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2022-03-31-accounts

Registered company number: 08000807

Registered charity number: 1147330 (Scotland: SC044467)

The Silver Line Helpline

Report and Financial Statements

For the year ended

31 March 2022

The Silver Line Helpline Report and financial statements Year ended 31 March 2022

CONTENTS PAGES PAGES
Administrative information 3
Statement of the President and founder 4 - 5
Statement of the Chair 6
7 - 11
12
13 15
Statement of Financial Activities 16 17
Balance sheet 18
Cash flow statement 19
Notes to the accounts 20-31

The Silverline Helpline Report and financial statements Year ended 31 March 2022

ADMINISTRATIVE INFORMATION

Trustees Dame Esther Rantzen DBE (President and Founder) Martin Jones James Batchelor Gary Rycroft Denise Smith

Royal Patron HM The Queen Consort

Registered 7[th] Floor, One America Square office 17 Crosswall London EC3N 2LB Website www.thesilverline.org.uk Bankers NatWest Bank City of London Office PO Box 12258 1 Princes Street London EC2R 8BP Barclays Bank Plc Soho Square Branch, 27 Soho Square London W1D 3QR

Auditor Crowe U.K. LLP 55 Ludgate Hill London EC4M 7JW

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STATEMENT FROM THE PRESIDENT AND FOUNDER

2

Welcome to The on, the demand for our 24/7 free telephone service which offers friendship, conversation, and support to older people, many of whom are isolated and lonely and have nobody else to have a conversation with.

Our challenge, of course, is to spread awareness of our service, and to increase our capacity to respond so that we can answer every call. Because that call may be the only contact an isolated person has, the only way they can talk about their feelings and experience, share memories, laugh or cry with someone and feel, as one of our early callers told us, that when he put the phone down he had once again joined the human race.

It is ten years since the Silver Line charity was launched in 2012. In my role as Founder/President of The Silver Line I would like to thank all the dedicated staff and volunteers who have enabled us to reach this landmark anniversary, and have supported so many thousands of older people who rely upon our service. As President I ring some of our callers from time to time, with their consent, to ask about the issues they are facing, and what more we can do to combat their loneliness. For this Review I spoke to two callers, Helen and Belinda, who have generously allowed me to tell their stories and reflect upon the causes and effects of loneliness in the lives of older people, ten years after we first launched.

Helen, like many callers to our Helpline, is in her seventies, and lives alone. I asked her how she has been affected ay, so the long before Covid struck.

uch

I asked Helen what she does for fun, s television or using her iPad very difficult. She used to enjoy cooking but standing is also difficult for her. What she like Helen, our Helpline has become their only accessible connection with the outside world.

Loneliness is corrosive. Belinda first rang the Silver Line Helpline soon after it opened, reaching out for the friendship and companionship she missed so much. We have linked her with befrienders who chat to her on the phone a couple of times a

old me. Belinda admitted that she had felt so down that she had Some-one to visit me, a friend who would

used to go out a lot, I was always doing things, gardening,

The crucial role played by the staff and volunteers working on the Helpline is not only to listen and chat to our callers, but also to find organisations and projects to support them. There are organisations offering face-to-face befriending around the country, and Belinda has a local Age UK who have volunteers happy to visit and enjoy a chat. But it takes confidence to reach out and Belinda was reluctant to ask for help. Like many of her generation, she has too much pride. So many of our calle

4

interesting and enjoyable company, that sharing their memories is great fun, that conversation with them would be told me.

ver bullet that cures are bothering, or being a burden, or that everyone is too busy to care. Aging inevitably takes from us some of the people we love and rely upon, it may deprive us of our independence, our mobility, our confidence. But The Silver Line offers the fun of an enjoyable conversation, the reassurance that you may be older, but you are certainly valued.

someone in your own life, a friend, a colleague, a family member, a neighbour you could ring up and chat to. That simple conversation will remind them that they are indeed a member of the human race, and above all, create some fun for you both. If reading this Review you are inspired to help us, by volunteering, or by supporting us by fundraising, it will make a real difference to our work, enabling us to spread awareness and answer even more calls. happiness of our older people.

disbanding. So I would like to end by expressing my deep gratitude to the outgoing Board, James Batchelor, Gary Rycroft, and Denise Smith, who like previous Trustees are all skilled and distinguished volunteers who have dedicated themselves to the welfare of vulnerable older people and the success of The Silver Line. We are deeply grateful to all our Trustees over the years who contributed enormously to our mission of alleviating loneliness and reaching out to the older people who need our services desperately. Our Chair, Martin Jones, will continue to play an active role in developing The Silver Line in his role as a Tr

as President, so will I. Thank you to all the supporters, all the people who have donated resources, all the staff and volunteers who have shaped our service since we launched our pilot in 2012. Inspired by your example, let us hope the best.

Dame Esther Rantzen DBE President and Founder

5

STATEMENT FROM THE CHAIR 2022

For The Silver Line Helpline, the financial year 2021/22 has been a time of growth and development as we have negotiated our way through the post lockdown landscape.

people still feel great fear and apprehension about mixing with others and taking part in wider society, particularly about the health implications this might hold for them.

Calls to The Silver Line Helpline have continued to increase in their complexity throughout 2021/22, with many older people telling us that their loneliness and fear for their future is becoming too much for them to bear. Others have told us that the last few years have had a significant negative impact on their mental wellbeing.

Being part of the Age UK group has given The Silver Line Helpline the security and support, during what have been challenging times, to be able to concentrate on responding to changes and to continue to meet the needs of the older people we serve. During 2021/22 we have reviewed and changed the way our Team Leaders and Helpline Officers work and are rostered; doubled the number of Team Leaders to ensure we can support our callers, volunteers, and staff with the increasing number of complex calls; recruited additional paid Helpline Officers so that we can answer more calls; and invested in growing our volunteer management team.

The introduction of three new roles within our volunteer management structure will enable us to recruit and onboard more Helpline volunteers than ever before and provide all volunteers with the training and support they need to thrive in this challenging and hugely essential role.

