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2025-03-31-accounts

Charity registration number 1128367 (England and Wales) Company registration number 06783496

CITIZENS ADVICE CHESHIRE WEST

ANNUAL REPORT AND FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2025

CITIZENS ADVICE CHESHIRE WEST

LEGAL AND ADMINISTRATIVE INFORMATION

Trustees Boyd B Hope
Gillian L Conway
Beverley E Spicer
Andrea J Dodds
Margaret S A Allan
Debra J Hough (Appointed 12 November
2024)
Thomas D Briggs
Senior management Jason J Bishop Chief Executive
Nicki Berg Head of People
Neil Jones Head of Operations
Charity number (England and Wales) 1128367
Company number 06783496
Registered office Wyvern House
The Drumber
Winsford
Cheshire
CW7 1AD
Auditor Xeinadin Audit Limited
The Foundation
Herons Way
Chester Business Park
Chester
Cheshire
CH4 9GB
Bankers CAF Bank Ltd
25 Kings Hill Avenue
Kings Hill
West Malling
Kent
ME19 4JQ

CITIZENS ADVICE CHESHIRE WEST

CONTENTS

Page
Trustees' report 1 - 12
Independent auditor's report 13 - 15
Statement of financial activities 16
Balance sheet 17
Statement of cash flows 18
Notes to the financial statements 19 - 30

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) FOR THE YEAR ENDED 31 MARCH 2025

The trustees present their annual report and financial statements for the year ended 31 March 2025.

The financial statements have been prepared in accordance with the accounting policies set out in note 1 to the financial statements and comply with the charity's governing document, the Companies Act 2006, FRS 102 "The Financial Reporting Standard applicable in the UK and Republic of Ireland" and the Charities SORP "Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102)".

Objectives and activities

Citizens Advice Cheshire West was established in January 2009 and is a company limited by guarantee. Its charitable objects, as set out in the articles of association, are

to promote any charitable purpose for the public benefit by the advancement of education, the protection and preservation of health and the relief of poverty, sickness and distress.

The charity’s objectives are promoted in various ways, but primarily by the provision of Citizens Advice services and outlets supplying a free, independent, confidential and impartial service of advice, information and counselling for the public.

Office locations during 2024/25

Full-time offices

Bluecoat Square Upper Northgate St Chester CH1 4EE

Wyvern House (Head Office) The Drumber Winsford CW7 1AH

Purpose, vision, mission and values

Our purpose is:

We champion a fair society and improve lives

Our vision is:

To be THE go-to charity for advice & support in Cheshire West

Our mission is:

We advise, support and empower people to improve their lives We are accessible and known to all for the best, impartial advice We influence policy for a more equal and inclusive society

Our values say:

We care about what we do and the people we work with We champion justice, fairness and equality We adapt to keep pace with a changing world

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

Strategies for achieving aims and objectives

Strategic objectives

1. We shall provide advice that is fit for the future

This means:

Our own services will be accessible and of a high quality We will give higher priority to our digital and telephone channels

We shall develop the use of technology and AI to make the advice process easier for clients and staff

2. We shall close the gap

This means:

We shall end the disparities in access for the most marginalised communities We shall produce a dynamic Equalities, Diversity and Inclusion strategy

We shall campaign for change, and ensure when our clients voices need to be heard, we provide evidence of their experiences

3. We will take early action

This means:

We shall focus on early intervention, helping clients identify and resolve problems at an early stage We shall empower clients to take action where they are able to We shall prevent more people reaching crisis

Public benefit

The trustees of CACW are aware of the Charity Commission’s requirement in respect of public benefit and believe that the charity satisfies both the benefit aspect and public aspect of the requirement.

Benefit aspect

CACW assisted 12,186 unique individuals during 2024/25 with full advice and casework, and dealt with an additional 5,046 clients through quick advice. Both of these numbers are record highs for our service and reflect the increasing demand for high quality advice. The trustees have strong evidence that this was beneficial. This evidence includes: detailed records of individual outcomes; formal and informal user feedback; and qualitative research carried out by national Citizens Advice. The trustees are not aware that any significant detriment or harm was caused by the charity’s activities.

Public aspect

Most of our services are available to the general public, primarily but not exclusively those living in, working in or visiting Cheshire West & Chester. No trustee, volunteer or employee of CACW received personal benefit from the charity’s activities other than in the form of legitimate claims for travel expenses or contractual salary payments.

Activities

Summary of main activities in 24/25

April 24 saw us entering year 3 of a five-year Social Welfare Advice Service contract with Cheshire West & Chester Council based on a tiers of need model. This contract focuses on increasing telephone and digital access to services, while maintaining a face-to-face presence at key locations throughout the borough to deliver appointments for the more marginalised members of our community.

We have delivered a wide range of services during the year, all supported by specific funding in the form of a commercial contract or grant. These were:

Services provided under the Social Welfare Advice Contract funded by Cheshire West & Chester Council

Service access is to be provided in the way clients wish to be contacted, at a time of their choosing.

The service needs to have a mixture of access points. Primary access to the service by telephone (using freephone number), email and web, with in-person support also available at various locations. We have access to language interpreters for clients whose first language isn’t English.

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

Website information

Our local website links through to our national Citizens Advice website, which offers self-help advice and guidance tools on a large range of subjects, including guides to help with most common benefit applications, details about helping yourself with debt and budgeting, housing issues including how to negotiate with your landlord, and a section on employment rights and how to enforce your rights at work.

We have a section on Energy Advice, including an online referral form to self-refer to our energy team. They can provide advice and support with energy bill disputes with the supplier, along with help to get all the latest grants and insulation on offer to reduce energy bills.

Our website also contains a comprehensive benefits entitlement checker which clients can complete at their own pace (in partnership with Entitled to). If they then contact us, the adviser can recall what they’ve already done.

We also have our innovative “Advicebot” - a chatbot which can help people ask for information and be pointed in the right direction from our site. Our Advicebot currently gets over 85% satisfaction reviews from clients who use it.

