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2021-03-31-accounts

2021 Annual Report citizens advice Maldon and District

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Aims and Principles

Thanks to our funders and supporters

We aim to:

Council for financial support and accommodation

Council for financial support National Lottery Community Fund

Burnham Town Council

Essex Community Foundation

Fund,

Our Principles

Charity of William John Cook

All clients and supporters who have been generous in making donations

Tim Steele of Palmers Solicitors for providing free monthly surgeries for our clients

Maldon & District Citizens Advice has been giving advice to local residents since 1985 as a member of the national organisation of Citizens Advice. Maldon & District Citizens Advice is a registered charity and relies on trained volunteers to provide vital services to our community, helping people resolve problems affecting all areas of their lives.

West Maldon Community Centre

Catherine Garrett for design and publicity services

You can us help by . . .

Chair of Trustees Report

community and we are greatly appreciative of their continued support.

After the most challenging of years we are standing at a watershed moment as, due to the benefits of the vaccine programme and the release of

I would like to recognise the work of our volunteers and staff and our Chief Officer, Lucy Bettley through the 18 months and counting of the covid period. Our team is mainly comprised of volunteers and has shown immense commitment and flexibility to maintain our service to our clients on a working from home basis with all that entails in learning new IT skills and working on a more independent footing away from the supportive environment of the office. We made a commitment to resume a face to face service in Maldon and in our Outreach Centres in Burnham and Southminster as soon as practically possible and I am pleased to say that we have been able to operate from each location for some months, albeit on a restricted and “covid aware” basis. This is an important facet of our service as we are acutely conscious that a proportion of our clients simply can’t access our services digitally or by telephone.

restrictions, we cautiously emerge into a more normal life, albeit, at the time of writing infection levels continue to rise. Looking forwards, we anticipate a greater demand for our services as

Government restrictions on debt collection and evictions are removed whilst the ending of the furlough scheme and additional support to Universal Credit combine to create additional challenges for many of our clients.

It is therefore immensely helpful to have received the continued support of Maldon District Council in a new three year contract (with the opportunity for a two year extension) for the delivery of advice telephone. services whilst at the same time we have successfully renewed our contract with the National Lottery to address poverty throughout the District including advisory services in debt, homelessness prevention, welfare benefits and Maldon District. financial capability. The renewal of these contracts demonstrates the confidence which our key funders have in our ability to serve our Philip Wakeling

Whilst the future continues to look relatively uncertain, with a strong team and the backing of our key funders we believe we are as ready as we can be to continue to serve our clients across the Maldon District.

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Chief Officer’s Report

Over the next pages, in subject reports, you will read of the fantastic work carried out by our staff and volunteers, achieving great, measureable, outcomes for clients such as homes kept and income gained, but there are also those which are harder to quantify. The client feedback we receive is heartwarming to read and gives a flavour of how people’s lives have been improved by being

work to do during the year and a purpose to each day of lockdown. It certainly made the restrictions easier to deal with. Unfortunately the necessary change in our service delivery meant that there were no volunteering opportunities for some of our team, such as those in reception or gateway assessment roles. Some will retrain and return to us when a full drop in service resumes but many will have found new volunteering activities or have family commitments. The suddenness of the change with the coming of lockdown and uncertainty of future arrangements meant that we have not celebrated the difference they made to clients lives and to the life of our charity in the way that we would have wished. I would like to take this opportunity to acknowledge their dedication and contribution.

listened to and supported by our advisers and the

“The Maldon kindness they have been office have shown, sometimes over a always gone the extra mile. I’m prolonged period. The quotes printed are impressed and representative of the many thankful.” comments made during the course of the year.

Training much needed new advisers and subject specialists was one of the most challenging aspects of remote working. Anne Cramphorn, our training supervisor, has done a wonderful job in bringing first-class advisers onto our team. You can read about David’s experience as a trainee later in the report.

and volunteers, feel very fortunate to have had

Lucy Bettley

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Advice Categories 17% - Universal Credit
Summary
20% - Other welfare benefits
Percentage of Issues by Maldon
8% - Debt
District Ward
12% - Housing 12%
14% - Employment
8% - Relationships and Family 10%
4% - Legal
8%
4% - Consumer
13% - All other 6%
4%
2%
0
Key Statistics
Clients 3,072
Althorne Burnham North Burnham South Great Totham Heybridge East Heybridge West Maldon East Maldon North Maldon South Maldon West Mayland Purleigh Southminster Tillingham Tollesbury Tolleshunt D’Arcy Woodham
Wickham Bishops &
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Clients 3,072
Advice Issue 9,656
Income Gained for Clients £2,018,895
Unmanageable debt written off for Clients £319,038
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* much of which will be spent in the Maldon District, supporting the local economy

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conditions applying to ‘furlough’ schemes. Most Employment employers got to grips with the new It almost goes without arrangements quickly which, in itself, was very saying that this was a impressive. However, it didn’t take too long for challenging year!! particular queries to surface - the ‘what ifs’ and Everything changed – ‘what abouts’! What rules apply if I work from except, it seemed, for the home? What happens if I am ill? What amount need for our services. am I going to be paid? May I work for someone else? Can I be made redundant? What happens In the world of work, there if I’m ‘shielding’? When can I take holiday leave? was huge disruption due to the And so on!

In the world of work, there was huge disruption due to the pandemic. Many employees were forced to stop work; some were obliged to adopt new ways of working; and many were given support through the Government’s ‘furlough’ schemes. People who were self employed (and who met certain conditions) were eligible to apply for government loans / grants.

There were times when we didn’t immediately have all the answers; but using resources from our own organisation and from various other professional bodies, we usually resolved the enquiries made, to the clients’ satisfaction at an early stage.

Unfortunately, there continued to be matters of dispute between employees and their employers which were not resolved by informal action – our preferred remedy.

All this meant that much of the existing rule book was chucked out of the window! The government acted quickly with new regulations and guidance being announced on almost a daily basis. This posed challenges for us; but it was impressive how our information systems coped with

Some cases resulted in hearings “I just want to at an Employment Tribunal; and say thank you so several others were resolved much. I was so upset. early by out of court If it hadn't have been settlements. However, it is for the help, I'm not sure what I would heartening to report that, have done.” invariably, in such situations, there were positive and deserving outcomes for our clients.

unprecedented demand and change.

