0101 Annual Report and Accounts

Transcription

1 0101 Annual Report and Accounts

2 Promoting the Well-Being of all Older People Helping to Make Later Life a Fulfilling and Enjoyable Experience Over 10,000 enquiries for Information and Advice Since taking part in the In Touch Computer Project I can connect with friends, family, or people with similar interests and I can also get access to products, services and information on any subject It was nice having someone to talk to and find out what is going on in the outside world I think Age UK (Wolverhampton) is a very good place to volunteer. Staff members are good to work with. I feel it is the best voluntary job I have ever had. I enjoy volunteering for Age UK Wolverhampton. I feel a part of a team and enjoy helping older people. 1

3 Contents Page Chairman s message 3 Chief Executive s message 4 Our strategy and plans in Planning for the future 16 Financial Review 17 Audited Accounts 22 Age UK Wolverhampton Trustees and Advisers 36 2

4 Chairman s message Firstly I would like to welcome you, on behalf of my fellow trustees, to our annual report for the year ending 31 st March During the year Su Pascoe, our Chief Executive, advised us that, following her husband s retirement from the RAF, they would be relocating to Wales and consequently she would be resigning. I would wish to place on record my personal thanks and those of all at Age UK Wolverhampton for the enthusiasm and hard work she brought to the role. Informing us early of her decision enabled us to carry out a thorough and successful recruitment process for her successor and I am most pleased to welcome Rosie Paskins as our new Chief Executive. In 2010 the Trustees took the decision to enter into a Brand Partnership agreement with Age UK, the national charity, and whilst continuing as an independent local charity serving the older people of the City of Wolverhampton, we will be strengthened by working in partnership with our national colleagues and our fellow Brand Partners. Going forward we shall be known as Age UK Wolverhampton. The Trustees are most grateful for the continuing support of all of our funders, be it major organisations such as the City Council, PCT or Lloyds TSB or the many individuals who support us through our trading activities, such as insurance, or by legacies and donations. I am particularly grateful for the continuing level of support from the City Council in these difficult times. During the year we have worked in partnership to create a new agreement which will enable us to develop services for increased numbers of older people aimed at supporting them to maintain their independence. Last and by no means least I would like to thank all the staff for their hard work and in particular the volunteers, who give of their time so generously, and, without whom the work of Age UK Wolverhampton would not be possible. May I also express my gratitude for the time and support given by my fellow trustees during the year. Nick Pigott Chairman 3

5 Chief Executive s message I am delighted to have this opportunity to thank the trustees, staff and volunteers who have made me so welcome at Age UK Wolverhampton since I joined in May Pulling together this annual report has reinforced my initial perceptions that their concerted efforts make a significant improvement to the lives of older people and carers in Wolverhampton. It is very clear to me that the support of the volunteers, including the trustees is invaluable, and we literally could not manage without them. I should also pay tribute to my predecessor, Su Pascoe, who ensured that Age UK Wolverhampton is in good shape, and that I have a strong foundation on which to build. This report sets out a number of achievements, of which we are rightly proud. It is difficult to know which to highlight, but one that I think we should do more to celebrate is that the advocacy team secured over 500,000 of additional benefits for our clients. This is a considerable achievement for a relatively small team and they are to be congratulated on this significant contribution. I am pleased to report that Age UK Wolverhampton has been externally assessed as meeting the standards of ISO 9001, an international benchmark of quality. This is a very positive step forward for our charity to achieve this standard. It demonstrates our commitment to our Customer Care Charter, and will provide us with a process for continual improvements when providing our service users with the best possible service. Much of this report, by its nature, is retrospective, but we ignore the future at our peril. There are significant pressures on the way we operate, which will no doubt mean changing the way we deliver services. I am keen that we develop our services to be more flexible and responsive to the needs of our potential customers. I would like us to become the first port of call for everyone in Wolverhampton who is a carer for an older person, or is themselves an older person, so that we can offer information, advice or act in a way that maintains the individual s independence and prevents isolation. Rosie Paskins Chief Executive 4

6 Our strategy and plans in The purpose of Age UK Wolverhampton is To Promote the Well-Being of all Older People and to Help to Make Later Life a Fulfilling and Enjoyable Experience Our activity this year falls within the Strategic Priorities set by the Trustees for 2008/11, which are to:- Enable Older People to Have a Voice Enable and Maintain Older People s Independence Increase and Improve the Experience of Volunteering for all Enable Older People to Assert Their Rights Increase Involvement in Campaigning Maintain Financial Sustainability Our achievements against these priorities are set out in pages 6 to 15. 5

7 Enable Older People to Have a Voice Much of our work to enable older people to have a voice involves work in partnership with key organisations within the City of Wolverhampton, where we speak up on behalf of older people in the City. These organisations include:- Wolverhampton City Council Wolverhampton Primary Care Trust Wolverhampton Voluntary Sector Council Wolverhampton Network Consortium Wolverhampton Volunteer Centre Over 50s Forum HOPE a Community of Interest organisation (Helping Older People Engage) Bereavement Services WCC Cruse Bereavement Wolverhampton Citizens Advice Bureau Wolverhampton Safeguarding Adults Board Older Peoples Strategic Partnership Board Link We also attend various events to promote the needs of older people, and during the year have spoken at: Al s Café Penn Friendship Club Compton Hospice St Andrews Parish Church Wolverhampton Healthworkers Fellowship 6

8 Enable and Maintain Older People s Independence Many of the services we provide enable and maintain older people s independence. A brief summary of our activity in is set out below. Telephone Support We provide regular weekly contact with housebound older people, and refer people to other services if appropriate. This service, which is fully provided by Volunteers, is very much appreciated by the older people. Over 7,000 calls were made during the year, and volunteers gave over 380 hours of their time to this service. We are developing this service to include:- In Touch where people are networked by computers and have access to the internet and e mail. Initial progress is very positive, with feedback including comments such as:- Since taking part in the In Touch Computer Project I can connect with friends, family, or people with similar interests and I can also get access to products, services and information on any subject Telephone Buddying where we put older people in touch others who have similar interests or experiences and they make contact via telephone as and when they wish to. Visiting and Befriending We offer one to one home visits made by Volunteers. These visits can be short-medium or long term depending on the older person s need. It is a service that is much appreciated, as can be seen from the feedback from some of those visited. It was nice having someone to talk to and find out what is going on in the outside world Loved to see my visitor and it made me feel better health wise It helped to pass the time and made me feel less lonely; and it was nice to meet someone new I liked my visitor very much and could tell all my troubles to her 7