I would like to offer thanks to the Age UK Board of Trustees for their ongoing support, the services team - specifically Pam Creaven and Alasdair Stewart - for their foresight and leadership of The Silver Line Helpline and for supporting us to navigate the complex changes we have faced, and all of our Helpline staff and volunteers for their hard work and dedication to improving the lives of older people.

success of The Silver Line Helpline and I extend my thanks and good wishes to them, on behalf of The Silver Line Board. Without our generous funders and supporters past and present, we would not be here to answer calls from

As The

Finally, I extend my thanks and gratitude to my fellow Trustees, Dame Esther Rantzen, Gary Rycroft, Denise Smith and James Batchelor, for their unfailing hard work, guidance, and dedication, in steering The Silver Line through contribution in shaping The Silver Line Helpline into the service it is today.

our promise to alleviate loneliness and isolation in the older population, whilst offering friendship, support, and a listening ear, day or night, when older people need us most. I am confident we can continue to do so, now, and long into the future.

Martin Jones, Chair Date: 28 October 2022

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TRUSTEES REPORT 2022

The trustees are pleased to present their report, together with the financial statements of the charity for the year ended 31 March 2022 Charities Act 2011.

The directors of the charitable company (the charity) are its trustees for the purpose of charity law, and throughout year are set out on page 3. Legal and administrative information is set out on page 3, and the statements of the President and Founder, and of the Chairman, form part of this report.

The financial statements have been prepared in accordance with the accounting policies set out in the notes to the financial statements on page 20, applicable accounting standards, current statutory requirements, the Companies Act 2006, the requirements of Accounting and Reporting by Charities: Statement of Recommended Practice (SORP) applicable to charities preparing their accounts in accordance with the Financial Reporting Standard applicable in the UK (FRS102) (Charities SORP (FRS 102)), the Financial Reporting Standard applicable in the UK (FRS102)

Structure, Governance and Management

The Silver Line Helpline was incorporated as a company limited by guarantee (with an exemption from using the word limited in its company name) on 21 March 2012, and it is governed by its Memorandum and Articles of Association.

The company was registered as a charity in England and Wales on 18 May 2012 and its registered number is 1147330. It was also registered as a charity in Scotland on 2 December 2013 with number SC044467.

On 1st October 2019 The Silver Line Helpline became a wholly owned subsidiary of Age UK (Charity number 1128267). The Articles of Association were changed to make Age UK the sole member of the charity and any new trustees would be appointed by the sole member, Age UK. Any new trustees would be given a full induction and training on their appointment, including their statutory duties, and the history and operation of the charity.

The Silver Line Helpline has a Board of Trustees, distinct brand and charity number but sits within the Age UK group structure. It continues to raise money for its own operations, drawing on the Age UK fundraising team to do so governance conversations have continued, and during 2022-23 the current activities of The Silver Line Helpline will transfer into Age UK.

The charity is governed by a board of trustees who meet to determine the strategic direction of the charity. The dayto-day carried out by Age UK staff. Core staff delivering the Helpline service are currently employed by The Silver Line Helpline.

Indemnity insurance is provided for Trustees up to the value of £5m, premiums are paid centrally for the whole group by Age UK, the parent of The Silver Line Helpline. The premiums are not broken down by individual parts of the group, so The Silver L paid by Age UK in relation to Trustees for the financial year ending 31[st] March 2022 was £11,624 (2021:£7,747).

Objectives and Activities for the Public Benefit

The objectives, for which the charity was established, as laid down in the Memorandum and Articles of Association, are to promote the protection of older people and in particular:

danger, suffering isolation, or being abused physically, sexually, mentally, or financially

such older people advice, guidance, and comfort; and

To achieve its aims and objectives, the charity runs its Helpline, the only free, confidential helpline providing friendship, conversation and support, 24 hours a day, 365 days of the year, to older people experiencing loneliness, isolation, and abuse throughout the UK. The Silver Line Helpline is a unique national service that provides friendship and combats loneliness, supports older people, empowers those who may be suffering abuse and neglect and, if appropriate, signposts or transfers them to specialist services. When there is no one else to turn to and most other services are closed, The Silver Line Helpline is there, offering comfort and a listening ear.

This year The Silver Line Helpline has built on its long-term aim, with the successful growth and development of the Helpline Volunteer role. The Helpline now has a well embedded, blended model, with volunteers working

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successfully alongside paid staff, to answer helpline calls and provide much needed support to the older people who ok the decision to grow the volunteer management team, to allow us to develop these essential roles further.

The Helpline is confidential and anonymous, allowing us to quickly build trust with our calllers, who know they can talk to us about anything, without fear of judgement, and without the worry that by discussing their concerns they - we receive many calls from older people with complex issues, including mental health problems, recent bereavement, physical illness, panic attacks, alcoholism, and this year we have received an increasing number of call from people expressing suicidal thoughts.

Success is measured through the monitoring of key performance indicators, and through case studies from callers and volunteers. The service provides a conduit for lonely and isolated older people to have better access to support and social connection.

A key strategy this year was to increase the number of Team Leaders in post to support our Helpline Officers and volunteers to manage the increasingly complex calls we receive. We have also grown the number of Helpline Officers and added new roles into our growing volunteer management team to allow us to recruit and retain more Helpline volunteers.

In setting plans and priorities for its areas of work, the trustees of The Silver Line have had regard to the guidance from the Charity Commission on the provision of public benefit and The Silver Line meets the definition of a public benefit entity under FRS102 and Charities Act 2011.

In particular, the trustees consider how their plans and how the charity delivers these contribute to meeting the objectives in its Memorandum and Articles explained above. The contained in the charitable services and assistance given to older people.

Achievements and Performance

During the financial year 21/22 we answered over 205,000 calls to The Silver Line Helpline. We have continued to deliver our free 24/7 telephone help for older people who are feeling anxious, lonely, or in need of support, throughout the Covid-19 crisis.

The Helpline provides friendship, emotional support, and reassurance to older people who are lonely, isolated or feel they have no one else to turn to. Where relevant and appropriate, callers have been signposted to additional services for holistic long-term support, .

(name changed for confidentiality)

Rachel is a retired specialist counsellor and self-described senior citizen who was recently going through a tough time. Health complications and other challenges left her feeling lonely and unable to cope.