Employment enquiries mainly focussed on the introduction and

company - now applied to all employees including Gerry. Irrespective of this, which was in itself arguable, pay in lieu of notice had to be calculated on full weekly pay arrangements – no question! We helped Gerry write a letter to the company - referencing the Employment Rights Act - to explain their misunderstanding. Ultimately, the company accepted our statement and Gerry was to receive his Statutory Notice Pay using his full weekly pay amount as the basis of calculation – approximately £5,000.

working/lay offs. Gerry objected (in writing) to this proposal; but his employer merely ignored his letter. At this time, a number of the workforce, including Gerry, were on ‘furlough’.

Case study

There were a number of challenging cases this year - some which involved Employment Tribunal claims. These took an appreciable amount of time to conclude. However, the experience of such cases has helped us to learn from and deal effectively with matters arising during this process.

During October 2020, the company asked if any staff would consider redundancy and Gerry expressed an interest. He was happy to be made redundant rather than continue on ‘furlough’ and appreciated the implications. The redundancy process then started.

The following case did not result in an ET claim; but concerns a client who was offered

Gerry had checked his expected Statutory Redundancy pay; and the sum based on his wages and years worked was around £7,000. A leaving date was agreed without any issues - 1[st] January 2021. Gerry, however, was concerned about his Statutory Notice pay and the way in which the employer had calculated it. The company agreed that 11 weeks pay in lieu of notice should be paid; but this was to be calculated by applying 2 weeks ‘furlough’ pay (80% of normal); 5 weeks full pay and 4 weeks under lay off arrangements (no pay). The employer stated that lay offs – as determined by the

redundancy by his employer. He was given misleading information and incorrect calculations by the company and, with our help, the case was resolved without recourse to formal legal proceedings.

Gerry contacted our office early in January 2021 stating that he had not received the payments due. Another letter was drafted for Gerry and within 3 days Gerry informed us that all the expected pay had now been received into his bank account.

Gerry was 59 years old and had been employed as a metal worker for a local company for 11 years. He was a conscientious worker who never had any performance issues. In September 2020, without consultation, his employer sent all staff a memo about the intention to add a clause to all employment contracts about short time

This case could easily have proceeded further with an Employment Tribunal claim but, with the issues being raised appropriately and formally at an early stage, Gerry received his redundancy dues without too much undue argument or bad feeling.

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Help to Claim

The outreach service at Burnham on Crouch Library stopped when Essex Libraries closed in line with Government guidance around COVID-19. The phased reopening of

The Maldon Citizens Advice Help to Claim Service provided a lifeline for people on a lowincome over the last 12 months and throughout the height of the Covid-19 pandemic. Working mainly from home, the HTC advisers assisted an increased number of clients with every step of making a Universal Credit application.

libraries since early July 2021 should allow us to be in a position to restart the outreach and once again deliver a service that is more accessible to people living in the south east of the district.

Maldon Help to Claim Clients 2020-2021 354 clients by webchat 118 clients by telephone 128 clients face to face

The Maldon Help to Claim Service will almost certainly have clients who will need help and support when the £20 a week uplift to Universal Credit is stopped by the government from October 2021. Similarly with the reintroduction of the ‘minimum income floor’ for self-employed claimants in August 2021.

The Help to Claim team of Emily Woloszczuk and Paul Street worked with clients at a time when many were feeling isolated and fearful of how they were going to manage as they either lost their jobs or were furloughed. For a significant number of clients it is simply a change of circumstances that triggers a Universal Credit claim.

A large number of our clients require additional help with issues such as debt, housing, immigration advice, disability, ill-health, and relationships. Our Help to Claim advisers frequently refer clients for specialist help internally as well as through the network of Citizens Advice services around the country. It is this network and the millions of people that Citizens Advice

Many clients need help with the application process whether it’s a telephone claim or online application. The Help to Claim service offers a vital helping hand to people who may have no experience of the benefits system and are sometimes overwhelmed by it.

helps every year that gives it a unique insight into the issues clients are facing.

Warm Homes Project

Nationally, the Help to Claim Service has helped hundreds of thousands of people claim Universal Credit. It is estimated that 250,000 people may use the service in 2022-2023. The future of the Citizens Advice run service is uncertain since the DWP started a tendering process in May this year, with a view to implementing any new arrangements for running the Help to Claim Service from the 1st April 2022 (for an initial period of 12-months.)

The warm homes project is funded by Affordable Warm Solutions, National Grid. It works across Essex to help clients in fuel poverty by providing individual advice for grants, benefits and other people who are most affected outcomes to the value of including older people, those with medical conditions and £120,291. families with young children. Also, during the pandemic, we have been able to access Two advisers have successfully emergency fuel payments for attained the City and Guilds qualification in Energy Advice. vulnerable clients who were unable to afford to top up their We help clients maximize their prepayment meter and income, help with fuel debt, provided over £2,500 for energy saving around the home, energy tariffs and grants clients in the Maldon District. for energy saving For further information improvements. In the first year about the project or energy the project, we assisted 123 advice see our website clients in the Maldon District warmhomesessex.org.uk or and provided them with call 0300 3033 789.

Also, during the pandemic, we have been able to access emergency fuel payments for vulnerable clients who were unable to afford to top up their prepayment meter and provided over £2,500 for clients in the Maldon District.

This report of Maldon “Great Citizens Advice support,positive Help to Claim result, could not Service would not have completed be complete if we form myself” failed to acknowledge the important contribution of volunteer advisers and supervisors working behind the scenes to make the service a success for clients. It is very much a team effort.

For further information about the project or energy advice see our website warmhomesessex.org.uk or call 0300 3033 789.

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Outreach Services

Our weekly Outreach surgeries in Southminster and Burnham were closed during the Covid lockdowns but, when needed, advisers drove around the district picking up forms and then completing them in conversation with the client over the phone.

