## **Settled** ## **Trustees’ Annual Report and Financial Statements** for the year 1.4.24 – 31.3.2025 Charity Commission England and Wales Registered Charity No. 1184580 Scottish Charity Regulator Registered Charity No. SCO52326 |Contents|| |---|---| |Reference and administrative information|p2| |Trustees’ report|p3| |Independent examiner’s report|p25| |Statement of financial activities|p27| |Balance sheet|p28| |Notes to the financial statements|p29| 1 ## **Trustees** Martine Petetin, Chair (until 24.7.2025) Malin Nairn, Treasurer Wiard Sterk, Secretary (Chair from 24.7.2025) Chris Desira Alison Graham Ezster Molnar-Mills Maurizio Campolo Paul Nieuwenhuis Marcella Benedetti (resigned 20.10.2024) Mihai Bica (resigned 24.10.2024) Jen Ang (resigned 9.11.2024) Also joining as a trustee from 24.4.2025 Maria Laguna ## **Chief Executive** Kate Smart ## **Registered Office** To 30.4.2025 From 1.5.2025 Settled, R1.3 Riverside House Settled, 13-15, Platform, Newport Market Bute Street, Cardiff Bay, Upper Dock Street Cardiff CF10 5LS Newport NP20 1DD ## **Charity Registration** Charity Commission England and Wales charity number 1184580 Scottish Charity Regulator charity number SCO52326 ## **Independent examiner** 2E Accountants Unit 11, Flamingo Court, 81 Crampton Street London SE17 3BF ## **Bank** National Westminster Bank, 40 Queens Road, Bristol BS8 1BF 2 ## **Trustees’ Report** Settled’s trustees are pleased to present this annual report and accounts for the period 1 April 2024 to 31 March 2025. The trustees confirm that Settled remains fully compliant with the requirements of the Charity Commission of England and Wales and the Scottish Charity Regulator. This report is set out according to Charity Commission guidance. Settled is also fully compliant with the requirements of the Immigration Advice Authority (IAA) which in this year changed its name from Office of the Immigration Services Commissioner (OISC). Settled holds accreditation IAA Level 3. Settled is the only IAA Level 3, UK-wide, citizen-led charity focused on immigration advice for European citizens and their families post-Brexit, and citizens of EU candidate countries or prospective candidate countries such as Ukraine. In presenting this report the trustees would like to express their sincere thanks to its diverse, cohesive team of staff and volunteers and its loyal partners, supporters and funders, whose shared vision, commitment and hard work have achieved so much and helped so many. ## **Objectives and activities** ## **Summary of the main purposes of the charity as set out in its governing document.** Settled was registered as a charity on 24th July 2019. Settled’s charitable objects are: The relief of European Union Citizens* in need, by reason of war, conflict, youth, age, ill-health, disability, financial hardship, homelessness, being victims/survivors of domestic violence, being victims of human trafficking or other disadvantage by the provision of education, information, support, advice and representation. *For the purposes of this clause, European citizens include citizens and residents of all EU countries or EEA or Swiss nationals, or nationals of prospective candidates or candidate countries to the European Union, or non-European Union citizens dependent on an European Union Citizen for their current residence status. ## **Summary of Settled’s main charitable activities in pursuit of these objects.** 1. Identifying needs and responding with multi-lingual education, information, advice and support services. 2. Adding value to external organisations, service providers and decision-makers through referrals, advocacy and collaboration. **Statement on public benefit.** 3 The trustees understand and are committed to ensuring that Settled upholds the Charity Commission’s guidance on public benefit. Public benefit inspires and drives Settled’s trustees, staff and volunteers and this is demonstrated in this report. ## **Further detail on how Settled interprets its charitable objects.** Settled’s vision is: ‘A positive future for EU citizens in the UK’. Settled’s values are: Authenticity Accessibility and Impactful Humanitarianism Further information on our values is available here: https://settled.org.uk/our-values/ During the year 2024-25 Settled worked on a new 3-year strategic plan for 2025-2028. This sets the strategic goals that Settled will achieve for EU citizens: Secure the lawful right to live in the UK and Enable access and participation. The new strategic plan is available on request. ## **Activities, Achievements and Performance** We are proud to report that **13,538** individuals received direct, personal advice from Settled between 1st April 2024 and 31 March 2025 (2023-2024: 11,655, 2022-23: 11,078). The number since Settled began in 2019 is over 66,000. Chart 1: Number of individuals who received direct, personal advice. **----- Start of picture text -----**
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Furthermore, in this year we estimate **828,000** people received information and general advice through our various channels including printed leaflets (2023-2024: 797,000, 2022-23: 621,620). 4 Chart 2: Estimated number of individuals who received information and general advice. **----- Start of picture text -----**
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It is important to mention that the EU Delegation to the UK held its first award scheme for organisations working with EU citizens and at a ceremony that it hosted in November 2024, presented Settled with an award for Community Endeavour’. Our prize included the right to put a series of posts on the EU Delegation’s Instagram account, and also to work with a film-maker on a short promotional film about Settled. ## **1. Identifying needs and responding with multi-lingual education, information, advice and support services.** Settled provides services for EU citizens in the UK on the EU Settlement Scheme (EUSS) and related rights, including a specialist service for Roma, and provides services for Ukrainians applying for UK visas and needing help to access services in the UK. Settled’s staff and volunteers are spread across the UK, they speak over 20 languages between them and share common cultures and experiences with EU and Ukrainian citizens. They are trained to sensitively explore the needs of vulnerable and isolated individuals and win their trust. Remote working has meant we have been accessible to people in all parts of the UK equally. We are also expanding our face-to-face advice provisions in several new locations and learn from the insights gained in these sessions. Our services are responsive to changing needs: our plans are informed by case-records held in a secure database and by good internal feedback from our staff and volunteers about the experience of their caseloads. In 2024-25 the growing demand for our services was offset to some extent by an increase in the staff team. Various changes in Home Office policies including the general introduction of EVisas to migrant groups and new rules affecting joining family members, directly contributed to an increase in requests for our help and an increase in the complexity of the advice/casework that we provided. The rate of enquiries from EU citizens was 200 a week up until December 2024 but since then has been at 250 enquiries a week, plus around 50 enquiries a week from Ukrainians. Staff discussions at an awayday in January focused on how to manage excessive demand and for the first time our team had to discuss procedures for making equitable decisions about who to turn away. For our 5 Ukraine service, by March 2025 it was clear that the new Ukraine Permission Extension Scheme (UPE) was generating so many requests for help that our Ukraine Adviser focussed mainly on accepting cases that were referred via external organisations. Our advice services faced an additional resource-intensive challenge this year because the Immigration Advice Authority (IAA formerly known as OISC) changed their record-keeping processes so that instead of a single annual return all staff and volunteers needed to create a personal secure online login, which proved temperamental. ## **Online information sessions** Settled ran webinars for EU citizens including one with the Italian consulate and one with the Spanish embassy. Other webinars were held for Ukrainians on a variety of topics. Some have attracted a live online audience of hundreds and then are available on social media to be viewed by thousands more. ## **Multilingual Telephone helplines** To manage the excessive demand, our English line is now open for 6 hours a week (during which time it is continuously busy) with no opportunity to leave a message – messages can be left on the other language lines. ## **Referrals online and advice by email** To help manage our workload, in this year we encouraged people to direct their enquiries to an online referral form on our website, which helps us assess cases more efficiently. We continued to respond to email enquiries via advice@settled.org.uk, roma.advice@settled.org.uk and ukraineadvice@settled.org.uk. Advice was provided in a range of languages, and this year, thanks to a grant from the French Government, we were able to employ a French speaker on the staff team. ## **Higher level advice** Settled employed three senior immigration advisers qualified to give higher level advice on complex cases at IAA Level 2 or 3. For the first time in 2024-25, in some intractable cases senior advisers have issued the Home Office with Pre-Action Protocol letters and these have often proved an effective way of achieving a solution. Also for the first time one of Settled’s senior advisers discussed with a law firm the possibility of a judicial review in the case of a Ukrainian woman, but after further investigation it was agreed not to pursue this. Settled remains interested in taking such legal action in future if similar opportunities arise. ## **Facebook forums** Facebook forums ran in Bulgarian, Czech/Slovak, French, German, Italian, Polish, Portuguese, Romanian, Spanish and Ukrainian. These continued to have extensive multi-lingual reach, particularly among low-skilled, marginalised people. Simple queries were answered quickly, and the answers shared on Facebook for the benefit of others. Settled has 52,000 followers on Settled’s various multi-lingual Facebook groups/pages for example 4000 on the Ukraine Facebook page and 13,000 followers on our English language Facebook page. 6 Individuals with more complex questions were transferred to receive email or telephone advice from the most appropriate team member. ## **Face to face advice** As a result of additional staff, Settled was able to offer advice sessions in person at more venues, including in various London centres, in cities across South Wales, in Leicester, Preston, Edinburgh and parts of Kent. ## **Information via our website, leaflets and videos** Settled’s website with regular updates on Home Office changes, remained an essential tool for conveying information and thereby reducing demand on our busy advice services. Whereas in previous years the website had included pages of translated advice in numerous languages, in 202425 we concluded that the resource requirement to keep translations updated as policy and regulations change was unsustainable, and that technological developments mean people are likely to be able to use automatic translation functions. Settled maintains a small range of translated leaflets on relevant topics, electronic versions being available on our website or emailed out plus printed versions distributed at our face-to-face sessions or sent by post. For example in 2024-25 we produce in leaflet form information on the difference between the digital status and the new EVisas, how to travel in and out of the UK using different documents, how to update passport records on the EUSS system, how to bring Ukrainian children to the UK and where to access a Settled drop-in. We made a video in Ukrainian on how to apply for an EVisa. In January 2025 we held an in-depth discussion about the needs of Roma clients. We concluded that there are 3 key messages that might help resolve some persistent problems and we produced a leaflet and plan a video on these: 1) How to show a footprint in the UK, 2) Learning how to use the digital status and 3) Be careful not to use rogue advisers. ## **2. Adding value to external organisations, service providers and decision-makers.** ## **Accepting referrals** Settled continues to accept referrals from a cross-section of local authorities, health authorities, voluntary organisations, and from the various embassies and consulates of the different EU Member States. This includes large organisations such as Citizens Advice and Red Cross who have directed significant numbers of people to Settled. This year we have re-established a connection with the Big Issue who have sent us several complex cases. ## **Collaboration and advocacy** ## **Work with EU authorities and embassies** Settled wrote to Michal Meduna, policy lead at the EU Commission in Brussels, with issues for him to raise ahead of EU-UK Specialised Committee on EU Citizens’ Rights in October 2024. 7 At various times in the year various members of staff attended meeting with officials at different embassies and consulates of EU member states including for example the Belgian and Bulgarian embassies. Settled continues to work closely with the EU Delegation to the UK. Our staff attended regular meetings with EU Delegation officials to share information about issues concerning European citizens. We are grateful to them for including us in a variety of high-level events. For example, our CEO attended an important in-person meeting with the head of the Home Office EUSS programme and key NGOs, hosted by the EU Delegation. In November 2024, several staff, volunteers and trustees attended, and one staff-member made a presentation, at the annual EU citizens gathering organised by the EU delegation – a large event with numerous presentations by VIPs and all the relevant embassies, NGOs and other stakeholders present. ## **Work with the UK parliament, the Home Office and other UK departments** Following the 2024 General Election, we wrote a letter to the new immigration minister Seema Malhotra, listing several concerns about the EU Settlement Scheme. Colleagues at the organisation New Europeans have worked with parliamentarians to revive an APPG on EU citizens which met twice during the year. Settled’s staff attended on both occasions and made a presentation about issues of concern from Settled’s caseload. Other staff attended a meeting of the APPG about Roma and spoke from the floor. Settled’s team are in daily contact with Home Office staff to resolve concerns about specific cases. We regularly attended numerous stakeholder meetings with the Home Office and individual meetings with our Home Office grant managers. In addition to providing verbal and written reports on the experiences of EU citizens evident from our casework, Settled also wrote more formally to the Home Office on several issues of concern including: - Confusion caused by the new EVisa system and the problems that arose when some EU citizens with EU Settled Status mistakenly thought they should also apply for an EVisa. - The incompatibility between the main EU Settled Status digital