OpenCharities

This text was generated using OCR and may contain errors. Check the original PDF to see the document submitted to the regulator.

2022-03-31-accounts

ANNUAL REPORT 20 2021/22 22 We give people the knowledge and the confidence they need to find their way forward, whoever they are, whatever their problem.

Table of Contents

citizensadvice.org.uk

citizensadvice.org.uk

Introduction

We are Citizens Advice Doncaster Borough

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

The Citizens Advice service offers free, confidential advice online, over the phone and in person. When we say we’re for everyone, we mean it. People rely on us because we’re independent and totally impartial. No one else sees so many people with so many different kinds of problems, and that gives us a unique insight into the challenges people are facing today. With the right evidence, we can show big organisations—from companies right up to the government—how they can make things better for people.

We aim to be the go-to charity, making a positive and lasting di erence to the lives of people living and/or working in Doncaster Borough. We are a helping hand for people who need help navigating through life, helping them find a way forward with their problems.

By 2023 we aim to

Ensure Equality, Diversity and Inclusion are embedded across our organisation.

citizensadvice.org.uk

Message from our Chair

2021/2022 was a year when life began to return to some sort of normality. Masks began to disappear, people moved around more freely and some even braved going on holiday.

Karen Bothamley, our long serving CEO, announced her retirement. Karen has been a tremendous servant of Citizens Advice and she has led the development of CADB with commitment and insightful hard work. We are very grateful to her. Alongside this, CADB moved premises within Doncaster and our new city centre offices are now within the Council Building.

As detailed in this report, it was another extremely busy year for CADB. The demand from DMBC residents for advice and support continues to increase. Whilst very demanding, it was also a highly successful year. Our committed and skilful staff helped many people. I never cease to be amazed at the staff’s ability to continually rise to increasing challenges. Their expertise and dedication benefit many people across Doncaster and I want to thank them for their hard work and commitment. I also want to thank our financial backers, particularly DMBC. Without their ongoing support we would struggle to exist.

I never cease to be amazed at the staff’s ability to continually rise to increasing challenges.

This report details much of CADB’s work during the past 12 months and it is with humility and pride that I commend it to you.

Colin Smith

citizensadvice.org.uk

Chair of Trustees

Introducing our new Chief Officer

As of June 2022 our existing CEO Karen Bothamley retired, firstly I would like to thank her for her tenure in that role and the progress the organisation made under her guidance.

I am delighted and honoured to announce I have been appointed Chief Executive of Citizens Advice Doncaster Borough.

I have a vision to extend our presence regionally and nationally, become even more community based and even more accessible, making it easier for people to get the help and advice they need by moving forwards whilst also adapting to the rapidly changing environment and the increased demands for digital access.

I am acutely aware of how many people are struggling with issues, how the cost of living and energy crisis is only getting worse and the help that Citizens Advice offers will be more valuable than ever as we move forward.

I am passionate about our Research & Campaigns work. I believe now more than ever it's important to be a strong, clear voice speaking up for our clients and their communities. The service we offer gives us the unique ability to channel these voices and experiences. Through this we are able to influence and impact policies and practices to make things better for people.

I am looking forward to what lies in store for Citizens Advice Doncaster borough in the coming months. I feel a sense of pride in what we have achieved this past year and excitement about what lies ahead in the coming months.

I’ve lived in Doncaster most of my life, studied Criminology & Social policy at The University of Hull. I was drawn to working for Citizens Advice through my passion for a fairer and more inclusive society for all, we have a wonderful diverse team of staff and volunteers who share my passion that everyone should be treated equitably.

It’s a privilege to hold the position of Chief Executive and I look forward to bringing my passion for equality and inclusion to this role.

James Woods

citizensadvice.org.uk

Our Vision

While our work in previous years was focused on the Covid-19 pandemic, it didn’t change our longer-term aims. We want to help more people across the Doncaster Borough by delivering seamless, multi-channel services that keep pace with changing client needs and preferences, both digitally and in person, at locations within communities in Doncaster but also contributing nationally to the increases in demand for services we face.

Citizens Advice Doncaster Borough exists to provide free, independent, confidential and impartial advice to everyone on their rights and responsibilities. We offer the advice people need for the problems they face today.

We also seek to improve the policies and practices that affect people's lives through research and campaigning. We work both on local issues and as part of a wider national network.

We value diversity, promote equality and challenge discrimination.

We have set ourselves some objectives moving forward to improve our services offered.

You won’t struggle to get help from us

You won’t struggle to get help from us - our services will be available when you need them, we will work to develop infrastructure and services to make it easier to get the help you need.

We’ll help you find a way forward, whatever your problem

We’ll offer you the resources, tools and expertise to solve your problem. If we can’t help you directly, we’ll signpost you or make a smooth referral to a trusted partner who can give you the advice you need.

You’ll get the level of support you need

If you’re at higher risk of disadvantage, detriment or harm, we’ll take extra steps to make sure you have the appropriate level of support. Whatever situation you’re in, you’ll be informed about the different ways of accessing support and be able to choose the one that works best for you.

You know that we’ll speak up for you

We’ll advocate for changes to government policy and industry practices that are making life harder for you.

citizensadvice.org.uk

Moving forward with our service

The pandemic changed the way we responded to advice almost overnight. We shifted our face-to-face services to helping people on the phone and via email and webchat. It allowed us to establish infrastructure and policies which now allow us to respond to calls for our advice services over a wider spectrum of channels to best suit the needs of each individual client. As well as continuing with our now established digital access channels we have made a conscious effort to gradually re-introduce the Face-to-face services we offer. We see this as an essential and unique part of our service offer which benefits the most vulnerable and socially excluded members of the borough. We will endeavour to further establish our community presence moving forward.

Where we are

We have 3 of our own offices, as well as 6 community outreach locations, all with video capability across the borough where clients can access Face-to-face services. We also offer advice via email, video and webchat options for clients.

9

Advice locations across the borough

39 Advisers across the borough (staff & volunteers)

93 Face-to-face Appointments available per week across the borough

5

Remote Pro-Bono Law students advising clients remotely through digital channels

citizensadvice.org.uk

"Losing my job and my home was horrible. I was shaking and crying because I thought I might end up sleeping rough"

**HOW OUR ADVICE HELPED KELLY ***

Kelly, 33, lost her job as a hairdresser in March and applied for Universal Credit. She was a lodger in a shared house and, with no savings to fall back on, she quickly fell into rent arrears and was evicted.

Citizens Advice Doncaster Borough supported her to access an emergency grant while she waited for her Universal Credit application to be approved. She found a new flat and received an advance to tide her over until she received the first full payment, but the experience left her shaken.

*Names and certain details have been changed or omitted to preserve client anonymity

Our Projects

Activity / Project

What it funds

Key Outcomes

Our debt team consists of 6 MAPS Debt Project specialist advisers and 4 support staff

1,712 clients Advised. £2,161,094 Debt written off £54, 833 payments rescheduled Received National award for recognition of performance. Selected as the sole project provider for South Yorkshire in 2022/23 657 clients assisted with making a claim for UC

Our Help to claim project provider for South DWP Help To Claim team consists of 2 Yorkshire in 2022/23 full time advisers 657 clients assisted with making a claim for UC Advised 1583 clients This project funds with 2,744 issues 5 video advice pod Well Doncaster -Pod Stronger links with locations across the communities & Outreach Project borough Increased interest in 3 Community Outreach volunteering advisers across 6 improved referrals from community locations community groups Increased capacity by 6 This award winning appointments a week Yorkshire Building project places an Society project adviser in the town Improves early response toissues clients face centre branch Started March 2022 This project contributes to Gave us the financial our overall running of the stability to develop Henry Smith Charity service with a number of services and look for advice and back office roles. further grant funding This innovative project Improved access to vital Well Doncaster - allowed us to provide advice advice services at crisis Local Solutions within food bank locations points in people's lives Food aware run by Food Aware CIC Improved partnership partnership Started Jan 2021 working This great partnership £393,948 Income gains Well Doncaster - project allowed us to for clients Local Solutions jointly provide welfare 296 Cases opened rights advice and Age UK Partnerships support across the advising and supporting borough. 181 clients with 844 Started Jan 2021 issues

Improved access to vital advice services at crisis points in people's lives Improved partnership working £393,948 Income gains for clients 296 Cases opened advising and supporting 181 clients with 844 issues

citizensadvice.org.uk

Community Outreach

Over the last year we have established our presence locally, by increasing the number of community locations we provide advice from as well as continuing to embrace technological steps in digital access.

We have increased engagement with local groups and charities working closer with them to offer advice and support to service users on a range of issues. The strategy behind this is to increase the access and availability of high quality advice and support from within communities; empowering them to act on issues they face, reshaping local economy and transforming communities by facilitating income gains for clients which directly improve local finances and positively impact wellbeing.

We have established the following Advice Outreach locations at all of which we provide General & Welfare rights advice from.

Armthorpe - Community Centre, Church Street, DN3 3AG

Cantley - Neighbourhood Centre, 10 St Wilfrid's Court, DN4 7AJ

Carcroft - Bullcroft Memorial Hall, Chestnut Avenue, DN6 8AP

Edlington -,Helping Hands Community centre, Edlington Lane, DN12 1PL

Rossington - The Family Hub Rossington, Grantham St, New Rossington, Doncaster DN11 0TA

Thorne - The Bridge Centre, Bridge Street, Thorne, Doncaster DN8 5QH

We are excited by this development of our service and hope to evidence that a community based approach will benefit more people and allow us to build skills and resilience in these areas. If successful we will look to expand this offer to more communities across the borough.

citizensadvice.org.uk

Partnership Working

This year has given us the opportunity to expand our partnerships locally, with the introduction of two fantastic projects with two high profile local organisations. This partnership working was supported and facilitated by Well Doncaster. These projects both expand our reach and capacity to offer support and advice to more clients .

We are looking forward to working and developing services with both Foodaware and Age Uk Doncaster.

This project looks to support Foodaware service users by providing advice and support on issues they face which are causing them to need to use a food bank.

The project looks to reduce food bank dependency by supporting clients with benefit checks, budgeting, income maximisation and debt advice.

This project looks to provide all age benefits advice and support to clients with all issues relating to welfare rights from benefits check to form filling and appealing decisions. Its aim is to provide high quality advice across the borough on the subject of benefits.

The project is shared with Age UK to allow us to maximise the resources of each team's services.

citizensadvice.org.uk

Key Achievements

National Innovation Award

Out of the 2540 locations in England and Wales, we were awarded “The Innovation Award of the Year” at the National Citizens Advice conference.

We are incredibly proud to have been able to support our clients via telephone and video channels, with one of the most complex and stressful benefit forms. Throughout lockdown we worked with the Pro-Bono Community Charity, as a partner organisation and arranged for experienced student volunteers to give practical help to our clients with completing these forms. Without our student volunteers we would not have managed to respond to the demand for this particularly complex service. We want to say a huge thank you to the 2 students who gave their time up to help the Doncaster Community.

The demand for welfare rights advice and in particular help with the completion of Benefits forms is on the increase. Some of the forms are very complex and require experienced advice and support therefore the demand for this service presently far outweighs our capacity. This has caused undue stress to clients who are desperate for our help.