Southminster Outreach reopened in September and client numbers increased gradually back to normal levels as people became more confident about coming out to see us socially distanced,

deliveries continued until the Outreach restarted in late April 2021.

Burnham Outreach reopened in July 2021 moving to the Baptist Church in Station Road with its two advisers.

with the adviser sitting behind a Perspex screen. Sadly the Outreach had to close again in December but document pick-ups and

Save for occasional socially distanced chat at front “Friendly and doors when collecting compassionate documents, home visits were curtailed support. They throughly looked into my situation throughout the Covid and offered further support pandemic but restarted if I needed it. So thankful at the beginning of May to them all at the 2021 with added Covid Maldon offices.” protocols being followed to keep both clients and the adviser safe.

Help given at Outreach included:

Miss A, who is unable to read or write, had reached retirement age. She needed help to apply for her state pension, make a new online application for pension credit, notify the council of her change of circumstance (who will only “The help I accept a written form or notification via their online received was system) and apply for a bus pass. Miss A had also EXCELLENT. received a letter about her Personal Independence MANY THANX” Payment following a revision that had wrongly taken away the mobility part of her award. A mandatory reconsideration request was written on her behalf and the award

Mr C, who has learning difficulties and is in receipt of benefits, came to Outreach with his support worker. His mother had died and he was now her personal representative, responsible for managing the probate process before an amount of £10,000 could be released to him. The steps for obtaining a grant of representation were explained: obtain a death certificate, complete the Inheritance Tax form (IHT205), apply for probate (form PA1A) and complete form EX160A for a remission of fees. A follow up email was sent to confirm the advice and Mr C was also advised that when he inherits the money he should notify relevant benefit agencies as his means-tested benefits may be reduced.

was reinstated.

Miss A’s usual support network of family had fallen away during the pandemic so she now texts us photos of any letters she receives which are of concern to her and we call her to explain what they say.

Mr B had never been unemployed and was uncertain what to do regarding how to look for jobs, benefit entitlements and how to deal with modern life without any computer literacy: all free face-to-face computer familiarity courses had stopped during the pandemic. An online application for Jobseekers Allowance was made and his CV formatted and typed up, with multiple copies sent to him to distribute to potential employers.

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Housing & Homelessness Prevention

them and their families, whilst also ensuring they understand their legal rights and options.

Our specialist adviser works with clients with a wide variety of housing issues – from tenants who need help resolving issues with their landlord (e.g. repairs, rent increases), to those who are falling behind with their rent or are already facing eviction from their properties (typically either for rent arrears and/or anti-social behaviour). We try and work with landlords (both private and housing associations) and the local authority’s housing team to help solve our clients’ problems – our aim is generally to ensure that they have access to settled, suitable housing that they can realistically afford whilst minimising disruption for

We also help those who are already homeless – either sleeping rough or “sofa-surfing” – helping them identify the best route of securing suitable housing given their circumstances, including advising on homelessness applications.

Clients who come to us with housing issues often face problems in other areas – such as problems with benefits or debts and we always seek to work with them to solve all their issues rather than just considering their housing situation in isolation.

The pandemic has proved to be challenging for many of our clients, and we have seen increasing amounts of housing debt as incomes have been affected. Whilst the various measures to help protect tenants from eviction have helped many at least delay the process, we are now beginning to see an increase the number of cases going through the courts. The delays to the eviction process have also proven to be something of a double-edged sword as we have seen private landlords increasingly careful about who they let their properties to – insisting on additional credit and income checks and often requiring a personal guarantor – and this has made it more difficult for many of our clients to secure suitable accommodation in the private sector.

Debt

Katherine is a single parent with 2 children under the age of 5, with a starter tenancy in a housing association property. Following complaints, from one neighbour in particular, Katherine received an eviction notice for anti-social behaviour. She felt strongly that the complaints, which resulted from an ongoing feud with this neighbour, were unfounded. Further, eviction for anti-social behaviour would have left Katherine in a very difficult position in terms of being re-housed as she may well have been deemed to have made herself intentionally homeless.

During the Coronavirus lockdown the risk of people falling into debt during these times of uncertainty has been recognised as an area that required more funding and Government support. People unexpectedly lost jobs, their working hours were reduced, or they were unable to work due to child care issues. There has been new funding for trainee Debt

We worked with Katherine to identify a number of areas where the Housing Association had not followed their own Anti-Social Behaviour Policy and helped her write a formal appeal letter. As a result a review was granted and we attended the meeting, helping her produce evidence that cast doubt on a number of the complaints. As a result the review panel found in Katherine’s favour, the eviction was not pursued and the panel recommended that Katherine be granted a full tenancy.

Advisors from the Money and Pension Service (MaPs) to ensure people can get the right help when they need it. The Government has also put various schemes in place. Furlough, the SIESS scheme and a government ban on repossessions for both rented and mortgaged properties to name a few. The enforcement of orders and warrants were also banned until the end of May 2021. In May, a new Government Scheme was introduced called Breathing Space.

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Very often our clients in debt leave it to the last minute to get help. The reasons for this can be complex. However, by this time, creditors are already taking action, and the threat of a client losing their home, possessions, and vital services, becomes a reality. This is where we expect ‘Breathing Space’ will be a lifeline. As a debt advisor, the Breathing Space scheme gives us the option to pause enforcement of qualifying debts for 60 days while we work with our client to find a strategy to help them deal with their debts.

another job due to “I really don’t know childcare places what I would have done being unavailable without citizens advice. The during lockdown. person helping me was brilliant we To make communicated through the process matters worse so far I know I can phone him for Emma was now advice or reassurance I cannot praise caught in the service enough I have recommended benefit cap, service to others.informed them of meaning that her exceptional help and advice I benefits were received. Thank you so much capped at certain citizen’s advice.” level and she was now unable to afford her rent or other ongoing financial commitments. Fortunately Emma contacted Citizens Advice early on and we were able to advise her to apply for a discretionary housing payment to cover her rent, so that she would not lose her home when the ban on repossessions ended. As we got nearer to the time where the courts reopened, we also applied for to the Breathing Space scheme to ensure that no court action would be taken while we helped Emma with a strategy to deal with her other debts, including her water debts. We gave her ideas on how to maximise her income and reduce her expenditure. It was important for Emma to seek help as soon as she realised her debts and living costs were unmanageable, as it gave her the chance of a much better outcome.