9 The aim of the visit is to ensure contact, support and assistance in times of significant life changes. For those being discharged from hospital it provides a safety net to ensure progress is maintained; and it helps accurate and timely signposting on to other services within or external to Age UK Wolverhampton. 671 visits have been undertaken this year, which represents a 4% increase in service over the previous year. The befriending service has made a difference to Mr G, aged 64, who lives alone. He felt very lonely and unable to get out due to a major stroke. He was unsteady and could barely walk and had had lost his confidence because of the stroke. He was then introduced to a volunteer visitor who visited weekly and helped to build his confidence. He was very happy with the visits and explained how the volunteer had a calming approach, boosted his confidence and was not pushy. Through the involvement on the service we were able to inform him of a local art & craft centre and he now attends a day centre twice a week where they also do art & craft activities. Friendship Club The Friendship Club provides an opportunity for older people who are recovering from personal trauma to meet and socialise in order to resume an independent and active life. The Club meets once a week in the Hayward Restaurant at Hupton House and up to 17 people have attended this year. Luncheon Clubs During , we ran or supported some 34 Luncheon and Drop In centres. These Clubs, spread across the City, provided important social opportunities and activities for over 200 people per week. From April 2011, reflecting changes brought about by the Active Older Peoples Fund, whereby to be eligible for funding the Clubs we supported had to demonstrate independence, most of these groups have become independent, so that we now have 4 luncheon clubs that we run. 8

10 Shopping During we offered a weekly shopping service to various supermarkets (Morrisons in Pendeford and Bilston, Sainsburys in Wednesfield, Asda in the city centre and Waitrose in Penn Road). As well as providing the opportunity to buy provisions, the trips were also a social occasion. 170 people were registered to use this service during Transport During , we provided transport for people attending Luncheon Clubs and our Shopping service, through our fleet of 4 buses operated by our team of drivers and escorts. Over 8,000 trips were made during the year. Safety Support We help maintain people s independence through the provision and fitting of smoke alarms, window locks and other small security fitments such as key safes, door intercoms, and carbon monoxide detectors. In , 225 people used this service, receiving over 350 different safety items. Supportive Hospital Discharge We offer a take you home service from New Cross Hospital for older people who are assessed as low-risk. We settle them safely in their home and follow up by home visit or telephone call to ensure that all is well. In the service was offered to 968 people, of whom 966 were taken home. The Supportive Discharge Service first came in contact with Miss A about two years ago. She is one of our younger clients as she is only 58 and has a serious ongoing health problem. She is in a lot of pain before and after the treatment, and unfortunately the prognosis is not good. When we first introduced ourselves to Miss A and offered her free transport home, she was very much on her guard towards us and our service and turned down our request for us to look at her medical notes. Naturally, we respected her privacy. With time, we have gained her trust and she now requests our service every time she is being discharged from hospital following treatment. She is a very private person but we have gained her confidence. She has started to let us do some shopping for her and, on a few occasions, invited us into her house. We felt privileged by this as she is not keen for people to see inside her house-because of her illness, she cannot keep it as tidy as she would like. Her visits to hospital are becoming more regular and her condition is declining. Miss A has refused palliative care and receives minimal support from any other service. The regular assistance received from our service gives her some support and comfortable transport home. 9

11 Supported Holidays for frail older people We offer the opportunity to go on holiday to people who might otherwise be unable to do so. The cost of providing support volunteers is funded through fundraising and appeals. In we took 13 frail older people on holiday to Llandudno. Word of Mouth We assist in producing the Word of Mouth Traders list which consists of traders and services recommended by previously satisfied customers; this is regularly reviewed and updated. Wills Service We offer a Will Writing Service, which is provided by an independent professional through pre-booked appointments, for a relatively low fee. 402 people enquired about and made use of this service in Tax Help Service We also offer the provision of free tax advice by volunteer qualified accountants, and arranged through a tax charity. 80 people were able to make use of this service during the year. 10

12 Increase and Improve the Experience of Volunteering for all We could not undertake all the work we do without the magnificent support of our volunteers. They cover a range of activities, from ironing to insurance and IT, and collectively provided over 29,300 hours in This contribution can be valued at some 248,000. Volunteering is not free however, and it is estimated that the organisational costs associated with volunteering are 64,000. During the year we were fortunate to secure funding from Lloyds TSB for a volunteer development manager who took up post in October As an organisation we have benefitted through having a member of staff who has been able to focus on Volunteering. This has provided us with an opportunity to carry out an overall review of how we recruit volunteers and support them within their roles. The key outcomes we hope to achieve over the next two years are to improve the quality of volunteering and therefore the services provided through working with volunteers for all ages and across all communities. We have implemented changes to coordinate a more effective process improving the overall volunteering experience for over 180 people who worked as volunteers for us during the year. Some of these volunteers are also beneficiaries. We have made significant progress already, and some of the highlights are: The volunteer development manager has introduced a service induction into some of the service areas within the organisation (others are planned). This has ensured that volunteers are inducted quickly into each service area, in addition to attending the Age UK Wolverhampton induction day held quarterly. We have organised 4 Age UK Wolverhampton volunteer/staff induction days called getting to know Age UK Wolverhampton and 35 people attended these events. These induction days provide volunteers with a greater understanding and awareness of the organisation, the services we provide to our service users, the importance of volunteers and safeguarding vulnerable adults. Since September the volunteer development manager has arranged 42 individual volunteer meetings which have consisted of volunteer service inductions and service trials. These have allowed us to ensure that volunteers joining a service can experience what their volunteering role will entail to make sure they are suitable for the role and are happy to continue. The age range of volunteers is between 16 and 85 years of age and from the current 106 volunteers, 37% are from black and ethnic minority groups. Y, a new volunteer who recently retired from the Police Force, says she enjoys volunteering because it gives her the opportunity to maintain contact with the public and assist them in any way that she can, as she feels she still has a lot to offer. She chose Age UK Wolverhampton because, as a Police Officer she dealt with many vulnerable older people, and wants to continue in that vein. 11

