2021-03-31-accounts - Citizens Advice New Forest

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Supporting people across the New Forest throughout the Covid Pandemic

2020–21 Annual report

2020/21 Annual report

3 Introduction from the Chief Officer
4 Message from the Chair – Jeremy Ogden
5 We are Citizens Advice New Forest
6 Strategic Priority 1: Delivery
7 Strategic Priority 2: Finance
8 Strategic Priority 3: People
9 Strategic Priority 4: Research & Campaigns 10 Strategic Priority 5: Partnership
12 Our impact in 2020/21
13 Working through the pandemic
14 Employment case study
15 Our year at a glance
16 Finance
17 Acknowledgments & Thank You
18 Our Volunteers

19 Our Staff and Trustees

Introduction from the Chief Officer

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Introduction from the Chief Officer

It is great to be back in our offices, listening to the buzz and background conversations of the New Forest team as they grapple with the wide range of enquiries and questions posed by local residents from across the Forest. No two days are the same, each day brings a fresh co-hort of volunteers ready and willing to use their skills, expertise and training to help others. And help they do.

Between 1st April 2020 to the 31st March 2021 Citizens Advice New Forest helped 5,600 local people with over 14,000 issues . Our specialist advice team has handled a wide range of issues ranging from furloughing and business closures to universal credit and benefit advice. Over the period CANF has seen a notable change in the age of our clients with nearly 30% of our clients being under 35 years of

age. Many clients had never needed to access support services before.

It never ceases to amaze me the difference our team can make, the patience they have to listen and really understand people’s problems, and the tenacity they show in helping a client through a difficult situation.

Firstly, I must thank everyone in our New Forest team for going the extra mile for our clients across the New Forest. Despite the challenges of the last year our clients are at the forefront of our thinking and we have adapted and changed our service to make sure we have been able to help as many clients as possible.

As our offices were closed and our advice appointments moved to our Freephone telephone service, a big

part of 2020-21 has been developing our outreach services and working with partner organisations to make sure our services were reaching those people who really needed our help.

I would like to say a huge thank you to all the team at Citizens Advice New Forest. 2020 / 2021 has continued to stretch us but we are continuing to rebuild and develop our free, confidential and impartial advice service to be able to keep on helping people in the New Forest find a way forward with their problems.

Alison Talbot

Message from the Chair

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Message from the Chair – Jeremy Ogden

It was a privilege for me to be appointed as Chair of Citizen’s Advice New Forest at the end of October and I am honored to be a part of this wonderful charity. It has been another tumultuous year but the staff and volunteers have risen magnificently to all challenges. From being an organisation where the doors have always been open and much of the advice provided face to face, we have had to change our model and switched to providing advice over the phone, via email and web chat.

So we have still been there to help and indeed our advisers and volunteers have gone above and beyond, going out of their way to make sure people could get the advice they needed as the demand for our services increased, and indicators are that this trend will continue. However, life is returning a bit more to normal and we have seen a

return to the offices although flexible working is still an option being used. Our focus has been to maintain the level of service via our Adviceline and outreach services whilst building our capacity and introducing a limited face to face service for very vulnerable clients.

We have worked in partnership with a number of organisations this year by providing our services in conjunction with local food banks and also opened up new offices in Totton, sharing with It’s Your Choice, and in New Milton where we are sharing the premises with Mencap. And as part of the Reaching More People project that Hampshire CA are leading, we have been looking at connecting our devices to hard to reach groups which in the New Forest includes the Traveller Community.

Once again I must thank NFDC for their continued support and we received a hugely positive response from their scrutiny panel when we appeared before them in September. I would also extend my huge thanks to Alison our Chief Officer who has provided great leadership throughout this difficult time and the staff and volunteers she leads.

Finally, I would like to thank all trustees for their time and support, not least Claire Brown and Glynne Miles who acted as interim Chair and Vice Chair and who ably steered the charity through this eventful period. It is an exciting time to be part of CANF as we look at innovative ways of broadening and extending our services. We are still very much open to help.

Jeremy Ogden Chair

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Who we are

We are Citizens Advice New Forest

We can all face problems that seem complicated or intimidating. At Citizens Advice, we believe no one should have to face these problems without good, quality assured, independent and impartial advice.

Our goal for 2023 – where we want to be

Everyone in the New Forest area will be able to access free advice to find a way forward, supported by a strong, representative and influential Citizens Advice New Forest.

We will provide our services through multiple digital channels and enable personal face-to-face involvement with clients at community supported premises.

We will champion equality and diversity while challenging discrimination.

‘’I contacted CANF during lockdown and within 24 hours an adviser phoned me and was very helpful with his advice.

He followed that up with a further two calls to see how I was getting along.

I now have the confidence to finalise the problem.

I will definitely recommend Citizens Advice to anyone needing help. Thank You’’.

The pandemic has enabled us to push forward with our strategic priorities outlined in the next sections.

Delivery

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‘’I could not have had better more prompt or sensitive advice.

Indeed it went beyond that , the advisor concerned organised telephone conversations with the necessary authorities for me.

He also invited me to contact him again should I require further help.

This for me was a first class service sympathetically delivered.’’

Strategic Priority 1: Delivery

2020 saw us move to a different service delivery model as we closed our face to face services and moved to home working, helping most of our clients via telephone or email.

We have refurbished our Totton office and secured arrangements for a new office in New Milton with Mencap.

● We have introduced 10 new outreach locations at key locations across the New Forest and recruited an outreach worker.

We have kept the service running throughout the pandemic, helping over 5,000 clients last year with over 14,000 issues:

We had over 50 staff and volunteers
● We introduced a new Freephone New delivering #Advice At Home Forest Adviceline and answer 89% of calls. ● We made all our offices Covid secure working environments and offer face
● We have introduced a text messaging to face appointments for vulnerable service to remind clients about their clients. appointments.

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Finance
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Strategic Priority 2: Finance

We offer great value for money, nevertheless we rely on the financial support of New Forest District Council and the local Town and Parish Councils to be able to operate our services.

In 2020 we reacted quickly to the Pandemic and investing in laptops and soft phones to enable our service to move onto a home working footing. We were successful in securing a number of grants to help us meet this unexpected cost, and the investments we had already made to make our service more agile proved invaluable.

as services moved online we had to recruit and train specialist advisers to deliver our debt advice project and Help to Claim Universal Credit project. We have taken on more paid staff this year, reacting to the demands on our service and the drop in the numbers of volunteers.

Like many charities, the pandemic put on hold planned fundraising activities, but it didn’t stop our intrepid Vice Chair embarking on an epic fundraising challenge to run between all of our New Forest offices raising hundreds of pounds and lifting everyone’s spirits!

Although closed to clients we had to invest in our offices to ensure they were Covid safe environments for our staff and volunteers. Again we were successful in securing grants to create Covid secure working environments. The project funding we had secured in 2019 carried through into 2020, but

People

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Strategic Priority 3: People

Citizens Advice New Forest has been so fortunate in the past on relying on a highly skilled volunteer base to deliver its advice service.

The pandemic effected the number of people who could volunteer with us. We remotely trained and equipped as many advisers as we could and our # Advice at Home service proved an effective and innovative way of continuing to deliver our service. However, it did mean that many volunteers dropped away as remote working, new technology and not seeing people face to face proved challenging. 18 months later (writing this report in October 2021) it has been great to welcome back volunteers who have been away from the service for the pandemic period.

We are rebuilding our volunteer team under the steer of our new training

and development manager and alongside our traditional cohort of retired professionals, we are bringing in young people, people with ‘lived experience’ and student interns to work on research projects.

Quote from Student intern ‘’I am truly honoured to have worked with Citizens Advice and take so much pride in the work I completed over those four weeks and I honestly cannot thank you enough’’

Training continues to be an essential part of our service, both for new recruits and ongoing training to keep advisers up to date with the multitude of changes that we need to keep abreast of in the advice sector.

Research & Campaigns

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Strategic Priority 4: Research & Campaigns

As well as helping individuals with their problems, Citizens Advice tries to improve the conditions that are the cause of the problems. Sometimes we can do this just by spreading useful information. At other times we have persuaded policymakers to make changes. Our policy research at the national level combines an insight into people’s problems with analysis of wider social and economic trends. This enables us to set out new ideas to improve policy and delivery for all. This year Citizens Advice have addressed issues including rising energy costs, employment during covid, universal credit, scams and the loyalty penalty.

At the local level, we have taken the lead in an important research project to discover the cost of living in the New Forest area - to see what effect it has on those who have limited means and

what can be done to help. It has been a major investment of effort which will have a strong positive influence on what we can do to help reduce the effects of poverty in the forest area.

The University of Southampton conducted the research which included in depth interviews and analysing data from Citizens Advice, the four New Forest foodbanks, and NFDC. We hosted two student interns to help with the project. Both were funded by the University of Southampton. They carried out much of the underpinning data gathering for the research project including:

A survey of food prices at different shops and stores across the forest area.
A study of transport and transport costs in the New Forest.
A study of housing costs in the New Forest and a comparison with housing benefit.

