Age UK Sutton 2012 Annual Review

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About usWe are Age UK Sutton

Our mission is to promote the wellbeing of all older people in the London Borough of Sutton, to help make later life a fulfilling and enjoyable experience.

Age UK Sutton works to promote the wellbeing of all older people in the London Borough of Sutton, to help make later life a fulfilling and enjoyable experience.

We bring together our talents, services and solutions to enrich the lives of older people by offering a menu of prevention and wellbeing activities which can connect people to their local community. Through our services we help people to:• stay fit and active, make new friends and have

fun and companionship• have a more fulfilling life by obtaining money

through benefits and the services they need• be safe and secure in their homes to support

their independence for longer• keep in touch with their families and be part

of their community• connecting people to the community through

digital technology.

This year our preventative services reached out into the local community, improving the lives of more than 13,046 older people.

We have sought to diversify the sources of our funding to ensure a balanced portfolio which includes contracts with the local authority and health, charitable trusts, small grants, legacies and donations, generated income from our social enterprise and trading activities.

Going forward, we aim to generate more unrestricted income as we believe this will increase Age UK Sutton’s sustainability, so that we can reach more older people.

There have been significant changes during the year, including our rebranding as we made a successful transition to our partnership with the national organisation, Age UK.

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IntroductionSharon Haffenden, Chair

Age UK Sutton has continued to strive to promote the wellbeing of all older people in later life in the borough of Sutton, and to help make later life a fulfilling and enjoyable experience.

We aim to be here for all older people, and have touched the lives of over 13,000 older people in the borough.

Information and Advice for older people, their carers, families and friends continues to be the foundation of our work. Our information service empowers older people to maintain control over their lives, their lifestyles and their health.

We continue to provide information and help to enable older people continue to manage their finances, and to get the best deals for energy, insurance, annuities and to plan for the future. This year we helped older people in Sutton to secure an extra £480,975, which has made a real difference to the lives of individuals.

We provide a variety of practical support services for older people in the borough. We pride ourselves on delivering these with compassion and kindness, and our readiness to go the extra mile. We believe these are the hallmarks of our services, setting us apart from other providers.

It is encouraging to report that our fundraising, donations and social enterprise income has increased this year. The local authority and the NHS continue to be essential partners and funders, and we firmly believe that it is by working together that we can achieve the greatest benefit for older people.

Our achievements have only been possible through the dedication of our 155 volunteers and 10 staff. I would like to express our gratitude to them for their contribution.

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One Voice for Age Sutton (Formerly User and Carer Involvement group)

We believe that age needs respect, it needs kindness and sometimes it needs a little help.

We are fortunate to host an innovative engagement group of older people who meet regularly to campaign for change and recommend improvement to local services where it is required. These committed individuals advocate on behalf of older people both individually and collectively. Activities include interviewing isolated older people, befriending and leading exercise sessions at local community groups.

Members of the public joined older One Voice for Age volunteers at the International Older People’s event in October 2011. The event was opened by Lionel Blair, friend of Age UK who danced the light fantastic and led older people in a fun exercise session.

One Voice members share their views on over 20 partnerships to include the London Older People’s Strategy Group, Health and Social Care Forum, LINks (transition Healthwatch), Equality & Diversity Forum, Public Transport Liaison Group, Patient Experience Committee, End of Life Care, Telecare Champion meetings and the Wallington Health Centre working group. Two members continue to work with Kingston University students on a nursing degree course.

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People are often bewildered by the maze of information available to them. In order to respond to the market and needs of older people, we needed to collate, analyse and publish information better. Our team of information champions enable people to secure their rights and entitlements, make informed choices about services and play a full role in their community.

During the year our Information and Advice service responded to the information and advice needs of 3,545 older people and carers, up 9.31% on 2010–2011. We offer a telephone helpline, face to face advice, home visits to those who are housebound and community outreach sessions. Outreach took place at a wide range of venues to include pharmacies, GP practices, coffee shops and supermarkets. In April 2012, we linked our telephone advice line to the Age UK national helpline to improve the customer experience, we are now available 8.00am–7.00pm, 24/7.

Our advocacy service, Sutton Voice takes action to help people say what they want, secure their rights, represent their interests and obtain services they need. Volunteer advocates empower people to speak up about a particular issue, or speak up to support people on an issue they may be facing or through a crisis.

Our information, advice and advocacy services helped to improve the lives of more than 3670 people last year.

Case study

Mrs C – AdvocacyMrs C is a 73 year old divorcee who lives alone; she has no children or close family nearby. She has mobility problems resulting from a serious car accident 4 years ago, heart problems, diabetes and cataracts.

