1. business and industrial
2. company
3. annual report

CAB Aims
To ensure that individuals do not suffer through:
• lack of knowledge of their rights and responsibilities
• lack of knowledge of the services available to them
• an inability to express their needs effectively
and
• to exercise a responsible influence on the development of social services both
locally and nationally.
CAB Values
The CAB Service:
• is committed to a socially just, tolerant and pluralist society
• is opposed to all forms of discrimination
• is an equal opportunities employer and welcomes the participation of ethnic
and religious minorities at all levels of the organisation.
Contents
Chair’s Report
2
Chief Executive’s Report
3
New Premises
4
Partnerships
5
Policy
10
Social Policy
11
Training
14
Positive Evaluations
16
Awards
19
Network Developments
21
Advocacy & Tribunal Statistics
24
Statistics
26
Accounts
27
Staff & Board Members
31
Associate Members
32
Information System Subscribers
33
With Thanks
34
Bureaux and Outreach Details
37
CAB Annual Report 2005 - 2006 Gaining Ground
Page 1
John Devine, OBE, Chair
Chair’s Report
Last year the whole organisation overwhelmingly opted to
change the structure of governance in Citizens Advice. It was a
comprehensive statement by the whole of CAB that it recognised
the need for reform. Since then the new Trustee Board has
worked hard at decision-making and policy development. It
has prioritised decision-taking that will underpin the long-term
development of Citizens Advice as the principal deliverer of
generalist advice across Northern Ireland.
The Board has been conscious that this involves giving priority to
decision-making with an eye to the long term. In the short-term
such decisions can sometimes appear to be unfair. I have been
impressed with the willingness of Board members to subsume
their bureau and local loyalties to take decisions for the
benefit of the whole organisation in the long term. If I have any
influence as Chair of the organisation I would encourage management committees to take
the long term view as we approach the second phase of our re-structuring.
We are about to commit to the re-shaping of our organisation and the realignment of local
management committees to take account of the new local authority arrangements in the
context of the Review of Public Administration. Also, we are having to adjust to fast-changing
relationships within the organisation as funding is increasingly drawn down on a regional
level as the contracting for services culture takes root.
Deciding what to do offers us no easy options. We need to retain our strong presence in the
communities from which we grew and which we serve, while adapting to the emergence
of new structures in Local Government, Health and Education. It will require enormous
pragmatism and much wisdom to retain the best of what we have and yet change sufficiently
to be able to absorb the changes required of us.
The move by Government to commission services by contracts rather than by grant
aid, requires bids to be made centrally. Thus the traditional tension between the centre
and bureaux will have to now be reassessed and harnessed in a different way if we are
all to succeed. How else will we be enabled to fulfil our mission statement in this new
environment? In order to optimise the chances of a successful bid, the Association has to
be sure that the whole organisation can deliver.
This year the winning of several major contracts for the whole organisation indicates that
funders perceive us to be capable of doing the job. Our new offices in Belfast have given us
an asset base and the space and resources for future development. To keep the momentum
going we need to continue the process of change so that we can be more prepared for the
opportunities and challenges that lie ahead.
Page 2
CAB Annual Report 2005 - 2006 Gaining Ground
Chief Executive’s Report
Derek Alcorn, Chief Executive
The achievements and developments outlined in this report
arguably represent a watershed for the development of advice
services in Northern Ireland. The Advice and Information
Strategy brought forward by the Department for Social
Development is a welcome initiative which has, for the first time,
put advice provision into a strategic framework.
The advice sector has emerged from 35 years of civil violence
as an important part of the social infrastructure in Northern
Ireland, with a significant contribution to policies as diverse
as Neighbourhood Renewal, the Anti Poverty Strategy, and
Inequalities in Health.
The provision of impartial and independent advice, free at the
point of use, also has a clear contribution to make to civil society
as communities move out of conflict and out from under the domination of paramilitary
organisations. In this context the ability of the public to access advice and to subsequently
remain free of any implied obligation to the organisation which gave it, has an obvious
significance.
The Advice and Information Strategy will run parallel with the Review of Public
Administration, and the once in a generation consolidation of Councils from 26 to 7 will
reinforce the rationalisation of the sector required by the DSD’s advice strategy. In short,
CAB in Northern Ireland is about to enter upon a new phase of its development and will have
to adapt its own structure to the new structures being developed around it. Given the volume
of people now seeking to use our services, it is appropriate that we use the opportunity to
take advice on how we might develop and add to the models of service delivery which have
been developed, and whether there is scope to do things differently and in a way which
would help more people to access our advice.
Running in the background is a political discourse about the potential role of the voluntary
sector in delivering public services. We had anticipated the development of the social
economy and have benefited from contracts for the delivery of money advice and social
security advice - a move away from the traditional model of grant aid.
All of the above present us with substantial challenges and also with substantial
opportunities to improve the service to the public while continuing to move forward with
service development. Our ability to manage this will be a test of the maturity and skills of the
organisation.
CAB Annual Report 2005 - 2006 Gaining Ground
Page 3
New Regional Office Building, Donegall Pass
Gaining Ground - New Premises
Seven years of planning, fundraising and hard work came to fruition this year when
Citizens Advice took possession of new premises in Donegall Pass. The premises, which
incorporate purpose built training facilities, are fully accessible and have substantially
increased the space available for training, new technology and projects. In addition they will
provide important financial stability to the Association while underpinning the growth and
development of CAB’s work in Northern Ireland.
The building is an important resource which will support the important range of social
interventions which CAB makes across Northern Ireland. In particular, the additional
space and facilities will act as a springboard for the future of Citizens Advice in Northern
Ireland supporting the developments which are necessary to provide a flexible, modern
service to the greatest number of people. CAB’s rights based approach and commitment
to social justice across all communities in Northern Ireland have been instrumental in the
development of the Association as a central part of the social infrastructure in Northern
Ireland, and will continue to drive the future of the organisation.
The completion of the building coincided with the publication of an Advice and Information
Strategy by the Department for Social Development and represents a maturing of the advice
sector at a time when the potential of the voluntary sector to deliver public services has
moved very high up the agenda of all political parties.
Page 4
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground - Partnerships
From left to right the staff of East Belfast CAB in their new premises in The Arches
Centre: Paul Bready, Sharon Thompson, Rose Henderson, Bill Donaldson, Pat Elliott,
Linda Williamson and Gary Massey
One stop health shop houses East Belfast CAB
An innovative three-way
partnership combining
services in healthcare, local
government and voluntary
sector advice provision has
seen East Belfast CAB move
premises to The Arches Centre
a new Community Treatment
and Care Centre (CTCC)
developed by the South East
Belfast Health and Social
Services Trust (SEBHSST). The
Arches Centre is a purposebuilt facility, one of the first
buildings of its kind in the UK,
creating a one stop shop to
bring together under one roof a
wide range of treatment, care
and information services into
a centre focused within and on
the local community.
This is a radical innovation which is attracting interest from health authorities across the UK.
In developing the concept, partially modelled on service delivery in America, the SEBHSST
reached a strategic alliance with Citizens Advice based on CAB’s investment in new
technology. The SEBHSST has consolidated its services in three CTCCs across its area of
responsibility and each CTCC will therefore have a CAB office to give advice. As part of these
developments an electronic kiosk will be placed in The Arches CTCC to give web assisted
access to advice and information on a self help basis including access to the Citizens Advice
self help website www.adviceguide.org.uk.
In addition to CAB services, GP surgeries, physiotherapy, chiropody and outpatients clinics
are also available. The development reinforces the vital role CAB plays within the community
of East Belfast.
CAB Annual Report 2005 - 2006 Gaining Ground
Page 5
Gaining Ground - Partnerships
DETI contracts with Citizens Advice to provide face-to-face debt
advice
Enterprise Minister, Maria Eagle, discusses the new Debt Advice contract with
Derek Alcorn of Citizens Advice
In March Citizens Advice was awarded an £800k contract by DETI to provide face to face
money advice in Northern Ireland. The contract which will run to March 2008 was awarded
by public tender and provides for some 12 full time money advice workers and a central
research and development post in Citizens Advice. The contract has been commissioned at
a time when interest rates are at a 40 year low, and personal debt in the UK is at a historic
high of over £1 trillion. CAB welcomes the precedent set by putting this work out for open
competition by public tender and we see this as part of the developing social economy in
Northern Ireland.
The contract is a shift away from the traditional grant aid model and comes at a time when
interest rates are rising across the world economy. It also coincides with UK banks reporting
record levels of both profits and bad debt, indicating a continuing problem of irresponsible
lending. We anticipate that the project will enable both Citizens Advice and DETI to begin to
identify the structure and profile of debt in Northern Ireland and therefore the structure and
profile of lending.
