Citizens Advice York - Annual Review 2017 2018
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Citizens Advice York Annual Review 2017 - 2018
Chair’s Introduction
2017-18 was another difficult and challenging year for Citizens Advice York (CAY).
Nonetheless we helped 4,770 people with some 11,750 different
issues. At the outset, despite having made a range of cost
savings, we were budgeting for an operating loss on our core
General Advice Service of £28k.
As the year progressed the position improved somewhat with
income from gifts/donations, funding from SJP Law for work at
York Hospital and additional funds from City of York Council for new Financial
Inclusion projects and to allow the drop in service at West Offices, which had moved
to 2 days a week, to return to 4 until the end of the financial year. Aligned with good
cost control this meant the General Advice Service ended the year with a modest £3k
operating surplus - an excellent outcome.
The difficult funding position continued into 2018-19, though being nominated by
The Rotary Club of York as one of the charities to benefit from their Dragon Boat
Race Day has raised a significant sum which will help as we work to get to break even
on our General Advice Service.
Our plans for 2018-19, and on through 2019-20, focus on sustaining the General
Advice Service by working closely with City of York Council to secure funding, upping
further our general fundraising efforts and recruiting more people to our brilliant
volunteer team of advisers and support workers.
There are many people I’d like to thank. Firstly, the team of 46 volunteers, without
whose marvellous efforts, in trying circumstances, we simply wouldn’t be here!
There have been many new volunteers during the year - a warm welcome to you all.
And a particular thank you to those who organised and supported our Dragon Boat
team and paddled successfully on the day.
I’d also like to thank all the staff team for their continued commitment and effort
throughout a very busy and challenging year and welcome those who’ve joined the
team during the year. Trustees have again given freely of their time to support the
work of the bureau, thank you all for your input.
John Short
Chair of Trustees
2|Page
Chief Executive’s Report
I joined CAY in August 2017 and my time here has been exciting and rewarding.
I am particularly happy to have helped CAY steer a new path –
one that I feel looks with optimism to the future.
During the year CAY made significant strides in securing its
finances, in particular, working closely with City of York
Council, local wards and with a wide variety of funders to
secure and expand our services.
Our strategy is to make our services accessible to all and to be available in the areas
of the city with most need. Working via community cafés, GP surgeries and other
local venues we now operate drop-in sessions or appointment sessions at 16
locations in the city.
We continue to co-ordinate the Advice York Network and have re-established a paid
position to co-ordinate research and campaigns. Our aim is to identify local issues
and campaign to have a positive impact on the lives of the citizens of York as well as
to contribute to national campaigns and research projects.
The past year has seen an increase in resources devoted to training and we are
about to embark on a big recruitment campaign for volunteers.
We have recruited Sarah Pennock and Tom Adamski to head up our Debt and
Outreach teams and are working closely with our North Yorkshire partners to build
up the telephone Adviceline service.
We offer vital and comprehensive advice services and function as a leader of the
third sector in York. We have weathered difficult times and emerged with our
finances strengthened and ambitions to grow and develop. There are many
challenges ahead, not least in securing stable long-term financing, but one year on, I
personally feel that CAY has made great strides.
Simon Topham
Chief Executive
3|Page
Our Advice Service
We are here for everyone, whoever they are, whatever the problem. People turn to
Citizens Advice in times of need. These are just a few examples:
We help people to claim the benefits to which they are entitled, for example
people with disabilities who need help with complex forms and procedures. In
2017-18 we helped people gain £1,183,654 in unclaimed benefits and tax
credits.
We help people to review their finances and work to finding a way out of debt.
In 2017-18 our clients had £1,905,997 debts written off after exploring all
options.
We help people to understand their rights and responsibilities at work, for
example those who are being unfairly treated or discriminated against.
We help people who are under threat of eviction to remain in their homes
wherever possible.
We help people whose relationships have broken down and don’t know where
to turn.
We advise clients face to face at West Offices in the City Centre and at outreach
venues across the City. We also answer telephone enquiries as part of the North
Yorkshire Adviceline group. In 2017-18 we helped 4,700 people with 11,750 issues.
Some problems are relatively straightforward and can be helped with information
and signposting; many are more complex and need the help of more experienced
advisers or specialist case workers. Whatever the problem, resolving it can have a
massive impact on people’s health and wellbeing.
