COMPANY REGISTRATION NUMBER: 07645392
CHARITY REGISTRATION NUMBER= 1144118
Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Unaudited financial statements
31 March 2025

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Financial statements
Year ended 31 March 2025
Page
Trustees, annual report (incorporating the dire(tor5' report)
1-13
Statement of financial attNities (induding income and expenditure account)
14
Balance sheet
15
Statement of Cash Hov
16
Notes to the financial statements
17-25
Independent examiners repon to the Trustees

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees. annual report (incorporating the directors, report)
Year ended 31 March 2025
The Trustees. who are also the dirertors for the purposes of company law. present their report and the
unaudited financial statements of the charityforthe year ended 31 March 2025.
Chair's report
Most years bring wlth them both operational challenges and successes and 2024125 was no exception.
Spring 2025 invotved our Year Three Aud￿ with National Citizens Advice. This is their opportunity to audit us
fully to ensure our continued compliance in all aspects of seThice delrvery and other operarional areas. We
were delighted to pass all areas of the review with fying colours once again, largely due to the effective
leadership and reporting of both Carol and Sarah.
However, the year was not all plain sailing- As many of you will know. Carol, our excellent and highly valued
CEO, was diagnosed wtth cancer part way through 2024. She began her treatment in Autumn 2024, and it
continued through until June 2025. She insisted on working when she felt able to do so. for which we were
very grateful, but we nevertheless fett her absence keenly. Immense thanks go to Sarah Bradbury, our
talented COO, and her fellow members of the management team, who did a steding job in ensuring that all
aspects of the Service continued on track though these months.
The year was also tinged with sadness. We learnt in earty 2025 of the death of Michael Simpkin, a former
trustee who had stood down in 2023 following a full 12 yearg seNice on the trustee board. Michael had
continued to raise funds for CAWS as recendy as November 2024. when he largety arranged and co-hosted a
Race Night. In 2024 we welcomed Kay White as a new trustee. Unfortunately. ill health led her to resign in
early 2025 and we were shocked and saddened to learn of her death in June.
Despite other considerations, our key focus is of course always on the advice we deliver to clients. There was
no let-up in demand in 2024125 and advice relating to beneffts remained the top priority for many. Most of
our advice continues to be delivered by telephone and email, as this is most time-efficient and enables us to
support the greatest number of clients. Hov¥ever. prevbooked in-person appointments are available where
this is believed to be strongty in the clienys best interests. The way in which we train new volunteers has
evolved and we are able to get people answering phone enquiries more rapidly than previousty. on a triage
basis. which is working well.
The team continues to manage effectively the balancing act of maximising the support we provide to clients
with the funds that are available. Ns always. we are exceptionally grateful to the local Distrirt Councils, County
Council, and our project funders. without whose support we could not continue to deliver the seNice which
is so key to many. Our gratefijl thanks go to our staff and volunteerteam. induding trustees. They are at the
core of everything we do and withoutthem we could not supportthose in our local communities who lookto
us for advice.
Mary Porch
Chair of the Board of Trustees, Suffolk West Citizens Advice Bureau

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees. annual report (incorporating the directors, report) (continuedj
Year ended 31 March 2025
The financial statements have been prepared in accordance with the accounting policies set out in notes to
the accounts and cornp￿ with the charitys governing document the Charities Act 2011 and Companies Art
2006 and Accounting and Reporting by Charities= Statement of Recommended Practice applicable to charities
preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK and
Republic of Ireland {FRSI 021 (effettive 1 January 2015) {as amended by Update Bulletin 1 published on 2
February 2016).
Reference and administrative details
Registered charity name:
Suffolk West Citizens Advice Bureau
Company registration number. 07645392
Charity registration number.
1144118
FCA Firm Reference number.
617759
Registered Office-
The Risbygare Centr< 90 Risbygate StreeL Bury St Edmunds.
SuffolL IP33 3A
Principal Places of Business:
Bury St Edmunds- The Risbygate Centre, 90 Risbygate StreeL
Bury St Edmund& SLrfFolk. IP33 3
Haverhill: Haverhill House, Lower Downs Slade. Haverhill, SuffolL CB9
9HB.
Brandon: The Old School House. Market Hill. Brandon. Suffoll IP27
OAA
Mildenhall: Mildenhall Hub. Sheldrick Way. Mildenhall. SuffolL IP28 7JX.
Newmarket: Foley House. Wellington Street. NewmarkeL Suffoll CB8
OHY.
Trustees
The Trustees who seNed during the year and at the date of approval were as follows:
M Porch (Chair)
P Holland (Wice Chair- resigned 16.10.241
M Finn (Vice Chair}
C Knight (Treasurer)
R Bolton
A Mayer
K Nicholls (Resigned 6.5251
L Mclntyre (Appointed 28.8.24, resigned 11.6.251
M Walker
K White Wppointed 14.10.24, resigned 27.2.25)
J Wilkie

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees. annual report (incorporating the directors, report) (conlvnuedj
Year ended 31 March 2025
Managementteam
Ms C Eagles (Chief Executive Officer)
Ms D Bogacki (Core ServÉces and Training Manager)
Ms S Bradbury (Chief Operating Officer)
M5 Ajohnson (Business Development Manager)
Ms A Wis (Office Manager)
Independent examiner
Robinjackson FCA
Churchgates Accountants Limited
1&18 Langton Place
Bury St Edmunds.
Suffolk IP33 1 N&
Financial Institutions
CAF Bank Limtted.
25 Kings Hill Avenue, Kings Hill.
West Mallins ME19 4JQ.
Cambridge and Counties Bank Limited.
Chamv¥ood Court. 5B New Walk,
Leicester. LE1 6TE.
Aagstone Investment Management.
17th Aoor. New Zealand House.
80 HaymarkeL London SW1Y4EL
Nationwide Building Society.
Nationwide House, Pipers Way,
Swindon, SN38 1NW.
Hinckley and Rugby Building Society.
Upper Bond StreeL
Hinckley.
Leicestershi￿. LE10 1 NZ.

