age uk milton keynes annual report 2012–13

IDBB2734 Annual Report Template 1 V2.indd 1 16/08/2013 14:39

Age UK Milton KeynesAnnual Report 2012–13

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Chief Executive’s report ………………………………………………………………….

Our Trustees, staff and volunteers are extraordinary; they have embraced the need for change and risen to the new challenges posed by the different world we now live in. Age UK Milton Keynes has responded to changes in the level of demand for our services and the bringing on of new services. We understand that we must become self-sufficient and not continue to rely on outside funding to achieve our goals. This will make the charity stronger and sustainable, so that we can continue to make a difference to the lives of more vulnerable, local older people. The number of older people in Milton Keynes continues to grow and, as we live longer, more support and services will be needed which the statutory authorities can no longer provide. We continue to explore new and innovative ways to continue our work, and have achieved both local and national recognition as an organisation. Staff and volunteers continue to amaze me with their commitment and enthusiasm for the work they do and I thank them most warmly for this. My role is to enable everyone connected with the charity to be involved on this journey. We are reviewing our structure and services imaginatively so that we can be open to opportunity, and respond effectively to change.

I am determined to ensure that our workforce is supported appropriately and can maintain our excellent reputation for service delivery and professionalism. This annual report illustrates the progress we are making to develop and maintain the services we deliver. It shows the difference that can be made to people’s lives by helping them live more independently at home, in their local community. It also highlights the new services we have developed because of evidence of need, and our staff’s commitment to making it happen. There are a number of interesting developments on the horizon and I look forward to the coming year with eager anticipation. Thank you for taking the time to read our annual report and to become more aware of the charity and the services it provides. Jane Palmer Chief Executive

Annual report 2012/13 3

Meg Bates (Chairman), Sue Graham (Vice-chairman), Angela Bramham (Treasurer), John Goodman, Irene Henderson, Peter Lazard, Georgina Barber , Rachel Lewis, Diana Payne MBE, Maureen Riches.

Board of trustees

Age UK Milton Keynes works with and for older people to make a real and positive difference that contributes to their wellbeing and quality of life.

Mission statement

Jane Palmer with Meg Bates, Chairman of Trustees

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Information and Advice Service ………………………………………………………………….

Based in purpose-built offices in our shops at Olney, Bletchley and Stony Stratford, and at our Central Milton Keynes Drop-in, our advisers provide free, confidential information and advice on any issue that affects older people and their families. The Information and Advice Service received 7,819 enquiries in the year April 2012 to March 2013; 2,471 of these related to social security benefits. In the same period Age UK Milton Keynes helped clients claim £1,492,540 in benefits. Due to the demand for the service we have increased Information and Advice sessions at the Central Milton Keynes Drop-in to four mornings a week. The Information and Advice team advise on much the same issues as the Advocacy team but with more time constraints. Both teams frequently refer clients to other services provided by the charity, such as Home Support, Home Visiting and Property Services.

4 Annual report 2012/13

50 Average monthly enquiries in person at each advice office in our Olney, Stony Stratford and Bletchley shops April 2012– March 2013

Case study Mrs H visited our office in considerable distress because she has no independent income and her husband’s drink problem meant he often did not give her money for food. Mrs H needed to talk to someone in confidence, someone who would not judge her and would discuss the options open to her. Our adviser provided emotional and practical support and suggested she talk to other family members. She was given advice on food vouchers, on seeking legal advice and was encouraged to consider whether she needed to make changes to her own life.

31.6% The proportion of enquiries that are related to social security benefits

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Advocacy ………………………………………………………………….


“ It gets me out of the house. Helping people gives you a buzz; it’s great to feel part of a team.” Alison, volunteer

Our Advocacy team provides long-term support for vulnerable older people, and has a specialist caseworker to help people with mental health issues. In some cases, no other help is available. The Advocacy team can, and does, support clients for many years.

Case study Mrs P was widowed, had no relatives living locally and had difficulty making decisions about her home and finances. Insurance policies, wills, lasting power of attorney and the sale of a property were particularly worrying for her, as well as her health and dental issues. With Advocacy support, Mrs P was able to live independently and had more confidence to make choices. She was also visited by a Home Visiting Organiser and benefited from the Handyperson and Gardening Services and attended a lunch club regularly. Mrs P was supported by Advocacy every two weeks for seven years until she moved away from Milton Keynes.

Advocacy dealt with 201 cases, of which 43 social care, 39 debt, 31 benefits and 88 other.

There are many ways to help a local charity. We rely on over 480 hard working people who put their spare time to good use, helping us to provide services and support to thousands of older people in the borough of Milton Keynes every year.

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Volunteers ………………………………………………………………….

