2024-03-31-accounts

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A WORD FROM OUR CHAIR

It is with great pride that I introduce the Age UK Lancashire Annual Report and Accounts for 2023-2024. The breadth and range of support we offer, from advice to direct services, is truly making a positive impact on the lives of older people across the county. At the heart of everything we do is a steadfast commitment to improving the lives of our customers and their carers, ensuring that they can live independently, with dignity and respect.

Age UK Lancashire is an independent charity but our invaluable partnership with the national Age UK and network strengthens our ability to align our strategic objectives and collaborate for greater impact to the lives of those that we serve.

Our governance, led by a dedicated Board of Trustees, ensures the charity is well-run, effective and sustainable. This year, Trustees contributed 896 hours to governance, reflecting their dedication to Age UK Lancashire’s mission.

An external governance review by DigiBoard once again placed us above benchmark across all aspects of governance which is a remarkable achievement and testament to the Board and Senior Management’s ongoing commitment to continuous improvement.

None of this would be possible without our incredible staff and volunteers, whose passion and hard work underpin everything we do. Their contributions ensure that older people across Lancashire have access to the support that they need. We strive to be a great place to work and volunteer and feedback reflects our positive and inclusive culture that we continue to foster.

As we look ahead, we are focused on delivering our strategy, maintaining financial sustainability, fostering growth, delivering outstanding operations and maintaining our excellent governance.

This report highlights the outstanding work of the past year and our readiness to continue delivering on our mission. Thank you for your continued support in making Lancashire a place where older people can live fulfilled and independent lives.

Victoria Buyer

Board Chair

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CHIEF EXECUTIVE OFFICER

I remain incredibly proud of the work that our committed and professional colleagues and volunteers deliver for the benefit of older people across Lancashire and am delighted that this work is evidenced throughout this report. This year, we reached 74,910 people across Lancashire including older people, their carers and family members. Our services continue to be a vital component in supporting older people to maintain their independence, to be well supported and to keep themselves well. Our staff go above and beyond every single day for our customers, making a huge and positive impact on their lives and I’m very proud of their achievements.

Our vital volunteers dedicated over 30,000 hours of support, making a huge impact and adding value to our work. We couldn’t do what we do without them, and I extend my sincere thanks to them all for their continued dedication and support of our work.

This is year 2 of our 3 year strategy (2022-2025) and I’m delighted that we have made good progress across all areas of delivery of our strategy. The strategic priorities established ensure that we are well run, managed and sustainable, deliver outstanding operations, are a great place to work and volunteer, have strong financial management with integrity, deliver excellent governance and have impactful business development growth and partnerships. We will continue to dynamically review our strategy and its impact.

I’m pleased that once again, our Trustees have overseen the delivery of salary increases for our staff which are fully benchmarked and in keeping with market expectations. This, alongside our excellent benefits and organisational culture, ensure that we are achieving above the sector averages for colleague retention. Our Annual Colleague Survey once again evidenced that our staff are well supported, engaged and enjoy their work at Age UK Lancashire.

Robust financial management including careful cost controls, generous legacies plus successfully bringing in new business, have delivered a good financial surplus for the charity this year. This has been achieved in a challenging and competitive environment and I’m delighted with the outcome achieved. This surplus allows us to adhere to our reserves policy as well as to invest, so that we can generate additional funds for the charity which will benefit older people.

I would like to thank all of our donors and financial contributors, we couldn’t do what we do without your ongoing support and commitment to our work.

This is another year in which we have truly lived our Vision and supported older people across Lancashire to ensure that “Everyone is Living Their Best Later Life”.

Teri Stephenson Chief Executive Officer

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CONTENTS

Chair of the Board 3 Chief Executive 4 Our Impact in Lancashire 5-7 Our Supporters and Donors 8 Who are we & whom do we serve 9 Structure, Governance Management & Administration 10-16 Our Strategy 17-18 Our Operations 19-54 Our Business Development & Fundraising 55-60

Our People & Values 61-66 Our Finances 67-71 Our Future Plans 72-74 Administrative Information 75-76 Independent Auditor’s Report 77-79 Statement of Financial Activities 80 (including income and expenditure account) Balance sheet 81 Statement of cash flows 82

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OUR IMPACT

This Annual Report is complemented by our 2023-2024 Impact Report, which highlights what we have achieved during the year. You can access the full Impact Report here.

In 2023/24, we reached 74,910 individuals across Lancashire including older people, carers and family members.

Over 30,000 hours were dedicated by 105 volunteers across Lancashire, equating to over 500 hours per week helping older people in our communities.

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Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D ••••• 1,022 8,608 2,427 £2.8M 74,910 We enabled 1,022 people to manage their long-lerm illness and live independently IICP) 'Good Day Calls, were made to isolated and vulnerable people The number of people we have signed up to Electricity Northwest'5 Extra Care Register Through our advice sessions we were ble to improve the quality of life for older people by supporting them to claim over £2,884,143.00 in previously unclaimed benefits Total number ol people we reached including older people, carers and family members across Lancashire 360 54,215 36,313 1,383 753 360 people have been supported to be more digitally confident (Digilal services) We provided 54,215 hours of respite and care through our Day Club sessions Our home helps delivered 36,313 hours of service to help older people remain independent and comfortable in their own homes The nurnber of people who have benefited from attending scams awareness talks and 212 people received 1-2-1 sessions Our Information & Advice team held over 753 individual advice appointments P6

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D 410 34,204 9,143 329 Our footcare service improved the mobility and foot hygiene of 410 people Number of enquirie5 to 0300 helpline to support with a range of health and care issues, claiming benefits, housing and signposting to local seNices People 5UPPOrted by our Hospital Afterare Team to live independently at home following a hospital stay Individua15 supported through 1-2-1 and group sessions (all Dementia Se￿iCe5 Inc. CST) 30,000 206 Hours dedicaled by 105 volunteers over 500 hours per week helping older people Veterans were connected through our Veteran's Service - An incredible 87% increase compared to last year! P7

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D ITHANK YOU TO OUR SUPPORTERS & DONORS Lancash,ire NHS ageuK . COMMUNITY FUND Lancashire & Council South Cumbria County .e.Th. NHS Foundation Trust Chorley it Council THE ARMED FORCES COVENANT FUND TRUST ERIC WRIGHT Garfield Weston FOUNDATION AY HEALTHCARE LTD NHS GoodThings .j FoundatwJn Health Education England Rossendale Independent Age THE BOROUGH COUNCIL B&Q FOUNDATIO HEADLEY TRUST relectpicity LANCASTER CITY COUNCIL nnrth wesl DucHY.,/ LANCASTER BENEVOLENT FUND EVAN CORNISH FOUNDATION Bringing energy lo your door Promoling CNty, Coast & Countryside P8

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WHO ARE WE AND WHOM DO WE SERVE?

Age UK Lancashire is a charity limited by guarantee. Our charity number is 1142294 (Company number 07200267).

Our governing document is our Articles of Association which were reviewed, updated and adopted in June 2022.

Age UK Lancashire provides a range of high-quality services across Lancashire delivering advice, information, and support services to older people (most of our customers are aged over 50 but we do deliver some all-age services). We make a huge difference to our customers and their carers, positively impacting on their quality of life and independence.

Age UK Lancashire continue to recognise the benefits of being a Brand Partner to Age UK and our network of charities. Although an independent charity, Age UK Lancashire continues to work closely with Age UK, broadly aligning our strategic aims and objectives and working closely with them.

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STRUCTURE, GOVERNANCE, MANAGEMENT & ADMINISTRATION

Statement of Trustees Responsibilities

The Trustees, who are also the directors of Age UK Lancashire for the purpose of company law, are responsible for preparing the Trustees’ Report and the financial statements in accordance with applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practice).

The Trustees are required under the constitution of the charity to prepare financial statements for each year which give a true and fair view of the state of affairs of the charity and of its results for that period.

In preparing those financial statements, the Trustees have;

• Selected suitable accounting policies and apply them consistently

• Made judgements and estimates that are reasonable and prudent

• Followed applicable accounting standards and statements of recommended practice, subject to any departures disclosed and explained in the financial statements

• Prepared the financial statements on a “going concern” basis

We are hugely grateful to our Trustees for the time and commitment that they give to Age UK Lancashire. Our Trustees are volunteers and give their time and considerable skills and experience without payment. Our Trustees have invested around 896 hours in leading our governance, attending meetings, visiting services and other support to our charity. This year, we estimate the value of that contribution to be a minimum of £24,500 based on the UK average manager salary (our Trustees are leaders in their fields, so this is a very low estimate).

The Trustees are responsible for keeping proper accounting records which disclose, with reasonable accuracy at any time, the financial position of the charity and also for taking reasonable steps for the prevention and detection of fraud and irregularities.

All Trustees are committed to the standards required of them in the Charity Governance Code.

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Board Structure & Governance

Age UK Lancashire is an incorporated charity, a company limited by guarantee, registered with the Charity Commission and governed by its Memorandum and Articles of Association.

Our Governance

We are governed via a regular schedule of structured meetings. Our governance structure encompasses structured quarterly Board & Committees, with additional meetings as required.

Our Chair and CEO meet frequently to provide updated information and oversight of the charity’s work.

The CEO provides Trustees with additional information and updates regularly throughout the year by email in addition to formal meetings.

All colleagues can attend our board meetings as observers. We have an average of 2 or 3 colleagues attending each time. They report that this is a valuable experience which helps them to understand the huge work that goes on, often behind the scenes, in the running of our charity.

Quote from staff observer - “It was great to see how hard our SMT and Trustees work in the background to keep us on the right track, if anyone was thinking of seeing our board in action, I’d say it’s well worth a look.”

We carry out regular skills audits of Trustees to ensure that we have the right skills balance for the needs of the organisation and we recognise that those needs can change from time-to-time.

Any decisions taken outside of formal meetings are minuted at the next board meeting.

We use OnBoard software for our Board papers management. This ensures that our information is retained securely, minimising the need for sending confidential information via email or other means.

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Our Key Strengths & Areas for Improvement

We carried out an external governance - review using DigiBoard; Digi Board | Online Board Effectiveness Reviews for Charities & Not-for-Profits (thedigiboard.co.uk)

This is the third time that we have carried out a DigiBoard review (since 2019) and we are delighted to see the results and our progress. Now able to benchmark against over 100 charities, we are pleased to note that we are above benchmark in all aspects of our governance.

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REPORTING & PERFORMANCE

We deliver reporting against our strategy and targets via a balanced scorecard which is reported to trustees quarterly. We report as follows in line with our Strategy headings;

• Well-run, managed and sustainable

• Outstanding operations Impactful business development & growth Great place to work and volunteer Financial management & integrity Excellent Governance

We measure both Key Performance Indicators & Performance Related Indicators

We have already begun to take steps to address red and amber areas and for example, have removed our Corporate Donations Role and begun to focus more widely on general fundraising.

A schedule of reporting is maintained which includes a schedule for regular reports such as safeguarding, health & safety, information governance, complaints, finance, performance and quality and general policy and organisational updates as well as themed reports covering current topics and issues.

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TRUSTEE RECRUITMENT & REAPPOINTMENT

Trustee recruitment is overseen by our Nominations Committee. New Trustees are recruited based on our needs and any gaps in skills that have been identified and which would be of benefit to the charity. Suitable people are identified from within our own networks, direct approaches and we advertise externally.

Trustees are appointed for an initial term of two years, with two further terms, each of three years, resulting in a total of eight years. Trustees can remain after this time period by exception and as agreed by existing Trustees.

We have an established process for recruiting new trustees and for their reappointment, which is overseen by our Nominations Committee.

Our Trustees

At the time of writing this report, we have 11 Trustees.

Trustee Training Induction & Appraisal

All Trustees have been appraised by the Chair of the Board and this remains an ongoing process.

We have a range of materials available to support the induction of new Trustees to ensure that they have all of the necessary information to support them in their role as a trustee. Trustee training is provided both inhouse and externally as appropriate. We make good use of free training, often provided by legal companies. Our CEO provides updates to Trustees.

Management

Day to day management of the charity is delegated to the CEO who leads the Senior Management Team. The CEO

reports directly to the Board of Trustees, providing reports and papers to inform them on an ongoing basis and to prepare them for Committee and Board meetings.

SMT meet together on a monthly basis to review performance, strategy, policy and all issues linked to the management of the charity on a day-to-day basis.

In addition, we have regular General Management Team meetings, involving managers at all levels across the

organisations in planning and reviewing our work, as well as to ensure a cascade of information from Senior Managers. We have a monthly briefing call with all managers and the content of this

meeting is used as a basis for a monthly CEO update video which is available to all staff.

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INTERNAL CONTROLS & QUALITY STANDARDS

The Board of Trustees is responsible for the financial controls within the charity for safeguarding the physical and information assets. Financial procedures are developed, reviewed and revised in line with ISO 9001:2015 quality management standards.

A CRM system and financial management system is maintained to capture and report on the performance of the charity and to ensure that the Board of Trustees receive accurate and timely management information.

Policies and procedures are reviewed and revised in line with our audit schedule. Key policies are approved by the board of trustees with all others approved by SMT, with trustee oversight. All managers are notified of changes to policies, procedures or other documents. Changes are cascaded to staff and volunteers and all staff have access to the online manual.

Age UK Lancashire has retained and/or received the following quality standards in the year as follows;

ISO9001

CQS - Charity Quality Standard

CQC for footcare – rated ‘Good’ in all areas

IAQP (Age UK Information & Advice Quality Standard)

AQS (Advice Quality Standard)

We will have both the ISO9001 & Charity Quality Standard external audits completed in 2023/24.

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RISK MANAGEMENT & BUSINESS CONTINUITY

Trustees oversee our risk register and have adopted robust risk management policy & procedures. The process involves all colleagues in risk identification and management and has an escalation process to ensure that risks are managed from the appropriate level.

A detailed annual review of all risks is actively carried out by Trustees and quarterly reports are provided to Committees and Board ensuring that Trustees are fully informed, updated and engaged in our management of risk. The quarterly report highlights new risks, risks where scores have changed and any high-level risks.

Some key risks this year have included the management of staff absence and recruitment challenges which remains a challenge across our sector. In addition to the detailed risk register, our risks (numbered individually) are plotted pre and post mitigations.

A business continuity plan complements the risk register to ensure that where natural and unavoidable disasters (now including global pandemics) occur, the business is managed to avoid ongoing or unnecessary risks and to mitigate them wherever possible.

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OUR STRATEGY

We have a 3-year strategy (2022-2025) which clearly outlines our plans. Our main strategy is supported via Directorate Strategies;

People

Operations Business Development Finance

We also have a high-level, one-page version which is displayed in all of our offices.

The Trustees have considered the Charity Commission guidance regarding public benefit and are satisfied that the charity's activities do provide public benefit.

This report provides a brief insight into our work this year, our impact and plans for the coming year.

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OUR OPERATIONS

Dementia Services

Age UK Lancashire is commissioned to deliver Dementia Services in West Lancashire, Chorley and South Ribble. Open to anyone with memory concerns or a diagnosis of dementia, our aim is to help people to maintain independence, confidence, and overall wellbeing.

In our commissioned service, we provide 1-2-1 post diagnostic support – assessment of an individual’s circumstances to understand needs with signpost or referral to relevant and appropriate support, be that within Age UK Lancashire or external services delivered by partner agencies.

In addition, we provide Cognitive Stimulation Therapy (CST) which is a planned program of activities delivered in groups across 12 weeks with the aim of improving an individual’s cognitive ability and other functions affected by dementia. CST is the only non-clinical intervention recommended by the UK Government National institute for Health and Care Excellence (NICE) on the management of dementia, irrespective of drug treatments received.

Our team also facilitate regular carers peer support groups, raise awareness both internally and externally and provide new opportunities for both the person with dementia and their care partner to relax and enjoy together and with other like-minded people in a safe environment.

Age UK Lancashire continues to deliver Outstanding Operations across the County. The cross section of services is fantastic with existing services thriving and new services enhancing the wrap around support available to older people in communities across Lancashire.

How We Have Helped

This year, we provided 1,891 hours of support to 306 people via our 1-2-1 and group sessions. Within this, the team have made 432 onward referrals to additional support to over 50 partner services/organisations.

Demand for group CST continues to grow as our results show the benefit of this service, unique to Age UK Lancashire within the County.

This year the focus was to build on our successes and identify and develop new opportunities that continue to support people across Lancashire who are living with dementia and their care partners.