Telephone access

Telephone service is part of a national Citizens Advice funded routing system. Our lines are open Monday to Friday 10am - 4pm

Client journey on the telephone

Calls 0808 278 7806

Receives menu options:

  1. Problem with something you’ve bought or your gas/electricity supply - routes through to Cit.A Consumer Service national centre (funded by Department for Business & Trade)

  2. Help with claiming Universal Credit - routes through to national Help to Claim line (funded by DWP)

  3. Help with a debt problem (routes through to Citizens Advice national telephone debt advice services funded by Money Advice & Pensions Service)

  4. Anything else - or if the client doesn’t respond, routes to Citizens Advice Cheshire West.

Queuing system in place for when calls are busy, maximum queue length is 30 minutes. Calls answered by trained adviceline assessors who will conduct 10-20 minute advice assessment.

Email access

Email access available via a webform on our local website (www.citizensadvicecw.org.uk) For people with debt problems, a separate debt assessment form is available for their initial enquiry. Emails are generally responded to within 2 working days of receipt.

Webchat service

When accessing our national advice pages, a webchat pop-up is available on a number of them. Webchats are provided as a national service, and give clients the opportunity to get instant advice.

Direct referral service

Many local agencies have a direct referral route into our service via a secure web-portal where they can safely send client details directly through to our Case Management system for action. Referrers include Age UK, Neston Community Centre, CWaC Housing solutions, MS Society, Snow Angels and others coming on board.

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

Face-to-Face services

We offer face-to-face drop-in services for initial assessments at the following locations:

Chester Bluecoat

Monday, Tuesday, Thursday 10am - 2pm

DIAL House - Chester

Friday 10am - 2pm

Ellesmere Port - The Portal

Wednesday, Friday 10am - 2pm

Elton Community Centre Tuesday 11.30am - 2pm

Neston Community Youth Centre

Thursday 10am - 1pm

Winsford - Wyvern House

Monday, Tuesday, Friday 10am - 2pm

Northwich - Community Hub

Wednesday, Thursday 10am - 2pm

We have an in-person support offer available Monday to Friday across the Winsford/Northwich area and Chester/ Ellesmere Port.

This access is provided as part of the Social Welfare Advice Contract with CWaC. In addition to this (see below) we provide other targeted services in other areas of the borough, especially in areas of high deprivation and need.

Process of advice

All clients on their first presentation with a new problem receive an initial assessment (triage). This finds out what their problem is, what they have done so far to try and solve it, what their capability is (do they have internet access and can use it) and most importantly are there any reasons why the client needs additional support.

An initial assessment can result in the following outcomes:

Signpost - Sometimes clients need signposting to sources of information (on our own website or others), or signposting to another agency who is better able to help them.

External Referral - This a referral to an external organisation such as the Housing or Social Services department in the Council, or another charity such as Age UK. This differs from signposting as we get client permission to share details of their case to facilitate a more effective referral process.

One-off advice - Often given immediately following the assessment, this could be a one-off piece of information, or information about self-help tools on our website (such as budget planning, template letters, advice on form completion).

Appointment - Some need further help (for example to fill in a benefit claim form) or to get detailed advice which may require them to bring in paperwork, or keep a disability diary for example. These appointments are offered either face-to-face (if required) or over the phone.

Internal Referral - We provide a significant number of services funded outside of the Social Welfare Advice, and Citizens Advice provides a number of national services that we can make direct referrals to.

Data capture

We capture information about our clients including demographic details and the nature of the problems (issues) that they need help with. This is used for local reporting, and also used by national Citizens Advice to campaign for change.

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

Current access method percentages

Our initial assessment totals currently are:

In Person 48% Telephone 41% Email 11%

The in-person services take up nearly 65% of total revenue from the SWA contract reflecting their higher cost in terms of supervision and premises.

Social Welfare Advice service appointments

Appointments are delivered via a mixture of face-to-face and telephone depending on client capability and availability. Most form filling is done via face-to-face.

All appointments are delivered by a trained volunteer or in some cases a paid member of staff. They are trained to Advice Quality Standards levels and can provide legal advice in a range of subject areas including: Benefits, Debt & Budgeting, Housing, Energy, Employment, Immigration, Disability Advice, Consumer, Family & Relationships, Disability advice, General legal issues, Education, and Tax.

Social Welfare Advice specialist welfare benefits casework

This service, provided by four paid staff, is to support clients with challenging decisions on Welfare Benefits. This includes mandatory reconsiderations and support with (and representation at) welfare benefits tribunals, focussing on supporting some of the most marginalised of our clients.

We provide home visits for clients who are unable to access our offices or use the telephone for advice.

This is our most in-demand service whose cost takes up a quarter of our total income from the Council SWA contract.

It produces impressive results. Our total income gained for clients in the 2024/25 financial year was over £1.5 million, income which will largely be spent back in the local economy in Cheshire West & Chester.

Other funded services outside of the SWA contract

These are services funded by a variety of other grants and contracts. The provision of our Social Welfare Advice contract feeds clients into these projects, which provide considerable added value for residents of Cheshire West which other providers would be unable to leverage.

Help to Claim

Funder: DWP via Citizens Advice

This is a telephone and webchat service to help people with their first claim to Universal Credit, provided by a team of specialist paid advisers.

The service supports people to understand their entitlement to Universal Credit, and further supports them with their initial claim and until they receive their first correct payment of benefit.

It has full access to language interpreters including BSL, and for people requiring in-person support it can refer to local Jobcentre Plus services.

Energy Advice

Funder: Cadent, Energy Redress Scheme, Scottish Power Energy Network

Our energy team supports clients to resolve issues with their energy supplier and their bills. They also support with energy advice on reducing consumption, applying for any grants or additional support for insulation or in some cases replacement boilers. This service is provided in a mixture of telephone appointments, face-to-face and importantly home visits for those who cannot get into our offices. The project has also provided energy saving lightbulbs, slow cookers and air fryers to those households on very low incomes.

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

Heating Bank

Funder: Cheshire West & Chester Council Household Support Fund

This project distributes a portion of the Household support fund to marginalised clients in the borough. Clients either receive a voucher code to top-up pre-payment meters, or a payment directly to their supplier, following satisfactory checks to validate their claim.