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees. annual report (incorporating the directors, report) (continued)
Year ended 31 March 2025
Objertive5 and Activities
Aims and Principles
Citizens Advice West Suffolk provides free, independenL confidential, and impartial advice to everyone on
their rights and responsibiltties. It values dNersity. promote5 equaltty and challenges discrimination.
The charty provides information and advice to all who need Tt but aims to target resources in more detailed
help and casework to rhose who are least able to help ihemsefves, whether due EO language, mental health.
age or disability, or shorr-tenn difficulties such as homelessness or lack of money.
We also work to improve the policies and practices that affect people's live5. through representing unfaimess
and difficulties faced by clients, to those able to make a dtfference in law and procedures, in government or
elsewhere. Citizens Advice West Suffolk values their wide range of volunteers and recognises that they are
the strengrh underpinning the organisation and seeks to promote 5UPPOrted volunteering as a route to
develop employability skills and confidence, leading to a healthier and stronger communty.
Objectives
The Trustees review the Charitys Business Development and Operation Plans on a regular basis, and at least
annually. to recognise the achievements of the year and agree the objectives for the following year.
The main objective for the year ending 31 March 2025 was to continue to provide an efficient and effective
advice and information service to the local community and our acttvities were targeted to meer that purpose.
The work wa5 carried OLrt by a team of volunteer advisers and Specialists providing advice bytelephone, email.
and face-to-face appointments. We provided advice on 14 key areas- benefits, consumer, debL education,
employment. finance, health, housins immigration. legal. relationship, taL travel, and utilities.
In addition to generalist advice, menrioned above. both specialist advice and casework were available:
Specialist Child Support Agenry Advice support with maintenance payments and challenging
decisions.
Specialist Employment Advice- negotiations with employers and Employment Tribunals.
Specialist Immigration Advice- induding spousal visas, Leave to Remain, British Citizenship.
financial requirements. and the correct use of forms.
Specialist Money Advice - consideration of debt management options including Breathing Space,
debt management plans. banknjptcy. debt relief order5 and IVAS.
Specialist Welfare Benefrt Advice- form fillin& mandatory reconsiderations and appeals.

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees. annual report (incorporating the directors. report) (conbnued)
Year ended 31 March 2025
The charity obtained funding to deliver some spectfic proiects:
Carerfs Fund Project- to provide advice to those caring for other people.
Cost of ￿VIng Projert- To provide advice to patients referred by Social Prescribers.
Equty in Mind Projert Round One-To provide advice and caseworkto dients 65+ with a severe
mental illness.
quity in Mind Projett Round Two-To provide advice and casework to dients 1 &25 years old with
a severe mental illness.
Financial Capabilty- To provide training to frontline wot1¢ers and end users to increase awareness
on budgetin& savings. crediL and energy efficiency.
Hospital Discharge Projett- To provtde advice to patients being discharged from West Sufft)Ik
Hospital.
Housing Advice Project- To provide housing support ft)r homelessness, evittions, rent arrears,
landlord disputes and disrepair.
Long Covid Project- To provide support to patients referred by the Long Covid Clinic at West
Suffolk Hospital.
MS Society Project- To provide benefit and debt casework to families affected by Mulciple Sclerosis.
Older People's Project- To provide advice to people over state retirement age.
Probation Service Project- To provide benefiL finance and debt advice to male probationers.
Supported Advice ProjecE- Henry Smith- To provide individual support to dients affected by poor
mental health.
Supported Advice Proje(t- West Suffolk Alliance- To provide indtvidual support to dients affetted
by poor mental health referred by Social Prescribers.
How Our Activities Deliver Public Benefit
Our main activities and who we try to help are described above. All OLJr charitable artivities focus on providing
the advice people need for the problems they face and are undertaken specifically to provide public benefit.
The Trustee Board have had due regard to the Charity Commission guidance on public benefit and have
complied with the duty in seaion 4 of the ChariEiesAcr 2011.
Contribution of Volunteers
The charity's success could not have been achieved without the hard work and dedication of volunteers and
staff. The Trustee Board and senior management team recognise the tremendous contribution made by the
charity's volunteers in advising the public and administering the seNice wtthout which the service could not
operate. As of 31 March 2025. the seNice employed 25 paid workers (16.7 ￿Es){2023124. 25 paid v¥orkers,
15.8 ￿Es) and was supported by 79 volunteers12023124: 76 volunteers).
Volunteer5 represent the indispensable core of the service for without them, there would not be a Citizens
Advice West Suffolk service. The volunteers contributed 30.108 hours in 2024125. This may be expressed as
an annualised value of £739.857 12023124- £726.6191. However. their value is inadequately expressed in
monetary terms. Indeed, volunteers bring many skills to the service and very often the experience gained
through volunteering helps them to retum to employment or education.