Recently we have used the Breathing Space Scheme to help our clients pause bailiff action while they work out what they can afford to repay towards their debts, and we have advised our clients on how to apply to the scheme to help them stay in their home while we assist them with a benefit claim or query.

Emma initially came to see us about her water debts. Emma, a single parent to three children, had recently lost her job during coronavirus, and

Research and Campaigns

found, the rise in the number of payment method providers within recent times may mean problems, such as increased debt, may yet manifest and we will continue to monitor the situation. The research into internet usage and the barriers people face produced interesting results. Although everywhere within our district has some form of internet connection, there is significant disparity between speeds available, and the costs involved in providing a reliable connection can be difficult for some clients to manage. Some clients also said they felt their IT skills were lacking. There are several free resources within the area, to help people with both their skills and confidence, and these will be highlighted to clients in future.

ways of working over the last 18 months, our research and campaigns have taken a slightly different approach to normal practices. Instead of identifying and campaigning against unfair practices within the wider community, we have taken a closer look at how Maldon and District Citizens Advice has been best able to help our clients during these difficult times.

Having successfully changed our working practices to provide a service which allowed our advisers to work from home, we began to look at whether we were providing the best possible service to the more vulnerable and those with less access to IT. This helped to shape our return to the office to provide face-to-face interviews by appointment.

We continue to place short articles about subjects such as debt, universal credit and redundancy, in magazines circulated within the district.

We then began to look at access to IT within the wider community as well as the impact of the rise in electronic payment methods caused by the COVID pandemic. Although no

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Volunteering at Citizens Advice

Phone down, now comes the research and picking of the brains of those more experienced. Then with the shape of your advice formed and signed off by the “The lady that contacted me was supervisor, you can very helpful and kind go back to the client. and really wanted Suddenly it is not to help me. This daunting, but instead service is a gem.” there is a great feeling of helping someone out in their moment of need. As your knowledge and experience grows instead of being daunted you have feelings of anticipation and interest.

‘Have you though t about volunteering for Citizens Advice?’ my wife suggested, worried that too much time at home might lead to a bulging waist-line and terminal boredom. It just happened to be a brilliant suggestion and led me in an unexpected but highly rewarding direction. Following a taster face to face meeting observing an advisor in action, Covid meant that it was ‘Learn From Home’! After comprehensive and thorough training it was time to go live on the phone.

Where a ‘thank you’ and gratitude might be a rarity in many workplaces, it is the everyday currency of working at Citizens Advice. Being an advisor is a privileged position where you gain the

Talking to clients seems initially daunting, but what you know is that you have the support and incredible knowledge base of the supervisors and specialists at the bureau. There is also the cavernous Citizens Advice database. The feeling of vertigo when talking about some topics with clients is relieved by the knowledge that there is always someone who knows more than you to ask. Your role is to put the client at ease, obtain all the facts and hopefully ask all the right questions.

their lives in order that you can seek to help them by providing guidance and advice. Going to work is energising as you never quite know what you are going to encounter when picking up the phone or when in a meeting, as thankfully we are now seeing clients in person again. The variety of cases even within one day can be extraordinary. Some cases can be straight forward but there are those that are harrowing but even here offering comfort and advice can improve a client’s position and outlook. What amazes me is how helpful people from other agencies are when you reach out, the name of Citizens Advice carries great respect and makes me feel a part of a network of

advisors at Citizens Advice. There is time for a chat and the out of office activities are good fun.

support for those in need. At the end of the day you can leave with a skip “I made contact in your step, given with the Citizens Advice a sense of Bureau through an information having made a advert in the Althorne News. I am difference in my 70's and not familiar with and technique communication. The lady contributed who answered my telephone call was to making the patient and understanding she used world a technology to help me solve a serious better place, problem with my bank in France. albeit in a very I am very thankful for the small way. help that I received.” A further reason for enjoying going to the

So my wife’s suggestion has helped to provide me with a greater sense of purpose, the ability to help people in need, a sense of being valued, wider interaction with society and a colligate and fun work environment. I cannot thank her enough!

Maldon and District Interested in volunteering with Citizens Advice? Everyone has a skill.... Whats yours?

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“Amazing staff at Maldon branch, so very helpful and friendly. Thanks”

Chief Officer Lucy Bettley

Advice Service Manager Fiona Nelmes

Outreach Workers

Fiona Nelmes Derek Hall

Debt Caseworker Jenny Phillips Caroline Halfacre

Benefits Caseworker Justine Southgate Phil Watkins

Trainee

Debt Adviser Irene Chapman Karl Davies Jennifer Nyman-Hansen Paul Dellar Help to Claim Sheri Dines Emily Woloszczuk Michelle Gill Paul Street Marc Griggs Volunteer Research David Guest and Campaigns Alan Hale co-ordinator Amy Hall Sally Babbage Martyn Hodges Volunteer Paul John Administrator Sarah Lornie Lorraine McHale Jill McNulty Volunteer Advisers Judy Norton Diana Adams Catriona Potter Geoff Bull Lynne Pursell Terry Canty Carole Taylor Janet Carden Emily Woloszczuk

Debt Adviser Jennifer Nyman-Hansen

Training Supervisor Anne Cramphorn

Help to Claim Emily Woloszczuk Paul Street

Homelessness Prevention Specialist Paul Dellar

“During the past 5 or 6 years in which on several occasions I have used the service of 'The Maldon Citizens Advise'; I found their dedication commitment and perseverance outstanding to the 'nth degree'. For which I will be eternally grateful - Thank you!.”