4|Page
General Advice at West Offices
“So, how can we help you today?” – probably the most asked question used at the
drop-in sessions. This isn’t as easy as it sounds, and really understanding how we
can help is always our first task.
And so opens the door to the drop-in session.
The drop-in sessions at West Offices have
undergone regular changes over the last few
years going from two to three to four and back to
three sessions per week. The other two days are
not, however ‘days of rest’; they are taken up by up to 18 specialist appointments.
Ostensibly these are ‘benefits’ appointments but inevitably other areas of advice
come into play.
Throughout these changes one thing has remained constant – the commitment and
dedication of the volunteers, whether advisers, receptionists or administrators. The
range of experience of our volunteers ensures that all clients receive the best advice
they can at the time they need it with follow up work being
done as needed.
All of the advice we give (whether at the drop-in session or
at Outreach) is checked to ensure that quality standards are
maintained. The Advice Session Supervisors constantly
check case records to ensure that we always work at the
highest level.
Richard Porter – Service Delivery Manager
How we helped
A client was accused of wrongly claiming exemption for dental work. Technically
this was correct – they had been in receipt of benefit but it turned out to be the
wrong one. After further investigation we found that the client was actually
entitled to the qualifying benefit. Proving the case wasn’t straightforward but
finally, and with help from MP Rachel Maskell’s office, the client received an
increase in benefit and a back payment of almost £3,000.
5|Page
Advice and information in the community
We know that clients welcome local services and wherever possible we provide
outreach advice in York neighbourhoods. Some sessions are drop-in; others are
bookable appointments with an adviser. During 2017-18 we introduced ‘Advice and
Information Cafes’. These are informal advice and support sessions in a café
environment where people can see an adviser, access information, or simply have a
drink and a chat. We are developing a preventive, pro-active approach to help
people before they reach the point of crisis, for example getting into financial
difficulties.
We have also been working from GP surgeries as part of a wider social prescribing
initiative, and offer specialist advice at York Hospital to people who have suffered
strokes or head injuries.
All our outreach work depends on specific external funding and we are hugely
grateful to City of York Council and Ward Committees, Huntington and Wigginton
Parish Councils, Haxby Town Council, Tang Hall Big Local, SJP Law and York CVS.
Tom Adamski – Outreach Manager
Welfare Benefits Advice
Welfare benefits continue to be the biggest concern for our clients – we helped with
3,600 issues in total during the year. We help people to work out their entitlement,
advise on how to claim (which can include complications
such as Right to Reside and Habitual Residence rules) and to
challenge or deal with overpayments. Our general advisers
deal with the majority, but we also have a specialist team
who help with more complex cases such as helping clients to
prepare for PIP (Personal Independence Payments) and ESA
(Employment and Support Allowance) Tribunal hearings.
We are building up our expertise with Universal Credit and
continue to help with disability related applications.
Steve Allitt – Advice Session Supervisor
6|Page
Money advice
Our money and debt advice work allows us to give in-depth help to people who are
struggling to manage their finances. Often by the time people come to us they have
been trying to cope for years and have been tipped over the edge by a pressing
demand. We look at priority debts first, but need to deal with the whole problem
and seek a result that the client can afford and will give them a chance to manage
their own finances in the long term.
Our team of three advisers and two administrators have years of money advice
experience and are funded by the Money Advice Service, City of York Council and
Action Towards Inclusion (Big Lottery Fund and European Social Fund).
Sarah Pennock – Debt Team Manager
How we helped
A client who had previously been working full time and managing their finances
came to us when anxiety and depression forced them to reduce their working
hours. The reduction in income, exacerbated by mental health problems led to
financial difficulties and debt accumulation. We supported the client over several
months to negotiate affordable repayment arrangements. At the end of the
process the client was feeling much less burdened by debts and beginning to look
to the future.
Immigration advice
In 2017-18 we helped 121 clients with 255 problems relating to immigration. The
biggest problems facing people were those that affected their dependents and
partners, and those relating to nationality and citizenship. Our general advisers are
qualified to give advice at OISC (Office of the Immigration Services Commissioner)
level 1. We are pleased to have the support of a volunteer solicitor, Sally Howard,
which means that we can also offer some clients advice at a higher level without
their needing to pay for a solicitor.
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Yorlaw
Yorlaw provides legal advice, but not representation, to CAY clients. It is also part of
LawWorks, the probono agency for the Law Society and the Bar Association. Clients
are usually referred to Yorlaw through the general advice service. Casework can be
provided in a limited number of cases. In 2017-18 189 cases were processed, an
increase of 41 cases compared to 2016-7.