13 Our volunteers tell us that they are very happy to be with us. I enjoy volunteering for Age UK Wolverhampton. I feel a part of a team and enjoy helping older people. I am very grateful to Age UK for giving me the opportunity to do something good for the community and to keep busy. I enjoy my voluntary role very much. I look forward to socialising with the groups that I teach. They make me very welcome and valued. This organisation thrives because of its volunteer s dedication to care for others. It is the standard by which all public sectors work should be undertaken. I think Age UK (Wolverhampton) is a very good place to volunteer. Staff members are good to work with. I feel it is the best voluntary job I have ever had. Age Concern Wolverhampton attended the volunteer event at New Park Village Community Centre to help promote volunteering opportunities to the local community. Photo courtesy of the Wolverhampton Express and Star 12

14 Enable Older People to Assert Their Rights Older people are often unaware of what they are entitled to, and even when they do know, they are afraid to speak up for their rights. Our flagship service of Information, Advice and Advocacy is a free, impartial source of helpful advice targeted at over 50s, including carers of older people. It is available over the phone or at our main office in the city centre, as well as GP surgeries at Penn, Bradley and East Park. In , we received over 10,000 enquiries, from people calling in to our office in Hupton House, ing us or calling on the phone. We give general advice and also signpost people to support and advice from other organisations. Mrs F, an 80 year old with a kidney problem attends hospital for dialysis 3 times a week and also has dialysis at home. She is the primary carer for her 85 year old husband who has prostate problems and cancer. Assistance was required with a review form from the Department of Works and Pensions for her husband s mobility and care problems. She also needed assistance applying for Carer s Allowance which she was subsequently awarded and this led to an entitlement to a Council Tax discount. She was advised that she may qualify for Attendance Allowance in her own right as she was not well herself. We helped with the completion of the form and the claim was successful. Mrs F was very happy with our support in claiming these benefits as she felt overwhelmed with her own commitments and unable to address this situation alone. She can now continue to care for her husband without the worry and she has also been referred to a carer s support group who can support her as she continues to care for her husband. Our Advocacy service responded to some 1,800 issues in We support people with Welfare Benefits by seeing if they are eligible to receive such benefits and assisting them complete the necessary paperwork. In , we enabled older people and carers of older people in Wolverhampton access over 545,000 in benefits, of which over 470,000, a staggering 85%, will recur each year. A victim of fraudulent activity, Mr X had his bank card stolen by workman that had carried out work at his home. This 88 year old gentleman was living alone and had reported that he had had money taken out of his savings account without his permission and the bank had now placed a stop on his account. Mr X could not get any money and was exasperated and worried. Our enquiries on behalf of Mr X with the bank were unsatisfactory resulting in us initiating the bank s complaints procedure. This in turn resulted in the Mr X s account being credited in full with 9,900 to his obvious delight. He was then able to bring his finances up to date and felt that he had learned a very valuable lesson. 13

15 The service was assessed against the Community Legal Service Quality Mark and achieved provisional status in This was then audited in May 2011, and the service awarded full status, reflecting the high quality of service provided. We have undertaken customer feedback which shows a very high level of satisfaction, with 92.5% rating our service as 4+ (on a scale of 1-6, poor to excellent). Increase Involvement in Campaigning During we supported a number of national campaigns. Nationally, the More money in your pocket campaign helped older people claim over 100 million in benefits that would otherwise not have been claimed. In July 2010, the government announced an end to forced retirement as a result of Age UK's fouryear campaign against the default retirement age. Older workers will have the freedom to choose when they want to retire. This is a huge victory for anyone who is at risk of being forced out of a job because of their age. Over 80% of all NHS trusts in England have contacted Age UK to find out more about the Hungry to be Heard campaign to end the malnourishment of older people in hospital. Of these, 55% have made changes to ensure we get the food and help we need at hospital mealtimes. As part of the 'Cut Cake not Care' campaign, campaigners were asked to the Chancellor of the Exchequer George Osborne and ask him to protect vital care services for older people. Hundreds did so, and these efforts were rewarded when the Chancellor announced an extra 2 billion for adult social care in the Comprehensive Spending Review. 14

16 Maintain Financial Sustainability We need to ensure we have a secure financial base to underpin our primary purpose of promoting the well-being of all older people and helping to make later life a fulfilling and enjoyable experience. More details of our financial position can be found later in this report, but in summary, we increased unrestricted reserves this year from 435,000 to 558,000. The contribution from our trading arm was just under 27,000, based on the commission earned on insurance and the profits from our popular Hayward restaurant. This represents a fall from previous years, reflecting the current economic climate and the disruption caused by changes to bus routes outside our offices. Our insurance services have benefited many people in the City. Those who participate in the Supported Holiday for frail older people get their insurance from us as they are unable to get it elsewhere because of their age and frailty. Our policy gives them 10,000 each towards the cost of any emergency expenses arising from any medical problems that occur whilst on holiday, including assistance with transport home if necessary. Whilst talking generally to a family member about finance, a lady revealed that she was paying almost 800 for her home and contents insurance which was provided by her bank. We offered her a quote on a like for like basis and managed to save her 500 whilst also improving her cover. 15

17 Planning for the future Age UK Wolverhampton shares the vision of Age UK, of a world in which older people can flourish, and the Board is currently developing its strategic objectives for There are some 80,000 people aged over 50 in Wolverhampton, and we will focus on helping them maintain their independence, reducing their risk of isolation, supporting them through events which have a major adverse change in life and overcoming restrictions to accessing services and products. Our strategic objectives for the future with regards to the people of Wolverhampton are:- We will provide support to older people to reduce their risk of isolation and loneliness We will enable older people to achieve and maintain their independence We will enable older people to know and assert their rights and have access to quality services and products We will enable older people to have a voice that is heard We will reduce the negative impact of life-changing events on the lives of older people We have recently taken the difficult decision to stop the direct delivery of our transport services. We have found an alternative provider (Ring and Ride) who are able to offer our existing service users a cheaper and more flexible alternative. It is important that we help older people continue to go shopping and attend events, including luncheon clubs. We will support our existing clients in the transition to the new service to ensure they are able to maintain their independence. This has given us the opportunity to develop a range of new services for a much larger group of older people and the people that care for them. We will be developing these services in the coming year and will be consulting with the older people of Wolverhampton and carers to find out what they would like. We will be re-organising to reflect the new services offered during We will be looking to recruit additional volunteers and aiming to raise awareness of our services across the City. 16