This year, the project will support clients with over £140,000 of direct support.

Specialist Debt Advice (in person advice)

Funder: Money Advice & Pensions Service

Citizens Advice Cheshire West provides specialist debt advice authorised and regulated by the Financial Conduct Authority. We employ two full time debt caseworkers who support people to resolve their debts. Our staff can support people to produce debt repayment plans, help challenge debts, support people with mental health and other issues using debt “breathing space” which immediately stops creditor action, and help with insolvency such as Debt Relief Orders and in some cases Bankruptcy.

Financial Inclusion Project

Funder: National Lottery Community Fund

This project works directly and in partnership with West Cheshire Foodbank. It provides paid staff working in foodbank locations supporting people with all money management issues. From maximising income, claiming all benefits and grants that they are entitled to, to budgeting support and help with getting a bank account. It works closely with our Welfare Benefits and Debt funded services to provide additional specialist support to those clients who need it.

Macmillan project

Funder: Macmillan Cancer Support

This project employs a full-time welfare benefits adviser who can see any client who is affected by or recovering from cancer. The service can see patients on the ward in the Countess of Chester Hospital, but more often in their own homes.

80% of clients are referred directly by Macmillan nurses, with 20% self-referring after seeing details on ours or Macmillan’s website.

Community Information Point project

Funder: Cheshire West & Chester Council

Development of additional services in Elton, Malpas, Frodsham with the end goal of introducing Advice First Aid to these communities.

National Funded and provided services available to Cheshire West & Chester residents

Citizens Advice Consumer Helpline (0808 223 1133)

Funder: Department for Business & Trade

Freephone adviceline for all Consumer issues, and issues with Energy Suppliers and postal service. Can refer onto local Trading Standards officers if necessary for enforcement action. Advice also provided by Webchat. There is access to language interpreters, and clients can use Relay UK if they cannot speak or hear on the phone. Service available Monday to Friday 9am - 5pm

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

Citizens Advice debt helpline (0800 240 4420)

Funder: Money Advice & Pensions Service

Freephone debt adviceline provides a full range of debt advice up to and including insolvency options such as Debt Relief Orders and Bankruptcy. A full casework service is provided for clients who need it, including freepost for letters and electronic submission of documents for those clients who are digitally able. Advice also provided by Webchat. There is access to language interpreters, and clients can use Relay UK if they cannot speak or hear on the phone.

Service available Monday to Friday 9am - 8pm and Saturday 9.30am - 1pm.

Citizens Advice national Webchat service

Funder: Department for Business & Trade

Provided as part of our national advice pages, when people are browsing for advice on our webpages, a prompt appears asking if they wish to chat to an adviser about their problem. This puts them through to a qualified adviser who can advise and support the client, making referrals into their local office if necessary for further indepth support.

Volunteers

Volunteers are essential to the service delivery and governance of Citizens Advice Cheshire West. The social welfare advice service, which assists the majority of the charity’s clients, is entirely provided by volunteers, under the supervision of paid employees. They provide information and advice, as well as representing clients with third parties. In total, around 95% of last year’s clients were assisted by volunteers at some point. This calculates to a public value of over £245,000.

Achievements and performance

Significant activities and achievements against objectives

The clients assisted in 2024/25 presented 52,090 separate legal issues. These were of three broad types:

Table 1: Issues

Total
Simplequeries 5,643
Discrete advice 15,195
Detailed advice 26,665
Casework 5,205

Table 2: Clients by activity

Core service MoneyAdvice Pension Guidance Helpto Claim Other
10,047 460 2,546 2,684 1,495

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

During 2024/25 figures show that 87% of people said we helped them to find a way forward, and 86% said they would be Happy or Very Happy to recommend our service to others. Despite increasing demand, these figures have improved since last year.

Our value to society during the year 2024/25 has been measured in three ways:

The quality of the service given to clients is assessed using the national Citizens Advice quality of advice assessment process (QAA). This involves random internal assessment against a quality matrix for outcomes and customer service, which is validated by a national auditor. Our current rating is Yellow (Good) for outcomes and Green (Excellent) for customer service.

Service review

We began the year with a new business plan with ambitious targets for business development and priorities. The Trustee Board created a working group to look at strategic business development and fundraising, which reports to each board meeting. We were able to secure over £803,000 of continued or new investment into our services over the coming two years.

We continued to develop our services to cope with ever increasing demand. The cost of living crisis drove more clients to seek out our services, and we were able to support many of them through help with their energy bills thanks to the Cheshire West & Chester Council Household Support Fund. In total we distributed £270,000 of fuel support to clients in greatest need.

Having identified high demand on our telephone service, we increased resources, however demand has continued to grow and we are still only able to answer 56% of incoming calls. We have seen a general growth in email advice and telephone call backs which reduce our availability to answer new calls. A service review is planned for the 2025/26 financial year.

We maintained our face-to-face services including drop-in at our main locations and access points, seeing a general increase in numbers using these premises. We increased our service delivery at The Portal in Ellesmere Port, and began outreaches in Frodsham and Elton.

We continue to be successful in recruiting volunteers, however the changing demographic of volunteering means the average retention time for a new volunteer is less than 12 months. Citizens Advice nationally is looking at revising our volunteer training in order to be more responsive to the changing needs of volunteers.

We continued to work with our partners, attending meetings of the Cheshire West Voluntary Action Senior Leadership Group, along with regular meetings with key stakeholders including our local MPs and the Chief Executive of Cheshire West & Chester Council, Delyth Curtis.

We took part in national campaigns including Scams Awareness Week, and continued to feed in statistical evidence to Citizens Advice around key issues, helping to provide a national picture of the cost of living crisis.

Financial review

The results for the year are shown in the Statement of Financial Activities. Income for the year increased from £1,561,778 in 2023/24 to £1,849,349 in 2024/25. Expenditure for the year increased from £1,566,929 to £1,689,267. This leaves total funds at 31 March 2025 of £508,937.

