North Ayrshire Citizens Advice Service. Annual Report 2014/2015

Transcription

1 North Ayrshire Citizens Advice Service Annual Report 2014/2015

2 North Ayrshire Citizens Advice Service CONTENTS Introduction from the Chair 3 Overview from the Chief Executive 4 Our Service 5-6 Volunteers Week, May 2015 Achievements and Performance 7-10 Projects Organisation Structure, Governance and Management Financial Review [email protected] A Word of Thanks 20 Facebook: North Ayrshire Citizens Advice Service 2

3 Overview INTRODUCTION FROM THE CHAIR Welcome to the Annual Report For NACAS, the past year has proved very successful with many positive outcomes being achieved, which is something we can all be proud of. The Board members continue to develop their own strengths, working closely together and giving the strategic direction that is required to take our organisation forward. Over the year individual Board members have become more personally involved with some members responsible for taking forward item from our Strategic Plan. I extend my thanks to all the Board members who freely give of their time, expertise, advice and support. On a personal note they have proved a great support to me as I have come to grips with the many responsibilities of my new role. There has been a review and restructuring of our organisation with the Chief Executive continuing to develop roles and responsibilities to better support both the organisation and the individuals who deliver our day to day business. Once again, there has been an increase in staffing with our administration now being centred in the Michael Lynch Centre. The year has also seen an increase in project funding. Indeed the Chief Executive has been very successful in obtaining funding from many different sources. The Lottery funding was large but we also had Scottish Government Capacity Funding and the Treasury funding for Pension Wise amongst others not forgetting the great support and funding provided by North Ayrshire Council. Once again we held a most successful Volunteers Day. A large thanks has to go to all who were involved in the organisation and delivery of this successful event. Such days help to bring together volunteers, staff and Board members and allow for a better understanding of our individual roles. I extend my thanks to the staff for all that they do to support and run our business. Our volunteers however are the very lifeblood of our organisation. A special thanks goes to them all for all that they do to help those in need and by doing so increase the public reputation of NACAS something of which we can all be very proud of. The year ahead will present challenges on a number of fronts but I am convinced we are well placed to meet them and to continue to deliver an excellent service to all our clients in North Ayrshire. James, Hodge Chair of Trustee Directors Great success has also been achieved by our hard working volunteers. This year we have had the highest income levels on record and this looks like being improved upon as we go forward. There was also a successful CAS Audit result. This has been achieved by the volunteers though their hard work and validates the quality of that work. We have also concentrated on and further developed our internal quality assurance process something that has to be at the core of our business. I have said on a number of occasions part of our goal should be sustainability through success. We can all be proud of what has been achieved over the past year and be ready to build on that success in the future. 3

4 OVERVIEW BY THE CHIEF EXECUTIVE Over its proud 17 year history, NACAS has evolved into one of the most trusted and respected advice giving charities in North Ayrshire, a fact only made possible because of the commitment and dedication of our volunteers and staff, with the support and vision of our Chairman and Board of Directors. We are lucky to have such committed volunteers who give up their time to offer support to fellow members of society and together we can effect positive change in peoples lives. In these trying economic times, with the impact of Welfare Reform continuing to bite; when families are struggling and with the pressure of life continuing to grow, NACAS has become a lifeline for many within North Ayrshire and ever more relevant to society. The volume of work across our operation continues to rise and in the following pages you will see figures, that I m sure you will agree are truly staggering. As an organisation, NACAS continues to punch well above its weight and deliver positive results for our clients. Placing the needs of our clients first is central to everything we do and I am immensely proud to be part of NACAS because it genuinely impacts positively on both people and wider society. With the continued, valuable support of North Ayrshire Council, allied to our success in attracting funding from major donor organisations, including most recently the Scottish Government, NACAS is well placed strategically, to deliver advice and assistance to the residents of North Ayrshire. We continue to deliver successful projects, many of which are made possible through having developed strong and valuable partnerships with other third sector agencies and North Ayrshire Council. I am extremely proud to lead this organisation and I am confident that we can develop our services even further and reach even more residents of North Ayrshire. It is not overstating the point that all who volunteer, or work for our fabulous organisation have helped fellow citizens out of despair, enhanced their lives and made a positive impact on society. With our strong social base and strategic vision, our plan for a substantial future, though dependent on funding from various areas, is one that has to succeed. A North Ayrshire without North Ayrshire Citizens Advice Service; without the finest independent, impartial, free and confidential advice giving charity in North Ayrshire would be a North Ayrshire all the poorer. I am extremely proud to lead this organisation and I am confident that we can develop our services even further and reach even more residents of North Ayrshire. Nina Smith Chief Executive 4