system and an entirely different system that exists for EU citizens in the Channel Islands, and the problem it causes if EU citizens in the Channel Islands move to the mainland for jobs. - Problems affecting EU citizens who lack the capacity to instruct an adviser. - Erroneous results occurring when EU citizens log in to the EUSS digital system, including some cases where their status was recorded as ‘expired’. In March 2025 we learned that the Home Office presented a piece of casework successfully concluded by Settled as a positive example in meetings with their senior improvement teams. In 2024-25 Settled held more meetings with and developed closer ties with the CEO and staff of the Independent Monitoring Authority for the Citizens’ Rights Agreements (IMA) to discuss concerns arising from our caseload. For the first time the IMA invited a small number of voluntary organisations to an in-person round-table in Swansea. On Ukraine: 8 In December 2024 Settled attended a Scottish Parliament stakeholder meeting and submitted a written statement about Ukraine issues. In January, Settled sent a letter to Home Secretary Yvette Cooper and others about Ukrainian children seeking to join their parents – this letter was the culmination of work in the previous 12 months to raise concerns with Home Office officials and via news articles. Within a week of this letter there was a change of policy and this news was covered again by the Independent and also the BBC. In March 2025 Settled raised concerns about the inadequacies of the Ukraine Permission Extension Scheme (UPE). Settled sent a statement about UPE to Lord Banner who raised it with Home Office ministers on our behalf. ## **Work with devolved parliaments, governments and local authorities** In July 2024 Settled’s Wales Manager and CEO attended in person and gave evidence to the Senedd’s Social Justice Committee, on the topic of the experiences of EU citizens in Wales. A few months later several members of Settled’s team sat in the chamber gallery when the MS’s debated the experiences of EU citizens: our work and our key priority recommendations were endorsed in the debate. Settled also met with a Wales for Europe cross-party group that has been set up at the Senedd. We met regularly with officials from the Welsh Government online and occasionally in person, and less frequently with officials from the Scottish Government. We had several meetings with COSLA (the umbrella for Scottish local authorities). Our Ukraine Communications Officer continued to run workshops for London Borough of Brent and other staff ran occasional sessions for other local authorities for example Wrexham Council. ## **Work with civil society organisations** Settled continued to belong to numerous associations and networks, foremost of these is the EUSS Alliance. Some staff attended the EUROMEC network - set up by the EU Delegation to raise the voices and the concerns of EU citizens from ethnic minorities. Other organisations that we worked with closely this year are too many to list but include: Roma Support Group, the3million, Seraphus, Citizens Rights Project, TGP Cymru, Red Cross, Refugee Council and Welsh Refugee Council, The Big Issue, Asylum Justice, Newfields Law and Maternity Action. We were pleased to attend the 40[th] anniversary of the founding of East European Resource Centre. Our service manager met with researchers from Sheffield University to contribute to their work on issues affecting Roma. Over several months in the summer of 2024 Settled was asked for advice from the leadership of the charity Here for Good as they took difficult decisions to close their service. ## **Work with mainstream media/journalists** 9 In September 2024 Settled was featured in a Guardian article about a Polish man that we had helped who was about to be removed despite arriving in the UK as a child. Similarly in November the Guardian covered the case of a Cypriot client of Settled whose removal from the UK went ahead despite long residence in the UK. In May 2024 Settled secured articles in the Independent about Ukrainian parents being prevented from reuniting with their children, as a result one family highlighted in the reports had a positive outcome and so numerous other cases came forward for our help. When the rules were changed in late January 2025 various news outlets including BBC news online, were interested in talking to Settled about the arrival of children from Ukraine following the visa rule change and ongoing problems with the delays in getting Ukraine visas extended which causes problems accessing services and jobs. Settled also gets attention from media in EU countries. During late 2024 and early 2025: A German radio journalist/documentary maker interviewed several of the Settled team for a programme aired on a German radio station. Italian newspaper La Republica mentioned Settled in a report about EU citizens in the UK. Journalists from Spain and Romania interviewed members of our team and visited one of our Roma drop-in sessions. Other team-members were interviewed for a high profile Italian documentary series about Italians in the UK – they attended related events in the UK parliament and in Rome and it will be on Amazon Prime! ## **Social media and other communications** Settled continued to grow its presence on social media, frequently posting engaging content about our activities and causes we care about. Settled is active on Facebook, LinkedIn, YouTube, and Instagram. In 2024 we took the principled decision to stop using Twitter where we had over 3000 followers and instead set up an account on Bluesky which has already gained over 400 followers. A periodic supporter newsletter was produced, bringing together some of our most important stories. Settled does not have a TikTok account but a Ukrainian with a huge following on TikTok has often praised our work which has encouraged take-up of our services. ## **Settled Culture** We continued to maintain our Settled Culture website showcasing artistic events by for and about EU and Ukrainian citizens. In the Autumn our Ukraine Communications Officer organised an event in Cardiff with a Ukrainian comedian and our Wales advisor organised a Polish celebration in Swansea with the housing association Pobl. In December, with Newport Council colleagues, we helped organize a heartwarming family event for St Nicolas Day. ## **Concerns addressed by Settled** ## **Affecting EU citizens:** Frequent changes in Home Office policies were a feature of this year and significantly added to uncertainty and anxiety among EU citizens, increased the number of enquiries received by Settled, 10 the complexity of those enquiries and the need for our team to provide training internally and information updates externally. Settled dealt with a high number of late applications to the EU Settlement Scheme, including repeat applications after one or more refusals – this affected EU citizens of all nationalities including those who had lived in the UK for many years, especially but not only people with additional vulnerabilities. In some cases they were unaware of the need to apply to the scheme, or there had been a lack of understanding of how to upload documentary evidence, or insufficient evidence had been provided, or they had been badly advised by a rogue adviser. As reported last year, our late application work continued to be affected by Home Office rule changes that were introduced in August 2023. These changes include that an EUSS application will first be assessed according to whether the applicant has reasonable grounds for being late which must be significant such as a serious medical reason, being in an abusive relationship, or