Page 6
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground - Partnerships
Citizens Advice awarded SSA Benefit Take up Contracts
Eimear Barbour, Adviser, Shankill CAB advising a client as part of the
Benefit Uptake Project run in partnership with the SSA
Citizens Advice has been awarded three out of the four contracts tendered by open
competition from the Social Security Agency (SSA). The aim of these contracts is to
maximise benefit take up in Northern Ireland.
The SSA will be writing to
17,000 customers under the
categories of: Pensioners over
75, Disability and Carers and
Women. The letters will invite
SSA customers to contact
CAB for an assessment of
what additional benefits
they may be entitled to. All
customers who contact CAB
will receive a full benefit
assessment from a CAB
adviser including information
on the Government’s
Warm Homes Scheme and
entitlement to Housing
Benefit.
The SSA’s welcome initiative has its origins in the direct interest of the DSD Minister David
Hanson in maximising benefit take up. Its engagement with the voluntary advice sector via
contracts to take this work forward, introduces the mixed economy of provision which CAB
has been advocating for some years.
This will combine intelligent use of the SSA’s own databases with the skills and knowledge
which the advice sector can bring to the table in dealing with socially vulnerable people.
Partnership with NIAMH on Mental Health Issues
Following the launch of the Citizens Advice evidence report “Advice in Mind” highlighting the
issues faced by clients with mental health problems a key partnership between the Northern
Ireland Association for Mental Health (NIAMH) and Citizens Advice has been created. The
project will improve access to information and advice services for people with mental health
problems across Northern Ireland by providing advice, advocacy and support services in
Beacon House Centres and in local CAB offices. Advice will be delivered on a wide range of
key topics including housing, debt, employment, consumer, benefits and immigration while
having a unique focus on the information and advocacy needs of people suffering from
mental illness.
CAB Annual Report 2005 - 2006 Gaining Ground
Page 7
Gaining Ground - Partnerships
NMW Project Contract Renewal
Citizens Advice has successfully tendered for a 3 year extension to the National Minimum
Wage Helpline project, funded by the Department of Trade and Industry in London.
Mike O’Donnell, NMW Senior Policy Adviser for DTI, Diane Wilson, NMW Project Manager,
Citizens Advice and Derek Alcorn, Chief Executive, Citizens Advice signing the contract for the
extension of the NMW Helpline Project.
In 2005 the Low Pay Commission ordered an independent evaluation of all the minimum
wage projects running in the UK. Following this evaluation it was decided to close the other
projects in the UK but that a service should still be operated within Northern Ireland. The
new contract will be funded directly by the DTI and will run from July 2006 to June 2009.
Since 2001, the NMW Project has passed over 550 suspected complaints of noncompliance to the HMRC for investigation and assisted the compliance team in identifying
nearly £2million of arrears for low paid workers in Northern Ireland.
On hearing that Citizens Advice had been awarded the contract to provide a National
Minimum Wage Helpline for Northern Ireland through to 2009, Guy Hooper, the Head of
Operations for the NMW enforcement teams said,
“Following the success of Citizens Advice in the recent competition to run
the Northern Ireland Helpline, we look forward to continuing our successful
partnership in providing advice and assistance to low paid workers throughout
Northern Ireland.”
Over the next 3 years the project team’s priority will be to educate the many small business
employers in Northern Ireland and to ensure that young workers are aware of their
entitlement to the minimum wage.
The National Minimum Wage Helpline is open Monday to Friday 9am – 5pm,
0845 6500 207.
Page 8
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground - Partnerships
Money Wise
Building on its innovative work on financial literacy for young people, Citizens Advice has
secured funding for a two year project called Money Wise which will develop and deliver an
accredited financial capability course for marginalised young people aged 14-25 from across
Belfast who are outside the mainstream education system.
The programme will be delivered in partnership with a range of organisations and the young
people themselves will have a key role in advising on course content and materials. They will
therefore be able to take direct action to improve their own life situation while also educating
their peers. This approach will provide both a proactive and preventative approach to
supporting young people to develop this essential life skill.
Completion of the course will provide young people with increased financial awareness
and skills in financial understanding, competence and responsibility as well as providing a
formal qualification. The project has been funded by the Young Education Social Inclusion
Partnership (YESIP).
The project will complement the award winning Money Talks project in schools which Citizens
Advice has pioneered with the Northern Bank since 2003. Money Talks is also continuing to
expand with several new developments in the pipeline.
CAB Annual Report 2005 - 2006 Gaining Ground
Page 9
Gaining Ground - Policy
Advice and Information Strategy
Mick McAtavey, Belfast Group of CAB, David Hanson, Minister for Social
Development, Kate Purvis and John Fairfield, Lower North Belfast
Community Advice Centre and Patricia McGrath, Belfast Group of CAB
The publication of the DSD Advice and Information strategy for Northern Ireland represents
an enormous achievement for the advice sector. For the first time ever Government will have
to define what outcomes it wants for the money which it is spending on advice, within a
strategic framework which takes account of social need, population patterns and its own role
as a funder. The strategy is principally concerned with the funding of local generalist advice
provision, and broadly the deal on offer is enhanced funding for some rationalisation. This
will dovetail in with the Review of Public Administration which aims to reduce the number of
District Councils from 26 to 7 by 2009. The advice sector is therefore going to be reshaped
over the next 3 to 5 years, as new Councils emerge. Since Councils are the source of core
funding to local CAB offices in Northern Ireland, the Association has sought to mitigate the
risks associated with the transition by planning a change management process.
The Advice and
Information Strategy
also needs to be taken
in the context of the
Government funding
database, designed
to prevent duplication
of funding and a more
streamlined approach
between Government
and significant funders
such as the Big Lottery.
DSD’s declared
strategy is to draw in
funding streams from
other Government
departments, and
inevitably other key agencies such as the Legal Services Commission will also co-ordinate
their funding in to the framework which has been created.
Against a lot of odds the advice sector has emerged as a potential key partner in the delivery
of public services, a role increasingly emphasised by politicians of all political parties. Part
of the reason for this, is the particular business model of the sector with its emphasis on
face to face advice for socially vulnerable people and the ability to deliver holistic advice,
underpinned by a commitment to social justice. In many ways, having lost aspects of this
in the public service, the Government seems to be preparing to buy it in. The challenge for
Citizens Advice is to make the necessary internal changes in our structures and procedures,
which will in turn enable the organisation to meet the external changes which are fast
approaching.
Page 10
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground - Social Policy
Citizens Advice gives evidence at Westminster and calls for an
independent right of appeal on tax credit decisions.
Andrea Bedell, Ballymena CAB with Siobhán Harding, Citizens Advice at the House of
Commons to give evidence on the administration of the tax credits system
Problems with tax credits have been well established in the public domain, the failure of
IT systems, the merger of Inland Revenue and Customs to form HM Revenue and Customs
(HMRC), and a public apology by Tony Blair in 2005 which coincided with a report from the
Parliamentary Ombudsman.
In evidence to the Public Accounts
Committee early in 2006 Citizens
Advice highlighted the problems with
overpayments and the effect of these
on clients. In particular we called for the
process of challenging overpayments
to be made easier and an independent
right of appeal to be introduced. We also
drew attention to the removal of the
customer services facility from Northern
Ireland to England with the consequent
removal of valuable contacts.
A client of Ballymena CAB received a
notice that she had been overpaid tax
credits of £2,000, although she had
always provided full information on
changes of circumstances to the Tax
Credit Office. Action by the bureau
established that a computer error had
caused an incorrect calculation which
made it appear that the client had received twice the amount of Working Tax Credit she
had actually received. Recovery was suspended while HMRC investigated the case and a
complaint was lodged by the bureau because of the length of time this took. Eventually the
client received £50 compensation. Without CAB a single parent with one child would have
repaid £2,000 she didn’t owe.
The evidence to the Committee and the significant Government response to the difficulties
with tax credits is a good example of CAB’s social policy work in action – taking the
experiences of clients, placing them in an appropriate policy context and bringing them
to the attention of policy makers. Presented in this way, the actual experiences of the
public are a persuasive influence on politicians and policy makers alike and CAB evidence
is increasingly valued as a source of information on how effectively policies are being
delivered.
CAB Annual Report 2005 - 2006 Gaining Ground
Page 11
Gaining Ground - Social Policy
Report Highlights Mental Health Barriers
With one in six of the Northern Ireland population suffering from some form of mental illness
and more clients presenting to Citizens Advice with mental health problems, Citizens Advice
undertook an analysis of the barriers faced by these clients in their interactions with various
systems such as the benefits system and in the financial sector.
Attending the launch of Advice in Mind are
from left to right: Carmel Hanna, SDLP, Joan
Davies, Banbridge CAB, Derek Alcorn, Citizens
Advice, Angela Welch, Coleraine CAB, Mick
McAtavey, Belfast Group of CABx
An East Belfast client who is suicidal and sees his CPN weekly came into the bureau for
help completing Incapacity Benefit and DLA forms. It was impossible for this client to fill
in the blank mental health section on his own, and without prompting and assistance to
describe his problems, he would have described his problems in such a way that he would
have been refused benefit.