5 OUR SERVICE Who we are North Ayrshire Citizens Advice Service (NACAS) is a charitable company limited by guarantee, authorised and regulated by the Financial Conduct Authority and is a member of Citizens Advice Scotland, the umbrella body for all Scottish Advice Bureaux. NACAS is governed by a Board of Directors, all of whom are volunteers. The Company employs 25 members of staff however the backbone of the organisation is the core of over 80 volunteers who provide and support the service. NACAS delivers free information and advice to anyone in North Ayrshire and is accredited nationally at the highest level of the Scottish Standards for Information and Advice Providers. Our Vision Our vision is of a: A fairer North Ayrshire where people as citizens and consumers are empowered and their rights respected. Our Mission Our mission is to: Ensure that individuals do not suffer through lack of knowledge of their rights and responsibilities or of the services available to them, or through an inability to express their needs effectively. Our Values What we do To assist delivery of our mission, our Corporate Strategic Plan takes a fresh look at our operating environment as well as learning from previous years. The plan has evolved through a process of consultation and communication involving volunteers, staff and the NACAS Board as well as other relevant stakeholders to ensure we are continually improving our practice and providing value for money to our funders. Our plan gives a clear and positive direction to the work and aspirations of the service in the next three year period and will be used as a tool in the monitoring and evaluation of our activities. Our Strategic Aims NACAS has five strategic aims resulting from the plan: 1.To facilitate multi-channel access to information, advice and representation for anyone in North Ayrshire 2. To devise a sustainable fundraising model that enhances and delivers longevity for the service. 3.To develop staff and volunteers in order to deliver even better services to local people and other stakeholders 4.To communicate effectively to all stakeholders using a variety of media 5.To explore new ways of working that compliment the service delivery and client experience. Progress against our Corporate Strategic Plan is reviewed on a regular basis by the Management Team and the Board of Directors. Accessibility Governance Independence Quality Service Trust and Transparancy 5

6 HIGHLIGHTS 2014/ ,000 Clients helped through our network of bureaux and outreach services 2.2 million Achieved in client financial gain, that is, money gained for the client through NACAS intervention 42% increase in project funding obtained Successfully Achieved the Volunteer Friendly Award 3 million worth of debt managed for clients 143 Tribunals or court cases represented by NACAS +46% 52% increase in calls handled Increase in Facebook Likes 82% face to face advice 9% telephone Advice 9% advice 6