being a child. Only if the reason is accepted is the application considered to be a ‘valid’ application and passed to a second assessment stage where eligibility and suitability are looked at. There is no right of appeal if an application is rejected as invalid at the first stage. Our experience is that evidence requirements have become significantly more demanding, and we have seen documents such as payslips, P60s, letters from employers, proof of NHS appointments etc. all rejected. It has become more time consuming for Settled’s team to amass evidence that is acceptable. The move to greater digitalisation meant that Bio-metric Residence Cards are being gradually phased out. The deadline for when these could no longer be used as evidence in an EUSS application was extended several times, causing confusion. Children without pre-settled or settled status are still coming to light, because parents (who may have secured pre-settled or settled status for themselves) did not realise the need to make an EUSS application for their children. We expect it could take a generation before we can be assured that all such children have been identified and their status resolved. An important feature of the EU Settlement Scheme is that pre-settled status can be awarded to those who have not yet been in the UK for 5 years, and once they reach the 5 year threshold they can apply again to receive Settled Status. The year 2024-25 was one in which large numbers reached the point at which they needed to apply to transfer from pre-settled to settled status. Several concerns are apparent: - Some are unaware that they need to make a fresh application. - Some do so but are unsuccessful because of the requirement to provide substantial evidence of identity, eligibility and length of unbroken residence – even people living in the UK long-term are at risk if their lifestyle means that they lack documentary evidence. - As a result Settled has seen some cases in which the application for Settled Status has been refused. Mindful of the risks that people with lapsed pre-settled status become undocumented, and the outcome of a legal case brought by the Independent Monitoring Authority (R(IMA) v SSHD [2022] EWHC 3274), the Home Office in 2023 granted an extension of 2 years for pre-settled status holders 11 to make their Settled Status application. Then on 21/5/24 this was changed to a 5 year extension. Although these developments were welcome, the letters sent by the Home Office to EU citizens about the changes were so long and legally complex that they caused a lot of confusion. Furthermore, in early 2025 the Home Office began a new procedure to move EU citizens from presettled to settled status automatically without the need for a fresh application, in cases where they have a clear footprint with HMRC/DWP and no criminal records. We continue to advise EU citizens to make an application themselves and not wait for the outcome of the automatic process, especially in cases where we think they will need to rely on other evidence in addition to HMRC/DWP records. Periods of absence from the UK affect both eligibility to make a late application to the EU Settlement Scheme and also eligibility to apply to transfer from pre-settled to settled status – Settled has assisted in a lot of cases which had been refused for this reason. The extension of pre-settled status by 2 and then by 5 years was not accompanied by any relaxation of rules about how much time can be spent outside the UK, and so it increased the fear of jeopardising future applications to transfer from pre-settled to settled status. In July 2025 the Home Office eased the rules on absence but for the year of this report 2024-25 it was a common problem. Settled continues to see rare cases where the Home Office has decided to ‘curtail’ i.e. cancel settled or pre-settled status. The cases that we have seen have been where there is a suspicion of deception, for example where pre-settled status was granted to partners of EU citizens but their relationships are suspected of having come to an end. Settled has worked to gather and present evidence on behalf of such cases. Lengthy delays can occur in processing some more complex EUSS applications e.g. for European citizens with criminal convictions. In one case advised by Settled, a man lost job offers because of excessive delays in his EUSS application – it turned out the Home Office mistakenly thought he had a criminal record when he did not. A related concern is that, for people with pre-settled status who are waiting for the outcome of an application to move to settled status, the digital system no longer shows that they have pre-settled status. This is causing problems for travelling and for university applications, for example. Settled dealt with some cases where an EU citizen had travelled outside the UK but then on return had problems with UK Immigration Officers at the border. These cases occurred either because the View and Prove system was not working effectively or because the person was travelling while still waiting for the outcome of a settled or pre-settled status application and their Certificate of Application. The rights conveyed by the Certificate of Application have changed in recent years and this has caused confusion especially about the right to travel. In November, Settled’s Immigration Manager intervened in a high profile case covered in the Guardian of a Cypriot man removed from the UK after travelling using his Certificate of Application. 12 The EU Settlement Scheme allows for ‘Joining Family Member’ applications for relatives to join EU citizens in the UK. The most difficult of these are applications for a ‘durable partner’ as documentary evidence of a long-standing relationship is required. From November 2024 the Joining Family Member rules were tightened: if a family member had previously been to the UK as a visitor (since 31.12.2020), they now needed to explain ‘reasonable grounds’ why they had not made a Joining Family Member application at that time – they are considered to be applying ‘late’. The requirement caused a lot of anxious people to call Settled hoping for an explanation of what to do. EVisas were rolled out for people with various types of immigration status. Even though this was not relevant for most EU citizens because of the alternative EU Settlement Scheme, it still caused a lot of work for Settled. In December 2024 the Home Office issued a mass mail-out letter to migrants in the UK telling them to apply for an EVisa. EU citizens with settled status received these letters and were understandably confused that it might apply to them (it says in small print that they should not but its easy to be confused). Settled was inundated with queries. Furthermore it came to light that if a person with settled status (which is digital) does make an EVisa application (also digital but a different system) then this causes technical difficulties which are extremely difficult to resolve. Settled had several cases where this happened and wrote formally to the Home Office about our concerns. Digital barriers to rights and access services continue to be a feature of the EU Settlement Scheme. Issues of concern included: - Several cases where people’s digital ID is not showing correctly due to a system error. - Problems occurring when a European citizen replaces their passport or ID card, but the View and Prove online status is linked to their previous passport or ID card. - Confusion about how to use the View and Prove system to check status online and generate a share code among people who lack digital skills. Settled continued to provide targeted support for the most vulnerable groups