Final Annual Review

2014 / 15Annual Review

Keeping You Connected 8-10

Contents

Age UK Surrey is a local independent charity established for over 50 years providing services to improve the quality of life for people in Surrey aged 50+. We work tirelessly to: help reduce isolation and loneliness; improve the health and wellbeing of people and provide information and advice to enable people to remain independent and informed. We raise almost all our funds locally to support our services.

In this Annual Review we would like to share with you our strategic direction as well as informing you about our services, projects, partnerships and the highlights of the year.

Strategic Direction

Information and Advice

Independent and Informed

Healthy and Active

Products and Services

Volunteers and Fundraising

Financial Summary

Our President’s Farewell

4-5

6

11

12-13

14-15

7

16-17

18

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An Overview of the Year 3

It has been a very busy and successful year for the Charity as we have started to develop new wellbeing projects in line with our strategic direction. The first of these projects is Making Connections, commissioned by Surrey Heath Clinical Commissioning Group (CCG) and Surrey Heath Borough Council. We work with people, identified by their GP, who are lonely and isolated or who might be at risk of falling or the GP has concerns regarding their memory. We support those people on a one to one basis to improve confidence, reduce isolation and enable them to reconnect to their community. Another successful wellbeing project is our work within the Virgin Care Community Hospitals where we run activity sessions as well as working with individuals on a one to one basis.

The year saw wonderful successes with our Get Wise service where we worked with Surrey Disabled People’s Partnership (SDPP) on the Surrey wide contract. We succeeded in obtaining £1.6 million of extra benefits for older people which enabled them to purchase additional support to remain independent.

The Living & Ageing Well Partnership Board, of which I am Chair, has been finding new ways of developing partnerships across Surrey to tackle areas such as loneliness and isolation, fuel poverty and improved health and wellbeing. I was privileged to be asked to be part of the judging panel and the awards ceremony for the Living & Ageing Well Awards. There are some absolutely brilliant projects taking place, many run entirely by volunteers. Our own Men in Sheds won an award for Best Healthy Living Project. We are very proud of our Shed which has made a difference to many peoples’ lives.

Without the amazing team of staff and volunteers who are so committed, we could not achieve the successes we do. I am very grateful to everyone for their dedication to improving life for all older people in Surrey.

Sue Zirps,Chief Executive Officer

An Overview of the Year

3

I was privileged to have met over a hundred of Age UK Surrey’s volunteers and staff at an event this Summer. They were a sample of the 336 people who have worked so hard to provide the Charity’s services for the older people of Surrey. In fact, last year over 9,000 older people in Surrey asked us for support in one way or another to preserve a better way of life for themselves.

To provide this support we have sharpened up our approach to many things. The continued focus on what older people want, rather than what we think they need, has caused us to review our own organisational structures and remove artificial boundaries. A strong emphasis on quality of service has been paramount.

Our new ventures with the County’s Clinical Commissioning Groups and the NHS into Integrated Care are really exciting in this respect and challenge us to provide what a lot of older people with health problems really need at that time of their lives.

The Trustees reviewed the Strategic Plan produced for 2011 to 2014 and a new plan for 2015 to 2017 has been put in place. Our Strategic Framework (opposite) was developed as a result of this review. Last year’s activities have helped us on the way to fulfilling our future Strategic Aims.

It is with regret that we have to lose Dame Sarah Goad as our President. She has been President for some 18 years and has represented us most royally across the County. She goes with our thanks.

Robert Avis,Chair of the Board of Trustees.

Strategic Direction

Objectives

Objectives

Our Values

Challenge Respect Person Centred Support

PotentialChallenges

for Older People:

Provide a range of services to meet older people’s needs and

improve wellbeing.

Ensure older people’s views

determine service development.

Develop integrated services which will improve physical

and mental health.

Our Aims

We challenge ageism as it is unacceptable.

Maintaining independence,

dignity and control.

We put older people’s wellbeing at the centre

of everything we do.

Physical, rural and/or social

isolation.

We respect the dignity, equality and diversity

of older people.

Physical disability and/

or mental health issues, including

dementia.

Insufficient income to meet

daily living needs.

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Mission

Compassion EncouragementHonestyPerson Centred Support

Provide older people, their carers and families with improved access

to information and services.

Provide a range of services to meet older people’s needs and

improve wellbeing.

Be the lead organisation in Surrey on older people’s issues.