Mrs C bought her retirement flat a year ago and from the outset has been experiencing noise disturbance from her neighbour in the flat directly above. The noise disturbance impacted on her health, with anxiety, sleep loss and depression.

The nuisance neighbour had lived in the retirement flats for over 20 years and was very abusive to our client when she was asked to turn her television down at night.

Mrs C wanted someone on her side, to support her to communicate her issues to the neighbour and the housing manager. An advocate from Age UK Sutton supported Mrs C at a mediation meeting and as a result a better relationship was forged between Mrs C and her neighbour.

Quote from Mrs C ‘I now feel less vulnerable and more confident about making complaints. I am no longer scared that I will lose my home over this – thank you so much.’

Information and Advice, Advocacy We listen to you, and speak for you, in times of need

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We know people want to live in safe and secure homes, secure in the knowledge that support from a trusted organisation is just a phone call away. Age UK Sutton offers a menu of great value help at home services, in fact everything you need to keep you independent in your own home.

We offer a Handyperson and gardening service. Our Helping Hands can help you with practical aspects of life at home, everything from shopping to cleaning or accompanied social visits. Peace of mind for older people and their families.

We have developed a menu of digital support options, recognising we can reduce that feeling of being left behind in the digital age. Tuition takes place in small groups or one to one at home. This year we supported over 600 people.

Case study

Maureen – Helping Hands Maureen is 76. She lives alone and is supported by her neighbours and friends as her family do not live locally. Maureen had developed lymphasemia, and was unable to drive or walk, in continuous pain and suffering from oedema in her hands and legs, Maureen felt very low and despondent.

Maureen now has a Helping Hand, who has become a good friend; and Maureen looks forward to seeing her every week.

The HH assists Maureen with household chores but more importantly helps Maureen have a social life again. Maureen is a very house-proud person and is extremely happy that Pam is able to maintain her home so well and looks forward to her weekly visits.

Handyperson and Helping Hands servicesSafe and secure at home

Over 1500 people were supported by our Brokerage Service. The aim was to give people the freedom to make their own decisions about how to improve socialisation and consider improvements to health and wellbeing, supported by Age UK staff and volunteers. During this three year programme funded by City Bridge Trust we supported 2,900 people over 75, the remaining 40% were aged 50–75. Of the older people we worked with, approximately 50% lived alone with a ratio of 2 women to every man, which concurs with the national average.

Older people were connected to Age UK Sutton’s wide range of social activities and those provided by voluntary sector providers in Sutton. We extended our reach by visiting small and emerging groups. Many of those we met were lonely or isolated. We are fortunate to work in partnership with SW London & St George’s MH Trust who deliver an IAPT service (Improving Access to Psychological Therapies), with group or individual support for older people suffering from anxiety and depression.

Homeshare is an Age UK Sutton social opportunity for older people. It builds new friendships in a small group setting. Volunteers offer their homes, a warm and loving environment in which to entertain a small group of individuals. This year 98 older people attended a homeshare lunch once a week. Volunteers organise social activities to include exercise, playing games, reading circle. For those who prefer to stay at home we connect them to our telephone befriending service or a volunteer befriender for home visits.

4500 social activities took place this year.

Case study

Mr JMr J came to the office looking for some support as his father had been diagnosed with dementia; he felt very alone and was struggling to cope. Mr J works full time and has a busy life. His father was slowly deteriorating and Mr J was finding things increasing difficult.

His father was no longer cooking for himself and not eating very well, he had stopped doing his laundry, attending to simple cleaning, going out and paying his bills. Mr J was becoming more involved in the care of his father and was attending to these needs but Mr J felt his life was now only about being a carer.

Our social care assessor matched a volunteer to the family who has been able to offer support to Mr J and his father. Our service provided practical support with information on living with dementia as well as offering Mr J a listening ear and emotional support.

Brokerage serviceConnecting people to the community

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NUMBER OF VOLUNTEERS

155 NUMBER OF CARERS WE SUPPORT 257

AMOUNT OF INCOME MAXIMISED FOR AGE UK SUTTON CUSTOMERS

£480,975

THE NUMBER OF PEOPLE WHO

ATTENDED AN AGE UK SUTTON TALK OR PRESENTATION 1416

CONTACT WITH PEOPLE OVER 75 LIVING ALONE

1491

SUTTON RESIDENTS WHO RECEIVED

OUR NEWSLETTER

5039

PEOPLE BENEFITTING FROM OUR EXERCISE

AND IT SESSIONS

266TOTAL NUMBER OF

CONNECTIONS MADE

13,046

CALCULATING THE DIFFERENCE AGE UK SUTTON HAS MADE TO LOCAL OLDER PEOPLE’S LIVES IN 2012

VOLUNTEER HOURS

24,836

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Financial reviewAccounts

Analysis of expenditure Staff costs (£308,371) Premises and office expenses (£92,984) Publicity, promotions and activities (£16,447) Insurance and professional fees (£8,812)