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees. annual report (incorporating the directors. report) (continued)
Year ended 31 March 2025
Achievements and Performance
The key achievements of the charity in 2024125, in line with the Business and Development plan:
Passed our three-year audit and renewed our Advice Qualty Standard and accreditation to the
Money Advice and Pension Framevwork for another three years.
6,090 unique clients assisred (796 increase on 20231241.
42,567 indNidual activities induding face4￿faCe appointments, phone calls and emails.
26,634 advice issues handled induding benefits, debt, housing employment, relationships energy.
£1,737,182 of income gained for dients.
725 clients given debt advice with £1.461.546 of debt managed.
1.242 dients helped with 2.646 housing issues.
555 dients helped with 1.032 chartsble support issues indudingfood parcels. oil. supermarket
vouchers, and household goods.
738 client5 With poor mental health helped by the Supported Adwce Team generating an income of
£648k for clients.
84 clients affected by Multiple Sderosis helped with an additional £152k of income aw3rded.
67 clients afferted by Long COVID assisted with 707 issues generating an income gain of £177.536.
73 male probationers advised through the MOJ Finance, Benefrts and Debt ProjecL
Started a new 2.4-year projert working with the Social Prescribers in GP prartices and the community
across the West Suffolk Ailiance area funded by West suffolk Alliance- Suffolk and North East Essex
ICB.
Obtained three-year funding from Henry Sm¥th for the Supported Advice Service referrals from
partner agencies.
51 advisers trained on the new Renters Righrs Bill.
Renewed Cyber Essentials accredttation.
Continued to upgrade the Pcs and laptops.
Continued to develop the phone and email service and introduced fa(￿tc￿face reception opening in
Haverhill to ensure the service remains fulty accessible.
Introduced a food recycling scheme in the Bury st Edmunds office.
Plans for the Future
A key priority for the Trustee Board for 2025126 is to continue to deliver a sustainable service that meets the
needs of the whole community. We need to expand our benefits advice service provision to support people
with the proposed Welfare Benefit changes.
We will continue to diversify our funding streams to increase our sustainability which will enable us to build a
service that 15 resilient. National funding is often awarded at a regional level so we will build our relationships
with regional organisation5 to ensure we are well positioned to bid for appropriate funding. We will offer our
funders value for money, whilst never compromising on Ihe high-quality selvice that our clients expect and
deserve.
We are aware rhat the planned Local Government Reorganisation and Devolution may have an impact on our
funding so we will work with the Local Authorities, partners and Suffolk Local Citizens Advice to mitigate any
risks.
There is a three-year Business Development Plan with detailed emphasis on the current year. The Operations
Plan is a living document with KPIS. which is updated as the needs of the community and the charity change.
The Chief Executive Officer reports on the progress of the plan at every Trustee Board meeting.

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees. annual report (incorporating the directors. report) (contsnuedj
Year ended 31 March 2025
The specific focus rhis year will be to:
Increase our capacity to help more people by recruiting more volunteers and training them to
provide high quality advice.
Develop the skills and expertise of existing volunteers. trustees, and staff to ensure their
knowledge remains up to date and they have opporruntties to advance their careers.
Use the Lived Experience of our staff. volunteers and trustees to inform the development of new
project5 and services.
Build relationships with partners at a local and regional level to ensure we are well placed for
re￿.Onal funding bids. DevolLrtion and Local Government Reorganisation.
Seek additional funding to continue and extend our benefits and housing advice.
Continue to work with our partners to develop our referral pathways particularly between the
Primary Care Networks and our Supported Advice SeNice.
Develop our Carerfs Fund Projert providing advice and supportto carers.
Continue to work with the Cambridge, Ety, and Nevvmarket MS Group and the BurySt Edmunds MS
Group to support people affetted by Multiple Sderosis.
Continue to work with Cit12ens Adwce East Suffolk and the Ministry of Justice to deltver the Finance,
Benefit and Debt service to mase probationers. Work with regional partners to secure funding
beyond 2027.
Explore the use of Artfficial Intelligence (All wrthin our administration functions to make our
processes more efficient and effective.
Continue to work tovvards reducing the impact our organisation has on the environment.
Develop Research and Campaigning within the organisation. We will use dients, evidence to
influence and change policies and practices at 3 local and national level.
Replace the kitchen and accessible toilet in the Bury St Edmunds office to provide a better
experience for clients, volunteers. stsff and people when hiring meeting rooms.
Financial Review
The Notes ro the Financial Statements are shown on pages 17-25.
The key points are:
Income in the year amounted to £714.151 {2024- £759.724) this induded £338.691 (2024- £403,430)
related to projecr restricted activitie
Expenditure in the year amounted to £677.04312024: £680.558).
The highest cost related to staff salaries for our 25 employed staff amounting to £505,43012024:
£493.501).
This resulted in a surplus of £37.108 (2024- surplus of £79,166)
Fundraising Activitie5 and Principal Funding Sources
The principal funding sources were as follows:
West Suffolk District Council134%).
Suffolk County Council16%).
East Cambridgeshire Distrirt Council {3%).

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees, annual report (incorporating the directors, report) (¢onlvnuedJ
Year ended 31 March 2025
The Trustees extend their gratitude to our prinopal funders with whom we share many strategic objertives
and who continued to support the core operating capactty of the charity.
In addition, projecr-specific funding was received from the following-
Cambridge Building Societyvia Cambridge Community Foundation,
East Suffolk and North Essex NHS Foundation Trusc
MS Group in Cambridge, Ely and NewmarkeL
Ministry of Justice,
Nationwide Building Society.
Suffolk Community Foundation,
The Henry Smith Foundation.
The National Citizens Advice Bureau
West Suffolk Alliance- Suffolk and North East Essex ICB.
The charity did not have any borrowings from either a provider of funding or other sources at the Balance
Sheet date.
Reserves Policy
The Trustees have reviewed the reserves of rhe charity. This review encompassed the nature of the income
and expenditure streams, the need to march income with fixed commttments. the risks associated therewith
and the nature of the reserves. The review conduded thar
The charty is dependent on core fund providers to meet fixed annual commitments and other short-tem)
fund providers for specific projects.
The Trustees have reviewed the potential expenditure that could arise should a significant reduction in
income be incurred and have determined that free unrestricted reserves should be maintained at between
six to nine monthg budgeted expenditure.
The Trustees are aware of the financial pressures experienced by our major ftJnder5 and our dependence on
them and have taken this into consideration in establishing the reserves policy.
As of 31 March 2025, the total unrestricted reserves amount to £473,58012024: £435,625). although there
were £140,000 of designated reserves Wlthin this figure. This 15 Within the agreed range and therefore the
Trustees consider that the position is under control and meets its objettrves. The Trustees have continued to
maintain a prudent approach to the management of the finances during the year.
Designated Reserves
The unrestritted funds of £140,000 have been designated with the aim of ensuring the charity's sustainabilty
by making provisions for the replacement of equipmenL for fulfilling our contrattual commitments, for
maintaining our premises and moving if necessary.
Investment Activities
The charitys funds are spent on delivering and developing the free advice service to the local community- The
reseNes were held during the year in accounts with various financial institution& the details of which can be
found on page 3. The charity does not currentty hold any other material investments.