Ensure staff and volunteers are

well trained and knowledgeable.

Develop an outreach approach

to increase awareness of

services in local communities.

Regularly review services to ensure

high quality.

Maintain a financially sustainable organisation with highly trained

staff and volunteers.

Age UK Surrey will anticipate and meet the needs of older people across Surrey to help make later life a positive experience.

We put older people’s wellbeing at the centre

of everything we do.

We support older people with empathy

and compassion.

Loneliness and/or vulnerability.

Prejudice and discrimination.

We deal with people and organisations with integrity and honesty.

Insufficient income to meet

daily living needs.

We encourage older people to make their

own informed choices.

Life changing events, e.g. illness or

bereavement.

Impact of funding cuts and changes in public policy.

Our Focus:

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Information and Advice

A total amount of:

£1.6m annualised benefitentitlement was gained for our clients.

We will work to provide older people, their carers and families with improved access to information and services.

This year has seen our flagship Information and Advice Service go from strength to strength. Through the service the team have given information and advice to 3,266* enquirers and secured £1,639,000* of annualised benefit entitlement for older people in the County. As a partner of Get WiS£ we provide helpful information, advice and support on all aspects of welfare benefits to maximise an older person’s household income. This includes comprehensive benefit checks and assistance and support to complete claims and challenge decisions. Information and advice on welfare benefits remains our highest reason for enquiry. Other important enquiry areas include: housing; non-residential care; finding help at home; residential care and safety and security.

Our team of staff, volunteers and outreach workers also visit clients in their home if required. We are proud to have achieved Age UK’s Information and Advice Quality programme and to have started to work towards the Advice Quality Standards. This quality mark is for organisations that provide advice to the public and have demonstrated that they are easily accessible, effectively managed and employ staff with the skills and knowledge to meet the needs of their clients. We are very grateful to our funders of the Information and Advice Service, including Surrey County Council and Surrey Disabled People’s Partnership, the lead partner of Get WiS£.

One Stop Surrey

A Surrey County Council initiative, One Stop Surrey which launched in August 2014 is a multi-agency signposting system to help residents live and age well in Surrey. Professionals visiting an older person, families, carers and older people themselves can use the One Stop Surrey checklist to identify gaps in support that can be provided by partner organisations. Age UK Surrey is administrator for the referral service which has received 30 referrals this year.

“Attendance Allowance at a higher rate will give us peace of mind not having to worry about heating and countless other things that go with illness and disability. You have given us hope for the future.”3,266 is the total number

of telephone enquiries answered last year.

6 * Source: Charity Log

Keeping you connectedVolunteers and Fundraising


A huge thanks to all our 283 fabulous volunteers for their commitment, dedication and energy in supporting Age UK Surrey and the services we provide to older people in the community. Volunteers work in roles that suit their interests and skills and the amount of time that they can commit.

Services where volunteers played a key role included: Information and Advice, Advocacy, Counselling, Administration, Befriending, GO50 and our new Wellbeing projects. As way of a small ‘thank you’ we held a Tea Party at Denbies in Dorking - including a free train tour of the Denbies Estate.

Fundraising and Events

It has been another busy year promoting our services at events such as Farmers’ Markets, the Surrey Heath Show, conferences and AGMs. Our annual Carol Service, held at Guildford Cathedral, was very well attended.

In the Winter we supported Age UK’s Winter Warmth and Loneliness campaigns and were delighted to be interviewed by BBC Radio Surrey on the Loneliness campaign.

We would like to thank all our supporters who have raised funds to ensure we can continue to deliver our services. Legacies left to Age UK Surrey are an important source of funds for the Charity and enables sustainability of our services. We are grateful to all our supporters who have remembered Age UK Surrey in their Wills. Voluntary income for the year was a generous £238,000.

At Age UK Surrey we have over 283

extremely dedicated volunteers.

“I thoroughly enjoy my days at Rex House, the staff are both friendly and very helpful.”

Congratulations to Roger James awarded Age UK’s Fundraising Volunteer Award 2014, seen here with Lesley Power our Volunteer Co-ordinator.

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Men in Sheds

Launched in January 2014, the Shed in Ash provides a place for men to go, learn new skills and socialise. It also helps improve health, reduce isolation and increases participation in lifelong learning. Woodworking skills the men have learnt have enabled them to make quality bird tables, nesting boxes, planters and hedgehog homes that are fit for sale. They have also made clocks and items to support other community groups, such as making crosses for Remembrance Day and carrying out small jobs such as assembling flat pack furniture and repairing external joinery for local elderly residents.