Project and Debt Advice Manager Justine Southgate

Advice Session Supervisor Sarah Lornie Justine Southgate Sally Babbage Financial Capability Worker Judy Norton

Here to help

Legal and Administrative Information

Contact us at:

In Person

Trustees

Maldon

Philip Wakeling (Chair) Peter Dollery (Treasurer) Peter Boddam-Whetham Deborah Fraser Chris Thurston Valerie Stealey Robert Ferne

Monday to Friday 10.00am - 4.00pm

Burnham-on-Crouch

Baptist Church Hall, Station Road Burnham-on-Crouch, CM0 8HJ Every Thursday, 10.00am - 1.00pm

Independent Examiners Pocknells LLP, Henry Brake House, 46 Hullbridge Road, South Woodham Ferrers, CM3 5NG

Southminster

The Library, Queenborough Road, Southminster, CM0 7AD Every Tuesday, 9.30am - 12.00 noon

Telephone: 01621 875774

Bankers HSBC 72 High Street Maldon CM9 5ET Charity No. 1141869 Company No. 7582667

Email: bureau@maldoncab.cabnet.org.uk Website: citizensadvice.org.uk/maldon-district Twitter: @MaldonCAB

AmazonSmile is operated by and has the same products, prices, and shopping features as Amazon.com. The difference is when you shop on AmazonSmile 0.5% of the purchase price of eligible products are donated to the charitable organisation of your choice. Simply go to smile.amazon.com and select Maldon And District Citizens Advice Bureau . You may also want to add a bookmark to smile.amazon.com to make it even easier to return and start your shopping at AmazonSmile every time.

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Authorised and Regulated by the Financial Conduct Authority: FRN 617658

REPORT OF THE TRUSTEES FOR THE YEAR ENDED 31 MARCH 2021

MALDON AND DISTRICT CITIZENS ADVICE BUREAU

_________________

REPORT OF THE TRUSTEES AND FINANCIAL STATEMENTS

FOR THE YEAR ENDED 31 MARCH 2021

MALDON AND DISTRICT CITIZENS ADVICE BUREAU

REGISTERED COMPANY NUMBER: 07582667 (England and Wales) REGISTERED CHARITY NUMBER: 1141869

Maldon & District Citizens Advice Bureau

CONTENTS OF THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2021

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Report of the Directors & Trustees : 3-7
Independent Examiners Report : 8
Balance Sheet and Statement of Financial Activities : 9
Notes to the Accounts : 11-13
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Maldon & District Citizens Advice Bureau

REPORT OF THE DIRECTORS AND TRUSTEES

The Trustees (who are also the Directors for the purpose of Company Law) have pleasure in presenting their annual report and the inspected financial statements for the year ended 31 March 2021. The trustees have adopted the provisions of the Statement of Recommended Practice (SORP) “Accounting and Reporting by Charities” (FRS 102) in preparing the annual report and financial statements of the charity.

REFERENCE AND ADMINISTRATIVE DETAILS

Charity Name: Maldon and District Citizens Advice Bureau Charity Registration: 1141869 Company Registration: 07582667 Registered Office: Council Offices, Princes Road, Maldon, CM9 5DL Chief Officer: Mrs Lucy Bettley

TRUSTEES

Philip Wakeling Chair Peter Dollery Treasurer & Company Secretary. Peter Boddam-Whetham Deborah Fraser Dr Christina Thurston Dr Valerie Stealey Robert Ferne

PRINCIPAL BANKERS: HSBC Bank plc
72 High St.
Maldon
CM9 5ET
INDEPENDENT EXAMINERS Pocknells LLP
Henry Brake House,
46 Hullbridge Road,
South Woodham Ferrers,
CM3 5NG

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Maldon & District Citizens Advice Bureau

STRUCTURE, GOVERNANCE AND MANAGEMENT

Governing Document

Maldon and District Citizens Advice Bureau (“the Bureau”) is a registered charity and a company limited by guarantee. Maldon and District Citizens Advice Bureau is also known and referred to as Maldon Citizens Advice. The maximum liability of each member is limited to £1. At 31 March 2021 the company had ten members. Maldon and District Citizens Advice Bureau is governed by its Memorandum and Articles of Association.

Maldon and District Citizens Advice Bureau was incorporated as a company limited by guarantee on the 29 March 2011. The charity commenced operations on the 1 October 2011 at which date the assets and liabilities of the unincorporated Maldon and District Citizens Advice Bureau were acquired.

Recruitment, Appointment of Trustees

Trustees, who are also Directors of the Company, are elected from the local community and must either reside or work in Essex. Trustees can be co-opted to the board and are elected by the members at the following Annual General Meeting. Trustees can also be elected to the Board purely at an Annual General Meeting. Trustees have to be members of the Charity prior to becoming Trustees. A separate process agreed by the Trustee Board is followed for the election of the Chair. The Reference and Administrative Details above identifies the constituencies that elected each of the current trustees. No other persons or bodies external to the charity were entitled to appoint persons to the Trustee Board.

Organizational Structure and Management

Maldon Citizens Advice Bureau is governed by its Trustee Board which is responsible for setting the strategic direction of the organization and the policy of the charity. The Trustees carry the ultimate responsibility for the conduct of the Bureau and for ensuring that the charity satisfies its legal and contractual obligations. Trustees meet as a minimum quarterly and delegate the day-to-day operation of the organization to senior management. The Trustee Board is independent from management.

The Board met six times during the financial year. In addition, there were meetings of subcommittees as and when required. All decisions of the Executive Sub Committee are subject to ratification by the Board. The powers of other sub committees are restricted to making recommendations unless prior approval is given for a specific task.

Day to day management decisions were delegated to the Chief Officer as detailed in the Bureau Manual. This has clearly defined overall responsibility for the Bureau. The Charity is a Member of the National Association of Citizens Advice Bureau.

In pursuing its charitable objectives, the Charity co-operates with the following organizations:

Maldon District Council Essex County Council Burnham on Crouch Town Council Parish Councils Maldon & District Community Voluntary Service Jobcentre Plus (DWP) Citizens Advice Essex Reaching Communities Fund of the Big Lottery Help to Claim (DWP) Affordable Warmth Solutions (National Grid) MaPS (Money and Pensions Service)

Essex and National Citizens Advice as part of our delivery of national and Countywide CA contracts

Related Parties

Maldon Citizens Advice Bureau is a member of Citizens Advice, the operating name of the National Association of Citizens Advice Bureaux, which provides a framework for standards of advice and casework management as well as monitoring progress against these standards. Operating policies are independently determined by the Trustee Board of the Bureau in order to fulfill its charitable objects and comply with the national membership requirements.