including Roma, homeless people, the elderly, and those facing health problems, trafficking or domestic abuse. They face barriers to accessing rights and services due a combination of complex disadvantages, language barriers and either a lack of immigration status or inability to use the digital View and Prove system with reliance on intermediaries to do so – in some cases their children, in some cases unscrupulous, unregulated advisers. Poverty, debt and destitution result from not accessing benefits successfully, some are exploited in jobs paid below the minimum wage and some incur NHS charges, for example when giving birth. An additional challenge when supporting people in such conditions is that they may lack the mental capacity to instruct an adviser to act on their behalf. Although not a priority group for our services, European citizens who arrived in the UK after 31 December 2020 and therefore do not qualify for the EU Settlement Scheme continue to seek our help. 13 ## **Affecting Ukrainians:** We are still dealing with cases where immigration applications have been pending for longer than a reasonable timeframe. This includes situations where some family members from a linked application have received a decision while others have not. We continue to support cases involving family reunification for Ukrainian nationals. In particular, Settled continued to help and advise in cases of Ukrainian children. As a result of policy changes in the previous year (February 2024), children left with grandparents or other carers in Ukraine could no longer get visas to travel to the UK to join their parents. Settled was approached for help by over 100 desperate families caught in this situation. Our approach was to submit visa applications regardless, and then lobby civil servants, politicians and the media. Eventually in January 2025 the policy was changed, granting the right for Ukrainian parents to sponsor their children to come to the UK. The anxiety caused by the approaching expiry date of 3-year Ukraine visas, was somewhat alleviated when in February 2025 the Home Office began the Ukraine Permission Extension Scheme (UPE) granting an additional 18 months. Concerns continued because 18 months is a relatively short time, and because the application process for UPE is not straightforward. Given the many thousands of Ukrainians affected this topic alone has increased our workload enormously. We are working directly with the Home Office to resolve delays in such applications. Recently, we jointly identified a technical error in UPE applications and were able to resolve more than 300 affected cases. Increase in enquiries related to applications outside of the Ukraine Schemes, including asylum/humanitarian protection from Ukrainians in the UK before the war as well as those lacking a sponsor and unable to satisfy Ukraine Scheme requirements. Increasing number of requests for advice from individuals previously wrongly advised to make asylum/ humanitarian protection applications now facing refusals despite their inital eligibility under the Ukraine Schemes. The introduction of EVisas for numerous migrant groups in the UK meant all Ukrainians needed to set up a digital profile on the EVisa system instead of relying on their BRP cards. We continue to get requests from and provide expert advice to some highly complex cases where within a family group different family members have different immigration status. Rising number of requests for advice on overlapping issues including human rights appeals in the light of a refusal, particularly from those with children born in the UK. Rising demand in requests for complex advice as a result of the Home Office’s updated position that internal flight is a reasonable option. 14 Increase in the number of cross border enquiries involving families separated by the war – ie Enquiries which relate to a UK-based family member seeking reunification with a family member who has left Ukraine as a result of the war and is now residing in another country often in the EU. Rising number of requests for complex advice from vulnerable people including those with mental health and literacy issues. Anxiety about the ongoing situation in Ukraine adds to the difficulties facing the Ukrainians who seek our help, as well as the pressures on our Ukrainian staff and volunteers. ## **Assessment of impact on beneficiaries** The number of individuals who received personal, one-to-one advice was 13,538. Of these, 2214 were relatively straight-forward enquiries via social media that required an accredited immigration adviser but could be answered with fairly quickly without follow up action needed, but the majority were more in-depth cases. They came from 105 different nationalities. The most common being: Italian, Ukrainian, Bulgarian, Spanish, Romanian, Polish, Portuguese, German, French, Slovak, Czech, Hungarian. Approximately 500 cases where people identified as Roma but this will be lower than the actual figure of Roma people helped, because many will prefer to be identified by their nationality (Bulgarian, Romanian etc). In cases where immigration status of EU citizens was recorded on our database, 53% had presettled status and 17% had settled status. 24% either had no recorded status or had not yet applied for or not yet been granted settled or pre-settled status. 5% had been refused. For the Ukraine cases on our database, 68% had been granted a visa, 20% had not yet applied or not yet been granted or were unsure about their status. 8% of enquiries were from non-Ukrainians such as local authorities or host families, and 3% had been refused a visa. The estimated number of people who received and benefited from Settled’s information outputs was 828,000 (up from 797,000 in the previous year). ## **Beneficiary Case-studies** S is a French citizen living in Wales since 2020, a survivor of domestic abuse with physical and mental health issues and no regular source of income or benefits. Her child remained in France with its father who was the domestic abuse perpetrator, and S spent long periods away from Wales while she tried to gain custody through the French courts. As a result, her application to the EU Settlement Scheme did not meet the requirements because she exceeded the amount of time allowed for 15 absence from the UK. Settled worked sensitively with her to collect evidence of time spent in the UK and her circumstances and to present her case to the Home Office. As a result, the Home Office accepted her case and granted her pre-settled status. Z is a Bulgarian national, from a Turkish minority group in Bulgaria, who speaks limited English. He had been working as a live-in cash-in-hand pizza chef in an English city for 8 years when he had a stroke in 2024. Only when the hospital sought to discharge him to a rehabilitation centre, did it come to light that he did not have settled or pre-settled status in the UK, nor did he appear to have any documentary evidence of length of time spent in the UK. Settled worked hard with social workers, staff from the Red Cross and St Mungos, and eventually Z’s bank were persuaded to release his bank statements which provided the proof that he had been in the UK for 8 years. But a further complication arose because when ID documents were obtained from the Bulgarian consulate Z’s name differed from that on his Turkish ID documents. Settled wrote to the Home Office to explain the historic treatment of the Turkish minority in Bulgaria who had been forced to change their names, and included confirmation of this from consular officials. This expert knowledge helped the Home Office to understand why Z had two different names and he was granted settled