redcar & Cleveland Company Limited by Guarantee Year end 31 March 2024 Trustees Annual Report (Incorporating the Directors Report) (continued prepare the accounts on the going concem basis unless it is inappropriate to presume that the charity will continue in business. The trustees are responsible for keeping adequate accounting records that are sufficient to show and explain the charity's transactions and disclose with reasonable accuracy at any time the financial position of the charity and enable them to ensure that the accounts comply with the Companies Act 2006. They are also responsible for safeguarding the assets of the charity and hen￿ for taking reasonable steps for the prevention and detection of fraud and other irregularities. Auditor Each of the persons who is a trustee at the date of approval of this report confirms that: so far as they are aware, there is no relevant audit information of which the charity's auditor is unaware", and they have taken all steps that they ought to have taken as a trustee to make themselves aware of any relevant audit information and to establish that the charity's auditor is aware of that information. The auditor is deemed to have been re-appointed in accordance with section 487 of the Companies Act 2006. Small Company Provislons This report has been prepared in accordance with the provisions applicable to companies entitled to the small companies exemption. The trustees, annual report was approved on .............................. f of the board of trustees by: Robert W Murphy Chair

Citizens Advice Darlington, Redcar and Cleveland (formerly Darlington Citizens Advice Bureau) Company Limited by Guarantee Indèpendent Auditorfs Report to the Mombors of Cltlzens Advice Darlington, Redcar and Cleveland Year Ended 31 March 2024 Opinion We have audited the accounts of Citizens Advice Darlington, Redcar and Cleveland (the 'charity') for the year ended 31 March 2024 which comprise the statement of fi'nancial activities (including income and expenditure account), statement of financial position, statement of cash flows and the related notes, including a summary of significant accounting policies. The financial reporting framework that has been applied in their preparation is applicable law and United Kingdom Accounting Standards, including FRS 102 The Financial Reporting Standard applicable in the UK and Republic of Ireland (United Kingdom Generally Accepted Accounting Practice). In our opinion the accounts.. give a true and fair view of the state of the charity's affairs as at 31 March 2024 and of its incoming resources and application of resources, including its income and expenditure, for the year then ended., have been properly prepared in accordance with United Kingdom Generally Accepted Accounting Practice., have been prepared in accordance with the requirements of th8 Companles Act 2006. Ba818 for Oplnlon We conducted our audit in accordance with International Standards on Auditing (UK) {ISAs (UK)) and applicable law. Our responsibilities under those standards are further described in the auditorfs responsibilities for the audit of the accounts section of our report. We are independent of the charity in accordance with the ethical requirements that are relevant to our audit of the accounts in the UK, including the FRC'S Ethical Standard, and we have fulfilled our other ethical responsibilities in accordance with these requirements. Ihle believe that the audit evidence we have obtsined is sufficient and appropriate to provide a basis for our opinion. Concluslons Relatlng to Golng Concern In audltlng the accounts, we have concluded that the trustees, use of the going concern basis of accounting in the preparation of the accounts is appropriate. Based on the work we have performed, we have not identified any material Un￿rtaIntieS relating to events or conditions that, individually or collectively, may cast significant doubt on the charity's ability to continue as a going concern for a period of at least twelve months from when the accounts are authorised for issue. Our responsibilities and the responsibilities of the trustees with respect to going concem are described in the relevant sections of this report. io

Citizens Advice Darlington, Redcar and Cleveland (formerly Darlington Citizens Advice Bureau) Company Limited by Guarantee Independent Auditorfs Report to the Members of Citiz8ns Advice Darlington, Redcar and Cleveland (contlnued) Year Ended 31 March 2024 Other Information The other information comprises the infomation included in the annual report, other than the accounts and our auditor's report thereon. The trustees are responsible for the other information. Our opinion on the accounts does not cover the other information and, except to the extent othen4vise explicitly stated in our report, we do not express any form of assurance conclusion thereon. In connection with our audit of the accounts, our responsibility is to read the other information and, in doing so, consider whether the other information is materially inconsistent with the accounts or our knowledge obtained in the audit or othenwise appears to be materially misstated. If we identify such material inconsistencies or apparent material misststements, we are required to determine whether there is a material misstatement in the accounts or 8 material misstatement of the other information. If, based on the work we have performed, we conclude that there is a material misstatement of this other information, we are required to report that fact. INe have nothing to report in this regard. Oplnlon8 on Other Matters Pr•scrlbod by th• Companies Act 2006 In our opinion, based on the work undertaken in the course of the audit.. the information given in the trustees, report for the financial year for which the accounts are prepared is consistent with the accounts" and the trustees, report has been prepared in accordance with applicable legal requirements. Matt•r8 on Which We are Requlrod to Report by Exception In the light of the knowledge and understanding of the charity and its environment obtsined in the course of the audit, we have not identified material misstatements in the trustees, report. Ve have nothing to report in respect of the following matters in relation to which the Companies Act 2006 requires us to report to you if, in our opinion.. adequate accounting records have not been kept, or returns adequate for our audit have not been received from branches not visited by us,. or the accounts are not in agreement with the accounting records and retums,. or certain disclosures of trustees, 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 not entitled to prepa￿ the accounts in accordance with the small companies regime and take advantage of the small companies, exemptions in preparing the directors, report and from the requirement to prepare a strategic report. 11

Citizens Advice Darlington, Redcar and Cleveland (formerly Darlington Citizens Advice Bureau) Company Limited by Guarantee Independent Auditorfs Report to tho Members of Citizens Advice Darlington, Redcar and Cleveland fcontlnued) Year Ended 31 March 2024 Responslbilities of Trustees As explained more fully in the trustees, responsibilities statement, the trustees (who are also the directors for the purposes of company lawl are responsible for the preparation of the accounts and for being satisfied that they give a true and fair view, and for such internal control as the trustees determine is necessary to enable the preparation of accounts that are free from material misstatement, whether due to fraud or error. In preparing the accounts, the trustees are responsible for assessing the charity's ability to continue as a going concem, disclosing, as applicable, matters related to going concern and using the going concern basis of accounting unless the trustees either intend to liquidate the charity or to cease operations, or have no realistic alternative but to do so. Audltorfs Respon8ibllltles for the Audit of the Accounts Our objectives are to obtain reasonable assurance about whether the accounts as a whole are free from material misstatement, whether due to 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 a guarantee that an audit conducted in accordance with ISAS (UK) will always detect a material misstatement when it exists. Misstatements can arise from fraud or error and are considered material if, individually or in the aggregate, they could reasonably be expected to influence the economic decisions of users tsken on the basis of these accounts. Irregularities, including fraud, are instances of non-compliance with laws and regulations. We design procedures in line with our responsibilities, outlined above, to detect material misstatements in respect of irregularities, including fraud. The extent to which our procedures are capable of detecting irregularities, including fraud is detsiled below.. Our approach to identifying and assessing the risks of material misstatement in respect of irregularities, Including fraud and non-compliance with laws and regulations, was as follows.. the engagement partner ensured that the engagement team collectively had the appropriate competence, capabilities and skills to identify or recognise non-compliance with applicable laws and regulations; we identified the laws and regulations applicable to the company through discussions with directors and other management, and from our commercial knowledge and experience of the sector., we focused on specifi'c laws and regulations which we considered may have a direct material effect on the financial statements or the operations of the company, including the Companies Act 2006, Charities Act 2011, taxation legislation, data protection, anti-bribery, employment, environmental and health and safety legislation., we assessed the extent of compliance with the laws and regulations identified above through making enquiries of management and inspecting legal correspondence,. and identified laws and regulations were communicated within the audit team regularly and the team remained alert to instances of non-compliance throughout the audit. We assessed the susceptibility of the company's financial statements to material misstatement, including obtaining an understanding of how fraud might occur, by.. making enquiries of management as to where they considered there was susceptibility to fraud, their knowledge of actual, suspected and alleged fraud,. and considering the internal controls in place to mitigate risks of fraud and non-compliance with laws and regulations. 12