Citizens Advice is in receipt of funding from The Department for Work and Pensions (DWP) for the provision of Universal Credit Support: Help to Claim.

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Maldon & District Citizens Advice Bureau

Major risks

The Bureau has an agreed risk management strategy and risk register. The Trustees recognise that any major risks to which the charity is exposed need to be reviewed and systems put in place to mitigate those risks. To that end the Bureau is continually monitoring and managing its risk, reviewing the corporate risk register and ensuring action plans are in place to mitigate its key risks.

Included in external risks is that of the loss of funding. The effects of this have been minimised by the procedures in place, which have resulted in funding being secured from a variety of sources. The charity continues to seek to diversify its funding sources. Internal risks are minimised by the implementation of procedures for authorisation of all transactions and projects and to ensure consistent quality of delivery for all operational aspects of the charitable company. These procedures are periodically reviewed to ensure that they still meet the needs of the charity.

OBJECTIVES AND ACTIVITIES

Objects

The charity’s objectives are to promote any charitable purpose for the benefit of the community in the area defined by the District of Maldon and surrounding areas, by the advancement of education, the protection and preservation of health and the relief of poverty, sickness and distress. This has been achieved by the provision to the public of free, confidential, impartial advice, information, signposting and assistance with negotiations.

Public Benefit Required

The Trustees have paid due regard to the Charity Commission's guidance on public benefit in deciding the activities undertaken by the local Citizens Advice during the year. The Trustees are satisfied that the information provided in the report and accounts meets the public benefit reporting requirements.

ACHIEVEMENTS AND PERFORMANCE

Charitable Activities

A full account of the activities of the Bureau is given in the Annual Review which is published separately. Details of the contribution made by volunteers are provided in that report. Meanwhile, as most readers will be aware it suffices to comment that Volunteer Advisers are the core of the CA service and without their dedication and commitment to quality, the free advice service provided in the Maldon District would cease to continue.

Fundraising Activities

The Charity continued to submit bids for alternative sources of funding as in addition to that provided by Maldon District Council and Essex County Council. Funding from other sources has increased year on year. In Financial Year 2013/14 funding from other sources represented 1% of our income; in 2020/21 it represented nearly 68% of the Charity's income.

Review by National Citizens Advice

The bureau received a very high score in its Leadership Self-Assessment, the annual audit undertaken by National CA covering all aspects of the Governance and performance of the Bureau. This provides a strong measure of quality assurance to all stakeholders including both clients and funders and reflects well upon the management team at the Bureau and the whole team of advisors.

Investment Activities

The charity does not currently hold material investments.

Factors Affecting the Achievement of Objectives

This year the challenges faced due to the Covid19 pandemic have been a significant factor. With a need to adjust to remote working and socially distanced advice. It is a tribute to the Chief Officer and staff that these challenges have been met so effectively. The charity is keenly aware of the financial pressures experienced by its major funders, and in view of this has taken active measures to seek additional sources of funding for its services. To obtain the necessary funding to provide the services, applications were made to various local and national providers of community finance. In addition trustees have been appointed with a variety of skills and background which has helped strengthen the charity.

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Maldon & District Citizens Advice Bureau

FINANCIAL REVIEW

Financial Position

Full details for the year are given in the accompanying financial statement and accompanying notes. The financial position of the Bureau has been regularly reported to the Trustee Board throughout the year and to Citizens Advice through the Financial Health Monitoring process.

As reflected in the financial statement the end of year position shows Incoming Resources of £260,867 and Resources Expended of £229,413 leaving a profit of £31,454, of which £10,000 is allocated to be spent on Outreach once Covid restrictions are relaxed.

Total reserves held at 31st March 2021 were £ 141,028 comprising:

Reserves Policy

The Board's policy is that it should always maintain a strategic (designated) reserve of not less than 3 months average expenditure. An additional sum is added to provide for the potential costs which would be incurred in the event of the closure of the Bureau. Such sum is rounded up or down to the nearest multiple of £5,000. Further the Board shall be continually made aware of the on-going level of Reserves, to ensure that it maintains this number of months of operating capability.

Additionally, in view of pressures on core funding from the District Council, the Board has set a designated reserve of £35,000 to cover approximately 6 months funding of Outreach and Specialist Advice Services over the next 2 financial years.

Other reserves may be designated as restricted (where such funds may only be used for the stated purpose and are typically associated with funding linked to specific projects), designated (where the Trustee Board has taken a decision to use such funds for a particular purpose) or unrestricted being the remaining reserves not treated as restricted or designated. (See Notes 1(e) and (f)).

In practice most of the Bureau's funds represent income which is due to be spent in the current year. Income and reserves not required for immediate use are placed in a deposit account yielding, in current times, only a small amount of interest. It is brought into current account as required.

Remuneration of Bureau Management

No. Of
Employees		 Total Salaries & Pension
Contributions		 Other Remuneration /
Benefits		 Total
15 x Part-Time =
6.3 FTE £191,597 £0 £191,597

No employee was paid more than £60,000 during the year. Effective April 2017, the Bureau operates a pension scheme under the auspices of the National Employment. Savings Trust (NEST) with employer contributions of 3% and staff contribution of 5%.

Additionally, 31 volunteers supply the charity with 192 hours of unpaid voluntary work per week = 5 FTE.

Principal Funding Sources

The Directors extend their gratitude to Maldon District Council who continued to support the core operating capacity of the charity. Additionally, project-specific funding was received from a variety of grant giving trusts that supported the outreach and home visiting services. A Reaching Communities grant from the Big Lottery funds our Debt, Homelessness Prevention and Welfare Benefits Project until September 2021.

The Bureau's premises in Maldon continued to be provided under a licence agreement with Maldon District Council. The Bureau also benefited from the provision of premises in Burnham on Crouch provided by the Town Council and in Southminster by United Reform Church.