status. Following this, Settled worked with his social workers so that they understood how to access the digital system to prove his immigration status. In total it took 4 months to resolve this case. ## **Volunteer Case-study** Vladislav, a Ukraine volunteer, writes: “I chose to volunteer with Settled’s Ukraine Service after realising just how complex and challenging the Ukraine Scheme could be – especially for those least equipped to navigate bureaucracy, such as older people, young adults and others in vulnerable situations. With a legal background, spare time and previous volunteering experience in English-speaking environments, I felt a strong responsibility to use my skills to support those in need. I was looking for an organisation that aligned with my values around fairness and social justice – and found that in Settled. From the start, I was welcomed into a community of compassionate and committed people. The recent volunteer day was particularly well-organised and reinforced my sense of belonging. It was a pleasure to meet staff, trustees and fellow volunteers – I now feel even more connected to the team. What sets Settled apart is not just its mission to support Ukrainians and their families, but its genuine investment in volunteers’ development and well-being. Through training sessions, team meetings and reflective discussions, I have broadened my understanding and learned from others’ experiences. These opportunities have supported both my personal growth and professional development. Even while working full-time, I remain committed to volunteering. The need for guidance and reassurance continues and Settled plays a vital role in helping people through a complex and often overwhelming process. I’m proud to be part of a team making a real difference in people’s lives.” 16 ## **Fundraising** To sustain and grow its work Settled continued to secure funds from loyal supporters including statutory bodies, trusts and foundations, and corporate and community organisations. We also secured funds from new funders including National Lottery Scotland and STAFE: a fund administered by the French Government. Settled’s income has grown appreciably each year, but our experience is that the fundraising climate is increasingly competitive and unpredictable: not all of our funders were able to renew their grants for another year so continuous fundraising from new sources is vital. Long-standing support from funders like Justice Together, ABCT and CDL is hugely valuable for Settled’s sustainability. Settled also received small amounts for supporting the activities of other organisations - running a training session on Ukrainian rights provided for a group in Canterbury and helping the charity Hibiscus to interview clients as part of an evaluation of their services (these are included as donations in the accounts tables) - as well as contracts with some London local authorities. In the year 2024-25 significant time and effort was spent on a complex application and ultimately unsuccessful application to provide services (in Wales) to the Home Office related to the new roll-out of EVisas. At the end of 2024-25 and looking ahead to 2025-26 there were unprecedented delays in funding decisions from a variety of funders, making it hard to plan staff contracts and projects and manage funds adequately. Nonetheless, looking ahead to 2025-26 we are pleased to have secured new funding relationships with – variously - the British Red Cross, Esme Fairbairn Foundation, Fairway Scotland and Reading Refugee Support Group and we are extremely grateful to Welsh Government for a substantial increase in their grant. We received an increasing number of small donations from European citizens who have seen our work first-hand. This may be one of the most sustainable sources of future funding and we encourage such donations whenever possible. Records are kept of individual donors and thank you messages sent following their donations. We are deeply appreciative that some individual donors have made generous donations on a regular basis ever since Settled began 6 years ago. Settled does not employ a professional fundraiser. Settled has online donation facilities via Paypal and CAF Online, and a hand-held device for donations using bank cards – all have charges which are a small percentage of the donations. 17 **Table of funders for period 1.4.24-31.3.25** |||| |---|---|---| |**Source**|**Classification**|**Purpose of funds (where restricted**| |||| |||| |||| |||| |||| |CDL (Cheshire
DataSystems
Ltd)|Corporate funder -
donation|Towards the cost of staff to provide services to EU
citizens and Ukrainians.| |||| |||| |||| |||| |||| |Hibiscus|Community
Partnership|To carry out evaluation interviews with EU citizens| |||| |||| |Together Kent|Community
Partnership|To provide an information session on Ukrainians| |||| |||| |Bulgarian
Association|Community
partnership|To provide immigration advice to Bulgarians.
| |||| |||| |||| |||| |||| |The National
Lottery
‘Awards for All’
England|Lottery funding|To provide an outreach and advice project for Roma in
London and Kent.| |||| |||| |The National
Lottery
‘Awards for All’
Scotland|Lottery funding|To provide an outreach and advice project for homeless
EU citizens in Scotland.| |||| |||| |||| |||| |AB Charitable
Trust|Grant making trust or
foundation|Core costs.| |||| |||| |Cobalt Trust|Grant making trust or
foundation|Core costs.| |||| |||| |Justice
Together
Initiative|Grant making trust or
foundation|(i)To provide complex immigration advice to European
citizens in Scotland and North West England.| |||| 18 |||| |---|---|---| |||(ii) To provide the same in the Thames Valley in a
partnership lead by Asylum Welcome. (iii) To enable in-
person planning sessions.| |||| |||| |Lloyds Bank
Foundation|Grant making trust or
foundation|Core costs, with a focus on services for those at risk of
trafficking and modern slavery.| |||| |||| |Moondance
Foundation|Grant making trust or
foundation|To expand access to services in Wales.| |||| |||| |Souter
Charitable
Trust|Grant making trust or
foundation|For core costs.| |||| |||| |Trust for
London|Grant making trust or
foundation|To develop and manage volunteers to
advise vulnerable European citizens.| |||| |||| |Unbound
Philanthropy|Grant making trust or
foundation|To influence policy through evidence from service
delivery.| |||| |Paul Hamlyn
Foundation|Grant making trust or
foundation|Towards core costs and to improve provision of
information, advice and support to European citizens in
the North of England.| |||| |Van Neste
Foundation|Grant making trust or
foundation|To develop a website to promote the cultural life of EU
citizens.| |||| |||| |||| |||| |||| |London
Borough of
Brent|Statutory|To run workshops for Ukrainians| |||| |||| |London
Borough of
Enfield|Statutory|To provide advice to EU citizens in Enfield.| |||| |||| |Home Office|Statutory|To provide advice in Wales on EUSS applications.| |||| |||| |Scottish
Government|Statutory|To provide IAA Level 2 immigration advice.| |||| 19 |||| |---|---|---| |French
Ministry of
Foreign
Affaires||To provide advice to EU citizens in the UK who are
French citizens.| |||| |||| |Welsh
Government|Statutory|To develop and manage volunteers to advise vulnerable