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Support for carers

In May 2023, Dementia Services launched ‘Next Steps’ in Leyland - our very first peer support group developed with dual purpose, 1) to allow those having previously attended our CST groups to continue to benefit from meaningful activity and continue friendships made, and 2) to facilitate an opportunity for carers to meet separately, benefit from respite, receive support from others in the same situation, as well as access support services and an invitation to listen to relevant guest speakers. Based on the success of Next Steps, funding was secured to establish a similar group in neighbouring Chorley called

“We found the groups to be very effective and helpful to those who attend. When speaking with the carers in the group, they commented on how this group has really saved them and supported them with their caring roles. They mentioned this group gives them support and the well needed respite - Senior Engagement Officer, Healthwatch Lancashire

In October 2023, we funded a joint project in collaboration with our colleagues at the Alzheimer’s Society, to deliver support to carers in East Lancashire via weekly Carers Information Sessions (CrISP), whilst their loved one participated in a supported activity session led by Age UK Lancashire. Carers were able to benefit from receiving practical information and the opportunity to meet others in similar circumstances, whilst knowing the person they support is in the care and companionship of a trained member of staff.

Following a cohort of CST, our teams provide carers with the resources and guidance to continue individual CST (iCST) with their loved ones, beyond group in the comfort of their own homes, allowing any improvements to be maintained and enjoy time together.

Our teams attend a number of dementia support ‘Hubs’ across the county providing vital information, advice, signposting and emotional support to carers seeking help.

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Building on our success

Following the success of an earlier trial, we were able to continue our CST provision within East Lancashire allowing even more people in harder to reach communities to benefit from the service. This was well received with positive feedback from those participating in the program as well as carers.

Our Memory Meets group was launched in Chorley in December 2023 following the success of the Next Steps. A new format for Age UK Lancashire, these informal drop-in sessions provide people with dementia and their carers, an opportunity for respite, social interaction, peer support, access to other services and most of all fun.

Lessons Learnt

A number of vacancies throughout the year impacted service delivery in terms of responsiveness and reduced contingency plans for cover of unexpected staff absence. Towards the end of the year however, we have been able to establish a team of two bank staff and recruit two new volunteers which has helped us respond more flexibly to staff absence and maintain the quality of service delivery.

Spreading The Word

With colleagues - In May 2023, it was a privilege to welcome writer-activist Wendy Mitchell to our annual employee celebration event where she shared her experience of what it means to live positively with dementia.

During Dementia Action Week 2023, the Dementia Services Team were active at venues and groups across the County, raising awareness of dementia and encouraging individuals and families to seek a timely diagnosis and avoid reaching crisis point.

“It’s certainly helped to stimulate my mind. It’s helped me to take it (dementia) on and say I’m not going to give in…its working, I’m very impressed.” -David, CST participant East Lancashire

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New Appointment

In October 2023, we welcomed internal colleague Laura Roberts to the team as the new Dementia Services Manager. Laura has over 10 years’ experience (both internal and external) developing and establishing services that support people with dementia and their carers in the Northwest.

Tea Dance

In March 2023, we rounded off the year with our first Age UK Lancashire Tea Dance. Taking place in Chorley, the event was for people living with dementia and their carers. With over 70 people in attendance, a light afternoon tea was served and there was a live band playing dance hall classics. It was a magical afternoon, and the feedback says it all.

“A massive thank you for organising this. My mum had a ball. In her own words, ‘I didn’t want it to end.’ – Ms. T”

“I can’t put into words how happy it made me to see mum smile again…” Janet

“It made me feel alive again...I’m like a new woman!” – Rose

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INFORMATION & ADVICE

Our Information and Advice (I&A) team have had an incredibly busy year and continue to offer support in the following areas:

Welfare benefits, Social care, Housing, Local services, Energy efficiency, Scams awareness, Cost of living support available through government schemes

The ongoing cost of living crisis has been felt by many older people across Lancashire and we are thankful to our funders for their continued support enabling us to increase capacity to reach more people.

Funding has continued from established commissioners – Fylde Borough Council, Lancaster City Council, Eric Wright Charitable Trust, The Headley Trust and the Eon project through Age UK and we are grateful to them all for their continued support.

We were also successful in securing additional funding from Electricity North-West Limited to reach those most vulnerable and enrol them onto their Extra Care Register which enables members to access energy advice for their homes and also in case of outages or floods etc, they will receive priority services. An outreach worker was recruited to undertake this work.

Continuation funding from Lloyds Bank (via AUK) for our Scams Awareness project has enabled us to reach more people on both a group and 1-1 basis.

During 2023/24 - The team consisted of two full-time advisers and a part time adviser, 1 part-time administrator, 1 part-time scams awareness officer, 1 part-time outreach worker and a full time I&A manager.

During this period, we have supported 2,350 clients through our Information & Advice Service. 753 clients received in-depth advice sessions and/or case work, during which 260 full benefit checks were undertaken, 463 disability benefit claim forms were completed (predominantly Attendance Allowance) and 8 clients were supported in navigating the social care system.

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INFORMATION & ADVICE

In addition, information and/or signposting was provided on:

Community care - 651 instances Disability benefits – 139 instances Means tested benefits – 158 instances Debt/other money – 94 instances Housing options – 225 instances Consumer (energy) – 633 instances Scams awareness – 270 instances

We have also signed up 2,427 clients to the Extra Care Register as mentioned above.

We continue to deliver the I&A service via the most appropriate method for the client, while considering the best use of time and capacity. During this period, each client received an average of 5.2 contacts during their service.

We contacted clients through 850 home visits, 215 attended drop-in sessions, 641 emails, 1786 letters, 103 attended outreach sessions and 5288 phone calls – total contacts in this year 12,322.

We are proud to report our annual benefit gains figure this year is £2,884,143 (of which £1,208,565 remains estimated at this time, and £1,675,577 has been confirmed).

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INFORMATION & ADVICE

Client Feedback

"The help and service I received from Claire C and Paula F was wonderful. My successful claim has enabled me to visit my granddaughter and family in Qatar next month with my other granddaughter. I can't thank you all enough for your care and kindness. I am spreading the word to all my friends about AUKL.”

"”Helped me to get blue badge and AA. This has spurred me on to get further help in the form of carers who help me with my day to day living and also provide a facility to get out and have a little independence. The AA will pay in part for the care and any future needs that I have. Thank you.”

“Many thanks for your invaluable help. The allowance will make a big difference for taxi fees etc. The service was excellent and I was met with kindness and helpfulness and would happily recommend you to other people who need help.”

Wendy and Adele at Natwest Bank promoting our services

"The whole service from Age UK [Lancashire] has been excellent. I have had some excellent advice. Please tell Wendy, Scam Lady, that I have got my money back from a scam mentioned while she was here. Thanks."

“It has been great for so many things but especially not in a constant state of panic in case my rent goes up. I was also given advice on housing but don't think I could manage another move. I can now have some physio and get a more comfortable chair. I am hugely grateful, it has improved my life greatly.”

“The staff are so knowledgeable and helpful in answering questions on benefit forms. There are probably a lot of people who are entitled to benefits and wouldn't have received them without the help of Age UK [Lancashire] so a big thank you.”

“Really grateful for your expert help in filling in the daunting large questionnaire booklet. Your patience and understanding and help was very much appreciated and resulted in top rate Attendance Allowance being granted, so thank you so much.”

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INFORMATION & ADVICE

Mrs X is 80 and lives with her husband who is 85 in a privately rented bungalow on the Lancashire coast. Both have long-term health conditions but they manage by looking after each other and have support from their family who live in the area. The home that they rent has several issues which they have reported to their landlord but they are aware that there are a huge number of people looking to rent bungalows in their area which is very popular, and they feel that if they “upset” their landlord, he will get someone else in very quickly who will not complain. The central heating is not working correctly and the double glazing has failed, resulting in the property being very cold, and Mr X is suffering further health issues related to damp on an external wall in their bedroom. Mrs X approached our scams awareness officer, Wendy Delaney, at an outreach event and having visited to deliver scams awareness, Wendy then referred to I&A.

Wendy went to see the couple at home and noted that upon arrival the couple were sitting in the cold - their heating had been off for over two days and they had no hot water. They were waiting for a plumber but had no idea of the time frame. Wendy delivered a scams awareness session and then returned to the office to collect Argos vouchers, purchased through the hardship fund for £100. She then returned to the client and ordered an oil heater to be delivered that day. The couple were so appreciative.

Mrs X contacted us on 18th December to say the heating was now back on and thanked us for being so kind in their hour of need. Wendy had also requested a call blocker for the couple and referred them to the I&A service for housing options advice and a benefit check. Mrs X felt that she was in a very weak position, whereas private landlords locally were in a strong position. We established that it was very unlikely for the couple to find another, better private rental bungalow in the area. We then discussed alternatives as Mrs X felt that the landlord was in no hurry to fix the issues that were causing the house to be cold, and poorly insulated. We discussed sheltered accommodation and social housing and sent Mrs X a list of local providers.

In the meantime, Mrs X was concerned about the rising costs of heating their poorly insulated home and the effect of the cold and damp on their health. Following a benefit check, it was indicated that they were entitled to Pension Credit Guarantee, Council Tax Support and Housing Benefit, which would mean they were £312.95 better off per week. We discussed the possibility of Mrs X applying for a higher level of her Disability Living Allowance care component and offered support with this if she decided to go ahead. The couple were also enrolled onto the Extra Care Register at their request. Mrs X feels in a stronger position financially and thanked the team for their help.

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0300 CUSTOMER SERVICES

During this year, the 0300 team have achieved the Quality of Information & Signposting Standard (QISS) Accreditation.

The most common reason for contacting us is shown to be enquiries relating to Age UK services – 36.25% of calls related specifically to services offered by Age UK Lancashire.

The second most common theme was benefits (21.06% of calls), followed by community care (13.28% calls).

Other themes included: Age UK Campaigns – 0.28% Age UK services (national) – 2.19% Consumer – 2.49% Cost of living – 0.37% Education – 0.22% Employment and volunteering – 0.45% Family/personal – 0.73% Health conditions – 2.7% Health services – 3.17% Housing - 3.18% Legal – 2.67% Leisure/social activities – 3.73% Local facilities – 0.53% Other money – 1.75% Residential care – 1.49% Travel – 3.34%

Over the year, there are slight fluctuations in the number of incoming calls – most notably December, which sees the lowest number – 730, followed by the two busiest months – January (1273 calls) and February (1275 calls)

April 2023 -1034 calls May 2023 - 1094 calls June 2023 - 1204 calls July 2023 - 1203 calls August 2023 - 1105 calls September 2023 - 1077 calls October 2023 - 1094 calls

November 2023 - 1143 calls December 2023 - 730 calls January 2024 - 1273calls February 2024 - 1275 calls March 2024 - 1147 calls

Data shows Tuesday to be slightly busier than other days, though no significant fluctuations across the week.

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GOOD DAY CALLS

Tackling Loneliness and Isolation

During this reporting year, two full-time staff have delivered 7,596 phone calls to 341 clients. The average caseload remains at 180 clients at any time. Clients receiving the Good Day Calls service can expect to receive a phone call every week, though this can be more or less often, depending on the client’s individual circumstances.

We are pleased to have been able to extend the duration of this service, following a donation from the Eric Wright Charitable Trust, as their Charity of the Year 2024.

There is a high demand for Good Day Calls and most clients receiving calls are living alone, with some level of disability, leading to loneliness and isolation. We continue to seek funding for this service which for many, is a lifeline.

Client Feedback

“Telephone contact with Michelle has been very beneficial in really difficult times. Pleasant and helpful. Many thanks.”

“I really look forward to my call, it has meant so much to me. My confidence has grown so much. The service is brilliant.”

‘It is lovely to talk to Michelle each week. She listens to me talk about things I’ve done and seen. I am very old but I remember things I still want to talk about and Michelle ringing me each week allows this. Without her calling, I’d feel a lot more isolated as if no one cared.’

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GOOD DAY CALLS CASE STUDY

Mrs M is now almost 101 but Michelle on our Good Day Calls service started talking with her when she was 99. She receives a package of care and had been referred to us for support as she was alone and isolated with significant health issues affecting her mobility including COPD.

Mrs M is widowed after losing her husband, J, over 15 years ago. She described him as her soulmate. They had a baby but she died at 4 weeks old and this devastated them both and they chose not to have any more children.

Mrs M was a nurse during her working life, looking after German Prisoners of War in a hospital in Manchester, then moving above Preston, to a long stay unit on nights, finally ending her career at The Royal Albert Hospital in Lancaster. She loved her work but never got over the loss of her baby.

She has limited family (cousins in Scotland). When originally referred to us, she had limited mobility, so a friend shopped and cleaned for her. Sadly, she was taken advantage of and had money taken from her with police being involved.

Over time, her health (COPD) has really taken hold and Mrs M had to go into full-time residential care last year.

Each week, Mrs M has reminisced about her husband and her career as a nurse, eager to tell me about the German Prisoners of War she cared for. She saw them as vulnerable injured men, as most had devastating injuries and many stayed for a long time. With her already having a package of care, she was cared for practically at set times. Gradually this wasn’t enough and our Hospital Aftercare Service (HAS) became involved after she had a fall. Social Services (SS) were involved and a decision was made to trial a residential setting where she remains.

The care home have been very supportive of Mrs M continuing to receive our calls each week and the home accommodate this by taking the phone to her. She enjoys talking to Michelle and although not home, she finds the place and staff kind and welcoming.

The HAS input with shopping and then involving SS has meant she has been supported into the ‘best’ place for her to remain well. Although Mrs M no longer lives at home, she now has company all the time, has her meals provided and her health needs are addressed 24 hours a day.

Each week Michelle still rings her. During their conversations, Michelle can gauge how long they talk by how she is coping talking with her COPD. Mrs M always says how wonderful the calls are and how much she enjoys them.

Over the last few months, she has become less able and the calls shorter. Michelle will ask Mrs M if she still wants her to call and her reply is always ‘yes please!’

Chatting to Michelle gives Mrs M an outlet and a familiar voice on the phone. Her family live in Scotland and so doesn’t see them much but they ring her often.

The Good Day Calls Service helps her to feel connected to the outside world.

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INTEGRATED CARE PROGRAMME (ICP)

This service supports people aged 50+ who are at risk of unplanned hospital admissions, have a high frailty score or any number of long-term health conditions. The service helps patients who attend health services for non-medical reasons such as social isolation, loneliness or need help with money issues. Bringing together voluntary, health and social care services in East Lancashire, particularly aimed at coordinating support for those with long-term health conditions and complex needs.

In a typical month, this team receives around 62 referrals and Personal Independence Coordinators (PICs) work with patients to identify goals and aspirations which matter to them. PICs liaise with the patient and other services to create a personalised plan that suits the patient’s lifestyle, enabling them to enhance their health and wellbeing and regain their independence.

Typically, the plan includes addressing an individual's physical and mental wellbeing needs, setting personal goals to work toward, during a 12-week support phase. This approach empowers older people to recognise and develop their own strengths and abilities and helps patients to take actions that enable them to lead lives that are independent and as fulfilling as possible. With just over 6 full time equivalent staff, this year we packed a lot in! Since April 2023 to the end of March 2024, we supported 1042 individual people, with over 11,500 contacts made throughout the year. We networked with more than 60 different agencies to coordinate the right support for older people working with a range of professionals at Integrated Neighbourhood Team meetings.

·Results and patient outcomes:

78% of patients reported improved wellbeing

· 55% of those measured showed reductions in GP appointments

· Loneliness decreased by 30%

· Patients’ independence improved by 11% during our support phase and they maintained an 8.6%

improvement even at 2 months after the service ended

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INTEGRATED CARE PROGRAMME (ICP)

Figure 2- Independence increased

Figure 1- Loneliness decreased

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OUR STAFF, COMMUNITIES AND NETWORKS

Our Personal Independence Coordinator, Nighat, celebrated 20 years working with Age UK Lancashire in this year! We asked her what makes her day and this is what she said…

“What makes my day? Supporting older people to improve their quality of lives, it’s worth all the effort to witness firsthand their priceless smile and I achieve immeasurable satisfaction from a personal and professional perspective”.

It’s important the ICP team reach as many older adults as possible across our diverse East Lancashire communities. The team enjoyed participating in a range of health and social care events in Colne, Burnley, Barnoldswick and Pendle to name a few and we were delighted to have Shahid represent us in Westminster at the launch of The State of Health and Care of Older People Report.

Partner Feedback

Martyn P, Health & Wellbeing Coordinator, Burnley Football Club

“Our partnership with Age UK Lancashire is vital. We work closely together to ensure that we get the correct service for each individual participant. The Integrated Care Programme signpost participants into services that help reduce social isolation and help to create new, long-lasting friendships through socialising together. The team visit each session and offer help and support for up to 100 individual people that access our service, signposting them to other events and sessions that will improve individual health and wellbeing. The staff are friendly and approachable with excellent knowledge of the area and what is available.”

John S, Adult Social Worker, Lancashire County Council

“In my view, Age UK Lancashire’s Integrated Care Programme team have been amazing! Their involvement has been crucial in supporting my client in relation to new housing, food parcels and his general wellbeing.”