Citizens Advice National CEO - Dame Claire Moriarty

“ Their innovative support has helped and supported 19 clients with their Personal Independent Payment forms, the service has received great feedback from those who've used it and helped some of Doncaster’s most marginalised clients access the benefits they’re entitled to, a huge well done to Citizens Advice Doncaster Borough”

We received excellent feedback regarding the service received and how this helped them through such a difficult year.

‘Sympathetic and not patronizing’, ‘Lots of help, very understanding’, ‘Helped fill it in and helped add details that were missed’

National Certificate of recognition

Citizens Advice National awarded us a national certificate of recognition for the performance against target and for the quality scores we had achieved over the last 12 months. Debt team members, Paula, Nigel, Linda, Caroline, Tony and Brandon along with James and Colin met with Gareth Pye to discuss the project over 2021-22 and receive the certificate.

Our Yorkshire Building Society project won a national award.

We are delighted to have joined this award winning project and to be working with the YBS team at the Doncaster branch, their commitment to helping customers mirrors our own and we look forward to working closer with them in the coming months. Adviser Ian Hately with the YBS Doncaster team.

We are excited about the achievements we have accomplished over the last 12 months and look forward to more success in the coming year.

citizensadvice.org.uk

ACHIEVEMENTS

Achievement

Details

In April 2021 we received confirmation of renewal of our AQS quality marks for general advice and debt casework – and gained a further quality mark for excellence in telephone advice.

Awarded AQS Quality Mark

We moved town centre operations into the Civic building in Waterdale

Secured long term Town Centre Premises

Successfully bid/gained funding and set up 4 new paid projects, adding capacity to our advice services

Increase Funding and capacity

Increase our community presence setting up Faceto-face outreach sites in 6 locations and 4 Video advice Pods access points

Open & Accessible

Passed our National Citizens Advice Management and finance audit

Leadership Assessment Passed

Participated in the Government Kickstart Scheme

Trained and upskilled 25 colleagues from the age of of 16-24 Improving employability and skills

We set up a well being champion with Doncaster Mind - promoted wellbeing courses to staff, improved awareness on how to deal with Mental Health issues

Improved Wellbeing awareness for Staff, volunteers and clients

Improved borough wide reach through joined up digital engagement initiatives

Joint campaigns with DMBC, St Leger Homes Age UK & Live Inclusive

Set up new projects New Joint Projects with partners Age UK Doncaster & Food Aware

Outcome

Advice of the highest quality provided to clients through our Face-to-face and phone services

Secure long term premises, which is affordable, and provides fantastic networking opportunities

Increased Income from non core projects by £280,000 Core funding will run on a 3 year cycle rather than an annual one

Increase in client contacts

Greater partnership working within communities

We scored our highest LSA score to date. We exceeded previous audit scores.

Recruited 5 paid staff from the scheme, and empowered 4 into employment elsewhere, 8 currently still on placement and 3 volunteering

We now have 3 Mental Health First Aiders trained to Level 2

We also have an organisation well being champion.

Jointly campaigned during talk money week, increased contacts by 65% part of a borough wide advice network of like minded organisations

Increases ability to respond to clients needs. Targeted advice to reduce impacts on other services. Improved partner working.

citizensadvice.org.uk

"I don't sleep at night worrying about my debts, I am scared to open the front door in case it's a bailiff coming to take my belongings"

**HOW OUR ADVICE HELPED ROBBIE ***

Robbie, 56, was in arrears with Council Tax and other debts after a relationship breakdown.

He had over £15,000 in credit debts and was in arrears of £2,000 with his Council Tax who had instructed an enforcement agent to collect the outstanding balance.

Citizens Advice supported him to access specialist debt advice, they undertook a benefits check to ensure he was receiving the benefits he was entitled to.

We supported him with food and fuel vouchers and budgeting advice until his Debt Relief Order was approved

Robbie is now debt free and receiving the appropriate benefits, he is now up to date with all his essential bills and is able to sleep at night.

*Names and certain details have been changed or omitted to preserve client anonymity

Making the Difference

Last year saw another increase in demand for advice across all areas of our service and all areas of the Borough. This year our focus has been on improving our accessibility by increasing the channel options for clients and increasing our presence in local communities.

To achieve this we are adopting a new strategy of advice provision which encompasses a greater focus on community advice across the borough, our aim is to embed our services in local communities so people know who to turn to and where to go for advice and support. Over the next 12 months our focus will be to expand our community presence further, working with more grass roots community organisations to maximise our capacity and reach throughout Doncaster.

----- Start of picture text -----
YEAR ON YEAR INCREASES IN DEMAND
----- End of picture text -----

----- Start of picture text -----
CLIENT CONTACT CHANNEL
----- End of picture text -----

----- Start of picture text -----
Bar chart outlining the yearly increases in demand for our Pie chart featuring our channel options to clients
services.
----- End of picture text -----

----- Start of picture text -----
Other Face to Face
10,000
11% 12%
Webchat
7,500 8%
Email
19%
5,000
Video
2,500 1%
0 Phone
2018/19 2019/20 2020/21 2021/22
49%
£5.1 MILLION 9,712 25,511
In debt handled in Client contacts in Separate issues dealt with
2021/22 2021/22 in 2021/22
Increase in clients contacting us Increase in clients contacting us Number of clients contacting us
for welfare Rights advice for Energy and Utility related for debt advice
Branding Exposure Effectivity Level
problems
92%
67% 136% 45%
----- End of picture text -----

Almost £1.0 million financial gains

Financial gains for clients in 2021/22

citizensadvice.org.uk

----- Start of picture text -----
31%
39%
----- End of picture text -----

of our clients had debts.

of our clients had problems with Benefits or Universal Credit.

----- Start of picture text -----
8%
----- End of picture text -----

of our clients had issues with employment or their employers.

citizensadvice.org.uk

Funding

At A Glance

----- Start of picture text -----
DMBC Core Funding Kickstart
£ 152,150
£135,948
DWP - Help to Claim
Money & Pension Service
£52,333
£300,244
The Henry Smith Community Hub
Charity Fund
£60,040 £13,086
Other Sources DMBC via Well Doncaster
£14,607 £107,074
----- End of picture text -----

Outcomes

----- Start of picture text -----
£1.00
For every pound we receive
in funding we generate at
least:
----- End of picture text -----

SAVINGS

PUBLIC VALUE

To the Government and Public Services (fiscal benefits). By helping In wider economic and social £2.53 stop problems occurring or escalating, benefits. Solving problems improves we reduce pressure on public services lives – this means better wellbeing, like health, housing or out-of-work participation and productivity for benefits. the people we help. £12.59

FINANCIAL OUTCOMES FOLLOWING ADVICE

As part of advice, we can increase people’s income, through debts written-off, taking up benefits and solving consumer problems. £15.78

"There comes a point where we need to stop just pulling people out of the river. We need to go upstream and find out why they're falling in"

Desmond Tutu

citizensadvice.org.uk

Trustees During The Year.

Trustees

----- Start of picture text -----
Colin Smith Malcolm Irene Andrew
Chair Jevons Mclaughlin Wignall
Vice Chair Treasurer Trustee
Christine
Anne
Nikki Marshall Oliver Head
Rutherford
Sogbein Trustee Trustee
Trustee
----- End of picture text -----

Nikki Sogbein Trustee

Our trustees are volunteers who use their skills, knowledge and experience to help guide and govern our charity. We welcome Christine Marshall and Oyenike Sogbein to the board, both of whom joined last year and we are grateful for their work so far. We want to thank all our trustees for their direction, governance and support.

During 2021-22 some of our trustees retired and we would like to offer a special thank you to Irene McLaughlin, Oliver Head and Anne Rutherford for your time and support, it is much appreciated.

Thank you

citizensadvice.org.uk

Structure

Our trustee board sets the vision and gives strategic direction to Citizens Advice Doncaster Borough.

There are 4 formal trustee board meetings each year, along with other meetings and events, to help trustees shape the organisation’s strategic direction and develop as a team. Our Chief Executive, working with the Operations Manager, is responsible for delivering the strategy and for day-today operations. The trustee board is committed to high standards of corporate governance and complies with the principles and practices set out in the Charity Governance Code.

Management

----- Start of picture text -----
James Woods
CEO
----- End of picture text -----

Karen Bothamley Deborah Murray CEO (Retired May Operations 2022) Manager

citizensadvice.org.uk

Advice teams, support staff and volunteers

Our team of dedicated, hardworking and passionate staff and volunteers are an asset to the service. Here are a few of the people who have supported our service provision over the last 12 months.

----- Start of picture text -----
Sarah Machin John Murphy
----- End of picture text -----

Stuart Tovell

Ian Hately

Daniel Beevers

Uche Okoli

----- Start of picture text -----
Jo Flowers Sharon Alderson James Bacon
----- End of picture text -----

----- Start of picture text -----
Callum
Norman
----- End of picture text -----

Sarah Robinson Paula Lowther

Sharon Christina Tony Pell Nigel Friend Capper O’Donnell

Caroline Liz Ramage Woffenden

----- Start of picture text -----
Thomas
Gilling
----- End of picture text -----

Natalia Billie-Jo Haigh Jozwiak

Georgina Monk

Christine Jones

Charlotte Dobson

Rosie Coles Brandon Greenall

John Mark Rose

Marilyn John Mark Vause Rose Beata Susan Walkowicz Hodges

Elle Hirst Brandon Goulding Alan Rebecca Parkinson Woodruff

Hilary White

Brad Barrass

citizensadvice.org.uk

Volunteers

Our volunteers are critical to our success and provide tremendous value to our funders and to the community. At any one time we have around 15 - 20 volunteers in the organisation, however this number is trending upwards due to additional recruitment support from paid staff.

Thank You We couldn't do it without you!

Our team of volunteers go through high quality training ranging from academic study packs and e-learning to practical training such as shadowing experienced staff and volunteers. Our service relies on the commitment and hard work of our volunteers who make up a large part of the team. We currently have volunteer advisers, assessors and admin support staff. All our volunteers contribute to the organisation’s work on research and campaigns.

The diversity in the background of our volunteers contributes to the efficiency and success of our team. Volunteers look to join us for a range of different reasons including gaining skills, experience and confidence to help them into employment and retired members of the community wishing to remain active and put something back into the community. It is as a result of the commitment, loyalty, hard work and professionalism of our volunteers that the service provided is of such a high quality.

Our volunteer roles are varied, challenging and rewarding and our volunteers really enjoy being able to make a valuable contribution and a positive impact on people’s lives.

citizensadvice.org.uk

Wider impact of

volunteering

One of the areas where we’re only able to partially demonstrate our savings to public services is volunteering. Volunteering also benefits our volunteers - they improve their skills, resilience, health and well-being, while strengthening community engagement.

