TEST VALLEY CITIZENS ADVICE BUREAU - Business and Development Plan 2015 to 2018
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TEST VALLEY CITIZENS ADVICE BUREAU
Business and Development Plan 2015 to 2018
At the heart of the community
Company limited by Guarantee. Registered No. 08933947 England Charity Registered No. 1156829
Authorised and regulated by the Financial Conduct Authority FRN 618853
Registered Offices 35 London Street Andover Hants SP10 2NU
1BUSINESS PLAN 2015-2018
CONTENTS
1. Introduction ………………………. Page 3
2. Background ………………………….. Page 4-5
3. Funding ………………………........ Page 6
4. Community Profile ………………….. Page 7-8
5. Client Satisfaction …………………. Page 9
6. Proposed Advice Service Developments Page 10-12
7. Summary ……………………………. Page 13
8. Action Plan …………………………. Page 14-19
Appendix A – Budget
Appendix B - Equality and Diversity Strategy
Appendix C – Organisational Structure
Appendix D – Advice Needs Analysis
2Introduction
The Citizens Advice Service in Test Valley has been operating since July 2014 as a merger of Romsey District and Andover District bureaux. A
presence in both towns has been evident since the 1970’s. Our Mission is to provide wide access to information and advice services and
research and campaign to change policies and services that affect the community.
Test Valley Citizens Advice aims:
To provide the advice people need for the problems they face and
To improve the policies and practices that affect people’s lives.
The service it provides is free, independent, confidential, and impartial. It values diversity, promotes equality and challenges discrimination.
Our Commitment
We will use all our resources to continue to improve the quality and accessibility of the Citizens Advice service ensuring non-discriminatory
treatment within the Bureau for clients, staff and by outside agencies. We aim to become a stronger champion for equality. Appendix B
The Citizens Advice service is a national service committed to the principle that all people from whatever background in every community should
have access to our information and advice. This principle requires us to maintain national standards of practice and to hold firmly to the values
that underpin everything we do – justice, equality and respect for the rights and dignity of every person. These values and visions are our
bedrock. Being inventive, responsive and generous is our culture.
We aim to attract and retain capable and dedicated staff by support, training, development and good working conditions. Making our service
sustainable will be achieved by robust financial reporting and monitoring.
Our aims and mission fit with the aims of the Local Authority’s Corporate Plan 2011-15 “Doing things differently” in particular
to encourage all of our communities to reach their full potential
We will help our clients find a way forward.
3Background
The Bureau
Test Valley Citizens Advice Bureau serves Andover and the north of Test Valley down the valley to Romsey and the southern parishes of Test
Valley in Hampshire. The service is provided through the main offices in Romsey town centre and Andover town centre which offer an
appointment, drop-in, email and telephone advice service. Home visits are also undertaken if required.
In addition to general advice, the following specialist advice services are provided:
Specialist advice provision for employment, debt and benefit matters; this help includes representation at tribunals and at court where
necessary.
The Bureau also has qualified intermediaries for Debt Relief Orders
Telephone advice is provided in the bureau during every session. We are planning to adopt the use of a new telephone system in 2016 – called
Adviceline, this is a new single telephone number that is being rolled out throughout Hampshire – This will improve the telephony service
delivered in bureaux in Hampshire.
The opening hours of each office are
Andover office
Monday -Thursday 9.30am - 12.00 Drop in
12.30 - 3.30pm appointments only
Friday Closed
Telephone advice is available Monday – Thursday 9.30am - 12.30pm
Romsey office
Monday –Wednesday 10.00am – 3.30pm Drop in
Thursday & Friday 10.00am -1.30pm Drop in
Telephone advice is available during the opening times:
4Outreach sessions
These are provided during the following times on a drop-in basis:
King Arthur’s Way King Arthurs Hall Andover Monday 9.30am - 11.30am
Whitchurch Town Hall The Town Hall Whitchurch Tuesday 9.30am - 12.30pm
North Baddesley The True Life Centre North Baddesley Wednesday 10.00am – 1.00pm
Home visits are arranged by appointment for clients unable to access the Bureau because of disability, care needs or access issues
The Bureau currently employs 11 paid staff of which 10 work part time (5.9 fte) and 51 advisers or gateway assessors, we also have 12
receptionists/clerical workers, and 4 trainees.
The Bureau structure is described in the organisational structure at Appendix C.
The Trustee Board delegates day to day management of the service to the Chief Officer who is responsible for shaping and delivering
the strategic development plans for the service. Advice Service Managers are responsible for supporting and supervising the volunteers
on a day to day basis
Highly trained volunteer advisers drawn from the local community deliver the generalist advice service.