Citizens Advice Darlington, Redcar and Cleveland (formerly Darlington Citizens Advice Bureau) Company Limited by Guarantse Independent Audltorfs Report to the Members of Cltlzens Advlce Darlington, Redcar and Cleveland (continued) Year Ended 31 March 2024 To address the risk of fraud through management bias and override of controls, we.. performed analytical procedures to identify any unusual or unexpected relationships. tested journal entries to identify unusual transacts'ons- assessed whether judgements and assumptions made in determining the accounting estimates were indicative of potential bias., and investigated the rationale behind any identified significant or unusual transactions. In response to the risk of irregularities and non-compliance with laws and regulations, we designed procedures which included, but were not limited to: agreeing financial statement disclosures to underlying supporting documentation. enquiring of management as to actual and potential litigation and claims,, and reviewing correspondence with HMRC, relevant regulators and the company's legal advisors. There are inherent limitations in our audit procedures described above. The more removed that laws and regulations are from financial trans8Ctions, the less likely it is that we would become aware of non- compliance. Auditing standards also limit the audit procedures required to identify non-compliance with laws and regulations to enquiry of the directors and other management and the inspection of regulatory and legal correspondence, if any. Material misstatements that arise due to fraud can be harder to detect than those that arlse from error as they may involve deliberate concealment or collusion. As part of an audit in accordance with ISAS (UK), we exercise professional judgment and maintain professional scepticism throughout the audit. We also.. Identify and assess the risks of material misstatement of the accounts, whether due to fraud or error, design and perform audit procedures responsive to those risks, and obtain audit evidence that is sufficient and appropriate to provide a basis for our opinion. The risk of not detecting material misstatement resulting from fraud is higher than for one resulting from error, as fraud may involve collusion, forgery, intentional omissions, misrepresentations, or the override of internal control. Obtain an understanding of internal control relevant to the audit in order to design audit procedures that are appropriate in the circumstances, but not for the purpose of expressing an opinion on the effectiveness of the internal control. Evaluate the appropriateness of accounting policies used and the reasonableness of accounting estimates and related disclosures made by the trustees. Conclude on the appropriateness of the trustees, use of the going concern basis of accounting and, based on the audit evidence obtained, whether a material uncertainty exists related to events or conditions that may cast significant doubt on the charity's ability to continue as a going concem. If we conclude that a material uncertainty exists, we are required to draw attention in our auditor's report to the related disclosures in the accounts or, if such disclosures are inadequate, to modify our opinion. Our conclusions are based on the audit evidence obtained up to the date of our auditor's report. However. future events or conditions may cause the charity to cease to continue as a going concern. Evaluate the overall presentation, structure and content of the accounts, including the disclosures, and whether the accounts represent the underlying transactions and events in a manner that achieves fair presentation. 13

Citizens Advice Darlington, Redcar and Cleveland (formerly Darlington Citizens Advice Bureau) Company Limited by Guarantee Independont Auditor's Report to the Members of Cltlzens Advice Darllngton, Rodcar and Cleveland (continued) Year Ended 31 March 2024 We communicate with those charged with governance regarding, among other matters, th6 planned scope and timing of the audit and significant audit findings, including any significant deficiencies in internal control that we identify during our audit. Use of Our Report This report is made solely to the charity'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 charity'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 than the charity and the charity's members as a body, for our audit work, for this report, or for the opinions we have formed. Mr P W Lamb (Senior Statutory Auditor) For and on behalf of Allen Sykes Ltd Chartered Accountants & Ststutory Auditor 5 Henson Close South Church Enterprise Park Bishop Auckland County Durham DL14 6WA 14

Citizèns Advice Darflngton, Redcar & Cleveland STATEMENT OF FINANCIAL ACTIVITIES FOR THE YEAR ENDED 31 MARCH 2024 (INCLUDING INCOME AND EXPENDITURE ACCOUNT) Unrestricted Funds Restricted Funds Totsl 2024 Total 2023 Noto Income from: Donations & legacies 1,461 956 2,417 3,822 Charitable ￿tIVitieS 192,221 1,036,377 1,228,598 940,184 Tr&Jing Activities 1,143 1,223 2,366 12,865 Investrnent income 586 593 Other income 8.709 2.876 11.585 29.352 TOTAL INCOIIE 204,120 1,041,432 1,245,552 986,816 EXPENDITURE ON Charitable actlvltie• Advice and Information 168,809 941,458 1,110,067 989,293 TOTAL EXPENDITURE 168,609 941,458 1,110,067 989,293 NEf INCOMEI {EXPENDITUREI. before net gaIn￿(lo$se6I 35,511 99,974 135,485 (2,477) Actuarial gairnllh)ss) on defined benefit pensic scheme (1) (1) 106 NET INCOMEI {EXPENDITUREI 35,510 99,974 135,484 (2,371) Transfers Betsyeen Funds 21,253 {21,253) NEf MOVEMEiif IN FUNDS 56,763 78,721 135,484 (2,371) Reconclllatlon of Fund8 Funds brought forward al1 April 2023 666,820 99,946 766,766 769,137 Funds carrfed forward 31 March 2024 723 583 178.667 902 250 A comparative Statement of Financial Activities 18 found in Note 2 The Statement of Financial Activities includes all gains and losses recognised in the year. All of the Charity's activities derive from continuing operations. 15