15 advocates, 10 computer tutors, 66 befrienders, 111 lunch club helpers, 175 shop staff, 10 trustees, 25 CMK drop-in staff, 32 men in sheds, 34 peartree centre support, 6 walk leaders

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Property Services ………………………………………………………………….

The Handyperson Service carries out practical work to enable older people to remain living independently, from changing lightbulbs to installing handrails and ramps. For larger works, we use vetted contractors and we can help our clients obtain competitive quotations and provide the support they need throughout the process of having building work carried out in their homes.


Case study Mrs J lives alone in a shared-ownership bungalow. She rang Age UK Milton Keynes for advice as she was using portable electric heaters and was struggling to pay the pre-payment meter bills. A caseworker visited and helped her to claim means-tested and disability benefits, to apply for a grant from the Assisted Gas Connection scheme and a Warm Front grant to have central heating installed as she had no savings. The caseworker also helped Mrs J change her electricity supplier to benefit from a cheaper tariff, and arranged for an energy check to be carried out on her home and for insulation to be fitted. Without her husband Mrs J felt isolated and was anxious about leaving her home. With the caseworker’s support she started attending a weekly Age UK Milton Keynes lunch club and a Home Visitor arranged to see her every month for a chat. Mrs J’s home is now warm and energy efficient, her income has increased and she feels happier and more able to join in with life around her.

1,383 Number of jobs carried out by Handyperson Service April 2012- March 2013

£191,590 The value of larger home repair and adaptation work carried out April 2012- March 2013

A THIRD OF THE T O T A L U K POPULATION IS OVER 50 The population over 85 is projected to double in the next 20 years.

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Gardening Service ………………………………………………………………….

A team of dedicated and hard working gardeners provides a maintenance service to help older people in the borough of Milton Keynes keep their gardens neat and tidy. Gardens that are neglected often cause distress to householders, especially if the garden was formerly looked after by a spouse who has died or if illness or disability is preventing an older person from being as active as they once were. Our gardeners aim to provide the service to suit the needs of the client, calling as little or as often as requested.


“The garden was starting to be too much , so many thanks for the help!”

BETWEEN APRIL 2012 AND MARCH 2013 OUR G A R D E N E R S LOOKED AFTER THE GARDENS OF 294 OLDER PEOPLE IN MILTON KEYNES

4,006 Number of gardening hours worked April 2012- March 2013

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Home Support Service ………………………………………………………………….

This service helps older people stay independent by doing light housework and shopping or taking them shopping or to appointments and social engagements. Increasingly, family members will arrange for our team to visit their loved one more often because of the change they see in them. Case study As a disabled ex-soldier with no family, Mr W pays for our Home Support team to do his weekly shopping and to clean his house on a regular basis.

As he was finding it difficult to keep his home as tidy as he’d like, he asked our team for extra hours to spring clean his house. We also helped him through the process of having new carpets fitted and arranging for the old ones to be taken away. Mr W was also referred to our Information & Advice Service for advice on claiming benefits.

Another client with Debbie from our Home Visiting team


1,228 Average number of hours of support our 47 home support workers provide every month.

“She is lovely and friendly; she treats me like a human person.”

69% Proportion of our clients who receive more than one service from us

“I look forward to her visits; nothing is too much trouble.”

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Home Visiting Service ………………………………………………………………….

This service provides ongoing practical help and advice, as well as emotional support and a chat which helps people keep going and feel better about life.

Case study Mr H saw an advert about the toenail cutting service and during one of the Footcare Agent’s visits he mentioned he was recently bereaved and lived alone. We arranged for a Home Visitor to call and after a few visits Mr H was encouraged to apply for Attendance Allowance, which was successful. The Home Visitor also referred Mr H to our Home Support Service who now take him shopping every week and he looks forward to their visits.


484 The average number of people we visit on a regular basis during the year

The Neat Feet Footcare Service was launched on 11th June 2012 to provide a regular toenail cutting service to people who are unable to manage their own toenails and have no-one to help them. Maintaining healthy feet is one of the best ways to keep older people independent and reduce the risk of fall. We have nine Footcare Agents who visited over 400 clients at home on a regular basis.

“I really enjoy the services of my ‘happy feet’ nurse!”

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Neat Feet footcare service ………………………………………………………………….

“Excellent service; very nice person.”

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Relief Care Service ………………………………………………………………….

Our sitting service gives carers a much-needed break. Case study Mrs G is gradually building up the confidence to go out, leaving her father with a member of our staff but mostly she likes to sit and talk to the sitter. She benefits from being able to talk about her problems and receiving support and advice on how to manage. The Relief Care Service enables Mrs G to get on with the housework without her father, Mr B, constantly calling for her. Mr B has another person to talk to and his daughter is able to have a bit of time to herself, going to the hairdressers or visiting friends as she chooses.