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BENGALI LADIES GROUP

“Thanks to funding from Lancashire & South Cumbria Foundation Trust, our Bengali Ladies Group, founded in 2022, continued to meet up each week. In December 2023, the Group celebrated its one-year anniversary and now with additional funding, more older women from the Bengali community can benefit from the weekly meet-ups at the Chai Centre in Burnley.

The group sessions have offered support to women addressing various issues such as literacy, health, financial matters and access to services. The positive impact of these sessions is evident by a notable 23% improvement in the well-being of attendees, as indicated by measures from our Integrated Care service.

The additional funding opens doors for more older women to participate in the weekly meet-ups, offering them opportunities to engage in different activities, including food cultivation, pickling, chutney making, sewing and crafts.

“It’s fantastic that we can continue these group sessions. We’ve seen the significant impact this is having on the women that attend with some telling us that they have a greater sense of peace of mind knowing there is someone there to help them when needed.

I want to thank Lancashire & South Cumbria Foundation Trust for their support as now we can look to grow participation by introducing more activities such as English lessons, yoga and exercise sessions.”

• Julie McDonald, Integrated Care Services Manager

In December, a cross-cultural visit was arranged to the local fire station where the Bengali ladies met with Trefoil Guild Members, one of whom offers support to the group to learn English, and local Firefighters to each showcase their skills, stories and conversations from culinary expertise, culture, local history and traditions. The day was rounded up with a tour of the station and cementing a new community bond between the the groups.

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DAY SERVICES

Age UK Lancashire has a proud history of delivering Day Time Support through our Day Services based in Ormskirk in the west of the county, Lancaster in the North and Nelson in the East for over 25 years. This service enables older adults to enjoy activities, make friends and retain their independence in a welcoming environment with a personalised approach to meeting their support needs. This year we delivered 551 Day Club sessions with over 270 individuals accessing the service, providing 54,215 hours of respite to their family members. Each service receives an annual monitoring visit from Lancashire County Council ensuring that we meet the required ten core standards for day service provision.

Keeping Active

Activities are tailored to individual needs and abilities and ensuring they are fun, is at the heart of everything we do. A varied activities programme will help individuals to:

• Promote independence

• Reduce isolation

• Prevent ill health

• Promote wellbeing

Our daily gentle chair exercises support with strength, balance and flexibility which supports reduction in falls.

Enjoying the outdoor space is also important for our members and a donation of a greenhouse at Walton Lane day service has been a very welcomed edition. Our activities programme includes gardening, members love planting and sharing their gardening tips with each other.

We are proud to be members of NAPA (national activity provider association) which gives us access to detailed information on delivering different activities which include ideas and suggestions on themed events.

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Keeping Active

We hold regular meetings with all our members to ensure that we are catering for everyone’s needs, including feedback on activities, entertainment and the food we serve. Feedback is captured on our ‘You Said, We Did’ boards.

We have worked hard to improve our overall dining experience, purchasing new table linen, coloured plates which support members living with dementia and displaying menus on the tables making it easier for our members. As well as being visually, pleasing the atmosphere is relaxed with gentle music playing in the background.

Our food premises are inspected by the Food Standards Agency and we are proud that all our locations have been assessed as Very Good = 5.

Support from the Community – B&Q

The team at Walton Lane welcomed nine very willing volunteers from the local B&Q store, who really got stuck in with various jobs through the day, from organising and redesigning the storeroom, decorating the hallway then jet washing, weeding and planting some lovely new flowers. Members loved spending time with them and their hard work certainly made a difference to the centre.

Abby Starkie – Social Care Support Officer

“As a worker of LCC, I complete social care assessments for Older Adults and Physical Disabilities. I refer people into this service as I feel it's an essential service that provides socialisation, companionship, stimulation for service users and provides carers with a much-needed break, knowing their loved ones are safe and cared for.

Nicole and the Team at Walton Lane are always helpful and accommodating.

The feedback I receive from service users and families is always positive. They feel staff are friendly, caring and cheerful and the activities are fun. I feel confident with the feedback I receive that if I refer into this service that the service users and families will receive positive outcomes and experiences.”

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BUILDING CONFIDENCE – CUSTOMER STORY

Ena is living with early onset dementia and has been attending our Ormskirk day service for over 3 years.

Sadly, Ena has had some difficult times over recent months having to deal with three significant bereavements in her close family.

All the staff worked closely with Ena, building her confidence back by empathetic interaction and ensuring she was involved in all the daily activities.

Slowly her confidence started to come back and was seen more and more to be laughing and joking. She interacted with other members, always giving encouraging words to anyone new.

Ena always refers to how the staff helped her through such a difficult time and is so grateful for all their support. Sadly, Ena become unwell herself and ended up in the care of a local hospice. The staff however were very pleased to receive a call from Ena’s daughter a few weeks later, advising Mum was now home and was a lot better. Her first request to her daughter was to return to all her friends at day service.

Sophie Bradford, Julie McGowan, Lynne Hindley (Support workers) and Pam Bryan (Service Manager) receiving certificate following visit from the Food Standards Agency.

Member Penny with the Walton Lane Greenhouse

Member Pippa enjoying planting at Ellel Day Service.

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FOOTCARE SERVICE

This year, the team completed over 1600 Footcare appointments (in clinic and home visits) and received over 300 new referrals into service. We have maintained our ‘Good in all areas’ CQC rating.

Our fully trained, dedicated staff provide a high quality, professional nail cutting service which includes advice on how to improve and maintain general foot hygiene while also providing a reassuring check to deal with any potential foot care problems.

Our footcare pathway is in conjunction with Registered Podiatrists who complete an initial assessment on all new members to the service, as well as providing in depth annual training to all our footcare practitioners.

Our service aims to:

• Support customers to maintain general foot hygiene

• Reduce risk of falls

• Promote independence

• Reduce social isolation

Refer to other AUKL and external services where required.

Quotes from customers regarding the difference the service is making to them:

• I find it hard to bend down to cut my own nails, so it is good to have someone who can cut them regularly.

• The home service is vital to me now as I am due to have a hip replacement at the end of October, I am unable to bend to do my nails. It makes a lot of difference to my feet - it keeps them comfortable.

• Having my nails cut at home makes a huge difference to me. I don`t drive and have sciatica.

• I am thrilled with the service; it would be very difficult for my father to get to the clinic for various reasons.

• I have nothing but praise, I found the service by chance online. My nails are very thick and having them professionally cut is wonderful.

• It makes a big difference - I have had a hip replacement and can`t bend. I am also unable to see my feet properly.

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FOOTCARE SERVICE

West Lancs NHS podiatry is working closely with Age UK Lancashire foot care to provide a pathway for patients requiring footcare and nail cutting who have no underlying medical factors that would put their feet at risk. This scheme allows seamless transition for service users, discharged from NHS Podiatry to access Age UK Lancashire footcare without delay and is an invaluable service that not only promotes independent living, wellbeing and continued mobility of older people, it also contributes to the reduction of secondary care dependency and admissions to NHS podiatry. Continuous training and support are provided to keep skills and knowledge up to standard and ensure the provision of high-quality care in line with national guidance. Recently the service has undergone some changes, including accepting low risk diabetic patients, and to ensure an effective continual partnership between my NHS podiatry service and the Age UK Lancashire footcare service in West Lancs, extensive training has taken place which allows Age UK Lancashire foot care practitioners to undertake reassessments of their patients as well as carrying out treatment.

This training involved vascular and neurological assessment which included palpating foot pulses and testing for neuropathy using a monofilament as well as refreshing knowledge on foot and nail anatomy, foot/nail conditions, assessment of the foot, signs and symptoms of infection and diabetic foot risk levels.

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HOME HELP SERVICE

Age UK Lancashire’s ‘Home Help’ service offers bespoke and responsive assistance to older people across Lancashire who may need a helping hand with daily tasks. Promoting wellbeing and independence is our priority, our dedicated staff can provide a range of practical help that includes and goes beyond traditional cleaning and shopping services, by offering companionship and emotional support. We maintain consistent relationships with clients based on trust, through regular visits. We tailor our support to meet the unique needs and support the independence and happiness of our clients in their own homes which ensures peace of mind for both clients and their families.

“Not just a cleaning service”

We launched our ‘Home Help Hero of the Month’ award to recognise achievements of our dedicated team and we contributed to reducing our carbon footprint by increasing the number of customers signing up to digital invoices. We also helped customers improve their digital skills by referring into our Digital Navigator Service.

All our Home Helps are carefully selected, trained, and insured, offering a flexible range of assistance while also providing referrals to additional support services offered by Age UK Lancashire. The Home Help Service aims to enhance the quality of life for clients, building relationships and making a meaningful difference in their daily lives.

Reflecting on the last year:

From April 2023 to March 2024, we successfully delivered 37,167 hours practical support, an increase of 2% on the previous year. On average, we had around 74 Home Helps delivering a range of hours to each customer and the popularity of the service was evident. We saw a rise in demand for different elements of the service, much more than traditional cleaning tasks, reflecting the diversity of the offer. This included:

• Requests for support to keep on top of cleaning at home increased by 4.5%. Wellbeing visits increased by 4.9%

Requests for support with general errands rose by a significant 25.5%

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MEANINGFUL RELATIONSHIPS

Our team are matched carefully and build meaningful relationships based on trust. Our Home, Help Julie Smith, wrote this moving poem when one of her lovely clients sadly passed away…

I wrote this poem to say goodbye.

I don’t know how to say this only from the heart, such a genuine, humble lady right from the start.

The beaming smile upon your face, your ever grateful ways, seeing you each week truly brightened up my days.

You’d often forget what to say but I found it so rewarding helping you in that way.

Never did you moan, positive through and through. You was an inspiration a pleasure knowing you.

All lovely walks together, coffees by the shore, it breaks my heart, nothing there will be no more. RIP Jean my love, you really meant a lot, now it’s time to say goodbye, but you’ll never be forgot.

Lots of love Julie (Age UK Lancashire) and your friend

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Customer Story

Deryl, a widower who is 88 years young and has a diagnosis of dementia, was referred to the service by his daughter in 2023. Since the passing of his wife and his diagnosis of dementia, Deryl has found solace in the companionship and assistance provided by Kath, our dedicated Support at Home worker. Kath has been supporting Deryl, not only with household chores but also provides companionship, emotional support with trips out and chats. Kath’s support enabled Deryl to remain active and engaged.

Since having regular visits from his Home Help, Deryl has found solace in the companionship and assistance provided. Our dedicated Home Help Kath has been supporting Deryl not only with household chores but also provides companionship, emotional support, day trips out, and chats. Kath’s support enabled Deryl to remain active and engaged. Deryl has remained active and engaged with his local community and his family. He is supported in taking care of his home and says he feels he has someone who he can confide in, who has his best interests at heart.

“Kath really brightens up my week! She takes me to buy flowers, then takes me to the cemetery to visit my wife. She sometimes takes me to the barbers too. She is marvellous and a whizz when cleaning and taking care of my home but always makes time for a cup of tea and a good old chat with me, sometimes even a game of dominoes.”

Feedback about the service

Our Home Help, James Prescott, received this message from a customer’s daughter: "I would like to thank Age UK Lancs and especially Jim for the wonderful support they/he gave to my mum and dad. I hope this service continues to thrive as it is very much vital.

All my best wishes"

A happy family member:

“May I take this opportunity to tell you how much we value your Home help Service and especially Kath. She is wonderful, kind, trustworthy and a friendly person and has been a great support for myself and my dad. So much so that I don't think that I could have got through this year without her. She is a great companion and brightens up my dad's week which takes a load off my shoulders.”

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CONNECTING VETERANS IN THE COMMUNITY

Age UK Lancashire’s Connecting Older Veterans to their Local Communities’ project was launched in January 2023 to support vulnerable and isolated veterans in the county, funded by the Armed Forces Covenant Fund Trust. Our Outreach worker supports veterans across Lancashire and aims to introduce them to different organisations and opportunities and reduce any barriers such as transport or confidence which may prevent them from socialising or meeting with others.

Our Outreach Worker has over 32 years of experience within military service and various roles within the charity sector.

Since the project has launched, our Outreach Worker has engaged with over 2,700 veterans and delivered over 30 presentations to working professionals across the county. During the year we have received 250 referrals and connected veterans to a range of activities in their local community as well as offering practical support such as on benefits. Jaqui Collins, Gary Kniveton from the Bay Veterans' Association with Sergeant Richard Brock, D-Day war veteran from Lancaster

We are proud to have been awarded the bronze standard for the Employer Recognition scheme which acknowledges employers that provide exceptional support to the Armed Forces community and Defence by going above and beyond their covenant pledges.

Jaqui Collins, Gary Kniveton from the Bay Veterans' Association with Sergeant Richard Brock, D-Day war veteran from Lancaster - Top Left Image

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Reducing Loneliness and Isolation

JB is a 77-year-old Veteran living in Lancaster. He completed 22 years in the Royal Signals. After receiving support from Age UK Lancashire following a stay in hospital, JB was referred to our Veteran Outreach Worker.

Sadly, JB had recently lost his wife after 58 years of marriage, he had also lost his son 11 years previously and both bereavements had a huge impact on him.

Due to ongoing health conditions, his ability to get out and about had reduced, leaving him feeling more isolated.

JB was also struggling to apply for Attendance Allowance and with the appropriate referral from our Outreach worker, support was provided and the claim was successful.

To reduce isolation, our Outreach worker supported JB to attend the Veteran’s Breakfast Club in the local area. The introduction to like-minded people really helped and after successful introductions, transport was offered by another veteran so JB could continue to attend the club. JB has absolutely loved attending the social gatherings and this has really helped his wellbeing.

When I asked JB how it had been, he said “Absolutely fabulous, I can’t thank you enough. Brillo Pads, that’s what it is. Some people just do their job to the minimum and others, like you, do so much more. I really can’t thank you enough”.

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CONNECTING VETERANS IN THE COMMUNITY

Ian Culshaw, Lancashire and South Cumbria NHS Foundation Trust

I have known Jaqui for just over 12 months – and in that time Jacqui has been a frequent attender on the NHS Harri Bus, covering many areas of Lancashire. Jaqui’s support has been invaluable, especially in engaging with the public and giving out advice and essential information.

Jaqui’s expertise on the service of Veterans UK, has also helped educate me about the service, in particular what help and support is offered. Jaqui has a good network of many services and contacts and is always keen to share new ideas with me. This indeed has given me more opportunities to explore new venues for the Harri Bus.

Jaqui has a great attitude and is passionate in supporting veterans and all members of the public – always making sure each conversation really matters, giving people a good overall experience when they are visiting the Health Bus.

I truly value passionate and hardworking people like Jaqui in supporting me on our events in such a professional manner, making the bus a more positive place to visit and enhancing a reputation for helping people.

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DIGITAL SERVICES

Age UK Lancashire is commissioned by the NHS Lancashire and South Cumbria ICB to deliver Digital Inclusion Services across Lancashire. Open to anyone aged 18+, our aim is to help people improve health and overall wellbeing through digital means.

We can assist with helping people getting online to order prescriptions, make GP appointments and speaking to their doctor but we can also assist with video calls with friends and family, getting the most out of their Smart TV, online shopping and more. All assistance is given 1-2-1 in the client's own home and all support is completely free of charge

This year the focus was to build on our successes and identify ways we could enable more people to have the opportunity to be digitally included, rather than just assist those who already have the means to do so.

We have formed relationships with local and national partners to support those who may not have the ability to get online now. As part of a national Databank program, we can supply SIM Cards, completely free of charge, these SIM Cards are pre activated for 6 months and include calls, text and data allowances. We also have Loan Devices (Tablets and Phones) available for those who may be wishing to purchase their own but are unsure which product is most suitable for them.

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HOW WE HAVE HELPED

In 2023-2024, we received 440 referrals with 29 subsequent referrals i.e. clients referring themselves back to the service for further digital support. After gaining more confidence in using their devices, people are ready to explore the digital world more through the support of our team.

Top 3 referrers to Digital Inclusion: internal referrals, self-referrals, medical practices.

In 2023-2024, the project has supported 412 people to be more digitally confident and we have carried out 704 digital support sessions, with 622 of these sessions being carried out 1-2-1 in people’s homes.

Main topics covered during digital support sessions:

1. Device Basics/General Confidence

2. NHS App

3. Communication/Video Calling

4. Online Shopping

5. Accessibility

We have assisted 157 people to access the NHS App, allowing them to better manage their own health conditions online. NHS App requests made up 38% of referral requests in 23/24. Demand for assistance with the NHS App continues to grow, as we work in partnership with more local GP PCNs, allowing them to refer their client base directly to us.

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CONTINUING TO GROW

Eggcup Community Food Club reached out to Age UK Lancashire to see how we could help their customers with digital support. The cost-of-living crisis is making it more difficult for older and vulnerable people to get easy access to food and good quality meals. Eggcup chose Age UK Lancashire as a trusted organisation and is looking for Age UK Lancashire to support people to access online services and assist in the renewal/application process with bus passes or blue badges which are now almost all online.