80% 15

of our unemployed Volunteers found work volunteers believe they internally and externally are overcoming barriers in the last year to employment

9 out of 10 readers appreciate accurate information

readers appreciate accurate information 54% of our employed 97% volunteers state that they are using it to change or would recommend volunteering at Citizens Advice evaluate their career. Doncaster Borough

We would like to take a moment to congratulate our volunteers over the past year who managed to gain employment with us either short or long term. These people include:

Uche Okoli

Sarah Machin Thomas Gilling

Additionally, we’d like to congratulate the people who gained employment elsewhere while volunteering with us. These include:

£131,000

The monetary value of volunteered hours over the year

citizensadvice.org.uk

Volunteer Feedback ANDREW WIGNALL TREASURER BRAD BARRASS VOLUNTEER ADVISER I firsrjoined CABwhen I reured some 12 year5 aKo. Personalty I am ￿rnIfi8 many nskilL%and feel prNI￿ged to be partof farnastic to￿1 and Nionalteam stdvinE 10 make lifeeaswfor countless poople. '8ein8 ableto help those in the communtythat I myself have grown up in isa prnpilege.. (It￿mS (e io ELLE HIRST VOLUNTEER ADVISER CHRISTINE MARSHALL TRUSTEE "I have volunteered forClt12ens knceas l am pa5510nateabout helplngihose ¢hat need 1¢, 1¢15 SO rv4ardin8 to help others. Belng nd and helpful makes sodetya betyer place.- yma spec￿1 needsita(￿￿th)￿rts Ind w¢rks In Don(axer. I'm ¥ry to be In¥ohd ¥biih CADB as h hdps pewe Irrn xrossour Ily￿ to ac<e55<ruckrylserte5and dvlr NIKE SQG8EIN TRUSTEE HILARY WHITE VOLVNTEER ADVISER . Bein8 able rooffer PeoP￿￿￿￿e lnfornut￿ry some¥mtsat Inerable tirnes In thelr hopEfulty Invaluable for them but rthYardln8 personaltyli¥J.' "I ￿ a qvalifled L￿r. ¢urtnt rwuJlif￿ng In UK law. 8ein8 TnJ51ee8ive5 methe opportuDIty IQ help overcome ihe I5sue5 people IKe.When thry are happy. we are happyand so¢ietybecomes belter. ROSIE COLES REMOTE VOLUNTEER AOVISER TANVEER HUSSAIN VOLUNTEER AOVISER "i enjoyvolunteeringat tk)ncastef Citizensthict befaustthe clients are aFways sograteful for our I ¥Yhich makes every[tr￿S￿ i￿. nga Volunteer. l am feellnga 8reatsati5fa(tion forffly%Jul." cIthD5 ad citizonsadvice.org.uk

The Kickstart Scheme is a government funded programme that Citizens Advice Doncaster Borough have participated in. The first CA contract under this scheme began on in June 2021 and the last contract ends in September 2022.

The scheme enabled individuals who are looking for work to get a leg up on the employment ladder as it paid for their time there. As well as Kickstarters working in their respective roles and contributing to the organisation; the scheme was also very development-focused, training Kickstarters in employability and transferable skills.

Citizens Advice Doncaster Borough Involvement

Kickstarters at CA have been given a wide range of roles that they were able to contribute to. These mainly fall under general adviser, administration, reception/advice support and social media. Kickstarters were given the opportunity to try out these roles and focus on what suited them best. This furthered our goal of developing the transferable skills that will be most relevant to them based on their desired career path.

Many of the Kickstarters have contributed a lot to the organisation. The ones that were the most proactive and gave the best impression were even able to secure employment with CA beyond their original Kickstarter contract and become longer-term members of the team. This was a natural choice as these employees already came with a lot of experience working at CA. Out of the 26 Kickstarters that were originally recruited, 7 of them (so far) gained additional employment and 2 past Kickstarters are also currently volunteering with us.

We’re very happy to have taken part in this scheme.

citizensadvice.org.uk

We believe that it’s important not just to help people find a way forward, but also to understand what led to the difficulties in the first place and to do something about those underlying issues.

We can help address the fundamental issues that exist in society by collecting evidence and by using our huge volume of data, case studies and local surveys. This leads to local, regional and national campaigns.

Over the last 12 months we have further developed our research and campaigns (R&C) work by;

We continually strive to;

The current climate has given rise to a number of campaigning opportunities which are a result of the amount of advice work we have needed to do this year to support those who need it.

However, this has provided us with a wealth of issues we want to take action on in the coming year, to ensure we all recover from the pandemic and are braced for the challenges ahead, so no one is left behind.

citizensadvice.org.uk

This year's Campaigns

Energy Market Meltdown Campaign

In response to many energy suppliers going bust in 2021, we campaigned for energy market reform in favour of consumers. We warned about the impact that widespread price hikes would have on the public.

We began sharing information and advice to help people manage their energy bills.

We met with MP Ed Miliband and Doncaster North Councillors to discuss our worries about the energy market and the consequences locally for energy price rises.

Keep the Uplift Campaign

The government's plan to cut universal credit and working tax credit by £20 a week in October 2021 was a key campaigning focus this year.

We campaigned that this money has been a lifeline for families across Doncaster and the country. It was brought in at the start of the pandemic because the government recognised that families need more to live on. It was true then and it’s still true now. It’s wrong for the government to take this support away.

We met with Local MP Nick Fletcher to explain why the MPs and the government should vote to #KeepTheLifeline for children and families in Doncaster.

Way to Work Campaign

We looked to support the government in their way to work campaign which looked to increase people's employability.

We met the Councillor Lani-Mae Ball to discuss our participation in the Kickstart scheme and the work we already did in upskilling our volunteers.

We discussed barriers to work and how people could be supported with advice to understand their rights and make more informed decisions.

We also outlined the positive wellbeing outcomes people achieve through receiving advice and support.

citizensadvice.org.uk

Raising Awareness

We worked to raise awareness on the following issues through our campaigns during 2021/2022

citizensadvice.org.uk

Digital engagement

We understand digital promotion of the service is becoming increasingly relevant to our operations. The lockdowns have highlighted how important social media engagement is.

Through social media we have conversed with prospective clients, provided information, carried out satisfaction research surveys and promoted our campaigns and the work of other like minded organisations. We have interacted with a much wider audience engaging with them about our work and demonstrating we do more than just provide advice and information. We currently have Facebook, Instagram and Twitter accounts.

This year we have set up a Medium account which allows us to blog on issues facing us or our clients, it allows the organisation to have a voice and we can report on the work we do and the impacts this has https://cadoncasterborough.medium.com/

We will continue to look to expand and develop this area with the help of our staff and volunteers.

Citizens Advice Doncaster Borough @CABDoncaster @cadoncasterboro Citizens Advice Doncaster Borough

citizensadvice.org.uk

Digital Reach

Social media is more than posting locations and opening times. It allows us to expand the reach of the service locally and nationally. It allows us to be the voice of our service users and share information with them giving them the knowledge to make informed decisions.

Through these channels we can run media campaigns on issues affecting the people of the Doncaster borough. We're sharing tips, promoting good practice and highlighting people's rights when they face problems. The data below highlights how increasing our output on social media has impacted visitors to our pages.

It also demonstrates the impact of joint campaigns we have led with partners, this has resulted in large increases in traffic, for example November 2021 was Talk money week campaign with DMBC and St. Leger homes had significant reach and resulted in more interactions and enquiries to the service.

We hope to continue to use these platforms to engage with people and organisations and to share advice tips and information to the people of Doncaster.

citizensadvice.org.uk

Service endorsements

"'Citizens Advice Doncaster Borough has never been needed more. The last year has been incredibly difficult and lots of people have been tackling issues like debt, unemployment and problems accessing benefits. Throughout the pandemic, Citizens Advice Doncaster Borough has continued to provide an essential service for people experiencing the toughest of times."

Ed Miliband MP for Doncaster North

"I’ve seen first hand the hugely positive impact which Citizens Advice Doncaster Borough has locally. It’s an important service which many of my constituents rely on. I know James Woods and his team have worked hard during this extremely difficult year."

Nick Fletcher MP for Don Valley

"Citizens Advice Doncaster Borough have continued to assist residents across the Borough even during the difficult year we have all experienced. Their work is invaluable, particularly in a time when so many have and continue to experience hardship and uncertainty."

Dame Rosie Winterton MP for Doncaster Central

"Citizens Advice Doncaster Borough continues to provide excellent, expert support and advice to residents across the Borough. Throughout 2020 they have shown a continued commitment to supporting residents and have adapted their services to ensure those who would benefit most can access support in their communities."

Dr Rupert Suckling, Director of Public Health, Doncaster Council

“It’s a huge credit to the staff and volunteers at Citizens Advice Doncaster Borough that they’ve been able to help more than 8,600 people in 2020/21. Through adapting to new ways of working they’ve been able to make sure the people of Doncaster could continue to access our help when they needed it most. We’re proud to have them as part of our service.”

Dame Clare Moriarty, Chief Executive, Citizens Advice

citizensadvice.org.uk

Client Satisfaction

We’ve improved our client experience over the last year and we are continually looking at ways to improve and expand our our service to clients, While we continue to help solve people’s problems so they can find a way forward, we also want them to have a positive experience using our service. Despite the considerable challenges for delivering advice posed by the pandemic, satisfaction with our service improved in comparison to recent years.

citizensadvice.org.uk

Quality of Advice

Citizens Advice Doncaster Borough proudly holds the Advice Quality Standard mark for our advice with casework services and our telephone advice services.

This is an organisation quality standard for legal advice services operating in the area of social welfare law.

The quality framework includes a set of standards designed to ensure a service is well run. It has its own quality control mechanisms that in doing so, assures the quality of the information and advice services provided as well as promoting social justice. The quality standards and assessment methods used reflect the minimum standards necessary to ensure that clients seeking advice receive accurate, complete and timely advice; that they are able to obtain this advice from an advice provider which is accessible to them and able to act independently and in the sole interest of the client.

We have robust quality procedures in place in order to maintain our high standards in line with this framework. We ensure staff, volunteers and trustees understand the importance of high quality advice and the detrimental consequences of poor advice.

We support our team to achieve this though comprehensive training, mentoring and support.

citizensadvice.org.uk

As with the need for hardship support, the impacts on people's mental health and well-being were increased during the pandemic. Our team have put a lot of time and resource into stepping up our support in this area of work.

We now have 3 qualified Mental Health First Aid trained staff .

This training improves the confidence, skills and knowledge of delegates, to support people in crisis, developing a mental health issue and improving their own mental health and wellbeing. It establishes a better understanding how our advice and support, and signposting, can improve people's mental health and wellbeing.

Our Operations Manager is Mental Health Champion and regularly attends quarterly Mental Health Champion meetings at MIND, maintaining our Mental Health awareness and sharing best practice.

We have 3 members of staff who are Domestic Abuse champions, having completed the DMBC Domestic Abuse Awareness courses including Coercive and Controlling behaviours.

Our staff have all completed the Citizens Advice Suicide Awareness training and have refresher courses each year to support with the significant number of clients who are at the end of their tether.

We encourage our staff to take 5 minutes, talk about the challenges they have faced in their day so they are not taking problems home, affecting their Mental health and personal lives.

Resolving practical issues can play an important part in supporting people with mental health problems to build resilience and improve outcomes.

Last year in England Citizens Advice helped people with mental health problems solve over half a million issues. Many of these clients were at crisis point, and needed urgent advice on complex issues. Our evidence shows:

citizensadvice.org.uk

Support Us

Did you know every local Citizens Advice is a registered charity?

Our advice services are more in demand today than ever before, as we move into the future that demand looks set to grow even further. Any gift, however small, will help to ensure that we are still here to support the people of Doncaster.

Make a donation by sending a cheque payable to Citizens Advice Doncaster Borough or make a donation at any of our offices in person.