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees. annual report (incorporating the directors. report) feonlvnuedj
Year ended 31 March 2025
Governance. Strurture and Management
Governing Document
Suffolk West Citizens Advice Bureau is a charirable company limited by guarantee, incorporated on 24 May
2011: Company No. 07645391 Charity No. 1144118. The Company is governed under its Articles of
Association. The charitys objects are to promote any charitable purpose for the public benefit by the
advancemenr of education, the protertion and preservation of health and the relief of poverty, sickness, and
distress in particular, but without limf(arion. forthe benefit of the communtty in West Suffolk and surrounding
areas. In furtherance of its objects the chartty has power to establish and conduct local Citizens Advice offices
as centres to provide a free, confidenrial. and impartial service of advice. information, and counsel for the
public.
In the event of the company being wound up every member (including members who ceased to be members
within oneyear priorto such winding up)would be required to contributetothe companysassets an amount
not exceeding £1. At 31 March 2025. the company had 14 individual members (2024: 131.
Suffolk West Citizens Advice Bureau is also knovffl and referred to as Citizens Advice West Suffolk.
Trustee Recruitment and Appointment
Trustees are ef(her inr(ially co-opted bythe Trustee Board and then elected to the Board at an Annual General
Meeting within three years of COwOPtion or elected directty at an Annual General Meeting. Any elettion lasts
for three years. and a Trustee can be re*letted to se￿e up ro a maximum of 12 years.
Trustees, who are also directors of the company. are derted from the local communityand must either reside
or work in West SLrffolk or the surrounding area. A formal inteNiew process is followed for all applicants with
an interview panel comprising of three Trustees or the Chief ExecLrtive Officer. References are tsken for all
new Tnjstees. A separate process, agreed by the Trustee Boar(l. is follosved for the elettion of the Chair.
Trustee Induction and Training
New Trustees are briefed on their legal obligations under charity and company law. the content of the Articles
ofAssociation, the committee and decision-making processes.the Business Development Plan and the recent
financial perforniance of the charty. They also meet employees, volunteers. and otherTrustees. Trustees are
encouraged to attend appropriate extemal training and Citizens Advice events to develop their knowledge for
the role. The Trustee Board hold regular Away Days with senior staff to discuss service delivery, strategy and
plans.
Appraisal of the Trustee Board
The Trustees conduct an annual performance appraisal using a Citizens Advice template. Artion is taken on
any areas under performing to ensure the Trustee Board conforms to best practice.

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees. annual report (incorporating the directors. report) (conlinuedj
Year ended 31 March 2025
Organisational Strurture
The Trustee Board is responsible for setting the strategic direction of the organisation and the policy of the
charity. The Trustees carry ultimate responsibility for the conduct of Citizens Advice West Suffolk and for
ensuring that the charity satisfies its legal and contrartual obligations. Trustees meet at least ten times a year.
and delegate the day-tfrday operation of the organisation to a paid Chief Executive Officer.
The Trustee Board has assigned responsibilities amongst the Trustee group to allow wor*load to be shared
and ro give a clear point of contact for senior staff. The Trustee Board is independent from management. A
register of mewnbers, interests is maintained at the registered office and is available to the public on request.
All Trustees and key employees have dedared that they are a 'f(t and proper person" to be involved in the
running of a charity.
The Trustee Board regularty reviews its effecriveness and the use of committees. There are three committees,
the Operations Committee, Personnel Committee and Appeals Committee. There are working groups to
discuss specific issues.
The Committees report to the Trustee Board.
Operations Committee
The commtttee meets monthly ahead of each Trustee Board meeting and is responsible for.
Addressing any issues that need detailed discussion prior to presenting to the Trustee Board. These include
finance. infrastrurture. property, HFL contracts. and strategy.
The Committee does not have any decision-making powers other than in exceptional circumstances. The
Trustee Board fully ratifies any decisions made under these arrangements.
Membership: Chair, Vice Chair, Treasurer, Governance Lead, Chief Executive Officer and Chief Operating
Officer.
Personnel Committee
The committee meets when required and is responsible for.
Oversight of HR policies, procedures. perfonnance managemenc grievances and disciplinary matters.
volunteer complaints. workforce modellin& succession planning and salary reviews.
The Committee does not have any decisiorpmaking powers other than in exceptional circumstances. The
Trustee Board fully ratifies any decisions made underthese arrangements.
Membership: CEO, Chair. Treasurer, Trustee Lead for People and one trustee wsth relevant experience.
Appeals Committee
The committee meers as required and is responsible for
Managing and hearing appeals from staff and volunteers.
The Committee does not have any decisionvmaking powers other than in exceptional circumstances. The
Trustee Board fully ratifies any decisions made under these arrangements.
Membership: Wice Chair. Trustee Lead for Govemance and one trustee with relevant experience.
10