The results were presented in a report in September. The main findings were that a number of issues made living in the New Forest expensive and particularly difficult for people who are less well off. The report focussed on public transport, housing costs, access to reasonably priced food, employment, community support and childcare. It also looked at the reasons why people had been caught in a poverty trap.

The work is ongoing and we expect the report to be a major catalyst in determining our course of action to help financially disadvantaged people living in the New Forest.

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Partnership
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Strategic Priority 5: Partnership

Partnership has never been so important as in this last year. We have met the challenge of Covid alongside our voluntary sector and Council partners.

We have achieved notable successes:

Joint publicity to let people know where to go for help
Setting up online referral forms for foodbanks.
The setting up of the New Forest foodlarder project with Fareshare
The establishment of energy voucher schemes
Joint research project on the Cost of Living in the New Forest.

As we have moved out of the pandemic and returned to more usual working practices we have maintained our regular monthly meetings bringing together over 16 local organisations to keep each other updated, connected and working well together to support

our clients. Further projects are at the development stage including an interagency referral system (ReferNet), rolling out Advice First Aid training programme and working together to reach, ‘hard to reach’ groups such as the New Forest Traveller community.

Outreach

With our offices closed for so much of the year our outreach services became an important part of keeping in touch with our clients. A key project that emerged from the Covid New Forest Partnership was the development of the New Forest Food Larders. These are pop up food larders that visit 10 sites across New Forest each week.

They are targeted at the most deprived communities from Ashley, Totton, and Fordingbridge right across to Calshot. For a small membership fee people receive 3 bags of fresh veg, chilled goods and store cupboard staples.

Partnership

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using the larders access other forms of help and support. They have been an invaluable way of connecting with clients, for example, through the Covid winter grant scheme we helped 165 households to grants worth over £24,255 towards their household energy costs.

The larders are run by Fareshare and supported by the four New Forest Foodbanks and NFDC and have provided invaluable support to over 660 households throughout the pandemic.

CANF supported the ‘Larders’ with outreach workers who helped clients

‘To be honest, I’m so glad we have that food larder ‘cause that’s helped a hell of a lot’ Carly

‘The best thing that’s happened down here I’ve noticed, in the last sort of six months maybe less, is the food share thing’ Mike, Calshot

‘It’s [FareShare food scheme] is the most amazing scheme and I wish every little area had a scheme like that’, Tracey

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Our Impact

Our year at Citizens Advice New Forest Our Impact in 2020/21

We helped 5,600 people, 35% of our clients were under 40.

We helped clients with over 14,000 issues. Clients are coming to us with an increasingly complex range of problems.

Top 3 Issues

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Help with
909
benefits
Employment 870
Housing 829
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Adviceline (69%)
Email (21%) Channel
Other (10%)
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Our advice to clients is delivered to high standards. We work to AQS standards and achieved green rating in 2020/21. We are a local independent charity. We achieved top audit scores for the way we run our charity and manage our finances.

Working through the pandemic

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Working through the pandemic a view from a CANF adviser

I work for Citizens Advice and the Macmillan project. My working week consists of home visits to clients, visits to local hospices and cancer drop-in centres, as well as meetings and talks at local GP surgeries and job centres.

My last day at the Bureau was the 22nd March 2020. Being over 70 (just!) I had to isolate and was not allowed to work from the office. so I had arranged to ‘lock down’ with my sister in London. For the next 11 weeks I worked via phone, internet and post to try and provide as consistent a service as possible for all our clients.

Confining my interactions with clients to the telephone was challenging, especially with those who were unwell. Around 60% of clients did not have internet access, so much time was

spent on the phone and many more letters written than usual.

For most benefits, supporting medical information is needed and during this period new and better communication developed between GP’s, their surgery staff, nursing staff, consultants and Job Centres. Everybody understood the difficulties the lockdown had brought and were keen not to let their patients down. I was able to obtain medical evidence by email and have documents scanned and signed by medical professionals. There was a real feeling of everyone trying to pull together to help those who were in need.

Our helpline extended its hours. There were many difficult cases of vulnerable people who were suffering from loneliness during this period. There

were also many who were very worried as their cancer treatment had stopped during the lockdown.

I returned to the office on the 15th June, and it was lovely to return to a feeling of support and kindness. The lessons learnt in

total lockdown have helped us all to work together even better than before. It is good to know we were able to cope and still help all our clients in such difficult times.

Employment case study

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Case study

‘I think there’s, you know, the two big industries are tourism and care, and they’re both sort of shift patterns… don’t really match up with local transport patterns.

So, if you haven’t got a car, then you know, you are severely at a disadvantage with accessing employment.’

During the pandemic employment has been the top issue that people have come to us for advice. We have specialist employment advisers and have helped 870 clients with 1,935 employment related issues.

How we helped Mary to understand her employment rights

Mary is an example of one of the people we helped during the pandemic. Mary rang Citizens Advice New Forest seeking help after having problems with her employer. Prior to the pandemic she had been with the company for over 15 years and had no previous problems. She explains. ‘It was a total shock, I just didn’t know what to do or what my rights were’.

her employer to work out a way forward.

Mary explains

‘Citizens Advice helped me understand my rights and make an appeal against my employer. They gave me the tools I needed and the confidence to use them, and supported me through the appeal process, which resulted in compensation equivalent to one years salary.

Citizens Advice New Forest have a specialist employment adviser and he was able to work with Mary over several months to help her communicate with

Our year at a glance

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Our year at a glance

Quarter 1 – April, May, June 2020

The first lockdown. The Business Continuity Plan is activated and we scramble to get IT kit to all # Advisers at home . We don’t miss a day of service and keep answering the phone to clients.

We settle into new routines and find different and new ways of working. We hold an online Easter tea party via Zoom for all the staff and volunteers to get together.

Quarter 2 – July, August, September 2020 We attend our first online council meeting to secure support from our core funders NFDC.- Big Thank You!

We run a recruitment campaign for new Trustees and appoint 5 new Trustees to the CANF Board. Here we are putting

some of the new Trustees through their paces on the Southampton Legal Walk.

Quarter 3 – October, November, December

In September Glynne Miles, trustee and vicechair, lived up to his name and ran over 50 miles between our 5 offices around the New Forest to raise funds for CANF.

Our New Forest Adviceline becomes a Freephone service making it easier

than ever for our clients across the New Forest to contact us.

Quarter 4 – January, February, March 2021

The first foodlarders start up in the New Forest

We recruit a training and volunteer support manager and start new volunteers on the Hampshire Telephone Assessor Learning Programme.

16 chapterFinance

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Finance Financial Performance Project Income

‘Going into debt but not on anything extravagant at all, simply on just trying to make ends meet in terms of food’

CANF continues to work and plan in a challenging context, we have been successful this year in attracting one off project funding to help the organisation adapt to the pandemic.

Detailed information of the Charity’s financial performance in 2020/21 is available in our Statutory Annual Accounts and Trustees Report.

The summary is as follows: Incoming resources £429,221 (2020 £397,483) of which £138,044 (2020 £125,247) related to project restricted activities.

In 2020/21 CANF delivered a number of successful projects:

Money & Pensions Service – debt advice & increasing capacity
Help to Claim – Universal Credit
Macmillan – supporting families affected by cancer
Energy Best Deal
Citizens Advice Hampshire wide projects – Healthwatch, Hate Crime, Home & Well, U Benefit, Restorative justice
CAST – National lottery programme for digital support
Ringwood Foodbank

Thank You

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Acknowledgments & Thank You Citizens Advice New Forest thanks all funders, volunteers, staff and other supporters without whose support we could not continue. Our thanks go to:

Principal Funder

The many Town and Parish Councils who continue to support us:

CANF extends its gratitude to New Forest District Council who continue to support the core operating capacity of the charity as the principle funder.

Beaulieu Parish Council, Bramshaw Parish Council, Bransgore Parish Council, Copythorne Parish Council, Fordingbridge Town Council, Hordle Parish Council, Hythe & Dibden Parish Council, Lymington & Pennington Town Council, Marchwood Parish Council, Netley Marsh Parish Council, New Milton Parish Council, Ringwood Town Council, St Leonards & St Ives Parish Council, Totton & Eling Town Council.

Our Funders and Supporters

Esso Petroleum, Southampton Legal Walk, Waitrose, National Lottery, National Citizens Advice (BEIS grant), Catalyst Discovery Grant, The Wyndham Charitable Trust. Tescos, NFDC discretionary grant for Covid recovery, HCC Supporting families. Wave 105 - Cash for Kids, Hythe quiz.

“As a volunteer I thoroughly enjoy volunteering with Citizens Advice.

Being able to help people is so rewarding, helping clients with their problems, and making their lives a little easier.”

Our Volunteers

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Our Volunteers

Our volunteers have been amazing, responding to the pandemic by delivering #Advice at Home. We have had a reduced number due to the challenges of the pandemic and would like to say a special thank you to those of you that were able to continue to support the service during these difficult times.