European citizens in Wales.| |||| ## **Treasurer’s Financial Review** This section provided by Malin Nairn who held the role of treasurer during this year. Malin is a financial analyst by profession, and a member of the CFA UK In this financial year Settled has received grants to the value of £601,525 (2024: £478,939). In addition, the Charity has received £10,234 (2024: £9,486) of donations and other income (which includes interest income) amounted to £14,066 (2024: £7,041). Expenses of £625,716 (2024: £495,359) are mainly payroll, project specific costs, finance and IT and outreach costs incurred in the delivery of the services. Grants received which will be delivered in 2025 are held in deferred income. The free reserves at the end of the period were £44,198 (2024: 44,089), similar to the previous year end. Cash in bank at year end was £343,899 (2024: £350,938). The management of cash reserved continued to be managed to a minimum buffer of 3 months of operational expenditure to ensure sufficient liquidity throughout the year and to maintain operational capacity in the case of expected grants failing to be made. This quarterly value is calculated at £160,000 including salaries covered by restricted funding and has been factored into the budgeted forecast by the end of the first quarter of the financial year 2025/26. Typically, throughout the financial year cash balances were in excess of 5 times average monthly expenses in the previous quarter. In 2024 we also successfully registered for GiftAid and as such have been able to claim £3513 in the year, which is included within ‘other income’ in the accounts. During the financial year, the Finance, Risk and Audit subcommittee (FRAC) has continued to focus on the charity’s financial and risk management, coordinating with the CEO and finance team on a regular basis to ensure oversight and provide comprehensive reports to the Trustee Board. The FRAC also works closely with the Strategy and Governance committee, in particular on ensuring appropriate delegation authorities on financial decision making. The committee also carries out a continuous review of financial controls in place and a comprehensive budget and cashflow forecast for the new financial year. The aim of the budget process is to improve financial confidence, manage projected funding and security for the employment of staff, with a view to provide assurance to the trustees, employees and funders that 20 Settled is confident in the organisation’s liquidity and financial agility. A pay review was also conducted as part of the budget process to support all staff, to ensure all employees can continue their great work at Settled in a challenging climate. ## **Future Plans** Settled fulfilled key commitments set for the year 2024-5, including diversifying income, making plans to move to a new office, and developing a new strategic plan for the next three years. The key strategic priorities identified in the new plan are focused on continuing to: - Secure the lawful right to live in the UK for EU citizens, including those served by our Ukraine Service. - Develop our legal support and advocacy services for complex cases. - Support cultural integration and community building. - Generate impactful messaging and develop collaborations. - Develop our fundraising approaches to strengthen the sustainability of our services. Some of the key commitments that Settled has set for the next 12 months are to: - Ensure that the number of cases accepted remains within a limit that is achievable for the capacity and workload of advice staff. - Identify and take on more cases that are legally significant and develop closer relationships with legally-aided law firms. - Develop our public affairs and policy advocacy capability. - Introduce a staff training policy and allow more time for staff to increase their skills, qualifications and accreditation. ## **Structure, Governance and Management** ## **How Settled is constituted** Settled is a Charitable Incorporated Organisation registered with the Charity Commission of England and Wales and with the Office of the Scottish Charity Regulator. ## **The organisational structure** Settled’s team (mostly EU and Ukrainian citizens) comprises trustees, staff, volunteers and external contractors. Settled is fortunate that all parts work positively and effectively together. ## **Trustees** 8 trustees served for the full year and 3 others stepped down in late 2024 after valuable service. A successful round of trustee recruitment means new trustees will join the board for the year 2024-25. Almost all of Settled’s trustees have personal or family experience of the UK immigration system. Martine Petetin, one of Settled’s founding trustees continues as Chair. Meetings of the trustee board took place every 2 months. Board meetings regularly reviewed the charity’s finances, delivery of services, management of risks and other matters within their responsibilities. Two sub-committees: 21 Finance, Risk and Audit, and Strategy and Governance met regularly between full board meetings. Additional sub-committees – one on Human Resources/People and one on Policy, met as needed. Trustees were enthusiastic participants in occasional online and in-person meetings with staff and volunteers on various topics. The trustees held an in-person planning session over 2 days in Edinburgh in November 2024, which contributed to the development of the new strategic plan. ## **Selection, induction and training of trustees** Trustees are recruited and selected openly and equitably with written role descriptions, including knowledge of charity management and Settled’s area of specialism. Prospective trustees are nominated and approved by existing trustees and pledge to serve 3 years. Settled supplies all new trustees with its constitution, recent accounts and information setting out the requirements of the trustee role as produced by the Charity Commission and NCVO. Trustees are encouraged to read internal minutes and reports to familiarise themselves with charitable activities, and to meet the staff and volunteers to see their work in action. ## **Staff** This was another year in which Settled was able to grow its staff team, thanks to the support of our funders. The staff roles at the end of the year were as follows: - CEO - EUSS advice services manager - Immigration advice manager - Wales service and development manager - Public affairs manager - 2 senior immigration advisers - 7 outreach and advice workers (including one specialising in Roma and one specialising in Ukraine casework) - 2 communications officers - Outreach and volunteer officer - Governance administrator Of these, 3 are additional posts created part-way through the year (the public affairs manager and 2 advice workers). Staff work within a framework of employment contracts, job descriptions, policies and standards. Staff are spread throughout the UK and work remotely with regular in-person staff planning days during the year. Staff met remotely for weekly team meetings, with sub-groups meeting to discuss specific areas of operations. Settled is extremely lucky to have a highly committed, high performing team: heartwarming messages of support fly around the staff team whenever a complicated case is resolved, and several staff members go ‘above and beyond’ their roles to initiate positive new developments. 