7 ACHIEVEMENTS AND PERFORMANCE

8 ACHIEVEMENTS AND PERFORMANCE Embracing our new Strategic Aims, 2014/15 saw a period of growth not just in the number of clients using our service but in the range and depth of information and advice being offered. been instrumental in advising clients, enabling them to access to 400,000 worth of benefits they are rightly entitled to and would have otherwise gone unclaimed. In managing benefit enquiries, we have helped clients complete a total of 739 forms relating to benefit A total of 13,971 issues were managed for clients applications and appeals. providing them with advice, information, assistance or representation. The below table summaries the type of advice provided across the service. Please note that the figures below do not demonstrate the depth and complexity of each issue and rather, allow us to easily illustrate the issues brought to us by clients. Debt and money advice follow closely behind as the second largest area of advice sought in our bureaux accounting for 24% of our activity. North Ayrshire was ranked third in local authority areas for bankruptcies and within the top ten for PTDs and DPPs (Accountant in Bankruptcy, Annual Report 2013/14) highlighting that Benefits, Tax Credits 5725 and National Insurance Debt and Money 3344 Advice Employment 968 Utilities and 726 Communications Housing 701 NHS Concern or 437 Complaint Legal 401 Consumer Goods 384 and Services Tax 375 Relationship 276 Financial Products 265 and Services Travel, Transport and 148 Holidays Health and 125 Community Care Education 59 Immigration, Asylum and Nationality 37 Due to significant changes in the benefit system coupled with reduced levels of consumer credit debt, benefits continue to remain the most frequent issue brought to us by clients, making up 41% of overall enquiries. We have the need for quality debt and money advice remains at an all-time high. Through our holistic approach to managing client cases, we have handled a total of 3 million worth of debt. Despite the ever increasing complexity of casework brought to our bureaux, we strive to empower individuals through our high level of money advice service from a trusted and professional charitable organisation. We have also seen a sharp increase in the number of clients coming to us with issues around household bills increasing 23% since 2013/14. This shift has been largely fuelled by our projects targeting financial capability. We are committed not only to support clients with their pressing debt issues but to drive positive action for clients and give them the skills and confidence they need in order to manage their finances. With the current state of the economy, the demand for quality advice services continues to increase year on year. This increased need will remain for some time and it is anticipated that demand for our services will be further amplified with the impact of Welfare Reform and continued public sector cuts. 8

9 Issues Handled by NACAS between April 2014 and March % Benefits, Tax Credits and National Insurance (41%) 5% 5% 3% 3% 7% 41% Debt and Money Advice (24%) Employment (7%) Utilities and Communications (5%) Housing (5%) 24% NHS Concern or Complaint (3%) Legal (3%) Other (12%) Increase in Telephone Enquiries Since the induction of the Accessibility Project 2013/ / Q1 Q2 Q3 Q4 9

10 MONEY ADVICE TEAM It was another successful year for our Money Advice Team who saw around 300 clients throughout 2014/15. The team presently comprises of two part-time and one full time Money Advisers assisted by specialist volunteers. Each adviser undergoes thorough money advice training delivered by Money Advice Scotland and our money advice services are regulated by the Financial Conduct Authority. One of our advisors recently qualified 10 through Staffordshire University in conjunction with Money Advice Scotland and the Institute of Advisors with a Certificate in Money Advice Practice (CMAP). The demand for money and debt advice services within North Ayrshire remains constant in comparison with previous years however, the complexity of casework is 15% Credit, store and charge card debts ever increasing. Each case generally coves a range of issues and it can be complex vs. time consuming to ensure that priority debts are dealt with urgently. A huge emphasis has also been placed on ensuring clients have the appropriate skills to take control of their own finances going forward. The team have produced an enormous Client Financial Gain (CFG) of 1.3 million; that is, money gained for the client through NACAS intervention by way of debt write off, financial awards etc. Top Five Debt Enquires in 2014/15 14% Unsecured Personal Loan Debts 12% Arrears (Council Tax/Community Charge) 1.3 Million Client Financial Gain 10% General Enquiries 10% Financial Solutions