Socialising and learning has extended beyond ‘the Shed’ through organised trips to Brooklands museum, fishing, and the Therapy Garden. We are proud to announce that the Men in Sheds won the 2014 Healthy Living Award from Living and Ageing Well in Surrey. The Shed is open 2 days a week. The number of men who have joined the Shed has nearly doubled over the past year to 30 – through promoting the activities at local events and word of mouth.

We would like to thank Garfield Weston and The Partiger Trust (through the Community Foundation for Surrey) who have made the Men in Sheds project possible through their funding. Also Guildford Borough Council who provided space for the Shed.

Winners of the 2014 Healthy Living Award from Living and Ageing Well in Surrey.

“Retirement creates a void and our research showed that lone men were less likely to engage in activities and social interaction than women.”

Keeping You Connected

8

Computer Drop-in Centre

Located in the Dray Court Centre, Guildford, the Computer Drop-in Centre is open every day between 10am and noon. It is run by a team of volunteers who provide one-to-one support on all aspects of technology, computers, laptops and mobile devices. No appointment is necessary, people can use the Centre’s computers and access the internet at no charge and most importantly learn about the digital world. Most people will learn what they need in one visit, but are welcome to return as many times as required.

On average the Centre supports 44 clients a month. We ask for a small donation to help with running costs. We would like to thank Guildford Borough Council for the space at Dray Court.

Befriending

This year we have focussed on supporting our 30 existing clients. Befriending is a valuable service that helps reduce loneliness and isolation so giving proven health benefits too. We are grateful to all our volunteers who visit an older person making a big difference to the quality of their life.

“Befriending is a valuable service that helps reduce loneliness and isolation so giving proven health benefits too.”

44 clients a month on average improve their digital skills.

9


Making Connections

We are delighted to be working in partnership with Surrey Heath Borough Council and Surrey Heath Clinical Commissioning Group (CCG) on the Making Connections project across Surrey Heath. Through the project GPs and Health and Social Care professionals identify people who may be at risk of: isolation and loneliness; bereavement; falls; or changes in health. The new integrated approach offers people, with the support of an Age UK Surrey Making Connections Co-ordinator, the opportunity to set themselves personal goals, for example returning to an old hobby, going to the shops or trying something new. They will then be matched with a volunteer to support them in achieving these goals. In Spring 2014/15 six referrals came through the GP surgery on the Heatherside Estate. Since then the value of the project has been widely recognised and in 2015/16 will be expanded across Surrey Heath and Farnham.

Virgin Care

Since November 2014, and in partnership with Virgin Care, we have been delivering activity sessions to patients in the Virgin Care community hospitals in Milford, Farnham, Haslemere, Walton and Woking. Our Age UK Surrey Co-ordinator and a dedicated team of volunteers works closely with the Virgin Care nursing and therapy teams to encourage patients to take part in activities which include: music; word games and quizzes; sing-alongs and memory games based on earlier life experiences.

Tea and Chat

Supported by Tandridge District Council and launched in January 2014, our Tea and Chat activity sessions have proved a great success. The sessions take place in Caterham fortnightly and Lingfield and Oxted on a monthly basis. We are grateful to Toyota who support transport costs.

“The sessions from Age UK Surrey have supported our work enormously. The activities offered really boost our patient’s morale and give them a link to very important times in their lives that many of our patients share. The sessions also acts as a prompt for on-going communications between patients.”

Keeping You Connected

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Hometime

More than 2,000 older people across the County enjoyed the benefits of having a Home Help or Gardener. The Hometime Service is tailored to our clients’ requirements and so supports them to remain independent in their home for as long as possible. Our Home Helps will do: general cleaning; laundry and ironing; changing the bed; preparing light meals; assistance with shopping and companionship.

All these activities help to improve older people’s quality of life. Of course, the Service would not be possible without our team of 725 self-employed Home Helps, co-ordinated and managed by small teams in four offices across the County.

Advocacy

Funded by Surrey Disabled People’s Partnership, the team of one Advocate Co-ordinator and 13 volunteer Advocates have supported 310 people during the year. Advocates will talk to a client over the phone and if required visit the client at home, in hospital, at a community centre or another mutually agreed place. The Advocate will talk through the issue, review any documentation and agree a plan of action.