18 Financial review A summary of the financial activities undertaken by the charity is set out below: Our expenditure over the year increased by 40,500, from some 739,500 (2009/10) to 780,000 (2010/11). The overall position at the end of the year is satisfactory with net income from unrestricted funds of 11,000. After an adjustment of 112,000 to decrease the defined benefit pension scheme liability provision (based upon advice from the Pension Actuary see note 21) there has been an increase in unrestricted reserves of 123,000. This leaves the level of unrestricted reserves at 558,000 at the year end. After allowing for tangible fixed assets this reduces group revenue reserves to 323,000. An amount of 18,000 has been designated for the In Touch Project for Reserves Policy The Trustees maintain a clear policy on reserves, preferring, where possible, to designate available reserves to new service delivery rather than cash accumulation at the bank (after due provision for all appropriate legal and commercial necessities). The Trustees are aware of the defined benefit pension scheme liability as detailed in the notes to the accounts and a provision of 65,000 has been set aside within the reserves. The Trustees are conscious that the future advice from the Pensions Actuary may, in the light of current market conditions, require an increase in the provision made and will bear this in mind when deciding on the use of unrestricted reserves. The current policy states that free reserves should not fall below the equivalent of 3 months total expenditure. Risk Management Policy All the major risks to which the Charity is exposed have been identified by the Trustees and actions discussed and agreed at appropriate Sub Committees and the Board Meetings which aims to mitigate those risks. Internal Control Risks: The risk of financial mismanagement and, in the extreme, fraudulent activity. These are minimised within Age UK Wolverhampton by having in place robust financial controls and policies and procedures for safe management of financial resources. 17

19 External Financial Risks: The largest risk identified has been the impact that a significant reduction in funding would have. It is the task of the Chief Executive to liaise closely with all funders to ensure a good working relationship between funders and the Charity. In common with most charities, Age UK Wolverhampton recognises the continuing funding environment and the essentially short-term nature of external funding, ensuring that there is no reliance upon any single source of funding for its services, and that no single source (if withdrawn) is capable of undermining the Charity as a whole. The Charity s trading activities generate a reasonably stable income, and the Trustees are satisfied that risk is kept at a minimum commensurate with the Charity s overall operations. Funding Age UK Wolverhampton s income is generated through contracts, grants and direct, paid for, services. It is significantly dependent on third parties for the resources it needs to continue to operate effectively. Two of the largest funders are the City Council and the PCT, who fund the organisation through a range of different funding streams. For example, our Core Grant and our funding for service delivery both originate from the City Council but are treated as separate funding streams. The Board continues to use its reserves to provide some protection against short-term changes in funding. In addition Age UK Wolverhampton continues to be actively involved, with other Third Sector organisations within the City, and the City Council, in working within the Compact and associated codes of practice, including one on funding and commissioning these provide the means to challenge any withdrawal or reduction in funding without good cause or at short notice. 18

20 Corporate Governance Structure, Governance and Management Administrative Details The day-to-day management of Age UK Wolverhampton is ultimately the responsibility of the Chief Executive on behalf of the Trustees. The Chief Executive is also responsible, with the Board of Trustees, for the strategic direction of the organisation and the development and delivery services and projects within it. Governing Document Age Concern Wolverhampton, trading as Age UK Wolverhampton, is a charitable company limited by guarantee; it became incorporated on 8th August 1995 after beginning life as the Old People's Welfare Council (O.P.W.C.) in The company was established under a Memorandum of Association that established the objects and powers of the charitable company and is governed by its Articles of Association. In the event of the company being wound up members are each required to contribute an amount not exceeding 1. Individual membership of Age UK Wolverhampton Individual members must be sympathetic to the mission of Age UK Wolverhampton and the aim of this new category is to bring specific skills to the organisation. Individual members can come from any sector and will have full rights to vote and be nominated to the board. Recruitment and Appointment of Board of Trustees Although Age UK Wolverhampton is a small to medium sized organisation, it is a complex one operating in what is an increasingly challenging environment. It is therefore important that the skills and competencies of the trustee body are maintained at a high level. Age UK Wolverhampton is also involved in a very diverse range of activities as outlined later in this report and therefore the trustee body needs to demonstrate a broad range as well as a high level of skills in carrying out its governance role. Under the requirements of the Articles of Association the members of the Board are elected to serve for a period of three years after which they must be re-elected at the next Annual General Meeting. Trustees Induction and Training A familiarisation meeting is arranged with the Chief Executive which is intended to provide new Trustees with an overall perspective of the organisation and an insight into the work of Age UK Wolverhampton supported by an information pack. They are also invited and obliged to attend a day s induction with all new staff and volunteers relating to Age UK Wolverhampton, its history, work, services and funding and the relationship with the trading subsidiary company, Mainstack Limited. 19

21 The strategic direction of Age UK Wolverhampton is regularly discussed at board strategy away days, priorities for the coming year are agreed and the overarching development plan is agreed. In , the away days took place in July 2010 and January 2011 involving the board and Chief Executive. All Trustees not only serve on the main Board but also attend and are actively involved in one or more of the Sub Committees of the Board. Each Sub Committee listed below is established with terms of reference to ensure that appropriate governance is timely and policy and service changes are well developed, sustainable and continue to meet the primary objects of the Charity. The Finance Sub-Committee considers more detailed financial issues and makes recommendations to the board on strategic priorities and issues arising from the financial and management accounting processes and any ongoing reorganisation requirements. The Human Resources Sub-Committee considers more detailed personnel issues and makes recommendations to the board as appropriate. This committee has overall responsibility for ensuring that appropriate personnel policies and recruitment procedures continue to be reviewed and updated. A Service Development Sub-Committee consists of key Trustees who have particular expertise and interest in service review, development and redevelopment. This committee is responsible for supporting the Chief Executive and Senior Staff in the design and development of new services and ensuring that those services remain true to the primary objectives of the Charity. Organisation Structure Age UK Wolverhampton has a Board of Trustees made up of up to 8 members plus the Chair who meet quarterly and are responsible, with the Chief Executive, for the strategic direction and policy of the Charity. In addition, the City Council nominate a councillor and the PCT an officer with representational (observer) status on the board. Representation from national Age UK is available on an as and when required basis. The Chief Executive has delegated responsibility from the board for the provision and management of services and the day-to-day operation of Age UK Wolverhampton. The Chief Executive works closely with the Management Team in ensuring a consistent and sustainable approach to service delivery and maintaining the strategic direction of the organisation. Age UK Wolverhampton has on its staffing establishment at year end 40 staff although many of these are staff are part time. We therefore have the equivalent of just over 25 whole time staff involved in the delivery and support of the services of Age UK Wolverhampton. Management: Managers from each section, along with the Finance Manager & Assistant to the Chief Executive meet with the Chief Executive at a monthly meeting in order to oversee the effective delivery of the organisation s outcomes on a day to day basis, to maintain a consistent approach across the organisation, to share information and develop as a team. 20