Scan the QR code below to go to our Charities Aid Foundation donation page, where you can make a one off donation or set up regular donations to support our service.

Select us as your charity of choice when shopping through Amazon via the Amazon Smile scheme - See social media for more details

WE RELY ON THE SUPPORT OF PEOPLE LIKE YOU TO HELP US MAKE A DIFFERENCE.

Thank you

citizensadvice.org.uk

Case study

adviser: Paula Lowther Issue: Debt - (Court Fines £685.90 and Water Arrears £136.41)

The client is single and lives alone in a 2 bedroom Council property, he has mental health problems, and English is not his first language. Client is Black African. Client has debts and originally contacted after receiving a statement from DWP regarding deductions taken from his Employment Support Allowance( ESA) for Magistrates Court Fines, he could not understand the contents of the letter and was concerned about the balance remaining. He also had water arrears and usage taken from his ESA award.

Upon checking the statement from DWP I could confirm the balance to be as he had calculated and not further accounts added. I advised the client of the priority nature of the debt and advised no further action will be enforced as payments are being made as agreed. However when performing a benefit check as part of the initial appointment it was clear the client was not receiving the Severe Disability Element added to his ESA claim - I advised the client to phone DWP and ask for an award letter to be sent. Court fines outstanding £685.90 Water outstanding £136.41

Due to clients health problems and understanding I took time to explain the next steps and why the information is needed.

Client was able to make the phone call to DWP and gather info as needed. DWP asked for further info to prove the client lived alone.

DWP confirmed the client is entitled to SDP and has been since 2019 therefore will receive a backdate of £5100.46 - client is able to repay creditors in full and have full entitlement to his ESA with the added SDP at £66.95 per week.

£5,100 SEVERE DISABILITY PAYMENT MADE TO OUR CLIENT

CREDITORS REPAID IN FULL

"THE CLIENT WAS OVERJOYED"

----- Start of picture text -----
Paula Lowther
Debt Adviser
----- End of picture text -----

citizensadvice.org.uk

Case study

adviser: Sarah Machin Issue: Housing

Client is an elderly female. Client has Paget's disease, diabetes & a broken femur. Client has been staying with family since her fall in March. Client has a troubled relationship with her daughter & so does her son. The Client is mainly in Doncaster because she loves & wants to see her grandchildren. Client thinks that if she moves back to Surrey that her daughter would stop or monitor contact with the eldest grandchild. The Client's son suffers from anxiety and depression. Client's son has a joint mortgage with his sister in the house they are all currently living in. Client's son stated that he took over half of the mortgage to help his sister out whilst she was in financial difficulty.

The Client wanted to know her options for acquiring accommodation. Both Clients were unsure where this would be, if Client stayed in Doncaster Client’s son would want to move to be near her to help with her care needs, so his job would be a consideration. If Client moved to Surrey she would not know what accommodation she could afford.Client stated that she would not be able to get a mortgage and did not want rented accommodation. Client also wanted to know if she was eligible for a blue badge.

I advised the Client that we could look at accommodation options in the Doncaster area together. The Client's son has internet access & said they would like to look together so I wrote down St Leger homes, Gov.uk for social housing & supported housing at Casson Court in Thorne which her son had mentioned may be an option. I also went onto the websites and showed them where to access registering for or just looking for accommodation. I signposted the Client to Age UK if she decided to move to Doncaster & gave her their contact details for possible future help with a benefits check to see what she may be entitled to if she decides to stay in Doncaster. I also gave the Client’s son the Gov.uk link to the criteria for a blue badge, we looked at the criteria but determined that she probably wouldn't be eligible for one until she has found accommodation as one of the criteria is proof of address (ideally a council tax bill) which she does not have, advised that was something we could support/apply for if needed. I also advised the Client that until they had both had a conversation about where they were going to reside and all the ramifications surrounding the issues then they could begin an action plan.

The Client was upset & emotional at various times within the appointment so I made sure the Client was listened to & empathized with her situation. My Client had difficulty getting comfortable so I made sure she had a comfy chair & had ease of access around the office to the chair having crutches.

"THE CLIENT WAS VERY EMOTIONAL AND FELT MORE ABLE TO DEAL WITH HER PROBLEMS ONCE SHE UNDERSTOOD HER HOUSING OPTIONS IN DONCASTER"

----- Start of picture text -----
Sarah Machin
Outreach adviser
----- End of picture text -----

The outcome for this Client will depend solely on what decision she makes with her son. Advised the Client that if she decides to reside in Doncaster and needs any further support she can contact us further.

citizensadvice.org.uk

Case study

Case Study adviser: Tony Pell Issue: Debt - Council tax arrears £520 and bailiffs enforcement

The client is a single elderly British male and in receipt of Universal credit and Personal Independence payment (PIP). The client resides at a family and friends property. The Client was living in the flat and because of his health issues, the client’s doctor advised him to move closer to his family for extra support. The client left the property in Aug 2020 and he has been charged for council tax from 1 Aug 2020 to 1 Oct 2020 He stated the first time he knew about the arrears was when bailiffs visited his property. The client stated he has provided the council with proof that he did not live there at that time.

The client was advised to make sure his doors are locked and the windows are closed - bailiffs are allowed to come in through unlocked doors. The client was advised that bailiffs recovering council tax aren't allowed to force entry. This means they aren’t allowed to force their way into your home and they can’t bring a locksmith to help them get in. The client was given a Fact sheet on bailiff’s powers for him to read.

The client would get emotional when discussing his debt problem, we would take breaks to regain the clients composure then I would explain clearly what the client’s options were and what we could do to resolve his debt problem. The client stated that he has been trying to resolve his problem for a while and made no progress. I contacted the council and I got the debt put on hold. I informed the council that the client was disabled. Council stopped all bailiff action. I explained the client's situation and the evidence that he had sent to them. I then asked them to investigate this case. The council stated they would investigate the client's case and get back to us.

The council contacted us both and stated that the client did not have any council tax arrears. In contrast the council owed the client £520.

The client was really happy that the bailiff had been stopped and that he did not have any council tax arrears. He thanked me for my help. Client stated he tried to sort this problem out himself and got nowhere.

£520

COUNCIL TAX DEBT RESOLVED

The client was really happy that the bailiff had been stopped and that he did not have any council tax arrears. He thanked me for my help. Client stated he tried to sort this problem out himself and got nowhere.

----- Start of picture text -----
Tony Pell
Debt Adviser
----- End of picture text -----

citizensadvice.org.uk

Case study

Case Study adviser: Christina O'Donnell Issue: Benefits

The client is a 64 year old male he lives alone in a property that he owns outright, the client was receiving Contributuion based Emplyment Support Allowance (CBESA,) a Work Capability Assesstment was requested by DWP and he was found fit for some work, the client's ESA has been stopped he disagrees with the decision and wants to challenge it. The client has no savings or any other income.

We completed the client’s SSCS1 form ensuring supporting information was relevant and supported appeal. Advised client of the process and the likely out come. The client was given a copy of his Appeal form and further evidence was sent to the tribunal judge to consider. Advised they will assess your case without a hearing.

The client won his appeal on 20th July 2022 and was awarded ESA and placed into the support group-LCWRA. He received a back payment of £3481

Case Study

adviser: Gina Monk Issue: Consumer - Energy

Client had been trying to resolve a billing dispute with her energy supplier for around 6 months. Bills would be produced not reflecting the energy used, with estimates being used even when bills were generated. Client was being chased for a balance larger than the balance was at the point her payment plan was set up, despite all payments and new usage being paid. Client was in financial difficulties due to excessive bills, and had also had an appointment with a debt adviser at the service due to the impact this was having on her as a self employed person.

We challenged the bills, using financial records provided to prove that the client was being chased for a balance exceeding the total sum of legitimate bills produced, and that this was due to adviser error and a debit balance being applied that did not relate to a bill.

“Debt” has been removed and client no longer owes anything to this creditor, she is now free to move suppliers due to me negotiating an early contract end, and will be discussing a request for financial compensation.

£3481

RECEIVED BY CLIENT IN BACK PAYMENT OF ESA

----- Start of picture text -----
Christina O'Donnell
Welfare rights Specialist
----- End of picture text -----

£1200

INCORRECTLY BILLED ENERGY DEBT WRITTEN OFF LEAVING CLIENT IN CREDIT OF £355.88

“Thank you for all that you’ve done”.

----- Start of picture text -----
Gina Monk
General Adviser
----- End of picture text -----

citizensadvice.org.uk

Acknowledgements

We know it's only by working together that we make a difference to the Doncaster Borough.

We're grateful for the generous support we have received this year. Here are a few who have made our work possible.

Thank You

citizensadvice.org.uk

A Special Thank you

KAREN BOTHAMLEY

Karen Bothamley, CEO, retired from CADB at the end of May 2022.

Having previously worked at the Yorkshire bank, Karen joined Thorne & Moorends Citizens Advice Bureau in April 2000 as a part-time debt administrator and then became full-time admin manager in 2002. The merger of Thorne & Moorends and Stainforth CAs in 2005 saw the formation of North East Doncaster Citizens Advice Bureau (NEDCAB) and in 2006, Karen was appointed as the manager of NEDCAB. In 2017, Mexborough CA and NEDCAB merged and Citizens Advice Doncaster Borough was born with Karen appointed as CEO.

Over the course of the last 22 years, Karen has seen many changes in the delivery of CA services across Doncaster and for 16 of these years she has been responsible for leading the teams delivering these services. In that time, she has experienced 2 visits from Princess Anne, worked with a number of Trustee Board Chairs and ensured that CADB functioned through a pandemic. She led NEDCAB through a time of financial restraint and ensured the continued provision of high-quality advice services.

Since 2017, she has provided the vision and leadership which has enabled CADB to develop into a strong, vibrant and successful organization which is well placed to face the challenges ahead and to continue to provide high quality advice for DMBC residents.

Karen’s insight, commitment and hard work will be greatly missed, and we are very grateful to her for the great part she has played in the development of CADB.

We wish her well for the future and hope she enjoys her retirement.

Colin Smith Chair Trustee Board

citizensadvice.org.uk

Contact Us

Civic Office, Waterdale, Doncaster DN1 3BU

http://citizensadvice-doncasterborough.org

01302 243057 - General enquiries / Appointments 01302 499330 - Local Debt Advice

0800 144 88 48 - National Adviceline

0808 223 1133 - Citizens Advice consumer helpline

advice@citizensadvice-doncasterborough.org

https://attenduk.vc/CADB-waiting-room

www.cadoncasterborough.org

citizensadvice.org.uk

Citizens Advice Doncaster Borough is a company limited by guarantee. Registered company number: 10860886 England. Registered office: The Hope Centre Stainforth Methodist Church Church Road Stainforth Doncaster DN7 5NS.. Charity registration number: 1174228. Authorised and regulated by the Financial Conduct Authority – FRN: 786825.