The Bureau aims to recruit local people wishing to volunteer as receptionists and administration assistants giving them the opportunity to
gain new skills and confidence.
The Bureau aims to offer placements, wherever possible, to young people on work experience.
In all recruitment, both for paid and voluntary positions, equal opportunities in accordance with the stand up for Equality strategy are
applied to our selection procedures.
We aim to reflect the composition of the community we serve within the Bureau team.
5Funding
Test Valley Citizens Advice Bureau is mainly funded by Test Valley Borough Council who has confirmed an unrestricted service grant of
£252,718 for 2015/16 . The budget for providing services for the year is approximately £278,604, the Trustees have agreed the deficit £25,886
will be sourced through other grants and donations as well as fundraising.
TVCAB INCOME TVCAB EXPENDITURE
1%
3%
9% 8%
8%
Salaries
TVBC 18% Premises
Donatons Staff Exp
65%
Other Office and IT
88%
Other
In addition to the main funding from Test Valley Borough Council we also receive funding from Basingstoke and Deane Borough Council,
Whitchurch Welfare Trust, Citizens Advice Hampshire, Citizens Advice, Pensionwise and Romsey Town Council. The Local Parish Councils and
other organisations will be approached for donations/grants throughout the year.
The Bureau is reliant on the grant from Test Valley Borough Council to cover the vast majority of its annual expenditure the majority of which is
salaries and is very grateful for their continued support.
Raising the profile of Test Valley bureau in the future will be a priority in particular our charitable status.
A risk assessment including financial implications is maintained and regularly reviewed.
6Community and Client Profile
The Borough of Test Valley covers 62,758 ha and is situated on the western side of Hampshire. Test Valley Borough Council consists of 48
elected Councillors representing 24 wards. It has 59 Parish areas and each Parish Council comprises a number of elected Councillors.
Overall the Borough is a prosperous and attractive place to live and work and the health of the residents is generally better than the average for
the country. There is a relatively low number of people out-of-work, and the economy of Test Valley has performed well in recent years. There
are, however, disparities within the Borough and pockets of deprivation - where there are significant differences in: the ‘health and wellbeing’ of
the residents; higher ‘instances of crime’; along with lower levels of ‘educational attainment’; when compared to the more affluent wards.
In 2014, 64.3% of the population lived in urban areas and 35.7% in rural locations. Inaccessible services in rural areas and a high level of out-
commuting – particularly in southern Test Valley – resulted in the 2011 census recording only 13.5 % of households without a car and 72.4%
using cars for travelling to work.
70
60
Population
50
40
30 64.3
20 35.7
10
0
urban rural
Andover differs due to its high level of self-containment. Here there is a greater reliance on public transport, as 70% of the residents live and
work in the town. Other parts of the Borough are not well serviced with Public Transport (including no direct route between Andover and
Romsey) and a number of local authority and community transport schemes exist to help bridge the gap.
Latest figures show a total population of around 120,000 in 2014 (SAPF)*, which is forecast to grow by 6.9% between 2014 and 2021.
*SAPF – HCC Small area population forecasts 2014 based
7Comparison of Official Data for Test Valley and Bureau Clients
Statistics from the Citizens Advice database revealed that in 2013/14, 4,260 people from Test Valley contacted Citizens Advice with 11,300
issues.
Benefits & tax
24% credits
28%
Debt
Top 6 Advice Categories Employment
Relationships &
8% family
Housing
9% all other
20%
11%
43% of these clients were male and 57% female the highest proportion were aged between 35 - 49 at 30% with 17% being over the age of 65.
Of our clients seen 5% were recorded as being from an ethnic group. The 2011 census classified 92.6% of the Test Valley population as ‘White
British’, which is average by National standards.
We dealt with 49 clients who were deemed homeless and 90 threatened with homelessness. 3.4% of our clients came in about Employment
Support Allowance and Incapacity benefit and 4.1% came about disability benefits these figures match the proportion of the working-age
population in Test Valley who are claiming these benefits.
The proportion of advice issues regarding Job Seekers Allowance (2.4%) was considerably higher than the proportion of the working-age
population in Test Valley who claim this benefit (0.6%). Those seeking advice due to ‘sanctions’ was the second highest reason (after
‘eligibility/entitlement’) for coming to the bureau regarding Job Seekers Allowance and the high level of sanctions applied in Test Valley may
explain some of this.