New Additions

In November and December 2023, we welcomed Rian Eaton and Yulia Ikonnikova to the team. Rian is the new Digital Services Manager and comes from a background in I.T in the Health and Education sectors.

Yulia is the new Digital Services Administrator and volunteered with the organisation for 4 months before she took on this new role. Yulia comes from an educational background in her home country of Russia.

In one of the sessions, we supplied free Sim Cards to the membership. These Sim Cards come with free calls, texts and monthly data allowances. The members were so thankful that they could now surf the web, video call family and access emails without the need to purchase a data package or incur additional charges.

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HEALTH PARTNERSHIPS

As well as offering the service to the general public, we also seek out partnerships with health-based organisations in order to maximise our reach and increase the likelihood of positive health outcomes. We work with the organisations below so they can offer our services to their patients and refer into us directly.

Bay Medical Group Lancaster Medical Practice Ash Trees Surgery Blackpool North and Central ICBs Northwest Adaptive Technologies East Lancs Neuro Rehab Galloways Society for the Blind

Feedback

Working with the Digital Navigator, David was able to set up his NHS online account and App. Due to problems with his leg, David has regular contact with his local medical centre and the digital service has enabled him to make contact with them more easily.

David said of the service provided by the Digital Inclusion Team: “The service was excellent. It has given me a broader understanding of what to do and how to do it.”

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HOSPITAL AFTERCARE

Customer Story

Scan the QR code to hear Marsden’s Story and why he described Age UK Lancashire as “So helpful and caring, always there”.

The Hospital Aftercare Service is available to adults in Lancashire aged 18+ who need care and support following a hospital stay, illness or significant life event. The service provides low level practical and emotional support to help people remain independent and out of hospital. The service forms part of Intermediate Care which is a range of integrated services and supports the promotion of independence and faster recovery from illness. This requires working in partnership with other Intermediate Care Services to deliver the best form of care and support to the Individual.

Insights into who uses our service

Of individuals using The Hospital Aftercare Service over 63% live alone, 77% of those accessing the service were aged 65+ and were living with medical conditions affecting their mobility and other diagnoses including Hypertension, Arthritis, Chronic Obstructive Pulmonary Disease (COPD), Diabetes, Cancer, Heart Failure and Stroke. We identified over 650 unpaid carers and supported them to find or register with local carer support groups or organisations in their area. 71% of individuals we assessed reported an improvement in their Wellbeing after using the service, in addition, we were able to assist in prescription collections, meal preparation and shopping to promote independence in the short term to support and promote recovery from illness or injury.

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A year of increasing demand

Throughout April 2023 to March 2024, the Hospital Aftercare teams across Lancashire received more than 13,000 referrals, up by 8% on the previous annual period. The number of contacts made with individuals rose by 9% to over 66,400. 38% of contact was face to face with individuals with 16400+ visits in their homes and over 6400 ward visits whilst they were in hospital. We saw a significant rise of 40% in demand for welfare visits to ensure individuals were safe and well following discharge from hospital or illness and completed 3,000 visits of this nature.

With staff located at hospitals all over Lancashire, we are able to respond quickly to requests for support and on average it took 30 minutes from accepting an urgent referral, to our team having contact with the client on the hospital ward, in their home or an appointment made to visit them. We liaised with other professionals on behalf of service users in more than 7,600 cases, this increased by 44% on last year, reflecting the complexity of presenting needs and the level of integration of the service within a wide range of health and social care settings.

We gave advice, emotional support and provided information about topical health interventions such as falls prevention in over 14,100 cases, up by 15% since last year.

In October 2023, the service was subject to procurement by Lancashire County Council following successful inclusion onto their Pseudo Dynamic Purchasing System (PDPS). After, many hours of writing the submission and discussions with the delivery teams, we were extremely pleased to be notified in January, that we had been successful in all lots. The contract will now run continuously for 3 years with a potential extension of a further 4 years after that period.

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What people said about the service

Service Coordinator, Lindsay

“Coming to work is not just a job, I love my job and the satisfaction it gives me makes it all worthwhile. I have the best job in the world!”

Central Lancashire service user

“I have been treated with respect and the Wellbeing worker was friendly and helpful. Without Age UK [Lancashire],we wouldn't have known about being able to get things prescribed and save so much money, with everything costing so much it is hard.”

Jane Kitchen, Operational Lead for Discharge - Lancashire Teaching Hospital Trust

“I’m in awe of the number of calls that the staff make to patients… what a ‘safety net’ the service is.”

Wellbeing Worker, Tracy

“I love my job and making a difference to people’s lives”

Tony McDonald, Executive Director of Integrated Care, Partnerships and Resilience, East Lancashire Hospitals NHS Trust

“We are truly lucky to have you as part of our community service offer to our patients and their families and incredibly grateful for all your support, efforts and commitment. Please do pass on our thanks and appreciation to your colleagues.”

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RETAIL

The Retail team’s primary focus is to increase unrestricted income to support the provision of charitable activities.

Retail ended the financial year with an income of £694k.

The annual income target was ambitious and fell short by £50k. This was mainly down to having to close one of our premises for 6 months due to a health and safety concern that we raised and had to close the shop until the relevant remedial works were completed. This resulted in a drop in income of £46k compared to the previous year.

However, it was pleasing to see overall growth on 2022/23 of £37k.

New Managers in Oswaldtwistle and Bamber Bridge shops have been transformative and these shops grew their sales by £19k and £8k respectively. Additional trading days to 5 days a week from 4 days in Accrington shop also proved successful producing additional sales of £15k.

Disappointingly, increasing operating and staffing costs have negatively impacted on the contribution made towards central costs.

Gift Aid

We have seen continuing success of our focus to drive Gift Aid sales and achieved £32.6k of additional income via this process of HMRC tax rebate.

This represents a 23% conversion of donated goods, up by 6% on the previous year and surpassing our target of 21%.

Bought in Goods (BIG)

Sales from new goods have continued to improve with a more diverse product range and more efficient management of stock. More regular deliveries, a better stock system has supported sales of £27k, which represents a 100% increase on the previous year.

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MORE THAN A SHOP

#morethanashop – we are inclusion advocates

We have grow our volunteer team to over 100 regular supporters. Our volunteers range in age and diversity with some of our volunteers requiring additional support from our team and their carers’. We bring everyone together, appreciating the invaluable support they provide to retail’s day-to-day activity. Volunteers have varied reasons for supporting us but the main ones are to meet other people and provide a purpose for their days. We help to tackle loneliness and to build people’s confidence and create a friendly social atmosphere. We have also piloted working with a local charity “Creativity Works” who support young people to gain employment and have had two successful placements and hope to see this continue into the new financial year.

#morethanashop – we are community

In many cases, our shops are at the heart of the community where customers feel welcome and pop in weekly if not daily. We provide a warm welcome to all and are the face of Age UK Lancashire on the high street, promoting and referring customers to the services we offer.

We have also supported local initiatives such as hedgehog rescue and dog charities where we provide linens for animal bedding.

We have worked closely with our colleagues in our Hospital Aftercare Service and have been able to donate from our shops, clothes and essential items for those who have been discharged from hospital with hardly any or no possessions of their own.

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MORE THAN A SHOP

#morethanashop – we are landfill deflectors

With sustainability a high-profile issue, we are proud to say that last year we saved more than 64,500kg of unwanted clothing, bric a bac and books from landfill and also raised £24k from selling unwanted items to our RAG merchant, who export the clothing overseas. This brings in additional income and supports our social values and responsibility.

#morethanashop – we are sustainable fashion pioneers

We love the pre-loved! We follow the mantra Re-Use, Reduce, Recycle! Shopping in a charity shop no longer has the stigma that it once held. It’s now cool to wear ‘Vintage’. Younger people are embracing the socially ethical way to shop and save money and it’s no longer the domain of the older generation. This broadening of our customer base will secure a positive future for Age UK Lancashire.

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BUSINESS DEVELOPMENT & FUNDRAISING

By the end of this year, we were delighted to already have met one of the main targets of our 2022-25 strategy by exceeding £5m turnover (£5.27m). This was one of the recommendations from the fundraising consultant from Moore Smith Kingston funded by a grant from Dunhill Medical Trust, “Age UK Lancashire needs to increase turnover to £5m or more to help it to move from the ‘Goldilocks Zone’ and to benefit from economies of scale”. On the whole, this has been a very successful year for business development and fundraising.

We were absolutely thrilled to win the Lancashire County Council Short Term Help and Support re-tender in January 2024, securing our provision countywide and we look forward to delivering the newly named Living Well Support Service for a number of years to come.

Being nominated as charity of the year 2024 by Eric Wright Trust as part of which we received £25,000. This will be used to extend the funding of our Good Day Calls Service in 2024.

We recognise the potential of working with the Integrated Care System (ICS) and are establishing robust working relationships with commissioners, so we are ready for future opportunities.

Contracts continue to make up almost half of our income, with charged for services, grants and retail income making up a significant part of the rest. Although legacies, donations and fundraising only currently make-up about 3% of our income, these sources provide vital, unrestricted income to support some of our core services.

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INDIVIDUAL GIVING & LEGACIES

Despite the cost-of-living crisis, our income from donations has been solid this year, boosted by a major donation of £15,000 from the employees of Clearwater International which was gratefully received.

This donation, like many of the others that we receive, was in response to the extensive support that we had given one of the employee’s relatives and clearly illustrates our impact on local families.

Our Will Writing Services have really taken off this year and continue to be popular with clients and the general public alike. We have welcomed more solicitors on board this year and continue to increase our coverage of the county.

Our existing solicitor partners have been flexible in their way of working and many are happy to offer home or telephone appointments which has helped support those who aren’t able to leave the house.

Legacies to Age UK Lancashire and legacy grants raised £82,916 during the year, donations brought in £40,381 and donations specifically through the Will writing surgeries raised £8,275.

Our intention in the year ahead is to continue our stewardship with donors with a view to encouraging regular giving and gifts in Wills wherever possible. We are looking forward to running our first legacy event in October.

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Grant Funding

We continue to benefit from our investment in a Business Development Manager with 23 bids being submitted during the year, of which 14 were successful, bringing in a total of £565,987 in new grant income.

We maintained a success rate of over 60% during 2023-24 and this new funding enabled us to establish and sustain several services and included:

• A further £30,000 from the Headley Trust (part of the Sainsbury’s family) to support our Information & Advice service.

• Continuation of our partnership with Electricity North West limited to promote sign-ups to the Extra Care Register by vulnerable older people.

• £43,112 from the Community Organisations Cost of Living Fund (Department for Culture, Media, and Sport) to support our Customer Service Telephone Line.

• £71,000 to establish specialist support groups for people living with mental health conditions in East Lancashire.

• £49,993 from Age UK to establish a new partnership to support people newly diagnosed with Parkinson’s Disease, working with the lead Neurology consultant, Professor Chhetri and the Parkinson’s Nurses at Royal Preston Infirmary.

During the coming year, our priority is to apply for grants to consolidate and sustain our current provision, including:

• Good Day Calls

• Parkinson’s Disease support

• Dementia

• Veterans

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CORPORATE FUNDRAISING

We took the difficult decision to cease our dedicated corporate fundraising at the end of this year to focus more on individual giving. Despite best efforts, we had found it difficult to raise the levels of income we hoped for from local businesses who are themselves struggling with costof-living pressures.

Our Corporate fundraising brought in £18,827 income this year.

Fundraising Events

We ran our first Crowdfunder in November and December 2023 for our winter fundraiser #MoreThanACall, and we were very pleased with the outcome of this because of the funds raised on the platform (£3,000+) and the increased profile exposure with both partners and donors. Based on this success we intend to use Crowdfunder as the platform for our next Canoe Challenge.

A number of public events supported by local businesses and members of the public have both helped to raise funds and our profile. These included our Cross Bay Walk in April 2023, Fashion Show in September, Sleepout in November and Christmas tree recycling in January 2024. We are proud that the trees we collect benefit the banks of the River Ribble, creating wildlife habitats.

We have moved our canoe challenge to May 2024 to hopefully benefit from the improved weather and to attract more participants. Plans for the event are well under way. In future, we plan to focus on two major fundraising events per year to boost brand visibility and revenue, with a number of smaller events running periodically.

In the year ahead, we will be working more closely with Age UK national and other brand partners on a number of fundraising initiatives which will directly benefit local older people.

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COMMUNITY ENGAGEMENT

During 2023-24, our Community Engagement Manager delivered face-to-face talks with community and NHS support groups as well as attending Health and Wellbeing events across the county. They specifically promoted our NHS funded Digital Inclusion Service and delivered educational talks on scams avoidance and the one-on-one support available through our Age UK funded Scams Awareness Service.

Following the success of the previous year’s winter resilience campaign with Lancashire Fire and Rescue and Electricity Northwest Limited, we received increased funding to encourage older people to sign up to the Priority Services Register. Working closely with the relevant support workers, they reached in excess of 1500 individuals in the community and with the support of front-line staff, we are on target to reach 5,000 new signatories by October 2024. This in turn has led to an extension of funding for 2024-25. Our Community Engagement Manager played a crucial role in supporting the Dementia Team. They co-led the Bay Information and Carnforth Memory Groups alongside local NHS staff, providing vital assistance to individuals living with dementia and their caregivers. They also took responsibility for launching and developing a Wyre Council funded Carers Group in Garstang.

Over the summer months they led Hydration Awareness campaign on behalf of the NHS Continuous Improvement Team to encourage people to drink more water during the day to reduce the risks of the negative impacts of dehydration such as strokes, confusion and Urinary Tract Infections.

The Manager also continued to support Older People's Friends and Forums Groups and represented Age UK Lancashire at Integrated Care Community and Positive Ageing meetings.

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RETIREMENT PLANNING

Our Retirement Planning Workshops continued to attract interest from across England and Wales and this year raised £13,121 in unrestricted income for the charity. We delivered a combination of virtual and face to face early, mid and late careers workshops to 8 different organisations reaching over 190 participants. In response to requests from a very large firm of solicitors, we developed a bespoke one-hour change management workshop which was delivered as a webinar and a financial planning webinar is booked for September.

Our responsiveness to feedback and our ability to adapt the workshops to the needs of clients has led to multiple repeat bookings from organisations including the National Nuclear Laboratories, Suzuki and Barnet Homes during 2023 and for 2024 and we are receiving new business enquiries as a result of recommendations.

Marketing, Social Media and Storytelling

Raising the brand awareness of the charity continues to be a high priority, through a multi-channel approach including digital, print advertisement, email marketing and local and regional media outlets including radio.

We are committed to sharing stories about the impact of Age UK Lancashire on the lives of local older people, bringing our work to life through the voices of the people who we support and their carers.

Outsourcing our SEO to ensure that we effectively spend our Google Ads grants continues to make a huge impact with generating users to our website and promoting specific campaigns and information.

Social media plays an increasingly important role and we continue to promote and update information for our customers across Facebook, Twitter, Instagram and Linked In.

Our Mailchimp subscribers continue to increase and we are gradually improving our processes for growing our subscribers. We continue to send out our newsletter regularly to keep clients, customers and carers up to date.

In the year ahead we intend to:

• Develop more strategic marketing campaigns to raise awareness of specific services and activities.

· Increase our Mailchimp subscribers to ensure that as many local people as possible are receiving our newsletter and are kept up to date with our services and activities.

• Gradually move away from using Hootsuite to increase our reach.

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OUR PEOPLE & VALUES

Our People & Volunteers

Throughout the year, the charity employed an average of 242 employees, with 57 employed full time, 103 employed part time and 82 working on flexible / casual contracts.

The flexible working options we provide as an organisation, as well as the diverse range of roles on offer, enable us to employ individuals such as those with caring responsibilities and those who may need to work around other life commitments.

Throughout the year, we have seen volunteers successfully securing paid employment with us, an increase in colleagues returning to Age UK Lancashire as an employer, and an increase in internal promotions and colleagues moving between services.

As an employer, we are proud that we have a large number of older people working for us, recognising the value and contribution made, we provide opportunities to those who are often excluded from the labour market or find it difficult to gain employment. 22% of our colleagues are over the age of 60, and 5 of our colleagues are over the age of 70.

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Volunteers

During the year, the workforce and capacity of our charity was significantly boosted by an average of 105 active volunteers dedicating approximately 500 hours per week of their time and skills, this resulted in an additional 26,000 hours of capacity for our services.

Based on the National Living Wage, we estimate that the financial contribution of these hours is around £312,000. While the majority volunteer within our Retail team, we have volunteers supporting our Day Services, our I&A team, our Support At Home team, Dementia Services, Digital Inclusion and Fundraising. We are hugely grateful for the support of our volunteers and the value that they add to our services.