22 Staff and volunteer meetings: These meetings are held as and when required, either within individual sections of the organisation or as a whole organisation. They provide a forum for ensuring a collective understanding of day-to-day matters. Staff Support: All staff meet regularly for supervision with their Line Managers. The Chief Executive manages and supervises all Service Group Managers, Finance Manager, Assistant to the Chief Executive, and acts as Approved Person to the Supervisors within the Trading Company of Mainstack Limited. The Chief Executive receives supervision from the Chair of the Board. Statement of Trustees responsibilities The Trustees are responsible for preparing the financial statements in accordance with applicable law and United Kingdom Generally Accepted Accounting Practice. Company law requires the trustees to prepare financial statements for each financial year which give a true and fair view of the state of affairs of the company and of the profit or loss of the company for that period. In preparing those financial statements, the trustees are required to: select suitable accounting policies and then apply them consistently; make judgements and estimates that are reasonable and prudent; prepare the financial statements on the going concern basis unless it is inappropriate to presume that the company will continue in business. The Trustees are responsible for keeping proper accounting records which disclose with reasonable accuracy at any time the financial position of the company and to enable them to that ensure the financial statements comply with the Companies Act They are also responsible for safeguarding the assets of the company and hence for taking reasonable steps for the prevention and detection of fraud and other irregularities. In so far as the Trustees are aware: there is no relevant audit information of which the company s auditor is unaware; and the Trustees have taken all steps that they ought to have taken to make themselves aware of any relevant audit information and to establish that the auditor is aware of that information Auditor In accordance with Section 487(2) of the Companies Act 2006 a resolution proposing the re-appointment of Jordan and Company will be submitted to the next Annual General Meeting. Small company provision This report has been prepared in accordance with the special provisions for small companies under Part 15 of the Companies Act Registered Office: 93 Darlington Street Wolverhampton West Midlands WV1 4EX Signed by order of the Trustees Mrs Rosie Paskins Company Secretary Approved by the Trustees on 28 th September

23 INDEPENDENT AUDITOR S REPORT TO THE TRUSTEES YEAR ENDED 31ST MARCH 2011 We have audited the financial statements of Age Concern Wolverhampton for the year ended 31 st March 2011 on pages 24 to 35. The financial reporting framework that has been applied in their preparation is applicable law and United Kingdom Accounting Standards (United Kingdom Generally Accepted Accounting Practice). Respective responsibilities of trustees and auditor As explained more fully in the Trustees Responsibilities Statement on page 21 the trustees, (who are also the directors of the charitable company for the purposes of company law) are responsible for the preparation of financial statements and for being satisfied that they give a true and fair view. We have been appointed auditor under the Companies Act 2006 and section 43 of the Charities Act 1993 and report in accordance with those Acts. Our responsibility is to audit and express an opinion on the financial statements in accordance with applicable law and International Standards on Auditing (UK and Ireland). Those standards require us to comply with the Auditing Practices Board s Ethical Standards for Auditors. Scope of the audit of the financial statements An audit involves obtaining evidence about the amounts and disclosures in the financial statements sufficient to give reasonable assurance that the financial statements are free from material misstatement, whether caused by fraud or error. This includes an assessment of: whether the accounting policies are appropriate to the charitable company s circumstances and have been consistently applied and adequately disclosed; the reasonableness of significant accounting estimates made by the trustees; and the overall presentation of the financial statements. In addition, we read all the financial and non-financial information in the Trustees Annual Report to identify material inconsistencies with the audited financial statements. If we become aware of any apparent material misstatements or inconsistencies we consider the implications for our report. Opinion on financial statements In our opinion the financial statements: give a true and fair view of the state of the group s and the parent charitable company s affairs as at 31 st March 2011, and of the group s incoming resources and application of resources, including its income and expenditure, for the year then ended; have been properly prepared in accordance with United Kingdom Generally Accepted Accounting Practice; and have been prepared in accordance with the requirements of the Companies Act 2006 and the Charities Act Opinion on other matter prescribed by the Companies Act 2006 In our opinion the information given in the Trustees Annual Report for the financial year for which the financial statements are prepared is consistent with the financial statements. 22

24 INDEPENDENT AUDITOR S REPORT TO THE TRUSTEES (CONTINUED) YEAR ENDED 31ST MARCH 2011 Matters on which we are required to report by exception We have nothing to report in respect of the following matters where the Companies Act 2006 and the Charities Act 1993 requires us to report to you if, in our opinion: the parent charitable company has not kept adequate and sufficient accounting records, or returns adequate for our audit have not been received from branches not visited by us; or the parent charitable company financial statements are not in agreement with the accounting records and returns; or certain disclosures of trustees remuneration specified by law are not made; or we have not received all the information and explanations we require for our audit; or the trustees were not entitled to prepare the financial statements in accordance with the small companies regime and take advantage of the small companies exemption in preparing the Trustees Annual Report. M.A. Jordan (Senior statutory auditor) for and on behalf of Jordan & Company, Statutory Auditor Knighton House, 62 Hagley Road, Stourbridge, West Midlands, DY8 1QD 28 th September 2011 Jordan & Company is eligible to act as an auditor in terms of section 1212 of the Companies Act

25 CONSOLIDATED STATEMENT OF FINANCIAL ACTIVITIES (INCLUDING INCOME AND EXPENDITURE ACCOUNT) YEAR ENDED 31ST MARCH 2011 Unrestricted Restricted Total Funds Total Funds Funds Funds Notes Incoming resources Income from Charitable Services 3 312, , , ,777 Legacies and Donations 14,624-14,624 31,524 Activities from generating funds: Non-charitable trading 4 179, , ,064 Operations 5 26,853-26,853 21,124 Investment income 6 2,455-2,455 2,970 Total incoming resources 535, , , ,459 Resources expended Costs of generating funds: Fundraising Costs Commercial trading operations 4 134, , ,023 Sub total cost of generating funds 134, , ,092 Charitable activities 370, , , ,511 Governance costs 19,122 38,739 57,861 52,951 Total resources expended 7 524, , , ,554 Net income (outgoing) 11,027 (22,429) (11,402) 10,905 resources before provisions Movement in Defined Benefit Pensions Scheme Liability , ,000 ( 94,000) Net Movement in funds 123,027 (22,429) 100,598 (83,095) Reconciliation of funds Total funds brought forward 435,397 45, , ,577 Total funds carried forward 558,424 22, , ,482 The statement of financial activities includes all gains and losses recognised in the year. All incoming resources and resources expended derive from continuing activities. 24