The “Advice in Mind”
report highlighted
the very real
and sometimes
damaging effects of
their experiences on
the mental health
condition of clients.
The report surveyed
360 clients and
showed that 86%
needed advice from
CAB on social security benefits and 32% needed advice with debt problems (many clients
had more than one issue). The findings also showed the complexity of the benefits system
in particular the application forms for benefit many of which are geared for physical disability
rather than mental health problems. The findings also show depression and debt linked in
a vicious cycle with the pressure of debts often making the client’s mental health problems
worse.
Speaking at the launch of the report Professor Alan Ferguson, Chief Executive of the
Northern Ireland Association for Mental Health (NIAMH) said;
“The publication of “Advice in Mind” is both important and timely. The
Bamford Review on Mental Health and Learning Disability in Northern
Ireland makes it clear that mental health and mental health problems are not
the sole responsibility of our mental health services. A cross-sectoral approach
is necessary involving all Government departments and agencies. CAB is to be
applauded on this initiative.”
Citizens Advice is calling for long-term sustainable funding for mental health projects within
the CAB network.
Page 12
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground - Social Policy
Meeting the Local Politicians
Reg Empey, UUP with Siobhán Harding, Citizens Advice
Lucy Cochrane, Citizens Advice with David Ford, Alliance Party
Mark Durkan, SDLP with Lucy Cochrane, Citizens Advice
Ian Paisley Junior, DUP with Lucy Cochrane, Citizens Advice
Representatives from Citizens Advice have attended all the major party political conferences
to inform local politicians about the work of Citizens Advice and to lobby about the issues
facing clients in Northern Ireland.
Citizens Advice works closely with politicians throughout the year. Some 70 Councillors from
all political parties are involved in our 22 local management committees across Northern
Ireland. Members of Parliament also show a close interest in and support for the work of
Citizens Advice at both local and regional level, raising issues of concern with Ministers and
in Parliament as necessary.
CAB Annual Report 2005 - 2006 Gaining Ground
Page 13
Gaining Ground - Training
CAB training now a route to third level education
CAB’s Adviser Training Programme (ATP) has now been recognised by the University of
Staffordshire, and has been added to the University’s Faculty Standards List. This means
that holders of an accredited ATP will be granted 60 exemption credits, equal to four
modules of learning (a student on a full-time degree course takes eight modules of learning
per year, which illustrates the significant level of the exemption).
The exemption can be used towards any of the following qualifications from the University of
Staffordshire:
• Certificate of Higher Education (Advice Studies)
• Diploma in Advice Studies
• BA (Hons) in Advice Studies
CAB’s ATP has thus become a route into third level education.
The accreditation process gained additional enhancement when the University also awarded
15 credits at diploma level for the Social Security Advocacy programme, and a module
entitled Certificate of Credit in Social Security Advocacy will be available from September
2006.
Mr Mark Savage, Senior Lecturer in Advice Studies at Staffordshire University said;
“The course met the accreditation requirements of the University and therefore
is now an accredited diploma level module worth 15 University CAT credits.
The successful accreditation is due largely to the logical presentation of material
and quality of the learning and teaching experience. The University is looking
forward to being an active partner and will be involved in ensuring the quality
assurance aspects of the module.”
The BA (Hons) in Advice Studies is a fully electronic distance learning award and further
details can be found at www.staffs.ac.uk/courses/gateway/advice_studies/. A CAB adviser
can now enter the organisation and progress by virtue of the programme to third level
education. Since its inception in 1996 the accredited ATP course has been delivered over
sixty times and approximately one thousand participants have completed the programme.
Evaluation demonstrates that the programme has been a positive learning experience for
participants, and its successful candidates now consider themselves as life-long learners,
with clearly identifiable progression routes.
“When I came to volunteer at CAB…I had been out of work due to illness for
a number of years. My own personal circumstances had left me very depressed
with low self-esteem and I felt returning to work would be a terrible ordeal….
the course.. has given me my self-confidence back. Previously I had trained as
Page 14
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground - Training
Meeting to agree Staffordshire University accreditation and progression links are from left to right:
Barry McVeigh, Specialist Support Officer, Derek Alcorn, Chief Executive, Genevieve Murphy,
Training Officer and Mark Savage, Senior Lecturer in Advice Studies, Staffordshire University
an RGN and had not worked for some years and didn’t have the confidence to
complete the return to practice course for nurses. I am now pleased to say I am
returning to nursing at the beginning of March 06 with thanks to CAB and the
training course.” Volunteer, Armagh
As graduates from the programme progress, they very often find their way to paid
employment in other organisations. The level of knowledge and skills they display
has reflected favourably on the training they have received. Increasingly, the ATP,
or an equivalent, is being cited on job advertisements as essential or desirable.
“After my law degree I applied to a ..UK commercial law firm. I was hoping
to get a placement…but was at a disadvantage because I had no paralegal
experience. To address this at interview I used my CAB training experience.
This was recognised by the panel and I was offered a vacation placement on the
basis of my CAB experience.” Volunteer, Central Belfast
“I have a better all round benefits knowledge after my ATP than ever before and
that’s a compliment as I worked in the SSA for almost 15 years!! Maybe Civil
Service Chiefs should sit in on the training and see the experts at work.” Staff,
Newry
CAB Annual Report 2005 - 2006 Gaining Ground
Page 15
Gaining Ground - Positive Evaluations
New Technology
During the year PA Consulting undertook an evaluation of our IT work reporting positively that:
“Citizens Advice continues to be well placed to influence and respond to the
emergent strategy to further professionalise the advice and information sector”
and that we had been;
“effective in driving advice queries through other channels, such as the website
and email.”
The report also found that we had met all the formal objectives linked to our E.U. funding
and that this had been administered with economy, efficiency and effectiveness.
Advice 4 Health
An evaluation of “Advice 4 Health” found that the project dealt with 8,500 enquiries and
secured an additional benefit entitlement take-up of nearly £3/4 million in 2005/06. The
project was developed as a new pilot project for one year by Citizens Advice and health and
social care professionals and funded by the Northern Investing for Health Partnership. CAB
employed four advisers to provide a range of advice and advocacy services to the public in
a range of health settings in the Northern Health and Social Services Board region. The
result was a wide, strong and diverse partnership between seven Citizens Advice Bureaux,
three Health Trusts, four Local Health and Social Care Groups, the Northern Neighbourhoods
Health Action Zone and the Northern Investing for Health Partnership.
The four advisers work closely with social workers and health and social care professionals
in a range of health settings including hospitals and GP surgeries. The evaluation report
concluded that Advice 4 Health resulted in;
“A more proactive and holistic approach to meeting the needs of difficult to reach
groups and individuals including those who are isolated, the elderly, ill and
disabled. This has included innovative approaches that have successfully overcome
barriers to reaching these groups, enabling resources to be targeted where they are
most needed and to make a substantial contribution to maximising benefits for
those concerned, alleviating debt, and ensuring a more comprehensive and timely
approach to addressing their immediate and wider needs.”
The success of the project has been recognised by the Northern Investing for Health
Partnership which has agreed to continue to fund the project for a further year until March
2007.
Page 16
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground - Positive Evaluations
Dave Murphy, Citizens Advice, Tom Daly, Comhairle, Josette Cuthbert,
Comhairle, Seamus Brennan TD, Minister for Social and Family Affairs,
Leonie Lunny, Comhairle and Liam Murtagh, Borderwise
Borderwise – Cross-Border Advice and Information Project
Borderwise, the cross-border advice and information project developed in partnership by
Citizens Advice and Comhairle in the Republic of Ireland was also externally evaluated in
2006 following the completion of two years delivery of the project. The project was funded
by the Community Foundation for Northern Ireland under the ‘Developing Cross-Border
Reconciliation and Understanding’ measure of the EU Peace II funding programme.
The innovative nature of the project saw the deployment of the first advice workers in Ireland
to be trained in both jurisdictions, the use of the internet to make information databases
available across both jurisdictions, and the use of a common electronic case management
system deployed on both sides of the border. In short our work in this area with Comhairle
over 10 years has laid down the architecture for an all island advice service.
Borderwise deployed three specialist cross-border advice and information workers who
worked in both local Citizens Advice Bureaux in Northern Ireland and Citizen Information
Centres in the Southern border counties. The project organised cross-border peace
and reconciliation training for information and advice providers and other key activities
included the production of cross-border information booklets, the recruitment and training
of additional volunteers in border region Citizens Advice Bureaux and Citizens Information
Centres and the development of IT systems including a web-site for the project
www.borderwise.org
The project dealt with almost 8,000 enquiries from the public over the past two years and
the evaluation report commented that;
“The development of Borderwise has also provided a unique opportunity
for cross-border co-operation that has led to a harmonisation of advice
and information services to the mutual benefit of individuals, groups and
organisations on both sides of the border.”
