Annual Report2017/18

Welcome to our 2017/18 Annual Report.

This year, although we have settled into our excellent new premises in Letchworth, we continue to oversee change to our organisation.

I took over as Chair in December 2017 and led the organisation through a strategic review.

After five years of excellent service we said goodbye to our Chief Executive, Rionach Aiken, and recruited one of our own team, Rosie Waters, as her replacement. Rosie won through against stiff external competition.

As ever, this is a challenging time as funding becomes increasingly difficult to find, yet our client base continues to grow.

We now have in place a new, inspiring management team, to lead a dedicated group of staff and volunteers. With their commitment and the continued support of our key funders we will strive to achieve our strategic aims and improve our services to clients.

My thanks to all for your valuable contribution this year.

Mel ChammingsChair of the Trustee Board

Introductionfrom the Chair

Who we helped

5,400 people

11,500 issues Up 20% on last year

1,770 calls answered, an average of 148 per month

Note from the Chief ExecutiveI am very proud to be the new Chief Executive of Citizens Advice North Hertfordshire. I joined the organisation as a volunteer Receptionist six years ago, and have loved every minute of my time here, working my way through a variety of volunteer and paid roles.

I have seen how we change lives in our local community with the advice we give, the campaigning we undertake, our preventative work and the volunteering and employment opportunities we offer. Our services are vital and we have a life-changing effect on our clients and our volunteers.

Many of our clients may only talk to us once to receive information or brief advice to set them on their way to solving their problem. Others work with us over a longer period of time receiving casework and more intensive support. Whatever our clients’ engagement, our aim is that they leave us further forward with their issue than when they first contacted us. We have an obvious financial impact on individuals and the wider community but we also know that our advice creates positive changes to people’s mental and physical health.

Like any local charity, we are facing funding challenges. I am ambitious for our organisation. Demand for our service is increasing and also changing as the world moves on.

We need to move with the times, embrace new technology and grow our services so that we can effectively help everyone who needs us. Contrary to popular belief we are not government funded, and must raise all our own money through grants and community fundraising.

I would like to thank everyone who supports us, as well as our fabulous staff and volunteers who work so hard for their community.

Rosie WatersChief Executive Officer

A Guideto our Services

General advice services(Funded by North Hertfordshire District Council) We offer information and advice on all subjects including benefits, relationships, employment, housing and debt. No appointment necessary – just drop in. After an assessment, an appointment may be made if needed. Letchworth - 49 Station Road SG6 3BQMonday to Friday 9.30am – 12 noon

Royston - Town Hall SG8 7DAMonday & Wednesday 9.30am – 12 noon

Hitchin - Bedford Road SG5 1HLTuesday & Thursday 9.30am – 12 noon

Melbourn Community Hub SG8 6DZ(Funded by South Cambs District Council)1st & 3rd Mondays 9.30am – 12 noon

Adviceline 03444 111444Monday to Friday 10am - 4pm

Advice in British Sign Language(Funded by Hertfordshire County Council) To book email: bsl@whcab.org.ukor text 07756 148591

Other advice servicesCourt Help Desk Homelessness Prevention(Funded by North Hertfordshire District Council)Representation at court for peoplewith rent or mortgage arrears. Financial Inclusion(Funded by settle)Advice for settle tenants to manage money and debts, benefits, and maximise income. Welfare Rights(Funded by Letchworth Heritage Foundation)In-depth support through appointments or home visits for benefits issues, for Letchworth residents. Money Matters(Funded by Letchworth Heritage Foundation)Support through appointments and group sessions to manage budgets and understand debt, for Letchworth residents. Energy Advice(Funded by Big Energy Savings Network and by Ofgem via Citizens Advice)Support through appointments, drop-in and community talks to help people save on energy bills and deal with fuel debts. Crisis Intervention(Funded by Hertfordshire County Council)In-depth support for people with urgent or complex needs through debt, benefits, housing or other advice. Benefits Form Filling(Funded by the Graham Rowlandson Foundation)Help to complete applications and appeals for benefits. Complex Needs(Funded by Royston Rotary)Support for complex enquiriesfor Royston residents

Our clientsWe help well over 5,000 people every year. That help takes different forms, depending on the client and the nature of their enquiry. Here are three short illustrations of our work.

*All names have been changed.

Paul*Paul came to us after he was unable to work due to illness. He was in pain with limited mobility and was worried about how he was going to afford to live without a job. This was the first time he had been without earnings and needed help to work out a way forward. Paul was referred to a caseworker. Over the course of two appointments, we helped Paul apply for the benefits he was now entitled to. As a result of our help Paul reported decreased anxiety, increased confidence, and now has a regular income.