Alan Wilson, Alexia Rees, Andrew Barham, Ann Cox, Ann Mason, Ann Norris, Anne Cullen, Bill Miles, Carolyn Bryant, Carol Hampson, Caroline Duffett, Carol Canning, Celia Cheadle, Colin Smedley, Dafydd Thomas, David Chapman, Dawn Locke, Deborah Griffiths, Dennis Bates, Elizabeth Ralley, Erica Mallon, Francis Turner, Gill Garney, Gillian Devonshire, Heather Graham, Ian Evans, Jennie Worsdale, Jeremy Allin, Jerry Weber, Jill Bansback, Jim Madge, John Barns, John Penfield, John Purves, Kate Miles, Kathy Quinn, Kay Sutton, Ken Hardy, Kevin May, Kirsten Marsh, Laura Ivey, Liz Tuckey, Lynda Chapman, Magdalen Chadbourn, Margot Grimwood, Maria Curle, Maria Santos, Martin Coates, Mick Bennett, Mick Lockwood, Nicholas Walford, Paul Boynton, Pat Brown, Pat Freeman, Paul Longley, Roger Bird, Paul Spargo, Peter Vening,

Rayner Brammell, Rosemary Haley, Rowena Fowler, Roy Bunce, Sahana Goodwin, Sarah Salisbury, Sue Smith, Suzanne Brown, Tina Facey, Tricia Ade & Virginia Curtis.

A special mention to the volunteers that left the service this year, your time with us was very much appreciated and we wish you the very best in your future endeavours.

We would also like to pay tribute to two of our volunteers that sadly passed away this year, Ian Large and Michael Jenkinson.

Thank you all so much for the immeasurably valuable work you have done for Citizens Advice New Forest. Your dedication is essential to the work that we do. We cannot do it without you. We would not want to do it without you!

Our Staff and Trustees

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Our Staff and Trustees

Our Trustees

Chair: Claire Brown Vice Chair: Glynne Miles Treasurer: Geoff Newman Jacque Aiken Janine Morris Jeremy Ogden Kevin Loosemore Jessica Baldwin Phill Jennison

Company Secretary Frances Marsden

Our Staff Chief Officer: Alison Talbot

Advice Services Managers: Justine McMahon, Sandy Negrescu, Emma Absolom, Kath Fletcher Training & Volunteer Manager: Sallie Southam Macmillan Adviser: Marilyn Seabrooke Finance Officer: Karen Smedley Meetings Secretary : Janine Buchner Adviceline: Jess Enos Debt team: Nicky Edwards, Trudi Fanti, Megan Burns Help to Claim: Aleks Horecka, Rosie Gannaway Outreach: Sophie Stride Kickstart Trainees: Amelia Adams, Jamie Dunning Student Interns: Kate Beeslee, Emily Lanham, Bethany Rutland

Citizens Advice helps people find a way forward.

We provide free, confidential and independent advice to help people overcome their problems. We are a voice for our clients and consumers on the issues that matter to them.

We value diversity, champion equality, and challenge discrimination and harassment. We’re here for everyone.

If you need Advice please contact our New Forest Advice Line 0808 278 7860.

If you would like to support Citizens Advice New Forest please visit our webpage and click on the donate button.

newforestcab.org.uk

Citizens Advice New Forest is an operating name of New Forest Citizens Advice Bureau, a registered charity No: 1132425. Company limited by guarantee, registered in England and Wales, No: 06983394. Registered office: Lymington Town Hall, Avenue Road, Lymington SO41 9ZG. Chief Officer: Alison Talbot. Email: ceo@newforest.cabnet.org.uk. Tel: 07740 901305.

Printed and published by New Forest Citizens Advice Bureau November 2021. Artwork by PageEngine.

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Forest Cltlzenx Adwlee Bureau known a8 Citizells Advice NCTV Forest Trusteey, Report The tnLSt¢es, WI are direcr5 for the putposes of COTllpY ]aw. present the aDDual teport together with th¢ finwiaj 8txt¢m¢nts of the charitable ¢ompaJy for the y¢ar et)dryJ 31 Mch 2021. Oblectlveb and a¢tlvltles Objeets t7nd4lm The Gbarity's obje¢¢8 are to pronJote any ch8riiable by the Advlrteement of educatio th¢ protection Aod preservaiion of h¢alth 2nd th¢ r¢li¢f of poY¢rty. sickn¢ss and di8tre85 ill parts'cular. bui without litnrt8ti04 for the beu¢fit of tho wmn)unity in tho New Forest and sum>uAdin8 aIe& Citi£¢ns Advice New Forest ro provtde fir¢. ¢onfidentiNI, imwtial alld iti&pendent advice aDd information for th¢ benefit of the local comrtiurrity. to exercise a re9rAsIble intlu¢nc¢ on Ihe development of 80CiAI w)lieies services Sd to ensure individuals do Aot Suifer thmBb a lack of knowled8e or an ]bilIty to ¢xpre8s their t effediY¢ly. Our Strategic Everyo#e bft New FopLrf Mdll be able lo eeeJ$ fv Advlee to fvd 4 way Supporterf by A strongi pepr¢seAlahwe ond IMJlueNrtAI Clrfzems Adv1¢¢ N¢w Troresr> o¥r 5ervlceJ throwsh mmldple &%itrfl chaMn¢ls enAbllng perNonal face-tO-fa¢e thvolvem¢Ri Mrfth tllthyts al J4pportd eh4mplonln% qUAIIty Rnd dlvertlty whlle ¢h#UenRlwx dlycrfmthithoft. The TnJ8tses algo approved tho foUowin8 itrAte8i¢ Piotitits to AUP]Mm the str28i¢ l- D¢llv¢ry . Centrali8e Margem¢n( inf0mLatio corom1¢&110ll gnd trchnology. Dive$¢ le4sehold pternis and B¢CUTe community Supported facilities at loeaiions where the sery1 is nLryled on outreach b13 to mrti • growing de&wid Dlnxllce - Secure lollg4¢mi grAni.aid rangeme¢s, iNTeasin8 fundcd projeci activities 8nd local fimd-(xi$in8, to sustain and dovelop the s¢rvice to meet client nced$. People - Rttrni¢ ond retain volwltecrg and provide them with hi8h quality knining ond gwision for d¢liverln8 the ¥ervi¢e. Fanploy $kill¢d staff and d¢velop th¢m for the roles required io manage a hi8h-quaiity 5¢rvice. RMoAr¢h & CatDpalgoi . Expand rewr¢h ¥t)d camp4i8ning athiviiies ty idetitify thd addregs social and èconomie SU¢$ impoctin8 upon the lives of New Forest Tesid¢mts. Partnenhlp . Work ¢ollab)rotiv¢ly with dbers lo impmo the ¢liettt èxperienee And their access to the bt 4dvi¢o Alld siippon outcomes. Publlclty- Increase the #Waren ofour services in the New Forest thtou8b in1pr0vemts to public Infornon re50urc¢4 of Socid mthli& In Marell 2020 in reypons¢ to the Covid p&ttdemic we had to implerncJLI Business Continllity Plrtn and ¢105¥ our face lo faG¢ 8eM¢¢s and move to & t¢l¢phoDe alld email seTViCe. Dcspitc thi5 we hllvc lar8ely implell)eDd ow 2019120 ActioA Plan and helped S, people with 14.¢KK> issue5. We have deVeld ]Thw partskershx'p5 and been a key part of the Covid resw>n8e effort in the local area. For exaTtwle. we h&ve h¢lp¢d o¢t up th¢ New Forest food larder project and llow deliver advico 5eNice$ in 10 outreach locations across tho New ForesL