Citizens Advice Darllngton, Redcar & Cleveland BALANCE SHEET AS AT 31 MARCH 2024 2024 2023 nots FIXED ASSETS Tangible Assets 13 122.149 111,537 CURRENT ASSETS Debtors Cash at bank and in hand 14 169.915 684.469 854.384 213,392 492,188 705,580 CREDITORS: Amounts falllng due wlthln one year 15 {72,429} (48,3821 NET CURRENT ASSErs 781,955 659,198 TOTAL ASSETS LESS CURRENT LIABILITIES 904,104 770,735 Net Assets Excludlng D•fined Beneflt Penslon 904,104 770,735 Defined benefit pen8ion scheme a88et l (liability) 17 {1,854) {3,969) TOTAL NET ASSETS 2,250 766.766 FUNDS Restricted income fund8 Unrestrided income fund8 General fund 16 178,667 99,948 16 723,583 666,820 TOTAL FUNDS 18 902,250 766,766 The note8 on page8 18- 36 fomi part of these account8. These accounts are pr8pared in accordance wlth the special provision8 of part 15 of the Companle8 Act 2006 relating to small companiès and constitute the annual accounts required by the Companies Act 20C6 ar)d are for clrc n to member8 of th8 company. name.. name.. role- Chair of Tru8tee8 role.. TÉ c A5 ￿￿tE(L Company Registration Number '. 05562437 (England & Wales) 16

Citizens Advice Darllngton, Redcar & Cleveland STATEMENT OF CASH FLOWS YEAR ENDED 31 MARCH 2024 2024 2023 note Cash flows from operatlng activit188 Net Income/lExpenditurel for the perlod 135,484 12,3711 Adjusted for: Depreclatlon charge Investment Income 13 585 15861 15931 Penslon scheme flnance cost 17 152 118 Penslon scheme Deflclt contrlbutlons 17 12.268} 12,2681 Penslon scheme18alnl/loss 17 11061 Decrease/lln¢feasel In debtors {Decreaselhn¢rease In credltors 14 43,477 1126,3771 16,9781 15 26,047 Not cash flow8 from oporntlng actlvftles Cash flows from Inv88tlng actlvltlo8 Dlvldend5, Interest and rents from Investments 202.991 1137,990 586 593 Tan8lble flxed assets addltlons 13 111,2961 Net cash flows from Investlng actlvltles 10,7101 593 Net Increa5elldecreasel In cash and cash equlvalent5 192,281 1137.3971 Cash and cash equlvalents at l Aprll 2023 492,188 629,585 sh and cash equlvalents at 31 March 2024 684,469 492,188 All of the cash flows are derlved from contlnulng operatlons durln8 the above two perlods. 17

Citizens Advice Darfington, Redcar & Cleveland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 l. Accounting Policies The principal accounting policies adopted, judgements and key sources of estlmation uncertainty in the preparation of the financial statements are as follows: 1.1 General Information The charity is a public benefit entity and a private company Ilmlted by guarantee, registered in England and Wales and a registered charity in England and Wales. The address of the registered office is The Core, Church Row, Darlin8ton. DLI 5QD. 1.2 Statement of Compllance These accounts have been prepared in compliance wlth FRS 102, 'The Financial Reporting Standard applicable In the UK and the Republlc of Ireland,, the Statement of Recommended Practice applicable to charities preparlng their attounts in accordance with the Flnanclal Reporting Standard applicable In the UK and Republic of Ireland {FRS 1021 Icharltles SORP IFRS 10211 and the Companies Act 2006. 1.3 8a818 of Preparation The financial statements have been prepared on the hlstorlcal cost basls, as modlfied by the revaluation of certain financial a55ets and liabilities and Investments measured at falr value through income or expenditure. The financial Statements are prepared in sterling, whlch Is the functional currency of the entitv. 1.4 Going Concern There are no material uncertainties about the charlty's abillty to continue. 1.5 Judgements and Key Sources of Estimation Uncertalnty The preparatlon of the financlal statements requires mana8ement to make Judgements, estimates and assumption5 that affett the amounts reported. These estimates and judgements are contlnually reviewed and are based on experience and other factors, Includin8 expectatlons of future events that are believed to be reasonable under the clrcum5tances. Key sources of estimation uncertainty: Defined benefit pension scheme. The charity is a member of a Mult1￿mployer defined benefit scheme. The charity has recognised its liability under the deficit recovery plan at falr value which is based on the recommendatlons of the scheme actuary. The actuary uses certain critical assumptions, such as dlscount rate, mortality and expected rates of return when setting the deficit recovery plan for the scheme at each trlennial review. 18

Citizens Advice Darlington, Redcar & Cleveland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 1.6 Fund Accounting Unrestricted funds are avallable for use at the discretion of the trustee5 in f urtherance of the purposes of the charitv. Designated funds are unrestricted funds earmarked by the trustees for specific purposes. Restricted funds are SLJblected to restrictions on their expenditure imposed by the donor. 1.7 Income All income is included sn the statement of flnanclal activities when the charity is entitled to the income, any performance related conditions attached have been met or are fully within the control of the charlty, the income is considered probable and the amount can be quantified with reasonable atcuracy. The followin8 speciflc policles are applied to particular categories of Income.. Donatlon5 and legacy income is received by way of donatlons, legacie5J grants and 8lfts and is Included in full in the Statement of Financial Activlties when receivable, Where legacies have been notified to the charity but the criteria for income recognltion have not been met, the legacy is treated as a contingent asset and dlsclosed if material. Grants, where entitlement is not condltional on the delivery of a speclflc performance by the charity, are recognlsed when the charity becomes unconditionally entitled to the 8rant. Donated servlces and facilitles are Included at the value to the charlty, belng the amount the charity would have been willing to pay to obtaln services or facilitie5 of equSvalent economic beneflt on the open market. Investment Income Is Included when receivable. Income from charltable trading activlty Is accounted for when earned. Income from 8rants, where related to performance and specific deliverables, are accounted for as the charity earns the rl8ht to consideration by Its performance, 19