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees, annual report (incorporating the directors. report) (conQnu¢
Year ended 31 March 2025
Related Partles
Citizens Advice West Suffolk is a member of Crcizens Advice. the national association for the Citizens Advice
service. With effect from April 2015 Citizens Advice Bureaux became known as Local Citizens Advice ILCAI and
Suffolk West Citizens Advice Bureau became known as Citizens Advice West Suffolk (CAWSI. The charity also
cooperate5 and liaises with many other advisory services, local charities. trusts, councils and system partners
on behalf of clients.
Audit process
The charitable company is annually audtted by CitizensAdvice using a Performance and Qualty Framework.
Everythree years the charity receives a full audrt to ensure compliance with the Advice Quality Standard IAQS)
and the Money Advice Service Debt Advice Quality Framework IMASDAQF).
The Red/AmberlYellow and Green (RAYG) scoring system is used to mark each of the five key areas:
Quality of Advice AssessmenL
Client Experience.
People ManagemenL
Leadership.
Financial Health Monitoring.
Quolity of Advice Assessment - every quarter the charity self-assesses a selection of cases which are then
checked by a Cttizens Advice auditor for the qualrty of the self-assessment and quality of advice.
Client E¥perience- a selection of dients is contatted by email or texr after the advice process to assess their
sat15faction with the service and the advice provided.
People Monogement- an annual survey is sent to all staff and volunteersto ask people about their experiences,
identify what's working well and see where improvements can be made.
Leudership - the Trustees annually self-assess how well the charity is run and whether it is delivering good
quality service5. The self-assessment is checked by an audrÉor from national Citizens Advice.
nancial Heafth quarterty financial reports are provided to national Crtizens Advice which are assessed
against the budget and the reseNes policy. A comparison is provided wtth other LCA in the family group.
In February 2025 the charty had Èts thretryear audtt and scored green in all five areas. The Advice Qualty
Standard was renewed until March 2028.
The charity is re&stered with the Financial Conduct Authority and submits annual returns.
Risk management
The Trustees have reviewed their procedures considering corporate governance guidance contained within
the Statement of Recommended Prattice 'Accounting and Reporting by Charities.. Organisational risk is
assessed within the Business Development Plan. The Flan considers potential changesto the environment in
which the charity is working and highlights how these could impart on its seNices. The organi5ation faces a
range of operational risks and the key to successful risk management is to identify potential risks. the
likelihood of them occurring and then mitigate their impacL The Risk Register is a formal statement of the
charity's risk management strategy and how the impact of potential risks can be minimised. TheTrustees and
the management team have given detailed and careful consideration of the risks.
11

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees. annual report {incorporating the directors, report) (¢onlinued)
Year ended 31 March 2025
Suffolk West Citizens Advice Bureau's objettives irs internal organisation, and the environment in which it
operates are continually changing and as a result the risks it faces are not constant. Organisational success
derives, in parc from successful risk taking and so the purpose of intemal control is to help manage and
control risk appropriatety rather than to eliminate tt.
The following measures will help minimise the risks:
The Trustee Board recognises its role as the ultimate authortty on thegovernance of the organisation
and the management team and staff recognise that they operate with delegated authority.
Effective appraisal and supervision of the Chief Executive Officer and management team.
Reviewing clienL Staff, and volunteer feedback to improve or adapt the Se￿iCe to meet the needs
of the community.
Regular case checkin& Independent File Reviews and training to ensure qualty of advice.
Handling complaints promptty and effeaively keeping complainants infomed throughout the
process.
Good communication between volunteers. staff. the management team. and the Trustee Board.
The effettive use of probationary periods; staff and volunteersupervision and appraisal- and policies
to promptly identify and deal with issues of concem.
Regular review and anatysis of statistics to ensure targets are met.
Maintaining good relationships with funders to identify potential funding opportunities and
challenges.
Building strong relationships with partners to optimise joint working.
Ensuring adequate financial reSe￿e5.
Monthly financial monitoring against annual budget.
Maintaining independence and political neutraltty to avoid conflirts of intere￿.
Statement of Internal Control
The Trustee Board oversee the information security of all the personal information and special category data
that is processed. induding the personal information of our dients. staff. funders. and strategic partners.
SLrflolk West Citizens Advice Bureau hold joint responsibility for dient data that is held in our case
managemenf System with the national Citizens Advice Service. An infomiarion assurance management team
exists to ensure the confidentiality, integrtty and availabillty of all personal and sensttive data is maintained
to a level which is compliant with the requirements the General Data Protection Regulation and Data
Protection Att 2018.
12

Suffolk West Citizens Advice Bureau
Company Limited by Guarantee
Trustees, annual report (incorporating the directors. report) (ci)ntinued)
Year ended 31 March 2025
Small company provisions
This report has been prepared taking advantage of the small companies, exemption of section 415A of the
Companies Att 2006.
The Trustees, annual reportwas approved on 20thocEober 2025 and signed on behalf of the board of Trustees
by.
C Knight (Treasurer)
TrU￿e
13

Suffolkwest CltlzensA(fvice BuTeau
Company Number 07645392
Charlty Number 1144118
statement of FinancialActi¥itses
(including an Income and ExpenditureAccounl
Forthe Year Ended 31st March 2025
Restricted
Funds
Notes Unrestrirted Funds
Totsl
2024
Donations anl Gifts
Otherlncome
Activities in furtherance of the char¢tys
objectives
13A57
18.102
13.457
18,102
11518
Local govemmem grants
Other Grants and income
Bank inlerest
Totsl In¢ome and enqlowments
321M
173.024
21￿95
321.906
338,691
21,995
714.151
320.605
403.430
14.937
759.724
165.667
165,667
Charitable activities
Bureau operating costs
Managemerrt and administration
Totalexpenditure
165.789
671223
5.820
673.130
7.429
680.558
5,095
Slo￿29
166.514
Net incomellexpen(Jiturel before transfer5
Transfers belMeen lunds
Netmovementinfunds
37P55
18471
37,108
79.166
37?55
18471
37,108
79,166
Fund balances brought forward from
1st April 2024
Fund balances ¢arriedforwarfl at
31st March 2025
17,884
374.343
473,580
17,037
490.617
453,509
Allthe above results are derived from continuingacl1￿ie5. Aligains and 1055es recognised in the year are included above.
14