New Forest Citizens Advice Bureau IOll 2$ Citizens Advice hew Forest Trustees, Report PMbll¢ bneJ7t The Tn¢8 hav¢ psid due regard the Clarity coollniiott'1 8uidBnce QD pthlic ben¢fit ill dKiding th¢ activiue8 undertaken by ¢he Charity durin8 the year. The trustees 8r¢ satisfied th&t (he infonnl0tt provided itt th¢ report and accounts m¢ciS th¢ public b¢tsefit reportitig requIrents. The principal activity of CitizeD8 Advice New Forst tho provisiffL of free. eotffidelltial, independetlt aDd impartial advic¢, infornjation and counsel for members of the public althou8h w¢ b&v¢ had to adApi how we hAvc donc this us our offices have been closed as a result of the p•tsdthyhiC. Jn wlditioTh ro 8enaal advi th¢ folkn¥ing Speci18t s¢rYice8 or Projects were provided. i) Specialist debt &dvire through our Moury Advicc Service Debi Advice PToje¢t. lll Spe¢i81i8t advice r¢laied to Universal Crfyh'¢ fijlld tbn)ugh our Help to Claim proj¢¢L iii) Advic• and I]Orntion to p¢opl¢ &ff¢ct¢d by ¢gnc¢r, thrwgh our pwmetship with Haillp&bite Macmillan Citizens Adviet Service. iv) Advice at)d InfornlI0A to on th¢ best entt8y deals t the Enff&Y Advice ProBraD]me. v) Through Heaithwatth HathIr¢ PTo%Trding infonllatioN Advice. sig0$ts8 and rtferrals relating to h¢alth social eare strvices. vi) Specialist employtll¢ni adviet. vii) Sovereigll Money Potto¢rB vliil Rin¥wuod buudbank ix) HaTnpshire CiuzeAS Advice ( UBott¢fiL Hotm & Well) x) Supporting Families xi) Wave 105 Advi80ry s¢rvicK$ have been provid¢d by t¢l¢phon¢. by ¢nJaiL through our Frccp1nC Advicelitle 4ervice {a telephone 8ervi¢¢ vi& a sin8le 0808 number). We knve alyo delivered tho Nationd CiliuDS Advi¢¢ Advi¢elit>¢ 8Dd webckni servicè. The TnE8tees coofrn thot they have complièd with the wutr¢meDLS of seeiion 4 of the Cbarities Act 2011 to h&ve due regard to the public benefli guidattee publijtwj by the Chtirity C(xrnni%qioll for England alld Wale8. The charity r¢ceiv¢5 help gnd support ia the fom of voluntary &ssisthnce in rAIvi8i118 the public 8nd 8dmiDiSt¢ring the clwity. Thc numbcr of voluntcetg that wcre able to support our 5ervLce reduced LO approximalY 50 voluttte¢rs. o]1 workitlg frofft holl they continued to pro¥id¢ an invAlu¥bl¢ ¢ontribuUOll. We csum8t¢ the vatue of this 1p at £5,1 ill Irspect of the current A¢hlevtm¢ntS iDd performAD¢¢ The key achievent5 ia the year were.. . Setting up 10 new out(¢a¢b¢s with the Farnsh focwJl8rders • UpgrndiDg the rr iafr8stnKture to allow us to d¢liv¢r the s¢rYitt rcmokly ReflbIShMent of Totton otTJce . The restructuring of staff toam aod rnruitment ofntw staff • Delivery of Ener¥y ¥0h¢r $¢iwm¢ . tntroduced a new freephone advic¢ line • Helped 5400peoplt with I40 i&8ues

New Forest Citlzens Adte Bureau knoiYTh Citlzells Advice Y4ew Forest Tne, Report Structur& g•v¢rn•Aee Ind llwia1emet No¥re of8ovepMlnx doemmenl Now Fore8t CitiZ¢D8 Advic¢ Bureau 1$ Boverned by its MuAornttkn Attd Articles of knsoela0 New For¢st Citiz¢ns Adwi¢o Bureau iocorporat¢d • company limit¢d by 8UWtee Oll 6 Augu 2(MJ9. Th¢ mlMuM liability of each mernber i8 limitrd to £1. At 31 Match 2021 thc company had 10 (all of whom are also DIrx). Nèw Fore# Citizens Advice BuT¢au is a regi8tw&J charity. The c]JArity eLNllrn operatiOD# on l April 2010. Re¢rl¢menl #ftd&ppoin¢memt Trustees of the charity. who 80 Direetors of the CompgDy, Ift electcd frorn the I1] c(K[ullity and Eurnunding areas. A NominAtiong Cotnmittee, Jn&le Ltp of Tn[ees, the Company Secretyry •llde]Mired by the Vic¢ Chair ts estthIish to oversce th¢ ¢l¢¢tion$ process for Board ap1ntrnets. A separate pr¢s5 agrttd by the Trusthe Board is follow for the election of the Chair Vice Chair. No other p¢r&on8 or Eodies exrng1 to th¢ ¢banty w¢ ¢tica to winipelsons lo the Tr( Board. Newly appoltit Trust¢¢8 Are provided with a ¢OmPTebensive prOe for induclioD to CitiZ¢n8 Advi New Fore8¢ with acc¢s8 to traiJin8 ¢our8cs {th avaiJ8bk) ond by blIShed trus. 0ryÈ7nlsrfdoM41 ytrHclwre Citi£en8 Advi¢¢ New For¢st i¥ gov¢rned by its Thisoe Bo•Td vknich is sponsIb for 8rttitig the 8trote$i¢ direction of th¢ orgAlli8ation tho wlicy of thc charity. Thc Trustee5 cany the ultirnate r¢sponsibiliry for th¢ colldt of Citizerts Advice New Forest ond for ¢nsuriti8 that th¢ ¢Jwiry SAtisfitx its legal and contnclulll obli8atLons. TnL$tc m¢¢t a5 1 minimum quartorly And deleg8to th¢ ¢Jay.104ay op¢rAtion of th¢ org8nisatii)n 10 setsior maM8¢m¢nL The Trustvo Boud 13 llMl¢p¢nd¢nt from nngeMeL A re8i$ter ofDirwlor¥' illtc¥esl$ 1$ ai Re[¢ Offi#. Trustse Bouid ev4144rfon The TnL¥tee Board reviews its perforne every yeEr. The ev8JuatiOD is infomut 8nd typically involve8 individua] Tru5t¢g completittg a qLStiOllllAire loliowed by * grLKLP th8eus510n to arrive ai a cort5 ou1M¢. Th¢ evaluaiiott is underlakcn by referencc to Seetson 5 of tbe Lharily Govemance Coje for mA]Icr charitics and iy alao a r¢quiT¢m¢nl UDder the t¢rn of our m¢mberthip of tkn National knyociDtion of Citiz¢Ds Advice BuTe4UX. RelAtionshlpJ wlth relotsdp4rtl•J Ci¢iz¢ns Advic¢ New Forest 18 4 member o(Cilizens Advic¢. th¢ operAting J)ame of thc NlOal Association of CitizeD8 Advi¢¢ BUTX, which provides a framewixk for 8thad&rds of advice and ¢8s¢work m)nJgemcnt 38 w¢ll as tnotiitorittg progress agRinst thcgc st8ndord8. Oaling )]i¢l¢S atc indcpcrthtly ddern)ined by the Trustse Ilottrd ()f Citir£DJ Advice N¢w bor¢5t in ord¢r to fulfil 11$ ¢hATit8bl¢ objects and ¢onwly with the [10[] llmiw5kn4) rtquiretllents. The charity also eOpeYateS and liaige5 with a number of other advisory s¢rYi¢w ¢hariti¢8 and ¥ocial s¢rvic¢$ drpartmcnts on bebalf of clients. Where one of the trw¢8 holds thc pjsition of trusteeldxrecior of 8nother charity th¢y n)ey bo involved ill di8¢ussioN K¢g8rding that other charity bu¢ noi in th¢ ultimite de¢ision4tiaktLg pr*1.

Forest Citizens Advlce Bllreau known as Citizens Advice New Forest Trusteej, Report Mujor rtskT 8Nd puks Citize Ailvi¢¢ New Forest has created a Risk Regi51cr wbich follows best prnui¢e guidance available from the Clwity CoDuni5sioL This ident1¢$ th¢ m8jor risk3 w which the c]wiry is exposed, resp)nsibilities 8Dd mitigation plaD8 for all Of them. This 18 moxitor¢d and upteA re8urIY It mtttinBS of the Bcrt ¢tislI4 the dwiry CQDtinu8Uy n)ana8¢8 its risL Citiz¢ns Advice New Forest h¥ an Information Bisk Policy which has bttnupdaknl to reflect the most recent legialative requirements attd is adequate for its purFrf15¢. The thi¢f OtTi¢¢r is th¢ S¢wor tnfi)mMuon Risk Owtter. supported by the Athryce Ser%ryces M8JMgers, thc Policy ts ove[9 by & Ibjstee Lead. I'bese roley provide a ¢lur 8tnthwe for the sintcgie sovernw and op¢rdtional )naeMEnt of infomiotion riaks within thé charity. The Trust¢¢ B04rd is the Da& Controllcr of aIl pEtnl data that the ¢l)2rity prnceases ood Joint Controll¢r with Citizens Advicc for all client inforn]ation held oll rystetlls provided by CitizeDS Advi¢¢. IIL¢ charity meets the requirements of the Data Protection knt 2018 aod other re8ulatory wuiremellts. It ha8 implemente4J th? introdudion of compliance with the (t¢nernl Dats Proie¢iion Regulaiion (Regulation (EU) 201&679) IGDPRI. All st&ff aTe required to coJnpl¢i¢ Illnu1y the Citizetis Advi GDPR 4>l¢arDiD8 cours¢ the Civil Servitè LeanJin8 io%ponsible for ItLformation' 8PPTopriAt¢ for their rule and are provideA with traiDing. TnJ$t¢¢S 4150 compleio th¢o¢ course8. An Acceptable Use Poliry has bmn i39u¢d to all swff. Security breaches Bnd near miss¢8 aT¢ th¢ Board with individual btwhes ¢oDsi&red Attd ¢alted as appropriate, dependent OA their s¢riousLeu. Durin8 the Tewtin8 p¢riod the was one breach idcntified whi¢h r¢quired the chwity to inform or es¢alat¢ 4 B]ait¢r lo Citizens Advice or the Infortnation commi10.¥ OffiLY.