Citizens Advice Darfington. Redcar & Clèveland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 1.8 Expenditure Expenditure is recognised on an accruals basis as a Ilablllty Is Incurred. Expendlture Includes ènv VAT which cannot be fully recovered, and is reported as part of the expendlture to whlch it relates: Costs of raislng funds comprise the costs associated with attractlng donations, grants and legacies and the costs of trading for fundralslng purposes. Charltable expendlture comprlses those costs Incurred by the charlty In the dellvery of Its artlvltles and servlces for its beneflciarles. It Includes both costs that can be allocated dlrectly to such actlvltSes and those costs of an Indlrect nature necessary to support them. Other expendlture Includes all expendlture that is nelther related to ralslng funds for the charlty nor part of Its expendlture on charStable activities. All cost5 are allocated between the expendlture cate8ories of the SOFA on a basls designed to reflect the use of the resource. Costs relatin8 to a partlcular actlvlty are allocated directlv, others are apportloned on an approprlate basls, as set out in the notes to the accounts. 1.9 Tanglble As8et8 Tangible flxed a￿ets are inltlally recorded èt cost, and subsequently stated at cost less any accumulated depreclatlon and impairment losses. The costs of minor additions or those costin8 below £2000 are not capitalised. 1.10 Depreciation Depreclatlon Is calculated so as to wrlte off the cost or valuatlon of an asset, less Its resldual value, over the useful economic life of that asset as follows: Computers- 25% stralght Ilne Fixtures & Fittings - 2S% stral8ht Ilne Land and bulldln8s are measured at falr value with sufflclent regularlty to ensure that the carryln8 amount does not dlffer materially from the falr value at the reportlng date, with chan8es in fair value re¢o8nised In the statement of flnanclal activltles. 1.11 Impairment of Flxed Assets A revlew for Indicators of impalrment Is carried out at each reporting date, with the recoverable amount being estimated where such indicators exlst. Where the carrying value exceeds the recoverable amount, the asset is impaired accordlngly. Prior impairments are also reviewed for posslble reversal at each reporting date. 20

Citizens Advlce Darllngton, Redcar & Cleveland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 1.12 Financlal In8trument8 A financial asset or financlal Ilabllity is reco8n15ed only when the entlty becomes a party to the contrartual provisions of the Instrument. Basic flnancial instruments are Initially recognised at the amount receivable or payable including any related transaction costs, unless the arrangemenl constltutes a financing transaction, where it is reco8nised at the present value of the future payments dlscounted at a market rate of interest for a slmilar debt Instrument, Current assets and current Ilabilities are subsequently measured at the cash or other consideratlon expected to be paid or recelved and not dlscounted. Debt Instruments are subsequently measured at amortised cost. 1.13 Retirement Beneflt• Contrlbutlons to deflned contrlbution plans are recognised as an expense In the period In which the related servlce Is provlded. Prepald contrlbutlons are recognised as an asset to the extent that the prepayment w511 lead to a reductlon In future payment5 or a cash refund. When contributlon5 are not expected to be Settled wholly wlthin 12 months of the end of the reporting date In which the employees render the related servlce, the Ilability Is measured on a dlscounted present value basls, The unwlnding of the dlscount Is reco8nlsed as an expense In the period Sn whlch it arlses. The charlty also contributes to The Growth Plan admlnlstered by TPT Retirement Solutlons. The Plan Is a multi-employer pension plan. It is not posslble in the normal course of events to Identify on a reasonable and conslstent basls the charity's share of underlyln8 assets and Ilabilitles, In accordance wlth Charlties SORP {FRS 1021 the obll8atlon to make good the deficlt by way of deflcit contributlons has been reco8nlsed In these Flnancial Statements at fair value. 1.14 Debtor8 Trade and other debtors a￿ reco8nlsed at the settlement amount due after any trade dlscount offered. Prepayments are valued at the amount prepaid net of any trade discounts due, Accrued Income and tax recoverable is included at the best estimate of the amounts receivable at the balance sheet date. 21

Citizens Advlce Darlington, Redcar & Cleveland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 1.15 Cash at Bank and in Hand Cash at bank and cash In hand Includes cash and any short tenn hlghly liquid investments with a short maturlty of th￿e months or less from the date of acqulsitlon or openin8 of the deposit or similar account. 1.16 Creditors Creditors are recognised where the charity has a present obligation resulting from a past event that will probably result in the transfer of funds to a thlrd party and the amount due to settle the obligation tan be measured or estimated reliably. Creditor5 are normally reco8nised al thelr settlement amount after allowin8 for any trade discounts due. 1.17 Llmlted by Guarantee The company Is Ilmlted by guarantee. In the event of the company belng wound up members are requlred to contrSbute an amount not exceedSn8 £1. The number of members at the perlod end was 8. 22

Cftlzens Advlce Darlington. Redcar & Cleveland NOTES TO THE FINANCIAL STATEMENTS FOR THEYEAR ENDED 31 MARCH 2024 2. Comparatlve Statèment of Flnanclal Activitiès Yèar Ended 31 March 2023 (Including Income And Expendlture Account) Unrestricted Funds Restrlcted Funds Total 2023 Income from: Donations & legaci8S 2,622 1.200 3,822 Charitable activities 120,000 820,184 940,184 Trading Aclivilies 12,865 12,865 Investment income 593 593 Other incom& 21,270 8.082 29.352 TOTAL INCOME 157,350 829,466 986,816 EXPENDITURE ON Charttabl• actlvftlob Advice and Information 144,389 844.904 989,293 TOTAL EXPENDITURE 144,389 844,904 989,293 NET INCOMEI IEXPENOITUREI- before net galn8111088e81 12,961 (15,438) (2.477) Actuarial gainllloss) on defined knefft pension sthem& 106 NET INCOMEI {EXPENDITURE) 13,067 {15,438) (2,371) Tr￿Sfer$ 8efvthn Funds 2,473 (2,473) NET MOVEMENT IN FUNDS 15,540 (17,911) (2,371) Reconcillatlon of Funds Funds brought forwaTd at1 April 2022 651,280 117,857 769.137 Funth carrled fonvard 31 March 2023 666,820 99,946 766,766 23