When things got particularly difficult, Rachel turned to The Silver Line Helpline being part of a telephone conversation offering friendship and support, she was used to being on the other end of the line!

Inspired by the bravery of the callers she used to support, Rachel picked up the phone to connect with a Silver Line team member.

Rachel was struck by how kind the voice on the other end of the phone was. She and the team member spent a long time on the phone and as Rachel explained more of her personal situation, the team member listened intently. The team member supported Rachel and encouraged her not to blame herself for what was happening to her.

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When the call was coming to an end, the team member urged Rachel to call again if she needed to.

Calling The Silver Line late at night

Finding it helpful to chat with someone who really cared about how she was feeling, Rachel continued to call The Silver Line over the coming weeks.

Rachel found the support from The Silver Line invaluable, to say the least.

Alongside the emotional support, Rachel found the conversations she had with the Silver Line team members gave her new insight during a really tough time.

felt in such a muddle.

Support through the toughest times

other side of it, taking calls from people who were desperate I know how important these lines are. I hope you can carry on getting the funding you need.

My name is Ian and I'm a Silver Line Helpline officer working on the 2.15-10pm shift.

When arriving on shift I always first check in with my team leader to make sure I'm up-to-date and aware of any information I need, I say good afternoon to colleagues within group chat and then straight to the phone lines.

Every day is completely different on The Silver Line Helpline, and the biggest challenge is finding the perfect balance due to the variation in each call we receive. One caller could have a serious issue which requires safeguarding or signposting to appropriate services, and need support to keep as calm as possible to achieve a have!

I thoroughly enjoy each and every day on The Silver Line Helpline working with a truly dedicated team, and the small.

Many of the callers have said to me since starting on the helpline "The Silverline is truly a wonderful service & I don't know where I'd have been without it", and for me it's a real privilege to be part of the service.

Remuneration

Salaries and employment terms and conditions are considered in line with Age UK policy and practice.

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Financial Review and Risks

Income of £1,131k (2021: £2,569k) and expenditure of £1,237k (2021: £1,795k) contributed to a net deficit of £106k (2021: surplus of £804k). The charity ended the year with total reserves of £546k of which £48k were in restricted funds (2021: £92k). The reduction in income in the period was mainly due to a reduction in grant income Appeal to help respond to increased demand for the Helpline from older people, which did not continue into FY 2022) and further transfer of contracts onto Age UK during the course of the current year.

At the year end the charity held £1,340k (2021: £1,112k) of cash at bank and in hand. It had £988k (2021: £529k) of creditor balances, including £799k (2021: £414k) payable to Age UK. Net assets of the charity at the year-end were £546k (2021: £651k).

The trustees regularly monitor the major risks affecting the charity. Identified risks will be mitigated through effective policies and procedures covering all areas of operational practice.

quarterly and by trustees at each board meeting. The areas of greatest risk are:

Trustees agreed a budget for the financial year and receive regular updates on financial progress through management accounts. A revised forecast has been prepared covering the period to the expected transition date and forecasts for the March 2025. The principal funding sources throughout the year were trusts, foundations and corporate partners. We also received income from a small number of individual givers.

In the year, measures continue to be taken with the aim of improving the financial situation of the charity. These occurred both before and after becoming a subsidiary of Age UK one of the key aims was to achieve cost efficiencies through processes and staff roles which has been achieved.

and processes will be merged into the Age UK financial systems. Budgets for The Silver Line Helpline service will

Fundraising

Throughout the year, the charity was an active fundraiser with this activity being undertaken by Age UK staff. No external agencies, either paid or unpaid, were used to fundraise for the charity.

The Silver Line is a member of the Fundraising Regulator and abides by the Code of Fundraising Practice and the Fundraising Promise. We are not aware of an incident where we failed to comply with the Code and received no complaints about the fundraising activity.

We are very conscious of the demographics of our service users and supporters and comply with GDPR regulations on data management. Our policy on fundraising with people in vulnerable circumstances is followed by all our staff engaged in fundraising. All fundraising materials and training provided to our fundraisers, and those fundraising on our behalf, are regularly reviewed by the Fundraising Compliance Manager of Age UK (acting on behalf of our parent fundraising. We regularly review our fundraising marketing channels and propositions and take on feedback from our supporters and the public.

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W

Lottery for their support through the Postcode Support Trust, The Eighty Eight Foundation, and the John Laing Charitable Trust. We are also grateful for the support of Annington.

Reserves Policy

The Silver Line Helpline historically had a reserves policy to hold unrestricted cash reserves equivalent to three months operating expenditure. In 2021, the directors reviewed the risks in the light of the pandemic and had revised the reserves policy to a target of 6 months of charitable expenditure, to be achieved over the next two years. Following the decision to transfer the Helpline to Age UK, an exercise has been undertaken to ensure that the charity has sufficient resources to continue operating up to the transfer date. Beyond this, the operations of the Helpline will continue within Age UK.

The Silver Line Helpline holds total reserves of £546k of which £48k is restricted reserves, this leave £498k of unrestricted funds. Total free reserves stand at £485k. The free reserves exclude Fixed Asset reserves.

moving toward the new target, such that unrestricted reserves now represent 4.7 months (2021: 4.2 months) of charitable expenditure which is £485k.

Age UK continues to support The Silver Line Helpline to meet its financial commitments as they fall due.

Going Concern

Following ongoing discussions between The Silver Line Helpline and Age UK about future governance arrangements, The Silver Line Helpline trustees agreed in October 2022 to transfer the current and remaining activities of The Silver Line Helpline into Age UK. The Silver Line Helpline service will continue within Age UK, with The

As such, the directors have prepared the financial statements on a basis other than on a going concern basis. The use of a basis other than the going concern basis of accounting has not resulted in any changes to the recognition, measurement or presentation of transactions and balances in these financial statements.