CAB Annual Report 2005 - 2006 Gaining Ground
Page 17
Gaining Ground - Positive Evaluations
Heart of the Matter – Volunteers Event
During early 2006 Citizens Advice commissioned an independent action research survey
to find out more about what volunteers thought of their experience of volunteering for the
CAB. The survey also provided the opportunity to gain a better overview of the profile of our
volunteers, to obtain information which would inform recruitment and retention strategies
and to develop more effective volunteering policies and procedures.
The research, undertaken by the Volunteer Development Agency, found that our volunteers
were very dedicated and committed to the work of CAB and that their satisfaction levels
were generally high. The report of the survey “The Heart of the Matter” concluded:
“That the majority of volunteers’ views and experiences of volunteering with
CAB are very positive”.
At the launch of “The Heart of the Matter” during Volunteers Week 2006 are Dave
Murphy, Citizens Advice, Sandra Adair, Volunteer Development Agency and Kelly
Collins, Citizens Advice
The report also highlighted the need for effective volunteer management practices to be
applied consistently across the whole organisation and made a series of recommendations
to assist Citizens Advice with this process.
Page 18
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground - Awards
Best On-Line Customer Services
Attending the e-commerce awards for 2005 are from left to right: Gerry
Staple, Biznet, Robin and Tim Fergusson, Chemical Treatment Services,
John Napier, Citizens Advice and Geoff Winter, Biznet
The Advicedirect website
developed by Citizens Advice,
Northern Ireland won the Northern
Ireland category for Best On-line
Customer Services at the National
E-commerce awards held in
London. The website provides
a range of services to customers
of Citizens Advice Services
including training, consultancy and
publications as well as access to
Advicefinder the organisation’s
electronic information system
and CARMA the organisation’s
electronic case management
system.
Citizens Advice was one of only five local companies to compete for the National Award.
Top Award for Adviceguide
Adviceguide the self-service website developed collaboratively by Citizens Advice in
England & Wales, Scotland and Northern Ireland won an award in the voluntary sector and
intermediary section of the national e-government excellence awards in January 2006.
The website which provides
information and advice across
a wide range of topics from
employment, housing and
benefits to debt and legal advice
has been a huge success and
has now been recognised
publicly with this prestigious
award.
www.adviceguide.org.uk
In the last year the site has seen
over 4 million visits an 83% yearon-year increase. This is over
three times the target set for the
site and a fitting indicator of the
success of the site.
CAB Annual Report 2005 - 2006 Gaining Ground
Page 19
Gaining Ground - Awards
Minister Angela Smith presenting Una Buchanan, Citizens Advice with the Investors in People award at
Hillsborough Castle
Investing in People
Citizens Advice Northern Ireland received
formal recognition of the quality of services
and high level of staff commitment at an
event in Hillsborough Castle where the
organisation was presented with Investor in
People status. The report stated:
“Citizens Advice is a progressive
and innovative organisation that
values and develops its staff as its key
resource in meeting its objectives.
The organisation clearly meets the
requirements of the Investors in
People Standard. It is recommended,
therefore, that Citizens Advice is
recognised as an Investor in People.”
Page 20
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground - Network Developments
Mergers and consolidation
The consolidation of the advice sector continued in 2006 with the merger of Bangor and
Holywood management committees to form North Down CAB. Against a backdrop of the
Review of Public Administration, mergers and consolidation are being encouraged by the
Citizens Advice Trustee Board which has stated in principle that it would like the same
number of management committees as proposed new Councils – currently seven.
Attending an event to mark the merger of Bangor and Holywood CABx to
form North Down CAB are from left to right: Bill Keery, Chair, North Down
CAB, Claudia Gaw, Board Member, North Down CAB, Councillor Alan Leslie,
Mayor of North Down, Oonaugh Harris, Manager, North Down CAB and
Derek Alcorn, Chief Executive, Citizens Advice
In Belfast merger discussions are underway between the Belfast Group of CABx and Suffolk
and Andersonstown CAB.
Ribbon cut for Ards CAB
Attending the official opening of the new premises for Ards CAB
are from left to right: John Arrigan, Treasurer Portlaoise CIC, Oliver
Phelan, Manager Portalaoise CIC, Linda Higginson, Manager Ards
CAB, George Mawhinney, Chairman Ards CAB, Terry Williams,
Mayor of Ards and Leonard Bartlett, Deputy Manager, Ards CAB
(Picture courtesy of Newtownards Chronicle)
Ards CAB has moved to new premises at 75 West Street, Newtownards. The new location
is much more accessible to clients as it is convenient to the local bus station, Housing
Executive Office, Health Centre, Social Security Office and the Community Hospital.
CAB Annual Report 2005 - 2006 Gaining Ground
Page 21
Gaining Ground - Network Developments
Domestic Abuse One Stop Shop Partnership
Oonaugh Harris, Manager Bangor CAB, Josie Shields, North Down and Ards
Women’s Aid, Constable Mary Penton, PSNI
March 2006 saw the
launch of a Domestic
Abuse One Stop Shop
in North Down CAB. In
partnership with North
Down and Ards Women’s
Aid and the local PSNI
the bureau launched the
project to ensure that
victims of domestic abuse
get the help they need.
Page 22
CAB Annual Report 2005 - 2006 Gaining Ground
l
ti
I t
Ad i
f Citi
b
i W
Craigavon CAB took part in a research study in partnership with Queens University Belfast,
which looked at whether a reduction in poverty among patients aged 70 and over would
lead to an improvement in health. During the study more than 1,300 patients from GP
practices were screened in the Craigavon area to ascertain their entitlement to benefits
not already in payment. Their health status was measured at a baseline and at 6 and 9
month intervals. The study was replicated in other rural areas and a number of bureaux
participated. Patients who fell
into the intervention group were
given assistance to apply for
benefits while those who fell into
the control group were offered
advice and signposting only. The
findings from the study have
yet to be analysed and written
up but should be of interest to
policy makers throughout the
UK and abroad. The findings
will be reported in journals
of international standing and
presented at local, national and
international meetings.
M ti
Mena Hughes, Outreach Adviser, Craigavon CAB who worked on the Enrich project
Craigavon District CAB involved in Enrich Study
Gaining Ground - Network Developments
Reaching out to local communities
Citizens Advice has responded to the increase in migrant workers and the growing cultural
diversity in Northern Ireland by working with a range of other agencies to respond to the
needs of minority ethnic communities, for example, the Rural Community Network, the
Housing Executive and Health Trusts.
Antrim CAB together with the Community Safety Partnership and the PSNI supports a group
called AWARE (Antrim Welcomes and Advocates Racial Equality). AWARE aims to raise
public awareness of issues relating to racism, integration and inclusion of ethnic minorities
through education and to raise awareness among migrant workers and ethnic communities
of the information, resources and help available. Banbridge CAB is involved with the
Community Relations Team of their local council and other local community and public
sector organisations to assess interest in developing a more regular forum for EU nationals.
Coleraine CAB is involved in a minority ethnic group along with the Borough Council and the
Community Resource Centre. Fermanagh CAB is part of a minority ethnic support group
led by the Community Relations Council and is developing an information guide for minority
ethnic groups and migrant workers. Carrickfergus CAB is also in the process of setting up a
group to encourage people from minority ethnic groups to feel part of the local community.
Meeting in Warsaw are members of Citizens Advice International,
Back Row from left to right: Hynek Kalvoda, Czech Republic,
Derek Alcorn, Citizens Advice, Northern Ireland, Andrew Crook,
European Citizens Action Service. Front Row from left to right: Lja
Ostrowaska (Poland), Noirin Farren, Citizens Information Centres,
Ireland, Pili Rodriguez, Gibraltar and Dorian Filote, Romania
Clients of CAB have also got involved in this process by offering their expertise to bureaux.
Polish clients of North Down CAB provide the bureau with interpretation and translation
facilities so that the service can be more accessible to the growing Polish population in the
area.
An interesting partnership between Antrim CAB and a local business, SAM Mouldings,
has allowed the use of a Polish worker from the business in the bureau for two hours every
week. Ewa Szmit offers an interpretation service for the growing number of Polish and other
European workers in the Borough. SAM Mouldings are treating this as work time and pay
Ewa for her time in bureau. Ewa’s input to the work of the bureau has been invaluable and
the Association congratulates SAM Mouldings on the company’s vision.
At a European level,
Citizens Advice
International has been
developed to provide
links and practical
support to the many
new EU member
states which have
shown an interest in
the development of
advice services. More
information about
Citizens Advice International is available from www.citizens-advice-international.org.