Clients can sometimes be helped by telephone but
are usually seen at CAY by me or by local solicitors
who come in to CAY on a Wednesday evening.
Many thanks are due to Debra Jackson of Langleys
and Nick Middleton of Harlands for their help.
Yorlaw organises a McKenzie Friend Service for clients who have family cases before
the York Family Court.
Jo Trythall - Yorlaw Co-ordinator.
How this helps
Yorlaw has been able to help a wide range of clients with family law
problems including divorce, where children should live and
arrangements for them to see separated parents, tracing missing
parents, making urgent applications to court for the recovery of
children, domestic violence as well as general advice on home
ownership and financial settlements on divorce. Yorlaw refers complex
cases to local solicitors whenever legal aid can be obtained.
8|Page
Volunteers at Citizens Advice York
Volunteers are at the heart of our service and our thanks go to each and every one
of them. They play lots of different roles, including Advisers, Receptionists,
Administrators and Researchers. Say hello to three of our team.
Jane Mair - Adviser
“I spent most of my career as a senior HR executive with the BBC in
London. In 2004, I was awarded a law degree (LLB) and in 2008 a
Masters in Law (LLM). My role as a volunteer adviser is very
rewarding. It allows me to make a positive difference to the lives of
people facing a wide range of problems as part of a committed and
professional team of paid and unpaid staff.”
Alison Holt - Adviser
“Volunteering as a CAY adviser means that I can play a part in helping people deal
with the effects of inequalities of life chances, income and power. My work
background was in public sector HR, and I have experience on charity management
committees and as a school governor, but day to day at CAY, I find that it's not my
technical knowledge and skills that matter as much as being able to gain the trust
and confidence of clients. And what do I get out of it? The challenge of having to be
an "expert" on so many topics, the satisfaction of getting a good result for a client
and the experience of meeting so many amazingly resilient people.”
Russell Bacon - Receptionist
“I’m 59 years old and moved to York three years ago. I retired in June 2017 and
decided that I wanted to do something enjoyable and rewarding with my spare time.
I was already volunteering as a Samaritan and so I thought I
would try the receptionist role. I have
been in the role now for just over 12
months and have thoroughly enjoyed my
time. CAY are a friendly bunch and I
would recommend it to anybody with
some spare time to give.”
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The Team at Citizens Advice York
Volunteers
Joanne Bacon Becky France Bryony Pearson
Russell Bacon Laura Harper Christine Pipes
Lael Baker John Heragty Cameron Sharp
Peter Baughan Laura Herman Lewis Smith
Jean Benson Alison Hodgson Alexandra Spanner
Hywel Beynon Anina Holmes Shirley Spreckley
Ellen Bradbury Alison Holt John Steele
Frank Branney Sally Howard Rosemary Suttill
Sam Campbell John Jarrold Wendy Thompson
Barbara Campy Berivan Kaplan Suzanne Thorndyke
John Catchpole Vanessa Lindsay Smith Jo Trythall
Bob Clark Robin Loft India Walden
Connie Cullen Jane Mair Bob Wilson
Kate Davy Fiona Mallon Caroline Young
Robert Dick Janet McCullough
Sue Fowler Adam Middleton
Staff Trustees
Simon Topham (CEO) Sarah Pennock John Short (Chair)
Tom Adamski Richard Porter Stephen Clark
Alifa Akthar Maria Sharp Simon Crack
Steve Allitt Adam Shepherd Margaret Everall
Stephanie Dunnill Lizzie Stevens Clive Firman
Cheryl Fisher Jennifer Stone Graham Gabriel
Nikki Humberstone Janet Thompson Simon Mallett
Kildip James Jane Wallace Manar Matusiak
Fiona McCulloch Gill Wilson John Nodder
Tracie Middleton Alex Schofield
Debbie Nelmes Jenny Wilman
Would you like to join our team or
support our work?
Details are on our website
www.citizensadviceyork.org.uk
10 | P a g eResearch and Campaigns
In 2017-18 we continued our strong research and campaigning work on local and
national issues. Our two long-serving volunteers, along with our team of advisers,
submitted 254 evidence forms to national Citizens Advice across the year. Evidence
forms are the way we highlight cases where the client is
facing particular detriment due to a systemic issue, or
an issue where policy is unfair and needs changing as a
result.