Future Plans

The impact of Covidr some time. The current cost of living increases and the energy crisis are also expected to significantly impact our beneficiaries. We remain focused on ensuring the Helpline is available 24/7 for older people that call us. Covid-19 enabled us to develop a mixed model of service delivery, bringing volunteers in to help answer calls. As we look forward we plan to continue improving the volunteer experience, ensuring volunteers are well trained and supported in their roles. With the growth of our volunteer management team, we aim to increase the number of volunteers and the number of calls they answer. Following the completion of our staff restructure last year, we will continue to monitor and review how, when, and where we deploy resources to maximise our impact and availability based on any future changes in incoming call demand patterns.

We will also be commissioning an evaluation of the Helpline service to ensure we are still meeting the needs of our callers, and to inform decisions on future service improvements and opportunities to develop new activities to support older people in the future.

These future plans, and evaluation, will be taken forward within Age UK following the transfer of activities from The Silver Line Helpline to Age UK during 2022-23.

Trustees

The membership of the Board is set out below. All served on the Board throughout the year unless otherwise stated:

Dame Esther Rantzen DBE (President and Founder) Martin Jones, Chair James Batchelor Gary Rycroft Denise Smith

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Disclosure of information to auditor

Each of the persons who is a trustee at the date of approval of this report confirms that, so far as each trustee is aware, ken all steps that they ought to have taken as Trustees in order to make themselves aware of any relevant audit information and to

Statement of Trustees' responsibilities in respect of the

applicable law and regulations.

Company law requires the trustees to prepare financial statements for each financial year. Under that law they have are required to prepare the financial statements in accordance with UK Accounting Standards and applicable law (UK Generally Accepted Accounting Practice), including FRS 102 The Financial Reporting Standard applicable in the UK and Republic of Ireland .

Under company law the trustees must not approve the financial statements unless they are satisfied that they give a true and fair view of the state of affairs of the charitable company and of the excess of income over expenditure/expenditure over income for that period. In preparing these financial statements, the trustees are required to:

The trustees are responsible for keeping adequate accounting records that are sufficient to show and explain the he charitable company and enable them to ensure that the financial statements comply with the Companies Act 2006. They are responsible for such internal control as they determine is necessary to enable the preparation of financial statements that are free from material misstatement, whether due to fraud or error, and have general responsibility for taking such steps as are reasonably open to them to safeguard the assets of the charitable company and to prevent and detect fraud and other irregularities.

The trustees are responsible for the maintenance and integrity of the corporate and financial information included on statements may differ from legislation in other jurisdictions

The report has been prepared taking advantage of the small companies exemptions within the Companies Act.

Martin Jones Chair

7[th] Floor, One America Square, 17 Crosswall, London, EC3N 2LB Date: 28 October 2022

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the Members and Trustees of The Silver Line Helpline

Opinion

31 March 2022 which comprise Statement of Financial Activities, Balance sheet, Cashflow statement and notes to the financial statements, including significant accounting policies. The financial reporting framework that has been applied in their preparation is applicable law and United Kingdom Accounting Standards, including Financial Reporting Standard 102 The Financial Reporting Standard applicable in the UK and Republic of Ireland (United Kingdom Generally Accepted Accounting Practice).

In our opinion the financial statements:

Basis for opinion

We conducted our audit in accordance with International Standards on Auditing (UK) (ISAs (UK)) and applicable the financial statements section of our report. We are independent of the charitable company in accordance with the Standard, and we have fulfilled our other ethical responsibilities in accordance with these requirements. We believe that the audit evidence we have obtained is sufficient and appropriate to provide a basis for our opinion.

Emphasis of Matter - Basis of preparation in respect of going concern

We draw attention to the disclosure in note 1, which explains that the financial statements have not been prepared on a going concern basis of accounting. Following the decision of The Silver Line Board of Trustees to close the charity in August 2022 and transfer the activities to Age UK, the accounts have been prepared on a basis other than a going concern basis. Our opinion is not modified in this respect.

Other information

The trustees are responsible for the other information contained within the annual report. The other information thereon. Our opinion on the financial statements does not cover the other information and, except to the extent otherwise explicitly stated in our report, we do not express any form of assurance conclusion thereon.

Our responsibility is to read the other information and, in doing so, consider whether the other information is materially inconsistent with the financial statements or our knowledge obtained in the audit or otherwise appears to be materially misstated. If we identify such material inconsistencies or apparent material misstatements, we are required to determine whether this gives rise to a material misstatement in the financial statements themselves. If, based on the work we have performed, we conclude that there is a material misstatement of this other information, we are required to report that fact.

We have nothing to report in this regard.

Opinions on other matters prescribed by the Companies Act 2006

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

company law, for the financial year for which the financial statements are prepared is consistent with the financial statements; and

requirements.

Matters on which we are required to report by exception

The directors were not entitled to prepare the financial statements in accordance with the small companies regime and take advantage of the small companies exemption in preparing the directors report and from the requirement to prepare a strategic report.

In light of the knowledge and understanding of the charitable company and their environment obtained in the course

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report.

We have nothing to report in respect of the following matters in relation to which the Companies Act 2006 and the Charities Accounts (Scotland) Regulations 2006 requires us to report to you if, in our opinion:

Responsibilities of trustees

directors of the charitable company for the purposes of company law) are responsible for the preparation of the financial statements and for being satisfied that they give a true and fair view, and for such internal control as the trustees determine is necessary to enable the preparation of financial statements that are free from material misstatement, whether due to fraud or error.

continue as a going concern, disclosing, as applicable, matters related to going concern and using the going concern basis of accounting unless the trustees either intend to liquidate the charitable company or to cease operations, or have no realistic alternative but to do so.

f the financial statements

We have been appointed as auditor under section 44(1)(c) of the Charities and Trustee Investment (Scotland) Act 2005 and under the Companies Act 2006 and report in accordance with the Acts and relevant regulations made or having effect thereunder.

Our objectives are to obtain reasonable assurance about whether the financial statements as a whole are free from Reasonable assurance is a high level of assurance, but is not a guarantee that an audit conducted in accordance with ISAs (UK) will always detect a material misstatement when it exists. Misstatements can arise from fraud or error and are considered material if, individually or in the aggregate, they could reasonably be expected to influence the economic decisions of users taken on the basis of these financial statements.

Details of the extent to which the audit was considered capable of detecting irregularities, including fraud and noncompliance with laws and regulations are set out below.