Our Advice Needs Analysis can be found at Appendix D
8Client Satisfaction
Throughout May 2015 we surveyed 100 clients either on the phone or face to face at both our offices in Romsey and Andover. This survey
consisted of a number of questions relating to the service our clients received our results show
98% found our service easy to access
95% were happy with our opening times
86% waited less than 30 minutes to be seen
94% were happy with the amount of time they were seen for
Overall satisfaction showed 97% of clients were happy or very happy with our service
98% of the clients agreed they would recommend us to someone else and 97% would come back again
82% of the clients felt much more confident following our advice meeting
In 2014/15 we recorded £274,158 in benefit gains and £165,313 in debts being written off.
9Proposed Advice Service Developments
Aims and Objectives
The aim is to develop a financially stable Bureau working in cooperation with our partner local authorities - to help more people, particularly the
more disadvantaged and socially excluded of our residents, by providing improved access to professional and efficient generalist and specialist
advice. This will be achieved face to face, by telephone, or by email as appropriate and by taking the advice to those in most need.
The introduction of Adviceline into Hampshire has been hugely successful with most Hampshire bureau now using it and improving the phone
service to clients within the area. The new system will be adopted in 2016 by Test Valley Citizens Advice Bureau. The introduction of
Adviceline will improve access to telephone advice throughout the borough. With this comes the need for up to date and efficient IT within the
bureau. The bureau aims to fundraise and look for grants to ensure an efficient service is available to clients
We aim to maintain our excellent relationship with Test Valley Borough Council by continuing to work with our local authority, as they are the key
to future financial stability. We will demonstrate that we are working with them to achieve mutual aims and objectives and we are working to
improve our service, we will gain their confidence and their support for our activities. In turn we expect this to lead to both the Members and the
Executive wanting to ensure we are funded adequately to sustain our service in the future.
We have recently taken on a partnership with Test Valley Community Services and Age UK called the Older Persons Community Independence
Service (OPCIS) this not only provides a new funding stream for the bureau but also provides an add on to our service. This project is initially for
three years with a possibility of extending it to six.
We are committed to providing the government funded service Pensionwise in line with the guidance provided by Citizens Advice – this is a one
year funded project.
We will continue to take on new projects that meet with our aims to help more people, we will also reduce the financial risk to the Bureau by
adopting full cost recovery and, will broaden our funding base. This, in turn, may increase the prospect of sustained employment for staff giving
stability and continuity to the service.
The bureau is committed to the implementation of Adviceline in 2016 (as guided by Citizens Advice)
We have implemented email advice and will continue to provide a service to the community via our Outreach service, bureau, telephone
and home visiting where appropriate
With the trend of an ageing population in Test Valley, Outreach Sessions and home visiting will become vital to allow access for all.
10The Bureau is committed to providing a service that is accessible to everyone, both users and bureau workers. We use data and information
gained from various sources including community profiles and client feedback to enable us to work towards providing services to hard to reach
people within our communities including the most vulnerable and those who are, or risk being, socially excluded.
We already provide outreach services at King Arthurs Hall, Whitchurch Town Hall and North Baddesley. With the population in St Mary’s
ward set to increase by 2018 especially for the age group 20-29 there is a real need for our Outreach service to continue to support that
area.
We already provide a home visiting service for those who are unable to attend our offices in both Romsey and Andover
We need to raise our profile in the Stockbridge, Broughton and Kings Sombourne - areas where there is the highest proportion of over
60’s living
We need to work in partnership with other community organisations to establish how we can best provide services to newly arrived
migrant workers and their families, an ever increasing population
We have now invested in a kiosk at the Andover office to allow easy access for clients without computers at home or for use at busy
times. The kiosk service translates into 64 languages.
We are committed to providing translation and interpretation when required for clients including British Sign Language.
The Bureau provides training in Equality and Diversity, which is open to all workers to undertake and is part of the Generalist Adviser
Certificate training
Equal opportunities are at the heart of everything we do and are reflected in our service provision, recruitment procedures and the work
we do in partnership with others.
We have now applied for the Advice Quality Standard with Casework in debt and employment. This will strengthen our position as a key
advice provider in Test Valley.
We are already working with Citizens Advice Hampshire who are committed to working together with the bureau towards a fairer society,
and to collectively deliver quality services with shared goals and priorities. This work will continue and together with other bureau in
Hampshire we will look to ensure best practice is adopted to make Citizens Advice the preferred advice provider in Hampshire
11Promoting the service in the community
We recognise that we need to continue to promote the services we offer to the local community, our funders and other partners. The idea of
helping our local authority partners to meet the aims and objectives in relation to social cohesion as set out in their community plans is the
cornerstone of the strategy. We aim to be a voice that can be heard and trusted and that can help inform the development of Research and
Campaigns both locally and nationally.
We are very active in research and campaigning and reporting to our national office. At a national level Citizens Advice have been very
successful in changing laws and influencing new parts of legislation before it is formally passed - We have contributed to this.