26 CONSOLIDATED AND CHARITY BALANCE SHEETS YEAR ENDED 31ST MARCH 2011 Group Charity Notes Fixed assets Tangible assets , , , ,601 Investments , , , ,701 Current assets Stock 15 2,747 3,044 1,881 2,297 Debtors 16 32,926 22,957 43,130 29,766 Cash at bank and in hand 399, , , , , , , ,553 Creditors: amounts falling due within one year 17 (31,345) (29,735) (22,919) (20,772) Net current assets 403, , , ,781 Total assets less current liabilities 646, , , ,482 Defined Benefits Pension Scheme Liability 21 (65,000) (177,000) (65,000) (177,000) Net assets including pension liability 581, , , ,482 Unrestricted funds General , , , ,397 Restricted funds 19 22,656 45,085 22,656 45, , , , ,482 These financial statements have been prepared in accordance with the special provisions for small companies under Part 15 of the Companies Act These financial statements were approved by the members of the board of Trustees on 28 th September 2011 and are signed on their behalf by:. Mr. N. Pigott Company Registration Number

27 NOTES FORMING PART OF THE FINANCIAL STATEMENTS YEAR ENDED 31ST MARCH Accounting policies The financial statements have been prepared under the historical cost convention and in accordance with the Statement of Recommended Practice, Accounting and Reporting by Charities (SORP 2005), applicable United Kingdom accounting standards and the Companies Act The principal accounting policies adopted in the preparation of the financial statements are as follows:- Group financial statements These financial statements consolidate the results of the charity and its wholly-owned subsidiary Mainstack Limited on a line by line basis. A separate Statement of Financial Activities, or income and expenditure account, for the charity itself is not presented because the charity has taken advantage of the exemptions afforded by section 408 of the Companies Act 2006 and paragraph 397 of SORP Donations and grants Income from donations and grants, including capital grants, is included in incoming resources when these are receivable, except as follows:- When donors specify that donations and grants given to the charity must be used in future accounting periods, the income is deferred until those periods. When donors impose conditions which have to be fulfilled before the charity becomes entitled to use such income, the income is deferred and not included in incoming resources until the preconditions for use have been met. When donors specify that donations and grants, including capital grants, are for particular restricted purposes, which do not amount to pre-conditions regarding entitlement, this income is included in incoming resources of restricted funds when receivable. Interest receivable Interest is included when receivable by the charity. Resources expended Resources expended are included in the Statement of Financial Activities on an accruals basis, inclusive of any VAT which cannot be recovered. Certain expenditure is directly attributable to specific activities and has been included in those cost categories. Certain other costs, which are attributable to more than one activity, are apportioned across cost categories on the basis of an estimate of the proportion of time spent by staff on those activities. Pension costs The charity participates in a defined benefit pension scheme. Pension costs are assessed in accordance with actuarial advice and based on the most recent actuarial valuation of the scheme. These costs are accounted for on the basis of charging the cost of providing pensions over the period during which the charity benefits from the employees services. The scheme has been closed to new members. 26

28 NOTES FORMING PART OF THE FINANCIAL STATEMENTS (continued) 1. Accounting policies (continued) Pension costs (continued) YEAR ENDED 31ST MARCH 2011 Full provision has been made for the deficit on the Defined Benefit Pension Scheme, as detailed in note 21. The company also operates a defined contribution pension scheme for employees. The assets of the scheme are held separately from those of the company. The annual contributions payable are charged to the income and expenditure account. Depreciation Depreciation is calculated so as to write off the cost of an asset, less its estimated residual value, over the useful economic life of that asset as follows:- Equipment Motor vehicles - 25% reducing balance basis - 25% reducing balance basis Stock Stock is included at the lower of cost or net realisable value. Fund accounting Funds held by the charity are either:- Unrestricted general funds these are funds which can be used in accordance with the charitable objects at the discretion of the trustees. Designated funds these are funds set aside by the trustees out of unrestricted general funds for specific future purposes or projects. Restricted funds these are funds that can only be used for particular restricted purposes within the objects of the charity. Restrictions arise when specified by the donor or when funds are raised for particular restricted purposes. 2. Legal status of the charity The Charity is a company limited by guarantee and has no share capital. The liability of each member in the event of winding-up is limited to Income from charitable services Unrestricted Restricted Funds Funds Total Total Local authority contracts 248, , , ,004 Grants received 63, , , , , , , ,777 27

29 NOTES FORMING PART OF THE FINANCIAL STATEMENTS (continued) YEAR ENDED 31 ST MARCH Incoming resources from activities for generating funds The wholly-owned trading subsidiary Mainstack Limited, which is incorporated in the United Kingdom, covenants all its profits to the Charity by gift aid. Mainstack Limited operates a restaurant and provides insurance services on behalf of Age Concern Wolverhampton. The Charity owns the entire issued share capital of 100 ordinary shares of 1 each. A summary of the trading results is shown below. Summary profit and loss account Turnover 179, ,064 Cost of sales and administrative expenses 134, ,023 Expenses payable to group undertakings (18,000) (18,000) Interest receivable - - Net Profit 26,639 53,041 Amount gifted to the charity (26,639) (53,041) Retained in the subsidiary - - The assets and liabilities of the subsidiary were Fixed assets 2,925 3,873 Current assets 28,196 25,143 Current liabilities (31,021) (28,916) Total net assets Aggregate share capital and reserves Operations Contributions towards operating costs from users of premises and services. 6. Investment income All of the group s investment income arises from interest bearing deposit accounts. 28