Suffolk West Citizens Advice Bureau
Company Number07645392
Charity Number 1144118
Balance Sheet as a13tst March 2025
Notes
2025
2024
Tangible Fixed Assets
15
Debtors and prepaid expenses
Cash at bank and in hand
17.484
604,1149
12.592
621533 618,698
631.290
Creditors: amounts taliing
io
1130?16)
1177.7811
490,617
.509
le
490,617
453,509
Funds:
Unrestricted
Restrictetj
4T3.580
17.037
435.625
17.884
490,617
453.509
The directors are saiisfied thatthe company is entitled to exemption fom the provisions of the Companies Act2006
(the Act) reiatingto the audit of the financialststements forthe yeaF by virtue of section 477, and that no member or
members have requested an audit pursuantto sectiDn 476 oftheAcL
The directors acknowledgetheir responsibi￿ties1or.
ensuringthatthe company keeps proper accounting records which comptywith section 36 oftheAct. and
complyingwith the requirements ofthe Companies Actwith respect to accounting records and the
preparation of accounts.
These financiaistatements were approved bythe trustees and authorised for issue on 20
October 2025 and are signed on their behalf by.
UL
C Knight
Treasurer
Company number07645392
15

Suffolk West Citizens Advice Bureau
Company Number07645392
Charity Number 1144118
Statement of Cash Flows fortheyear ended 31 March 2025
Note
2025
2024
Cash (absorbed by) generated from operations
Net incomeforthe year
37.108
79,166
Interest received
Depreciation of tangible fixed assets
Increaseldecrease in debtors
Increaseldecrease in creditors
Net cash flow from operating aclivities
(21.995)
114.9371
14,892)
(46,865)
{36,644)
14.1741
26.291
86,346
Cash f(ow from operating actlvitles
(36,644)
86.346
Cash flow from investing activities
Payments to acquire tsngible fixed assets
Interest received
Net cash flow from investing aclivities
21.995
21,995
14.937
14,937
Net in¢rease/de¢rease in cash and cash equivalents
(14.649)
101.283
Cash and cash equivalents at IAprll2024
618.698
517,415
Cash and cash equivalents at 31 March 2025
618,698
Cash and cash equivalents consistot
Cash at bankand in hand
618,698
16

Suffolkwest Citizens Advice Bureau
Notes to Financialstatements
Forthe Year Ended 31 March 2025
SuffoikWestCAB is a charitable Companyre￿Stered in England. Its address is given inthe
charity information on page 2. It operates Citizens Advice Bureauxforthe benefit ofthe
community in West Suffolkand suiroundingareas.
The charity constitutes a pubknc benefit entity as defined by FRS 102. Thefinancial
statements have been prepared in accordancewithAccountingand Reporting byCharities=
ststement of Recommended Practice applicable to charities preparingtheir accounts in
accordancewith the Financial Reportingstandard applicable in the UKand Republic of
Ireland IFRS 102) leffecttve l January2015)-(Charities SORP {FRS 1021). the Financial
Reportingstandard applicable in the UKand Republic of Ireland (FRS 102) and the
CompaniesAct2006. The accounts have been prepared underthe historical cost
convention with Étems recognised at cost or transaction value unless otherwise stated in
the relevant note tothe accounts.
Income is recognised when the chaiityhas entitlementtothe funds, any performance
conditions attachedto the itemls) have been met. it is probablethatthe incomewill be
received, and the amount can be measured retiably and is not deferred.
Giant5 receivable: Revenue grants are credited as incoming resourceswhen they are
receivable provided that conditions forreceipthave been complied with.
Voluntary income- Ailvoluntary incomewhich is received byway of donations, gifts and
fundraisingevents is included as income on receipt.
Expenditure is recognised once there is a legal or constructive obligation to make a
paymenl to a third party, it is probablethat settlementwiu be required. and the amount of
obligation can be measured reliably. It is allocated bemeen:
Expenditure incurred directly to the fulfilment of the charitys objectives.
Expenditure incurred directLy in the effortto raise voluntary contributions.
Expenditure incurred in the managementand administration ofthe charity.
Any expenditure which cannot be specifically identified as direct charitable expenditure or
fundraisingexpenditure is included in the management and administration function ofthe
charity.
Piiorto auto-enrolment. employercontributions were madethrough a group policywith
Standard Lifewhich is no longer offered to staff. Personalcontributions are notdeducted
from staff pay. but members make individual arrangements fordirect debits with Standard
Life. Following the charity's staging date for aUt￿en101ment in May 2017. NEST became our
main pension provider into which stsff are automatically enrolled if eligible. with employee
deductions from pay.
17

Suffolk West Citizens Advice Bureau
Notes to Financial Statements (continued)
For the Year Ended 31 March 2025
Rentals paid under operating leases are chaoed against income as incurred.
Expenditure on office refurbishment and equipment with a value below £1,000 is charged
against revenuewhen incurred. New items of equipment over£l,000 willbe capitalised
and fully depreciated withintheyear of purchase.
General funds are unrestricted funds which are available for use at the discretion of the
trustess in thefurtherance ofthe generalobjectives of the charity and which have not been
esignated forother purposes.
Designated funds comprise unrestrictedfundsthat have been set aside bythetrustees for
particular projects having regard to the nature of funding and costs associated with
providing seNices or completion of the project. Any surpluses or deficits are transferred to
non-designated unrestricted funds or met from non-designated unrestricted funds on
cessation ofthe service or completion of the project. The aim and use of each designated
fund is set out in the notes in theTiustee's Report on page6.
Restricted funds arefundswhich areto be used in accordance with specific restrictions
imposed bydonors orwhich have been Taised bythe charityfor particular purposes. The
aim and use of each restricted fund issetout in the notes tothefinancial statements.
In accordancewtth SORP recommendations. grants receivable before31st March 2016
relating to future periods have not been tieate(J as deferred.
Unrestricted fun(Js: Donations received from in(lividuals and corporate bodies amounted to
£13,457 (£8.234).
18