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

Reserves policy

It is the policy of the charity that unrestricted funds that have not been designated for a specific use should be maintained at a level between £200,000 and £350,000, to provide a buffer in the event of unforeseen circumstances other than insolvency and the winding up of the charity. This level of unrestricted undesignated funds at the end of 2024/25 is now £443,168 which is slightly above policy due to a one-off legacy received late in the year.

The legacy was a kind donation from the late Jackie Farrington, a former volunteer and much-missed colleague. Jackie had a strong commitment to providing disability advice in the Winsford and Northwich area and as such we intend to spend this legacy in 2025 and 2026 on providing a disability advice service in local GP surgeries.

Major risks

Systems and procedures have been established to identify, monitor and manage the risks that Citizens Advice Cheshire West faces. Trustees and the Senior Management Team periodically review and update risks and mitigating actions.

The charity’s operations expose the charity to a variety of financial risks. However, as it is a debt-free charity with a positive cash-flow, the impact of interest rate changes, debt market prices and liquidity are extremely low.

Citizens Advice Cheshire West receives the majority of funds in advance, and debts can be met as they fall due.

The statement of internal control included within this document sets out the risk and control framework.

Plans for future periods

The Board continues to plan using a three year rolling business planning cycle, taking into account key risks and opportunities. This is facilitated through an annual Trustee Board awayday.

The current business plan sets out the following strategic objectives:

  1. We shall provide advice that is fit for the future

  2. We shall close the gap

  3. We will take early action

We have identified the following enablers, achieving which will allow us to meet our strategic objectives:

  1. Financial sustainability

  2. Digital advancement

  3. Working with others

  4. People and culture

  5. Our trusted brand

Structure, governance and management

Citizens Advice Cheshire West is a company limited by guarantee and a registered charity. The governing document is the Articles of Association, which was last amended in November, 2019. The Articles of Association are lodged with the Charity Commission and are only amended with their approval.

The charity is governed by a Trustee Board which the articles permit to have a membership of nine. Neither paid staff nor volunteers working in another capacity for the charity are allowed to be trustees. The current membership is seven.

The Trustee Board renews itself regularly. New trustees are obtained through public advertising, or by retaining the details of individuals who contact the charity to enquire about vacancies. Potential trustees are interviewed by members of the board and assessed against an agreed role description. The final decision to admit an individual to membership of the board is taken formally at a Trustee Board meeting.

There are three officer roles--chair, vice-chair and treasurer--all of which are subject to approval by the board.

There is a detailed induction process for new trustees, which is overseen by the charity’s Head of People.

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

Trustees during 2024/25 were:

Name Role Period of office ends Meetings
attended
2024/25
GillyConway Chair April 2026 3/4
Andrea Dodds Vice-Chair (from
February2025)
October 2028		 4/4
Deborah Hough Treasurer
(from
November 2024)
November 2029		 2/2
Kevin Barry Treasurer
(until
November 2024)
Resigned November 2024		 0/4
Max Griffiths Trustee
(Vice-
Chair
until
February2025)
Resigned June 2025		 3/4
Bev Spicer Trustee October 2028 4/4
Boyd Hope Trustee June 2029 2/4
David Briggs Trustee October 2029 4/4
Mags Allan Trustee October 2029 4/4
Pat Leach Trustee Resigned August 2024 1/2
Steve Miller Trustee Resigned September 2025 3/4

All 2024/25 meetings were quorate.

Recruitment and appointment of trustees

Trustees are subject to annual appraisal by the Chair, who is appraised by the full Board, led by the Vice-chair. This feeds into the trustees development plan, which ensures that appropriate training and support are provided to enable the trustees to carry out their duties.

Citizens Advice Cheshire West is a member of the National Association of Citizens Advice Bureaux (national Citizens Advice) and is required to work within its requirements and standards for governance. The trustees undertook a leadership self-assessment in 2022 that was externally audited by Citizens Advice. The charity was found to have governance and management that exceeded the required standard across all areas.

Day-to-day management of the charity is delegated to the Chief Executive and his senior management team:

team:
Chief Executive - Jason Bishop
Head of People - Nicola Berg
Business Development Manager - Kate Francis
Head of Operations - Neil Jones

Equality and diversity

The trustees recognize the positive value of diversity, promote equality and challenge discrimination. Citizens Advice Cheshire West meets all of its legal responsibilities and welcomes employees from all parts of the community, particularly under-represented groups.

The charity has an Equality and Diversity policy in place. It ensures the full and fair consideration and treatment of all staff, including people with disabilities, during their recruitment, training and career development with due regard to their personal attributes and abilities.

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

Statement of Internal Control

Scope of responsibility

The Chief Executive (as accounting officer) and the Treasurer of the Trustee Board have joint responsibility for maintaining a sound system of internal control that supports the achievement of Citizens Advice Cheshire West’s policies, aims and objectives.

The risk framework

The Trustee Board has a Risk Management Strategy and reviews the Risk Register every quarter.

Key risks identified during the latest review were:

Induction and training of trustees

The risk framework

The Trustee Board has a Risk Management Strategy and reviews the Risk Register every quarter.

Key risks identified during the latest review were:

Statement of trustees' responsibilities

The trustees, who are also the directors of Citizens Advice Cheshire West for the purpose of company law, are responsible for preparing the Trustees' Report and the financial statements in accordance with applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practice).

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

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

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

Auditor

In accordance with the company's articles, a resolution proposing that Xeinadin Audit Limited be reappointed as auditor of the company will be put at a General Meeting.

CITIZENS ADVICE CHESHIRE WEST

TRUSTEES' REPORT (INCLUDING DIRECTORS' REPORT) (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

Disclosure of information to auditor

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

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

Gillian L Conway Trustee

4 November 2025

CITIZENS ADVICE CHESHIRE WEST

INDEPENDENT AUDITOR'S REPORT

TO THE MEMBERS OF CITIZENS ADVICE CHESHIRE WEST

Opinion

We have audited the financial statements of Citizens Advice Cheshire West (the ‘charity’) for the year ended 31 March 2025 which comprise the statement of financial activities, the balance sheet, the statement of cash flows and notes to the financial statements, including significant accounting policies. The financial reporting framework that has been applied in their preparation is applicable law and United Kingdom Accounting Standards, including Financial Reporting Standard 102 The Financial Reporting Standard applicable in the UK and Republic of Ireland (United Kingdom Generally Accepted Accounting Practice).