30 NOTES FORMING PART OF THE FINANCIAL STATEMENTS (continued) YEAR ENDED 31ST MARCH Analysis of resources expended The Charity undertakes direct charitable activities only and does not make grant payments. Direct charitable Staff costs Other costs Unrestricted Restricted Unrestricted Restricted Total expenditure 269, , ,709 66, , ,511 Cost of generating funds 73,493-61, , ,092 Governance - 38,739 19,122-57,861 52,951 Total resources expended 343, , ,152 66, , ,554 The category of Governance costs has been introduced to cover costs relating to the general running of the Charity as opposed to the direct management functions inherent in generating funds, service delivery and project work. These costs relate to the governance infrastructure that allows the Charity to operate and to generate the information required for public accountability. 8. Other costs Unrestricted Restricted Premises costs: Accommodation 5,680-12,109 Communication costs: Telephone 7, ,776 Postage 1, ,008 Printing and stationery 2, ,423 12,569 1,716 17,207 29

31 NOTES FORMING PART OF THE FINANCIAL STATEMENTS (continued) YEAR ENDED 31ST MARCH Other costs (continued) Unrestricted Restricted General office costs: Staff and volunteers travel 9, ,174 Staff and volunteers expenses (Driver Apparel & Uniforms) Professional fees 10,443-1,506 Professional fees (external valuation special projects) - 28,560 - Insurance 3,230-3,919 Repairs and maintenance 14,923-17,298 Publications, advertising and recruitment 5,469 1,196 1, 039 Training costs 6,609 5,901 9,946 General office and miscellaneous expenses 3,134 1,277 1,097 Vehicle costs 20,530 2,246 26,287 Equipment 3,782 4,016 6,585 Client expenses (increase due to HOPE and Well Being for Life) 3,234 7,830 4,327 Active Life Fund Grants - 7,644 - Depreciation 1,468 4,954 8,563 82,460 64,689 92,745 Total costs 100,709 66, , Analysis of staff costs Salaries and wages 460, ,314 Social security costs 26,941 26,921 Pension costs Defined Benefit Scheme 20,674 19,817 Pension costs Shareholder Scheme 21,616 22,651 Redundancy 2, , ,703 The average number of staff employed by the group during the financial year amounted to: Number of staff Movement in total funds for the year Operating surplus is stated after charging: Staff Pension Contributions 42,290 42,468 Depreciation 7,371 9,828 Auditors Fees 7,900 7,500 30

32 NOTES FORMING PART OF THE FINANCIAL STATEMENTS (continued) YEAR ENDED 31ST MARCH Taxation The company is a registered charity and no provision is considered necessary for taxation. 12. Auditor s remuneration The auditor s remuneration of 7,900 (2010 7,500) related solely to the audit. 13. Tangible fixed assets Land & Motor vehicles buildings & equipment Total Group: Cost At 1 st April 2010 and at 31 st March , , ,514 Depreciation At 1 st April , ,039 Charge for the year - 7,371 7,371 At 31 st March , ,410 Net Book Value At 31 st March ,000 22, ,104 At 31 st March ,000 29, ,475 Charity: Cost At 1 st April 2010 and at 31 st March , , ,254 Depreciation At 1 st April , ,653 Charge for the year - 6,422 6,422 At 31 st March , ,075 Net Book Value At 31 st March ,000 19, ,179 At 31 st March ,000 25, ,601 31

33 NOTES FORMING PART OF THE FINANCIAL STATEMENTS (continued) YEAR ENDED 31ST MARCH Investments Charity Charity Movement in market value: Market value at 1 st April Market value at 31 st March Historical cost at 31 st March By the Trust Deed, the investments are not subject to the limitations of the Trustee Investments Act. 15. Stock Group Group Charity Charity Stock 2,747 3,044 1,881 2, Debtors Group Group Charity Charity Amounts owed by group Undertakings ,595 19,955 Trade debtors 12,391 11, Prepayments 20,535 11,004 20,535 9,811 Other debtors ,926 22,957 43,130 29, Creditors: amounts falling Due within one year Group Group Charity Charity Other creditors 31,345 29,735 22,919 20, Analysis of unrestricted fund movements Total General fund: Balance at 1 st April ,397 Movement in fund for the year 123,027 Balance at 31 st March ,424 32

34 NOTES FORMING PART OF THE FINANCIAL STATEMENTS (continued) 19. Analysis of restricted fund movements YEAR ENDED 31ST MARCH 2011 Balance at Incoming Outgoing Balance at 1 Apr 10 Resources Resources 31 Mar 11 WCC Training Grant 2,122-2,122 - Big Lottery Living Well 27,867 33,002 60,869 - WAAC - 3,782 11,346 15,128 Mobility Bus Fund (1) 2, ,938 Mobility Bus Fund (2) 8,194-3,439 4,755 Mobility Bus Fund (3) WCC Mainline Funding - 120, ,127 - HOPE - 32,960 29,431 3,529 HOPE Active Life - 10,000 7,644 2,356 Lloyds TSB - 25,700 15,622 10,078 45, , ,564 22, Analysis of group net assets between funds General Designated Restricted Fund Funds Funds Total Tangible fixed assets 235,411-6, ,104 Cash at bank and in hand 365,652 18,033 15, ,648 Other net liabilities (60,672) - - (60,672) 21. Pensions 540,391 18,033 22, ,080 The charity operates a funded defined benefit scheme providing benefits based on final remuneration. The assets of the scheme are held separately from those of the charity. The staff are members of the West Midlands Metropolitan Authorities Pension Fund. The scheme has now been closed to new entrants, who are instead offered a stakeholder scheme. Contributions to the scheme are charged to SOFA so as to spread the cost of pensions over the employees working lives with the charity. Contributions are determined by a qualified actuary on the basis of valuations using a market related method which derives the financial assumptions by considering various average yields in the twelve months up to the valuation date and values the assets of the fund at a value based on the average market value in the twelve months to the valuation date. The pension charge for this scheme for the year is 20,674 ( ,817). The latest actuarial valuation was undertaken at 31 st March 2010 and FRS 17 memorandum information is disclosed to the nearest