The highest number of evidence forms related to
Personal Independence Payment (PIP) and Employment and Support Allowance
(ESA). It is clear that our clients are facing significant barriers to accessing both of
these welfare benefits. The majority of problems related to appeals, work capability
assessments and mandatory reconsiderations. By submitting this valuable evidence
we can help challenge existing legislation and support policy change to reduce the
detriment that our clients are facing.
How this helps
We saw clients that were falling into debt and risking eviction because
once they claimed Universal Credit their Housing Benefit stopped and
they couldn’t pay their rent. Our evidence contributed to a national
campaign which persuaded the government to abolish the 7 day waiting
period and allowed Housing Benefit to be paid for a further 2 weeks.
We will expand on our research work to produce larger scale reports, and campaign
on our findings, in 2018-19. Thanks to funding from Two Ridings Community
Foundation we have recruited a new coordinator for
Research and Campaigns for 18 months. This will give us
the leadership required to promote our work in this field,
and again build a team which can give a voice to the
citizens of York.
11 | P a g eWhere our money comes from
In 2017-18 our income was £373,853, down from £580,000 two years ago. Our
largest single funder is City of York Council who gave us a grant of £134,500 which
covered most of the cost of the general advice service. We also received project
specific funding from the Council and other funders, for example to deliver debt
advice, energy advice and to run advice sessions in York neighbourhoods.
And where it goes
Our expenditure in 2017-18 was £360,806. All our expenditure goes on charitable
activities, divided between our general advice service and our projects.
Our biggest expenditure is staff salaries. Most of our paid staff are client facing, in
roles such as supervision, specialist advice and to provide a full training programme
in many complex issues so that our advisers are fully qualified after only 18 months
of training. We have a small support team providing leadership, finance, fundraising
and administration, all of whom are part time.
We also incur premises costs where necessary, ensuring that we are accessible to all,
especially in the City Centre.
12 | P a g eFunding
CAY is a vital and integral part of our city community. Each year we support
thousands of the most vulnerable citizens of York who need help. At the same time
we are an independent local charity, dependent on fundraising. Often our advice is
vital in securing housing or benefits, and often we are the only place to turn to for
help.
We are grateful to City of York Council for their continuing support and we look
forward to working in partnership with them to address
common issues over the coming years. We are also
grateful to the charitable trusts and foundations that
have funded us during the year.
We believe that the people who most benefit from
having a thriving CAY in York are local residents and
businesses. In June 2017 we launched Friends of
Citizens Advice York to appeal for regular and ongoing
financial support. We were delighted when Ardent
Finance became our first corporate supporter.
We were thrilled to be one of The Rotary Club of York’s nominated charities for this
years’ Dragon Boat Race event in July. Our team raised around £3,000 in team
sponsorship, including £750 from Gough & Kelly, the security company at West
Offices who paddled alongside us. We have recently been presented with a cheque
for £10,000 and we look forward to learning the total amount.
13 | P a g eThanks to our 2017-18 funders
We are grateful to our funders below and all other organisations and individuals who
have contributed to the organisation during the year.
Thank you so much for your continuing support.
Asda Money Advice Service
Big Lottery Fund and European SJP Law
Social Fund Tang Hall Big Local
Citizens Advice Two Ridings Community
City of York Council Foundation
C Paul Thackray General Wigginton Parish Council
Charitable Trust York Central Townswomen’s Guild
Dunnington Parochial Church York CVS
Council York Friends Central Adult School
Haxby Town Council Trust
Huntington Parish Council
Joseph Rowntree Foundation
14 | P a g eTO DONATE BY STANDING ORDER
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to set up a standing order online. Please do not send this form to your bank.
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15 | P a g e“I went in not knowing my options
and feeling worried about the
future. I left feeling confident
“The lady was a very good listener
about my rights and happy with
and gave me really good advice on
the decision”
what to do for the best”
“Extremely per
sonable staff, very
Citizens Advice York
West Offices, Station Rise, York YO1 6GA
Adviceline 03444 111 444 Admin line 01904 623648
Email: admin@yorkcab.org.uk
Website www.citizensadviceyork.org.uk
The Annual Accounts as at 31st March 2018 and the Annual Report are available on request from
Citizens Advice York
Published October 2018
Citizens Advice York is the operating name of York and District Citizens Advice Bureau
Registered charity number: 1133516. A company limited by guarantee. Company registration
number: 7004444
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