A further description of our responsibilities for the audit of the financial statements is located on the Financial www.frc.org.uk/auditorsresponsibilities report.

Extent to which the audit was considered capable of detecting irregularities, including fraud

Irregularities, including fraud, are instances of non-compliance with laws and regulations. We identified and assessed the risks of material misstatement of the financial statements from irregularities, whether due to fraud or error, and discussed these between our audit team members. We then designed and performed audit procedures responsive to those risks, including obtaining audit evidence sufficient and appropriate to provide a basis for our opinion.

We obtained an understanding of the legal and regulatory frameworks within which the charitable company operates, focusing on those laws and regulations that have a direct effect on the determination of material amounts and disclosures in the financial statements. The laws and regulations we considered in this context were the Companies Act 2006, Charities Act 2011 and The Charities and Trustee Investment (Scotland) Act 2005 together with the Charities SORP (FRS 102). We assessed the required compliance with these laws and regulations as part of our audit procedures on the related financial statement items.

In addition, we considered provisions of other laws and regulations that do not have a direct effect on the financial avoid a material penalty. We also considered the opportunities and incentives that may exist within the charitable company for fraud. The laws and regulations we considered in this context for the UK operations were General Data Protection Regulation (GDPR), Taxation legislation and Employment legislation.

Auditing standards limit the required audit procedures to identify non-compliance with these laws and regulations to enquiry of the Trustees and other management and inspection of regulatory and legal correspondence, if any.

We identified the greatest risk of material impact on the financial statements from irregularities, including fraud, to be within the timing of recognition of income and the override of controls by management. Our audit procedures to

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respond to these risks included enquiries of management, and the Board of Trustees about their own identification and assessment of the risks of irregularities, sample testing on the posting of journals, reviewing accounting estimates for biases, reviewing regulatory correspondence with the Charity Commission, and reading minutes of meetings of those charged with governance.

Owing to the inherent limitations of an audit, there is an unavoidable risk that we may not have detected some material misstatements in the financial statements, even though we have properly planned and performed our audit in accordance with auditing standards. For example, the further removed non-compliance with laws and regulations (irregularities) is from the events and transactions reflected in the financial statements, the less likely the inherently limited procedures required by auditing standards would identify it. In addition, as with any audit, there remained a higher risk of non-detection of irregularities, as these may involve collusion, forgery, intentional omissions, misrepresentations, or the override of internal controls. We are not responsible for preventing non-compliance and cannot be expected to detect non-compliance with all laws and regulations.

Use of our report

This repor the Charities Accounts (Scotland) Regulations 2006. Our audit work has been undertaken so that we might state to other purpose. To the fullest extent permitted by law, we do not accept or assume responsibility to anyone other than opinions we have formed.

Nicola May Senior Statutory Auditor For and on behalf of Crowe U.K. LLP Statutory Auditor

London

31[st] October 2022

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2021 Total 2,429,147 139,718 5 30,671 2,599,541 1,942 1,793,540 1,795,482 804,059 - 804,059
Restricted
Funds		 £ 228,540 - - - 228,540 - 223,406 223,406 5,134 (111,889) (106,755)
Unrestricted
Funds		 £ 2,200,607 139,718 5 30,671 2,371,001 1,942 1,570,134 1,572,076 798,925 111,889 910,814
2022 Total £ 1,121,332 10,119 2 - 1,131,453 512 1,236,509 1,237,021 (105,568) - (105,568)
Restricted
Funds		 £ 121,251 - - - 121,251 - 117,572 117,572 3,679 (47,846) (44,167)
Unrestricted
Funds		 £ 1,000,081 10,119 2 - 1,010,202 512 1,118,937 1,119,449 (109,247) 47,846 (61,401)
Note Income from: Donations and Legacies
2		 Charitable Activities Investment and Interest Income Covid19 Job Retention Scheme Total Income Expenditure on: Raising Funds
3		 Charitable Activities
4, 5		 Total Expenditure Net (expenditure)/income8 Other recognised gains Transfer between funds Net movement in funds
2021 Total £ (152,903) 804,059 651,156
Restricted
Funds		 £ 198,727 (106,755) 91,972
Unrestricted
Funds		 £ (351,630) 910,814 559,184
2022 Total £ 651,156 (105,568) 545,588
Note
Unrestricted
Funds
Restricted
Funds		 £
£		 Reconciliation of funds Funds brought forward - 1 April
17
559,184
91,972		 Net movement in the year
(61,401)
(44,167)		 Total funds at 31 March 2022 (2021)
497,783
47,805		 The results above all arose from continuing operations. The notes on pages 20 to 31 form part of these financial statements.

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

BALANCE SHEET as at 31 March 2022

Notes
Fixed assets
Tangible assets
9
Investments
10
Current assets
Debtors
11
Cash at bank and in hand
Creditors: amounts
falling due in less than one
year
12
Net current assets
Total assets less current
liabilities
Provisions for liabilities
13
Net assets
Funds
Restricted funds
Unrestricted funds:
General reserve
Total unrestricted funds
Total Funds
15		 2022
£
12,333
1
12,334
199,380
1,339,629		 2021
£
24,667
1
24,668
43,190
1,112,301
1,539,009
(987,800)
551,209
563,543
(17,955)
545,588
47,805
497,783
497,783
545,588		 1,155,491
(529,003)
626,488
651,156
-
651,156
91,972
559,184
559,184
651,156

The financial statements were approved and authorised for issue by the board of trustees on 24 October 2022 and were signed on its behalf by:

Martin Jones

Trustee Date: 28 October 2022

The notes on pages 20 to 31 form part of these financial statements.