Citizens Advlce Darfington, Redcar & Cleveland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 3. Income from Donatlons and Legacle6 Unre8trfcted Restricted Funds Fund8 Totsl Unrestrlcted Reslrfcted 2024 Funds Funds Totsl 2023 Donations 1.461 956 2,417 2,622 2,622 1.200 3,822 Total 1,461 956 2.417 1,200 3,822 Income from Charltlable Actlvllle8 Unre8trlcted Restrfcted Fund6 Funds Total Unrn8trlcted Restrlcted 2024 Funds Fund6 Totsl 2023 Advic• & Infom)atlon Sfrrvl¢•s: Fundèr CCG Health . GP Surgerfes Citizens Advice- Cost of Livlng Citizen6 Advic6- Debt Mod&ml88tlon Fund Cllizen8 Advico - Energy Crtlzen$ Advlce- Money Advice Servlce Debt Advl Dorlington BC- Beno1118 Advlce & Support Servl¢e DaTlington BC- Communlly Care Darlinglon BC - Finan¢ial CT1818 Darlinglon BC - Household Support Fund Darlinglon 8C- Trailblazer Good Thlngs Foundation H•rtlepool Ciltt8n8 AdvlrAJ Lotl8ry- Cllent dl8burn8ment Lollery- GOLD Lottery- LEAP Macmi118n Cancer Support North East L8w Cent North Star Redcar BC Redcar BC - Hou88hold Support Fund Red¢8r BC - Mortg8ge R88CU• Saltburn Solldar step FoN8rd Tee8 Valby Stockton Cltlzen6 Advicè- Energy Redre88 Tees Valley Move Forward Tee8, Egk & Wear Vall6y8 NHS Found8tlon Trussell Tru8t West Park Hospital W<)odsmilh Foundallon Youth Employment Inrtl8tlve 24,960 62.250 8,665 24,960 62.2SO 8,655 28,920 212,483 30,000 166.880 118,239 30,000 827 4,476 3,301 69,552 35,989 82.472 18.025 25.000 15,000 25,000 15,000 28,920 212,483 30,000 166,880 118,239 207.496 30,000 176,085 104.510 207,496 30,000 176,085 104.510 30,OCM) 827 4,476 15,846 15,846 3,301 69.552 35.989 82,472 18,025 15.021 16,518 15.021 16,518 10.000 110,000 10,000 110,000 70,000 60,000 70,000 60,000 38,851 3,259 1,495 24,928 21,427 30,0¢)O 30,575 24,929 1.903 24.202 38,851 3,259 1,49S 24,928 21,427 30.000 30.575 24,929 1,903 38,851 38.8S1 30,617 11,517 30.617 11.517 20,384 31,470 10.000 71.869 20.384 31,470 10.000 71,869 Totsl 192.221 1.036.3TI 1,228.598 120,000 820,184 940,184 6. Tradlng Acllvltle$ Unre8trlcled Restrlcted Funds Funds i 01a1 Unrestrlcted Restrlcled 2024 Fund$ Funds i otai 2023 Room Hire Mgnag8menl Consullan¢y 1,143 1,223 2,366 6,160 6,705 6.160 6,705 Total 1.143 1.223 2,366 12.865 12,865 24

Cttlz•n8 Advlco Daflliigton, Rodcfir & Clovel•nd NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 Inv•8tm•nt Income Un￿1￿cted Restricted Fund8 Totsl Unre8trlcted Reslrlcled 2024 Fu Funds Totsl 2023 lThm& frcm bank dèpo8tt8 566 S86 593 586 593 593 7. Oth•r Incom• Unre8lrl¢tsd Re8tdctsd Fund8 Furnf8 Total UnTe81rfcted Ro81rlcted 2024 FurS8 Funds Totsl 2023 DWP- KkkStrt Ofvr Irwm• 1,493 7,216 1,493 10.0•2 19,601 1,689 19.601 9,761 2,876 Totol An•ty81• of Exp•ndltur• on Charlt•bl• Acllvlti Unre8lrl¢d R881dcl8d Fund8 Fundi Totsl 1024 Adv1¢• & Informatlon •orvlco•: D0￿Ct C0818 Ajlocgtod Supp)rt Coots below) GDvemanca Co8t8 128.138 37.785 1,886 719,172 210,976 11.310 848,310 248,761 12.￿8 Tothl Reoource8 ExF4Jnd•(I 166.609 941,458 1.110,067 8t•ff Co8ts Oth•r Co8t• Totsl 2024 Allocat•d Supwrt Costs com 206.293 42,488 248,761 Unr681rfcted R68lrlcted FuThJ8 Fund8 Total 2023 Prlor y••r Advice & Infomi•tlon ￿rvIC•￿'. Olrect CO8ts Albcated Support Ctslts Iw télowl Govamanc¥ Co•tg 114,328 27,989 2,074 575,893 254,469 14,542 190.219 282.458 18,616 Total R•6ouru8 Exp8nd•d 144.389 844.904 989.293 staff Costs Totsl 2023 Costs AllrKatod Support Cost8 compri 233,OS7 49,401 g. N•t IneomWIExp•ndltur•l lor th• y••r Thi818 8t0￿1 aft8r¢hargiThJllcr•dltiNJl". 2024 2023 D•precialk)n Audlt F808 585 8.320 4.410 25

Cltlzens Advlca Darllngton, Radcar & Cl•v•land NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 10. Staff costs Stsff costs during the year were as follows.. Total 2024 Total 2023 Wages & Salarie8 Social Securty C¢)sts Pension Costs Termination paymènts 601,182 39,843 13,878 567,265 37,853 13,580 10,0 654,903 628,698 No emFloyee has employee benefits beiweèn £60,OtXI and £70,000 In the ye8r12023'. 0) The average number of employee8 during the year wa8 2024 No. 2023 No. Management Advlce Delivery Admin & 8UPPOrt 24 21 Total 28 Key Management Per80nnel include all per8on8 that have authority and responsibilty for planning, directlng and controlling the activrtles of the charity. The total emoluments of the key management personnel were £174,950 (2023.. £164,032) 11. Truste• Remuneratlon and exponsol Neither the Trustees nor any per80n8 connected with them received any r8muneration or reimbursed expen8e8 during the year12023.' £76 travel) 12. Corporatlon tax The charlty 18 èxempt from corpor8tlon tax on Income and gains falllng wlthln Chapter 3 of Part 11 of the Corporation Tax Act 2010 or Section 256 of the Taxation of Chargeable Gains Act 1992 to the extent that these are applied to its charrtable objects. No tax ch8rge8 have arisen in the charity. 26

Cltlzens Advlc• Darlington, Radcar & Cleveland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 13. Flxed assets: tanglble a88et8 Freehold Property Computsr8 Flxlure8 and flttlng$ Total Cost At 1 April 2023 Addition8 110,O¢XI 621 8,000 117,552 3,296 228,173 11,296 At 31 March 2024 110,000 8,621 120,848 239,469 Dopreclallon At 1 April 2023 Charge for the year At 31 March 2024 621 116,015 116,636 621 116.699 117,320 t Book Value At 31 March 2024 110,(KsO 8,IXIO 4,149 122,149 At 31 March 2023 110,000 1,537 111,537 The freehold propety 18 carried at Its fair value basad on valuations undertaken when the property was transferred into the charity. The Truslee8 believe that the falr value of the propety has not changed slgnificantly since that dats. If thè propety w88 not C8rrled at 118 fair value It would be included at the followlng historlcal co8t.' Cost £1100th) (current and prlor year), Depreclatlon £2200. charga £1100, £3300, NBV bl￿d £1078CNJ, NBV £106700 27