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Maldon & District Citizens Advice Bureau

Going Concern

In the opinion of the Board, the Charity is a 'going concern' for the purposes of the applicable accounting standards.

Funds in Deficit

No funds were in deficit at the balance sheet date.

Investment Policy

As required in its Memorandum paragraph 3, in furtherance of its objects, and for no other purposes, the Company has the power to invest the monies of the Company not immediately required for its purposes in or upon such investments, securities or property as may be thought fit, subject nevertheless to such conditions and such consents as may for the time being be imposed or required by law.

FUTURE PLANS

Maldon Citizens Advice Bureau still plans to work with local GP surgeries to offer appointments bookable by GP receptionist, once the pandemic threat has retreated. MCA also hopes to be able to extend the funding from the National Lottery. The bureau is adapting its services to remote working and taking careful note of service demand in light of the lockdown and beyond.

DIRECTORS' RESPONSIBILITIES

Company Law and Charity Law require the directors to prepare financial statements for each financial year, which give a true and fair view of the state of affairs of Maldon and District Citizens Advice Bureau and of the surplus or deficit for that period. In preparing those financial statements, the directors are required to:

The directors are also responsible for keeping proper accounting records which disclose with reasonable accuracy at any time the financial position of Maldon and District Citizens Advice Bureau and to enable them to ensure that the financial statements comply with the Companies Act 2006.

The directors are responsible for ensuring that the company maintains an adequate system of internal control designed to provide reasonable assurance that assets are safeguarded against material loss or unauthorised use and to prevent and detect fraud and other irregularities.

In accordance with company law, as the company's directors, we certify that:

so far as we are aware, there is no relevant audit information of which the company's auditors are unaware; and as the directors of the company we have taken all the steps that we ought to have taken in order to make ourselves aware of any relevant audit information and to establish that the charity's auditors are aware of that information.

This report has been prepared in accordance with the Statement of Recommended Practice - Accounting and reporting by Charities and in accordance with the special provisions of Part VII of the Companies Act 2006 relating to small companies.

Signed......... Philip Wakeling Chair of Trustees Dated: June 2021

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Maldon & District Citizens Advice Bureau

INDEPENDENT EXAMINER'S UNQUALIFIED REPORT CHARITABLE COMPANY

Independent Examiner's Report to the Trustees of Maldon and District Citizens Advice Bureau

I report on the financial statements of the company for the year ended 31 March 2021 as set out on pages 10 to 12.

Respective responsibilities of trustees and examiner

As the charity trustees of the company (and also its directors for the purposes of company law) you are responsible for the preparation of the accounts in accordance with the requirements of the Companies Act 2006 (‘the 2006 Act’).

Having satisfied myself that the accounts of the company are not required to be audited under Part 16 of the 2006 Act and are eligible for independent examination, I report in respect of my examination of your company’s accounts as carried out under section 145 of the Charities Act 2011 (‘the 2011 Act’). In carrying out my examination I have followed the Directions given by the Charity Commission under section 145(5)(b) of the 2011 Act.

Independent examiner's statement

Since the company’s gross income exceeded £250,000 your examiner must be a member of a body listed in section 145 of the 2011 Act. I confirm that I am qualified to undertake the examination because I am a member of the Association of Chartered Certified Accountants which is one of the listed bodies.

I have completed my examination. I confirm that no matters have come to my attention in connection with the examination giving me cause to believe that in any material respect:

  1. accounting records were not kept in respect of the company as required by section 386 of the 2006 Act; or 2. the accounts do not accord with those records; or

  2. the accounts do not comply with the accounting requirements of section 396 of the 2006 Act other than any requirement that the accounts give a ‘true and fair view’ which is not a matter considered as part of an independent examination; or

  3. the accounts have not been prepared in accordance with the methods and principles of the Statement of Recommended Practice for accounting and reporting by charities [applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102)].

I have no concerns and have come across no other matters in connection with the examination to which attention should be drawn in this report in order to enable a proper understanding of the accounts to be reached.

Signed:

Independent Examiner: John Holliday Relevant professional qualification: FCCA Name of Practice: Pocknells LLP Address of Practice: Henry Brake House, 46, Hullbrldge Road, South Woodham Ferrers, CM3 5NG

Date: June 2021

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Maldon & District Citizens Advice Bureau

BALANCE SHEET FOR THE YEAR ENDED 31 MARCH 2021

For the year ended 31 March 2021 the company was entitled to exemption from audit under section 477 of the Companies Act 2006 relating to small companies.

No members have required the company to obtain an audit of its accounts for the year in question in accordance with section 476 of the Companies Act 2006.

The directors acknowledge their responsibility for complying with the requirements of the Act with respect to accounting records and for the preparation of accounts.

These accounts have been prepared in accordance with the provisions applicable to companies' subject to the small companies' regime.

Signed on behalf of the Trustees

Philip Wakeling Chair Date of Approval June 2021

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Maldon & District Citizens Advice Bureau INCOME Unrestrbcted RestrKted Total Funds Unrestricted Restricted Total Funds (Note 1bl Figs In £ Grants from MDC& Essex CC 2020121 2019120 83.100 28.304 1,300 17.000 732 83.100 158.735 1,300 17,000 732 70.271 462 70.271 89,675 2,828 11,288 1.827 other Grants 130,431 89,213 862 Charitable Donats"ons 1,966 11,288 1,827 Other Donalons ank Interest Total Income re Chatitable Actmties 130.436 130.431 260.867 85.814 90.075 175.889 EXPENDtTURE UnrestrTrcted Restricted Total Funds Ullrestricted Restricted Totsl Funds (Note 1cl Figs In £ Salaries & Nl 2020121 2019120 82.411 1.042 2,660 3,030 2,747 109.186 191.597 1.042 3,476 3,079 2.871 72.750 3.265 1,869 905 77.353 4,886 360 150.103 8.151 2,229 942 Travel & Training Legal & Professional Telephone Printing Post & Stationèry CITA (Central Citllens AcM"cel 816 49 37 124 4.188 4.193 ser¥ices Insurance 1,286 1,536 2,822 1,657 1,524 3,181 1.164 765 617 1.781 765 405 528 933 Subsistence 1,566 1,062 542 120 1,686 1,683 6.179 763 Equipment Costs Misce113neous (Inc renll Depreciation Total Expense 17.829 244 18,073 3.595 312 621 1.522 312 5,117 5,637 156 607 111.724 117.689 229.413 88.816 91.227 180.043 Profrt ILoss} 18.712 12.742 31.454 3.002 1.152 4,154 io

Maldon & District Citizens Advice Bureau

Notes to the financial statements for the year ended 31 March 2021

1) Accounting policies Maldon Citizens Advice Bureau is a company limited by guarantee in England / Wales . In the event of the charity being wound up, the liability in respect of the guarantee is limited to £1 per member of the charity. The address of the registered office is given in the charity information on page 3 of these financial statements. The nature of the charity’s operations and principal activities are the provision of free and independent advice on their rights to the citizens of Maldon and the surrounding area.