COMPAKY REGISTRATION NUM8ER 11)860886 CITIZENS ADVICE DONCASTER BOROUGH COMPANY LIMITED BY GUARANTEE TRUSTEES, REPORT AND FINANCIAL STATEMENTS 31 MARCH 2022 CHARITY NUMBER: 1174228 CASDor Pro¥lw& wpp)rt foi the cr¥il gxiety Workh•ro. 3 Cav•ndi•h Court &)uth Parad• Doftc••t•r DN12DJ

Citizens Advice Doncaster Borough (Registered charty. number 11742281 (Registered company. number 10860886) Financial statements for the period ended 31 March 2022 Page Cont•nts Statutory Infomiation Trustees. annual report Independent examiner's report Statement of financial activities Balance sheet Notes to the accounts 3-10 11 12 13 14-21

Citizens Advice Doncaster Borough Trustees, annual report for the period ended 31 March 2022 The trustees, who are also ￿1￿CtOrS of the chanty for the purposes of the Companies Act, submrt their annual report and the financial statements for the peri¢)d ended 31 March 2022. Th8 Board have adopted the provisions of the Accounting and Reporting by Charities". Statement of Recommended Practice. applicable lo chanlies prepanng their accounts in accordance with the UK accounting standards IFRS 102) (effective 1st January 2015). the Companies Act 2006 and the Chanlies Acl 2011. R•ler•ne• and admini8trativ• d•t•il• Citizens Advi￿ DonrAsler Borough The Hop¢ Centre, Stsinforth Method151 Churrh Church Road, Stainforth Doncaslef DN7 5NS Charity Registration Number 1174228 Company limited by guarantee number 10860886 Authorised and Tegulaled by Ihe Financial Conduct Authority No. 7868 25 Honorary Presldent.. Elizabeth Brenda Wlli8 Truitgu IDir•ctor¥l: Chair: Colin Smrth Vle•-Chalr: Malcolm Jevons Tr•a•ufgr'. Andrew Wwnall Oliver Head liesigned 614120221 Christine Marshall lappoinied 2111120211 Irene McLaughlin Iresigned 2111r20211 Anne Rutherford (resigned 2116r2021} Oyenike Sogbein lapwinled 2111120211 Chl•l Offlc•r. Karen Bolhamley IRetired 3115120221 Jame5 Woods lappoinled ItsQ0221 Bank•r•: Yorkshire Bank Plc. 19 Si Sepulchfe Gate. Doftc8818r, ON1 1TD CAF Bank. 25 Kings Hill Ave. Kin9$ Hill. Malling ME19 4Ja Shawbr(Jok Bank Limrted. Lutea House, The Drivé, Bran￿d, CM13 38E Ind•p•nd•nt Examln•r: Meshach Adelwkan FAIA. FCIE. CASt)on, Clo I￿rKhere, 3 Cavendish Court South Parade, Doncaster DN1 20J Th• trust••• of the ch•rlty h*v• compll•d wlth •ectloTr 4 of th• Chariti08 Act 2006 In lulfllllng their duty to hav• du• rn98￿ to publlc b•nefll 9uld•nce publISh￿ by th• Ch•rlty Commimion. ure nd M•n èment In Cltizens Advicg C￿ncaSter Borough ICAD81- henceforth feferred lo as.the Organi￿10￿. . is 9ovwned by Articles of Association and Is a rrEffl￿r of Cittzens Advice. CADB was InCor￿rated on 11th Juty 2017 when the old chanty. North East Doncaster CAB INEDCABI. Ir2nsfeffed across to the new organisath)n awaiting merger with Mexborough CAB This mer9er finalty look place on 19th April 2018. NEDCAB wa5 dissofved in July 2018 and MeXt￿loU9h CAB in April 2019.

Citizens Advice Doncaster Borough Trustees, annual report for the period ended 31 March 2022 Al an ordinary Trustee Board ￿ts'n9 prior to the AGM, consideration 1$ given lo recruitsng new members lo the Board to fill any gaps in skills or diversity idenbfied during appraisal of the board. Onr agreement has been r&Yhed. a targeted and hjlly docuffnted recrurtmenl exercise tskes place in accor¢Jance with our Crtyzens Advice membership agfeemenl. If rKruilnnl is in direct resrminse to hlenlifieation of a skills 9ap, rt m8y be practical lo dispense wrth an open wruitment process In crfder to est fvlfil a specific need al a particular lime The written Pfocedufe slates that in an open re¢rurtment prcKess, candid8te5 are shortlisled and interviewed following application in response lo 8dVertwff￿t- and successful candidatels are Invited lo attend the rkext Board ftEetsng as a guest prior lo proposal for ele¢lion al the next AGM. Induction takes the fom of an Induction pack and all Trustees reoNe training which Is appropnale to their Tole and In compliance with cit￿en$ Advice membership requirements It bs F()551ble Irom lime lo time lo Invite DMBC andlor ThornelM(xJrends Town Council lo nominate 2 representslives each on the Board- tho names ol which are supplied by the relevant Council from tin lo lime. and acceptance is voted on by the Board Trustees accepted representation from DMBC following the local authority AGM in May 2019 and representalK)n will be reviewed again during 2023. AII members of the Tiustee Boaid give their lime voluntarily and receive no benefits from the charty. Any expenses reclaimed from the charity would be set out in Notes to the Accounts- there have been nona. The organwty'on is manoged by rts Trustee Boafd. whlch is drawn from the local communty. The members are charity Irust8ès who h8ve16gal 18sponwbility lor the general control an¢J Manage￿Ent of the or9anisation, Including financ￿1 managernenl and ¢ontrol Dttisions are made by way of proFMXd. 88conding. and minuling the result. The Executive Sub-committee and various sub-committee5 as required from tsme lo lime exist to deal with p8rticul8r are86 of governance A full risk aSsess￿￿￿t. scheduled lo be carrte(1 out by the Twslee8 (may delegate to a 8ub<ommitteel in May annually. ilh resutts ￿pOrted to the lull Trusiee Board The Tru8t8e Board is responsible for enJurin9 thal the organisakn.on complies with the CitA mom￿lP Scheme and charity legislat￿n. In practu d•y-tfyd8y managèmènt L4 d8l•g8ted to the Ch1 Olhcer Obie¢ts and aims.. Our chanty's objects as set out in the company's of a930cl81￿Tr are. lo promote any cha¥itable purpose for the publK benefit by the adVance￿￿nt of education, the protection and preseryation of heath and the relief of povety, sickness and distfes8 in partKuLqr, bul wilhoul Iimitslion. for the benefft of the communily In the L¥)rough of Donc8sler and Surrounding areas. Our altrts are.. lo provide the peop￿ need for the pTobloms they f&e to improve thè wI￿leS and pracbces that affect Feople's lives to provide free, Independent, confid8nli81 and impartral advKe to everyone on their rights and sponsibl1rt￿. value diversty. Pfomote equality and challenge dtscnminatKJn.

Citizéns Advice Doncaster Borough Trustees, annual report for the period ended 31 March 2022 Ensuring ourwork delivern our airrts. We review our artiviti'es and prcyress against our aims each year. This revw. alongside review ol our Business and Development Plan. looks al what we achieved and the oulcoffl8s of our work in the previous tsVe￿e months. We IcKsk al the success of each key activity and the tenefits they have to those groups of people w8 are set up to h8lp The rev￿4 also helps us ensure our aims obithes and activitiés romain focussed on our staled purposes. Achhv•m•nt• and P•rforrnanc•: OUT main areas of charitable actwity for the public benefit arè provisvJn of advice and infomkn -t(slh generalist and 5pgcialisl - and improvement of poI￿leS and practices that affect people's INes. In this challenging year, rt was rrnjre imFQrtant than ever lo be a strong. clear voKe speaklng up lor th￿e TIK> come lo us for help. 2021-2022 h88 b•en another suceessfrjl and prodLthe year for our service but a and challenging one loo We have seen Ihe impacts ol the cost of living and en8rgy crisis Impact dEnts ally and vastly Increased demands on Services we offer Vve hav8 continued our ¢lo8e WKvkn'ng relallonship with DMBC by responding qui¢kly and posilivety lo their requests for help In addressing the energy and cost ot living cn818, so￿ng up addrtional serw¢e outls tor clients a¢fo$8 the Bofough. We have conbnued positive working relationships - in tKslh a pr8cts.cal and ￿viSOry capacty - wrth partner organisalions $u¢h as Age UK Doncaster. FoodAwaro CIC. The Tfussell Trust and the Yothshire Building Society We havo 8180 eonlinued our strong working relatK+nship wth other Local Crttten$ Adv￿ S¢￿th Yofkshire. In 2021-2022 we have seen an increased Cl￿nI demand In all areas ol our work, as wo re8pffided lo broader clitint demographu, the impacts of the PandemK- to Ihe longer tenn Impacts of Brexit. We have provided targeted ad¥￿e and support In respons• to the ¢osl of Irving crisis an¢Y the 8￿rgY crisis. which have had a s￿nIfiCant impact on r&s￿9ftts acT05S the borough. Our major concern is that these issues are only just starting to impact people and that more people acros5 the boroLbgh are going lo need the advice and support seTh￿s we offer. We will continue lo work to Increase our capacity in innovatrve ways lo impfove and diversify the 8C¢•$¥ routes lo our services, while maintaining the high quality servico wè providè During the last annual year we have very successfvlty consolidated Our services and posrtion in thè widor Doncaster community through our provision of an omni<hannel approach to advice delivery W8 have continued to adopt • community based approach lo advu service provision. Delivering advice and support to our d￿niS through additional land fre81 telephone advice. advKe via Wekhat. email and video link via the Attend Anywhere plattom. We have contsnued to offer dvJrtal advice through our "Oebl Po¢Js" in community venues across Don¢aster. As venues have reopened post the pandemic we have adopted a face to face presence In a growing number of ￿mMUn￿ locations across the Borough. n￿VIng forward we will Iwk lo grthv this reach èmtedding us as an essentsal service throughout the borough We have been succ•s$ful In adding benefits and gen8ralist advre pro• to our SerV￿e offer in addition to Ouf main services operaling from Off￿ in Slainforth. Mexborough and t)orKastef t¢Mn