Cftlzans Advlca Darllngton, Redcar & Cl•veland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 14. Debtors 2024 2023 Trade debtor8 Prepayments Accrued income 100,121 10,739 59,055 158,704 5.846 48,842 169,915 213,392 15. Credltor8'. Amounts falllng du• wlthln one year 2024 2023 Trade Creditors Taxallon and 8oclal 8ecurlty c08ts Accruals Other Credltor8 18,770 12,063 27,772 13,824 10,353 7,688 15,389 12,952 72,429 46,382 28

Citizens Advice Darllngton, Rodcar & Cleveland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 16. Funds Bal•nc• 1 Incoming April 2023 Re8our¢o8 Outgoing Re8ource• Gains & Bal&nce 31 ILoB8èsI Transfern March 2024 Unrestrlctsd fund8: General Funds Designated Funds Pension reserve Total unrestrlcted fund8 666,820 204,120 {168,6091 21,253 723,583 666.820 204,120 1168,6091 21,253 723,583 Restrict￿ Funds.. CCG- Northern Cancer AllSancé CCG Health - GP Surgerles Citizens Advice- Cost of Living Cltizens Advice- Debt Modernisalion Fund Citizen$ Advic8- LIBOR Cits'zen8 Advice - Money Advlce Service Dol Client Disbur$em&nts - Inner Whe61 County Durham Community Foundation Darlinglon BC - Benefits Advice & Support , Darlington BC- Community Care Darllngton BC - Emergency Assi8tsnc8 Gra Darlinglon BC- Financial Crisis D8rlington BC - Trailblazer Energy Redr888 Scheme Fixed Assets Good Things Foundation Growing Old Living in Darlinglon (GOLD) Lottery- Client disbur8ement Lottery. GOLD Lottery- LEAP Macmillan Cancer Support Redcar BC- Mortgage ReBcue Sallbum Solidarity Slep Forward Teas Vallèy Tee8 Valley Move Forward Tee8, Esk & Wèar Valleys NHS Foundation Trussell Trust West Path Hospital Woodsmilh Foundation Youth Employment Initiative 13,810 11,0921 124,9601 176,491 } 16551 12,718 24,960 62,250 8.65S 14,241 18,000) 13,356 13,356 212,483 {191.606) 11,093) 13,543> 130,0001 1178,5991 14,7811 {112,6441 1827) 124,5521 120,8771 1,093 3,543 30,000 166,880 19,408 4,781 6,802 7,689 118,239 827 24,928 12,397 1376) 8,000 8,000 4,476 5,055 69.552 35,989 82,472 18,025 38,851 3,259 1,495 21,427 30.000 30.575 24,929 1.903 24,202 14,4761 16,4311 169,5521 {4,178} 11,600 10,224 31,811 82,472 {18,0251 (38,8511 13,2591 {1,4951 {21,4271 {30,0001 141.5451 124,9291 {2,2451 {24,2021 10.970 342 Total rostrfcted fund6 99,946 1,041,432 1941,4581 121,253) 178,667 Total fund8 766,766 1,110,067 902.250 29

citlzen8 Advlce Darlington, Redcar & Cleveland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 16. Fund8 (Prlor year comparative) Balance 1 Incomlng Outgoing Penslon Balance 31 Aprll 2022 Resources Resources GainllLo88) Transfers March 2023 Unrestrlctod funds: General Funds Designated Fund8 Pension reseNe 651,280 157,350 (144,389) 106 2.473 666,820 Total unrestrleted fund8 651,280 157,350 (144,389) 106 2,473 666,820 Re8trlcted Fund8: CCG - Northern Cancer Alliance CCG Health - GP Surgeries Citizens Advice - Cost of Living Citizens Advice - Ll BOR Citizens Advice - Money Advice Service Debt Advice Client Disbursements- 700 Club Client Disbursements - Inner Wheel County Durham Community Foundation Darlington BC - Benefits Advice & Support Service Darlington BC - Community Care Darlington BC - Emergency Assistance Grant Darlington BC - Financial Crlsls Darlington BC - Trailblazer Growing Old Living in Darllngton (GOLD) Macmillan Cancer Support North East Law Centre Redcar BC- Mortgage Rescue Step Forward Tees Valley Stockton Cits'zens Advice - Energy Redress Trussell Trust West Park Hospital Woodsmith Foundation Youth Employment Initiative 21,799 (7,989) (25,000) (759) 13,810 25.000 15,000 14,241 13,356 13,356 207,496 (207,496) (5,000) (107) 5,000 1,200 1,093 11,820 (8,077) 3,543 30,000 (30,000) (164,459) (15,415) (104,116) (15,846) (3,724) (15,152) (16,518) (38,8511 (30,617) (11,002) (9,414) (55,793) (7,700) (71,869) 7,782 176,085 19,408 20,196 4,781 6,408 104,510 15,846 6,802 12,242 3,082 11,600 131 15,021 16,518 38,851 30,617 11,517 (515) 20,384 31,470 10,000 71,869 10,970 24,323 (1,958) 342 Total restricted funds 117,857 829,466 (844,904) (2,473) 99,946 Total funds 769 137 986 816 989 293 106 766 766 30

Clllzens Advlc• Darlington, R•dcar & Clev•land NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 16. Funds (contlnuod) The specSflc purposes for whlch the funds are to be applied are as follows: DESIGNATED FUNDS: There are no designated funds balance taken from the general funds of the charlty.. RESTRICTED FUNDS: CCG - Northern Cancér Alllance To dellver a volunteer Infrastructure to improve the quality of Ilfe for people livln8 wlth and beyond cancèr. CCG Health - GP Surgerles To provlde advice In Darlington GP Practlces citlzon8 Advlc• . Cost of Llvlng A fund to expand Advl¢ellne capaclty for expected demand In¢￿ase$ due to the Cost of Llvln8 crlsls Cltlz•n$ Advlce - Dobt Mod•ml8atlon Fund A fund to purchase new equipment to support advlce seThlces Cltlzens Advlce - LIBOR A fund for the dellvery of debt advlce and financlal capablllty to veterans and emergency servlce personnel citlzen8 Advice - Monoy Advlce Servlco Debt Advlco Fundin8 from Cltlzens Advi￿ National to provlde face to face money advlce. Cllent Dl8burMments - 700 Club Grant fundln8 for direct financlal cllent support vla the Household Support Fund Cll•nt Dl8bur8ements - Inner Wheel Grant fvndlnB for dirert flnanclal cllent support vla the Household Support Fund County Durham Communlty Foundatlon To provlde school unifomi Items to famllles and chlldren In financlal hardshlp and povertv. Darllngton BC . Benefits Advlce & Support Sorvice Funded by Darlln8ton Borough Councll to provide a comprehenslve servlce for resldents presentin8 With needs around benefit eligibilitvi SUPPOrtln8 benefit appllcatlons & clalms andlor appeals where requlred. 31