Sachin*Sachin has two jobs. He came to us as he couldn’t manage his debts, particularly a large credit card debt and an overdraft. He was struggling with budgeting and working out what he should be paying and stated that of a lot of his spending was impulse purchases.

He had learning difficulties and needed support and attended all appointments with his mother. Sachin received help from our Money Matters team. We helped him to speak to his bank and work out what expenses were essential and to cancel non-essential payments so that he could manage his budget in the future. The bank agreed to write off overdraft charges and repaid these to him.

We prepared a financial statement for him and advised him about his debt options and helped him to negotiate a fair payment plan with his credit card company. He reports that he is happy that he is now able to keep out of debt.

Our staffSue FullerCourt Desk Worker

My colleagues from Stevenage and I are available at court on possession days to assist people who are defending possession claims for rent or mortgage arrears by housing associations, private landlords and mortgage companies.

Some clients report gender violence, health issues or bereavements as well as financial problems. Many are affected by benefit changes. We make a difference by negotiating adjournments, giving clients time to resolve benefit issues, and by negotiating affordable repayments. Where negotiation is not successful, we speak for the client in the hearing, requesting the best outcome.

After the hearing, we can provide follow-up advice, helping obtain discretionary payments, resolving housing benefit issues, liaising with landlords etc.

Val PatemanWelfare Rights Supervisor

I support vulnerable clients through the complex benefits system to ensure that they receive their full entitlement and maximise their income.

I assist clients to make claims for all benefits including disability benefits. If a client’s application for benefits is refused I can assist by preparing an appeal submission for a tribunal hearing to challenge the decision.

When it is necessary I can travel to clients’ homes. I also see clients at the local hospice. I have recently started working with the Family Support Workers from the Letchworth Partnership of Schools, supporting parents to maximise income by claiming correct benefits.

I feel that I am very lucky to have a job that allows me the opportunity to meet with some wonderful people of all ages and backgrounds.

Our volunteersRos EvansI saw an opportunity to train as an adviser for Citizens Advice, after running out of steam as a teacher and then four years as a full time mum. Despite quivering like a leaf during my interview, I was accepted and welcomed into the team. My knowledge and confidence continue to grow with the excellent training and support providedhere. It’s so interesting to hear clients talk about their experiences and it’s a brilliant feeling to know I have been able to help.

I am really enjoying the work!

Veronica Trotman-RobertsI came in to Citizens Advice after hearing about them through the Do-It.org website. I am currently volunteering as a receptionist, and also working with the Money Matters team in which I am learning about financial issues. I also do the weekly fire alarm testing! I enjoy my work and my goal is to become and adviser.

Reasearch &Campaigns

Research & Campaigns activities continue to be a vital part of our work. We have a huge amount of information about the problems our clients and the wider community face. We use this evidence to justify calls for improvements to the processes that affect not only our clients but also those who may never contact Citizens Advice.

Research & Campaigns activity we have been involved in this year includes:

SCAMS AWARENESS. We continually strive to make the local community aware of the prevalence of scams. We have held several talks at local community groups and attended local information events. We also held a one day event in Letchworth town centre and invited Trading Standards who sent along a volunteer to work with us.

ENERGY. We ran a week long pop-up shop in Letchworth town centre helping people to switch and save on their energy deals and usage. We also took part in Big Energy Saving Week in January by holding 4 events at the local food banks.

UNIVERSAL CREDIT. We have supported the national campaign for improvements in the delivery and roll-out of UC. We have been in regular contact with our local MPs and have highlighted case studies based in their constituencies and projected figures anticipated in the upcoming full service rollout in North Herts.

BENEFIT CAP. There is evidence of real hardship amongst larger families with young children, especially single parents. Very substantial benefit reductions have been applied leaving clients with the minimum of housing benefit where previously their rent was covered. As a consequence they are running up rent arrears at an alarming rate and face possession action and eviction. The options open to them may not always offer a realistic solution due to the difficulty of finding affordable child care compatible with working sixteen hours or more. Some may qualify for benefits for disabilities and may be exempted from the cap, but many may not.

CONSUMER WEEK. During November we participated in National Consumer Week. The theme this year was ‘know what you’re signing up for’. The aim was to raise awareness of the importance of knowing what you’re signing up for online, and when you can get your money back if you signed up to something you weren’t expecting.