More than 2,000 older people across the County enjoyed the benefits of a Home Help or Gardener.

Independent and Informed

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We provide a wide range of activities and services to help older people remain healthy and active.

GO50 Walking and Cycling

Established for nearly 20 years, GO50 is a programme of healthy walking and cycling activities for anyone aged 50+. A team of 40 dedicated volunteers has led a range of walks, Nordic walking and cycle rides to suit all levels of fitness and ability.

In 2014/15 approximately 700 people took part and were able to enjoy the benefits of exercising in open countryside whilst socialising and having fun at the same time. Donations from the walks and cycle rides help to run and sustain the activities.

Counselling

In 2014/15 we offered a free and confidential counselling service to older people and their carers. Our Counselling Co-ordinator manages a team of 14 professional counselling volunteers who listen to and work with clients - exploring their feelings and supporting them to find coping mechanisms.

Healthy and Active

More than 700 people participated in G050 during 2014/15.

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Footcare

Our trained Footcare Support Workers provide a vital toe nail cutting and filing service across 12 clinics in Surrey covering Woking, Guildford, Waverley, Elmbridge, Banstead and Dorking. Many of the clinics have multiple sessions per week. In 2014/15 a total of 4,277 treatments took place and 229 new clients enjoyed the service. The service carries a modest charge.

Shopmobility

We have managed the Shopmobility Service, located in the Bedford Road car park in Guildford on behalf of Guildford Borough Council, since 2009. Shopmobility has a range of scooters to cater for all our 1,615 clients. Scooters help keep people independent and mobile. A total of 1,911 trips were taken during the year. A small charge is made for the hire of the scooters.

“It is not about the feet, it is about the person on the other end of them. I have been lucky to meet some amazing people.”

More than 1,911 trips were made in Shopmobility scooters during 2014/15.

More than 4,270 foot treatments took place in 2014/15.

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Products and Services

“Taking out your car insurance has got to be the best online experience I have had in years. Excellent service, brilliant value, all easy to read and use.”

Age UK Surrey works with Age UK to offer a range of services and products designed for people aged over 50.

We offer a range of products and services specially designed with the over 50s in mind. These include Home, Car and Travel Insurance, Gas and Electricity, Funeral Plans, Wills and Legal Services, Personal Alarms and the Age UK Weekly Lottery. We also offer Stairlifts, Bathing Aids and Recliner Chairs. Net profits made from these products and services help support Age UK’s charitable activities locally and nationally.

It has been a challenging economic year and this has been reflected in a small decline of sales commission** year on year of 2%.

Home insurance is our most popular product, accounting for 38% of all sales**. A breakdown by percentage of products and services sold can be seen opposite.

Home Insurance makes up 38% of all our service and product sales.

38%

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Home, Car and Travel Insurance are provided by Ageas Insurance Limited. Gas and Electricity are provided by E.ON Energy Solutions Limited. The Age UK Funeral Plan is offered by Advance Planning Limited. Wills and Legal Services are provided by Irwin Mitchell LLP. The Weekly Lottery is promoted and administered by Age UK Enterprises Ltd, a commercial arm of Age UK (charity number 1128267). Personal Alarms are provided by Aid-Call Limited.

Age Concern Surrey (Trading) Limited is an Appointed Representative of Age UK Enterprises Limited which is authorised and regulated by the Financial Conduct Authority for insurance mediation.

38%

15%

12%

13%

12%

5%

Age UK Lottery Funeral Plan Personal Alarm

Car Insurance Travel Insurance Other Products

Home Insurance Energy Product Motor Breakdown

38% 12% 2%

15% 12% 2%

13% 5% 1%

1%

2%

2%

15

** Source: Age UK Enterprise Ltd Business Performance Report

Financial Summary

CONSOLIDATED STATEMENT OF FINANCIAL ACTIVITIES(incorporating income and expenditure account)

YEAR ENDED 31 MARCH 2015

The Statement of Financial Activities has been prepared on the basis that all operations are continuing operations.The Charity has no gains or loses other than those dealt with in the Statement of Financial Activities.