35 21. Pensions (continued) NOTES FORMING PART OF THE FINANCIAL STATEMENTS (continued) YEAR ENDED 31ST MARCH 2011 Amounts recognised in the balance sheet Present value of funded obligations (660,000) (677,000) Fair value of plan assets 595, ,000 (65,000) (177,000) Present value of unfunded obligations - - Net amount recognised (65,000) (177,000) Amounts recognised as: Liabilities (65,000) (177,000) Assets - - Net amount recognised (65,000) (177,000) Components of pension cost Current service cost 33,000 24,000 Interest cost 39,000 32,000 Expected return on plan assets (35,000) (25,000) Past service cost - - Total pension cost 37,000 31,000 Actual return on plan assets 72, ,000 Change in benefit obligation Benefit obligation at beginning of year 677, ,000 Current service cost 33,000 24,000 Interest cost 39,000 32,000 Member contributions 10,000 10,000 Past Service costs - - Actuarial (gains)/losses (91,000) 175,000 Benefits paid (8,000) (9,000) Benefit obligation at end of year 660, ,000 Change in plan assets Fair value of plan assets at beginning of year 500, ,000 Expected return on plan assets 35,000 25,000 Actuarial gains/(loss) 37,000 92,000 Employer contribution 21,000 20,000 Member contributions 10,000 10,000 Benefits paid (8,000) (9,000) Fair value of plan assets at end of year 595, ,000 34

36 NOTES FORMING PART OF THE FINANCIAL STATEMENTS (continued) YEAR ENDED 31ST MARCH Pensions (continued) Plan assets The weighted-average allocations at the year-end were as follows: Equities 7.50% 414, % 366,000 Government Bonds 4.40% 58, % 43,000 Other Bonds 5.40% 42, % 39,000 Property 6.50% 68, % 46,000 Other 0.50% 13, % 6, % 595, % 500,000 Weighted average assumptions used to determine benefit obligations at: Discount rate 5.50% 5.65% Rate of salary increase 4.75% 5.35% Rate of pension increase 3.00% 3.60% Weighted average assumptions used to determine net pension cost for the year ended: Discount rate 5.65% 7.00% Expected long-term return on plan assets 6.88% 6.58% Rate of compensation increase 5.35% 5.25% Rate of pension increase 3.60% 3.50% 35

37 Age UK Wolverhampton Trustees and Advisers The Trustees who served during the year were: Nicholas Pigott Chairman (Business management expertise) Rev Tony Kinch Vice Chairman (Charity - strategic expertise) Mike Williams Treasurer (Accountancy & financial management) Dr Shankar Verma (Healthcare management expertise) Karen Holden (Charity operational & strategic expertise) Claudette Nembhard (Older people s service expertise) Dorothy McDonald (Healthcare expertise) Frank Docherty (Local authority expertise) Josephine Chapman (Health and legal expertise) Chief Executive and Company Secretary Rosie Paskins Location and Registered Office Hupton House 93 Darlington Street Wolverhampton West Midlands WV1 4EX Bankers Lloyds TSB Bank PLC Queen Square Wolverhampton West Midlands WV1 1TF Auditor Jordan & Company Chartered Accountants & Registered Auditors Knighton House 62 Hagley Road, Stourbridge West Midlands DY8 1QD Age UK Wolverhampton is the trading name of Age Concern Wolverhampton (the Company). The Company is a private company registered under the Companies Act 1985 (registration number ) limited by guarantee and not having a share capital. The Company is governed by its Memorandum and Articles of Association. The liability of the members of the company on winding up is limited to a maximum of 1 each. The Company is also a registered charity (registration number ). 36

38 Age UK Wolverhampton has provided services for older people in our City for more than 50 years, having first established a presence in Over the years, the range and scope of what we offer have grown and partnerships developed with the City Council and the Primary Care Trust Most important to the work of the Charity is the involvement and very hard work of our team of volunteers, without whom very little could be achieved. Much of our work is funded by contracts with the City Council, Primary Care Trust, and other grant-awarding organisations. There are also many more traditional services that rely upon Age UK Wolverhampton generating its own income, and it is here that we rely upon our own supporters among the general public. You can help us in many ways:- Become a volunteer - speak to any of our team to find out more about volunteering. You will be made very welcome! Support our restaurant - every time you buy a drink or a meal in our restaurant, you are helping to support our charity. Buy our insurance products the small commission we take on your purchase of insurance products is transferred to the Charity to support services. Make a donation - we welcome all donations, small or large, as a one-off or a regular gift. We are delighted to accept your collections of small coins as every penny counts. Leave a legacy - we recommend that everyone makes a Will and we hope that you will show your appreciation of the work that we do for older people as a legacy in your memory and help us ensure that this work can continue. A Charity such as Age UK Wolverhampton relies considerably upon the support of the people of the City. We hope you will agree that the support we provide to older people in Wolverhampton is worthy of your help and involvement. Hayward Restaurant The Hayward Restaurant at Hupton House is open for morning coffee, snacks, lunches and afternoon tea. Bring your friends and enjoy the comfortable atmosphere and pleasant surroundings. Everyone is welcome, irrespective of age, and all of the profits generated are used to support our work helping the older people of Wolverhampton. 37

39 Insurance Services A wide range of products and services tailor-made for the over 50s Age UK Wolverhampton is dedicated to improving the lives of older people. To fund this work, we need a constant flow of independent income. It seeks to achieve this through a balance of traditional fund raising and trading activities. The trading activities, through Age UK Enterprises enable it to meet the needs of older people, through products specifically designed to meet the needs of people in later life; quality products such as general insurance: Home Insurance New for old cover 45 standard excess* Option to pay by interest free monthly instalments (0% APR Representative) Car Insurance No Hidden fees No upper age limit Guaranteed courtesy car** Motor Breakdown Services From only 59^ Includes Roadside, Recovery and Home service Travel Insurance No upper age limit Annual Multi-trip and Single Trip cover Cover for your medical conditions wherever possible^^ Home, Car and Travel Insurance are provided by Ageas Insurance Limited. Motor Breakdown is provided by Europ Assistance Holdings Limited. * Exceptions include subsidence, for which there is typically a 1,000 excess; 100 excess for properties under ten years old; 245 excess for escaping water claims. ** In the event of an accident. Subject to policy terms and conditions. Comprehensive cover only. ^ For vehicles under 11 years old ^^ Subject to medical screening and acceptance by underwriters Mainstack Limited, trading as Age UK Wolverhampton, is an Appointed Representative of Age UK Enterprises Limited which is authorised and regulated by the Financial Services Authority for insurance mediation. ACOWAL1686V1OCT11 38

40 Hupton House 93 Darlington Street Wolverhampton West Midlands WV1 4EX Age UK Wolverhampton is the trading name of Age Concern Wolverhampton, which is a private company registered under the Companies Act 1985 (registration number ) limited by guarantee and not having a share capital. Age Concern Wolverhampton is also a registered charity (registration number ). 39