Celebrating Our Colleagues & Volunteers

The red, white and blue themed Celebration event (in honour of the Kings coronation) hosted at Mytton Fold in May gave our colleagues from across the county a rare opportunity to gather together. Our teams created ‘A Day In the Life Of’ videos demonstrating all that is achieved in our services and we had an opportunity to learn a little more about Dementia with an interactive session delivered by our own Dementia Services colleagues.

Our organisation was treated to an incredible talk by writer and activist, Wendy Mitchell, author of One Last Thing and Somebody I Used To Know. This was the second occasion Wendy has spent time with our colleagues, sharing her experiences of living positively with dementia. Always popular, engaging and inspiring, Wendy shared the story of her final fundraising adventure, the London Landmarks skyscraper challenge, read excerpts from her final book, One Last Thing and shared the stories behind the book with us. Sadly, Wendy died on 22nd February 2024, we will fondly remember Wendy for her determination, humour, compassion and dedication to helping others.

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Volunteer Awards

We recognised the incredible work and dedication of our volunteers through our volunteers awards. This year there were 3 winners:

Tom – Day Services volunteer

•Tom is so hard working and very down to earth with the customers, he’ll muck in and go above and beyond in his duties as a volunteer, everyone needs someone like him in their team.

•He consistently stands out as a very special individual, volunteering 2-3 times per week.He brings with him a wealth of lived experience and compassion, using his skills to make customers feel valued, spending time with them on a 1:1 basis or helping them get involved in activities.

•Tom’s described as a fantastic ambassador for Age UK Lancashire and the team are grateful and proud to have him in their team.

Lindsay – Retail volunteer

•While only starting as a volunteer quite recently, Lindsay has made a significant impression already with longstanding volunteers looking to her for support and direction.

•She’s increased sales and maintained morale whilst a new manager was being recruited. Other volunteers only ever have positive things to say about her and hold her in high regard.

•She’s hardworking, shows initiative and is a great asset to the shop, her team and Age UK Lancashire – if only there were more of her!

Our Vivien Mumford Award For Volunteering went to John, a Retail Volunteer

•John is the most willing volunteer, is always happy to help at short notice. He’s a happy chap and always participates cheerfully in anything that we ask him to do.

•On the days that he’s not volunteering, he’ll usually pop his head in to see if the team need any help with anything.

•Recently a volunteer from further away (a 45 min bus ride) was unwell which would have left our van driver without enough support to do furniture deliveries and there was a strong possibility that we would have to cancel some jobs – he immediately jumped on a bus and arrived an hour later – all the jobs got done – happy donors and happy customers!

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OUR CULTURE & VALUES

Our Annual Colleague Survey for 2023 was completed by 77% of our colleagues, while this was a lower level of engagement than 2022, we achieved higher levels of qualitative feedback with more colleagues than before sharing views, opinions, feedback and suggestions, as opposed to simply answering the multiple-choice elements.

Our ‘colleague engagement’ score 90% with colleagues saying they either ‘strongly agreed’ or ‘agreed’ with statements including ‘I enjoy my job’, ‘I intend to be working here in a years time,’ ‘I’m proud to work here’ and ‘I would recommend Age UK Lancashire as an employer to friends and family’.

Being of the older generation myself, I’ve had quite a few employers over the years. In my opinion, Age UK Lancashire is probably the best and most caring employer I’ve had.”

We are very lucky that we have such a good manager who values each and every one of us and empowers us to give the best level of care we can and promotes the AUKL values.”

We had a Reward & Recognition section within our 2023 Colleague Survey that asked questions about the benefits we currently offer, what other benefits our colleagues would like to see and ranked the importance to our colleagues of benefits. In response to feedback given in the survey, we have agreed and are trialling in 2024, additional discretionary annual leave being given during the December company shut down period.

As always we shared our ‘You said, we did’ with the organisation that highlighted the key themes that came through in the feedback and what actions we have already taken, what actions would be taken and when things couldn’t be changed, we gave an explanation as to why.

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Reward and Recognition

We committed to and delivered external and internal benchmarking for all our roles in late 2023, resulting in all pay levels for roles now aligning to the mid-point for the benchmark. As part of the benchmarking process, we have completed a benefits review and this has generated focus areas for consideration for 2024 and 2025.

In early 2023, we launched a Salary Exchange Pension scheme provision for all eligible colleagues and will continue to review our pension provision in 24/25.

Developing Our Colleagues

Through 2023 and into 2024, we continued to deliver our Corporate Induction Day for new starters to ensure that while working across the county of Lancashire and in different services, we are bringing those new to our organisation together.

We delivered learning and development sessions through our general managers team meetings to focus on Diversity, Equity and Inclusion (DEI), delivering quality one to ones and understanding the importance of record keeping. Alongside our comprehensive online learning programme, our colleagues had the opportunity to participate in Cyber Security Training hosted by Age UK National, Dementia Awareness training provided by our own Dementia Services team and Mental Health and Resilience training delivered by Talking Therapies.

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Diversity, Equity & Inclusion (DE&I)

DE&I is deeply important to Age UK Lancashire, alongside championing DE&I for older people, we are committed to valuing diversity and difference in our colleagues, creating an inclusive working environment where people feel free to be their whole selves.

We formed a DE&I working group in early 2024 with colleagues from across the charity and the first meeting focussed on our current provision around EDI, how we could enhance our inclusivity as an employer, understanding social location, the challenges around data collection for EDI and understanding why diversity, equity and inclusion is important for both our colleagues and clients.

Embracing Digital Ways of Working

We have continued to look for ways to digitise the processes around People and Payroll, this has included using Microsoft Forms to replace word documents, looking for options for digital contract signatures, creating forms within our UKG system and enabling self service for simple processes such as personal details changes.

We moved all volunteer records onto UKG to minimise the manual recording and storing of data, volunteer new starter and leavers forms were created in MS Forms, removing the dependency on paper forms. We will be continuing the review of volunteer recruitment and onboarding process in 2024/2025.

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OUR FINANCES

We strengthened our finance team in August 2023 with the recruitment of an AAT level 4 qualified Finance Team Lead. Training from Age UK events, external sources and team meetings led to improved knowledge and experience throughout the finance team.

We continued our review and improvement of finance processes and procedures throughout the year. We’ve improved forms, enhanced approval routes and communication channels to finance.

We produced timely and accurate management accounts each month end and all statutory returns were completed by the appropriate deadlines. We developed our use of Jet reporting to share detailed monthly project management accounts and payroll reports with budget managers and Heads of Service. We involved more colleagues than ever before this year in setting the budget for 2024-25.

Whilst we did not meet our cash reserves KPI target during the year due to delays in payment on one contract this stabilised by the year end, and we met the target in quarters 3 and 4. Our cash flow modelling continues to be developed.

We closely managed debt, improved our invoicing and saved costs and considerable time by outsourcing our printing and maximising the documents we send by email. We resolved historic queries on utility billing and spot income.

We developed colleagues finance knowledge via GMT, Induction Days and Workplace. We held deep dives into services and introduced Finance Drop In sessions.

Throughout the year we processed 186,269 transactions, took 4,268 calls and increased the percentage of charged for customer invoices paid by Direct Debit from 62% to 70%.

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OUR FINANCES

During 2023/24 we revised our reserves strategy, which we’ve reported our 31st March 24 reserves against. This was approved at our May 2024 Finance and Risk Committee. We continuously manage our reserves closely including cash and investments to maximise opportunities, interest earnt and minimise risk.

We achieved a clean audit of our 2022/23 and 2023/24 accounts. We improved the finance bid model template and worked closer than ever with Business Development in preparing bids throughout the year to ensure we remain sustainable.

For the period ended 31 March 2024 we adopted a voluntary change in accounting policy with respect to the recognition of donated items of stock. Previously we recognised donated items of stock at fair value. Reflecting our prudent approach we have moved to not recognising the value of donated items of stock until they are sold. This is explained further in note 2 of the financial statements.

Many of our previous priorities continue into 2024/25 as we build upon the solid foundations we have developed in the past two years. We will focus on continuing to build relationships and business partner across all Age UK Lancashire teams to inform decision making and closely manage the resources available to us.

Statement as to Disclosure of Information to Auditors

So far as the Trustees are aware, there is no relevant information of which the charity’s auditors are unaware, and each Trustee has taken all the steps that they ought to have taken as a trustee in order to make them aware of any information and to establish that the charity’s auditors are aware of that. Our accounts are prepared on a going concern basis of accounting. Having reviewed our financial position and performance including our cashflow, budgets & Forecasts, our commitments, our reserves, our risk management and future plans and strategy. The trustees are of the opinion that the charity remains a going concern.

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Reserves, Finance Review and Investments

We made a surplus in the year of £159,417 (2023 surplus of £111,605 restated). The charity’s subsidiary trading company was dormant during the year. The previous compensatory payments from Age UK of £68,695 ceased in year end March 2023.

Age UK Lancashire retains a reserves policy which is monitored throughout the year and formally reviewed on an annual basis by the Board of Trustees. The reserves we hold mean we can protect ourselves in the event of a sudden or unexpected drop in income and ensure we can take advantage of opportunities to invest or expand, should they arise.

The funds in our reserves amounted to £1,625,644. This amount includes £273,522 of endowment funds, £125,400 of restricted funds allocated for specific projects and £265,000 of designated reserves.

Our reserves policy requires minimum levels of cash and investments to cover between 2.5 to 4.5 months of forecasted operational cash outflows. As at 31 st March 2024 our managed cash and investments total £1,246,877 and are within the set range as illustrated in the chart below.

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INVESTMENTS

In 2023 the Trustees developed an investment policy and strategy to support their decision to invest £250,000 of surplus cash to ensure that it was bringing in additional income for the charity and making the most of our available resources. Our main objective with these investments is to out-perform the available bank interest rates. The Trustees discussed their risk appetite (low) for the investments and their ethical and environmental considerations adopting an ethical portfolio.

We hold the £250,000 invested as a designated reserve. At year end 31st March 2024 these listed investments were valued at £262,479. We received £6,242 of dividend income, £395 interest and incurred £4,271 of investment advice fees in the financial year.

Our Financial Adviser (Equity & General) and Discretionary Fund Manager (Investec) attend our Finance, Audit & Risk Committee every 6- months to discuss the investments, review performance and to answer questions that the Trustees have.

Cash Management

We continue to utilise the Flagstone platform for cash management, to ensure we achieve the best interest rates for our surplus cash and to maximise our FSCS protection. We achieved 73% FSCS protection of our cash on average across the financial year.

We generated £21,225 interest net of fees throughout the financial year via our cash management (£6,294 in 22/23). We negotiated a higher interest rate with our bank for cash held for working capital to fund monthly outgoing expenditure of payroll, expenses and supplier payments.

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Docusign Envelope ID: 32D238A8-049A-4105-A377-8D90F4D2658D

THE ENVIRONMENT

Age UK Lancashire are committed to minimising our impact on the environment. We have an environmental policy with key aims and we monitor our adherence to it. Aims within the policy include;

• We require that all colleagues work in a way that minimises their impact on the environment

• We will maintain only relevant documents & files for storage, minimising the retention in the cloud of old data

• We ensure that smartphones and other equipment are replaced only when necessary, reducing our carbon footprint. Keeping a smartphone for 3.5 years and not the average 2.5yrs (40% of its lifetime) makes a 25% saving on carbon footprint.

• We recycle our hardware and avoid it going into landfill.

• Where we provide food at events, these are generally catered fully vegetarian.

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Docusign Envelope ID: 32D238A8-049A-4105-A377-8D90F4D2658D

OUR FUTURE PLANS

We have identified the following areas as priorities for 24/25;

People

• Reward Strategy – following the benchmarking of benefits, review our pensions provider and contribution levels, and trial a discretionary increase in annual leave.

• DE&I – continue working group meetings to shape a plan for enhancing DE&I to include, training and an updated DEI survey and data collection

• HR basics – undertake a review of the essential compliance areas such as annual document provision, creating tools to support managers to maintain ongoing.

• L&D – Increase training support for digital skills, mental and emotional wellbeing, and management skills.

• Volunteers – Review the recruitment, onboarding, training procedures and processes.

• Digital processes – Continue to develop digital tools to aid recruitment processes.

• Increase resource to meet demands of the business within the People & Payroll team.

Operations

• Embed digital solutions across Teams

• Continue to improve reporting from 0300 to support service improvement and identify gaps in provision

• Increase our customer reach

• Continue to develop our internal reporting capabilities

• Expand our Dementia service offer

• Reduce paper by utilising online solutions for recording customer information

• Continue to improve and evidence positive outcomes for our customers

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Docusign Envelope ID: 32D238A8-049A-4105-A377-8D90F4D2658D

OUR FUTURE PLANS

Finance

• Continue to train and develop the finance team.

• Continue to build relationships and business partner across teams to inform decision making.

• Continue to streamline processes and further develop our financial reporting.

• Build upon the budget/forecasting work carried out in 23/24.

• Manage reserves to maximise opportunities and minimise risk.

• Continue to utilise and maximise investment opportunities.

Business Development & Fundraising

• Increase our number of regular givers and encourage more donors to leave us a gift in their Will.

• Build on the relationships that we have established with the ICS and other commissioning bodies, so we are ready for future opportunities.

• Continue to secure grants and contracts that support our core areas of work.

• Explore new areas of fundraising including payroll giving and the potential of joint campaigns with the Age UK network.

• We will continue to expand our external training offer, particularly through delivery of our Retirement Planning workshops.

• Continue to embed a storytelling culture across the charity to clearly show the link between the needs of older people in Lancashire and how Age UK Lancashire is meeting those needs.

• We will introduce a more strategic approach to our social media campaigns, allowing us to more effectively track their impact and reach.

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Docusign Envelope ID: 32D238A8-049A-4105-A377-8D90F4D2658D

OUR FUTURE PLANS

IT, Digital & Artificial Intelligence

A constantly evolving digital and IT landscape offers us both challenges and opportunities.

We have invested in a new finance package and a new system for our management of people and their data, both which come at significant cost financially, as well as the resources required to implement and develop them.

We have benefitted from the introduction of Office365 and our move to the cloud and a new outsourced IT & support company (Qlic).

All of the above developments are positive and support efficiency across the charity but they of course, add cost to our bottom line (and not all funders want to cover full cost recovery), which remains a challenge.

Not all of our staff are as IT literate as we would like and we carried out a detailed audit and analysis of this and have put appropriate training and support in place.

We continue to learn about the challenges and benefits from Artificial Intelligence and have introduced a policy for its use.