In our opinion, the financial statements:

Basis for opinion

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

Conclusions relating to going concern

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

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

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

Other information

The other information comprises the information included in the annual report other than the financial statements and our auditor's report thereon. The trustees are responsible for the other information contained within the annual report. Our opinion on the financial statements does not cover the other information and, except to the extent otherwise explicitly stated in our report, we do not express any form of assurance conclusion thereon. Our responsibility is to read the other information and, in doing so, consider whether the other information is materially inconsistent with the financial statements or our knowledge obtained in the course of the audit, or otherwise appears to be materially misstated. If we identify such material inconsistencies or apparent material misstatements, we are required to determine whether this gives rise to a material misstatement in the financial statements themselves. If, based on the work we have performed, we conclude that there is a material misstatement of this other information, we are required to report that fact.

We have nothing to report in this regard.

Opinions on other matters prescribed by the Companies Act 2006

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

CITIZENS ADVICE CHESHIRE WEST

INDEPENDENT AUDITOR'S REPORT (CONTINUED) TO THE MEMBERS OF CITIZENS ADVICE CHESHIRE WEST

Matters on which we are required to report by exception

In the light of the knowledge and understanding of the charity and its environment obtained in the course of the audit, we have not identified material misstatements in the directors' report included within the trustees' report.

We have nothing to report in respect of the following matters in relation to which the Companies Act 2006 requires us to report to you if, in our opinion:

Responsibilities of trustees

As explained more fully in the statement of trustees' responsibilities, the trustees, who are also the directors of the charity for the purpose of company law, are responsible for the preparation of the financial statements and for being satisfied that they give a true and fair view, and for such internal control as the trustees determine is necessary to enable the preparation of financial statements that are free from material misstatement, whether due to fraud or error. In preparing the financial statements, the trustees are responsible for assessing the charity’s ability to continue as a going concern, disclosing, as applicable, matters related to going concern and using the going concern basis of accounting unless the trustees either intend to liquidate the charitable company or to cease operations, or have no realistic alternative but to do so.

Auditor's responsibilities for the audit of the financial statements

Our objectives are to obtain reasonable assurance about whether the financial statements as a whole are free from material misstatement, whether due to fraud or error, and to issue 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 taken on the basis of these financial statements.

The extent to which our procedures are capable of detecting irregularities, including fraud, is detailed below.

Enquiries of management and those charged with governance were held in order to identify any laws and regulations that could be expected to have a material impact on the financial statements. Throughout the audit, the team were updated with the outcomes of these enquiries including consideration as to where and how fraud may occur in the company.

The audit procedures undertaken to address any potential risk in relation to irregularities (which include fraud and non-compliance with laws and regulations) included: enquiries of management and those charged with governance on how the company complies with relevant laws, regulations and any cases of actual or potential litigation or claims; examination of appropriate legal correspondence; review of board minutes; testing of journal entries for appropriateness; and analytical procedures on account balances to identify variances against expectation which may show indications of fraud.

No instances of material non-compliance were identified, although the prospect of detecting irregularities, including fraud, is inherently difficult. This is due to; difficulty in detecting irregularities; limits imposed by the effectiveness of the entity’s controls; and the nature, timing and extent of the audit procedures performed. Irregularities as a result of fraud are inherently more difficult to detect than those that resulting from error. Despite this the audit has been planned and performed in accordance with ISAs (UK), there is an unavoidable risk that material misstatements may not be detected.

A more detailed explanation of our responsibilities is available on the Charity Commission’s website and, where applicable, on the Financial Reporting Council’s website. These descriptions form part of our auditor's report.

CITIZENS ADVICE CHESHIRE WEST

INDEPENDENT AUDITOR'S REPORT (CONTINUED) TO THE MEMBERS OF CITIZENS ADVICE CHESHIRE WEST

Use of our report

This report is made solely to the charitable company’s members, as a body, in accordance with Chapter 3 of Part 16 of the Companies Act 2006. Our audit work has been undertaken so that we might state to the charitable company’s members those matters we are required to state to them in an auditor’s report and for no other purpose. To the fullest extent permitted by law, we do not accept or assume responsibility to anyone other than the charitable company and the charitable company’s members as a body, for our audit work, for this report, or for the opinions we have formed.

Stephanie Baker BA(Hons) ACA (Senior Statutory Auditor)

For and on behalf of Xeinadin Audit Limited, Statutory Auditor Chartered Accountants The Foundation Herons Way Chester Business Park Chester Cheshire CH4 9GB 4 November 2025

CITIZENS ADVICE CHESHIRE WEST

STATEMENT OF FINANCIAL ACTIVITIES INCLUDING INCOME AND EXPENDITURE ACCOUNT

FOR THE YEAR ENDED 31 MARCH 2025

Unrestricted
Restricted
funds
funds
2025
2025
Notes
£
£
Income and endowments from:
Donations and legacies
2
125,280
-
Charitable activities
3
583,865
1,065,938
Investments
4
12,185
-
Other income
5
10,375
51,706
Total income
731,705
1,117,644
Expenditure on:
Charitable activities
6
606,593
1,082,674
Total expenditure
606,593
1,082,674
Net income/(expenditure)
125,112
34,970
Transfers between
funds
9,611
(9,611)
Net movement in
funds
8
134,723
25,359
Reconciliation of funds:
Fund balances at 1 April 2024
308,445
40,410
Fund balances at 31 March
2025
443,168
65,769		 Total
Unrestricted
Restricted
funds
funds
2025
2024
2024
£
£
£
125,280
3,991
-
1,649,803
786,149
757,392
12,185
5,496
-
62,081
8,750
-
1,849,349
804,386
757,392
1,689,267
818,211
748,718
1,689,267
818,211
748,718
160,082
(13,825)
8,674
-
-
-
160,082
(13,825)
8,674
348,855
322,270
31,736
508,937
308,445
40,410		 Total
2024
£
3,991
1,543,541
5,496
8,750
1,561,778
1,566,929
1,566,929
(5,151)
-
(5,151)
354,006
348,855

The statement of financial activities includes all gains and losses recognised in the year. All income and expenditure derive from continuing activities.

