Message from the Chair

Hallo everybody,

Every year, in my “Annual Report” to you, I say “Hasn’t the “year” rushed by!”  the fact is that yes, it has ‘rushed by’ – however there have been changes in the year past which, as ever, are designed to give an improved service to our clients - the residents - principally from the Royal Borough; who come to the Kingston C.A.B. for Advice. Let’s now talk about the ‘changes’ – already in place; the most important of course is:

Moving to ‘phones as first point of contact
The Bureaux has changed the method of initial contact for our clients from ‘door-callers’ to ‘phone-callers’. On consulting our clients, we soon discovered that they, the clients, could not make easy contact thro’ the telephone and, the main point that surfaced, was that they would prefer to be able to ‘phone rather than visit the bureaux.

The Trustee Board following this consultation, agreed to the very substantial change – not only with the “physical” changes but supported the willingness of the staff – paid and volunteers within the Bureaux to effect what I would call “transformation”.

Now, when a client telephones the Bureaux, they have a ‘Gateway Assessment’ and their case goes for ‘allocation’ to either a ‘specialist’ or ‘generalist’ member of staff. 

This change led to an 82% increase in “Access to Service” in the first 3 months. A success story which goes on – and will be built on.

Recording ‘Financial Gains’ and other outcomes for clients
It is so often the case that our clients need the considerable expertise of our staff to steer them thro’ the mire of legislation to ensure that they receive what they are entitled. We are able to measure the benefits, and I am delighted to tell you that the “Financial gains” recorded are over £1million for the financial year 2007-2008. (In the last financial year £216,000 monies were gained).

These are monies gained for our clients, and thereby the local economy - and I believe should be measured against the grant we receive from the Royal Borough of £262,000,   

I am pleased to tell you that we now record “outcomes for clients”, we are now in a position to demonstrate the beneficial impact of our work in the local community, and this leads nicely to another “area of success” which I am happy to report, - where we represent in Court, and those residents in danger of losing their homes. In the past year, 66% of the cases where the C.A.B. represented resulted in Our Clients not losing their homes. This is a very high success rate, and compares very favourably with the National figure of 30%.

Looking to the future; and understanding of the wider operating environment
In recent months the Trustees have been looking to the future and recognise that K.C.A.B. - as with Bureaux up and down the Country must prepare for change. This is in terms of both the legal advice sector and the voluntary sector generally. We have been working to ensure that all development work for KCABS is in the context of the changing environment, safeguarding the future of our service to clients. This has been a remarkable time in terms of the pace and scale of change, with moves from grant funding to commissioned work under contract. The whole voluntary sector and, the legal advice world in particular, are facing major challenges in adapting to the funding changes. KCABs is leading the way in planning for sustainable services, recognising the need to be flexible and responsive to the new way of working, without losing our ethos or experiencing ‘mission drift’, and placing great emphasis on supporting our colleagues locally, in smaller organisations for whom the challenge is even more stark.

I mentioned earlier in my report, the grant we receive from the Royal Borough. On behalf of the Trustees and staff, I again express my thanks to Members and Officers – without whose support, there would not be a Citizens Advice Bureaux in the Royal Borough. Speaking of Officers of the Council, I would like to make special mention of Gill Pennington our “Link” with the Borough. I have met Gillian on a number of occasions, and have been so impressed with her interest in the work of K.C.A.B. and her enthusiasm; to Gill, my thanks.

Once again I thank my fellow Trustees for bringing to the Bureaux their expertise and enthusiasm; and, take this opportunity on behalf of the Trustees - and our Clients. I thank all the staff and volunteers who every day deal effectively with the myriad of anxieties which residents seeking guidance, bring to the Bureaux. Finally, I thank our Chief Executive Pippa Mackie for her inspirational leadership to the team – and guidance to both me and my fellow Trustees.

Peter C. Gray: Chairman.