Citizens Advice Doncaster Borough Trustees, annual report for the period ended 31 March 2022 Achl•vgrnent8 and Perf0m￿ne9 ¢ontinu•d: We have seen an increase in def￿3nd for seThices since the reopening of the face io face advice service in 2021. We exFect demands to e4)nbnue lo rise as clnts deal wilh greater strains on their personal finance as a result of the cost of INir¥J crisis and rising energy bills As an organisalion we will conbnue lo slrive to r to these demands through in￿aINe working pr¥Aw and funded Projects targetsng those most vulnfjrab￿ or in need of our supwt. In February 2022 we into the DMBC Cr¥K buiklin9 whth will a hub fty servKe provlsw)n in central Doncastef, we ￿11 relain offtts In Stainforth and Mexborough In addition to Ouf ￿mmunity outreach seNKes. Our register&J offKe was nM)ved to Stainlorth at the end ol March 2022 For the last 12 months we have been part ol the DWP Kickstsrt employment prograrnff￿ whKh gNes young people the opportunity lo work in organisalions like ours to gain employability skn'lL8 and experience. We have recruited some ol these young peO￿e to paid roles within our ser4te aThl numbei have moved on lo oblain pabd work elsewhere. We have ¢onbnued to be ¥uwes8ful in attfacting new volunteers to our expanding leam ￿11 8nh8nce 8ervice provision, and a new managemént Structure will ensure we are able lo make the ot this neh re8ource for the benefrt ol our clients. We weré 8U¢¢888ful in bein9 8ele¢led as the lead or9anisabon lor South Yorkshire to PfOVKJti ts rff look Universal Cr8dil Holp to Claim Serv￿8. Thls Stsrted In March 2022. To be selected as tha k8ad fj 8 remarkab￿ achievement and re¢ognise5 our work In terms of quality of advicé and 8urpa3%rKJ set by funders for client numbern. We continue lo offer specialisi and genèralist advKe via our thjll rango of acc088 methods fve days per week.. the generalist 5essioris are mainly ststted ty volunieer advisers. We are keen to pro¥￿e equal access to our sery￿s wilhin the con51raints of our funding. and have assisted clients from a WKle geographlcal area across the Borough of Doncaster - antj beyond via our expanded telephone advKe service through Ad¥￿illne. Volunteers ar• thè foundations of the seNic8s we offer contributing to the adminislrslion sidè of thè organisalion's work as well as to the advice Sery￿e, and we expect that our expanded team of volunteers will, over the next yeaf, ￿ntribUte in excess of 8,424 hours This year our volunteefs gave up 8,424 hours of volunleenng lo help dehver servtts. We coukln'l help as rnany peopb as we ¢Jo wrthoul them. The ￿1)netary value of Volunteered hours over the yèar Ca￿ lo £131.(KKI- a substsntsl contnbul￿I. We continually look for way5 to raise our Profile and reach across the Don¢aster borough and wider Into South Yorkshire. This year we have launched a digrtal newsl8tter for us lo share stories and new5 at4Jut the 8eNice th81 h8$ a reach of over 250 stskeholders and organisatsons. We have ￿n￿n￿ed lo publydh fegul8r articles in local publications such as the free press whi¢h allows us lo reach more than 3&)JO hoU￿holdS via these tree publications. this year, made our Television debut with a mèmbèr ol the team being Inlerviewed live on BBC Look North about the impacts the cost of living ¢risbs was h8¥wvJ on Doncaster residents. We are still tying lo expand our social mèdi8 presence to engage wrth MO￿ people, we have tried to produce more engagin9 and Inforrr¢tive Gontent promots'ng knowledge ol our servKes and indLwJin9 péople who might not othe￿iSe have been as aVra￿ of what we do. We also use this pl#ttc¥m to champion equality and lo ralse Issues alour￿ equolily and diversity.

Citi20n8 Advice Doncaster Borough Trustees, annual report for the period ended 31 March 2022 AchS•vem•nl• Ind Perfornian¢o contlnu•d: We have a growing followng of general public, l¢Kal authonty. MPS and councilkns as well as fvbal partner Organisat￿nS across the Borough of Doncaster We have tn•d to refocus our R￿are￿ 8 Camp8igns work over the last 12 months to ensu￿ the Yo￿e of our service users is really heard and real measurable impacl can be achieved We have worked on a number of e8mpavJns this yeaf, Including cost of livin9, ènergy CfiS¢S. the Kèèp the uplift campaign ￿ have continued to champion the problems related to Il￿gaI money lending, and were appfoached by the centre for S￿la1 iustsee lo contnbule to their work in this area. Our input part of the Swimmin9 with sharks.. tackling Illegal rrKJney ￿ndIng in England report. On the subjects of the eo$l of living and energy crisis we held rreebngs with Ed Miliband MP lo discuss this issue in detail antj foll¢￿ed this up by arranging a discussion be￿een the MP and clients suffenng because of both the energy and cosl of INing crisis. Our new management structure has enabled us to plan a rastfucture ol Ouf research and Carr￿a￿n$ work for the next 12 month$ with Ihe aim of InsI￿ating and running local campaigns lo bètt•r d881 with local Issues laong our clients This new work will fun alongside our part￿1pat￿n In nat￿n81 CitA initiats've8 and will enJure Increased effeGtsveness In Ihis area of our work. Dunng the yeaf, across OUT team ol toth volunteer5 and Pa￿ staff. have ken in Gonlacl with 9,712 ¢ll•nt8 wo hav• doart with 25.511 8eparate188ues. 10.4S9 01 th08e were debt and 7.030 beneffts issue5. lit Is worth noiing that had we had the lun¢ing and resources to provi¢Je additional wellare rKJhts casewort¢, thè splrt b8h¥88n thés• tsvo $ubi8Ct amas would havo beon roughly 8qual l ￿ hav8 gon8rat8d in oxcess 01 £1 Omillion ol financial gains for our clwits through benefit and tax credil gains and better￿ff ¢8tulab"ons and 8¥sk8tsn¢e We 901 £2.1 millKJn of debt WTitten off and handled FTh)re than £5.1million ol debt for our ¢I￿nts. 11 18 thank8 to our Un￿￿e team that our clients f8ceive a firni class This yèaf w8 celebrated winning 8 N¥￿TraI Award for Innovation. Out of the 2540 Crtuen5 locations In England and Wales. CIlLzens Advice Doncaster Borough wwo awarded tho Innovstron Award of the year al their Nat￿nal CItLzens Advice conferencé. The Award was for th¢ sel up and use of remote law students Provided by Pro-bono Communty to provide welfare rights adv￿& and help cl￿nts complete PIP lomis via the phone and video porta15 we sel up locally. National CEO 08me Claire MOr￿ty . Their innovatsve supwt has helped and 8UPPOrted 19 diènts with Iheii pews￿81 Inde￿ndent Paymnl fomis, the service has rffeived gieal leedb8ck from those who've use¢Y Il and helFed Some ol Donc8Ster's nY)St marginalised clients acce55 the benefts Uiey'r8 entitled lo. a huge well done lo CrtLz8n$ Adv￿ Doncaslef Borough" are inc￿1)1¥ proud to have b￿n able to support our ¢I￿nts vva telephone and vmleo Chart￿￿. with one of the most complex and 8tres8fv1 benèfit fomis Throughout lttkdown we worked wth a pather org8nisBtion and arranged for experienced sludènl volunteers lo give practical expenence and help In completing these fomis. without them we would not have managed to wespond to thè demand for this porticulady complex setyice and we want to soy a huge thank you to the 2 5tudent$ who gave their tlme up 10 help the Donca$ter Community. We have witacled these elients and had excellent feedback regarding the seNice they rgw¥ed and how this helped them through such a diffi'cult year 'Sympalhelic and not patronising,, 'Lots of h*, very understsnding,, 'Helped fill it in and helFed add detsils that were missed..

Citizens Advice Doncaster Borough Trustees, annual report for the period ended 31 March 2022 A¢hSevements and Perfofm•nc• continu•d: Activty and a¢hi¢vements relating to our pioiects are detsiled in our Annual Review document, and our 3-year 8usiness and Development Plan is reviewed In March and September 8nnualty. Th15 detalls oblectlves and strategies as well as nots'ng our pr¢9￿$5 against last yeals plan. FollL)wing the retirerrent of the Chf Exe£ut￿e Officer Karen Bothamley in May 2022 J8me8 ￿bOd8 was appointed as her success(x. HLS pwious role of OpÉYatb)ns Manager was assum8d by Deborah Murray. Our core fijnding comes from DMBC and they havè announced thèy are ffKJving from annually fvrKling our service lo a 3 year fvnding eye￿ starting in 2022. this 13 fantastic for us as it gives Lts a grèatèr stability In a challenging lime for fijnding. DM8C ha$ also provided us wrth a¢Jditional fvnding for our Pod and oulrea¢h wvKe Ihfoughoul the year and we will make proposal$ for these serllces to oyrtinue moving forwafd. We remain aware that rt ig r#)ssible thal OMBC may h)ok to comm￿s￿)n core services al slage in the fvlure - a process lo wh￿h we would be eager and raady lo ¢onlnbule. Our debt project funded by Mon•y Advicè and Pensions SerV￿e providea full end-tfyend debt ¢asework to cl￿￿1$ and thi8 contia has been extended until the end of January 2023. Our S￿1•11•1 welfare rights work was funded from a partnership wlh Age Uk through 8 DMBC commissioned project and this has been 8 great success. The search fow external wellare nghts advice funding continue5. We afe pleased to report we set up a project wrth the help of National CA to provide advice services in Ihe Yofkshlre buildlng 80ciety, thi8 award winning project allows us io work closely with them to provide advice and support service5 to their customers. h8v8 8180 b8•n $uce8ssfrJl In obtaining funding Irom FoodAwar8 CIC to havé advisèrs localod in th• Mexborough food bank lo supwrt clients with prob￿rnS they face and lo redL￿e dependency on food bank usage, this project will be u5eé as a wlol and results will be used to apwoach The Tru5sell tru51 for a similar project should Il be sl￿￿551ul Flnanclal R•vl•w: Our end-of-year figures are produced by the Chief Officer, checked by the Treasurer and serulinised and accepted by firstty the Finance Su￿￿0Mmittee and then our Tnjslee Board. Our accounts are then examined annually and pie¥ented al Ouf Annual General Meeting Our ReseNes PoI￿Y las detailed bel¢)wl Is revwed from time lo by the Finance Sub<ommittÈe and adjusted as deemed necessary. This is irnportanl lo ensure conb'nualion of our seNiee lo cl￿nIS until olher airangements could be made for their care if all other funding were withdrawn Des￿nated amounts within these figures will also allow for any possible redundancies in the future, and wular revws of the amount of our liability In this arèa will be c8ffied out as psrt of the or9anlsal￿n.S Risk Assessment polbcy. Our principal fvnders over the pa¥1 year h8¥0 b•en Monèy Adv￿ Service. Henry srn￿h Charity, DWP and DMBC whi¢h has enabbd us lo run pToiects contn'lwbng to our obiectNes shown above and lo achieve the results detailed In our Annual Review

Citizens Advice Doncaster Borough Trustees, annual report for the period ended 31 March 2022 R8••rvu Pollcy: CADB trustees recognise that although il is prudent to build up funds for Specif￿ puip05es and to have safety nel to prot9Ct CADB If unexpected events occur they accept that having loo much in re5er¥es may impact lulure lunding applicabons and ¢ore funding amunts 11 Is accepted that in the next 12 nK)nths we would review reserves and look ai slralegically using some to prog￿$8 aspects of the sef¥U for the benefit of Serv￿ users. like Investing In a more accessible and responsive wèbgrte In light ol CItA Membership Agreement from 1 April 2017 and its associated Financial Health Monitoring procedur68 - and taking into account best praCt￿e and ass85sm8nt of risk f8¢ino CADB - th• trt have carr￿d out a reV￿W ol our rèsèrvès wli¢y Trustees have Owded in the oJrrenl environffent holding reserves eqLtivalenl to 4-months' running costs would be Ouf wlw. That decision ffthing fomard will be nwde about rnaking best use of reseN8s in temis ol improving our infTaslructUfe (suth a5 replacing new equipment or essenlk?I buihjing maintenance Impfovefftnl to Business support and training i tr) reflect the growth we have experienced. According to the lgvel of l￿dgetsd tXpeTrJth￿ in the financial year April 2021 to Marth 2￿22 our reserves were £569,615. en consthring the right level of reserva$, tW8te•8 h8Vé t8ken into accounl the folbwng.. 1. forèc88ts of futur• incom•, the reliabilty and sustainabilty of exh of Inco￿ and for obl8ining income Irom new sources 2. foraca8t8 olluture ex￿[KIllUr8. bawl on planned thlty analysis of fvlure requirennts. opportunrtEs, contingencies lé.g. redundancy aTrJ other contra￿val oblgalion5 such as maternty leave) or nsks which are unlikely lo bo covered by income il and when they arise 4. likgllhood of I￿1￿9 pr•mi••$ from wtt￿h to provKI• swvKo• 5. gn8lysis of the likelihoc#J of such risks arising 8nd the consequenc*s to the ch8rity il they cannol be de811 with 8. The need lo invest In improving infrastructure to reflect grthth. Following review and consideratson of all the above factors, trustees have agreed the following S￿uld constitute CADB'S reserves poliGy". Unre•trlct•d re8eTh The trustees beI￿ve that Ihe organisaiion Shou￿ hold finan081 reseThes in order lo ensure that tt charity can continLbe to operate and meet the needs of Cl￿nts in the event of unforeseen and fvtialty financially damaging circumstances ar￿ing. Th8 truste8s consider that It woukj be pru¢Jent to sel a%de an arrKJunt equivalent lo Four Th￿th$, operating expenditure- £238.771