11 PROJECTS Patient Advice and Support Services (PASS) The PASS project is operated Scotland-wide by Citizens Advice Scotland, under contract between Citizens Advice Scotland and the Scottish Government. PASS is delivered across the whole of Ayrshire by NACAS in conjunction with East Ayrshire Citizens Advice Bureau (EACAB) now in its 8th year. PASS provides independent, free, confidential information, advice and support for anyone who uses the NHS in Scotland. It aims to support patients, their carers and families in their dealings with the NHS and in other matters affecting their health. The service promotes an awareness and understanding of the rights and responsibilities of patients. It also advises and supports people who wish to give feedback, make comments, raise concerns or make a complaint about treatment and care provided bye the NHS in Scotland. The service is increasing momentum as shown by the annual increase in figures below. NACAS hopes to continue with progress with the project and further support individuals who wish to give feedback, make comments, raise concerns or make complaints about the treatment and care provided by the NHS in Scotland. Accessibility Project Our accessibility project, funded by the Big Lottery as part of their Support and Connect programme, continued into 2014/15 delivering very positive results. The project was designed to deliver advice and assistance throughout the community of North Ayrshire via the telephone, by , at outreach venues, such as libraries and home visits for those most vulnerable and who cannot access our bureaux/outreach services through disability or financial constraints. Improved technology, both on the telephone and for advice giving has been implemented which has allowed for better communication for all bureaux and outreach services. A 46% increase in telephone advice being offered was seen during this period. Working in partnership with North Ayrshire Council Libraries, we are now able to hold outreach surgeries within Beith and Kilwinning as well as Vineburgh Community Centre allowing us to extend our support within the community. These sessions have been well received with enquiry levels reaching 116 following the start of the project. The project has delivered a robust infrastructure that has been built around the needs of the community and will continue to enable us to deliver a high quality service well into the future. 11

12 Fuel Poverty and Energy Projects Energy Best Deal Extra Due to the Scottish wide success of the Energy Best Deal and Energy Best Deal Plus over the 2013 and 2014 winter period, Citizens Advice Scotland felt that they should run the project again and so Energy Best Deal Extra was organised for the 2014/15 winter period. This project delivered three strands of activity including one to one support services, community action through presentations and workshops and community engagement by attendance at community events. The 2014/15 Energy Best Deal Extra saw great success once more in the one to one client services, with 99 clients seen with an overall client financial gain of 4,300. The feedback from clients was excellent with 100% of clients saying the service was excellent or good and that they would use the service again if they needed to. The project delivered another series of workshops and group activity to 10 different community groups with a total of 81 delegates, These sessions are a great platform for advisors and consumers to increase their knowledge of energy and fuel issues and to feel more empowered in dealing with issues going forward. Big Energy Savings Week In light of previous success, another Big Energy Savings Week commenced in October 2014 consisting of six road show events in Arran, Irvine, Kilwinning, Kilbirnie, Saltcoats and Largs. A total attendance of 109 individuals was recorded in line with the previous event in January The series of events were well supported again by many of our partner organisations including Home Energy Scotland, Citrus, Credit Union, DWP, Be Green Dalry, Patient Participation forum, Age Scotland, Scottish Power, Money matters, housing associations and North Ayrshire Council. Scottish and Southern Energy Project Commencing in June 2014 and still ongoing, this project consists of one to one sessions offered where a total of 130 clients have been seen to date and leading to a total client financial gain of 5,600. Educational group sessions have also been delivered to 149 delegates over 17 sessions. The project officer has also attended 15 events engaging with 466 people within the North Ayrshire Community. 12

13 New Projects for 2015/2016 In January 2015, we were successfully awarded the delivery of the new Pension Wise service, for commencement on 1 April The UK Government, through HM Treasury, launched Pension Wise as a free and impartial service to help people understand what their choices are with their Defined Contribution pensions and how they work. Crucially, because of the respected reputation of the Citizens Advice Bureau service for providing high quality impartial and independent advice, the CAB Service was chosen as a reputable organisation to deliver guidance for people on what they could do with their pension pit; different pension types and how they work; what s tax free and what s not. We anticipate significant growth of the service, expanding our client group and offering our clients even more choice in our services. Through successful fundraising, we were also awarded People and Communities Funding directly from the Scottish Government in March This project is designed to help people back into work by: Maximisation of in work benefits and support (including Universal Credit and childcare options) Reduction of utility costs through checking, switching and insulating Provision of training on income vs expenditure Debt Management Working closely with local employability agencies including CEIS, Ingeus, Working Links and Learn Direct to deliver an identified gap within the current provision for those on the work programme, we learned that one of the biggest barriers to sustainable employment if the lack of ability to take control of revised finances. This project intends to provide the advice and information to empower people returning to the workplace to take better control and planning of their finances through group sessions and individual appointments. This project will give those on a work programme the confidence and skills to take control of their financial position when returning to the workplace. This project also sees us working closely with new departments (Revenues & Benefits Housing) outside of Social Services to deliver joint Universal Credit outcomes. These new projects will allow us to extend our services and reach further into the community during 2015/16 and reach further towards meeting our strategic aims. 13