Neiv Forest Citizens AdCe Bureau known as Citizens Advice New Forest Trustees. Report Fln1Dci review Polley pesery Citszen8 Advice New Forest is required to ensure that free ny)]Jies aT¢ Available ID eadL finpAcial year to tneet any r¢8soDably foreseeable contingency. During the yeor the Trustees a&sed the risk5 8ssocJ4tyJ with n)aintsining th¢ ¢xisting Glient services and d¢temiined tJ)at res¢tv¢s of £170,¢XIO were required to m&intsin theBe Stre3 for the fortsseeable Mt. Thi8 r¢pre$¢nts s¢v¢n Workw cApital. The Tntee8 eXt0t their 8ratitudc to New Forest th51ri Councit and the 10¢41 Town and Parish Couttci]s wly) coDlinue ¢0 8llPPOrt thé core operatillg ¢delty of the eban'ty. Th6 New Forest DKstricL Council provid¢ th¢ priu¢1p 8our¢¢ of fiJndin¥. AdditionAlly, Bpecific furythn8 w&8 rrf¢ived fronL' • Citizen¥ Advice H8mp8hire in paTth¢rship with M•Lanilkn C¢ Support for tbo provilion of itthjnnotion snd advice to people with cancer. . Healthwatch Hamphire for the proyisiott of infomhatiOD a4d advice or Si8Dpos¢iog relatin8 to health aud social c¢ services. . The N8tion81 Association of Citiz¢JJs Advi¢0 for Besi D1 Exts• to provido Vice ott the b¢st ¢n¢rgy dcAls &vaiiable. . Th¢ National Association of Citizens Advi¢¢ BUrX for the Money ADd Pensions Service (WS) fiwd¢d debt advice proJt. Under this project the chLty provides d¢bL advice menthets of tbe publie requiiirt8 help with d¢b¢ problems. . The National A980ciatioD of Citr£¢ns Advic¢ Burea for the Help PTgject in padnership with Citi7£ny Advie¢. Undcr this proj¢¢t th¢ charity provide4 ov¢r th¢ FthoD¢ and weixbai 8UPP)rt ¢0 cliettts rcqwrill8 help with Universal Credit claim8 • Notion41 AssDCt8lion of Cili?.ens Advice Bure8ux I BEIS fill18) for workiD& . CASt' (l)i8i¢thl fvr ¥ociai guudl develop remote woJkn8 id¢a* . CalY41y5t Discovery 1 remote suprAJrt for tM)m¢ wo18 NationAI Lottery Covid 19 rcsyomc • N¢w For¢81 Di8lri¢t COU11 dis¢T¢¢iony 8rant for Covid • Exon (kant for oulreBch work . Ilome & Well- NIIS referrnls * The National Association of Citiz¢ns Advi Bwtaux- AdYice]iDe I Webch&t • Ringwood Foodbank • Sovercign Hou81 • SupportinB FAmilies FICC . U 8en¢fit .Wave 105 The Glwity did not have ally borrown)gs from ¢ith¢rprovi¢kn of fill18 or(rtber at the baJ3nce $h¢¢t dats.

New Forest Citizens Advice Bureau l£nown As Citizens Advice New Forest Truste, Report 8 required in its Mernonndum paragraph 4.19. iti fjjrthc¢e of its obits. Hnd for no other PUTP)w, th¢ clwity bas the power to invest monies ofthe ch&rity not immediately requircd for ia pUSe$ irt 8uch invests)t4 securities or pro as may be thought fil subj¢ci n¢v¢rth¢less to such CODditioTLS and consents &8 may 21 th¢ till imposed or requirnj by law. Thc Trust¢c8 consider itHppropriRte to invest ¢&8h to aleve a rdum on 1nve8trne to the aim8 of th¢ charity. Thi5 will be doue by the best f&idi rett Mthio 8 l¢v¢l of risk considered CePtble ts) the . CO11¥ Imp4¢t•f Covld19p4rt4rfmle Th¢ governm¢nl lockdown arrnttgetnents Iltroug the year bv¢ result&1 in si8tiifLeont di0 tv the charity's 8ervice8 d, to its extraordinary nAtUT¢. the clwity's Busittess Contirwity prnc¢ss WAS invoked on 18¢h March 2020. During the lasi year th¢ charity wbE¢ to any of ?ts preMt for dtlivery of seThpic45 ond operated & teleply)tt¢ and w¢bch&t from th¢ hom¢3 of sratT8ttd voluntters with the use of wKJbile telephonc Alld ponable ]•4)tOP5. Our offi& hav¢ ¥inc¢ been reopened on a limit1 basis and we are building capacity to fully reopen 888ilL Gothx Con¢•r On 13 May 2021 the Board con5ider¢d th¢ in)paci of the p8a&mic •Ad torteld that th¢ wn)p8ny tlY has 8dcwt¢ reserves 8nd liquidiiy ¢0 contillue opernting. This be continually revIcw the lontsnn Conseque¢ of th¢ pdeMiC b¢corno evident. Plans for future perlodj Key obj¢¢tives for the fjjture iLcluth:_ l. To caryy out 4 resekn proj¢ct with key pthtt¢rs the N¢w Form to detern)ine th¢ factors Aff&Lin8 peopl¢ living on low incnme5 throughout the dl¢t. 2. To mailltaiD the telephoDe and etDail advice r¢8P)tw rntes to l¢veb acbi¢vJ durin8 the pandemic (80%). 3. To roopen fa¢¢ to facc scrvircs Bl Commutiity Venues acro&q th¢ for¢st. 4. To develop ow r)uirea¢h iervi¢¢ to tar8¢t¢d azeA$ or w. 5. Complote plons to sbaTe I<upatIon of the New Millon office with anothet clwity. 6. Diversify funding base And attract pmject fi¢bu& Small company provlsloDS This report been prepared ID accordance vrith th¢ IM comp•nies regime undei the Companit* 2CI)6. The annual report was approved by the trustees of the ¢harity on....... ..... ..ZIar si8n&J on its behalf by.. G A Newman Trustee

New Forest CitizeDs Advice BDreau known gs Cfitts¢ns Advice New Forest Statement of Trustees, Responslbilitles Thc tNsiws (who ar¢ also the dir¢dors of New Forest Ciiiz¢ti$ Advitt Bvteau for the pose8 of company JAW) are re8PODsibl¢ for prep18 thc Tn, Report and the finaDcial statrmettts in thccordallce with tbe Unir&J Kingdom AcoouDtillg Standard8 (United kn"llgthm Generally ACC1 Accouniing PralCe) and appli¢abl¢ alld regulatsons. CopAnY law."equires the truste&8 to prept fJnSn¢I srat¢m¢fjts for each fiDattcial yfT. Under company law the tnjsttes must noi prOVe th¢ ruwla] statemettL¥ uttlets they are satl5fied that they give a In¢ 2ThJ fyir view of the 5tat6 ()f affair8 of tlw Charitablc compally 8nd of its incoming re80urces alld wlication of resources. in¢luding its incom¢ atsd expertditure. for tit period. In prepar these fancIal ststttnents, the trustr¢8 ve requir&1 w: s¢le¢t suitable ac¢ountin8 policies and apply th¢m consiY ob8erve the methods And pritsciples in thc Charitia% SORP; make judgEmcttts 8nd estimates that are reasonable and tthÈ 8tEte whether applicable UK ACCOtiO8 St4tMlarth have beett followtAt, subj¢ctto zny ma*ri81 d¢partuM di8closedattd explained in the fan¢]#1 itatements. pr¢puo the fillala1 st8t¢nxnts on th¢ going wi¢¢rn b•sis uale88 li tg thapprq>riite to pres¢ tbat th¢ ¢lwirabLe company will cotstitiuc IL busi[. The trustees art responsiblé for keepin8 adryuate ac¢ouThtin8 T¢[d5 Ib ore wffieient to show and explain th¢ ¢h8Titsble compan8 traLgactions and disclose with rnsoMble tteCUTa¢y at any lim¢ the p)sition of the cEwitable company and ¢DAble Ih¢n to engure rh tht fmancial d¢atements eomply with the Cotnynies Act 21K>6. They are a180 responsible for 8&f¢¥uardin8 th¢ (Trf tlw ¢hRritabl¢ p•DY ond h¢D¢e for laknD8 stepa for th¢ pr¢v¢ntion pnd detection of ud Al ottLEr irre8uluritie Approved by the trsIteS of ¢Jtsrity on. ... 8Dd signed oa ity bellty. G A Newm) TNst¢e