In addition, we recognise the need to promote our services to the community, to funders and to partners particularly to those groups we are not
reaching for whatever reason - this will be achieved by use of the written word, broadcast and social media in the local area.
12Summary
The Business and Development Plan has examined the profile of the community, compared it with the profile of clients using the Bureau,
introduced evidence of client need and produced an analysis of the service that the Bureau should be providing. The analysis has taken into
account the needs of the community as expressed in Local Authority plans and strategies and tailored our services to help meet those needs.
The resulting aims and objectives have been clearly set out above as have the developments needed to achieve them. Considerations of
governance, finance, equality and risk have been taken into account to produce the plan.
Set out below is an action plan, in table form, to implement the developments needed to achieve the aims and objectives over the period 2015 to
2018.
13Action Plan
We have identified a number of Actions against which progress on achieving our Strategic Objectives will be gauged. These can be
categorized as:
Business as Usual – Maintaining and preserving what we do now
Service Development – developing our existing service experience
Innovation – looking forward to what we should be doing
14The Plan
1. Developing Access to advice and ensuring a quality of advice and information is maintained
No Action By Whom By When Review
1.1 We will improve the telephone advice we give clients, allowing better access to our CO/Operations Early 2016 Jun 2016
services. We will achieve this by implementing Adviceline Manager
1.2 Our case recording will be improved by the adoption of the new case recording system CO/Operations 2017 6 month
as per Citizens Advice guidance (post Petra) Manager review
1.3 We have looked at the needs of our clients and will consider opening an extra session in CO/Operations 2016 6 month
the Andover office on a Friday morning Manager review
1.4 Continue to provide inclusive, quality services to achieve fairness and equality in access CO/Operations Ongoing 6
to advice and non-advice services. We will do this by recording ethnicity and disability. Manager monthly
We will record numbers and types of discrimination enquiries, include it in casework and review
represent it within Petra
We will maintain bureau awareness of Equal Opps issues and policies through training
and staff meetings
1.5 We will maintain audit standards by using the recognised Citizens Advice Performance Operations Feb 2015 Monthly
Qualification Framework model Manager/staff and ongoing review
ongoing
1.6 We will continue to promote Research and Campaigns as an equal aim of the Bureau’s Operations Ongoing 6 month
work. Manager/ASM review
We will undertake an audit and regular self-assessments to ensure targets are achieved.
We will look at appointing a trustee to have responsibility for Research of Campaigns
1.7 We will run effective, inclusive campaigns, and achieve equality/fairness in coverage of Operations Ongoing 6 month
equality issues in national and local Research and Campaigning work in order to Manager/ASM review
promote equality and tackle discrimination and disadvantage.
151.8 We will apply to the Advice Quality Standard for a casework qualification in Debt and CO/Operations July 2015 Annually
employment Manager
162. Developing partnerships and good public relations
No Action By Whom By When Review
2.1 We will promote the services we offer to the local community, our funders and other Trustees/CO/ Ongoing 6 month
partners – we will do this by Staff review
- carrying out stakeholder mapping exercises to ensure we remain inclusive
- producing press releases on local issues via our website social media and local
publications
- inviting influential local people to address the Bureau AGM
- producing a media friendly Annual Review to complement the Annual Report &
Accounts
- giving talks to interested local groups.
- networking locally to help make useful connections and raise the profile
2.2 We will continue to support and working partnership with Citizens Advice Hampshire to Trustees/CO Ongoing Annually
make Citizens Advice the preferred advice provider in Hampshire
173. Developing sustainable services and ensuring we have an effective resource strategy
No Action By Whom By When Review
3.1 We will review our resources and structures to achieve a financially stable Bureau Trustees/CO On-going Annual
working in co-operation with our partner local authorities review
This includes taking on projects that meet our aim to help more people and reduce the
financial risk to the Bureau by adopting full cost recovery and broaden our funding base
3.2 Build on relationships with our local authorities and demonstrate that we are working with Trustees/CO 2015-2018 Annual
them to achieve mutual aims and to improve our service. review
This is done by reporting on our Performance Targets every 6 months
3.3 Negotiate new service level agreement post 2018 for funding from the Local Authority Trustees/CO 2018 Annual
Maintain a prudent level of unrestricted reserves and provide a budget forecast for the Annual/ review
future of the service
184. Ensuring good governance
No Action By Whom By When Review
4.1 We will continue to meet the requirements for the Charity Commission, Companies Trustees/CO Ongoing Ongoing
House, data Protection and the Financial Conduct Authority
4.2 We will annually review the membership of the Board and ensure they are engaged and Trustees/CO October 2015 Annual
effective. A rolling re-appointment will take place at the AGM review
4.3 The Health and Safety Committee will ensure the safe and secure services for Trustees/CO Ongoing Annual
volunteers, staff and clients at both office are provided review
4.4 We will review and maintain policies and procedures annually as per BMIS Trustees/CO April16 Annual
recommendation review
4.5 The Trustees will address the premises issue in Andover and seek to relocate the office Trustees/CO Dec 16 2017
to suitable offices which are fully accessible to all at the end of the current lease
4.6 To make adequate provision for crises and emergencies, and ensure that major risks Trustees/CO Oct 15 Annual
have been identified and reviewed, and that systems have been established to mitigate review
them.