14 ORGANISATION STRUCTURE, GOVERNANCE AND MANAGEMENT

15 ORGANISATION STRUCTURE, GOVERNANCE AND MANAGEMENT Board of Trustee Directors As a company limited by guarantee with charitable status, the service is led by its board which comprises of nine trustee directors (with a scope for 14 in total). The role of the Board is to provide leadership, strategic direction, support and guidance for the service and adhere to the the set aims and values for the benefit of the local community. The Board of Trustees, who are also directors of the charity for the purposes of the Companies Act, ensure that NACAS acts within its powers, comply with charity law and the charity regulator (OSCR). The Board, which meet on a bi-monthly basis are supported by a Personnel and Finance Sub-committee which has a general responsibility for overseeing matters relating to employment of staff at NACAS and any issues regarding employees and ensuring that the organisation s finances are healthy and NACAS remains solvent. The sub-committee has delegated decision making powers from board and report directly to the board. Board Appointments Trustee Directors are appointed in accordance with its Memorandum and Articles of Association, and are elected at the Annual General Meeting. Applications for board membership are invited through the use of external advertising and are recruited based on their skills and expertise. Following appointment, each member follows an induction process and is supplied with a governance handbook, with details about NACAS and their role as a Trustee Director. The Board is empowered to co-opt to fill any vacancy, however it may arise, on a interim basis until the next AGM, respecting the balance of Trustee Directors on the Board. All Trustees give their time voluntary to NACAS and do not receive any benefits. Board members may be paid all travelling and other expenses reasonably incurred in connection with their attendance at meetings, or otherwise in connection with the carrying out of their duties. 2014/15 Board Over recent years, the Board went through a period of evolution to ensure that organisation has a Board of Trustee Directors with the right mix of skills and experience. A new Chair was appointed, following the resignation of Ian Ness as well as the appointment of a new Finance Director the previous year. The Board adhere to the governance hand book and the Memorandum and Articles of Association. Executive Management The Chief Executive Officer, who attends all meetings of the Board, is responsible for conducting the day to day running of the organisation as delegated by the Board. A Senior Management Team supports and report to the Chief Executive Officer. James Hodge (Chair) Neil Barlow (Vice Chair) Stephen Brown (Finance Director) John Cook Jim Montgomerie Robert Conway Jean Aitken Councillor Anthea Dickson Councillor John Easdale 15