CAB Annual Report 2005 - 2006 Gaining Ground
Page 23
Gaining Ground Advocacy and Tribunal Statistics
The CAB network remains the largest single source of help for social security appellants in
Northern Ireland. Representation at appeal tribunals for appellants is provided by local CAB
offices while a specialist consultancy service, training and legal appeals to Social Security
Commissioners is provided by the Specialist Support Officer at Citizens Advice Regional
Office.
Appeal Tribunals
Table 1 below illustrates that in the 12 months to December 2005 a total of 10,412
social security related appeal tribunals and disability related appeal tribunals were
heard in Northern Ireland. The importance of independent representation for the public
is shown by the fact that of the 6788 cases presented without representation, 1225 or
18% were successful and 5563 or 82% were unsuccessful. Of the 3624 cases presented
with representation 1769 or 49% were successful and 1855 or 51% were unsuccessful.
Independent representation therefore broadly lifts the chances of a successful appeal by a
member of the public from 1 in 5 to 1 in 2.
Table 1
Appeal Tribunals in 12 months to December 2005
Successful
Unsuccessful
Sub Total
Presented with Representation
1,769
(49%)
1,855 (51%)
3,624
Presented without Representation
1,225
(18%)
5,563 (82%)
6,788
Grand Total
10,412
Source: The Appeals Service (NI)
Page 24
(Analysis by Citizens Advice)
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground Advocacy and Tribunal Statistics
The figures in Table 2 below show that in 2005 CAB provided representation in 1,017
appeals. 37% of disability related appeals and 56% of social security related appeals were
successful.
Table 2
Appeal Tribunals represented by CAB in 12 months to December 2005
Successful
Unsuccessful
Sub Total
Disability Related Appeal
243 (37%)
423 (63%)
666
Social Security Related Appeals
196 (56%)
155 (44%)
351
Grand Total
1,017
Complaints Procedure for Appeal Tribunals
In 2004 Citizens Advice lodged a formal complaint with the Lord Chancellor’s Office in
respect of the refusal of the President of the Appeals Service to provide a written copy of the
complaints procedure for appellants. In a second stage review of the complaint it emerged
that the Northern Ireland Court Service had had a draft written judicial complaints procedure
since December 2000 which it was using as a de facto complaints procedure but which it
had never published.
While our complaint was still being considered, this document was posted on the NI Court
Service website in June 2005 without any publicity. The Lord Chancellor’s Office did not
uphold our complaint and his Department’s handling of the complaint has been referred to
the Parliamentary and Health Ombudsman.
From April 2006, responsibility for judicial complaints in Northern Ireland passed to the Lord
Chief Justice, and after consultation, a revised judicial complaints procedure was posted on
the website.
The need for a Legal Ombudsman for Northern Ireland is one of the policy issues to emerge
from the complaint.
CAB Annual Report 2005 - 2006 Gaining Ground
Page 25
Gaining Ground - Statistics
During 2005-2006 Citizens Advice saw an increase of over 31,000 enquiries to 251,907 an
increase of 14% on the previous year. Once again more than half (54%) of all enquiries are
benefit related. A growing area of enquiry to CAB is debt which accounts for over 46,000
queries across all the different types of debt including benefits, housing and the most
common consumer debts. The debt statistics show a significant increase of almost 61% on
the previous year.
Citizens Advice Benefit Statistics 2005-2006
Citizens Advice Statistics 2005-2006
Page 26
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground - Accounts
The summarised financial statements below are not the statutory financial statements but a summary of information relating to both the Statement of Financial Activities and the Balance Sheet. Our statutory accounts that were approved on 20
July 2006 have been audited and a copy of the full accounts can be obtained from NIACAB, 46 Donegall Pass, Belfast. The
report of the auditors did not contain a qualified opinion or an emphasis of matter paragraph.
On behalf of the Board of Trustees
Northern Ireland Association of Citizens Advice Bureaux Ltd
COMPANY LIMITED BY GUARANTEE
Statement of financial activities
Year Ended 31 March 2006
Designated
Funds
Unrestricted
Funds
Restricted
Funds
Total Funds
2006
Total Funds
2005
Note
£
£
£
£
£
Voluntary income
2
-
476,416
-
476,416
476,858
Incoming resources from charitable activities
3
-
29,400
905,017
934,417
733,655
Interest receivable
-
11,381
-
11,381
10,459
Total incoming resources
-
517,197
905,017
1,422,214
1,220,972
Incoming resources
Incoming resources from generated funds
Resources expended
Charitable activities
5
-
452,565
771,701
1,224,266
912,449
Governance costs
5
-
19,776
-
19,776
15,430
Total resources expended
-
472,341
771,701
1,244,042
927,879
Net incoming/(outgoing) resources before
transfers
-
44,856
133,316
178,172
293,093
Transfer between funds
341,417
(14,192)
(327,225)
-
-
Net incoming/(outgoing) resources for the year
341,417
30,664
(193,909)
178,172
293,093
Balances brought forward
75,000
375,638
356,311
806,949
513,854
Balances carried forward
416,417
406,302
162,402
985,121
806,949
The charity has no recognised gains or losses other than the results for the year as set out above.
All of the activities of the charity are classed as continuing.
CAB Annual Report 2005 - 2006 Gaining Ground
Page 27
Gaining Ground - Accounts
Northern Ireland Association of Citizens Advice Bureaux Ltd
COMPANY LIMITED BY GUARANTEE
Balance Sheet
Year Ended 31 March 2006
2006
2006
2005
£
£
£
1,013,558
440,150
Fixed Assets
Tangible assets
Current Assets
Debtors
481,265
275,191
Cash at bank
136,489
415,840
617,254
691,031
(546,191)
(224,232)
Creditors: Amounts falling due within one year
71,563
466,799
Total assets less current liabilities
1,085,121
906,949
Creditors: Amounts falling due after more
than one year
(100,000)
(100,000)
985,121
806,949
Designated Funds
416,417
75,000
Other Charitable Funds
406,302
375,638
Restricted
162,402
356,311
TOTAL FUNDS
985,121
806,949
Net current assets
Net assets
Funds
Unrestricted:
Page 28
CAB Annual Report 2005 - 2006 Gaining Ground
Gaining Ground - Accounts
Northern Ireland Association of Citizens Advice Bureaux Ltd
COMPANY LIMITED BY GUARANTEE
Notes to the financial statements
Year Ended 31 March 2006
Unrestricted
Funds
Restricted
Funds
Total Funds
2006
Total Funds
2005
£
£
£
£
64,254
-
64,254
75,000
412,162
-
412,162
401,858
476,416
-
476,416
476,858
Unrestricted
Funds
Restricted
Funds
Total Funds
2006
Total Funds
2005
£
£
£
£
The Big Lottery Fund
-
37,029
37,209
35,431
Atlantic Philanthropies
-
67,500
67,500
-
Department of Social Development IT Grant
-
69,986
69,986
73,747
Premises Funding
-
198,195
198,195
-
Advice Guide
-
1,040
1,040
-
Inland Revenue
-
5,000
5,000
2,000
Northern Bank
-
-
-
14,000
CFNI - Borderwise
-
186,271
186,271
124,802
RNID
-
-
-
37
Northern Investing for Health Partnership
-
-
-
119,703
Community Housing Advice Project
-
582
582
490
SSA - Welfare Reform Project
-
131,401
131,401
130,867
DETI - Money Advice Project
-
208,013
208,013
70,563
Ulster Garden Villages - grant for premises
-
-
-
100,000
TBF Foundation - funding for premises
-
-
-
5,000
Charitable appeal for premises
-
-
-
4,030
29,400
-
29,400
52,985
29,400
905,017
934,417
733,655
2. Voluntary income
Gift Aid from CAS
Department of Social Development
3. Incoming resources from charitable
activities
Other income for charitable activities
CAB Annual Report 2005 - 2006 Gaining Ground
Page 29
Gaining Ground - Accounts
NORTHERN IRELAND ASSOCIATION OF CITIZENS ADVICE BUREAUX LTD
COMPANY LIMITED BY GUARANTEE
Notes to the financial statements
Year ended 31 March 2006
5. Resources expended
Advice &
Information
Information
Technology Governance
Training
Total 2006
Total 2005
£
£
£
£
£
£
413,529
7,000
34,650
-
455,179
290,648
13,496
-
1,912
-
15,408
14,673
1,548
-
-
-
1,548
-
Training and conferences
32,585
-
-
-
32,585
9,562
Advertising and recruitment
Direct Costs