Iyew Forest Citizens Advlce Bureau known as Citizens Advice New Forest Independent Examiner's Report to the tnths of New Forest Citizens Advice Burea I report to the Charity truslc<8 on Jny exanuMtiOD of the accou of the chsrity for th£ yw ¢nded 31 March 2021 which get out on p&ges l I to 23. Rupectlwe rupoDilbllltl•8 of tr¥•t¢e8 attd As the charity's trustees of New Forest LitizeDS Advice Bute4u (and also its dire¢¢orn for th¢ puryM)ses of eompAny lawl you hre responsible for th¢ prepytion of the ill aOrdt the requirwn18 ofth¢ CornpawN Aci 2006 ('th¢ 2006 A¢i'l. Having satisfied mylf th&t tho accouDts of New Forcst Cttizens Advice Bw¢au not requiredto be audit¢d under Pth 16 of the 2(K)6 Aci 2nd 4r¢ eligible for illdepethi eX•m]lln, I report in respect of my ¢xamtnation ocyour clwity's accounts Aa ¢arricd ¢)ut undor s¢¢tion 145 of the Clwi¢ies Act 201 E I'th¢ 2011 Ath,). In cwin8 Out my ¢xamin8lion I hsve followed the Directions givtts by the Chllrity C4)mmi&4ion under 8¢Ctioo 145(5Xb) of th¢ 2011 A¢1. rndepend¢nt eiamln¢r'i itst¢m¢Dt Sin¢9 New Forest CitiZ¢llS Advice Bnre4u's gross iocome exc¢eded £250.((#) exazniner TtwBt be a nwrnber of a body 118ted in 8¢Ction 145 of th¢ 2011 Act. I wnfrni +hat l am quAlifi¢d the ¢xJmin8ti0tt because l am a member of IDAtIte ot Charthd Accountants in ED8knd Walu. which li on¢ of th¢ IiBLe4J bodie4. I have complet my examiwioTh X mfuTD thut no Jllattern have conw to my &ttsniioD in CODnwtion with tho exn]natiOn 81ving me cause to believe.. l. accoutstitt8 re¢ords wern noi kept iti respe¢tof Nthv ForeAt Citizen8 Advi¢e Bweau requid by tIOn 386 of the 2006 A¢i' or 2. tho occouttts do not accord wtth those r. or 3, the account¥ do not comply wlth tho awountill8 WUit¢ro¢nl8 of tio 396 of th¢ 2(N)6 Act oth¢r than atty requirement thAI tho accoun¢s wvr H'true #nd fair viev which 18 not a matter coTh8idered Bs p8rt of An indjedent examination,. or 4. the llceourtts have not be¢n prepated irt e0rd4ce with the methrd8 sud PTiu¢ipl¢$ of the SIAtetllen¢ ofRcconuncndc Prnctice for e0)litt8 and reporting by chtieS lapplicable ¢0 clwities prcparin8 their o¢wmts ill ac¢ordanc¢ with the Fill141 ReportiD8 St•tthrd ApplibEC io the UK •a Rtyubli¢ of Itciand (trRS 102)1. I have no draN%tt in Cer 2nd ILav¢ com¢ a¢ro$$ no (thr witers ill cOnntiOn with the exwnination to wbith a¢tention 8bould be order to enable a proper undtSding of the ACCOUllts teacld Fabrkc2 egris BEng FCA IqtitC of Chart¢r¢d Ac¢outthts in Ellgldnd and Wales W¢stl&ke Clark Audir LLP 7 Lynwood Court Pricstlallds Pl#¢t Lyminwon Hatnpshire S0419GA ty'>1

Nejv Forest CitizeDS Advice Bureau klloivD Citizells Advice Forejt Sttement of FinAncial Ac¢ivltieJ for the Year Ended 31 March 2021 llcluding Income and Expenditure Account aDd Statement of Total Recoglllsed Galns and Loss¢$) Ullrethkted Re4tr1ct¢d Dds TotAI 2021 Totsl 2020 Note ID¢Omt And Endowmtnh fro DL)tMtiotts And Itgacies Charitable artivities Other trading activtties Inve&ts)M)l incom¢ 282.779 7.658 24,609 113,435 307.388 121,093 100 264,883 129,497 1.029 Total In¢om¢ 291,177 138,044 429,221 397.483 ipendltUT¢ gn.. Chitable &¢tivitie8 158.811 124,301 283,112) 346,539 Total Expetmliture Net incorae Tronsfers bthve¢n fimds 158.811 124.301 283.112 346,539 132.366 13.743 2,179 146,109 50,944 N¢t movem¢nl in ffijftds 134,545 11,564 146,109 50.944 Recondllatlon offull Totyl fvnds brought forwllrd Tot&1 fifftds carrled forward 177.040 6,773 183.815 132,871 17 311.5¥5 18,339 329,924 183 81S Statement of Trlnanclol Artlvltle$- Compar4dve Dat for the Year Elldtd 31 March 2020 rutyl¢tt4 R¢41rl¢ted funds rundi TotRI 2020 Note Income and Endowments Irom: Donatiot aTLd le¢1¢3 Chwithbl¢ a¢tiyili¢ ljthor trdditL8 tiVitieS Investment incom¢ 256.513 12.620 1,029 1074 8,370 116,877 264.883 129,497 1,029 2,074 Tothl Income 272.236 125,247 397,483 Ipondlre on: Clwitsble a¢tiyilies 193.489 151,050) 346,539) Tothl Expenditut¢ Net iwom¢llexttnditure) Transfct5 bctwccn fut 195,489 {151.050) 346,539) 76,747 16.6461 (25,803) L6.646 50,944 N¢1 ]M)vem¢nt io fund8 60,101 (9,157) 50,944 Reconcillatloo ofiiLDds Total funds brought forward Totlll ffiJud8 ¢gled forwwd 116.939 15,932 132,871 17 177040 6,775 183,815 All of the charity's activities d1Ve fromc4>Dtinuin8 yrnlions.

New Forest Citlzens Advlce Bureau known as CitizeDS Advice Forest Oieglslrtion Dumber: 06983394) Balance Sheet as ai 31 Mllrch 2021 2021 2D20 Nots Current xi1¢ Debtor¥ Ch at bank And ill l)And 13 l5,053 394,596 20,453 412,043 432,496 409.649 Creditorn: Allts la]]Ini dne wlthth ome ytar Tot1 ttl l¢M eurr¢JAt ll•blUd 14 54,725 223.681 354,924 208,815 Provlitolli 15 25.000 Ntt A48ets 329,924 183,815 Funth of tbe ch4rlty: R¢strl¢ted IN¢ome Restricted fiJtsJ8 17 18,339 6.775 UMreitrl¢ted lrte0ll fund$ Unr¢strict¢d fimth 311.585 177.040 17 329.924 183.815 For the financial year enthng 31 MArcb 2021 the charity enuued to exemption audi¢ under ¢tiOn 477 of tbe CompanieB Act 2006 reltll8 to small comwics. Directots, rospon3ibilitios.' The membets have not r¢quir¢d th¢ ¢h•rity lo obtain an audii of its a¢cow fLY the year in question in accordanrx with section 476. aad The (bre¢lor$ acknowl8¢ ih¢ir responsibiliiies for compl)In8 with the TwireDL¢nts of th¢ A¢t with r¢8P¢Ct to aceounLing records and thc prcpurntion of aceount8. Thc5e accoullts have been pryared in accord with the provisions oppli¢abLe to c4)mparri thject to the 8mAll conwjnies regime. The financial st&t¢ments on p88eg 1 I ro 23 were approved by the ttwste¢s. athl authoriswj for iBsue on on their behalf by.. G A NewTnan Th*tee