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Docusign Envelope ID: 32D238A8-049A-4105-A377-8D90F4D2658D

ADMINISTRATIVE INFORMATION

Trustees

Victoria Buyer (Chair) Catherine Wilkinson (Treasurer) Susan Ferm Clare Barlow Jean-Bruno Villette Adil Patel Julie Gonda Anthony Pounder Graham McConnell Julie Haywood (appointed 12.04.24) Anne Laver (appointed 07.03.24) Amrita Govindji-Bruce (appointed 10.07.23, resigned 19.03.24)

Co-opted Members Zoe Fleming Chief Executive Teri Stephenson

Senior Management Team Alison Read – Director of Partnerships & Growth Donna Studholme – Director of Operations Cheryl Speak – Director of People & Organisational Development Cath Molyneux – Director of Finance

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Docusign Envelope ID: 32D238A8-049A-4105-A377-8D90F4D2658D

ADMINISTRATIVE INFORMATION

Principal Charity Office

Solicitors

Wellbeing Centre Napthens Moorgate 7 Winckley Square Ormskirk Preston L39 4RY PR1 3JD

Registered Charity Number:

1142294

Registered Company Number:

072000267

Investment Advisers

Equity & General 2 Charterhouse Mews London EC1M 6BB

Auditors

Royce Peeling Green Limited The Copper Room Deva City Office Park Trinity Way Manchester M3 7BG

This report was approved by Trustees on 21st November 2024 and signed on their behalf by Catherine Wilkinson (Treasurer)

Bankers

03 December 2024

Lloyds Merchant Court 2-12 Lord Street Liverpool

L2 1TS

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Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D .T AUDITOR'S REPORT TO THE MEMBERS OF AGE UK LANCASHIRE Oplnlon We h8ve audited th& financial $ts18menls of Age UK Lant2shire Ilhe 'charity'l for the year Ènded 31 March 2024 ich cotnprise Ihe staletnenl of financial activities. Ihe balance she81. Ihe slaletnent of cash fiows and noles lo fnancial slalemenls. Induding si9nificgnl accounting tK)licies. The fin8ncial reporting fvarnev￿￿ th81 has been in th&ir prtrparaiion is applicable law and Uniied Kingdom Aceounliw Standard$. including Financi￿ RewrtiNJ Stsndard 102 The Reporting St8n¢18rd applt¢able in Ihfy UK 8nd ol Irel8n¢l Iunited King¢Jom Generally Accepied Accountin9 Praciicel. In ojrop1ni￿. Ih8 financial statemènl8.' give a Irue and fair vi8woflh? slate of the Chan￿ble company's affairs as at 31 March 2024 and of 118 incoftg resourr5 and application ol resource5. indudiry ils income and exppndilure. for the year Ih8n e￿ed,. have been txoperfy prepared in acc(Kdance Uniled KiTrJdom GenerallyAc(wled Att￿ntIng Prnclice.. and hgve t••n prepared in accordance ilh the roquirornenls of Ihg Ccrfnpani95Act 2006. Ba818 for oplnlon We conduct￿1 our 3￿rt in accordance wlh InleTnalK)nal Standards on Auditing IUKI IISAs IUKII and applKable law. Our respon&bililK8S under those $tsndards are furthw de8cdbed In the Audrfofs r8sponsithMts$ for Ihe 8udil ol Ihe financial stalefflenls s￿tion of our report. We are indeperKlenl of the charity in accordan￿ with Ihe elhitAI reqU￿rernents that are rele¥¥ntlowr¥uditotlhe financial sl8lements in the UK. Incknoing Ihe FRC'S Eth￿al Stsndard. and we havé fulfilled c￿[ Olher èlhKal rtrsK>onsibilibts in a¢cord8n¢8 with Ihtsè requi￿Ments. We behave thai th& audit 8Vh1ence we have oblained is sufficient and appropriale lo provide a basis for wr opinion. Concluslons rolatfjng to golng ¢on¢em In auditing the financial stal8fflenls. have ¢on¢lutl¢d IhaiuKtknJ$to0$'ys• of th• ¢¢n¢•m b8$i$ of•¢¢ountffig In the prepara￿On of the financkil stalemenis 8pprepnale. Based on the work we have performed. we hav8 rol Idenlffied any mater￿1 uncertainlies relalino to 8¥8nls corKlilK)n5 thai. individually or thleGlively. fflay Gasl $i9nilicanl doubl on ¢harity'$ ability lo wnlinvg a$ g 90ty cortem fu a penod olal least iwelve monihs from ¥then Ihe financial stalernenls are aulhorwd lor issue. c￿ re5poThgbilrtie5 and Ihe resp￿51b11itles of the Iluslees wilh respect to 9tyng cO￿rn 8re ¢Jescribed inlhe re￿vant 88Ctb)n8 of this report. Other infonnation The other Informal￿n cornpd5es ihe infomiabon Included in the annual rewrt elherlh8n the fiTr8ncial slatemenls ouryudilorfs repori thereon. The lrnslee5 are reswnsible for the other inlonnalion contained within Ihe annual repyt. Our opinion ty) the fjnancial $18iements does nol cover ihe Other Infoftnaiion and. except 10 th8 exleni ￿h8￿se eX￿￿111Y ststed in our r&port. do not &xpress any form of assur8nce o)n¢lu$ion Iharaon. Our resw)sibilily is read Iho Ot￿r inlormatw 8n¢. In doing so. con5i¢er whglher the other Inlormalion Is rn81grially inconsislenl wilh ihe financKal $iaiÈm8nts or our kn(Aledgp obiaintd in course of Iht audit. or olhprwise appears 10 ￿ materialty misstated. If we Idenbfy such material ino)nsislen¢ies or apparent material missl8lemenls. we are required lo debrmine %vhelher Ihis gives rise to 8 ma￿TraI missialem6nl in Ihe finanoal slalemenls themselv65. If. based on lh8 work wo have performeil. w9 condude Ihal there a malerial mis51Hlem8nl ol Ihis Qlher inforrnalion. we are requirtd to report th81 fact. We have ￿thirVa lo report in this ward. Opinions on other matttr8 preseribed by the Companitrs Act 2006 In our opinion, based the work undertaken in the course of wr audit.. the inforfflalion givon in the Iru51ee5' reporiforthe financial yearf¢y¥Yhith Iho fiMn¢ial$tstsments ar0 prepar￿, which Indudes Ihe direclors. report prepared ts Ihe purposes ol company igw. is conys18nl wilh ¢he financial slalernents." and Iha dif8¢tLYs' r8p)rt induded wiihin Iha Iru$ts8s' report bas b8en ￿epared in accordanc* with apK4Kabl8 Wl r8quirémenls. P77

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D NCASHIRE INDEPENDENT AUDITOR'S REPORT (CONTINUED} TO THE MEMBERS OFAGE UK LANCASHIRE Matters on whlch we ar8 r8qulrvd to roport tyy oxcoptlon In the light of the knowledge arbd understanding of the charity and its e￿ronment obtained in Ihecourse of theaudit we have not identified material Tnisslalements in the direGlor5' raport induded within the trustst$' ￿POrt. W8 hve nothin9 10 report in rasptrct of the f￿h)￿ling mattèts in relation to which Iha Compania$A¢t 2006 reou8S US to report 10 you il. In our opinion". adequale acu>unling have not been kept. or ￿turnS adwuale for our audit have not been r￿1ved fvom branches not visiled by u5., or Ihe financial slalemen15 a￿ ￿>1 In agreement wilh the accounting records gnd reknxns,. or certain discbsuras of Irusie&s' remunera￿On $p&tyfi8d by law are noi made." or have not received all the informati(xi and explanations we reqiAre for our audit.. or the Iru$l6eswer8 noi eniiled lopr6paroih8 financials￿￿mentsin accord8nce%%ilh th8 $nK41 ￿MpanIeS regin an¢ lake 8d¥anlago of the small comp8nies' exemptiong In weparlng the vuslees. rwort and from the requirement to prepgre a strdtegic report. Ra$k￿$sbll￿¢￿8s of tru8t88S As txplained more fvlly in the stslemeni of tru$iees' roskwsibililies. Iht Iru$iee5, are a150 Ihe dir8Glors of Ihe ¢h8Fily tor ihe purpose of Company law. 8re responglble fcrf ihe prepara1￿n of the fr￿n¢la1 slalemenls and lor being satisfied thal they give a true army fair view, and for such internal ¢onirol 8s Ihe trUs￿e$ delermine is necewry lo enable praparaiw)n of finantyal $￿tements1h81 are freefrom material miss1818meni. Ytheiherdue 10 fraud orerror. In preparing the finan¢i81 slalemenis, lh8 Iru$wes 8r8 responsible for assessing th8 charily's 8bility 10 Continue 8$ 8 ooln9 uncern, d[5d￿1n9. 8s applicable, matter$ relaied to going ¢on¢ern and using the goifwj ￿ncern basis of 8¢wnting unless trustees either Inlend to liquidate the charl￿bIe company w to cease operations, or have r re81i¥ic allernalive bul lo do so_ Audltor's r68ponsibilllla8 foith• audlt of tho flnan¢lal statsmonti Our obl&ci￿&S are to obtain r88sonable assurance aboul whgiher lh$ financ18181abrnen18 88 a whole are free from makrial misslalemenl. whether due ￿ fraLJ or error. and to Issue an auditor's report Ihal Indudes our opinion. Reasffi8bl8 8ssur8n¢e Is a highlevel of assupnce bul is noi a guarantee thai an audit conducted in a¢cordan¢e Yliih ISAS IUKI will always deleci a Tnateri81 Tnisstalefflenl when it exists. Mnssla18ments ran aris8 from fraud or error and artr considered Tnalerial if. 1fidN￿ua1IY or in Ihe a99regale, Ihey cO￿d reasonably be 8xpeGtsd lo influenEe the 8¢onomk decislonsol us8r8 iaken on the b￿$ ol these fwnclal Sta￿ments. The extent lo whth our prO￿0￿re5 are ¢ap)k of detedw irregularit$. induding fraud, Is detai￿ below. IrregU￿niJe5, including Iraud. instances ol non-complk?nce wilh la¥￿ and regulaiions. We design procedure5 in line with our reSp￿￿$1b1Il￿eS. Outlined above. to detect malerial fflis5tatetnenls in respect of itregularilies. inclL¥ling fraud. The specthc prO￿dureS for this engagement and the extent to which these are Lzpable of detecting irregukrilie5, includNg fraud. are detailed bebw.. Al the planning $18ge ol ihe 8udll wa galn an under8landlng cl th818W$ )d regulaiions filch ￿p￿Y 10 the ¢hari18bleumpany and how mana9emeni se8k1ocomply￿ih them. This hdps us to make appropriab risk ssessments. Durin9 the audit we fatyJ$ on reltrvani risk ar•a$ and revièw ¢omplian¢e ith lavls and re9ulaiions th￿Jugh makiny rdtvani en4uiri88 and ccmboraiion by, for examp￿, reVie￿in9 Board Minults and Olhar documentsih)n. We 88S8SS Ihe risk of material misswement in It finanaal smtsments 1￿jL￿1ng as a result of frA and undertake pwcedures induding". Rewew ol Cont￿1¥ sèi in ￿a¢a by manayemeni Enquity of m8n¥pameni as ￿ 4h8iher Ihay consldarfraud or other irregularrfies may have ￿red fx %here such Opport￿nIty might exist 11. Challenge ol man8gementassumplions wlh regard to a¢￿vn11Thg esliM¥les 111. Ideniifi¢8lion ar￿ iesling of I￿rnal enb)es. p8rti￿78rfY t￿)$8 whi¢h may app88r ￿ ba unusual by size Or naiure. P78

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D AGE UK LANCASHIRE INDEPENDENT AUDITOR'S REPORT ICONTINUEDI TO THE MEMBERS OFAGE UK LANCASHIRE Because of ihe inherenl limii8lrorbS of an audit, there Is a risk that we wll not delecl 811 Irregu&rities. induding those le￿ing loa material missta18meni in lh8 finan081 siaiemwis. or non-com￿1¥￿¢6 Vdilh rewlabon. This nsk increases the mutriha ctynpliance wlha l¥worwulation 1$ re￿￿¥$￿ fr0mihttv￿I$aThdl[anS￿1on¥r￿I￿¢ie￿ iDlh&fiDantr¥l 918tements, as we ale legs likely to become awareof Instances ol non-ctmpliance The risk is also 9rbaier ie9arding irreguLiril￿5 oc￿j1rlffjg due lo fraL￿ rather than e￿or. a5 fraud invofves illtsnl￿￿al conroalrnenl. thery. collusion. omi$s￿n or Mis￿p￿￿tatiOn. A luttrer descnpiion ol ow reswn5ibilies ks availaNe on the FinanL¥al RepDtbng CounrAI's Web￿te at.. htlps'.11 v fre.￿g ukI￿d0rsr¢S[￿N5lb1liJfy9 Thi$d$s¢ription fcthi$part Dfour auditfO$ ffjport. Ll30 ol our roport Thi$ repm 1$ made $olely b lh• ¢hariww wmpan￿$ m8mbw$, 8$ a Wy. In 8xord•n¢s wth Ch¥l8r 3 01 Part 16 of Ihe Comp8nie$ A¢1 2006. Our 8udil woth has been und8rt¥ken so thai we mvjhl sie 10 itte ¢harit8b1e compan￿$ members Ih05e fflatters weare requi￿￿ lo slalelo Ihern In an audilofs Teportand for othef purpose. To the fullest Oxignl by L8w. w9 do noi¥fCgPt arassymF re8wn&thilily to ¥nyon8 oth8rthan thp th?rit¥b￿ campany #nd Ihe charitable CL¥npany's Tnember5 as a body, fOr￿r audilwoth. forlhis rewrt, orfor lheop￿1ODs ¥Yg have form8d. M4rt1n ChAtt•rl ISnl¢)r StstutoryAudittsrl for and on behalf of Royce Peeling Groen Llrnlt 04 December 2024 Chartvred kncvuntants StatutoryAudftor The Copper Room Dev¥ Cty Office Pa Trinity Way Man(*esler M3 7BG P79

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D AGE UK LANCASHIRE STATEMENT OF FINANCIAL ACTIVITIES INCLUDING INCOME AND EXPENDITURE ACCOUNT FOR THE YEAR ENDED 31 MARCH 2024 Unre•trlcted Endowment R•strlcted funds fund¥ fund3 Property 2024 Total Unrnstrlcted Endowment RMtrlct•d funds funds funds Pro￿rty 2023 Total 2024 2024 2024 2023 ai rnstatèd 2023 2023 a# r•itat8d Nots8 Income and end+)wm?nts from: Donations and legaciés Charilable aclivilies Other trading activitios- shop inLy)me Investments other income 165.653 3,702,711 693.192 37.601 10,712 660.993 826.646 3,702.711 693.192 37.601 10.712 192.426 3,623,180 657.562 15.920 82,512 331.322 523.748 3,623,180 657,562 15.920 82.512 Total Incom 4,609,869 660,993 5,270.862 4,571.6(Kl 331,322 4,902.922 Exp•ndltur• on: Raising funds Charslable aclivilies 885,528 3,562.098 885,528 661,191 4.225.917 776,460 3,673,340 776,460 338,889 4,014.857 10 2,628 2,628 Total expendlture 4,447,626 2,628 661,191 5,111,445 4,449,8CK) 2,628 338,889 4,791,317 Not Incomel{expendltur•) and mov•m•nt In fund• 162,243 12,6281 {198) 159.417 121.8¢XI 12,6281 (7,567) 111,605 Rèconclllatlon of fundi: Fund balances At 1 April 2023- as restated 1,064,479 276,150 125,598 1,466.227 942,679 278,778 133,165 1,354.622 Fund balanc•8 At 31 March 2024 1.226.722 273,522 12S,400 1,625.644 1,064.479 276.1 $0 125.S98 1,466.227 Thè statement of financial 8cliviknes includes all gains and losses r6cognised in the year. All income and expenditure derive from continuing aclivilies. P80

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D AGE UK LANCASHIRE BALANCE SHEET ASAT31 MARCH 2024 2024 2023 Nol•• Flx•d •••• T8noiblfr a$60ty In¥0$b￿nIS 17 343.603 262.565 351,702 256,943 806.188 e08.045 Stocks Dobtors Cash •1 bank and kn hand 21 22 3.408 570.785 9e4.180 614.970 984,292 1,eo¢,072 1.S$8.373 Crndltor.' 4rnount• laMln9 du• wlthln •n• y••r 23 1588,6161 (700.7911 N•1 ¢urrnnt 1,019.486 857.582 1,825.644 1,466,227 1.625.644 1.466.227 Th• ¥)fth• ¢b4rfty Endowmenl lun¢$- Proper Resirkled Income hjnd Unr•strKl•tl 273.522 125.400 1.226.722 276,150 125,59È 1,004.479 25 1,625.644 1,466,227 03 December 2024 The lkn•rKI st4t¢m¢nts werp approv￿ by lh¥ ty919¢9 on......................... C wi1kvi￿n company reg￿lr￿￿ number 072C4)267 (Eng￿nd and Walo31 P81

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D AGE UK LANCASHIRE STATEMENT OF CASH FLOWS FOR THE YEAR ENDED 31 MARCH 2024 2024 2023 Not•• Cash flows from operatlng a¢tlvltl•s Cash absorbad by opèratfions 31 (14,6281 {51,7521 Invesllng actfvitles Purchas• of tanolblè fixèd assèI$ Proceeds from sale of tangible fixed a8sel8 Purchase of inv8slm8nls Proceeds from disposal of Invostmenls Inve8tm8nt Income rec8lved (17,2191 {1,9251 2,291 1250,0001 198,3111 101,163 29.107 9,306 N•1 ¢a8h g•nerated Iromllus•d In) Inv•$tlng actlvltl•• 14,740 1240,3281 N•t cash u8•d In Ilnanclng actlvltl•# N•t Incrèa8•lld•tr•a$•) In cash and ca#h equlval•nt• 112 (292,0801 Ca8h and cash equivalents at b8Alnnino of year 984,180 1,276,260 Cash and cash •qulval•nts at end of year 984,292 984,180 P82