Citizens Advlce Darlington, Radcar & Cleveland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 16. Funds (continued) Darllngton BC - Community Care To help to support vulnerable ￿SIdentS to remaln In the community or move back in tD the community after a perlod In supported or unsettled accommodatlon by providing a range of stsndard items11.e. brown & whlte 8oodsl- Darlington BC - Emergency Assistance Grant To provlde emergency food support for people experienclng food povèrtv. Darflngton BC - Flnancial Crlsls consumables & clothin8 vouchers along with generalist Informatlon & advlce on how to maxim15e Income, reduce debts Darflngton BC - Trallblazer Funded through the Department for Communltles and Local Government IDCLGI Cltlzens Advlce Darllnglon Is a partner workln8 to support people wlth beneflt and flnanclal advice who are at rI5k of homele55ness. Energy Redre85 Sch•m• The Energy Redres5 Scheme IERSI Ss deslgned to support energy consumers In vulnerable sltuatlons. The ERS project alms to provlde energy advice to vulnerable consumers by brln8ln8 together local Cltlzens Advlce wlth Health and Soclal agencles to dellver targeted support to vulnerable people In the borouBh of Darllngton. Flx•d Asset$ Fundlng for speclflc Flxed Assets. Good Thlng8 Foundatlon A grant to Increase dlgltal Incluslon and capablllty. Growlng Old Llvlng In Darllngton {GOLD) Thls fund contalns money raised for the project vla fundralsln8 and soclal events. Lottery- Client di8bursemont The project Is prolect almed at supporting resldent5 In need due to the cost of IlvlnB crls15. As well as addresslng hard5hlp and crlslsi provldln8 longer-term solution5 by ensurin8 people a￿ recelvln8 all the help they are lawfully enlitled to. Lottery - GOLD A 3 year prolect to set up a Growln8 Older provlslon In Redcar & Cleveland and Hartlepool and continue to develop the Growlng older prolect (GOLDI In Darlln8ton, shèplng 5ervlces and encouragln8 posltivè Ilfe chan8es for resldents over 50. Lottory . LEAP As part of a wlder Tees Valley InltSatlve, movlng partlclpants closer to the labour market wlth Interventlons and removlng flnanclal barrlers to work and volunteerln8. We wlll provlde Income maxlmlsatlon and flnanclal capablllty servlces to SLlPPOrt beneficlarles. Macmlllan Cancer Support This fund provldes support to Indlvlduals affected by cancer. North East Law Centre A re8ional project aimed at provldlng speclalist advice to support Indivldu?Is to progress legal matters in the areas of welfare benefits, family law and employment. The project aim is to work with cllents to help and support them to advance their own legal right5 and follow legal processes. Redcar BC - Mortgaoo Rescue A fund to deliver household budgetlng advice lo cllents struggllng to meet mortgage payments. Saltburn Solldarify Working In partnership wlth Saltburn Solldarlty to dellver Advice sesslons at their foodbank. 32

Citizèns Advlc• Darflngton, Redcar & Clev•land NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 16. Fund8 (continued) Step Fomard Tees Valley The Bulldlng Better Opportunities pro8rèmme Isjolntly funded by the Lottery and the European Social Fund to support the hardest to reach to athleve real change In thelr Ilves, Improving Ilnks between seNlces to address needs and move people towards employment. As a partner organlsation Cltlzens Advlce Darlln8ton provlde specialist SUPPOrt to Improve particlpant's financlal skllls. T••s, Esk & Wèar Valleyg NHS Foundatlon Funding to provide advlce for patlent5 at West Park Hospltal. Tees Valley Mové Forward Tees Valley.. Move Forward is an Inltlatlve funded by the UK Government throu8h the UK Shared proS￿rIty Fund. wlth the alm of supportlng economlcally Inactlve people to secure long temi employment. We provlde Incom8 maxlmlsatlon and flnanclal ¢apablllty servlces to support benefl¢larles. Tru•sell Tru•t FundlnB to dellver advl¢e wlthln Trussell Trust foodbanks In the area. West Park H08pltal Fundlng to provlde advlee for patlents at West Park Hospltal. Woodsmlth Foundatlon A 8rant for dlrett flnanclal support to dlents. Youth Employm•nt Inlllatlv• The Youth Employment Inltlatlve Is part-funded by the European Soclal Fund as part of the European Structural and Investment Funds Growth Pro8ramme In England. Supportln8 youn8 people aged between 16-29 not In employment, educatlon or tralnln8 to access skllls tralnlng and real Ilfe opportunltles to move Into educatlon, tralnlni or employment. 33

citlzèns Advice Darllngton, Redcar & Clavaland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 17. Pensions and Othèr Retirement Benèflts Deflned contributlon8 8cherne8: The company participates in a numbei of defined contribution pension s¢heme5. The amount recognised in income or expenditure as an expense in relation lo defined contribution plans was £13,878 (2023.. £13,580) Defined Beneflt Scheme The company participates in the scheme, a multiryemployer scheme which provides benefits to some 638 non-as8ocialed participating employers. The scheme is a defined benefit scheme in the UK. 11 is not possible for th8 company to obtain sufficient information to enable it to account for the scheme as a defined benefit scheme. Therefore it accounts for Ihe scheme as a d8fined contribution scheme. The scheme is subject lo the funding lègislation outlined in th8 Pensions Act 2004 which came into force on 30 December 2005. This, together with documents issued by the Pensions Regulator and Technical Actuarial Standards issued by the Financial Réporting Council, Set out the framework for funding defined benefit occupational pension schemes in the UK. Thé scheme 18 classifi8d 88 8 'la8t-m8n standing arrangement,. Therefore the company is potentially liable for olher participating employers, obligations if those employers are unable to meet théir sharè of the scheme deficit following withdrawal from the scheme. Pail'cipatlng employers are legally required to meet their share of the 8cheme deficit on an annuty purcha88 basis on withdr8W81 from th8 scheme. A full actuarial valuation for the 8cheme wes carried out at 30 September 2020. This valuation showed 88set8 of £800.3m, liabilities of £831.9m and a deficit of £31.6m. To eliminate this funding shortfall. the Trustee has asked the p8rtlclpating employers to pay additional contrlbutlons to the Bcheme a8 follow8.' Deflclt eontrlbutlon8 From 1 April 2022 to 31 January 2025.. £3,312,000 per annum (payable monthly) Unless a conce881on has been agreed with the Trustee the temi to 31 January 2025 applies. Note that the schème's previous valu8tlon w8S C8rried out with an effective date of 30 September 2017. This valuation showed assets of £794.9m, liabilities of £926.4m and a deficit of £131.5m. To eliminate Ihis funding shortf811, the Trustee asked the partlcipating employers to Pay additional contributions to the Scheme as follows.. Deficlt contrlbutlon From 1 April 2019 to 30 September 2025.. £11,243,OCMJ per annum (payable rnonthly and iricreasing by 3% each on 1st April) The recovery plan Contributions are allocaled to each participating employer in line with their èstimated share of the Series 1 and Series 2 scheme liabilities. Where the scheme is in deficit and where the company has agreed to a deficit funding arrangement the company recognises a liability for this obligation. The amount rècognised is the net pr&senl value of the deficit reduction contributions payable under the agreement that relates to the deficit. The present value is calculated using the discount rate dètailed in these disclosures. The unwinding of the discount rale is rècognised as a finance cost.