18

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

CASH FLOW statement for the year ended 31 March 2022

Net cash provided by operating activities
Cash flows from investing activities:
Dividends, interest and rents from investments
Net cash provided by investing activities
Change in cash and cash equivalents in the
reporting period
Cash and cash equivalents at the beginning of
the reporting period
Cash and cash equivalents at the end of the
reporting period
Reconciliation of net income/(expenditure to
net cash flow from operating activities
Net (expenditure)/ income for the reporting
period (as per the SOFA)
Adjustments for:
Depreciation charges
Dividends, interest, and rents from investments
(Increase)/decrease in debtors
lncrease/(decrease) in creditors
lncrease/(decrease) in creditors due after 1 year
Net cash provided by operating activities
Analysis of Cash and Cash Equivalents
Cash in hand
Total Cash and Cash Equivalents		 2022
£
227,326
2
2
227,328
1,112,301
1,339,629
2022
£
(105,568)
12,334
(2)
(156,190)
458,797
17,955
227,326
1,339,629
1,339,629		 2021
£
293,018
5
5
293,023
819,278
1,112,301
2021
£
804,059
68,816
(5)
54,137
(597,976)
(36,013)
293,018
1,112,301
1,112,301

19

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

NOTES TO THE FINANCIAL STATEMENTS for the year ended 31 March 2022

1 Accounting policies

The Silver Line Helpline is a charitable company limited by guarantee, registered in Scotland, England & Wales. Please refer to page 3 registered and head office address. The principal activity of the charity is detailed in the Trus

The company has taken advantage of the exemption granted under Section 400 of the Companies Act 2006 not to prepare consolidated accounts. Consolidated accounts are prepared by Age UK. Accordingly, the company's financial statements present information about it as an individual undertaking and not about its group.

The principal accounting policies are summarised below.

Basis of preparation

The financial statements have been prepared in accordance with Accounting and Reporting by Charities: Statement of Recommended Practice applicable to charities preparing their financial statements in accordance with the Financial Reporting Standard applicable in the UK (Charities SORP (FRS 102), the Financial Reporting Standard applicable in the UK and Republic of Ireland (FRS 102) and the Companies Act 2006. The charity meets the definition of a public benefit entity under FRS 102.

The assets and liabilities are recognised at historical cost in line with accounting guidance. The financial statements are presented in sterling (£). The principal accounting policies adopted, judgements and key sources of estimation uncertainty in the preparation of the financial statements are detailed in the following notes:

Exemption from preparing consolidated financial statements

The financial statements present information about the charity as an individual undertaking and not about its group. The subsidiary undertaking is immaterial for the purpose of giving a true and fair view, and therefore the charity has taken advantage of the exemption provided by section 405 of the Companies Act 2006 not to prepare consolidated financial statements.

Preparation of financial statements on a going concern basis

Following ongoing discussions between The Silver Line Helpline and Age UK about future governance arrangements, The Silver Line Helpline trustees agreed in October 2022 to transfer the current and remaining activities of The Silver Line Helpline into Age UK. The Silver Line Helpline service will continue within Age

As such, the directors have prepared the financial statements on a basis other than on a going concern basis. The use of a basis other than the going concern basis of accounting has not resulted in any changes to the recognition, measurement or presentation of transactions and balances in these financial statements.

20

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

NOTES TO THE FINANCIAL STATEMENTS for the year ended 31 March 2022 (continued)

Incoming resources

All incoming resources are included in the Statement of Financial Activities (SOFA) when the Charity is legally entitled, the receipt is probable and the amount is measurable. The following specific policies apply to categories of income:

(i) Donations

Donations and grants are recognised when the charity has entitlement to the funds, any performance conditions attached to the item(s) of income have been met, it is probable that the income will be received and the amount can be measured reliably.

(ii) Donated services and facilities

Donated professional services and donated facilities are recognised as income when the charity has control over the item, any conditions associated with the donated item have been met, the receipt of economic benefit from the use by the charity of the item is probable and that economic benefit can be measured reliably. In accordance with the Charities SORP (FRS 102), the general volunteer time of The for more information about the contribution from The Silver Line Friends. On receipt, donated professional services and donated facilities are recognised on the basis of the value of the gift to the charity which is the amount the charity would have been willing to pay to obtain services or facilities of equivalent economic benefit on the open market; a corresponding amount is then recognised in expenditure in the period of receipt.

(iii) Legacies

Legacies are accounted for as income once the receipt of the legacy becomes probable and quantifiable and entitlement criteria are established. For pecuniary legacies this will generally be at the point probate is granted. For residuary legacies this will generally be when a copy of the will and an Assets and Liabilities Statement has been received from the executor and is subject to a provision of 10% to allow for the uncertainty of the final income value.

(iv) Deferred income

Income received in advance of a specified service is deferred until the criteria for income recognition are met.

(v) Income tax credits recoverable on donations Tax credits are recognised when receivable.

(vi) Interest receivable

Interest on funds held on deposit is included when receivable and the amount can be measured reliably by the charity; this is normally upon notification of the interest paid or payable by the bank.

Expenditure and VAT

Expenditure is recognised inclusive of VAT once there is a legal or constructive obligation to make a payment to a third party, it is probable that settlement will be required, and the amount of the obligation can be measured reliably. Expenditure is classified under the following activity headings:

(i) Expenditure on raising funds

This comprises all costs incurred by the charity relating to the raising of funds to finance its charitable objectives and their associated support costs. An allocation of wages and salaries is included based on an estimate of staff time spent on these activities.

(ii) Expenditure on charitable activities

the helpline, The Silver Line Friends, caller care and wellbeing, outreach programmes and their associated support costs. An allocation of wages and salaries is included based on an estimate of staff time spent.

21

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

NOTES TO THE FINANCIAL STATEMENTS for the year ended 31 March 2022 (continued)

Allocation of support costs

Support costs are those functions that assist the work of the charity but do not directly undertake charitable activities. Support costs include back-office costs, finance, personnel, payroll, and governance costs which support the delivery of the charitable activities. These costs have been allocated between expenditure on raising funds and expenditure on charitable activities, and the bases of these allocations are set out in note 5.

Fund accounting

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

Restricted funds are subject to specific conditions by donors as to how they may be used and are, therefore, restricted funds. The purpose and uses of the restricted funds are set out in note 15 to the financial statements. All transfers between funds are authorised by the trustees.

Designated funds are unrestricted funds which the trustees have determined should be held for a specific purpose.