19Budget Appendix A
2015/16
Income £
TVBC Grants (inc Salaries, rent and revenue) 252,718
Other income
Fundraising and grants 8,000
Basingstoke and Deane BC 3,000
Whitchurch Welfare Trust 500
Rental Income 480
Pensionwise 6,100
ASTF (Big Lottery)* 8,209
Healthwatch Hampshire 5,000
OPCIS (Hampshire County Council)** 2,600
TOTAL INCOME 286,607
Expenditure
Salaries, Rent and Parking permits 217,851
Other Staff Costs 5,335
Volunteer expenses 16,400
IT Costs and Citizens Advice 14,338
Premises Expenses 12,600
Office expenses incl postage 8,100
Admin expense incl government costs 3,980
TOTAL EXPENDITURE 278,604
SURPLUS/(DEFICIT) 8,003
* ASTF – Advice Services Transition Fund
**OPCIS – Older Persons Community Independence Service
20Equality and Diversity Strategy Appendix B
It is the intention of Test Valley CAB to ensure the Citizens Advice equality strategy, Stand Up for Equality (SU4E) directly
influences our Service Delivery and HR work. The following indicates the key areas within the core Business Plan where activity
will be focused, and where existing work is already taking place to progress the following three SU4E target areas.
Target area 1: Challenging discrimination through advice
Target area 2: Promote equality through advocacy
Target area 3: Value diversity through our roles as employer, volunteer agency and contractor.
21Organisational Structure Appendix C
Trustee Board
Chief Officer
Operations Manager
ASM* ASM
(A) (R)
Training
officer
Volunteer ASS**
Employment Volunteer ASS
specialist Outreach
co-
Bx ordinator
Admin
Volunteers Volunteers
*ASM – Advice Services Manager
** ASS – Advice Services Supervisor
22Advice Needs Analysis Appendix D
Age
a. 2011 census figures show that in line with the rest of the country, most growth in the population of Test Valley has been in
the oldest age groups. However in some wards, large housing developments have seen families moving into the area, thus
bringing down the average population age for those areas of the Borough.
Population forecasts based on 2014 figures show that this increase is predicted to continue, with 65-84 year-olds increasing
by 15% (+3,200) and over 85s by 47.3% (+1,600) by 2021.
The living arrangements of the elderly are divided between private homes and communal facilities. The vast majority of
elderly people in the Test Valley are in private households – mainly owned or if rented, social housing. There are more
couples - due to the improved mortality in males - which in turn means there are fewer widows. A large proportion of the
elderly population, however, do live alone, which has implications for isolation, health and care issues.
There are areas of Test Valley with higher numbers of elderly these are Abbey and Tadburn in the South and the Charlton in
the north younger sectors of the population and the elderly are more likely to be home-owners. By 2018, it is forecast that
Broughton & Stockbridge will have the highest proportion of over 60s followed by the Andover ward of Charlton.
The impact of an ageing population is reflected in the housing, health, requirements of an area. The ageing population in
these particular areas could have implications for service provision in the future.
24% of the clients seen by TVCAB have been in the 60+ age grouping, we have also seen 18% of under 25’s. We currently
only see a small percentage of clients from the Stockbridge and Broughton area so these statistics show we will want to
improve our presence in that area over the next 3 years.
b. Census figures show that there had been a decrease in the percentage of working age population, 16-64 yrs, in Test Valley
from 64% in 2001 to 62.7% in 2011. This was accounted for by a particularly large decline amongst young adults aged 25-
39. However, recent predictions indicate that the working age population of Test Valley is set to increase slightly between
2014 and 2021 by about 1.5%.
A few wards within the Borough have a significantly younger age profile and a higher proportion of working age people. The
most significant ‘younger’ wards are Romsey Extra and St.Mary’s in Andover. Both these wards currently have large
23housing developments being built and more are planned. The majority of these are family homes, with a mix of properties
for social rent, ownership of shared ownership, thus being more affordable to younger people.