Citizens Advice Darllngton. Redcar & Clèveland NOTES TO THE FINANCIAL STATEMENTS 17. Pension Commitments 31-Mar-24 31-Mar-23 31-Mar-22 Present value of provision 1,854 3,969 6,225 RECONCILIATION OF OPENING AND CLOSING PROVISIONS Perlod Ending 31-Mar-24 Period Endlng 31-Mar-23 Provision at start of period Unwinding of the discount factor (interest expense) Deficit contribution paid Remeasurements - impact of any change in assumptions Remeasurement5 - amendments to the contribution Provision at end of period 3.969 152 (2,268) 6,225 118 (2,268) (106) 1,854 3,969 INCOME AND EXPENDITURE IMPACT Perlod Endlng 31-Mar-24 Period Endlng 31-Mar-23 Interest expense Remeasurements - impact of any change in assumptions Remeasurements - amendments to the contribution Contributions paid in respect of future service. Costs recognised in income and expenditure account 'includes defined contribution Schemes and futur8 seniice contribution8 (i.e. excluding any deficit reduction 31-Mar-24 31-Mar-23 31-Mar-22 °h per /0 per % per annum annum annum 5.31 5.52 2.35 152 118 (106) Rate of discount The discount rates shown above are the equivalent single discount rates which, when used to discount the future recovery plan contributions due, would give the same results as using a full AA corporate bond yield curve to discount the same recovery plan Contributions. 35

Cltlzens Advice Darllngton, Redcar & Cleveland NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 18. Analysls of net assets betwèen funds Designated funds Restricted funds Gèneral funds Totsl Current reportin8 perlod Tangible fixed assets Current assets Current liabilitles Penslon Llabilitv 114,149 620,643 19,355) 11,854) 8,000 233,741 (63,074) 122.149 854,384 172,429} 11,8541 Total 723,583 178,667 902,250 Designated fund8 Restricted funds General funds Total Prevlous reportln8 pèrlod Tanglble flxed assets Current a55etS Current Ilabllltles Penslon Llablllty 111,537 562,623 13,371) {3,989} 111,537 705,580 (46,3821 13,9S9) 142,957 {43,0111 Totsl 666.820 99.946 766,766 19. Analysis of changè8 In Net Debt At 1 April 2023 492,188 492,188 cashflow at 31 March 2024 192,281 684,469 192,281 684,469 Cash at bank and In hand Total At 1 April 2022 629,585 629,585 cashflow at 31 March 2023 1137,3971 492,188 1137,3971 492,188 Cash at bank and In hand Total 20. Operatlng lease commltments The charlty's total future mlnlmum lease payments under non-cancellable operatlng leases Is as follow5 for each of the followln8 perlods.. Property 2024 2023 Less than one year two to five years over five years 30,000 120.0(KJ 270,000 30,000 120,000 300,000 420,000 450,000 21. Related Party Transactions The Trustees include rep￿sentatIveS from local counclls. organisation5 and buslnesses. A number of these bodles are currerbtly funders of the charlty, but any payments to or from them are in the normal course of business. There are no other related partv transactions to dlsclose. 22. Ultimate Controlllng Party The company Is under the control of the dlrectors as a body and as such is not controlled by any Sndlvidual. 36

Allen Sykes Chartered Accountants 5 Henson Close South Church Entarprise Park Bishop Auckland Co. Durham DL14 6WA Our Ref: JY/PWL/D261 1st October 2023 Telèphone 01388 777877 Facsimile 01388 777768 The Board of Trustees Darlington Citizens Advice Bureau The Core Church Row Darlington County Durham DLI 5QD Email.. [e-mail] Dear Sirs ort on the audit of Darlin 2023 ton Citizens Advive Bureau for the ear ended 31 March Following completion of the 2023 audit we are required, under International Standards on Auditing (UK), to report to you matters arising which we consider bhould be brouLiht to your attention. Accountin steins and Controls 'rhe accounting system appeared to have bcen kept up-to-date during Ihe year, the infonnation b¢ing processed correctly and controls being adhered to. W¢ have not provided a Comprehensive statement of all weaknesses which may ¢xist in internal control or of all improvements which may be made as w¢ have addressed only those matters which have come to our uttention as a result of our audit procedures. Unad'usted Errors A full list of unadjusted errors was included in the letter of representation. We do not consider these errors to be material either individually or in aggregate, and have agreed that the financial slatements need not be adjusted for these amounts. act on the ALcounls We have not adjusted for any of the above matters or any other minor differences as they are not material for audit pury)oses, and there is no impact on our audit rcport. Had we made an adjustment the deficit for the year would have becn £2,350 higher than that stated. Conclusion The 2023 audit appears to have run smoothly. There are no major deficiencies in the accounting systems and controls nor are there any major accounting issues to be addressed. Chartered Accountant5 so at.. 17 Galgale Urit 4B Cast Castk G8rd8nS Co. t￿lh8M Stath¢po DL12 8EQ rA>. DL¥ham tL132FJ T￿￿on0.. 01833 69)474 Teléphwo.. 0138B 526408 Facs¥Twle.' 018J3 69J476 Fa￿￿[￿￿.. 01388 S26210 Directors.. Jil F. Hindtnar%h FGA DipPFS Phil¥) W. Lamb FCA thpPFS eeverleywood FCA James F&￿ir￿nd ACACTA Joe M. Ilwgr9avesACA D8bbiè L MalhwFCCA John P. Yarrow FCA Allan Sykes Ltd. Flegi51ered lo Gary on aLK1it work ID IkE UK ty Ith kn3lituteofch*W￿I Accoun1￿lS ID &gLwd and Wales. Company No. 2219552 R8gi818r£cl In Ewand & Wa￿9 Registered Offic&as abDve

We would like to thank Hazel Thompson and Helen Howson for their assistance during the audit and look forward to working with them again in the future. Yours sincerely ALLEN SYKES LTD