Tangible fixed assets and depreciation

Tangible fixed assets are stated at cost less depreciation. Depreciation is provided on all tangible fixed assets at rates calculated to write off the cost less estimated residual value of each asset over its expected useful life as follows:

Fixtures, fittings, and equipment between 20% and 33%, straight line

All expenses of a capital nature below £500 are not capitalised and are included as an expense in the Statement of Financial Activities. Tangible fixed assets are subject to an annual impairment review.

Investments

Fixed asset investments are stated at historical cost less accumulated impairment.

Debtors

Trade and other debtors are recognised at the settlement amount due.

Cash at bank and in hand

Cash is represented by cash in hand and deposits with financial institutions repayable without penalty on notice of not more than 24 hours.

Creditors and provisions

Creditors and provisions are recognised where the charity has a present obligation resulting from a past event that will probably result in the transfer of funds to a third party and the amount due to settle the obligation can be measured or estimated reliably. Creditors and provisions are normally recognised at their settlement amount after allowing for any trade discounts due.

Financial instruments

The charity only has financial assets and financial liabilities of a kind that qualify as basic financial instruments and are initially recognised at transaction value and subsequently measured at their settlement value.

22

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

NOTES TO THE FINANCIAL STATEMENTS for the year ended 31 March 2022 (continued)

Pensions

The charity pays contributions to a defined contribution plan for its employees. A defined contribution plan is a pension plan under which the company pays fixed contributions into a separate entity. Once the contributions have been paid, the charity, as the employer, has no further payment obligations.

o the Statement of Financial Activities in the year to which they relate and are included in staff costs. Amounts not paid are shown in accruals as a liability in the Balance Sheet.

Termination costs

Termination benefits are payable when employment is terminated by the Charity before the normal retirement date or whenever an employee accepts voluntary redundancy in exchange for these benefits. Termination costs are recognised in the relevant line of the Statement of Financial Activities as soon as the Charity is committed to payment, demonstrated by communication through a detailed formal plan.

Principle estimates and uncertainty

The preparation of the financial statements in accordance with FRS 102 requires the Trustees to make estimates and assumptions concerning the future. The estimates and assumptions that could have a significant risk of causing a material adjustment to the financial statements include depreciation, revenue recognition and allocation of overhead costs. The accounting in these areas requires management to use judgements based on useful economic life, application of the revenue recognition policies adopted by the charity and the basis of support cost allocation. The judgements are detailed in the accounting policies.

23

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

NOTES TO THE FINANCIAL STATEMENTS for the year ended 31 March 2022 (continued)

2
Income from Donations & Legacies
Donations
Legacies
Trusts & Foundations
Restricted
Funds
2022
£
-
-
121,251
121,251		 Unrestricted
Funds
2022
£
272,193
126,788
601,100
1,000,081		 Total
Funds
2022
£
272,193
126,788
722,351
1,121,332		 Total
Funds
2021
£
747,556
120,060
1,561,531
2,429,147

The Charity benefits greatly from the involvement and enthusiastic support of its many volunteers, details of which are given in the Trustees' Report. In accordance with FRS 102 and the Charities SORP (FRS 102), the economic contribution of general volunteers is not recognised in the financial statements.

3
Expenditure on Raising
Funds
Fundraising including
support costs		 Restricted
Funds
2022
£
-
-		 Unrestricted
Funds
2022
£
512
512		 Total
Funds
2022
£
512
512		 Total
Funds
2021
£
1,942
1,942

For the year ended 31 March 2022 fundraising costs have been borne by Age UK, not recharged to The Silver Line Helpline.

4
Expenditure on Charitable Activities
Restricted
Funds
2022
£
Helpline Costs
90,669
Telephone friendship / group
friendship calls
-
Silver Connects
26,903
Support and Governance
Costs (note 6)
-
117,572		 Unrestricted
Funds
2022
£
1,041,313
-
810
76,814
1,118,937		 Total
Funds
2022
£
1,131,982
-
27,713
76,814
1,236,509		 Total
Funds
2021
£
1,442,787
199,864
24,250
126,639
1,793,540

Total staff costs of £999,690 (2021: £1,094,177) have been allocated to charitable activities (excluding support and governance) based on an agreed apportionment of staff time.

24

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

NOTES TO THE FINANCIAL STATEMENTS for the year ended 31 March 2022 (continued)

5 Support & Governance Costs

Audit
IT and Web
Legal and Professional Charges
Finance Costs
Depreciation
Total Support & Governance Costs		 Restricted
Funds
2022
-
-
-
-
-
-		 Unrestricted
Funds
2022
27,600
34,525
2,325
30
12,334
76,814		 Total
Funds
2022
27,600
34,525
2,325
30
12,334
76,814		 Total
Funds
2021
20,520
34,685
2,585
33
68,816
126,639

6 Trustee Remuneration, Trustees Benefits and Staff Costs

The Trustees were not paid and received no other benefits from employment with the charity during the year (2021: £nil). During the year, travel and expenses amounting to £Nil (2021: £nil) were reimbursed to no Trustees (2021: no Trustees) and the charity incurred direct expenditure of £Nil (2021: £nil) relating to trustee travel and expenses. No Trustee received payment for professional or other services supplied to the Charity (2021: none).

There were no Key Management Personnel employed by the Charity in 2022 (2021: £54,000 1 person).

25

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

NOTES TO THE FINANCIAL STATEMENTS for the year ended 31 March 2022 (continued)

7 Staff Costs

Staff Costs
Wages and salaries
Social security costs
Pension costs		 2022
£
925,370
51,150
23,170
999,690		 2021
£
1,031,680
47,165
15,332
1,094,177

Total redundancy costs were paid to two employees in the year totalling £1,758 (2021: £ Nil). Of this amount £nil was outstanding at 31 March 2022. Termination payments are comprised of voluntary and compulsory redundancy and settlement payment schemes. Payments are recognised in staff costs once they are quantifiable and upon communication of intention to pay.

No employees received remuneration over £60,000 during the year (2021: nil).

Staff costs have been allocated to the expense category in accordance with an appropriate allocation of staff time spent in relation to activities undertaken.