New Forest Citizens Advlte Bureau known as Citizens Advice New Forest Notes lo the Flnanclal Statements for the Yur Ended 31 Marcb 2021 I Ch•rtty stathi Tht charity is limited by guArant¢e. incotyorat¢d in FgilId and Wales. and cons4u¢ndy does not hav¢ th8re copitsl. Eaeb of the trvstees is liable to contribute an amount not ¢x¢eeding £1 tOWArds the Issets of the ¢barity in the eY¢ot of ILquid•iio The address olits regisiered Offi is.. Town Hall Avenue Road LyTrin8toll Hampshire S0419GA 2 A¢¢offjtttlng polkl SummAry of il¥nlficAnt •ctOllDtlng pollcks •nd kry •¢¢•witlng ttt The principal accoullting Nblicies Applied in the preparnuoD of these fjn8ncial st8teDxnts set out bdow. The8¢ polici b4v¢ been congistsnlly appliod to 1 the Yr$ pr¢s¢ryled unl¢ys otherwilt gthted. stADnI of¢on¥Mi•¢e The financial statements have been prepared in aetordance with AccouDtill8 alld Rwning by Chbriiies.. Stalcmcnt of Reeommended Prnctice wlieable ¢0 charities prepar¥ng theÈr accounts in acdance with the fin8nciaJ R¢pDrting Standard applicable in the UK 3lld R¢publi¢ of Ir¢lJnd {FRS 102) (effective l Jry 20151- {LTrariiie8 SORP (FRS 102)), the Financial Rcp)rtin8 Standurd applicable in th¢ UK R¢publi¢ of ITelsod (FRS 1021. They CO2Dply with th¢ Compani Act 2006 Attd Charits¢s A¢1 2011. B$l¥ of prepr¥tlo New bor¢st Citizens Advice Bureau meets the defit)itioD Ota publi¢ benefi( eiiiity under FRS 102. A6sets sod liabilitie8 are initially reco13¢d at hist(Kical ¢oit ortrntLIOClion value unless otherwis¢ st&led ill the rvlev¥mt a¢couDtin8 p)licy Tr)t¢J. Golttg conrerrt The World Health Urganisatiott declared the Outbr of & coronavin (Covll]9) a paodemi¢. Th¢ COV19 outbrtsk in th¢ United Kingdom Iw resulted in a tempgrw IkdOWn aDd r¢duction of tbc chpzity's activities. Ai the ¢urr¢nt time. the directors are ll&ble to 4tIfY thc polentl81 cffccts of this p2ndthKie on futstyE re[ll wiods. The board's review of the resources availabl¢ against the clwity's COmTllits]onts show that the ctwiry would hav¢ sufficient Lalls for &t Icast a ycar from the dAte th I'in8ncAal StA¢emeJ Arn approv&J. Given the alx>v< the IbredoTr consider il wmpriate to 4dopt a goillg ¢on¢ern basi8 in PTepwiu8 the fjnancial mt¢ro¢Dts. ID¢om¢ ¢ndoMNn¢8 Volulltary incojlle Includ donati0Th8 and 8rants that provide cor¢ fimdiThg or are of a geuctai ikn IA rogD1sed where there is ontitlemeDL c¢rtaillty of rc¢eipt alld th6 llllK)Ullt catl Ee mea5UTed with suffici¢Dt reliAbiLity. Deferred lttcome DeF¢rred iti¢om¢ repre8ents amowits rth%ivd for fijtwe periods sttd i$rtie4sal to incow resources in th¢ period for which it h&s beerk receiv Such iThcome is only deferred wheo. .The dottor8pecifies tbe grdD¢ Ot thnation must (dy be used ID fikn accouthg period8. or .The doDorh&q wged conditions W"¢h mst be kr(e the Ch1 has v0j1ttoaI elltitietnenL Douated srtvir¢s hav¢ bKn r¢Goglliscd in the stataoat of fjuancial activities 4s Trx)th incomi08 T¢8(nJrce8 and resouf¢e5 exp¢nded valua at the stat)dard retail pri Iw the wi¢e act11Y pAi

New Forest Citlzens Advice Bureau known as Citizens Advi¢e Iyew Forest Note5 to the FIDandal Statements for the Year Ended 31 March 2021 ltsve&ttnent Aticomc is rcco8Dised on A receiirable bAsis. Charliable Income from choritsble activities Tncludes ren1J as t4rncd (as the telat&l g(Kds or8er¥itts Are provid) und contrad. Expendttur¢ Liabilities are rew8nis¢d as soon 85 there 18 a legal orcon5¢ructive obligation committing th¢ d)arity to the eXpditUre. All expet)dItLt is accountrd for on an accnds basis #Jd ]w been classifi und¢r headings thut agBreBate all c98ts related to the gory. These are costs iTred in •tirnctin8 voluofw iticome, th¢ of Inv051llw and those locrJ in tradittg #rtivitie4 tknt r&ise fithds. ChArltlt &dlvltl ChaTit&ble ¢xp¢ndittue compn'se4 tho costs by the Chln'ty iti the delivery of its oc¢iYitie8 Aervi¢e8 foi it8 beneficiari¢8. It illclud¢8 both costs that edn be allocated diT¢¢Uy to aaiviiits and th05¢ ¢¢)sts of an indirect nthth necessgry to support ther Govertt4ttce to¥ts Govemouc4 costs InChe ¢osts of the prepthition knd examinaiion ofthe staiutory 8cwunts, the co8t8 of trusiée meetiD89 the co$t of any log418dvi¢¢ to trus¢¢¢y on governance or constity¢iong1 miners. TaKAtIo Tho company is # Mwsteml charity and ia, therefoR. exwt from taxatioo. Borrowln tDlerest.bearing rron$ 4r¢ initially re¢oTded at fair value, net of trartgaction Co8 1fttwt-bi0g borrowryn8s ate subs4uently carried at 8mortia¢d co81 with the diffcrcncc between the Pr(¢¢d$. of traDsa¢tion com And ¢hc amouni thie ot) redemption bein8 reco8niwl as o ch8Tg¢ LO the Ststcm¢nt of Financia] A¢tsvi¢ies over thc pcriod of the rel¢mi borrowifts. lot¢r¢s¢ ¢xp¢ns¢ is recognis¢d on the basis of the effectiv¢ Intere and is included in tt)ternstp8yable attd simi14r char8es. Bortowings are classified u eurrent liabilitses unl#8 the clwi¢y att utsconditional ri1 to defcr sr¢tlemont of the liability for at leost tw¢lv¢ months th the r¢porting date. Provlsffions Provisions Are recognised when the chaTiLy has All obtigatioD It the reportingd&t¢ a5 8 rcsuli o(4 past ¢v¢n¢ it is probablc that the ¢hArity will b¢ r¢quired to settle that obli881ion and a reliablc ¢5titDale can be llde of the Inhount of th¢ obligation. Fund structure Uore8t(i¢t¢d funds are gctkrnl fi]nds thAt are available for ug¢ at th¢ Tn]steeB' dt%retioo in furthet4nce of the objectives olthe ¢knity. Restricted fillS are the donated for use inA prti¢ulararea or fora 8pe¢ifie purw. the le of *thich 18 restrActed to that ar¢& or purpo8e. Further dctsi]s of each fi]nd 4re di105¢d io rffrte 17.

NeTrv Forest Citizens Advice Bureau known as Cltizens Advice New Forest Notes to the Financial Statements for tbe Year Ended 31 March 2021 3 Incorne from donatiotti alld legacles UrerICted rKnds Total 2011 Tot 2020 Gellernl Doll108 Attd le81¢8. Donatioos from tsidividuai8 Qrllnts, including capital &rallts; Cjovernmeni wants Or8nts from oth¢r ¢h8riiie8 5,993 293 6,286 6,993 276,786 276,786 24,316 249.540 24,316 282,779 307.388 264,883 4 Income from tbarltable A¢tlvitl Unr¢•trl¢tsd fuDd$ Rr4trl¢t¢41 f•nth Totil 2011 TotAI 2020 Gener1 7,658 13.435 129,497 5 Ineon from tstber trdlD8 *dlvltt Unrejtrlcted rMnd¥ Totsl 2021 TotAI 2020 Gther Local furtdrai51rt8 Other irKorne fmm other tradiog a¢tivitie8 379 650 1¢ loo loo 1.029

New Forest CilizeDs Adwlce Bureau known as Cltizeng Advice New Forext Notes to the Flnancial Statements for the Year Ended 31 March 2021 UnrTJtrA¢trd Totgl 2021 T•tal 2020 C¢nerAI [atsr1 receivable urtd similar inconK' Inter&gt r¢¢¢ivabl¢ on bADk dtp)sits 2,074 7 EXPenlUre tlwhable tllvltle$ A¢VItY support ¢wts Total 2121 Total 2020 Advice 8ivin8 283.112 346 283.112 39 £158.RI I {2020- £195,489) of the above eXLIre attribu¢ablo to utirestri¢ted aod £124,301 (2020- £151,050) to restric1 fiJnds. .8 AllAlyJlJ of¥ov¢rnanc¢ 3nd suppvrt Support ¢0sts allocated to ehiritsble rdvltl¢s Preml Other Admlty includln¥ iuppvrt ¢f•Sts depreelAtlon ¢oits Governall¢e Fln•Aee Comput¢r Stlt eoyts ¢oJls Tot 2021 Tot#l 2020 Advice 8lvin8 2.526 69 26J? 0 182.218 34,706 33.607 3,766 283,112 346 539 g TrxJte¢s rmuneratloD and expeD ND tnLSteos. nor any peT50ns coDnerted with them, twve r¢c¢ived [etllwOtt from th¢ djarity duritt8 tho ye4r. Duriog the year no trustee rrimbursc4 expenses. No tru8t¢eg have T¢¢efftYed any other benefits from the cljatity the y¢ar.