CITIZENS ADVICE CHESHIRE WEST

BALANCE SHEET

AS AT 31 MARCH 2025

Notes
Fixed assets
Intangible assets
12
Tangible assets
13
Current assets
Debtors
14
Cash at bank and in hand
Creditors: amounts falling due within
one year
15
Net current assets
Total assets less current liabilities
The funds of the charity
Restricted income funds
18
Unrestricted funds
19		 2025
£
85,112
484,547
569,659
(68,333)		 £
1,206
6,405
7,611
501,326
508,937
65,769
443,168
508,937		 2024
£
29,324
362,911
392,235
(53,339)		 £
3,615
6,344
9,959
338,896
348,855
40,410
308,445
348,855

The financial statements were approved by the trustees on 4 November 2025

Gillian L Conway Debra J Hough Trustee Trustee

Company registration number 06783496 (England and Wales)

CITIZENS ADVICE CHESHIRE WEST

STATEMENT OF CASH FLOWS

FOR THE YEAR ENDED 31 MARCH 2025

Notes
Cash flows from operating activities
Cash generated from/(absorbed by)
operations
22
Investing activities
Purchase of tangible fixed assets
Investment income received
Net cash generated from investing activities
Net cash generated from financing activities
Net increase/(decrease) in cash and cash
equivalents
Cash and cash equivalents at beginning of year
Cash and cash equivalents at end of year		 2025
£
(4,900)
12,185		 £
114,351
7,285
-
121,636
362,911
484,547		 2024
£
-
5,496		 £
(46,754)
5,496
-
(41,258)
404,169
362,911

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2025

1 Accounting policies

Charity information

Citizens Advice Cheshire West is a private company limited by guarantee incorporated in England and Wales. The registered office is Wyvern House, The Drumber, Winsford, Cheshire, CW7 1AD.

1.1 Accounting convention

The financial statements have been prepared in accordance with the charity's governing document, the Companies Act 2006, FRS 102 "The Financial Reporting Standard applicable in the UK and Republic of Ireland" and the Charities SORP "Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102)". The charity is a Public Benefit Entity as defined by FRS 102.

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

The financial statements have been prepared under the historical cost convention. The principal accounting policies adopted are set out below.

1.2 Going concern

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

1.3 Charitable funds

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

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

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

1.4 Income

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

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

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

Grants and Service Contracts

Income from charitable activities includes income recognised as earned (as the related service is provided) under contract or where entitlement to grant funding is subject to specific performance conditions. Grant income included in this category provides funding to support programme activities and is recognised where there is entitlement, certainty of receipt and the amount can be measured with sufficient reliability. Income is deferred in respect of cash received relating to future expenditure.

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

1 Accounting policies

(Continued)

1.5 Expenditure

Allocation of costs

Salaries and related employment costs comprise the major part of the charity costs. Given the nature of the services provided, these costs, excepting an assessment for senior management, administration and governance, are treated as direct charitable expenditure. Management and administration comprises the cost of the Chief Executive's officer and a specific list of corporate and property-based overheads. Expenditure represents all costs paid and payable up to the accounting reference date with appropriate accruals for all significant items.

1.6 Intangible fixed assets other than goodwill

Intangible assets acquired separately from a business are recognised at cost and are subsequently measured at cost less accumulated amortisation and accumulated impairment losses.

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

Website

25% straight line basis

1.7 Tangible fixed assets

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

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

Computers

25% Straight line basis

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

Depreciation is charged for the full financial year in which an asset is acquired. No depreciation is charged in the year of disposal.

1.8 Impairment of fixed assets

At each reporting end date, the charity reviews the carrying amounts of its tangible and intangible assets to determine whether there is any indication that those assets have suffered an impairment loss. If any such indication exists, the recoverable amount of the asset is estimated in order to determine the extent of the impairment loss (if any).

1.9 Cash and cash equivalents

Cash and cash equivalents include cash in hand, deposits held at call with banks, other short-term liquid investments with original maturities of three months or less, and bank overdrafts. Bank overdrafts are shown within borrowings in current liabilities.

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

1 Accounting policies

(Continued)

1.10 Financial instruments

The charity has elected to apply the provisions of Section 11 ‘Basic Financial Instruments’ and Section 12 ‘Other Financial Instruments Issues’ of FRS 102 to all of its financial instruments.

Financial instruments are recognised in the charity's balance sheet when the charity becomes party to the contractual provisions of the instrument.

Financial assets and liabilities are offset, with the net amounts presented in the financial statements, when there is a legally enforceable right to set off the recognised amounts and there is an intention to settle on a net basis or to realise the asset and settle the liability simultaneously.

Basic financial assets

Basic financial assets, which include debtors and cash and bank balances, are initially measured at transaction price including transaction costs and are subsequently carried at amortised cost using the effective interest method unless the arrangement constitutes a financing transaction, where the transaction is measured at the present value of the future receipts discounted at a market rate of interest. Financial assets classified as receivable within one year are not amortised.

Basic financial liabilities

Basic financial liabilities, including creditors and bank loans are initially recognised at transaction price unless the arrangement constitutes a financing transaction, where the debt instrument is measured at the present value of the future payments discounted at a market rate of interest. Financial liabilities classified as payable within one year are not amortised.

Debt instruments are subsequently carried at amortised cost, using the effective interest rate method.

Trade creditors are obligations to pay for goods or services that have been acquired in the ordinary course of operations from suppliers. Amounts payable are classified as current liabilities if payment is due within one year or less. If not, they are presented as non-current liabilities. Trade creditors are recognised initially at transaction price and subsequently measured at amortised cost using the effective interest method.

Derecognition of financial liabilities

Financial liabilities are derecognised when the charity’s contractual obligations expire or are discharged or cancelled.