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D Alit UK LANCASHIRE NOTES TO THE FINANCIAL STATEMENTS FOR THE YEAR ENDED 31 MARCH 2024 Accountlng poll¢kn8 Charity inlorniation Age UK Lancastm￿ is a private (X)rn￿y Iirnited by guarantee incorporated in Ewand and Wales. regisiered olfte iswellbeing Cenlre. kt)ryJate. Ormskirt. L39 4RY. Eng18nd. Each currtni mntr and any MeM￿rhu has r8siyntrd the last Iwèlvè months agFdes. in thè Ihtr Company wound up. to conlr)utè 10 any defiGien¢y in assets a sum not excee(rvJ £1. 1.1 Accountlnu ¢￿v•ntIOn The financial Statements have bpen wepaied in accordance wlh the charitys governing document, Companies Act ￿6. FRS 102 Yhe Financial Reportiw Sland8rd applicable in the UK and Republic of Ireland" I'FRS 102.1 and the Charitses SORP "Accountsrg and Reporting by Charibes.. Slalemem or Racommendèd Pr8Cti¢e applicable 10 ¢hsribtg prep8rin9 t￿1[ att￿￿1$ in ac¢(xd8nt ￿th the Financial R8POrting SlaTNJard appliGable in the UK and Republic of IFdlarKJ IFRS 1021. leffedwt 1 January 20191. charily 15 a Benefit Enlily as d8fin8d by FRS 102. Tha financ￿1 statements ara prepar&d in sierlin9. which is thè lundv)n81 currency cl the charity. Mons￿ry amounts in these financial slalements * founded to the nearest £. The finan¢i81 statements have been yepared under the hisknc (x)st convention. ll￿lfi￿ to include rew¥lJalion of ignd and buildings 81 f8if value. The principal 8cwunling po￿[￿68 adopted are $81 out b81ow. Cen80lidaied aceLXmt8 have not b8en w8pared as Iha re8utt8 and balances of th8 wb8Jh8ry company aThJ Ihelolni vtniura. both of whlch are dorm8th. are imm81eri81. 1.2 Golng concern At the lime of aFproving the financkql $taments. the Iruslees hwe a reasonable exped"on Ihal the charity has 8deou8ie lo continue in op8raiion81 existence for the for&s&eablt futur8. Thu$ the Iruslees continue to thpl the going concern ba￿5 of ac￿U￿tIng in prepariry the financial slalemenls. 1.3 ¢harllablo lund• Unrestricted fund$ are avallable for al Iho dlscrelion of the tru8te88 In further9r￿ of Ihelr chadtab oble¢￿veS. Reslricled funds are subject lo conditi￿$ by donors or granlus as lo how tsy may be used. TrÈ puwosts arvj uses of lh& reslricbd funds are Èdout in the n￿88 ie the financial statennts. Endowment fuTrJ¥ are subl8cI to 8P8r condllion8 by dtyTh)r8 Ihal the cgpltal mug1 be mainlalned by lh• 1.4 Income Income is recognised when the charity i8 ￿gallY enli118d lo il after any pertonn8n¢e 0)nditI￿ have b88n meL Iht 8mounts Can b& measuréd ralk8Uy. and it is probablt that Ylill received. Cash donations 8re 18¢09ni8ed on re¢6ipi. other donations art wnised once tha thaiity h8$ b8en nolifi&J of th& donat￿Th. Un￿SS ￿rfOrManCe wndilions requiro d&feNal of the 8mouni. Incm& tax recov&rab1t ) ralallon 10 don1￿1$ receivad undef GdlAwJ or d8ed8 of ￿van￿)I is recogni88d ai ffta liTh ol the don81ion. Legacies are re￿nISed on receipt or Olherwise if the charity ha5 been nolthed of an impending dislribulK)n, the amounl is known. and receipl is extected. If Ihe am￿ is not known. Ihe kga¢y is Ire8te(l as tontingèntass. P83

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D AGE UK LANCASHIRE NOTES TO THE FINANCIAL STATEMENTS {CONTINVEDI FOR THE YEAR ENDED 31 MARCH 2024 Accouniimg polle￿• IContlnu•dl 1.5 Expendlturo Expendilufe is recognisgd once Ihgre 15 a leg81 or con51ruclive obllgalion lo transfer economic benefrt to ¥ third party. il is probablè thai a transfer el Èconom￿ benefits ￿711 b& requithl in seillem&nl, and the amount of the obligation can be measured rella￿y_ Expenditure 1$ clas￿fied by activily. Th8 to$is of •ach actDity ar8 madt up ol Iht It)ial of dirtct tosts shared costs, Includin9 SUPPOrt costs In¥dved In undenaking each activity. Direct Costs aiirlbuiable lo a &ng activity are allocaled direcuy lo that acbvily. Shared costs which conlrbule lo more than ￿e acbvity and support costs whth are nol aMnbu￿ble lo a single acbvily are apportioned between those ¥¢tivileS on a basis n5iStent with the use of resources. Central stsff costs are allocaw on the basis of lime spent. ar¥1 depr80al￿n charges are 811ocaled on the portion of the as8efs use. 1.6 Tanglble flxed assfrts Tangl￿8 fixed assets ara Initially measured 81 cosl and subsewenlly W￿ured ai cost or ¥￿Uali0n. net of depreCial￿n anLI any imp8irffont losses D8prection is reUyJnis￿ so as lo write ¢)ff thtr co￿¢r valuation of assets less Iheir Tesidual vahJ8s OVeTtheir useful lives on Ihe follwng bases.. Land. buildings aThJ improvements Fixlures and ri1￿"r￿JS Office equiptneni Motorvelwd65 2% slravJhl line method 16.67.20% slraNJhl line meih&Y 2￿3% slraighl line method &25% reduaThJ balance method L8n(J is not depreti•t0d. The gain LY loss arising on the dispos81 of an ass816 d818miined as the difference btheen the Sa￿ prtX8•Js and the ¢aTrying ￿lu¥ ofihè èss81. and is r0¢ogn￿ in the $*lem8nt of T￿#￿¢181 actwititrs. Th8 capitalisallon pjlcy whhin Ih8 charity 18 for items purch888d ever £1.500 and capital in nalure to capilali5ed_ 1.7 Flxod a88Ot Inve8lmon18 Fixed asset investments are inili81ty w5ured at tran5aclK)n price exduding Iransact￿n costs, 8ntl are subÈeoueniiy measured at fair valu& ai each date. Changes in fair value ara recognised in ￿1 incofflellexpendilurel for the year. Transaction costs are expensed as incu￿ed. A 8ubsidk9ry Is an enlly contrdled by ihe charfly. Control Is Ihe power ¢0 govern the hianual and op8ralJ"TwJ )li(xes of the entity so as to obtain ￿neffts from it5 activitie5. Enlilies in which the ch8rity has a lory terrn inlw8sI and shar85 control urbJ8r a contractual wrang8meN are 1g$$ifi¢d as ioiniiy ¢onlrollo(J entit￿$. 1.8 Impairnifynt ol fixed a$$¢ts Al each reporting end date. the ¢harity review5 GarryirbB amounts of 11$ tarvJitAg as$ets to dete￿1 whether Ihare is any ind1¢ali￿ th81 th088 888818 have Suffered an impairmenl bss. If any such Indicalion exists, the rewverable amovnl of the a5sel is estirr￿ted in (xder to delerniine the extent ol the impai￿ne￿I loss Irf any). P84

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D LANCASHIRE NOTES TO THE FINANCIAL STATEMENTS (CONTINUED} FOR THE YEAR ENDED 31 MARCH 2024 Accounting policies Icontinuedl 1.9 stocks Purthastd Stock is valued ai the lower of Cosi and nai re￿Isable vabJe. Net realisabla value ts th& esbmaied selling pri￿ less all esbmaled costs lo complele and sell. Donaied itsms of 8iodE ar6 not i￿ud￿ In Ihtr fThn¢ial 8tatsments unli ihay ar8 scld. Sea alxs note 2. 1.10 Cash and cash equwalents Cash and cash eqUiva￿nIS Include In hBnd, depDSits helij al call WI￿ bank$. olh8r 5hort-18rm Ikiuid investments wilh origH￿l maturities of three nKJnth6 Or1￿￿. and bank overdrafts. 8ank overdrafts are sh(w+n wilhin borrowings ￿rrent liabililies. 1.11 Flnanclal In¥trum?nts The chanty has elected to apply the provisions of sect￿ 11 '8asL Financial In51ruments' and Section 12 'Olher Finanoal InstrunEnts IS$L￿$. of FRS 102 to all of Ilsfinancial inslwments. Financlal in8lrum8nts are recognd In Ihe itsrity's b818nc8 shoot when the chArfty b8ws party to the eonlroclual provision$ ollhe inslrunnl. Financial 8ssels and habililies are offset. with Ihe net 8mounts presented in fin¥n¢ial sl818m8nls. n Ihere is a ￿9allY enforceable right to S81 off Ihe rKognised amounts and there is an in18nlion to selue on a nel basis or ￿ rtrali8& the as861 and Selue the liatslity simultaneously. 8asic fjnancialas5ets Basic financial a5se15. which incknle d8bti)rs and cash and bank balances. are inrtialty measured al transaGlion pnc8 induding IransactK)n co615 and are subsequently cafned al amortised cosi U￿ll9 the effecbvo Interesl method unless the arrawemenl conslilules a financing Iransaclion. where the transaction i5 measured al the p￿sent value of the future ￿eipts lis￿￿ted al a market rale of interesL Finanwal assets da$sified as receivaN8 Within one year ar8 Wl 8morils8d 8a5ic fjnancialliabilities Basic fina￿al liabilit￿s. including credptors and bank k)ans are initi rec￿nise(S at transact￿n pri￿ unless Ihe arrangement consblutes a financing Iransactson, wtteie the debt inst￿me￿I Is measured at the rKesenl value of the futur8 payments discouThled al a market rale ol inler8sI. Financial Iiabililie5 classified as payabl• wilhin one yearare notamorknd. D8bl inslnjmenls are sthequerfy Caffled at amortlS8d wst. Jslno I￿ 8lteclNe In￿reSt ral8 method. Trade ¢redtors are lo pay for gocSs or seNices that have been acquired In the oTdinary ¢OUfse of operations from suppltrs. Amounts payable are Class￿le0 as current Iiabililies if payment is due W1￿1n one year or lass. If not. tsy are preseniad as non<urreM l￿bIllI1&s. TRd& Crediltrs are r$o)onistd inibaly at transacti￿ price and subseqJenUy m888ur8d ai 8mofli88d eosi using th• eff8ciivo inler8s1 r(*thod. Dere¢ognilion of fift8n¢ial li81)ilibeS FirTrancial liabilities are derecogThsed when Ihe Gharity's u)nlraclual Obligat￿￿5 expire or di6Gharyed or e4ncelled. 1.12 Employee bEneffits The cost of any unused holiday enlillemenl 15 recognised in Ihe period in whith Ihe employees Servi￿$ are received. Terminati￿ benefits are recA)gni5ed immedialely as an expense when Ihe chaTity is demonstra￿Y committed lo temiinal8 ihe empbymenl ofan employe8 wlo pr¢wth18rminatron benefiis. P85

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D .ASHIRE NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 Accounting policies Icontinuedl 1.13 Rellrèment bener Payments to defined contribution relirement benefit schemes are charged as an expense as they fall due. Chan9e in accountin9 policy F(x tha pèri(xl ended 31 March 2024, the Charity adoptèd 8 vOlun￿ry changè in 8ecounts.ng policy with rèspèct to the recognition of donated items of stock. Previously the accountin9 policy was that donated items of stock were rewgnised at fair value. which is the amount the Charity would have been willing to pay lor the items in an open mathet. The new accounting wlicy is that donated it8m5 of Stock 8r8 not included in Ih8 financial st8t8rn8nts until they ar8 soid. The updated pdicy is aligned with how the majority of other charitEs treat donated iterns of stock and removes the estimation uncertainty involved in the previous policy. The impa¢¢ of th8 change in the prior period is that sto¢k a$ at 31 Mar¢h 2023 is £71.812 lower, trading ¢o$ls for the year ended 31 March 2023 wer8 £10,911 lower and th8 surplu5 for the period correspondingly higher and unrestricted funds brought forward at 31 March 2022 were £82,723 lower than previously reported. Restatements to the prior period have been made in these areas. Cdtlcal accountlng estlmates and judgement8 In the appliG81ion of Ihe charity's accounting policies, the trustees are required to make judgements, estimates and assumptions about the carrying amount of assets and liabilib.es that are not readily apparent from other sources. The estimates and associated assumpts.ons ale based on hisloncal experience and other factors that are ¢on$idered to be relevant. Actual results may differ from these estimates. The estimates anij underlying assumptions a￿ reviewed on an ongoing basis. Revisions to accounting estimates are recognised in the period in which the 8Stimate is revised where the revision affects only that pwiod, or in the period of Ihe rev￿lon and future periods where the revision affeds both periods. The key assumptions and olher sources of estimation u￿ertainlY that have a signrficanl risk of causing a material adjuslmenl to the carrying amounts ol assets and liabilities wthin the next financial year are Determlnatlon of recoverabillty of trade debtors A specific provision is made against certain d8bt5 wherg in the opinion of the trustees the debt is fully recoverable. Diapidation$ provisions The requirement of any dilapKJations provision wlhin the financial statemenls. Valuation of legacy income outstanding The valuation of legacy income a¢Grued at year end is a best estimate based on the most likely outcome. P86

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D NCASHIRE NOTES TO THE FINANCIAL STATEMENTS ICONTINUEDI FOR THE YEAR ENDED 31 MARCH 2024 Income from don•tlonB •nd109acIDB Unr•strl¢¢eil R•$irt¢¢•d fvnd$ funds 2024 2024 T•t•l Unrn¥trl¢fod R•¥tyi¢i•d nd$ fund$ 2023 2023 Tot•1 2024 2023 Oonabons and gifts Legacies re￿1vable Gron 72.422 40.182 53.049 72.422 40.182 714.042 63.357 76.514 52.555 63.537 76.514 383.e97 660,993 331,142 165.653 660,993 826.646 192.426 331.322 523.748 Income from charilable actlvities Unr•strlcted funds 2024 Unrostrfctfrd 2023 ontrartlncomo S8fvthS provldfrd 2.616,845 2,886.846 Foes recolved serY￿e5 pfovKled 1.085,866 956.334 3.702.711 3.623.180 Income from other tradlng 8¢16vltles Unrg¥trlctsd Unr••triCt•d fvnds thJnd5 2024 2023 Shop inc 693.192 657.562 In¢om6 from IMi68im•nts Unrestrfctsd Unre$trf¢tsd tunds 2024 2023 Income from li51ed investments Interest receivable 14.737 22.864 8.166 7.754 37.601 15.920 P87

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D A(?t UK LANLASHIRE NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 Income from Investments {Contlnu•dl Income from listed investments includes unrealised gains ol £8,494 {2023.. £8,614). Other Income Unr•stri¢tÈd Unre$trietsd funds funds 2024 2023 Other income 10,712 82,512 Other income includes £9,593 12023.. £1,590) reimbursement of leased Car payments used for hospital IransportatK)n, £Nil12023.. £8,293) insurance income and £Nil12023." £68,695) non trading compensalion fmm Ag8 UK. Ex￿ndIture on ralslng fund8 Unr•strlet•d Unr•8trletsd funds funds 2024 2023 as Testated Fundraising and publicity Other fundraising Costs Staff costs 7,533 101,354 5,157 81,997 108,887 87,154 Trading costs Premises, adminislralM)n and other costs Support costs 673,259 103,382 573,308 115,998 776,641 689,306 Totsl costs 885,528 776,460 P88

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D AGE UK LANGASHIRE NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 10 Expèndlture on eharltable actl¥ltlo4 Unr•strlcttd Unr•strlettd funds funds 2024 2023 Dir•ct Costs Salaries, Nl and pensions Olher employment cost5 P￿rnIses costs Trav81 Communication Legal and professional fees Day servic85 consumablès Repairs and renewals Printing, postage and publieily Maintenance contracts and subscriptK)ns Volunteer expenses Leasing costs Room hir8 Marketing costs Activitiés Sundries and cleaning Other costs Iincluding depreciation) 3,550,123 22.953 111,914 130,466 66.346 7,167 47.990 56.583 18,737 21.062 468 1,393 13,534 6,332 4,271 7.983 25.414 3,284,699 31,938 88,294 109,884 58,824 21,426 39,613 34.866 24,458 18.063 5,586 3,178 11,023 4,359 1,175 8.208 29,395 4.092.736 3.774,989 Share of support and governance costs Support (see note 111 Gov8mancè 116,682 16,499 222,750 17,118 4,225.917 4,014,857 Analysis by fund Unrestricted funds Endowment funds - Propèrty Restricted funds 3.562.098 2,628 661,191 3.673.340 2,628 338,889 4,225,917 4,014,857 P89