St Marys and Alamein wards are a busy catchment area for TVCAB and we have seen the majority of our clients from these
areas with 21.6%, this highlights the difficulties associated with large social housing areas
The age structure of Andover is significantly lower than in Romsey, with a high proportion of the population in the 15 to 34
age group. By 2018, St.Mary’s Ward is predicted to have the largest ward population in Test Valley – approximately nine per
cent of the total population, and the largest group will be 20 – 29 year olds. St Mary’s alone makes up 10.4% of our client
base
The northern Test Valley wards of Penton Bellinger and Over Wallop also have younger, more transient populations due to
the presence of the army. We may see this change with the re-settlement to the UK of the armed forces, and the increase in
housing being made available for them currently these areas attract just 1.6% of the client base
c. The number of families in Test Valley (households with 1(+) dependent child) totalled 14,090 which accounted for almost
30% of households. In northern Test Valley, 30% of all households have at least one dependent child (compared with
28.8% in southern Test Valley). In northern Test Valley, there is a higher proportion of households with cohabiting couples
and lone-parents, and a lower proportion of those with married parents. Population projections show an increase in the
number of children in the Borough, and if past trends continue, this will also see a notable increase in the number of lone
parents.
d. Census data for 2011 showed there were 5,500 households in Test Valley where the head of the household was under 35,
and this is projected to increase by a further 900 by 2031. Indications are that this population sector is disadvantaged in
Test Valley, with a reliance on rented accommodation and high levels of unemployment. Housing options for the young are
more limited, as a result of: lower household incomes; high deposit requirements; ineligibility for social housing; Local
Housing Allowance being capped at the cost of a room in a shared house for under 35 year olds; and un-affordability of
owner-occupation. 28% of our client’s fit the under 35 category so again this is reflective of the statistics
A trend seen currently in Test Valley is for young people to move in with, or continue to live with their parents. The census
showed that in 2011, some 9.3% (4,442) of households in the Borough had non-dependent children – with a higher number
of them living in southern Test Valley.
24A study in April 2013 by Sheffield University into the impact of Welfare Reform changes showed that in Test Valley of the
1,100 households with Housing Benefit (for social housing) and Local Housing Allowance (for private rent) claimants, almost
30% had ‘non-dependent’ deductions from their benefit.
Ethnicity
a. According to the 2011 census, 92.6% of Test Valley’s resident population were of the ethnic group ‘White British’, but those
in other ethnic groups increased from 4.3% to 7.4% from 2001. Although still small, it should be noted that whereas the
white British population increased by 2.5% between 2001 and 2011, all ‘other’ groups combined increased by 95% over the
same time period. Thus, ‘non white-British’ residents accounted for 60% of the overall population increase in the Test
Valley. In numbers of people, the biggest increase was seen in the ‘white’ other group (which includes Eastern European
migrants).
In 2011, the White Gypsy or Irish Traveller population accounted for 0.1% of population in Test Valley. The vast majority of
the population in Test Valley (97.2%) also spoke English as their main language. The most common other main languages
were Polish (0.5%) and Portuguese (0.2%).
TVCAB have seen 82% of the clients who put themselves in the ‘White British’ group the next two highest categories were
‘White English’ (5%) and ‘White Other’ (6%), the most common languages at the bureau are Polish and Portuguese in
keeping with the national stats
b. Census figures have shown that Test Valley has a high level of migration compared to the average for the country. A higher
than average proportion of residents move both into (from UK and outside the UK) and out of the area.
The proportion of the working age population who were overseas nationals registered for National Insurance in Test Valley
was 0.56% in 2012. This is much lower than the figure for the South East (1.21%) and reflects the average level of
immigration by national standards.
Mosaic Groups
Mosaic Groups are classifications for different types of households. They reflect the diverse nature of people living in an
area by showing their typical household composition, attitudes, and how they like to communicate and receive information.
This information enables better understanding of what the priorities of local people might be, and how they prefer to engage
with services.
25Households in Test Valley were classified in 2011 as one of 15 different Mosaic categories. Just over half of all the
households in Test Valley fall into one of the following four categories:
Group B (11.3%) - Residents of small and mid-sized towns with strong local roots.
Group D (18.3%) - Professionals living in suburban or semi-rural homes
Group E (10.3%) - Middle income families living in moderate suburban semis
Group F (11.9%) - Couples with young children in comfortable modern housing
Groups M-O indicate households that are more likely to have a greater demand for services to support them to live
independently, highlighting potential levels of vulnerability. 7.5 % of households in the Borough fall into these three groups.
Group M (4.7%) - Elderly people reliant on state support.
Group N (0.8%) - Young people renting flats and social housing.
Group O (2%) - Families in low-rise social housing with high levels of benefit need.