Unrestricted £ Restricted £ 2012 £ 2011 £Total incoming resources 274,953 248,580 523,533 603,154Total Resources Expended 180,037 246,577 426,614 515,875Net Incoming/(Outgoing) Resources 94,916 2,003 96,919 87,279Transfer between funds (3,340)- 3,340Net movement in funds 91,576 5,343 96,919 87,279Total funds as at 1 April 2011 399,379 51,061 450,440 363,161Total funds as at 31 March 2012 490,955 56,404 547,359 450,440

In the year 2011–12, Age UK Sutton had a turnover of £523,533. which is a reduction of £79,621 on the previous year. Expenses are closely managed, with annual budgets prepared and quarterly reviews undertaken. Total expenses for the year was £426,614 which is down £89,261 on the prior year.

Analysis of income Grant funding (£361,037) Self generated income (£119,479) Voluntary income (£39,034) Investment income (£3,983)

Our charity shop is managed by Ashok Kochhar supported by Michael Young and a dedicated team of volunteers, many of whom are well known to Sutton residents. It offers a wide and ever-changing range of goods at very reasonable prices and we recycle too.

All involved have worked to increase consistency in terms of the Age UK brand, our style, stock and display to bring our shop in line with the modern and fashionable charity shopping experience.

The shop provides a warm sense of community for older people and a gateway to the Sutton charity with volunteers on hand to provide leaflets and information on Age UK Sutton local services.

Age UK Sutton shop 281 High Street Sutton SM1 1LD t 020 8770 0206

Opening hours: Monday–Saturday 9.00am–5.00pm Sunday 10.00am–4.00pm

How you can support us There are many ways in which you can support us in our work; you can become a member, a friend, sponsor an event, undertake a community challenge, make a donation towards a project, or think about leaving a legacy to Age UK Sutton.

Ways to donateDonate onlineYou can donate online using our Virgin Money Giving Page, making either a one-off or regular monthly donation. Or you can call into our office if you would like to donate in person.

Leaving a legacyA bequest in your will is free of inheritance tax and can make a real difference to a person in need. Contact us for further details.

Other ways to helpYou can send a postal order or cheque payable to Age UK Sutton to the address on the back cover.

If you have shares that are worth more than you paid, giving them instead of cash could qualify you for both income and capital gains tax relief. Contact us for more details.

Gift Aid If you’re a UK taxpayer, we can reclaim the tax paid on your gift of money, however small, to make it even more valuable to us. For example, every £10 you donate is actually worth £12.50 to us. So, if you are eligible, please select the Gift Aid option.

How you can support usShop, donate and volunteer

Age UK Sutton2 Lower Square St Nicholas Way Sutton SM1 1EA t 020 8770 4090 e centralservices@ageuksutton.org.ukwww.ageuksutton.org.uk

Registered charity number 1085875. Company number 07533799. IDBB2244 01/13

Staff CEO Marion HarperOperations & Development Manager Jude OkekeSenior Services Manager Robin SmartFinance Officer Yong Chang EggertCentral Services administrator Lubna FarooqCommunity Helpers Manager Melanie CresseyConnecting People Manager Juliana RaymanInformation and Advice Faith Allen Diane AmaechiAdvocacy Alan LeveySocial Care Assessors Karen Adams Shelley PriceHelping Hands Lee Lim Charnee WilsonHandyperson Robert DawidczykHomeshare Elena Lukaszewicz

TrusteesChair Sharon HaffendenTrustees Anthony Stacey Josie DixonRoy Prytherch Chris Jackson Sheila Lakey (resigned April 2012)Advisors Pam Picknett Marie Kapszewicz

Tony Stacey Treasurer Age UK SuttonTony Stacey, Treasurer and Trustee, resigned from the Board of Trustees in December 2012. Tony was a founding Trustee of Age Concern Sutton Borough; he joined the Board at formation of the charity in 1990. His contribution has been immense: he was responsible for creating the financial structure of the organisation; supporting the Board with recruitment, policy and procedure and, of course, liaising closely with the Finance Officer and Age UK Sutton bankers. Under his stewardship Age UK Sutton grew into a reputable and well respected charity. His dedication and loyalty to Age UK will be much missed by staff and trustees.

Our peopleTogether, we are Age UK Sutton