1.11 Employee benefits

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

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

1.12 Retirement benefits

The charity operates defined contribution pension schemes inherited from the pre-merger bureaux.

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

2 Income from donations and legacies

Unrestricted Unrestricted
funds funds
2025 2024
£ £
Donations and gifts 30,478 3,991
Legacies 94,802 -
125,280 3,991

3 Charitable activities

Unrestricted
Restricted		 Total Unrestricted
Restricted		 Total
funds funds 2025 funds funds 2024
£ £ £ £ £ £
Help to Claim - 290,428 290,428 190,770 190,770
Debt Advice - 111,720 111,720 - 111,720 111,720
Pension Guidance - 161,515 161,515 - 126,472 126,472
Cheshire West and
Chester Council 467,371 467,371 465,187 465,187
Community Volunteer - 44,852 44,852 - - -
Community Connector 50,000 50,000 110,000 - 110,000
Sundry Income - - - 75,560 - 75,560
Household Support 37,947 212,053 250,000 300,000 300,000
MacMillan 38,835 38,835 28,430 28,430
Energy Advice - 156,534 156,534 129,702 - 129,702
Sundry Income - - 5,700 - 5,700
Community Advice 78,548 - 78,548 - - -
583,866 1,065,937 1,649,803 786,149 757,392 1,543,541

4 Income from investments

Unrestricted Unrestricted
funds funds
2025 2024
£ £
Interest receivable 12,185 5,496

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

5 Other income

Unrestricted Restricted Total Unrestricted Restricted Total
funds funds funds funds
2025 2025 2025 2024 2024 2024
£ £ £ £ £ £
Other income 10,375 51,706 62,081 8,750 - 8,750

6 Expenditure on charitable activities

Direct
Charitable
Support
Management
and
Administration
Total
Direct
Charitable
Support
Management
and
Administration
2025
2025
2025
2024
2024
£
£
£
£
£
Direct costs
Staff costs
1,248,306
49,091
1,297,397
1,102,261
55,023
Depreciation and
impairment
-
7,248
7,248
-
7,915
Direct charitable
support
305,806
58,238
364,044
330,813
52,033
1,554,112
114,577
1,668,689
1,433,074
114,971
Share of support and governance costs (see note 7)
Support
-
14,038
14,038
-
13,484
Governance
-
6,540
6,540
-
5,400
1,554,112
135,155
1,689,267
1,433,074
133,855
Analysis by
fund
Unrestricted funds
471,438
135,155
606,593
684,356
133,855
Restricted funds
1,082,674
-
1,082,674
748,718
-
1,554,112
135,155
1,689,267
1,433,074
133,855		 Total
2024
£
1,157,284
7,915
382,846
1,548,045
13,484
5,400
1,566,929
818,211
748,718
1,566,929

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

7 Support costs allocated to activities

Insurance
Bank charges
Governance costs
Analysed between:
Management and Administration
Governance costs comprise:
Audit fees
8
Net movement in funds
The net movement in funds is stated after charging/(crediting):
Fees payable for the audit of the charity's financial statements
Depreciation of owned tangible fixed assets
Amortisation of intangible assets		 2025
£
13,950
88
6,540
20,578
20,578
2025
£
6,540
6,540
2025
£
6,540
4,839
2,409		 2024
£
13,396
88
5,400
18,884
18,884
2024
£
5,400
5,400
2024
£
5,400
5,506
2,409

9 Trustees

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

The trustees received £nil in travelling expenses in connection with their role (2024 - £nil).

10 Employees

The average monthly number of employees during the year was:

2025 2024
Number Number
Paid staff 44 42

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

10
Employees
Employment costs
Wages and salaries
Social security costs
Other pension costs		 (Continued)
2025
2024
£
£
1,158,007
1,039,017
105,531
87,994
33,859
30,273
1,297,397
1,157,284		 (Continued)
2025
2024
£
£
1,158,007
1,039,017
105,531
87,994
33,859
30,273
1,297,397
1,157,284
1,157,284

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

Remuneration of key management personnel

Key management personnel comprise the trustees, chief executive officer, head of people and the head of operations. The total remuneration was £132,930 (2024 - £141,257).

11 Taxation

The charity is exempt from taxation on its activities because all its income is applied for charitable purposes.

12 Intangible fixed assets

Cost
At 1 April 2024 and 31 March 2025
Amortisation and impairment
At 1 April 2024
Amortisation charged for the year
At 31 March 2025
Carrying amount
At 31 March 2025
At 31 March 2024		 Website
£
9,638
6,023
2,409
8,432
1,206
3,615

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS (CONTINUED)

FOR THE YEAR ENDED 31 MARCH 2025

13
Tangible fixed assets
Cost
At 1 April 2024
Additions
At 31 March 2025
Depreciation and impairment
At 1 April 2024
Depreciation charged in the year
At 31 March 2025
Carrying amount
At 31 March 2025
At 31 March 2024
14
Debtors
Amounts falling due within one year:
Other debtors
Prepayments
15
Creditors: amounts falling due within one year
Notes
Other taxation and social security
Deferred income
16
Trade creditors
Other creditors
Accruals
16
Deferred income
Deferred income is included in the financial statements as follows:
Deferred income is included within:
Current liabilities
Movements in the year:		 Computers
£
22,025
4,900
26,925
15,681
4,839
20,520
6,405
6,344
2025
2024
£
£
83,981
25,416
1,131
3,908
85,112
29,324
2025
2024
£
£
24,924
20,309
24,488
15,625
1,192
-
790
-
16,939
17,405
68,333
53,339
2025
2024
£
£
24,488
15,625		 Computers
£
22,025
4,900
26,925
15,681
4,839
20,520
6,405
6,344
2025
2024
£
£
83,981
25,416
1,131
3,908
85,112
29,324
2025
2024
£
£
24,924
20,309
24,488
15,625
1,192
-
790
-
16,939
17,405
68,333
53,339
2025
2024
£
£
24,488
15,625
26,925
15,681
4,839
20,520
6,405
6,344
2024
£
25,416
3,908
29,324
2024
£
20,309
15,625
-
-
17,405
53,339
2024
£
15,625

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

16
Deferred income
Deferred income at 1 April 2024
Released from previous periods
Resources deferred in the year
Deferred income at 31 March 2025
17
Retirement benefit schemes
Defined contribution schemes
Charge to profit or loss in respect of defined contribution schemes		 (Continued)
15,625
41,748
(15,625)
(41,748)
24,488
15,625
24,488
15,625
2025
2024
£
£
33,859
30,273

The charity operates a defined contribution pension scheme for all qualifying employees. The assets of the scheme are held separately from those of the charity in an independently administered fund.