The charity constitutes a public benefit entity as defined by FRS 102. The financial statements have been prepared in accordance with 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) issued on 16 July 2014 (as updated through Update Bulletin 1 published on 2 February 2016 and Update Bulletin 2 published on 5 October 2018), the Financial Reporting Standard applicable in the United Kingdom and Republic of Ireland (FRS 102), the Charities Act 2011, the Companies Act 2006 and UK Generally Accepted Accounting Practice.

The financial statements are prepared on a going concern basis under the historical cost convention, modified to include certain items at fair value. The financial statements are presented in sterling which is the functional currency of the charity.

The significant accounting policies applied in the preparation of these financial statements are set out below. These policies have been consistently applied to all years presented unless otherwise stated.

2) Funds Unrestricted funds are available for use at the discretion of the trustees in furtherance of the general objectives of the charity and which have not been designated for other purposes.

Designated funds comprise unrestricted funds that have been set aside by the trustees for particular purposes. The aim and use of each designated fund is set out in the notes to the financial statements.

Restricted funds are funds which are to be used in accordance with specific restrictions imposed by donors or which have been raised by the charity for particular purposes. The cost of raising and administering such funds are charged against the specific fund. The aim and use of each restricted fund is set out in the notes to the financial statements.

All expenditure is accounted for on an accruals basis. All expenditure directly related to the provision of advice services is included within charitable expenditure. Other costs incurred have been allocated between fundraising and publicity and management and administration as appropriate. Where such costs relate to more than one functional cost category they have been split on an estimate of time or floor space basis, as appropriate.

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Maldon & District Citizens Advice Bureau

Restricted Funds relate to the Reaching Communities Fund of the Big Lottery, Help to Claim (Universal Credit Support), Warm Homes, and MAPS. Income received for the restricted purposes is included in a separate restricted fund against which appropriate expenditure is allocated.

Maldon and District Citizens Advice Bureau has taken advantage of the exemptions in FRS102 from the requirement to produce a cash flow statement on the grounds that it has a turnover less than £500,000.

No trustee expenses were incurred during the current year.

Pocknells LLP, our Independent Examiner, were not paid a fee.

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Maldon & District Citizens Advice Bureau

5) Paid Employees

Figs in £ Total Total
2020/21 2019/20
Gross Emoluments Inc. pension and.
Employers National Insurance *		 191,597 150,102

Employer's NI is shown net of £4,000 NIC allowance.

6) Restricted Funds

Note that money unspent at the end of these projects is subject to ‘clawback’.

7) Financial commitments

Capital Commitments

There were no capital commitments during 2019/20 and no commitments for 2020/21 as at the balance sheet date.

8) Related party transactions

There have been related party transactions identified in accordance with FRS102. There were transactions between Maldon and District Citizens Advice Bureau and National Citizens Advice in relation to insurance and information services.

9) Taxation

The charity is an exempt charity within the meaning of schedule 3 of the Charities Act 2011 and is considered to pass the tests set out in Paragraph 1 Schedule 6 Finance Act 2010 and therefore it meets the definition of a charitable company for UK corporation tax purposes.

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Maldon & District Citizens Advice Bureau

INDEPENDENT EXAMINER'S UNQUALIFIED REPORT CHARITABLE COMPANY

Independent Examiner's Report to the Trustees of Maldon and District Citizens Advice Bureau

I report on the financial statements of the company for the year ended 31 March 2021 as set out on pages 10 to 12.

Respective responsibilities of trustees and examiner

As the charity trustees of the company (and also its directors for the purposes of company law) you are responsible for the preparation of the accounts in accordance with the requirements of the Companies Act 2006 (‘the 2006 Act’).

Having satisfied myself that the accounts of the company are not required to be audited under Part 16 of the 2006 Act and are eligible for independent examination, I report in respect of my examination of your company’s accounts as carried out under section 145 of the Charities Act 2011 (‘the 2011 Act’). In carrying out my examination I have followed the Directions given by the Charity Commission under section 145(5)(b) of the 2011 Act.

Independent examiner's statement

Since the company’s gross income exceeded £250,000 your examiner must be a member of a body listed in section 145 of the 2011 Act. I confirm that I am qualified to undertake the examination because I am a member of the Association of Chartered Certified Accountants which is one of the listed bodies.

I have completed my examination. I confirm that no matters have come to my attention in connection with the examination giving me cause to believe that in any material respect:

  1. accounting records were not kept in respect of the company as required by section 386 of the 2006 Act; or 2. the accounts do not accord with those records; or

  2. the accounts do not comply with the accounting requirements of section 396 of the 2006 Act other than any requirement that the accounts give a ‘true and fair view’ which is not a matter considered as part of an independent examination; or

  3. the accounts have not been prepared in accordance with the methods and principles of the Statement of Recommended Practice for accounting and reporting by charities [applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102)].

I have no concerns and have come across no other matters in connection with the examination to which attention should be drawn in this report in order to enable a proper understanding of the accounts to be reached.

Signed:

Independent Examiner: John Holliday Relevant professional qualification: FCCA Name of Practice: Pocknells LLP Address of Practice: Henry Brake House, 46, Hullbrldge Road, South Woodham Ferrers, CM3 5NG

Date: June 2021

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