Staff Costs
Travel and subsistence
Volunteer costs
29,402
-
-
-
29,402
3,910
Direct office costs
5,756
-
-
-
5,756
10,850
Information Technology
6,548
-
26,415
-
32,963
38,819
Consultancy, legal and professional fees
23,135
-
8,049
-
31,184
60,647
Citizens Advice Bureau costs
93,976
-
-
-
93,976
6,269
Depreciation
14,203
-
-
-
14,203
13,194
Audit fees
-
-
-
4,364
4,364
3,649
Board meetings & AGM costs
-
-
-
6,858
6,858
7,429
Project management
41,371
-
-
-
41,371
17,066
675,549
7,000
71,026
11,222
764,797
476,718
Staff Costs
290,648
28,764
20,644
5,201
345,257
318,204
Premises
35,888
2,097
10,438
-
48,424
44,736
Communications
12,063
778
1,946
-
14,787
13,238
General Office Costs
8,212
6,526
1,743
-
16,481
20,310
Meetings and conferences
6,826
-
-
-
6,826
1,760
Advertising and recruitment
4,746
-
-
-
4,746
3,847
Subscriptions
2,641
-
-
-
2,641
1,426
Travel and subsistence
5,530
357
892
463
7,242
4,921
-
-
-
2,890
2,890
4,037
Training
5,043
10,692
315
-
16,050
14,540
Depreciation
4,458
288
719
-
5,465
4,003
Support Costs
Legal and professional fees
Computer support costs
1,666
39
557
-
2,262
437
General expenses
2,176
140
3,227
-
5,544
7,714
630
-
-
-
630
492
Bank charges
Mortgage
7,642
Information checking
4,394
380,527
Page 30
49,682
40,482
8,554
479,245
451,161
CAB Annual Report 2005 - 2006 Gaining Ground
Staff & Board Members
Staff
(31 March 2006)
Derek Alcorn
Dara Toal
Chief Executive
PA to the Chief Executive
Una Buchanan
Judith Harrison
Donna Clarke
Andrew Murphy
Des Dickson
Director of Finance & Administration
Administrator
Secretary
Secretary
Secretary
Vacant
Lucy Cochrane
Siobhán Harding
Diane Wilson
Don McColl
Mark Gourley
Director of Information Services
Information & Policy Officer
Information & Policy Officer
NMW Information Supervisor
Information Technology Officer
Information Technology Officer
David Murphy
Genevieve Murphy
Kelly Collins
Lizanne Frawley
Barry McVeigh
Scott Kennerley
Director of Development
Training Officer
Community Support Worker
Community Advice Trainer
Specialist Support Officer (Advocacy)
Research, Training and Development Officer (Money Advice)
Trustee Board Members
(31 March 2006)
Chair
John Devine
Vice-Chair
Mary McPartland
Treasurer
Brian Compston
Board Members
Billy Snoddy
Alan Holt
Cliff Radcliffe
Nora Winder
Lynd Roper
Dan Christie
Sam McPherson
Matt Durkin
Chris Edge
Chairs of Sub-Committees
Finance
Brian Compston
Development
Cliff Radcliffe
Information Services Lynd Roper
Observer
Keith Stanyer
Chair of Managers’ Group
CAB Annual Report 2005 - 2006 Gaining Ground
Page 31
Associate Members
3rd Battlion The Royal Irish Regiment
Age Concern
Alzheimers Society
Antrim Credit Union
Ark Housing
Arthritis Care
Assembly Library
Barnardos
Belfast Carers Centre
BiH Housing Association
British Deaf Association
Bryson House
Bytes Project
Children’s Law Centre
Chinese Welfare Association
Choice Housing Association
Christian Guidelines
Community Development & Health Network
Cookstown & Dungannon Womens Aid
Council for the Homeless
Crudden Dolan & Co. Accountants
Derry Credit Union Ltd
DETI Library
Dry Arch Centre (for families)
East Antrim DUP
East Belfast Independent Advice Centre
Employers for Childcare
Falls Women’s Centre
Fold Housing Association
Gingerbread NI
Glenluce Quality Caring Centre
Greater West Belfast Community Association
Habinteg Housing Association (Ulster) Ltd
Habitat for Humanity
Help the Aged
HMP Maghaberry
Housing Rights Service
ICAS
Keady Credit Union
Law Centre (NI)
Lisburn Credit Union
McCambridge Duffy & Co.
Mencap NI
Mind Yourself
Page 32
Multiple Sclerosis Society
Neighbourhood Development Association
Newry Welfare Rights Centre
NI Council for Ethnic Minorities
NI Federation of Housing Associations
North Belfast Employment Centre
Northern Ireland Housing Executive
Nucleus
NUS-USI
Ormeau Credit Union
Parents Advice Centre
Relate NI
Rethink
Royal National Institute for the Blind
Save the Children
SDLP Headquarters
Seafarer’s Benefits Advice Line
SHAC Housing Association
Tar Isteach
Thompsons Solicitors
TPM Credit Union
Training for Women Network
Trocaire
University for Industry/ Learndirect
Voice of Young People in Care
Volunteer Development Agency
Wave Trauma Centre
Welfare Department, St Lucia Barracks
Womens Aid Helpline
CAB Annual Report 2005 - 2006 Gaining Ground
Information System Subscribers
Age Concern
Assembly Library
Barnardos
Children’s Law Centre
Derry City Council
DETI
Gingerbread
HMP Maghaberry
Housing Rights
ICAS
North Belfast Consortium
Prison Service Trust
Royal National Institute for the Blind
Seafarer’s Benefits Advice Line
Stock Services SELB
Thompsons Solicitors
Wave Trauma Centre
CAB Annual Report 2005 - 2006 Gaining Ground
Page 33
With Thanks
Citizens Advice in Northern Ireland works with a wide range of agencies whose help
and co-operation greatly enhance the services which we deliver.
Our thanks are due to the following:
Advice NI
Advice Services Alliance
Age Concern
Agnew Andress Higgins
Alasdair McDonnell MP
Alliance Party of Northern Ireland
Allianz
Alzheimer’s Society
Antrim Borough Council
Antrim Community Forum
Ards Borough Council
Armagh CAB
Armagh City and District Council
Arthritis Care
Assembly Library
Asthma Concern
Atlantic Philanthropies
B J Crampsey
Ballybeen Community Forum
Bally been Women’s Centre
Ballykeel Community Association
Ballymena Borough Council
Ballymoney Borough Council
Banbridge District Council
Bangor CAB
Bar Pro Bono Unit
Bates, Wells and Braithwaite Solicitors
BDO Stoy Hayward
Belfast Carers Centre
Belfast City Council
Belfast Door Project
Belfast Education and Library Board
Belfast Redevelopment Office
Belfast Regeneration Office
Belfast Volunteer Bureau
Bellaghy Development Association
Big Lottery Fund
BIH Housing Association
British Deaf Association
British Telecom
Broughshane Community Association
Business & Scientific Services
CAJ
Capita Management Consultants
Cardiac Care
Careers Advisory Service (QUB)
Page 34
Carers NI
Carrickfergus Borough Council
Carryduff Community Forum
Castlereagh Borough Council
Cavanagh Kelly
CCEA
Centre for Cross Border Studies
Centre for the Unemployed
Child Support Agency
Children’s Law Centre
Chinese Welfare Association
Citizens Advice England and Wales
Citizens Advice International
Citizens Advice Scotland
Citizens Information Centres
Clanmil Housing Association
Coleraine Borough Council
Coleraine CAB
Coleraine Volunteer Bureau
Conor Murphy MP
Comhairle
Community Evaluation NI
Community Foundation (NI)
Community Housing Advice Project (CHAP)
Community Network Portadown
Confederation of Community Groups, Newry
Coleraine CAB
Cookstown Business and Professional Women’s
Group
Cookstown Community Renewal Projects
Cookstown District Council
Co-Operation Ireland
Corcrain Housing Association
Council for the Homeless (NI)
Craigavon Borough Council
Craigavon Health Forum
Craigavon Health Information Project
Craigavon Volunteer Bureau
David Simpson MP
Declan O’Loan
Department for Employment and Learning
Department of Finance and Personnel
Department for Social Development
Department of Education
Department of Enterprise Trade and Investment
Department of the Environment
Department of Health Social Services and Public
Safety
CAB Annual Report 2005 - 2006 Gaining Ground
Department of Trade and Industry (DTI)
Derry City Council
Disability Action
District Councils throughout NI
Domestic Violence Forums
Donnelly O’Neill
Down District CAB
Down District Council
Downpatrick Volunteer Bureau
Downtown Women’s Centre
Dundonald Credit Union
Dungannon and South Tyrone Borough Council
Dungoyne Community Centre
DUP
DVLNI
Eddie McGrady MP
Edgecumbe Day Centre
Edward Street Hostel for the Homeless
E-government Unit
Professor Eileen Evason
Elliott, Duffy & Garrett Solicitors
Energy Savings Advice Trust
Enforcement of Judgments Office
Enkalon Foundation
Equality Coalition
Equality Commission
European Debt Net
European Unit of the Training and Employment
Agency
Extra Care
Fairhill Centre
Fermanagh District Council
Fermanagh local consortia
Financial Services Authority (FSA)
Flynn & McGettrick Solicitors
Fold Housing Association
G Crossan
Garfield Weston Foundation
General Consumer Council
Gerry Adams MP
Gingerbread NI