Suffoikwesl Citizens Advice Bureau
Notes to Financial Statements Icontinuedl
FoTthe Year Ended 31 Mar¢h 2025
01.0424
Income
Expenditure Transfers 31.0325
General ReSe￿e
Designated Funds
Designated
Total Unrestrlcttd Funds
295,625 548,484
(510,5291
333,580
140.000
435.625 548.484
140.000
473.580
1510.5291
Restricted Funds
Fincap
Training
MS Society
Supported Advice
Nationwide
Equity in Mind 16- 25
Equity in Mind 65+
Cost of Living
12.518
1.980
7.916
15,3771
15,057
1.980
I18.￿0}
123,0741
152.1571
120,0451
120,9871
125,9741
23.074
52.157
16.659
20,987
25.974
1386
Total Restricted Funds
17.884
165.667
(166,5141
17,037
Total Funds
453.509
714.151
(677.0431
490,617
Financial Capabibty- To provide trainingto frontlineworkers and en(J usersto increase awareness
on budgeting. savings. credf( and energyefficiency.
Training- To providetrainingto paid staff and volunteers.
MS SocietyProject -To provide benefit and debt caseworkto families affected by Multiple
Sclerosis.
SupportedAdvice Project-To provide indNidual supponto ctients affected ty poor mental health.
NaDonM"de OlderPeople's Pmject-To provi(Je hoti51ic a(Ivice to people over sfate retirement age.
Equityin MindPmject- To provide a(fvice and caseworkto clients 1&25 years ol(J with a severe
mental illness.
Equity in Mind Projett -To provide advice and caseworkto clients 65+ with a severe mentsl illness.
Cost ofLfvingproJecf - To provide adviceto patients referred tothe service by Social Prescribefs.
Designated Funds- £140.000 ot unrestricted funds have been designated to ensure the chartty
remains sustainable.
Contractual CommitmentReserve£lOO.000 -To cover contracted payments including
redundancy. maternity cover. disciplinary and grievance procedures. IT and accountancy.
EouipmentReserve£15.000 -To purchase ￿. telecoms and office equipment.
PropertyCommitnpentReserve£25.000 -To cover costs of office maintenance and moving
premises.
19

SuftolkWestCili2ensAdvice Bureay
Notes to Financialstatements (Continued)
Forthe Year Ended 31 March 202S
01.0423
Income
E¥pendlture
Transfe
3L0324
General Reserve
Designated Funds
Designated
Total Unrestricted Funds
225,699
s50.￿7
1468.027) 112.9541
295,625
140,000
365.699
140.0(M)
435.625
s50.￿7
1468.0271 112.9541
RestrSctefl Funds
Fincap
Training
MS Society
Supporred Advice
Nationbyide
Equty in Mind 16- 25
Equty in Mind 65+
Cost of Living
6.665
16.830
110.977)
12.518
18.Y21
71.593
32.369
25,￿1
18.729
25.974
116.5131
1108.6471
134.T181
121.6151
120.0021
11,8081
37,054
3,386
1.273
125.9741
Tolal Restrlcted Funds
8.645
208.817
1212.5321
12,954
17,884
Totsl Funds
374,344 759.T24
1680.5591
453,509
Financial Capability-To providetrainingtofTorrtiineworkers and end users to irkciease awarenesson
budgeting, savings. credit antl energyefficiency.
Training-To provi¢etrainingto paid staff and volunteers.
MSSo¢ietyPmject -To provide benefitand debt caseworktokmiiies affected by Multiple Sclerosls.
Supported Advice Project-To provide indr¥idualsupporttoclients affected by pool mentalheallh.
NatIon￿de HousingA(fvicè Project-To provide holtsingsupportfor homelessness, evictions. ￿nt
arrears. landlord disputes and disrepair.
Equityin MindProject -To prowde advice and caseworkto cknents 1fr25 years old wtth a severe mental
illness.
Equityin MindProiect -To provide a￿l¢ean￿ caseworkto clients 65+ with a severe mental iiLnes
Costof knwngProject - To provide adviceto patients referred to IheseNice by Social Prescribers.
Deslgnated Funds-£140.000 of unre51ri¢tedfunds have been designated t(} ensure the charity remains
sustsinable.
ContractualCommitinentResefve £1{￿,000 -To covercontracte(J payments including redundallcy.
maternity cover. disciplinaryand grievance procedures. rrand accountancy.
EquipmentReserve£15.tXIO -To purchase IT.telecoms and office equipment.
Property CommAtmentReserve£25.000 -To covercosts ofoffice maifflenance and movingpremises.
20

Suffolkwest Citizen5 Advice Bureau
Notes to Flnancial Statements (continuedl
Forthe Year Ended 31 March 2025
Unrestricted Restricted
Total
2024
Salaries, NIC and pensions
Staff and volunteer
Off ice costs
Piemises costs
Fundraising costs
Other
385,172
7.753
48.182
56.428
4.284
3,614
505.433
120,258
527
16.99)
26.937
505.430
8.280
65,172
83.365
4.284
4.692
671,223
493,501
7,470
80.462
91.799
1,078
165,789
11021
673.130
Uniestricted Restricted
Total
2024
Insurance
Annual General Meeting
Secretarial salary
Governance
400
266
266
3.350
2.204
389
3.350
3,290
3.350
1,480
725
5.095
725
5.820
7,429
During the year, the charity incurred the foiiowingfees in respect of services provi(ied by
the independent examiner".
Independent examination ofthe accounts: £2.514
Bookkeepingsetvices: £5,280
21