Citizens Advice Doncaster Borough Trustees, annual report for the period ended 31 March 2022 D￿Ignated rn••M Of the above unre31ricted fvrKls. £119271 dMlgn•ted for the folk)wing purpos8S'. • Conlra¢lual commrtmènl reserve - a reserve lo ensure that the bureau is able to cover conlr8cled paymnts lo staff such as redundancy, provision ol locum malamity cover, and the costs of any disciplinary onivof grievance procedures wh￿h may anse. • Trustees. having taken into account relevant provision needs. will endeavour lo put asbje some level of unrèstrict•J fvnds each April in an •tt•mpt to work I￿ardS and maitain the at¥JVé figures. • Thi$ polw will be re¥￿Wed by March annualty by the Trustee Board lo CoinC￿e with setung budgets for the forthcoming year, t•fore raIrf￿tiOn by the full boari1 using informatson Pr￿KIe￿ ty Man￿eTr￿nt $laff. Plan• lor Futur• P•rlod•: During the pefiod covered by this rewrt we have fijrther Consolidated our position and reputatK)n In tho mmunity an¢J ensured conlinuatian and expanS￿n of the highesl quality adV￿e servKes to peop across the whole borough ol Doncaster ￿ expanded the use of social rr￿dia for publicity and Cl￿nt contscts. We have decidetj to adopt a mofe communty b85ed approach lo advice provision. thts t)ecause 11 relle¢t8 the 8tance of our main funder but also 3S this approach has proven popubar our client ba86. We aim lo iniegfale ouf Services in Community locations through the borough incr8881ry our presences and èxpandlng our Stskeholder base. this in turn will lead to closer workin9 and future p8rtner8hip8. We will contrnue to bKI lor la￿tr ￿gIonal projects through Ctti2•n8 Advl¢o 88 wt have Unive￿al Cr•(lil Help To Claim project, 11 through our quality and ability to hit targets we a￿ able lo projèct reqUire￿nts, we will continue to expand our scope ano look for projects needed localty thal we may have not had In the past. We predKI we will need lo Increase our capacity to deal with Ihe ￿al0 of issues people face moving lo￿ard. Issues such as debt. employment and housing tenure will be vrtal ¢)ver the next Iwelve month$ and we will seek lo Increase the number ol paKI hours ￿aIlable for this work throLtrgh increased fvnding from relevant sources. We have fvlty rwn¥taled safe face•￿￿faCe seTh￿S and are increasing our communty presence frjr the clients unable lo access help remotely. as well a$ conlinuing to adapt our services lo make best use of tschnology solubons available to us. We recogn15e the Importance of en5unng our ser¥Ke5 are accessible to all sectsons of the community and will look lo make the most ol this opix)rtunity by embedding varied advice4elivery methods into training for new volunt¢ers who ￿Uld ￿tentIalty delp￿r advic8 Out of nomkil office hours from ho￿. the eoming year we will continue lo pursue sustsinable funding Op￿rtunItieS to consolKlate S￿lee Pfovision and in¢￿aSe availabilty of debt benefits and housing appointments and will c(rtK)ue to monitor and react lo external influences whth affe¢t wr clnts andlor our seryKe in order to WDV tsrgeted support on specthc Issues. We see partnership working as being advant8g@ous in providing a stable and 8uslain8ble base lor the organisalion and we look forwar¢ parts'Gularly to slren9lhening our relatsgnships with the local autrKwty and re8ffirming our posrtion as the pnncipal adv￿ provider for the Dorlcaslei Borough

Citizens Advice Doncaster Borough Trustees, annual report for the period ended 31 March 2022 Trusle88' resF4)n$ibilth"es Company and thanty law require the Iruslees to twopare financial state￿￿ntS for ea(l) fina￿la1 year which give a true and fair view of the stsle of affairs of the charity and of ils incoming resources arKI application of resources, Induding the net income or expenditure, dunng the penod. In preparing tt financial stalemenls. the trustees are reouired to". ' select surtable acc4)unting policies and then apply them ￿￿5￿8enty; ' make judgements and estimate5 that are ￿aSonable and prudent, . stste whglher applicable actountsng standards and statemÈnts of recommended pr¥ctice havè tén fvllowed, subj￿1 to any material departuies disc105ed and expkined In the financial sialements, prepare the finanryal statements on the going concem bas￿ unless rt Is inappropnate to presume that the Company will continue In business. The truslees afe responsible for keety.ng proper accounts.ng records which disclose wilh raasonBblè Lcuracy al any lin the financial posrtion of thè eharity and lo enable them to ensure that the financwl slalements ¢ompty with the Companies Act 20C6 and tho Ch8rrtl86 Act 2011. They are also responsible for safèguarding the 88sels of the charity and hence for takin9 feaGonable steps for tho prevent￿n and dele¢tson of fraud and other iffegulariknes. Th• truslees ol the cttadty who gerved the yeaf and up to the dale of thij reFort are sel out on page 1. 80 far • th• tru8t•g• •r• •wir•. thern is no relev•nt lftlorniatlon las d•lln•d by S•ctlon 418 01 the Companles Act 20061 ol whleh th• comp4ny'8 Indop•nd•ni examiner is unaware, and ech truxtw has tak•n all th• •t•P8 that h• or •h• ought to have t*ken a truite• In ord•r to mak• hlmself or hgrn011 awar• ol any rnlevant inforniation and to •stablish that th• company. Ind•p•nd•nt •x•mSn•r1s •war• of ¢hal Inforniatlon. Flx•d •M•ts The movements in fixed assets dudng thè perK#J 8re refi¢¢tod in note 8 in the accounts. Ev•nl• •ln¢• ¢h• b•l•n¢• •h••t d•t• No events have o¢curred since the balance sheet dale, whth affect the ch8rty. This report h88 been prepared in accordance wlh the state￿nI of Recofr￿nded PraCt￿e Accounting and Reportsng by Charit￿5 ISORP 20051. Signed on behalf of the TNsteo Board by Colin Smith- Chair of Trustees Il.0.LLJ.TrvTr Colin Smith- Chaif of Tnjslees 10

Independent examinees report to the trustees of Citizens Advice Doncaster Borough for the period ended 31 March 2022 I report on the accounts of the company, which are 8810th on pages 12 to 21. Respective responsibilities of tru8tses and examlner The Iru51ees (who are also the directors of the company for the purposes of company lawl are responsible for the preparation of the accounts Th8 trustees consider that an audrt is not required for this year under section 144121 of the Charrties Act 2011 Ilhe 2011 Act) and Ihat an Independent examination ij needed. The charity's gross income ex¢eeded £250.000 and l am qualified to undertake the examination by being a qualified fellow member of the AsS￿latIon of Charrty Independent Examin8rs. Having satisfied myselfthat the charty is not subject to audit under company law and is eligible for independent examination, rt is my responsibility to.. examine the a¢¢ounts under seclion 145 of the 2011 A(X', follow the procedures laid down in the general directions given by the Charity Commissioners under section 14515){bl of the 2011 Act.. and state wh8th8r particular matters have come to my attention. Basls of Inde￿ndant •xamin•r'g rnport My examination was carried out in accordance with the general direction8 given by the Chanty Commission. An examination includes a review of the accounting record8 kept by the charity and a ¢omparison of the accounts presented with those records. It also Includes consideration of any unusual Items or disclosures in the accounts, and seeking explanations from you a$ trustees concerning any Such matters The proceduros undertaken do not provide all th8 evidence that would be required in an audrt and consequenlly no opinion is given as to whether the accounts present a 'true and fair view, and the report is limited to those matters set out in the statement below. Independent examlnor'$ $tatsmont In connection wrth my examination, no matter has come lo my attention.. which gives me reasonable cause to believe that in any material respect the requirements.. to k8ep accountin9 records in accordance with section 386 of the Companies Act 2006.. and to prepare accounts which accord wrth the accounting records and comply wth the accounting requirements ofsection 396 of the Companies Act 2006 and with the melhc*Js and principles of the Slalement of Recommended Practice. Accounting and Reporting by Charities have not been m8t; or 2. to which. in my opinion, attention 8hould be drawn in order to enable a proper understanding of the accounts to be reached. SKJned Meshach Adelowokan, FAIA. FCIE Director, Communrty Benefrt Addrtions Lirnrted, for CASDon Date 11

Cltlzèns Advice Doncaster Borough Statement of financial activities (incorporating an income and expenditure account) for the perlod ended 31 March 2022 Unrestricted Restricted Fund$ Funds Total 2022 Income land endo*inents) from: Donation$ and legaoes Charitable activities Investments Other 51 3 29x37 301 51 10 828745 582543 301 39 538308 Totsl income 297174 538308 835482 583638 Expendtture on: Central administration exrenses Charitable activitie5 11710 12070 9548 Total gxpendlture 227814 488546 716360 502439 Net Incomd•xpenditurg 69360 49762 119122 81199 Transfers betrRen funds 49762 149762) Net movement In funds 119122 119122 81199 Reconciliatlon of fun Total funds brought foThvard Total fund• carrl•d ft>rw•rd 11 688737 688737 569615 All the activities of the charitable company are classed as continuing The company had no recognised gains or losses other than the net income for the period. 12

Citizens Advice Doncaster Borough Balance sheet at 31 March 2022 Company Number: 10860886 2022 2021 Flxed assets Tangible assets Total fixed assets 32902 337057 329020 337057 Current assets Debtors Cash at bank and in har Total Cufrent assets 52390 495692 80 8365 321725 330090 Llabllltles Creditors.. amounts falling due V￿thin one year 10 Ngt curront assots 97532 359717 232558 Total net assets 688737 569615 The funds of th8 charlty Unrestricted income fvr¢ds Designated General 11.13 119271 569466 688737 78000 491615 569615 Restricted income ￿ndS Total charity fvnds 688737 569615 For the period ending 31 M8rch 2022 the company w88 entrfled to exemption fmm audtt undersKtlon 477 oflhe Compan￿3 Act 2￿ fft18ting to sm811 compan￿8. DirnclOrs'￿8￿￿ib￿rf1SS. The membets h8ve not requitBd the company lo obl8in 8n audit of ils 8ccounts for th8 year in question in 8ccord8nce with s8ctton 476 of the Compan￿S Act ?006.' The diTrctOfs acknowledge their responsibilths for complylng wrth the ￿qui￿rnents of the Act with rpsp8Ct to accounting rncorrls and the pmparab.on of accounts These accounts have been pr8par8d in accordance with th8 provi&ons applicable lo Companies subject to the sm811 compan￿S regime and wrth lh8 Finon¢i81 Reporting Standanl for Smaller Enlrtles (effective April 2008). The financial slalements on pages 12 to 21 We￿ approved by the Board on 26 September 2022 and signed on its behalf by.. Swned Colin Smrth, Chair Dated Trus18es The notes on pages 14 to 21 forni part of these financial $tat•m•nts 13