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Incoming resourcesfrom generated funds:

Voluntary income

Activities for generating funds

Investment income

Total incoming resourcesfrom generated funds

Incoming resources fromcharitable activities

Total income

Resources expended:

Costs of generating funds

Costs of generating voluntary income

Fundraising trading

Charitable activities

Governance costs

Total resources expended

Net incoming resources

Transfer between funds

Funds brought forward at 1 April 2014

Funds carried forward at 31 March 2015

UnrestrictedFunds£’000

183

218

4

405

561

966

-

-

-

-

226

226

183

218

4

405

787

1,192

113

189

10

312

783

1,095

RestrictedFunds£’000

Total Funds2015

£’000

Total Funds2014

£’000

56

829

102

7

-

210

-

-

56

1,039

102

7

53

941

100

8

994 210 1,204 1,102

(28)

723

(5)

16

10

5

(12)

733

-

(7)

740

-

690 31 721 733

CONSOLIDATED STATEMENT OF FINANCIAL ACTIVITIES(incorporating income and expenditure account)

YEAR ENDED 31 MARCH 2015

These financial statements are prepared in accordance with the special provisions of Part 15 of the Companies Act 2006 relating to small companies.

We will maintain a financially sustainable organisation with a strong and stable staff and volunteer base.

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Fixed assets

Tangible assets

Investments

Current assets

Debtors

Stock

Cash at bank and in hand

Liabilities

Creditors: amounts falling due within one year

Net Current assets

Net Assets

The funds of the charity

Total unrestricted funds

Restricted funds

Total charity funds

UnrestrictedFunds£’000

70 74 70 74

RestrictedFunds£’000

Total Funds2015

£’000

Total Funds2014

£’000

200 - 200 -

270 74 270 74

159 116 384 286

2 2 2 2

644 795 415 620

805 913 801 908

354 254 350 249

451 659 501 659

721 733 721 733

690 723 690 723

31 10 31 10

721 733 721 733

On September 26th 1997 the Director of Age Concern Surrey wrote to congratulate me on being appointed Lord Lieutenant and invited me to follow in Sir Richard Thornton’s footsteps and become your President. How can that be nearly 18 years ago?

But age is not something we can avoid, except by the unfortunate event of early death and I have got to the age when my appointment ends. I remember when I started being surprised that Age Concern began being concerned at the age of 50 when most of us were going to live into our ‘80s and ‘90s, but was told that that depended largely on keeping fit and you needed to get into the habit in good time.

Now we have a different name – Age UK Surrey – and we have lived through the Debate of the Age which was an early warning of the problems that an ageing population was likely to bring and which, of course, is now very much on the agenda and will doubtless remain so. Of course there are advantages; most people remain fit and well for much longer, they enjoy a longer retirement, they see their children, grandchildren and even great grandchildren grow and flourish.

I have been honoured to be your President, I have seen great strides made in the care of and provision for older people; and that most live longer and fuller lives is a great blessing. We do live in an age when youth seems to be predominant but the young do learn to respect and learn from the old – and it is our privilege to learn from them how the world is changing.

Dame Sarah Goad DCVO, JPPresident

Our President’s Farewell

Age UK Surrey is a trading name of Age Concern Surrey. Registered Office: Rex House, William Road, Guildford, Surrey, GU1 4QZRegistered Charity Number: 1036450Company Number: 02803315

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Our Trustees and Partners

Our Trustees

Our Chair:

Vice-Chair:

Honorary Treasurer:

Trustees:

Surrey County Council Representative:

Chief Executive andCompany Secretary:

Our Partners

Jim Mussett (term completed 24/09/14)Robert Avis (appointed 24/09/14)

Ken Gilbert (stepped down as Vice-Chair 24/09/14)John Burbridge (appointed 26/11/14)

Barry Seymour

Margaret ClarkeSeok Khim HortonJohn Kerslake (term completed 24/09/14)Jennifer MargraveChris PittGill Walker

Bob Gardner

Sue Zirps

Age UK Surrey is a trading name of Age Concern Surrey. Registered Office: Rex House, William Road, Guildford, Surrey, GU1 4QZRegistered Charity Number: 1036450Company Number: 02803315

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Age UK Surrey is a trading name of Age Concern Surrey. Registered Office: Rex House, William Road, Guildford, Surrey, GU1 4QZ. Registered Charity Number: 1036450 Company Number: 02803315

11/15, ACOSE2536V1NOV15

Age UK Surrey, Rex House, William Road, Guildford, Surrey, GU1 4QZFax: 01483 454614 | Email: [email protected] | SMS: 07548 314281

For more information please call:

01483 503414

Or visit our website at:

www.ageuksurrey.org.uk

Age UK Surrey

@ageuksurrey

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Final Annual Review