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D ,NCASHIRE NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 support ¢05ts allocatwl to a¢tlv6tl•$ 2024 2023 O1htrem￿0yM8nt costs Travel Communication Legal and professKJnal fee8 Repairs and renewals Pnnling ch8rge5 Mainienance Le8sing ro515 Room hiro Markeling costs Sundries 8nd cleaning Dopreci8bon Bank charg8$ Bad debt Shared pr8ml888 Other ¢081s Govemanm coslo 24.728 6,073 103.034 28.959 1,866 7.414 110,040 3,912 120.049 24.695 21,060 3.291 9.827 502 562 20.223 1,610 5.452 8.196 6,182 3.147 1.007 24,381 58 $,381 9.134 3,053 3.827 1.149 16,499 236.563 355.868 An8ly$•d b•twwn'. Fundraising Charitable auivill 103.382 133,181 115,998 239.868 236.563 3S5.866 Bailb of apportlonm•nt Thè 8bove costs 8r& allocated on tima $p)tth) oach •)(ti￿streaM. 12 Net movomot)t It) fvt)ds 2024 2023 The nel movement in ftjnds is slated after Cw.￿(￿￿rvj): Faes payaN& 10 the charity's audilcf. - forlhe auditoflhe chariW5 fInana￿ 5tatennts for other financial services Depreciation of owned tangl￿e fixed assets Operating lease charges 9.2(X) 9,750 5.579 23,419 152.293 25.318 150.826 13 TnJstee5 None of Ihe trustees lor any p￿[￿￿S (x)nne(knl with them) rtiL￿ed any remuneration or benefits frotn thè charity during the year. P90

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D AGE UK LANCASHIRE NOTES TO THE FINANCIAL STATEMENTS {CONmNUED) FOR THE YEAR ENDED 31 MARCH 2024 14 Efflploy••B The average monthly number ofemrAoyees during the yearwas.. 2024 Nurnbor 2023 Nurn￿r Full time employee5 Parttitne employees 57 53 188 Tdal 242 241 Employmont ¢08ts 2024 2023 ges and saigries Social securily costs Oth£r pensK>n costs 3.750.781 249.738 73.718 3.404.862 231.948 68.269 4,074,237 3,705,079 F￿1 li￿ equivabni nurfthrofemployees in ye Ylas 14912Wd3." 1411. The number ofempbyeesvdhose annual rtymunera￿n was ￿re than £60.000 is as follo¥. 2024 Number 2023 Number £60,001- £70.WO £70,001 - £80.iK)o Remuneration of key rnanagernpnt personnel The remunerabon ol key managemeni pewnd wa$ 8$ follows.. 2024 2023 Agor8uaio¢omp8nsaiion 327.955 311,470 abovè eX￿L￿¢S amployer p6n$ion UrtDbUt￿j￿s ofE14.40112023". £13.8701. Key tnanapmenl personnel 1￿mpriSe]￿eChIel Exeojlive, Oirectorof Finance, Diredor of 0wrali￿s. DireLor of Parthership$an¢ Gro￿ and Diredorol Pecwe and Organisali)n¥l Development. 15 RetiroThent benefit schqmes 2024 2023 Carge lo wont or In le¥￿01￿￿￿e￿ ￿ntrIbUll¢n sthemes 73.718 68.209 P91

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D 4CASHIRE NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 1S R8tirement benofrt 8ch8m08 IContFnu8dl The charity operates defined contribution pension schemes for all qualifying employees. The asset8 of Ik scheme are held separately frorn those of the charity in an independenuy administered fund. 16 Taxatlon The charty is exempl from tsxalion ￿ ils actwities because all Its income is apJied for chantabl? purposes. 17 Tanglble ffxed a55et5 L4nd, Fixtur44 and fitting• Totsi •quir￿rt v•hic Impro¥•m•nts Co$t or valuatlon Al l April 2023- as restated Additions 315.000 24,039 14,438 66.612 2,781 415.151 17.219 Al 31 March 2024 315.000 38.477 69.393 432.370 D8pre¢iation and impairment Al l April 2023- as restaled D8pr8ciation charg8d in th8 year 8.532 5,190 12,141 6.107 41.193 11,64 1.583 2,375 63.449 25.318 Al 31 March 2024 13.722 18248 52.839 3.958 88.767 Carrying amtsunt Al 31 March 2024 301,278 20,229 16.554 5,S42 343.603 Al 31 March 2023- as restal&J 3￿,467 11.898 25,420 7,917 351,702 Th8 Chanws property Was last val￿d 81 £315.000 on 23 June 2021 by Gr8gory Brent Forbes MRICS. Partn8r of Pelly arKJ a Charier&d Surveyor ￿th over 25 years 8xper18nce. Gregory Fo￿8 is a RICS registered valuef IregLqiralb)n number00682221. The Trustees deem this valuatlon trj be repr8s8nlatlv8 of Ihe value atthe current y8ar8nd. Comparallve figures have been restated to combSne land, buldings 8nd Improvetr￿lS, pre¥￿￿81Y reported separately, and lo realhxale between cosi 2nd cumulative depreciation values followino the revaluation. There has been no impact on the income and 8xp8ndilur8 account or Ihe carwng value of fixed 8S8ets In total as a rasull of thi8 r8Statsment. Al 31 March 2024. had the revalLELI assets been carried at historic c05t les5 accumulated dep￿ciatIon arnl gccurnulaled impairrnent losse5. their carrying arnount wouU have been approxirnately £168.000 12023 £170.(N)01. Induded %%ilhin land and bU1￿1n0$ is land wilh cost of £150,000 wh¢h is noi depreciated. P92

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D ASHIRE NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 18 Flxed assot Invostments Llsted Other Inveslments Investments Total Cost or valuatlon At 1 April 2023 Additions Valuation changas Disposals 256.837 98.311 8.494 1101.1631 106 256,943 98,311 8,494 1101.1631 At 31 March 2024 262.479 106 262,585 ¢arryln9 amount Al 31 March 2024 262.479 106 262,585 At 31 March 2023 256,837 106 256,943 2024 2023 Other investments comwse.. Notès Investments in subsidiaries Investm8nls in joint v8ntur8s 19 20 100 100 106 2024 2023 Investments at fair value comprise.. UK fixed interest Overseas fixed interest UK equities Overseas equit188 UK property Overseas property Allern8tiv8 assets Cash 89.093 13.192 28.472 76.109 5,532 5,900 44,181 43,614 37,878 28,339 76,452 5,749 51,803 7,458 262,479 256,837 P93

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D INCASHIRE NOTES TO THE FINANCIAL STATEMENTS {CONTINUEDI FOR THE YEAR ENDED 31 MARCH 2024 19 8ub8ldlarl•b These financial slalemenls a￿ sepaTrte Ghaiity fina￿￿?1 statsfflents forAgB UK LancashHB. Con$dKlaled finarrial staiemenls 8re not wepared as the Charivs onty subsidiary is dom)ani and is not maiori8110 Iho financol si818m8nls. Delail$of the ch8rily's sub$i¢wE$ al 31 March 2024are as lollow5'. Name of undertaklng ftegistered Offl¢0 Nature of buslne55 Class of % Held 8h•reg h$ld Dlr•¢t Indlre¢t Age UK Lanrashire Trading EnglaiKI and Ltd Wales Arranging insurance Orthnary 1CK).00 The aggregalecapital and reserves the ￿sU11 forthe yearof sUb￿dIaneseX￿L%Ied frorn C￿nS￿Hlation was 88 follow8.. Nam6 of und•rtakln9 ProfiV{L￿) C•pit¥l athd Res&ms Age UK Larwashire Trading Ltd 1(M) vesirnenls in subsid￿ries are stat￿ al cost 20 Jolnt ¥enturo8 Deiail$ofihe chafily'8ioini vaniures * 31 M•rch 2024 ar8 as follows". Namg of undgvtsklng Rtyl$t•red olllc• Natur• of busln$$ class ot % Hold h•r•s hold Dlr•ct Indlrect A99 UK Grealer Lanc4shire Englafid and c.i.c. Wales Non tradin9 OrLlngry v88bTrl8nis in Tr)Ini veNur8s are 8t818d 81 C￿. Al 31 March 2023, Age UK Greater Lancashire C.l.C. had tolal raixtal and rese￿e$ of £12. iepresenling the sh8re capital. Age UK Gr88ler Lancashlre C l.C. wthdrew from Age of Opportunlly proj8cl on 30 S8pl8mb8r 2021 and has been dormant 5inrA this dale. 21 Sto¢k¥ 2024 2023 ¥$ rs$tatod Finished gwds and goods lorres8le 8.810 3.408 P94

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D AGE UK LANCASHIRE NOTES TO THE FINANCIAL STATEMENTS ICONTINUEDI FOR THE YEAR ENDED 31 MARCH 2024 22 DobtOTS 2024 2023 Amounts falllng duewlthln one year.. Trade debtors AmDuntS owed ty Subsidl8ry underiaklrwJs Oiher d8blors Prwym¥nt¥ and ¥xru84 ￿¢0m$ 276,143 1,64$ 285 336,897 301.16S 1.632 2.444 265.54d 614,970 570.785 23 Credl¢or¥.' afflountslalllng duo wlthln one yoar 2024 2023 Not•• Otherlaxalion and )ty¥1 $8cwIy Deferred incorne Tr8de ¢redilC Other creditors 63,843 222.567 84,453 15,746 202.fy)7 50.587 346.081 64.188 12.335 227.600 588,616 7(Q.791 24 Delerred income 2024 2023 An￿ng from paymenls recthved on accounlfor ¢ontratts Or pèrformancé ts18￿d grant¥ 722.587 346.081 Thisctrr￿SeSfvnlts re¢ved In￿vancOf￿a￿wibaStot¥k0p1￿È in I￿l011￿￿1n9 ac¢oJni ￿r￿S. Movemsrfs the year are a5 fol0v￿.. 2024 2023 Defer￿￿ inc(wne is ￿Cluded ￿h1￿.. 222.567 346.081 Movements in the year. Deter￿ inwne al 1 April 2023 Released Irorn previous peTiots Resour￿$ deleiied in the year 346,081 1346,0811 222,$67 628.632 1628,6321 346.081 D8f•rtyd in¢w at 31 Pdarth 2024 222,567 346.081 Inthded With￿ ihisfvjure al 31 March 2024 is ÈNil12023.. t124,753IWh￿h ￿ also rewgnised In year end trade doblO¢ 8¥ Iho ¢onir8¢11oquired the invwfrio b¥ t•i$ed in thi$ lin$n¢iai y¥r. P95

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D AGE UK LANCASHIRE NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 IWARCH 2024 25 R¢$trlded fund$ The restricted funds of the charity comprise the unexpended balances of donallons and granls hekl on trusl sublecl to spe¢illc ¢ondS1ions by donors as to how they may be used. At 1 April 2023 Incoming resources Resourcos At 31 March expended 2024 M Bones Legacy Rossendale Borough Council Wyre Borough Council The Skelton Charity Post¢ode Lottery Fund C￿ncilI0[ ￿en,$ CAF Fund B&Q Foundation T8SCO S¢rewfix Foundabon Wesl Lancashire Borough Council Fylde Borough Council Eric Wright Foundation Th8 Headl8y Trust IndependeniAge CAST Th8 Nab'onal Lott8ry Cornmunity Fund Councillor A2harAli's Fund LCC ATmed Forces Covenant Trust Infection Control Funds Health Education Engla L&SC ICS (through Ihe NHS T$ch Fund) Awards4￿1 Chortey Borough c￿ntil Age UK A8da ILanca$terl 120,OLK) 120,000 4￿1 515 1.212 2,484 250 3.8(K) 14901 15151 11.2121 12,4841 12501 13.8001 15981 5.0(K> 5.000 1.784 15.750 50.375 30,0(K) 30,0(K) 1.445 43.112 2(K) 60,0(K) 56,342 5.998 3,410 197.389 6.799 5,0 144.238 4(X) 11.7841 115.7501 150.3751 130,0001 130,0001 11.4451 143,1121 12001 160,0001 156,3421 15.9981 13,4101 1197.3891 16.7991 15,0001 1144,2381 400 125.598 660.993 1661.1911 125.400 De8crlptlon of restrlctlon8 for mat•rlal fund8: M Bones Legacy To support older people in Ihe Morecambe area. P96

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D AGE UK LANCASHIRE NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 25 Restricted funds (Continued) Prevlous year: At 1 Aprll 2022 Incomlng resources Resour￿8 At 31 March expended 2023 M Bones Legacy ELMS Emergency Winter F￿nd Age UK Age UK Friends and Forums Rossendale Borough Council Age UK The Neighbourly Foundation Granl Tesco Screwfix Foundation Eric Wright Foundation Electricity Northwest The Headley Trust Independent Age Amied Forces Covenant Trust Progress Housing Evans Cornish Foundation Chodey Borough Council Good Things Foundation Ribble Valley Seniors Forum Sport England through Age UK Health Education England Arts Council L&SC ICS Ilhrough the NHS Tech Fund) Awards4AII Duchy of Lancasler LCC Fylde Borough Council 120,000 11,865 1,300 120,000 (11.8651 11.3001 15.0501 11801 192.9411 11.6621 16201 5.050 180 92,941 1.662 1,218 5,000 40,125 6,166 17,SOO 10,000 27,128 2,500 5,000 7,500 2,000 1,750 1.473 14,063 9,710 52,117 2,257 1.000 9,232 15.750 598 5,000 140.1251 16,1661 117,5001 110.0001 127,1281 12.5001 15,0001 17,5001 12.0001 11.7501 11.4731 114,0631 19,7101 152,1171 12.2571 11.0001 19.2321 115.7501 133,165 331,322 1338.8891 125.598 P97

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D CASHIRE NOTES TO THE FINANCIAL STATEMENTS {CONTINUEDI FOR THE YEAR ENDED 31 MARCH 2024 26 Endowment funds. Property ar8 er￿OWmenI funds which are material lo the c*ariWs activities. At 1 Aprll 2023 Re8ourc8s At 31 March gxp•nded 2024 Oonaled property 276,150 12,e281 273,522 Previou8 yoar.. At 1 April 2022 Re8ourcas At 31 March ¢xp•nded 2023 Oonaled property 278,778 12,8281 27fj,150 27 Unr&St￿tted funds un￿StrICted funds of the charity comprise the unexpende# balances of donatlons and grants which are not subie¢i to specift ¢onéitK)ns by donors and graniors a$ 10 how they may be used. These indu¢Je designated funds which have been set aside out of unreslncled funds by the trustees for specific purposes. At 1 Aprll 2023 a8 r08tsted In¢omlng re$ourc&s Resourc88 exponded Transfers At 31 March 2024 Investment res8Ne Funds set aside for Day Call services General fund5 250,000 250.000 15.QOO 115.0001 15.000 961.722 814.479 4.609.869 14.447.826) 1.064.479 4.609.869 14.447.626) 1.226.722 Provious year.. At 1 April 2022 Incoming resourc8s Resourc85 expended •$ re5tstod Transfor5 At 31 March 2023 as re5tsted as re$tatgd Inve51Tnent ￿SerVe General funds 250.000 1250.0001 250.000 814.479 942.679 4.571.600 14.449.acoi 942.679 4.571.600 14.449.800) 1,064.479 P98

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D .NCASHIRE NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 Anily•l• 01 n•t ••$•i• b•tweqn fund• Unrostrlcted Endowmont lund8 lunds PropBrty 2024 R88td¢tsd ndB Totsl 2024 2024 2024 At 31 March 2024.. Tangibl8 assets Investments Current 8s5eW(ligbililie51 70.081 262.S85 894.056 273.522 343.603 262.585 1.019.456 125.4(X) 1.226.722 273.522 125.4(K) 1.625.644 Unr•%trl¢t•d Ethdowm•nt lund8 lunds Property 2023 TWI fund6 2023 •• r08tated 2023 2023 • r08tated At 31 Atarch 2023.. Tangib18 assets Investments Current 8ssetslll￿bllltieSI 75.552 256.937 731,9 276.150 351.702 256.943 857,5B2 125.592 1.064.479 276.150 125.598 1.466.227 29 Oporatlng1oa8• commltmènts Al the reportiw end date Ih8 charity h8d tyJtst8ndirKJ cemftb))ents lutur8 minimum leas? payments und non-rancellaNe operatirvj lease5. %Yhich fal due a5 folow5.' 2024 2023 Within one year Beiween two and five yÈaL% In ovér riva ye*s 144.551 187.780 2.OLKI 151.S98 312,0 44.422 334.331 508.115 Rglthted porty trnn•#ctlon• There were rw) disG105able relalwl party tran5aGliws during ts year12023.' no￿1. P99

Docusign EnvelopÈ ID." 32D238A&049A4105-A377-8D90F4D2658D AGE UK LANCASHIRE NOTES TO THE FINANCIAL STATEMENTS (CONTINUED) FOR THE YEAR ENDED 31 MARCH 2024 31 Cash generated from operalions 2024 2023 as restated Surplus for the year 159,417 111,605 Adjustments for: Investment income recognised in statemènt of financial activities Gain on disposal of tangible fixed assets Depreciation and impairment of tangib18 fixed assets (37.601) (15.9201 11,1861 23,419 25,318 Movements in working capital: {Increasel in stocks {Increase)Idecrease in debtors Increase in creditors {Decreasel in deferred income {5,402) (44.185) 11.339 (123.514) 13,408> 23.542 92.747 {282.551 } Cash absorbèd by opèrations (14,628) (51.7521 32 Analysis of changes in not funds The charily had no borrowings during the year. P100