The Home From Hospital team provides free support for vulnerable older people during the first six weeks after leaving hospital Case studies Mr K could not be discharged from hospital until a key safe was fitted and was anxious to spend Christmas at home. The Hospital Discharge Coordinator spoke to our HFH team who arranged for our Handyperson Service to fit the key safe by noon on Christmas Eve. Mr K was able to go home that afternoon. Mr M was worried about his finances as he was unable to work due to ill health. The worry was hindering his recovery as he was not eating properly. After several visits to his bedside from the HFH team he was better informed about his options and felt confident enough to apply for Employment Support Allowance. He also felt happier and regained his appetite.


“ This has been, medically, the most vulnerable time in my life, so it is good to know help is available.”

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Home From Hospital ………………………………………………………………….

A relief sitter chats with a client

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Day activities ………………………………………………………………….

Our lunch clubs, including the two Dega day clubs and the African and Caribbean lunch club, continue to provide much more than just lunch.


It was business as usual for the Kitchener Centre in October 2012, delivering a day care service to the older population in Olney and surrounding villages. Behind the scenes work began on the invitation to tender for the new contract. As Age Concern Milton Keynes we worked closely with the Town Council to eventually open the centre in April 2000. Many things have changed during that time except one thing: the excellent care and support that the staff and volunteers have provided for older people and their carers.

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The Kitchener Centre ………………………………………………………………….

OVER 390 FRESHLY-COOKED HOT MEALS ARE ENJOYED IN ONE OF OUR LUNCH CLUBS EVERY WEEK

The Snack & Chat cafe at our Drop-in Centre in The Food Centre in Central Milton Keynes has undergone a kitchen re-fit, a general makeover and a staffing restructure. Times have been hard since the major supermarkets relocated but staff and volunteers are working together to sustain and improve the services we provide.

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Snack & Chat cafe ………………………………………………………………….

“The meals are excellent and filling; making new friends and getting out of the house makes me feel less lonely”

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Fundraising ………………………………………………………………….

The pressure on fundraising has never been so great, and the need to meet the ever-growing demands on our services has led to an amazing response from our staff, volunteers, supporters and local businesses, for which we are grateful. Local people have raised money in a variety of ways, from skydives to golf days, from knitting little woolly hats to running marathons; even staging a prestigious Postcards Anon art event. We have received amazing support from local businesses, notably from thecentre:mk whose generous support was invaluable to our Handyperson Service. Blum and Lima Kitchens installed a state of the art kitchen in the Snack & Chat cafe and we appreciate the continued support of Accenture and Santander, not only in financial terms but also the enthusiastic willingness of their staff to participate in our fundraising events.


188,028 Coins collected in the Christmas Wishing Pool

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Income generation ………………………………………………………………….

Another impressive performance from the Age UK Milton Keynes retail team, despite fierce competition, meant that our shops exceeded their targets last year and showed growth on the previous year’s figures. Both innovation and hard work from the workforce of 217 people, spanning nine sites, generated the much needed unrestricted income that we rely on to be able to provide services and support in the borough of Milton Keynes. The Drop-in Centre in Central Milton Keynes is where we provide information and advice and sell insurance and other Age UK products. We have extended our opening hours, increasing access to these services for older people and making it easier to find out about the ever-popular day excursions and computer classes we organise. The team is set to build on a particularly successful year of trading.


STONY STRATFORD NEWPORT PAGNELL BLETCHLEY HOME STORE WOLVERTON BOOKS A Y L E S B U R Y W O L V E R TO N KILN FARM FURNITURE STORE OLNEY WOBURN SANDS

C R O C K E R Y , C LO T H E S , BEDS, SIDEBOARDS, BRIC-A - B R AC , D E S K S , H AT S , WARDROBES, P I C T U RES, BOOK S, SHOES, TABLES

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Treasurer’s report ………………………………………………………………….

The year ending 31st March 2013 has been a challenging year for Age UK Milton Keynes. We were aware of the difficult times ahead and had budgeted to finish the year with a deficit in the region of £100,000. It is due to the efforts of all our dedicated staff that we have ended the year on budget, a significant result in these times of uncertainty. I am reporting a deficit of £106,832 for 2012/13 compared to surplus of £64,709 in 2011/12 and a deficit of £227,395 in 2010/11. We have been able to meet this deficit from our reserves . We have been, and continue to be, financially prudent, aware of the need to continue to meet the needs of the older people in Milton Keynes into the future. Our free reserves now stand at £482,425 compared to £463,986 in 2012 The chart above right shows that although our main sources of income are still grants and contracts this is now being matched by the trading income from our retail outlets. Experience has shown that we can no longer rely on grants and contracts and the need for us to explore and maximise other sources of income is paramount. Total income in the financial year was down by 10%, however, excluding grants and contracts income, which was down by £395k in the year, income actually rose by 5%. We continue to monitor costs to ensure the organisation is as lean as possible and to counteract these fluctuations in income. It was

pleasing to note expenditure was down by 5% year on year.