Characteristics of the mosaic groups can give insight into what concerns residents of a certain area and how they like to
communicate.
Housing
a. According to the 2011 census, there were 49,143 households in Test Valley – a rise of eight per cent since 2001. Owner-
occupied housing accounted for 71% of the housing stock in Test Valley, social-housing accounted for 15% and privately-
rented for 13%
There is a gap between the relatively high price of houses in Test Valley (average in March 2013 £278,205 compared to
national average of £175,000 and regional average of £273,766) and relatively low incomes. There is a great deal of
premium housing in the villages and hamlets with high income/high equity owners. Thus, a large proportion of Test Valley
residents are unable to access open market housing – particularly in rural parts.
Differences exist between the housing market in the Romsey area to that of the Andover area. The Romsey local housing
market functions mostly for local people with a small number of incomers from Southampton looking to upgrade, and
Winchester by those who cannot afford to live there. First-time buyers who can’t afford Romsey prices seek housing in
Totton, Southampton and Eastleigh – although Valley Park has attracted younger buyers in recent years. In Romsey there
26is significant competition for smaller properties with private landlords looking for investments. In recent years there have
been instances where new-build blocks of flats have been purchased en-bloc by landlords.
Andover has comparatively low levels of owner-occupied properties, although more incomers are attracted to the area, as it
is closer to Basingstoke, Salisbury and south west London and the housing stock offers incomers considerable value for
money. There is a lot of landlord investment in Andover for lower-priced properties.
b. Test Valley Borough Council is committed to increasing the availability of social housing and has set in its Housing Strategy
that it will negotiate affordable housing rates of 40% at sites of 15 or more new dwellings; 30% 5-9 new dwellings; 10% for
sites of 1-4 new dwellings within the Borough.
There have been several major changes recently, which have affected social housing. The Localism Act (2011) and The
Welfare Reform Act (2012) introduced a number of reforms/changes which affect the provision of social housing tenancies.
c. Providing new housing and ensuring that an appropriate proportion of the housing is affordable are both important issues for
the Borough. Based on Census figures for 2011, it is projected that there will be an increase of 7.6% in the number of
households (or 3,613) in the Test Valley by 2021.
Data on overcrowding is available from the 2011 census, and shows that Test Valley experiences very low levels of
overcrowding (in all households) across the borough although there are higher levels in Andover, which are similar to the
average for the country. However, under-occupation is a significant issue with 77% of households having an excess of
space for the number of residents.
Health
a. One of the aims of TVBC’s Community Plan is to “promote and improve the physical, mental and social health and well-
being of the residents of Test Valley” and the health of the residents of Test Valley is generally better than the average for
the country. Infant mortality is very low; life expectancy for both men and women is higher than the country average;
deprivation is low - although in 2011 2,440 children lived in poverty. Census data for 2011 shows that across Test Valley,
23% of households contain someone with a long-term health problem and 15% have a disability.
TVCAB statistics show that 21% of our clients recorded themselves as having a long term health condition and 11% were
disabled.
27It is estimated that the number of people with a long-term illness or disability in Test Valley will increase by around 8,300
(+48%) by 2031. All are expected to be over 65 years old - so over half of all projected population increase will have a long-
term illness or disability. Data from the Projecting Older People Information System (POPPI) also estimates that for people
over 65, the incidence of dementia is estimated to increase by 123% between 2011 and 2031 and mobility problems by 98%.
A 173% increase in the population aged over 85 is predicted from 2011 to 2031 and census data suggests that 82% of this
group have some level of disability.
This will impact on the requirement for sheltered, extra care and residential care housing as those with long-term health
problems and disabilities are much more likely to be in communal living arrangements as they have specialist housing
needs.
b. Official Labour Market Statistics show that in August 2014, almost half (47.5%) of all working-age benefit claimants in Test
Valley were claiming ESA or Incapacity Benefit. This accounted for 3.5% of the working-age population of Test Valley. In
comparison, those claiming Job Seekers Allowance accounted for just 0.7% of the total working-age population in Test
Valley. 1.2% of the working-age population in Test Valley claimed disability benefits of some kind.
28% of the issues we dealt with at TVCAB were benefit related in some way this amounted to 3167 advice events of these
384 related to ESA and 493 to Personal Independent Payments, Attendance Allowance or Disability Living Allowance
c. Studies into the impact of Welfare Reform changes, suggests that in Test Valley 600 households with DLA claimants and
1,000 households with Incapacity Benefit claimants are affected by the changes to these working-age benefits and that this
will result in a combined estimated loss of £6,000,000 per year in benefit.
Deprivation
Overall, the Borough is an affluent area, and is not considered deprived on a national scale. Test Valley scores particularly
low in Employment, Health and Income. However, there are significant differences between the wards and within some there
are pockets of deprivation.