22 ## **External contractors** Two other staff work towards Settled’s goals through our sub-contractor Citizens Rights Project, based in Scotland. A further staff post was funded at our sub-contractor TGP Cymru, based in Wales, although sadly this funding will not continue in 2025-6. A freelance finance manager is an important member of the team. We are grateful for regular expert support from an IT contractor (Digital Dragons) and a graphic designer (good-thinking). ## **Office** Settled continued to run a small administrative office in the recently refurbished Newport market. Towards the end of the year we made plans to move to the iconic and more accessible Platform building very close to the Senedd (the Welsh Parliament) in Cardiff Bay, which we hope will increase Settled’s presence and ability to engage Welsh politicians and members of the public. ## **Equipment** All Settled staff are provided with laptops installed with cyber-security software. ## **Volunteers** Settled receives a steady stream of people interested in volunteering and advertises to fill specific skills gaps. Last year we reported that as the advice provided by Settled has become more complex, a greater proportion of cases must be dealt with by staff or by highly qualified and experienced volunteers, with fewer cases being passed on to the general volunteer group. As a result Settled has revised down its target and now maintains a network of 60 rather than the previous 100 volunteers. Volunteers work within well organised team structures, supervised by staff. Settled arranges DBS checks for all volunteers. Two sessions were arranged for the staff team with an expert consultant on volunteer management which provided an opportunity to reflect on and improve our policies and practices. This consultant was provided free of charge thanks to one of our funders. There is daily communication between staff and the volunteer network, plus a weekly volunteer newsletter and regular online volunteer meetings and whenever possible invitations to meet in person. We continue to seek feedback from volunteers which influences our plans for service development and volunteer training. Feedback is overwhelmingly positive. ## **Training** All volunteers receive induction training on all aspects of Settled’s work and the volunteering roles. Settled invested in an online training programme on safeguarding which all volunteers, staff and trustees complete annually. Volunteer advisers are trained to acquire the accreditation IAA Level 1 (EUSS). Staff and volunteers are encouraged to increase their level of IAA accreditation or to acquire other professional qualifications and several did so successfully during this year. External training courses on various topics were attended by volunteers or staff members. Aspects of immigration law featured predominantly in the training topics, but staff also had training on making presentations and giving media interviews. Several staff undertook higher level training on safeguarding. Settled’s inhouse lawyers had access to regular, expert external supervision. Our Wales Manager moved to 23 part-time in the Autumn to complete a post-graduate law course and will return to full time at the end of the academic year. External professional support and supervision from a suitably qualified lawyer was made available to Settled’s senior advisers. A key commitment in our plans for the year ahead are to increase opportunities for staff to attend training and increase their qualifications. ## **Remuneration** All trustees carried out their roles without receiving remuneration. Staff salaries are above the London Living Wage and are benchmarked against comparable roles in equivalent organisations. A thorough review of salaries was undertaken in Autumn 2024 to reflect national trends – an important step to ensure our staff are properly valued and supported. The increased salary burden was added to fundraising targets. Volunteers are reimbursed for expenses incurred but do not receive a regular allowance. ## **Representation and respect** Settled works respectfully with and not just for European citizens, providing information, advice and support to increase their ability to take steps to improve their own situation and safeguard their rights. Settled is committed to ensuring that its beneficiary group is well represented in the charity’s decision-making and delivery of services and that their voices are heard. Settled has galvanised and empowered European citizens to use their strengths to take positive action to help others. Settled has robust policies on equality and diversity, complaints-handling and more. Our beneficiaries participate through our large, multi-lingual, interactive Facebook groups and periodic client surveys. 24 ## Independent examiner's report to the trustees of Settled I report on the accounts of the charity for the year ended 31[st] March 2025, which are set out on pages 27 to 32. This report is made solely to the trustees as a body, in accordance with the Charities Act 2011. My examination has been undertaken so that I might state to the trustees those matters I am required to state to them in an independent examiner's report and for no other purpose. To the fullest extent permitted by law, I do not accept or assume responsibility to anyone other than the charity and the trustees as a body, for my examination, for this report, or for the opinions I have formed. ## **Respective responsibilities of trustees and examiner** The trustees are responsible for the preparation of the accounts. The trustees consider that an audit is not required for this year under section 144(2) of the Charities Act 2011 (the 2011 Act) and that an independent examination is needed. Having satisfied myself that the charity is not subject to audit under company law and is eligible for independent examination, it is my responsibility to: - examine the accounts under section 145 of the 2011 Act; - to follow the procedures laid down in the general Directions given by the Charity Commission under section 145(5)(b) of the 2011 Act; and - to state whether particular matters have come to my attention. ## **Basis of independent examiner's report** My examination was carried out in accordance with the general Directions given by the Charity Commission. An examination includes a review of the accounting records kept by the charity and a comparison 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 as trustees concerning any such matters. The procedures undertaken do not provide all the evidence that would be required in an audit and consequently 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 examiner's statement** In connection with my examination, no matter has come to my attention: (1) which gives me reasonable cause to believe that in any material respect the requirements: - to keep accounting records in accordance with section 386 of the Companies Act 2006; and - • to prepare accounts which accord with the accounting records, comply with the accounting requirements of section 396 of the Companies Act 2006 and with the methods and principles of the Statement of Recommended Practice: Accounting and Reporting by Charities have not been met; or (2) to which, in my opinion, attention should be drawn in order to enable a proper understanding of the accounts to be reached. 25 2E Accountants Unit 11, Flamingo Court 81 Crampton St, London SE17 3BF ## Date: 31-Jul-2025 26 S•ttknd CIO Stat•m•rhtof FIMrtl*lAttP¥ltkn• fLYth* y•*r •nd•d 31 M*reh 202S y••r •nd•d y•4v •nthd uhfvltsfEt•d 31.3.2015 31.3.1024 c￿at￿Sand w*r[*S￿re•S 1Q234 luth•Mh¢• Olcth*r￿￿bPltt 115.fj28 481.897 475,539 Olh•r kn¢4 143 92• r4•1 ••7 125 125 R••(wX¢*b •XP•t¥Jvd Co%ts¢l g*n*ratsig fvnd6 •xp•ndrtu . furtThèiani¥ of ¢*a￿s ob*¢ts nag•r(tnl and adrM¢tra￿ft 141.318 481.897 123.215 493,042 143 119 4Jl J97 415 359 109 107 4J 582 s￿m4￿ Inc￿• and exp•ndttur• Accw fryth y••r •nd•d 31 thl•rch 202S y•4r •nthd y•4r•nd•d 31.3.2025 31.3.2024 495,410 4Y5 JS9 tlnEorn• l (IDD•ltsrlh y••r Th8 thitorm and 8xp•ndlute rtorn the SL4l•rnaniol otl p41•*PM￿•i fui lilom*t￿ oil Ihi ffth•m•nts duth# y• 27 S•tthd CW) 8alAnc• ShMtg* at 31 IAar¢h 202S 2015 Rx•d ••••t• 2,500 1.200 DBbtort and C**h *t Bank 1,179 19,963 345,071 370,101 l*lllrffjth* vritrAn yilr and *cL7ua tGirr•nl l*¥•ts T4ial ***•ts K•** cimrttli•L4IM•* R•*riLlgd Dvwnaigd byth¢ b¢a(é oftruth•son 24.7.2025 and %pJnèd on Is bèhalby.. 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