Suffolk West Citizen5 Advice Bureau
Notes to Financial Statements (continued)
Forlhe Year Ended 31 March 2025
2025
2024
Miscellaneous income
Fundraising
6,810
11.292
7,925
4.593
18.102
12.518
2025
2024
Westsuffolkcouncil
Nid Suffolk Districtcouncil
Suffolk County Council
East Cambridgeshire District Council
Buryst EdmundsTown Centre
Cambridge CAB
245.QOO
5,460
40.260
23.166
1.020
7.000
245,379
5.460
39,600
23.166
7.000
321.906
320,605
2025
2024
338,691
403,430

Suffolk West Citizens Advice Bureau
Notes to Financial Statements (continued)
Forthe Year Ended 31 March 2025
2025
2024
Trade debtors
Prepaid expenses
16,073
1.411
7,589
5.003
17,484
12.592
Cash at Bank
Cash In Hand
603.883
166
618.653
604,049
618,698
Trade creditors
6.715
14.386
7.954
155,441
Taxation and Social Security
Accruals and deferred income
115.305
130,916
177.781
At the balance sheet date, the charity had entered into contractual arrangements for building
workto be completed afterthe year end. Thetotalcapttal commttment not provided for in the
financial statements is £13,150.
The buildingwork relatesto improvementstothe charity's main premises and is expected to be
completed within three months of theyearend. The commitmentwas contracted priorto the
year end. butthe work had not commenced atthe reporting date.
Trustees are invited to submit claims fortravelling and incidental costs associated with
attendance at Board meetings,tiainingand other meeting attended on the Charity's business.
Claims were made duringthe yearand payments to Trustees amounted to £113 (2024, £431.
23

Suffolkwest Citizens Athiice Bureau
Notes to Flnancialststements Icontinuedl
Forthe Year Ended 31 March 2025
Restricted
Designated
General
Totsl
Fixed Assets
Current Assets
Current Liabilities
17.037
140.0
621,533
1130.9161
1130.9161
17.037
140,0
333.580
490.617
Analysls of NetAssets belween Funds- Prioryear
Restricted
Designated
General
Total
Fixed Assets
Current Assets
Current Liabilities
17.884
140.0
473.406
1177.7811
631.290
1177.781)
17.884
140.0(X)
295.625
453.509
The average number otemployees duringiheyearwa$ 2512024. 251 and the totsl emoluments for
the year amounted to-
2025
2024
Gross Pay
Employei's NIC
461.376
35.362
496.738
452,869
32.391
485.260
Employevs contributionto pensions
Std Life
9.247
2.795
508,780
15.OIKI)
8.876
2.714
496.851
15.0001
Less- employment allowance
(included in other income
503,780
491.851
The emoluments We￿ shown in the notesto the accounts as fouows:
Bureau operation cost (Note 51
Management and Administration
Secretarial salary
505.430
493.501
3.350
3.350
508.780
496.851
The pension scheme is a defined contribution scheme.
No staff received remuneTation at or above £60.000.

Suffolk West Citizens Advice Bureau
Notes to Flnanclalstatements Icontinued)
Forthe Year Ended 31 March 2025
Office and Computer
Equipment
Cost
Total
As at IAprÈ12024
Additions
Disposals
As at31 March 2025
79.091
79,091
79,091
79.091
Depreciation
As at l Apri12024
Charge forthe year
Disposals
As at31 March 2025
79,091
79.091
79.091
79,091
Nel Book Value
As at l Apri12024
As at31 March 2025
The Charity is controLLed by the Board of Tiustees.
25

INDEPENDENTLYAMINER'S REPORT
TO THE MEMBERSOFTHESUFFOLKWESTCITIZENSADVICE BUREAU
Independent Examlner's Report to the Trustees of the Suffolk West Citizen Advice Bureau
I report ro the charity trustees on my exarnination of the accounts of the Companyfor the year
ended 31 March 2025.
Respective responsibilities of trustees and examiner
As the charity's trustees of the Company (who are also the directors of the companyforthe
purposes of company law), you are responsibleforthe preparation ofthe accounts in
accordancewith the requirements ofthe CompaniesAct 2006 ("the 2006Act-l-
Having satisfied myself that the accounts of the Company are not required to be audited for this
year under Part 16 ofthe 2006 Act and are eligible for independent examination. I report in
respect of my examination ofyour charitys accounts as carried out under section 145 of the
Charities Act20111"the 2011 Act-). In ¢arrying out my examination. I havefollowed the
Directions given bythe Charity Commission (under section 145(51(b) of the 2011 Act.
I have completed my examination. I confirm that no material matters have come to my
attention which gives me cause to believe that:
accounting records were not kept in accordance wtth section 386 of the Companies Act
2006: or
the accounts do not accord with such records: or
the accounts do not complywith relevant accountingrequirements undersection 396
of the Companies Act 2006 other than any requiremeni thatthe accountsgive a'true
and fair, view which is not a matterconsidered as partof an independentexamination-
or
the accounts have not been prepared in accordance with the Charities SORP IFRS102).
Basis of independent examlnevs stalement
I have no concerns and have come across no other matters in connecrion with the examination
to which attention should be drawn in this report in orderto enable a proper understandingof
eac
untsto be reached.
d(&
Robin Jackson
ChurchgateAccountants Limited
18 Langton Place
Buryst Edmunds
IP33 1NE
26