Evidence from the Andover Food Bank, which fed 4.8% of the population of Test Valley in 2014, saw highest demand from
the Andover and Romsey wards which are shown to have areas of deprivation: Alamein (31.88%), St.Marys (17.44%),
Winton (10.25%), Abbey (7.37%) and Harroway (5.44%).
Test Valley CAB was the second highest issuer of food boxes issuing 11.35% of the vouchers
28There is a low crime rate in Test Valley, and the majority of crime types continue to fall. There are occasional occurrences of
crime and anti-social behaviour that occur in some areas more persistently than others
Transport
TVBC’s Community Plan aims to ensure a ‘sustainable, efficient and integrated transport network, which is based on the real
needs of local people and visitors’.
The rural nature and relative wealth of most of Test Valley is reflected in high car ownership rates. The 2011 census
recorded 13.5 % of households without a car. High ownership rate is reflected in the high use of cars for travelling to work
(72.4%) – particularly in southern Test Valley, and the low number of residents using public transport (5.7%). The majority of
journeys are made by car, with parts of Andover having a greater reliance on public transport. A distinctive feature of
Andover is its high level of self-containment, with 70% of the residents living and working in the town, whereas Rural Test
Valley has the highest level of out-commuting.
Public transport in some rural areas of the Borough is very limited – buses only running a couple of days a week - and
getting to and from meetings, doctor’s surgeries, shops, employment, entertainment etc is a problem for anyone who cannot
easily access public or private transport. Those particularly affected include young people, those with disabilities, older
people and young families who all live throughout Test Valley. Community transport schemes play an important role in
providing access to key facilities and destinations for those with limited or no access to a car. Throughout the Borough,
there are a number of council-backed transport schemes (Dial-a-Ride, Test Valley Community Transport Scheme, Cango
and Taxi share/Car share) and neighbourhood groups who provide transport for qualifying, disadvantaged residents. These
schemes operate from the remotest rural areas right to the heart of Romsey and Andover, although some are just for
medical appointments.
Economy
a. Test Valley is a prosperous and attractive place to live and work, with a relatively low number of people out-of-work. The
overall picture is positive, although there are disparities within the Borough. The economy of Test Valley has performed well
in recent years, with a significant contribution being made by residents who work elsewhere.
The main sectors of employment are: distribution, hotels & restaurants; banking; finance & insurance, and the health sector.
The economic structure of Test Valley is dominated by Public Services (20% of employment) and Professional services
29(19%). The Borough has a comparatively high reliance on manufacturing compared to Hampshire and also a higher level of
employment in public administration (e.g. local government). The funding outlook for the latter and the general national
decline in the former may result in economic risks for the Borough in the future.
Rural Test Valley has the highest out-commuting rate, and a smaller workforce and business base. However, the rural
economy continues to diversify in response to changes in the agricultural sector with tourism having an important impact.
b. The skills profile of residents in Test Valley is slightly above that in Hampshire and South East averages, and in the main is
relatively high. In 2014, of those Test valley residents who were employed, 54% were in high level occupations. Residents
in the rural areas have a particularly high occupational profile, which is in line with the affordability of properties. Average
earnings are slightly lower than those for Hampshire and the South East.
Test Valley Borough Council have recognised the need for future employment and this has been incorporated into the Local
Plan with proposed land at new housing developments being earmarked for light industry to complement the new
neighbourhoods and promote living and working in close proximity. This should enhance the range of employment
opportunities in Romsey for new and existing residents. In line with the planned new housing in Test Valley, it is estimated
that such schemes will generate 439 more jobs per annum.
c. Unemployment in the Borough rose as a result of the recession from a level of around 3% to a peak of 4.6% in 2010. The
Borough fared slightly better than the country as a whole, being more resilient to the economic downturn, and unemployment
has broadly been stable since.
Across the country since 2012, the rate of sanctions to work-related benefit claimants has more than doubled for those
claiming Job Seekers Allowance and increased threefold for those on Employment Support Allowance. Research
commissioned by the housing charity Shelter in March 2015 showed that sanctions to jobseekers allowance claimants in
Test Valley was nearly twice the average for the country and the second highest local authority. It recorded sanctions at 12
per 100 claimants per month (closely followed by Southampton at 11.9). Sanctions can result in benefit payments being
stopped from four weeks up to three years, depending on the reason and number of times a claimant has broken the rules.
In two years, 1,150 claimants had been sanctioned in Test Valley.
Evidence suggests that sanctions could increase people’s risk of becoming homeless, leaving them struggling with debt and
without enough money for food, rent and heating.
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