Cath BennettResearch & Campaigns Coordinator

Treasurer’s Report Income and Expenditure

Account

IncomeGrantsDonationsInterestOtherTotal

Expenditure

Net incoming / (outgoing) resources

Fund BalancesOpening BalanceNet increase / (decrease)TransfersClosing Balance

2017-18 £

405,6583,029

3045,887

414,878

412,260

2,618

214,106

2,6180

216,724

2016-17 £

468,2846,835

5353,696

479,350

488,214

(8,864)

222,970

(8,864)0

214,106

In the year 2017-18 Citizens Advice North Hertfordshire (CANH) received grants and other income totalling £414,878 and had outgoings totalling £412,260. The income and outgoings include all those relating to the running of the general advice service and those relating to specific projects. This resulted in a surplus for the year of £2,618.

The funds of £216,724 are unrestricted and include £205,169 of designated funds. It is CANH’s policy where possible to maintain unrestricted reserves of at least 3 months’ general running costs. The designated reserves also include a substantial sum (£101,616) to support the depreciation of the cost of refurbishing CANH’s new main office at 49 Station Road, Letchworth as well as amounts to meet other expected expenditure and to provide resources to mitigate certain risks to which CANHis exposed.

The key financial challenge in 2017-18 was the reduction in income as certain projects ended. This was addressed through a combination of careful cost control and a number of successful new, albeit relatively small, project applications.

This information is a brief summary of the full Trustees’ Report and Accounts for the year ended 31st March 2018, which can be obtained from CANH.

Jeremy Bishop Treasurer

Our value to societyOur services benefit individuals, government and society. When we put a conservative financial estimate* on our value, it exceeds our funding considerably.

For every £1 invested in Citizens Advice North Hertfordshire in 2017/18, we generated at least:

£2.72In fiscal benefits

Savings to government

Reduction in health service demand, local authority homelessness services, and out-of-work benefits for our clients and volunteers.

Total: £1.1 million

£15.27In public value

Wider economic and social benefits

Improvements in participation and productivity for clients and volunteers

Total: £6 million

£15.11In benefits to individuals

Value to our clients

Income gained through benefits gained, debts written off and consumer problems resolved.

Total: £5.9 million

*These figures are taken from a Treasury-approved national methodology applied locally. For full details see the report: Modelling our value to society 2016/17https://www.citizensadvice.org.uk/about-us/difference-we-make/impact-of-citizens-advice-service/all-our-impact/

7 in 10 peoplefelt less stressed,depressed or anxious

Nearly 1 in 2felt their physical health had improved

3 in 5found it easier to manageday to day

We couldn’tdo it withoutyou

Thank youTo our volunteers who work so hard to deliver valuable outcomes for our clients. Our tireless team includes administrators, advisers, campaigners, receptionists, researchers, supervisors and, of course, trustees. They are all an inspiration to work alongside. See our website www.northhertscab.org.uk for information on our range of volunteer roles and how to apply.

Thank youTo our partners who enable us to reach as many people as possible. In addition to our funders who we work closely with, thanks also to: other local Citizens Advice services, foodbanks, Herts Help, homelessness prevention services, Job Centre Plus, library service, Mind, Money Advice Unit, North Herts CVS and North Herts Minority Ethnic Forum, to name but a few!

Thank youTo our funders. As an independent local charity we could not deliver our services without you. Huge thanks to North Hertfordshire District Council and all our other funders and supporters.

Graham Rowlandson Foundation

Citizens Advice helps people find a way forward.We help people overcome their problems and campaign on big issues when their voices need to be heard.

We value diversity, champion equality, and challenge discrimination and harassment.We’re here for everyone.

We provide flexible advice in many local settings with offices in Hitchin, Letchworth and Royston, plus many outreach locations (such as libraries, hospices and community centres).

northhertscab.org.uk

Published October 2018

Citizens Advice North Hertfordshire is the operating name of North Hertfordshire and District Citizens Advice Bureau.

Registered charity number: 1086489

Company number: 4194542

Citizens Advice membership number: 70/0004

Regulated by the Financial Conduct Authority FRN: 617683

Registered office: 49 Station Road, Letchworth Garden City, Herts, SG6 3BQ

Also at: Thomas Bellamy House, Bedford Road, Hitchin, SG5 1HL Town Hall, Royston, SG8 7DA Melbourn Community Hub, Melbourn, SG8 6DZ Telephone: 01462 688000Adviceline: 03444 111444