New Forest Citizens Advlce Bureau IOwn as Cltittlls Advice New Forest Notes to the Finan¢ial Ststements for the Year Ended 31 Mar¢h 2021 10 St#ff The 48gre8ate payroll ¢ts wrre as follows: 2021 2020 St4ff ¢oi¢i dnrtnE the Y were: WageJ saiArie4 Social 8¢curity costs Pen5iDll costs Other Btaff costs 162,067 6.698 7,392 6,061 182218 174.06l 8.766 9,931 17,047 209,805 The monthly aY¢rage oumbei of persoD5 (incIlD8 seoior tewn) employed by the cknrity during the yeg expressed Bs fvll timc CqUiY81s was follows: 2021 No 2020 No Mgll•8¢ri81 Service delivery No employee received ettholum¢llty of £60.IJXI duriti8 the year. The totBI ¢n]Y¢¢ benefits of the key llwM8emeDi PCjnn¢l of th¢ Clty were £34,593 (2020- £339151. The chiefofficer, ag the hi8kncsi ptiid trternkn of 8kntY. r1Ved benefTts totalling £34.593 {2020- £33,915). 11 Indep¢nd¢nt ¢iamln¢r'i r¢mu•erntlo 2021 2010 Ex10 of the fujaneial sta*m 2260

New Forest Cltlzens Advice Bureau known as Citizens Advice New Forest 1¥4otes to tbe FIllclaI Statements (or the Year Ended 31 Mrch 2021 12 TaiAtion The ¢h&rity is a re8iStered ¢harity and is theref(e exempt fromtaxotioJL 13 Debtors 2021 202Q PwiNyment8 Accru ineome Other debtors 4.198 10,855 6,104 11,309 3,040 20,453 14 Credllors: urtounts fAiIID¥ du¢ Trlthln One ymr 2021 2020 Other taXAtion aDd so¢i81 Bllrity Oth¢r creditors Accruols D¢£erred income 2,691 42,949 9,085 2,854 4.776 9.501 206.550 54,725 223.681 IS Prov10$ DpIdtio4 Ttbtsl At l April 2020 Uiilised during Lle peri credit to the stat¢m¢nt of reco8ni5cd 8oins 8nd10&8ea 25.000 (1,965) 1,819 146 25,0 (1,9651 1,819 146 At 31 Mar¢h 2021 25,000 25,000 Th¢ dilapid8tioDprovision 18 rwosttised itl order to LeratIonS tct lewd ptemwy a¢ the elld of the lease t¢rm.

New Foresl Citizens Advlee Bureau known As Citizens Advlce New Forest Notes to the Finnci41 Statements for the Year Ended 31 March 2021 16 ConulllimAti Other firt1rttl ¢ommltDwThts Lew cotntnitsnJts The totsi Amount of other fullnctal commitmeDts not provided in th• fitiaticid statemats was £84,810 (2020. £113.030). Bre4kdowrt of abov¢: Due With l y¢Ar'. £21,381 (2020- £30.983) Due betwcen I to S y¢arn.' £55,698 {2020- £61.062) Due beyond 5 yEar8'. £7.731 (2020- £20,985)

New Foresl Citlzens Advfice Bllrea klloTrvll 95 Citizens Advlee Lyew Forest Notes to the Flnanclai Ststemenls for the Year Ended 31 MAr¢h 2021 17 Fux Baiante at I Aprll 2020 Re50urcts BAlan¢e at 31 MAr¢h 2021 Tranife UnreJtrl¢ted fun GeAeMI UTwcstri¢ted lttcome Futtd 177.040 266.468 {136.106) 4.183 311.585 Deslgnatéd H¢8lthw8tch Ener8y Advice FrojK¢ CAST Latalyst ProgratTrllne Clrani Covid-19 Rcsportse Nal Lottery 2,1) 7,109 5(Kl {4238) (4,253) 2.138 (2,8561 (5001 (2fKII 586 (4.8tXI) 9.414) 10,0 24.709 22,705) Total UTrrutrl¢tsd tsndj 177,040 291,177 1158,811 2.179 311,5¥3 R¥itrlcted fuJL Ma¢millan BEIS Rcslerative Ju8llCO Hyih¢ Allutm¢ntJ Hatc Crijne Project Elonie & Well Ringwood Cffant Help to Claim Urtlvets Credit MA8DAP New Milton Move lolp To CIAirn Phone & W¢bch8t Community Advice Ctr Totton Sovcrei MXPS IrttirriDg Wave 105 Ringw(K4J Food Grant 11.168) 32,297 10.004 600 {28,3411 (9,7321 2,788 (272) 600 154 (154) (90) 1.050 (919) 519 83 (5191 17.477 42,107 (17.560) (45,883) (3.776) 15 (15) 1.695 1.3(J) 4.177 9,971 (10.340) (l71) (240 (8,466) (560) 2.083 1,320 (1,129) 8,931 6,163 14.629 560 2,176 Totsl rntrlet hrtds 124.301 2.179 18,339 TgtAi funds 183.815 429321 283,112 329,924

New Forest Citizen8 Advice Bureau knoivn fis Citizens Advt¢e Iyew Forest Noles to the FInancI Statements for tbe Year Ended 31 March 2021 BAl#nce at I April 2019 Incomlng resottrtes Rtsourees eAp¢nded B#lAn¢¢ gt 3] M#rch 2020 Trxwf¢r• Unrtjtrlded Genernl Unrestricted Income Fu1 82,405 259,615 (188,379) 23.39) 177.040 DeslgMat¢d Energy Best Dcai HeaithwAkb F,ncrgy Saving Week H8t¢ Crime Project Fmer8y Advice Proj¢a Restorntive JIl¢e 21,504 9Jth) 377 2.853 (21,S04) (10252) (3771 (2.8531 (4,459) 6) 40.043 (1248) IOJ21 (5,862) 3(K) 34,534 Totxl yDr¢itrkied full 116939 195 489 16,646 177.040 Rtitrlcted fundi Ma¢millu Ilythe Allotmej Co op IT I]rant Rin8wood (irant Hclp to CIEim Universal Creoii 5,430 2.5 1667 519 (328) (356) 2,S(Kl 22,598 (29,196) (2,346) (2,667) (1,168) 154 519 83 29.328 51.364 (28,917) (64,1891 (2,5(M)I {4.IKKI) 15 (9,665) 13,181 Barkcr-mills Totton gwi¢ '['¢8 (irattt Ncw Milton MoY¢ LymiD8ton Mov¢ Help I'o Claiti) Photte & Webchai Cot]]munity Advic¢ Ctr Totton Soyereigtt 15 62(1 3,465 8.007 1,750 (6J12) (450) 823 1,695 1,31)0 4,177 Total restri¢tEd fun 15,932 125,247 151.050 1fj,646 6,775 Totsl funds 132.871 397.483 (346,539 183.815

New Forest Citizens Advlce Bure& klloivn as Cfid%ens Advice hew Forest 1Sotes to the Ffinan¢ial Ststements for the Year Ended 31 Mar¢h 2021 The Splfi¢ purp08¢8 for which the fidI are to be gpplied are al followE.' hlacmillan. Relates to ll spwific project 8¢¢ up bctwcfL citly Adviee HAmpshiw M¥D)illan ca Suptth to provide advi¢¢ 10 m¢¢t th¢ n¢¢ds of those a£Yccted by caDceT. Hytbe AllOtllts . Relates to graot for reburfoisbMts of Hyth¢ office and of rr illfta8ttwtttre. Co op rr Grant. Relat•8 to I1p1a8 with th¢ $18 ¢tf vIti8 froth tljc Now Milton offl¢x to new pr¢rai, gpecific&Uy to the pw¢ha8e of n¢w Pcs. Ringwood Grani. Grallts received w cover all costs wific to th¢ T¢loClOn in NovembEr 2018 of th¢ Ringwood tsffice to tho Ringw(K)d Library. Heip to Claim UtiiversRI CT¢dit- 12 pYoj¢ct t NouonAI Citizena Advirx aod the DWP to h¢ cents with Univ¢rBai Crodil online applicauotss Ind otTer sup11 uo¢i] first pa)In¢nt& ASDAP (Money Advice SeryÉc¢ Debi Advice PToje¢t) - Pwoj¢ct b¢¢Tr*en NatioDBL Citizen8 Advice tht Money and P¢n5iOllJ Service lo help cliettts with d¢bi adviR. Bker-Mill Totton 8rant- R¢l8tes 10 grAQt for of Ir Infrastn atToltoa Tesco Gtsnt- Grant For pwrh4se oflAp1 to wpport ouuwh irtthe Wathid¢ are

New Forest CAtizens Advlee Burelu known As Cltlzem Advice Forest Notes to the FInancI Statements for Ibe Year Euded 31 March 2021 18 AngIysls of Det qjjets betwttn Utrkted f#th Rttri¢t¢d runds Getherni Total funds 372,088 (37.507) 25,IX)O 35,557 (17218) 409,649 (54,725) 25.0(Ml Current liAbilitie8 Provisions Total net as8 309,581 18,339 329 924 Unre8trkted Totsl fllllds it 31 March 2020 Rtltrleted dj Gellerl Dt4lRllted Currcnt a&gets Current liabiliti¢8 CroditorB OV I yogr Provisions 385,676 (17,131) (20A550) 25,th)) 40.045 6,775 432,496 (206,5501 25,000 Total net 40,045 183,81S 19 Rel•t¢d party tr4niA¢¢Ioll8 There were no related party traJ]wtiow in the yw.