Glencree Centre for Reconciliation
Glenravel Community Association
Graham Smyth
Grant Thornton Chartered Accountants
Greater West Belfast Community Resource Centre
Gregory Campbell MP
H McPartland
H Sheils
Health & Safety Executive for Northern Ireland
Health & Social Services Councils
Health & Social Services Trusts
Cllr Helen Quigley
Helm Management Consultants
CAB Annual Report 2005 - 2006 Gaining Ground
Help the Aged
HMP Maghaberry
HM Revenue & Customs
Housing Rights Service
Human Rights Commission
Rev Ian Paisley MP
ICAS
Impact Training
Information Commissioner
Insolvency Service
Institute of Professional Legal Studies (QUB)
Investors in People
Iris Robinson MP
Irish Congress of Trade Unions
Ita Managan
J Sampson
Jeffrey Donaldson MP
Jelly Communications
John Devine
John Ritchie
John McKee & Son Solicitors
Joint Standards Committee for Child Support &
Social Security
Keady Credit Union
Kearney Sefton
Kennedy, Hughes & Co
Labour Relations Agency
Larne Borough Council
Law Centre (NI)
L’Derry CAB
Legal Services Commission
Lisburn CAB
Lisburn City Council
Local Advice Agency Forum
Local Strategy Partnerships
Lurgan Business and Professional Women’s Club
Macedon Project
Macmillan Cancer Support
Magherafelt District Council
Magherafelt Women’s Group
Marcus Duignan
Mark Durkan MP
Martin McGuinness MP
Mary McPartland
McCann & Greyston
Michelle Gildernew MP
Mike Morrissey
Ministry of Defence
Modern Office Supplies
Money Advice Trust
Moore Stephens Chartered Accountants
Moyle District Council
MS Society
Multi-Cultural Resource Centre
Page 35
With Thanks
MUST Hostel
Napier & Sons
Newry and Mourne City Council
Newtownabbey Borough Council
NIACRO
NI Association for Mental Health
NI Chest Heart and Stroke
NI Court Service
NI Joint Standards Committee
NI Ombudsman
NI Open College Network
NI Probate Service
NI Transplant Association
NI Youth Forum
NICVA
NIE
Nigel Dodds MP
NIHE
NIPSA
Nora Winder
Northgate
North Belfast Partnership
North Down Borough Council
North South Ministerial Council
Northern Bank
Northern Investing for Health Partnership
Northern Ireland Inter-Board Youth Panel
OCR
Odhran Stockman BL
Office of Law Reform
Office of the Social Fund Commissioner
Office of the Social Security and Child Support
Commissioners
Open College Network
Opportunity Youth
Orchardville Society
Ormeau Credit Union
Pat Doherty MP
Pentagon Solutions
Peter Robinson MP
Police Ombudsman for Northern Ireland
Police Service of Northern Ireland
Portglenone Community Association
Praxis
Probus
Queen’s University
Rafferty & Boyle
Rates Collection Agency
Rev H Good
Review of Public Administration
Rightsnet
RNIB
RNID
Royal Hospitals Trust
Page 36
Rural Support
Sammy Wilson MP
Cllr Samuel Johnston
SDLP
SEUPB
Seafarer’s Benefits Advice Line
SELB – Craigavon Division
Shankill Early Years Project
Sinn Fein
Social Issues Committee (Newtownabbey)
Social Security Advisory Committee
Social Security Agency
South and East Belfast Health and Social
Services Trust
South Belfast Community Forum
StaffCare
Staffordshire University
St Vincent De Paul
Strabane District Council
Lady Sylvia Hermon MP
Tar Isteach
TBF Foundation
The Appeals Service (NI)
The Co-op
The Nerve Centre
The Office of the President of Appeals Service (NI)
Thompsons Solicitors
Travellers Movement
Tullycarnet Community Enterprises
Tullycarnet Community Forum
Ulster Garden Villages
Ulster Bank
Ulster Farmers Union
Ulster Hospital
Unison
University of Ulster – Coleraine
University of Ulster – Jordanstown
UUP
Viridian
Voluntary and Community Unit, Department for
Social Development
Volunteer Development Agency
Wave Trauma Centre
Rev William McCrea MP
Women’s Aid
Worknet Connections
YESIP
Youth Council NI
Youthnet
CAB Annual Report 2005 - 2006 Gaining Ground
Bureaux and Outreach Details
Bureau
Outreach Services
Antrim
Toome, Crumlin, Randalstown, Rathenraw Estate, Stiles Estate, Springfarm
Estate, Antrim Area Hospital, Holywell Hospital
Antrim Road
Old Sea House, Joanmount Methodist Church, Cancer Life Line
Ards
Comber Leisure Centre, Kircubbin Community Centre, Portaferry Health
Centre, Ballygowan Village Hall, Towerview Resource Centre
Armagh
Tandragee Recreation Centre, Keady, Markethill Social Centre, Richill Health
Centre, Loughgall Community Pavillion
Ballymena
Ballykeel Community House, Ballee Community Centre
Banbridge
Rathfriland ROMAL Office, Dromore Town Hall, ‘Gilford Together’ Community
Office
Carrickfergus
Health Centre, Carrickfergus
Central Belfast
Coleraine
Town Hall, Ballymoney, Bushmills Community Centre, Ballycastle, Cushendall,
Ballysally
Cookstown
Magherafelt, Coagh Surgery, Stewartstown, Draperstown Surgery,
Moneymore, Health Centre, Cookstown, Ballyronan, Rock, Dunamore,
Bellaghy Health Centre
Down District
Ballynahinch, Newcastle, Castlewellan, Saintfield Health Centre
Dungannon
Aughnacloy, Beacon Centre, Coalisland
East Belfast
Tullycarnet Resource Centre, Cregagh Community Centre, Dungoyne
Community Centre, Belvoir Activity Centre, Mount Oriel Health Clinic, Braniel
Community Centre, Island Day Centre, Castlereagh Telephone Service,
Woodstock Lodge, HIV Support Centre
Falls
Upper Springfield Resource Centre, Royal Victoria Hospital, Belfast Travellers
Education and Development Group
Fermanagh
Lisnaskea, Irvinestown, Roslea, Belleek, Tyrone and Fermanagh Hospital
Glengormley*
Ballyduff Community House, Ballyclare Community Concern
Larne
Lisburn
Dunmurry Development Partnership, Seymour Hill, Hillsborough Health
Centre, Derriaghy Centre, Knockmore Community Association, Trinity
Methodist Church, Tonagh Community Association, Stewartstown Road Health
Centre
CAB Annual Report 2005 - 2006 Gaining Ground
Page 37
Bureaux and Outreach Details
L’Derry
Hazelbank & Ballymagroarty, Newbuildings Community Centre, Galliagh
Residents Association, Hazelbank, Nelson Drive Action Group, Gransha
Hospital, Eglinton Community Ltd, Strathfoyle Community Centre, St Eithnes
Park Association, Waterside, Lettershandoney District Development Group,
Triangle Tenants Association, Tullyally/Currneirn
Lurgan**
Magheralin Parish Centre, Aghalee Village Hall, Aghagallon Parish Centre,
Manor Centre
Newry & Mourne
Crossmaglen Community Centre, Mullaghbawn Community Centre,
Newtownhamilton Community Centre, Kilkeel Development Association
North Down
Kilcooley, George Green Community Centre, Rathgill, Whitehill/Skipperstone,
Bloomfield Community Association, Clandeboye Village Community Group,
Crawfordsburn Inn, Holywood Office, Holywood Health & Care Centre,
Redburn Community Centre
Portadown**
Ashgrove Centre, Corcrain Centre, Meadows Centre, Annaghmore, Birches,
Maghery
Rathcoole*
Bawnmore, Monkstown Community School, Longlands/Arthur External
Session
Shankill
Hannah Centre, Ballysillan, Highfield Estate, Glencairn Community Centre,
Ardoyne Association, Ardoyne Youth Club, New Life Counselling Services
Strabane
Suffolk/A’town
Wilton House, Finaghy Health Centre
* Newtownabbey District
** Craigavon District
Page 38
CAB Annual Report 2005 - 2006 Gaining Ground
CAB Annual Report 2005 - 2006 Gaining Ground
Page 39
Page 40
CAB Annual Report 2005 - 2006 Gaining Ground
Grant Thornton and the Citizens Advice Bureau – helping your
clients regain control through an Individual Voluntary
Arrangement (IVA)
Client feature
A debt management plan would have taken up any surplus
_ÉÑçêÉ=OMMQ=ãó=ÜìëÄ~åÇ=~åÇ=f=Ü~Ç=~=ã~å~ÖÉ~ÄäÉ=äÉîÉä=çÑ=ÇÉÄíK
eçïÉîÉê=ãó=ÜìëÄ~åÇ=ÄÉÅ~ãÉ=îÉêó=áää=~åÇ=ï~ë=ìå~ÄäÉ=íç=ïçêâ
~åÇ=ëç=Äó=aÉÅÉãÄÉê=OMMR=ïÉ=ïÉêÉ=ÉñéÉêáÉåÅáåÖ=éêçÄäÉãë
é~óáåÖ=ÅêÉÇáí=Å~êÇëI=äç~åë=~åÇ=ÖÉåÉê~ä=ÜçìëÉÜçäÇ=ÉñéÉåëÉëK
f=Åçåí~ÅíÉÇ=~ää=íÜÉ=Åçãé~åáÉë=íç=Éñéä~áå=íÜ~í=ïÉ=ÅçìäÇ=åç
äçåÖÉê=ãÉÉí=çìê=Ñáå~åÅá~ä=ÅçããáíãÉåíëI=é~êíáÅìä~êäó=~ë=ïÉ=ïÉêÉ
ÄçíÜ=áå=êÉÅÉáéí=çÑ=ëçÅá~ä=ëÉÅìêáíó=ÄÉåÉÑáíëK=We knew we had to
income for seven years éêçîáÇáåÖ=áåíÉêÉëí=~åÇ=ÅÜ~êÖÉë=ïÉêÉ
ëíçééÉÇ=ÜçïÉîÉê=~ë=áí=áë=áåÑçêã~ä=ïÉ=ïçìäÇ=ÄÉ=çéÉå=íç=ÑìêíÜÉê
Ü~ëëäÉ=Ñêçã=ÅêÉÇáíçêë=~åÇ=íÜÉáê=ÅçääÉÅíçêëK=Consolidation was
considered but would only be a delaying tactic ~åÇ=åçí=êÉ~ääó=~å
çéíáçå=~ë=êÉé~óãÉåíë=ïçìäÇ=ÄÉ=ÉîÉå=ÜáÖÜÉêK
An IVA was an attractive option and the money adviser
address our problems but didn’t feel our creditors were
procedures involvedK=f=ï~ë=íÜÉå=ÖáîÉå=íÜÉ=çéíáçå=çÑ=~=ÑêÉÉ
empathetic at all.