16 Staff and Volunteers Our staff and volunteers are the driving force behind the service and we are fortunate to continue to attract skilled and dedicated individuals. Without them we could not not provide quality information and advice to our clients. Staff Through increased funding obtained in 2014/15 we have been able to increase the number of paid posts within the organisation. We employed five additional staff this year bringing the total to 20 (FTE 17). Whilst volunteers remain at the heart of the service, it must be recognised that it is positive for the local community that we are in a position to provide a modest number of employment opportunities for the people of North Ayrshire. Volunteers The Board remain ever grateful for the invaluable support and commitment of our network of volunteers. Volunteers are valued not just for their experience and individual qualities, but also for keeping the charity open to opinions and questions and linking the service to our local communities. As well as providing a service, our volunteers are crucial in building on the operational delivery of the business. During 2014/15, we recruited a total of 51 new volunteers. The time given by volunteers averages around eight hours per week per volunteer. This would cost in excess of 800,000 in staff wages (based on the living wage), creating significant cost saving to the organisation and our funders. In line with our Strategic Aims, we are committed to developing volunteers to deliver better services for the local people of North Ayrshire. Facilitated by our Training Officer, many of volunteers went on to complete the Generalist Adviser Training Programme (ATP) in 2014/15. The ATP provides volunteers with a wealth of understanding of the breadth of enquiries received across the CAB service, enabling them to deliver a holistic approach to advice giving. The introduction of a Volunteer Support Officer, Policy Coordinators and Mentors have further impacted on our volunteers, offering them the support mechanisms they deserve in delivering the service. Our volunteers come from a range of backgrounds including retired professionals, job seekers, part-time workers and students; all willing to give up their time for the benefit of their community. We are committed to equal opportunities for staff and clients and welcome volunteers from all walks of life regardless of age, race, gender, religion, sexuality or disability. Recognition NACAS has been successful this year in achieving the coveted Volunteer Friendly Award which is presented to organisations that recognise the importance of their volunteer workforce and support them through their volunteering journey. We recognise that our volunteers are the lifeblood or our service and through the introduction of defined polices and procedures, such as the Beyond Excellence Recruitment Model, Support and Supervision sessions and the appointment of a key member of staff in the role of Volunteer Support Officer, we have achieved this accolade. There remains a great deal of competition between Third Sector organisations and private companies, all of whom are bidding for funding in the areas which we operate. Having an admirable track record however, is insufficient to ensure continuation which is why we have invested resources in our volunteers and staff through awards, achievements and accreditation to recognised bodies. 16

17 FINANCIAL REVIEW

18 FINANCIAL REVIEW *This information is a brief summary of the full audited accounts for the year ended 31 st March 2015 which can be obtained by request from NACAS. Income Within a tough funding environment, we have continued to increase our overall level of funding, By extending our funding base and increasing our relationship building efforts, we have secured grants to allow us to deliver additional projects across the service. An number of grants have also been for more than a one year period, decreasing the uncertainty around annualised funding and assisting in future budgets. As a consequence of this success, dependence on local authority has continued to diminish throughout this period. The graph below depicts the increase in core funding over a five-year period and the decrease reliance on North Ayrshire Council (NAC) funding. The budget for 2015/16 shows that NAC funding will amount to 50% of total funding. The increase in income from fundraising has increased by almost 230% since 2011/12. The total income for the year ended 31 st March 2015 increased to 652,276 (2013/14: 485,967). This includes the 351,163 unrestricted core funds received from NAC as well as our project-based funds. Total Income ( k) 652k Core Funding Project Funding 800, , , , , , ,000 39% 28% 50% 47% 26% 74% 53% 50% 47% Project Funds Core Funds 53% 100,000 61% 72% / / / / /16 18

19 Expenditure 2014/15 In delivering our services, the total expenditure for the year ended 31 st March incurred amounted to 564,297 (2014: 428,940). This 26% increase is in line with budgeted expenditure and is due to the growth of the service. In 2014/15 we took on an additional five members of staff (2014/15:20, 2013/14:15) in order to deliver new projects across the service which has ultimately resulted in increased expenditure. An increase in staff and volunteer numbers has resulted in increased travel expenses. A majority of roles within the service including that of the volunteer adviser are peripatetic to ensure resource is best placed to deliver the service and this leads to an increase in travel expenses. Property costs have also increased due to the inclusion of an administration office in Ardrossan to our estate to house the Senior Management Team and additional project workers. Our five operating bureaux in Arran, Irvine, Saltcoats, Largs and Kilbirne remain consistent in their costs. General overheads have also increased and again this is due to the growth of the service and additional staff. Expenditure is closely monitored and costs are continually being reviewed against budgets and for potential savings. Total Expenditure ( k) 564k Travel General Overheads 7% 4% 3% Legal Fees Property Costs 12% 74% Staff Costs 19