18 Restricted funds

The restricted funds of the charity comprise the unexpended balances of donations and grants held on trust subject to specific conditions by donors as to how they may be used.

Debt Advice
Pension Guidance
Help to Claim
Heating Bank
Household Support
Macmillan
Community Volunteer
Energy Advice
Community Connector		 At 1 April
2024
Incoming
resources
Resources
expended
£
£
£
3,753
111,721
(114,855)
-
163,951
(162,479)
27,041
290,428
(296,048)
9,611
-
-
-
212,053
(212,053)
5
38,835
(38,840)
-
44,852
(44,852)
-
205,804
(163,547)
-
50,000
(50,000)
40,410
1,117,644
(1,082,674)		 Transfers
At 31 March
2025
£
£
-
619
-
1,472
-
21,421
(9,611)
-
-
-
-
-
-
-
-
42,257
-
-
(9,611)
65,769

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

18 Restricted funds (Continued) (Continued)
Previous year: At 1 April Incoming Resources Transfers At 31 March
2023 resources expended 2024
£ £ £ £ £
Debt Advice 11,158 111,720 (119,125) - 3,753
Pension Guidance 10,967 126,472 (137,439) - -
Help to Claim - 190,770 (163,729) - 27,041
Heating Bank 9,611 - - - 9,611
Household Support - 300,000 (300,000) - -
Macmillan - 28,430 (28,425) - 5
31,736 757,392 (748,718) - 40,410

During the year, the trustees reviewed the balances held in restricted funds. The purposes for which a certain donation received in the year ended 2020 were fully achieved, and in accordance with the terms of those restrictions, the remaining unspent balances have been transferred to unrestricted funds.

The transfers reflect the release of restrictions where the specific projects or activities funded were completed during the year and no continuing restrictions remained on the use of the residual funds.

Accordingly, £9,611 has been transferred from restricted funds to unrestricted funds.

Debt Advice

High level advice on issues involving debt and money management.

Pension Guidance

Statutory service funded by national Citizens Advice using central government funding. It provides free and impartial guidance about defined contribution pension options.

Help to Claim

Service funded by Cheshire West & Chester Council using central government funding, to provide assistance to individuals making claims for Universal Support, including personal budgeting.

Heating Bank

Service funded by Citizens Advice to assist residents in the local area with payment of their gas and electric bills.

Household Support

Service to assist residents in the local area with payment of their gas and electric bills due to the energy crisis.

MacMillan

Service to provide welfare benefits advice and support to people living with cancer.

Community Volunteer

Service to support and develop volunteers to enhance the delivery of Citizens Advice services.

Energy Advice

Service providing clients with guidance on energy use, efficiency, and support with energy-related issues.

Community Connector

Service linking clients with local services and support networks to improve wellbeing and access to advice.

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

19 Unrestricted funds

The unrestricted funds of the charity comprise the unexpended balances of donations and grants which are not subject to specific conditions by donors and grantors as to how they may be used. These include designated funds which have been set aside out of unrestricted funds by the trustees for specific purposes.

At 1 April Incoming Resources Transfers At 31 March
2024 resources expended 2025
£ £ £ £ £
Unplanned closure contingency 48,000 - - - 48,000
End of fixed term projects 20,000 - - - 20,000
General funds 240,445 731,705 (606,593) 9,611 375,168
308,445 731,705 (606,593) 9,611 443,168
Previous year: At 1 April Incoming Resources Transfers At 31 March
2023 resources expended 2024
£ £ £ £ £
Unplanned closure contingency 48,000 - - - 48,000
End of fixed term projects 20,000 - - - 20,000
General funds 254,270 804,386 (818,211) - 240,445
322,270 804,386 (818,211) - 308,445

Unplanned closure contingency

Provision for redundancy and other financial commitments in the event of an unplanned closure of the charity.

End of fixed term projects

Provision for staff costs following the end of fixed term projects.

20 Analysis of net assets between funds

Unrestricted
Restricted
funds
funds
2025
2025
£
£
At 31 March 2025:
Intangible fixed assets
1,206
-
Tangible assets
6,405
-
Current assets/(liabilities)
435,557
65,769
443,168
65,769		 Total
2025
£
1,206
6,405
501,326
508,937

CITIZENS ADVICE CHESHIRE WEST

NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2025

20 Analysis of net assets between funds

Analysis of net assets between funds (Continued)
Unrestricted Restricted Total
funds funds
2024 2024 2024
£ £ £
At 31 March 2024:
Intangible fixed assets 3,615 - 3,615
Tangible assets 6,344 - 6,344
Current assets/(liabilities) 298,486 40,410 338,896
308,445 40,410 348,855

21 Related party transactions

There were no disclosable related party transactions during the year (2024 - none).

22 Cash generated from/(absorbed by) operations

Cash generated from/(absorbed by) operations
Surplus/(deficit) for the year
Adjustments for:
Investment income recognised in statement of financial activities
Amortisation and impairment of intangible assets
Depreciation and impairment of tangible fixed assets
Movements in working capital:
(Increase) in debtors
Increase in creditors
Increase/(decrease) in deferred income
Cash generated from/(absorbed by) operations		 2025
£
160,082
(12,185)
2,409
4,839
(55,788)
6,131
8,863
114,351		 2024
£
(5,151)
(5,496)
2,409
5,506
(23,966)
6,067
(26,123)
(46,754)

23 Analysis of changes in net funds

The charity had no material debt during the year.