Average number of employees during the year:
Charitable Activities
8
Net (Expenditure)/Income for the year
Net Expenditure is stated after charging:
Audit Fee
Depreciation		 2022
Number
67
67
2022
£
27,600
12,334		 2021
Number
81
81
2021
£
20,520
68,816

26

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

NOTES TO THE FINANCIAL STATEMENTS for the year ended 31 March 2022 (continued)

9 Tangible assets

9
Tangible assets
Cost
At 1 April 2021
Disposals
At 31 March 2022
Depreciation
At 1 April 2021
Charge for the year
Disposals
At 31 March 2022
Net book value
At 31 March 2022
At 31 March 2021
10
Investments
Cost and net book value at 1 April
Cost and net book value at 31 March		 Fixtures,
Fittings &
Equipment
Total
£
£
219,491
219,491
(93,709)
(93,709)
125,782
125,782
194,824
194,824
12,334
12,334
(93,709)
(93,709)
113,449
113,449
12,333
12,333
24,667
24,667
2022
2021
£
£
1
1
1
1

At 31 March 2022 the charity held investments in the following subsidiary undertaking:

Name
Country
of
incorporat
ion
The Silver Line Helpline Enterprises
Ltd
United
Kingdom
11
Debtors
Due within one year
Trade debtors
Amounts owed by group
undertakings
Prepayments and accrued income
Payroll taxes
Other debtors		 Nature of
business
Class of share
held
Trading
subsidiary
Ordinary
2022
£
-
2,473
182,782
5,227
8,898
199,380		 Proportion of
shareholding
100%
2021
£
3,612
2,473
22,578
-
14,527

43,190

27

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

NOTES TO THE FINANCIAL STATEMENTS for the year ended 31 March 2022 (continued)

12
Creditors falling due within twelve months
Amounts owed to parent undertaking
Payroll taxes
Accruals
Other creditors
13
Provisions for liabilities
At 1 April 2021
Charged to P&L
Utilised in the year
At 31 March 2022
14
Financial Instruments
Assets - amortised
Liabilities - amortised		 Total
2022
£
799,394
-
186,198
2,208
987,800
Holiday
Provision
£
-
17,955
-
17,955
2022
£
1,533,782
(862,800)		 Total
2021
£
413,770
2,107
109,488
3,638
529,003
Total
£
-
17,955
-
17,955
2021
£
1,147,700
(526,895)

28

----- Start of picture text -----
22 £ - - - -
As at /3/
1 34,331 13,474 47,805
3 497,783 497,783 545,588
£ - - - - - -
s
r
e
fs 47,846 47,846
n (47,846) (47,846)
a
Tr
ces £ - - - -
r
esou (90,669) (26,903)
Outgoing R (117,572)
(1,119,449) (1,119,449) (1,237,021)
ces £ - - - -
r
esou 100,000 21,251 121,251
Incoming R 1,010,202 1,010,202 1,131,453
21 £ - - - -
As at /3/
1 25,000 66,972 91,972
3 559,184 559,184 651,156
sr £ - - -
e
f
s
n
a
(65,559) (22,002) (24,328) (61,400) 173,289 111,889
Tr
ces £ - -
r
esou (19,866) (93,540) (3,000)
Outgoing R (110,000) (223,406) (111,889)
ces £ - - -
r
esou 135,000 93,540 228,540 3,000
Incoming R 2,368,001 (1,569,076) 2,371,001 (1,572,076) 2,599,541 (1,795,482)
0 -
2
As at /3/
1 65,559 22,002 19,866 91,300 61,400
3 198,727
£ (413,030) (351,630) (152,903)
Funds Restricted Funds Eighty-Eight Foundation RAF Benevolent Fund Seafarers UK Other restricted funds Other funds* Unrestricted Funds Designated General Total funds
----- End of picture text -----**

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

NOTES TO THE FINANCIAL STATEMENTS for the year ended 31 March 2022 (continued)

16 Related Party Transactions

There is a balance of £799,394 payable to Age UK as at the period end date.

During the year the Charity received £nil donations from Trustees (2021: £nil).

There were no transactions The Silver Line Helpline Enterprises Limited ('the subsidiary') (2021: £0).

At 31 March 2022 the balance owed by the subsidiary to the charity amounted to £2,473 (2021: £2,473).

17 Analysis of Net Assets Between Funds 2022

Analysis of Net Assets Between Funds 2022
Fixed Assets
Current Assets
Current Liabilities
Non-Current Liabilities
Analysis of Net Assets Between Funds 2021
Fixed Assets
Current Assets
Current liabilities		 Restricted
Funds
2022
£
-
47,805
-
-
47,805
Restricted
Funds
2021
£
-
91,972
-
91,972		 Unrestricted
Funds
2022
£
12,334
1,491,204
(987,800)
(17,955)
497,783
Unrestricted
Funds
2021
£
24,668
1,063,519
(529,003)
559,184		 Total
Funds
2022
£
12,334
1,539,009
(987,800)
(17,955)
545,588
Total
Funds
2021
£
24,668
1,155,491
(529,003)
651,156

30

The Silver Line Helpline Annual report and financial statements Year ended 31 March 2022

NOTES TO THE FINANCIAL STATEMENTS for the year ended 31 March 2022 (continued)

18 Financial Commitments

Financial Commitments
The charity has total commitments under non-cancellable operating
eases as shown:
Not later than one year
Later than one year and not later than five
ears		 Total
2022
£
-
-
-		 Total
2021
£
15,643
-
15,643

19 Liability of Members

The Trustees consider the ultimate parent undertaking and ultimate controlling party of the charity to be Age UK, a charitable company limited by guarantee and registered in England: registered office address 7th Floor, One America Square, 17 Crosswall, London, EC3N 2LB, company number 6825798, and registered charity number 1128267.

The Charity does not have share capital and is limited by guarantee. In the event of the Charity being wound up each member is liable to contribute £10. As at 31 March 2022 (and 2021) Age UK was the sole member.

20 Post Balance Sheet Events

Following ongoing discussions between The Silver Line Helpline and Age UK about future governance arrangements, The Silver Line Helpline trustees agreed in October 2022 to transfer the current and remaining activities of The Silver Line Helpline into Age UK. The Silver Line Helpline service will continue within Age

31