We are budgeting for another deficit this year and will once again need to rely on past reserves to maintain our services. We continue to strive to improve our financial position and I am confident that the commitment and enthusiasm I have seen throughout the organisation, together with our prudent approach, will ensure that Age UK Milton Keynes is able to provide much needed services for years to come. Angela Bramham Treasurer


Charges to users

Grants and contracts

Donations

Commission

Bank interest

Trading income

Fundraising income

Restricted income

Other income

This report contains insufficient information to allow a full understanding of the financial affairs of the charity. For further information, full accounts and the three year business plan 2011/2014 should be consulted. Copies are available for inspection at Age UK Milton Keynes, The Peartree Centre, 1 Chadds Lane, Peartree Bridge, Milton Keynes MK6 3EB.

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Thank you kind donors ………………………………………………………………….

Accenture ActionCOACH James Adkins Mr and Mrs B Affleck The Albert Hunt Trust Aleron Construction Cynthia Alloway The Ammco Trust Edith Banton Lynda Barber Mrs Barrick Blum Maureen Booth Brantano Sally Cannon Mr and Mrs Chambers Christopher Case Rosemary Catt Gloria Chaplin Doris Charlton The Childwick Trust Christian Foundation Emily Chua Frank Clarke David and Joan Corner Coutts & Co Charitable Trust Alastair Davies S C Davies T Robert Davis John Dewey EON & Age UK The Eranda Foundation Angela Franks Emma Gardiner Geoffrey Leaver Solicitors Alan Gore Ian Gray P Griffiths Patricia (Mary) Halliday Mr and Mrs A Harmsworth I M Harvey Mrs Harwood

Haversham Jubilee Club Andrea Hillier James Mackaness Family Charitable Trust Mr and Mrs L Jenkins Jackie Jessiman Jean Jones Lorna Judd Sir Julian Hodge Charitable Trust Sharon Kinge Jean Larvin Adrian Le May Lima Kitchens F A Lissauer Kevin Lovell Michael Luke Gillian Main Annette Mathias Maxi Business Sophia Middleton Milton Keynes Community Foundation Oakgrove School The Oasis Group Mary O’Neill The Open University Margot Ovenden Colin Priestley James Purnell Jean Richards John Rudge Michael Rutherford Margaret Ryan Sainsbury’s Santander Santander Foundation Barry Sargent Joan Sargent Mrs Saunders Rita Scott Scotsdale Consulting Shakespeares J Short

Brian Smailes A H Smith George Smith Spectrum Fire Stony Stratford Town Council Edith Staff Susan Staff Davena Stanger The Tanner Trust G J Taylor Jackie Taylor The Tesco Charity Trust Sir Jules Thorn Joyce Todd thecentre:mk Tony Triggle R H Weston Irene Wheland Major Simon Whitbread The Wixamtree Foundation Woburn 1986 Charitable Trust Woodfines Solicitors Eric Wood-Thompson Woughton on the Green Welfare Trust

Thank you also to the members of Senior Voice MK who take up issues that are important to them, and that they know are important to other older people. By challenging and questioning governing bodies they help shape the services that affect older people.

Our charity's purposes as set out in the Objects contained in the Company’s Memorandum of Association are to promote the relief of elderly people in any manner which now or hereafter may be deemed by law to be charitable in and around Milton Keynes (hereinafter called “the area of benefit”). The Executive Committee has conducted a review of the major risks to which the charity is exposed. A risk register has been established and is updated at least annually. Where appropriate, systems or procedures have been established to mitigate the risks the charity faces. Significant external risks to funding have led to the development of a strategic business plan which will allow for the diversification of funding activities. Internal control risks are minimised by the implementation of procedures for authorisation of all transactions and projects. Procedures are in place to ensure compliance with the health and safety of staff, volunteers, clients and visitors. The continuing implementation of the ISO9001/14 standards ensures a consistent quality of delivery for all operational aspects of the charity. These procedures are periodically reviewed to ensure that they continue to meet the needs of the charity.

Age UK Milton Keynes The Peartree Centre 1 Chadds Lane Peartree Bridge Milton Keynes MK6 3EB T 01908 550700 F 01908 557899 [email protected] www.ageukmiltonkeynes.org.uk Registered charity 1079773 Company limited by guarantee registered number 3897291 (Cardiff) Auditors: Keens Shay Keens MK 01908 674484 Working with

A local independent charity

age uk milton keynes annual report 2012–13

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