20 Reserves Policy NACAS has an approved reserves policy to mitigate risk with a planned operational reserve (i.e. an unrestricted reserve). The Board would ideally maintain a minimum of three months core activities running costs, in order that, in the event of dissolution, NACAS could fully meet outstanding supplier debts, including lease obligations and fully meet obligations to staff in terms of notice and redundancy pay. The Board has agreed that a fair level of reserves would be a minimum of three months (25%) running costs. The Board will endeavour to maintain the agreed level through careful budgeting and management and through managing projects which can contribute to overheads. This policy is monitored, and reviewed annually, at quarterly meetings of the Finance Committee. Risk Management The Trustee Directors are ultimately responsible for the management of risk and accordingly adopt an efficient and appropriate approach to ensure mitigation plans are in place and operating as designed. A key piece of this is the Corporate Risk Register, maintained by the Chief Executive Officer and reviewed every six months by the Board. The Risk Register is designed to be a live document, summarising the controls and mitigating actions should this risk occur and the person(s) responsible. the main funding body that core funds would be assured for a three-year rolling period. The Board recognised that the loss of skilled staff may have an impact on the service provision. The Board therefore encourages employees to be multi-skilled and flexible in their work. The company provides a wide range of training opportunities through CAS and other agencies and encourages staff to take advantage of these. The Chief Executive Officer assesses staff training needs formally on an annual basis and is responsible for continuity planning. The Board recognises that a net loss of volunteer advisors is a significant risk to the company. In an attempt to mitigate this, the company strives to provide support mechanisms to all existing volunteers; the main source of support is through the network of supervisors. The company offers a wide range of training opportunities to help volunteers aid their clients and to allow advisors to specialise in areas of personal interest. Each volunteer has a one-to-one meeting with their bureau supervisor on an annual basis to discuss training needs. The Board recognises that on-going recruitment of new volunteers is essential and the Chief Executive Officer is responsible for company-wide recruitment initiatives, while individual managers are responsible for local volunteer recruitment. The Trustee Directors are satisfied that the appropriate resources to monitor potential risks to which the organisation is exposed are in place. The Board considers the key risk to the company to be the uncertainty of the levels of core funding. To mitigate the risk, in 2012 the Board secured the assurance from 20

21 A WORD OF THANKS Regardless of our uncertain journey, we would like to end our Annual Report 2014/15 on a positive note thanking each and every one of our committed members of staff, volunteers, Board Members, funders, and partners. Our work simply would not be possible without those who help make a real difference to peoples lives. The service relies heavily on the support of the local community and those who give their time and commitment to helping us in the work we do. A number of donations were also made by clients, for which we express our thanks. 21

22 HOW TO ACCESS OUR SERVICES Arran Citizens Advice Bureau Ormidate Sports Centre Shore Road Brodick Isle of Arran KA27 8DL Monday 9.30am -1.30pm Irvine Citizens Advice Bureau 22a Eglington Street Irvine KA12 8AS Monday 9am -1pm Tuesday 9am -1pm Wednesday 10am - 1pm (Appointments only) Thursday 10am - 1pm (Appointments only) Friday 9am - 1pm Kilbirnie Citizens Advice Bureau 43 Main Street Kilbirnie KA25 7BX Monday Closed Tuesday 10am-1pm (Appointments only) Wednesday Closed Thrusday 10am - 2pm Friday 10am - 2pm Largs Citizens Advice Bureau Boyd Street Largs KA30 8LE Monday 10am - 2pm Tuesday 10am - 2pm Wednesday 10am - 2pm Thursday Closed Friday Closed Saltcoats Citizens Advice Bureau 87 Dockhead Street Saltcoats KA21 5ED Monday 10am - 2pm Tuesday 10am -2pm (Appointment Only) Wednesday 10am - 12:30pm Thursday 10am - 2pm Friday 10am - 2pm (Appointment Only) Visit us at enquiries For enquiries, you can visit our website and complete our enquiry form by going to North Ayrshire Citizens Advice Service is Authorised and Regulated by the Financial Conduct Authority FRN A registered Charity with the OSCR Charity Reference No. SC A charitable company limited by guarantee. Registered in Scotland: SC

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24 North Ayrshire Citizens Advice Service Registered Office: 87 Dockhead Street Saltcoats KA21 5ED Tel Facebook: North Ayrshire Citizens Advice Service