Citizens Advice Doncaster Borough Notes to the accounts for the period ended 31 March 2022 1. Accounting policies Basis of the preparatlon of the accounts These financial stalernents have been prepared under the historical cost convenlw w¥J in accordance with Accounting and Reporting by Chanlies - Statement of Rec(￿rnen Practice {SORP revised 20051. applicable UK accounling standards IFRS 1021 leffective 1 st January 20151, and the Companies Act 2006. The principal accountina policies adorted in the preparation of the financial Statements are as follows.. Dgpreclallon: The Trustees resolved to increase the threshokl for capitalising 89sets in current depreciation accounting policy from £500 to £2000. Fixed a88ets are Stated at C08t le88 accumulated depreciation. Individual fixed assets costing more than £2000 are Gapilalise(l al cost. Dèpreciation Is provided on langible assets al the following annual rates calculated in order lo write off thè cost less estimated residual value over their useful economi¢ lives. 1. Freehold buildings 2èA on wsl 2. Leasehold improvement$ over Ihe lrfe of the lease 3. Computer equipment 33% on cost 4. Furnrture fixtures and fitting 25% on colt Incomlng R080urco8 All material incoming resources have been included on a receivable ba818 - i.e. they are Included11 Ihe date receivable falls wrthin the penod covered by these accounts. Grants Grants receivable funding the general activrties of the company are included in the year in which they are receivable, except where the funders specfy that they must be used in future accounting periods or fundef8 conditions have not been fulfilled, then the income is deferred. Charltablo Expenditure Charitable expenditure is recognised in the financial statements on an accwals basi8 arKI inclusive of irrecoverable VAT. Expendrture which is directly attributable to specific activities has been included in these cost categories. Where cosis are attnbutabie io more than one activity, Ihey have LEen apportioned across the cost categories on a basis consislent with the use of these resources. In the opinion of the trustees, the proportion of indirect costs relatirKJ to management and administration of the chanty is not material and has ther8fore nrt ￿￿en disclosed separately. 14

Citizens Advice Doncaster Borough Notes to the accounts for the period ended 31 March 2022 1. Accounting policle8- continued Pen81on Costs The chanty participates in a group personal pension arrangement. The pension charge represents the amounts payable by the chanty to the fund in respect of the year Loasing Commltments Renlals paid under operating lea888 are charged in the SOFA as incurred. Re8trl¢tod and Unro•trlcted Funds R8Strict8d fund8 are funds received from donors which are 8ubj.ect to restrictions on the purposes for which they may be used. Unreslncted funds are those where there are no externally imposed restnction8. These include funds freely available to the chadty lor expenditure or appropnalion to reserves for internally d8signated purposes. De8ignatsd Funds The charity'8 d88ignaled fund8 are established as a resu￿ of regular review of it8 ongoing needs by the Board of Trustees. and are intended lo fully cover 8ignificant identifiable financial commitments. Taxation As 8 registered Charity. Ihe company is exempt from income and capital taxes on SIS charitable activrties. 2. Donatlona and l•gacl•8 Unr•strlctod R•strlcled funds lunds Total fundB 2021 Grants & donations LegacEs 51 51 10 51 51 10 3. Income from charltable actlvllles Unr••trlct•d R••tricted fund• fund¥ Tot•1 fvnd¥ 2021 Grants and contracts Primary purpose trading 2W437 538308 828745 582543 290437 S38308 828745 582543 15

Citizens Advice Doncaster Borough Notes to the accounts for the perlod ended 31 March 2022 4. Inv08tment Income Unre•tricted R••trict•d funds funds Totsl funds Bank Interest 301 301 301 301 39 39 5. Other Incom• Unr••trlct•d R••trf¢t•d lund• fun Totsl lund• 2021 Transfered on incorporation Other income 6385 6385 638 6385 1046 6. Charitabl• •xpendlture Unrn•trlthd R•strlGtod funds fund• Totsl fund5 2022 2021 Direct staff costs Travel and subsistence Premises costs Depreciation of owned assets Partner payments Other support (X)Sts Central recharges {note 20) 203988 414764 618752 400043 4129 176 4305 1409 31810 120 31930 30121 8037 8037 8038 6500 34766 6500 3935 30831 53282 216104 488186 704290 492893 7. Central admlnl8tra￿On expens Unre•trlcted Re•trl¢ted funds funds Totsl funds 2022 2021 AGM expense 60 Independent examination, Payrdl. consultan￿ e 11074 Mis￿lIaneouS costs 60 11074 9199 11710 360 12070 9546 16

Citizens Advice Doncaster Borough Notes to the accounts for the period ended 31 March 2022 8. Tangibl8 as8•ts (analysis of oponlng & closing carrying amounts 8uilding Furnlturo Compuler oxtenslon & Flxtum & Improvernent ffttln Total Cost or valuation •quipm•nt At beginnlng of tho porlod Additions Disposals Valuations Transfer 379528 679 1108 381315 {Mexborough) 379528 679 38131S D•preciation and Impaimients At beginning of the peri(Kl Disposals Depreciation 554 44258 (& impaimient) 75￿1 50954 170 510 277 831 8037 62295 Not book valuo At beginning of the pen'od At end of the period 336164 328574 339 169 $54 3370S7 329020 9. D•btorn 2022 2021 Trade debtors Prepayments Other debtors and accrued income 31328 21064 5135 3230 52390 8365 10. Creditor8- amounts falllng due within 1 yoar 2022 2021 Trade creditors (Deferred Income) Other credrtors Other creditors {HMRC + Pension) Accruals 156120 5586 19643 7016 188365 77121 5684 9155 5572 97532 17

Citizens Advice Doncaster Borough Notes to the accounts for the period ended 31 March 2022 11. Movomèntx in funds Balances brought fO￿ard Baknces carried Income Expendltufe Transfer8 forward Unrestricted Funds Designated.. Contractual commitrnent reserve 78000 41271 119271 General 17 297174 569615 1227814) 49762 688737 Restricted Funds MASDAP MAPS Trainee Henry Smith Charity CADB Tier Three DEFRA HMPT COMMUNITY HUB FOOD AWARE Help lo Claim 251407 48837 60040 107074 3271 1168 13086 1092 {219255) (32152) (32390) <16447) (60040) (107076) (3272) (1168) (13087) (1092) 538308 1488546) (49762) The purpose of each of the funds is detailed as follow8.. Unre8tricted Funds Contractual ¢ommltm•nt r•Mr¥• - a ￿SerVe designated by the Trustee Board, to ensure that the bureau is able to cover contracted payments lo $18ff such 8$ redundancy. provision of locum malemty cover, and the costs of any disciplinary andlor grievance procedu￿5 which may arise. DMBC - Denaby - to assi8t in provKling weekly outr8ach advice 8e88ion8 at the Denaby Springhill Centre. R•stricted Funds MASDAP (Money Advice Service Debt Advi￿ Project) - provides funds in partnership wrth Citizens Advice to provide face to face debt advi￿ services... Energy Best Deal Is a granl to provide fvel advice sessions to groups of frontline workers and consumers. Honry Smlth Charlty - a project FffjVKJiTrJ free advic* and support on debt. b&nefrts, housin9 and employmerrt lo people across the Borou9h of Doncaster. DEFRA - In Gonjunction with DMBC, a project to provide community based "advice acc8ss pods" across Doncaster Borough. HMPT (Helping More People Together) In conjunrtion with national Citizens Advice to provide increased telephone. email and Webchat advice via Adviceline for Clients. 18

Citizens Advice Doncaster Borough Notes to the accounts for the period ended 31 March 2022 12.Staff costs and number8 Staff costs were as follows.. 2022 2021 Wages and salaries Social security costs Pension 574573 37914 6265 618732 No employee received emoluments of more than £60,000. The average weekly number of employees during the yearwas 48 (2021 22). The full time equivalent was 40{202121). 374007 22773 3263 400043 At the period end pension charges of £nil had not been remrtted. 13.Analysls of net a•ots by fund UnrMlrfct•d R••trl¢t•d fund8 fundi Total fvnds 2021 Fixed assets Net currenl assets 329020 359717 688737 329020 359717 688737 337057 232558 569615 14.Feo8 payable to independent examiner During the penod, the fees payable (excluding VAT) to the charity'8 independenl examiner CASDon {Community AGcountancy Services Doncaster) are analysed as follows.. 2022 2021 Independent examination Tax advisory services Otherfinancial serwces 3060 2580 260 3320 260 2820 15. The Tru8ts08' romun•ration, benefits and expenses None of the twstees have been paid any ￿Muneration or reived any olher benefits from an ernployment wrth the chanty or a related entity. No trustee expenses have been incurred 19

Citizens Advice Doncaster Borough Notes to the accounts for the period ended 31 March 2022 16. Related party tranmctions There have been no ￿lated party transa¢aions during the period under ￿vie1v. 17. Pension commitments The Charity operates a defined contribution pension scheme, dunng the period thtr Charty made contnbutions lo the scheme of £6.265 44 {2021 £3,263 22) At 31st March 2022 Itere was no outstanding liability. 18.Annual eommitmonts under operntlng loas•s The company had no commitments under operating leases at Ihe balance sheet date. 19. Sharo Capitsl The company is registered as a company limrted by guarantee and has no share caprtal. Tho current members are guarantor8 In tts 8um of £18ach. 20. C•ntral rgcharges Management Overheads Total Salaries Henry Smith Chanty Money Advice SeNice MAPS Trainee DEFRA CADB Tier Three FOOD AWARE COMMUNITY HUB Help to Claim 717 717 28874 28874 6363 6363 504 497 15414 15414 172 172 974 974 62698 62691 Central recharges are those costs which are not allocaled ￿1￿ctlY to a cost centre as they ar8 incurred bul are charged annually on the basis consistent with the use of resources lo fomiula agreed by the trustees. Overheads consist of premises and office costs. 21. Comparative information For comparison purpose, the Statement of financial octivities for the year*nded 3110312021 is Pfesenled as below_ (see nexl page) 20

Citizens Advice Doncaster Borough ststement of financial activities (incorporating an income and expenditure account) for the period ended 31 March 2021 Unrestricted R￿tricted Funds Funds Total 2021 Income {and endowments) from.. Donation3 and legaa'es Charitable actNitbes Investments Other 10 3 153570 10 582543 39 428973 Totsl Incorne 154665 428973 583638 Expendi￿rn on: Central administration eXF￿￿5 Charitable activrties 7 (23795) 33341 9546 Totsl expendlturn 72632 429807 502439 Net Incom•l•xp•ndltur• 82033 (834) 81199 Tfansfèrs betsyeen funds (331) 81702 331 Not mov•mont In lunds (503) 81199 Reconclllallon of funds Total funds brought forward Total fund8 carrlod forward 11 569615 569615 21