Åçåëìäí~íáçå=ïáíÜ=~=ÅÜçáÅÉ=çÑ=fåëçäîÉåÅó=mê~ÅíáíáçåÉêK
tÉ=ÅÜçëÉ=dê~åí=qÜçêåíçåI=~åÇ=íÉäÉéÜçåÉÇ=íÜÉã=Ñçê=~
ãÉÉíáåÖK=táíÜáå=Ñçìê=Ç~óë=ïÉ=ãÉí=ïáíÜ=çåÉ=çÑ=íÜÉáê=ÉñéÉêáÉåÅÉÇ
ÅäáÉåí=ëÉêîáÅÉë=~ÇîáëÉêë=ïÜç=~åëïÉêÉÇ=~ää=çìê=ÅçåÅÉêåë=~åÇ=ïÉ
ÄÉÖ~å=íç=ëÉÉ=~å=ÉåÇ=íç=çìê=Ñáå~åÅá~ä=éêçÄäÉãëK=We considered
explained the advantages and disadvantages including the
f=íÉäÉéÜçåÉÇ=iáëÄìêå=`^_=ïáíÜ=íÜÉ=áåíÉåíáçå=çÑ=~ÇÇêÉëëáåÖ
çìê=ÇÉÄíë=~åÇ=~êê~åÖÉÇ=~å=~ééçáåíãÉåí=ïáíÜ=íÜÉ=ãçåÉó=~ÇîáÅÉ
ïçêâÉê=áå=cÉÄêì~êó=OMMSK=qÜÉ=`^_=ãçåÉó=~ÇîáëÉê=ï~ë=îÉêó
ÜÉäéÑìä=~åÇ=ìåÇÉêëí~åÇáåÖI=ÜÉ=ÅçãéäÉíÉÇ=~=ÄÉåÉÑáí=ÅÜÉÅâ=çå=íÜÉ
áåÑçêã~íáçå=éêçîáÇÉÇ=~åÇ=íçäÇ=ãÉ=íÜ~í=we were actually entitled
our options and contacted Grant Thornton as we decided that an
to Pension Credit and also an underlying entitlement to Carers
IVA was our best solution. tÉ=ïÉêÉ=âÉéí=áåÑçêãÉÇ=~í=ÉîÉêó=ëí~ÖÉ
Allowance (totalling £111 per week). We had no idea we were
çÑ=íÜÉ=éêçÅÉëë=ìåíáä=çìê=çÑÑÉê=ï~ë=~ÅÅÉéíÉÇ=Äó=çìê=ÅêÉÇáíçêë=áå
j~êÅÜ=OMMSK
jó=ÅêÉÇáíçêë=~ÅÅÉéíÉÇ=íÜÉ=éêçéçë~äë=ã~ÇÉ=íÜêçìÖÜ=dê~åí
qÜçêåíçå=íç=êÉëçäîÉ=ãó=ÇáÑÑáÅìäíáÉëK=tÉ=åçï=Ü~îÉ=~=êÉ~äáëíáÅ
êÉé~óãÉåí=ëÅÜÉÇìäÉ=ïáíÜ=~å=ÉåÇ=Ç~íÉI=~åÇ=ãçëí=áãéçêí~åíäó=our
entitled to anything. We were also entitled to maximum Housing
Benefit of £50 per week plus rates, and a lump sum back
payment of £2,100. qÜÉ=`^_=ãçåÉó=~ÇîáëÉê=~ëëáëíÉÇ=ìë=ïáíÜ
ÅçãéäÉíáçå=çÑ=íÜÉëÉ=ÅçãéäáÅ~íÉÇ=ÑçêãëK
qÜÉ=`^_=ãçåÉó=~ÇîáëÉê=~äëç=Éñéä~áåÉÇ=çìê=ÇÉÄí=çéíáçåë=áå
ÇÉí~áäI=çåÉ=çÑ=çìê=çéíáçåë=ï~ë=bankruptcy which we morally did
not want to do.
creditors agreed to write off a sizeable proportion of our debt.
qÜÉ=ÜÉäé=íÜ~í=`^_=Ü~îÉ=ÖáîÉå=ìë=ÉåëìêÉÇ=ïÉ=ïÉêÉ=áå=êÉÅÉáéí
çÑ=~ää=íÜÉ=ÄÉåÉÑáíë=ïÉ=ïÉêÉ=ÉåíáíäÉÇ=íç=~åÇ=íÜÉ=ãçåÉó=~ÇîáÅÉ=ï~ë
éêçîáÇÉÇ=Äó=~å=~ÇîáëÉê=ïÜç=ï~ë=É~ëó=íç=í~äâ=íç=~åÇ=åÉîÉê
àìÇÖÉÇ=ìëK=We feel that this has given us our life back.
qÜÉ=ÄáÖÖÉëí=ÖáÑí=ï~ë=ÖÉííáåÖ=ìë=çìí=çÑ=ÇÉÄí=~åÇ=Ñçê=íÜ~í=ïÉ
ïáää=ÄÉ=ÑçêÉîÉê=Öê~íÉÑìäK=`êÉÇáí=Ñçê=ìë=áë=~=íÜáåÖ=çÑ=íÜÉ=é~ëí=~åÇ
åçï=ïÉ=Å~å=äáîÉ=ïáíÜçìí=ÇÉÄíK=We thank the day we went to
Lisburn CAB and Grant Thornton.
Advisers to the independently minded
© 2006 Grant Thornton UK LLP. All rights reserved.
“Grant Thornton” means Grant Thornton UK LLP,
a limited liability partnership.
UK member of Grant Thornton International, a leading
international organisation of independently owned and
managed accounting and consulting firms.
Grant Thornton International is not a worldwide partnership.
This publication has been prepared only as a guide.
No responsibility can be accepted by us for loss occasioned
to any person acting or refraining from acting as a result of
any material in this publication.
www.grant-thornton.co.uk
PERSONAL FINANCE
HELP YOUR CLIENT
CLEAR
THEIR DEBT
IN 5 YEARS
If you have a client with unsecured debts, an IVA with Grant Thornton
may be the perfect way to pay them off quickly. We meet all your
clients face to face.
The amount your client owes will be capped immediately once the
IVA is approved. No more high interest charges. Just a flexible
affordable agreement that lets your client get on with their life while
their debts are paid off in 5 years or less – guaranteed*
All this from a team of local specialists at one of the UK’s largest
accountancy firms.
Ask about an IVA today, call
0800 783 4582
or visit grant-thornton.co.uk/debt
Think beyond convention
*Subject to creditor approval
This report is sponsored by
Citizens Advice
46 Donegall Pass
Belfast
BT7 1BS
Telephone: 028 9023 1120
Fax: 028 9023 6522
E-mail: info@citizensadvice.co.uk
Website: www.citizensadvice.co.uk
Charity No. XN85136